CA Cloud Service Delivery Platform

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1 CA Cloud Service Delivery Platform Business Relationship Manager Version

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Documentation is confidential and proprietary information of CA and may not be disclosed by you or used for any purpose other than as may be permitted in (i) a separate agreement between you and CA governing your use of the CA software to which the Documentation relates; or (ii) a separate confidentiality agreement between you and CA. Notwithstanding the foregoing, if you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

3 Contact CA Technologies Contact CA Support For your convenience, CA Technologies provides one site where you can access the information that you need for your Home Office, Small Business, and Enterprise CA Technologies products. At you can access the following resources: Online and telephone contact information for technical assistance and customer services Information about user communities and forums Product and documentation downloads CA Support policies and guidelines Other helpful resources appropriate for your product Providing Feedback About Product Documentation If you have comments or questions about CA Technologies product documentation, you can send a message to To provide feedback about CA Technologies product documentation, complete our short customer survey which is available on the CA Support website at

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5 Contents Chapter 1: Introduction 7 Test Service End-to-End... 7 View Report: Performance Levels... 8 Track and Manage SLAs, SLOs, KPIs... 8 Detect SLA Degradation... 9 Manage Violations View Report: Service Provisioning Recover Service Contents 5

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7 Chapter 1: Introduction As a service provider business relationship manager, you are responsible for maintaining the relation with customers. You also manage customers and users with appropriate services, and monitor services to meet the agreed service levels. The web-based service portal allows you to request and manage services. The portal is accessible with the URL and login credentials that your service provider administrator provides. Use the service portal to perform the following tasks: Test Service End-to-End (see page 7) View Report: Performance Levels (see page 8) Track and Manage SLAs, SLOs, KPIs (see page 8) Detect SLA Degradation (see page 9) Manage Violations (see page 10) View Report: Service Provisioning (see page 10) Recover Service (see page 11) Test Service End-to-End Before you provide a service to a customer, test the service end-to-end. The test helps to maintain the quality of the service. Test the service and ensure that it is working properly to ensure a good business relation with customers and users. 2. Click Requests, Manage Subscriptions, Test a subscribed service. The Test a subscribed service form opens. 3. Complete the details and click Submit. The form is submitted. You are notified through an . You can now test the service. Chapter 1: Introduction 7

8 View Report: Performance Levels View Report: Performance Levels A service provider service level manager views performance level reports. The service portal lets you generate reports for the service level agreement (SLA), service level objectives (SLO), and key performance indicators (KPI), to view the performance levels. 2. Click the Generate Report for SLAs, SLOs, and KPIs link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Console link. 4. Select and right-click a service, and then click Edit Service. The Service Modeler window appears. 5. Modify the fields, and click OK. The SLOs are defined. The CA Service Operations Insight page appears. 6. Click the SLA tab. SLA Current Status and SLA History appear. 7. Click the chart. The SLA Current Status report opens. Track and Manage SLAs, SLOs, KPIs Tracking and managing service level agreements (SLA), service level objects (SLO), and key performance indicators (KPI), allow organizations to catalog and manage their service level obligations. An example of a report that you track is Service Fulfillment. This reports list the requests for each customer. The list consists the following details for each customer: services ordered current status of the orders total time spent on each order expected date of delivery for each order A link is provided in the total time spent column. Click the link to view the distribution of the total time that is spent in each phase. The report has few prompts that filter data by customer and region. 8 Business Relationship Manager

9 Detect SLA Degradation 2. Click the Track and Manage SLAs, SLOs, KPIs link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Console link. The CA Service Operations Insight console opens 4. Click the service that you want to track in the navigation pane. 5. Click the Services tab in the Contents pane. 6. Click the Service Impact tab in the Components Detail pane. The report is displayed. Detect SLA Degradation As a business relationship manager you must track the services and the service performance. If the service degrades, fix the issue or escalate the issue to the concerned department. If a violation is detected, the repair policy corresponding to the process name must reach a diagnosis. The diagnosis is based on available information such as monitoring statistics. Depending on the repair action, perform violation detection actions on individual services. 2. Click the Detect SLA degradation link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the SLA tab. You can view the degradation summary, SLA Current Status, and the SLA History. You can define SLAs against monitored services to track service metrics over a defined time period against violation thresholds. Note: For more information about SLA, click Help in the CA Service Operations Insight page. Chapter 1: Introduction 9

10 Manage Violations Manage Violations In the relation between customers and users, it is your responsibility to ensure smooth resolutions if and when an agreed service level is violated. If a violation is detected, the repair policy corresponding to the process name must reach a diagnosis. After the diagnoses, suggest the action that the service must take. Perform violation detection actions on individual services that are based on the repair action. 2. Click the Manage Violations link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the SLA tab and then click the chart. The report opens listing the resources that have violated the services. View the cause of the violation in the description. The report helps you track the customer SLA violations. View Report: Service Provisioning As a business relationship manager you run the service provisioning report and verify the fulfillment of customer orders. You can use the information during the regular status calls with customers. The Service Provisioning report consists of information about the fulfillment of customer orders. Run the report to verify the customer order details. 2. Click Dashboard, Infoview. A new page opens. 3. Click Document List, Public Folders, CA Reports,CA CSDP Reports. 4. Select a report and click View. 5. Enter the valid parameters and click Run Query. The report opens. You can now view the service provisioning status, and coordinate with the demand manager for any service provisioning-related SLA deviations. 10 Business Relationship Manager

11 Recover Service Recover Service You are responsible to understand a customer service change. Run ad-hoc queries for service cancelation and recover the service for the customers or get the information to end the billing cycle. You can generate specific reports reflect the cancelation services details in a date range. An example of a report is Canceled Services. Filter the report that is based on Customer Name and Service Name. The report lists the following details: services that are canceled date when the service was requested date when the request was canceled details of the customer who requested for cancelation time period for which the service was subscribed 2. Click Dashboard, Infoview. A new page opens with InfoView. 3. Click Document List, Public Folders, CA Reports, CA CSDP Reports. 4. Select a report and click View. 5. Enter the valid parameters and click Run Query. The report opens. The form is submitted. You are notified through an . You can now view service change or cancelation report to recover the service for the customer. Chapter 1: Introduction 11

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