The Service Problem Management Business Agreement document provides requirements and use cases for service problem management, i.e., the management of problems that cause one or more services to function at a level below what was committed to the customer.In terms of requirements, the concept of a service problem is defined (this is basically a static requirement). This is followed by several dynamic requirements in the following areas:
- service problem notifications
- service problem control, i.e., the creation, modification and deletion of service problems
- service problem subscription
- service problem retrieval.
The requirements are followed by several use case that provide non-prescriptive flows in support of the requirements. Each use case is traced back to one or more requirements. Further, requirement – use case traceability matrices are provided.
The document starts with several “end-to-end” service problem scenarios that cover a subset of the topic of interest in this document. This is done to clearly set the context for the issue at hand (service problem management) and to make clear what is and what is not in scope.
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