Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

Transcription

1 Front cover Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation Detailed architecture and component description Installation and configuration processing Managing business services in real time Budi Darmawan Thomas Boiocchi Andre Ricardo Cavalcanti de Araujo Mario Schuerewegen Phillip Stanton ibm.com/redbooks

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3 International Technical Support Organization Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation September 2009 SG

4 Note: Before using this information and the product it supports, read the information in Notices on page vii. First Edition (September 2009) This edition applies to Version 4, Release 1, Modification 1 of IBM Tivoli Business Services Manager (product number 5724-C51). Copyright International Business Machines Corporation All rights reserved. Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Notices vii Trademarks viii Preface ix The team that wrote this book ix Become a published author xi Comments welcome xii Chapter 1. Certification overview IBM Professional Certification Program Benefits of certification IBM Tivoli Software Professional Certification Growth through skills IBM Tivoli Business Services Manager V4.1.1 test objectives Planning Installation Configuration Customization Operations Troubleshooting Certification achieved IBM Tivoli Business Service Manager V Tivoli Fault Management Solutions IBM Service Management Service Availability and Performance Management IBM Service Management Data Center Management and Transformation Recommended study resources Courses Chapter 2. Planning IBM Tivoli Business Service Manager architecture IBM Tivoli Netcool/OMNIBus ObjectServer Netcool License Server Netcool Security Manager IBM Tivoli Netcool GUI Foundation IBM Tivoli Business Service Manager server Planning prerequisites Operating system requirements Copyright IBM Corp All rights reserved. iii

6 2.2.2 Java requirements Web browser support Hardware requirements Service dependencies diagram Deployment plan Chapter 3. Installation Preparation Windows preparation UNIX/Linux preparation Installation Running the installation wizard Silent installation Uninstallation Post installation customization Verification Chapter 4. Configuration Properties settings Maintenance schedule Create and edit maintenance schedule Deleting a maintenance schedule Refresh interval SSL configuration Security settings Data sources Data fetcher Service templates and service instance Service template Service instances Auto population rule ESDA rule Chapter 5. Customization Custom page and layout Custom canvas Setting the default viewer Tree template editor Customer customization Chapter 6. Operations Startup and shutdown Test event IBM Tivoli Netcool/OMNIbus update iv Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

7 6.4 XMLconfig and CSS modification Configuration export and import Backup and restore Backing up on UNIX Restoring on UNIX Backing up on Windows Restoring on Windows Chapter 7. Troubleshooting Installation problems Windows UNIX Operational problems Upgrade problems Appendix A. Sample test Sample questions Sample question answer Related publications IBM Redbooks Other publications Online resources How to get Redbooks Help from IBM Index Contents v

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9 Notices This information was developed for products and services offered in the U.S.A. IBM may not offer the products, services, or features discussed in this document in other countries. Consult your local IBM representative for information on the products and services currently available in your area. Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM product, program, or service may be used. Any functionally equivalent product, program, or service that does not infringe any IBM intellectual property right may be used instead. However, it is the user's responsibility to evaluate and verify the operation of any non-ibm product, program, or service. IBM may have patents or pending patent applications covering subject matter described in this document. The furnishing of this document does not give you any license to these patents. You can send license inquiries, in writing, to: IBM Director of Licensing, IBM Corporation, North Castle Drive, Armonk, NY U.S.A. The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-ibm Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. Information concerning non-ibm products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products and cannot confirm the accuracy of performance, compatibility or any other claims related to non-ibm products. Questions on the capabilities of non-ibm products should be addressed to the suppliers of those products. This information contains examples of data and reports used in daily business operations. To illustrate them as completely as possible, the examples include the names of individuals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. COPYRIGHT LICENSE: This information contains sample application programs in source language, which illustrate programming techniques on various operating platforms. You may copy, modify, and distribute these sample programs in any form without payment to IBM, for the purposes of developing, using, marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written. These examples have not been thoroughly tested under all conditions. IBM, therefore, cannot guarantee or imply reliability, serviceability, or function of these programs. Copyright IBM Corp All rights reserved. vii

10 Trademarks IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol ( or ), indicating US registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at The following terms are trademarks of the International Business Machines Corporation in the United States, other countries, or both: AIX 5L AIX DB2 Foundations IBM Informix Lotus Netcool PartnerWorld POWER5 Rational Redbooks Redpapers Redbooks (logo) System i System p System z Tivoli Enterprise Console Tivoli ValueNet WebSphere z/os The following terms are trademarks of other companies: ValueNet, and the FileNet logo are registered trademarks of FileNet Corporation in the United States, other countries or both. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. SUSE, the Novell logo, and the N logo are registered trademarks of Novell, Inc. in the United States and other countries. Oracle, JD Edwards, PeopleSoft, Siebel, and TopLink are registered trademarks of Oracle Corporation and/or its affiliates. Red Hat, and the Shadowman logo are trademarks or registered trademarks of Red Hat, Inc. in the U.S. and other countries. J2EE, Java, JDBC, JSP, JVM, MySQL, Solaris, Sun, Sun Java, and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Active Directory, Expression, Internet Explorer, Microsoft, Windows Server, Windows Vista, Windows, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. Intel Xeon, Intel, Intel logo, Intel Inside logo, and Intel Centrino logo are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Linux is a trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. viii Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

11 Preface This IBM Redbooks publication is a study guide for the IBM Tivoli Business Service Manager V4.1.1 certification test. It is aimed at IT professionals who want to be an IBM Certified Professional for this product. The IBM Tivoli Business Service Manager V4.1.1 implementation test is offered through the IBM Professional Certification program. It is designed to validate the skills required of technical professionals who work in the implementation and deployment of IBM Tivoli Business Service Manager V This book provides the necessary information for understanding the subject matter. It includes sample questions that will help evaluate personal progress. It familiarizes the readers with the types of questions that may be encountered in the exam. This guide does not replace practical experience and is not designed to be a stand-alone guide for the subject. Instead, this guide should be combined with educational activities and experiences and used as a very useful preparation guide for exam. For your convenience, the chapters are based on the certification objectives of the IBM Tivoli Business Service Manager V4.1.1 implementation certification test. Those requirements are planning, prerequisites, installation, configuration, administration, problem determination. Studying each chapter helps you prepare for the objectives of the exam. The team that wrote this book This book was produced by a team of specialists from around the world working at the International Technical Support Organization, Raleigh Center. Copyright IBM Corp All rights reserved. ix

12 Figure 1 Mario, Thomas, Andre, and Phillip Budi Darmawan is a Project Leader at the International Technical Support Organization, Austin Center. He writes extensively and teaches IBM classes worldwide on all areas of Tivoli and systems management. Before joining the ITSO 10 years ago, Budi worked in Integrated Solution Services, IBM Indonesia as lead implementer and solution architect. Thomas Boiocchi an IT Specialist based in Italy, working for Tivoli Services since He joined IBM after working for several years as a Netcool Specialist for Eirteic Consulting travelling around the world. He has 10 years of IT experience and previously worked as a system and network administrator in Telkom and banks in Italy. His area of expertise include IBM Tivoli Netcool/OMNIbus, IBM Tivoli Business Services Manager, Network Manager, and IBM Tivoli Netcool/Impact. Andre Ricardo Cavalcanti de Araujo is a System Management Information Technology Specialist working with Tivoli Management Product in Brazil. He has 12 years of experience in servers and systems support. He hold a degree in Telecommunication Engineering and has MBA in Network Computer x Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

13 Management. His areas of expertise include UNIX/Linux support, Cisco networking, networking security, and infrastructure and networking management. Mario Schuerewegen is a Technical Presales specialist based in Belgium that specializes in Netcool products. He has 10 years of experience in the network and event management field. His areas of expertise include Cisco networking, SNMP, and network management. Philip Stanton is an L2 software support specialist based in the United States. He has 12 years of Information Technology experience and holds a Bachelors of Science degree in Business Administration with an emphasis on Information Systems. Most of his experience is in supporting and administrating mixed UNIX and Microsoft Windows platforms for various Business to Business services and e-commerce Web sites. He joined IBM 2 years ago in L2 support for the IBM Tivoli Netcool/OMNIbus, IBM Tivoli Netcool/Webtop, System Service monitors, and Internet Service Monitors software solutions. He currently holds the following certifications: Netcool Core V2, Netcool Core V3, Tivoli Level 2 Support Tools and Processes, and MCSE NT4/2000. Thanks to the following people for their contributions to this project: Tamikia Barrow, Margaret Ticknor, Wade Wallace International Technical Support Organization, Raleigh Center Jill Kanatzar IBM Software Group, Worldwide Sales Channel Growth Executive Become a published author Join us for a two- to six-week residency program! Help write a book dealing with specific products or solutions, while getting hands-on experience with leading-edge technologies. You will have the opportunity to team with IBM technical professionals, Business Partners, and Clients. Your efforts will help increase product acceptance and customer satisfaction. As a bonus, you will develop a network of contacts in IBM development labs, and increase your productivity and marketability. Find out more about the residency program, browse the residency index, and apply online at: ibm.com/redbooks/residencies.html Preface xi

14 Comments welcome Your comments are important to us! We want our books to be as helpful as possible. Send us your comments about this book or other IBM Redbooks publications in one of the following ways: Use the online Contact us review Redbooks form found at: ibm.com/redbooks Send your comments in an to: Mail your comments to: IBM Corporation, International Technical Support Organization Dept. HYTD Mail Station P South Road Poughkeepsie, NY xii Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

15 1 Chapter 1. Certification overview This chapter provides an overview of the skills requirements needed to obtain an IBM Tivoli Business Service Manager V4.1.1 certification. This chapter provides a comprehensive review of topics that are essential for obtaining the certification in the following sections: 1.1, IBM Professional Certification Program on page 2 1.2, IBM Tivoli Business Services Manager V4.1.1 test objectives on page 8 1.3, Certification achieved on page , Recommended study resources on page 26 Copyright IBM Corp All rights reserved. 1

16 1.1 IBM Professional Certification Program Having the right skills for the job is critical in the growing global marketplace. IBM Professional Certification is designed to validate your skills and proficiency with the latest IBM solution and product technology. It can help provide that competitive edge. The Professional Certification Program from IBM offers a business solution for skilled technical professionals seeking to demonstrate their expertise to the world. The program is designed to validate your skills and demonstrate your proficiency in the latest IBM technology and solutions. In addition, professional certification may help you excel at your job by giving you and your employer the confidence that your skills have been tested. You may be able to deliver higher levels of service and technical expertise than non-certified employees and move to a faster career track. The certification requirements are difficult, but they are not overwhelming. IBM Professional Certification is a rigorous process that differentiates you from everyone else. The mission of IBM Professional Certification is to: Provide a reliable, valid, and fair method of assessing skills and knowledge. Provide IBM with a method of building and validating the skills of individuals and organizations. Develop a loyal community of highly skilled certified professionals who recommend, sell, service, support, and use IBM products and solutions. The Professional Certification Program from IBM has developed certification role names to guide you in your professional development. The certification role names include IBM Certified Specialist, IBM Certified Solutions/Systems Expert, and IBM Certified Advanced Technical Expert. These role names are for technical professionals who sell, service, and support IBM solutions. For technical professionals in application development, the certification roles include IBM Certified Developer Associate and IBM Certified Developer. An IBM Certified Instructor certifies the professional instructor. The Professional Certification Program from IBM provides you with a structured program leading to an internationally recognized qualification. The program is designed for flexibility by allowing you to select your role, prepare for and take tests at your own pace, and, in some cases, select from a choice of elective tests best suited to your abilities and needs. Some roles also offer a shortcut by giving credit for a certification obtained in other industry certification programs. 2 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

17 You can be a network administrator, systems integrator, network integrator, solution architect, solution developer, value-added reseller, technical coordinator, sales representative, or educational trainer. Regardless of your role, you can start charting your course through the Professional Certification Program from IBM today. The IBM Professional Certification Program Web site is available at the following address: Benefits of certification Certification is a tool to help objectively measure the performance of a professional on a given job at a defined skill level. Therefore, it is beneficial for individuals who want to validate their own skills and performance levels, their employees, or both. For optimum benefit, the certification tests must reflect the critical tasks required for a job, the skill levels of each task, and the frequency by which a task needs to be performed. IBM prides itself in designing comprehensive, documented processes that ensure that IBM certification tests remain relevant to the work environment of potential certification candidates. In addition to assessing job skills and performance levels, professional certification can also provide such benefits as: For employees: Promotes recognition as an IBM certified professional Helps to create advantages in interviews Assists in salary increases, corporate advancement, or both Increases self-esteem Provides continuing professional benefits For employers: Measures the effectiveness of training Reduces course redundancy and unnecessary expenses Provides objective benchmarks for validating skills Makes long-range planning easier Helps to manage professional development Aids as a hiring tool Contributes to competitive advantage Increases productivity Increases morale and loyalty Chapter 1. Certification overview 3

18 Specific benefits can vary by country (region) and role. In general, after you become certified, you should receive the following benefits: Industry recognition Certification may accelerate your career potential by validating your professional competency and increasing your ability to provide solid, capable technical support. Program credentials As a certified professional, you receive through your certificate of completion and the certification mark associated with your role for use in advertisements and business literature. You can also request a hardcopy certificate, which includes a wallet-size certificate. The Professional Certification Program from IBM acknowledges the individual as a technical professional. The certification mark is for the exclusive use of the certified individual. Ongoing technical vitality IBM Certified professionals are included in mailings from the Professional Certification Program from IBM IBM Tivoli Software Professional Certification The IBM Tivoli Professional Certification program offers certification testing that sets the standard for qualified product consultants, administrators, architects, and Business Partners. The program also offers an internationally recognized qualification for technical professionals seeking to apply their expertise in today's complex business environment. The program is designed for those who implement, buy, sell, service, and support IBM Tivoli solutions and want to deliver higher levels of service and technical expertise. Benefits of being Tivoli certified Tivoli certification provides the following benefits: For the individual: IBM Certified certificate and use of logos on business cards Recognition of your technical skills by your peers and management Enhanced career opportunities Focus for your professional development 4 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

19 For the IBM Business Partner: Confidence in the skills of your employees Enhanced partnership benefits from the IBM Business Partner program Billing your employees out at higher rates Strengthens your proposals to customers Demonstrates the depth of technical skills available to prospective customers For the customer: Confidence in the service professionals handling your implementation Ease of hiring competent employees to manage your Tivoli environment Enhanced return on investment (ROI) through more thorough integration with Tivoli and third-party products Ease of selecting a Tivoli Business Partner that meets your specific needs Certification checklist The certification process is as follows: 1. Select the certification that you want to pursue. 2. Determine which test or tests are required by reading the certification role description. 3. Prepare for the test, using the following resources: Test objectives (1.2, IBM Tivoli Business Services Manager V4.1.1 test objectives on page 8) Recommended educational resources (1.4, Recommended study resources on page 26) Sample/assessment test (Appendix A, Sample test on page 163) Other reference materials Opportunities for experience 4. Register to take a test by contacting one of our worldwide testing vendors: Thomson Prometric Pearson Virtual University Enterprises (VUE) 5. Take the test. Be sure to keep the Examination Score Report provided upon test completion as your record of taking the test. Chapter 1. Certification overview 5

20 6. Repeat steps three through five until all required tests are successfully completed for the desired certification role. If additional requirements are needed (such as another vendor certification or exam), follow the instructions on the certification description page to submit these requirements to IBM. 7. After you complete your certification requirements, you will be sent an asking you to accept the terms of the IBM Certification Agreement before receiving the certificate. 8. Upon acceptance of the terms of the IBM Certification Agreement, an will be sent containing the following electronic deliverables: A Certification Certificate in PDF format, which can be printed in either color or black and white A set of graphic files of the IBM Professional Certification mark associated with the certification achieved Guidelines for the use of the IBM Professional Certification mark 9. To avoid unnecessary delay in receiving your certificate, ensure that we have your current on file by keeping your profile up to date. If you do not have an address on file, your certificate will be sent through postal mail. After you receive a certificate by , you can also contact IBM at mailto:[email protected] to request that a hardcopy certificate be sent by postal mail Growth through skills Customers want to work with experts who understand their business and can help them achieve their objectives. IBM Business Partners who have expertise across the IBM software portfolio are well positioned to deliver high client value. IBM Software is announcing the next step in our Business Partner channel strategy by focusing on Growth Through Skills. In October 2009, IBM will roll out a new controlled distribution model to maximize value to our Business Partners and customers. A subset of the IBM software portfolio will continue to be offered through the open distribution model or by using Software ValueNet. The benefits of the growth through skills program are: Protects and maximizes your return on investment (ROI) in the technical, sales and marketing skills you have developed. Places a premium on your skills and solutions that differentiate your ability to offer your customers guidance in a tough economy. 6 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

21 Rewards the value you bring throughout the sales cycle through the lucrative IBM Software Value Incentive (SVI). Provides financial rewards for integrating IBM software with your business solutions through the Value Advantage Plus (VAP) incentive. Accelerates your growth with experienced software Value Added Distributors (VADs). Improves access to IBM resources, including industry-leading sales, technical, and marketing. Authorization to resell IBM software products within controlled distribution is achieved at the product group level. There are 14 products groups across the five brands. WebSphere SOA Foundation Connectivity Business Process Management Commerce SOA Appliances Enterprise Solutions (IBM System z ) Tivoli Storage Management Security & Compliance Management Automation Enterprise Asset Management Information Management Heritage CM Data Management Lotus Portal Rational The criteria for authorization to resell IBM Software products within controlled distribution include: Membership in the IBM PartnerWorld program Chapter 1. Certification overview 7

22 Approved participation in Software Value Incentive (SVI) or Value Advantage Plus (VAP) For SVI, technical and sales skills in the product group(s) you want to sell For VAP, an approved solution containing the product group(s) you want to sell An approved PartnerPlan Minimum revenue participation levels within SVI and VAP after the first year IBM provides comprehensive enablement options to support the education, training, and certifications necessary to qualify for authorization to resell: Leverage the readiness assessment tools and work with your Distributor or IBM Business Partner Sales Representative to explore enablement opportunities and support. Visit the Subject Matter Expert (SME) Zone on the Virtual Innovation Center as a single point of entry to review software education and customized roadmaps. Learn about the You Pass, We Pay education reimbursement. Participate in readiness events throughout the year and revisit the Web for updates and the latest support materials. 1.2 IBM Tivoli Business Services Manager V4.1.1 test objectives The test has the following objectives: 1.2.1, Planning on page , Installation on page , Configuration on page , Customization on page , Operations on page , Troubleshooting on page 20 For the most updated objectives of the IBM Tivoli Business Services Manager V4.1.1 Implementation test (test #436), refer to the following address: 8 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

23 1.2.1 Planning This test has the following aspects: Number of questions: 51 Time allowed in minutes: 90 Required passing score: 65% Test languages: English Given vendor documentation, customer documentation, and requirements, validate the customer environment so that customer requirements are fulfilled and IBM Tivoli Business Services Manager is ready to install, with emphasis on the following steps: 1. Verify operating systems. 2. Verify OS patches. 3. Verify DNS. 4. Identify a non-root login. 5. Determine disk space. 6. Determine memory. 7. Determine failover configuration. 8. Determine authentication types. Given business service information, determine which services to monitor, the service dependencies, the service-affecting events and data, and create a diagram so that all service dependencies are shown, with emphasis on performing the following tasks: 1. Determine the highest-level services to monitor. 2. Determine what applications, devices, and so on that support the high-level services 3. Determine how the lower-level services affect the higher-level services. 4. Determine what events or data affects each service type. Given IBM Tivoli Business Services Manager prerequisites, server information, and expected product load information, verify the prerequisites are met, create a deployment plan so that business objectives are met, with emphasis on performing the following tasks: 1. Ensure the prerequisites for the IBM Tivoli Business Services Manager product are met. 2. Determine the IBM Tivoli Business Services Manager installation plan (simple or advanced; one host, two hosts, or four hosts). Chapter 1. Certification overview 9

