This page contains information about UNIX management covering:
| Name | Probability | Target % of tasks | TU Version |
|---|---|---|---|
| Unix Managed Service | |||
| Monitoring | 1 | 100 | |
| checks of compliance of the configuration to predetermined standards; | 1 | 100 | |
| monitoring of availability of agreed system services; | 1 | 100 | |
| monitoring of Capacity of Server Memory, Processor, Storage and Network Bandwidth; | 1 | 100 | |
| gathering of capacity trend data; | 1 | 100 | |
| checking of success or failure of data backup (if backup system access is granted); | 1 | 100 | |
| scanning to report on recommended patch state of Operating System; | 1 | 100 | |
| collection of data for Incident Reports. | 1 | 100 | |
| Management of Operating System instance and server hardware related non-critical incidents. This includes basic problem investigation and resolution, and administrative closures using the Call Management system | 1 | 100 | |
| Review and update asset information and documentation that describes the Operating System instance and server hardware (following the implementation of corrective actions during planned and unplanned maintenance sessions) | 1 | 100 | |
| Follow change control process to schedule planned and unplanned maintenance sessions | 1 | 100 | |
| Access management (Create, enable, delete user accounts, change user password, groups membership, etc) | |||
| Collate information for monthly and quarterly service delivery reports (including details of unplanned downtime, and work performed in planned and unplanned maintenance sessions) | 1 | 100 | |
| Crontab Scheduler – monitoring and alerting | 1 | 100 | |
| Restart a process or daemon (following a raised incident) | 1 | 100 | |
| Perform housekeeping of the local system volume (following a raised incident) | 1 | 100 | |
| Backup & Restore: Investigate / Restart Backup agent (following a raised incident) | 1 | 100 | |
| Security Management: Investigate / Restart Anti-Virus client agent (following a raised incident) | 1 | 100 | |
| Enterprise Monitoring: Investigate / Restart EM agent (following a raised incident) | 1 | 100 | |
| Escalate to Operating | 1 | 100 | |
| Operating | 0,988235294 | 100 | |
| Maintenance of Operating System core configuration settings (once set, most of these settings will remain constant) | 1 | 100 | |
| Maintenance of Operating System network configuration settings (once set, most of these settings will remain constant) | 1 | 100 | |
| Management of Operating System instance and server hardware related non-critical incidents. This includes basic problem investigation and resolution, and administrative closures using the Call Management system | 1 | 100 | |
| Management of Operating System instance related critical software incidents. This includes in-depth problem investigation and resolution, and involves engagement of the software support agreement | 0,8 | 100 | |
| Access management (groups creation and removal) | 1 | 100 | |
| Produce implementation, testing and reversion plans for planned and unplanned maintenance sessions | 1 | 100 | |
| Perform server hardware related recovery actions. This may vary from re-mirroring a replaced disc to performing a full Operating System recovery | 1 | 100 | |
| Backup & Restore: Perform an Operating System instance related restore or partial restore from backup following a raised incident) | 1 | 100 | |
| Backup & Restore: Install new version of Backup agent and perform check | 1 | 100 | |
| Backup & Restore: Backup media cataloguing | 1 | 100 | |
| Patch Management: Perform monthly installations of Security Patches and Critical Updates, followed by basic server post-installation tests | 1 | 100 | |
| Patch Management: Perform an installation of an Update Rollup or Service Pack, followed by a basic functionality test of the server application | 1 | 100 | |
| Patch Management: Install a Fix-on-Fail problem specific hotfix, and perform a specific functionality test to ensure that the problem is resolved | 1 | 100 | |
| Security Management: Remove / Cure Virus infection (following a raised incident) | 1 | 100 | |
| Security Management: Install new version of Anti-Virus client agent and perform check | 1 | 100 | |
| Enterprise Monitoring: Install new version of EM agent and perform check | 1 | 100 | |
| Escalate to Engineering | 1 | 100 | |
| Engineering | 0,666666667 | 54,16666667 | |
| Maintenance of Operating System core specific configuration settings (once set, most of these settings will remain constant – booting, file systems, kernel settings, etc) | 1 | 100 | |
| Maintenance of Operating System security configuration settings (once set, most of these settings will remain constant) | 1 | 100 | |
| Run a security lock down tool. Review and implement recommendations | 1 | 100 | |
| Management of Operating System instance related critical software incidents escalated from Operating Level. This includes in-depth problem investigation and resolution, and involves engagement of the software support agreement | 0,6 | 30 | |
| Management of server hardware related critical incidents. This includes in-depth problem investigation and resolution, and involves engagement of the hardware break-fix maintenance supplier | 0,6 | 30 | |
| Management of relationship with 3rd party suppliers | 0,5 | 30 | |
| Investigate and identify performance bottlenecks | 0,8 | 20 | |
| Review monthly and quarterly service delivery reports (and liaise with Service Delivery Manager for quarterly reviews) | 0,8 | 100 | |
| Identify any capacity exceptions where basic thresholds are regularly exceeded, and produce recommendations for service improvements, document capacity trends | 0,1 | 10 | |
| Perform server hardware related recovery actions. This may vary from re-mirroring a replaced disc to performing a full Operating System recovery | 0,8 | 100 | |
| Install a Fix-on-Fail problem specific hot-fix, and perform a specific functionality test to ensure that the problem is resolved | 0,8 | 30 | |
| Design, production and delivery of regular reports (monthly service delivery reports, security reports, ad-hoc reports requested by customer/account). | 0 | 0 |
Thinking-Understanding Approach 