This asset contains the process models required for implementing the Incident and Problem Management process. This process also contains the business metrics that are required to monitor the Key Performance Indicators (KPI) for the Solution Scenario. The following Process Model is associated with the Incident and Problem Management Solution Scenario.
Business Process Definitions
The Business Process Definitions (BPDs) associated with the Incident and Problem Management Solution Scenario are listed below:
Service Interfaces
The Service Interfaces associated with the Solution Scenario are listed below:
Interface Name | Port Type |
---|---|
Modify Trouble Ticket | ModifyTroubleTicketPT |
Retrieve Customer Product Configuration | RetrieveCustomerProductConfigurationPT |
Create Customer Problem | CreateCustomerProblemPT |
Execute Resource Diagnostic | ExecuteResourceDiagnosticTestPT |
Link Trouble Ticket | LinkTroubleTicketPT |
Submit Trouble Ticket | SubmitTroubleTicketPT |
Find Trouble Ticket | FindTroubleTicketPT |
Close Trouble Ticket | CloseTroubleTicketPT |
Submit Trouble Ticket | SubmitTroubleTicketPT |
Assign Trouble Ticket | AssignTroubleTicketPT |
Resolve Trouble Ticket | ResolveTroubleTicketPT |
Close Trouble Ticket | CloseTroubleTicketPT |