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:
Details
The IBM® Tivoli® Service Level Advisor allows you to create schedules, offerings, customers, and realms, which are
combined when you create an SLA . The SLA includes the following items:
-
Customer information, including name, description, and associated realms
-
An offering, which includes:
-
A business schedule that defines peak, prime, standard, and other schedule state hours, and which might
optionally include one or more auxiliary schedules defining unique or infrequent schedules for company
holidays, common maintenance times, and other uses.
-
One or more service level objectives, configured for this particular offering with specific metrics that
are evaluated and analyzed on a regular basis for violations or trends toward violations of the SLA .
-
Optionally, one or more previously defined and deployed SLAs that, when included in this SLA, create a
multi-tiered hierarchy of internal, external, and outsourced service level agreements to represent a true
end-to-end view of services that are provided to the customer.
-
Information about the particular resources that are to be reported on, such as a particular server, or all routers
on the third floor of building A, or a particular Web site. This information can be a specific resource or discrete
list of resources, or it could consist of a dynamic list of resources that meet certain filtering criteria, with
the list changing over time as compatible resources are added or removed from your enterprise.
Chapter 2, "Step 4 Create Service Level Agreements" of the IBM Tivoli Service Level Advisor: Managing Service Level
Agreements, Version 2.1 , IBM Corporation, SC32-1247-00, September 2004, page 31 covers the process of creating an
SLA .
After creating and publishing one or more offerings, each of which define a unique level of service, you can select one
of these offerings and associate it with a customer name and resource or set of resources to create an SLA .
The portfolio contains the following tasks related to SLAs:
-
Create SLA is for creating new service level agreements.
-
Manage SLAs is for working with existing service level agreements. From the Manage SLAs page you can also create
new SLAs, and you can perform the following additional tasks:
-
Create a new SLA from a copy of an existing SLA .
-
View the contents of an SLA , and view certain details about the SLA , including information on violations
and trends, and the current SLA state.
-
Change the contents of an SLA .
-
Delete a canceled SLA or an SLA that failed to be deployed or changed.
-
Cancel a completed SLA .
-
Resubmit a canceled SLA or an SLA that failed to complete successfully.
-
Add remarks to an SLA for tracking purposes.
-
Use Manage Violations to adjudicate violations that are reported against an SLA , by excluding a violation or by
reinstating a violation that is excluded. This activity is typically done after negotiation with the customer to
determine if reported violations are valid for the SLA , or if they can be excluded due to special circumstances.
-
Use Replace Resource to replace a resource in a completed SLA .
-
Use Replace Offering to replace an offering that is included in an SLA with another, compatible, offering.
If your user name is assigned to the SLA Specialist, the SLA Adjudicator, or the SLM Administrator role, these tasks
are available in your portfolio.
For More Information
For more information about this tool, click on the link for this tool at the top of this page.
|
