Service Problem Management


Respond immediately to customer-affecting service issues or failures with the new Service Problem Management template for telecommunications.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Customer name

  • 2. Email

  • 3. Phone

  • 4. Problem description

  • 5. Service type

    • Phone service
    • Internet
    • Television
    • Networking

Report generation

  • 1. Attach the service trouble report

  • 2. Is additional information needed?

    • Yes, contact the customer.
    • No

Problem diagnosis

  • 1. What was the root cause of this problem?

  • 2. What actions should be taken to solve the problem and/or avoid future incidents?

    • Perform diagnosis
    • Run tests
    • Start audits
    • Schedule a routine testing

Correct & solve

  • 1. Which type of restoration will be needed?

    • Manual
    • Automatic
  • 2. If manual restoration, assign the responsible team.

Survey & analyze

  • 1. Total time to get the problem solved

  • 2. Difficulties faced or comments on the process

Track & manage

  • 1. Tracking checklist

    • Ensure that testing, repair, and restoration activities are assigned
    • Modify information in an existing service trouble report based on assignments.
    • Initiate requests for other company areas, if needed.

Problem solved

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