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Frameworx Metric: % Problem Reports Resolved Within SLA Time Requirements

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: decrease problems -> increase customer satisfaction; decrease problems -> decrease operating cost

Capability: ASR

Last Used:

Long FxMetric ID: A-CE-6b

Reporting Detail:

Accuracy: 2

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: % Problems That Are Dealt With In SLA Time Requirements

Metric Special Name:

Metric Value Type:

Preferred: High

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Percent

customer experience of effectiveness of the Assurance process by assessing the proportion of problems dealt with in a timely manner according to SLA definition relative to the total number of problems reported

Alt-Cat1: Customer Experience

Alt-Cat2: Assurance

Alt-Cat3: Ease of Doing Business

Category: Business Metric

Measurand: artifact.problem_report

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID: 115

Legacy Denominator Name: Number of problems due to be closed in the period

Legacy Factor:

Legacy FxMetric ID: 64

Legacy Numerator FxMetric ID: 114

Legacy Numerator Name: Number of problems agreed as closed during period in compliance with SLA definitions.

Legacy Prose Ratio: 114: Number of problems agreed as closed during period in compliance with SLA definitions. / 115: Number of problems due to be closed in the period

Number of Problems Agreed as Closed / Total Number of Problems Reported

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:55