Availability Guide for Problem Management

Recovering From Unplanned Outages
Availability Guide for Problem Management–125509
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Gathering the Facts
cross-references, you might want to identify log entries, perhaps by page number and
line item number, thus creating a unique entry.
Who Is Responsible for Logging Problems?
Designate the people responsible for logging and tracking problems. For example, you
could require that all problems found by operators be logged in an operator log, and all
problems encountered by users be logged by help-desk operators.
Help-Desk Calls
A help desk is useful when you have a large number of users. A help desk promotes
good user relations by providing users with quick, responsive, and reliable service. A
help desk also increases the efficiency of your operations staff by allowing them to
concentrate on problem resolution and not just on the reporting of user problems. A help
desk also ensures that all user-reported problems are logged and tracked. Typically, help-
desk operators perform the following tasks:
•
Record problem information
•
Solve easy-to-fix problems
•
Escalate problems not immediately solvable
•
Record problem-resolution information
•
Inform reporting or affected parties when problem is resolved
Understanding the Process
Ensure that your staff and users understand problem-reporting procedures and how the
problem-reporting process works. Keeping your staff and users trained on these
procedures will help you create a problem-solving methodology that works smoothly
and efficiently.
Tools for Problem Reporting and Tracking
CA-Unicenter for Tandem—Problem Management Function
The CA-Unicenter for Tandem Problem Management function lets you define the
components and activities typically found in a computer center as items (workstations,
servers, and printers, for example) and events (program or network activity). Once
defined, problems related to specific items or events can be easily reported and tracked.
To set up problem management, you
•
Define the configuration of components
•
Define problem management policies
•
Define problem escalation policies
•
Establish machine-generated problem tracking (MGPT) policies
Once you have defined the problem management environment, it is a simple matter to
open, track, and close problem definitions.