3.3.4 Example of setup for periodic evaluation of the status of monitored services

(1) Prerequisites

The following are the conditions for this setup example:

• There is no agreement regarding service quality (service level) between the service's outsourcing company (service provider) and the outsourced contractor (data center). The data center is required to provide only its minimum level of monitoring.

• The outsourcing company's agent agrees to consider suggestions for system enhancements derived from the monthly service levels. The person who monitors all services at the data center is to report periodically to the outsourcing company's agent.

• The outsourced services are registered as monitored services as follows:

  • Service group: Group01

    Services belonging to service group Group01: Service01 to Service03

  • Service group: Group02

    Services belonging to service group Group02: Service04 and Service05

  • Service group: Group03

    Service belonging to service group Group03: Service06

  • Service group: Group04

    Service belonging to service group Group04: Service07

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

  Figure 3‒44: Relationship among personnel involved in periodic evaluation of the status of monitored services (setup example)

  • Person who monitors all services

    Evaluates a threshold for each monitoring item because there is no SLA, and then sets up the monitoring items in the Settings window. This person also needs to report the monitoring results periodically to the outsourcing company's agent.

  • Outsourcing company's agent

    This person is in charge of providing the outsourced services. This person receives periodic reports from the person who monitors all services at the outsourced contractor. If periodic reports suggest system enhancements, this person evaluates the suggestions and authorizes them, as appropriate.

    This person does not require that the person who monitors all services be responsible for management of the service level.

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(2) Defining thresholds

Tasks required for setting up monitoring items in ITSLM

Based on the information provided by the outsourcing company's agent, such as the number of service users and the service description, the person who monitors all services defines thresholds as follows:

• Average response time: 3,000 milliseconds

• Throughput: 800 count/second

• Error rate: 1.0%

Results of the tasks

Once thresholds have been defined, the person who monitors all services proceeds to set up monitoring items for each monitored service.

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(3) Setting up monitoring items

Tasks in ITSLM

The person who monitors all services decides to log in to ITSLM - Manager to display the Settings window and set up monitoring items for the monitored services based on the defined thresholds.

The following shows a setup example of monitoring items for the monitored services based on the thresholds.

Figure 3‒45: Setup example of monitoring items for the monitored services based on thresholds

This example sets up monitoring items for All Web Access of service Service01 of service group Group01. The following shows the monitoring item settings.

SLO monitor settings

Table 3‒17: Example settings under SLO monitor settings

Check box	Item name	Threshold	Check box	Trend monitoring
Selected	Avg. response	3000	Not selected	--
Selected	Throughput	800	Not selected	--
Selected	Error rate	1.0	--	--

Legend:

--: Cannot be set

Under SLO monitor settings, the settings defined as thresholds are specified.

Because there is no agreement for service level management, neither trend monitoring nor out-of-range value detection is set up. However, Days in baseline calculation and Days till start are set to the defaults because these items must be specified.

Results of the tasks

Once setup of service Service01 of service group Group01 has been completed, the person who monitors all services decides to set up monitoring items for the remaining monitored services in the same manner.

After setup is completed for all monitored services, monitoring is executed. For an example of execution of monitoring, see 4.6.4 Example of execution for periodic evaluation of the status of monitored services.

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