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Frameworx Process: Support Customer QoS/SLA

Category: (3) eTOM Process Type

Process Identifier: 1.2.4.1

Original Process Identifier: 1.1.1.21.8

Maturity Level: 4

Description

Support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes.

Extended Description

The responsibilities of the Support Customer QoS/SLA Management processes are twofold - support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes. Proactive management is undertaken using a range of performance parameters, whether technical, time, economic or process related. The responsibilities of the processes include, but are not limited to: • Undertaking proactive monitoring regimes of groups of similar purchased product offerings as required to ensure ongoing performance within agreed parameters over time; • Developing and maintaining, in the product offering repository, acceptable and/or commercially agreed performance threshold standards for purchased product offerings to support the Customer QoS/SLA Management processes; • Undertaking trend analysis, and producing reports, of the QoS performance of groups of like purchased product offerings to identify any longer term deterioration; • Monitoring and analyzing the purchased product offering performance analyses produced by the Customer QoS/SLA Management processes to identify problems that may be applicable to purchased product offerings as a whole; • Aggregate analysis of QoS performance across groups of customers or aggregate analysis of SLA types; • Sourcing details relating to purchased product offerings performance and analysis from the product offering inventory to assist in the development of trend analyses; • Logging the results of the analysis into the product offering inventory repository;• Establishing and managing facilities to inform customers of, and negotiate agreement for, planned service outages; • Tracking and monitoring of the Customer QoS/SLA Management processes and associated costs, and reporting on the capability of the Customer QoS/SLA Management processes; • Establishing and managing customer notification facilities and lists to support the Customer QoS/SLA Management notification and reporting processes • Supporting the Support Customer QoS/SLA Management process.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

The responsibilities of the Support Customer QoS/SLA Management processes are twofold - support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes. Proactive management is undertaken using a range of performance parameters, whether technical, time, economic or process related. The responsibilities of the processes include, but are not limited to: · Undertaking proactive monitoring regimes of groups of similar purchased product offerings as required to ensure ongoing performance within agreed parameters over time; · Developing and maintaining, in the product offering repository, acceptable and/or commercially agreed performance threshold standards for purchased product offerings to support the Customer QoS/SLA Management processes; · Undertaking trend analysis, and producing reports, of the QoS performance of groups of like purchased product offerings to identify any longer term deterioration; · Monitoring and analyzing the purchased product offering performance analyses produced by the Customer QoS/SLA Management processes to identify problems that may be applicable to purchased product offerings as a whole; · Aggregate analysis of QoS performance across groups of customers or aggregate analysis of SLA types; · Sourcing details relating to purchased product offerings performance and analysis from the product offering inventory to assist in the development of trend analyses; · Logging the results of the analysis into the product offering inventory repository;· Establishing and managing facilities to inform customers of, and negotiate agreement for, planned service outages; · Tracking and monitoring of the Customer QoS/SLA Management processes and associated costs, and reporting on the capability of the Customer QoS/SLA Management processes; · Establishing and managing customer notification facilities and lists to support the Customer QoS/SLA Management notification and reporting processes; and · Supporting the Support Customer QoS/SLA Management process.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Support Customer QoS/SLA

Appears on these diagrams:

is a more detailed diagram for the

Issues


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:18