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Frameworx Process: Assess Customer QoS/SLA Performance

Category: (3) eTOM Process Type

Process Identifier: 1.3.8.1

Original Process Identifier: 1.1.1.7.1

Maturity Level: 4

Description

Manage the overall assessment of the customer QoS/SLA performance

Extended Description

The purpose of the Assess Customer QoS/SLA Performance processes is to manage the overall assessment of the customer QoS/SLA performance. These processes are responsible for ensuring that the QoS received by the customer meets the contractual obligations agreed with the customer. They check that the QoS data that they receive from other processes and entities meets the required QoS thresholds and they alert other processes and entities if this is not the case. These processes are responsible for collecting service and resource performance information analyzed and reported by the Report Service Quality Performance and Report Resource Performance processes, and converting it into a form suitable for determining whether the contractual obligations with the customer are being met. The actual reporting of the results of the assessments is managed in the Report Customer QoS Performance processes. They are responsible for maintaining an overview of the quality of the customer's purchased product offering, and for carrying out QoS performance reviews with the customer, as well as for undertaking any preparatory and/or follow-up steps with other processes/entities in conjunction with such reviews

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The purpose of the Assess Customer QoS/SLA Performance processes is to manage the overall assessment of the customer QoS/SLA performance. In linking with ITIL, note that the relationship here with the underlying "service" is not so distinct in ITIL, as there "service" is used to address also the "product" focus here.

Candidate Mandatory

These processes are responsible for ensuring that the QoS received by the customer meets the contractual obligations agreed with the customer. They check that the QoS data that they receive from other processes and entities meets the required QoS thresholds and they alert other processes and entities if this is not the case. These processes are responsible for collecting service and resource performance information analyzed and reported by the Report Service Quality Performance and Report Resource Performance processes, and converting it into a form suitable for determining whether the contractual obligations with the customer are being met. The actual reporting of the results of the assessments is managed in the Report Customer QoS Performance processes. They are responsible for maintaining an overview of the quality of the customer's purchased product offering, and for carrying out QoS performance reviews with the customer, as well as for undertaking any preparatory and/or follow-up steps with other processes/entities in conjunction with such reviews

Candidate Optional

Reserved for future use.

Candidate Interactions

These processes are responsible for collecting service and resource performance information analyzed and reported by the Report Service Quality Performance and Report Resource Performance processes

(3) eTOM Process Type Assess Customer QoS/SLA Performance

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • eHealth View
  • NetVision V3.7

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:14