Frameworx Process: Escalate/End Service Problem

Category: (4) eTOM Process Type

Process Identifier: 1.4.6.4.4

Original Process Identifier: 1.1.2.3.4.4

Maturity Level: 4

Description

This process provides the escalations between support levels and actors when a service problem cannot be solved by the current assigned group. Therefore, the escalation can be carried out between supports levels at SM&O level, or, it can be escalated to others actors, such as, resource provider or other external parties. It is essential the ability to rapidly escalate service problems according to clear and agreed rules.

Extended Description

Not used for this process element

Explanatory

Not used for this process element

Mandatory

This process monitors the jeopardy status of open Service Trouble reports, and escalates Service Trouble reports as necessary.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Not used for this process element

Candidate Mandatory

This process monitors the jeopardy status of open Service Trouble reports, and escalates Service Trouble reports as necessary.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Escalate/End Service Problem

Appears on these diagrams:

• 1.4.6.4 Track & Manage Service Problem
• 1.4.6.4 Track & Manage Service Problem Flow
• ITIL Incident Management Service Operations Fig 4.3 Map Service Layer

Frameworx Applications (Automated eTOM to TAM)

• Service Problem Tracking & Management

Issues

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

---