Customer QoS/SLA Management

MODA / Business Process Framework / Process / Customer Domain / Customer QoS/SLA Management

Project:

Customer QoS/SLA Management : Public <<TMF_Process>> eTOM Process

Created:	6/28/2022 5:17:30 PM
Modified:	1/16/2025 11:26:34 AM

Project:
Author:	TMF
Version:	24.0.0
Phase:	24.5.0
Status:	Team Approved
Complexity:	Easy
Difficulty:
Priority:
Multiplicity:
Advanced:
UUID:	{A07F0846-5F5C-4a9d-915E-19B670FEDBD9}
Appears In:	Business Process Framework Level 1 Overview - START HERE, Customer Domain, Business Process Framework Level 1 - short Name, Customer Domain: eTOM Process Produces ABE (2)

Customer QoS/SLA Management processes encompass monitoring, managing and reporting of delivered vs. contractual Quality of Service (QoS), as defined in the enterprise's Service Descriptions, customer contracts or the catalogue of product offerings. They are also concerned with the performance of the enterprise and its products in relation to its Service Level Agreements (SLA) for specific product instances, and other service-related documents. They include operational parameters such as resource performance and availability, but also encompass performance across all of a product's contractual or regulatory parameters, e.g., % Completion on Time for Order Requests, time to repair commitments, customer contact performance. Failure to meet a contracted SLA may lead to billing adjustments, which are handled by Billing and Collections Management.<br/>

Associations To
Associations From
Tagged Values
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Element	Source Role	Target Role
«TMF_Vertical» Assurance Vertical «TMF_VerticalAggregatesProcess»	Name:	Name:
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«TMF_Domain» Customer Domain Domain «TMF_DomainAggregatesProcess»	Name:	Name:
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Element	Source Role	Target Role
«TMF_Process» Manage QoS/SLA Violation eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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«TMF_Process» Track & Manage Customer QoS Performance Resolution eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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«TMF_Process» Report Customer QoS Performance eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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«TMF_Process» Create Customer QoS Performance Degradation Report eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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«TMF_Process» Assess Customer QoS/SLA Performance eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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«TMF_Process» Close Customer QoS Performance Degradation Report eTOM Process «TMF_isComposedByProcess»	Name:	Name:
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Tag	Value
BriefDescription	Customer QoS/SLA Management uses indicators produced by other processes such as Product Performance Mgt as well as information coming from Customer orders for delivery delay vs. contractual Quality of Service (QoS),
Details:
HierarchyLevel	2
Details: Description: the level of this object in the hierarchy (1-x integer)
Issue	Business Process Framework 15.0 Modification Business Process Framework 15.5 Modification Design Digital Services Do you have a rule engine or analytic system to guide the interaction between customers and the CSR or other self-service channels? eHeal
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Maturity	4
Details: Description: the maturity level of this element (1-x integer)
Original Process Identifier	1.1.1.7
Details:
Process Identifier	1.3.8
Details:
TMFStatus	Released
Details: Values: Released,Preliminary,Draft,Not Fully Developed,likelyToChange,likelyToBeDeprecated Description: the TM Forum status
UID	00038
Details: Description: Unique Process ID

Property	Value
isFinalSpecialization:	0

Object	Type	Connection	Direction	Notes
«TMF_Metric» # Customers With SLA	Metric	Dependency	From
«TMF_Metric» # SLA Violations, Per SLA	Metric	Dependency	From
«TMF_Metric» # SLAs	Metric	Dependency	From
«TMF_Metric» % Customers With SLA	Metric	Dependency	From
«TMF_ABE» Customer Service Level Agreement ABE	ABE	Dependency	To
«TMF_Metric» $ SLA Management Cost	Metric	Dependency	From
«TMF_Metric» # SLA Violations	Metric	Dependency	From
«TMF_Metric» % SLA Management Cost, Of Revenue	Metric	Dependency	From