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Frameworx Process: Manage Work Order Lifecycle

Category: (3) eTOM Process Type

Process Identifier: 1.5.5.5

Original Process Identifier: 1.1.3.7.9

Maturity Level: 4

Description

Responsibilities of these processes include, but are not limited to: •{T}Issuing correct and complete work orders •{T}Decomposing a work order into elementary work items •{T}Managing task assignments •{T}Tracking and managing dispatching •{T}Manually executing an order by an assignee •{T}Monitoring the execution of assigned activities, including the various states of dispatch, complete, suspend, cancel, etc. as well as requesting work reassignments •{T}Establishing and managing fast-track and jeopardy re-assignment capabilities to allow for modification of work assignments as required to meet jeopardy or other high priority conditions •{T}Closing a work order when the manual activities assigned to employees and/or third parties have been completed •{T}Supporting proactive and dynamic responses by executing and analyzing operational reports

Extended Description

A Work Order is an aggregation of jobs that are to be completed to achieve some business goal: to provide a customer service, to fix a problem, etc. Work Order Lifecycle Management processes are responsible for processing and monitoring the execution of a work order through its entire lifecycle, from issuance to closing. This includes, among other steps, validation, analysis, and decomposing a work order into work items, aggregating them, and assigning them to employees and/or third parties. These processes also detect problems with completing the work, and requesting Work Order reassignment to reallocate manual activities to solve the issue. It should be noted that the Work Order execution sub process (by a field technician) is not explicitly covered here, but rather its monitoring is the responsibility of the Track and Manage work order sub process.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Responsibilities of these processes include, but are not limited to: §{T}Issuing correct and complete work orders §{T}Decomposing a work order into elementary work items §{T}Managing task assignments §{T}Tracking and managing dispatching §{T}Manually executing an order by an assignee §{T}Monitoring the execution of assigned activities, including the various states of dispatch, complete, suspend, cancel, etc. as well as requesting work reassignments §{T}Establishing and managing fast-track and jeopardy re-assignment capabilities to allow for modification of work assignments as required to meet jeopardy or other high priority conditions §{T}Closing a work order when the manual activities assigned to employees and/or third parties have been completed §{T}Supporting proactive and dynamic responses by executing and analyzing operational reports

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Manage Work Order Lifecycle

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 12.0 Modification
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:17