Problem Resolution Approach
Most of our troubleshooting-related problems would be handled as part of proprietary software tools such as IBM and Oracle Technical Support for information gathering, troubleshooting, and general technical support leading to problem resolution for issues encountered during security patches, software installs, upgrades, etc.
Solutions to the various problems would be verified with the Knowledgebase. AKRA TECH would provide break fixing support service, troubleshooting, and Problem resolution activities as per the requirement.
Resolve Compatibility issues and test new technologies
Before installing any new installs/patches the first thing to be checked will be the compatibility with the existing setup. Any mismatch will result in downtime affecting the users and the network on the whole. To avoid these issues it is necessary to check the compatibility list provided by the respective vendor before any installation.
Problem Management Process
The key area of responsibility in problem management is that of root cause analysis and a proactive response to incident and problem trends before they impact the customer. We use best support models in practice today all emphasize the need to avoid problems before they occur.
The following are the major elements of a problem management system:
Problem Identification and Notification
Identify the existence of a “problem”, which is defined as a departure from the expected result, causing service concern. Examples of problems might be an outage, an incorrect or unusual result, or an impasse due to not knowing what to do next. Also included in this function is the responsibility of notifying the appropriate support structure.
Logging is the initial documenting of the problem to include all pertinent information known at the time. This is the introduction of the problem into the management system.
It involves collection of data, and analysis and correlation of the same to determine and isolate the cause of the problem.
It is the activity concerned with recovering, bypassing or circumventing the problem and notifying the same to the affected departments.
It involves solution identification and implementation, and then verification of the resolution and the notification of the affected appropriate organizations.
It involves the assignment of ownership and action for specific problems and the follow up activity to ensure that the goals for the problems are being met. It includes priority setting and escalation activities.
Problem Severity and Priority
Severity codes provide the means for assigning a value to a problem so that the impact of the problem can be communicated to the people involved in the problem management process. These codes are arranged in order from 1 to 4 with number one (1) being the most critical. Problems of lesser significance are assigned lower numbers.