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You can use service models to leverage the problem-isolation capabilities of BMC TrueSight Operations Management. With service models, you can perform the following activities:

  • View the overall status summary of a service model and focus on a Configuration Item (CI) to find the root cause of any issue.
  • View the top-level service node to understand the overall health of a service.
  • View each CI associated with the service to analyze the status of that CI.

Before you begin

  • To view the service model and take appropriate action, make sure your TrueSight Infrastructure Management server is registered with TrueSight Presentation Server.
  • To perform activities related to a service model from the TrueSight console, you should have service-operator-level access or higher.

To view a service model

  1. In the TrueSight console, select Monitoring > Services.
  2. Click the service name.
  3. In the Service Monitoring page, click the Model tab.

The service model is displayed showing the current status of that service. The top-level node in the service model represents the service. Each node associated with the top-level service node represents a Configuration Item (CI). A CI is a uniquely identifiable component of a service model. CIs typically include hardware, software, buildings, people, and formal documentation, such as process documentation and Service Level Agreements (SLAs). The color of each CI determines the severity status of that node. The severity status of the individual CI is used to calculate the overall status of the service. For example, even if one node in the service model is in Unavailable status, the entire service is considered to be in an unavailable state. You can view the events and devices associated with that CI. The following figure is an example of a service model.

Note

For browser related to issues when viewing a service model, see Troubleshooting the browser-related issues when viewing service models in the TrueSight console.

 

Example of a service model

User goals and features

The Model tab in the Service Monitoring page provides you with the capabilities for addressing the following business goals:

GoalDescription and reference
Change the orientation of a service model

Depending on the hierarchy in which you want to view the model, click the action menu and select from one of the following choices:

  • Top to Bottom
  • Bottom to Top
  • Left to Right
  • Right to Left
Highlight only impacted CIs

Click the action menu  and select from one of the following choices:

  • Spotlight ON to highlight only the directly impacted nodes. The rest of the nodes in the service model are dimmed.
  • Spotlight OFF to view all the nodes in the same brightness.

Note

The root node is always shown as highlighted irrespective of the selected spotlight option.

Zoom in and zoom out the service modelClick the zoom out or zoom in feature on the right corner screen of the Model tab to enlarge or shrink the service model for better viewing.
Expand and collapse the CI node hierarchy

The service model is initially collapsed and displays only the first-level hierarchy. Following are different ways to expand and collapse the nodes in the service model:

  • Expand or collapse the child nodes by one level by using one of the following methods:
    • Click the plus button  or minus button located on the bottom-right corner of a CI node.
      The node is expanded or collapsed by one level.
    • Click the Expand Node/Collapse Node label in the CI details area below the service model.
      The node is expanded or collapsed by one level.
  • Expand or collapse all the nodes associated with a child node of a service model by clicking Expand All/Collapse All option in the CI details area.
  • You can also expand or collapse all the child nodes of a service model by clicking Expand All/Collapse All option located on the right corner screen of the Model tab.

Notes

  • Use the Expand Node/Collapse Node option to expand or collapse the child nodes by one level, if you are using IE browser to view the service model.
  • Use the Expand All/Collapse All option available in the CI details area to expand or collapse all the nodes associated with a child node irrespective of the browser used to view the service model.
  • Use the Expand All/Collapse All option available on the right corner screen of the Model tab to expand or collapse all the child nodes of a service model irrespective of the browser used to view the service model.
View the CI name

Click an individual CI node in the service model.

The CI node details are displayed below the service model as shown in the preceding diagram.

  • View the CI name in the area below the Node Name label.
  • View the CI type in the area below the Type label.
  • View the CI priority in the area below the Priority label.
  • View the CI status in the area below the Status label.

Note

To select a node in the service model, click the icon or node name located at the center of a node.

Change the CI status

Click an individual CI node in the service model.

Click the action menu  to change the CI status as explained below:

  • Select the Set Maintenance Mode to place the CI in maintenance mode.
  • Select the Set Manual Status to change the CI status manually.
  • Select the Clear Maintenance Mode to remove the CI from maintenance mode.
  • Select the Clear Manual Status to clear the CI status manually.

Notes

  • To change the CI status, ensure that you have Service Administrator level access.
  • When you set or clear the CI status, no new events are generated and sent to the TrueOps mobile app. However, events are sent to the TrueOps mobile app for any status change after setting the CI status.
View the events and devices associated with a CI

Click an individual CI to view all the events and devices associated with the CI.

  • The Events tab in the details area displays the direct impacting events. This information is propagated from the Monitoring > Events page. For more information about monitored events and the actions you can take, see Performing event operations in the TrueSight console.
  • The Devices tab in the details area displays the device details. This information is propagated from the Monitoring > Devices page. For more information about monitored devices and the actions you can take, see Changing the view on the Devices page.
     

    Note

    The Devices tab applies only to computer system CIs and not to the other CIs.


View the monitors associated with a CI

Click an individual CI to view all the monitors associated with the CI.

View the CI details

Click an individual CI to view the node details associated with the CI. 

The Details tab in the details area displays the detailed description about the CI as explained in the following section:

 Click here to view the Node details

  • The Summary tab displays the basic CI details as shown in the following figure:

  • The Priority and Cost tab displays the priority and impact information about the node as shown in the following figure:

  • The Status tab displays the basic information about the CI status and the status computation model as shown in the following figure.

  •  The Schedule tab displays the time periods when the selected component is in service as shown in the following figure:

  • The Advanced tab displays the information about identification, creation and modification time, and read/write permissions for groups for the selected CI as shown in the following figure:

View the applications associated with a CI

Click an individual CI to view all the applications associated with the CI.

  • The Applications tab in the details area displays all the applications that are associated with the CI. Click the individual application to view the application details. For more information, see Viewing the details of an application .

To close the node details windowClick the close button to close the details display area of the individual nodes of the service model.