Bala Report

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    ON JOMENTOR NAME

    MENTOR EMP ID 01824A

    MENTOR'S LNIDMENTEE NAME

    COMPETENCY NA GTS-SD

    TECHNOLOGY Storage

    OJT START DATE: 6/8/2011

    Case 1

    Knowledge Base Referred

    1 pool x

    23 Tools

    4 Call5 Remote connectivity

    Case 2

    Case 3

    Case 4

    Case 5

    Case 6

    Case 7

    Case 8

    Case 9

    Case 10

    Siva prasad kamisetty

    Siva Kamisetty/India/[email protected] jeyaraman

    Sl No.

    Project,hilton

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    SHADOW - Daily Activity MNo of Cases Reviewed

    MENTEE EMPID 08160c

    MENTEE LNIDHistorical Cases

    Open Cases

    Skill Level Trainee

    OJT END DATE:

    Call Barging/Monitoring Problem Solving Approach

    the way work was being done

    To make the work done

    Service line focal Representing on behalf of the service lTo get access to several tools

    arameswaran jeyaraman /India/[email protected]

    Get the ip address for connectivity

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    8/6/2011

    aster1

    8/6/11

    OBSERVATIONS

    Rhythm, Blue, Jazz, SME

    Participate in call regarding issue

    BMIN

    Based in memphsis-fab A,B(cisco-6),orlando-fab A,B(brocade-2)Maximo , dcfm , navisphere

    Accessing for dcfm , svc master console

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    ON JOB SMENTOR NAME

    MENTOR EMP ID 01824A

    MENTOR'S LNIDMENTEE NAME

    COMPETENCY NA GTS-SD

    TECHNOLOGY Storage

    OJT START DATE: 6/8/2011

    Case 1

    Knowledge Base Referred

    1 INVENTORY HILTON

    2 DATA CENTRE MEMPHSIS3 DATA CENTRE ORLANDO

    4 ORLANDO STORAGE BOX5 MEMPHSIS STORAGE BOX

    Case 2

    1 ARCHITECTURE HILTON ORLANDO

    2 ARCHITECTURE HILTON MEMPHSI

    Case 3

    1 CHANGE REGARDING LUN SHARIN

    2 ATTENDED THE CALL

    Case 4

    Case 5

    Case 6

    Case 7

    Case 8

    Case 9

    Case 10

    Siva prasad kamisetty

    Siva Kamisetty/India/[email protected] jeyaraman

    Sl No.

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    HADOW - Daily Activity MasNo of Cases Reviewed

    MENTEE EMPID 08160c

    MENTEE LNIDHistorical Cases

    Open Cases

    Skill Level Trainee

    OJT END DATE:

    SAN INVENTORY FOR THE ACCOUNT HILTON

    Call Barging/Monitoring Problem Solving Approach

    Monitoring clients data's

    ARCHITECTURE HILTON

    SAN CONNECTIVITY

    SAN CONNECTIVITYCHANGE AND CALL BY MENTOR

    Check change tracker

    arameswaran jeyaraman /India/[email protected]

    Two fabrics for redundencyTwo fabrics for redundency

    Look for server's wwpns

    Focal informed the issue regarding missiSend san request form including wwpns, se

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    9/6/11

    ter1

    OBSERVATIONS

    Each fab 3 switches and backup switches exist

    TWO 3PAR ONE HP STORAGE BOX CONNECTED TO SERVERS AS VMWARE WINDOWS LINU

    BMIN

    Two data centres in Memphsis and orlando

    Each fab 1 switch exist eg:- brocade 48000

    3PAR , HP , CXCX, DMX , CLEERANAS, HP

    Dmx and cx storage box connected to linux and windows servers through 2 cisco director

    HBA wwpns of the servers were not included in change tracker

    rver name field

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    HP AIX THROUGH BROCADE 48000 AND WITH ISCSI

    s

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    ON JOB SMENTOR NAME

    MENTOR EMP ID 01824A

    MENTOR'S LNIDMENTEE NAME

    COMPETENCY NA GTS-SD

    TECHNOLOGY Storage

    OJT START DATE: 6/8/2011

    Case 1

    Knowledge Base Referred

    1 Tools

    2 Customer specific tool3 Different teams involved in Hilton

    4 Work flow

    Case 2

    1 Service level agreement

    23

    4

    Case 3

    1 Incident2 Change

    3 Problem

    Case 4

    Case 5

    Case 6

    Case 7

    Case 8

    Case 9

    Case 10

    Siva prasad kamisetty

    Siva Kamisetty/India/[email protected] jeyaraman

    Sl No.

