1.4.1 Assumed personnel

ITSLM assumes the following personnel and their responsibilities:

• Person who monitors all services

  This is the person in overall charge of monitoring. This person's responsibilities include monitoring setup, monitoring of monitored services, and periodic reporting of service status. This person can monitor all services. ITSLM assumes that this person is an expert with experience in monitoring.

  Of the tasks involved in Check in the PDCA cycle, this person is responsible for monitoring setup, monitoring, and periodic evaluation. In the event of a problem in ITSLM, this person checks the event and takes an appropriate corrective action. If the problem cannot be resolved, this person collects necessary data and contacts the maintenance service provider for the monitored service or the system administrator.

  The person who monitors all services is also responsible for the tasks performed by the specific service monitors.

• Monitor

  This person is a member of the monitoring staff who monitors designated services. A monitor receives instructions from the person who monitors all services and monitors such designated services as all newly installed services and services that have just been recovered. Of the tasks involved in Check in the PDCA cycle, a monitor is responsible for monitoring.

  A monitor performs monitoring according to instructions and past cases, not necessarily just on the basis of the monitor's own experience. If a monitor encounters a problem the monitor is not familiar with or discovers a problem warning sign while monitoring monitored services, it is the monitor's responsibility to report the matter to the specific service monitor for the applicable service.

• Specific service monitor

  This is a person who monitors a specific service. ITSLM assumes that this person is less experienced than the person who monitors all services.

  Of the tasks involved in Check in the PDCA cycle, a specific service monitor is responsible for monitoring.

  When notified by a monitor that a problem needs to be handled or a problem warning sign concerning the specific service monitor's service has been detected, the specific service monitor checks the nature of the event. If corrective action is needed, the specific service monitor notifies the person who monitors all services.

• Maintenance service provider for a monitored service

  This is a person who handles problems with the programs that constitute a monitored service. This person must be familiar with the monitored service (such as a developer of the monitored service).

• System operator

  This person runs IT equipment and networks and installs and sets up the products, including ITSLM, that are deployed in the company. This person is also a designer of the monitoring system that uses ITSLM and is responsible for monitoring setup and periodic evaluation of the tasks involved in Check in the PDCA cycle.

• System administrator

  This person manages the company's entire system and handles problems in ITSLM when notified by the person who monitors all services.

The following figure shows the relationships among these personnel.

Figure 1‒14: Relationships among ITSLM personnel

Reference note

You must grant to the monitoring personnel JP1 permission levels that are appropriate to their ITSLM operation permissions. This manual assumes that the following permissions are granted to the individual personnel:

No.	Person	Assumed JP1 permission level
1	Person who monitors all services	JP1_ITSLM_Admin
2	Monitor	JP1_ITSLM_User
3	Specific service monitor	JP1_ITSLM_User
4	Maintenance service provider for a monitored service	JP1_ITSLM_User

For details about setting the operation permissions, see 5.2.3 Specifying operation permissions for each JP1 user.

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