Ashok Leyland DASHBOARD Sept'17

Incident Management

IBM Global Technology Services

© 2015 International Business Machines Corporation 1

 Overall Week-wise Incident Trend by Priority-Sept'17

Insights

• Observed spike in 1st week on HW

issues and in 5th Week also on
Sev2 issues Which are consist of
Connectivity and Application
Related Problem..

• Observed spike in Sev 3 in 5th

Actions
week , issues observed in Software
• Initiated daily monitoring & tracking of Incidents viz high in volume and major contributor such as AIX/ Windows/Network & HW related over all weeks but in
and device reachability issue due to Network issue escalates to the customer. this week Software Issues were
• Initiated one to one meetings with Resolver groups, to brainstorm and conclude improvement suggestions proactively, so as slightly higher.
to take up the same with client as appropriate.
• Publishing daily dashboards , regular follow-ups with support group.
• Escalate to tower leads wherever required.
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 Workload Analysis-Sept'17

Insights
• Observed increase in Sev 2 on
HW issues issues observed on
Friday.

• Observed Sev3 cases in all days

with increase in HW and Software
issues but primarily observed high
Actions volume on MONDAY.

• Incident Management team Initiates daily highlight & tracking of Incidents, team has sensitized the resolver group, focus on
Client action required in which there is a dependency.
• Monitoring for any specific Day for unusual serge in cases with Tower and On site team.
• Operations Mangers are continuous in sync with Projects Mangers and Respective Towers to resolve the Impacted Incidents.
• Escalated to tower leads wherever required. © 2015 International Business Machines Corporation 3
 Service Line-wise Workload Analysis-Sept'17

Insights
• Observed Sev3 hardware and
Applications issues in multiple
occasions with highest occurrence
in EUS Tower.

Actions
• Majority of the incidents observed on Device reachability on AIX tower , Team is taking it up with the concerned tower along
with on site team to mitigate the Incident and escalated to the customer.
• Internal Meeting with respective Towers to mitigate the No. of occurrence, time to time evaluations Tower wise Impact.
• Device Reachability and Windows server related issues are primarily dependency with Clients, we are suggesting them for the
necessary corrections to control such instances.
• Some cases when there is a device related, access rights related issues, we take it up with concerned DPE’s for support
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 High Incident Summary-Sept'17

Insights
• Observed Sev1 incidents occurs on
EUS and DC Team for Outlook related
issues and for DC there was some
problem in SAP applications.

Actions

• Initiated daily monitoring & tracking of Incidents viz high in volume and major contributor such as AIX/ Windows/Network
and device reachability issue due to Network issue escalates to the customer.
• Initiated one to one meetings with Resolver groups, to brainstorm and conclude improvement suggestions proactively, so as
to take up the same with client as appropriate.
• Publishing daily dashboards , regular follow-ups with support group.
• Escalate to tower leads wherever required. © 2015 International Business Machines Corporation 5
 Closed Incidents-Sept'17

Actions

© 2015 International Business Machines Corporation 6

Thanks

© 2015 International Business Machines Corporation 7