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Configuring global settings for service health

Related topics

Adding balancing profiles

Customizing health score and health status

BMC Helix AIOps provides a centralized way to manage how service health is computed across your environment, ensuring reduced configuration effort and improved operational efficiency.

As an administrator, use the Manage Service Health page to configure global settings for service health. By defining these global settings, you ensure that all services in your environment follow the same health calculation logic and thresholds, improving accuracy, efficiency, and visibility in service monitoring.

You can perform the following configurations from this page:

  • Include external CI events in health score computation

  • Set the service health score computation mechanism

  • Configure global balancing profiles

  • Set the impact health score for all services

  • Set the service health status for all services

Information
Note

How are global configuration updates applied?

Global configuration updates, such as changes to health score computation, balancing profiles, health impact score, or health status, are not applied to existing services immediately. They are applied only when a service is updated. 

A service is considered updated when any related element changes, such as:

  • An event rule is created or modified
  • A CI relationship is added or updated
  • The health profile is created or modified

When any of these updates occur, the service automatically receives the latest global configuration.

Including external CI events in health score computation

You can choose to include events from configuration items (CIs) that are topologically connected but outside the defined service boundary while calculating the service health score. This option is available only when the Multi-service situations feature is enabled on the Manage Situations page. For more information, see Configuring ML-based situations.

Events on external CIs are considered in health score computation only when at least one CI that is part of the service’s own topology is impacted. If no such CI is impacted, events on external CIs do not contribute to the service’s health computation. To include impacted events associated with external CIs in the health score computation, enable the enrich_external_health_indicator_with_service property.

To include external CI events when

  1. Select Configurations > Manage Service Health.

  2. Toggle the Include External CI events option to include events from topologically connected CIs in the service health score computation.
    This option is disabled by default.

  3. Click Save Health Profile.

    external_ci_events25401.png

To include external CI events when only external CIs exist

Warning

Important

Computation of the health score only for the external CI events feature is under controlled availability to select customers. To use this capability, contact BMC Helix Support. 

When the Include External CI Events option is enabled, and the service topology contains both CIs that are part of the service and external CIs, impacted events from both types of CIs are included in the health score computation. This applies only when at least one CI within the service’s own topology is impacted.

If the service topology contains only external CIs and no service-level CIs, enabling the Include External CI Events option has no effect on the health score computation. When only external CIs are available in the service topology, enable the enrich_external_health_indicator_with_service property to include impacted events associated with external CIs in the health score computation.

This property controls whether impacted events from external CIs are included in the health score computation when health indicators are configured for the external CI metrics.

Setting the service health score computation mechanism

Select how the health score of a service is computed. Two mechanisms are available:

  • Node kind (default): Considers the node kind (such as database, host, or virtual machine), node weightage, and indexing to determine the health score. For more information, see Health score computation by node kind.

  • Impact severity: Considers the severity of the impact to determine the health score of a service. The score of the node with the highest impact (i.e., the node with the lowest score) is considered the service's health score. For more information, see Health score computation by impact severity.

To set the computation mechanism for all services

  1. Select Configurations > Manage Service Health.

  2. Select from one of the following options:

    • Node Kind (default)

    • Impact Severity

  3. Click Save Health Profile.

service_health_computation_25401.png

Configuring global balancing profiles

Global balancing profiles let you apply consistent thresholds across multiple services to minimize event noise and ensure that service health is affected only when thresholds are exceeded. Instead of configuring balancing profiles individually, you can define them once at the global level. Based on the criteria defined during configuration, these profiles are applied to all relevant services. These profiles are applied automatically to all relevant services. To add a balancing profile for an individual service, see Adding balancing profiles.

Key considerations

  • Balancing profiles configured from this page are applied to all services, including the child services that meet the defined criteria.

  • This configuration applies to services that are created by using BMC Helix Discovery or any third-party application.

  • A global profile applies only when matching CI Kinds exist in a service.

  • You can define up to 10 global balancing profiles.

  • Individual service level profiles take precedence over the global profile.

