SLAViolation1-26翻译1.docVIP

SLA流程翻译10.3.2.Execution with SLA ViolationFrom time to time, service conditions will exceed the parameters specified in the SLA. At least two cases need to be examined, one where the Service Provider detects the outage first, and one where the customer detects and reports it first. The second case is depicted in Figures 10.10 and 10.11.The steps shown in Figures 10.10 and 10.11 are as follows:10.3.2。执行SLA违例有时，对客户提供的服务质量没有满足SLA中所要求的那样。至少有两种情况，一种是服务供应商首先发现业务中断了，另外一种是客户自己发现了业务受到了影响并将这个问题回报给供应商。下面我们要讲的就是第二种情况，正如图10.10和10.11所描绘的那样。图10.10和10.11中所示的步骤如下：1.The customer perceives service degradation and reports the visible parameters to Problem Handling.当客户意识到服务下降后向问题处理功能元通报可视的参数。2. Problem Handling sends details of the problem as reported by the customer to Customer QoS/SLA Management and Retention & Loyalty. 问题处理功能元在收到客户的报告的问题后，将详情发到客户QoS/SLA管理和维系和忠诚度两个功能元上。3. Retention & Loyalty returns information to Problem Handling on the significance of the customer. 维系和忠诚度功能元将就客户提出问题的反馈信息给到问题处理功能元。4. Customer QoS/SLA Management checks the customer SLA and undertakes various steps for tracking the problem in order to prevent the customer SLA from violated. e.g clock started. tracking initiated. it determines potential priorities or other actions depending on the type of customer SLA and informs Problem Handling.在接受到问题处理功能元发来的问题详情后，为了保护客户的SLA,客户QoS/SLA管理功能元开始检查客户的SLA并且采取的各种不同的行动去跟踪问题，例如计时，启动监视。并且为这些行动确定潜在的顺序或依据客户SLA的类型采取其他行动并反馈问题处理功能元。5. Problem Handling sends a detailed problem report with contract commitment data and request prioritization to Service Problem Management for normal flow handling. 问题处理功能元发送一个含有合同承诺数据详细问题报告和优先级的请求给业务问题管理功能元，并要求它进行正常的流程处理。6/7/8、Service Problem Management investigates whether there is a problem, possibly engaging Resource Trouble Management for further investigate, and then requests Service Quality Management to correlate its findings. Service Quality Management either confirms the trouble report or, if no problem is noted, returns the actual service performance to Service Problem Management.Service Problem Management then carries out one of the three following alternatives;业务问题管理模块检测是否真的有问题，有可能让资源故障管理模块进行深层次的检测，然后请求业务质量管理模块相关的检测结果。给出相关的检测结果业务质量管理模块也要确认是否真的出现问题，然后向业务问题管理模块返回真实的业务性能信息。服务质量管理模块也要确认问题报告是否真的有问题，如果没有，则向服务问题管理模块返还其真实的服务性能信息然后，业务质量管理模块将进入以下三个流程中的一个。Alternative a9a、If there is no problem, Service Problem Management sends the actual service performance to Problem Handing.如果确实没有问题，业务问题管理模块向问题处理模块发送真实的业务性能信息10a、Problem Handling informs the customer of the actual service performance as well as Retention & Loyalty for further reference and Customer QoS/SLA management so that any steps initiated can be terminated.问题处理模块分别向用户通告真实的业务性能信息；向维系与提高用户忠诚度模块、用户服务质量和服务水平协议管理模块提供信息以便作为更进一步的参照。这三个中的任何一步被执行则整个流程即可终止。Alternative b9b、In some cases, Service Problem Management requests automatic resource restoration procedures from Resource Trouble Management.在某些情况下，业务问题管理模块将自动向资源故障管理模块发送恢复资源程序的请求10b、Resource Trouble Management undertakes the required procedures and sends details of the actions to Service Problem Management.资源故障管理模块执行被请求的程序并将程序执行的细节发送给业务问题管理模块11b.Service Problem Management informs Service Quality Management of the corrective actions.“业务问题管理”将修正过程通告给“业务质量管理”。Alternative c9c、In other cases, Service Problem Management requests Service Configuration & Activation to undertake the required corrective actions.在其他情况下，业务问题管理模块向业务配置与激活模块发送请求，使得业务配置与激活模块采取必要的纠正措施。10c、Service Configuration & Activation will require changes to be made to the underlying infrastructure per contractual agreements. This requirement will be sent to Resource Provisioning for activation.业务配置与激活模块向每个合同协议的底层基础设施发出请求进行更改。这个请求将会发送到资源提供模块以便执行11c.Resource Provisioning undertakes the required resource configuration changes to ensure that resources meet service KQIs.“资源提供”承担已请求资源的配置变更，以便确定资源满足业务KQI（即关键质量指标）。12c.Resource Provisioning generates updates for Management Resource Inventory.“资源提供”将“资源资产管理”进行更新。13c.Resource Provisioning reports the results of the changes as well as the time taken and all other infrastructure and operational parameters to Service Configuration & Activation.资源提供”向“业务配置与激活”通告变更的结果、递交时间、其它基础设施以及运营参数。