Service Assurance & T2R
Trouble-to-Resolve — the ITSM & Operations Domain
The post-fulfilment domain. Once a service is activated, ownership moves from L2C to Trouble-to-Resolve (T2R) — the ITSM and operations estate that starts the SLA clock and runs incident, problem, change and asset management. Covers the handoff via SLM, service and resource data, CMDB integration, feedback loops, and what breaks when the bridge is missing.
Sections
Service Assurance & T2R Overview
Where the ITSM / T2R domain starts — at service activation, when the SLA clock begins — its three pillars (monitoring, SLA management, incident management), and how it depends on data created during Lead-to-Cash fulfilment.
Fault Management Pipeline
The fault management pipeline from alarm detection through correlation, root cause analysis, and service impact analysis — and the inventory data each stage requires.
The L2C–Assurance Bridge
How the three inventories (Product, Service, Resource) form the shared data foundation between fulfilment and assurance, and the feedback loop from assurance back to L2C.
SLM–CMDB Integration
The five-layer queryable chain from CI (CMDB) through Resource Inventory and SLM to Product Inventory, enabling automated impact analysis and SLA-aware incident prioritisation.