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Downloads >> Process Mapping Templates >> Enhanced Telecom Operations Map Process >> Problem Handling

Enhanced Telecommunications Operations Map

Problem Handling

  • Isolate Customer Problem - Identify the root cause of the customer problem.

  • Create Customer Problem Report - Create a new customer problem report.

  • Report Customer Problem - Monitor the status of customer problem reports, provide notifications of any changes and provide management reports.

  • Track & Manage Customer Problem - Ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy.

  • Correct & Recover Customer Problem - Restore the service to a normal operational state as efficiently as possible.

  • Close Customer Problem Report - Ensure that a problem affecting the customer is solved

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Click on the image below to view the Process Map in HTML format

View the eTOM Process in HTML format

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View the eTOM Process in HTML format