1. Understanding System Problem Resolution
Resolving z/OS System Problems
45 minutes
Terminating Tasks
55 minutes
Using the FORCE Command
45 minutes
Restarting the System
1 hour
Additional Problem Handling Techniques
1 hour
Handling Command Flooding
PowerPoint
System Problem Resolution Practices
2 hours
z/OS MVS Console Simulations
Understanding System Problem Resolution
Graphic: Insert your organization’s name in the slide above along with the date and time that the Webinar will begin.
Pre-session activity:
Prior to the session, obtain the demographics of the area that the attendees have come from (i.e. application programmer, operator). This provides you with data that you can present to everyone when you are ready to start. As well as giving you background information on your group it also allows you to tailor some of the presentation specifically to their needs. At the end of the previous PowerPoint presentation, attendees were asked to forward you any questions they may have relating to the content in this pathway. This should also be included in this session.
As attendees come online, make the time to briefly chat with them and ask questions such as: how they have found the training so far, what their involvement with the system currently is, and what it may entail in the future. This is information you will be able to share with the group when you are ready to start (see next slide).
Presenter/Producer:
Approximately 20 minutes before the Webinar, make sure the welcome slide above is displayed so that when participants log in they know immediately they are in the right place at the right time. You may also want to have rotating slides that display general information such as how they can ask questions throughout the session, what information will be available to them afterwards (e.g. handouts, recording of the session).
Allow a maximum of 3 minutes after the scheduled start time for any late attendees. This provides a general courtesy to those that may have been detained for genuine work related reasons, while not annoying those who have joined promptly and are waiting to begin.
Presenter/Moderator:
Welcomes those that have joined the Webinar and describes general information about the session such as using the webinar features as well as session specific details identifying how long the session will be (30-40 minutes, although you may have a more accurate idea once you have given the presentation a “dry run”), pre-requisites for the session (shown on the right of the welcome slide), interaction that will occur throughout the session (several exercises to keep participants busy) and that there is a 5-10 minute Q & A session at the end.
z/OS Problem Diagnosis and Resolution
90 minutes
Company Name
Date - Time
Webinar
Understanding System Problem Resolution
= Datatrain Course Modules
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence
= Datatrain Assessments

2. About You Group Numbers Operators 2 System Analysts 1
Application Programmers 4
Presenter:
This session is all about you (attendees) and obtaining the knowledge you need to perform your workplace tasks. Just so everyone knows a little about each other I have created a breakdown of those attending, and the area they work in (this information can be obtained as mentioned in the pre-session notes from the previous page).
This is a good opportunity to expand on the private conversations you may have had when welcoming people to the session. For example, you may mention that before the session you had an opportunity to chat with a few of you about your induction training and the work you are currently performing. Also mention that this information is important because there are several topics covered where we discuss how it is relevant to you or the area you work in.
These are good icebreaker exercises and usually relaxes the attendees knowing a bit about the other participants.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

3. Clarify any previous training content
Objectives
Clarify any previous training content
Display an understanding of the problem resolution practices as they relate to system operation
Presenter:
The Datatrain training modules and internal PowerPoint presentations you have completed since the last Webinar have focused on providing you with information describing the general processes associated with the identification of system problems, gathering of appropriate data and actual problem resolution processes.
The aim of this session is to involve you in the summarizing of this material through several scenarios.
Read and expand on the objectives above.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

4. Clarification of Previous Material
General comments received.
Questions relating to the procedures and tools we use to identify and resolve problem on our z/OS system.
Presenter:
This section looks at the information that you have forwarded to me during this pathway. The amount of time you spend on this will obviously depend on how much data has been sent to you. The bonus is that because you have received this data prior to the Webinar, you have time to prioritize it and identify approximately how long you need to spend covering it.
I have split this content in two so that we can discuss any concerns or general comments about the pathway learning and the way it is run. The second part deals with information or queries you have sent me over the last ____ days with questions you have about our Data Center.
Expand on the items sent (you may also want to identify who sent it to you) and maybe display a captured graphic so everyone can clearly relate to the question. Rather than resolving the question yourself you may ask whether any of the attendees can provide it (a good way to interact with them).
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

