TICKETING TOOL

HPSM

IBM Maximo

BMC Remedy

BREACHED.
SLA- SERVICE LEVEL AGREEMENT

RSO RTO
PRI 1 SEV1 CRITICAL 15 MTS 30 MTS
PRI 2 SEV2 HIGH 1 HR 4HRS
PRI 3 SEV3 MEDIUM 8HRS 1DAY
PRI 4 SEV4 LOW 1 DAY 3DAYS

TIME PERIOD IN QUEUED STATUS --------RESPONSIVE TIME

TIME PERIOD IN INPROGRESS STATUS---RESOLUTION TIME

IF SLA NOT REACHED OR VIOALATED IT WILL BE CALLING AS SLA

ITIL CONCEPTS IN TICKETING TOOL:

1. INCIDENT MANAGEMENT
2. PROBLEM MANAGEMENT
3. CHANGE MANAGEMENT

ITIL--- INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY

INCIDENT MANAGEMENT:

 TO TRACK BACKUP FAILURES.

 THERE SHOULD BE A TICKET AGAINST EACH BACKUP FAILURE.
 THERE CAN AUTO GENERATED TICKETS AND USER GENERATED TICKETS.
 WE SHOULD ASSIGN THETICKETS CORRECTLY TO THE CONCERNED TEAM OR GROUP.
 WE SHOULD PROVIDE CORRECT AND COMPLETE DETAILS TO ASSIGNEE GROUP.
 WE SHOULD CLOSE INCIDENT TICKET ACCORDING TO SLA LIMITS
 TICKET CAN BE CALLED AS IM TICKETS.
 WE SHOULD DO FOLLOWUP WITH ASSIGNEE TEAM, THROUGH EMAIL BY EXPLAINING THE
ISSUE AND MENTIONING IM TICKET NUMBER.
 IM TICKET SHOULD BE UPDATED ON DAILY BASIS, WITH LOGS UNTIL IT IS CLOSED
PROBLEM MANAGEMENT:

 IT SHOULD BE CREATED WHEN ISSUE DIDN’T RESOLVE EVEN AFTER PROPER FOLLOWUP.
 WE SHOULD ASSIGN IT TO CORRECT AND CONCERNED TEAM, SO THAT THERE SHOULD NOT
BE ANY DELAY IN RESOLUTION.
 WE CAN CONVERT AN INCIDET AS PROBLEM TICKET IF ISSUE DIDN’T RESOLVE.
 WE SHOULD CLOSE PROBLRM TICKET ACCORDING TO SLA LIMITS
 PROBLEM CAN BE CALLED AS PM TICKET.
 WE SHOULD DO FOLLOWUP WITH ASSIGNEE TEAM, THROUGH EMAIL BY EXPLAINING THE
ISSUE AND MENTIONING PM TICKET NUMBER.
 PM TICKET SHOULD BE UPDATED ON PERIODICAL BASIS, WITH LOGS UNTIL IT IS CLOSED.

CHANGE MANAGEMENT:

 IT SHOULD BE USED FOR POLICY MODIFICATIONS, ADDITION OF CLIENTS TO BACKUPS,

UPGRADATIONS AND MIGRATIONS.
 RFC--- REQUEST FOR CHANGE
 COUNTER TEAM WILL GIVE BACKUP WINDOW TO US AND WE WILL GIVE CHANGE WINDOW
TO THEM.
 BACKUP WINDOW SHOULD NOT EXTEND AND OVERLAPS WITH CHANGE WINDOW.
 WE SHOULD CLOSE RFC ACCORDING TO SLA LIMITS.
 WE SHOULD DO FOLLOWUP WITH ASSIGNEE TEAM, THROUGH EMAIL BY EXPLAINING THE
ISSUE AND MENTIONING RFC NUMBER.
 RFC SHOULD BE UPDATED ON PERIODICAL BASIS, WITH LOGS UNTIL IT IS CLOSED

BSR- Backup Success Rate

= [(Total number of jobs-number of failures)/Total
number of jobs]*100
=[(2000-20)/2000]*100=99%

SLA: eSLA, mSLA

BSR
RSO, RTO