Category: (2) TAM Application Type
Application Identifier: 6.5.3
Maturity Level: 4
Overview
Service
Problem Analysis applications provide necessary functionality to diagnose the
service problem. The application will also correlate customer problems
with resource troubles, and prioritize the problem
appropriately.
Functionality
Service
Problem Analysis applications provide necessary functionality to diagnose the
service problem. This may involve:
- Verification
that the service configuration matches the product features
- Correlation
and consolidation of the various customer problems and resource troubles
into a single root service problem
- Prioritization
of currently open service problems, giving consideration to problem impact,
service level agreement, etc.
- Issuing
service tests, including one time tests or a series of tests over a period of
time.
- Analysis
of test results
- Analysis
of relevant fault of performance data
- Analysis
of customer problem information
Supported Business Services
