About Service Level Reporting

Services are used to model business functions or applications within your enterprise and provide an accurate measure of the availability, performance, and usage of the function or application they are modeling. Enterprise Manager Grid Control provides multiple access points to this information from either the console via the Service Home page or from Information Publisher as a report or dashboard.

Service Level Reporting General Concepts

For each service, you can define a Service Level Rule. A Service Level Rule defines the assessment criteria used to measure service quality. It allows you to specify availability and performance criteria that your service must meet during business hours, as defined in your Service Level Agreement. For example, E-mail service must be 99.99% available between 8am and 8pm, Monday through Friday :

Business Hours-Time range during which Service Level should be calculated, as specified in your Service Level Agreement.
Availability Criteria-Allows you to specify when the service should be considered up. This will only affect the Service Level calculations, and not the actual availability state displayed in the console. You can choose a service to be considered up when in one or more of the following states:
- Up (default)

Under Blackout
Unknown

Performance Criteria - You can optionally designate poor performance of a service as a Service Level violation. For example, if your website is up, but it takes 10 seconds to load a single page, your service should not be considered operational.
- You can choose a subset of your performance metrics to effect the Service Level delivered by your service
- A critical alert on any one of the chosen performance metrics will count as a Service Level violation
Actual Service Level - Service Level achieved over a time period. Actual Service level is calculated as percentage of time during business hours that your service meets both availability and performance criteria specified.
Expected Service Level - Denotes a minimum acceptable Service Level that your service must meet over any relevant evaluation period

You can define only one Service Level Rule for each service. This Service Level Rule will be used to evaluate the Actual Service Level over a time period and compare the Actual Service Level against Expected Service Level.

Viewing Service Level Information

You can view Service Level information directly from the Enterprise Manager Grid Control console or as a generated report (Services Dashboard or as custom report using one or more service report elements).

From the Enterprise Manager Console

From any service home page, you can click on the Actual Service Level to drill down to the Service Level Details page. This page displays what Actual Service Level is achieved by the service over the last 24 hours/ 7 days / 31 days, compared to the Expected Service Level. In addition, details on service violation and time of each violation are presented in both graphical and textual formats.

From Information Publisher

Information Publisher provides an out-of-box report definition called the Services Dashboard that provides a comprehensive view of any service. From the Report Definition page, click on the Services Monitoring Dashboard report definition to generate a comprehensive view of an existing service. By default, the availability, performance, status, usage, and Service Level of the service are displayed.

Information Publisher also provides service-specific report elements that allow you to create your own custom report definitions. The following report elements are supplied:

Service Level Details- Displays Actual Service Level achieved over a time-period, and violations that affected it.
Service Level Summary- Displays Actual Service Level for a user-customizable sets of Services and time-ranges.
Service Level Violations-Displays Service Level Violations that occurred over selected time-period for a set of Services.
Services Monitoring Dashboard-Displays status, performance, usage and service level information for a set of services.
Services Status Summary- Information on one or more Services' Current status, Performance, Usage and Component Statuses

Service Level Information Security

Any Super Administrator, owner of the service, or Enterprise Manager administrator with OPERATOR_TARGET target privilege can define or update the Service Level Rule.

Any Super Administrator, owner of the service, or Enterprise Manager administrator with OPERATOR_TARGET target privilege can view service level information.