Frameworx Process: Identify Root Cause / Check for Woarkarounds

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.1.6

Original Process Identifier: 1.1.1.6.1.6

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

Investigate the customer problem cause and check for workarounds or temporary fix.

Mandatory

Verify the configuration of the customer’s product. Look for the root cause of the customer problem. If the cause is determined, recommend a workaround or a temporary fix for the problem.

Optional

Run various tests and/or diagnostics.

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Identify Root Cause / Check for Woarkarounds

Appears on these diagrams:

• 1.3.7.1 Isolate Customer Problem

Issues

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

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