Customer-reported service degradation is analyzed by service management and resource provisioning to produce a resolution.
At the beginning the customer perceives that her subscribed service has degraded. A problem report is entered into system T and compared to the customer SLA. Based on this, the necessary counter measures are determined. An electronic service determines the significance of the customer. In case the customer is premium, the process links to an extra problem fix process. Service Management investigates whether the problem is analyzable at their level or at Resource Provisioning. Either Service Management or Resource Provisioning analyzes the problem and creates a trouble report. The final status report is prepared and counter measures are taken. Two concurrent activities are triggered: a report is created for the customer and an SLA violation rebate is reported to Billing and Collections.
| Activity | Actor |
|---|---|
| Enter Problem Report | Customer Service |
| Determine Counter Measures | Customer Service |
| Assess Customer Significance | Electronic Service |
| Analyze Problem | Service Mgmt / Resource Provisioning |
| Prepare Status Report | Service Management |
| Create Customer Report | Service Management |
| Report SLA Rebate | Service Management |