Troubleshooting Software Problems

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Determining the Business Impact of Software Failure

•Authorization
Business
IT
To determine the impact of software failure on your business, you should complete the following tasks:
Develop a business continuity plan
Conduct a business impact analysis
Establish metrics to measure the cost of failure
Prioritize the recovery order of applications
Agree on the above with the business

Monitoring Service Level Agreements

Service level agreements
• Review
• Identify SLEs
• Prevent further SLEs

Establishing Change Management Procedures

•Authorization
Business
IT
Change management procedures include:
Communication
Process improvement
Plans for software updates
Scheduling
Approval from the business

Lesson: Reviewing Log Files
• Monitoring Log Files by Using Event Viewer
• Monitoring Application Logs

Server Applications
• Microsoft server applications include:
Exchange Server 2007
SQL Server 2005
SharePoint Server 2007
Hardware vendor tools
DELL Open Manage
HP Systems Insight Manager
Third party tools
• Monitoring tools
SCOM 2007
Dell Open Manage
HP Systems Insight Manager
• Third-party tools

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