tokens: At the beginning the customer perceives that her subscribed service has degraded . A list with all the problem parameters is then sent to the Customer Service department of TELECO . At the customer service an employee enters ( based on the received data ) a problem report into system T . . Then the problem report is compared to the customer SLA to identify what the extent and the details of the service degradation are . Based on this , the necessary counter measures are determined including their respective priorities . An electronic service then determines the significance of the customer based on information that has been collected during the history of the contractual relationship . In case the customer is premium , the process will link to an extra problem fix process ( this process will not be detailed here ) . In case the customer is of certain significance which would affect the counter measures previously decided upon , the process goes back to re-prioritize these measures otherwise the process continues . Taking together the information ( i.e . contract commitment data + prioritized actions ) a detailed problem report is created . The detailed problem report is then sent to Service Management . Service Management deals on a first level with violations of quality in services that are provided to customers . After receiving the detailed problem report , Service management investigates whether the problem is analyzable at the level of their department or whether the problem may be located at Resource Provisioning . In case Service Management assesses the problem to be not analyzable by themselves , the detailed problem report is sent out to Resource Provisioning . If Service Management is sure they can analyze it , they perform the analysis and based on the outcome they create a trouble report that indicates the type of problem . After Resource Provisioning receives the detailed problem report , it is checked whether there are any possible problems . If no problems are detected , a notification about the normal service execution is created . If a problem is detected this will be analyzed by Resource Provisioning and a trouble report is created . Either trouble report or the normal execution notification will be included in a status report and sent back to Service Management . Service Management then prepares the final status report based on the received information . Subsequently it has to be determined what counter measures should be taken depending on the information in the final status report . Three alternative process paths may be taken . For the case that no problem was detected at all , the actual service performance is sent back to the Customer Service . For the case that minor corrective actions are required , Service Management will undertake corrective actions by themselves . Subsequently , the problem resolution report is created and then sent out to Customer Service . After sending , this process path of Service Management ends . For the case that automatic resource restoration from Resource Provisioning is required , Service Management must create a request for automatic resource restoration . This message is then sent to Resource Provisioning . Resource Provisioning has been on-hold and waiting for a restoration request but this must happen within 2 days after the status report was sent out , otherwise Resource Provisioning terminates the process . After the restoration request is received , all possible errors are tracked . Based on the tracked errors , all necessary corrective actions are undertaken by Resource Provisioning . Then a trouble-shooting report is created . This report is sent out to Service Management ; then the process ends . The trouble-shooting report is received by Service Management and this information goes then into the creation of the problem resolution report just as described for ii ) . Customer Service either receives the actual service performance ( if there was no problem ) or the problem resolution report . Then , two concurrent activities are triggered , i.e . i ) a report is created for the customer which details the current service performance and the resolution of the problem , and ii ) an SLA violation rebate is reported to Billing & Collections who will adjust the billing . The report for the customer is sent out to her . After all three activities are completed the process ends within Customer Service . After the customer then receives the report about service performance and problem resolution from Customer Service , the process flow at the customer also ends .