The following scenarios describe some usage scenarios using the Tivoli® Enterprise Portal and ITCAM for SOA to monitor and diagnose problems in your application environment.
| Persona | Description |
|---|---|
| Annette/Olivia – Level 2 Operator | Annette's (or Olivia's) primary focus is
to ensure service availability by fixing the important incidents according
to the following criteria:
Annette (or Olivia) proactively finds negative trends affecting the business and follows proper change management procedures to prevent incidents from occurring or recurring. She does not like to be bombarded by false alarms. |
| Jim/Miles – Middleware/Application Support Subject Matter Expert (SME) | Jim's (or Miles') primary focus is to ensure that the middleware applications he is responsible for are up and running at all times and performing within expected response thresholds. If an application goes down, then a line of business is affected and has a direct impact on how his team is rated against the SLA. He also works with the systems monitoring and automation group to define the appropriate monitors and thresholds for his domain area of responsibility. Additional
goals:
|
| Maria – BPM Maintainer | Maria's primary focus is to reproduce BPM reported problems using the administration account or using the user account. She must be able to identify where the BPM problem is located, and resolve simple problems herself or ask for help from the IT Administrator. She might sometimes deploy the problem fix upon the user requirement, or refer to the service level agreement to deploy the fix. She also educates users on how to use the system correctly. |
| Adam – BPM IT Administrator | Adam's primary focus is to support the line of business (LOB) when they want to author a process, need a new role, need a new service, or get confused. Adam works within a test and production environment that empowers the business user and is available at all times. |
| Sophie – Install and Configuration Administrator | Sophie's primary focus is on installing and configuring the tools (input feeds) needed to produce relevant and accurate information, in terms of classification, severity, and priority. Sophie is responsible for keeping the tools available at all times and updated with latest versions, patches, and e-fixes. Her duties include installation, verification in a production environment, and any data migration needed. Sophie assists the lead product
administrator in supporting the users of the tools by:
Sophie must be able to quickly and accurately pinpoint software problems with a tool, and work with the tool vendors regarding problems and enhancements. |
| Persona | Description |
|---|---|
| Dave (or Deepa) – Application Developer | Dave's (or Deepa's) primary focus is to improve the company profits by developing in-house applications that work correctly the first time. He incorporates best practices in his coding to leverage the knowledge of others in his programs, and is diligent when conducting code inspections. When a problem comes up in a production application he is sent trace files so he can analyze the problem, which he then tries to simulate in his environment. He accurately determines the cause of performance problems when requested, and has a good understanding of the business aspects of the application he is developing. |
| Connie – SOA Development Manager | Connie's primary focus is managing assets through the development and test cycles. She analyzes requirements and designs solutions, including Service Interface Specification, prototypes service implementation, works with development and test / mediation teams to implement the solutions. Connie also develops prototypes of applications and helps define dependencies on service. She publishes "Golden Master" code to the Operations manager, creates Documents of Understanding (DoU) and subscription requests, and creates Service Level Definitions (SLDs). Connie evaluates specifications, evaluates the SLD and creates SLAs per the conditions of the DoU. |
| Persona | Description |
|---|---|
| Allen – System Management Architect | Allen's primary responsibility is to always know the status of the existing monitoring tools and services. He is aware of current monitoring and management technology and ensures that the service architecture has a high level of reliability in production. Allen detects the differences (without error) between the designed services architecture and the actual services architecture. He prototypes potential changes to the architecture and has a realistic view of their effects. Allen is able to show the relationship between the business process and the services architecture. |
| Kathryn – LOB Manager | Kathryn's primary focus is to drive up revenue from her customer facing services. The goal is an increase greater than 20%. She fosters a strong working relationship with the CIO and senior IT management. She negotiates and restructures contracts with outsourced contracting and consulting groups to better reflect development and support needs for her rolling 24 month planning cycle. In
the short term, Kathryn wants to know only the significant problems
with her services. For these critical incidents, she needs to:
In the long term, Kathryn needs to know how well her applications are providing services to, and producing revenue from, the external customers. She ensures that the IT team is monitoring the critical resources for her application, and obtains service availability and IT cost information from the IT team. She works with IT administrators and architects to model the business processes, and helps IT understand the service applications, and their customers' steps and their experiences. Kathryn helps the IT team prioritize which incidents are critical to their customers, and works to ensure that she is getting the best value for her IT dollar (for example, by comparing her internal IT team to an IBM® IGS outsource group). |