3.3.2 Example of setup for predictive error detection in the performance of processes in monitored services and the corrective action support methodology

(1) Prerequisites

The following are the conditions for this setup example:

• The service group and monitored services have been registered in the same manner as in 3.3.1 Example of setup for predictive error detection in the performance of monitored services and the corrective action support methodology.

• New processes are scheduled to be added to service Service01 of server group Group01 and those processes to be added are not running yet. For the processes that will be added, the average response time, throughput, and error rate values have been determined as system requirements by the service's outsourcing company.

• Monitoring of service Service01 of server group Group01 is stopped.

• The following figure shows the relationship among the personnel involved in this task.

  Figure 3‒32: Relationship among personnel involved in predictive error detection in the performance of processes in a monitored service and the corrective action support methodology (setup example)

  • Person who monitors all services

    Sets up Web transactions in the Settings window on the basis of the paths, queries, and cookie information obtained from maintenance service engineers for the services via the outsourcing company's agent. This person also evaluates the thresholds for the monitoring items based on the system requirements, and then sets up the monitoring items in the Settings window.

  • Outsourcing company's agent

    This person is in charge of providing the services outsourced in the agreement. The person who monitors all services is responsible for managing the service level for the outsourced services. If contacted by the person who monitors all services regarding internal information about a monitored service, such as path, query, and cookie information, this person verifies the information with the maintenance personnel in charge of the monitored service.

  • Maintenance service provider for a monitored service

    This is a service engineer who participated in development of the service and who is stationed at the service users' location to provide support. If there are questions about the monitored service from the outsourcing company's agent, this person provides the necessary information.

To Page Top

(2) Defining Web access conditions based on the paths, queries, and cookie information and defining thresholds based on the system requirements

Tasks required for setting up Web transactions in ITSLM

The person who monitors all services obtains the paths, queries, and cookie information for the processes to be monitored from the maintenance service engineers for the services via the outsourcing company's agent. This person also evaluates the thresholds for monitoring items based on the system requirements for the monitored processes. The following table shows the Web access conditions, session conditions, and thresholds for the monitoring items that are defined on the basis of the obtained paths, queries, and cookie information and the system requirements.

• Web access conditions

  Web access condition	Path	Query	Cookie
  Web access condition 1	/top.html	q=.* time=.*	session=.* exp=10
  Web access condition 2	/middle.html	q=.*	session=.* exp=10
  Web access condition 3	/bottom.html	q=.*	session=.* exp=10
  Web access condition 4	example/index.html	q=.* qqq=1	session=.*

• Session conditions

  Query condition: q

  Cookie condition: session

• Thresholds for monitoring items

  Average response time: 3,000 milliseconds

  Throughput: 800 count/second

  Error rate: 1.0%

The person who monitors all services also decides to perform out-of-range value detection in addition to monitoring based on thresholds because warning signs of service performance errors must be detected and handled.

Results of the tasks

The person who monitors all services decides to name the Web transaction Transaction1 and sets up the defined Web access conditions. This person also decides to set up monitoring items after setting up the Web access conditions for Transaction1.

To Page Top

(3) Setting up the Web transaction

Tasks in ITSLM

The person who monitors all services decides to set up the Web transaction based on the information obtained from the maintenance service engineer for the service. The Web access conditions for the Web transaction are imported from the automatically detected URI. The following procedure is performed for this setup:

1. Log in to ITSLM - Manager, and then display the Web transaction setting area in the Settings window.

   The following shows the Web transaction setting area in the Settings window.

   Figure 3‒33: Web transaction setting area in the Settings window (setup example)

   This example sets up a Web transaction for service Service01 of service group Group01.

2. Select Service01 of Group01 in Services, then click the New button to display the Register Web transaction window to set up each item of the Web transaction.

   The following shows the Register Web transaction window.

   Figure 3‒34: Register Web transaction window (setup example)

   In this example, Transaction1 is entered as the Web transaction name.

3. Click the Add condition button to display the Add Web access condition window to set up Web access conditions for Web transaction Transaction1.

4. Click the Start detection button to import Web access conditions from automatically detected URIs. The following shows an example of the detection results.

