1.4.2 General procedure for detecting problem warning signs and the timing of using ITSLM

1

The monitor uses ITSLM to monitor designated monitored services as instructed by the person who monitors all services. If an error or warning occurs during monitoring, the monitor takes an appropriate corrective action, if possible.

In the Home window, you can check the statuses of all monitored services that you are in charge of. Monitored services resulting in an error or warning are displayed in Caution service.

You can view events that have been issued for services requiring attention in Events in the last 7 days.

4.3.1

2

The monitor detects an error or warning that the monitor is not sure how to handle using ITSLM.

3

The monitor uses ITSLM to identify the monitored service resulting in the error or warning.

4

The monitor notifies the specific service monitor about the error or warning by means such as telephone.

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5

The notified specific service monitor uses ITSLM to verify the error or warning.

You can identify the corresponding error or warning displayed in the Home window based on such information as detection date and time, and view the details by displaying the Troubleshoot window from the Details column.

4.4.1

6

The specific service monitor reports the error or warning verification results to the person who monitors all services.

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7

The person who monitors all services and the specific service monitor both use ITSLM to investigate past errors and warnings to determine the cause of the error or warning. They also check the operation logs before and after the past errors or warnings as well as the product logs and traces.

In the Troubleshoot window, you can check past service performance and identify the timing of the error or warning.

4.3.2

4.4.1

8

The person who monitors all services requests verification from the maintenance service provider for the monitored service or the system administrator based on the results of the investigation of whether the cause is in the system or program.

If ITSLM is linked with Performance Management, you can display configuration information in the Troubleshoot window and locate the host providing the monitored service. You can also check system performance related to that host for any problem. This helps you determine whether the error or warning needs to be reported to the system administrator for verification.

4.3.2

4.4.1

9

The maintenance service provider for the monitored service uses ITSLM to check past data, such as performance charts, to investigate the timing of warning signs and events that are likely related.

In the Troubleshoot window, you can check the past service performance and verify the status of the service and the system's performance when the error or warning occurred.

4.3.2

4.4.1

10

If the cause has been determined, the maintenance service provider for the monitored service takes an appropriate corrective action. This person then reports the results to the person who monitors all services.

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11

The system administrator checks past data related to the system. If Performance Management is deployed, its functions can be used for this check. If the cause has been determined, the system administrator takes an appropriate corrective action and reports the results to the person who monitors all services.

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12

Upon receiving the results, the person who monitors all services verifies that the action has been completed. This person then orders the monitor to restart monitoring and also tells the monitor how to handle a reoccurrence of the same error or warning.

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