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Postech 5 Etom v3.0 Ul
Postech 5 Etom v3.0 Ul
Network Management
Chapter 5 IP/eBusiness Management
May29June5,2008
MasayoshiEjiri
Japan
Agenda
1.
Agenda
Paradigm shift
IP/eBusiness management beyond TMN
eTOM : enhanced Telecom Operation Map
Process components
Process flow
Process and function ( Rec. M 3400)
ITIL ( IT Infrastructure Library )
New Paradigms of
ICT Industry
Open Market
Inter Networking
Virtual Service Provider
Technology
Convergence
Business
Convergence
Deregulation
Customers Demand
4
Current
Top down approach for Customer retention and profit
conscious resource management.
Process evolution for customer self operations
N3B(Not Built But Buy) OSS by COTS and PnP
Future
Customer driven services and operation using Web 2.0
Context, Contents and SLA aware management
6
POTS on PSTN
by mega carriers (ROC: Recognized Operating Company)
SPs Target :
Sales
Service
Management
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing/
Collections
Service
Configuration
Service
Problem
Resolution
Service
Quality
Management
Rating and
Discounting
Information
Systems
Management
Processes
Network
Management
Network
Planning/
Development
Network
Provisioning
Network
Inventory
Management
Network
Maintenance
& Restoration
Network Data
Management
10
Services :
SPs Target :
11
Paradigm Shift
tBusiness?
iBusiness?
eBusiness?
Simple
Network/Services
on POTS
Multi, Heterogeneous
Network/ Services
on IP
Ubiquitous
Network/ Services
on Nomadic
Regulated Market
Dominant Carrier
SP defined Service
menu.
Best Effort SLA
Open Market
Multi SP
Customer combined
Service
Compromised SLA
Personal Market
Virtual SP
Customer defined
Service
Satisfied SLA
t: telephone
i: internet
e: enjoyable 12
IP Services
--for Speed, Simple and Smile eBusiness-Customers Demand
Providers Solution
13
IP Management Architecture
Layer
IP Customer Care
Layer
MO
Customer Interaction
Process
Function
Service Negotiation
Self Operation
IP Application Layer
Application Dependent
Transport
IP Service Layer
IP dependent / AP
Independent Transport
IP Transport Layer
IP Independent
Transport
14
e-Business Model
e-Business
Model
End
Users
CSP ASP
Logistics
e-Business
Management
Contents
Delivery Platform
IP Service
Management
IP
Management
IP
Transport
ISP, BSP
15
NM
BM
Negotiation
SM
Visibility
SM
NM
RM
EM
EM
TMN
eMS
Telecommunications
Management
Network
e-Business
Management
Solution
Network
Services
Human
Finance
...
16
End Users
eBusiness
Management
SLA on
Negotiation
Content Aware Delivery
Management
Resource
Management
OLA on
Partnership
18
Services
Management
End Users
Contents
Transactions
eBusiness
Logistics
Auction
Banking
Application Services
Content Services
Contents
ID Mgt.
Content
Delivery
IP Bearer
Contents
Integration
Media
Gateway
Advertising
SaaS
Billing
Agent/Portal
Resources
eBusiness
Management.
Content Aware
Management
Resource Management
19
Service
Provider
SLA
Negotiation
Content Delivery
Resource
Transport Services OLA
Transport
Resource
Operations
Resource
Operations Support
OLA
OLA
Negotiation
Operations Resource
Supporters
Resource Provisioning
OLA
Communications Resource
Suppliers
Partners
20
: Differentiation
IP/eBusiness Management
Why ?
What ?
How ?
