Product Title: Hewlett-Packard OSS Assurance Solution
Product Version: Version 1.4
Frameworx
Version: Version 10
Business Process Framework version: Version 8.0
Information Framework version: Version 9.0
Assessment Completion Date: November 2011
Detailed Certification Results: Business Process Framework (eTOM); Information Framework (SID)
Product Overview
TM Forum has reviewed and approved the self-certification of the product listed here against Business Process Framework (eTOM) version 8.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) compliance scale.
Scope of Assessment – Business Process Framework Footprint
The following figure represents Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of the Hewlett-Packard OSS Assurance Solution Product that were assessed and support the corresponding eTOM processes.
Business Process Framework Footprint
Assessment Phases
The assessment was done in two phases:
1st phase: SM Basis with OMi, SQM, PI, AF, using products and customer example documents for references
2nd phase: SM Basis with TeMIP/UCA, USLAM, SM/SD, using only product documents for references
That approach comprised a double assessment for process elements of “Resource Trouble Management” and “Service Problem Management”: first OMi, then with TeMIP and UCA. Both are able to fulfill the same TM Forum Business Process Framework processes, but the products differentiate in scalability and integration capabilities. Their selection depends on the context and scope of managed technology.
Product Conformance – Summary
The following charts give an overview of the conformance scores granted to the Business Process Frameworx Level 2 & Level 3 processes presented in scope for the Hewlett-Packard OSS Assurance Solution Business Process Framework Assessment.
The graphical representation of the Conformance Scores below combines the results of 1st and 2nd phase of the assessment.
Business Process Framework Conformance Result [1/2]
Business Process Framework Conformance Result [2/2]
Solution Conformance – with Comments
The following tables give details of the conformance scores granted to the Business Process Frameworx Level 2 & Level 3 processes presented in scope for the Hewlett-Packard OSS Assurance Solution Business Process Framework Assessment.
The tabular representation of the Conformance Scores below contains duplicate entries for Resource Trouble Management” and “Service Problem Management” as per their assessment in both phases of the overall assessment.
| Assessed Business Process Framework (eTOM) Conformance |
||
| eTOM Process Element |
Conformance Level | Comment |
| Within Level 1: 1.1.2 – Service Management & Operations |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.2.3 Service Problem Management [ SM Basis, OMi ] |
Scope Fully Conformant (3) |
Seven Level 3 eTOM processes have been assessed here for conformance, these are: 1.1.2.3.1 Create Service Trouble Report 1.1.2.3.2 Diagnose Service Problem 1.1.2.3.3 Correct & Resolve Service Problem 1.1.2.3.4 Track & Manage Service Problem 1.1.2.3.5 Report Service Problem 1.1.2.3.6 Close Service Trouble Report 1.1.2.3.7 Survey & Analyze Service Problem These 7 processes cover the entire lifecycle of the Service Problem Management core process as defined in the Business Process Framework (eTOM) with no deviations. |
| 1.1.2.3.1 Create Service Trouble Report | Scope Fully Conformant (5) |
Conformant In HP SM, a Service Trouble is typically created as an incident (as defined in ITIL) associated with the involved service objects. The creation of a service trouble report is then achieved through partially automated ITIL/eTOM conformant capabilities. The support provided for this L3 process by the HP SM solution fulfills conformance criteria satisfactorily. |
| 1.1.2.3.2 Diagnose Service Problem | Scope Fully Conformant (5) |
Conformant This process is fully supported by a blend of both ITIL (Incident Management) and eTOM aligned capabilities. Most automated diagnosis is realized in the HP SM using the “Fault Tree” concept. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.3.3 Correct & Resolve Service Problem | Scope Fully Conformant (5) |
Conformant This process is also supported through a combination of ITIL (Incident Management) and eTOM requirements. Parts of this process are fully automated using the “Fault Tree” concept, while some other parts are supported through partial automation. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.3.4 Track & Manage Service Problem | Scope Fully Conformant (5) |
Conformant In general this process is supported in line with eTOM defined requirements and according to ITIL Incident, Problem and Change Management processes. Supporting documentation provided for this process reveals in general a partially automated support provided by HP SM but fully satisfies criteria for conformance with the Business Process Framework (eTOM). |
| 1.1.2.3.5 Report Service Problem | Scope Fully Conformant (5) |
