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7 Questions

3 Views

ESM Week 6

Created by

@ImaginativeRisingAction

Questions and Answers

Which of the following are problems?

Missing databases tables; Incorrect config.php in the Moodle web app; Buggy code (correct)

Fast response time

Low CPU utilisation

Unusual network traffic

Choose the correct statements about incidents

Recurring incidents mean there is no root cause

Need to do RCA first before restoring the services during incidents

Problem management should only be activated upon incidents

None of the above (correct)

"Moodle is currently down" What would be the reasons for that incident?

A few students complained about Moodle not accessible

The Azure virtual machine crashed (correct)

The virtual machine image was deleted

The infrastruture support engineer was on urgent leave

What would be the root causes of the problem then? [Azure VM crashed]

The Moodle application has a bug; There was a denial of service attack on the Moodle app Signup and view all the answers

Root Cause Analysis:

Prevents Incidents; Find out why it happened Signup and view all the answers

About RCA approaches:

Fishbone diagrams organise causes into categories Signup and view all the answers

On problem management:

A workaround can reduce the likelihood of incidents Signup and view all the answers

Study Notes

Incident Management

An incident is a problem that has occurred, such as "Moodle is currently down"
Incidents require immediate attention to restore normal service operation

Root Cause Analysis (RCA)

RCA is a method to identify the underlying causes of a problem
In the case of "Moodle is currently down", the root cause might be that an Azure VM crashed

Problem Management

Problem management involves identifying the root cause of an incident and finding a permanent solution
It involves identifying the root cause, developing a solution, and implementing a fix to prevent future incidents

Note: These study notes focus on key concepts and facts related to incident management and root cause analysis.