<p>Copyright TM Forum 2006<br/></p><p><br/></p><p><b>Overview</b><br/></p><p>Service problem Management applications act as the bridge between resource problems (e.g. network problems) and customer affecting issues. Customer problem resolution, service problem resolution and resource problem resolution can be seen as one distributed set of related applications, ideally built around common data and functions. Each takes a different view of the same data. Thus related applications and functions are:<br/></p><p><ul><li>Customer Problem Resolution</li><br/></p><p><li>Correlation & Root Cause Analysis</li><br/></p><p><li>Resource Problem Ticketing</li><br/></p><p><li>Service Performance Management</li><br/></p><p><li>Service Quality monitoring</li><br/></p><p><li>Resource performance management</li><br/></p><p></ul><br/></p><p><br/></p><p><b>Functionality</b><br/></p><p>Typical application functions supported are:<br/></p><p><ul><li>Problem Reception</li><br/></p><p><li>Trouble Ticketing</li><br/></p><p><li>Problem Consolidation</li><br/></p><p><li>Closure</li><br/></p><p><li>Reporting</li><br/></p><p><li>Allocating priority</li><br/></p><p><li>Advising the Customer Resource Management systems (CRM)</li><br/></p><p><li>Advising the Network Operations Center</li><br/></p><p><li>Allocating the tasks to the appropriate people / roles</li><br/></p><p><li>Tracking progress</li><br/></p><p><li>Confirming when impact has been removed</li><br/></p><p><li>Updating Configuration Management systems</li><br/></p><p><li>Updating Inventory Management systems</li><br/></p><p><li>Tracking progress</li><br/></p><p><li>Confirming when fix has been completed</li><br/></p><p><li>Updating Billing systems</li><br/></p><p><li>Advising any other OSS/ systems as needed</li><br/></p><p></ul><br/></p><p><b>Supported Contracts</b><br/></p><p><i>To Be Added</i><br/></p>