This session is an introduction to building rules into service models. Rules enable you to manage the definitions of severity and priority and automated actions, such as notifications. These rules also enable you to proactively monitor and manage the service infrastructure in real time. The solution provides more than after-the-fact reporting on technology performance and availability; it provides a view into the current trajectory of service performance and into potential service breaches before they occur. This allows IT to apply the proper resources to the highest priority services as required. The Novell solution also factors in multi-faceted rules and visualization. This allows you to prioritize performance against availability. An example of this would be raising awareness before an event that will affect performance while that service is still available. The Novell solution is a true "service" monitoring and management solution because of its ability to calendar business hours, and because use and demand are also factored in when calculating service awareness and breaches versus pure up/down availability. Finally, the session will discuss and demonstrate how these rules are configured; it will discuss best practices for configuring/defining, and the real-time multi-dimensional visualization of the service via the appropriate dashboards.

1. Rules, Rules, Rules
Proactively Automate the Management
of the Service Infrastructure
Karen Charles John Woodard
Product Manager Technical Sales Specialist
kcharles@novell.com jwoodard@novell.com

2. Overview
How can we manage the service using Novell ®
Business Service Level Manager ? ™
What services do we want to monitor?
What information is important to us?
How can we notify staff when our services fail?
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3. Novell Data Center Solutions
®
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4. Data Center
Business Service Management
Business Service Management – Enables IT to
provide a service view of the infrastructure aligned to
the business measuring real-time operations, while
providing control over the infrastructure.
Operating Controlling
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5. Data Center
Business Service Management/Overview - How Does it Work?
Visualize
Browser Based
Java-based
Web 2.0
Client
End-to-End Management Dashboards
Configuration Management
End-to-end Management Configuration Management
Novell Business Novell Business Novell Business
Model and Analyze
® Novell
Service Manager ™
Service Level Manager ™
myCMDB ™
CMDB360 ™
Intelligent Service Model
Data Center Order Processing Data Base
Web Services LAN
Business Metrics
Generated Revenue Inventory Transaction Volume
Federation
Integrate
Management Performance Management Problem Virtual Data Release Configuration 3rd Party CMDB
Trans Value Technology
Trans Volume
Trans Value Discovery Open Source Incident Change Asset Metrics Facility Trans Volume
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6. Business Service Level Manager TM
• Fully automated real-time and historical analytics
• Complete integration of both technology and
business service metrics
• Real-time dashboard analytics and reporting
• Flexibility to choose any service, component, or
metric as the basis for a Service Level Agreement
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7. Storing Key Metric Data
• Input data:
– Send in raw data
– Send in key metric data
– Use element condition data
• Objective type:
– Availability
> Calculated using element condition
> Can use general availability, child availability, or a customized availability
– Calculation
> Calculated using an alarm property
> Key metric can be a calculated percentage based on match criteria, sum,
average, minimum, maximum, or the property value
7 © Novell, Inc. All rights reserved.

8. Controlling Element Condition Data
• Use algorithms to calculate the element condition
– Default shows highest severity of child element
– Algorithm library:
> Average
> Lowest
> Different variations that can be customized
– Custom algorithm actions:
> Gather elements
> Eliminate elements
> Simple calculations (highest, average, lowest)
> Fire a script
• Algorithm tracer
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9. Using Automations to Notify
Triggers: Actions:
– Play a computer sound
– Alarm opened or closed
– Send an e-mail
– Element condition change
– Pop-up a message
– Service level breach – Run a script
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10. Let's Put It All Together
Demonstration
Questions and Answers
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12. Unpublished Work of Novell, Inc. All Rights Reserved.
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