You are on page 1of 468

Front cover

Introducing IBM Tivoli Service Level Advisor
Achieve proactive SLA management ensuring service quality Generate reports and identify trends toward SLA violations Manage Service Level and meet customer expectations

Edson Manoel J.B. Baker Filippo Giannelli Frans Sadie Sarie Weber

ibm.com/redbooks

International Technical Support Organization Introducing IBM Tivoli Service Level Advisor July 2002

SG24-6611-00

Take Note! Before using this information and the product it supports, be sure to read the general information in “Notices” on page xvii.

First Edition (July 2002) This edition applies to the IBM Tivoli Service Level Advisor Version 1.1 and Tivoli Enterprise Data Warehouse Version 1.1 products. Comments may be addressed to: IBM Corporation, International Technical Support Organization Dept. JN9B Building 003 Internal Zip 2834 11400 Burnet Road Austin, Texas 78758-3493 When you send information to IBM, you grant IBM a non-exclusive right to use or distribute the information in any way it believes appropriate without incurring any obligation to you.
© Copyright International Business Machines Corporation 2002. All rights reserved. Note to U.S Government Users – Documentation related to restricted rights – Use, duplication or disclosure is subject to restrictions set forth in GSA ADP Schedule Contract with IBM Corp.

Contents
Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviii Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix The team that wrote this redbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix Become a published author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi Comments welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi Part 1. All about IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Chapter 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.2 IT Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1.3 Service Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1.4 Ensuring service quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 1.5 Service Level Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 1.6 Why bother with Service Level Management . . . . . . . . . . . . . . . . . . . . . . 14 Chapter 2. IBM Tivoli Service Level Advisor general overview . . . . . . . . 17 2.1 Overview of IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . 18 2.2 IBM Tivoli Service Level Advisor components . . . . . . . . . . . . . . . . . . . . . 19 2.2.1 ITSLA Task Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 2.2.2 ITSLA Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 2.2.3 ITSLA Reports Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 2.2.4 ITSLA Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 2.2.5 Tivoli Enterprise Data Warehouse Server . . . . . . . . . . . . . . . . . . . . . 25 2.2.6 Tivoli Enterprise Data Warehouse Control Center . . . . . . . . . . . . . . 25 2.2.7 IBM Console Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 2.2.8 ITSLA ETL programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 2.3 Important ITSLA concepts and terminology . . . . . . . . . . . . . . . . . . . . . . . 26 2.4 A glimpse into Tivoli Enterprise Data Warehouse . . . . . . . . . . . . . . . . . . . 34 2.5 IBM Tivoli Service Level Advisor Target ETLs . . . . . . . . . . . . . . . . . . . . . 37 2.5.1 ITSLA Registration ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 2.5.2 ITSLA Process ETL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 2.6 The SLA Management process of ITSLA . . . . . . . . . . . . . . . . . . . . . . . . . 40

© Copyright IBM Corp. 2002

iii

2.6.1 Step 1: Define and agree on Service Level Agreements . . . . . . . . . 42 2.6.2 Step 2: Select applications for source data . . . . . . . . . . . . . . . . . . . . 43 2.6.3 Step 3: Populate the ITSLA Database . . . . . . . . . . . . . . . . . . . . . . . 43 2.6.4 Step 4: Define schedules and create offerings . . . . . . . . . . . . . . . . . 43 2.6.5 Step 5: Define customers and create orders. . . . . . . . . . . . . . . . . . . 44 2.6.6 Step 6: Populate the ITSLA Measurement Data Mart database . . . . 44 2.6.7 Step 7: Evaluate data for violations and trends. . . . . . . . . . . . . . . . . 45 2.6.8 Step 8: Notification of SLA violations and trends . . . . . . . . . . . . . . . 45 2.6.9 Step 9: Access SLA reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 2.7 Applications providing measurement data . . . . . . . . . . . . . . . . . . . . . . . . 46 2.7.1 Becoming an ITSLA-enabled application . . . . . . . . . . . . . . . . . . . . . 46 Chapter 3. Implementation planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 3.1 IBM Tivoli Service Level Advisor data flow . . . . . . . . . . . . . . . . . . . . . . . . 53 3.2 Planning for supporting applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 3.2.1 IBM WebSphere Application Server . . . . . . . . . . . . . . . . . . . . . . . . . 56 3.2.2 IBM DB2 Universal Database Enterprise Edition . . . . . . . . . . . . . . . 57 3.2.3 Tivoli Enterprise Data Warehouse . . . . . . . . . . . . . . . . . . . . . . . . . . 59 3.3 Planning for IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . 61 3.3.1 Physical considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 3.3.2 Architecture considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 3.3.3 Planning considerations for source applications . . . . . . . . . . . . . . . . 69 3.4 Planning for event notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 3.4.1 SNMP Trap notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 3.4.2 TEC Event notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 3.4.3 E-mail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 3.5 Planning worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Chapter 4. Getting IBM Tivoli Service Level Advisor up and running . . . 79 4.1 Example scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 4.2 Setting up the TEDW Server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 4.2.1 IBM DB2 UDE Server for UNIX installation . . . . . . . . . . . . . . . . . . . . 82 4.2.2 TEDW Central Warehouse and TEDW Data Mart installation . . . . . 86 4.3 Setting up the ITSLA Database Server machine. . . . . . . . . . . . . . . . . . . . 88 4.3.1 Creating the ITSLA Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 4.4 Setting up the TEDW Control Center machine . . . . . . . . . . . . . . . . . . . . . 90 4.4.1 IBM DB2 UDE Server for Windows installation . . . . . . . . . . . . . . . . . 91 4.4.2 Tivoli Enterprise Data Warehouse Control Center installation . . . . . 92 4.4.3 ITSLA ETL programs installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 4.4.4 Source ETLs installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 4.4.5 TEDW Control Center basic configuration . . . . . . . . . . . . . . . . . . . 100 4.4.6 Configuring the ODBC connections . . . . . . . . . . . . . . . . . . . . . . . . 103 4.5 Setting up the ITSLA Server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

iv

Introducing IBM Tivoli Service Level Advisor

4.5.1 IBM DB2 Client installation on AIX . . . . . . . . . . . . . . . . . . . . . . . . . 106 4.5.2 Cataloging the ITSLA Databases . . . . . . . . . . . . . . . . . . . . . . . . . . 108 4.5.3 TEDW Reports Interface installation . . . . . . . . . . . . . . . . . . . . . . . . 109 4.5.4 ITSLA Server component installation . . . . . . . . . . . . . . . . . . . . . . . 113 4.5.5 ITSLA Task Drivers installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 4.6 Setting up the ITSLA Reports machine . . . . . . . . . . . . . . . . . . . . . . . . . . 126 4.6.1 IBM WebSphere installation and configuration . . . . . . . . . . . . . . . . 127 4.6.2 ITSLA Reports Server installation . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Chapter 5. Administering IBM Tivoli Service Level Advisor . . . . . . . . . . 133 5.1 Source ETLs management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 5.1.1 ETL Warehouse Target and Sources configuration . . . . . . . . . . . . 134 5.1.2 Schedule and run Source ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 5.2 Target ETLs management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 5.2.1 Registration Target ETL management . . . . . . . . . . . . . . . . . . . . . . 142 5.2.2 Process Target ETL management . . . . . . . . . . . . . . . . . . . . . . . . . 150 5.3 User creation and management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 5.3.1 IBM SLA Console user management . . . . . . . . . . . . . . . . . . . . . . . 158 5.3.2 ITSLA Report users management. . . . . . . . . . . . . . . . . . . . . . . . . . 163 5.4 Management of ITSLA components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 5.4.1 Management of offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 5.4.2 Management of orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 5.5 Timing considerations for the ITSLA environment . . . . . . . . . . . . . . . . . 193 5.5.1 Scheduling ETLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 5.5.2 ITSLA evaluation schedule and time zone considerations . . . . . . . 195 5.6 Trace and message log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 5.6.1 Handler configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 5.6.2 Message log files management . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 5.6.3 Trace log files management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 5.7 Startup and shutdown procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 5.7.1 IBM Tivoli Service Level Advisor components startup . . . . . . . . . . 205 5.7.2 ITSLA components shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 5.8 Backup and restore of ITSLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 5.8.1 Backing up the ITSLA environment. . . . . . . . . . . . . . . . . . . . . . . . . 210 5.8.2 Restoring the ITSLA environment . . . . . . . . . . . . . . . . . . . . . . . . . . 214 Chapter 6. Service level Reports with ITSLA . . . . . . . . . . . . . . . . . . . . . . 217 6.1 Logging into Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218 6.1.1 Default Reports users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 6.1.2 The Ranking algorithm and categories . . . . . . . . . . . . . . . . . . . . . . 221 6.2 Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 6.2.1 Reporting categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 6.2.2 Viewing Reports using different search criteria . . . . . . . . . . . . . . . . 229

