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Frameworx Process: Problem Handling

Category: (2) eTOM Process Type

Process Identifier: 1.3.7

Original Process Identifier: 1.1.1.6

Maturity Level: 4

Description

Responsible for receiving trouble reports from customers, resolving them to the customer’s satisfaction and providing meaningful status on repair and/or restoration activity to the customer.

Extended Description

Problem Handling processes are responsible for the management of problems reported by customers and associated with purchased product offerings. The objective of these processes is to receive reports from customers, resolving them to the customer’s satisfaction and providing meaningful status on repair and/or recovery activity to the customer. They are also responsible for customer contact and support in relation to any customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customer’s satisfaction. Responsibilities of the Problem Handling processes include, but are not limited to: • Capturing, analyzing, managing and reporting on customer reported problems associated with purchased product offerings; • Initiating and managing customer problem reports; • Correcting customer problems; • Reporting progress on customer problem reports to customer and other processes; • Assigning & tracking customer problem recovery activities • Managing customer problem jeopardy conditions. Problem Handling processes perform analysis, decide on the appropriate actions/responses and carry them out with the intent of restoring normal operation on specific purchased product offerings.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(2) eTOM Process Type Problem Handling

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
  • Design Digital Services
  • eHealth View
  • Get Help
  • How do individual customer problems get handled?
  • Is the feature (specification) value add or revenue generating?
  • Monetize Services
  • Request to Resolve
  • What are the rules around MACD, rollbacks?
  • What does the process to route/escalate the trouble tickets to appropriate stakeholders (level 1-4 support) look like?
  • What order volumes are expected (over time)?

This was created from the Frameworx 16.0 Model


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