EV Observe - Configure User Services
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 monitoring of blocking relationships between the different components is used, in the event of failure, to analyze the impact on the user service's final status.
- 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.
- Notification timeslots defined:
Notes
- You can access the IT Weather function in the Monitoring menu or using the User Services widget. A user service will appear only if the IT Weather option is enabled in the User Service form. If the user service is hidden, this usually means that it is a building block of a higher-level user service. In certain cases, it can be useful to display the user service being used as a component of a higher-level user service.
Best Practice
- Use the modification wizards to apply changes to an entire group of user services.
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
Screens description
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 is calculated. This usually corresponds to the SLA availability target.
IT Weather: Used to monitor the availability of the service in the Monitoring > IT Weather menu. Select the Display option to enable it or the Hide option to disable it.
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.
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.
You can view the instability rate in real time in the General information tab of the user service Detail form (menu Monitoring > Monitoring).
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 Blocking and Degrading relationships between the user service and its components, i.e. hosts, services and other user services, that can have an impact on the user service's final status.
You can view the diagram of the relationships between the user service and its components in the Monitoring > IT Weather menu. Select the relevant user service and click View the map.
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. See the procedure
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.
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.
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.