Trouble to Resolve
A live enterprise circuit fails. Alarms are correlated to one root cause, the service inventory turns a broken resource into a list of affected customers, a ticket carries that context to the NOC and the field, the fault is repaired and verified, the SLA credit is calculated, and the records are made true again. The Trouble-to-Resolve counterpart to the fulfilment flows in this section.
Architecture Overview
Assurance runs the fulfilment stack in reverse. Fulfilment went customer → service → resource; an outage travels resource → service → customer, and it can only do that if the links recorded during activation are still true. Everything difficult about Trouble-to-Resolve is a consequence of how well Lead-to-Cash kept its records.
Customer Site
The enterprise site whose circuit has failed — the only layer the customer can see, and the one they judge the operator by.
Access
Fibre, access node and transport path carrying the circuit. Where the physical fault usually is, and where the field engineer goes.
Fault Management
Collects alarms across domains, de-duplicates and correlates them to one root cause using the recorded topology.
Inventory
Turns a failed resource into affected RFS and CFS instances, and those into customers, sites and SLAs.
ITSM, WFM & Care
Ticketing, field dispatch, customer notification and closure — plus the SLA credit raised back through billing.
Assurance Workflow
Step-by-step orchestration flow — click any step to view systems, inputs/outputs, and eTOM mapping.
Flow Diagram
Interactive Flow Steps
Tap any step to view details, systems, and eTOM mapping.
Select a step in the diagram to view its details, systems, inputs/outputs, and eTOM mapping.
All Steps
Step-to-eTOM Mapping
| eTOM L2 Capability | Steps |
|---|---|
| Resource Trouble Management | |
| Service Problem Management | |
| Problem Handling | |
| Billing & Revenue Management |