24 1.2.2 Installation Configuration Given the installation media and prerequisites for IBM Tivoli Business Services Manager, install IBM Tivoli Business Services Manager using the installation program so that all IBM Tivoli Business Services Manager components are installed, with emphasis on the following steps: 1. Create an IBM Tivoli Business Services Manager user. (In UNIX, create a local, non-root user ID with shell capabilities; in Windows, create a user that is a member of the local administrator group, not a user that is a member of the domain administrator group.) 2. Obtain the installation media. 3. Ensure that the prerequisites for IBM Tivoli Business Services Manager product are met. 4. Run the installation program. (Run launchpad.sh in UNIX and launchpad.exe in Windows.) Given a running ObjectServer and IBM Tivoli Business Services Manager server, discover the ObjectServer schema so that IBM Tivoli Business Services Manager events appear in the ObjectServer, with emphasis on the following steps: 1. Run $NCHOME/bin/rad_discover_schema ObjectServer. 2. Run $NCHOME/bin/rad_discover_schema OutputObjectServer. 3. Verify that IBM Tivoli Business Services Manager events are appearing in the ObjectServer. Given the customer requirements, service model requirements, product manuals, and maintenance schedules, edit the log levels and maintenance schedules, verify the IBM Tivoli Netcool/OMNIbus connection, and configure properties so that a IBM Tivoli Business Services Manager server settings are configured, with emphasis on the following steps: 1. Edit the log detail levels (RAD_server.props, RAD_policylogger.props, and log4j.properties). 2. Edit the maintenance schedules using the GUI. 3. Edit the scheduletime.xml file to delete a maintenance schedule. 4. Configure the properties (Servicetree refresh interval, service model time out, discriminator field, and default service viewer type) in RAD_sla.props and RAD_av.props. 10 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

25 Given a Data Source type and the correct Data Source connectivity information, and assuming that they exist and work, create a Data Source mapping within IBM Tivoli Business Services Manager so that external information can affect the status of services in a service model, with emphasis on the following steps: 1. Log in to IBM Tivoli Business Services Manager. 2. Switch to the Service Administration window. 3. Click the Data tab. 4. Click the New button. 5. Enter the Data Source Settings and connectivity information. 6. Click Test Data Source. 7. Save your settings. Given the query data, a timing interval, and an existing data source name, create a Data Fetcher so that results are returned to IBM Tivoli Business Services Manager, with emphasis on the following steps: 1. Log in to IBM Tivoli Business Services Manager. 2. Switch to the Service Administration window. 3. Click the Data Fetcher tab. 4. Click the New button. 5. Enter a unique name for the data fetcher. 6. Select the Data Source. 7. Enter the SQL Query 8. Enter the expression for the SQL query 9. Set up the interval. 10.Click the View button. Given access to IBM Tivoli Business Services Manager, and service template and service instance information, configure a service template and service instance so that a service model is displayed, with emphasis on the following steps: 1. Log in to IBM Tivoli Business Services Manager. 2. Switch to the Service Administration window. 3. Select the Templates tab. 4. Click the New button. 5. Enter the template settings. 6. Create the template rules. 7. Save the service template. 8. Switch to the Service Administration window. 9. Select the Services tab. 10.Click the New button. 11.Enter the service instance settings. 12.Select the service template. 13.Click the Identification field tab. 14.Enter the field s value. Chapter 1. Certification overview 11

26 15.Save the service instance. Given the SSL certificate was created or purchased, IBM Tivoli Business Services Manager was installed, and you have the server login information, create SSL Secured Access to the IBM Tivoli Business Services Manager server so that customer data is protected, with emphasis on the following steps: Security Manager SSL Authentication: a. Log in to the Security Manager server. b. Create a Security Manager Server Certificate. c. Add the certificate properties to SM_servletservice.props. d. Encrypt the keypass password. e. Configure SM_server.props. IBM Tivoli Business Services Manager SSL Authentication: a. Log in to the IBM Tivoli Business Services Manager server. b. Create the Security Manager Server Certificate (if different from NCSM). c. Add the certificate properties to server.props. d. Configure server.xml. Given access to IBM Tivoli Business Services Manager and an existing and configured Data Source, Data Fetcher, and service template, create AutoPopulation rules in a template so that a Service is created automatically, with emphasis on the following steps: 1. Log in to IBM Tivoli Business Services Manager. 2. Switch to the Service Administration window. 3. Click the Templates tab. 4. Edit the template. 5. Click the Create Auto-Population Rules button. 6. Enter a unique rule name. 7. Select the incoming status rule. 8. Enter the Auto-Population information. 9. Repeat step 8 for any parent configuration. 10.Save the service template. Given an existing template and access to IBM Tivoli Business Services Manager, create rules so that an enriched event can be displayed on the service model, with emphasis on the following steps: 1. Edit the template. 2. Create a dependency rule by clicking the Rule tab. 3. Select the outage information. 4. Save your changes. 5. Edit the template. 6. Create an incoming status rule by clicking the Rule tab. 7. Determine whether to create a good/marginal/bad rule or numerical rule. 8. Enter the rule settings. 12 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

27 9. Save your changes. 10.Edit the template Customization Given an existing service template, data sources, and product documentation, create a service using External Service Dependency Adapter (ESDA) so that the ESDA rule is configured, with emphasis on the following steps: 1. Edit the template. 2. Create an ESDA rule by clicking the Rule tab. 3. Determine whether the ESDA is a child or parent rule. 4. Select Data Source. 5. Enter an SQL query. 6. Enter the Expressions field information, 7. Verify the selected template. 8. Click Enabled. Given an existing service instance and existing user or group, add security permissions to service instance so that access to view or edit the server instance is restricted., with emphasis on the following steps: 1. Edit the service instance. 2. Click the Security tab. 3. Select the users or groups. 4. Select the privileges. 5. Save the service instance. Given the customer page template was verified, there is product documentation, IBM Tivoli Business Services Manager is installed, and the admin user has been defined, create a custom page using customer specified layouts and viewpoints so that a custom page is properly displayed, with emphasis on the following steps: 1. Log in to the IBM Tivoli Business Services Manager GUI as the admin user. 2. Switch to the Administration window. 3. Switch to the Layout tab. 4. Click the Add button. 5. Type in the page name and page title. 6. Select the correct category name and value. 7. Click Add. 8. Edit the page from the designated view. Chapter 1. Certification overview 13

28 9. Select the layout (menu pane, one column, tab pane, three columns, two columns, or state-maintained tab pane) 10.Select the Security ID (user only, default, admin view only, admins only, and user view only). 11.Add the designated viewpoint (active event list, chartview, iframe example, lightweight event list, mapview, service details, service tree, service viewer, table view, urgent service, version information, or end of viewpoints), pane, or view. 12.Organize the viewpoints as specified by the template. 13.Select the decoration specified by the template. 14.Save the page. Given that IBM Tivoli Business Services Manager is installed, an admin user is defined, and there is a service model, product documentation, and canvas template, create a custom canvas in the appropriate way, add and organize indicator icons and decorations, select the background color, and save the canvas so that the custom canvas can be displayed, with emphasis on the following steps: 1. Log in to IBM Tivoli Business Services Manager as an admin user. 2. Switch to the Service Administration window. 3. If the canvas should be tied to an instance, display the instance in the service viewer. 4. Click the Create Canvas button in the service viewer. 5. If the canvas should not be tied to an instance, click the Custom canvases selector. 6. Click the Create custom canvas button. 7. Add the indicator icons as specified by the predefined canvas template. 8. When adding indicator icons, specify the correct rules for each value. 9. Organize icons on the canvas. 10.Add and organize decorations. 11.Select the background color. 12.Save the canvas. 14 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

29 Given that IBM Tivoli Business Services Manager is install, an admin user is defined, and there are existing custom pages, templates, metric rules, data sources, data fetchers, and product documentation, create a new tree template that defines the templates to be used and data to be displayed so that a custom scorecard is created to display external data, with emphasis on the following steps: Log in to the IBM Tivoli Business Services Manager GUI as the admin user. Switch to the Service Administration window. From the services selector, click the Tree Template Editor button. Create a new tree template. Select the new tree template. Change the sizing for columns to be displayed. Create the columns to be displayed on the custom scorecard. Select the templates to be used. For each template, select the user defined metric/incoming status rule or system defined rule. Relate each rule that is selected to a column on the tree. Edit the policy to customize what is displayed in the column, such as the value being received or the custom icon. Save the tree template. Switch to the custom page where the custom service tree should be located. Edit the service tree viewpoint. Select the new tree template and the starting service instance. Given the client's custom images, customize the IBM Tivoli Business Services Manager page header and viewpoint header, as well as the custom service tree icons, so that IBM Tivoli Business Services Manager displays the customer's header images and custom service tree icons, with emphasis on the following steps: 1. Place all the custom background header images in the appropriate directory. 2. Edit the background-image for the file $NCHOME/guifoundation/webapps/desktop/css/ngf/ngf.css so that it points IBM Tivoli Business Services Manager to display new header images in the following sections: Table.netcool-topheader Td.netcool-topheader-left Td.netcool-topheader-right Chapter 1. Certification overview 15

30 1.2.5 Operations 3. Edit the background-image for the file $NCHOME/guifoundation/webapps/desktop/css/viewpoint.css to point IBM Tivoli Business Services Manager to display new viewpoint header images in the following sections: table.vp_header td.vp_header_left table.vp_header vp_header_title table.vp_header td.vp_header_right Given the custom icons and defined service model, customize IBM Tivoli Business Services Manager so that the client service tree displays custom icons, with emphasis on the following steps: 1. Place all custom icon images in the directory $NCHOME/guifoundaiton/webapps/sla/images. 2. Edit the following policy to change the icon based on the current column by using the tree template: a. Place the editor in the IBM Tivoli Business Services Manager GUI. b. Change the VALUE variable for each icon that should display if the column name is customized. c. Have the icon based on the icon that would normally be displayed. 3. Save the policy. Given the dependencies between all four IBM Tivoli Business Services Manager components, perform the correct starting order (License Server, IBM Tivoli Netcool/OMNIbus, Security Manager, and then IBM Tivoli Business Services Manager) and stopping order (IBM Tivoli Business Services Manager, Security Manager, IBM Tivoli Netcool/OMNIbus, nd then License Server) of all four components so that all four components will function properly and will allow for a login to the IBM Tivoli Business Services Manager console, with emphasis on the following steps: The order of starting IBM Tivoli Business Services Manager components are: a. Start IBM Tivoli Netcool Common License Server by running the following commands: UNIX: $NCHOME/license/bin/nc_start_license Windows: net start NCO Flex License Manager or start from the services window. 16 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

31 b. Start IBM Tivoli Netcool/OMNIbus by running the following commands: UNIX: $OMNIHOME/bin/nco_objserv Windows: net start Netcool OMNIbus ObjectServer c. Start IBM Tivoli Netcool Security Manager by running the following commands: UNIX: $NCHOME/security/bin/ncsm_server Windows: net start Netcool Security Manager Server d. Start IBM Tivoli Business Services Manager by running the following commands: UNIX: $NCHOME/bin/rad_server Windows: net start Netcool Postgres Database and net start Netcool GUI Foundation Server The order of stopping IBM Tivoli Business Services Manager components are: a. Stop IBM Tivoli Business Services Manager by running the following commands: UNIX: $NCHOME/bin/rad_shutdown Windows: net stop Netcool GUI Foundation Server and net stop Netcool Postgres Database b. Stop IBM Tivoli Netcool Security Manager by running the following commands: UNIX: $NCHOME/security/bin/ncsm_shutdown Windows: net stop Netcool Security Manager Server c. Stop IBM Tivoli Netcool/OMNIbus by running the following commands: UNIX: $OMNIHOME/bin/nco_sql -S NCOMS -U root -P "" alter system shutdown go Exit Windows: net stop Netcool OMNIbus ObjectServer d. Stop IBM Tivoli Netcool Common License Server by running the following commands: UNIX: $NCHOME/license/bin/nc_stop_license Windows: net stop NCO Flex License Manager or stop it from services window Chapter 1. Certification overview 17

32 Given that you have configured a service model, use the rad_sendevent utility to send test events to the IBM Tivoli Business Services Manager ObjectServer so that you can confirm that the services in the model respond to service-affecting ObjectServer events properly, with emphasis on the following steps: 1. Issue the rad_sendevent command using the following syntax: rad_sendevent <ObjectServer host> <ObjectServer port> <ObjectServer userid> <ObjectServer Password or ""> where: ObjectServer host Name of host machine running the ObjectServer monitored by IBM Tivoli Business Services Manager ObjectServer port Port number for the ObjectServer monitored by IBM Tivoli Business Services Manager ObjectServer userid The user name needed to access the ObjectServer ObjectServer Password Password for the user ID. 2. Enter "" for no password. After issuing the rad_sendevent command, a READY prompt will appear; enter the field name. 3. Press the Enter key. 4. Type the field value pair on the next line. 5. Press the Enter key again. 6. When finished typing the field name and value pairs for an event, press the Enter key twice. 7. Then either send another event, or press Ctrl-c to exit rad_sendevent. Given that IBM Tivoli Business Services Manager V4.1.1 is installed and an ObjectServer is running, modify the IBM Tivoli Netcool/OMNIbus schema using the TBSM_db_update.sql file so that the additional fields are now imported to the alerts.status table and an additional table called alerts.service_deps is also added to the schema of the ObjectServer, with emphasis on the following steps: 1. Verify that the tbsm_db_update.sql file is located in the appropriate directory. 2. Modify the IBM Tivoli Netcool/OMNIbus ObjectServer schema by issuing the following command: cat $NCHOME/guifoundation/webapps/sla/install/tbsm_db_update.sql $OMNIHOME/bin/nco_sql -server <servername> -user <username> -password <password> 18 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

33 where: servername username password The name of the ObjectServer you want to create for Netcool/RAD The ObjectServer user name The ObjectServer password Given that a file is manually edited in the $NCHOME/guifoundation/webapps/sla/av/xmlconfig and $NCHOME/guifoundation/webapps/sla/av/css directories, issue the rad_reinitcanvas script so that you see the changes from the IBM Tivoli Business Services Manager GUI without having to restart the RAD server, with emphasis on the following steps: 1. Edit any file manually within the following directories: $NCHOME/guifoundation/webapps/sla/av/css $NCHOME/guifoundation/webapps/sla/av/xmlconfig 2. Execute $NCHOME/bin/rad_reinitcanvas (for UNIX) or %NCHOME%/bin/rad_reinitcanvas.bat (for Windows) 3. View the service tree to see your changes Given that the desired services, templates, data fetchers, and data sources are configured on another IBM Tivoli Business Services Manager server, perform the exporting and importing of service configuration using the radshell function so that services are configured successfully without having to manually create them again, with emphasis on the following steps: 1. On the IBM Tivoli Business Services Manager server with existing services configured, use the radshell export function as follows: a. Execute $NCHOME/bin/rad_radshell. b. When the prompt changes to radshell>, type export ();. c. Press Enter. d. When you are finished exporting, type exit ();. e. Press Enter. All of the service templates, services, data fetchers, and data sources are now written to a file named export.radsh in the $NCHOME/guifoundation/webapps/sla directory. 2. Copy the export.radsh file into the $NCHOME/guifoundation/webapps/sla directory of the IBM Tivoli Business Services Manager server to which you want to import the services. 3. Import the file into that IBM Tivoli Business Services Manager server and enter the command cat export.radsh $NCHOME/bin/rad_radshell. Chapter 1. Certification overview 19

34 1.2.6 Troubleshooting Given that there is an IBM Tivoli Business Services Manager V4.1.1 installation failure on a Windows platform with MSIEXEC error 1603 in the installation logs and a console error Insufficient space in Javaheap to satisfy allocation request, first uninstall IBM Tivoli Business Services Manage, including removing the %NCHOME% directory, and when reinstalling IBM Tivoli Business Services Manager, make sure that the pgservice user is created using the correct guidelines so that the IBM Tivoli Business Services Manager install will not fail due to the rights of the pgservice user. Emphasize the following steps: 1. Make sure that the failed installation is cleaned up. 2. Stop all the Netcool Services (you must have rebooted since the original installation). 3. Select Start Control Panel Add or Remove Programs, select IBM Tivoli Business Service Manager (TBSM), and select the Change/Remove button. 4. Read the information in the Welcome window and click Next. 5. in this window, all the features that have been installed are selected by default. Select the features to uninstall and click Next. Read the listing of the features that will be removed. Click Uninstall. 6. Read the post-uninstallation summary information and click Finish. 7. Reboot the computer after the uninstallation process finishes. 8. If all the components have been uninstalled, remove the %NCHOME% directory. Given that there is an IBM Tivoli Business Services Manager V4.1.1 installation failure on a UNIX platform, and subsequent installation attempts also fail and give the error Import of the schema failed, uninstall IBM Tivoli Business Services Manager using uninstaller.bin, delete the file /var/tmp/locknetcool, and log in as a non-root user and reinstall IBM Tivoli Business Services Manager so that a successful install is achieved. Emphasize the following steps: 1. Run cd $NCHOME/_uninst and run./uninstaller.bin. 2. Delete the file /var/tmp/locknetcool. The /var/tmp/locknetcool file remains from a previous installation attempt. The license server fails to start, and as a result, the IBM Tivoli Netcool/OMNIbus ObjectServer installation also fails (failure to import schema into the ObjectServer). The installation must be done by someone with a non-root user ID. The IBM Tivoli Business Services Manager installation program does not support logging in as root and then switching from root to a different user ID. If you are logged in as root, log out and then log in using a non-root user ID. 20 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

35 3. Re-install IBM Tivoli Business Services Manager V Given that you have upgraded from IBM Tivoli Business Services Manager V4.1 to IBM Tivoli Business Services Manager on Windows with the IBM Tivoli Business Services Manager Reports component, and out of memory errors occur after you view a few reports and the IBM Tivoli Business Services Manager server stops running, set the registry entries for the JVM options for the NCGFServer service executable so that the server should continue running when reviewing reports. Emphasize the following steps: Set the registry entries for JVM options for the NCGFServer service executable as follows: 1. If it is running, stop the IBM Tivoli Netcool GUI Foundation Server service. 2. To open the registry editor, select Start Run and enter regedit in the window that opens. 3. From the Registry Editor, select HKEY_LOCAL_MACHINE SOFTWARE Apache Software Foundation Procrun2.0 NCGFServer Parameters Java. 4. To see the JVM options, double click Options in the right-hand column. 5. In the Edit Multi-String window, add these parameters: -XX:MaxPermSize=128m -XX:+DisableExplicitGC 6. Start the IBM Tivoli Netcool GUI Foundation Server service. 1.3 Certification achieved The test IBM Tivoli Netcool/Impact V4.0 Implementation (#938) is a prerequisite for achieving the following certifications: 1.3.1, IBM Tivoli Business Service Manager V4.1.1 on page , Tivoli Fault Management Solutions 2008 on page , IBM Service Management Service Availability and Performance Management 2009 on page , IBM Service Management Data Center Management and Transformation 2009 on page 25 Chapter 1. Certification overview 21

36 1.3.1 IBM Tivoli Business Service Manager V4.1.1 IBM Tivoli Business Service Manager V4.1.1 is an IBM Certified Deployment Professional certification. Target audience An IBM Certified Deployment Professional - IBM Tivoli Business Service Manager V4.1.1 is a technical professional responsible for planning, installing, configuring, customizing, problem determination, and administering of an IBM Tivoli Business Service Manager. Recommended prerequisite skills The following qualifications are requirements for success: Creating IBM Tivoli Business Service Manager V4.1.1 templates, services, and SLA rules Performing a complete backup of the full IBM Tivoli Business Services Manager Environment for either moving it to another system or restore an IBM Tivoli Business Services Manager environment in case of a crash Knowledge of IBM Tivoli Netcool/OMNIbus Knowledge of Security Manager (users, roles, groups, and how to set permissions of objects) Knowledge of external authentication by way of IBM Tivoli Netcool/OMNIbus and LDAP Configuring IBM Tivoli Business Services Manager to work in an SSL environment for the SM heading Knowledge of customizing canvases and scorecards Knowledge of data fetchers and ESDAs Configuring custom pages and layouts Knowledge of custom viewpoint actions In addition, experience in the following areas is highly recommended: Basic understanding of IBM Tivoli Netcool/Impact Policy development Basic understanding of IBM Tivoli Netcool/Webtop configuration Requirements This certification requires one test: Test IBM Tivoli Business Service Manager V4.1.1 Implementation 22 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

