8.3.1 Performance Management Process Definition and Components
T
he high-level event, incident, and problem processes for Performance Management
shown in Figure 17 apply
for both vCloud providers and tenants
. These processes look
the same as any traditional Performance Management
process. However, the dynamic nature of the vCloud and the drive to reduce OpEx
means that the process has to be more agile and rely less on manual intervention. Manual Performance Management may be appropriate for physical infrastructure world and early virtualization adoption stages, but only tooling and automation can provide the level of Performance Management required for the vCloud. At a high level, the objectives of event, incident, and problem processes for Performance Management are to automate as much as possible and maximize the number of tasks that can be performed by level 1 operators, rather than level 2 administrators or level 3 Subject Matter Experts (SMEs). The following are possible ways to handle events, incidents, or problems, listed in order of preference:
1. Automated Workflows – These workflows are totally automatic and may be initiated by predefined events or support personnel.
2. Interactive Workflows - These workflows require human interaction and may be initiated by predefined events or support personnel.
3. Level 1 support – Operators monitor systems for events. They are expected to follow runbook procedures for reacting to events, which may include executing predefined workflows.
4. Level 2 support – Administrators with basic technology expertise who should be able to handle most routine tasks and execute predefined workflows.
5. Level 3 support –SMEs for the various technologies. Ideally, only the most difficult issues are handled by SMEs, who are also responsible for defining the workflows and runbook entries that allow level 1 operators and level 2 administrators to handle more events and incidents. This is described in more detail under Event Management.