Note

 

This documentation supports the 20.17.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Configuring service health

Service health enables you to show the status of services that affect business processes to clients and staff members. You configure service health by creating and managing service outages and blackout periods. These outages show health of a service that can be degraded, disrupted, or under maintenance. During a service outage, you can add actions that you are carrying to resolve the outage. Clients can view the updates to a service outage in Self Service. They can also subscribe to email notifications that are generated whenever you update a service outage.

BMC Remedyforce enables you to create current and future service outages. You can also configure a service outage marked as a blackout period to prevent staff members from creating change requests during this time.

The following topics are provided:

Where is service health shown to clients and staff members

Service health in the form of service outages that you create are shown to staff members in the Remedyforce Service Health tab. If the tab is not available to your staff members, they can add it by clicking All Tabs (+). Clients can view service health (or service outages) and updates made to service outages in the View Service Health tab.

Black out periods are also displayed in the Remedyforce Service Health and View Service Health tabs and the Change Schedule.

Clients and staff members can view the service outage history and get email notifications of updates that you make to service outages. They can also view the actions that you add to the service outages. For more information, see Configuring Service Health settings.

The following figure shows service health in Self Service:

Which services are shown in service health

Staff members can view all service outages (including blackout periods) in the Remedyforce Service Health tab. They also get a filter to view only the services affected for an account.

For clients, you can configure to show only those services that are linked to them or all services that are linked to them and the account assigned to them. For more information, see Configuring Service Health settings. You can link services to clients or accounts in the following ways:

  • On the Remedyforce Administration > Manage Users > Clients page, link services in the Services, CIs and Assets tab in the Supporting Information section.
  • On the Remedyforce Administration > Manage Users > Accounts page, link services in the Services and CIs tab in the Supporting Information section.
  • On the Remedyforce CMDB tab, in the Instance Editor, select a client in the Primary Client field.
  • On the Remedyforce CMDB tab, click the Details tab in the Instance Editor, click Account or Clients and link.

Creating a service outage

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu, select Service Outage.
  3. In the Service Outages list view, click New.
    For a business service, you cannot create multiple service outages with overlapping dates. 
  4. On the Service Outages form, the Name field is automatically generated when you save the record.
    You can also enter enter an alpha-numeric value. You can create multiple service outages with the same name, but different start and end dates.

  5. Specify the following details on the form:

    Note

    The Created Date, Created ByLast Modified Date fields are automatically filled after you save the record.

    FieldDetails
    Affected ServiceFrom the Select from Business Services window, select the service that is affected by the outage. You can create service outage records on a CI of a Business Service class only.
    Blackout period

    Select this check box if you want to prevent change requests from being created between the outage start and end dates.

    If any open change requests exist during the blackout period specified by the Start Date and End Date fields, you cannot save the record.

    Outage Status

    Select the status of the service outage.

     The types of outage available are:

    • Degraded—The service is available. However, its performance is degraded.
    • Disrupted—There is a total outage on the service, making it unavailable to users.
    • Maintenance—The outage is planned for system maintenance, such as installation of patches or code deployment.

    This field is mandatory only when you select any Affected Service and do not select the Blackout period check box.

    Service outage records can also be created to inform when a service has a degraded performance or has stopped working. In this case, you can use the outage status value as degraded or disrupted.

    Note: BMC Remedyforce does not support addition of custom values or change in the out-of-the-box status values of the Outage Status field. However, if you change any of the out-of-the-box status values through the Translation Workbench, it is supported. For information in overriding terms through the translation workbench, see Salesforce Help.

    Start DateSelect the date when the service outage starts.
    End Date

    Select the date when the service outage is planned to end.

    The Outage Status field is mandatory only when you select the Blackout period check box or the outage status is Maintenance.

    Although, the end date is not mandatory for degraded or disrupted services, BMC recommends that you give an end date after the outage ends. If this is not done, the service continues to appear as degraded or disrupted in Service Health.

    Note: For a service, you cannot create multiple outage records with overlapping dates.

    Root Cause

    Type the description of the cause of the service outage.

    For example, you might want to perform backup of the email server due to which email communication will not be possible for some time. The system having this service has high CPU usage. Hence, the outage is created with status as degraded and shows the service as degraded to the users.

    Description

    Type the description of the service outage, such as the reasons for creating the blackout period or planning the maintenance.

    For example, you might be conducting an audit of how many approved change requests have been implemented in the current financial year. If new change requests are approved and implemented during the audit period, it might affect the results of your audit.

    Display in Self Service

    Select this check box if you want this service outage and its related services to be displayed in Service Health in Self Service.

  6. Click Save.

Adding actions to a service outage

When you create an action, you must select the Service Outage check box in the Applies To section on the Action form for the actions to be available to be added to a service outage. You must also select the Display in Self Service check box in the Details section on the Action form to make the action available in Service Health in Self Service.

The following table lists the options that are available in the Actions menu for a service outage:

GoalSelect optionAdditional steps to be performed
To add notes to a recordAdd Note
  1. Enter the note details.
  2. Click Add.
To add user-defined or system-defined actions to a recordNew Action
  1. Select the action that you want to add to the record.
    A new browser window is displayed.  
  2. Enter the description and additional notes.
    You can also select the date and time and Client ID.
  3. Click Save.
    Note: By default, only Notes and Service Health Update are available as out-of-the-box actions to be added to a service outage.
To view the history of all actions that are performed on a record.View Action HistoryNone

Related topics

Enabling Change Managers to manage emergency change requests and service outages

Configuring Service Health settings

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