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Frameworx Process: Close Customer Problem Report

Category: (3) eTOM Process Type

Process Identifier: 1.3.7.4

Original Process Identifier: 1.1.1.6.4

Maturity Level: 4

Description

Ensure that a problem affecting the customer is solved

Extended Description

The purpose of the Close Customer Problem Report processes is to close a customer problem report when the problem affecting the customer is solved. These processes are also responsible for possibly contacting the customer to inquire about the customer's satisfaction with resolution of the problem. These processes monitor the status of all open customer problem reports and recognize that a customer problem report is ready to be closed when the status is changed to cleared.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The purpose of the Close Customer Problem Report processes is to close a customer problem report when the problem affecting the customer is solved. Note that "customer problem" is here being used for a specific diificulty experienced by a customer, which may have been raised by the customer, or by other analysis triggered by events or issues identified elsewhere (e.g. through fault notifications from affected resources). In linking with ITIL, this relates to ITIL's "incident" more strongly than with ITIL's "problem" which there is associated with some wider issue where the "problem" has been escalated because individual incidents that are seen as related to this problem cannot be resolved , or because a number of incidents are being investigated to see if there is a common underlying problem for these.

Candidate Mandatory

These processes monitor the status of all open customer problem reports and recognize that a customer problem report is ready to be closed when the status is changed to cleared.

Candidate Optional

These processes are also responsible for possibly contacting the customer to inquire about the customer's satisfaction with resolution of the problem.

Candidate Interactions

These processes are also responsible for possibly contacting the customer to inquire about the customer's satisfaction with resolution of the problem.

(3) eTOM Process Type Close Customer Problem Report

Appears on these diagrams:

is a more detailed diagram for the

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