Day6

Why we are monitoring the alerts?

For Memory Usage
Disk Space
Server Health Checkup/Performance
Server uptime/downtime
To start, stop or restart a service
certain configurable conditions arise (high cpu load, high memory usage, no
HTTP response, etc.)
Monthly uptime reports
What is ITIL?
Information Technology Infrastructure Library, ITIL is the most widely adopted
approach for IT Service Management in the world. It provides a practical, nononsense framework for identifying, planning, delivering and supporting IT
services to the business. This ITIL Contains 3 Versions.
Version-1
It discusses the process involved in service support such as help-desk
management, change management as well as s/w distribution and control &
capacity management, cost management....etc
Version-2
It discusses the elimination of duplicate entries, problem management, release
management, incident management, financial management of IT assets, security
management.
Version-3
It discusses & focus on service strategy, service transition, service design,
service operation, service improvement.
ITIL can offer users a huge range of benefits that include:

improved IT services
reduced costs

improved customer satisfaction through a more professional approach to

service delivery

improved productivity

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improved use of skills and experience

improved delivery of third party service

Types Of Alerts/Events:
1.If Unauthorised person is trying to login into server
Requirements:
Sev-3
Assigned to security team(user access)
Take the Employee ID, E-mail, Phone num, before this check/search
the person name
2.IBM R3 transition depth 1245
Requirements:
This is SAP related message
Here depth means usage and 1245 means height of depth
We have to raise this to SAP Basis Team
Than SAP team will clear the space/depth
3.ASDBIO Temperature is high
Requirements:
Company will provide the team name
We need to assign them with short description i.e, please increase
the A.C, this room temperature is very high.
4.CPU usage reached maximum limit(99%).
Requirements:
Logon to server
Task manager
Check the CPU usage, process, network, application, users &
performance..
5.APACHE tomcat services is in stop/hung status, we need to
restart service(windows alert)
Requirements:
Take IP address
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 Logon to Remote Desktop(RM)----- > for windows

Enter IP address & logon to server
Start-- > all programs-- > administration tools-- > services-- > click
on it (OR) Run-- > service.msc
We have to raise the alert within 15 minutes
Fill all the details(3-5 minutes)

REQUIREMENTS FOR NEW ALERTS:

Ticketing Tool
Process Document(SLA)
Total description of the alert
SOP:
Standard Organization Procedure, it is a document it contains clear details of
process/ step by step.
CST: Client Standard Time. It contains, Incident time, response time, resolve
time.
IST: India Standard Time

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