Service Level Management with Assurance

1
Service Level Management with Assurance

• Usage Scenario

Przemyslaw Sroka
2
Agenda

• Scenario overview
• What we expect from SLM system?
• Working with Assurance
• Operational Reporting
• SLA Reporting
• Dashboards
• System architecture

3
1. Scenario overview

• Description of IT infrastructure that can be
  covered by Assurance.

4
Voltis IT infrastructure
Voltis is an IT provider that offers several
services to its customers.
Online Banking
Web Server Cluster
Application Server Cluster
DB Failover Cluster
Border router
All basic hardware components are monitored using
IBM Tivoli Monitoring.
Internet Connection T1
5
Voltis IT infrastructure
Voltis customers are complaining about
availability of services. They would like to sign
formal agreement with Voltis to achieve 99,5 of
Online Banking availability.
SLA
Online Banking
Voltis can read from database information about
state changes of all basic hardware components.
However it cannot create reports for high level
services like online banking. This service is
working properly if all 3 layers (presentational,
application and database) are working properly.
Database layer works properly is any DB server is
running. Similar rules are defined for other
layers.
Voltis cannot generate such reports efficiently.
Company cannot say if it can fulfill requirements
of SLA. Furthermore Voltis cannot generate SLA
reports.
6
2. What we expect

• Description of IT infrastructure that can be
  covered by Assurance.

7
Requirements from SLM system
Voltis would like to generate reports about
performance and availability of any service even
if it is not directly monitored.

• Operational Reports should be generated from any
  flexibly defined period (ex. 1st October to 4th
  October).
• System should allow to create SLA with any
  criteria about service metric
• Reports for SLAs should be automatically
  generated so they could be delivered to customers
• History of results should be kept to see if
  services are improving or not

Online Banking
8
3. Working with Assurance

• How Assurance can solve problems of Voltis?

9
Each service has certain type. Service Type
defines list of metric that are calculated. Those
metrics can be used to define targets in SLA.
All services can be displayed in a form of tree.
It reflects relationship between them.
For each service multiple Service Level
Agreements can be signed.
10
To generate operational report simply click
Reports -gt Services
Select service and any time span (up to minute
resolution).
11
Operational report is generated
12
For each metric calculated for service separate
page is created. It contains detail information
about service in selected period
Chart displays when service was working correctly.
13
Performance report displays information in other
form. It also presents other statistics for the
metric than availability.
14
Report for Service Level Agreements are generated
in similar way to operational reports.
The key difference is that you choose from
already evaluated periods. Frequency of reports
is defined when SLA is signed with customer.
15
Besides detailed metric reports SLA report
contains information about expected results and
achieved ones. In this case everything is fine!
16
To get immediate results about our Service Level
Agreements dashboards can be used.
17
SLA results for previous period s can be
displayed to check if services are improving or
not.
18
We can quickly identify which customer has
highest number of agreements.
And which has biggest problem with heaving them
fulfilled.
19
4. Assurance system architecture
20
Client Browser
External Data Sources
DB Server
DB Server
DB Server
HTTP Port 80
Presentation Layer
Processing Engine
ODBC
Services
Metrics
Reports
Evaluable Domain Model
Scheduler
Data Importer
Agreements
Dashboards
Help
SOAP Client
SOAP Client
WCF (Port 80)
SOAP API
Business Layer
Service Manager
Metric Manager
Agreement Manager
Datasource Manager
Customer Manager
Service Type Manager
SLA Result
Service Result
Database Layer
MS SQL Server 2005
Domain Model (Assurance.dbml)
Linq2Sql O/R Mapping
21
Questions przemyslaw.sroka_at_yahoo.com
Thank you!