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Frameworx Process: Categorize Customer Problem

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.1.5

Original Process Identifier: 1.1.1.6.1.5

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

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.

Mandatory

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.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Categorize Customer Problem

Appears on these diagrams:

Issues

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

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:19