Frameworx Process: Prioritize Customer Problem

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.3.5

Original Process Identifier: 1.1.1.6.3.5

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

This process is responsible for assigning the prioritization to customer problem in order to establish an order for handling it. . Associate Impact and Urgency levels to a problem; to enable focusing on the business critical problems based on the problem prioritization.

Mandatory

The prioritization is assigned (usually automatically) according to criteria, such as, categorization, customers affected and SLAs. Record and prioritize the Problem with appropriate diligence, in order to facilitate a swift and effective resolution and avoid ambiguities.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Prioritize Customer Problem

Appears on these diagrams:

• 1.3.7.3 Track & Manage Customer Problem
• ITIL Incident Management Service Operations Fig 4.3 Map Customer Layer

Issues

• Business Process Framework 13.0 Addition
• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification

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