Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

Frameworx Application: Customer Problem Diagnostics

Category: (2) TAM Application Type

Application Identifier: 5.8.3

Maturity Level: 4

Overview

Customer Problem Diagnostics applications provide the necessary functionality to perform the root cause analysis of a reported or affected customer problem.

Functionality

Customer Problem Diagnostics functionality includes the following:

  • Determine the source (root cause) of the problem
  • Utilize service performance and service problem management functions
  • Use Diagnostics /Testing tools to determine the actual cause
  • Use a detailed physical, logical and service inventory to create a up-to-date detailed customer connectivity/topology view.
  • Utilize the following data to resolve the customer problem:
    • Customer Topology and inventory type data (e.g., logical and physical inventory)
    • Customer Information including the business organizational hierarchy
    • Change Management data
    • Customer Service Order data
  • Receive service quality of service violation data from Service Quality Management 
  • Correlate various events associated with customer contact to determine the source
  • Update the case with a “Cause Code”

Supported Business Services

(2) TAM Application Type Customer Problem Diagnostics

Appears on these diagrams:

Frameworx Domains (Horizontal)


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:31