37 1.3.2 Tivoli Fault Management Solutions 2008 Tivoli Fault Management Solutions 2008 is an IBM Certified Advanced Deployment Professional certification. Target audience An IBM Certified Advanced Deployment Professional - Tivoli Fault Management Solutions 2008 is an individual who has demonstrated a higher level of implementation knowledge and skill both in breadth and in depth in the IBM Tivoli Fault Management solutions area. Requirements This certification requires four tests. Any one of the following tests: Test IBM Tivoli Netcool/OMNIbus V7.1 Implementation Test IBM Tivoli Netcool/OMNIbus V7.2 Implementation Test IBM Tivoli Netcool/Webtop V2.0 Any two of the following tests: Test IBM Tivoli Monitoring V6.1 Implementation Test IBM Tivoli Network Manager IP Edition V3.7 Implementation Test IBM Tivoli Composite Application Manager for WebSphere V6.1 Test IBM Tivoli Composite Application Manager for Response Time V6.2 Implementation Test ITIL - Information Technology Infrastructure Library -- Foundations Test IBM Tivoli Business Service Manager V4.1.1 Implementation Test IBM Tivoli Netcool/Impact V4.0 Implementation Test IBM Tivoli Monitoring V6.2 Implementation Chapter 1. Certification overview 23

38 1.3.3 IBM Service Management Service Availability and Performance Management 2009 IBM Service Management Service Availability and Performance Management 2009 is an IBM Certified Advanced Deployment Professional certification. Target audience An IBM Certified Advanced Deployment Professional - IBM Service Management Service Availability and Performance Management 2009 is an individual who has demonstrated a higher level of implementation knowledge and skill both in breadth and in depth in the IBM Tivoli Service Availability and Performance Management solutions area. Requirements This certification requires four tests. Test IBM Tivoli Business Service Manager V4.1.1 Implementation Any one of the following tests: Test IBM Tivoli Composite Application Manager for WebSphere V6.1 Test IBM Tivoli Composite Application Manager for Response Time V6.2 Implementation Test IBM Tivoli Monitoring V6.2 Implementation Any one of the following tests: Test ITIL - Information Technology Infrastructure Library -- Foundations Test IBM Tivoli Workload Scheduler V8.4 Implementation Test IBM Tivoli Network Manager IP Edition V3.7 Implementation 24 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

39 1.3.4 IBM Service Management Data Center Management and Transformation 2009 IBM Service Management Data Center Management and Transformation 2009 is an IBM Certified Advanced Deployment Professional certification. Target audience An IBM Certified Advanced Deployment Professional - IBM Service Management Data Center Management and Transformation 2009 is an individual who has demonstrated a higher level of implementation knowledge and skill both in breadth and in depth in the IBM Tivoli Data Center Management and Transformation solutions area. Requirements This certification requires three or four tests. The tests are: Test IBM Tivoli Application Dependency and Discovery Manager V7.1 Implementation Test IBM Tivoli Monitoring V6.2 Implementation Any one or two of the following tests: Test ITIL - Information Technology Infrastructure Library - Foundations Test IBM Tivoli Usage and Accounting Manager V7.1 Implementation Test IBM WebSphere Application Server Network Deployment V6.1 Core Administration Test IBM Tivoli Workload Scheduler V8.4 Implementation Test IBM Tivoli Business Service Manager V4.1.1 Implementation Test DB2 9 DBA for Linux, UNIX, and Windows Test IBM Tivoli Composite Application Manager for WebSphere V6.1 Test IBM Tivoli Composite Application Manager for Response Time V6.2 Implementation Test IBM Tivoli Netcool/Webtop V2.0 and Test IBM Tivoli Netcool/OMNIbus V7.2 Implementation Chapter 1. Certification overview 25

40 1.4 Recommended study resources Courses and publications are offered to help you prepare for the certification tests. The courses are recommended, but not required, before taking a certification test. If you wish to purchase Web-based training courses or are unable to locate a Web-based course or classroom course at the time and location you desire, please feel free to contact one of our delivery management teams at: Americas: [email protected] EMEA: [email protected] AP: [email protected] Note that course offerings are continuously being added and updated. If you do not see the course(s) below listed in your geography, please contact the delivery management team Courses Course title: IBM Tivoli Business Services Manager V4.1 for Implementers Course duration: 2 days Course number: TM302 Abstract: IBM Tivoli Business Services Manager helps you visualize the health of critical business services and associated SLAs. IBM Tivoli Business Services Manager enables IT to target resources and actions toward the most critical and costly IT resources and issues, ultimately delivering the greatest impact to the business. In this course, you learn how to install and integrate IBM Tivoli Business Services Manager V4.1 with a variety of service event sources. Additionally, you learn how to build custom dashboards to visualize business service health. Course title: IBM Tivoli Business Services Manager V4.1 for Administrators Course duration: 3 days Course number: TM Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

41 Abstract: IBM Tivoli Business Services Manager helps you visualize the health of critical business services and associated Service Level Agreements (SLAs). IBM Tivoli Business Services Manager V4.1 enables IT to target resources and actions toward the most critical and costly IT resources and issues, ultimately delivering the greatest impact to the business. In this course, you will learn how to develop and build service models and configure service views. Through hands-on exercises, you will use, configure, and administer IBM Tivoli Business Services Manager V4.1. IBM Tivoli Business Service Manager V4.1, REDP-4288 This IBM Redpapers publication leads you through the new IBM Tivoli Business Service Manager V4.1 that is based on Netcool/Realtime Active Dashboard (RAD) instead of the previous Tivoli Business Systems Manager V3.1. This paper describes the IBM Tivoli Business Service Manager V4.1 components and architecture. it also discusses comparison of functions for Tivoli Business Systems Manager V3.1 and Netcool/RAD to IBM Tivoli Business Service Manager V4.1. It documents the installation and migration of IBM Tivoli Business Service Manager V4.1 in a test environment. Migration is currently only available for Netcool/RAD V3.0 users. This paper also contains information about integration for the IBM Tivoli Service Management framework that allows IBM Tivoli Business Service Manager to integrate with Tivoli Change and Configuration Management database (CCMDB) using the Discovery Library toolkit. This function is also available for a z/os configuration. Finally, IBM Tivoli Business Service Manager operational considerations are discussed, including a backup and recovery process maintenance schedule, and some performance tips. Chapter 1. Certification overview 27

42 28 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

43 2 Chapter 2. Planning This chapter discusses planning information for IBM Tivoli Business Service Manager. We discuss planning in the following sections: 2.1, IBM Tivoli Business Service Manager architecture on page , Planning prerequisites on page , Service dependencies diagram on page , Deployment plan on page 44 Copyright IBM Corp All rights reserved. 29

44 2.1 IBM Tivoli Business Service Manager architecture The overall architecture of IBM Tivoli Business Service Manager is shown in Figure 2-1. Relational databases CCMDB Discovery Library Books Tivoli Enterprise Console C IBM Tivoli Monitoring OMEGAMON ITCAM NetView Tivoli Service Level Advisor Data fetcher ESDA xml files XML Toolkit JDBC Optional components Tivoli EIF probe TBSM processes SLA events TBSM postgresql TBSM Console Netcool GUI Foundation TBSM Server events Netcool OMNIbus TBSM ObjectServer launch Netcool Webtop user data user data license Tivoli Enterprise Portal Netcool Security Manager Netcool License Server Figure 2-1 Overall architecture of IBM Tivoli Business Service Manager In Figure 2-1, the components in the IBM Tivoli Business Services Manager processes box must exist and can be installed using the IBM Tivoli Business Service Manager installation wizard. These are the central components that make up the IBM Tivoli Business Service Manager server. The optional components are distributed with IBM Tivoli Business Service Manager but can be installed separately. These components are primarily used if you want to interface IBM Tivoli Business Service Manager with external systems. The items in Figure 2-1 that are not shown in the boxes are external components that interface with IBM Tivoli Business Service Manager. 30 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

45 2.1.1 IBM Tivoli Netcool/OMNIBus ObjectServer The IBM Tivoli Netcool/OMNIbus ObjectServer is a high speed event processing engine from which IBM Tivoli Business Service Manager collects events. The IBM Tivoli Netcool/OMNIbus ObjectServer processes events in memory, with a relational database for persistent event storage. The database in IBM Tivoli Netcool/OMNIbus only contains active events. Active events means events that are not yet closed, thus preserving its performance and size. IBM Tivoli Netcool/OMNIbus has the ability to perform event processing, correlation, and automation. The alerts are stored in a table called alerts. The table can be extended to accommodate additional attributes. This ensures that the performance of IBM Tivoli Netcool/OMNIbus is consistent even with additional attributes, compared to a SQL join operation that is required to access additional slots in Tivoli Enterprise Console. The IBM Tivoli Netcool/OMNIbus ObjectServer requires access to: Netcool License Server for product license information Netcool Security Manager for user ID authentication The IBM Tivoli Netcool/OMNIbus ObjectServer runs in its own processes that access an embedded Sybase SQL Anywhere database server. This process can be started separately using the command $NCHOME/InstallTBSM/start_omni.sh NCOMS. IBM Tivoli Netcool/OMNIbus collects events from the probes. Probes can connect directly to the IBM Tivoli Netcool/OMNIbus server or can connect through a gateway process. Probes can collect data directly from the monitored system or act as an event converter. One example of a probe is the Tivoli Event Integration Facility (EIF) probe. The Tivoli EIF probe is a Java process that converts Tivoli Enterprise Console events into IBM Tivoli Netcool/OMNIbus events. As IBM Tivoli Business Service Manager gathers status information from events, it taps into IBM Tivoli Netcool/OMNIbus events. Sometimes it is necessary to see what events are in IBM Tivoli Netcool/OMNIbus, or to manage the IBM Tivoli Netcool/OMNIbus definition for problem determination or configuration. The IBM Tivoli Netcool/OMNIbus software distributed with IBM Tivoli Business Service Manager is a restricted version of IBM Tivoli Netcool/OMNIbus. It does not have the full administration and client function to access IBM Tivoli Netcool/OMNIbus. You might want to purchase a separate, fully functional IBM Tivoli Netcool/OMNIbus license to work with these advanced customization needs. Chapter 2. Planning 31

46 The IBM Tivoli Netcool/OMNIbus configuration interface is started with the command $NCHOME/omnibus/bin/nco_config. The interface is shown in Figure 2-2. Figure 2-2 IBM Tivoli Netcool/OMNIbus configuration The IBM Tivoli Netcool/OMNIbus events can be accessed using the utility called $NCHOME/omnibus/bin/nco_event. The login window is shown in Figure 2-3 on page 33. Note: We have to modify $NCHOME/platform/linux2x86/locales/locales.dat under the [linux] section to define our locale. The $LOCALE definition in our Red Hat Enterprise Linux is en_us.utf-8, while the definition is en_us.utf8. 32 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

47 Figure 2-3 Log in to event browser The event browser is shown in Figure 2-4. Figure 2-4 Event browser Chapter 2. Planning 33

48 When you click View, for example, in the All Events area, the detailed event list is displayed, as shown in Figure 2-5. Figure 2-5 Event list Netcool License Server IBM Tivoli Netcool/OMNIbus requires a license to know the features that are enabled for a particular installation. This license is managed by the Netcool License Server. The server serves as a license repository that the product checks and validates. The Netcool License Server is installed as a separate directory structure under $NCHOME/license. It runs on its own process, either as a UNIX daemon or a Windows service. Licenses are stored as files under the $NCHOME/license/etc directory. IBM Tivoli Business Service Manager V4.1 uses two license files: netcool_omni_anyhost_keys.lic netcool_tbsm_anyhost_keys.lic Netcool Security Manager The Netcool Security Manager authenticates the user ID with its password. It runs in a Java process that reads authentication requests from a network port. The password authentication can be performed against a local repository or against an LDAP directory server. A login to IBM Tivoli Business Service Manager will fail if this component is not running. 34 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

49 Both IBM Tivoli Netcool/OMNIbus and IBM Tivoli Netcool GUI Foundation use the security server to authenticate users. However, each uses their own mechanism for determining what are the authority of the users once their passwords are authenticated. The Security Manager is installed as a separate directory structure under $NCHOME/security. The user and group IDs in the Security Manager are stored in a separate database under the $NCHOME/security/db directory. For UNIX or Linux based platforms, the command ncsm_db can be used to maintain the database. Another option for using the Security Manager is to interface authentication to an external Lightweight Directory Access Protocol (LDAP) server. This allows user management to be performed integrated with other user authentication processes outside of the IBM Tivoli Netcool suite. The configuration for LDAP authentication would reside in the security path IBM Tivoli Netcool GUI Foundation The IBM Tivoli Netcool GUI Foundation is a custom J2EE server based on the Apache Tomcat server. The IBM Tivoli Business Service Manager server process is actually an application running in the Java process. The IBM Tivoli Netcool GUI Foundation also hosts IBM Tivoli Netcool/Webtop, which provides another layer of Web navigation for IBM Tivoli Business Service Manager. IBM Tivoli Netcool GUI Foundation resides in $NCHOME/guifoundation. The IBM Tivoli Netcool GUI Foundation allows Web applications to be deployed into it. The Web applications are deployed in the webapps path. The Web application for IBM Tivoli Business Service Manager is called sla. The name is derived from the original purpose of the application, which is calculating and managing Service Level Agreements IBM Tivoli Business Service Manager server As discussed in 2.1.4, IBM Tivoli Netcool GUI Foundation on page 35, the IBM Tivoli Business Service Manager server is a Web application residing inside IBM Tivoli Netcool GUI Foundation. This section discusses the server processing in more detail. The sla Web application has the following functions: Serve the graphical interface, in coordination with IBM Tivoli Netcool GUI Foundation and IBM Tivoli Netcool/Webtop functions. Chapter 2. Planning 35

50 Apply filters for the incoming events from IBM Tivoli Netcool/OMNIbus to match them with the service templates, and create service instances for events that match service templates. Run an External Service Dependency Adapter (ESDA) interface to work with an external relational database access. Change the service instances status based on existing aggregation or status rules. The IBM Tivoli Business Service Manager Web application uses a separate postgresql relational database as its repository. The postgresql database runs on its own process. The IBM Tivoli Netcool GUI Foundation uses JDBC to access the postgresql database. 2.2 Planning prerequisites You must ensure that the target system adheres to the system requirements before installing IBM Tivoli Business Service Manager V This information is described in the IBM Tivoli Business Service Manager Installation Guide, GI The requirements that we describe include: 2.2.1, Operating system requirements on page , Java requirements on page , Web browser support on page , Hardware requirements on page Operating system requirements Table 2-1 lists the operating system requirements for IBM Tivoli Business Service Manager V4.1.1 Table 2-1 Operating system requirements Platform Components Server Client AIX 5L V5.2 on IBM System i or IBM System p Yes No AIX 5L V5.3 on System i or System p Yes No HP-UX 11i v2 - PA-RISC Yes Yes HP-UX 11i v3 - PA-RISC Yes Yes Red Hat Desktop x86-32 N/A Yes 36 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

51 Platform Components Server Client Red Hat Desktop x86-64 N/A Yes Red Hat Desktop x86-32 N/A Yes Red Hat Desktop x86-64 N/A Yes RHEL 4 - x86-32 Yes Yes RHEL 4 - x86-64 Yes Yes SLED 9 - x86-32 N/A Yes SLED 9 - x86-64 N/A Yes Solaris 10 - SPARC Yes Yes Solaris 9 - SPARC Yes Yes SUSE (SLES) x86-32 Yes Yes SUSE (SLES) x86-64 Yes Yes Windows Server 2003 Enterprise Edition - x86-32 Yes Yes Windows Server 2003 Enterprise Edition - x86-64* Yes Yes Windows Server 2003 Standard Edition - x86-32 Yes Yes Windows Server 2003 Standard Edition - x86-64* Yes Yes Windows Server 2003 Standard x64 Edition - x86-32 Yes Yes Windows Server 2003 Standard x64 Edition - x86-64* Yes Yes Windows Vista x86-32 N/A Yes Windows Vista x86-64 N/A Yes Windows XP Professional - x86-32 N/A Yes Windows XP Professional - x86-64 N/A Yes IBM Tivoli Business Service Manager V4.1.1 is supported on the following platforms: IBM AIX 5L (V5.2 and V5.3) On AIX 5L V5.2, the system must be at Maintenance Level 10, and have APAR IY Chapter 2. Planning 37

52 On AIX 5L V5.3, the system must be at Maintenance Level 5, and have APAR IY HP-UX 11i v2 and v3 Red Hat Linux Enterprise Server 3.0 and 4.0 SUSE (SLES) 9.0 For SUSE (SLES) x86-64, you must install the 32-bit version of the Termcap Library. On SUSE 9, this can be installed using YaST by selecting termcap-32bit. Sun Microsystems Solaris 9 and 10 For Solaris 9, from the Solaris 9 media: i. Install the packages SFWgcmn and SFWgcc33. ii. Execute ln -s /opt/sfw/gcc-3/lib/libgcc_s.so.1 /lib. Solaris 10, from the Solaris 10 media: i. Install the packages SUNWgcc and SUNWgccruntime. ii. Execute ln -s /usr/sfw/lib/libgcc_s.so.1 /lib. Microsoft Windows XP Professional (client only) Microsoft Windows Vista (client only) Microsoft Windows 2003 Server Note: We recommend that you patch your operating system to the most current levels before installing IBM Tivoli Business Service Manager V Java requirements IBM Tivoli Business Service Manager V4.1.1 uses IBM Java Version or Sun Microsystems Java Version 1.5 of the Java plug-in. If you are currently using a plug-in that is not a supported plug-in, uninstall the unsupported plug-in before you install a supported plug-in. Table 2-2 on page 39 lists the Java plug-in support for the operating systems and Web browsers for IBM Tivoli Business Service Manager V The version of the Java plug-in also affects the integration of IBM Tivoli Business Service Manager with IBM Tivoli Monitoring V Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

53 Table 2-2 Java browser plug-in requirements Operating system/browser or feature IBM Java V1.4.2 support IBM Java V1.5 support* Sun Java 1.5 support Windows/Internet Explorer Yes Yes Yes Windows/Mozilla Firefox Yes Yes Yes Solaris, Linux/Mozilla Firefox No Yes Yes IBM Tivoli Monitoring 6.1 Launch in Context Integration Yes No No The user must check and perform any workarounds and problem circumventions described in the IBM Tivoli Business Service Manager Troubleshooting Guide, GI Sun Java Version is not supported for IBM Tivoli Business Service Manager V Web browser support IBM Tivoli Business Service Manager V4.1.1 supports these Web browsers: Mozilla Firefox 2.0 or higher Internet Explorer 6.0 or higher Hardware requirements Table 2-3 lists the machine requirements for IBM Tivoli Business Service Manager. For more information about this topic, refer to the IBM Tivoli Business Service Manager Installation Guide, GI Table 2-3 Recommended machine requirements and configurations for production Machine role Type Requirements Production machine 1 License server IBM Tivoli Netcool/OMNIbus ObjectServer Processor RAM Devices Windows/Linux: 2-core 3.66 GHz Intel Xeon, or better Solaris: 2-core 1.6 GHz UltraSparc IIIi, or better AIX: 2-core 1.65 GHz POWER5, or better HP - 2-core 1 GHz PA-8900, or better 4 GB DVD; One 1 GB Ethernet card Disk space GB Windows: :\D drive UNIX/Linux: /opt, /usr/local, or /home/<username> Chapter 2. Planning 39

