Monitor service health

On the Event Management dashboard, you can view alerts by business service, manual service, technical service, and alert group. For services, you can also open a business service map to view relationships between CIs in the service.

Before you begin

Ask an administrator to create at least one business service, manual service, technical service, or alert group if none of these items exist.

Role required: evt_mgmt_admin, evt_mgmt_operator, or evt_mgmt_user

About this task

The dashboard tiles represent a service, alert group, or CI. Tile sizes correspond to the selection in the Prioritize by field in the dashboard. A larger tile size represents the severity of the alerts. The tile color represents the overall alert severity.

You can learn about the Event Management basic components from this video tutorial:

These tile icons are available:

Table 1. Dashboard tile icons
Icon Meaning
Business service icon Represents the status of a discovered business service.
Manual service icon Represents the status of a manual service.
Alert group icon Represents the status of an Alert group with a set of corresponding open alerts.
Computer icon Represents the status of a technical service.
Each tile represents the highest severity of an alert for the service, alert group, or CI. For example, a tile appears in red if an alert is critical. A green tile indicates either information alerts or no currently active alerts. As the alert severities change, the dashboard updates accordingly. The following severities are available:
  • Red: critical severity (highest severity). Immediate action is required. The resource is either not functional or critical problems are imminent.
  • Orange: major severity. Major functionality is severely impaired or performance has degraded.
  • Yellow: minor severity. Partial, non-critical loss of functionality or performance degradation occurred.
  • Blue: warning severity (lowest severity). Attention is required, even though the resource is still functional.
  • Green: informational. No severity. An alert is created. The resource is still functional.
Integration with Operational Metrics

To integrate with Operational Metrics, activate the ITOM Metric Management (com.snc.sa.metric) plugin and follow the steps in the Get started with Operational Metrics topic. In the dashboard, double-click a discovered business service to drill down and reach the topology map. These Operational Metrics buttons are available:

  • Click View metrics. This view displays a canvas to which you can drag CIs and display metric charts on. The server CIs are listed in the device pane. Point to the CIs in the list to display a tooltip that notes if the CIs have no metric data. For CIs that do have metric data, you can drill down into that data. Use the View metrics button to switch between the map and metric chart viewer. You can drag a CI that has metric data into the canvas area in the map to create a chart. The metric data also appears on the timeline.
  • The Metrics button is automatically selected when View metrics is clicked. In the device pane, select a server. All the CIs that are related to that server are listed and metric data is displayed for those CIs that have metric data. A circle that depicts the metric anomaly score appears to the right of each metric value, see Configure anomaly score thresholds. If it is within the green band range, Operational Metrics does not track changes to an anomaly score. The colors of the dots at the upper left on the CI icons or the absence of a dot, signify:
    • Grey dot: Metrics are being tracked for the CI, but none of those metrics have ever had an anomaly.
    • Colored dot: Corresponds to the last recorded anomaly score according to the configuration of the color band ranges.
    • No dot: There are no metrics for the CI and there is no data to drill into.
  • Items can be selected on the map to filter the list of CIs on the right.
  • The time range for the graphs is tied to the timeline at the top of the service map.

For more information, see View metric values in the Metric Explorer.

Procedure

  1. Navigate to Event Management > Dashboard.
  2. Choose from:
    • To view alerts by business service, manual service, technical service, or alert group, click Services.
    • To view alerts in your business group only, click Groups.
  3. Do one or more of these actions:
    TaskAction
    Prioritize alerts Above the tile area:
    1. Click Prioritize by list.
    2. Select Severity, Business criticality, or Cost.

    The filter values use the Dashboard filter dictionary attribute from the cmdb_ci_service_auto.list to prioritize alerts.

    View alert details for a service or group In the tile area:
    1. Click the service or group tile.
    2. Review the list of corresponding alerts under the Alerts tab.
    3. To view the properties of an alert, double-click it.
    Show or hide alerts by severity In the dashboard header, click the icon of the lowest severity that you want to view in the dashboard.

    You can also move the slider to the left of the icon. The dashboard appears only the severities that are to the right of the slider. For example, move the slider to the left of the red icon if you want to view only alerts with critical severity. Slider for severity filter

    View the properties of an alert Click Alerts or Correlated Alerts, then double-click the required alert number.
    Note: Alerts of type A (analytic alert group) do not show in the bottom alerts panel when the Correlated Alerts is not selected.
    View alerts from another service or group In the dashboard header, click the down arrow, and then select the service or group name.
    Show active alerts for a group In the dashboard header, click Service. Then click the group name and review the alerts listed for it under the Alerts tab.
    Show alert CI relationships or bindings in a business service map On the dashboard, double-click a tile for the service. For more information on the business service map, click View alert impact on CIs in a business service map.
    Show an aggregation of correlated alerts for services and alert groups Below the dashboard tiles, click Correlated Alert.
    Remediate an alert Under the Alerts tab, right-click the alert and then select Run remediation.
  4. To reduce the number of alerts that display in the alerts panel, enable Correlated Alerts.
    Correlated Alerts

    The alerts panel displays alert groups and alerts that have not been grouped.

    Correlated Alerts
    Note: The Correlated Alerts toggle also appears in the Alerts Console. When either the Alerts Console or the dashboard is opened, the Correlated Alerts toggle opens in the setting that was last selected.