Use the Service Level Rule page to define the service level (measure of service quality) for a service. A service level is defined as the percentage of time during business hours a service meets specified availability, performance and business criteria. A service level measures service quality using two parameters: Expected and Actual Service Levels. On this page, you can:
Define the Expected Service Level.
Define the Actual Service Level.
A Service Level Rule uses the following assessment parameters to measure the quality of service:
Business Hours (Actual Service Level)
Availability Criteria (Actual Service Level)
Performance Criteria (Actual Service Level)
Business Criteria (Actual Service Level)
Expected Service Level
Expected Service Level
A Service Level specifies the percentage of time a service meets the performance and availability criteria as defined in the Service Level Rule. By default, a service is expected to meet the specified criteria 85% of the time during defined business hours. You may raise or lower this percentage level according to service expectations.
Actual Service Level
The Actual Service Level defines the baseline criteria used to define service quality and is defined by the following:
Business Hours: Specific days of the week and time on those days during which the service must function without availability or performance issues.
Availability Criteria: Service availability states for which the service is considered UP. You can choose Under Blackout or Unknown as factors not impacting service availability. Selecting Under Blackout allows you to specify service blackout time (planned activity that renders the service as technically unavailable) as available service time. Selecting Unknown allows you to specify time that a service is unmonitored because the Management Agent is unavailable be counted as available service time.
Performance Criteria: Optional performance metrics affecting the Service Level. The Service Level is impacted when a critical alert is triggered for the specified performance metric.
Note: The Business Criteria column is displayed only if one or more key business indicators are associated with the service. For more information on defining the business indicators, refer to About Data Exchange.
Related Topics
Enterprise Manager Information Roadmap
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