Category: (3) eTOM Process Type
Process Identifier: 1.3.7.4
Original Process Identifier: 1.1.1.6.4
Maturity Level: 4
Ensure that a problem affecting the customer is solved
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.
Reserved for future use.
Reserved for future use.
Reserved for future use.
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.
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.
These processes are also responsible for possibly contacting the customer to inquire about the customer's satisfaction with resolution of the problem.
These processes are also responsible for possibly contacting the customer to inquire about the customer's satisfaction with resolution of the problem.
This was created from the Frameworx 16.0 Model