This document provides an overview of Service Level Management (SLM) in HP Business Service Management (BSM) 9.0. It discusses SLM terminology, the SLM administration interface for creating and managing Service Level Agreements (SLAs), and the SLM application for viewing reports on SLA performance and compliance. Key topics covered include the SLM data flow, building SLAs using business services, defining service and CI offerings, and various SLM reports for analyzing SLA status.

1. © 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Introduction to SLM
Administration and
Application in BSM9.0
Evgeny Nuss, evgeny.nuss@hp.com
April 2010

2. 2 October 31, 2016
Agenda
• What’s SLM in BSM?
• SLM terminology
• SLM Administration overview – demo
• New in BSM 9.0 - Health Indicators in SLA
• SLM Application (Reports) overview – demo

3. 3 October 31, 2016
Introducing Service Level Management
• In simple words …
− With SLM we define a service level agreement (SLA).
− The agreement is measured over time.
− Provides the status according to the agreement.
• Business summary:
SLM helps us to monitor contracts between a
customer and a service provider, as a part of the
entire BSM solution, and produce reports that
measure service level agreement (SLA)
compliance.

4. 4 October 31, 2016
SLM as a part of the BSM
• Built on top of the model (Universal CMDB)
• Uses raw data reported to BSM by different Data
Collectors (BPM, SiteScope, RUM, BPI, etc.)
• Calculations and aggregations made by
Offline Business Logic Engine (a.k.a. Bambino)
• All SLM reports are generated according to
aggregated data stored in the Profile Database to
improve the speed and performance of report
generation

5. 5 October 31, 2016
SLM Data Flow in BSM
Profile
Database
Universal CMDB
Offline
Business Logic
Engine
(Bambino)
SLM Reports
SLM Admin
(Gateway server)
(Data Processing server)
(Gateway server)
(Embedded or External)

6. 6 October 31, 2016
BSM / SLM terminology
• CI (configuration item) – an entity from a CMDB view, that can be a part of
SLA and can be measured by SLM.
Example: Application, BusinessService, BusinessTransaction, SiteScope monitor.
• KPI (key performance indicator) – what quality is being measured for a
specific CI.
Example: Application Availability, Backlog, MTBF.
• HI (health indicator) - shows detailed health of CIs (more fine grained than
KPIs). HI is feed using the selector and KPI is feed from its relevant HIs.
Example: Synthetic User Transaction Performance, BPM Response Time.
KES mechanism is responsible for assigning HI and KPIs
automatically, as part of the SLA creation wizard.
• Business Rule (of KPI / HI) – business logic how to calculate the KPI/HI.
Example: Group Average Value, Best child, BPM Percentile, Outage based on
Availability.

7. 7 October 31, 2016
SLM terminology – SLA properties
• Target – The KPI / HI status that we wish to present.
Example: Exceeded, Failed, Breached.
• Calendar – The period of time for which SLA calculations are made.
Example: Business Hours, 24x7.
• Tracking period – The granularity of time for which calculations
are made.
Example: Hour, Day, Quarter.

8. 8 October 31, 2016
SLM terminology – SLA properties
(cont.)
• Objectives – thresholds that determine the status of a specific KPI
or HI, in a specific tracking period and in a specific calendar.
• Outage – A defined sequence of sample failures that we wish to
present in special Outage reports.
Example: 5 sequential failures, 15 minutes of failed samples.
• Weights – used to reflect the relative importance of each child CI in
KPI calculations for the parent CI.

9. 9 October 31, 2016
SLM terminology
• SLA Data Correction (former Downtime event) – A
previously known event (i.e. maintenance) that will cause
poor performance, that we wish to exclude from the
calculations.
Example: Every 2nd
Sunday, from 01:00 to 04:00.
• Re-calculation - The ability to perform retroactive
calculation of the SLA, due to configuration changes (i.e.
adding new CIs, changing objectives, defining downtimes)
that we wish to be considered in the past.

