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TM Forum Standards

To run your business with maximum agility and to deliver growth, you need to automate your core business operations with commercial off-the-shelf systems. TM Forum's Frameworx suite of standards and support services provide the blueprint for effective business operations, enabling you to take a service-oriented approach to your business.

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Customer Problem Management

The purpose of Customer Problem Management is to manage problems reported by customers, resolving these problems to the customer’s satisfaction, and providing meaningful status on the issue as needed to the customer.

Customer problems can include:

General questions on products purchased and being used by the customer
Problems with products already purchased and being used by the customer either due to lack of education or service/network problems.
Problems with a material purchase from the service provider, even if they do not have an account with the said service provider.
General inquiries, complaints, and commendations.

Note: A customer problem may or may not result in a billing adjustment. Billing related issues are handled via Billing Inquiry, Dispute & Adjustment Management, See Case Management for more information.

Customer Problem Management

Product/Service Name	Company
ACSR	CSG International
Alcatel-Lucent 8920 Problem Management	Alcatel-Lucent
Alcatel-Lucent 8920 Service Availability	Alcatel-Lucent
Alcatel-Lucent 8920 Service Troubleshooting	Alcatel-Lucent
Amdocs Quality	Amdocs Management Limited
Amdocs Support	Amdocs Management Limited
Application Development & Management	Tech Mahindra Limited
Application Integration Architecture	Oracle Corporation
Application Service Management	Tech Mahindra Limited
ARS over OSS/J	Ascom Deutschland GmbH, Systems & Solutions
B/OSS	Tech Mahindra Limited
BAssured™ Tariff and Rating Assurance Platform	AssuringBusiness Pte Ltd
Beesion Swarm	Beesion Technologies
BPO Services	Tech Mahindra Limited
BSS Consulting & System Integration Services	Objective Technologies SA
Business Intelligence	Tech Mahindra Limited
Business Operations Optimization	LTC International Inc
Business Support System (BSS)	ZTEsoft Technology Co., Ltd
CC&B Solution for 3G	ZTEsoft Technology Co., Ltd
CC&B Solution for Wireless	ZTEsoft Technology Co., Ltd
CC360 - Customer Care	Qvantel Software Solutions Ltd.
CE3: Customer Experience Enhancement Engine	Tech Mahindra Limited
Cerillion CRM Plus	Cerillion Technologies Limited
Chameleon OSS Integration Framework	Amartus
Comarch Cloud Service Management & Billing	Comarch S.A.
Comarch CRM for Telecoms	Comarch S.A.
Comarch Customer Experience Management	Comarch S.A.
Comarch Solution for MVNOs	Comarch S.A.
Comverse Converged Billing Suite	Comverse
Convergys CRM	Convergys
Crestel- Convergent Billing Framework	Elitecore Technologies Limited
Customer Experience Management	Seavus AB
diseMP	MDS
Dynamic Decisioning Solution (DDS)	Convergys
Enterprise Application Integration	Tech Mahindra Limited
eoPath - Service Intelligence	Anritsu A/S
eoPath Commit	Anritsu A/S
eoPath Enterprise	Anritsu A/S
eoPath Insight	Anritsu A/S
Factdelta Customer Interaction Management	Factdelta
Factdelta eCommerce	Factdelta
Factdelta Problem Management	Factdelta
Global Services	Sandvine
Huawei - Enterprise Customer Relationship Management Solution	Huawei Technologies Co. Ltd
Huawei NGBSS - Customer Relationship Management Solution	Huawei Technologies Co. Ltd
Huawei NGBSS - IP Contact Center Solution	Huawei Technologies Co. Ltd
ICT Consulting	EXIS I.T.
Ignite - Data Analytics and Business Intelligence	Cliintel
Infonova BSS R6	Infonova
Integrated Applications Solution (IAS)	Tekelec
IT Solutions Consulting	Tech Mahindra Limited
MasterClaw™	Anritsu A/S
MasterClaw™	Anritsu A/S
MIB (MVNO-In-a-Box)	Tech Mahindra Limited
Mobile Value Added Services	Tech Mahindra Limited
NeOSS	Korea Telecom
NetCracker Customer Problem Management	NetCracker Technology
Netrac ServiceImpact	TEOCO Corporation
NexusNETVIEW Mobile Broadband	Nexus Telecom AG
Ontology 3	Ontology Systems
OSSEra Point Products	OSSEra, Inc.
Performance Management Solution	Tekelec
PETER-SERVICE CRM_CMS	PETER-SERVICE
Prepaid KPI Service Package	Tekelec
QBSS- Business Support Systems from the Cloud	Qvantel Software Solutions Ltd.
Qosmos ixMachine	Qosmos
Rapid Offer Design and Order Delivery	Oracle Corporation
Revenue Assurance	Giza Systems
Roaming KPI Service Package	Tekelec
Sales Cloud 2	Salesforce.com
Security Management KPI Service Package	Tekelec
Serve atOnce Traffica	Nokia Siemens Networks
Service Cloud 2	Salesforce.com
siriOSS® FiRe - Service assurance monitoring	Siemens AG Oesterreich
SMS KPI Service Package	Tekelec
SOLVATiO® - Automated Assurance	iisy AG
ST-iCRM	SI-TECH Information Technology Ltd.
System Integration	Tech Mahindra Limited
System Integration 2.0	Tech Mahindra Limited
TBMS Customer care	SunTec Business Solutions Pvt Ltd
Tech Mahindra’s Offerings Leveraging Tele Management Forum Standards	Tech Mahindra Limited
Telecommunication Operator Transformation	Tech Mahindra Limited
Traffic Management KPI Service Package	Tekelec
Troubleshooting Solution	Tekelec
Unified Assurance	Tektronix Communications
walletXpress - Recharging & mobile payment	Siemens AG Oesterreich
wiSLA (well integrated SLA)	BI Telecom
Xyna Factory	GIP AG
ZIRA CRM	ZIRA Ltd.
ZSmart Integrated Prepaid & Postpaid Solution	ZTEsoft Technology Co., Ltd

