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SLM 7.0 CSO Training


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SLM 7.0 CSO Training

  1. 1. SLM Application in BAC 7.0 CSO Training Evgeny Nuss August 2007
  2. 2. 2 October 31, 2016 Agenda • Main new SLM issues in BAC 7.0: − Service-based agreement wizard − Provisioning and Offering Levels − SLM Forecasting − SLA Reports’ Additional Values − Ticketing integration with HP ServiceCenter • Hands-On • Troubleshooting • Known problems and Limitations
  3. 3. 3 October 31, 2016 Service-based SLA wizard • Based on Business Service CIs • Ability to create new Business Service within SLA wizard • Remove and add service-related CIs by SLA Fine Tuning • Ability to create new Offering Level within SLA wizard • Ability to attach Global Offering Level within SLA wizard • 2 edit wizards for Service-based agreement
  4. 4. 4 October 31, 2016 Provisioning and Offering Levels • New Business Service wizard • Offering Level is a set of defined objectives for multiple KPIs, designed for use in service-based agreements • KPIs Valid Assignments XML (new) • Global Offering Levels in Services Manager • Default Offering Level • Custom Offering Levels • Offering Levels actions: Copy, Clone, Delete, Paste
  5. 5. 5 October 31, 2016 Troubleshooting and Limitations • The objective thresholds entered in the Offering Level Definition dialog box must be logical for the operator, and ordered logically; SLM does not validate the entered values. • After making changes to an offering level that is in use with an agreement, you must run a recalculation task if you want the changes to be reflected in the previously aggregated data for the reports. • If you do not define any target values for a KPI during a timeslot, then in the reports the KPI displays the numerical value for the timeslot, but the status is No Data (gray).
  6. 6. 6 October 31, 2016 Troubleshooting and Limitations (cont.) • If you add new KPIs in the repositories, and you want the KPIs to be assigned to service-related CIs, you must add the new KPIs to both the KPIs Valid Assignments XML and to the relevant offering levels.
  7. 7. 7 October 31, 2016 Known problems in SLM Admin • Sometimes General error appears when enter Services Manager tab • Deletion of predefined BAC Calendar (24x7, Business Hours) causes inability to create Offering Level
  8. 8. 8 October 31, 2016 SLM Forecasting • Status Forecast for the agreement is based on the worst of all KPI statuses • Status Forecast led in Status Snapshot • Drill down from Status Snapshot to SLA Status • SLA Status report (new) • SLA Forecast Alerts • Forecast calculation tracking periods in SLM Infrastructure Settings (default base period is Week, and default forecasted period is Quarter)
  9. 9. 9 October 31, 2016 Troubleshooting and Limitations • Status Snapshot: The status forecast is not displayed if the agreement does not have the default forecast calculation tracking periods (as defined in IS), or if no data is found that can be used to calculate the forecast. • Forecasting cannot be based on a single hour or on the current day. • An agreement must have a tracking period of at least a week or more to generate a forecast for it. • The forecast does not take account of any downtime defined for the future period.
  10. 10. 10 October 31, 2016 Known problems - Forecasting • The forecast calculations are based on averages, so if an agreement contains a KPI that is based on an accumulative result (Outage Duration, Number of Outages, or MTBF KPIs), the calculations yield inaccurate forecast results. • Wrong messed Expected Breach Date may appear in SLA Status report if generated during agreement's calculation. • In order to see calculated Forecast results when generate SLA Status report, change log level to ‘DEBUG’ for SLM BL-DAL.
  11. 11. 11 October 31, 2016 SLA Reports’ Additional Values • Provide additional information with the main value of KPI • Additional Values xml in SLM Infrastructure Settings • AV ‘Samples’ is set to ‘true’ by default • ‘Show Additional Values’ advanced option in SLA reports
  12. 12. 12 October 31, 2016 Troubleshooting and Limitations • When the KPI uses a time-based calculation method, only the Samples additional value is displayed; the calculation method must be changed to sample-based in order to view other additional values. • After setting more additional values to ‘true’ in xml, agreement’s recalculation is needed in order to view calculated values in reports. • Configuring more additional values for calculation may cause slower report generation.
  13. 13. 13 October 31, 2016 Known problems – Additional Values • Mechanism of summarizing is not working properly for group CI (EUM Application Related Group CIT and up: Application, SLA) that contains both RUM Pages and RUM Transaction monitors. As result of that Met Threshold and Failures additional values’ calculation is wrong. • Sometimes Standard Deviation additional value is not displayed due to problem with STD algorithm • 2 identical additional values "Meet Threshold" for Performance Six Sigma KPI in xml
  14. 14. 14 October 31, 2016 Ticketing integration with HP ServiceCenter in SLM • HP BAC integrates with HP ServiceCenter to collect information on open incidents for business services • Data for incidents is retrieved using the EMS Integration tool, which sets up a SiteScope HP ServiceCenter monitor to import the topology for the services and their incidents • The result of this process is to create new Business Service CIs with child EMS Monitor CIs • You include system incidents in service agreements by adding the relevant Business Service CI, or the child EMS Monitor CI
  15. 15. 15 October 31, 2016 Ticketing integration with HP ServiceCenter in SLM (cont.) • New sample type “ticket” • New table in Profile DB “M_TK01F1_F” • New KPIs: MTTR, MTBF, MTBSI • KPI parameters: Initial State, Final State, Severity
  16. 16. 16 October 31, 2016 Ticketing integration with HP ServiceCenter in SLM (cont.) • Specific KPIs for handling HP ServiceCenter data are automatically attached to the EMS Monitor CI: − MTTR: the percentage of incidents during a time period whose repair time was within a specified threshold. − MTBF: average time span when there were no open incidents for a business service, during a time period. − MTBSI: average time span between the opening of one incident to the opening of the next incident, during a time period. • Calculations for the MTTR, MTBF, and MTBSI KPIs use the status (state) and severity values received in the samples from HP ServiceCenter
  17. 17. 17 October 31, 2016 Troubleshooting and Limitations • The Business Service CI uses the Incidents Group rule as the default group rule for the MTTR, MTBF, and MTBSI KPIs. The logic for this group rule assumes that there is a single child CI; however, if the Business Service CI has more than one child using these KPIs, you must manually change the group rule for these KPIs to the Worst Child (Min) rule. • By default, SLM sets the Severity parameter for the system incident KPIs to 3 (equivalent to Average severity in ServiceCenter). Incidents of severity 4 never go into BAC. • Downtime events are not considered for agreements with Ticketing KPIs
  18. 18. 18 October 31, 2016 Troubleshooting and Limitations (cont.) • An incident is considered in the calculations for a calendar if its Initial State timestamp is within the calendar. Only the repair time within that calendar is counted for calculation purposes. • If an incident starts in one tracking period and ends in a different tracking period, it is not included within the calculation for each period. For example, if an incident starts on Monday and ends on Wednesday, the data for the incident is not included for Monday or for Wednesday - but is shown in the data for the entire week that includes these days.
  19. 19. 19 October 31, 2016 Known problems – Ticketing SLM • SAM Admin UI: Exception is displayed in case of HP SC monitor connection problem • There is no handling of a severity change in an incident (example: if change the incident severity BELOW the filtering of BAC - the result: the incident stays open in BAC forever). • If SLA contains Ticketing KPIs, the calculations yield inaccurate forecast results.
  20. 20. 20 October 31, 2016 Questions about SLM? •