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Frameworx Process: Correct & Recover Customer Problem

Category: (3) eTOM Process Type

Process Identifier: 1.3.7.6

Original Process Identifier: 1.1.1.6.6

Maturity Level: 4

Description

Restore the service to a normal operational state as efficiently as possible

Extended Description

The objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible. Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to: • Educational interaction with the customer to ensure correct usage of the purchased facilities; • Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings; • Requests for activities to be undertaken by other processes in the CRM process layer. • Identification that restorative activities need to be undertaken in the SM&O processes. They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage Customer Problem through updates to the associated customer problem report.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible.

Candidate Mandatory

Responsibilities of these processes include, but are not limited to: · Educational interaction with the customer to ensure correct usage of the purchased facilities; · Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings; · Requests for activities to be undertaken by other processes in the CRM process layer; or · Identification that restorative activities need to be undertaken in the SM&O processes.

Candidate Optional

Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to some/all of the identified responsibilities.

Candidate Interactions

They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage Customer Problem through updates to the associated customer problem report.

(3) eTOM Process Type Correct & Recover Customer Problem

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 22:15