10. 10 October 31, 2016
Accessing SLM in BSM UI
• Service Level Management administration and reporting
are accessed from two different areas of HP BSM:
− Service Level Management Administration
− Service Level Management Application
• Both SLM areas also accessed from Site Map:

11. © 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Service Level Management
Administration overview
Evgeny Nuss

12. 12 October 31, 2016
Service Level Management administration
structure
• SLM Administration includes the following tabs:
− Agreements Manager: create and manage your agreements and recalculate
existing agreements
− SLA Data Corrections: define downtime that represent actual event
occurrences that may skew results and which you may want to exclude from reports
− SLA Alerts: create SLA Status or Forecast alert notifying user of changes to the
status of an SLA’s KPI – Out of Scope
− Assignments: view and modify the definitions for the automatic assignment of
HIs, KPIs and business rules to monitoring CIs included in SLA and also automatic
propagation of KPIs to higher-level CIs
− Services Manager: define business service CIs with service offerings that set
service objectives
− Repositories: edit or create Calendars, Service and CI Offerings, Outage
categories, KPIs, HIs and business rules

13. 13 October 31, 2016
Agreements Manager page functionality
• Enables you to create SLAs or to perform actions on
existing SLAs:
− Define a new agreement
− Start the agreement
− Edit the agreement / View SLA
− Clone the agreement
− Stop (terminate) the agreement
− Delete the agreement
− Schedule recalculation task / Cancel it
− Open SLAs Summary Report
− Export to Excel / PDF

14. 14 October 31, 2016
Possible states of agreements
• Preliminary: The SLA has not begun running. Click the Start button
to start calculations for the agreement.
• Pending: The SLA has been started, but its Start Date is in the
future.
• Recalculating (x%): The SLA is in the process of being
recalculated. The progress of the recalculation is shown in
percentages.
• Running: The SLA collects data. You cannot change the Start Date
and time zone.
• Awaiting Recalculation: The SLA is scheduled for recalculation
at the displayed date and time.
• Terminated: The SLA finished running and no longer collects data.
Terminated SLA cannot be restarted.

15. 15 October 31, 2016
Create SLA in SLA wizard - demo
• http://labm3am218.devlab.ad/bsm/
• http://labm3am263.devlab.ad/bsm/

16. 16 October 31, 2016
Building Agreements - Service-Based
Process
• Enables to build an agreement based on defined business
services
• Each business service is represented by a Business
Service CI
• Business Service CI contains all the CIs in the CMDB that
are related to that service
• User has the option to filter the service-related CIs that are
included in the business service topology (perform Fine
Tuning)
• User has to apply a service offering for the service in an
SLA

17. 17 October 31, 2016
Service and CI Offerings Overview
• Offering is a set of defined objectives for multiple KPIs, designed for
use in SLAs.
• Applying service offerings to Business Service CIs avoids the need to
edit each KPI individually.
• When you create a SLA, one of the associated Service offerings must
be selected for each included Business Service CI and one of CI
offerings for included non-Service CIs
• The objectives specified in the service offering are then applied to
that service and all its children
• You also have the option to attach a service offering within the SLA

18. 18 October 31, 2016
Workflow for Using the SLM Process
• Define service Providers and Customers in Business
Units view
• Define custom Calendars and Outage categories
• Define Service offerings and CI offerings
• Define Business Service CIs with their topology and
associate Service Offering
• Define SLA in Create Agreement wizard
• Add Business Service CIs to SLA and select service
offering
• Fine-tune KPIs, HIs, Business Rules, Calculation Method
and CI weights

19. 19 October 31, 2016
SLA calculation – HIs and KPIs
• HI is feed using the selector and KPI is feed from
its relevant HIs or other KPIS
− In SLM for each KPIHI we have multiple objective.
− We have Objective for each Calendar x Tracking Period
to allow the user to have different thresholds
• KPI Calculation Method:

20. 20 October 31, 2016
Services Manager - demo
• Create Service
• Edit Service
• User can create new SLA from Business Service
• Show SLAs related to Service

21. 21 October 31, 2016
Create/Edit Business Service wizard - demo

22. 22 October 31, 2016
SLA Data Corrections overview
• Former Downtime Events
• to schedule time periods of downtime and other events
that affect data in agreements
• Relevant periods are shown with Downtime status in
Service Level Management reports
• SLA DC - an event that affects specific agreements:
− Event for a specific agreement or for all agreements
− Once scheduled or recurring event
− Retroactive or future event
• Also SLM supports centralized BSM 9.0 Downtime (BSM
Platform Downtime event)

