Customer Support Management::Support Customer Problem Management

The responsibilities of the Support Customer Problem Management processes are twofold - assist Problem Management processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Management processes.
These processes are responsible for ensuring that the purchased product offerings are working effectively and efficiently.
Responsibilities of these processes include, but are not limited to:
• Extracting and analyzing, including undertaking trend analysis, historical and current customer problem reports and performance reports to identify potential customer purchased product offerings requiring proactive maintenance and/or replacement;
• Requesting scheduling of additional customer purchased product offering data collection to assist in the analysis activity;
• Requesting scheduling of customer purchased product offering performance testing to assist in analysis activity;
• Developing and managing customer purchased product offering proactive maintenance programs;
• Requesting customer provisioning activity to prevent anticipated customer problems associated with purchased product offerings identified in the analysis activities;
• Reporting outcomes of trend analysis to Market & Offer Management processes to influence new and/or modified customer product offering development;
• Tracking and monitoring of the Problem Management processes and associated costs (including where customer infrastructure is deployed and managed by third parties), and reporting on the capability of the Problem Management processes
• Establishing and managing customer problem notification facilities and lists to support the Problem Management notification and reporting processes
These processes undertake trend analysis on Problem Management