Conformant This process represents the core functionality of HP SM; it is fully supported based on ITIL Incident Management and in alignment with the Business Process Framework (eTOM). HP SM provides a specific reporting module and users have a complete overview of new or assigned incidents. The customer use case applies standard GUIs. This process is supported by fully automated capabilities with a few partially automated features too, but there are no tasks left for manual-only processing. The supporting documentation provided has passed conformance criteria successfully and satisfactorily. |
| 1.1.2.3.6 Close Service Trouble Report | Scope Fully Conformant (5) |
Conformant Incident Closure is handled to a certain extent manually based on ITIL Incident Management workflow, but monitoring the status of all open service trouble reports, as well as updating their status to “cleared” is supported by automated capability in HP SM. The supporting documentation and evidence provided for this process has demonstrated conformance to the Business Process Framework (eTOM) |
| 1.1.2.3.7 Survey & Analyze Service Problem | Scope Fully Conformant (5) |
Conformant Support for this process is for the most part achieved through fully automated capabilities coupled with a few limited manual tasks; such support is based on Fault Management and Event Management functionality provided by the HP SM solution. Documentation and supporting evidence provided is fully conformant in the scope of this assessment. |
| Within Level 1: 1.1.2 – Service Management & Operations |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.2.3 Service Problem Management |
| Within Level 2: 1.1.2.3 Service Problem Management [ SM Basis, TeMIP with UCA ] |
Scope Fully Conformant (3) |
Fully Conformant* The following Level 3 processes were assessed for conformance: 1.1.2.3.2 Diagnose Service Problem 1.1.2.3.7 Survey & Analyze Service Problem These 2 processes cover one third of the entire lifecycle of the Service Problem Management core (level2) process in the Business Process Framework (eTOM) with no deviations. * Note: The other five processes: 1.1.2.3.1 Create Service Trouble Report, 1.1.2.3.3 Correct & Resolve Service Problem, 1.1.2.3.4 Track & Manage Service Problem, 1.1.2.3.5 Report Service Problem, and 1.1.2.3.6 Close Service Trouble Report were assessed for conformance as part of the first phase earlier this year and resulted in full conformance scores; therefore the score for the L2 parent process assessed here will not be penalized. |
| 1.1.2.3.2 Diagnose Service Problem | Scope Fully Conformant (5) |
Conformant A Service Problem is analyzed typically by a Service Impact Analysis (within 1.1.3.3.1 – Survey & Analyze Resource Trouble), hence the same correlation can be done to diagnose the service problem through HP Universal Correlation Analyzer; the underlying root cause of the problem can be investigated and resolved and the impact on managed services is determined through correlation. Once the root cause is identified through alarms correlations, further investigations can be done according to ITIL Incident Management in line with eTOM conformant functional capabilities as described in support of the processes along this document. This process is supported through a combination of automated capabilities and manual support. Most automated diagnosis is realized using the “Fault Tree” concept. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.3.7 Survey & Analyze Service Problem | Scope Fully Conformant (5) |
Conformant Service Monitoring is covered thru TeMIP Service Console with integrated UCA as Correlation Manager. Services are modeled in TeMIP as Managed Objects. The alarms look the same as those for Resources but Service alarms are typically of Alarm Type “Quality of Service”. Detecting and collecting service alarm event notifications from resources is achieved via TeMIP Access modules, which will work through Root Cause Analysis to identify the originating resource, which is part of a model displayed by means of a local or geographic localization information. TeMIP provides a GIS Map to localize the managed elements. This process is mostly supported through automated capabilities including some limited manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| Within Level 1: 1.1.2 – Service Management & Operations |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.2.4 Service Quality Management [ SM Basis, SQM ] |
Scope Partially Conformant (2) |
Six Level 3 eTOM processes have been assessed here for conformance, these are: 1.1.2.4.1 Monitor Service Quality 1.1.2.4.2 Analyze Service Quality 1.1.2.4.4 Report Service Quality Performance 1.1.2.4.5 Create Service Performance Degradation Report 1.1.2.4.6 Track & Manage Service Quality Performance Resolution 1.1.2.4.7 Close Service Performance Degradation Report These 6 processes cover over 85% of the lifecycle of the Service Quality Management core process as defined in the Business Process Framework (eTOM) with no deviations. Only the process 1.1.2.4.3 – Improve Service Quality was excluded from the scope of this assessment. |