Contents

v

6.2.3 Additional features of Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 6.3 Administrating Reports users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237 6.3.1 Creating Reports users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237 6.3.2 Listing and deleting Reports users . . . . . . . . . . . . . . . . . . . . . . . . . 239 6.3.3 Disabling Reports user authentication . . . . . . . . . . . . . . . . . . . . . . 240 6.4 Reports customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 6.4.1 Integrating Reports with existing Web sites . . . . . . . . . . . . . . . . . . 242 6.4.2 Customizing the appearance of Reports . . . . . . . . . . . . . . . . . . . . . 250 6.4.3 Alternative methods for authenticating users . . . . . . . . . . . . . . . . . 255 6.5 Viewing Reports with third-party software . . . . . . . . . . . . . . . . . . . . . . . . 257 6.5.1 Using BrioQuery Designer with Reports . . . . . . . . . . . . . . . . . . . . . 257 6.5.2 Viewing Reports using Seagate Crystal Reports . . . . . . . . . . . . . . 269 6.5.3 Using BusinessObjects with Reports . . . . . . . . . . . . . . . . . . . . . . . 277 Chapter 7. Performance maximization techniques . . . . . . . . . . . . . . . . . 289 7.1 Initial considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290 7.2 ITSLA Database Server tuning considerations . . . . . . . . . . . . . . . . . . . . 291 7.3 IBM DB2 Performance tuning considerations . . . . . . . . . . . . . . . . . . . . . 291 7.3.1 Small environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 7.3.2 Medium environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292 7.3.3 Large environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294 7.4 IBM WebSphere performance tuning . . . . . . . . . . . . . . . . . . . . . . . . . . . 294 7.5 IBM HTTP Server performance tuning . . . . . . . . . . . . . . . . . . . . . . . . . . 295 7.6 Presentation Services Web Console tuning . . . . . . . . . . . . . . . . . . . . . . 295 7.6.1 Medium environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295 7.6.2 Large environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296 7.7 Operating system performance tuning . . . . . . . . . . . . . . . . . . . . . . . . . . 296 7.7.1 Windows environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296 7.7.2 AIX environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297 Chapter 8. Troubleshooting the ITSLA . . . . . . . . . . . . . . . . . . . . . . . . . . . 299 8.1 IBM DB2 Universal Database Enterprise Edition . . . . . . . . . . . . . . . . . . 300 8.1.1 Installation and configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300 8.1.2 Databases creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 8.1.3 Administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308 8.1.4 Important initial IBM DB2 commands . . . . . . . . . . . . . . . . . . . . . . . 311 8.2 Tivoli Enterprise Data Warehouse. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312 8.2.1 TEDW installation and configuration . . . . . . . . . . . . . . . . . . . . . . . . 312 8.2.2 TEDW administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314 8.3 IBM WebSphere Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315 8.3.1 Installation and configuration issues . . . . . . . . . . . . . . . . . . . . . . . . 315 8.3.2 Administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315 8.4 IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

vi

Introducing IBM Tivoli Service Level Advisor

8.4.1 Installation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316 8.4.2 Configuration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317 8.4.3 Administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319 8.4.4 Un-installation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337 8.5 IBM Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338 8.5.1 Logon problems (UNIX platforms). . . . . . . . . . . . . . . . . . . . . . . . . . 338 8.5.2 Administration problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339 8.6 TEDW Source ETLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341 8.6.1 Installation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341 8.6.2 Configuration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342 8.6.3 Administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343 8.7 IBM Tivoli Service Level Advisor Reports . . . . . . . . . . . . . . . . . . . . . . . . 344 8.7.1 Accessing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344 8.7.2 Administration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347 8.7.3 Workarounds for ITSLA Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 348 Part 2. Appendixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351 Appendix A. Hints and tips for un-installing ITSLA . . . . . . . . . . . . . . . . . 353 Un-installing the ITSLA core components . . . . . . . . . . . . . . . . . . . . . . . . . . . 354 Un-installing ITSLA Task Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354 Un-installing ITSLA Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355 Un-installing ITSLA Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358 Un-installing the ITSLA Target ETL programs . . . . . . . . . . . . . . . . . . . . . . . . 359 Remove the ITSLA Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362 Un-installing the support applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363 Appendix B. Service Management according to the ITIL . . . . . . . . . . . . 365 The ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 Service Delivery disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 Capacity Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374 Availability Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377 Cost Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380 Contingency Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381 Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382 Measuring service quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382 The role of Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . 385 The objectives of Service Level Management . . . . . . . . . . . . . . . . . . . . . 386 Specifying service levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388 Service Support disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390 Configuration Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392 Help Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394 Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396

Contents

vii

.. . . 415 Appendix E. . . . . . . . . . . . . . . Referenced Web sites . . . . . . . . . .. . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 425 DM Source ETL objective . . . . . . . 422 TEC Source ETL objective . . . . 425 IBM Tivoli Distributed Monitoring (DM). ... . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . .. .. . . . . . . . . . . . . . .. . 414 Offering and order commands . . . . 424 TWSM Source ETL measurement types. . . .. . . . . . .. . . .. . . . 411 Basic CLI commands . . .. . . . . . . . . . . .. . .. . . 407 Appendix D. . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . .. . . . . .. 409 Introduction to the ITSLA CLI . . . . . . . . . . . . . .. . . . . . . . . . .. . . . . . . . . . . . . . . .. . 420 IBM Tivoli Business Systems Manager . . . . . . 398 Software Control and Distribution . . . IBM Tivoli Service Level Advisor Databases . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . .. . . 426 Abbreviations and acronyms . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . .. . . .. . . Command reference . . . . . . . . Source ETLs. . . . . . 419 Introduction to the Source ETLs. . . . . . . . . . . . .. .. . .. . . . . . . . .. . . .. . . . . . . . . .. . . ..Change Management . . . . . . . . . . . . . . . . . . 422 TEC Source ETL measurement types . 423 TWSM Source ETL objective . . . .. . .. . . . . . . . . . . . .. 425 DM measurement types . . . . .. . . . . . . . . .. . . . . . ... . . . . . . . . . . . . .. . . . . . . . . . . . . . . . .. . . . . . . . . . . . 422 TEC Source ETL processes descriptions . . . . . . . . . . . .. . . . . . . . . ... . . . . . . . . . . . . . . . . . . ... . . . . . . . . . . . . . . .. . . . .. . .. . . . .. . . . . . .. .. . . . . . . . . . . . .. . . 404 The ITSLA Measurement Data Mart database. . . .. . . . . . . . .. . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 423 IBM Tivoli Monitoring for Transaction Performance (TWSM) . . . . . . . . . . . . .. . . . . . . . .. . . . . . . . . .. . . . . . 414 ETL commands . . . . . . . . . . 421 IBM Tivoli Enterprise Console . . . . . . . . . . . . . 425 DM Source ETL processes descriptions . . .. . . . . . . . .. . . . . How to get IBM Redbooks . . . . . . . . . . 420 TBSM Source ETL process description . . . . . . . . . . . . .. . . . ... . . .. . . . . . . .. . . . . . . . .. . . .. .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . 403 The ITSLA Database .. . . . . . . . 420 TBSM Source ETL objective . . . . . . . . . . . . . .. .. . . . . 427 Related publications . . . . . . . . . . . . . .. . . . 421 TBSM Source ETL measurement types . . . . . . . . . . . . . . . . . . . . . .. .. . . . . . . . . . . . 410 Default bundles . . . . . . . . . . . ... . . . . . . . . . . .. . . . . . . .. . . . .. . . . . . . .. . 414 Escalation commands . . . . . . . . . . . . . . . . . . . . . IBM Redbooks collections . . . . . . . . . . . . . . . . . . . . . . ... . . . . . . . . . .. . . . . . . . . . . . . . . . 423 TWSM Source ETL processes description . . . . . . . . . . . . . . . . . . . . .. 429 429 429 430 431 431 viii Introducing IBM Tivoli Service Level Advisor . Other resources . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .. .. . . . . . . . . . . . . . . . . . . . . . . . . IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413 Useful commands for ITSLA . . . . . . . . . . . . . . . . 400 Appendix C. . . . . . . . . . . . 410 General usage overview . . . . .. . . . . . .

. . . . . . . . . . . . . . . . . . . . . 433 Contents ix . . . . . . . . .Index . . . . . . . . . . . . . . . . . . . . . . . . . .

