Category: (4) eTOM Process Type
Process Identifier: 1.3.11.2.3
Original Process Identifier: 1.1.1.12.2.3
Maturity Level: 4
Identify the root cause on customer bill inquiry.
Not used for this process element.
Not used for this process element
The purpose of Identify Customer Bill Inquiry Root Cause is to identify the root cause on cus-tomer bill inquiry and make the results available to other processes. Once the root cause is identified, this process will notify Modify Customer Bill Inquiry process to update the customer bill inquiry report.
Not used for this process element
The use of the Root Cause analysis is to ensure that the same problem does not exist for other customers, as well as to tighten procedures to ensure that such errors cannot be introduced into the operations again.
Identify Customer Bill Inquiry Root Cause identifies what problem or problems were the root cause of the Customer Bill inquiry. It makes the results available to other processes.
If a root cause is identified, this process will notify Modify Customer Bill Inquiry process to update the customer bill inquiry report.
OS&R Problem Handling
This was created from the Frameworx 16.0 Model