Service Problem Management
This process aims to respond immediately to customer-affecting service issues or failures in the telecommunications sector.
Workflow Steps
Step 1 - Major Incident Declared & War Room Assembled
A major service-affecting incident is declared. An incident commander assembles a "war room" of key technical and communication personnel.
Step 2 - Technical Triage & Investigation
The network operations team works to identify the root cause and restore service. A live "bridge" call is opened for all technical teams to coordinate.
Step 3 - Stakeholder & Customer Communications
The communications team provides regular, templated updates to customers via social media and status pages, and to internal leadership.
Step 4 - Post-mortem & Root Cause Analysis
After the incident is resolved, a blameless post-mortem is conducted to understand the root cause, the timeline of events, and to identify preventative measures to stop it from happening again.
The Purpose of Service Problem Management
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