x Introducing IBM Tivoli Service Level Advisor .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 ITSLA Database component access . . . . 36 ITSLA Registration ETL process model . . 24 A typical TEDW environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 © Copyright IBM Corp. . . . . . . . . . . . . . . . . 86 Select features dialogue window . . . . . . . . . . . . . . . . . . . . . . . . 85 Install type dialogue window . . . . . . . . . . . . . . . . . . . . . . . .Figures 1-1 1-2 1-3 1-4 1-5 1-6 2-1 2-2 2-3 2-4 2-5 2-6 2-7 2-8 2-9 3-1 3-2 4-1 4-2 4-3 4-4 4-5 4-6 4-7 4-8 4-9 4-10 4-11 4-12 4-13 4-14 4-15 4-16 4-17 4-18 4-19 4-20 4-21 IT Service perceived by the end user and in reality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Path to the installation media for the application packages . . . . . . . . . . . 11 Service Level Management iterative process . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 ITSLA core and logical components relationship . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Service Delivery in context. . . service provider. . . . . . . . . . . . . . . 101 DYK_PROC_DYK_DM_TARGET user ID information . 10 Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 End-to-Eend SLA Management process flow . . . 96 ITSLA ETL programs installation . . . 107 Install type dialogue window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .DB2 Instance db2inst1 . . . . . . . . 42 ITSLA data flow scenario . . . . . 83 Create DB2 Services . . . . . . . . . . . . . . . . . 55 ITSLA architecture component placement . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Path to the installation media for the ITSLA ETL programs . . . . . . . . . . . . . . . . . . . . . . . 93 TEDW control server installation . . . . . . . . . . . . . . . . . . . 39 How TSLA collects and stores measurement data . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Select features dialogue window . . . . . . . . . . . . . . . . . . . . . . . . .TEDW Central Data Warehouse . . 65 Installation scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 TEDW Central Data Warehouse and Data Mart installation . . . . . . . . . . . . . . . 9 Point-solution based management infrastructure . . . . 6 Service Delivery life cycle . . . . . . . . . . . . . . . . . . . . . . . . 88 Select DB2 Enterprise Edition . . . . . . . . .System DSN tab . . . 96 TEDW Source ETLs setup type . . . . . . . . . . . . . . . 23 ITSLA Measurement Data Mart access . . . . . . . . . . . . . . .DB2 UDB Enterprise Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Create DB2 Services . . . . . . . . . . . . . . . . . . . . . . . . 41 A typical Service Level Management process flow . . . . . . . . . . . . . . . 100 TWH_MD as control database . . . . . . . . . . . . . . and service management . . . . . . . . . . . . . 103 Install DB2 V7 . . . . . . . . . . . . 102 ODBC configuration . . .TEDW control server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2002 xi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 ITSLA Process ETL process flow . 99 TEDW Source ETLs installation. . . . . . . 80 Install DB2 V7 . .DB2 Administration Client . . . . . . . . . . . . . . . . . . . . . . . . . 84 Administration Server screen . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Set to Production mode TAPM Source ETL steps . . . . . . 122 ITSLA Server installation confirmation window . . . . . . . 111 TEDW Report Interface installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 ITSLA Report Server installation . 145 Registration ETL Schedule window . . . . . 147 Immediately run the first step of the Registration ETL . . . . . . . . . . . . 160 User creation task in the General window . . . . . . . . 137 Processes folder of TAPM Subject Areas . . . . . . 115 ITSLA Measurement Data Mart database dialogue window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 IBM Web Console . . . . . . . . . . . . . . . . . . . . . . 129 ITSLA Reports component installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .TEDW Report Interface . . . . . . . . . . . . . . 166 Manage Offerings window . . . . . . . . 135 Tables of Warehouse Targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 See log information for failed ETL Registration step . . . . . . . . . . . . . 121 Configuring e-mail notification . . . . . . . . . . . . . . . . . 132 Properties window of Warehouse Sources . . . . . . . . . . . 124 ITSLA Task Drivers communication ports . . . . . . . . . 114 ITSLA Database dialogue window . . . . . . . . . . . . . . . . . . . 112 ITSLA Server component installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Define Schedule for Process ETL .Part 2 . . . . . . . . . . . . . . 161 Service offering specialist role selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Log in with user Sawyer to ITSLA Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Configuring Tivoli Enterprise Console event notification . . . . . . 117 ITSLA event notifications window . . . . . 162 IBM Console starting page for service offering specialist user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Configuring SNMP Trap event notification . . . . . . . . . 153 Start Work in Progress tool . . . . . . . . 146 Work in Progress selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22 4-23 4-24 4-25 4-26 4-27 4-28 4-29 4-30 4-31 4-32 4-33 4-34 4-35 4-36 4-37 4-38 4-39 4-40 4-41 4-42 5-1 5-2 5-3 5-4 5-5 5-6 5-7 5-8 5-9 5-10 5-11 5-12 5-13 5-14 5-15 5-16 5-17 5-18 5-19 5-20 5-21 5-22 Select features dialogue window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Select schedule for Registration ETL. . . . . . . . . . . . . . . . . . . . . . . 149 Configuration of Notification for the Registration ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Tivoli Presentation Services ports panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 xii Introducing IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . 123 ITSLA Task Drivers component installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Create Schedule window . . . . . . . 120 Configuring e-mail notification . . . . . . 155 Start Notification dialogue for Process ETL . . . 130 Specify a node name for you ITSLA Report Server . . . . . . 154 Manually run the first step of the Process Target ETL . . 126 IBM WebSphere Application Server configuration panel . . . . . . . . . . . . . . . . . 128 IBM WebSphere configuration . . 150 Select Schedule for Process ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Port information for the ITSLA Server installation . . . . . . . 125 ITSLA Task Drivers installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 SLA State screen . . . . . . . . . . . . . . . . . . . . 174 SLO Configuration dialogue window . . . . 260 Dragging Violationview to the Content window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 Select Resource Definition Type dialogue window . . . . . . . . . . . . . . . . . . . . . . . . . . . 259 Query screen for DYK_CAT. . 184 Include Resources dialogue window . . . . . . . . . . . . . . . . . 225 Trends Report screen . . . . 227 Violations Report screen . . . . . . . . . 176 Configuration dialogue window for SLO breach values . . . . . . . . . . . . . . . . 236 Graph Data page view . 234 Additional Web links. . . . . . . . . . . . . 192 Data Flow in the ITSLA environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 Reports sign-on screen . . 235 Report graph using Results Report category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Select Resources window . . . . . . . . . . 219 Executive user view . 229 Time Period drop-down menu . . . . . . . . . . . 178 Confirm Offering window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 Operations user view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Include Resources window with a new component defined. 218 Customer user view . . . . . . . . . .5-23 5-24 5-25 5-26 5-27 5-28 5-29 5-30 5-31 5-32 5-33 5-34 5-35 5-36 5-37 5-38 5-39 5-40 5-41 5-42 5-43 5-44 5-45 5-46 5-47 6-1 6-2 6-3 6-4 6-5 6-6 6-7 6-8 6-9 6-10 6-11 6-12 6-13 6-14 6-15 6-16 6-17 6-18 Create Period window . 188 Assign Resources window with a complete offering component . . . . . . . . . . . . . . . . . . 170 Select Schedule window with a new schedule defined . . . . . . . . . . . . . . . . . . 221 Operations user ranking categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 View Violation screen. . . . . . . . . . . . 200 Enable trace logging on the IBM Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Resource Type tree . . . . . . . . 189 The Manage Orders screen . . . . . . . . . . . . . . . . . . . . . 261 Figures xiii . . . . . 231 SLA Type drop-down menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 The Search field . . . . . . . . . . . . . . . . . . . . . 180 Select Customer dialogue window . . . . 228 Results Report screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237 BrioQuery Database Connection Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Manage Orders window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Properties dialogue window for tracing handler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Assign Resources to order offering component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 Select Customer dialogue window with new customer defined . . . . . . . . . . . . . . . . . . . . 177 Create Customized Offering Components window . . . . . . . . . . . . . . . . . . . . . 173 Select QoS ROUNDTRIPTIME metric to configure . . . 193 Configure logging for IBM Console environment . . . . . 181 Create Customer window with a new realm defined . . . . . . . . . . . . . . . . . . . . . 233 Maximum rows to display feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . 287 BusinessObjects window . . . . . . . . . . 267 Three-dimensional graph . . . . . . . . . . . .Report for SLA violations Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281 Query Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383 Levels of service and customer satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284 BusinessObject customized report . . . . . . . . . . . . . . 401 xiv Introducing IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396 Cycles of change . . . . . 263 Query results for limited Violationview . . . . . . . . 398 The Change Advisory Board . . . . . . . . . . . . . . . . . . 285 Create a condition in a BusinessObjects query . . . 264 New report screen . 268 Report gallery with Custom button selected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-19 6-20 6-21 6-22 6-23 6-24 6-25 6-26 6-27 6-28 6-29 6-30 6-31 6-32 6-33 6-34 6-35 6-36 6-37 6-38 6-39 6-40 6-41 6-42 6-43 6-44 B-1 B-2 B-3 B-4 B-5 B-6 B-7 B-8 B-9 B-10 Adding the selected items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Parameters of database connection window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Limiting the items for query processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282 Business Object Report for max violations . . . . . 400 The SC&D process . . . . . . . . . . . . . . . . . . 272 Select Expert being used to limit the violation dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 Service level specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277 Define Universe Parameters window . . . . . . . . 266 Two-dimensional graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 Performance Management . . 265 Report results table . . . . . . . . . . 280 Select Universe as data access . . . . 283 Apply templates to report . . . . . . . . . . . . . . . . . . 274 Chart Expert box . . . . . . . . 389 Incident priority. 288 The Service Management disciplines . . . . . . . . 275 The Data tab . . . . 276 Report preview screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271 Insert fields and report design page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368 Key relationships among Service Management disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286 List of consumer names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 Second step of Universe creation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270 Choose SQL Table window . 273 The preview screen . . . . . . . 376 Service Delivery quality perception . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . 290 /etc/systems parameters on Sun Solaris . . . . . . . 138 IBM SLA roles and associated tasks on the IBM Web Console . . . . 69 Planning worksheet for IBM WebSphere Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Tables 3-1 3-2 3-3 3-4 3-5 3-6 3-7 3-8 3-9 3-10 3-11 4-1 4-2 4-3 5-1 5-2 5-3 5-4 5-5 5-6 5-7 5-8 5-9 5-10 6-1 6-2 6-3 6-4 6-5 6-6 6-7 6-8 6-9 7-1 8-1 8-2 8-3 C-1 Default TCP/IP port numbers used by the TEDW . . . . . . . . . . . 248 Available parameters for maximum rows to display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Available filter parameters . . . . . . . . and large ITSLA environment . . 202 Commands to start ITSLA components . . . . . . . . . . . . . . . . . . . 208 Users and associated ranking categories . . . . . . . . . . . . . . . . . . . 99 Tivoli source databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Supported source Tivoli applications . . . . . . . . 77 Planning worksheet or event notification . . . . . . 251 Customizable table properties . . . . . . . . . . . . . . . . . . . . . . 62 Hardware requirements for ITSLA . . . . . . . . . . . . . . . . . . . 196 Locations of message log files . . . . . . . . . . . . . . 63 Software requirements for ITSLA. . . . . . . . . . . . . . . . . . . . . . 62 Single machine installation hardware requirements for ITSLA . . . . 159 View values and authorization levels for Report users . . . . 164 User manipulation commands . 78 ITSLA Databases installation scripts . . . . . . . . . . . . . . . . . 404 © Copyright IBM Corp. . . . . . . . . . . . . 311 DYK_CAT database tables for the DB2ADMIN schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Planning worksheet for databases . . . . . . . . 60 Ports used by the ITSLA components . . . . . . . . . . 206 Commands to shutdown ITSLA components. . 254 Definition of small. . . . . . . . 166 Local times for SLA evaluation and peak period start times . . . . . . . . . . . . . . . . . . . 223 Included JSP files . . . . 89 Measurement source codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301 Parameters for a Sun Solaris IBM DB2 server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Subject Areas and related Tivoli applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 ITSLA Web browser support . . . . . . . . . . . . . . . . 104 IBM Tivoli source application and Warehouse Source and Targets . . . . . . . . . . . . . . . . . . 250 Customizable table column parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302 IBM DB2 command reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . medium. . . . 77 Planning worksheet for ITSLA . . . . 246 Available input field names for searching . . . . . . . . . . . . . . . . . . . . . . . . . 253 Customizable graph properties . . . . . . . . . . . . . 242 Available query and display classes . . . . 201 Available ITSLA trace loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2002 xv . . .

