5 November 2015 blogs Klaas Hulder 5 min read
At Savision, we have been working hard on the new release of Live Maps 7.5. The upcoming release will feature improved functionalities so you can get the most out of your System Center environment. We wanted to give you a glimpse of how we have extended the business service model within Live Maps 7.5, including a powerful new feature called Advanced Service Level Agreement (SLA) Monitoring. With this new feature you can have more control over your SLAs by receiving proactive notifications when your SLAs are about to be breached.
Why is this such a great new feature?
When a business service is created in Live Maps we automatically create service level objectives that measure the availability of the service and its three perspectives: End User, Application and Infrastructure. While you could view this SLA information in dashboards and reports, if you weren’t looking at it all the time you’d have no idea whether or not you were compliant with the SLA.
The new SLA monitoring feature generates alerts and health state changes when a service level objective is about to be breached (how much advance notice you want is configurable). This allows you to be proactive and properly prioritize remediation efforts rather than waiting for a report that tells you you’ve already violated the SLA.
Business hours for SLAs
Not all services need to be available 24×7, and many SLAs specify business days and hours over which the agreement is to be measured. When you configure your service, we allow you to enter this information and then use it in the SLA calculations.
A picture of the Service Designer in the Live Maps Authoring Console shows the configuration that can be set related to SLA information for monitoring and the dashboards.
SLA configuration in the Service Designer.
SLA status on the Services Dashboard
SLA status on the Services Dashboard.
The SLA status has now been added as a column on the services dashboard that indicates if one of the Service Level Objectives has been or is about to be breached.
Alerts on potential SLA violations
Alerts on potential SLA violations.
When there are potential SLA violations for a service, an alert is raised and displayed in the Active Service Alerts view. These alerts can be used as a source for email or another form of notification.
Service Level information in the Operations Manager console.
Service Level information in the new Live Maps Portal.
In the previous version of Live Maps, we calculated and displayed the actual fraction of time the service was available – which we referred to as the “average uptime.” While this reflects the “true” uptime of the service, you can’t necessarily compare it to the SLA goal as you may not have observed a complete monitoring period (e.g. a complete week or month).
In Live Maps 7.5 we have changed the calculation. Now the calculation is performed assuming that the service will be available for the remainder of the monitoring period. That way, a glance at the service map will tell you whether or not you are meeting your SLA – presuming that your IT staff fix any outages in a timely manner. If the service is unavailable as the monitoring period progresses your average uptime will fall until it reaches the threshold at which the SLA will be breached. Of course, you will have received notifications before this happens.
How did we build it?
A change in how we calculate uptime
The monitoring is done by a custom System Center Operations Manager data source module called the “SLO value calculation module.” Monitors that call this module are then attached to each SLO object that is part of the service which allows the SLO to have a health state based on compliance with the SLA. The SLO value calculation module retrieves data from the System Center Operations Manager data warehouse and does so in an optimized fashion to keep the impact on the database to a minimum.
It is important to note that the health state of the SLA doesn’t rollup to the service – that allows the service to remain healthy from a monitoring point of view even if the SLA has been violated.
Stay tuned because Live Maps 7.5 will be available next week! Would like to know more? Contact our team of experts or simply request a demo to learn about the new features.