Category: (3) eTOM Process Type
Process Identifier: 1.3.8.2
Original Process Identifier: 1.1.1.7.2
Maturity Level: 4
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
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.
Reserved for future use.
Reserved for future use.
Reserved for future use.
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.
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.
Reserved for future use.
They ensure that the customer is informed of any planned maintenance or other scheduled events likely to impact delivery of the customer's service.
This was created from the Frameworx 16.0 Model