Service Problem Management::Service Problem Resolution

The Service Problem Resolution Aggregate Function allows to resolve the service problem in order to bring back the service to a normal operational state as efficiently as possible.<br/>This may involve automated or manual restoration activities. It may also involve reconfiguration, re-assignments, temporary work-arounds, and/or dispatches of field technicians.<br/>These resolution actions can be temporary or palliative, to quickly stop the trouble, and followed by other actions which will definitely treat the trouble cause. So different resolution actions can be planned and executed, associated to the same Service Trouble.<br/>These actions can be treated through resource trouble ticket – and complementary analysis at resource level - or directly through resource order (ex: reconfiguration of an equipment).<br/>For example to resolve a Service Trouble, the action could be to position the service on another resource (new resource order), if the current installed base resource is defective.<br/><br/>The Service Problem Resolution Aggregate Function includes:<br/>• Identification of the diagnostic actions relevant to identify the service trouble, based on the service type and rules defined by the Service Problem Strategy and Policy Management function<br/>• Triggering of these diagnostic actions and analysis of their results<br/>• Initialization of the Service Trouble – or association to an existing Service Trouble in case of collective disturbance<br/>• Identification of the internal actor or team in charge of the Service Trouble Ticket management, follow up and reporting<br/>• Escalation procedure.<br/>