Category: (4) eTOM Process Type
Process Identifier: 1.3.7.3.6
Original Process Identifier: 1.1.1.6.3.6
Maturity Level: 4
To be added
Not used for this process element
This process provides the escalations between support levels and actors when a customer problem cannot be solved by the current assigned group. Therefore, the escalation can be carried out between supports levels at CRM level, or, it can be escalated to others actors, such as, service provider or third-parties. It is essential the ability to rapidly escalate customer problems according to clear and agreed rules.The support of a higher level specialist is needed to resolve the problem.
Escalate the customer problem, to involve the appropriate support team, with all related customer and problem information to a higher level support.
Not used for this process element
This was created from the Frameworx 16.0 Model