Category: (3) eTOM Process Type
Process Identifier: 1.3.7.5
Original Process Identifier: 1.1.1.6.5
Maturity Level: 4
This process creates a new Customer Problem Report.
The objective of the Create Customer Problem Report process is to create a new customer problem report. A new customer problem report may be created as a result of customer contacts indicating a problem with their purchased product offerings or, at the request of analysis undertaken by other processes in the CRM or SM&O horizontal process layers, which detect a failure or degradation which may be impacting customers. These processes are responsible for capturing all the necessary customer information to be included in the new Customer Problem Report.
Reserved for future use.
Reserved for future use.
Reserved for future use.
The objective of the Create Customer Problem Report process is to create a new customer problem report. 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 are responsible for capturing all the necessary customer information to be included in the new Customer Problem Report.
Reserved for future use.
A new customer problem report may be created as a result of customer contacts indicating a problem with their purchased product offerings or, at the request of analysis undertaken by other processes in the CRM or SM&O horizontal process layers, which detect a failure or degradation which may be impacting customers.
This was created from the Frameworx 16.0 Model