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Specialist Training
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Exercise 21
Analyzing a Problem
Open problem #221 that Tom was already working on. Let’s say that Tom figured out that the best structural solution for this problem is the following:
The issue appears to occur when the job loses its connection to the database. This appears to happen due to a conflict with the online backup job for the database, which starts at 2am every day, with the exception of Sunday when the offline backup is taken. Apparently, the backup has started to take more time now that the database contains more data.
To fix this once and for all, I have changed the start time of the Archive job from 3am daily (except Sundays) to 1am daily (except Sundays) to ensure that it starts before the daily backup. Change Management was not required for the implementation of this structural solution, as it concerned the adjustment of the Archive job’s configuration settings.
Now that you have completed the analysis (and even fixed the problem already), inform the problem manager by setting the problem’s status to “Analyzed” and entering 60 minutes in the Time spent field.
Question:
Why did this affect the assignment of the problem?
The assignment of problem #221 changed to Thomas Wicker, who is the problem manager for the Expense Reporting service. When a problem is saved with the status “Analyzed”, it is automatically assigned to the manager of the problem. This informs the problem manager that the analysis has been completed.
The following video provides an overview of the exercise: