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Insights Research: Customer experience - Enterprise customers
How-to Guide: Becoming a customer-centric business October 2014
Quick Insights: Agile Fulfillment October 2014
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In terms of the Business Process Framework (eTOM), the scope of this Quick Start Pack is the set of level 3 processes in the Assurance vertical that are related to Problem / Trouble Management in the context of cloud services (as opposed to Quality or Performance Management):
Based on GB957 this QSP assesses the process flows for trouble-to-resource in a cloud context and lists cloud specific requirements per process element.
Future versions of this Quick Start Pack will address detailed mappings from these processes to Information Framework (SID) entities, Application Framework (TAM) capabilities, and Business Services.
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