ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle ...

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Figure 2: PeopleSoft Helpdesk incident based on an Enterprise Manager detected alert. Information about the alert is automatically passed to the incident. The helpdesk analyst assigned to the incident can use the knowledge base to find known ‘corrective actions’ for the incident. If a solution is identified, a link back to EM is provided in the incident, enabling the analyst to easily access EM’s administration features to implement the solution (restart the database, add a data file, and so on). Since EM’s monitoring system continues to monitor the component associated with the incident, once the solution has been implemented; EM's monitoring system will detect that the issue no longer exists (has been resolved). This could, in turn, cause the Helpdesk incident to be closed automatically. Customers who have an existing non-Oracle help desk solution can leverage the Enterprise Manager Connector solution for an integrated IT service management solution. For example, the Oracle Management Connector for Remedy Help Desk enables IT organizations to proactively detect and respond to incidents to ensure high quality of service levels are maintained. The connector integrates proactive alert detection and resolution features with Remedy’s help desk capabilities to provide a seamless workflow for incident management and resolution – from the creation of incidents based on alerts to bidirectional console links for incident resolution to automatic incident closure based on the clearing of alerts.
Problem Management The primary goal of the ITIL Problem Management process is to minimize the adverse impact of errors within the IT infrastructure and to prevent recurring incidents related to these errors. The primary goal of the ITIL Problem Management process is to minimize the adverse impact of errors within the IT infrastructure and to prevent recurring incidents related to these errors. The reactive aspect of this goal is to quickly solve problems in response to one or more incidents. The proactive aspect of this goal is to reduce the overall number of incidents by identifying and solving problems before incidents occur. In ITIL terminology, a problem may be defined as: An unknown underlying cause of one or more incidents. Similarly, a known error may be defined as: A Problem that is successfully diagnosed and for which a work-around has been identified. The ITIL Problem Management process eliminates recurring incidents by categorizing the underlying root cause of the problem and then initiating actions to improve or correct the situation. If a solution isn't readily identified, then a new problem can be created within PeopleSoft Helpdesk, automatically associating the new problem with the incident. By associating the problem with the incident, a parent-child relationship is automatically established. When the problem record is closed, all the associated incidents are closed using a single click. To assist with the identification of the root cause of incidents, EM offers a wealth of diagnostic features. These features range from identifying recent configuration changes that could have caused the incident to occur, to identifying where time was most spent in an application call stack to even identifying the SQL statement that caused poor performance in an application's transaction. For application failures, EM automatically performs root cause analysis that identifies probable causes of failure. This information is especially critical in complex applications where knowledge of the underlying application stack and its dependencies is not well understood by the administrator that is handling the problem. After a fix has been implemented, the problem record is closed in PeopleSoft Helpdesk and all incidents associated with the problem record are also closed. On the proactive side, Problem Management is also concerned with identifying and solving problems and known errors before incidents occur. One type of activity toward this goal is trend analysis, which is identifying recurring problems of a particular type. EM's Configuration Management Database (CMDB) stores historical information about all incidents detected, as well as configuration information about the component and environment on which these incidents have occurred. Using EM's Information Publisher features with the CMDB, administrators can generate trend analysis reports identifying the most common incidents by time or by type, and correlate these with their configuration information enabling them to perform root cause analysis and take preventive measures for these incidents.
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ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle ...

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