To add a balancing profile for multiple services

  1. Select Configurations > Manage Service Health.
  2. Click Add Balancing Profile.
    The Define Balancing Profile pane appears.
  3. Enter a unique profile name. 
  4. Select a base CI Category, and based on that, select the base CI Kind.
    The categories are displayed based on the CIs that are a part of the service.
  5. Select the following options:
    1. Link Kind: Select the type of relationship between the Base CI and the related CI nodes. 
    2. Evaluation scope CI Kind: Select the related CI kind.
      Based on the selection, the balancing profile is applied to the relevant CI kinds.
      For example, if Hosted Software Link Kind and Virtual Machine Evaluation scope CI Kind is selected, the balancing profile is applied to all CIs of a Virtual Machine that have a Hosted Software relationship with a CI Cluster. 
  6. In the Fault tolerance policy, select the quantifier by which you want to define the balancing rule:
    • CI Percentage: Specify the percentage threshold after which the service is impacted. 
      For example, if set to 80%, the service is impacted when more than 20% of resources stop working.
    • CI Count: Specify the minimum number of related CIs after which the service is impacted.
      For example, if set to 20, the service is impacted when more than 20 CIs stop working.
      global_balancing_profile1.png

       

  7. Click Save.
    The profile is displayed on the Manage Service Health page. 
    When you define the balancing profile from the Manage Service Health page, it is displayed in the Define Health Profile section of all services where the Use default configuration option is enabled.
Warning

Important

The health score of a service is displayed as 95 even if the threshold specified in the profile is not breached.

For example, if the CI percentage is specified as 80%, the service is still displayed as healthy even if 10% of the resources are impacted, and the health score gets updated to 95. This informs the operators that the service while showing some impact, is not impacted enough to cause disruption.

Scenario

A global profile is defined for a Cluster base CI:

  • At least 80% of hosts must be OK.
  • The profile applies to all services of the Host CI kind that have a Host Containment relationship with the Cluster CI kind.
  • These services are impacted only when the percentage of hosts in the OK state falls below 80%.

In the example, the global profiles defined from the Manage Service Health page are visible in the Define Health Profile pane of this service. 

global_balancing_profile2.png

To edit a balancing profile

  1. Select Configurations > Manage Service Health.
  2. Locate the balancing profile to edit.
  3. From the Action menu for the profile, select Edit.
  4. Update the profile as required.
  5. Click Save.
Warning

Important

If you add any CIs, the health score computation for the newly added CIs begins 15 minutes after the services are updated.

To delete a balancing profile

  1. Select Configurations > Manage Service Health.
  2. Locate the balancing profile to delete.
  3. Select Action > Delete against the profile that you want to delete.
  4. Click OK to delete the profile. 

Setting the impact health score for all services

Customize how health scores are computed and weighted for all services to maintain consistency in health assessment. You can override the global configuration for specific services by updating their individual health profiles.

To set the service impact health score for all services

  1. Select Configurations > Manage Service Health.

  2. Expand the Health Score Configuration section. 

  3. Enter the thresholds or use the up and down arrows to adjust them. 
    Fractions or decimal points are not allowed. 
    For example, if you update the impact score value to Critical = 20, then 20 points are deducted from 100 for every critical event.

  4. Click Save Health Profile. 
    It may take a few seconds for the recomputed score to reflect across services. 

    global_health_score_configuration.png

Setting the service health status for all services

Configure consistent health status thresholds that apply globally across all services, reducing manual configuration while allowing flexibility for service-specific customization. You can override the global configuration for specific services by updating their individual health profiles.

To set the service health status for all services

  1. Select Configurations > Manage Service Health.

  2. Expand the Health Status Configuration section.

  3. Enter the thresholds or use the up and down arrows to adjust them.
    Fractions or decimal points are not allowed. 

  4. (Optional) To exclude severity from health score calculations, clear the Enabled check boxes.

  5. Click Save Health Profile. 

    It may take a few seconds for the changes to be reflected across services.

    global_health_status_configuration.png

 

 

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BMC Helix AIOps 25.4