10 Replies Latest reply on May 14, 2012 9:46 AM by Pedro Cardoso

    CI Unavailability in 7.6.04

    Kevin Kennedy

      How do CI Unavailibility Service Targets work in 7604?


      I understand the criteria whereby a CI should fire the OOB example SVT if the status is Unscheduled full or unscheduled partial.


      My question is what is the criteria required to Make 'Unavailibility CI' SVT fire? Should this Service Target also attach to an Incident whereby an "unavailibilty CI" is attached? ( I did attach a CI like this but seen no SVT attach to the Incident)

        • 1. CI Unavailability in 7.6.04

          CI unavailability service targets (aka. CI Outage service targets) track outage records (aka. AST:CI Unavailability form)  that are created within the ITSM Asset Management application. So you create a CI Outage service target and identify the related CI(s) and the measurement criteria (e.g. unscheduled full). At this point the service target considers the CI to be available. When an outage record is created against the CI and it meets the measurement criteria, the CI is considered to be unavailable and the service target tracks this. When you close the outage record the CI is recorded as being available by the service target.


          BTW: Make sure you have configured the data source for CI outage service targets before you do any of the above (see the SLM Configuration Guide "Configuring data sources for CI Outage service targets").


          Hope this helps,


          • 2. CI Unavailability in 7.6.04
            Kevin Kennedy

            So does a CI Unavailibility Service Target actually get attached to an Incident?

            • 3. CI Unavailability in 7.6.04

              The short answer is no.


              CI Unavailability service targets, in general, track CIs. When the goal type is set to CI Outage, the service target is tracking against Outage (aka. CI unavailability) records associated with a given CI. When the goal type is set to Asset Availability or Asset Outage Restoration Time, the service target is tracking against changes on the asset (CI) form itself. Both the Outage and asset (CI) forms are part of the Asset Management solution.


              In the SLM Console, if you select the Administration tab then go to Service Level Management -> Configure Application Settings -> Data Sources. In the Data Source table, select AST:CI Unavailability and in the Basic tab you'll see that the CI Unavailability data source is associated with the AST:CI Unavailability form. Select the CI Outage tab and you see the fields you must configure to enable the tracking of CI outage records. You can find additional information on the setup in the Configuration Guide.


              Probably more than you ever cared to know about CI Unavailability.

              • 4. CI Unavailability in 7.6.04
                Kevin Kennedy

                No thats good thanks. Seems like they dont attach and change color etc like a traditional Incident or Change Target would, thats what I wanted to know.

                • 5. CI Unavailability in 7.6.04
                  Kevin Kennedy

                  Im still not sure what CI Unavailibility Targets do. Ok they 'track CI's'. But except for a dashboard and a couple of built in reports for CI Unavail - what else do these targets do?

                  • 6. CI Unavailability in 7.6.04

                    I'm not sure I understand the question.


                    Tracking CIs (via the CI Outage goal type) is a bit different from tracking requests (incidents, changes, etc.). With CIs you are looking for the percentage of availability whereas with requests you want to determine if they met a specific goal.


                    When you track an individual request you have qualifications that define which requests you are interested in, measurement criteria defining when to start, stop and pause the "clock", and a specific goal in mind. The service target then tracks whether the goal was met or missed for an individual request. You can optionally relate these service targets to an agreement to calculation compliance over a given time period. In the case CI tracking you are wanting to determine the availability (or rather unavailability) or a CI over a time period. So you identify the specific CI(s) (so there aren't any qualifications involved), the measurement criteria determines when you consider the CI to be unavailable and there isn't a goal but rather a lifecycle for the duration of the measurement record. You then associate the CI Outage service target(s) with an agreement to track the percentage of up/down time for the CI.

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                    • 7. CI Unavailability in 7.6.04
                      Kevin Kennedy

                      Ok. Thanks again.

                      • 8. CI Unavailability in 7.6.04

                        Hi, I am trying to relate a CI to an Incident with a 'Relate with Unavailability'. When I search for the CI, click 'Relate with Unavailability', it asks me to fill out an Outage form, but the problem is that the CI Name, CI Typeand other fields are grayed out. (see attached pic)


                        if I fill out the Outage form and relate it back to the Incident, there is no relationship created between the CI and the Outage record. This makes no sense. I'm trying to relate a CI to an Incident with an Unavailability schedule.


                        we are using AR 764 SP2



                        • 9. CI Unavailability in 7.6.04

                          I had a follow up to this about measurement.   I've got my Outage Service Target working, but it seems that the options for defining the measurement times are limited.  The lifecycle period is limited to months, but not calendar months.   It defines a month as 720 hours (30 days).   I've got a requirement to measure availability for each calendar month.   Is there a way to accomplish this?   Perhaps creating a SLA with the service target and using the dashboard?

                          • 10. CI Unavailability in 7.6.04
                            Pedro Cardoso

                            Ask for SW 412118.