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Using network topologies to diagnose problems

Service desk staff can view the relationships between CIs in a network topology to diagnose problems. For example, a user might call about a problem with a network printer. The specialist can view the network topology to identify the network printer. The specialist can then determine whether the problem is with the network printer or another problem. The specialist can make this determination by searching for tickets that are related to the CI. The tickets might indicate whether the item is down or in repair.

Network topologies can also be useful during the planning and risk assessment phases of a change request. For example, a change request comes in that requests an operating system upgrade for several application servers. The change manager or configuration administrator views the network topologies of these computer systems. The topologies indicate which computers or users would be affected by the change.

 

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Remedy Asset Management 9.0