BMC Service Resolution Levels

BMC Service Resolution optimizes the way event generation and incident creation processes operate together to manage your IT.

The following information is provided:

Interaction between the Event Monitoring and the Incident Management system

The following table describes the functions of the event monitoring system and incident management system.

Event Monitoring	Incident Management
Focuses on events. Leverages event's correlation with CI (configuration item). Validates and reports the impacted items. Manages the life-cycle of an event.	Focuses on incidents. Events are details that enrich an incident. Incidents are intended to capture all related information that ultimately leads to identifying and resolving the root cause of a reported issue. Manages the life-cycle of an incident.

BMC Service Resolution enables optimum interaction and collaboration between the event monitoring system and incident management system. BMC Service Resolution does not just focus on creating an incident for every event, but instead transforms infrastructure events into a set of related Infrastructure incidents and Impact incidents that can be routed and managed to closure.

The level of interaction is established based on the maturity of event monitoring system.

BMC Service Resolution levels

Depending on the maturity of Event Monitoring system in your IT environment, BMC Service Resolution can operate at different levels. At each level, different incidents are created.

The following topics describe different service resolution levels and type of incidents created at each level.

Level 1: Event-based Service Resolution

Maturity level: Event Monitoring system does not use the CMDB and is limited to Event information.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: For every event, an Event Incident is created and routed to the appropriate service desk technician.

Routing options: Based on operational categories.

End-to-end flow: See Event-based Service Resolution.

The following diagram illustrates how Event incidents are created in Level 1.

Level 2: Infrastructure-based Service Resolution

Maturity level: Event Monitoring system uses CMDB. The categorization of CIs are normalized, and either resolution product categorizations or Supported By relationships to CIs are used for routing.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: At this level, the Infrastructure CI is identified from the event. A single Infrastructure incident is created with event and infrastructure CI information and is routed to the appropriate service desk technician.

Routing options:

Based on Operational Categories
CI Supported By
CI Managed By
CI Location
CI CTI-Resolution Product Categories

End-to-end flow: See Infrastructure-based Service Resolution.

The following diagram illustrates how an Infrastructure Incident with event information is created in Level 2.

Level 3: Impact-model-based Service Resolution

Maturity level:Incident management uses CMDB and service model is deployed to relate CIs, the categorization of CIs are normalized, and either product categories, supported by, managed by or CI location are used for routing. Models are leveraged to determine the impact of events on key business services or applications.

Policies used: Causal Component-Optimized and Impacted and Causal Component-Optimized.

Incidents created: At this level, both the Causal CI and the Impacted CIs are identified. Causal Incident is created with event and Causal CI information. Impact incidents are created with information about the higher level impacted business service or CI and are routed to the appropriate service desk technician.

Routing options:

Based on Operational Categories
CI Supported By
CI Managed By
CI Location
CI CTI-Resolution Product Categories and/or Service CI CTI-Product Categories

End-to-end flow: See Impact-model-based Service Resolution.

The following diagrams illustrate how Causal Incident with event information and Impact incidents are created in Level 3 depending on the policies used.

BMC Service Resolution levels and policies

Refer to the following table to understand the relationship between service resolution levels and policies that are used for incident creation.

Policy	Level	Incident model	Type of incident
Event_Propagation_To_Remedy_Help_Desk	1	Event Only (No CI)	Event incident
Event_Propagation_To_Remedy_Help_Desk	2	Event and CI	Infrastructure incident
Causal Component-Optimized	3	Causal with Impact relationships	Causal incident
Impacted and Causal Component-Optimized	3	Causal with Impact relationships and Impact incidents	Causal and Impact incidents

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