Event Management supports the creation of SLAs for application services and for
CIs.
You can monitor and manage the quality of the application services offered by your
organization. For example, you might want to set up an SLA that is triggered when the max alert
severity of an application service or CI is Critical, and measure the time
it takes to bring the application service or CI back to the OK 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. 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 application 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
populated
The
Event Management SLA table is populated differently for application services and
CIs:
- For application services, the system automatically populates the Event Management
SLA table when an application 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.
