Frameworx Process: Convert Report To Service Problem Format

Category: (4) eTOM Process Type

Process Identifier: 1.4.6.1.2

Original Process Identifier: 1.1.2.3.1.2

Maturity Level: 4

Description

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, this process is responsible for converting the received information into a form suitable for the Service Problem Management processes, and for requested additional information if required.

Extended Description

Not used for this process element

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(4) eTOM Process Type Convert Report To Service Problem Format

Appears on these diagrams:

• 1.3.7.5 Create Customer Problem Report Flow
• 1.4.6.1 Create Service Trouble Report
• 1.4.6.1 Create Service Trouble Report Flow
• ITIL Incident Management Service Operations Fig 4.3 Map Service Layer

Issues

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

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