Category: (3) eTOM Process Type
Process Identifier: 1.2.4.1
Original Process Identifier: 1.1.1.21.8
Maturity Level: 4
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.
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.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
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.
Reserved for future use.
Reserved for future use.
This was created from the Frameworx 16.0 Model