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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Defining measurement criteria for CI Outage service targets

In Step 3 of 4 of the service target wizard, you can create the following types of CI Outage service targets:

  • Generic CI Outage service targets that track all the CI outages for the related CIs.
  • Conditional CI Outage service targets that contain a qualification that must be satisfied before the service target tracks the outages of the CI.

Important

For Conditional CI Outage service targets, the filter is built with the service target start date time. Any outages submitted before this start date time are not considered.

Lifecycle interval

When you specify measurement criteria for a CI Outage service target using the Service Target wizard, you must set the life cycle interval of the service target (in months). The milestone triggers only once during this life cycle; at the end of this time, the measurement record is closed out and another record is created for another life cycle.

Best Practice

We recommend that you use a life cycle interval, especially if you set a milestone at an availability percentage. Then, the measurements can be quantified to produce a more accurate result. A life cycle enables us to know the total time for the measurement and therefore enables better tracking than without a life cycle.
For example, a service target has a life cycle interval of one month with a milestone to trigger 95% of availability. The percentage of downtime is calculated within the life cycle of the service target. For a life cycle of 1 month (720 hours), the milestone triggers after 36 hours of downtime.

100% - 100 * (Unavailable time /Life cycle total time) = Availability %

If you do not set a life cycle, the system does have parameters within which to measure the percentage and the milestones trigger randomly. For example, a milestone is set to trigger at 95% of availability. The measurement starts and the CI is available for 1 hour, then the CI goes down for 1 hour. The milestone triggers when the percentage downtime is 5%:

Availability % = Total available time/(Total available time +Total Unavailable time)

The milestone is not triggered again.

The following table describes the fields in this tab of the service target wizard for both basic and advanced modes. Advanced mode includes all fields in the basic mode with additional options that you can use to define your service target.

Field or area on form

Description

Mode (Basic or Advanced)

Use Template For Measurement Criteria

You can perform the following actions:

  • Select a template from the list of predefined templates. When you select a template, the Link to this template check box is automatically selected and the Measurement Criteria area is disabled.
  • If you want to modify the values in the Measurement Criteria area, clear the Link to this template check box.

Basic

Measurement Criteria

You can perform the following actions:

  • Type a description of the measurement criteria in the Description field.
  • Click Define to open the Qualification Builder for Outage Condition window, in which you can build your outage condition by using the fields, operators, and keywords. The fields listed by default are from the AST:CI Unavailability form. Following is an example of an outage condition:

    'Unavailability Type' = "Unscheduled Full"

    This condition must be satisfied before the outage measurements for the CI are started.

Basic

Lifecycle Interval

Specify the number of months for the life cycle interval of the service target.

Best Practice

We recommend that you set the life cycle interval within the range of 1 to 12 months, depending on your business needs. If you set the life cycle interval to 0 or a number above the recommended range, a large volume of data will need to be evaluated during compliance calculations.

Basic



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