22
Business Process
-TOM to eTOM-
23
24
M3050.0 : eTOM-Introduction
M3050.1 : eTOM-The business process framework
M3050.2 : eTOM-Process decomposition and descriptions
M3050.3 : eTOM-Representative procces flows
M3050.4 : B2B integration: Using B2B inter-enterprise
integration with the eTOM
M3050 Supplement 1: eTOM-An Interim View of and
Interpreters Guide for eTOM and ITIL Practicioners
M3050 Supplement 2: eTOM-Public B2B Business Operations
Map( BOM)
M3050 Supplement 3: eTOM to M3400 mapping
M3050 Supplement 4: An eTOM Primer
26
M .3 0 5 0 .0 _ F 1
27
SP
SPPolicy
PolicyPlane
Plane
(Customer)
IP
Transmission
Service
Operator
Service
Manager
Network
OSS
Resource
Operations
OSS
Human
Policy
Finance
Partner
28
Customers
Operations Services
& Marketing
Customer
Operations
Communications
Services
Service Provider
Operations
Resource
Policy
Environment
Enterprise
Politics
Economics
Management
Information
Support
Content
Delivery
Resource
Transport
Resource
Communications
Resource
Alliance
Supply
Partners
Operations Resource
Supporters
Partners
Communications Resource
Suppliers
29
Customer
Customer Interface Management Processes
Business
Management
Service
Management
Sales
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing
and
Collections
Service
Planning and
Development
Service
Configuration
Service
Problem
Management
Service
Quality
Management
Rating and
Discounting
Network Management
Network
Planning and
Development
Element Management
Network
Provisioning
Network
Inventory
Management
Network
Maintenance &
Restoration
Network Data
Management
TMN Layers
correspond with TOM
horizontals
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Operations
Operations
Support &
Readiness
Fulfillment Assurance
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management,
Market Research &
Advertising
Human Resources
Management
Billing
NGOSS
Supporting
Tools
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
Planning & Architecture
30
NGOSS
Supporting
Tools
31
Process Lifecycle
32
RMHorizontalIntegration(1)
Space
Planning
Resource SP
NW SP
Technology SP
Technology
Survey
Resource
Commitment
NW Planning
NE SP
NE Planning
Technology
Research &
Development
SP:Strategy/Policy
Space : Building, Electric Power, Duct,Floor,etc.
33
RMHorizontalIntegration(2)
Space Design
Space
Construction
Resource
Quality
Adjustment
NW Design
NW
Procurement
NW
Installation
NE Design
NE
Procurement
Buy/Built
Decision
NW/NE SP
Procurement
Planning
Installation
Planning
Resource
Delivery
Resource
Maintenance
NE
Installation
Resource
Assessment
34
: Technology/Resource SP
: Resource Planning & Commitment
: Resource Development
: Resource Installation
: Resource Delivery & Assessment
35
Resource Configuration
NE Performance
Check & Report
NE Configuration
Work Force Mgt.
OS&R
Physical NW Configuration
NW Performance
Check & Report
Logical Resource
Configuration
Resource
Performance
& Fault
SM&O
Note: Performance includes Traffic
36
NE Events Analysis
& Report
NE Repair
NW Events Analysis
& Report
NW Re-Configuration
Resource
Configuration
NW Performance
Analysis & Report
Fault Analysis
& Report
OS&R
Resource
Usage Data
SM&O
37
NE Usage Data
Collection , Analysis
& Report
Resource Performance
& Fault
NW Usage Data
Collection , Analysis
& Report
SM&O
38
: Level 2 ( Modified )
: Level 3 ( Proposed)
39
Resource
Management &
Operations
Resource
Provisioning
Resource
P erformance
Management
Resource Data
Collection &
Processing
Resource
Developm ent &
Managem ent
Resource Strategy
& Planning
Resource
Capability Delivery
Resource
Dev elopment &
Retirement
40
Service
Management &
Operations
SM&O Readiness
Service
Configuration &
Activation
Service Problem
Management
Service Quality
Analysis, Action &
Reporting
41
Infrastructure
Lifecycle
Management
Operations
Product
Lifecycle
Management
Operations
Support &
Readiness
Fulfillment
Assurance
Billing
Enterprise Management
Strategic & Enterprise
Planning
Enterprise Risk
Management
Enterprise Effectiveness
Management
Human Resources
Management
42
Fulfillment
Customer Relationship
Management
CRM
Support &
Readiness
Marketing
Fulfillment
Response
Assurance
Billing
Customer
QoS / SLA
Management
Problem
Handling
Billing &
Collections
Management
Supplier/Partner Relationship
Management
S/PRM
Support &
Readiness
Service
Configuration
& Activation
Service
Problem
Management
Service
Quality
Management
Resource
Provisioning
Resource
Trouble
Management
Resource
Performance
Management
Service &
Specific Instance
Rating
S/P Problem
Reporting &
Management
S/P
Performance
Management
S/P Settlements
& Billing
Management
43
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Marketing
Capability
Delivery
Product Marketing
Communications
& Promotion
Sales Development
Service
Capability
Delivery
Service
Development &
Retirement
Resource
Capability
Delivery
Resource
Development &
Retirement
Supply Chain
Capability
Delivery
Supply Chain
Development
& Change
Management
44
Process Decomposition
Process X
Process Element
X1
Process Element
X2
Process Element
X21
Process Element
X211
Process Element
X3
Process Element
X22
Process Element
X212
45
Process Decomposition
Concept and Overview : Level 0:
Common Process Oriented Components ( Entities)
Process Groups ( V/H) for common understanding: Level 1
Components for Common Process: Level 2
Software Reuse Oriented Components
Components common in Level 1 and specific in Level 2:
Level 3
Components common in Level 2 and specific in Level 3:
Level 4
Atomic Components ?
