Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: AlannahKe
New Today: 10
New Yesterday: 55
Overall: 148132

People Online:
Visitors: 49
Members: 0
Total: 49

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Batch job failures and ITIL
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Batch job failures and ITIL

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
Viva
Newbie
Newbie


Joined: Nov 28, 2005
Posts: 1
Location: CT, USA

PostPosted: Wed Dec 07, 2005 5:49 am    Post subject: Batch job failures and ITIL Reply with quote

Hi,

I'm in the processing of working to re-engineer our current incident and problem management processes to be more in line with the ITIL standards. One issue that has caught my attention is, do others treat batch job failures as "Incidents."

For example, a scheduled job fails. IS-Operations team will see the alert, provide some limited initial support, then document the issue. Sometimes they can re-run the job immediately, other times it will require app dev help or infrastructure help. For all of these occurances, I can see the value of tracing as incidents/problems in the same way we would treat an incident being called in to the service desk. If nothing else, it would allow us to track and trend the occurences of the job failures through the processes to determine root cause/known errors.

Have others incorporated these type incidents into their incident/problem management process?? If so, how?

Thanks
Carl
Back to top
View user's profile
eisbergsk
Senior Itiler


Joined: Nov 01, 2004
Posts: 81
Location: Sask, Canada

PostPosted: Wed Dec 07, 2005 10:52 am    Post subject: Reply with quote

Hi, Carl - our company tracks production batch job failures as incidents just as you describe, with the benefits as you describe.
The mainframe environment is so mature that the incidents rarely become problems, which makes my life as Problem Analyst much easier Wink
/Sharon
Back to top
View user's profile Send e-mail
davyjimjam
Newbie
Newbie


Joined: Apr 09, 2005
Posts: 5

PostPosted: Fri Dec 09, 2005 12:23 pm    Post subject: Reply with quote

Hello!

The quick answer would be yes: any disruption to normal service operation would be classed as an Incident and would therefore 'envoke' the Incident Management process regardless of service or Configuration Item (CI) and an individual Incident Record created.

Problem Management, as you say, utilising Error Control, would help trend analysis, by looking at Incident Records, to ascertain root cause of the Incident and obtain a work-around for the Service Desk/Incident Management to resolve in the event of future occurance (as recorded within the Known Error Db). Ultimately, if required and cost-effective by your organisation, structural Changes to the service or CI's can be made, interfacing into Change Management, to erradicate the reoccurance of any further Incidents or related-Problems.

It may also be benficial to utilise Availability Management, in agreeance with the business, using such metrics as MTTR, MTBSI and MTBF and techniques as Service Outage Analysis, Business Impact Analysis, and good old Techincal Observation Posts to correctly assess the true impact of the system Incident as well as getting a gang to be dedicated to resolving the underlying root cause.
Back to top
View user's profile MSN Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.