Service Problem Management::Service Problem Policy Management

Service Problem Policy Management Aggregate Function allows to manage the service problem typology, actions and rules, describing:<br/>• all the types of known troubles related to a service type  <br/>• the actions and rules of triggering, of linking and of results analysis that define the strategies for identifying<br/>   - the trouble associated to a – or a set of - service trouble ticket(s) <br/>   - the cause(s) of this trouble and the actions to do to resolve the service trouble . <br/><br/>The definition of the trouble (with specification and rules) is very important because it defines the sequence logic of the actions to be realized to identify and qualify the trouble, one or several associated causes , and to identify the best solution to solve the problem. Specifications and rules may take into account characteristics like urgency level, impact level, priority level of the service trouble ticket.<br/><br/>The different action types are:<br/>• Diagnostic actions and rules to identify the service trouble <br/>   - For example: simple Service test or Service test scenario, inventories consultation to identify installed service and associated installed resources, test historic consultation, …<br/>• Diagnostic actions  and rules to identify the service trouble cause(s) and the possible root cause<br/>   - For example: Plan workforce intervention to check an equipment, launch test scenario, query QoS historic, followed by service test launch if the installed service has a decreasing QoS, query service usage historic, service platforms logs, equipments logs, anomaly historic, …<br/>• Definition of the logic of interpretation of the results of these diagnostic actions, to identify resolution actions. 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. <br/>   - Example: to immediately solve an internet access break, we can provide the customer with a specific equipment which permits wireless connection on 3G/4G network – so he can wait for its internet access repair. <br/>• Definition of notification action, depending on the trouble or the trouble cause identified, for example display a message on the CSP web site, or broadcast a vocal message on IVR in case of collective trouble.<br/>• Definition of lead action, mainly the need or not to initialize ProductTrouble Tickets for all the installed product concerned by the service trouble.<br/><br/>These different actions will be authorized – or not – depending on actor’s role and associated rights. <br/><br/>It is also possible to define rules to manage Service Trouble Tickets and Service Trouble priorities, depending on SLA products subscribed (or assigned by regulatory authorities, to hospitals, strategic installations, …).<br/>