46
47
Resource Trouble
Management
Localise Resource
Trouble
Close
Resource Trouble
Report
Resource Trouble
Service
Problem
Management
Evaluate and
Qualify
Diagnose
Track Resolution
Close
and Report
48
49
Evaluation and
Qualification
Diagnosis
Resolution
Planning
and
Assignment
Problem Request
Receipt
Diagnosis of
Problem
Identification of
Resolution
Responsibility
Monitoring of
Fault Resolution
Service Testing
Problem Testing
Performance
Problem
Escalation
Resolution Option
Investigation and
Recommendation
Progress
Reporting
Repair and
Reconfiguration
Checking
Problem
Qualification
Scheduled
Task
Resolution
Tracking
Closing
and
Reporting
Issue of cleared
Problem
Report
Specific Activity
Assignment
50
Level 2
TEA M DRAFT
Level 3
T
eleM
anagem
entForum
eT
O
M
A
pril201
Preorder
Feasibility
Deter mination
Cr edit
A uthorization
Order Issuance
Order Tracking
and Status
Or der Completion
Customer
Satisfaction
Validation
Cr edit
Inv estigation
Deter mination
Or der Request
Validation
Status
Es tablishment and
Management
Manage Customer
changes to
A gr eement Con
Is sue Pre-Order
Feasibility Study
Cr edit
Inv estigation
Or der Plan
Dev elopment
Status Report
Billing Satisfaction
Validation
Obtain Appropriate
Approvals
Or der Creation
Customer
Jeopardy
Notification
Confirm Order
Completion w ith
Customer
Follow up on
optimal Customer
Utilisation
Advise and
Negotiate
A cceptable Terms
Or der Amendment
Committed Date
Re-negotiatio w /
Customer
Or der Cancellation
Level 4
51
EM Processes
Level 0
Level 1
Enterprise
Management
Strategic &
Enterprise
Planning
Financial &
Asset
Management
Stakeholder
Enterprise
& External
Risk
Relations
Management
Management
Level 2
Enterprise
Human
Effectiveness Resources
Management Management
Knowledge
& Research
Management
Strategic
Business
Planning
Financial
Management
Business
Continuity
Management
Corporate
Comms &
Image Mgt
Process
Management
& Support
HR Policies
& Practices
Knowledge
Management
Business
Development
Asset
Management
Security
Management
Community
Relations
Management
Enterprise
Quality
Management
Organization
Development
Research
Management
Enterprise
Architecture
Management
Procurement
Management
Fraud
Management
Shareholder
Relations
Management
Program
& Project
Management
Workforce
Strategy
Technology
Scanning
Audit
Management
Regulatory
Management
Enterprise
Performance
Assessment
Workforce
Development
Insurance
Management
Legal
Management
Facilities
Management
& Support
Employee
& Labor
Relations Mgt
Group
Enterprise
Management
Board &
Shares/Secur.
