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Frameworx Process: Isolate Customer Problem

Category: (3) eTOM Process Type

Process Identifier: 1.3.7.1

Original Process Identifier: 1.1.1.6.1

Maturity Level: 4

Description

Identify the root cause of the customer problem.

Extended Description

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.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

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.

Candidate Mandatory

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.

Candidate Optional

Reserved for future use.

Candidate Interactions

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.

(3) eTOM Process Type Isolate Customer Problem

Appears on these diagrams:

is a more detailed diagram for the

Issues

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

Frameworx Applications (Partial eTOM to TAM)


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:16