The telecommunications business expansion at Eletrobras Eletronorte and the needs for changes in operation and maintenance

摘要

This article aims to study the “Service Problems Management” process, as defined in theeTOM framework and its current situation at Eletrobras Eletronorte. A qualitative study onhow this process may be improved using the BPMN methodology is presented, consideringthe constant increase on demand made by customers of the company’s DWDM and Ethernetover DWDM networks. A general vision of the whole process is presented, followed bymetrics suggestions that may provide valuable data about the networks performance.