Context

Tool mentors explain how a tool can perform tasks, which are part of ITUP processes and activities. The tasks are listed as Related Elements in the Relationships section.

You can see the details of how processes and activities are supported by this tool mentor, by clicking the links next to the icons:

•   Incident Management
  •   Identify and Log Incident

Details

The IBM® Tivoli® Netcool/OMNIbus product receives alert data from the network and server environment as described in the Event Management tool TNO - Detect and Log Event. The OMNIbus ObjectServer either directly due to a specific alert or a correlation of related alerts, will identify a probable or root cause event. All current events are stored in the memory resident ObjectServer database and are available to filtered Desktop views for investigation and management. Events may then be identified and managed as Problems either automatically or by the Operator as described in tool TNO - Problem Management.

While it is possible through the flexible configuration of the ObjectServer and Desktops to fully manage an identified Problem as an Incident, the majority of installations will make use of a Help Desk style application for the generation of a Trouble Ticket. Netcool bi-directional gateways enable the ObjectServer to seamlessly integrate with all major Help Desk and Service Center applications that leading companies use to resolve faults and ensure service availability.

The Netcool/OMNIbus application can automatically open a trouble ticket in the corporate help desk system and populate it with the enriched event messages, as well as obtaining ongoing status reports on each trouble ticket. "Point and Click" Desktop tools also allow the Operator to initiate the Ticket process where manual intervention is necessary or preferred.

The Netcool solution can provide inserts into the target system and also send subsequent updates, journal entries or closures. Netcool provides the ability to open, update, and notify the trouble ticket system to close the ticket. Similarly, Netcool can receive updates and notification to clear the event from the trouble ticket system. Severity, priority, assigned to, and others are typical data elements exchanged between Netcool and the trouble ticket system.

OMNIbus supports a tight integration with the Netcool/Impact product supporting exchange and update of information with a variety of messaging and database systems including Configuration Management and Asset Management systems.

For More Information

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