Signigicant Events

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3 comments

  • Peter Rathjen

    We identify a sig events by duration and by occurences. Greater than 2 hours or 3 times in a 24 hour period for same problem. We feel that the duration sigs have a lot of visiblity, due to the paging and length of the call. Resources are thrown at the issue, as it happens and it is either fixed or a good plan is in place to fix it. The occurences are not only difficult to gather info, they are sometimes harder to solve. Both way are just opperunities to get better.

    Originally answered May 16, 2011 at 2:28 pm

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  • L2lmail

    Do you go for true root-cause on every issue? How do you determine when expectations are met and its time to move on?

    Originally answered May 16, 2011 at 3:21 pm

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  • Peter Rathjen

    Our goals is to correct or control each issue. Sometimes we have to use PM or other process to predictively correct on scheduled time. That being said, we do not always get to the true RC. You do our best to solve as many as we can. When corrective action has been implemented, we schedule an event closure meeting (Manager and Team), review data, check actions are completed and improvements are carried across to other machines.

    Originally answered May 16, 2011 at 4:11 pm

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