Management
52
Process Flow
Target
Driver
P/B
Target/Driver
P/B
Target/Driver
Target/Driver
Process
/Behavior
P/B
Target/Driver
Target/Driver
P/B
Target/Driver
P/B:Process/Behavior 53
Customer
Request
Customer
Order
Selling
Order
completed
Order
Handling
Request
Service
Activation
Service
Activated
Service
Configuration
&
Activation
Request
Resource
Activation
Resource
Activated
Resource
Provisioning
54
Invoicing &
Collection
(Ordering)
4. Generate
Bills
Invoice
Special discounts
from Assurance
Processes
Collect
SLA violations
Customer
(Billing inquiry
& Payments)
3. Summarized
bill content
Discount
Rating &
Discounting
Other Providers
Rate
(Problem Handling)
2. Aggregated usage data
Aggregate
Network Data
Management
Collate
Collect
Key:
Activities
Processes
Cross FAB Process I/f
Inter-process I/f
Inter SP process I/f
55
Pre-Order to
Order Handling
Credit Authorization
Order Issuance
Coordination of Supplier/partner
components
Design and
Technology
selection
Request
Pre-Order result
Detailed
Design
Design of solution
Request Detailed
Confirmation by
Engineering
Customer
accepts
Design
End-to-end
Service
Test
completed
Order Completion
Order Completion
advice
Level 4 processes
56
57
58
59
60
M3400
SID
Process
Function Sets
Data
61
R e s u lt 1
P rocess 1
P rocess 2
S te p 2
T rig g e r 1
S te p 1
S te p 3
F u n c tio n
1
R e s u lt 2
F u n c tio n
2
T rig g e r 2
S te p 1
F u n c tio n
3
S te p 2
R e s u lt 2
F u n c tio n
4
CRUD
D a ta 1
D a ta 2
C R U D : C re a te , R e a d , U p d a te , D e le te
D a ta 3
D a ta 4
D a ta 5
M .3 0 5 0 S U P P .3 _ F 0 3
63
R M & O S u p p o rt &
R e a d in e s s
R eso urce
p e rfo rm a n c e
m anagem en t
R e s o u r c e tro u b le
m anagem ent
R e s o u r c e d a ta
c o lle c tio n &
p ro c e s s in g
F u n c t io n s e t g r o u p s ( M .3 4 0 0 )
N e tw o rk
p la n n in g /
e n g in e e rin g
P r o v is io n in g
In s ta lla tio n
A la rm
s u rv e illa n c e
S ta tu s &
c o n tr o l
T e s tin g
F a u lt
lo c a liz a tio n
F a u lt
c o r re c tio n
T ro u b le
a d m in .
S e c u r ity
a d m in .
C o n ta in m e n t
& re c o v e ry
D e te c tio n
P erfo rm a n c e
q u a lity
assu ran ce
P erfo rm a n c e
a n a ly s is
P erfo rm a n c e
m anag em en t
c o n tr o l
P erfo rm a n c e
m o n ito rin g
R A S
assuran ce
U sag e
m e a su re m e n t
D a ta a r e a s
P la n n in g p o lic y
& ru le s
T o p o lo g ie s
N e tw o rk
c o n fig u ra tio n
P h y s ic a l
in v e n to ry
U sag e
P ro b le m s
M ea su re m e n ts &
p e rfo rm a n c e
M .3 0 5 0 S U P P .3 _ F 0 4
64
M3400
Security
Management
M3400
Configuration
Management
M3400
Fault
Management
Security
Management
Configuration
Management
Fault
Management
Performance
Management
Accounting
Management
Prevention
Detection
Containment
& Recovery
Security
Administration
10
Network
Planning
& Engineering
11
RAS Quality
Assurance
6
M3400
Performance
Management
M3400
Accounting
Management
Performance
Quality
Assurance
7
Usage
Measurement
17
Installation
12
Alarm
Surveillance
10
16
55
24
Service
Planning &
Negotiation
10
Provisioning
Status &
Control
29
Fault
Localization
Fault
Correction
Testing
11
Trouble
Administration
44
Performance
Management
Control
6
Performance
Monitoring
Performance
Analysis
10
11
Tariffing/
Pricing
Collections
and
Finance
Enterprise
Control
21
11
70
34
66
57
M3400 = 23 (260)
M3400
eTOM
OPS L3
V4
110
Covered in M3400
16
14
EM L2
31
22
eTOM
process
Security
55
55
Configuration
70
69
Fault
44
44
Performance
34
34
Accounting
57
57
69
SIP L2
mappings
Covered in eTOM
67
RM&O Support
& Readiness
Resource
Provisioning
Resource
Trouble
Management
Resource
Performance
Management
Resource Data
Collection &
Processing
Fault
Management
Performance
Management
Accounting
Management
M.3400 MANAGEMENT
FUNCTIONAL AREAS (MFA)
Security
Management
Configuration
Management
Security
Management
ENTERPRISE MANAGEMENT
68
Configure &
Activate
Resource
Test Resource
M.3400 Configuration
Management
Network Planning
and
Engineering
SID LAYER
Strategy, Infrastructure
& Product
Installation
RM&O Support
& Readiness
Service Planning
and
Negotiation
CRM
LAYER
Provisioning
SM&O Service
Configuration &
Activation
69
Localise Resource
Trouble
Report Resource
Trouble
Close Resource
Trouble
Testing
Trouble
Administration
??
