Category: (3) eTOM Process Type
Process Identifier: 1.4.6.3
Original Process Identifier: 1.1.2.3.3
Maturity Level: 4
Restore the service to a normal operational state as efficiently as possible
The objective of the Correct & Resolve Service Problem processes is to restore the service to a normal operational state as efficiently as possible. Based on the nature of the service failure leading to the associated service alarm event notification, automatic restoration procedures might be triggered. Manual restoration activity is assigned to the Correct & Resolve Service Problem processes from the Track & Manage Service Problem processes. Depending on the nature of the specific service failure, these processes may possibly re-assign services or re-configure service parameters. For large service failures requiring extensive re-assignment and/or re-configuration activity to restore normal operation, these processes will attempt to implement work-arounds to recover the specific service operation. In these circumstances, recovery of normal operation may require invocation of the Support Service Problem Management processes. They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at service restoration to Track & Manage Service Problem through updates to the associated service trouble report.
Reserved for future use.
Reserved for future use.
Reserved for future use.
The objective of the Correct & Resolve Service Problem processes is to restore the service to a normal operational state as efficiently as possible. In linking with ITIL, note that the relationship here with the underlying "service" is not so distinct in ITIL, as there "service" is used to address also the "product" focus here.
Based on the nature of the service failure leading to the associated service alarm event notification, automatic restoration procedures might be triggered. Depending on the nature of the specific service failure, these processes may possibly re-assign services or re-configure service parameters. Note this is mandatory where the nature of the service failure requires this. For large service failures requiring extensive re-assignment and/or re-configuration activity to restore normal operation, these processes will attempt to implement work-arounds to recover the specific service operation. In these circumstances, recovery of normal operation may require invocation of the Support Service Problem Management processes.
Reserved for future use.
Manual restoration activity is assigned to the Correct & Resolve Service Problem processes from the Track & Manage Service Problem processes.. They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at service restoration to Track & Manage Service Problem through updates to the associated service trouble report.
This was created from the Frameworx 16.0 Model