Context

Tool mentors explain how a tool can perform tasks, which are part of ITUP processes and activities. The tasks are listed as Related Elements in the Relationships section.

You can see the details of how processes and activities are supported by this tool mentor, by clicking the links next to the icons:

•   Service Level Management
  •   Conduct Service Review

Details

After you create schedules, offerings, customers, and realms and associate them with appropriate resources to create a SLA , you submit the SLA to IBM® Tivoli® Service Level Advisor. Tivoli Service Level Advisor begins evaluating measurement data that is transferred from IBM Tivoli Data Warehouse to the Service Level Management (SLM) Measurement Data Mart by the Process Extract Transform Load (ETL). SLAs that are submitted to Tivoli Service Level Advisor include schedule information that determines how often evaluations and trend analyses are performed.

Tivoli Service Level Advisor looks for violations of the agreed upon levels of service, or trends toward a potential future violation, and stores the results of this analysis in the SLM database. If appropriate, notifications of violations or trends are sent according to how they configured, and these evaluation results are then made available in the Web-based Tivoli Service Level Advisor SLM Reports Console.

After reviewing the reports of the evaluation results on the Tivoli Service Level Advisor SLM Reports Console, you might need to adjudicate certain violations by excluding them from a report if they are determined to be not valid for an SLA or by reinstating a violation that was previously excluded. This process is usually done after negotiating with your customer to determine if reported violations are valid for the SLA .

• When you exclude a violation using the Manage Violations task, you can include a text description explaining the reason for the adjudication for tracking purposes.
• You can also reinstate a violation that has been previously excluded, using the Manage Violation task in the portfolio.
• A reevaluation might be performed to include missing or late arriving data in the final results that are displayed in reports.

Tivoli Service Level Advisor provides two change situations:

• Changing Service Level Objectives (SLOs)
• Replacing Resources

Changing SLOs

The first situation is when the SLOs are changed. This change can happen in a regular SLA review. To set up the new service levels, create a new offering based on the original one ( Create Like feature) and replace the offering in the SLA .

Replacing Resources

The second situation is when a resource is replaced. For example, Server A breaks and is replaced by Server B. In this case, it would be nice if the monitoring application that is monitoring Server A starts monitoring Server B as well. Then you should run the ETL for both the monitoring application and Tivoli Service Level Advisor . With this, you can see a reference to Server B during the Replace Resource period in Tivoli Service Level Advisor .

For More Information

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