Category: (4) eTOM Process Type
Process Identifier: 1.3.7.1.5
Original Process Identifier: 1.1.1.6.1.5
Maturity Level: 4
To be added
Not used for this process element
Use categorized Impact and Urgency levels to focus on the business critical problems based on the problem prioritization. This process is used to validate and classify the customer problem. Which involves filtering out problems classify them.
This process is responsible for categorizing the customer problem according to the type of the problem, impact, and standardized criteria at CRM level. Moreover, this activity will be carried out with appropriate diligence, in order to provide inputs to the "Track & Manage Customer Problem" process. Analyze customer problem, filter out irrelevant and false problems. Determine the problem severity based on its impact and set the appropriate priority.
Not used for this process element
This was created from the Frameworx 16.0 Model