54 Machine role Type Requirements Production machine 2 Security Manager IBM Tivoli Business Service Manager V4.1.1 Processor RAM Devices Windows/Linux: 4-core 3.66 GHz Intel Xeon, or better Solaris - 2-core 1.6 GHz UltraSparc IIIi, or better AIX - 2-core 1.65 GHz POWER5, or better HP - 2-core 1 GHz PA-8900, or better 4 GB DVD; One 1 GB Ethernet card Disk space GB Windows: :\D drive UNIX/Linux: /opt, /usr/local,or /home/<username> Test machine License Server IBM Tivoli Netcool/OMNIbus ObjectServer Security Manager IBM Tivoli Business Service Manager V4.1.1 Processor RAM Devices Windows/Linux: 2-core 2.4+ Ghz, or better Solaris - 2-core 1.5 GHz UltraSparc IIIi, or better AIX: 2-core 1.65 GHz POWER5, or better HP: 2-core 1 GHz PA-8900, or better 4 GB DVD drive; One 10/100 Mb Ethernet card Disk space 2 GB Windows: :\D drive UNIX/Linux: /opt, /usr/local, or /home/<username> For a successful deploy of IBM Tivoli Business Service Manager, the following steps are required: Verify machine addressability from DNS. Identify a non-root login. Determine disk space and memory requirements. Determine failover configuration (refer to Advanced installation on page 54). Determine authentication types (refer to Figure 3-16 on page 58). 40 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

55 2.3 Service dependencies diagram The processing of IBM Tivoli Business Service Manager is summarized in Figure 2-6. Service templates SQL query Service instances Auto population rules event event event Figure 2-6 Processing summary The IBM Tivoli Business Service Manager service management function is defined as a set of service templates and rules: Service templates can be regarded as a class definition. Service templates are created in a tree-like structure. A service template is an instance generator that defines how the service objects are created. Service objects creation is based on: Events from IBM Tivoli Netcool/OMNIbus A external SQL query from a repository table Rules are definitions that change the service instance definition and its attributes. There are several different types of rules in IBM Tivoli Business Service Manager, such as: Service object creation rules: Auto population rule: Determines how an event can create service instances. Data fetcher rule: Creates service objects based on data on a relational database. Chapter 2. Planning 41

56 External Service Dependency Adapter (ESDA) rule: Dynamic service object creation based on an external relational database query. Service objects that are created using ESDA rules can be persistent or non-persistent. Their statuses are calculated at run time using a database query. Status calculation rules: Incoming status rule: Defines how an event or data query changes the status of a service object. Can be based on the event state or a numerical computation. Numerical aggregation rule: Calculates a status of a service object based on the statistical property of its children s numeric metric, such as sum, average, maximum, or minimum. Numerical formula rule: Defines a computational value that can be used to show a new attribute of an instance (numerical formula rule) or an aggregated status of an instance (numerical aggregation rule). SLA rules: Defines Service Level Agreement status computation: Cumulative SLA rule: SLA is based on the time a service object has a good status. Duration cumulative SLA rule: SLA is based on the availability of a specific duration (for example: 1 hour of down time in a day). Incident based SLA rule: SLA is measured from the number of detected outages. The user interface for IBM Tivoli Business Service Manager is Web browser based. It is based on IBM Tivoli Netcool GUI Foundation. The following are some user interface objects that can be customized in the Web interface: Custom view: There are several view types in IBM Tivoli Business Service Manager, such as: Basic relationship tree with only color coded status Relationship tree view with SLA information and event count information Concentric with the root node as the center Grid for all the children without relations Geographical Information System (GIS) map Tree Template editor: The service tree navigation box that displays the services in a tree format with the important attributes defined. It shows the overview of the services health, similar to a scorecard. Custom canvas. The canvas provides a visualization method for a service object. The canvas is useful when combined with the appropriate view to quickly present the business status. 42 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

57 Context menu or action items. Custom icon for newly defined template or service object. In order to create a service dependency diagram, it is necessary to determine the following items: Determine the highest-level services to monitor, which determines the main service objects that you want to monitor. This highest level services logically categorize the business; this categorization can be based on: Geographical division Business processes Organizational structure Application group Determine what events or data affects each highest level service type, that is, he events or data sources that can directly indicate the health of the high level services. Some example are the number of open incidents, or results from business process monitoring. Determine what applications, devices, and so on that support the high-level services. Each high level services can be decomposed into its components. The components can be a real resource or another logical aggregate: A real resource can be a critical server for an application, a network link to a region, or any other significantly important entity. Another level or logical aggregate can be a further division of the high level service, such as region - country - city hierarchy or Function - Division - department organizational structure. Determine how the lower-level services affect the higher-level services. The lower level services status would impact the overall status. Determine what events or data affects each service type, either a logical aggregate or a real resource. These events are collected from IBM Tivoli Netcool/OMNIbus server or from a numerical computation based on a database table retrieval. Chapter 2. Planning 43

58 2.4 Deployment plan The deployment plan for IBM Tivoli Business Service Manager must ensure that the prerequisites defined in 2.2, Planning prerequisites on page 36 are met. The deployment plan contains the following items: The configuration of IBM Tivoli Business Service Manager installation. IBM Tivoli Business Service Manager installation can be performed on one or more machines: Single host installation: The simplest form to install on a single host would be ideal for testing and proof of concept implementation. Distributed installation, with a two host configuration separates the components for load distribution: This configuration recommends that the License Server and ObjectServer be installed on the first machine, while the Security Manager and IBM Tivoli Business Service Manager server are installed on the second. To accommodate failover configuration, a four host configuration is recommended. The hosts are replicas of the two host configuration with backup machines for each component (ObjectServer, License Server, Security Manager and IBM Tivoli Business Service Manager). (A backup license server is optional, as this only serves to validate product licenses.) Customization requirements, which includes: Rules definitions. Web interface customizations. 44 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

59 3 Chapter 3. Installation The installation for IBM Tivoli Business Service Manager is discussed in the following sections: 3.1, Preparation on page , Installation on page , Post installation customization on page , Verification on page 72 Copyright IBM Corp All rights reserved. 45

60 3.1 Preparation We discuss the preparation for Windows and UNIX/Linux separately Windows preparation The installation process in Windows requires: The installation must be done by an administrator or someone whose permissions include: Act as part of the operating system Logon as a service The user performing the installation must have network access and have the sharing and security model for local accounts set to Classic - local users authenticate as themselves. To verify or set this policy setting: Select Start Control Panel Administrative Tools Local Security Policy. Browse to Security Settings Local Policies Security Options. Locate the policy Network Access: Sharing and security model for local accounts and change the setting to Classic - local users authenticate as themselves. The user ID that IBM Tivoli Business Services Manager V4.1.1 is installed under cannot be a domain user ID. Ensure that the Secondary Logon service is running. Ensure that the Server service is running. Ensure that the computer is on a network and that it has a valid IP address. If a firewall is running on the computer, installation issues could occur. Stop the firewall before installing IBM Tivoli Business Service Manager and then restart the firewall after installing IBM Tivoli Business Service Manager. The PostgreSQL user must have Log on locally rights. This occurs automatically if the user is created on a local computer. This does not occur automatically if the user is created on a domain and has Run as Service rights. IBM Tivoli Netcool/OMNIbus ObjectServer is started using a command line and it runs in a minimized window. Closing this minimized window causes IBM Tivoli Netcool/OMNIbus to stop running and the IBM Tivoli Business Service Manager program to stop working. 46 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

61 Do not use Terminal Services to install the IBM Tivoli Business Service Manager program. The installation must have the console, or Terminal Services installations could fail UNIX/Linux preparation Before starting the installation of IBM Tivoli Business Service Manager V4.1.1, you must perform these steps: 1. Create an IBM Tivoli Business Service Manager user. In UNIX, this is a local non-root user ID with shell capabilities. In Windows, this is a user that is a member of the local administrator group, not a user that is a member of the domain administrator group. The creation of the user is shown in Example 3-1. Example 3-1 IBM Tivoli Business Service Manager user ID creation on Linux [root@localhost /]# useradd tbsmadm [root@localhost /]# groupadd ncoadmin [root@localhost /]# vi /etc/group ncoadmin:x:501:root,tbsmadm 2. Create the installation directory, as shown in Example 3-2. Example 3-2 IBM Tivoli Business Service Manager installation directory on Linux [root@localhost /]# mkdir /opt/netcool [root@localhost /]# chown -R tbsmadm:ncoadmin /opt/netcool 3. Modify the user ID profile (UNIX/Linux only) and add the lines in Example 3-3 to the non-root user.bash_profile file. Example 3-3 Edit user ID profile on Linux NCHOME=/opt/netcool/ OMNIHOME=/opt/netcool/omnibus/ LANG=C PATH=$PATH:$OMNIHOME/bin:$NCHOME/install:$NCHOME/bin/ LD_LIBRARY_PATH=$NCHOME/platform/linux2x86/lib/:$LD_LIBRARY_PATH Note: The LD_LIBRARY_PATH variable may have different directories, depending on the operating system. Chapter 3. Installation 47

62 3.2 Installation This section explains the installation process for IBM Tivoli Business Service Manager V The discussion is described in the following sections: 3.2.1, Running the installation wizard on page , Silent installation on page , Uninstallation on page Running the installation wizard The installation wizard is invoked as follows: 1. Run the installation program. In UNIX/Linux, run launchpad.sh, and in Windows, use launchpad.exe. After running the launchpad program, the Welcome window opens, as shown in Figure 3-1. Figure 3-1 Welcome window 48 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

63 2. In the IBM Tivoli Business Service Manager Welcome window, select Install IBM Tivoli Business Service Manager Then click Run the Tivoli Business Service Manager installation program, as shown in Figure 3-2. Figure 3-2 Install Tivoli Business Service Manager V4.1.1 window 3. The installation process starts. Select the language for the installation program, as shown in Figure 3-3, and click OK. Figure 3-3 Language selection menu Chapter 3. Installation 49

64 4. The Welcome page for the IBM Tivoli Business Service Manager installation wizard opens, as shown in Figure 3-4. Read the information and click Next. Figure 3-4 Welcome window for IBM Tivoli Business Service Manager installation wizard 5. Read the License Agreement shown in Figure 3-5, Click Read non-ibm terms to read the non-ibm terms in the license agreement. Click Print if you want to print the license agreement. Select I accept both the IBM and the non-ibm terms and click Next to continue. Figure 3-5 License Agreement 50 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

65 6. Figure 3-6 shows the installation directory path. If NCHOME is already set, you cannot change the destination path; otherwise, specify the installation path. The default paths are /opt/netcool (UNIX/Linux) or C:\IBM\Netcool (Windows). Make sure that the user you are running the installation as has write access to the directory. Click Next to continue. Figure 3-6 IBM Tivoli Business Service Manager installation path 7. Choose the installation type. There are two installation types: Simple and Advanced, as shown in Figure 3-7. Figure 3-7 Installation type selection Chapter 3. Installation 51

66 The simple installation installs all the prerequisite software and uses the default ports and default configuration values. Refer to the Simple installation on page 52 for more information. The advanced installation installs the IBM Tivoli Business Service Manager V4.1.1 program and asks for all configurable parameters. We recommend this installation option for a production system, as we also recommend installing IBM Tivoli Business Service Manager in a multiple machine setup. Refer to Advanced installation on page 54 for more information. For the setup, the sequence or order that you install the prerequisite software features in is important. Always install the software features in the following order: 1. License Server 2. IBM Tivoli Netcool/OMNIbus ObjectServer 3. Security Manager 4. IBM Tivoli Business Service Manager V4.1.1 Simple installation The simple installation provides the default values for many different parameters. It assumes that all software components are installed on a single machine. To use a simple installation, click Next and then consider the following items: 1. If you install on Windows, the installation process asks you to create a Windows user for the postgresql service, as shown in Figure 3-8 on page 53. The considerations are: The Windows Username is required, and the default is pgservice. The Windows Password is optional. The password must conform to password rules set up on the computer for the local user account to be created. This Windows user cannot be a user who has administrator rights. If an existing account is to be used, the existing account must be local and must have Log on locally and Log on as a service rights. Network access: The sharing and security model for local accounts must be set to Classic - local users authenticate as themselves. To verify or set this policy setting: i. Select Start Control Panel Administrative Tools Local Security Policy. ii. Browse to Security Settings Local Policies Security Options. 52 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

67 iii. Locate the policy Network Access: Sharing and security model for local accounts and change the setting to Classic - local users authenticate as themselves. The user must have permission to write to %NCHOME%. Figure 3-8 IBM Tivoli Business Service Manager Windows user ID creation 2. The installation summary window is shown in Figure 3-9. Click Install to begin the simple installation, using the default configuration values. Figure 3-9 Summary information window Chapter 3. Installation 53

68 3. When the installation is completed, check whether there is any error by reviewing the summary information window shown in Figure 3-10, and click Finish. Figure 3-10 Summary information window Advanced installation Note: The values in the screen shots in this section are default values that would also be in effect when you use the simple installation. The advanced installation path allows you to modify these values. To follow the advanced installation path, perform the following: 1. After selecting the Advanced installation and clicking Next, choose the components that you want to install, as shown in Figure 3-11 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

69 Figure 3-11 IBM Tivoli Business Service Manager Advanced installation products 2. If you are installing on a Windows platform, you are prompted to specify a Windows Username and Password for the database service, similar to the Simple installation in Simple installation on page 52. The default host name and port in Figure 3-12 are localhost and 5435, respectively. Figure 3-12 Windows user database creation Chapter 3. Installation 55

70 3. You can use an existing license server or you can install a license server as part of this installation. Provide the requested license server information in Figure The host name default value on UNIX platforms is localhost. The default value on Windows platforms is the name of the computer. License Server Port must be in the range The default port is Figure 3-13 License Server configuration 4. You can use the Tivoli Enterprise Console (TEC) product for synchronization between the IBM Tivoli Netcool/OMNIbus ObjectServer in Figure 3-14 on page 57. Provide your Tivoli Enterprise Console Server s host name. If the Tivoli Enterprise Console server is running on a Windows platform, the default port is 5529; on a UNIX platform, you can use 0 to get the port number from portmapper. 56 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

71 Figure 3-14 Tivoli Enterprise Console Server configuration 5. You must provide the Security Manager Server information for the window shown in Figure The default value on UNIX platforms is localhost. The default value on Windows platforms is the name of the computer. All port numbers must be between The Security Manager server port default is The Security Manager HTTP port default is THe Security Manager Port Database port default is Figure 3-15 Security Manager server configuration Chapter 3. Installation 57

72 6. There are three authentication sources for Security Manager to use, as shown in Figure 3-16: IBM Tivoli Netcool/OMNIbus, the ObjectServer. Lightweight Directory Access Protocol (LDAP). Active Directory. Figure 3-16 Types of authentication sources for Security Manager 7. Depending on the authentication, you can choose: The ObjectServer authentication is the default option. To define the ObjectServer authentication, you must supply the name of ObjectServer (NCOMS), server host name, and the access port (default is 4100). See Figure 3-17 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

73 Figure 3-17 ObjectServer configuration For LDAP authentication, it is necessary to complete the next steps using the information below: i. Figure 3-18 requests the host name of the LDAP server (it should be configured and running), the port used by the LDAP server (the default is 1275), and the user name and password used to access the LDAP server. Figure 3-18 LDAP configuration part 1 Chapter 3. Installation 59

74 ii. Figure 3-19 prompts you for the LDAP user and group search patterns. They must be supplied according to your installation. The values shown are the default values. Figure 3-19 LDAP configuration part 2 For Active Directory authentication, it is necessary to complete the following steps: i. Figure 3-20 on page 61 prompts you for the host name of the Active Directory server, communication port (the default is 389), Global Catalog Host and Port (the default values are gchost and 3268, respectively), Active Directory user ID, and password. 60 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

75 Figure 3-20 Active Directory configuration part 1 ii. Enter the User Search Base information in the fields shown in Figure The default is ub. The Group Search Base information default is gb. Figure 3-21 Active Directory configuration part 2 Chapter 3. Installation 61

76 8. In Figure 3-22, provide the ObjectServer settings that IBM Tivoli Business Service Manager will interface with: ObjectServer Name, ObjectServer host name, and ObjectServer port. The defaults are shown. Figure 3-22 ObjectServer information 9. In Figure 3-23, provide the Web server information: Web Server Port, Internal Port Used by Server, and Internal Database Port. All ports must be between ; the default values for the ports are shown. Figure 3-23 Web server configuration 62 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

77 10.In Figure 3-24, select the role of the Web server that is configured: Standalone Primary Backup The Standalone role is the default value selected, and is it must be selected if there is no failover configuration. If there is a failover scenario, you can configure the server as Primary or Backup. 11.The next options are based on the server type. For the Primary Web server role, you must provide the Backup Hostname, Backup Web Server Port, Backup Internal Port, and Backup Database Port, as shown in Figure Figure 3-24 Backup Web server information Chapter 3. Installation 63

78 For the Backup Web server role, you must provide the primary server host name, Primary Web Server Port, Primary Internal Port used by Server, and Primary Database Port, as shown in Figure Figure 3-25 Primary Web server information 12.Figure 3-26 is where you configure the internal communication port used between the primary and backup servers. This port is also used for utilities such as rad_discover_schema to connect to IBM Tivoli Business Service Manager V Figure 3-26 Internal communication port 64 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

79 13.Figure 3-27 defines the backup ObjectServer. The information you enter includes the Backup Name, Backup Hostname server, and Backup ObjectServer port. Note: If you use localhost, you must use it for both the primary ObjectServer and the backup ObjectServer. Figure 3-27 ObjectServer backup information Chapter 3. Installation 65

80 14.If you select the Historical Reporting feature, you must provide information about the IBM Tivoli Monitoring Data Warehouse database server. The database type is either DB2 or Oracle, as shown in Figure Figure 3-28 Historical Reporting configuration 15.In Figure 3-29 on page 67, provide the Warehouse database information. For DB2, the necessary information is: Host name and port number (the default is 50000). User name and password to access the Warehouse database. The database name (the default is WAREHOUS). Schema name for data tables (This is case sensitive and is stored in KSY_WAREHOUSE_SCHEMA in the KSYENV file on the ITM server). 66 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

81 Figure 3-29 Tivoli Data Warehouse database configuration Silent installation Silent installation is used for automated installation and unattended installation. To install IBM Tivoli Business Service Manager silently, perform the following steps: 1. Generate the silent installation option file using the command setup -options-template <filename>, in which the file name is the output file, or you can record your wizard options in a response file using the -options-record parameter. 2. Customize the options in the output file generated in the previous step, or you can use a sample, pre-filled response file from the installation media. There are three pre-filled response files: tbsminst.rsp Installation response file migrate.rsp Migration response file probe.rsp EIF probe installation response file 3. Invoke the installation using the option file with the command: setup -options <filename> -silent Chapter 3. Installation 67

82 3.2.3 Uninstallation To uninstall IBM Tivoli Business Service Manager components in your server, perform the following steps: 1. Stop all IBM Tivoli Business Service Manager related processes. 2. In a Windows platform, click Add/Remove Programs in the Control Panel to invoke the IBM Tivoli Business Service Manager uninstallation program; in UNIX/Linux, run uninstaller.bin under the $NCHOME/_uninst directory. Run this command using the user ID that was used to install IBM Tivoli Business Service Manager previously. 3. When all IBM Tivoli Business Service Manager components have been uninstalled, remove the $NCHOME directory. If you are just uninstalling the IBM Tivoli Business Service Manager server, these directories must be removed manually: $NCHOME/guifoundation/common/lib/rad_portlets_*.jar $NCHOME/guifoundation/conf/Standalone/localhost/nci.xml $NCHOME/guifoundation/conf/Standalone/localhost/registry.xml $NCHOME/guifoundation/conf/Standalone/localhost/sla.xml $NCHOME/guifoundation/webapps/desktop/WEB-INF/conf/rad.xreg $NCHOME/guifoundation/webapps/desktop/WEB-INF/system-templates /vm/portlets/html/rad_canvas-customize.vm $NCHOME/guifoundation/webapps/desktop/WEB-INF/system-templates /vm/portlets/html/rad_canvas.vm $NCHOME/guifoundation/webapps/desktop/WEB-INF/system-templates /vm/portlets/html/rad_servicedetails.vm $NCHOME/guifoundation/webapps/desktop/WEB-INF/system-templates /vm/portlets/html/rad_servicedetails-customize.vm $NCHOME/guifoundation/webapps/desktop/WEB-INF /system-templates/vm/portlets/html/rad_tree.vm $NCHOME/guifoundation/webapps/desktop/WEB-INF/system-templates /vm/portlets/html/rad_tree-customize.vm $NCHOME/guifoundation/common/classes/org/apache/jetspeed/modules/lo calization/en/tbsm.properties $NCHOME/etc/webtop/server.init 68 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

