Performance and Fault Management

To enable continuous monitoring of performance and capacity for ensuring the availability of information systems, procedures including the following shall be established/implemented.

• Criteria for identifying targets of performance and capacity management : identify and include major information systems and security systems that can affect service and business operations as targets
• Definition of performance and capacity requirements (thresholds) per information system : determine thresholds for CPU, memory, storage devices, etc., that can affect information system availability
• Monitoring method : establish a method to continuously monitor whether performance and capacity thresholds are exceeded and to respond accordingly (e.g., alarms)
• Recording, analysis, and reporting of monitoring results
• Designation of persons in charge and responsible persons for performance and capacity management, etc.

Response procedures for cases exceeding the information system performance and capacity requirements (thresholds) shall be established/implemented.

• Continuously monitor the performance and capacity status of information systems, and when the requirements (thresholds) are exceeded, establish/implement countermeasures (e.g., expansion of information systems, memory, storage devices, etc.)

Procedures for immediately recognizing and responding to information system faults shall be established/implemented, including the following items.

• Definition of fault types and severity
• Reporting procedures by fault type and severity
• Establishment of detection methods by fault type : utilize management systems such as NMS (Network Management System)
• Definition of responsibilities and roles for fault response and recovery
• Fault recording and analysis
• Customer notification procedures in the case of customer-facing services
• Emergency contact system (maintenance providers, information system manufacturers), etc.

When a fault occurs, measures shall be taken according to the procedures, and fault-handling details shall be recorded and managed through fault-handling reports, etc.

※ Items to be included in a fault-handling report (examples)

• Date and time of the fault
• Fault severity (e.g., high, medium, low)
• Names of the person in charge and the responsible person (including maintenance providers)
• Fault description (including damage or impact caused by the fault)
• Fault cause, actions taken, recovery details, recurrence-prevention measures, etc.

For faults of high severity, recurrence-prevention measures shall be prepared through root-cause analysis.

• For serious faults such as those that interrupt daily operations, those that cause excessive costs (damage), or those that occur repeatedly, the cause shall be identified and measures to prevent recurrence shall be established/implemented