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Frameworx Process: Diagnose Service Problem

Category: (3) eTOM Process Type

Process Identifier: 1.4.6.2

Original Process Identifier: 1.1.2.3.2

Maturity Level: 4

Description

Identify the root cause of the specific service problem, including those service problems related to security events.

Extended Description

The objective of the Diagnose Service Problem processes is to identify the root cause of the specific service problem. These processes are invoked by the Track & Manage Service Problem processes. The responsibilities of these processes include, but are not limited to: • Verifying whether the service configuration matches the appropriate product features; • Performing diagnostics against the specific services; • Running tests against the specific services; • Starting and stopping audits against specific services • Scheduling routine testing of the specific services. The Diagnose Service Problem processes will make the results of the root cause analysis available to other processes. The Diagnose Service Problem processes will update the open service trouble report, as required during the assessment, and when the root cause has been identified. When the process is complete the Diagnose Service Problem processes will notify the Track & Manage Service Problem processes.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The objective of the Diagnose Service Problem processes is to identify the root cause of the specific service problem. 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

The responsibilities of these processes include, but are not limited to: · Verifying whether the service configuration matches the appropriate product features; · Performing diagnostics against the specific services; · Running tests against the specific services; · Starting and stopping audits against specific services; and · Scheduling routine testing of the specific services. The Diagnose Service Problem processes will make the results of the root cause analysis available to other processes. The Diagnose Service Problem processes will update the open service trouble report, as required during the assessment, and when the root cause has been identified.

Candidate Optional

Reserved for future use.

Candidate Interactions

These processes are invoked by the Track & Manage Service Problem processes. When the process is complete the Diagnose Service Problem processes will notify the Track & Manage Service Problem processes.

(3) eTOM Process Type Diagnose Service Problem

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • Business Process Framework 12.5 Modification
  • 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