Category: (3) eTOM Process Type
Process Identifier: 1.3.7.1
Original Process Identifier: 1.1.1.6.1
Maturity Level: 4
Identify the root cause of the customer problem.
The purpose of the Isolate Customer Problem processes is to identify the root cause of the customer problem. The responsibilities of these processes include, but are not limited to: • Verifying whether the customer is using the purchased product offering correctly • Performing diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services. The Isolate Customer Problem processes will make the results of the root cause analysis available to other processes. The Isolate Customer Problem processes will update open customer problem report, as required during the assessment, and when the root cause has been identified. The Isolate Customer Problem processes will notify the Track & Manage Customer Problem processes when the analysis is complete.
Reserved for future use.
Reserved for future use.
Reserved for future use.
The purpose of the Isolate Customer Problem processes is to identify the root cause of the customer problem. The extent of the analysis supported may differ in different situations, e.g. root cause analysis may employ a fault dictionary to identify likely root causes, or may trigger additional testing to acquire more data on the nature of the problem. Note that "customer problem" is here being used for a specific diificulty experienced by a customer, which may have been raised by the customer, or by other analysis triggered by events or issues identified elsewhere (e.g. through fault notifications from affected resources). In linking with ITIL, this relates to ITIL's "incident" more strongly than with ITIL's "problem" which there is associated with some wider issue where the "problem" has been escalated because individual incidents that are seen as related to this problem cannot be resolved , or because a number of incidents are being investigated to see if there is a common underlying problem for these.
The responsibilities of these processes include, but are not limited to: · Verifying whether the customer is using the purchased product offering correctly; and · Performing diagnostics based on the customer provided information to determine whether the root cause of the customer problem (in ITIL terms, an "incident" affecting that customer) is linked to the underlying services. The Isolate Customer Problem processes will update open customer problem report, as required during the assessment, and when the root cause has been identified.
Reserved for future use.
The Isolate Customer Problem processes will make the results of the root cause analysis available to other processes. The Isolate Customer Problem processes will notify the Track & Manage Customer Problem processes when the analysis is complete.
This was created from the Frameworx 16.0 Model