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Efficient Support System

Beth McLamb

Anurag Saini

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This session will provide guidelines to

increase the

efficiency

of an OTM support

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Having the ability to meet, or exceed, agreed upon Service

Level Agreements between system administrators and customers, while providing

ongoing value to the organization.

What is an

efficient

support

system?

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Where do we start?

• Define which components of OTM are supported and release levels (OTM, GTM, FTI)

• Identify external systems implemented (pcmiler, milemaker, rateware, etc.)

• Document integration points and responsible groups for each

• Gather environment documentation – server details, operating system information, patches

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Define Components Required

Infrastructure Support OTM Technical Support OTM Application Support OTM Application Enhancements

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Infrastructure Support

Infrastructure Support OTM Technical Support OTM Application Support OTM Application Enhancements • Hardware • Network • Storage • Operating System

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OTM Technical Support

Infrastructure Support OTM Technical Support OTM Application Support OTM Application Enhancements • OTM Patches/Upgrades • Property settings • Database

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OTM Application Support

Infrastructure Support OTM Technical Support OTM Application Support OTM Application Enhancements • Software issues • Software performance

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OTM Application Enhancements

Infrastructure Support OTM Technical Support OTM Application Support OTM Application Enhancements • Software improvements

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There must be harmony

Customer Expectations Operating Level Agreement (OLA) Service Level Agreement (SLA) • Internal agreement between OTM Support Groups • Agreement between OTM Support Groups and OTM End User / Customer

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Example – environment refresh

Lead time for request Time required to execute request Commitment to fulfill request

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Components of an SLA/OLA

• Quantitative performance standards

• Agreed upon severity levels and

turnaround

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Establish responsibilities

• Create a RACI Matrix to identify roles and assignment of cross-functional responsibilities

– RACI represents:

• R – Responsible – who is assigned to do the work • A – Accountable – who owns the success of the work • C – Consulted – who can give valuable input

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Support Structure

• Each organization is different and responsibilities may be assigned differently between groups.

• Some tasks may be managed by external groups or everything may be internal.

• End users should have a single point of contact and the assignment of tasks should be decided by the support organization.

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Engaging Support – single point of contact

Issue or Work Request

Screen Enhancement Missing Transaction Environment Refresh

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Defining issues

• Implement a solid issue reporting/tracking tool

• Educate those entering the issue to supply adequate detail

• Identify request type – incident, work, enhancement • Determine severity and response time

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Sample incident response matrix

Priority Business Impact Description Response Time Resolution Time Severity 1 System Down

System is inaccessible. 30 minutes 4 hours

Severity 2 High Impact A condition or issue that has an adverse impact on operations until unresolved.

1 Hour 8 hours

Severity 3 Degraded Operation

Question concerning product

performance, or an intermittent low impact issue.

2 Hours 24 hours

Severity 4 Minimal Impact

A question concerning general utilization/implementation

24 Hours As agreed upon

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People – your most valuable resource!

What makes up a

Support

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Identify the skillset

• Based on your support definition – gather the right people

• Bring support team in early during your implementation to allow for overlap and knowledge transfer

• Invest in high quality training

• Don’t allow application support and enhancement teams to work in silos

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Crossover between support and

enhancement groups

OTM Support

OTM

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Build your toolset

• Create meaningful documentation with detailed issue resolution

• Follow a well documented migration strategy to keep environments in sync

• Automate mundane tasks to keep the team challenged • Reward your team for innovative ideas and adding value

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OTM is

powerful –

avoid common

mistakes

Whether a new implementation or one that has been live for years, don’t allow these to rob precious time from your support

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Agents – power with caution

• Recommendation: One Event One Agent. Many agents can be triggered by a single lifetime event. These agents work in parallel.

• Badly configured agents can be a performance hit in the long run. Review frequently as volumes environment

changes.

• Agents run as serial workflow on the application server. One action does not start executing until its predecessor has completed If an error occurs within an agent,

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Recurrent deviations

• Create a process to handle “recurrent deviations”. Don’t continue to fix the problem. Find a proper way of

reporting “recurrent issues” and fix the root cause

• Implement a short term solution to keep the business running, but a also have a defined RCA process and plan to resolve the issue permanently

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Modifying public data

• Do not modify public / default data or objects as they could get overwritten with a patch or upgrade

• Place objects in a custom folder to remove the dependency on upgrades

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Purging

• Insufficient (or non-existent) purging of transmissions • Insufficient (or non-existent) shipments/orders/invoices

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OTM Logging

• Unnecessary logging impacts performance perspective and may hinder analysis of the logs when issues do

arise

• Adhoc logs enabled could cause perf issues as all of the logging enabled is logging for the entire domain and not just that user. Change these to user logs.

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Inactivate Rates, users

• Inactivating expired rate records

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Modifications to DB Schema

• The OTM DB Schema is complicated and consists of over 1600 tables. This requires an experienced skillset to manage.

• Many OTM customers end up adding or deleting indexes to optimize performance.

Remember to document them, as they may get re-created when OTM patches are applied. ( Refer to Doc ID 762939.1)

– "It should be noted that these indexes have to be maintained going forward or a request can be submitted to have the indexes added in the OTM Core product in a future release. Indexes will be added only if it is beneficial for the application

performance as a whole and not for a specific implementation“

• Never allow modifications of packages or custom packages to go into GLOGOWNER, REPORTOWNER, or any other OTM built-in schemas, create a custom schema for this

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Working with Oracle Support

• Gather all details for the issue in simple language • Gather steps to recreate the issue and what was

happening when it occurred

• Run qdlogs script and attach output to the ticket

• Run the OTM analyzer script – My Oracle Support note 1579683.1

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