Event Management supports the
creation of SLAs for business services and for CIs.
Starting with the Helsinki release, you can monitor and manage the quality of the business
services offered by your organization. For example, you might want to set up an SLA that is
triggered when the max alert severity of a business service or CI is Critical, and measure
the time it takes to bring the business service or CI back to the Info state, when the
conditions that caused the alert have been resolved.
SLAs and the Task table
You can create SLA definitions only for tables that extend the Task table. Starting with the
Helsinki release, the Event Management
application provides a table named Event Management SLA [em_ci_severity_task],
which extends the Task table. Use this table in your SLA definitions to specify the severity
level that should trigger and stop the SLA. During alert impact calculation, changes in the
severity level of business services and CIs are automatically updated in the Event Management SLA table. Scheduled jobs keep the information in this table up to date.
How the Event Management SLA table is
The Event Management
SLA table is
populated differently for business services and CIs:
- For business services, the system automatically populates the Event Management SLA table when a business
service is created or when its max severity is changed.
- For CIs, you must first identify which CIs can be made available for SLAs by creating an
SLA configuration record. The system then automatically populates the Event Management SLA table with the CI max
severity is changed.
Note: Duplicate CIs are not added to the Event Management SLA table even if the same
CI matches more than one SLA configuration filter.