83 3.3 Post installation customization There are several post installation actions that can be done: You can set up the UNIX/Linux service for IBM Tivoli Business Service Manager using the createservice.sh command under $NCHOME/InstallTBSM/service_util. It uses the property file RAD_Service.props in the same directory. You must modify RAD_Service.props to define the user to start IBM Tivoli Business Service Manager. The contents of RAD_Service.props are shown in Example 3-4. Example 3-4 RAD_Service.props # The user ID of the IBM Tivoli Business Services Manager Administrative user. # This is the user that installed IBM Tivoli Business Services Manager and will be used to # start all required IBM Tivoli Business Services Manager processes. TBSM_ADMIN_USER=netcool # The ObjectServer name. It is currently set to the default, # but would need to be modified if it has been changed or # if this is the backup ObjectServer in a failover configuration OBJECTSERVER_NAME=NCOMS The result of defining the service is shown in Example 3-5 (run from root). Example 3-5 Running createservice.sh # $NCHOME/InstallTBSM/service_util/createservice.sh $NCHOME Installing service tbsm Stopping service tbsm Stopping tbsm on Linux Removing service tbsm Removing tbsm on Linux Stopping tbsm on Linux running: chmod 744 /etc/rc.d/init.d/tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc0.d/k10tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc1.d/k10tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc2.d/k10tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc3.d/s90tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc4.d/s90tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc5.d/s90tbsm running: ln -s /etc/rc.d/init.d/tbsm /etc/rc.d/rc6.d/k10tbsm installservice returning 0 Chapter 3. Installation 69

84 Starting the IBM Tivoli Business Service Manager suite in UNIX or Linux can be performed by using the script start_tbsm_suite.sh under $NCHOME/InstallTBSM/service_util. It will start all the installed IBM Tivoli Business Service Manager components in the correct order. To stop them, use stop_tbsm_suite.sh. The execution of these scripts are shown in Example 3-6. Example 3-6 Start and stop service_util]$./start_tbsm_suite.sh Running: /opt/netcool//license/bin/nc_start_license & Number of License Server processes found = 2 License Server is running, continue... Enter the name of the ObjectSever to start: Setting LANG based on platform, before starting OMNIbus Running: /opt/netcool//omnibus/bin/nco_objserv -name NCOMS & IBM Tivoli Netcool/OMNIbus ObjectServer - Version 7.1 Copyright (C) , Micromuse Ltd. All rights reserved. Server 'NCOMS' initialised - entering RUN state. Number of ObjectServer processes found = 1 ObjectServer is running, continue... Reseting: LANG=C Running: /opt/netcool//security/bin/ncsm_server & Starting Server... Logging to file: log/sm_server.log... Server Started. Number of Security Manager processes found = 2 Security Manager is running, continue... Running: /opt/netcool//bin/rad_server & JAVA_HOME is /opt/netcool//platform/linux2x86/jre_1.5.0 JAVA_OPTS is -Dnchome=/opt/netcool/ -Dngfhome=/opt/netcool//guifoundation -Dncw.home=/opt/netcool//guifoundation/webapps/sla... Starting IBM Tivoli Business Service Manager Server process... [netcool@localhost service_util]$./stop_tbsm_suite.sh Shutting down TBSM server Stopping IBM Tivoli Business Service Manager Server Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

85 Database on HOST localhost PORT 5435 waiting for postmaster to shut down... done postmaster stopped Done! Stopping ASA server... Using wait time of 60 seconds Adaptive Server Anywhere Stop Engine Utility Version Please wait until the shutdown is completed...stopped Done! Shutting down security service Shutdown completed Shutting down ObjectServer runtime version "1.4.2_08" Java(TM) 2 Runtime Environment, Standard Edition (build 1.4.2_08-b03) Java HotSpot(TM) Client VM (build 1.4.2_08-b03, mixed mode) (0 rows affected) Shutting down license service lmdown - Copyright (c) by Macrovision Corporation. All rights reserved. Port@Host Vendors 1) [email protected] netcool All lmgrds selected... 1 FLEXlm License Server shut down Chapter 3. Installation 71

86 3.4 Verification After the installation is finished, use the schema script to verify if IBM Tivoli Business Service Manager alerts are appearing in ObjectServer and you can log into the IBM Tivoli Business Service Manager Web interface. You must have ObjectServer and IBM Tivoli Netcool GUI Foundation Server running. Perform these steps: 1. Run $NCHOME/bin/rad_discover_schema ObjectServer, as shown in Example 3-7. The resulting ObjectServer schema is stored in the $NCHOME/guifoundation/webapps/sla/install directory as SQL files. Note: If your ObjectServer alerts.status table schema has to be change, for any reason, you must run the rad_discover_schema script again. The ObjectServer parameter must be entered as ObjectServer. Do not enter the name of your ObjectServer (NCOMS). ObjectServer and GUI Foundation must be running. Example 3-7 Running ad_discover_schema ObjectServer /opt/netcool/bin/rad_discover_schema ObjectServer Received 5 parameters ServerName: blah Username: NULL Policy: DiscoverSchema TypeName -> 'ObjectServer' Connecting to server: RAD DynamicBinding: using url usehttps is null Trying to connect to server RAD on host on port 1284 Looking up RMI service... Connecting to RMI server : Connected to RAD... Sent request. Successfully discovered ObjectServer 2. Run $NCHOME/bin/rad_discover_schema OutputObjectServer, as shown in Example 3-8 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

87 Example 3-8 Running rad_discover_schema OutputObjectServer bin]$ /opt/netcool/bin/rad_discover_schema OutputObjectServer Received 5 parameters ServerName: blah Username: NULL Policy: DiscoverSchema TypeName -> 'OutputObjectServer' Connecting to server: RAD DynamicBinding: using url usehttps is n ull Trying to connect to server RAD on host on port 1284 Looking up RMI service... Connecting to RMI server : Connected to RAD... Sent request. Successfully discovered OutputObjectServer 3. Verify that IBM Tivoli Business Service Manager events are appearing in ObjectServer. Run nco_event to launch the event list; the command resides in $NCHOME/omnibus/bin. The default Username and Password are root and no (blank) password. See Figure Figure 3-30 Event list Chapter 3. Installation 73

88 4. Figure 3-31 shows the main event list window. Figure 3-31 IBM Tivoli Netcool/OMNIbus Event List 74 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

89 5. Go to All Events and click View. The event list is shown in Figure Figure 3-32 Lists of IBM Tivoli Business Service Manager events Chapter 3. Installation 75

90 6. Try to connect to the IBM Tivoli Business Service Manager Web interface in as shown in Figure 3-33, and log in with the user ID admin and the password netcool. Figure 3-33 Login window 76 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

91 7. The initial desktop for IBM Tivoli Business Service Manager is shown in Figure Figure 3-34 Service desktop Chapter 3. Installation 77

92 78 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

93 4 Chapter 4. Configuration Configuration is discussed in the following sections: 4.1, Properties settings on page , SSL configuration on page , Security settings on page , Data sources on page , Data fetcher on page , Service templates and service instance on page , Auto population rule on page , ESDA rule on page 116 Copyright IBM Corp All rights reserved. 79

94 4.1 Properties settings Table 4-1 Property file changes This section discusses IBM Tivoli Business Service Manager properties settings. The IBM Tivoli Business Service Manager properties settings files are stored in $NCHOME/etc/rad. The files have the extension.props. The files discussed are: RAD_sla.props: Contains various settings regarding IBM Tivoli Business Service Manager status processing. RAD_server.props: Contains the server processing settings for IBM Tivoli Business Service Manager. RAD_av.props: Contains settings for the IBM Tivoli Business Service Manager Web interface. RAD_policylogger.props: Contains settings for the IBM Tivoli Netcool/Impact policies processing. log4j.properties: Contains logging settings for some IBM Tivoli Business Service Manager components. There are several specialized settings that may need to be adjusted for managing IBM Tivoli Business Service Manager environment. Table 4-1 lists some of the common changes. Purpose File Parameter Changing log details Event discriminator Setting a default client Setting a timeout (for a large service model) RAD_server.props RAD_policylogger,.props log4j.properties RAD_sla.props RAD_av.props RAD_sla.props impact.server.logging=true impact.server.rmilogging=true logging.verbose=true impact.policylogger.logtofile=true log4j.rootcategory=debug, dest1 log4j.appender.dest1=org.apache.log4j.consoleapp ender log4j.appender.dest1.layout=org.apache.log4j.patter nlayout impact.sla.eventdiscriminatorfield=discriminatorfieldn ame impact.av.canvasviewer.htmltemplate=canvasviewer _simple.html impact.sla.maxesdapolicytimesecs= Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

95 Purpose File Parameter IBM Tivoli Netcool/OMNIbus host and port ObjectServer password Security Manager host and port RAD_server.props RAD_ObjectServer_DS.ds RAD_OutputObjectServer_ DS.ds RAD_ObjectServer_DS.ds RAD_OutputObjectServer_ DS.ds RAD_server.props impact.authentication.objectserver.host impact.authentication.objectserver.port ObjectServer_DS.ObjectServer.PRIMARYHOST ObjectServer_DS.ObjectServer.PRIMARYPORT ObjectServer_DS.ObjectServer.BACKUPHOST ObjectServer_DS.ObjectServer.BACKUPPORT OutputObjectServer_DS.ObjectServer.PRIMARYHO ST OutputObjectServer_DS.ObjectServer.PRIMARYPO RT OutputObjectServer_DS.ObjectServer.BACKUPHOS T OutputObjectServer_DS.ObjectServer.BACKUPPOR T ObjectServer_DS.ObjectServer.DBPASSWORD OutputObjectServer_DS.ObjectServer.DBPASSWO RD security.host impact.security.host security.port impact.security.port Refresh interval RAD_sla.props impact.sla.servicetree.refreshinterval impact.sla.scr.refreshinterval impact.sla.templatetree.refreshinterval impact.sla.hotlist.refreshinterval 4.2 Maintenance schedule We discuss the maintenance schedule in the following sections: 4.2.1, Create and edit maintenance schedule on page , Deleting a maintenance schedule on page , Refresh interval on page 85 Chapter 4. Configuration 81

96 4.2.1 Create and edit maintenance schedule You can edit maintenance schedules using the GUI by performing the following steps: 1. Go to the IBM Tivoli Business Service Manager GUI, select Service Administration, and select a service. Click the Edit Service tab, as shown in Figure 4-1. Figure 4-1 Service instance 2. Click New..., and the window shown in Figure 4-2 on page 83 opens. 82 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

97 Figure 4-2 Schedule window 3. Enter a unique schedule name into the Schedule Name box, and select whether you want to set a recurring schedule or an absolute schedule. This example using a Recurring Time Window, as shown in Figure 4-3. Figure 4-3 Schedule Recurring Time Window Chapter 4. Configuration 83

98 4. You could also create a New Absolute Time Window, as shown in Figure 4-4. Figure 4-4 Absolute Time Window 5. Click OK to save the new schedule. The schedule is now available in the Maintenance Schedule drop-down menu. Figure 4-5 View of the maintenance schedule menu 6. Select the schedule and save the instance Deleting a maintenance schedule If you want to delete a maintenance schedule, you must edit the scheduletime.xml file, which is found under $NCHOME/guifoundation/webapps/sla/xml/scheduleTime.xml, and is shown in Example 4-1 on page 85. Delete the lines between the timewindowdefinition tags and restart the IBM Tivoli Business Service Manager server. 84 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

99 Example 4-1 Office_Hours entry in the ScheduleTime.xml file <timewindowdefinition name = "Office_Hours"> <timewindowcombo> <timewindow>monday 06:00 PM - 10:40 PM</timeWindow> <timewindow>02 Jun :44 PM - 02 Jun :44 PM</timeWindow> </timewindowcombo> </timewindowdefinition> Refresh interval The service tree refresh interval controls how frequently the IBM Tivoli Business Service Manager console requests an automatic service tree update from the IBM Tivoli Business Service Manager server. If every client connected to the IBM Tivoli Business Service Manager server is requesting a refresh update every 60 seconds, this could impact the server s performance when there are a large number of consoles. To help mitigate this impact, you can increase the interval between refreshes. You can also set the refresh rate for other types of service objects in the Service Navigation window, as described in this section. The RAD_sla.props file under $NCHOME/etc/rad directory contains properties that set a static refresh rate for the following service object trees in the Service Navigation panel: Service Tree Template Tree Service Component Repository (SCR) Urgent services panel $NCHOME Table 4-2 lists the refresh properties. Table 4-2 Refresh properties for service objects Property name Description Default impact.sla.servicetree.refreshinterval Service Tree refresh interval 60 impact.sla.scr.refreshinterval Service Component Repository Tree refresh interval 300 impact.sla.templatetree.refreshinterval Template Tree refresh interval 60 impact.sla.hotlist.refreshinterval Urgent services list refresh interval 30 Chapter 4. Configuration 85

100 4.3 SSL configuration To secure your communications, you can set up SSL communication between different components of IBM Tivoli Business Service Manager, such as Security Manager, IBM Tivoli Netcool/OMNIbus, and IBM Tivoli Netcool GUI Foundation. You can set up SSL by performing these steps: 1. Create a directory that will hold all of the key store and certificate files. We choose to use the $NCHOME/security/ssl directory on the Security Manager server. 2. Generate certificates for the Security Manager server using the keytool command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -genkey -alias sm_svr -keyalg RSA -keypass tbsmadmin -storepass tbsmadmin -keystore keystore.jks The result of the command is shown in Example 4-2. Example 4-2 Creating a certificate What is your first and last name? [Unknown]: TBSM User What is the name of your organizational unit? [Unknown]: IBM ITSO What is the name of your organization? [Unknown]: IBM What is the name of your City or Locality? [Unknown]: Raleigh What is the name of your State or Province? [Unknown]: NC What is the two-letter country code for this unit? [Unknown]: US IIs CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US correct?? (type "yes" or "no") [no]: yes 3. Export the generated certificates to a certificate file using the keytool command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -export -alias sm_svr -file sm_svr.cer -keystore keystore.jks The result of the command is shown in Example 4-3 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

101 Example 4-3 Entering a password Enter keystore password: tbsmadmin Certificate stored in file <sm_svr.cer> 4. Import the certificate into a certificate store using the keytool command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -import -v -trustcacerts -alias sm_svr -file sm_svr.cer -keystore cacerts.jks -keypass tbsmadmin -storepass tbsmadmin The result of the command is shown in Example 4-4. Example 4-4 Importing a certificate Owner: CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US Issuer: CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US Serial number: 4a2b8d5a Valid from: Sun Jun 07 11:50:18 CEST 2009 until: Sat Sep 05 11:50:18 CEST 2009 Certificate fingerprints: MD5: 4F:2F:C6:80:5C:EF:FA:8A:70:47:FE:03:4D:3A:D0:FF SHA1: BD:38:2D:4A:75:06:5B:A4:4C:CC:60:53:C4:7D:EE:07:4E:4A:47:30 Trust this certificate? [no]: yes Certificate was added to keystore [Storing cacerts.jks] 5. Generate the Security Manager Client certificate by running the following command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -genkey -alias sm_clnt -keyalg RSA -keypass tbsmadmin -storepass tbsmadmin -keystore clntks.jks Chapter 4. Configuration 87

102 The result of the command is shown in Example 4-5. Example 4-5 Generate certificates What is your first and last name? [Unknown]: TBSM User What is the name of your organizational unit? [Unknown]: IBM ITSO What is the name of your organization? [Unknown]: IBM What is the name of your City or Locality? [Unknown]: Raleigh What is the name of your State or Province? [Unknown]: NC What is the two-letter country code for this unit? [Unknown]: US IIs CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US correct?? (type "yes" or "no") [no]: yes 6. Export the generated certificates to a certificate file by running the following command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -export -alias sm_clnt -file sm_clnt.cer -keystore clntks.jks The result of this command is shown in Example 4-6. Example 4-6 Keystore password Enter keystore password: tbsmadmin Certificate stored in file <sm_clnt.cer> 7. Import the certificate into a certificate store by running the following command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -import -v -trustcacerts -alias sm_clnt -file sm_clnt.cer -keystore cacerts.jks -keypass tbsmadmin -storepass tbsmadmin The result of the command is shown in Example 4-7 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

103 Example 4-7 Importing certificates Owner: CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US Issuer: CN=TBSM User, OU=IBM ITSO, O=IBM, L=Raleigh, ST=NC, C=US Serial number: 4a2b8d5a Valid from: Sun Jun 07 12:20:31 CEST 2009 until: Sat Sep 05 12:20:31 CEST 2009 Certificate fingerprints: MD5: 4F:2F:C6:80:5C:EF:FA:8A:70:47:FE:03:4D:3A:D0:FF SHA1: BD:38:2D:4A:75:06:5B:A4:4C:CC:60:53:C4:7D:EE:07:4E:4A:47:30 Trust this certificate? [no]: yes Certificate was added to keystore [Storing cacerts.jks] Note: To list the contents of cacerts.jks, keystore.jks, and clntks.jks, use the following command: $NCHOME/platform/<arch>/<java_version>/bin/keytool -v -list -storepass changeit -keypass changeit -keystore cacerts.jks The file cacerts.jks should have two entries (sm_svr and sm_clnt), and the other two should have one entry each. 8. Configure the security manager server: a. Configure the Security Manager SM_server.props file under $NCHOME/security/etc. You may want to create a backup copy of the file. b. Find the encrypted password for the string tbsmadmin (the password selected in the previous steps) using the ncsm_crypt command. Issue the command $NCHOME/security/bin/ncsm_crypt tbsmadmin. c. Edit the SM_server.props file and add the entries shown in Example 4-8. Use the encrypted hexadecimal string from step b. Example 4-8 SM_server.props security.protocol=https security.keystore=/opt/ibm/ Netcool/security/ssl/keystore.jks security.keypass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bbc70 377D6C169E security.truststore=/opt/ibm/netcool/security/ssl/cacerts.jks security.trustpass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bbc 70377D6C169E d. Configure the SM_servletservice.props file under $NCHOME/security/etc. You may want to create a backup copy of the file. Chapter 4. Configuration 89

104 e. Edit the SM_servletservice.props file and update and enable the entries, as shown in Example 4-9. Example 4-9 SM_servletservice.props impact.http.ssl.enable=true impact.ssl.keystore=/opt/ibm/netcool/security/ssl/keystore.jks impact.ssl.keypass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bbc 70377D6C169E # On AIX, uncomment the following line #impact.ssl.algorithm=ibmx509 f. Configure the runtime definition: In UNIX, edit $NCHOME/security/platform/<platformtype>/runtime_def_14 and add the option -Djavax.net.ssl.trustStore=/opt/IBM/Netcool/security/ssl/cacer ts.jks to the VM_FLAGS parameter In Windows, run REGEDIT and go to the registry entry HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NCS MServer\Parameters. Define a new String value called JVM Option Number n, where n is the next number for the list of JVM options. Assign the -Djavax.net.ssl.trustStore=C:\IBM\Netcool\security\etc\ssl\cac erts.jks value to the entry. 9. In the IBM Tivoli Netcool GUI Foundation, perform the following changes: a. Configure the server.props file under $NCHOME/etc/sm so that there are two versions for easy switching. Edit and add the information shown in Example Example 4-10 server.props #added for SSL connectivity sm.security.protocol=https sm.security.keystore=/opt/ibm/netcool/security/ssl/keystore.jks sm.security.keypass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bb C70377D6C169E sm.security.truststore=/opt/ibm/netcool/security/ssl/cacerts.jks sm.security.trustpass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47 BBC70377D6C169E b. Configure the RAD_server.props file under $NCHOME/etc/rad so that there are two versions for easy switching. Edit the RAD_server.props file and add the section shown in Example 4-11 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