. . . . . . 407 Order commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-2 C-3 C-4 D-1 D-2 DYK_CAT database tables for the MM schema . . . 405 DYK_CAT database views for the DB2ADMIN schema . . . . . . . . . 406 DYK_DM database tables for the DYK schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415 xvi Introducing IBM Tivoli Service Level Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415 Offering commands . . . . . .

You may copy. BUT NOT LIMITED TO. serviceability. IBM has not tested those products and cannot confirm the accuracy of performance. using. The furnishing of this document does not give you any license to these patents. this statement may not apply to you. and distribute these sample programs in any form without payment to IBM for the purposes of developing. Any functionally equivalent product. program. INCLUDING. COPYRIGHT LICENSE: This information contains sample application programs in source language. EITHER EXPRESS OR IMPLIED. therefore. Some states do not allow disclaimer of express or implied warranties in certain transactions. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. or service that does not infringe any IBM intellectual property right may be used instead. IBM Corporation. These examples have not been thoroughly tested under all conditions. Any reference to an IBM product. companies. for the purposes of developing. the examples include the names of individuals. The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND.Notices This information was developed for products and services offered in the U. IBM. it is the user's responsibility to evaluate and verify the operation of any non-IBM product. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. their published announcements or other publicly available sources. NY 10504-1785 U. Information concerning non-IBM products was obtained from the suppliers of those products. MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products. program. modify. 2002 xvii . or distributing application programs conforming to IBM's application programming interfaces. brands. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. This information contains examples of data and reports used in daily business operations. Changes are periodically made to the information herein. and products. these changes will be incorporated in new editions of the publication. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. IBM may not offer the products.S. This information could include technical inaccuracies or typographical errors. However. You can send license inquiries. Consult your local IBM representative for information on the products and services currently available in your area.A. marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written. to: IBM Director of Licensing.S. therefore. or service. modify. program. You may copy. services. and distribute these sample programs in any form without payment to IBM. Any references in this information to non-IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites. or function of these programs. © Copyright IBM Corp. marketing. THE IMPLIED WARRANTIES OF NON-INFRINGEMENT.A. compatibility or any other claims related to non-IBM products. or service is not intended to state or imply that only that IBM product. or service may be used. in writing. which illustrates programming techniques on various operating platforms. using. North Castle Drive Armonk. or features discussed in this document in other countries. cannot guarantee or imply reliability. program. To illustrate them as completely as possible. IBM may have patents or pending patent applications covering subject matter described in this document.

in the United States. SET. and the SET Logo are trademarks owned by SET Secure Electronic Transaction LLC. other countries. or both. or both. Java and all Java-based trademarks and logos are trademarks or registered trademarks of Sun Microsystems. SET Secure Electronic Transaction. Microsoft. in the United States. other countries. other countries. Pentium and ProShare are trademarks of Intel Corporation in the United States. Windows NT. other countries. other countries. LANDesk. or both: Lotus® Notes® Word Pro® The following terms are trademarks of other companies: ActionMedia. UNIX is a registered trademark of The Open Group in the United States and other countries. and service names may be trademarks or service marks of others. Inc. Inc. or both: AIX® DB2® DB2 Universal Database™ IBM® Informix® Netfinity® NetView® Perform™ pSeries™ Redbooks™ Redbooks(logo)™ RETAIN® RS/6000® SP™ SP2® Tivoli® Tivoli Enterprise™ Tivoli Enterprise Console® TME® WebSphere® xSeries™ The following terms are trademarks of International Business Machines Corporation and Lotus Development Corporation in the United States.Trademarks The following terms are trademarks of the International Business Machines Corporation in the United States. and the Windows logo are trademarks of Microsoft Corporation in the United States. or both. xviii Introducing IBM Tivoli Service Level Advisor . Windows. MMX. other countries. Other company. C-bus is a trademark of Corollary. or both. product.

which complements some of the concepts explained in this book. including response time and availability metrics. Austin Center. Automate service level agreement validation and receive alerts for service level agreement violations. It can be used as a reference book upon the deployment of IBM Tivoli Service Level Advisor Version 1. The team that wrote this redbook This redbook was produced by a team of specialists from around the world working at the International Technical Support Organization. In a nutshell. This redbook is a valuable addition to existing product documentation and should be read in conjunction with the official product documentation. with focus on how to effectively deploy this product in a way that quickly generates real business value for customers. IBM Tivoli Service Level Advisor Version 1. configuration. and is targeted at the technical professional responsible for providing services in an IT organization. Identify and fix performance and availability problems before they occur.1 enables you to: Define services from a user perspective. enabling IT organizations to proactively manage and report on service levels from across the management infrastructure. General knowledge of the Tivoli Framework.1 guiding you during the planning. Business Intelligence and database implementation. Web-based reports to clients. It simplifies and automates the process of managing service level agreements. 2002 xix . installation. administration. general Tivoli applications.1 is a Service Level Management solution for providers of IT Services. The primary objective of this Redbook is to introduce the new IBM Tivoli offering for defining and managing service level agreements. © Copyright IBM Corp.Preface IBM Tivoli Service Level Advisor Version 1. as well as general product usage phases. executives. Provide flexible. and troubleshooting. and IT staff. and Web application servers is assumed.

He has worked at IBM for three years. He holds a degree in Psychology and Anthropology from the University of North Carolina at Chapel Hill. Her areas of expertise include the Tivoli range of core products. designing and implementing systems management solutions for IBM customers and Business Partners.Edson Manoel is a Software Engineer at IBM Corporation . and Tivoli Distributed Monitoring. She has experience in the Information Technology field. Frans Sadie is an Advisory IT Specialist at IBM Integrated Technology Services. He is a Cisco Certified Network Associate and is currently pursuing a Certification for Information System Security Professional (CISSP). xx Introducing IBM Tivoli Service Level Advisor . Filippo Giannelli is an IT Specialist at IBM Integrated Technology Services. His product experience includes the Tivoli Core products and the “Tivoli Manager for” product suite on the AIX and Windows platforms. and Windows. design. He has six years of experience in the Information Technology field. and the Web Services. His areas of expertise include the architecture and implementation of Tivoli Solutions in the Configuration and Operation area. He applies his extensive field experience as an IT Specialist to his work at the ITSO in the Systems Management area. Brazil. South Africa. Prior to joining the ITSO. Upon graduation. Edson worked in the IBM Software Group as a Tivoli Technology Ambassador and in IBM Brasil Professional Services Organization as a Certified IT Specialist. He was involved in numerous projects. AIX. in the Application Management area. Italy. and implementation of Tivoli systems management solutions. and Tivoli Inventory. Tivoli Inventory. North Carolina. J. until joining IBM Tivoli in 2000. Management area. She holds a Honours BSc degree in Computer Science from the Potchefstroom University.International Technical Support Organization. Austin Center. Edson holds a BSc degree in Applied Mathematics from Universidade de Sao Paulo. He holds a Masters degree in Electronic Engineering from Universita La Sapienza in Rome. he joined IBM in 1999 where he served as a Systems Administrator for the e-Business Web Content Hosting Group. He has three years of experience in the Information Technology field. He holds a Bachelors of Commerce degree in Industrial Psychology from the Rand Afrikaans University and a Honours Bachelors of Commerce Degree in Business Management from the University of South Africa. South Africa. Sarie Weber is an IT Specialist from Pretoria. as well as business process design and re-engineering. She joined IBM South Africa in 1997 and is currently working in IBM Integrated Technology Services. She is certified in Tivoli Framework. His areas of expertise include the architecture. Tivoli Distributed Monitoring.B. He is a Certified Tivoli Consultant in Tivoli Framework. Baker is a Software Engineer for the IBM Tivoli Software Group in Research Triangle Park.

Bryan Ellington. Julie Czubik IBM Tivoli Service Level Advisor Development. Eswara Kosaraju. EMEA Product Management Lewis Troke Become a published author Join us for a two. Business Partners and/or customers. Brian Jeffrey IBM Tivoli Early Support Programs Jon O Austin and Gary Forghetti IBM Tivoli Market Management Business Impact & Event Solutions Michael Tabron IBM Tivoli Worldwide Sales Enablement David Hobbs Technical Evangelism.html Comments welcome Your comments are important to us! Preface xxi .com/redbooks/residencies.to six-week residency program! Help write an IBM Redbook dealing with specific products or solutions. Kevin Kuhner. while getting hands-on experience with leading-edge technologies. Chris Blatchley. and apply online at: ibm. Steve Tremper. Ping Chang. Your efforts will help increase product acceptance and customer satisfaction. Chris Karstens. Find out more about the residency program. browse the residency index. You'll team with IBM technical professionals. and increase your productivity and marketability. Performance. and Quality Assurance teams Kathy Hebblethwaite. Austin Center Bart Jacob. As a bonus.Thanks to the following people for their contributions to this project: International Technical Support Organization. Morten Moeller. you'll develop a network of contacts in IBM development labs. Jayne Regan.

com/redbooks Send your comments in an Internet note to: redbook@us. Send us your comments about this or other Redbooks in one of the following ways: Use the online Contact us review redbook form found at: ibm.com Mail your comments to: IBM Corporation.We want our Redbooks to be as helpful as possible. JN9B Building 003 Internal Zip 2834 11400 Burnet Road Austin.ibm. International Technical Support Organization Dept. Texas 78758-3493 xxii Introducing IBM Tivoli Service Level Advisor .

and product usage. architecture. © Copyright IBM Corp. configuration. 2002 1 . planning. product administration.Part 1 Part 1 All about IBM Tivoli Service Level Advisor In this part we provide a great deal of information on all aspects of IBM Tivoli Service Level Advisor concepts. installation.