| 1.1.2.4.1 Monitor Service Quality | Scope Fully Conformant (5) |
Conformant This process is supported through a fully automated set of capabilities provided by the HP SQM Solution which comprises primarily:
There appears to be very little manual interaction involved in the support of this process by the HP SQM solution. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.4.2 Analyze Service Quality | Scope Fully Conformant (5) |
Conformant The Monitoring process provided by the SQM solution comprises the analysis of service quality by calculating secondary KPIs about Service Quality, using collected KPIs from the monitoring process. This process is supported through a fully automated set of capabilities with very little manual interaction involved. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.4.4 Report Service Quality Performance | Scope Fully Conformant (5) |
Conformant This process is supported by monitoring service performance degradation reports in the form of ITIL incidents; the approach is articulated according to the ITIL Incident Management process in line with requirements stated in the eTOM process. Service Quality performance reporting is provided using HP SQM directly. Support for this process is achieved through automated capabilities including some manual steps depending on some conditions. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.2.4.5 Create Service Performance Degradation Report | Scope Fully Conformant (5) |
Conformant This process is supported by monitoring service performance degradation reports according to the ITIL Incident Management process. Performance degradations in general are treated as incidents (as defined in ITIL) and are managed by leveraging ITIL methods in line with eTOM process requirements. Supporting documentation provided for this process reveals in general a blend of automated and manual capabilities provided by HP SM but fully satisfies criteria for conformance with the Business Process Framework (eTOM). |
| 1.1.2.4.6 Track & Manage Service Quality Performance Resolution | Scope Fully Conformant (5) |
Conformant This process is also fully supported in line with ITIL Incident Management workflows. Automation is achieved using the Fault Tree concept which is a widely used HP SM feature across most of the SQM process. This process is supported through a combination of manual and automated capabilities. The supporting documentation provided has passed conformance criteria successfully and satisfactorily. |
| 1.1.2.4.7 Close Service Performance Degradation Report | Scope Fully Conformant (5) |
Conformant Support for this process is also articulated on ITIL Incident Management. Incident closure is partly automated using HP OO (HP Operations Orchestration) module (workflow scheduling), especially for the incident documentation and completion part of the process, but there are some core activities handled manually as they require human decision making before the incident can be closed. The supporting documentation and evidence provided for this process has demonstrated conformance to the Business Process Framework (eTOM) |
| Within Level 1: 1.1.3 – Resource Management & Operations |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.3.3 Resource Trouble Management [ SM Basis, OMi ] |
Scope Fully Conformant (3) |
Seven Level 3 eTOM processes have been assessed here for conformance, these are: 1.1.3.3.1 Survey & Analyze Resource Trouble 1.1.3.3.2 Localize Resource Trouble 1.1.3.3.3 Correct & Resolve Resource Trouble 1.1.3.3.4 Track & Manage Resource Trouble 1.1.3.3.5 Report Resource Trouble 1.1.3.3.6 Close Resource Trouble Report 1.1.3.3.7 Create Resource Trouble Report These 7 processes provide support for the entire set of core processes within the SM&O layer in the Operations area of the Business Process Framework (eTOM) with no deviations. |
| 1.1.3.3.1 Survey & Analyze Resource Trouble | Scope Fully Conformant (5) |
Conformant Support for this process is for the most part achieved through fully automated capabilities and a few partially automated tasks; The process is fully supported in HP SM based on both Event Management and Fault Management. Service impact, starting from resource events, is a standard feature in the HP solution. Services are represented as CIs (as defined in ITIL), the dependency of services to resources is shown in CI Tree Views. The supporting documentation provided has demonstrated alignment and conformance with the Business Process Framework (eTOM) with no deviations. |
| 1.1.3.3.2 Localize Resource Trouble | Scope Fully Conformant (5) |
Conformant Support for this process is for the most part achieved through automated capabilities coupled with a few partially automated and very little but existing manual support (mostly user’s interaction with the GUI). The automation is realized in the customer case, using the “Fault Tree” provided with HP OO which is the HP module allowing to schedule workflows. This process passed conformance criteria with no deviations. |
