Controlling Live Maps Unity Service Rollup Behavior: Experiences from the field by Jonas Lenntun

Introduction

With Savision Live Maps Unity, you gain great insight into the current status of the delivery of your IT-services in a simple and intuitive interface.

Using the Live Maps Authoring Console, you can control the behavior of which alerts are going to be fired off when a service goes into an undesired state. However, we cannot control the behavior of the rollups when the different perspectives change states.

In a real-world scenario, you might want to control this in more depth. These behaviors reflect the availability of the service that we use as the base for service-level-agreement reporting and communicate a relevant state of the service availability to your audience.

Services-Dashboard

Background

The default behavior for each perspective is to roll up the worst state of any member to change the status of the service. This means that if one component in the infrastructure perspective indicates a yellow or red state change, the whole service will roll up and reflect the same state.

This might not be the optimal solution for your organization, as you want to take care of service delivery reporting. Also, you want to consider the political aspect that monitoring is not showing a correct picture of the performance and availability of the business services.

When having this discussion with customers, most of them actually agree that application and infrastructure perspectives are good for troubleshooting and for connecting configuration-item relationships to services, but they don’t want the service availability to be reflected or to be creating incidents on these types of errors.

We don’t want to disable the alerts of the monitored objects inside the perspectives, but we want to control how the service is behaving in case of failure.

By focusing on the end-user perspective we can define that everything that is included in that perspective should reflect an actual service failure and influence the availability of the service.

In most cases, where it’s possible, this would be some type of synthetic transaction determining the availability and performance of the purpose of the service.

Click here to read the complete blog post by CEO of Approved Consulting, Jonas Lenntun.

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