23. 23 October 31, 2016
Assignments overview - demo
• KES4SLM user interface (KPI and HI Enrichment Service)
• All KES definitions are on CI Type level
• Health Indicator Assignments – assignment of HIs and
Business Rules
• KPI Assignments – assignment of KPIs, Related HIs, Calculation
Method and Business Rules
• KPI Propagation Rules:
− define exceptions to the default KPI propagation
− by default, when a KPI is assigned to a CI the KPI is propagated to
the CI's parents, with the default Group rule

24. 24 October 31, 2016
SLM Repositories - demo
• Repositories tab includes following repository
pages for Service Level Management:
− Service and CI Offerings
− Calendars
− Outage Categories
− KPIs
− Indicators
− Business Rules

25. 25 October 31, 2016
Calendars page
• Calendars define the periods for which Service Level
Management performs data calculations.
• SLM includes two default calendars: 24x7 and Business
Hours.
• Weekly, Yearly and Compound types
• The defined calendars are then available for using when
defining service offerings and SLAs.
• User can define as many calendars as required, but only
can select up to 3 per agreement.
• SLM reports organize results according to calendars.

26. 26 October 31, 2016
Service and CI Offerings page
• Enables you to manage Service and CI offerings
• Service Offerings include four preconfigured offerings:
Default, Gold, Platinum, Silver
• CI Offerings includes Default OOTB offering
• Available functionality:
− Define a new service / CI offering
− Edit service / CI offering
− Clone service / CI offering
− Delete offering
− Copy to CI / Service Offering

27. 27 October 31, 2016
Outage Categories page - demo
• Lists the default and user-defined outage
categories defined for SLM.
• Includes four preconfigured outage categories:
Database, Network, Undefined, Webserver
• Enables user to create and edit outage
categories.
• The outage categories enable user to categorize
the probable outage cause for a CI.
• User cannot delete an outage category.

28. 28 October 31, 2016
KPIs, Indicators and Business Rules
• KPIs help to monitor business objectives, and to
track critical performance variables over time.
• SLM business rules define the logic to be used
when calculating measurements for a KPI and HI.
• Available functionality - demo:
− Cloning existing KPI or rule
− Overriding existing KPI or rule
− Creating a new KPI or rule
• Indicators – common for SH and SLM

29. © 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Service Level Management
Application (reports)
overview
Evgeny Nuss

30. 30 October 31, 2016
Service Level Management application
structure
• SLM Application includes the following tabs:
− Status Snapshot (up-to-date information about the worst-
performing agreements in the current tracking periods, and in
previous, closed periods)
− SLA alerts – Out of Scope
− SLA Reports
− Outage Reports (manage and control outages - periods of time
during which measurements fail)
− SLA Management (view services provided by your department)

31. 31 October 31, 2016
General concept
• SLM reports show you how well actual service levels
compare with your goals.
• The reports provide users with a view of the whole
system, and enable to get an early warning of potential
problems, before agreement violations occur.
• Service Level Management:
− displays a report with the last agreement selected
− displays reports with a minimum time granularity of one
hour
− generates a report according to the aggregated data
stored in the database
− can display up to 60 data points in each table.

32. 32 October 31, 2016
Status Snapshot – general + demo
• Used to track worst-performing (or best performing)
agreements, and get a quick snapshot of agreement
status
• Displays up-to-date information about the worst-
performing agreements in the current tracking periods,
and in previous, closed periods.
• Left pane “Worst-Performing SLAs - Current Periods”
• Right pane “Worst-Performing SLAs - Previous Periods”
• Different agreements may be displayed for each of these
categories.
• An agreement is included in the Status Snapshot page
only if it has relevant data.
• The Status Snapshot page is refreshed every 5 minutes.

33. 33 October 31, 2016
Worst-Performing SLAs - Current
Periods
• Displays status information for the worst-performing
agreements in the current tracking periods, and the
predicted agreement status at the end of the forecast
period.
• The SLAs field displays the names of the agreements,
providers, customers or services selected for the report.
• The status-to-date information displayed in the Status
Snapshot (for example, Week, which gives week-to-date
information) shows data that is correct up to two hours
ago.
• Drill down to SLA Status report

34. 34 October 31, 2016
Worst-Performing SLAs - Previous
Periods
• Displays information for the worst-performing
agreements (out of the agreements selected) in
previous, closed tracking periods (periods that
have passed their end date), over the past six
months.
• Only Week, Month and Quarters periods
• If a period is grey, either the period has not yet
finished, or no data exists for that period.