RAS Quality
Assurance
Alarm
Surveillance
Fault
Localization
Fault
Correction
M.3400 Fault
Management
70
Monitor Resource
Performance
Performance Quality
Assurance
Analyse Resource
Performance
Control Resource
Performance
Report Resource
Performance
Performance
Monitoring
Performance
Management
Control
Performance
Analysis
M.3400 Performance
Management
71
Collect Resource
Data
Process Resource
Data
Report Resource
Data
Audit Resource
Usage Data
Usage
Measurement
Tariffing /pricing
Collections and
Finance
Enterprise
Control
SM&O
CRM
M.3400 Accounting
Management
ENTERPRISE MANAGEMENT
72
1.A.1.6
1.A.1.6.1
1.A.1.6.2
Process.Name
M.3400I
D
Function.Name
Assurance
5
Performance Management
Fault Management
6.4
Fault Correction
6.6
Trouble administration
Problem Handling
6.6.2
6.6.3
Report Problem
73
5.1
eTOM
Process ID
Function.Name
Process.Name
Performance Management
1.A
Assurance
1.B
Billing
1.E.2
1.F
Fulfilment
1.O
1.OFAB.2
1.OFAB.3
1.OFAB.4
1.P
1.SIP.2
1.A.2.4
1.A.3.3
Resource Trouble Management
1.F.3.2
Resource Provisioning
74
ITIL
Initially developed by UK government CCTA
( Central Computer and Telecommunications
Agency ) in 1980s. OGC ( Office of
Government Commerce)
Service Management
The Business
Perspective
Service
Delivery
Service
Support
ICT
Infrastructure
Management
Security
Management
Application Management
T
H
E
T
E
C
H
N
O
L
O
G
Y
76
SERVICE DELIVERY
SERVICE SUPPORT
Configuration Mgmt
Financial Mgmt
Change Mgmt
Capacity Mgmt
Incident Mgmt
Availability Mgmt
Problem Mgmt
Continuity Mgmt
Release Mgmt
Service Management
77
78
79
Service
Support
Optimise
Requirements
Operate
Design
Deploy
Build
Service
Delivery
Service Management
Service Management
Application Development
Application Management
80
Best Practice
Needs
Customer
Strategy, Infrastructure & Product
Operations
Strategy
&
Commit
Marketing
Infrastructure
Product
OperationsFulfillmentAssuranceBilling
Lifecycle Lifecycle
Support &
Management
Management Readiness
& Offer Management
Customer Relationship Management
Enterprise Management
Enterprise Effectiveness
Strategic & Enterprise
Enterprise Risk
Knowledge & Research
Management
Planning
Management
Management
Financial & Asset Stakeholder & External
Human Resources
Management
Relations Management
Management
eTOM Compliant
Process Flows
ITIL Compliant
Best Practices
Final Result:
eTOM-compliant Business
Flows that Deliver ITILcompliant Services
Filter &
Reconcile
81
eTOM
82
ITIL
83
eTOM->ITIL->eTOM mapping
84
Operations
Fulfilment
Assurance
Billing
SD
SLM
SLM SD
IM
Selling
Marketing
F ulfillment
R esponse
Order
Handling
IM
SLM
IM
FM
Cu stomer
Qo S/SLA
Ma nagement
Billing &
Co llections
Management
Se rvice Quality
Ma nagement
SLM
IM
ChM PM
PM
CaM AM
RM
IM
SLM
ChM
AM
Se rvice Problem
Ma nagement
Service
Co nfiguration &
Activation ChM RM
CM
ChM
CM
Resource
Provisioning
RM
IM
Resource Trouble
Ma nagement PM
IM
RM
Resource AM PM
Pe rformance
CaM
Ma nagement
ChM
ChM
CaM
CaM AM
CM
S/ P Requisition
Ma nagement
IM
S/P Problem
Repor ting &
Ma nagement
PM
S/P Performance
Man agement
IM
AM
S/P Settlements
& Billing
Management
SLM
SLM
IM
SD
85
Infrastructure Lifecycle
Management
Sales
Development
Product & Offer
Ca pability
Delivery
Marketing
Capability
Delivery
SLM
ChM
CaM
RM
Se rvice Capability
Delivery
CaM AM
CaM RM
SLM
ChM
R esource Strategy
& Planning
R esource
C ap ability Delivery
CaM
AM
SLM
ChM
Su pply Chain
Ca pability Delivery
SLM
Su pply Chain
Development & Change
Man agement
SLM RM
ChM
86
Enterprise Management
Strate gic & Enterprise Planning
Strategic Business
P lanning
CaM
SLM
Business
Development
Enterprise
Architecture
Management
Group Enterprise
Management
Business ITSC
