SLAs display in the Operations Center console both in the hierarchy under
and as a property of the elements to which they are applied.Although agreements and objectives are set at the element level, the Service Level Agreements root element displays defined agreements and objectives. The
hierarchy shows all service agreements, all objective definitions, all overrides, and all elements under the agreement’s umbrella.For each agreement, there are three branches that provide different ways of monitoring the status of the SLA. They include:
Objectives: Each objective defined in the agreement regardless of where in the hierarchy it is defined.
Affected Elements: The complete element structure for all elements contained within the agreements umbrella. As you drill-down through the hierarchy, each element has an
folder showing all objectives that apply to it.Overrides: Any change (or override) made on any objective on any point of the hierarchy. This change affects elements in the
hierarchy from that point down.Each element shown in the AgreementName on elementName.
branch of the root element has a unique naming convention of:This naming syntax clearly shows which instance of the element is being viewed. This is useful in a Business Service View where an element from the
tree was dragged and dropped into a view. The naming syntax indicates the status and information is related to the agreement and not to the element itself.Figure 4-3 Hierarchy in Explorer Pane in Operations Center console
In Figure 4-3, GOLD is the only Service Level Agreement that was set up on the element. It has three objectives at this time—one for availability, one for incidents, and one for outages.
Under the
element, there are three children included in the agreement ( > , , and ), as well as their children, which are technology elements from adapters. There is one override on the agreement, set on the element.Table 4-1 lists useful options that are available on the elements’ right-click menu.
Table 4-1 Element Right-Click Options
Option |
Available on… |
Description |
---|---|---|
|
Agreements, objective, overrides, and affected elements |
Shifts pane focus to the element where the agreement, objective, or override was set. |
|
Agreements, objectives, and overrides |
Opens agreement, objective or override properties. |
|
Affected elements |
Opens Root Cause information. |