Signature based Problem Solving Prakash Venkatraman Sr Architect Oracle Corp. India

Prakash Venkatraman

Sr Architect

Oracle Corp. India

Agenda Introduction ITIL – An overview Problem Management – Goals & Objectives Knowledge Assisted Problem Resolution Signature Matching Technology Q & A

Introduction

ITIL – An overview

Problem Management – Goals & Objectives

Knowledge Assisted Problem Resolution

Signature Matching Technology

Q & A

Introduction About Oracle On-demand Service Engineering Group

About

Oracle

On-demand

Service Engineering Group

ITIL – An overview The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an IT organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure. Benefits reduced costs improved IT services through the use of proven best practice processes improved customer satisfaction through a more professional approach to service delivery standards and guidance improved productivity improved use of skills and experience improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an IT organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure.

Benefits

reduced costs

improved IT services through the use of proven best practice processes

improved customer satisfaction through a more professional approach to service delivery

standards and guidance

improved productivity

improved use of skills and experience

improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

Problem Management Goals Minimize the adverse impact of Incidents and Problems on the business, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known Errors before Incidents occur in the first place.

Minimize the adverse impact of Incidents and Problems on the business, and to prevent recurrence of Incidents related to these errors.

In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

The Problem Management process has both reactive and proactive aspects.

The reactive aspect is concerned with solving Problems in response to one or more Incidents.

Proactive Problem Management is concerned with identifying and solving Problems and Known Errors before Incidents occur in the first place.

Signature Matching Technology (SMT) Process Stores pre-defined root causes and matches in a repository Collect the Problem Definition from Customers Relies on the log files and/or signatures of an application Looks for possible match for all the problems defined Does a matching & generate report.

Process

Stores pre-defined root causes and matches in a repository

Collect the Problem Definition from Customers

Relies on the log files and/or signatures of an application

Looks for possible match for all the problems defined

Does a matching & generate report.

Knowledge Assisted Problem Resolution

Steps involved…. Categorize the problem into symptoms Define Workflows for every symptom/problem Associate corresponding workflows and run them to match the root cause Match possible root cause to a problem/Solution

Categorize the problem into symptoms

Define Workflows for every symptom/problem

Associate corresponding workflows and run them to match the root cause

Match possible root cause to a problem/Solution

What is RCA?

Q & Q U E S T I O N S A N S W E R S

Thank you

Thank you

Backup slides

Backup slides