Frameworx Process: Escalate/End Resource Trouble

Category: (4) eTOM Process Type

Process Identifier: 1.5.8.4.4

Original Process Identifier: 1.1.3.3.4.4

Maturity Level: 4

Description

This process provides the escalations between support levels and actors when a resource trouble cannot be solved by the current assigned group. Therefore, the escalation can be carried out between supports levels at RM&O level, or, it can be escalated to others actors, such as, supplier/partners. It is essential the ability to rapidly escalate resource troubles according to clear and agreed rules.

Extended Description

Not used for this process element

Explanatory

Not used for this process element

Mandatory

This process monitors the jeopardy status of open resource trouble reports, and escalating resource trouble reports as necessary.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Not used for this process element

Candidate Mandatory

This process monitors the jeopardy status of open resource trouble reports, and escalating resource trouble reports as necessary.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Escalate/End Resource Trouble

Appears on these diagrams:

• 1.5.8.4 Track & Manage Resource Trouble
• ITIL Incident Management Service Operations Fig 4.3
• ITIL Incident Management Service Operations Fig 4.3 Map Customer Layer
• ITIL Incident Management Service Operations Fig 4.3 Map Resource layer

Issues

• Business Process Framework 12.0 Addition
• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification

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