Please note: TM Forum makes no representations about the suitability or content of the documents published on the site which are furnished solely by members of TM Forum without review or monitoring by TM Forum. TM Forum therefore disclaims and shall not be liable or responsible for any and all losses or damage caused to anyone by reason of the information, ideas or content suggested or referenced in the documents.

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What is Collaboration? TM Forum's Collaboration Program is a "Virtual Research and Development Consortium" made up of TM Forum members for a growing array of industries, including communications - telco, wireless, cable and Internet; cloud; defense; content; and information services. Collaboration Program What is Collaboration? Collaboration Program How can I participate? What can I participate in? How does Collaboration work? What are the benefits of participation? Catalyst Program Document Library Collaboration Community Collaboration Topics Transformation Business Analytics and Benchmarking Business Process Management Developing Service-Oriented Architecture Solutions Frameworx Core Core Frameworx Extensions Standardized Interfaces Cable Cloud Catalyst Demonstrations Defense Enabling & Managing Services Market Groups Resource Management Revenue Management & Customer Experience Security Universities Collaboration A-Z Application Framework (TAM) Asset Management Community Benchmarking Participant Community Benchmarking Public Community BtoB Business Process Framework Extensions Business Enablement Business Metrics and Scaffold Business Process Framework (eTOM) Cable - eTOM for Cable Cable - OSS/BSS Architecture for Cable Cable Business Intelligence Cable Initiative Catalog Management Catalyst Program Charging and Billing Cloud and New Services Initiative Cloud Billing Cloud Business Models and Services Initiative Cloud/Frameworx QSP Cloud Security & Risk Cloud Service Definitions Cloud SLA Management Concept to Market Customer Experience Data Analytics Data Migration Defense Initiative Developer Network Energy Smart Grid Enterprise Cloud Leadership Council (ECLC) Enterprise Risk Management Enterprise Security Management (eSec) Fault Management Harmonization Federated Service Level Management Frameworx Frameworx Architecture Steering Team (FAST) Fraud Management Information Framework (SID) Integration Program Integration Program/Interfaces Intelligent Device Management Inventory Management IPDR Next Gen IPsphere Lean Six Sigma MTOSI MTOSI GPON Activaction New Business Models Next Generation Wireless Wireline Ordering and Activation OSS/J Policy Based Management Resource Alarm Management Resource and Service Assurance -- Fault Management Resource and Service Assurance -- Performance Management Resource and Service Assurance -- Resource Management Resource and Service Management Revenue Assurance Revenue Management Initiative Security Management Service Level Agreement Management Service Management --IP Management Service Provider Cloud Requirements Service Provider Leadership Council (SPLC) SES (Software Enabled Services) Shared Interface Infrastructure Spectrum Management Wholesale Cost Management Workforce Management


TM Forum Standards To run your business with maximum agility and to deliver growth, you need to automate your core business operations with commercial off-the-shelf systems. TM Forum's Frameworx suite of standards and support services provide the blueprint for effective business operations, enabling you to take a service-oriented approach to your business. What is the value of standards? How can I participate in standards development? Frameworx Frameworx Overview Frameworx Quick Start Library Business Process Framework (eTOM) Information Framework (SID) Application Framework (TAM) Integration Framework Business Metrics Frameworx Implementation Support Frameworx Implementation Support Frameworx Conformance Certification Business Benchmarking Business Metrics Automation Certification Training & Certification Best Practices Procurement Revenue Assurance Service Level Agreement Management Software Enabled Services Management IPsphere Frameworx 12 Suite of standards that enable successful business transformation Latest Downloads Select the standard you would like to download. Application Framework (TAM) 12 Business Process Framework (eTOM) 12 Information Framework (SID) 12 Integration Framework 12 Revenue Assurance Solution Suite 3.6 Business Performance Measurement System (BPMS 5.7)


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About TM Forum About TM Forum Introduction to TM Forum Background Board of Directors Management Team Careers with TM Forum Industry Jobs Board Contact Us 中国的 Collaboration Collaboration Program How can I participate? What can I participate in? How does Collaboration Work? What are the benefits of participation? Project list Catalyst Program Publications Perspectives 2011 Business Benchmarking Business Intelligence Quarterly Insights Research Reports Quick Insights Newsletters Case Studies White Papers Bookstore Media Kits Conferences Management World 2012 TM Forum's Middle East Summit TM Forum's Latin America Summit Spotlights Training Webcasts Supported Events Membership Membership Membership Benefits How to Join Member List Marketing Solutions Center Contact Us Standards Frameworx Overview Business Process Framework (eTOM) Information Framework (SID) Application Framework (TAM) Integration Framework Business Metrics Frameworx Implementation Support Revenue Assurance SLA Management Software Enabled Services Management IPsphere Training About Training Upcoming Training Courses On-Site Training TM Forum Certification Executive Workshops Course Details Copyright © 1988-2012, TeleManagement Forum. All Rights Reserved Contact Us Careers with TM Forum News Room Privacy Policy Terms of Use Sitemap