Frameworx Process: Escalate/End Customer Problem

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.3.3

Original Process Identifier: 1.1.1.6.3.3

Maturity Level: 4

Description

Initiate escalation of customer problem reports as necessary

Extended Description

Not used for this process element

Explanatory

Not used for this process element

Mandatory

Ensure that escalation is being invoked as required for any open customer problem reports in jeopardy.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Not used for this process element

Candidate Mandatory

Ensure that escalation is being invoked as required for any open customer problem reports in jeopardy.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Escalate/End Customer Problem

Appears on these diagrams:

• 1.3.7.3 Track & Manage Customer Problem
• 1.3.7.3 Track & Manage Customer Problem Flow

Issues

• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification
• Business Process Framework 9.0 Addition

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