105 Example 4-11 RAD_server.props #added for SSL connectivity impact.security.protocol=https security.keystore=/opt/ibm/netcool/security/ssl/keystore.jks security.keypass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bbc70 377D6C169E security.truststore=/opt/ibm/netcool/security/ssl/cacerts.jks security.trustpass=873308f43ba47fc5516e16d38abf73f04032bbb7fb34f4f47bbc 70377D6C169E c. Configure the server.xml file under $NCHOME/guifoundation/conf, so that there are two versions for easy switching. Edit the server.xml file and change the entries to the ones shown in Example Example 4-12 Server.xml <!-- Define a SSL HTTP/1.1 Connector on port > <Connector port="8443" maxthreads="500" minsparethreads="50" maxsparethreads="100" enablelookups="false" disableuploadtimeout="true" acceptcount="500" scheme="https" secure="true" keystorefile="/opt/ibm/netcool/security/ssl/keystore.jks" keystorepass="tbsmadmin" keyalias="sm_svr" clientauth="false" URIEncoding="UTF-8" sslprotocol="tls" /> d. Ensure that the SSL versions of the configuration files are active and restart the Security Manager. The files are SM_server.props, SM_servletservice.props, and runtime_def_14 (UNIX). e. Ensure that the SSL versions of the configuration files (server.props, RAD_server.props, and server.xml) have gone into effect on the IBM Tivoli Business Service Manager GUI Foundation server. Restart the GUI Foundation server. Chapter 4. Configuration 91

106 4.4 Security settings Security in IBM Tivoli Business Service Manager is managed through users and groups. The users and groups are given specific role(s) to perform their day-to-day jobs. The existing IBM Tivoli Business Service Manager roles are shown in Table 4-3. Table 4-3 Security roles Role name GUI Foundation user GUI Foundation read only GUI Foundation read write Description Required for all users to use the Web interface IBM Tivoli Netcool GUI Foundation roles GUI Foundation Administrator RAD User RAD View Raw Events RAD View AEL/LWEL RAD Template Admin Required for all IBM Tivoli Business Service Manager users Required to view the ObjectServer event list Required to work with AEL or LEL Roles for template objects RAD Create Template RAD Edit Template RAD View Template RAD Instance Admin Roles for instances RAD Create Instance RAD Edit Instance RAD View Instance RAD View Impact GUI RAD SLA Chart View RAD DataSource Admin Access to IBM Tivoli Netcool/Impact GUI SLA chart view Roles for data sources RAD Create DataSource RAD Edit DataSource RAD View DataSource 92 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

107 Role name RAD DataFetcher Admin Description Roles for data fetchers RAD Create DataFetcher RAD Edit DataFetcher RAD View DataFetcher RAD Read Only User Assigned to the RADReadOnly group for all users that requires a read only access to IBM Tivoli Business Service Manager Roles in Table 4-3 on page 92 can be assigned directly to the users or given to a user for individual object. Administrator access is needed to delete an object; for example, to delete a service instance, you need the RAD - Instance Admin role. In the hierarchy of service instances, the following situations apply: The view and edit roles for instances apply to the child instances; however, they cannot view or edit events that originated from the child instances. The view and edit roles must be applied to the top level instances. Applying the view or edit roles to an instance that does not appear in the top level would not allow the user to see the instance. Given an existing service instance and existing user or group, add security permissions to a service instance so that access to view or edit the server instance is restricted, with emphasis on the following steps: 1. Open the Service Administration window, as shown in Figure 4-6. Figure 4-6 Service Administration Chapter 4. Configuration 93

108 2. Edit the service instance, as shown in Figure 4-7. Figure 4-7 Service instance 3. Click the Security tab, as shown in Figure 4-8. It shows the roles that are available for each user. Figure 4-8 Security tab 4. Select the users or groups and their privileges, as shown in Figure 4-9 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

109 Figure 4-9 User ID privileges 5. Save the service instance. 4.5 Data sources Data sources are needed to provide additional information and metrics for a given service object. Assuming that the data source already exists, the following procedure creates a new data source mapping that allows external information to be presented and can affect the status of services in a service model. Perform the following steps: 1. Log in to IBM Tivoli Business Service Manager, switch to Service Administration window, and click the Data tab, as shown in Figure Figure 4-10 Data source Chapter 4. Configuration 95

110 2. Click the button and enter a unique name for the data source, the relational database type, and its connectivity. The database types are: ObjectServer DB2 Oracle Informix Sybase PostgreSQL MySQL MS-SQL The window for the PostgreSQL database is shown in Figure Figure 4-11 Data source 96 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

111 The required settings for other databases are described in Table 4-4. The common required parameters are: Data Source Name: The name to identify the data source, which can be anything except ObjectServer User name (and its password): The authentication to access the database Hostname: The host name or IP address where the database resides Port: The specific port from which the database accepts a network connection Table 4-4 Data sources properties SQL type Property Description DB2 Database DB2 database name JDBC type Whether to use JDBC type 4 or type 2 Oracle SID System identifier for the Oracle database instance Informix Server Informix server instance name Database Informix database name Sybase Database Sybase database name PostgreSQL Database PostgreSQL database name MySQL Database MySQL database name MS-SQL Database Microsoft SQL server database name 3. Test the data source connectivity by using the Test Connection button. 4. Click the Save button and the data source should appear in the data sources list, as shown in Figure Figure 4-12 New data source created Chapter 4. Configuration 97

112 4.6 Data fetcher To create a new data fetcher, perform the following steps: 1. Log in to IBM Tivoli Business Service Manager and switch to the Service Administration window. 2. Click the Data Fetcher tab, as shown in Figure Figure 4-13 Data Fetcher tab 3. Click the New button and enter a unique name for the data fetcher. The data fetcher uses the data source created in 4.5, Data sources on page 95; select the data source from the drop-down menu. Enter the expression for the SQL query and set up a query interval, as shown in Figure 4-14 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

113 Figure 4-14 Data fetcher query Some of data fetcher options shown in Figure 4-14 are: The fetch frequency can be determined as a daily fetch at a predefined time or calculated dynamically based on the previous fetch performance. The dynamic interval is calculated from: The previous fetch time multiplied by the interval multiplier. If the result is smaller than the minimum interval, the next fetch will be after the minimum interval. If the result is larger than the maximum interval, the next fetch will be after the maximum interval. To use a specific interval, you can set the minimum and maximum interval to that same number. Chapter 4. Configuration 99

114 In the data fetcher window, you can add an expression to optimize the data search. Without an expression, the fetched data would be compared with the previously fetched record to make sure that only unprocessed records are loaded. This is inefficient. The expression allows you to use the last record from the previous fetch to be used to add a WHERE SQL clause into the query to optimize the fetch. A good candidate is to use a time stamp or identity column to make sure that the new data fetched is not a duplicate. The last value is represented by a variable with (two underscores). For example, to make sure that the expression has a value of a key column that is larger than the previous one, the expression would be key > key. 4. Click the View button and you can preview the collected data, as shown in Figure The data is retrieved using the database query engine component of IBM Tivoli Business Service Manager. Figure 4-15 Query results 5. The data fetcher will appear in the Data Fetcher list, as shown in Figure 4-16 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

115 Figure 4-16 New data fetcher The data fetcher s status will appear. Our data fetcher is running and has no errors, as indicated by the green button. The buttons beside the data fetcher are: On Demand fetch: Immediately get the data (run the data fetcher query). See log: Perform troubleshooting on the data fetcher and SQL query result (the log file is $NCHOME/log/RAD_<data fetcher name>.log). Disable data fetcher: Stops the fetch operation. Delete the data fetcher. Chapter 4. Configuration 101

116 4.7 Service templates and service instance This section discusses the service templates and service instances Service template Service templates provides a skeleton for defining service instance objects. A configuring service template lets service objects be created by the auto discovery rules and defined according to the template. The service model is then shown based on the template that it inherits. To create a service template, perform the following steps: 1. Log in to IBM Tivoli Business Service Manager and switch to the Service Administration window. 2. Select the Templates tab and click the New button. 3. Enter the template settings using a unique template name, as shown in Figure 4-17 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

117 Figure 4-17 Edit Template tab 4. From the templates, you can create the rules that would apply to the current template. Create a new incoming status rule to define how incoming events would affect services defined by this template: a. Click the new incoming status rule and select the type, as shown in Figure Figure 4-18 Rules type Chapter 4. Configuration 103

118 b. Define a new rule name and discriminator class, as shown in Figure Discriminators are used to pre-filter the event types to which the rule would apply. Figure 4-19 Select a rule name and discriminator class c. Select the fields of the event that you want to use for the instance name, as shown in Figure These fields are used to match the event to the service instances. Figure 4-20 Instance name d. Set the fields that you want to use as the filtering conditions to generate the thresholds to compute the service status. The definition is shown in Figure 4-21 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

119 Figure 4-21 Filters and thresholds 5. Click the OK button to save your settings. The rule is shown in the template definition shown in Figure Figure 4-22 Incoming rule Other template customizations that can be performed are: Assign the template to existing service instances under the Tagged Services tab. Create an expression for combining the status of multiple incoming status rules (the default is use the worst status) in the Output Expression tab. Define an SLA level and definition in the SLA tab. Define custom template parameters in the Additional tab. Define a user s access to the template in the Security tab. Chapter 4. Configuration 105

120 6. Additional template properties exist in the Edit properties link on the Edit Service Template window. The properties that can be edited are shown in Figure Figure 4-23 Additional properties The additional properties are: Persistify Auto-populated Instances This property determines whether to store the instances created from the auto population rule into persistent storage. Instances that are not persisted will be discarded when the server is shut down and will be recreated when another event drives the auto population rules. Persistify ESDA Instances This property determines whether to store the instances created from an External Service Dependency Adapter (ESDA) rule into persistent storage. Instances not persisted will be discarded when the server is shut down and will be recreated when the ESDA rules are executed. Invalidation Period This property sets a time period (in seconds) to check for updated service instance data. If the system does not detect any change in the service data for the specified time period, the service is invalidated. Instance LifeTime This property sets a time period (in seconds) for the lifetime of the service data for invalidated service instances. After a service is invalidated, the system waits the specified time period before deleting the service instance. 106 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

121 7. Save the service template by clicking the Save button. The incoming status rules only apply to new events. The existing events can be reapplied to the incoming service rule by invalidating the services or recreating the services. To build the hierarchy of service templates, the service templates must understand how the lower level templates are connected to them. You can perform this action by using the aggregation rules. An aggregation rule defines the child templates and how the child s status affects the parent s status. There are three aggregation rules: Good, Marginal, and Bad rule The parent s status is determined from the child s collective status, depending either on the worst value or from the percentages of children. Numeric aggregation rule The parent s status is calculated from a statistical function of the numeric attributes of its child, such as average, maximum, minimum, percentile, sum, or based on an IBM Tivoli Netcool/Impact policy calculation. Numerical formula rule The parent s status is calculated using a numerical formula that conforms with the IBM Tivoli Netcool/Impact policy standard. The formula will be invoked by an IBM Tivoli Netcool/Impact policy to calculate the parent s status. Chapter 4. Configuration 107

122 4.7.2 Service instances Build the service instances manually for verification by performing these steps: 1. Switch to the Service Administration window, select the Services tab, click New button, enter the service instance settings, and select the service template, as shown in Figure (The service name is required and it can be changed anytime from the Edit Service tab.) Figure 4-24 Service template 2. Click the Identification Fields tab and enter the field value that is available from the selected filter shown in Figure 4-20 on page 104, such as the host name of an node. See Figure 4-25 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

123 Figure 4-25 Identification fields Other settings that you can perform for the service instance are: Add service dependents in the Dependents tab. Define GIS positioning and custom parameters in the Additional tab. Set up instance user access in the Security tab. 3. Save service instance so that you can see the new service, as shown in Figure Figure 4-26 Saved service When service rules and templates must be reapplied to an existing service instance, you can use the Invalidate link from the Edit Services tab shown in Figure 4-24 on page 108. The invalidated service will recalculate and reprocess all applied rules, such as incoming status rules and ESDA rules. Chapter 4. Configuration 109

124 When you no longer need the service instances, you can delete them using the instance delete button ( ). The list of instances shown are similar to the ones shown in Figure Figure 4-27 Delete instance list You can check the instances that you want to delete and click the delete button ( ). If the deleted instance has any children, the child instances would be moved to the top level instances; they are not deleted. To delete the whole tree, you must specify each instances that you want to delete explicitly. 110 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

125 4.8 Auto population rule Service instance objects are not created by hand. One creation method is to use the auto population rule. This rule uses information from alerts and creates objects based on the alert s fields. The example we use here uses data from the simnet probe in the ObjectServer, as shown in Figure We use the event selected in the white row. Figure 4-28 Auto population using events To define an auto population rule, perform these steps: 1. Log in to IBM Tivoli Business Service Manager, switch to the Service Administration window, click the Templates tab, and open the template. Chapter 4. Configuration 111

126 2. Select the Edit Template tab, as shown in Figure Figure 4-29 Edit template 3. Click the Create Auto-Population Rules button ( ). Choose the incoming event that would trigger the auto population rule. The incoming status rule defines the event selection that would apply to the auto population rule. Enter the auto population rule, as shown in Figure 4-30 on page 113. It shows that you have to define the instance name and display name expression for each level of the service tree. This example uses a tree of three levels. 112 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

127 Figure 4-30 Auto population rule The restriction filter shown in Figure 4-30 shows that if the expression is evaluated to be false, the rule would not be executed. Chapter 4. Configuration 113

128 4. Define the higher levels service instance definitions for the parents, as shown in the left pane of Figure Figure 4-31 Auto population rule www_cluster Note that you can have the instance name and display name as a formula based on multiple fields. You can concatenate the fields using the + sign. The Display Name is optional; if it is not specified, the service will be filled with the result of the instance name expression. 5. Click OK to save. Figure 4-32 Auto population rules 6. Save the service template. 7. The service is now created, as shown in Figure 4-33 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

129 Figure 4-33 Auto population output The auto population rules only fire when there are new events coming into the ObjectServer, so you can either delete the present events, or reset them by performing the following steps: 1. To force IBM Tivoli Business Service Manager to reprocess events, we must change RAD_RawInputLastValue and RAD_FilterIDList to be '' (blank). To do this task, connect to IBM Tivoli Netcool/OMNIbus by running the nco_sql command and update the alerts.status table and those specific fields. The processing to force all events is shown in Example Example 4-13 Process all events #./$NCHOME/omnibus/nco_sql -u root -p "" 1> update alerts.status set RAD_RawInputLastValue = 6, RAD_FilterIDList = '' 2> go 3> 1234 Rows processed 2. You can also use a where clause and add specific fields to narrow it down to specific events. Use the serial field if you want to reprocess one specific event. See Example Example 4-14 Process a specific event #./$NCHOME/omnibus/nco_sql -u root -p "" 1> update alerts.status set RAD_RawInputLastValue = 6, RAD_FilterIDList = '' where serial = > go 3> 1 Row processed Chapter 4. Configuration 115

130 4.9 ESDA rule A more complex hierarchy can be built from a custom rule called the External Service Dependency Adapter (ESDA) rule. ESDA rules are used to automatically update a service hierarchy in real time by executing a query to discover new services related to the seed service. An ESDA rule allows you to build the service instances hierarchy and their status using an SQL query. To set up an ESDA rule, perform these steps: 1. Edit a template, as shown in Figure Figure 4-34 Edit template 2. Create the ESDA rule by clicking the Rule tab and selecting the Create ESDA Rule button. The ESDA rule settings are shown in Figure 4-35 on page 117. We use the service hierarchy that existed for the selected Service Template to populate the parent - child relationship structure. 116 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

131 Figure 4-35 Create a new ESDA rule The fields are: Data source name SQL Query Instance name Display name Description Templates Restriction filter Enabled Source of data to query. The SQL statement to retrieve the data services are created based on the data retrieved. The instance name to be created. An optional display name expression (the default comes from the instance name). An optional description. The applied templates for objects. An optional WHERE clause to exclude unwanted data. Whether the rule is enabled or not; if it is not enabled, the rule will not be invoked. Chapter 4. Configuration 117

132 3. Determine whether the ESDA is a child rule (left) or parent rule (right) by selecting the templates from the left or right blue column shown in Figure 4-35 on page 117. For the other level of the service, the instance name, display name, and description can be derived from the seed service instance name. Make the following substitutions: serviceinstancename Use the instance name of the seed service. displayname Use the display name of the seed service. description Use the description of the seed service. 4. Select Data Source and enter an SQL query that matches the data as needed, in order to instantiate the new services. 5. Enter the Expressions field information. 6. Verify the selected template. 7. Click Enabled. 8. Save your settings by clicking the OK button. The window shown in Figure 4-36 opens. Figure 4-36 New ESDA rule 118 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

133 5 Chapter 5. Customization Customization is discussed in the following sections: 5.1, Custom page and layout on page , Custom canvas on page , Setting the default viewer on page , Tree template editor on page , Customer customization on page 141 Copyright IBM Corp All rights reserved. 119

134 5.1 Custom page and layout IBM Tivoli Business Service Manager provides the means for any user with enough rights to create a custom page using customer specified layouts and viewpoints. To create a custom page and layout, perform the following steps: 1. Log in to the IBM Tivoli Business Service Manager GUI as an admin user. 2. Switch to the Administration window shown in Figure 5-1. Figure 5-1 Administration window 3. Switch to the Layout tab, as shown in Figure 5-2. Figure 5-2 Layout tab 120 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

135 4. Click the Add button to show the Add Page window. Enter the settings shown in Figure 5-3: Page name and page title. Category name and value: User, group, or role that would be using the custom page. Source template. Click Add. Figure 5-3 Complete new page 5. Now that the page has been created, edit the page from the designated view, as shown in Figure 5-4. Click the pencil icon. Figure 5-4 Page list Chapter 5. Customization 121

136 6. The edit page window opens, as shown in Figure 5-5. Figure 5-5 Edit custom page 7. Select the page layout, as shown in Figure 5-6. The numbers beside the number of columns determines the percentage of width for each columns. Figure 5-6 Layout options 8. Select the Security ID, which determines the access level required to use this page, as shown in Figure 5-7. Figure 5-7 Security ID options 122 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

137 9. Add a designated viewpoint, pane, or view. The viewpoint selection is shown in Figure 5-8. You can select from the following elements: IBM Tivoli Netcool/OMNIbus based view points. Active Event List IBM Tivoli Netcool/OMNIbus events in Active Event List Lightweight Event List IBM Tivoli Netcool/OMNIbus events in Lightweight Event List IBM Tivoli Netcool/Webtop based view points. ChartView A chart view TableView Table view MapView GIS based view of Service Instances Version Information Product version information Iframe Example Internal frame view IBM Tivoli Business Service Manager view points. The service instances are displayed with the standard canvas icon, including the SLA information. Service Details Detailed service information Service Tree Service tree Service Viewer Service viewer Urgent Service Listing of urgent service Figure 5-8 Add Viewpoint Chapter 5. Customization 123

138 10.Organize viewpoints as specified by the template, as shown in Figure 5-9. Figure 5-9 Modify layout 11.Select a decoration for each of the viewpoints as specified by the template, as shown in Figure Figure 5-10 Decoration options 12.Save the page by clicking Save and Apply. The resulting page is shown in Figure 5-11 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

