Evitar problemas durante un período crítico

[limo]

Hola,
Trabajo en un importante banco del país, y existen ciertas fechas en las cuales los servicios de TI son propensos a fallas, pués estos son muy exigidos por el alto número de transacciones que se presentan.
Desde el punto de vista de ITIL, cómo podemos preparnos de manera preventiva para evitar un alto número de incidentes y problemas en estas fechas? Qué acciones debemos generar? Cómo deben involucrarse las diferentes áreas de TI?

Mil gracias de antemano por su ayuda.

[Ed]

Limo

Sadly, I can just about order a drink in Spanish - This is beyond me - sorry I cannot help you.

Unless, of course someone could translate this?

Regards

Ed

[limo]

I tried to translate.......
I´m working in an important bank of the country, and exists certain dates of the yera in which the services of IT are prone to faults, because the services are very demanded by the high number of transactions that appear. From the point of view of ITIL, how we can be prepar of preventive way to avoid a high number of incidents and problems in these dates? What actions we must generate? How must become jumbled the different areas from IT?

[limo]

Ed,
Thanks in advance for your interest and hope you can help me.

[MCroon]

Limo,

No hablo espagnol muy bien, pero usted hable Ingles?
I don't know whether this is still important to you, but I find the problem (!) interesting.
YOu should split up your measurements / actions on 2 levels:
1. What can you do to avoid the problem? (before it occurs)
2. What can you do to tackle the problem? (after it occured)

1. Avoiding:
* Technical measurements: temporarily more bandwith? More servers?
* Communication: can you steer your users in spreading the use of infrastructure?
* Mapping the actual peak times: based on experience, try to make a calendar of the expected busiest periods. After this, plan a meeting one week (?) or month (?) before and after every peak period in order to prepare / evaluate.

2. Tackling:
* Procedural measurements: extra change approval boards during peak times?
* Organisational measurements: no days off granted for personal during peak times.
* Creating a group of staffmembers that can be temporarily hired on short notice?

The measurements mentioned are not typical ITIL, yet you will certainly need assistance from the change manager, use availability and capacity management, stay in constant touch with your service desk manager etc. What is your function in the bank?

Regards,

Michiel

[Ed]

Limo

Abject apologies - I missed your post showing your translated post first time around.

I would agree with Michiel and maybe add the thought that a Change Freeze might be beneficial at these times.

How often do these dates occur?

Regards

Ed

[RP]

Buddy, i paraphrase your issue as follows:
encountering high number of incidents during particular periods of month(?) owing to higher volume of transactions.

if this is correct:

Probably incidents you have are to do with response times, time-outs, or crashes etc. these are capacity issues especially demand - supply imbalance during specific periods. You can resolve this by:

1. understand utilization levels of your infrastructure (again it is difficult to be any more specific - i dont know what infra is in question). This is barring the possibility that utilization levels are within limits.

2. look at ways (some times creative) of working around your capacity issues. creative possibilities exist if only we know the exact issue.

If you cant share more info, you might take a cue from the above suggestions.

Good luck!