5. Problem handling and resolution
In the following scenario, what action would you need to take?
Scenario 1:
The following system error message is displayed. Batch processing seems to have ground to a halt.
Graphics: You may want to include your own screen shots here. The embedded Word document that is displayed in the bottom right corner of this screen needs to be removed before the presentation. See the notes below for a description of this file.
Pre-Webinar requirement: The screen here shows a scenario that you may need to modify if it is not relevant to your organization.
Embedded in this screen is a Word document containing some of the possible responses that learners could use in this situation, why they might need to perform that action and some possible results from their responses. You will need to work through these items and change them as required so that they reflect your organizations, processes, procedures and products.
Presenter:
This is an opportunity for you to interact with me and describe the types of tasks that you, or the area you work in, would be involved in with the scenarios described here. I will allow you 5 minutes to forward me these details and we will then discuss as a group.
The start of this Webinar should have instructed the user on the method used to forward this information to you. The learner response time period (five minutes) is a guide only but is purposefully short to put them under the pressures that they might experience as part of these scenarios.
As learners forward responses within the Webinar, you may want to play out the scenario as it relates to their individual responses. For example, person 1 says that they would notify the owner first…you could respond by asking them whether they should obtain some information first. Meanwhile person 2 has responded by saying they would wait several minutes to see if the problem fixed itself first…and you might respond by asking them what the error message indicates.….so there are numerous scenarios that can be built using the information in the Word document.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

6. JES2 message – Your Response
Discuss responses from different people.
Presenter:
You will need to cover as many people as possible with their responses and compare it to the information in the embedded Word document. By working your way through all areas, all learners obtain an appreciation of what needs to be achieved in these circumstances.
You may also want to describe any similar problems and the action that was taken.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

7. Problem handling and resolution
In the following scenario, what action would you need to take?
Scenario 2:
Your Help Desk has just informed you that system seems to be running more slowly than normal and they have identified job SAST1 as the possible problem.
Graphics: You may want to include your own screen shots here. The embedded Word document that is displayed in the bottom right corner of this screen needs to be removed before the presentation. See the notes below for a description of this file.
Pre-Webinar requirement: The screen here shows a scenario that you may need to modify if it is not relevant to your organization.
Embedded in this screen is a Word document containing some of the possible responses that learners could use in this situation, why they might need to perform that action and some possible results from their responses. You will need to work through these items and change them as required so that they reflect your organizations, processes, procedures and products.
Presenter:
This is an opportunity for you to interact with me and describe the types of tasks that you, or the area you work in, would be involved in with the scenarios described here. I will allow you 5 minutes to forward me these details and we will then discuss as a group.
The start of this Webinar should have instructed the user on the method used to forward this information to you. The learner response time period (five minutes) is a guide only but is purposefully short to put them under the pressures that they might experience as part of these scenarios.
As learners forward responses within the Webinar, you may want to play out the scenario as it relates to their individual responses. For example, person 1 says that they would ask the Help desk why they think that SAST1 is the problem…you could respond by telling them that another user contacted them with a hung job: SAST1. Meanwhile person 2 has responded by saying they would cancel job SAST1 immediately…and you might respond by asking them how they know that SAST1 is the actual problem.….so there are numerous scenarios that can be built using the information in the Word document.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

8. Slow system response – Your Response
Discuss responses from different people.
Presenter:
You will need to cover as many people as possible with their responses and compare it to the information in the embedded Word document. By working your way through all areas, all learners obtain an appreciation of what needs to be achieved in these circumstances.
You may also want to describe any similar problems and the action that was taken.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

9. Problem handling and resolution
In the following scenario, what action would you need to take?
Scenario 3:
The system has initiated a SVC dump that has produced the messages displayed below.
Graphics: You may want to include your own screen shots here. The embedded Word document that is displayed in the bottom right corner of this screen needs to be removed before the presentation. See the notes below for a description of this file.
Pre-Webinar requirement: The screen here shows a scenario that you may need to modify if it is not relevant to your organization.
Embedded in this screen is a Word document containing some of the possible responses that learners could use in this situation, why they might need to perform that action and some possible results from their responses. You will need to work through these items and change them as required so that they reflect your organizations, processes, procedures and products.
Presenter:
This is an opportunity for you to interact with me and describe the types of tasks that you, or the area you work in, would be involved in with the scenarios described here. I will allow you 5 minutes to forward me these details and we will then discuss as a group.
The start of this Webinar should have instructed the user on the method used to forward this information to you. The learner response time period (five minutes) is a guide only but is purposefully short to put them under the pressures that they might experience as part of these scenarios.
As learners forward responses within the Webinar, you may want to play out the scenario as it relates to their individual responses. For example, person 1 says that they would look on the log for other details…you could respond by telling them that several dumps were taken around the same time. Meanwhile person 2 has responded by saying they would escalate the problem immediately…and you might respond by asking them whether they need to gather any additional information first.….so there are numerous scenarios that can be built using the information in the Word document.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

