Frameworx Process: Complete and Validate Customer Problem Report

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.4.2

Original Process Identifier: 1.1.1.6.4.2

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

This process is used to validate the customer problem report. Which involves root-cause analysis to determine the cause of the resolved problem and also document the process that solved this problem.

Mandatory

Validate whether or not a resolution has been implemented for the customer problem. And ensure that the solution to a problem affecting the customer has been documented.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Complete and Validate Customer Problem Report

Appears on these diagrams:

• 1.3.7.4 Close Customer Problem Report

Issues

• Business Process Framework 12.5 Addition
• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Addtion

---