2 Introducing IBM Tivoli Service Level Advisor .

2002 3 . This chapter contains the following topics: IT Services Service Delivery Service Management Service Level Management Service Level Agreements © Copyright IBM Corp. and from those in the context of the IBM approach to Service Level Management with IBM Tivoli Service Level Advisor. as close as possible to those presented in the Information Technology Infrastructure Library (ITIL) published by the British government’s Central Computing and Telecommunications Agency (CCTA). Introduction The primary topics of the discussions in this chapter are the principles behind Service Level Management from an IT Service Delivery organization standpoint.1 Chapter 1.

Use of IT Services to gain a competitive advantage Businesses have recognized that electronic and online services can be a significant competitive weapon. consumer purchasing mechanisms. Desire to reduce costs Businesses are constantly seeking ways to reduce costs. Therefore IT teams need to be able to respond quickly in deploying services such as online procurement. To prevent this defection. there is the concept of a service level agreement. and maintaining an IT organization. not the other way around. cost conscious information technology (IT) organization is not an easy task. Today an increasing number of businesses are putting pressure on their IT departments to think of themselves as competitive corporate allies. accomplishing a high level of customer satisfaction requires the IT function of an organization to have a full understanding of and insight into the different aspects of its operation and performance in terms of efficiency and effectiveness. This has given rise to an increasing number of outsourcing service providers.1. which represents a contract of service delivery between IT and its customers. IT departments need management services that focus on and support business processes and service delivery rather than just simple monitoring of the IT resources. and economically meet its needs. each promising to deliver reliable service while off-loading the costly burdens of staffing. Enterprises that do not outsource are demanding more accountability from their IT organizations as well as demanding that IT aligns with business goals. Beating competition is almost always achieved through speed to market. and IT costs are not immune. As a result. Running a customer focused. such as disk space monitoring and server availability. 2. accurately. 4 Introducing IBM Tivoli Service Level Advisor . This originates primarily from three main reasons: 1.1 Overview In the context of delivering services in a complex IT environment. an IT organization must improve service delivery while spending less money. In both cases. Service Level Management can offer IT organizations the ability to deliver the level of service that will keep their businesses competitive. and supply-chain delivery in response to the aggressive goals of their companies. procuring. When the IT organization fails to ensure operational performance the business may turn to an outsourcer that may quickly.

Systems like this involve networks. as well as focus on the overall service delivery. Figure 1-1 on page 6 shows a customer receiving IT Services without realizing that there is an entire structure in place working together in order to fulfill the customer’s requirements. 3. and application management to succeed. as it provides the best practices for the management of an IT infrastructure.Given that there often are significant amount of money at risk (win if the IT department deploys successfully. As companies turn more and more to the network in order to market. and lose if the services become unavailable or inaccessible) there must be a flexible but very robust set of management tools and services deployed as part of the IT infrastructure. sell. Before jumping into the details of Service Level Management. This service can be made up of IT and non-IT facilities and fulfills one or more needs of the customer. “Service Management according to the ITIL” on page 365. coherent whole. the following definition of IT Service will be used in this redbook: A set of related functions provided by IT systems that supports one or more business areas and facilitates the achievement of corporate objectives and business goals in a timely and cost-effective manner. and Service Management. and deliver their products and services. they must now focus on quick delivery from IT. hardware. servers. Appendix B. Examples are software. Service Level Management can also provide the tool that enables IT to match the service delivered to the real business need. IT organizations are being forced to improve alignment with their internal customers and developing a competitive mind set using the concept of Service Level Management. Increased pace of change Competition continues to quicken the pace of change. we will take a look at the concepts of IT Services. We will stay as close as possible to the definitions provided by the ITIL. Introduction 5 . Service Delivery. Such services should be perceived by the customers as being a self-contained. and communication facilities. These requirements force IT organizations to continuously improve productivity and reduce costs while maintaining and delivering a consistent high level of service. Chapter 1. 1.2 IT Services For the purpose of the current discussion. provides a great deal of information on service management in terms of the ITIL.

skills. so instead of realizing all of the above within the IT department. The word service suggests that the users of the service are customers. a customer is a party that enters into an agreement with the service provider on the level the service will be delivered. and documentation required to support the service. the service provider is required to provide all the equipment. and correct. more and more companies choose to acquire one or more sub-services from external providers. In the context of IBM Tivoli Service Level Advisor. efficient. In this case the IT department is still the service provider to the users. This lets us know that a service can rely on other services and still be perceived by the end receiver of the service as a hole entity. but the IT department itself may be also be the receiver the true provider of the service. This may be very costly and resource-consuming to overcome. Who pays for the service? Another question raised by the definition is that of accountability. and ensure that the service is reliable. procedures. 6 Introducing IBM Tivoli Service Level Advisor .Monitoring Troubleshooting Implementing IT Services Planning Customer Figure 1-1 IT Service perceived by the end user and in reality There are a couple of questions that come from the above definition: Who does provide the service? In order to provide a service in a timely and cost-effective manner. and this in turn suggests that the service provider is paid to provide the service.

monitoring. However. Customers can be internal (members of a department within the enterprise) or external (a member. See Figure 1-2. The main motivation to perform all these tasks is that customers’ expectations must be met. and operational procedures are in place lies within the Service Delivery area. Service Delivery an an P Pl lv sso Di e STO P t t or po ep Re Figure 1-2 Service Delivery life cycle an an P Pl y plo De Plan Service Support Chapter 1. and reporting.3 Service Delivery Delivering an IT Service requires careful planning of deploying.Customers can be given access to the results of those agreements. department. Introduction 7 . 1. Refer to “Service Delivery disciplines” on page 371 for additional details. or company) associated with a service provider. The IT Service Delivery life cycle does not vary from that of other services. supporting. The actual execution of the tasks is taken care of by processes in the Service Support area. This also supports the decision-making while planning the service delivery. the responsibility of ensuring that the required infrastructure. capacity.

These incidents are handled by the Help Desk and passed on to Problem Management for problem diagnosis and resolution. The end users play an important role by reporting irregularities and disturbances to the Service Delivery. Pro-active monitoring of the components is not the only way of identifying problems that might put the service delivery in jeopardy. In addition to problems reported by end users. Most of these automatically generated incidents can be associated with well-known solutions—tasks recovering or circumventing the problematic situation. Other incidents may require manual intervention or authorization before the well-known solutions can be applied. the last group of incidents has no known solutions associated with them. Finally. Change Management for authorization. 8 Introducing IBM Tivoli Service Level Advisor . the Help Desk may also receive incidents generated by the tools monitoring the components that make up a service. corrections have to be applied in order to meet the targets.Once the various components have been deployed they must be monitored to verify that the targets are met. Some of these well-known solutions may be invoked automatically—either directly by the monitoring tools generating the incident. If this is not the case. or by the tools used by the Help Desk. the Problem Management processes will be used to provide one. and (if possible) answer calls from end users. A Help Desk must be established to receive. register. which are often known as incidents. and finally to the group responsible for deploying the change for implementation. and of course it must be verified that the corrections have no impacts other than those anticipated. If no solution to the problem is available.

1.problem Help Desk incident solution Change request change Delivery report Problem Management Approved Change request Software Delivery & Control Change Management Figure 1-3 Service Delivery in context It is evident that in order to keep a consistently high level of any service. The capabilities of the monitoring tools may—or may not—support management and operation of the service from. a central command center. In order to monitor the components of a service.4 Ensuring service quality Providing a service requires a dedicated and focused infrastructure consisting of hardware. These monitors are typically implemented as part of the service components themselves or as integral part of component-specific tools used to manage the components. and executed thoroughly. documentation. The service provider must have procedures in place to help assess the impact of a change to any component in the service hierarchy. planned. self-contained service. Chapter 1. general and/or service-specific monitoring tools have to be deployed either as an integral part of the service deployment or as independent. procedures to apply the changes securely and to verify that the change actually had the desired impact are needed. Also. changes that effect the provider’s ability to deliver the service must be authorized. communication equipment and facilities. and skills required to support the provision of the IT Service. and reporting to. partly because of the need to allow the support staff to fulfill their mission. and partly to enable centralized diagnosis and reporting of all the components of a service. Introduction 9 . however. is a necessity when delivering services. software. This functionality.

event forwarding and escalation. and status reporting from the service components. documentation. software. we define Service Management as: The management of an IT infrastructure of hardware. Tools Client Service Client Service Client Service I Figure 1-4 Point-solution based management infrastructure It goes without saying that the general management service of choice must be so versatile that the majority of—if not all—services delivered are supported. and skills used to provide the required service at the required level of quality. These functions must include monitoring. Server Service Server Service Server Service I Server System Mgmt.operating systems. Subsystem Client I System Mgmt. Subsystem Client System Mgmt. subsystems.In other words. measurement data gathering. an extra layer of service has to be established in order to provide functions and facilities that enable managing of the service from a central command center. and applications alike. communications equipment and facilities. This service layer is called the management services layer. Tools monitoring events reporting service III service II service I service III operation configuration service II service I Client System Mgmt. In this way the basic management can be extended to fit the specific needs of a given mix of services . The management service will have to have a modular structure to enable deployment of special functions for specific services. and allow for operation and configuration of the components from the central command center. while reusing the basic functions provided by the management service. Subsystem Server System Mgmt. 10 Introducing IBM Tivoli Service Level Advisor . Based on this. Subsystem Service I System Mgmt. networking.

