Frameworx Process: Generate Customer Problem Report

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.5.1

Original Process Identifier: 1.1.1.6.5.1

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

This process is used to Create a new customer problem report including all necessary customer information.

Mandatory

Capture all the necessary customer information and related problem details and include them in the new Customer Problem Report.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Generate Customer Problem Report

Appears on these diagrams:

• 1.3.7.5 Create Customer Problem Report
• 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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