35. 35 October 31, 2016
SLA Status report
• Displays agreement status for the current period, and
provides a forecast of agreement status at the end of a
calculation tracking period.
• Use to determine if current service levels may lead to a
future breach of the agreement
• Agreements that do not correspond to the filtering criteria
(for example, they do not use the defined calendar) are
not included in the report.

36. 36 October 31, 2016
SLAs Summary report - demo
• Displays a list of agreements and their status, organized
by KPI/calendar/time period.
• Use to view a summary of data for all (or specific)
agreement
• You can drill down from this report to the CI Summary
report. This enables you to identify the measurement
causing a problem in SLA.

37. 37 October 31, 2016
CI Summary report - demo
• Drill-down from the SLA Summary report. The report
displays status for CIs in the branch for a selected CI (up
to four levels), organized by KPI/calendar/time period.
• Use to find CIs that did not reach their objectives

38. 38 October 31, 2016
HI CI Summary report - demo
• New report in BSM 9.0
• The only place in SLM Application you can see data on HI
level

39. 39 October 31, 2016
CI Impact report - demo
• Displays KPI results for a selected CI across all the
agreements in which it is included.
• The report displays status organized by KPI/calendar/time
period.
• Use to compare the availability and performance of a CI
across several agreements

40. 40 October 31, 2016
Time Range Comparison report
• Enables you to compare status for up to eight time ranges
for CIs in an agreement.
• Displays status for CIs in the branch of a selected CI for a
selected calendar and KPI.
• The added value in this report is that it displays a trend
between two time ranges.
• Use to compare time ranges to determine whether
availability and performance have improved

41. 41 October 31, 2016
CI Over Time vs. Target report
• Displays KPI results over a time period for a selected CI,
against the target objective for each time period
• Use to see how well a CI has performed compared to its
objectives
• Results can be displayed in Graph or Table format.

42. 42 October 31, 2016
CIs Over Time report
• Displays a graphic display of status over time for selected
CIs, for a specific KPI and calendar.
• Use to follow the results of a particular CI over a time
period and compare with other CIs
• Results can be displayed in Graph or Table format.

43. 43 October 31, 2016
Outage Reports
• Outage Reports enable users to manage and
control outages (periods of time during which
measurements fail), thus improving service
levels.
• Outages definition - during agreement
creation

44. 44 October 31, 2016
Outage Reports – cont.
• Outage Summary report:
− Displays a list of outages for selected CIs.
− Use to view outage information for a specific agreement
• Outage Breakdown report:
− Displays outage breakdown organized by outage KPIs and groups
− Use to view a breakdown of all outages for certain CIs, to see to
which category a CI belongs
• Outage Distribution report:
− Displays outage distribution organized by outage KPIs and groups
(CIs, categories, or both)
− Use to view the outage distribution of selected CIs, to see which CI
or category has the most outages, or has outages with the longest
duration

45. 45 October 31, 2016
SLA Management tab functionality
• Enables user to view information about the
connections between business services, business
units, and agreements
• Available views in View Explorer:
− Business Services (contains all Business Service CIs
defined in the CMDB)
− Business Units (contains all Business Unit CIs defined
in the CMDB)
− Service Providers (contains all Business Unit CIs that
represent internal and external service providers, and
the Business Service CIs associated with the provider)

46. 46 October 31, 2016
SLA Management tab functionality –
cont.
• Business Services view:
− When a Business Service CI is selected, the right pane displays
details about the service
− If there are associated agreements for the service, the pane also
displays details about the agreements
− CI Impact Report button to open the CI Impact report for the
selected Business Service CI
• Business Units and Service Providers views:
− When a Business Unit CI representing a provider or customer is
selected, the right pane displays details about the CI
− If there are associated agreements for the provider or customer,
the pane also displays details about the agreements
− SLAs Summary Report button to open the report for all relevant
agreements

47. © 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Questions, more information -
evgeny.nuss@hp.com