Problem determination and troubleshooting
In order for problem determination, troubleshooting, and remediation to work together, there is a lot of preparation that needs to be done upfront to get the proper processes established. Problem determination actually starts before something undesired happens. It includes problem prevention best practices along with the problem detection, monitoring, and alerts to avoid problems going undetected for any period of time. Let's start this section by prefacing what problem determination is not:
It is not an exact science. It is an evolving process subject to other influences.
It is not an isolated process, but collaborative among organizations and experts to organize the investigation and characterize the problem set at hand.
One of main ingredients in the recipe to be successful in the operational aspects of a portal is to have a consistent yet flexible strategy. At a high level we can say there are steps and best practices for problem determination...
