This page describes common tasks which has been selected during the analysis of a target domain:
| name | probability | % of tasks | Version |
|---|---|---|---|
| Remote Wintel Managed Service | |||
| MONITOR | 1 | 100 | |
| checks of compliance of the configuration to predetermined standards; = 1.0 | 1 | 100 | |
| monitoring of availability of agreed system services; | 1 | 100 | |
| monitoring of Capacity of Server Memory, Processor, Storage and Network Bandwidth; = 1.0 | 1 | 100 | |
| gathering of capacity trend data; = 1.0 | 1 | 100 | |
| checking of success or failure of data backup (if backup system access is granted); = 1.0 | 1 | 100 | |
| scanning to report on recommended patch state of Operating System; = 1.0 (report ananlysis integration) | 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 =1.0 | 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) = 1.0 | 1 | 100 | |
| Follow change control process to schedule planned and unplanned maintenance sessions = 1.0 | 1 | 100 | |
| Collate information for monthly and quarterly service delivery reports (including details of unplanned downtime, and work performed in planned and unplanned maintenance sessions) = 1.0 | 1 | 100 | |
| Perform housekeeping of the local system volume (following a raised incident) = 1.0 | 1 | 100 | |
| Perform defragmentation of the local system volume (following a raised incident) = 1.0 | 1 | 100 | |
| Backup & Restore: Investigate / Restart Backup agent (following a raised incident) = 1.0 | 1 | 100 | |
| Security Management: Investigate / Restart Anti-Virus client agent (following a raised incident) = 1.0 | 1 | 100 | |
| Enterprise Monitoring: Investigate / Restart EM agent (following a raised incident) = 1.0 | 1 | 100 | |
| Escalate to operate = 1.0 | 1 | 100 | |
| Operating | 0,96875 | 96,875 | |
| Maintenance of Operating System core configuration settings (once set, most of these settings will remain constant) = 1.0 | 1 | 100 | |
| Maintenance of Operating System network configuration settings (once set, most of these settings will remain constant) = 1.0 | 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 = 1.0 (investigation and analysis modules to be added) | 1 | 100 | investigation, analysis |
| 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 (see above) | 0,8 | 100 | investigation, analysis |
| Produce implementation, testing and reversion plans for planned and unplanned maintenance sessions = 1.0 | 1 | 100 | |
| Perform server hardware related recovery actions. This may vary from re-mirroring a replaced disc to performing a full Operating System recovery = 0.9 (except for complex cases) | 0,9 | 90 | |
| Backup & Restore: Perform an Operating System instance related restore or partial restore from backup following a raised incident) = 1.0 | 1 | 100 | |
| Backup & Restore: Backup media cataloguing = 1.0 | 1 | 100 | |
| Backup & Restore: Install new version of Backup agent and perform check = 1.0 | 1 | 100 | |
| Patch Management: Perform monthly installations of Security Patches and Critical Updates, followed by basic server post-installation tests = 1.0 | 1 | 100 | |
| Patch Management: Perform an installation of an Update Rollup or Service Pack, followed by a basic functionality test of the server application = 1.0 | 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 = 0.8 (60% of tasks) | 0,8 | 60 | |
| Security Management: Remove / Cure Virus infection (following a raised incident) = 1.0 | 1 | 100 | |
| Security Management: Install new version of Anti-Virus client agent and perform check = 1.0 | 1 | 100 | |
| Enterprise Monitoring: Install new version of EM agent and perform check = 1.0 | 1 | 100 | |
| Escalate to Engineering = 1.0 | 1 | 100 | |
| Engineering | 0,654545455 | 52,72727273 | |
| Maintenance of Operating System security configuration settings (once set, most of these settings will remain constant) = 1.0 | 1 | 100 | |
| Run a security lock down tool. Review and implement recommendations = 0.8 (Probablistcilistic reasoner with recomendation analysis required) | 1 | 100 | probabilistic reasoner, recomendation analysis |
| Management of Operating System instance related critical software incidents escalated from operating. This includes in-depth problem investigation and resolution, and involves engagement of the software support agreement = 0.6 (30%) [In-depth analysis required] | 0,6 | 30 | In-depth analysis |
| 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 | In-depth analysis |
| Management of relationship with 3rd party suppliers | 0,5 | 30 | complex human text processing |
| 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 | recommendation generation |
| Perform server hardware related recovery actions. This may vary from re-mirroring a replaced disc to performing a full Operating System recovery – supporting Operating Level | 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). | 0,2 | 30 |
Thinking-Understanding Approach 