10. Partial SVC Dump – Your Response
Discuss responses from different people.
Presenter:
You will need to cover as many people as possible with their responses and compare it to the information in the embedded Word document. By working your way through all areas, all learners obtain an appreciation of what needs to be achieved in these circumstances.
You may also want to describe any similar problems and the action that was taken.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

11. Problem handling and resolution
In the following scenario, what action would you need to take?
Scenario 4:
Two TSO users have contacted you indicating that their screens are hung when attempting to log into the system.
Graphics: You may want to include your own screen shots here. The embedded Word document that is displayed in the bottom right corner of this screen needs to be removed before the presentation. See the notes below for a description of this file.
Pre-Webinar requirement: The screen here shows a scenario that you may need to modify if it is not relevant to your organization.
Embedded in this screen is a Word document containing some of the possible responses that learners could use in this situation, why they might need to perform that action and some possible results from their responses. You will need to work through these items and change them as required so that they reflect your organizations, processes, procedures and products.
Presenter:
This is an opportunity for you to interact with me and describe the types of tasks that you, or the area you work in, would be involved in with the scenarios described here. I will allow you 5 minutes to forward me these details and we will then discuss as a group.
The start of this Webinar should have instructed the user on the method used to forward this information to you. The learner response time period (five minutes) is a guide only but is purposefully short to put them under the pressures that they might experience as part of these scenarios.
As learners forward responses within the Webinar, you may want to play out the scenario as it relates to their individual responses. For example, person 1 says that they would just cancel the TSO users…you could respond by asking them whether they should determine first why they are hung. Meanwhile person 2 has responded by saying they would wait several minutes to see if the problem fixed itself first…and you might respond by asking them whether they would look on the system to identify whether the problem was more widespread.….so there are numerous scenarios that can be built using the information in the Word document.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

12. Hung TSO users – Your Response
Discuss responses from different people.
Presenter:
You will need to cover as many people as possible with their responses and compare it to the information in the embedded Word document. By working your way through all areas, all learners obtain an appreciation of what needs to be achieved in these circumstances.
You may also want to describe any similar problems and the action that was taken.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

13. Problem resolution tools: MVS commands, SDSF, Omegamon
Summary
Problem handling processes: gathering additional information, problem logging, notification, escalation, procedures
Problem resolution tools: MVS commands, SDSF, Omegamon
You will need to modify the items above to reflect your organization’s processes and problem resolution tools.
Presenter:
Being the last item in this learning pathway, hopefully it has helped pull together many aspects relating to your role in relation to resolving problems associated with the z/OS system. You may want to expand the points above.
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence

14. Resolving z/OS System Problems
45 minutes
Terminating Tasks
55 minutes
Using the FORCE Command
45 minutes
Restarting the System
1 hour
Additional Problem Handling Techniques
1 hour
Handling Command Flooding
PowerPoint
System Problem Resolution Practices
2 hours
z/OS MVS Console Simulations
Questions
Presenter:
An opportunity for you to respond to any questions that learners want to ask (5-10 minutes).
Complete the webinar by:
Thanking them for attending.
Outlining what their next step in the training process is.
Mentioning that the webinar will be made available to them for replaying if they require. An will be sent informing them of the details.
Mention that the HR team may send them a survey to complete.
z/OS Problem Diagnosis and Resolution
90 minutes
Webinar
Understanding System Problem Resolution
= Datatrain Course Modules
Copyright © Interskill Learning Pty Ltd 2011 – Commercial in Confidence
= Datatrain Assessments