Frameworx Application: Service Problem Analysis

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. Service problems impacting the availability of customer services will notify operations applications for immediate manual or automatic mitigation or correction.

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

(2) TAM Application Type Service Problem Analysis

Appears on these diagrams:

• 6.5 Service Problem Management
• Service Problem Analysis

is a more detailed diagram for the

• Service Problem Analysis

Frameworx Processes (Automated TAM to eTOM)

• Diagnose Service Problem
• ITIL Problem Management
• Perform Specific Service Problem Diagnostics
• Perform Specific Service Problem Tests
• Report Service Problem
• Support Service Problem Management
• Survey & Analyze Service Problem

Frameworx Domains (Horizontal)

• Service Domain

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