Frameworx Process: Track and Manage Customer Interaction

Category: (3) eTOM Process Type

Process Identifier: 1.3.5.6

Original Process Identifier: 1.1.1.18.6

Maturity Level: 4

Description

Ensure that Customer Interactions are managed and tracked efficiently.

Extended Description

The purpose of this process is to ensure that Customer Interactions are managed and tracked efficiently across all interaction channels in order to meet the agreed SLA with the customer. Responsibilities of these process include but are not limited to: • Ensure interactions are completed and closed in a timely manner • Notify the customer when SLA or deadlines can not be met • Track customer responses when these are required • Measure KPIs in order to improve the Interactions efficiency

Explanatory

Not used for this process element.

Mandatory

Not used for this process element.

Optional

Not used for this process element.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Track and Manage Customer Interaction

Appears on these diagrams:

• 1.3.5 Customer Interaction Management

Issues

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

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