🛡️Module 12

Service Assurance & T2R

Trouble-to-Resolve — ITSM, ITOM and ITAM

The post-fulfilment domain. Once a service is activated, ownership moves from L2C to Trouble-to-Resolve (T2R), run through three IT disciplines: ITSM (how services are managed: incidents, requests, changes and SLAs), ITOM (how the technology is operated: discovery, events, faults and performance) and ITAM (how assets are governed: hardware, software, licences and their lifecycle). Every section sits in one of the three, and all three depend on the inventory and CMDB data that fulfilment writes.

Sections

12.1

ITSM, ITOM and ITAM: The Three Pillars

Where Trouble-to-Resolve starts (service activation, when the SLA clock begins), the three disciplines that run it (ITSM manages services, ITOM operates the technology, ITAM governs the assets), the shared CMDB and inventory data between them, and where each one meets eTOM Assurance.

15 min

12.2

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: SLA credits, customer notification and upgrade orders.

15 min

12.3

SLM–CMDB Integration

The five-layer queryable chain from CI (CMDB) through Resource Inventory and Service Inventory to Product Inventory (the SLM side), enabling automated impact analysis and SLA-aware incident prioritisation.

15 min

12.4

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.

15 min

12.5

IT & Network Asset Management

Governing hardware, software, licences and contracts across their lifecycle: how an asset differs from a CI and from a resource, where network equipment and CPE fit, the link to ERP fixed assets, and why licence compliance and retirement are where ITAM pays.

15 min