Supporting Material: Resolving slow response in SOA application

Context

A new service oriented architecture (SOA) based application begins to trend toward a service level agreement (SLA) breach and an immediate workaround is needed. A SOA-based mediation is used to provide a short term fix.

Description

Steps	Process and Activity	Roles	Work products	Tools
Tivoli® Enterprise Console (TEC) event is raised indicating a response time threshold has been breached.	Event Management Monitor, Detect, and Log Event	Event Analyst	Event	TEC – Monitor, Detect, and Log Event
The event analyst sees that this situation might impact a service and opens and incident.	Event Management Resolve Event	Event Analyst	Incident	TEC – Resolve Event
An operator retries a simulated transaction and verifies problem.	Incident Management Classify Incident and Provide Initial Support	Incident Owner	Incident	CAM RTT – Classify and Provide Initial Support
Incident Management indicates that it is a messaging problem and escalates the problem to the correct level two (L2) person.	Incident Management Classify Incident and Provide Initial Support	Incident Owner	Incident	CAM RTT – Classify and Provide Initial Support
The L2 technician analyzes the flow and identifies that long messages as the cause of the problem, and routes the incident to a services technician.	Incident Management Investigate and Diagnose Incident	Incident Owner	Incident	OMEGAMON – Investigate and Diagnose Incident SA – Resolve Incident and Recover Service CAM SOA – Investigate and Diagnose Incident
The services technician performs a message management and mediation, so the failing requests are rejected.	Incident Management Resolve Incident and Recover Service	Incident Owner	Incident	CAM SOA – Resolve Incident and Recover Service
Incident Management monitors the situation and keeps the user informed until the change resolves the response time problem and the incident is closed.	Incident Management Own, Monitor, Track, and Communicate Incidents	Incident Owner	Incident	Service Desk – 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.