Remediate an Identified Back-End Issue Scenario

In this scenario, the Operate value stream is triggered by an issue (a breach and/or vulnerability) or a potential future issue (triggered by a threshold breach) in the infrastructure, platforms, applications, user transactions, and/or behavior of the back-end network. The scenario ends with the outcome that the service remains operational without affecting consumer experience and within the boundaries of the Service Contract.

The activities undertaken in the scenario include the detection, diagnosis, evaluation, and resolution of issues, alerts, and anomalies related to the performance, compliance, and security aspects of the organization’s back-end.

  • Performance remediation examples include: “reactive” event detection and correlation through the monitoring of the Digital Product Instance, system, and topology; “pro-active” event detection, through periodic service restarts, test transactions, or built-in self-healing capabilities; or “predictive” event detection, done by generating test events from the analysis of historical monitoring data and other data sources (e.g., business performance, social media, weather, etc.) to identify potential degradation based on predicted consumer behavior

  • Security remediation examples include responses to different types of attack, including unauthorized system access, phishing, password cracking, spyware, malware, Denial of Service (DoS) attacks, and more

  • Compliance remediation examples include inspections to detect compliance with the rules; for example, adherence to legislation, statutes, regulations, standards, policies, contracts, processes, procedures, and operational controls