Getting started with service monitoring

Service monitoring and management provides you, the IT Services operator, with a visual representation of the business services in your environment, and the ability to identify and diagnose issues. The color-coded and priority-ranked Services page enables you to determine which services require attention. You can drill down to any service from the Services page and view details on the Service Monitoring page. From the Service Monitoring page, you see all the information — service details, service model, events, and devices — filtered by, and in the context of, the selected service. You can see the relationship between service components and understand the impact of events on your users.

Service data providers

While any user can view service data and drill down to diagnose the root cause of a problem, no data is available until services are in the system. A service model administrator can manually create service models through BMC TrueSight Infrastructure Management. The tools you use to create and edit the service model depends on the products you have installed and integrated with Infrastructure Management as shown in the following table:

Integrated productsTools
Standalone Infrastructure ManagementUse the Services Editor in the administrator console. For more information, see Editing a service model using Infrastructure Management administrator console.
BMC Atrium CMDBUse Impact Model Designer to create and maintain the service models. For more information, see Building and publishing service models from BMC Atrium CMDB.
BMC Atrium CMDB with BMC Atrium Discovery and Dependency MappingUse BMC Atrium Discovery and Dependency Mapping to discover the infrastructure components and their relationships. Use Impact Model Designer in Atrium Core Console to refine the sub-models and relate them to the higher-level configuration items (CIs). For more information, see Editing Service Model components.

Identify impacted services

From the Services page (Monitoring > Services) in the TrueSight console, you can see a high-level, real-time view of all your services. You can view, and sort services by priority (highest, high, medium, low, lowest) or by their status (unavailable, impacted, minor impact, warning, information, OK, unknown, and blackout).

Example of Services page sorted by status

Diagnose a service problem

Select a service to view the service details, service model, events, devices, and monitors associated with the service.

View a service model

With the service model, you can view the overall status summary of a service and quickly pinpoint the impacting node. You can further investigate the problem, view the events and devices associated with the node, and determine the root cause. You can view both the discrete and distributed service models in the TrueSight console. 

Change the status of the service node

You can change the status of a service node, or place a service node in maintenance mode, while debugging a service issue.

View the events, devices, and monitors

You can view events, devices, monitors, and node details associated with a specific service node. These events, and devices data, is derived from the Infrastructure Management Server.

Closely monitor specific services using services dashlet

You can also set up a services dashlet to closely monitor specific services. From the dashlet library Open link , select the services dashlet. Choose the services from a list of services, or based on criteria such as status and priority.

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