14c.Service Configuration & Activation generates updates for Manage Service Inventory.译：“业务配置与激活”将“业务资产管理”进行更新。15c.Service Configuration & Activation reports on the actions undertaken to Service Problem Management.“业务配置与激活”将向“业务问题管理”通告业务的承办情况。16c.Service Problem Management sends details of the corrective actions to Service Quality Management for incorporation into ongoing service quality monitoring and management.service.业务问题管理功能元发送关于纠正措施的细节到业务质量管理功能元是为了并入持续性的业务质量监控和管理。17.Notifications and performance data are collected from the service-providing infrastructure by Resource Data Collection & Processing. 通过资源数据采集与处理功能元收集来自于服务供应基础设施的通告和性能数据。18.Resource Data Collection & Processing sends performance data to Resource Performance Management for further analysis. 为了进行深层次的分析，资源数据采集与处理功能元将性能数据发送到资源性能管理功能元。19.Resource Performance Management sends resource performance reports to Service Quality Management for QoS calculations and averaging to maintain statistical data on the supplied service.资源性能管理功能元给业务质量管理功能元发送资源性能报告，就服务质量运算和求平均值，维持供应服务的统计数据20.Service Quality Management analyzes the resource performance reports and sends a rectification report to Service Problem Management when it establishes that the problem has been resolved and that the service is meeting its KQIs.当存在已解决的问题和业务存在涉及关键质量指标时，业务质量管理功能元分析资源性能报告，然后发送改善报告给业务问题管理功能元。21.Service Problem Management reports that the problem has been resolved to Problem Handling业务问题管理报告这个问题已经在问题处理中解决。22.Problem Handling informs the customer and receives acknowledgement from the customer that the problem is resolved.问题处理通知客户并收到客户问题得到解决的确认。23.Service Quality Management reports the problem resolution to Customer QoS/SLA Management .Customer QoS/SLA Management checks the details against the customer SLA and establishes that an SLA violation has occurred.服务质量管理向客户服务质量/服务等级协议管理报告该问题的解决。客户服务质量/服务等级协议检查违反客户服务质量的详细信息并记录客户服务质量违反案例的发生。24.Customer QoS/SLA Management reports the violation rebate to Billing & Collections Management for billing adjustment and to Retention & Loyalty for future reference.客户服务质量/服务等级协仪管理将违反减费报告给计费与收取管理以便收费调整，以及报告给客户保有和忠诚度，以备将来参考。25. The customer is notified in semi real-time about the actions taken on their behalf.以半实时的方式将他们对利益所采取的行动通知客户。26.Billing & Collections Management bills the customer at the end of the billing cycle with the SLA agreed treatment included.计费与收取管理在计费周期（包含服务等级协议允许处理）结束时向客户收费。附录一、补充知识CUSTOMER INTERFACE MANAGEMENT1. Analyze & Report on Customer 基于客户的分析和报告Process Identifier: .3 Process ContextThis process element represents part of the overall enterprise, modeled in business process terms, and can be applied (i.e. “instantiated”) with other similar process elements for application within a specific organization or domain.这个功能元代表了整个企业的一部分，在商务流程条款中被建模，并和其他的类似的功能元在一特定的组织或域中被应用（例如：实例化）。 Brief DescriptionPerform all necessary analysis on closed requests and on customer contacts and generate related reports对完成的请求和客户合同进行必要的分析，并生成报告。 Extended DescriptionThe purpose of this process is to perform all necessary analysis on closed (completed or unfulfilled) requests and on customer contacts and it generates related reports, to be utilized for process improvement activities, proactive problems prevention, up-sell opportunities definition, etc.基于客户的分析和报告过程元用于改造流程，主动的预防问题和识别绑定销售的机会等。2. Mediate & Orchestrate Customer Interactions 调节和协调客户交互 Process Identifier: .4 Brief DescriptionEnsure that transaction message structure and interactions conform to agreed, externally defined standards used by the enterprise and its customers确保事务信息的结构和交互符合约定，企业和客户使用外部定义的标准。 Extended DescriptionThe purpose of the Mediate & Orchestrate Customer Interactions is to ensure that transaction message structure and interactions conform to agreed, externally defined standards used by the enterprise and its customers. Increasingly transactions with external parties (e.g. customers using Rosetta Net or Web Services standards) will need to conform to message and data formats defined by third parties or third party organizations. Based on the specific transaction type and involved external party, this conformance will require the identification of the necessary data formats to be sent externally, and conversion of externally received messages into the required internal enterprise formats. In addition, interactions with external parties may require that messages and transactions need to be undertaken with defined and agreed orchestration for message exchange. The actual agreement between the parties to use specific interaction standards is part of the Support Customer Interface Management and Support Selling L3s.