Category: (3) eTOM Process Type
Process Identifier: 1.6.6.2
Original Process Identifier:
Maturity Level: 3
Manage problem resolution activity with suppliers/partners who own and manage outsourced infrastructure, and to ensure that the Party Problem Reporting & Management processes can operate effectively.
The purpose of the Support Party Problem Reporting & Management processes is twofold - to manage problem resolution activity with suppliers/partners who own and manage outsourced infrastructure, and to ensure that the Support Party Problem Reporting & Management processes can operate effectively. External parties are engaged by the service provider in infrastructure level problem-related activities when the service provider has outsourced the relevant infrastructure ownership and management to external parties (i.e. outsourced network or IT bureau arrangements). The actual engagement with the party is initiated by the specific problem or trouble management support processes of the CRM, RM&O or SM&O process layers. Where Support Party Problem Reporting & Management processes are engaged to manage infrastructure-level problems, these processes are responsible to ensure on-time and correct resolution and recovery. For the Support Party Problem Reporting & Management processes the role of the Support Party Problem Reporting & Management processes is to ensure that there is capability (for example, information, materials, systems and resources) so that the Suport Party Problem Reporting & Management processes can operate effectively. The responsibilities of these processes include, but are not limited to: • Arranging and managing party access to appropriate service provider problem and/or trouble management support tools (including any appropriate Inventories) and processes; • Arranging and managing service provider access to appropriate party problem management support tools (including any appropriate Inventories) and processes; • Monitoring and reporting on party progress towards resolving reported party infrastructure problems; • Initiating reviews and recommendations for party infrastructure performance improvements; • Updating the party Inventory of any changes to the party infrastructure problem reports and progress • Undertaking, and reporting on, trend analysis on Party Problem Reporting & Management processes, including types of associated problem reports, response duration, delays and other process measures.
This was created from the Frameworx 16.0 Model