Severity Level in Production Support

naziashaffi · New User Joined: 27 May 2009 Posts: 22 Location: India

Hi everyone,

Once, during an Interview I was asked the following questions and I answered the best I could. Please correct me if required:

1.What are severity levels in Production env. (generally, though it is site specific)

Ans:> 1.Low 2.Medium 3.High 4.Critical

2) How do we know the job has failed and what we do after that?

Ans:> I was unable to answer.

Please answer , Thanks

___________________________

Nazia,

dick scherrer · Posted: Sat Oct 24, 2009 2:05 am

Hello,

1. As you mention, this is site-specific.

2. Again, site-specific as to how "failed" is defined. I suspect that an Abend (Sxxx or Unnnn) qualifies as failed, but what about processes that are not run due to condition codes? These might be a failure or they might not. Many places use the scheduling software to identify failed jobs.

"What we do" is dependent on the reason for the failure. An abend due to space required will be handled differently than an s0c7.

ajeshrn · New User Joined: 25 Mar 2009 Posts: 78 Location: India

Hi naziashaffi,

As dick told the answer for the first question varies from shop to shop.In my shop we had Sev1, Sev2, Sev3, Sev23, Sev 99 etc....Sev 1 is the highest priority which needs to be fixed within 8 business hour, while Sev 2 and Sev 3 should be fixed within 2 and 3 buisness days. Incase we fail to restore it, there will be a SLA breach happening. Finally our company will have to pay some amount to the clients.So try finding out whats the procedure in your shop and be prepared for the next interview.

.

Sev 23 and 99 is some more are there which are called test IMR's.

ajeshrn · New User Joined: 25 Mar 2009 Posts: 78 Location: India

For question 2, when ever there is a job failure in production in our shop, there will be an ticket raised in our queue, with the above mentioned priority.We will have to access the production jobs with the ticket number, get access and work on it and fix the same within the time.

ajeshrn · New User Joined: 25 Mar 2009 Posts: 78 Location: India

I hope this information helps you,but in either cases suggest you to check with your production support team, they will be defenitely able to help you.

naziashaffi · New User Joined: 27 May 2009 Posts: 22 Location: India

Hi,
@Dick,

Thanks for the explanation. I clearly understand that the questions I posted are highly site specific (definitions based), but sometimes having a fair idea of others site may make a difference.
U cleared my doubt

@ajeshrn,

I must admit I was looking for this explanation.
Could you please let me know :
How do you raise a ticket on failure , and to whom you notify?

It will be great If anyone can refer IBM Manuals (if possible) or any medium to me covering these topic or related topics.
Yes I am a newbie ,

Thanks

ajeshrn · New User Joined: 25 Mar 2009 Posts: 78 Location: India

naziashaffi,

In our shop, when ever there is a production abend, there is a scheduled system in place which will create an automated ticket and will route the same to the queue which is responsible for the fix. We have some tools used by the client for this ticketing system. I dont think I can disclose that tool name here

.Am sorry for that. Its a security violation if I do so. Even though I mention the tool name its of no use, because the system was developed for that client, we cant access it outside.

naziashaffi · New User Joined: 27 May 2009 Posts: 22 Location: India

Thank you very much.

I am sure this information is going help a lot many people.
And your commitment towards client is highly appreciated...We understand that.

Hope I will disturb you again!!

Nazia

ajeshrn · New User Joined: 25 Mar 2009 Posts: 78 Location: India

Always welcome