   Figure 3‒35: Example of detected URIs

   In this example, the URI on the third line is edited and Web access conditions are imported. The path is top.html and query is q=1 and time=2. The example retains the path as is and changes the query to q=.* and time=.* to match Web access condition 1.

5. While the URI on the third line is selected, click the Edit cookie button to edit the cookie to match Web access condition 1.

   The following shows the Edit cookie window.

   Figure 3‒36: Edit cookie window (setup example)

   In this figure, a cookie is set to index=0 and area=00. The example edits the text box and changes the cookie to session=.* and exp=10 so that it matches Web access condition 1.

6. Verify that Available URI matches Web access condition 1, and then click the Import Available URI button while the URI on the third line is selected.

   The same path, query, and cookie information as for the URI on the third line are displayed in Define Web access condition.

   The following shows an example of the Add Web access condition window that displays the path, query, and cookie information.

   Figure 3‒37: Example of Add Web access condition window that displays the path, query, and cookie information

   By clicking the Apply Web Access Condition button in this status, you can verify whether the entered Define Web access condition matches the target Web access.

7. Once the Web access condition definition has been entered, click the Add condition button.

   Web access condition 1 is added to Transaction1.

8. After Web access condition 1 has been added, add the remaining Web access conditions in the same manner. When all four Web access conditions have been added, click the Close button to display the Register Web transaction window again.

   The following shows the Register Web transaction window in which the Web access conditions have been added.

   Figure 3‒38: Register Web transaction window in which Web access conditions have been added (setup example)

9. After you have added the Web access conditions, specify session conditions to identify Web access users. From Available query condition, select q to move to Query condition, and then from Available cookie condition, select session to move to Cookie condition.

   After you have finished specifying the session conditions, click the Registration button to register Transaction1.

Results of the tasks

Once Transaction1 has been registered, the person who monitors all services decides to set up monitoring items for Transaction1.

To Page Top

(4) Setting up monitoring items

Tasks in ITSLM

The person who monitors all services decides to display the Monitor settings area in the Settings window and set up monitoring items for the Web transaction.

The following shows a setup example of the monitoring items for the Web transaction.

Figure 3‒39: Setup example of monitoring items for the Web transaction

This example sets up monitoring items for Transaction1 of service Service01 of server group Group01. The following shows the settings for the monitoring items.

SLO monitor settings

Table 3‒13: Example settings under SLO monitor settings

Check box	Item name	Threshold	Check box	Trend monitoring
Selected	Avg. response	3000	Selected	5
Selected	Throughput	800	Selected	5
Selected	Error rate	1.0	--	--

Legend:

--: Cannot be set

Under SLO monitor settings, the SLO definition items are specified as thresholds, and then trend monitoring is set up for average response time and throughput so as to promptly detect any error in the performance of the monitored service.

A potential service performance error must be detected at least five hours in advance because other personnel must be contacted to take corrective action in the event of a service performance error. For this reason, trend monitoring is set to 5 hours.

Error Predict. settings

Table 3‒14: Example settings under Error Predict. settings

Days in baseline calculation	Days till start	Check box	Item name	Sensitivity	Correlated item
20	5	Selected	Avg. response	High	Throughput
		Selected	Throughput	High	--
		Selected	Error rate	High	--

Legend:

--: Cannot be set

Under Error Predict. settings, 20 days' worth of service performance is to be used to calculate the baseline for performing monitoring based on typical service performance. Days till start is set to 5 because it was requested that monitoring be started five days later.

Out-of-range value detection is to be performed for all monitoring items. The sensitivity is set to high so that any service performance that veers from the baseline will be detected quickly. Out-of-range value detection with multiple monitoring items combined is also to be performed to improve the precision of out-of-range value detection.

Results of the tasks

After setup of Web transaction Transaction1 and of the monitoring items for Service01 has been completed, the person who monitors all services decides to perform monitoring of Service01 and Transaction1. For an example of execution of monitoring, see 4.6.2 Example of execution for predictive error detection in the performance of processes in monitored services and the corrective action support methodology.

To Page Top