End to end service level management

This topic contains a scenario in which an event impacts service level agreement (SLA) compliance, milestones are triggered, and the potential impact on SLAs are visible to IT personnel working on issues as well as to executives monitoring overall SLA compliance. When the issue is addressed, key performance indicators (KPIs) monitored by BMC Service Level Management are restored to an acceptable range and SLAs become compliant again.

• • Products involved
  • Prerequisites
  • Technical use case

Prerequisites

• A discovery tool has scanned existing assets and migrated the data into BMC Atrium CMDB, where it is reconciled with the production dataset.
• BMC Atrium Impact Model Designer created impact relationships based on a business service model.
• Service targets have been configured in BMC Service Level Management to assign penalties for noncompliance when a business service is in a state of alarm for a predetermined period of time.
• An SLA has been created in BMC Service Level Management, and that SLA has been associated with a business service CI in the service model.

Technical use case

1. An event causes a business impact.
2. A business service is impacted as reported by BMC Performance Manager Portal.
3. BMC Service Level Management polls BMC ProactiveNet Performance Management through Impact Integration Web Services (IIWS) on the status of business service CIs and discovers that the CI is impacted.
4. Based on the SLA previously set up in BMC Service Level Management, the business service SLA is determined to be out of compliance.
5. The Service Level Management Dashboard in BMC Service Level Management reports the out-of-compliance information.
6. The SLA status for the impacted CI appears in BMC Performance Manager Portal as breached.
7. BMC Dashboards for BSM reports the breached SLAs.
8. When the CI is no longer impacted, BMC Service Level Management, which polls the CI status periodically, recomputes the SLA status and finds that the SLA is now compliant.
9. BMC Performance Manager Portal reports the improved status of the SLA.
10. BMC Dashboards for BSM also reports the improved status of the SLA.