Frameworx Process: Customer QoS/SLA Management

Category: (2) eTOM Process Type

Process Identifier: 1.3.8

Original Process Identifier: 1.1.1.7

Maturity Level: 4

Description

Monitoring, managing and reporting of delivered vs. contractual Quality of Service (QoS), as defined in the enterprise’s service descriptions, customer contracts or product catalogue.

Extended Description

Customer QoS/SLA Management processes encompass monitoring, managing and reporting of delivered vs. contractual Quality of Service (QoS), as defined in the enterprise's Service Descriptions, customer contracts or the catalogue of product offerings. They are also concerned with the performance of the enterprise and its products in relation to its Service Level Agreements (SLA) for specific product instances, and other service-related documents. They include operational parameters such as resource performance and availability, but also encompass performance across all of a product's contractual or regulatory parameters, e.g., % Completion on Time for Order Requests, time to repair commitments, customer contact performance. Failure to meet a contracted SLA may lead to billing adjustments, which are handled by Billing and Collections Management.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

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.

(2) eTOM Process Type Customer QoS/SLA Management

Appears on these diagrams:

• 1.3. Customer Management Domain
• 1.3.8 Customer QoS/SLA Management
• Business Process Framework Level 1 Overview - START HERE
• Business Process Framework Level 1 Overview - START HERE backup
• Business Process Framework Top level Domain Only

is a more detailed diagram for the

• 1.3.8 Customer QoS/SLA Management

Issues

• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification
• Design Digital Services
• Do you have a rule engine or analytic system to guide the interaction between customers and the CSR or other self-service channels?
• eHealth View
• Implement Digital Services
• Monetize Services
• Request to Resolve
• What are all the places throughout the process that we will be communicating with the customer (phone call, email, web-portal)?
• What are the customer facing service features?
• What are the key customer touch points?
• What are the rules around MACD, rollbacks?
• What are the SLAs for Pri1, Pri2 and Pri3/4 tickets?
• What order volumes are expected (over time)?

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