EV Observe - Configure User Services

Last modified on 2023/12/19 15:09

User services are services for end users provided by service providers or by the IT Department. They are monitored using the IT Weather function that displays their status and availability (SLA).

Each user service:

  • Is associated with a company/site.
  • Includes hosts, services and other user services. The management of dependencies (with weight values if defined) between the different components is used to analyze the impact of failure on the final status of the user service.
  • Can trigger the sending of notifications when there is a change in status.

Examples

  • User services: Invoicing software, data center, remote site
  • Notification policy in the event of an incident in the Teams app:
    • Notification timeslots defined:
      • From 5 am to 12 noon for team A
      • From 12 noon to 8 pm for team B
    • An incident occurs in the app:
      • Warning at 10 am: Notification sent to team A.
      • Warning at 1 pm: Notification sent to team B.
      • Warning between 8 pm and 5 am: No team is informed. If the incident is still present at 5 am, a notification will be sent to team A.
  • A website (SUT user service) relies on three servers. A weight value of 5 is defined for the main server, SUT 3, a weight value of 2 for server SUT 2, and a weight value of 1 for server SUT 1. The weight of the dependencies is used to define the thresholds for changes in user service status (i.e. OK, Degraded, Down) based on the total weight of the different components.
         Open url.png See Advanced management of dependencies

Best Practice

  • You can use a User Services widget to display a dashboard with the current operating state of a user service.
  • You can consult the IT Weather of a user service and view the diagram of the relationships between the user service and its components. The IT Weather function must first be enabled in the General information tab.
         Service map.png
  • Use the modification wizards to apply changes to an entire group of user services. Open url.png See the procedure

example  Define a single notification policy for all user services whose business impact is High using the Modify the notification policy wizard

Menu access

Configuration > User Services

Note: Access the user service Details form: Monitoring > Monitoring

Screens description

          User service.png

General information

Name: Name of the monitored user service.

Associated with: The company/site associated with the user service.

Availability rate: Target availability rate for the user service.

Availability period: Timeslot during which the availability rate of the user service is calculated. This usually corresponds to the SLA availability target.

IT Weather: Used to monitor the availability of the user service and display the diagram of dependencies. You enable the IT Weather function by selecting Display. You disable it by selecting Hide.

   If the IT Weather function is not enabled, the user service will be hidden. If this is the case, the user service will appear in the IT Weather diagram as a building block of a higher-level user service.

  • Access IT Weather: Monitoring > IT Weather. Select the relevant user service and click View the map
         Service map.png

Type: Used to indicate if the user service is hosted internally or in the cloud.

Team: Additional field for categorization.

Business impact: Impact of the user service within the corporate information system in the event of failure.

Tag: Used to categorize a user service based on a specific list in order to filter the IT infrastructure more effectively when searching for and configuring widgets.

Description: Role of the user service within the corporate information system.

Notifications

Used to define a notification policy for the user service by specifying trigger events and timeslots as well as notification recipients.

   Open url.png See:

Enable notifications: Used to define a notification policy for the user service. If you select Yes, you must specify the contextual fields that will appear. You can disable notifications by selecting No.

Fields for defining a notification policy for the user service

Notification period: Timeslot during which events occurring in the monitored user service will trigger notifications.

  • Events outside this period will not trigger any notification. If the incident is still present when the next notification period is applicable, then a notification will be triggered.

For these events: Type of event that will trigger a notification.

  • Warning: Notification sent when the user service is operational but requires close monitoring in order to anticipate and prevent a status change to Critical.
  • Unknown: Notification sent when the user service status is unknown to monitoring.
  • Critical: Notification sent when the user service is non-operational.
  • Up: Notification sent when the user service is operating normally again.
  • Unstable: Notification sent when the user service is considered to be unstable based on the high and low flapping thresholds defined for detecting instability.
    • The user service instability rate is calculated using the last 21 reports stored. It is recalculated each time a monitoring control is run. Older values are weighted less heavily than more recent ones.
    • The user service is considered to be unstable when the instability rate exceeds the high flapping threshold.
    • It will once again be considered stable when the instability rate drops below the low flapping threshold.

Note: When the state of the user service is unstable, notifications will be disabled to restrict the number of warnings triggered. They will remain disabled until the state of the user service is once again stable.

Best Practice icon.png  You can view the instability rate in real time in the General information tab of the user service Details form (Monitoring > Monitoring menu).

Level 1 contact(s) and contact group(s): List of Level 1 contacts and groups to whom notifications should be sent during the notification timeslots specified.

  • Only active contacts and contact groups will appear.

Dependencies

Used to define relationships between the user service and its components, i.e. hosts, services and other user services that can have an impact on the final status of the user service.

You can manage dependencies for a user service in two ways, i.e. Classical mode or Advanced mode.

Classical mode

You create dependencies by defining Blocking and Degrading relationships that will have an identical impact on the overall operability of the user service.
     Dependencies - Classical mode.png

Advanced mode

EV Observe: 5.4 (2023.3)+

You define a weight (integer value) to each component corresponding to their relative impact on the overall operability of the user service.

  • The weight of the dependencies is used to define the thresholds for changes in user service status (i.e. OK, Degraded, Down) based on the total weight of the different components.
  • When you specify a weight value for each dependency, the corresponding management rule will appear in a graphic representation.
  • You can fine-tune the thresholds for changes in status by adjusting the conditions that determine each status manually.

          Open url.png See Advanced management of dependencies
         Dependencies - Advanced mode.png

Procedures

How to create a user service

Step 1: Select the company where you want to implement the new user service

SelectCompanyInCompanyTree_Procedure

1. Go to the Web app.

2. Select the company from the company tree structure.

Notes:

  • The selected company must be associated with a Box.
  • You can create a new company. Open url.png See the procedure

    Company tree structure.png

Step 2: Create the new user service

1. Select Configuration > User Services in the menu.

2. Click Add.

3. Select each tab and specify the information on the new user service.

Define dependencies

  • Select the Dependencies tab.
  • Select the relevant management method: Classical or Advanced. Open url.png See the description
             Dependency mode selection.png

Best Practice icon.png  If you define dependencies in Classical mode, you can subsequently switch to Advanced mode by clicking Converting to Advanced mode. Caution: Save your modifications as they are not automatically saved.

   If you define dependencies in Advanced mode, you cannot convert them to Classical mode.

  • Specify the information on the dependencies.
    • In Classical mode, select the components (hosts, services, user services) associated with the user service from the drop-down lists for each type of relationship, i.e. blocking or degrading.
    • In Advanced mode, select the components and define their weight based on the impact of failure on the final status of the user service.
          Open url.png See Advanced management of dependencies

4. Click Apply.

The user service will be created. It will be visible to the company and all lower-level sites.
 

Step 3: Set up monitoring for the new user service

1. Check that monitoring data for the user service is correctly reported in the interface in the Monitoring > IT Weather menu.

How to apply changes to multiple user services at the same time

1. In the company tree, select the parent company of the user services you want to modify.

2. Select Configuration > User Services in the menu.

3. Select the user services to be modified.

4. Select the relevant wizard in the toolbar.

          Mass update for user services.png

5. Specify the information specific to the wizard.

6. Click Apply.

The modifications will be applied to all of the selected user services.

7. Generate the Box configuration to ensure that the modifications are taken into account for each user service. You can do this in the Configuration > General > Loading menu.

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