Assessments - The Practice of Cloud System Administration - page 422

A.1 Regular Tasks (RT)
Regular Tasks include how normal, non-emergency, operational duties are handled—that
is, how work is received, queued, distributed, processed, and verified, plus how periodic
tasks are scheduled and performed. All services have some kind of normal, scheduled or
unscheduledworkthatneedstobedone.Oftenweboperationsteamsdonotperformdirect
customer support but there are interteam requests, requests from stakeholders, and escala-
tions from direct customer support teams. These topics are covered in Chapters 12 and 14 .
Sample Assessment Questions
• What are the common and periodic operational tasks and duties?
• Is there a playbook for common operational duties?
• What is the SLA for regular requests?
• How is the need for new playbook entries identified? Who may write new entries?
Edit existing ones?
• How are requests from users received and tracked?
• Is there a playbook for common user requests?
• How often are user requests not covered by the playbook?
• How do users engage us for support? (online and physical locations)
• How do users know how to engage us for support?
• How do users know what is supported and what isn't?
• How do we respond to requests for support of the unsupported?
• What are the limits of regular support (hours of operation, remote or on-site)? How
do users know these limits?
• Are different size categories handled differently? How is size determined?
• If there is a corporate standard practice for this OR, what is it and how does this
service comply with the practice?