139 Figure 5-11 Custom page result Viewpoints can be customized by performing the following steps: 1. Log in to IBM Tivoli Business Service Manager as an admin user. 2. Switch to the Administration page and select the Layout tab. Click the Viewpoints link and the window shown in Figure 5-12 opens. Figure 5-12 Customize viewpoint Chapter 5. Customization 125

140 3. Click the pencil icon to modify the viewpoint. In this example, we modify the Service Viewer viewpoint. The edited viewpoint is shown in Figure Figure 5-13 Viewpoint setting 4. In Figure 5-13, the mandatory entries are the viewpoint name and the Source field. The Source field represents the JSP file that is used to render the viewpoint. The following JSP files can be used: /sla/rad/standalone_serviceviewer.jsp: Shows just the View tab. /sla/rad/servicestatusview.jsp: Shows both the View and Edit tabs. Both JSPs accept a starting service instance as an argument in these formats: /sla/rad/<jspname>?serviceinstanceid=<serviceid> /sla/rad/<jspname>?serviceinstancename=<servicename> 126 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

141 5.2 Custom canvas The custom canvas defines the way a service instance is displayed in the service viewer. The procedure here describes the creation of a custom canvas as the appropriate way to add and organize indicator icons and decorations and select the background color. To create a custom canvas, perform the following steps: 1. Log in to IBM Tivoli Business Service Manager as an admin user and switch to the Service Administration window. 2. Define the custom canvas as follows: If the canvas should be tied to an instance, display the instance in the service viewer. Click the create canvas button ( ) from the service viewer. If the canvas should not be tied to an instance, from the navigation selection, select Custom Canvases, and click the Create Custom Canvas button shown in Figure Figure 5-14 Create custom canvas Chapter 5. Customization 127

142 3. In the canvas, choose and add the indicator icons from the list of indicator templates, as shown in Figure Figure 5-15 Custom canvas icons Some valid indicator icons are: A speedometer gauge, which shows the value of a metric (such as the response time, number of open ticket, and so on). A Service Instance indicator, with multiple shapes that indicate the instance status. A number-element prototype that allows a display of three to six text-value pairs. 128 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

143 4. When adding indicator icons, specify an instance to show the customization. Choose an instance from the window, click Next, and then set the text items and values for the indicator icon, as shown in Figure Click Finish when done. Figure 5-16 Instance chooser for canvas Chapter 5. Customization 129

144 5. Click the Decoration tab to add additional decorations for the canvas, as shown in Figure The available decorations are: Text labels You can customize the alignment, content, and color. Images You can choose the image file path. Shape Lines You can change the colors and shape. The available shapes are: Rectangle, RoundRectangle, Ellipse, TriangleUp, TriangleDown, TriangleLeft, TriangleRight, Diamond. You can change the color. Figure 5-17 Decorations 6. To change a property of an object (decoration or indicator), select the object and select View Inspector. The inspector window is shown in Figure 5-18 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

145 Figure 5-18 Inspector 7. Select the background color by selecting View Fill Background, and pick a color from the window, as shown in Figure Figure 5-19 Background colors Chapter 5. Customization 131

146 8. Save the canvas, as shown in Figure Figure 5-20 Save canvas 9. Your newly create canvas will now be available in the Custom Canvas tab, as shown in Figure Figure 5-21 Custom canvases 5.3 Setting the default viewer There are two types of viewer for service instances: the full client and the thin client. The viewer selection is performed from the Viewer Preferences or from the $NCHOME/etc/rad/RAD_av.props file. To update the preferences from a full client to a thin client, perform the following steps: 1. In the full client display, shown in Figure 5-22 on page 133, click the Viewer preferences button ( ). 132 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

147 Figure 5-22 Service viewer 2. The viewer preferences to set the client type are shown in Figure Figure 5-23 Viewer type settings Chapter 5. Customization 133

148 3. When you log in again, the service viewer is now a thin client, as shown in Figure Figure 5-24 Thin client 5.4 Tree template editor The tree template editor allows you to change how the service instances navigation tree shows up in the desktop application of IBM Tivoli Business Service Manager. The tree template editor allows you to add or remove column attributes for a service instance to be shown in the service dashboard. The default service tree is shown in Figure 5-25 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

149 Figure 5-25 Service tree The service tree template can be modified using the procedure below: 1. Open the Service Administration window, click the Services tab, open Service Navigation, and click the Tree Template Editor icon ( ), as shown in Figure Figure 5-26 Services Navigation Chapter 5. Customization 135

150 2. The service tree template editor is shown in Figure Create a new tree template by clicking the + sign. Figure 5-27 Tree template editor 3. Define the name of the new tree template, as shown in Figure Figure 5-28 New tree template 4. In Figure 5-27, select the newly defined tree template in order to perform the following actions: Add and remove columns. Assign the classes that you want to be included in this tree template. Define rule mapping for the template 136 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

151 5. You can add new columns to be defined in the column configuration area by clicking the + icon. To change the sizing for the columns to be displayed, check the Static Sizing For Tree Template check box, as shown in Figure Figure 5-29 Static size a. Clicks OK to confirm your choice, as shown in Figure Figure 5-30 Sizing warning You now have access to the Launch Column Sizing Tool, as shown in Figure Figure 5-31 Launch Column Sizing Tool Chapter 5. Customization 137

152 b. Click Launch Column Sizing Tool. The Adjust Column Width window appears, as shown in Figure Change the column sizes as needed. Figure 5-32 Column sizing c. Click OK to confirm your changes. 6. Select the Service Templates to be used in this tree from the left pane and clicking the >> button, as shown in Figure The templates selected here can be configured to supply values for the new additional columns. Figure 5-33 Select templates 7. For each template, select a user defined metric/incoming status rule or system defined rule. Select the template from the active template, as shown in Figure 5-34 on page 139. Then map the attributes in the template to the column name drop-down list. Relate each Service Template attribute that is selected to a column on the tree. 138 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

153 Figure 5-34 Selecting metric 8. Edit the policy to customize what is displayed in the column, such as value being received, or a custom icon. The tree template columns are built using an IBM Tivoli Netcool/Impact policy rule. The rule can be edited by clicking the Edit Policy button shown in Figure 5-27 on page 136. The rule editing window is shown in Figure Figure 5-35 Editing tree template rule Chapter 5. Customization 139

154 The rule shown in Figure 5-35 on page 139 can be edited directly in the RAD_GetTreeColumnValue.ipl file under $NCHOME/guifoundation/webapps/sla/policy. 9. Switch to the custom page where the custom service tree should be located. Expand the frame menu in the top right corner of the viewpoint, as shown in Figure Click the pencil icon. Figure 5-36 Custom tree view 10.Edit the service tree viewpoint and select the new tree template that you created, as shown in Figure Select the new tree template and the starting service instance from the service instance tree. Click DONE. Figure 5-37 Select NewTreeTemplate The tree template can include a defined starting service instance. Use the button from the service tree and select the starting instance from the window shown in Figure 5-38 on page Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

155 Figure 5-38 Setting the starting instance 5.5 Customer customization You can customize the IBM Tivoli Business Service Manager page header and viewpoint header, as well as the custom service tree icons, so that IBM Tivoli Business Service Manager displays the customer's header images and custom service tree icons. To do this task, perform the following steps: 1. Place all the custom background header images in the appropriate directory by copying the GIF or PNG files to $NCHOME/guifoundation/webapps/desktop/images/ngf/. Make sure that the Netcool user can access the file. Chapter 5. Customization 141

156 2. Edit the background-image for the file $NCHOME/guifoundation/webapps/desktop/css/ngf/ngf.css to point IBM Tivoli Business Service Manager to display new header images in the following sections: Change the background-image in the Table.netcool-topheader section, as shown in Example 5-1. This is the white-space fill image. Example 5-1 Header image table.netcool-topheader { height: 49px; background-image: url(../../images/ngf/nc_header_resize.png ); } Change the background-image in the Td.netcool-topheader-left section, as shown in Example 5-2. Example 5-2 Left header image td.netcool-topheader-left { background-image: url(../../images/ngf/nc_header_left.png ); background-repeat: no-repeat; background-position: left top; } Figure 5-39 shows the image in the top left of the banner. Figure 5-39 Tivoli logo Change the background-image in the Td.netcool-topheader-right section, as shown in Example 5-3. Example 5-3 Right header image td.netcool-topheader-right { background-image: url(../../images/ngf/nc_header_right.png ); background-repeat: no-repeat; background-position: right top; width: 100%; vertical-align: top; } Figure 5-40 on page 143 shows the image in the top right of the banner. 142 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

157 . Figure 5-40 IBM logo 3. Edit the background-image for the file $NCHOME/guifoundation/webapps/desktop/css/viewpoint.css to point IBM Tivoli Business Service Manager to display new viewpoint header images in the following sections: table.vp_header td.vp_header_left, as shown in Example 5-4. Example 5-4 Left header image table.vp_header td.vp_header_left { width: 2px; height: 16px; background-image: url(../../images/ngf/vp_title_left.gif ); } table.vp_header vp_header_title, as shown in Example 5-5. Example 5-5 Title header table.vp_header td.vp_header_title { width: 100%; height: 16px; color: #000033; font-size: 8pt; white-space: nowrap; vertical-align: middle; background-image: url(../../images/ngf/vp_title_back.gif ); padding: 0px 0px 0px 8px; } table.vp_header td.vp_header_right, as shown in Example 5-6. Example 5-6 Right title header table.vp_header td.vp_header_right { width: 2px; height: 16px; background-image: url(../../images/ngf/vp_title_right.gif ); } These images are used to create the individual portlet frames. Chapter 5. Customization 143

158 4. Change the icons on the service tree to represent the custom images: Note: in order to use custom images on a service tree, it is necessary to provide IBM Tivoli Business Service Manager with a GIF and SVG version of the same images. a. Copy the GIF file to $NCHOME/guifoundation/webapps/sla/icons/ and give it a name that ends with _svg.gif, such as mypicture_svg.gif. b. Copy the SVG file to $NCHOME/guifoundation/webapps/sla/icons/svg/ using the regular name, for example, mypicture.svg. This name should be the name used for the GIF without the _svg extension. c. The icons will now be available in the template view of the Service Administration window. Figure 5-41 Service template d. Click Browse. Figure 5-42 Custom Icons To customize IBM Tivoli Business Service Manager, so that the client service tree displays custom icons. perform the following steps: 1. Place all the custom icon images in the directory $NCHOME/guifoundaiton/webapps/sla/images. 2. Edit the policy to change the icon based on the current column by using the tree template: a. Open the editor in the IBM Tivoli Business Service Manager GUI. 144 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

159 b. Change the VALUE variable for each icon that should display if the column name is customized, based on the icon that would normally be displayed Example 5-7 Custom icon policy if (columnname like '.*State.*') { log("columnname is State, value: "+value); if (value < 3) { icon = "/sla/images/clear_status.png"; } if (value < 5) { icon = "/sla/images/minor_status.png"; } if (value = 5) { icon = "/sla/images/critical_status.png"; } showicon = true; log("columnname is State, icon: "+icon); } 3. Save the policy. Chapter 5. Customization 145

160 146 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

161 6 Chapter 6. Operations Operations are discussed in the following sections: 6.1, Startup and shutdown on page , Test event on page , IBM Tivoli Netcool/OMNIbus update on page , XMLconfig and CSS modification on page , Configuration export and import on page 151 Copyright IBM Corp All rights reserved. 147

162 6.1 Startup and shutdown Starting and stopping IBM Tivoli Business Service Manager is a process that has to be performed in the correct order. This allows all four components to run and shut down properly. The order of starting the IBM Tivoli Business Service Manager components is: a. Start IBM Tivoli Netcool Common License Server: UNIX: $NCHOME/license/bin/nc_start_license Windows: net start "NCO Flex License Manager" b. Start IBM Tivoli Netcool/OMNIbus: UNIX: $OMNIHOME/bin/nco_objserv & Windows: net start "Netcool OMNIbus Object Server" c. Start IBM Tivoli Netcool Security Manager: UNIX: $NCHOME/security/bin/ncsm_server & Windows: net start "Netcool Security Manager Server" d. Start IBM Tivoli Business Service Manager: UNIX: $NCHOME/bin/rad_server Windows: net start "Netcool Postgres Database" net start "Netcool GUI Foundation Server" To test the IBM Tivoli Business Service Manager components, use the following commands: License Server: Use the command nc_print_license under $NCHOME/license/bin. Security Manager: Use the command ncsm_status under $NCHOME/security/bin. IBM Tivoli Netcool/OMNIbus: Use the command nco_ping <name> under $NCHOME/omnibus/bin. PostgreSQL database: Use the command rad_db status under $NCHOME/bin. The order of stopping the IBM Tivoli Business Service Manager components are: a. Stop IBM Tivoli Business Service Manager: UNIX: $NCHOME/bin/rad_shutdown Windows: net stop "Netcool GUI Foundation Server" net stop "Netcool Postgres Database" 148 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

163 b. Stop IBM Tivoli Netcool Security Manager; UNIX: $NCHOME/security/bin/ncsm_shutdown Windows: net stop "Netcool Security Manager Server" c. Stop IBM Tivoli Netcool/OMNIbus: UNIX: $OMNIHOME/bin/nco_sql -S NCOMS -U root -P "" alter system shutdown go Exit Windows: net stop "Netcool OMNIbus Object Server" d. Stop IBM Tivoli Netcool Common License Server: UNIX: $NCHOME/license/bin/nc_stop_license Windows: net stop "NCO Flex License Manager" 6.2 Test event The rad_sendevent command can be used to send test events to the IBM Tivoli Business Service Manager ObjectServer so that one can confirm that the services in the model respond to service-affecting ObjectServer events properly. The command is located in $NCHOME/bin/ Issue the rad_sendevent command using the following syntax: rad_sendevent <host> <port> <userid> <password> The parameters are: host port userid password Name of host machine running the ObjectServer monitored by IBM Tivoli Business Service Manager. Port number for the ObjectServer monitored by IBM Tivoli Business Service Manager. The user name needed to access the ObjectServer. Password for the user ID. Enter "" for no password. The process is: 1. After issuing the rad_sendevent command, a READY prompt will appear. 2. Enter the field name, press Enter, enter the field value on the next line, and press Enter again. 3. When you finish entering the field name and value pairs for an event, press the Enter key twice. 4. You can send another event immediately or press Ctrl-c to exit. Chapter 6. Operations 149

164 Example 6-1 shows the execution of the rad_sendevent command. Example 6-1 SendEvent example bin] rad_sendevent localhost 4100 root NOTE: rad_sendevent is to be used for testing purpose ONLY. It is not a substitute for the Generic Probe as it has no rules files and is not scalable READY Summary Ticket Bar Chart Dummy Event AlertGroup TicketsByLocation Location US Severity 1 Identifier USTickets1A sending: insert into alerts.status values (,0,... ^C 6.3 IBM Tivoli Netcool/OMNIbus update IBM Tivoli Business Service Manager modifies the IBM Tivoli Netcool/OMNIbus schema using the tbsm_db_update.sql file. Make sure that the additional fields are also imported into the alerts.status table and an additional table called alerts.service_deps is added to the schema of the ObjectServer. This update is being done by the installer at installation time, but can be run manually also. Verify that the tbsm_db_update.sql file is located in $NCHOME/guifoundation/webapps/sla/install/tbsm_db_update.sql. Modify the IBM Tivoli Netcool/OMNIbus ObjectServer schema by issuing the following command: cat $NCHOME/guifoundation/webapps/sla/install/tbsm_db_update.sql $OMNIHOME/bin/nco_sql -server <servername> -user <username> -password <password> 150 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

165 The parameters are: servername username password Name of the ObjectServer for IBM Tivoli Business Service Manager ObjectServer user name ObjectServer password 6.4 XMLconfig and CSS modification You can manually edit the XML and CSS files that are located in the $NCHOME/guifoundation/webapps/sla/av/xmlconfig and $NCHOME/guifoundation/webapps/sla/av/css directories. If you modify any of these files, you have to issue the rad_reinitcanvas command so that you see the changes in the IBM Tivoli Business Service Manager Web GUI without having to restart the RAD server. To edit the files, perform the following steps: 1. Edit any file manually under the following directories: $NCHOME/guifoundation/webapps/sla/av/css $NCHOME/guifoundation/webapps/sla/av/xmlconfig 2. Execute the following commands: UNIX: $NCHOME/bin/rad_reinitcanvas Windows: %NCHOME%/bin/rad_reinitcanvas.bat 3. Open the service tree to see the changes. 6.5 Configuration export and import You can export and import IBM Tivoli Business Service Manager configuration as follows: 1. IBM Tivoli Business Service Manager provides a command called rad_radshell, which allows you to export or import a service configuration using a radshell function so that services are configured successfully without having to manually create them again. You can easily move a service configuration from one IBM Tivoli Business Service Manager server to another one. Chapter 6. Operations 151

166 2. To export data on the IBM Tivoli Business Service Manager server with the existing services configured, use the radshell export function, as shown in Figure 6-1. Figure 6-1 Rad_radshell Perform these steps: a. Execute $NCHOME/bin/rad_radshell. b. When the prompt changes to radshell>, enter export ();. c. Press Enter. d. When you are finished exporting, enter exit ();. e. Press Enter. All of the service templates, services, data fetchers, and data sources are now written to a file named export.radsh in the $NCHOME/guifoundation/webapps/sla directory. 3. Copy the export.radsh file into the $NCHOME/guifoundation/webapps/sla directory of the IBM Tivoli Business Service Manager server to which you want to import the services. 4. Import the file into that IBM Tivoli Business Service Manager server and enter the following command: cat export.radsh $NCHOME/bin/rad_radshell The export.radsh command only exports the database related objects. The user interface customization, such as custom canvases, icons, images, or viewpoints, must be exported manually from the file system. The export.radsh command also allows selective export for specific parts of the service tree by using the Service Instance name as the argument for the export.radsh command to export all the sub trees. 152 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

167 6.6 Backup and restore The backup and restore process for IBM Tivoli Business Service Manager can be performed by following the steps shown in the following sections Backing up on UNIX To back up the IBM Tivoli Business Services Manager database, the database must be running. Perform the backup procedure daily. In addition, you need to back up some key XML files. The IBM Tivoli Business Services Manager server can be running during a backup. Perform these steps: 1. To create a database backup file, open a terminal session on the IBM Tivoli Business Services Manager host and run the following command: $NCHOME/bin/rad_db backup -backupfile backup_file_name.sql 2. Copy the following files to the directory where you created the backup file in step 1: $NCHOME/guifoundation/webapps/sla/xml/cumulTimeSLA.xml $NCHOME/guifoundation/webapps/sla/xml/scheduleTime.xml 3. For custom static canvases, view definitions, or custom service trees, copy the entire contents of the $NCHOME/guifoundation/webapps/sla/av/xmlconfig/ directory. 4. For custom charts, you must copy the entire contents of the $NCHOME/guifoundation/webapps/sla/dashboard/chartconfig/ directory. 5. For custom IBM Tivoli Netcool GUI Foundation pages, refer to the Certification Guide Series: IBM Tivoli Netcool/Webtop 2.0 Implementation, SG for information about how to back up these pages Restoring on UNIX To restore the IBM Tivoli Business Services Manager database from a backup file, perform the following steps: 1. If IBM Tivoli Business Services Manager is running, stop it with the command $NCHOME/bin/rad_shutdown. 2. If the database is not running, start the IBM Tivoli Business Services Manager database with the command $NCHOME/bin/rad_db start. Chapter 6. Operations 153