| 1.1.3.3.3 Correct & Resolve Resource Trouble | Scope Fully Conformant (5) |
Conformant This process is supported through a blend of automated (using the Fault Tree concept), partially automated and manual tasks. The support is based on ITIL Incident Management. Restoration activities require manual tasks under specific circumstances. This process passed conformance criteria with no deviations. |
| 1.1.3.3.4 Track & Manage Resource Trouble | Scope Fully Conformant (5) |
Conformant In general this process is based on ITIL Incident, Problem and Change Management processes. It is supported via a mixture of automated and manual capabilities; for instance scheduling, assigning and coordinating repair and restoration activities are manual tasks for the most part. Some partially automated support was also identified in this process. The process passed (eTOM) conformance criteria successfully with no deviations. |
| 1.1.3.3.5 Report Resource Trouble | Scope Fully Conformant (5) |
Conformant This process is fully supported based on ITIL Incident Management but in alignment with the specific requirements outlined in the Business Process Framework (eTOM). HP SM provides a specific reporting module which provides mostly automated capabilities in support of this process with a few partially automated features, but no manual support or manual tasks are needed. The supporting documentation provided has passed conformance criteria successfully and satisfactorily. |
| 1.1.3.3.6 Close Resource Trouble Report | Scope Fully Conformant (5) |
Conformant This process is supported according to ITIL Incident Management best practices and in line with the Business Process Framework (eTOM) requirements. Support for this process is mostly achieved by a set of fully automated capabilities with some manual tasks. The process has passed conformance criteria with no deviations found. |
| 1.1.3.3.7 Create Resource Trouble Report | Scope Fully Conformant (5) |
Conformant This process is supported according to ITIL Incident Management best practices and in line with the Business Process Framework (eTOM) requirements. Support for this process is mostly achieved by a set of fully automated capabilities with some manual tasks. The process has passed conformance criteria with no deviations found. |
| Within Level 1: 1.1.3 – Resource Management & Operations |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.3.3 – Resource Trouble Management |
| Within Level 2: 1.1.3.3 – Resource Trouble Management [ SM Basis, TeMIP with UCA ] |
Scope Fully Conformant (3) |
Fully Conformant* The following Level 3 processes were assessed for conformance: 1.1.3.3.1 – Survey & Analyze Resource Trouble 1.1.3.3.2 – Localize Resource Trouble These 2 processes cover one third of the entire lifecycle of the Resource Trouble Management core (level2) process in the Business Process Framework (eTOM) with no deviations. * Note: The other five processes: 1.1.3.3.3 Correct & Resolve Resource Trouble, 1.1.3.3.4 Track & Manage Resource Trouble, 1.1.3.3.5 Report Resource Trouble, 1.1.3.3.6 Close Resource Trouble Report, and 1.1.3.3.7 Create Resource Trouble Report were assessed for conformance as part of the first phase earlier this year and resulted in full conformance scores; therefore the L2 parent process assessed here will not be penalized. |
| 1.1.3.3.1 – Survey & Analyze Resource Trouble | Scope Fully Conformant (5) |
Conformant HP TeMIP is used to monitor and manage resource troubles. This process is fully supported through HP Universal Correlation Analyzer, integrated with TeMIP and performs advanced event correlations, automation and Root Cause Analysis. This process is mostly supported through automated capabilities including some limited manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.3.3.2 – Localize Resource Trouble | Scope Fully Conformant (5) |
Conformant Root cause is done first in event correlation, using HP UCA; once the root cause is identified, further investigation can be done in line with ITIL Incident Management (through HP Service Manager) in combination with eTOM aligned supporting functional capabilities provided by HP UCA and HP TEMIP. This process is supported through a set of automated capabilities including some manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| Within Level 1: 1.1.3 – Resource Management & Operations |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.3.4 Resource Performance Management [ SM Basis, PI ] |
Scope Partially Conformant (2) |
Five Level 3 eTOM processes have been assessed here for conformance, these are: 1.1.3.4.1 Monitor Resource Performance 1.1.3.4.2 Analyze Resource Performance 1.1.3.4.4 Report Resource Performance 1.1.3.4.5 Create Resource Performance Degradation Report 1.1.3.4.7 Close Resource Performance Degradation Report These 5 processes cover over 3/4 of the lifecycle of the Resource Performance Management core process as defined in the Business Process Framework (eTOM) with no deviations. Only the two processes 1.1.3.4.3 – Control Resource Performance and 1.1.3.4.6 – Track & Manage Resource Performance Resolution were excluded from the scope of this assessment. |
