CA Cloud Service Delivery Platform Business Relationship Manager Version 01.0.00
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Contents Chapter 1: Introduction 7 Test Service End-to-End... 7 View Report: Performance Levels... 8 Track and Manage SLAs, SLOs, KPIs... 8 Detect SLA Degradation... 9 Manage Violations... 10 View Report: Service Provisioning... 10 Recover Service... 11 Contents 5
Chapter 1: Introduction As a service provider business relationship manager, you are responsible for maintaining the relation with customers. You also manage customers and users with appropriate services, and monitor services to meet the agreed service levels. The web-based service portal allows you to request and manage services. The portal is accessible with the URL and login credentials that your service provider administrator provides. Use the service portal to perform the following tasks: Test Service End-to-End (see page 7) View Report: Performance Levels (see page 8) Track and Manage SLAs, SLOs, KPIs (see page 8) Detect SLA Degradation (see page 9) Manage Violations (see page 10) View Report: Service Provisioning (see page 10) Recover Service (see page 11) Test Service End-to-End Before you provide a service to a customer, test the service end-to-end. The test helps to maintain the quality of the service. Test the service and ensure that it is working properly to ensure a good business relation with customers and users. 2. Click Requests, Manage Subscriptions, Test a subscribed service. The Test a subscribed service form opens. 3. Complete the details and click Submit. The form is submitted. You are notified through an email. You can now test the service. Chapter 1: Introduction 7
View Report: Performance Levels View Report: Performance Levels A service provider service level manager views performance level reports. The service portal lets you generate reports for the service level agreement (SLA), service level objectives (SLO), and key performance indicators (KPI), to view the performance levels. 2. Click the Generate Report for SLAs, SLOs, and KPIs link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Console link. 4. Select and right-click a service, and then click Edit Service. The Service Modeler window appears. 5. Modify the fields, and click OK. The SLOs are defined. The CA Service Operations Insight page appears. 6. Click the SLA tab. SLA Current Status and SLA History appear. 7. Click the chart. The SLA Current Status report opens. Track and Manage SLAs, SLOs, KPIs Tracking and managing service level agreements (SLA), service level objects (SLO), and key performance indicators (KPI), allow organizations to catalog and manage their service level obligations. An example of a report that you track is Service Fulfillment. This reports list the requests for each customer. The list consists the following details for each customer: services ordered current status of the orders total time spent on each order expected date of delivery for each order A link is provided in the total time spent column. Click the link to view the distribution of the total time that is spent in each phase. The report has few prompts that filter data by customer and region. 8 Business Relationship Manager
Detect SLA Degradation 2. Click the Track and Manage SLAs, SLOs, KPIs link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Console link. The CA Service Operations Insight console opens 4. Click the service that you want to track in the navigation pane. 5. Click the Services tab in the Contents pane. 6. Click the Service Impact tab in the Components Detail pane. The report is displayed. Detect SLA Degradation As a business relationship manager you must track the services and the service performance. If the service degrades, fix the issue or escalate the issue to the concerned department. If a violation is detected, the repair policy corresponding to the process name must reach a diagnosis. The diagnosis is based on available information such as monitoring statistics. Depending on the repair action, perform violation detection actions on individual services. 2. Click the Detect SLA degradation link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the SLA tab. You can view the degradation summary, SLA Current Status, and the SLA History. You can define SLAs against monitored services to track service metrics over a defined time period against violation thresholds. Note: For more information about SLA, click Help in the CA Service Operations Insight page. Chapter 1: Introduction 9
Manage Violations Manage Violations In the relation between customers and users, it is your responsibility to ensure smooth resolutions if and when an agreed service level is violated. If a violation is detected, the repair policy corresponding to the process name must reach a diagnosis. After the diagnoses, suggest the action that the service must take. Perform violation detection actions on individual services that are based on the repair action. 2. Click the Manage Violations link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the SLA tab and then click the chart. The report opens listing the resources that have violated the services. View the cause of the violation in the description. The report helps you track the customer SLA violations. View Report: Service Provisioning As a business relationship manager you run the service provisioning report and verify the fulfillment of customer orders. You can use the information during the regular status calls with customers. The Service Provisioning report consists of information about the fulfillment of customer orders. Run the report to verify the customer order details. 2. Click Dashboard, Infoview. A new page opens. 3. Click Document List, Public Folders, CA Reports,CA CSDP Reports. 4. Select a report and click View. 5. Enter the valid parameters and click Run Query. The report opens. You can now view the service provisioning status, and coordinate with the demand manager for any service provisioning-related SLA deviations. 10 Business Relationship Manager
Recover Service Recover Service You are responsible to understand a customer service change. Run ad-hoc queries for service cancelation and recover the service for the customers or get the information to end the billing cycle. You can generate specific reports reflect the cancelation services details in a date range. An example of a report is Canceled Services. Filter the report that is based on Customer Name and Service Name. The report lists the following details: services that are canceled date when the service was requested date when the request was canceled details of the customer who requested for cancelation time period for which the service was subscribed 2. Click Dashboard, Infoview. A new page opens with InfoView. 3. Click Document List, Public Folders, CA Reports, CA CSDP Reports. 4. Select a report and click View. 5. Enter the valid parameters and click Run Query. The report opens. The form is submitted. You are notified through an email. You can now view service change or cancelation report to recover the service for the customer. Chapter 1: Introduction 11