Therefore. Chapter 1. Introduction 11 . Achievement of agreed service targets is reached. and managing the levels of IT Service that are required and cost-justified. Examples of such definitions are as follows: IT Services are catalogued.5 Service Level Management Service Level Management is the process of negotiating. the deliverable should be specified in quantifiable terms. when defining the objectives for the Service Level Management processes. as well as managing third-party contractors.According to this definition. IT Services are quantified in terms that both customer and IT provider understand. defining. Internal and external targets of IT Services are defined and agreed upon. The Service Management goal is important because it emphasizes the quantification of services. service provider. IT Service Management IT Service Provision Customer Hardware Service Provider Third-Party management IT infrastructure management Skills Software Documentation Figure 1-5 Customer. and service management 1. service management relies upon the internal IT infrastructure management and the technical environment.

Negotiate/Define implementation Review Manage Figure 1-6 Service Level Management iterative process A key to the success of Service Level Management is correctly quantifying the services being provided. proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost. and the IT Services organization and its internal departments. Service Level Management is responsible for understanding and documenting the customer requirements and translating them into a set of understandable measures.The quantification of objectives applies to all three parts of the scope of the Service Level Management process and involves the management of IT Services between the customer organization and the IT Services organization. the IT Services organization and its external suppliers. there is no way of knowing whether targets have been met or not. Unless there is an agreed-upon method of how services are to be measured. 12 Introducing IBM Tivoli Service Level Advisor . According to this we can define Service Level Management (SLM) as follows: The iterative. disciplined.

without this SLA in place. From an IT organization standpoint. enterprise-wide service by varying the type. Chapter 1. and other measurable objectives. Introduction 13 . There are various types of Service Level Agreements. establishing Service Level Agreements is a must. External SLAs These are agreements that a company may establish when purchasing services from an external provider. In order to accomplish Service Level Management and really manage the quality of service provided by an internal IT organization or by an external service provider. which sets expectations for the level of service with respect to availability. Limitations Define what must happen in order for the requested service levels to be provided. These kinds of SLAs are sometimes used by the company as an important selling point to external customers. cost. For example. For the context of this redbook. ensuring the high quality of the company products. company A may hire an Internet services provider (ISP) to host its Web site requiring 100 percent availability. and an in-house user or department. such as an IT department. The concept and application of Service Level Management allows IT organizations to provide a business-oriented. Scope Defines the services covered in the agreement. and level of service for the individual LOB. including the following: Term Defines the period of time the SLA will cover. we define Service Level Agreement (SLA) as follows: An agreement or contract between a service provider and a customer of that service. performance. the most common are: Internal or in-house SLAs These are agreements negotiated between the service provider. There are a number of components that make up an SLA. company A may not have many options to force the ISP to address the problem or to terminate their contract without penalties. It also allows them to determine in advance what steps will be taken if these conditions are not met. If company A gets less than acceptable service from its ISP.Service Level Management is a means for the lines of business (LOB) and IT organization to explicitly set their mutual expectations for the content and extent of IT Services.

Non-performance Defines what happens if the service provider does not meet the objectives. The customer must understand what is reasonable to expect from the IT Service provider given limitations in hardware. 14 Introducing IBM Tivoli Service Level Advisor . and so on. Once established. customers can clearly see their expectations are being met and confidence increases. This is a specification of a metric that is associated with a guaranteed level of service. Communication between an IT service provider and a customer is an essential part of Service Level Management. Service Level Agreements help with the following: Allows for the IT organization to better understand customer service requirements Controls customer expectations for levels of service to be delivered Allows for a clear understanding of priorities when handling service problems 1.6 Why bother with Service Level Management There are six compelling reasons to establish a Service Level Management discipline in your company or with your service provider: Satisfying clients The IT Service provider must understand what the customer perceives as good service.Service level objectives Define the level of services that both the customer and the service provider agree on. There must be an agreement of what constitutes acceptable service against which service levels can be measured. Reporting is the most important way this can be accomplished and is a key component of Service Level Management. Exclusions Specifies what is not covered in the SLA. Service level indicators Define the means by which the service level objectives can be measured. network performance. Reviews Establish scheduled reviews between the customer and the service provider. When IT service providers meet expectations. staff.

Managing expectations Often. it can disperse arguments for outsourcing. In the case of an internal IT organization. With precise SLA and effective reporting. Both parties may later renegotiate the agreement as needed. Establishing a defensive strategy IT service providers can demonstrate in measurable terms that they are worth the customers investments. Marketing internal IT Services In the old days. customers who were satisfied with service yesterday want better service today. and even better tomorrow. To manage such a situation. With a Service Level Management process in place. This helps with the decision-making process and justification as to whether investments are necessary to upgrade service levels. Introduction 15 . Regulating resources When both the IT service provider and customer monitor service levels closely. and which areas still perform at satisfactory levels. This situation was always seen as a roadblock to achieving business goals. they can become aware of developing problems in overcapacity or lack of resources and can be proactive by taking corrective actions. Chapter 1. customers’ perceptions of a good service can be eased and most likely customers will be less likely to purchase IT Services from a different IT service provider. the only contact between the IT service provider and customers happened when something went wrong. an IT service provider can document the fact that it is providing good services supporting the business. Some savvy ones may just want to maintain service levels knowing that more users are receiving IT Services. an IT service provider and customer must negotiate a SLA. IT service providers can clarify which areas if of its services need improvement and requires investment. Controlling costs With a Service Level Management process in place.

16 Introducing IBM Tivoli Service Level Advisor .

2002 17 .2 Chapter 2. Give a brief introduction to the Tivoli Enterprise Data Warehouse (TEDW) and explain how it is leveraged by ITSLA. Explain which Tivoli applications are providing data to be used by ITSLA. Our approach to introducing IBM Tivoli Service Level Advisor Version 1.1 is a Service Level Management solution for providers of IT Services. IBM Tivoli Service Level Advisor general overview IBM Tivoli Service Level Advisor (ITSLA) Version 1. and definitions used by the product. as well as how third-party applications can participate in the Service Level Management. It simplifies and automates the process of managing service level agreements. enabling IT organizations to proactively manage and report on service levels from across the management infrastructure. Detail the end-to-end SLA Management process of ITSLA.1 in this chapter is to: Give an overview of ITSLA. Explain the ITSLA product core components as well as all the additional components that are required by ITSLA Explain the main concepts. terms. Explore the functionality of ITSLA. © Copyright IBM Corp.

providing extra flexibility on Service Level Management reporting. ITSLA also allows you to make use of third-party reporting tools. Provides a line of business for an enterprise with service delivery information based on the Service Level Management definition.2. Aids in maintaining a baseline for IT Service capabilities. Helps you to understand the business characteristics and needs of the clients and the service components required to fulfill those needs. Automates service level agreement validation and receives alerts for service level agreement violations. it is common for enterprises to have various distributed 18 Introducing IBM Tivoli Service Level Advisor . Sends alerts for violations or trends toward violations so that notification of problems or potential problems can be integrated into an automated help desk or Change Management process. Analyzes trends and tendencies so that potential problems can be identified and corrected before they occur. Currently. which saves on manpower required to gather and report statistics. IBM Tivoli Service Level Advisor allows you to leverage your existing investment in performance and availability monitoring applications and reduce your cost of Service Level Management while you align your IT management with business needs. IBM Tivoli Service Level Advisor Version 1. Facilitates the development of a customer-service oriented culture within the IT service organization. It is intended to improve client satisfaction by facilitating the management of client expectations and ensuring IT service delivery.1 Overview of IBM Tivoli Service Level Advisor Service Level Management is one of the many processes involved in the delivery of IT Services. with drill-down capability. The following are the main characteristics of IBM Tivoli Service Level Advisor: Simplifies and automates the Service Level Management by providing a way to define and record service level agreements based on the definitions of service level objectives. Makes use of existing Tivoli applications deployed and can be extended to use non-Tivoli applications to provide an end-to-end enterprise picture of service level agreement compliance. Automatically prepares a variety of Web-based reports on violations and trends.1 is a Service Level Management solution that enables providers of IT Services in an enterprise to manage service level agreements.

enabling support personnel to take preventive action and maintain agreed-upon levels of performance and availability across your enterprise. Send notifications when violations or trends are detected.2 IBM Tivoli Service Level Advisor components IBM Tivoli Service Level Advisor can be categorized in three core functional units: ITSLA Task Drivers ITSLA Server ITSLA Reports Server There are also several other logical components that are used to complete the IBM Tivoli Service Level Advisor solution. and Load data (ETL) programs Source Application ETL programs Chapter 2. also known as Data Warehouse Center or Control Server IBM Console Server ITSLA Extract.performance and availability monitoring applications deployed that collect measurement data and provide some type of threshold management. 2. evaluation. IBM Tivoli Service Level Advisor uses the data provided by those applications and enables you to: Define offerings that can be offered with differentiated service levels based on a set of service level objectives. Set up a schedule for the collection. and analysis of the data at customized intervals. IBM Tivoli Service Level Advisor general overview 19 . central event management with correlation and escalation. Create customer profiles and associate them with specific service level agreements. Transform. and other basic monitoring functions. hosting both the ITSLA Database and the ITSLA Measurement Data Mart databases Tivoli Enterprise Data Warehouse (TEDW) Server Tivoli Enterprise Data Warehouse Control Center. They are: ITSLA Database Server. Provide regular Web-based reports of evaluation results that might indicate a need for corrective action or to verify that levels of service are being maintained. Analyze the data to detect violations of service level agreements or trends toward future violations.