| 1.1.3.4.1 Monitor Resource Performance | Scope Fully Conformant (5) |
Conformant Resource Performance Data is collected by HP PI (HP Performance Insight). It collects, monitors and reports performance data from an EMS or directly from the network and produces customized reports to fulfill specific functional requirements for performance monitoring. Support for this process is achieved through automated capabilities with very limited manual support involved. The supporting documentation provided has demonstrated alignment and conformance with the Business Process Framework (eTOM) with no deviations. |
| 1.1.3.4.2 Analyze Resource Performance | Scope Fully Conformant (5) |
Conformant Automated support for this process consists of performing data analysis for KPIs (via the HP PI module) collected through the Monitor Resource Performance process. The data collection and processing is handled in so called “data-pipes”; analysis may result in threshold violation detections, which are as resource events, which in turn may trigger the creation of one or more incidents. This process passed conformance criteria for the Business Process Framework (eTOM) with no deviations. |
| 1.1.3.4.4 Report Resource Performance | Scope Fully Conformant (5) |
Conformant This process is supported through two complementary approaches: 1) Monitoring resource performance degradation reports handled in the form of ITIL Incidents, and 2) Generating reports about resource performance itself. The overall resource performance management and reporting process is supported through a set of capabilities by the HP solution in line with the specific eTOM process requirements relayed by (automated) ITIL workflows. The process passed (eTOM) conformance criteria successfully with no deviations. |
| 1.1.3.4.5 Create Resource Performance Degradation Report | Scope Fully Conformant (5) |
Conformant The process passed (eTOM) conformance criteria successfully with no deviations. |
| 1.1.3.4.7 Close Resource Performance Degradation Report | Scope Fully Conformant (5) |
Conformant The supporting documentation provided has passed conformance criteria successfully and satisfactorily. |
| Within Level 1: 1.1.4 – Supplier / Partner Relationship Management |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.4.3 S/P Problem Reporting & Management [ SM Basis, AF ] |
Scope Partially Conformant (2) |
Four Level 3 eTOM processes have been assessed here for conformance, these are: 1.1.4.3.1 Initiate S/P Problem Report 1.1.4.3.2 Receive S/P Problem Report 1.1.4.3.3 Track & Manage S/P Problem Resolution 1.1.4.3.5 Close S/P Problem Report These 4 processes cover over 80% of the lifecycle of the S/P Problem Reporting & Management core process as defined in the Business Process Framework (eTOM) with no deviations. Only the process 1.1.4.3.4 – Report S/P Problem Resolution was excluded from the scope of this assessment. |
| 1.1.4.3.1 Initiate S/P Problem Report | Scope Fully Conformant (5) |
Conformant The solution to this process is delivered through the Factory Model. The Service Management Factory (SMF) initiates and issues a S/P problem report (Incident) to the Resource Management Factory (RMF). The RMF is in the role of the partner. There appears to be very little manual interaction involved in the support of this process by both the service and resource factories. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.4.3.2 Receive S/P Problem Report | Scope Fully Conformant (5) |
Conformant This process is supported in a similar way as the process (Initiate S/P Problem Report) above. Incidents from a RMF are received automatically in SMF and indicated to the monitoring system. This process is supported through a fully automated set of capabilities. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.4.3.3 Track & Manage S/P Problem Resolution | Scope Fully Conformant (5) |
Conformant This process is fully supported based on ITIL Incident Management, it is automated in the sense that Incidents are received automatically; but manually in the sense that feedback to supplier and action requested from it may be initiated by an Operator. The approach here is also articulated in line with the ITIL Incident Management process in support of requirements stated in the eTOM process. Support for this process is achieved through a combination of manual and automated capabilities depending on a number of possible conditions. Supporting evidence provided for this process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.4.3.5 Close S/P Problem Report | Scope Fully Conformant (5) |
