Context

Delivery of storage services is compromised by performance and availability issues in the storage area network and storage systems, impacting applications and business operations. There is a need to prioritize performance and availability incidents in the storage infrastructure based on their impact to storage service levels and business operations.

Description

Steps	Process and Activity	Roles	Work products	Tools
Determine business value of specific storage systems or SAN fabrics using the data service level objectives.	Capacity Management Model and Size Capacity Requirements	Capacity Analyst	Capacity Models and Results	TPC – Deliver Service
Set performance and availability thresholds to support data service level objectives.	Capacity Management Model and Size Capacity Requirements	Capacity Analyst	Capacity Requirements
TotalStorage Productivity Center (TPC) event is raised indicating a response time threshold has been breached and is sent to (Tivoli® Enterprise Console) TEC.	Event Management Detect and Log Event	IT Operations Analyst	Operational Monitoring Data	TPC – Deliver Service
TEC receives the event.	Event Management Detect and Log Event	IT Operations Analyst	Operational Monitoring Data	TEC – Monitor, Detect and Log Event
Correlate, escalate, and process event.	Event Management  Correlate Events and Select Response	IT Operations Analyst	Event	TEC – Correlate, Escalate, and Process Event
Incident Manager reviews the event and creates an incident. The incident manager prioritizes the incident based on data service level objectives for long messages as the cause of the incident; routes to services technician.	Incident Management Investigate and Diagnose Incident	Data Manager	Incident

Obtaining more information

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