C ontinuity
Management
Security
Management
Fraud
Management
CM
Audit Managem
ent Insurance
Management
FM
F inancial
Management
Asset
Management
P rocess
Management &
S upport
Procurement
Management
Knowledge
Management
R esearch
Management
AM
Enterprise
Quality
Management
Program &
Project
Management
Enterprise
Performance
Assessment
Facilities
Management &
Support
Workforce
Development
Employee &
Labor Relations
Management
Technology
Scanning
HR P olicies &
P ractices
Organization
Development
Workforce
Strategy
Community
Relations
Management
Shareholder
Relations
Management
Board &
Shares/Securities
Management
Corporate
Communications &
Image Management
Legal
Management
Regulatory
Management
ITSC
87
Legend
Service Support
Service Delivery
SD
Service Desk
SLM
IM
Incident Management
AM
Availability Management
PM
Problem Management
CaM
Capacity Management
ChM
Change Management
ITSC
IT Service Continuity
Management
High
correlation
IM
IM
RM
Release Management
FM
CM
Configuration Management
Financial Management
for IT Services
Medium
Correlation
IM
Low
Correlation
88
eTOM Level 2
Process
Service Desk
Interface
Management
Selling
Order Handling
Problem Handling
Customer
QoS/SLA
Management
Retention &
Loyalty
Service
Incident
Management
89
ITIL-eTOM Mapping
Service Support
Service delivery
SD : 6,1,0
IM : 15,1 0
PM : 6,1,0
CbM : 6,1,0
RM : 4.8.0
CM : 12,10,3
SLM : 11,12,3
AM : 5,10,3
CaM : 6,11,2
FM : 2,9,2
ITSC : 0,6,2
Definitione
Alert
Warning that an
incident has occurred.
Alarm
An alerting indication of a
condition that may have
immediate or potential
negative impact on the state
of service resources, e.g.
network element, application,
system, etc.
Asset
Component of a
business process.
Assets can include
people,
accommodation,
computer systems,
networks, paper
records, fax machines,
etc.
Resource
Availabil
ity
Ability of a component
or service to perform its
required function at a
stated instant or over a
stated period of time. It
is usually expressed as
Availabili
ty
performa
nce
Comment
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Incident management
Infrastructure failure (internal escalation)
In c id e n t
o ccu red
I n c id e n t d e t e c t io n a n d r e c o r d in g
P r o b le m
rep orted b y
cu stom er
M anage
c o n ta c t
I n c id e n t o w n e r s h ip , m o n it o r in g ,
tr a c k in g a n d c o m m u n ic a tio n
T ra c k a n d
m a n a g e p ro b le m
R e p o rt
p ro b le m
T ra c k a n d m a n a g e
r e s o u r c e tr o u b le
S e r v ic e r e q u e s t
p roced u re
C la s s ific a tio n a n d
in itia l s u p p o r t
E v a lu a te
a n d q u a lif y
p ro b le m
I n v e s t ig a t io n a n d d ia g n o s is
B e lie v e d to b e
a n o p tio n a l f lo w
a fte r d ia g n o s e
p ro b le m a n d
b e fo re p la n a n d
a s sig n re so lu tio n
I s o la te
p ro b le m
a n d in itia te
re s o lu tio n
S u rv e y a n d
a n aly z e
re so u rc e
tro u b le
D ia g n o s e
p ro b le m
R e p o rt
p r o b le m t o S /P
L o c a liz e
r e s o u r c e tr o u b le
R e s o lu t io n a n d r e c o v e r y
C o rre ct a n d
re c o v e r
r e s o u r c e tr o u b le
M a n a g e S /P
p ro b le m
re so lu tio n
P l a n a n d a s s ig n
re so lu tio n
In c id e n t c lo s u r e
C lo se re s o u rc e
tro u b le
C lo s e a n d
re p o rt
C lo s e p ro b le m
In c id e n t
c lo s e d
S in c e r e s o lu tio n
a n d re c o v e ry o c c u rs
w ith in th e
s u p p l ie r /p a r t n e r 's
d o m a in o n c e th e
s u p p lie r /p a rtn e r h a s
n o tif ie d th a t th e
in c id e n t h a s b e e n
r e s o lv e d th a t it is
c lo s e d o u t w ith
th e c u s to m e r
M .3 0 5 0 S U P P .1 ( 0 7 ) _ F 0 9
94
95