Operations Center integrates data from other management systems that collect data relevant to SLAs. The types of data vary and include trouble ticket systems and technology monitoring.
Operations Center also has three other tools for collecting data:
Data Integrator: Integrates business metrics from databases, such as sales totals and help desk tickets, as well as analytics from business intelligence tools.
For more information, see the Operations Center 5.0 Data Integrator Guide.
Experience Manager: Monitors Web sites and application availability from a user perspective.
For more information, see the Operations Center 5.0 Experience Manager Guide.
Operations Center uses adapters to connect to connect to and communicate with third-party management systems. Different Operations Center adapters exist for different management systems; create an adapter for each specific management system that integrates with Operations Center. In some cases, the adapter communicates directly with the management system. In other cases, communication occurs through an Object Request Broker (ORB) supplied by Operations Center. For more information, see the Operations Center 5.0 Adapter and Integration Guide.
When using an adapter to collect historical data for SLAs, it is very important to set the Use Alarms Times Condition Changes property to True. This means for historical alarm data, the properties are recorded based on the alarm record time instead of the alarm receipt time. This is important for the calculation of objectives based on alarm properties.
To store alarm history, SLA data, or performance data, the element properties created by an adapter must meet the supported schema as specified in the Data Dictionary. Otherwise a “value too large” error occurs, displaying the maximum allowed length for a property value and the actual length. For example, dnames cannot exceed 3,000 characters.
IMPORTANT:Notes about data from adapters:
Set the Use Alarm Times for Condition Changes property to True for all adapters that are collecting SLA data.
Be sure that element properties created by an adapter meet the supported schema.