Availability Guide for Problem Management

Availability Guide for Problem Management–125509
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Introduction to Problem Management
Overview
Maintaining operations 24 hours a day, 7 days a week, 365 days a year (24x7x365) was
once the exclusive domain of critical applications like emergency services, national
defense, and telecommunications systems. Today, the demand for 24x7x365 operations
has expanded to include business-critical services that
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Generate revenue around the clock
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Run the business
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Permit efficient international operations
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Provide a competitive advantage for customer service
The more your customers expect these applications to be available and the more your
company depends on them for basic revenue, the more costly the downtime when these
applications are not available. The ability to predict, prevent, plan for, and recover from
problems that cause outages and downtime is more important than ever.
This section
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Defines planned and unplanned outages
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Describes the problems that cause unplanned outages
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Describes the high cost of outages
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Defines problem management in the Tandem environment
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Describes the goals of problem management
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Explains how problem management fits into Tandem’s operations management
(OM) framework
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Describes Tandem’s commitment to problem management solutions