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Problem management foundation - Tools
The document discusses various tools that can be used for crisis management, including: - Network monitoring tools to check network health and issues - Tools for monitoring hosts that collect statistics on processor, memory, disk, and network interface usage - Network troubleshooting tools like Wireshark to examine packets during issues - Root cause analysis tools like fishbone diagrams and the 5 whys method to identify causes of problems - Documentation tools to create and store information in a knowledge base for future reference during crises.
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Problem management foundation - Tools
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- 2. ProblemManagementFoundation Objectives • Lessons fromthe great explorers • Sample tools
- 3. ProblemManagementFoundation Lessons from thegreatest explorer Amundsen pioneered an entirely new route to the Pole and successfully returned. He was one of the most meticulous planners in the era of explorers. He was extremely detailed in the manner in which he made certain he had the right equipment and it worked. Amundsen was meticulous about his inventory and tested and made sure all his equipment was workable. He also made sure that all his team members were familiar with using the equipment.
- 4. Victory awaits himwho has everything in order, luck, people call it. Defeat is certain for him who has neglected to take the necessary precautions in time; this is called bad luck. Roald Amundsen I may say that this is the greatest factor, the way in which the expedition is equipped, the way in which every difficulty is foreseen, and precautions taken for meeting or avoiding it. BAD LUCK
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- 6. ProblemManagementFoundation Sample tools foruse in crisis management • CMOC tools • Ticketing • Knowledge base (Known error database) • Reporting and measures • Monitoring • IT process automation • Repository • Infrastructure tools, providing services • Communications tools, such as voice and messaging • Refer to Appendix for list of tools
- 7. ProblemManagementFoundation VoIP tools Example VoIP servicesrequired for CMOC
- 8. ProblemManagementFoundation Network monitoring tools Example •Network Management Information Systems • Uptime and link utilization • Overall health dashboard
- 9. ProblemManagementFoundation Tools for monitoringa host Example The NET-SNMP, Windows SNMP and VMware ESXi daemons implement the Host Resources MIB. The following statistics are collected and stored: • Processor load • Physical and virtual memory usage (excluding VMware ESXi) • Disk usage (capacity and used) • Network interface usage • Service status via Host Resources MIB
- 10. ProblemManagementFoundation Network troubleshooting Wireshark Example •Wireshark is a free and open-source packet analyzer. • Use Wireshark for: • Network administrators use it to troubleshoot network problems • Network security engineers use it to examine security problems • Developers use it to debug protocol implementations • People use it to learn network protocol internals • When troubleshooting a network issue the best course of action is to capture packets of the problem as soon as possible. • (view the Wireshark video) • More advanced commercial add-on is Steelhead Packet Analyzer from Riverbed
- 11. ProblemManagementFoundation Root Cause Analysis(RCA) tools Used by Tiger Teams Topic for self study • Process based tools used to assist in a crisis • Identify and use what is the most appropriate for the situation • Examples • Fish bone diagrams (Ishikawa) • 5 whys • Affinity diagram • Kepner-Tregoe troubleshooting • TPS
- 12. ProblemManagementFoundation Documentation tools • Planningis fundamental to the success of crisis management. As part of the process, documentation is a fundamental component. • Utilize documentation tools to create content and information that is stored in the knowledge base or repository • This is utilized during a crisis as doing this task under stress pollutes the crisis management process • Without documentation the probability of successful resolution is significantly lower • Tools available to compile documents for discovery and inventory. Although not a necessity without them the process can be time consuming and not cost effective.
- 13. ProblemManagementFoundation Review • Practice usingthe tools before a crisis is encountered by making them part of your standard operations • Crisis management tools include a wide variety of education, training, software, hardware, books and checklists. • A good crisis management program will always include a written policy which should be clear and detail the tools that are to be used in a crisis. • Documentation and tools need to be updated regularly • Tools can be expensive so the ones selected need to be those that are able to make the most impact in the shortest possible time when a crisis occurs.
Editor's Notes
- #3 Objectives
- #4 It is often mentioned that to be a great leader you need to study great leaders and emulate the best of their qualities. One of my greatest heroes is Roald Amundsen, the first human to reach the South Pole and the North Pole. Amundsen's expeditions benefited from good equipment, appropriate clothing, concentrating on the primary goal, an understanding of dogs and their handling, and the effective use of skis. He pioneered an entirely new route to the Pole and successfully returned. In Amundsen's own words: "I may say that this is the greatest factor, the way in which the expedition is equipped, the way in which every difficulty is foreseen, and precautions taken for meeting or avoiding it. Victory awaits him who has everything in order, luck, people call it. Defeat is certain for him who has neglected to take the necessary precautions in time; this is called bad luck." He was one of the most meticulous planners in the era of explorers. He was extremely detailed in the manner in which he made certain he had the right equipment and it worked. Amundsen was meticulous about his inventory and tested and made sure all his equipment was workable. He also made sure that all his team members were familiar with using the equipment. Amundsen's integrity was also without question. He correctly recorded his journey's and unlike others, namely Cook and Peary, he did not make false claims about reaching the North Pole. He is a role model about keeping to the facts and not making subjective assessments. A person who competed with Amundsen to reach the South Pole was Scott. Scott's expedition was tragic. Scott was ill prepared and a romantic. Although I have empathy for Scott's bravery and idealism, Amundsen is the man to be most admired. The lesson here for modern leaders is that when there is a crisis or an important task, then that is not the time to learn the trade or tools required. You should have practised or simulated the tasks to be performed well in advance. Your luck depends on being well prepared and organized upfront, just like Amundsen.
- #6 Video refer https://lnkd.in/e2EbTSd
- #7 Sample tools
- #8 Suggested VoIP solution (other alternatives available). http://www.grandstream.com/products/ip-pbxs/ucm-series-ip-pbxs/product/ucm6100-series The UCM6100 series IP PBX appliance is designed to bring enterprise-grade voice, video, data, and mobility features to small-to-medium businesses (SMBs) in an easy-to-manage fashion. By incorporating industry-leading features, the UCM6100 series offers quick and easy setup and deployment using the web-browser user interface – which features auto-discovery of Grandstream endpoints and Zero-Configuration provisioning. The UCM6100 series allows businesses to unify multiple communication technologies, such comprehensive voice, video calling, video conferencing, video surveillance, data tools, and facility access management onto one common network that that can be managed and/or accessed remotely. This series of on-premise IP PBXs is offered in 4 different models that vary only on the amount of concurrent calls (30/45/60/60) and FXO ports (2/4/8/16). The UCM6100 series offers a set of comprehensive features, including customizable call-routing, multi-level IVRs, call queues, auto-attendant, call detail records (CDR), multi-site peering, SIP video support, voicemail/fax forwarding to email and more. The secure and reliable UCM6100 series delivers enterprise-grade features to SMBs at an unprecedented price point without any licensing fees, costs-per-feature, or recurring fees.
- #9 NMIS Refer - https://opmantek.com/network-management-system-nmis/
- #10 NET-SNMP
- #11 Steelhead Packet Analyzer Personal Edition Refer http://za.riverbed.com/products/performance-management-control/network-performance-management/packet-analysis.html
- #12 Refer: Ishikawa: https://en.wikipedia.org/wiki/Ishikawa_diagram Refer Appendix - Fishing For Solutions: Ishikawa Kepner-Tregoe: Refer Appendix - Thinking About Problems: Kepner-Tregoe®
- #13 Refer http://www.assetgen.com/
- #14 Review