Context

Every day during peak loads the order entry system slows down and generates incidents.

Description

Steps	Process and Activity	Roles	Work products	Tools
Review incidents, look for trends, create problem tickets.	Problem Management Investigate and Diagnose Problem	Problem Analyst	Problem	ITSRM – Problem Management and Incident Management
Analyze response time trend and look for system bottleneck as first step in problem determination.	Problem Management Investigate and Diagnose Problem	Problem Analyst	Problem	CAM RTT – Control Problems
Analyze MQ problem and create workaround	Problem Management Investigate and Diagnose Problem	Problem Analyst	Workaround/ Fix	OMEGAMON – Control Problems
Update problem resolution system with root cause and workaround, assign to development for fix.	Problem Management Investigate and Diagnose Problem	Problem Analyst	Known Errors	ITSRM – Problem Management and Incident Management

Obtaining more information

To get more information, talk to a representative, purchase IBM® Service Management tools, or visit the IBM Service Management page.