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Procedure documentationCreating or Editing Service Outages

 

As a system administrator you maintain automatically created service outages, and adjust, for example, start and stop times or faulty measurements. You can also create a service outage manually, if measurements are missing.

Prerequisites

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

Procedure

Filtering Service Outages Summaries by Status

  1. Choose the Outage Maintenance tab page.

  2. On the Outage Summary view, in the Filter Settings, you can set filters for the SLA Violated status or the Open Outage status.

    Outage summaries with the SLA Violated status have outages that violate the service times agreed in the SLA in this reporting period. Select Yes to view the outages that are have SLA Violated status. Select No to view the outages that do not violate the SLA.

    An open outage is an outage that has one of the following statuses:

    • New

    • In Process

    • To be Reviewed

    Select Yes if you want to view only open outages.

  3. To clear all filters, choose Clear All Filters in the top right corner.

Note Note

You can choose to show hidden outages by selecting Yes in the Show Hidden Outages field.

End of the note.
Editing Service Outages

To edit a service outage, proceed as follows:

  1. Choose the Outage Maintenance tab page.

  2. On the Outage Summary view, choose the system.

  3. On the Outage Overview view, choose the outage that you want to edit.

    This opens the Details of Outage view.

  4. In the Details of Outage view, 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. Therefore service availability management 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.

    • Category

      You can classify service outages by category, for example Hardware Maintenance or Software Maintenance. This allows the IT service manager to identify the root causes of frequent errors, and to optimize the infrastructure.

    • 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.

    • Start At: / End At:

      Specify the actual start and end date and time during which the managed object was not available to the end user.

    • Time Zone:

      Specify a time zone for the outage.

    • Responsible:

      Enter the party responsible for the unplanned downtime, for example Customer, Service provider, Hardware provider, or the user.

    In the Description screen area you can maintain the following:

    • Reason:

      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. or 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 service availability management.

  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.

    Note Note

    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.

    End of the note.

  6. Choose Save.

Creating New Service Outages Manually

To create a service outage, proceed as follows:

  1. On the Outage Overview, choose Create Outage (+).

  2. On the Create Outage view, edit the service outage as described above.

  3. Choose Save.