Category: (3) eTOM Process Type
Process Identifier: 1.3.1.3
Original Process Identifier: 1.1.1.22.3
Maturity Level: 4
Assist Problem Handling processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Handling processes.
The responsibilities of the Support Problem Handling processes are twofold - assist Problem Handling processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Handling processes. These processes are responsible for ensuring that the purchased product offerings are working effectively and efficiently. Responsibilities of these processes include, but are not limited to: • Extracting and analyzing, including undertaking trend analysis, historical and current customer problem reports and performance reports to identify potential customer purchased product offerings requiring proactive maintenance and/or replacement; • Requesting scheduling of additional customer purchased product offering data collection to assist in the analysis activity; • Requesting scheduling of customer purchased product offering performance testing to assist in analysis activity; • Developing and managing customer purchased product offering proactive maintenance programs; • Requesting customer provisioning activity to prevent anticipated customer problems associated with purchased product offerings identified in the analysis activities; • Reporting outcomes of trend analysis to Market & Offer Management processes to influence new and/or modified customer product offering development; • Tracking and monitoring of the Problem Handling processes and associated costs (including where customer infrastructure is deployed and managed by third parties), and reporting on the capability of the Problem Handling processes • Establishing and managing customer problem notification facilities and lists to support the Problem Handling notification and reporting processes These processes undertake trend analysis on problem handling.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
The responsibilities of the Support Problem Handling processes are twofold - assist Problem Handling processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Handling processes. These processes are responsible for ensuring that the purchased product offerings are working effectively and efficiently. Responsibilities of these processes include, but are not limited to: · Extracting and analyzing, including undertaking trend analysis, historical and current customer problem reports and performance reports to identify potential customer purchased product offerings requiring proactive maintenance and/or replacement; · Requesting scheduling of additional customer purchased product offering data collection to assist in the analysis activity; · Requesting scheduling of customer purchased product offering performance testing to assist in analysis activity; · Developing and managing customer purchased product offering proactive maintenance programs; · Requesting customer provisioning activity to prevent anticipated customer problems associated with purchased product offerings identified in the analysis activities; · Reporting outcomes of trend analysis to Market & Offer Management processes to influence new and/or modified customer product offering development; · Tracking and monitoring of the Problem Handling processes and associated costs (including where customer infrastructure is deployed and managed by third parties), and reporting on the capability of the Problem Handling processes; and · Establishing and managing customer problem notification facilities and lists to support the Problem Handling notification and reporting processes These processes undertake trend analysis on problem handling.
Reserved for future use.
Reserved for future use.
This was created from the Frameworx 16.0 Model