Conformant This process is fully supported in accordance with the Incident Closure process as defined in ITIL Incident Management. The process will update the status to “resolved” or “closed”, depending on the specific case. Supporting documentation provided for this process reveals in general a blend of automated and manual capabilities provided by HP SM but fully satisfies criteria for conformance with the Business Process Framework (eTOM). |
| Within Level 1: 1.1.4 – Supplier / Partner Relationship Management |
Not Applicable for Level 1 process | TM Forum does not assess process Level 1 elements. Hence Conformance score is not awarded at this level |
| Within Level 2: 1.1.4.6 S/P Interface Management [ AF ] |
Scope Partially Conformant (2) |
One Level 3 eTOM process has been assessed here for conformance, this is: 1.1.4.6.3 Mediate & Orchestrate Supplier/Partner Interactions This process covers about 35% of the lifecycle of the S/P Interface Management core process as defined in the Business Process Framework (eTOM) with some deviations. The other two processes under S/P Interface Management were excluded from this assessment; these are: |
| 1.1.4.6.3 Mediate & Orchestrate Supplier/Partner Interactions | Scope Partially Conformant (4) |
Partially Conformant Support to this process is also delivered through the Factory Model as described in 1.1.4.3 above. The interaction is enabled using the HP Adapter Framework (AFW), in conjunction with Telekom’s own communication and service bus or ESB. The adapter framework is built to support accepted standards, such as OSS/J to support the SID and generate OSS/J Web Service server-side skeleton code; however, in general the AFW is generic as it supports various web-communication profiles. In the customer case, the technical orchestration was realized by the customer’s websphere environment and was not in HP’s direct scope. The actual agreement between the parties to use specific interaction standards is part of the overall customer case, but it’s not in scope of this assessment. Supporting evidence provided for this process provides a partial coverage of conformance criteria for the Business Process Framework (eTOM). |
| Within Level 1: 1.1.1 – Customer Relationship Management |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.1.6 Problem Handling |
| Within Level 2: 1.1.1.6 Problem Handling [ SM Basis, SM ] |
Scope Fully Conformant (3) |
Fully Conformant The following Level 3 processes were assessed for conformance: 1.1.1.6.1 – Isolate Customer Problem 1.1.1.6.2 – Report Customer Problem 1.1.1.6.3 – Track & Manage Customer Problem 1.1.1.6.4 – Close Customer Problem Report 1.1.1.6.5 – Create Customer Problem Report 1.1.1.6.6 – Correct & Recover Customer Problem These 6 processes provide full support and cover the entire lifecycle of the Problem Handling L2 core process within the Customer Relationship Management process grouping as defined in the Business Process Framework (eTOM) with no deviations. |
| 1.1.1.6.1 – Isolate Customer Problem | Scope Fully Conformant (5) |
Conformant This process is supported by a combination of ITIL Incident Management supporting capabilities and a set of functional capabilities and interactions provided by HP Service Manager in particular. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.6.2 – Report Customer Problem | Scope Fully Conformant (5) |
Conformant Monitoring of Interactions and Incidents is provided in line with ITIL Incident Management process, whilst HP Service Manager provides a best practice out-of-the box implementation. Reports can be generated as needed, using all fields of Interactions or Incidents. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.6.3 – Track & Manage Customer Problem | Scope Fully Conformant (5) |
Conformant The Incident Management process includes all necessary steps to log and resolve an incident, including any necessary escalations or reassignments. Monitoring of SLAs, OLAs and Underpinning Contracts are also part of the overall process. Support provided by HP Service Manager for this process is achieved through a combination of ITIL and eTOM integrated functional capabilities. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.6.4 – Close Customer Problem Report | Scope Fully Conformant (5) |
Conformant The interaction closure foresees different steps to validate the proposed solution with the customer such as updating an Incident, setting the incident closure code and managing customer interaction along these steps depending on the configurable business /workflow rules. This process is fully supported with HP Service Manager in line with ITIL Incident Management best practices. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.6.5 – Create Customer Problem Report | Scope Fully Conformant (5) |
Conformant The customer problem is first reported within the interaction management module in HP Service Manager (HP-SM), which creates the interaction form from the service desk. This process is fully supported with HP Service Manager in line with ITIL Incident Management best practices. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.6.6 – Correct & Recover Customer Problem | Scope Fully Conformant (5) |
