Customer Service Problem Management data model
Summarize
Summary of Customer Service Problem Management Data Model
Customer Service Problem Management (CSPM) provides a structured framework for effectively handling and resolving customer-reported issues, ensuring a satisfactory customer experience. It aligns with the TeleManagement Forum (TMF) standards to manage service problems, which can arise from customer service disruptions or identified network faults.
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Key Features
- Life Cycle Stages: CSPM facilitates a problem's journey through various stages:
- Verify: Review and confirm case details for service problems, allowing for modifications if necessary.
- Diagnose: Utilize system-derived test specifications to identify root causes, with the option to run tests immediately or schedule them.
- Repair: Generate tasks based on diagnostic results to address the identified issues.
- Test and Resolve: Coordinate the fulfillment of service problem resolutions.
- Close: Conclude the Service Problem Management process.
- Data Model Structure: The CSPM data model incorporates various tables, including those for test definitions and diagnostic tasks, to effectively manage data.
- API Integration: Northbound APIs are utilized for test design, while Southbound APIs execute tests on external systems, ensuring seamless operation from test definition to execution.
Key Outcomes
Implementing CSPM enables organizations to efficiently manage service-related problems, leading to quicker resolutions and improved customer satisfaction. The structured approach, combined with robust API integration, ensures that tests are both well-defined and effectively executed, enhancing overall service quality.
Customer Service Problem Management (CSPM) provides a framework that enables you to follow a structured approach to handle and resolve customer-reported issues. The framework ensures a seamless and satisfactory customer experience.
CSPM follows the TeleManagement Forum (TMF) defined framework to manage service problems. These problems arise when customers experience service disruptions, or when the network operations center (NOC) team identifies network faults and raise complaints, such as service disruptions, errors, or other issues. The CSPM application focuses on the test diagnostic capability to resolve service problems. This includes conducting relevant tests to diagnose the root cause of the problem and then suggesting resolutions based on the test results.
Customer Service Problem Management data model life cycle
| Stage | Description |
|---|---|
| Verify | Verify the case created for a service problem experienced by the customer. This includes reviewing the details provided in the case. If necessary, the agent can also modify the service based on the problem. Based on these details, the system suggests the diagnostic tests. |
| Diagnose | System-derived test specifications, defined during the initial setup. These specifications are crucial for diagnosing the root cause of service problems. Agents can run these tests immediately or schedule them for a later time. Additionally, the system enables agents to view and run these tests. |
| Repair | Based on the diagnostic test results, the system generates the repair tasks to fix the problem. |
| Test and Resolve | Service problem fulfillment coordination that follows the fulfillment flow. |
| Close | Final step in the Service Problem Management life cycle. |
Customer Service Problem Management data model
The following diagram shows the applications, tables, and their relationships that build the CSPM data model.
- Tables that are from the Service Test Management application includes the following tables:
- Test Definition
- Test Measure Definition
- Test Definition Characteristics
- Test Definition Relationship
- Specification to Test Definition Relationship
- Threshold Rule
- Measure Consequences
- Diagnostic Task
- Resolution Task
- Table that is from the Customer Service Problem Management application includes, service problem case.
The Customer Service Problem Management (CSPM) data model relies on Northbound and Southbound APIs to manage and execute test processes.
Northbound APIs play a critical role during the design phase by creating and managing essential components like test definitions, characteristics, measures, and thresholds. These APIs enable the CSPM system to define the specifications and parameters for each test, such as the test type and scope, which are then used to generate unique test runs with identifiers, such as external IDs or sys_id. After these test definitions are established, Northbound APIs facilitate the creation of test runs based on these predefined specifications. If a test requires further breakdown into smaller tasks, the Northbound APIs handle this decomposition. For more information, see Service Test Management Open API.
Southbound APIs come into the picture when it’s time to execute the tests. For example, if the test involves running a speed test, it isn’t conducted directly on your system but instead on an external device, such as a router or another network component. The Southbound APIs are responsible for sending these test instructions to the external systems where the tests are to be performed. For more information, see Integrating Customer Service Problem Management with southbound external systems.
Overall, Northbound APIs are used to design and set up the tests within the CSPM application, while Southbound APIs handle the execution of these tests on external systems. This two-tiered approach promotes a seamless flow from test definition to execution across different platforms.