CA Cloud Service Delivery Platform

Transcription

1 CA Cloud Service Delivery Platform Problem Manager 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: Defining the Customer Report 7 Track and Manage Faults... 7 Analyze Service Problem... 8 Correct and Resolve Service Problem... 9 Report on Service Problem Track Service Problem Chapter 2: Manifest Data 11 Contents 5

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7 Chapter 1: Defining the Customer Report As a service provider problem manager, you are responsible for defining the problems that are based on the customer report. The customer report is processed to establish the root cause and provide a solution. You maintain the information about known errors and workarounds. The web-based service portal allows you to request and manage services. Access the service portal with the URL and login credentials that your service provider administrator provides, and perform your tasks. Track and Manage Faults You track the faulty devices through the service portal to restore services within the agreeable time limit. 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 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. Chapter 1: Defining the Customer Report 7

8 Analyze Service Problem 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. Use the information from the reports to track and manage the faults. 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. 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 Log In page opens. 3. Click the Risk tab and then click the chart. The report opens in a new window. Note: For more information about reports, click Help in the InfoView page. 8 Problem Manager

9 Correct and Resolve Service Problem Correct and Resolve Service Problem After the alert is created in the CA Service Operations Insight, the system creates a service desk incident. The support representatives provide a resolution to the service problem using the information about known issues and perform a root cause analysis of the incident. If the service problem is causes a major business impact, you consider it a high priority. 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. Click the Action drop-down list, select Launch Service Console. 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 receives the service desk ticket and resolves the problem. Note: For more information about the console usage, click Help in the CA Service Operations Insight page. Chapter 1: Defining the Customer Report 9

10 . Report on Service Problem Report on Service Problem 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. Note: For more information about reports, click Help in the InfoView page. 10 Problem Manager

11 Track Service Problem Track Service Problem You can track and manage resource faults that cause disruption to the services and communicate customers about the 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 which you want to track the performance. A detailed report opens and displays the performance of a resource. Use the information to track the performance of a resource. Coordinate with the Problem Manager to resolve the problems that affect the resource. Note: For more information about the resource performance, click Help in the CA Service Operations Insight page. Chapter 2: Manifest Data Chapter 2: Manifest Data 11

12 Track Service Problem The manifest data is an xml file which contains the version information of all the appliances that are used in the CA CSDP deployment. During deploying the CA CSDP solution, the manifest data is saved in the following location: C:\Program Files\CA\Service Catalog\view\webapps\usm The usm folder contains the following files: csdpmanifest.xml csdpmanifest.xsl Note: Update the csdpmanifest.xml file in oss-sc1 and oss-sc2 machines for every new release or patch. To access the manifest data, click the following link: 12 Problem Manager