Creating service models

The process of creating a service in a service model involves the following general steps:

  • Add service details such as service name and an optional criticality
  • Add dynamic content or static content or both 

  • (Optional) Add labels
  • (Optional) Add health indicators
  • (Optional) Add event rules
  • (Optional) Customize health profile



Related topics

Roles and permissions

Start anywhere application modeling Open link

Monitoring services

Predicting and proactively resolving service outages

Example

Susan is a service designer at Apex Global and is responsible for creating a service model for the order processing service required for her organization.

This service consists of the following services:  PackagingStorageOrder RequestShipping, and Billing & Payment. The Retail service is subdivided into functional or physical services: The Billing & Payment service can be subdivided into functional or physical services such as DatabaseNetworkMainframe, and Retail-AWS.

Because Billing & Payment is an important service for the business, any impact to it must be analyzed and resolved immediately. Therefore, Susan decides to define this service in a way that the slightest of impact is given the utmost importance. Susan learns that she can use the BMC Helix AIOps capabilities to customize the health score for critical events and create rules to filter specific events for the Billing & Payment service. She must also define a higher health score number for every critical event generated. She defines an event rule and updates the health status configuration values for the critical events. Now, when this service gets impacted, a low health score indicates that she should act on it immediately and restore the health of the service. 

Next, Susan wants to monitor the network utilization for the Network service and also get predictions for an impending impact on the service in the next couple of hours. She defines the Network Utilization metric as a health indicator for this service. Every time the metric value exceeds the threshold, an event is generated, and Susan sees the impact on the service. For other insignificant metrics, even if they are causing an impact, the service remains unimpacted, and Susan can ignore those events. 

All these service modeling capabilities help Susan achieve the following objectives:

  • Service health score and status is computed based on her organization's requirements.
  • Service impact is shown only for the selected events and metrics, thus giving her control over how the service health is computed.

To create a service model

  1. Click Services and then click Create Service.
  2. Click New Business Service and specify the following details in the Define Service pane:
    1. Specify the service name.
    2. (Optional) Select service criticality from the list to mark the importance of the business service.
      By default, no default criticality is assigned to a service.
    3. Click Add Dynamic content to add dynamic components such as blueprints to a service.
      For more information, see To add dynamic content to a service.

      Important

      Either dynamic or static content is essential for defining a service, although you can define both for the same service.


    4. Click Add Static content to add static components such as configuration items (CIs) to the service.
      For more information, see To add static content to a service.

    5. Click Show Labels and select from the list or create one or more labels and assign the key-value pairs to the service.
      Labels act as filters to cater to multiple purposes ranging from monitoring a specific group of services to understanding the system-wide impact of some services, and so on. For example, services can be labeled by the regions they are located in or the departments they belong to.
      You can add a maximum of 10 labels. These labels are added to the Advanced filter list on the Services page.
    6. Click Save and Close.
  3. (Optional) Click Health Indicators, click the service, and then click Add Health Indicator to add the metrics that you want to consider for the service health computation. Also, define alarm policies for those metrics.
    For more information, see Adding health indicators.

    Important

    Defining health indicators is mandatory for service predictions.


  4. (Optional) Click Events, and then click the service to define the rules according to which events are considered for the service health computation.
    If you do not add event rules, BMC Helix AIOps considers all events to compute the service health.
    For more information, see Adding event rules.

    You can define both health indicators and event rules for a service to consider them for the service health computation. For information about how service health is computed when you define both of them, see Understanding service health score.
  5. (Optional) Click Health Profile, and then click the service and perform the following tasks:
    1. Specify whether you want to propagate the health score from the child services to the current service.
      For more information, see
      To stop propagating the health score.
    2. Add balancing profiles.
      For more information, see Adding balancing profiles.
    3. Customize the health score and health status.
      If you don't define the health score and health status, BMC Helix AIOps displays the service health based on the default values. For more information, see To customize health score for a service.
    4. (Optional) View content.
    5. Save and close.
  6. (Optional) Click + Add Service to add more services as part of the service model and repeat step 2 to step 5.
  7. Establish the parent and child relationship between services:

    1. Click and hold the service node that you want to indicate as a parent service.
      An arrow appears.

    2. Drag and drop the arrow on the service node that you want to indicate as a child service. 
      You can also change the relationship later while editing the service.

  8. Save and close.

The following image shows the service model at Apex Global that Susan has created to represent different business services in her organization:



To add a child or parent service to a service model

Important

You can only edit the services created in BMC Helix AIOps. Services created in BMC Helix Discovery cannot be edited using this procedure.

  1. From the Services page, search and select a service you want to edit. 
  2. From the action menu,  select Edit Service.
    The Edit Service page shows the service model.
  3. Hover over a service for which you want to add child or parent services, right-click, and select Add Child Service or Add Parent Service.
  4. (Optional) Repeat steps 2 and 3 for each service in the model.


To view the service details

  1. Click Services.
  2. In the search field, type the name of the service you want to view and click Search.
  3. Click the service tile to view the following details:
    • Service name and severity level
    • Health score

    • Total events
    • Impacting events

    • Impacting sub-services
    • Health timeline

    • CI topology
    • Service hierarchy
    • Health indicators

    • Situations

    • Root cause

    • Service insights
      For information about the displayed service details, see Monitoring service health.


To view child or parent services of a service

  1. From the Services page, search and select a service for which you want to see the child or parent services.
    The service details are displayed.
  2. From the action menu, select Edit Service.
  3. Click the service. 
    The Dependencies section in the Define Service pane shows all the parent services and child services of the selected service.
  4. Click one of the dependencies to view the service name and CI kinds for the parent and child services.


To edit a service

Important

You can only edit the services that are created in BMC Helix AIOps. Services created in BMC Helix Discovery cannot be edited using this procedure.

  1. From the Services page, search and select a service you want to edit.
  2. From the action menu, select Edit Service.
    On the Edit Service page, all other services except the service being edited are grouped under the Additional Services node. Use Disable grouping by Service Hierarchy to ungroup the services and view the entire hierarchy.

    Tip

    If you have a large number of services in the service hierarchy, use the search box to locate a particular service. When the service is located, it is highlighted and all other services are grouped under the Additional Services node at different levels of the hierarchy.

  3. (Optional) Change the relationship between services. 
    1. Right-click the arrow that represents the relationship between two services.
    2. Click Flip Direction.

  4. Edit the other service details as required.

  5. Save and close.

To remove a service and its child services from a service hierarchy

  1. From the Services page, search and select a service that you want to remove from the service hierarchy.
    The service details are displayed.
  2. From the action menu, select Edit Service.
  3. Perform one of the following actions:
    • Right-click the service that you want to delete along with its child services and select Remove element from hierarchy.
    • Right-click the arrow above the service that you want to delete along with its child services and select Remove child element and structure from hierarchy.

To delete a service

  1. From the Services page, search and select a service that you want to delete.
  2. From the action menu, select Delete Service.
  3. Click Process to delete.


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