Define schedules states once a level of service is defined.2. Section 2. 20 Introducing IBM Tivoli Service Level Advisor . Schedule evaluation and trend analysis of measurement data.Figure 2-1 shows the relationship between the core and the logical components of IBM Tivoli Service Level Advisor. as well as the frequency of their execution. Schedule states can be specified as peak. can be used as an additional source of reference. off-hours.1 ITSLA Task Drivers The ITSLA Task Drivers component of IBM Tivoli Service Level Advisor is used to perform the following administrative tasks: Define service level offerings as well as specify breach values for associated metrics. Source Application Databases ITSLA Server Source ETLs ITSLA ETL ITSLA Database ITSLA Reports Server TEDW Control Center TEDW Server TEDW Central Warehouse ITSLA ETL ITSLA Measurement Data Mart ITSLA Database Server ITSLA Task Drivers and IBM Console Figure 2-1 ITSLA core and logical components relationship The following sections are dedicated to explaining each of the IBM Tivoli Service Level Advisor components. “Important ITSLA concepts and terminology” on page 26. standard. Define orders and manage those that are active. 2. and so on. Certain terms and concepts used throughout the following sections will also de defined in the context of IBM Tivoli Service Level Advisor. prime. as well as the official product documentation.3.

refer to Chapter 5. provides a great deal of information regarding ITSLA reports.The ITSLA Task Drivers component leverages the IBM Console for all its tasks and must be installed on the same machine where the IBM Console Server components are installed. the ITSLA Task Drivers utilize the IBM Java-based Console.2. except for the viewing of message logs and tracing enablement. which accesses data stored in the ITSLA Database to provide service level reports. “Administering IBM Tivoli Service Level Advisor” on page 133.6. 2. IBM Tivoli Service Level Advisor general overview 21 . For these tasks.2 ITSLA Server The ITSLA Server component provides the core functions required for Service Level Management practices. The Web-based version of the IBM Console is used primarily for all administrative tasks.2. For additional information on the IBM Console Server see 2. For additional information on viewing message logs and enabling the tracing function using the Java-based console. providing the user with access to SLA results and summary reports in the form of tables and graphs.7. Section 2. 2. provides details on how data is handled by the ITSLA Server. These functions include processing the service level agreement orders. “The SLA Management process of ITSLA” on page 40. a predetermined Web portal page will be assigned after a successful login. Depending on the access rights of a user. evaluation and trend analysis. “IBM Console Server” on page 25. Chapter 6. There are two versions of the IBM Console: The Java Console and the Web Console. Chapter 2.3 ITSLA Reports Server The ITSLA Reports Server component is composed of Java-based servlets running on the IBM WebSphere Application Server.2. “Service level Reports with ITSLA” on page 217. with the results being stored in the ITSLA Database. The ITSLA Server can also be used to send notifications of service level agreement violations or trends toward a service level agreement violation. Measurement data that is stored in the ITSLA Measurement Data Mart database is accessed by the ITSLA Server in order to perform trend analysis. and storing the analysis results.

“IBM Tivoli Service Level Advisor Target ETLs” on page 37.5.2. Each component uses the ITSLA Database in the following way: ITSLA Task Drivers for creating and storing offerings and orders ITSLA Server for storing data evaluation and trend analysis results ITSLA Reports for viewing the results of data evaluation and trend analysis Data is inserted in the ITSLA Database via the Target ITSLA ETL Registration. measurement types. refer to 2. For more information regarding the Registration Target ETL. 22 Introducing IBM Tivoli Service Level Advisor .2. and attributes The actual offerings and orders that make up the defined service level agreements Evaluation and trend analysis data for report creation Figure 2-2 on page 23 depicts how each of the ITSLA components utilizes the ITSLA Database. such as resources. “Planning for IBM Tivoli Service Level Advisor” on page 61. For more information when planning the ITSLA Database environment refer to 3.4 ITSLA Database Server The ITSLA Database Server component consists of an IBM DB2 Universal Database Enterprise Edition Server hosting both the ITSLA Database and the ITSLA Measurement Data Mart databases. component names.3. It is not a requirement to have both databases installed on the same machine or even located in the same DB2 instance. which is run through the Tivoli Enterprise Data Warehouse Control Center. ITSLA Database Data that is stored in the ITSLA Database can be organized into the following three categories: Information needed to create offerings and orders.

and possibly detailed data captured from transaction processing systems or from a central enterprise database. In the context of IBM Tivoli Service Level Advisor.ITSLA Server Evaluation data Trend analysis offering and orders ITSLA Task Drivers ITSLA Database ITSLA Database Server Registration ETL Reporting data TEDW Control Center ITSLA Reports Server Figure 2-2 ITSLA Database component access ITSLA Measurement Data Mart Generally speaking. Figure 2-3 on page 24 shows which IBM Tivoli Service Level Advisor components use the ITSLA Measurement Data Mart database. or set of users. Chapter 2. the ITSLA Measurement Data Mart is the persistent data storage for the summarized performance and availability monitoring application data that is obtained from the Tivoli Enterprise Data Warehouse database. IBM Tivoli Service Level Advisor general overview 23 . summarized. a data mart contains a subset of corporate data that is of value to a specific business unit. department. This subset consists of historical.

the ITSLA Server evaluates the data for violations or trends toward violations and stores the results in the ITSLA Database. 24 Introducing IBM Tivoli Service Level Advisor .ITSLA Database Server Process ETL TEDW Control Center ITSLA Measurement Data Mart ITSLA Database ITSLA Server Figure 2-3 ITSLA Measurement Data Mart access There are two types of data that are pulled from the Tivoli Enterprise Data Warehouse database and stored in the ITSLA Measurement Data Mart database: Measurement data that applies to the enabled data types specified in the ITSLA Database Resources that are of interest to currently active service level agreements Once this data has been inserted in the ITSLA Measurement Data Mart database. which is run through the Tivoli Enterprise Data Warehouse Control Center. Data is inserted in the ITSLA Measurement Data Mart database via the Target ITSLA ETL Process ETL. “IBM Tivoli Service Level Advisor Target ETLs” on page 37.5. refer to 2. For more information regarding the Process Target ETL.

Transform. The data that is inserted in a data warehouse is logically and physically transformed from multiple source applications. transform the data to fit a generic schema.2. device-independent.2. As explained in 2. such as managing users and creating orders The IBM Java Console for message log viewing and enabling tracing 2. and Load.1. Chapter 2.2.2. “ITSLA Task Drivers” on page 20. you can also manage all databases located in your ITSLA environment. These databases are populated with operational data from Tivoli and/or other third-party applications for historical analyses and evaluated by IBM Tivoli Service Level Advisor. enabling the user to perform numerous ITSLA administrative tasks through an easy to use graphical user interface. 2.6 Tivoli Enterprise Data Warehouse Control Center The Tivoli Enterprise Data Warehouse Control Center is the IBM DB2 Universal Database Enterprise Edition server containing the TEDW control database (TWH_MD) that manages the Tivoli Enterprise Data Warehouse environment. These are processes that extract data from a source database. and platform-independent presentation layer for most of the Tivoli products. 2. Each of the two IBM Console types is used for different tasks: The IBM Web Console for performing administrative tasks in the ITSLA environment. updated and maintained for a long time period.8 ITSLA ETL programs ETL is an acronym for Extract.7 IBM Console Server The IBM Console is a distributed.2. From the Tivoli Enterprise Data Warehouse Control Center. The IBM Web Console can be accessed by any machine in the company intranet by connecting to the IBM Console Server machine using a supported Web browser. The Tivoli Enterprise Data Warehouse (TEDW) server is an IBM DB2 Universal Database Enterprise Edition server that contains the TEDW Central Data Warehouse databases. and load the data into a target database. the IBM Console has two versions: The Java-based version and the Web-based version. The IBM Java Console can only be run from the machine where Tivoli Presentation Services is installed. and summarized for quick analysis. IBM Tivoli Service Level Advisor general overview 25 .2.5 Tivoli Enterprise Data Warehouse Server A data warehouse is a structured extensible database environment designed for the analysis of consistent data.

– Process ETL The Process ETL extracts all performance and availability data from the TEDW Central Data Warehouse database and loads it into the ITSLA Measurement Data Mart database for evaluation. these are the ETL processes that extract the raw data from the source application databases and load it into the TEDW Central Data Warehouse database. Target ETL Also referred to as Data Mart ETL. In IBM Tivoli Service Level Advisor there are two Target ETLs.3 Important ITSLA concepts and terminology This section provides you with an important list of terms and definitions. measured as a percentage of up-time versus total time. This is a glossary that will be used throughout this redbook. The list of the ITSLA-enabled Tivoli applications can be found in 2. and vice-versa. these are programs that extract data from the TEDW Central Data Warehouse Database for further processing. The Tivoli Source ETLs are shipped on a separate CD with the IBM Tivoli Service Level Advisor installation media. as follows: – Registration ETL The Registration ETL extracts information about the types of measurement data available and loads it into the ITSLA Database. The ITSLA Target ETLs are shipped on a separate CD with the IBM Tivoli Service Level Advisor installation media. (Note that a service may be unavailable even though the components used to provide the service are all available. “Applications providing measurement data” on page 46. Availability Measurement of how often a service is accessible to a defined customer set. There is a specific Source ETL for each IBM Tivoli Service Level Advisor enabled application.) 26 Introducing IBM Tivoli Service Level Advisor . in the IBM Tivoli Service Level Advisor context.7. 2.There are two types of ETLs necessary to make data from source databases ITSLA-enabled: Source ETL Sometimes referred as Warehouse Enablement Packs. Scheduled outages (no-service periods) are not counted against the availability measurement.

