Category: (3) eTOM Process Type
Process Identifier: 1.3.7.6
Original Process Identifier: 1.1.1.6.6
Maturity Level: 4
Restore the service to a normal operational state as efficiently as possible
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.
Reserved for future use.
Reserved for future use.
Reserved for future use.
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.
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.
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.
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.
This was created from the Frameworx 16.0 Model