CA Cloud Service Delivery Platform

Transcription

1 CA Cloud Service Delivery Platform Service Problems and Faults Release 1.1

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation is proprietary information of CA and may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. If you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright 2014 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

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4 CA Technologies Product References This documentation set references the following products that constitute the CA Cloud Service Delivery Platform. Foundation Products: CA Service Catalog CA Business Intelligence CA Embedded Entitlements Manager (CA EEM) CA Process Automation CA SiteMinder CA Service Desk Manager (CA SDM) Monitoring Service Products: CA Service Operations Insight CA Spectrum CA Nimsoft Monitor

5 Contents Chapter 1: Manage Service Problems 7 Correct and Resolve Service Problem... 7 Run the Service Problem Report... 8 Analyze Service Problem... 8 Track and Manage Service Problems Track and Manage Faults Run the Faults Report Contents 5

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7 Chapter 1: Manage Service Problems You diagnose the customer problems using the information about known issues and workarounds. You represent the first stage of escalation for incidents if the problems are not resolvable within the agreed service levels. You correct and resolve a service problem and report the service problem. The CA Service Operations Insight provides a list of alerts stating the cause of the service performance degradation. The alert provides the reason for the fault in resource monitoring and the service desk incident that is created for that alert. You can analyze the service problem that is based on the alert summary. An incident manager manages service problems and faults. Correct and Resolve Service Problem The support representatives provide resolution to a service problem using the information about known issues. If the service problem causes a major business impact, you consider it a high priority. CA Service Operations Insight and CA Spectrum are integrated with the help desk system to provide you with fault details. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Correct / Resolve service problem link in the Quick Start. The CA Service Operations Insight page opens. 3. Select a service name from the Services column. Chapter 1: Manage Service Problems 7

8 Run the Service Problem Report 4. Select Launch Service Console from the Action drop-down list. The Console page opens. You can now view the alerts from the services that are assigned to the selected customer and raise a service desk ticket. The support representative resolves the problem. Note: For more information about the console usage, click Help in the CA Service Operations Insight page. Run the Service Problem Report You get a consolidated status of service problems that the customers report. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Report on Service Problem link, in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Risk tab and then click the chart. The report opens in a new window. Analyze Service Problem You can analyze and define problems that the customer reported to find the root cause and provide a solution. The analysis helps support representatives or other related service personnel to provide a resolution. 8 Service Problems and Faults

9 Analyze Service Problem Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Analyze Service Problem link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Risk tab and then click the chart. The report opens in a new page. Chapter 1: Manage Service Problems 9

10 Track and Manage Service Problems Track and Manage Service Problems You can track and manage resource faults causing disruption to the services and communicate customers about resolution, known errors, and workarounds. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Track and Manage Service Problems link in the Quick Start. The CA Service Operations Insight page opens. 3. Select the time period for the duration that you want to track the performance. The report opens and displays the performance of a resource. To resolve the problems that affect the resource, coordinate with the problem manager. 10 Service Problems and Faults

11 Track and Manage Faults Track and Manage Faults You track the faulty devices through the service portal to restore services within the agreeable time limit. View the reports on faults from the service portal and to track and manage the faults. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Track and Manage Faults link in the Quick Start. The CA Spectrum OneClick console page opens. Note: Ensure that you install Java 6.43, to launch CA Spectrum OneClick console. 3. Click the Explorer tab on the navigation pane. The Global Collection folder displays a list of folders. 4. Click the relevant folder. 5. Click the List tab on the right pane. The devices are listed with the condition of the resource. View the report of the selected resource. Chapter 1: Manage Service Problems 11

12 Run the Faults Report Run the Faults Report You can view the reports on faults from the service portal. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Report on Faults link, in the Quick Start. The CA Spectrum Oneclick console page opens. Note: Ensure that you install Java 6.43, to launch CA Spectrum OneClick console. 3. Click InfoView to view the report. 4. Click InfoView, Document List, Public Folders, Availability, and then click Group. 5. Select a report. 6. Enter the parameters and click Run Query. View the report of the selected resource. 12 Service Problems and Faults