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Frameworx Process: Create Service Trouble Report

Category: (3) eTOM Process Type

Process Identifier: 1.4.6.1

Original Process Identifier: 1.1.2.3.1

Maturity Level: 4

Description

Create a new service trouble report.

Extended Description

The objective of the Create Service Trouble Report process is to create a new service trouble report. A new service trouble report may be created as a result of service alarm event notification analysis, and subsequent creation of new service alarm event records, undertaken by the Survey & Analyze Service Problem processes, or at the request of analysis undertaken by other processes in the Customer ( in particular a Customer Problem Report can generate one or more Service Trouble Reports), Service or Resource Domains which detect that some form of failure has occurred for which service restoration activity is required to restore normal operation. If the service trouble report is created as a result of a notification or request from processes other than the Survey & Analyze Service Problem processes, the Create Service Trouble Report processes are responsible for converting the received information into a form suitable for the Service Problem Management processes, and for requested additional information if required. These processes will make estimates of the time to restore service which will be included in the new service trouble report so that other processes can gain access to this information.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The objective of the Create Service Trouble Report process is to create a new service trouble report. 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.

Candidate Mandatory

If the service trouble report is created as a result of a notification or request from processes other than the Survey & Analyze Service Problem processes, the Create Service Trouble Report processes are responsible for converting the received information into a form suitable for the Service Problem Management processes, and for requested additional information if required. These processes will make estimates of the time to restore service which will be included in the new service trouble report so that other processes can gain access to this information.

Candidate Optional

Reserved for future use.

Candidate Interactions

A new service trouble report may be created as a result of service alarm event notification analysis, and subsequent creation of new service alarm event records, undertaken by the Survey & Analyze Service Problem processes, or at the request of analysis undertaken by other processes in the CRM ( in particular a Customer Problem Report can generate one or more Service Trouble Reports), RM&O, SM&O or S/PRM layers which detect that some form of failure has occurred for which service restoration activity is required to restore normal operation.

(3) eTOM Process Type Create Service Trouble Report

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • eHealth View
  • NetVision V3.7

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:15