L2 Issue Handling scope:-
1) Any issue reported from L1 support or support L1 on finding root cause of issue.
2) Troubleshooting issues resulting from customizations.
3) Supporting issues related to outdated product.
4) Troubleshooting of integration issues.
5) Follow up with HP support for the issues that cannot be resolved by L1 & L2 support.
L2 REQUEST / CHANGE SCOPE:-
1) Tailoring and customization.
2) Any complex configuration that cannot be done by L1 team.
3) Providing monthly system health check report L1 team.
4) Deployment of new hot fixes and patches.
5) Support and managing changes for the existing integration and customization.
6) Testing of critical changes on preproduction environment before production deployment.
7) Fixing of application bugs if confirmed by HP support.
1) HP NNM (Netwrok node manager)
2) HP OMV (Operation Manager)
modules: System Infra SPI, Vitualization Infra SPI, Cluster Infra SPI, DBMS SQL SPI, DD Oracle SPI, Active directory SPI, Exchange SPI, Performance Manager.
3) HP BSM (Business Service Management)
Module: BPM, SLM, Operations Bridge (OMI)
4) HPSM (Service Management)
Module: CMDB, KM, Incident Management, Problem management, Change management service catalog, Request management.
5) HP UCMDB (Universal discovery DB)
6) HP Site Scope
Modules: Mount points (default)
Business Analytics has been around for over for over 20 years, our presence as Business Analytics has come to Islamabad in January of 2010. We provide innovative Information Technology solutions to a diverse portfolio of customers ranging from Small & Medium Enterprises to Large Organizations, man ...مزید پڑھیں