CA Cloud Service Delivery Platform

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1 CA Cloud Service Delivery Platform Service Level 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 Collect Metric Data... 7 Manage Violations... 8 Detect SLA Degradation... 8 Track and Manage SLAs, SLOs, KPIs... 9 Generate Reports for Performance Levels... 9 Contents 5

6

7 Chapter 1: Introduction As a service provider service level manager, you manage the customer service level agreement (SLA). You can view the status of service level commitments and can ensure that they are not impacted. 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: Collect Metric Data (see page 7) Manage Violations (see page 8) Detect SLA Degradation (see page 8) Track and Manage SLAs, SLOs, KPIs (see page 9) Generate Reports for Performance Levels (see page 9) Collect Metric Data Service level agreement values quantify the quality of services you provide based on predefined (agreed upon) values. The various parameters define and affect the service level agreement (SLA) values. You monitor the performance of the resources, the services that are provided, and the customer problem management to ensure that your support department meets the SLAs. Follow these steps: 1. Log in to the service portal. 2. Click the Collect Metric Data for SLAs, SLOs, 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. Chapter 1: Introduction 7

8 Manage Violations 7. Click the chart. The SLA Current Status report opens. You can collect the metric data for further analysis. Manage Violations You are responsible to understand, monitor, and report customer violations on agreed service level agreements (SLA). You can run ad-hoc queries to track the issue to the closure, take the necessary action to mitigate, verify SLA compliance, and report violations. Follow these steps: 1. Log in to the service portal. 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. Detect SLA Degradation As a service level manager you must track the services and the performance of the service. 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 must be based on available information such as monitoring statistics. Depending on the repair action, perform violation detection actions on individual services. Follow these steps: 1. Log in to the service portal. 2. Click the Detect SLA degradation link in the Quick Start. The CA Service Operations Insight page opens. 8 Service Level Manager

9 Track and Manage SLAs, SLOs, KPIs 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. Track and Manage SLAs, SLOs, KPIs Track and manage service level agreements (SLA), service level objects (SLO), and key performance indicators (KPI), allow organizations to catalog and manage their service level obligations. Follow these steps: 1. Log in to the service portal. 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. Generate Reports for Performance Levels Generate reports for the service level agreements (SLA), service level objects (SLO), and key performance indicators (KPI), to view the performance levels. Follow these steps: 1. Log in to the service portal. 2. Click the Generate Report for SLAs, SLOs, 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. Chapter 1: Introduction 9

10 Generate Reports for Performance Levels 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. 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. 10 Service Level Manager

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