Category: (4) eTOM Process Type
Process Identifier: 1.3.7.1.9
Original Process Identifier: 1.1.1.6.1.9
Maturity Level: 4
To be added
Not used for this process element
When a root cause and permanent fix or workaround are identified for a customer problem. A record is created to identify the problem along with any associated root-cause, fix and workarounds.
The record include the details of the problem and the symptoms that occurred, together with precise details of any workaround or fix that can be taken to restore the service and/or resolve the problem.
An incident count that can be useful to determine the frequency with which problems are likely to recur and influence priorities.
This was created from the Frameworx 16.0 Model