BMC Service Resolution levels

BMC Service Resolution optimizes the way event generation and incident creation processes operate together to manage your IT.

Depending on the maturity of the event-monitoring system in your IT environment, BMC Service Resolution can operate at different levels. At each level, different incidents are created.

Use the following information in this topic to learn more about how the different service resolution levels and the types of incidents that are created at each level.

Level 1: Event-based service resolution

Maturity level: Event Monitoring system does not use the CMDB and is limited to event information.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: For every event, an event Incident is created and routed to the appropriate service desk technician.

Routing options: Based on operational categories.

End-to-end flow: See Event-based-service-resolution.

The following diagram illustrates how Event incidents are created in Level 1.

Level 2: Infrastructure-based service resolution

Maturity level: Event monitoring system uses CMDB. The categorization of CIs are normalized, and either resolution product categorizations or Supported By relationships to CIs are used for routing.

Policy used: Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events.

Incidents created: At this level, the Infrastructure CI is identified from the event. A single Infrastructure incident is created with event and infrastructure CI information and is routed to the appropriate service desk technician.

Routing options:

Based on Operational Categories
CI Supported By
CI Managed By
CI Location
CI CTI-Resolution Product Categories

End-to-end flow: See Infrastructure-based-service-resolution.

The following diagram illustrates how an Infrastructure Incident with event information is created in Level 2.

Level 3: Impact-model-based service resolution

Maturity level:Incident management uses CMDB and service model is deployed to relate CIs, the categorization of CIs are normalized, and either product categories, supported by, managed by or CI location are used for routing. Models are leveraged to determine the impact of events on key business services or applications.

Policies used: Causal Component-Optimized and Impacted and Causal Component-Optimized.

Incidents created: At this level, both the Causal CI and the Impacted CIs are identified. Causal Incident is created with event and Causal CI information. Impact incidents are created with information about the higher level impacted business service or CI and are routed to the appropriate service desk technician.

Routing options:

Based on Operational Categories
CI Supported By
CI Managed By
CI Location
CI CTI-Resolution Product Categories and/or Service CI CTI-Product Categories

End-to-end flow: See Impact-model-based-service-resolution.

The following diagrams illustrate how Causal Incident with event information and Impact incidents are created in Level 3, depending on the policies used.