Category: (2) TAM Application Type
Application Identifier: 5.8.3
Maturity Level: 4
Overview
Customer Problem
Diagnostics applications provide the necessary functionality to perform the root
cause analysis of a reported or affected customer problem.
Functionality
Customer Problem
Diagnostics functionality includes the following:
- Determine
the source (root cause) of the problem
- Utilize
service performance and service problem management functions
- Use
Diagnostics /Testing tools to determine the actual cause
- Use
a detailed physical, logical and service inventory to create a up-to-date
detailed customer connectivity/topology view.
- Utilize
the following data to resolve the customer problem:
- Customer
Topology and inventory type data (e.g., logical and physical
inventory)
- Customer
Information including the business organizational hierarchy
- Change
Management data
- Customer
Service Order data
- Receive
service quality of service violation data from Service Quality
Management
- Correlate
various events associated with customer contact to determine the
source
- Update the case with a “Cause Code”
Supported Business Services