越来越多与外部交互的事务都要符合第三方或是第三方组织的信息数据格式（例如使用Rosetta网或Web服务标准的用户）。基于指定的事务类型和外部方面的要求，将在与外部传输必要的数据格式要求进行统一的标示，并且将外部接收的数据转换为企业内部格式。另外，在和外部的交互上，信息和事务要求用统一的编排方式进行。把双方使用标准的协议作为支持客户接口管理和支持的L3s销售的一部分。3. Manage Contact联系管理Process Identifier: .1 Brief DescriptionManage all contacts/requests between potential or existing customers and the enterprise管理所有潜在或现有客户和企业之间的联系/请求。Extended DescriptionThe purpose of this process is to manage all contacts between potential or existing customers and the enterprise. It deals with the identification of the contact, its development, enhancement and update联系管理工作包括包括确认联系，拓展联系，联系的扩充，联系的升级。 Manage Request (Including Self Service) 请求管理（包括自助服务）Process Identifier: .2 Brief DescriptionManage all requests (inbound and outbound) made by potential and existing customers管理所有潜在用户和实际用户的（进出站）请求。Extended DescriptionThe purpose of this process is to manage all requests (inbound and outbound) made by potential and existing customers. It receives the request and either enables its originator to automatically fulfill it, or identifies and activates the opportune process to accomplish the request; it manages the status of the request and is able to provide status information at any moment in which the request is active; it formally closes the request when all related activities have been terminated.接受请求并要求请求的发送者自动执行或者确定适合的过程元，并激活它去完成。负责管理请求的状态并且在请求受理时提供状态信息。当所有相关的任务完成后终止这个请求。PROBLEM HANDLING4. Isolate Customer Problem 孤立客户问题Process Identifier: .1 Brief DescriptionIdentify the root cause of the customer problem.识别导致客户问题的根源 Extended DescriptionThe purpose of the Isolate Customer Problem processes is to identify the root cause of the customer problem. The responsibilities of these processes include, but are not limited to: Verifying whether the customer is using the purchased product offering correctly; and Performing diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services.The Isolate Customer Problem processes will make the results of the root cause analysis available to other processes. The Isolate Customer Problem processes will update open customer problem report, as required during the assessment, and when the root cause has been identified.The Isolate Customer Problem processes will notify the Track & Manage Customer Problem processes when the analysis is complete.孤立客户问题过程元的责任包括（不局限于）：检查的提供客户产品是否正确；根据客户信息判断客户问题的根源来否涉及底层的业务；问题的分析结果是否可以为其他功能元使用；在评估的过程中更新正在处理的客户问题报告并确定问题的根源，在分析完成之后告知“跟踪&管理客户关系问题”功能元。5. Report Customer Problem 通报客户问题 Brief DescriptionMonitor the status of customer problem reports, provide notifications of any changes and provide management reports检测客户问题报告的状态，报告改变的状态，提供管理报告。 Extended DescriptionThe objective of the Report Customer Problem processes is to monitor the status of customer problem reports, provide notifications of any changes and provide management reports. These processes are responsible for continuously monitoring the status of customer problem reports and managing notifications to processes and other parties registered to receive notifications of any status changes. Notification lists are managed and maintained by the Support Problem Handling processes. These processes record, analyze and assess the customer problem report status changes to provide management reports and any specialized summaries of the efficiency and effectiveness of the overall Problem Handling process. These specialized summaries could be creation of specific reports required by customers and/or other specific audiences. These processes will make the necessary reports about the problem that occurred, the root cause and the activities carried out for recovery of normal operation.负责不间断监视客户问题的状态，并且管理发送给过程元和参与方的状态变更通知，通知列表由支持问题的处理过程来管理和维护。通报客户问题过程元记录，分析，评估客户问题报告的状态变化并提供管理报告，还有总结整个问题处理过程的效率与效果。并将这个总结发给客户或是有权去审阅的人。通报客户问题过程元将通报出现的问题，说明问题的根源和恢复的工作。