Scribd
Upload
3 views12 pages

IT Support and Management Overview

The document outlines various topics related to IT infrastructure management, including server management, incident management, and disaster recovery processes. It includes specific inquiries about data centers, monitoring tools, and support contracts, as well as contact information for various teams involved in service delivery. Additionally, it addresses backup strategies, known issues, and the management of LINUX servers within the environment.

Uploaded by

ashish
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
3 views12 pages

IT Support and Management Overview

The document outlines various topics related to IT infrastructure management, including server management, incident management, and disaster recovery processes. It includes specific inquiries about data centers, monitoring tools, and support contracts, as well as contact information for various teams involved in service delivery. Additionally, it addresses backup strategies, known issues, and the management of LINUX servers within the environment.

Uploaded by

ashish
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd

Account Name

Trainer Name
Trainee Name

Topics
Connecting to the Client Network

Infrastructure Overview:
Major Outage/Incidents

Request Management

Server Management

Health Checks & Notifications


Monitoring

Vendor Support

Disaster Recovery Management


Application Management

Problem Management

Change Management

Incident management
High/Low Lights

Backup and Restore

Risks

Known Issues

Tools

Support Contracts
Sub-Topics

How many data center you have in your environment?

Systems located in Data centers

Whether any documents can be shared about the LINUX details. / Details about the environment
and how they are handled. (RunBooks)?

what are monitoring tools used in your current environment?

Server Login

Systems monitoring
UserID management, authenication methods

which is your DC and DR site ?

Systems backup and recovery procedure


Health checking, frequency, known issues, risks open
Systems details (please fill out sheet Account name UNIX Systems)
DR and HA processes and procedures
Update processes and procedures
System logging/log management
An explanation of any unscheduled system downtime in the past twelve months?
A description of any redundancies built into the hosting platform and hardware.

Any third party tools/applications used in current environment?

LINUX Documentation
On-call support, what is/not supported out of hours and typical volume, is there reoccuring issues that generate call outs?
Incident and Service Request ticket volume, common causes.

Current Problematic area?

Any server to look out for? Any current issues? Disk space issues?
Network architecture
Systems Function, Applications/Middleware install
Application/Middleware support contacts
Application Contacts
Hardware & Software Vendor Support call details
Datacenter H&E Details
NONE

Service Desk would be logging Service Requests and assigning to the Resolver Teams.

LINUX Server Support Scope

LINUX Servers

Password Expiry Notification


LINUX Hardware are in valid support Contract

REDHAT Support

DR processes and procedures

RCA Document
RFC Document

CAB
Changes
Incident management Process

Recent High/Low Lights

Backup Software
Discuss Backup strategy (incr vs selective)
Discuss manual backup process
Discuss retention period
Discuss the process for Backup checks
Ownership of backup
Discuss the Restore process
Current Issues with [Link] process
VM Snapshot

Redhat Software
Console Access

Ticketing Tool

VPN

Account name Team Room

OS Team Contacts (Atleast 2 names along with email addresses)


Backup team Contacts (Atleast 2 names along with email addresses)
Network Team Contacts (Atleast 2 names along with email addresses)
Tivoli Monitoring Team ( Nagios Team )
Database Team Contacts
Wintel Team Contacts
Incident management
Problem Management
H&E
Change Management
Service Delivery Manager
Delivery Project Executive
Service Integration Leader
Service Desk Contacts
Artifacts/Comments
g issues that generate call outs?
Cisco Any Connect VPN to connect to Account name Network.

Account name Knowledge Database

You might also like