incident & problem management by Valentyn Barmak
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1
2 incident & problem management by Valentyn Barmak
3 Agenda 1. why? 2. overview 3. example
4 Agenda 1. why? 2. overview x2 3. example
5
6 incident unplanned interruption or a serious reduction in the service quality
7 why incident management?
8 why incident management? restore service asap
9 why incident management? restore service asap avoid unnecessary involvement
10 why incident management? restore service asap avoid unnecessary involvement avoid mistakes
11 how to manage incidents? identify really incident?
12
13 how to manage incidents? identify handle really incident? use defined procedure
14
15 how to manage incidents? identify handle close really incident? use defined procedure add incident record
16
17 EXAMPLE
18 The goal to minimize the amount and severity of incidents in live online games
19 We don t treat every bug an incident. Incident criteria was defined
20 Incident only when: game becomes unavailable identify
21 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX
22 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX, or severe issues with servers
23 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX, or severe issues with servers, or it can't wait for next planned deployment
24 We don t panic when the incident occurs. We follow the process:
25 handle Elect a SWAT team
26 handle Elect a SWAT team Plan Communication
27 handle Elect a SWAT team Plan Communication Kick-off
28 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base
29 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group
30 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group Send notifications to stakeholders on every update
31 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group Send notifications to stakeholders on every update Follow defined policies and guidelines
32 We act smartly after the incident is resolved:
33 close prevent recurrences
34 close prevent recurrences update stakeholders
35 close prevent recurrences update stakeholders submit the Incident record
36 close prevent recurrences update stakeholders submit the Incident record update Knowledge Base if necessary
37 close prevent recurrences update stakeholders submit the Incident record update Knowledge Base if necessary propose process improvements
38 Outcomes resolved/workarounded incident updated incidents database
39 problem management
40 why problem management? recognize problems
41 why problem management? recognize problems permanent solutions
42 why problem management? recognize problems permanent solutions less emergencies
43 identify problems from incident records
44 identify problems from incident records submit problems
45 identify problems from incident records submit problems implement permanent solutions
46 identify problems from incident records submit problems implement permanent solutions also add problems directly
47 we ask questions:
48 we ask questions: could any of the incidents be prevented?
49 we ask questions: could any of the incidents be prevented? can we detect incident symptoms?
50 we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?
51 we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?
52 Summary the aim of incident management is to restore the service as quickly as possible, often through a workaround, rather than through trying to find a permanent solution which is the aim of problem management.
53 Appendices
54 incident management process IDENTIFICATION HANDLING CLOSURE Receive data regarding the incident and ensure it is full and clear Qualify issue as an Incident. DELIVERABLES Incident process is triggered Elect a SWAT team to fix the incident issue. Decide on a War Room for the Huddle. Huddle and lay down an Action Plan. Send out notification to all stakeholders. No one is allowed to disturb the SWAT team from work, while they actively investigate/resolve the Incident Huddle regularly to update the action plan. Send out updates to all stakeholders. If devops is necessary, follow the Emergency IT Support Policy. Follow Live Actions Guidelines After the incident has been solved, make sure to: Communicate the results to relevant stakeholders by sending mail following the 'Issue on Live' closure procedure as per the template. Take corrective actions to prevent issue from happening again. Create JIRA tickets where possible. Evaluate possible procedure updates that can be made in the teams in the pipeline. Submit Incident Login form. DELIVERABLES Resolved incident (possibly workarounded) Sent Incident report(s) to XXX DELIVERABLES Sent report to XXX Submitted related JIRA tickets Submitted Incident Login form
55 Incident detected IDENTIFICATION Action plan (five minutes huddle of the SWAT team in a war room) Send Create / Update JIRAs (contact OPS if necessary) HANDLING Fix (first QA, then Live) Add / Update Incident record (via Incident Login form) yes Resolved? no Open >3 days? no yes Send (keep one thread) Create JIRAs for fixing root cause or other related issues if possible CLOSURE Add / Update Incident record (via Incident Login form)
56 problem management process PROBLEM DETECTION PROBLEM LOGGING ROOT CAUSE IDENTIFICATION SOLUTION DEFINITION PRIORITISATION IMPLEMENTATION, CLOSURE ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES Define the problem Receive data regarding the problem from incident management Ensure the collected data is full and clear Define which teams or departments are affected Gather other data at the day of incident Analyze symptoms Analyze the data collected from various sources relating to the major incident Analyze historical data to see if there was such problem before DELIVERABLES Analyzed problem Updated incident record Create a new JIRA record or update the old one: Unique ID, timestamp Name of submitter Link associate problem records (with hierarchy if applicable) Link associate incident records Problem description Problem category Status Severity and Impact Responsible person, team Affected game Associate JIRA records History of all taken actions Workaround Permanent solution (if known already) DELIVERABLES Created/updated problem record Analyzed and updated incident data Problem investigation and diagnosis (requires tech experts) To conduct root cause analyses using various techniques if necessary: Make a sketch Draw Ishikawa (fishbone) diagram Kepner-Tregoe Flow diagrams etc. Determine workarounds Think of potential solutions Assess the problem and recommended actions to resolve the problem DELIVERABLES Updated problem record Root cause detected Workaround(s) identified Identify the team for solution development Determine possible resolutions Choose the best approach Make sure the solution can effectively prevent reoccurrence DELIVERABLES Updated problem record Other tasks in JIRA Updated incident records Defined resources that are necessary for implementation Identify the urgency and impact of this task Define a priority in the Problem management queue Identify responsible for the implementation Decide how this problem should be prioritized among other tasks of the team DELIVERABLES The task(s) has a priority The team leads are aware of the task and can plan it in their sprints Conduct activities to implement the fix to the problem Verify if the solution is appropriate and close problem record Submit a record to the Error Knowledge Base if applicable Share Lessons learned via if reasonable Ensure that all the associated incidents are closed with a proper fix or resolution DELIVERABLES Updated incident record Updated problem record Updated Known Errors Knowledge Base spreadsheet Lessons learned shared Report is sent
57 Choose the problem area Incident record(s) update Analyze related incident data (symptoms, relations, historical data) Request missing data (symptoms, relations, historical data) DETECTION & LOGGING Create new Problem Record /update existing (JIRA) Incident record(s) update Problem record update Problem record update Problem record update Identify root cause, workarounds Determine work for identified solutions (and choose implementation team) Prioritize ROOT CAUSE IDENTIFICATION & SOLUTION DEFINITION Known Errors update Incident record(s) update Problem record update Implement (by defined implementation team) Close (update knowledge base, submit lessons learned, send ) IMPLEMENTATION & CLOSURE
58 problem management process simplified Prepare Meeting Run Meeting Take Actions Who: Problem Manager Process summary: - to ensure the quality of the incident spreadsheet - to select follow-up s - to prefill the problem management spreadsheet Efforts: 3-5 mh When: no later than 3 days before the meeting Chairperson: Problem Manager Participants: PMs, APs, OPS representative Frequency: monthly Activities: - identify problems - prioritize & agree on actions - define responsible teams When: at the end of the month. In case of holidays or emergency moved to the next working day. Outcomes: Assigned tasks Who: particular person is responsible for every problem as defined in the meeting Process summary: - implement - verify - update all records Outcomes: Updated incident and problem records
59 thank you! ask for more: Valentyn Barmak
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