Problem management

Products involved

Following are the primary products involved in this use case:

• BMC Atrium
  • BMC Atrium CMDB
  • BMC Atrium Discovery and Dependency Mapping
  • BMC Configuration Discovery for CMDB
• Service Operations
  • BMC Performance Manager Portal
  • BMC ProactiveNet Performance Management
• Service Support
  • BMC Service Desk, including BMC Incident Management and BMC Problem Management
  • BMC Remedy Knowledge Management

Prerequisites

• An asset inventory scan has been performed, and data has been synchronized with the BMC Atrium CMDB.
• Discovered data (CIs and relationships) has been migrated to the production dataset.
• In BMC Performance Manager Portal, Infrastructure elements have been added to monitor application classes.
• In the BMC Atrium Impact Model Designer, a service model has been created in which a business service is impacted by servers.
• In BMC Service Level Management, service targets have been created.

Technical use case

1. Incidents are assigned and worked on by users in BMC Service Desk.
2. The incident assignee searches for known problems in BMC Problem Management and relates any found to a known error.
3. The incident assignee searches BMC Remedy Knowledge Management for workarounds to resolve the issue.
4. The incident assignee cross-launches BMC Capacity Management Essentials, BMC Performance Manager Portal, or BMC Transaction Management Application Response Time from the affected CI in BMC Atrium Explorer.
5. The incident assignee addresses the cause of the event, resolves the incident, and notes resolution details in the knowledge base.
6. When the affected system returns to normal, the following actions occur:
   • BMC ProactiveNet Performance Management reports the change.
   • BMC ProactiveNet Performance Management Web UI indicates that the system has returned to normal.