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4.8.4 5.8.4 (SUPPORT/HELP DESK (Typical Support Functions (• Maintain…

- - - - as well as documentation of utilities and systems developed in house.
- - - - Response time is important because end users experiencing slow response time will be reluctant to utilize IS resources to their fullest extent.
    - - If response time is slow,
        
        all possible causes, such as I/O channel bottlenecks, bandwidth utilization and CPU capacity, should be investigated;
        
        various solutions should be analyzed; and an appropriate and cost-justified corrective action should be taken
  - - - Interruptions due to power/line failure, traffic overload, operator error or other anomalous conditions are identified in a downtime report
    - - • Add or replace telecommunications lines.
      - • Switch to a more dependable transmission link (such as dedicated lines versus shared lines).
      - • Install backup power supplies.
      - • Improve access controls.
      - • Closely monitor line utilization to better forecast user needs, both in the near and long term
  - - - Monitoring can be performed by echo checking (received data are bounced back to sender for verification)
      - ensuring that messages are not lost or transmitted more than once
  - - - Output includes the following information:
        
        • Protocol(s) in use
        
        • Type of packets flowing along the monitored link
        
        • Traffic volume analysis
        
        • Hardware errors, noise and software problems
        
        • Other performance statistics (e.g., percentage of used bandwidth)
        
        • Problems and possible solutions
  - - - perform all of these tasks, each device
        (routers, switches, hubs, PCs, servers) needs to have a SNMP agent running.
      - actual SNMP communications occur between all the agents and the console.
    - - Based on the operator instructions,SNMP software sends specific commands to an SNMP-enabled device and retrieves the required information.
- - - - in logging, analyzing, resolving and escalating problems in a timely manner, in accordance with management’s intent and authorization?