This guide is intended for CA SOI operators. Operators are non-administrators that include the following roles and product-related responsibilities:
Includes the CIO and Business Unit managers responsible for a large group of services, subscribers or both.
Primary goals are typically to reduce cost, increase quality, and help ensure governance and compliance requirements are met for all services delivered by the business to its customers (internal or external).
These users use CA SOI view the various CA SOI reports available to see the overall status of monitored services.
Responsible for specific services and also accountable for overall service availability and performance.
Primary goals are typically to help ensure services are delivered according to the cost and quality levels agreed with both the business, and the CRM/customers that consume their services.
These users use CA SOI to monitor services, respond and escalate alerts and view the various CA SOI reports available.
Overall responsibility for the delivery of services within the datacenter.
Primary goals are typically to help ensure services are operating to required quality levels at an acceptable level of risk. May be required to support the business in cost reduction measures.
These users use CA SOI to monitor services, respond and escalate alerts and view the various CA SOI reports available.
Responsible for maintaining the continuity of operations within the datacenter including the network, systems, applications and databases and focused on the availability of infrastructure elements within a single domain.
These users use CA SOI to monitor services and to view the various CA SOI reports available.
Communicates with customers or consumers of a service, takes reports of outages or performance degradation, creates trouble tickets, tries to establish the cause of the outage and estimated time to repair.
These users use CA SOI to escalate alerts.
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