Frameworx Process: Perform Specific Customer Problem Diagnostics

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.1.2

Original Process Identifier: 1.1.1.6.1.2

Maturity Level: 4

Description

This process performs diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services.

Extended Description

Not used for this process element

Explanatory

Not used for this process element

Mandatory

Performs diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Not used for this process element

Candidate Mandatory

Performs diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Perform Specific Customer Problem Diagnostics

Appears on these diagrams:

• 1.3.7.1 Isolate Customer Problem
• 1.3.7.1 Isolate Customer Problem Flow
• ITIL Incident Management Service Operations Fig 4.3 Map Customer Layer

Issues

• Business Process Framework 12.0 Addition
• Business Process Framework 12.5 Modification
• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification

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