A Service Level is a measure of service quality and is defined as the percentage of time during business hours a service meets specified availability, performance, and business criteria. It is defined by a Service Level Rule, which is created automatically for every service. 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
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.
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.
When you create a service, default values are used for some rule parameters. However, you must edit the Service Level Rule for each service to accurately define the assessment criteria that is appropriate for your service.
Only one Service Level Rule can be defined for a service.
To define a Service Level Rule:
Go to a service home page.
In the Related Links section, click Edit Service Level Rule to access the Edit Service Level Rule page.
On this page, specify the expected Service Level, business hours, availability, and performance criteria.
Click OK when you are finish.
Related Topics
Enterprise Manager Information Roadmap
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