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Procedure documentationAdjusting Service Outages Locate this document in the navigation structure

 

  • Maintain automatically created service outages, and adjust, for example, start and stop times or faulty measurements.

  • Create a service outage manually, if measurements are missing.

  • Edit multiple service outages.

Prerequisites

As the system administrator responsible for the managed object, you have authorization to create and edit service outages.

Procedure

Editing a Service Outage

  1. In the Technical Administration work center, choose the Service Availability Management scenario.

    The following information helps to determine the status:

    • SLA Definition: the SLA threshold value (%) and the reporting period (1 or 12 months): You can see how strict an SLA agreement is

    • Disposal Outage Time (in minutes): Time allowed for service outages without breaching the SLA (total time per SLA period)

    • Remaining Outage Time (in minutes): Time left before the SLA threshold is breached. If only little time is left, adjust the service outages to as low values as possible.

  2. Select the managed object for which the data is to be adjusted, and choose the Maintain Service Outages pushbutton.

    The SAM-enabled managed objects are displayed.

  3. Open a service outage with one of the following statuses:

    • New: The system has generated the service outage.

    • In Process: The IT service manager has not confirmed the service outage.

  4. Enter data as required.

    • Type:

      • Planned: The service outage is not SLA-relevant and therefore is not used to compute the availability.

        Note Note

        Some organizations also report and calculate availability including planned downtimes. So SAM allows you to maintain planned downtimes.

        End of the note.

      • Unplanned: The service outage is usually SLA-relevant and therefore used to compute the availability.

        Exceptions:

        • The downtime occurred outside of the agreed service times.

        • The customer or end user is responsible for the downtime.

    • Category: You can classify service outages by category, if you export the SAM data to Microsoft Excel. This allows the IT service manager to identify the root causes of frequent errors, and to optimize the infrastructure.

    • Start/End Date/Time: Specify the actual time during which the managed object was not available to the end user.

    • Responsible: Enter the party responsible for the unplanned downtime, for example “Customer”, “Service provider”, “Hardware provider”, or the user.

    • SLA-relevant: Agree with the end user, how the service outage is to be classified:

      • Yes: The service outage is used to compute the availability.

      • No: The service outage is not used to compute the availability. For example the end user caused the downtime by executing an untested program which resulted in extraordinary system load.

    • Description tab page:

      • Reason for Outage: Specify the reason of the service outage, for example disk failure.

      • Business Impact of Outage: Specify the business process which was affected by the unplanned downtime, as documented as SLA-relevant in the SLA contract, for example “Products could not be delivered”, “HR server not available to create salary statements”.

      • Other comments: Enter, for example, the external incident ticket numbers, to track the root cause analysis of a service outage outside SAM.

    • Agreed Service Times tab page: Display the agreed service times to decide whether a downtime was SLA-relevant.

  5. Set the Status:

    • To be reviewed: As the administrator responsible for the managed object, set the status to To be reviewed when you have finished maintaining the service outage.

      The IT service manager checks and confirms the service outage.

    • Hidden: Hide a service outage if it is the result of a false alarm. The service outage is not used to compute the availability. For more information, see Hiding Service Outages Caused by False Alarms.

Creating a Service Outage

  1. In the Technical Administration work center, choose the Service Availability Management scenario.

  2. Select the managed object for which the data must be adjusted, and choose the Maintain Service Outages pushbutton.

    The managed objects whose service outages have been maintained, are displayed.

  3. Select one or more managed objects.

    The system displays the service outages (automatic or manual)

  4. Choose New.

    A dialog box appears.

  5. Select the managed object and edit the service outage.

Editing Multiple Service Outages

To edit multiple service outages, select the service outages and choose the associated pushbutton.

Note Note

Hidden outages are not affected by mass changes.

End of the note.