Category: (2) eTOM Process Type
Process Identifier: 1.6.10
Original Process Identifier: 1.0.7.7
Maturity Level: 4
Ensure the timely and effective resolution of all party problems initiated by an enterprise or initiated by another party, such as a partner.
Party Problem Handling ensures the timely and effective resolution of all party problems initiated by an enterprise or initiated by another party, such as a partner. External parties may report discovered problems to an enterprise which may impact product, resources, services and/or customers. It includes the receiving and sending party problems regarding a product, managing the entire problem lifecycle, reporting changes to and updates to, and closure of a problem when all activities have been completed. It also ensures that the interactions are in accordance with the agreed commercial arrangements between an enterprise and another party. External parties are engaged by an enterprise in solving and resolving received party problems by communicating a problem to them when: - A higher level expertise and/or higher level support is required to resolve a problem - An enterprise has outsourced specific activities to another party which are needed as part of solving and resolving problems, for example outsourced field maintenance - A product has been purchased from another party - A product or product component is owned and maintained by an external party.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.