    Serv 1 / Serv 2Serv 3

    Serv 4

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    HADOW - Daily Activity MasNo of Cases Reviewed

    MENTEE EMPID 08160c

    MENTEE LNIDHistorical Cases

    Open Cases

    Skill Level Trainee

    OJT END DATE:

    Ticket management tools

    Call Barging/Monitoring Problem Solving Approach

    Server team will ask storage team to

    Service level agreement

    Mutual understanding between IBM and client

    Critical callNormal

    Different types of management

    Handle the incidentHandle the change

    Handle the problem

    arameswaran jeyaraman /India/[email protected]

    Maximo tool

    Maximo tool

    Maximo toolmaximo tool

    Maximo tool

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    10/6/11

    ter1

    OBSERVATIONS

    Native tool managed by Hilton, FMCStorage team, server team, operational, SAP

    Severity levels

    Should be attended within 15 minutes1 day

    No limit

    BMIN

    Maximo, bmc remedy and manage-now

    Ex: XXXX server, 100GB lun, Raid 5 and FC disk

    Eg: the ticket comes as IN20011Eg: the ticket comes as CH20011

    eg: the ticket comes as PR20011

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    ON JOB SMENTOR NAME

    MENTOR EMP ID 01824A

    MENTOR'S LNIDMENTEE NAME

    COMPETENCY NA GTS-SD

    TECHNOLOGY Storage

    OJT START DATE: 6/13/2011

    Case 1

    Knowledge Base Referred

    1 Handling an Incident

    2 Contacting the End-user3 Handle a priority 1 incident

    4 Handle an incorrectly assigned inc5 Cancel an incident

    Case 2

    Case 3

    Case 4

    Case 5

    Case 6

    Case 7

    Case 8

    Case 9

    Case 10

    Siva prasad kamisetty

    Siva Kamisetty/India/[email protected] jeyaraman

    Sl No.

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    HADOW - Daily Activity MasNo of Cases Reviewed

    MENTEE EMPID 08160c

    MENTEE LNIDHistorical Cases

    Open Cases

    Skill Level Trainee

    OJT END DATE:

    Call Barging/Monitoring Problem Solving Approach

    Contact the end user for additional InfInvoke the IBM Major Incident process.

    ident

    arameswaran jeyaraman /India/[email protected]

    Incident Managent

    Using the Maximo tool we handle the i

    Use the maximo tool to reassign the inUse the maximo tool

    mailto:sekhar/India/I[email protected]:sekhar/India/[email protected]
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    13/06/2011

    ter1

    OBSERVATIONS

    If the end user is reached at the first attempt, we have to update the work log with clientAs mention in the SLA we have to respond quickly. Resolve it by following the handle an i

    Locate the incident record which is requested and update the work log with reason cancel

    BMIN

    Based on the SLA we have to handle the incidents. We should update the work-log accord

    If we know the correct work group reassign it and update the work log as misassigned. If

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    the work log with call client failed. If the client is not reached after 3 attempts we have to

    log.

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    update it as resolved

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    ON JOB SMENTOR NAME

    MENTOR EMP ID 01824A

    MENTOR'S LNIDMENTEE NAME

    COMPETENCY NA GTS-SD

    TECHNOLOGY Storage

    OJT START DATE: 6/13/2011

    Case 1

    Knowledge Base Referred

    1 Handle a problem

    23

    45

    Case 2

    Knowledge Base Referred

    1

    23

    45

    Case 3

    Knowledge Base Referred

    1 SVC

    23

    45

    Case 4

    Case 5

    Case 6

    Case 7

    Case 8

    Case 9

    Siva prasad kamisetty

    Siva Kamisetty/India/[email protected] jeyaraman

    Sl No.

    Sl No.

    misassigned ticket handling

    Sl No.

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    Case 10

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    HADOW - Daily Activity MasNo of Cases Reviewed

    MENTEE EMPID 08160c

    MENTEE LNIDHistorical Cases

    Open Cases

    Skill Level Trainee

    OJT END DATE:

    Ism problem management service

    Call Barging/Monitoring Problem Solving Approach

    Call Barging/Monitoring Problem Solving Approach

    Look into the description

    Call Barging/Monitoring Problem Solving Approach

    arameswaran jeyaraman /India/[email protected]

    Using maximo

    Misassigned ticket

    Creating a vdisk and mapping

    Create the vdisk according to the requ

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    14/06/2011

    ter1

    OBSERVATIONS

    RCA performed. if known problem, select the solution from the existing solution database

    OBSERVATIONS

    Warm transfer to the appropriate group

    OBSERVATIONS

    BMIN

    Create a vdisk from an mdisk group and map it to the host.

    mailto:sekhar/India/[email protected]:sekhar/India/[email protected]
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    mention the cause and take appropriate action, finally resolving it