CA Cloud Service Delivery Platform

CA Cloud Service Delivery Platform Incident Manager Release 1.1

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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

Contents Chapter 1: Manage Problems and Faults 7 Correct and Resolve Service Problem... 7 Run the Service Problem Report... 8 Analyze Service Problem... 8 Track and Manage Service Problems... 10 Track and Manage Faults... 11 Run the Faults Report... 12 Chapter 2: Manifest Data 12 Contents 5

Chapter 1: Manage Problems and Faults As an incident manager your responsibilities require you to diagnose the customer problems using the information about known issues and workarounds. If the problems are not resolvable within the agreed service levels, you represent the first stage of escalation for incidents. 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. 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 Problems and Faults 7

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 Incident Manager

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 Problems and Faults 9

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 Incident Manager

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 Problems and Faults 11

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. Chapter 2: Manifest Data 12 Incident Manager

Run the Faults Report 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: https://oss-sso.oss.ca/usm/csdpmanifest.xml. Chapter 2: Manifest Data 13