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Frameworx Process: Manage QoS/SLA Violation

Category: (3) eTOM Process Type

Process Identifier: 1.3.8.2

Original Process Identifier: 1.1.1.7.2

Maturity Level: 4

Description

Ensure that the customer and the relevant internal processes are informed of service quality degradations and violations and that action is undertaken to resolve the degradation or violation

Extended Description

The purpose of the Manage QoS/SLA Violation processes is to ensure that the customer and the relevant internal processes are informed of service quality degradations and violations and that action is undertaken to resolve the degradation or violation. They analyze all the information related to a QoS/SLA degradation or violation and take the appropriate actions when a soft threshold is crossed or the agreed QoS is violated. They follow up the actions to ensure that the customer is satisfied with the resolution of the problem. They ensure that the customer is informed of any planned maintenance or other scheduled events likely to impact delivery of the customer's service.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The purpose of the Manage QoS/SLA Violation processes is to ensure that the customer and the relevant internal processes are informed of service quality degradations and violations and that action is undertaken to resolve the degradation or violation. 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 Manage QoS/SLA Violation processes analyze all the information related to a QoS/SLA degradation or violation and take the appropriate actions when a soft threshold is crossed or the agreed QoS is violated. They follow up the actions to ensure that the customer is satisfied with the resolution of the problem. They ensure that the customer is informed of any planned maintenance or other scheduled events likely to impact delivery of the customer's service.

Candidate Optional

Reserved for future use.

Candidate Interactions

They ensure that the customer is informed of any planned maintenance or other scheduled events likely to impact delivery of the customer's service.

(3) eTOM Process Type Manage QoS/SLA Violation

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Applications (Automated eTOM to TAM)

Issues

  • 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 22:16