Conformant In the first step of the Interaction Management, the agent will try to find an existing solution in the knowledge base; otherwise the Customer Problem Report is escalated as an Incident, and the Incident processes for Resolution and Recovery are applied. This process is fully supported with HP Service Manager in line with ITIL Incident Management best practices. This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| Within Level 1: 1.1.1 – Customer Relationship Management |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.1.7 – Customer QoS/SLA Management |
| Within Level 2: 1.1.1.7 – Customer QoS/SLA Management [ SM Basis, USLAM ] |
Scope Fully Conformant (3) |
Fully Conformant The following Level 3 processes were assessed for conformance: 1.1.1.7.1 – Assess Customer QoS/SLA Performance 1.1.1.7.2 – Manage QoS/SLA Violation 1.1.1.7.3 – Report Customer QoS Performance 1.1.1.7.4 – Create Customer QoS Performance Degradation Report 1.1.1.7.5 – Track & Manage Customer QoS Performance Resolution 1.1.1.7.6 – Close Customer QoS Performance Degradation Report These 6 processes cover the full life cycle of the Customer QoS/SLA Management (level 2) core process in the Business Process Framework (eTOM) with no deviations. |
| 1.1.1.7.1 – Assess Customer QoS/SLA Performance | Scope Fully Conformant (5) |
Conformant The overall assessment of the customer QoS/SLA performance is covered by the HP Universal SLA Manager, which provides SLA management capabilities for SLA design and creation, SLA instantiations resulting from service orders, SLA near real time monitoring and alerting and SLA reporting. This process is mostly supported through automated capabilities including some limited manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.7.2 – Manage QoS/SLA Violation | Scope Fully Conformant (5) |
Conformant SLA alerts will cause an Incident Creation, indicating a QoS Performance Degradation ; investigation and resolution will be managed using ITIL Processes (Incident, Problem and Change Management) in support of eTOM aligned functional capabilities provided by the HP Universal Service Level Agreement Manager. This process is supported through automated capabilities in combination with some manual or manually supported tasks. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.7.3 – Report Customer QoS Performance | Scope Fully Conformant (5) |
Conformant This process is also supported based on HP Universal Service Level Agreement Manager. QoS status is monitored by the operator. Once a customer QoS performance degradation report is created in the form of an Incident, the status of the Incident is shown and monitored with its status field. Incident status changes may trigger other activities of the Incident and other workflows supported by various parties. This process is supported through automated capabilities in combination with some manual or manually supported tasks. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.7.4 – Create Customer QoS Performance Degradation Report | Scope Fully Conformant (5) |
Conformant Customer QoS performance degradation reports are created as incidents and triggered e.g. from USLAM as SLA Alerts. USLAM warns or alerts about SLA violations; this is encompassed along with (ITIL) Incident Management workflows. Beside automatic detection of the degradation and creation of incidents, the report may be created as an incident out of an Interaction, e.g. started from Help-Desk of Customer Problem Management. In any case, the report can also be entered as Incident manually, using the standard HP Service Manager GUI. This process is supported through automated capabilities in combination with some manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.7.5 – Track & Manage Customer QoS Performance Resolution | Scope Fully Conformant (5) |
Conformant This process is fully supported in alignment with (ITIL) Incident Management. The Incident Management process includes all necessary steps to log and resolve an incident, including any necessary escalations or reassignments. Monitoring of SLAs, OLAs and Underpinning Contracts (UCs) are also part of the overall process. This process is supported through automated capabilities in combination with some manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
| 1.1.1.7.6 – Close Customer QoS Performance Degradation Report | Scope Fully Conformant (5) |
Conformant This process is also fully supported in alignment with (ITIL) Incident Management. The Incident Closure process includes many steps to verify the success of implemented solutions and to verify that incident tickets are accurate and complete. This process is supported through automated capabilities in combination with some manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM). |
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