BMC_TSM方案介绍.ppt

* * This slide is designed to be an opening or closing slide. This will allow the presenter to have a presentation cued up in slideshow mode without being on the title slide. The audience can take their seats, leave, or have open discussion with this slide up. Let’s take a look at the Problem Management process flow CLICK The Problem Investigation consists for 4 stages. - Identification, Recording and Classification -Review - Investigation and Diagnosis -And Resolution and Closure The Known Error Process consists of 3 steps: -Identification and Recording Classification and Assessment And Resolution and Closure The Solution process consists of 2 steps: Identification and recording Validation and publication Let’s take a closer look at these starting with the Problem Investigation process New to IM 7.0 is a multi-staged process flow for tracking incidents that is rooted in best practices related to ITIL. There are now 4 primary phases to the tracking of an incident. CLICK Stage1 is focused on identifying, recording and classifying the incident properly. It is typically initiated from either web self service or from a call to the service desk. CLICK Stage 2 is concerned with the investigation and diagnosis of the incident. CLICK Stage 3 is focused on Resolution and Recovery of the incident. The primary goal of IM is to restore normal service operations as quickly as possible. The result of the investigation or resolution may result in a change request or problem investigation being created. The result of stage 3 is typically a resolution or temporary workaround. CLICK Stage 4 concerns the closure of the incident. 1) Start from Change Management Console or Infrastructure Change 2) Click on Atrium Impact Simulator 3) On AIS Main, a. Select CI’s using Add CI b. Click Simulate Impact c. Check the results table d. Select Change Request on the dropdown field e. Click Relate to New 4) Infrastructure Change form opens in new mode a. Check Relationships tab b.