168 3. Change to the backup directory and run the following command: cat backup_file_name.sql $NCHOME/bin/rad_db log 4. Copy the backed up cumultimesla.xml file into the $NCHOME/guifoundation/webapps/sla/xml directory. 5. Copy the backed up scheduletime.xml file into the $NCHOME/guifoundation/webapps/sla/xml directory. 6. For custom static canvases, view definitions, or custom service trees, restore the contents of the $NCHOME/guifoundation/webapps/sla/av/xmlconfig/ directory. 7. For custom charts, restore the $NCHOME/guifoundation/webapps/sla/dashboard/chartconfig directory. 8. For custom pages for IBM Tivoli Netcool GUI Foundation, restore the pages as described in the IBM Tivoli Netcool GUI Foundation Administration Guide. 9. Start the IBM Tivoli Business Services Manager server with the command $NCHOME/bin/rad_server Backing up on Windows The database must be running when you perform a backup. Perform the backup procedure daily. To back up the IBM Tivoli Business Services Manager database on Windows systems, perform the following steps: 1. Open a command prompt window and change to the %NCHOME%\bin directory. 2. Start the RAD shell configuration tool with the command rad_radshell. 3. At the radshell> prompt, back up your service configuration with the command export ();. The export function writes all of your service templates, services, custom policies, data fetchers, and data sources to file named export.radsh in the %NCHOME%/guifoundation/webapps/sla directory. You should make a copy of the file to a new name that references the date, such as 07_06_06export.radsh. 4. Copy the following files and directories to the directory where you created the backup file: %NCHOME%\guifoundation\webapps\sla\xml\cumulTimeSLA.xml %NCHOME%\guifoundation\webapps\sla\xml\scheduleTime.xml 5. If you created custom view definitions, or service trees, copy the entire contents of the following directory to the backup directory: %NCHOME%\guifoundation\webapps\sla\av\xmlconfig\ 154 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

169 6. If you created custom canvases, copy the entire contents of the following directory to the backup directory: %NCHOME%\guifoundation\webapps\sla\av\canvas\users\admin\ 7. If you have created custom charts, you must also copy the entire contents of the following directory to the backup directory: %NCHOME%\guifoundation\webapps\sla\dashboard\chartconfig\ 8. If you have created custom IBM Tivoli Netcool GUI Foundation pages, refer to the IBM Tivoli Netcool GUI Foundation Administration Guide for information about how to back up these pages Restoring on Windows The database must be running when you perform a restore. To restore the IBM Tivoli Business Services Manager database from backup files, perform the following steps: 1. Open a command prompt and change to the directory where you copied the filename.radsh backup file and run the following command: filename.radsh %NCHOME%\bin\rad_radshell This the command that restores your service model configuration. 2. Copy the backed up scheduletime.xmlfile into the directory %NCHOME%\guifoundation\webapps\sla\xml\. 3. If you have created custom canvases, view definitions, or service trees, copy the backed up files into the directory %NCHOME%\guifoundation\webapps\sla\av\xmlconfig\. 4. If you have created custom charts, copy the contents of the backed up chartconfig directory from the temporary backup directory to the appropriate directory. For example, copy all the files in the C:\rad30_backup\chartconfig\ directory to the directory %NCHOME%\guifoundation\webapps\sla\dashboard\chartconfig/. 5. If you have created custom IBM Tivoli Netcool GUI Foundation pages, refer to the IBM Tivoli Netcool GUI Foundation Administration Guide for information about how to back up these pages. 6. Start the IBM Tivoli Business Services Manager server by starting the IBM Tivoli Netcool GUI Foundation Server service. Chapter 6. Operations 155

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171 7 Chapter 7. Troubleshooting Troubleshooting is discussed in the following sections: 7.1, Installation problems on page , Upgrade problems on page 160 Copyright IBM Corp All rights reserved. 157

172 7.1 Installation problems Windows UNIX We discuss installation problems in the following sections: 7.1.1, Windows on page , UNIX on page 158 When installing IBM Tivoli Business Service Manager V4.1.1 on a on Windows platform, two common installation failures are: An MSIEXEC error 1603 is found in the installation logs. This error is typically caused by assigning the incorrect privileges to the postgresql user. This error can be corrected by creating the proper pgservice user by performing the following steps: a. Ensure that the Windows service Secondary Logon is enabled. b. Start the installation locally instead of using Terminal Services. c. Create the postgres Windows user manually and then run the installation again. The user must not be an administrator and must be a member of the Users group. This user should have: Permission to update the %NCHOME% directory The ability to log in with service rights A security setting to Log on Locally Insufficient space in Javaheap to satisfy allocation request, which is usually caused by insufficient contiguous physical memory, which is needed to start the service. Run the command $NCHOME\guifoundation\bin\tomcat5w.exe //ES//NCGFServer to configure the memory requirements. The tomcat5w command configures Tomcat service parameters that are stored in the Windows registry. When installing IBM Tivoli Business Service Manager V4.1.1 on a UNIX platform, a common installation failure is Import of the schema failed. When this error occurs, subsequent installation attempts with also fail and give the same error. Perform the following steps to resolve the problem: 1. Run cd $NCHOME/_uninst and run./uninstaller.bin. 158 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

173 2. Delete the file /var/tmp/locknetcool (If the /var/tmp/locknetcool file remains from a previous installation attempt, the License Server fails to start and as a result, the IBM Tivoli Netcool/OMNIbus ObjectServer installation also fails (failure to import schema into the ObjectServer).) Installation must be done by a a non-root user ID. The IBM Tivoli Business Service Manager V4.1.1 installation program does not support logging in as root and then switching from root to a different user ID. If you are logged in as root, log out and then log in using a non-root user ID. 3. Re-install IBM Tivoli Business Service Manager V Operational problems The following are some common startup and operational problems in the IBM Tivoli Business Service Manager environment: When IBM Tivoli Business Service Manager is started unintentionally by the root user, some of the log files are overwritten by root. Thus, the IBM Tivoli Business Service Manager user would not be able to write to these files and cannot initialize. The files owned by the root user in the $NCHOME/log directory should be moved or deleted. Database schema synchronization must be performed between IBM Tivoli Netcool/OMNIbus ObjectServer and IBM Tivoli Business Service Manager database. You must run rad_discover_schema to extract the IBM Tivoli Netcool/OMNIbus database schema for IBM Tivoli Business Service Manager and use the tbsm_db_update.sql command to apply the changes needed in IBM Tivoli Netcool/OMNIbus. If IBM Tivoli Business Service Manager starts and cannot verify the ObjectServer schema or cannot access ObjectServer, it will just quit. Data fetcher based objects may have delays depending on the refresh intervals defined. The data fetcher would need to issue on demand fetches or change the fetch period or multiplier. If the refresh interface is too long, the data changes may not be reflected in the status or numeric metrics. Chapter 7. Troubleshooting 159

174 Table 7-1 Log files Most of the other operational problems can be found in the IBM Tivoli Business Service Manager log files. There are several important log files that IBM Tivoli Business Service Manager has; they are listed in Table 7-1. Directory File Usage $NCHOME/log RAD_server.log IBM Tivoli Business Services Manager server execution log RAD_policylogger.log RAD_<datafetcher>.log IBM Tivoli Business Services Manager policies logging Specific data fetcher run log $NCHOME/log/guifoundation ngf.out IBM Tivoli Netcool GUI Foundation main JVM standard output file tomcat.log Tomcat configuration log $NCHOME/omnibus/log NCOMS.log ObjectServer log $NCHOME/license/log license.log License Server log $NCHOME/security/log SM_server.log Main security server log $NCHOME/InstallTBSM *.out, *.err Standard output and standard error files on installation processes 7.3 Upgrade problems When upgrading from IBM Tivoli Business Service Manager V4.1 to IBM Tivoli Business Service Manager V4.1.1 on Windows with the IBM Tivoli Business Service Manager Reports component included, out of memory errors may occur after you view a few reports and the IBM Tivoli Business Service Manager server stops running. To correct these errors, perform the following steps: Set the registry entries for the JVM options for the NCGFServer service executable as follows: 1. If it is running, stop the IBM Tivoli Netcool GUI Foundation Server service. 2. To open the registry editor, select Start Run and enter regedit in the window that opens. 3. In the registry editor, select HKEY_LOCAL_MACHINE SOFTWARE Apache Software Foundation Procrun2.0 NCGFServer Parameters Java. 160 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

175 4. To see the JVM options, double-click Options in the right-hand column. 5. In the Edit Multi-String window, add these parameters: -XX:MaxPermSize=128m -XX:+DisableExplicitGC 6. Start the IBM Tivoli Netcool GUI Foundation Server service. Chapter 7. Troubleshooting 161

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177 A Appendix A. Sample test This appendix contains a sample test and its answer key. Copyright IBM Corp All rights reserved. 163

178 Sample questions This sample test is designed to give the candidate an idea of the content and format of the questions that will be on the certification exam. Performance on the sample test is not an indicator of performance on the certification exam and this should not be considered an assessment tool. Answer the following questions: 1. On a typical IBM Tivoli Business Service Manager server running IBM Tivoli Business Service Manager and Security Manager, what is the minimum amount of RAM that should be installed? a. 1 GB. b. 2 GB. c. 4 GB. d. 6 GB. 2. In order to send events from IBM Tivoli Business Service Manager to an ObjectServer, the applications need matching schemas. On a Windows server, which directory holds the default IBM Tivoli Business Service Manager schemas that can be used to compare against a schema of an IBM Tivoli Netcool/OMNIbus ObjectServer? a. C:\IBM\Netcool\etc. b. C:\IBM\Netcool\sla\install. c. C:\IBM\Netcool\guifoundation\etc. d. C:\IBM\Netcool\guifoundation\webapps\sla\install. 3. If a rule that uses a data fetcher named xyz does not seem to be working correctly, what log files should be checked? Select all that apply. (Choose two.) a. ngf.out. b. XYZ.log. c. torque.log. d. RAD_xyz.log. e. RAD_server.log. 4. Company XYZ requires SSL to be implemented, when possible, to protect data transmissions. A SSL certificate has been generated and the credentials have been given to a user. Which file should the user modify on the IBM Tivoli Business Service Manager server to configure the IBM Tivoli Business Service Manager SSL client credentials? a. $NCHOME/etc. b. $NCHOME/etc/server.props. c. $NCHOME/etc/rad/server.props. d. $NCHOME/etc/rad/RAD_server.props. 164 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

179 5. What does the serviceinstancename refer to when creating an External Service Dependency Adapter (ESDA) rule? a. The value of the service instance name for the seed service instance. b. The value of the service instance name for the child service instance. c. The value of the service instance name for the parent service instance. d. The name of the Service Template for which the ESDA is being created. 6. Where are the tree template configurations stored for IBM Tivoli Business Service Manager V4.1.1? a. $NCHOME/XMLtoolkit/xml. b. $NCHOME/guifoundation/webapps/sla/xml. c. $NCHOME/guifoundation/webapps/sla/av/xmlconfig. d. $NCHOME/guifoundation/webapps/webtop/tep/templates/. 7. In order to export one service named Payroll with a service ID of 365, its service templates, and all of its child services and service templates to a file, which rad_radshell syntax below would be used? a. export(365);. b. exportstartfromparent("payroll");. c. exportfromstartinginstance("365);. d. exportfromstartinginstance("payroll");. 8. Where are definitions used to configure IBM Tivoli Business Service Manager to use LDAP located? a. $NCHOME subdir. b. $NCHOME/etc subdir. c. $NCHOME/etc/LDAP subdir. d. $NCHOME/security/etc subdir. 9. The architecture for Telco, Inc. states that the IBM Tivoli Business Service Manager application, IBM Tivoli Netcool/OMNIbus and IBM Tivoli Netcool GUI Foundation (NGF) application must reside on separate servers. The IBM Tivoli Netcool/OMNIbus and NGF applications have already been installed. After the IBM Tivoli Business Service Manager application has been installed, on which server or servers must the following command be run to integrate the applications? cat $NCHOME/guifoundation/webapps/sla/install/tbsm_db_update.sql $OMNIHOME/bin/nco_sql -server <servername> -user <username> -password <password> where: servername The name of the ObjectServer. username The ObjectServer user name. password The ObjectServer password. Appendix A. Sample test 165

180 a. NGF Server only. b. IBM Tivoli Business Services Manager Server only. c. IBM Tivoli Netcool/OMNIbus Server only. d. IBM Tivoli Business Services Manager Server and NGF Server. e. IBM Tivoli Business Services Manager Server and IBM Tivoli Netcool/OMNIbus server. 10.What is the purpose of the RAD_GetTreeColumnValue.ipl file? a. Contains rules to column mappings. b. It is the Numerical Formula Rule Policy. c. Contains reserved column name mappings. d. It is the Numerical Aggregation Rule Policy. 166 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

181 Sample question answer The following are the answers to the sample questions: 1. C 2. D 3. D and E 4. D 5. A 6. C 7. D 8. D 9. C 10.C Appendix A. Sample test 167

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183 Related publications The publications listed in this section are considered particularly suitable for a more detailed discussion of the topics covered in this book. IBM Redbooks For information about ordering these publications, see How to get Redbooks on page 170. Note that some of the documents referenced here may be available in softcopy only. Certification Guide Series: IBM Tivoli Netcool/Impact V4.0 Implementation, SG Certification Guide Series: IBM Tivoli Netcool/OMNIbus V7.2 Implementation, SG Certification Guide Series: IBM Tivoli Netcool/Webtop 2.0 Implementation, SG Other publications These publications are also relevant as further information sources: Common Agent for Business Service Manager User's Guide, SC Exploring IBM Tivoli Business Service Manager 4V.1.1, GI IBM Tivoli Business Service Manager Administrator's Guide, SC IBM Tivoli Business Service Manager Customization Guide, SC IBM Tivoli Business Service Manager Installation Guide, GI IBM Tivoli Business Service Manager Quick Start, GI IBM Tivoli Business Service Manager Release Notes, GC IBM Tivoli Business Service Manager Scenarios Guide, SC IBM Tivoli Business Service Manager Service Configuration Guide, SC IBM Tivoli Business Service Manager Troubleshooting Guide, GI Copyright IBM Corp All rights reserved. 169

184 Online resources These Web sites are also relevant as further information sources: IBM Certification site: Test objectives: How to get Redbooks You can search for, view, or download Redbooks, Redpapers, Technotes, draft publications and Additional materials, as well as order hardcopy Redbooks publications, at this Web site: ibm.com/redbooks Help from IBM IBM Support and downloads ibm.com/support IBM Global Services ibm.com/services 170 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

185 Index Symbols $NCHOME/InstallTBSM/start_omni.sh command 31 A active event list 123 advanced installation 54 alter command 149 auto population rule 111 B background color 127 C canvas 127 cat command 150 CCMDB 27 certificate 87 certificate store 87 certification benefits 3 4 checklist 5 objectives 8 recommended study resources 26 Tivoli 4 certification overview 1 Change and Configuration Management database, see CCMDB chown command 47 commands alter 149 cat 150 chown 47 createservice.sh 69 go 149 groupadd 47 keytool 86 launchpad.sh 48 mkdir 47 nc_print_license 148 nc_start_license 148 nc_stop_license 149 nco_config 32 nco_event 73 nco_objserv 148 nco_ping 148 nco_sql 115 ncsm_crypt 89 ncsm_db 35 ncsm_server 148 ncsm_shutdown 149 ncsm_status 148 net rad_db 148 rad_discover_schema 64 rad_radshell 151 rad_reinitcanvas 151 rad_sendevent 149 rad_server 148 rad_shutdown 148, 153 regedit 160 setup 67 start_omni.sh 31 start_tbsm_suite.sh 70 tbsm_db_update.sql 159 tomcat5w.exe 158 uninstaller.bin 68 useradd 47 vi 47 createservice.sh command 69 custom canvas 127 D data fetcher 98 data source 95 decorations 130 deployment plan 44 E EIF 31 ESDA 42, 116 Event Integration Facility, see EIF External Service Dependency Adapter, see ESDA Copyright IBM Corp All rights reserved. 171

186 G gauge 128 Geographical Information System, see GIS GIS 42 go command 149 Good, Marginal, and Bad rule 107 groupadd command 47 growth through skills 6 I IBM Professional Certification Program 2 IBM Tivoli Business Service Manager, see TBSM IBM Tivoli Netcool GUI Foundation, see NGF IBM Tivoli Netcool/OMNIBus 31 IBM Tivoli Software Professional Certification 4 indicator icon 129 installation 48 installation wizard 48 K keytool command 86 KSY_WAREHOUSE_SCHEMA 66 KSYENV 66 L launchpad.sh command 48 LDAP 35 License Server 34 Lightweight Directory Access Protocol, see LDAP lightweight event list 123 log4j.properties 80 M maintenance schedules 82 mkdir command 47 N nc_print_license command 148 nc_start_license command 148 nc_stop_license command 149 nco_config command 32 nco_event command 73 nco_objserv command 148 nco_ping command 148 nco_sql command 115 ncsm_crypt command 89 ncsm_db command 35 ncsm_server command 148 ncsm_shutdown command 149 ncsm_status command 148 net command Netcool License Server 34 Netcool Security Manager 34 netcool-topheader-left 142 NGF 35, 165 Numeric aggregation rule 107 Numerical formula rule 107 O objectives 8 ObjectServer 31 P planning 36 post installation 69 preparation UNIX 47 Windows 46 prerequisites 36 R RAD_av.props 80 rad_db command 148 rad_discover_schema command 64 RAD_FilterIDList 115 RAD_policylogger.props 80 rad_radshell command 151 RAD_RawInputLastValue 115 rad_reinitcanvas command 151 rad_sendevent command 149 rad_server command 148 RAD_server.props 80, 90 RAD_Service.props 69 rad_shutdown command 148, 153 RAD_sla.props 80 Redbooks Web site 170 Contact us xii regedit command 160 requirements hardware 39 Java 38 operating system 36 Web browser Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

187 return on investment, see ROI ROI 5 S Security ID 122 Security Manager 34 server.props 90 server.xml 91 Service Administration 135 Service dependencies diagram 41 service instances 102 Service Navigation 135 service templates 102 servicestatusview.jsp 126 setup command 67 silent installation 67 simple installation 52 SM_server.props 89 SM_servletservice.props 90 SME 8 Software Value Incentive, see SVI SSL 86 standalone_serviceviewer.jsp 126 start_omni.sh command 31 start_tbsm_suite.sh command 70 Subject Matter Expert, see SME SVI 7 8 vi command 47 Virtual University Enterprises, see VUE VUE 5 W WAREHOUS 66 T TBSM 20 tbsm_db_update.sql command 159 TEC 56 Tivoli Enterprise Console, see TEC Tivoli Software Professional Certification 4 Tivoli Usage and Accounting Manager 21 tomcat5w.exe command 158 tree template editor 134 U uninstallation 68 uninstaller.bin command 68 useradd command 47 V Value Advantage Plus, see VAP VAP 7 8 verification 72 Index 173

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189 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation (0.2 spine) 0.17 <-> <->249 pages

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192 Back cover Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation Detailed architecture and component description Installation and configuration processing Managing business services in real time This IBM Redbooks publication is a study guide for the IBM Tivoli Business Service Manager V4.1.1 certification test. It is aimed at IT professionals who want to be an IBM Certified Professional for this product. The IBM Tivoli Business Service Manager V4.1.1 implementation test is offered through the IBM Professional Certification program. It is designed to validate the skills required of technical professionals who work in the implementation and deployment of IBM Tivoli Business Service Manager V This book provides the necessary information for understanding the subject matter. It includes sample questions that will help evaluate personal progress. It familiarizes the readers with the types of questions that may be encountered in the exam. This guide does not replace practical experience and is not designed to be a stand-alone guide for the subject. Instead, this guide should be combined with educational activities and experiences and used as a very useful preparation guide for exam. For your convenience, the chapters are based on the certification objectives of the IBM Tivoli Business Service Manager V4.1.1 implementation certification test. Those requirements are planning, prerequisites, installation, configuration, administration, problem determination. Studying each chapter helps you prepare for the objectives of the exam. INTERNATIONAL TECHNICAL SUPPORT ORGANIZATION BUILDING TECHNICAL INFORMATION BASED ON PRACTICAL EXPERIENCE IBM Redbooks are developed by the IBM International Technical Support Organization. Experts from IBM, Customers and Partners from around the world create timely technical information based on realistic scenarios. Specific recommendations are provided to help you implement IT solutions more effectively in your environment. For more information: ibm.com/redbooks SG ISBN