6. Track & Manage Customer Problem 跟踪和管理客户问题Process Identifier: .3 Brief DescriptionEnsure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy.确保恢复工作的分配，协调和跟踪，当发生危险时请求升级正在处理的客户问题。 Extended DescriptionThe purpose of the Track & Manage Customer Problem processes is to ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy. Responsibilities of these processes include, but are not limited to Scheduling, assigning and coordinating tracking any recovery activities, and any repair and restoration activities delegated to other processes; Generating the respective service trouble report creation request(s) to Create Service Trouble Report based on specific customer problem reports; Undertake necessary tracking of the execution progress; Modifying information in an existing customer problem report based on assignments; Modifying the customer problem report status; Canceling a customer problem report when the specific problem was related to an incorrect customer problem report; and Monitoring the jeopardy status of open customer problem reports, and escalating customer problem reports as necessary.Note that some specific product and/or service components may be owned and managed by suppliers/partners. In these cases the Track & Manage Customer Problem process is responsible for initiating requests, through S/P Problem Reporting & Management processes for restoration and recovery by the supplier/partner of the specific service components. These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence. The Track & Manage Customer Problem processes will also inform the Close Customer Problem processes by modifying the customer problem report status to cleared when the customer problem has been resolved.跟踪和管理客户问题的责任包括（不限于）：安排时间，分配，协调跟踪跟踪的恢复工作，并请求其他处理元的参与；生成各自的服务问题报告并发送请求给给指定的客户问题的“创建问题报告”过程元；承担必要的执行过程跟踪；修改现有的客户问题报告内容；修改客户问题报告状态；当遇到到一个错误的客户问题报告时进行取消；监视处理中的客户问题报告的危险状态并且在必要时进行升级客户问题报告。 注意，有些指定的产品或组件属于供应商/合作伙伴, 由他们进行管理。在这种情况下，跟踪&管理客户问题过程元负责启动请求，通过供应商/合作伙伴问题报告&管理过程元请求指定组件的供应商/合作伙伴去修复和恢复。这些过程元将要合作完成所有的必要工作，以保证所有在任务在适当的时间，以适当的次序完成。当问题解决后跟踪&管理客户问题过程元将客户问题报告的状态修改到已关闭并通知结束客户问题过程元。7. Close Customer Problem Report结束客户问题报告Process Identifier: .4 Brief DescriptionEnsure that a problem affecting the customer is solved确保影响客户的问题已解决。 Extended DescriptionThe purpose of the Close Customer Problem Report processes is to close a customer problem report when the problem affecting the customer is solved. These processes are also responsible for possibly contacting the customer to inquire about the customers satisfaction with resolution of the problem. These processes monitor the status of all open customer problem reports and recognize that a customer problem report is ready to be closed when the status is changed to cleared.结束客户问题报告功能元除了确保影响客户的问题已解决，会负责向询问满意度。监视所有处理中的客户问题报告状态并且确认当状态改为已清除时，客户问题报告已经结束。8. Create Customer Problem Report创建客户问题报告Process Identifier: .5 Brief DescriptionThis process creates a new Customer Problem Report.创建一个新的客户问题报告。 Extended DescriptionThe objective of the Create Customer Problem Report process is to create a new customer problem report.A new customer problem report may be created as a result of customer contacts indicating a problem with their purchased product offerings or, at the request of analysis undertaken by other processes in the CRM or SM&O horizontal process layers, which detect a failure or degradation which may be impacting customers.These processes are responsible for capturing all the necessary customer information to be included in the new Customer Problem Report.如果客户购买的产品出现问题，或者在CRM及SM&-O的水平功能层的其他过程元发出查询请求时，检测到了一个失败或是退化，这问题可能会影响客户，这时就会创建一个新的客户问题报告。9. Correct & Recover Customer Problem 更正和修复客户问题Process Identifier: .6 Brief DescriptionRestore the service to a normal operational state as efficiently as possible尽可能有效的将服务恢复到一个正常状态。 Extended DescriptionThe objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible. Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to: Educational interaction with the customer to ensure correct usage of the purchased facilities; Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings; Requests for activities to be undertaken by other processes in the CRM process layer; or Ide