<p>Copyright TM Forum 2005<br/></p><p><br/></p><p><b>Extended Description</b><br/></p><p><br/></p><p>Problem Handling processes are responsible for the management of problems reported by customers and associated with purchased product offerings.  The objective of these processes is to receive reports from customers, resolving them to the customer's satisfaction and providing meaningful status on repair and/or recovery activity to the customer. They are also responsible for customer contact and support in relation to any customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customer's satisfaction.<br/></p><p><br/></p><p>Responsibilities of the Problem Handling processes include, but are not limited to:<br/></p><p><ul><li>Capturing, analyzing, managing and reporting on customer reported problems associated with purchased product offerings;</li><br/></p><p><li>Initiating and managing customer problem reports;</li><br/></p><p><li>Correcting customer problems;</li><br/></p><p><li>Reporting progress on customer problem reports to customer and other processes;</li><br/></p><p><li>Assigning & tracking customer problem recovery activities; and </li><br/></p><p><li>Managing customer problem jeopardy conditions</li><br/></p><p></ul><br/></p><p>Problem Handling processes perform analysis, decide on the appropriate actions/responses and carry them out with the intent of restoring normal operation on specific purchased product offerings.<br/></p>