routers. off-hours. IBM Tivoli Service Level Advisor general overview 27 . The Tivoli Enterprise Data Warehouse includes many types of monitoring data. Component The basic unit of service used to create a service offering.) that have common metrics. Chapter 2. Component type In the IBM Tivoli Service Level Advisor environment. The component type specifies the kind of enterprise resource that is evaluated by the service level objective.Breach value This is the value at which a service level objective is considered as not being met. Customers can be given access to the results of service level agreement evaluation and trend analyses to validate their service level agreements. A service level agreement is violated if a breach value for one or more of its service level objectives is exceeded. or company) associated with a service provider. a grouping mechanism to group similar types of system resources (firewalls. Business schedule or Schedule A timeline of the operations of a business. Customers can be internal (members of a department within the enterprise) or external (a member. Customers are associated with available service level agreement orders. Change An action to modify the properties of a customer order. In IBM Tivoli Service Level Advisor. department. with the timeline segmented into different operational states. Customer A party that enters into a service level agreement with the provider of a particular service. you can selectively filter for those component types of interest. and no-service (scheduled downtime for maintenance). a component can be a specific Web site or a particular application running on a Web application server. A component is an entity about which measurements are collected for reporting purposes. Configure service level objective The process of customizing a customer order by selecting the resources to include in the service level agreement according to the type of measurements specified in the service level objective definition. Valid states include peak. For example. servers. Each component type in the data model has a set of metrics and attributes that apply to all components of that type. etc.

or no-service hours. Metrics evaluate performance. Typically used when one or more service level agreements internal to a service provider organization are monitored for the purpose of guaranteeing an external customer's service level agreement.Customer order This is the action of setting up a service level agreement by associating customers with service offerings. Data collection The process of obtaining performance and availability metric data from source applications for storage and later evaluation. availability. End time In IBM Tivoli Service Level Advisor. the end time of a defined period in the schedule that is associated with a particular state of peak. Evaluation The examination of performance and availability data from one or more monitoring applications to determine if a violation or a trend toward violation of a service level agreement has occurred. CPU and disk utilization. Frequency In IBM Tivoli Service Level Advisor this can have one of the following meanings: – In business schedules How often the associated period is active – In metric evaluation How often the evaluation is to be performed Measurement and Metric A standard of measurement or a measurable quantity. For example. Dependency The relationship between service level agreements in which the validation of one service level agreement is dependent upon the validation of another service level agreement. 28 Introducing IBM Tivoli Service Level Advisor . response time. or utilization of resources. associated with guaranteed service levels to create service level objectives. standard.

" "Silver. “Applications providing measurement data” on page 46. A measurement source can provide measurement for one or more components. No-service The state of a period in a business schedule in which service level agreements are not evaluated. The following are examples of measurement sources: – – – – – IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Monitoring for Transaction Performance (TWSM) IBM Tivoli Business Systems Manager IBM Tivoli Enterprise Console IBM Tivoli Monitoring For additional information on how the above applications are providing SLA data. At the time of an offering creation. Performance and availability measurements are collected by the source application and written to a central data warehouse for later processing. Offering In IBM Tivoli Service Level Advisor. Offerings are associated with business schedules and form the building blocks for customer orders and service level agreements.Measurement source The source application from where a measurement originates." and "Bronze" levels of service). refer to 2. this describes a service with guaranteed service levels.7. Chapter 2. Offering component This supplies the metrics for offerings and customer orders. Offerings can be differentiated to provide service level choices to customers (like "Gold. An offering must be in the published state to be included in a service level agreement order. IBM Tivoli Service Level Advisor general overview 29 . This time is typically used for “down time" or maintenance hours that do not count against the service level objectives established in service level agreements. one or more offering components are selected. IBM Tivoli Service Level Advisor checks to determine the number of measurement sources for a component.

and the specific elements that make up the SLA. Typically defines a more severe level of service than that specified for standard hours. the process by which an SLA is entered into the Tivoli Service Level Management solution. such as critical.000. standard. prime. and no-service.Offering state In IBM Tivoli Service Level Advisor. For example. Period A component of a business schedule that divides the timeline into named intervals. depending on how critical that particular period is for the business. customer Accounting signs up for the Gold offering for the www. low impact. you may define different service level objectives (thresholds) for each period. a service offering. the state of a service offering. The general meaning of those intervals is defined by the customer during service level agreement negotiations. Valid values include: – Draft The offering is being created. Order In IBM Tivoli Service Level Advisor. – Published The offering has been defined and is made available for inclusion in customer orders. off-hours. Published offering This is an offering that is complete and is made available to customers to be included in a service level agreement. – Withdrawn A previously published offering that has been removed from the list of available offerings and can no longer be included in customer orders. Peak The state of a period in a business schedule that defines hours in which levels of service are the most critical to the customer during peak business hours. Includes customer information. peak. 30 Introducing IBM Tivoli Service Level Advisor . For example.com/accounting Web site. Order ID The assigned identification number that distinguishes one customer order from another. It is not yet published and available to be included in a customer order.

or data entity that is managed by Tivoli management software. Resource A hardware. as follows: – Results reports show monitoring information for the peak or standard states of a specified metric in an order. IBM Tivoli Service Level Advisor general overview 31 . by company. Service element A component that provides a piece of an overall service. Service elements are the building blocks used to construct service offerings and customer orders. the entity is monitored by performance and availability monitoring applications. tendencies to violate service level agreements. IBM Tivoli Service Level Advisor provides three types of reports. Reports Reports summarize the evaluated measurement data for a service level agreement. – Violations reports display the service level agreement violations during a specified period of time. Customers can be assigned to one or more realms. to control access to that information. or by some other logical grouping. In IBM Tivoli Service Level Advisor. enabling failed orders to be restarted or deleted. Service Any task performed by one person or group for another person or group. Customers might be grouped by region. a grouping of customers that is used to organize customer information and. – Trends reports display trends towards the violation of breach values. in some cases. Refer also to the definition provided in 1. “Service level Reports with ITSLA” on page 217 for detailed information on IBM Tivoli Service Level Advisor reports. Refer to Chapter 6. software. that is.Realm In IBM Tivoli Service Level Advisor. “IT Services” on page 5. by a division within a company. Rollback Refers to the capability of IBM Tivoli Service Level Advisor to return to the last valid state if there is a failure during customer order deployment or cancellation. Chapter 2.2.

The service level objective is part of an offering and is associated with a business schedule so that different breach values can be set for each schedule period. and other measurable objectives. proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost. standard. performance. Effective Service Level Management requires the IT organization to thoroughly understand each service it provides. Choices include peak. which sets expectations for the level of service with respect to availability. Service level objective (SLO) This is a specification of a metric that is associated with a guaranteed level of service that is defined in a service level agreement. and no-service periods. Service provider A person or organization that provides a service to a customer based on a service level agreement. including specified peak. standard. and improving the quality of service provided by the IT organization to the business. For additional information refer to 1. an agreement or contract between a service provider and a customer of that service. including the relative priority and business importance of each. Service Level Management (SLM) The disciplined. with particular metrics to be evaluated. Service Level Management is the continuous process of measuring. off-hours. and no-service. critical. reporting. a defined level of service that associates a business schedule. Service offering In IBM Tivoli Service Level Advisor. 32 Introducing IBM Tivoli Service Level Advisor .Service level agreement (SLA) In IBM Tivoli Service Level Advisor. prime. “Ensuring service quality” on page 9.4.

Trend Trend is a series of related measurements that indicates a defined direction or a predictable future result. – Trend A trend toward a future violation of an SLA has been detected.SLA state The state of an active service level agreement. Standard The state of a period in a business schedule that defines hours in which levels of service are not as critical as they are during peak business hours. customer. An SLA state can assume one of the following values: – Violation One or more breach values have been exceeded. IBM Tivoli Service Level Advisor general overview 33 . Chapter 2. Start time In IBM Tivoli Service Level Advisor. this is the start time of a defined period in the schedule that is associated with a particular state of peak. or realm. standard. start time may have one of the following meanings: – In defining business schedules. indicating that the agreed-upon level of service is not being met. so that corrective action can be taken to prevent a violation of a service level agreement. – None The SLA has not yet been fully processed. View The display of the details of a business schedule. this is the time that the evaluation will be initiated. or no-service hours. offering. This is an initial state. – In defining the schedule for metric evaluation. Trend analysis The examination of related measurements to determine whether a breach level for a level of service is being approached. – Steady All levels of service are currently being met and there is no detected trend toward a violation of the SLA. period.

and further processed for historical analysis and evaluation. but are no longer active. 34 Introducing IBM Tivoli Service Level Advisor . Web report Service level agreement results made available through a series of Java servlets. 2.4 A glimpse into Tivoli Enterprise Data Warehouse As explained in 2. “Tivoli Enterprise Data Warehouse Server” on page 25. the Tivoli Enterprise Data Warehouse is an application used to collect and manage data from various Tivoli and non-Tivoli system management applications. Withdrawn offering An offering that had been published.5. Service level agreement violations can be used to trigger a remediation policy for affected customers. Displayed on a user's Web browser showing the results of evaluation and trend analysis of service level agreement data to validate a service level agreement or to assist in identifying problem areas and taking corrective action. report data can be restricted by customer or realm. It is important to note that withdrawn orders are not deleted. The IBM Tivoli Service Level Advisor Version 1. stored in the TEDW Central Warehouse Database. Using Web server authentication.Violation The state of a service level agreement when one or more service level objectives are not met.1 is the first product to fully leverage and utilize Tivoli Enterprise Data Warehouse. It is IBM Tivoli’s strategy to have most of its products providing ETLs so that the TEDW Central Data Warehouse database can be populated with meaningful systems management data. The data is imported into the TEDW databases through ETLs from the source application databases. Each report servlet can be integrated independently into the service provider's existing Web content.2. Withdrawn order An order that has been removed from the list of active orders that is being managed to guarantee levels of service. but which has since been withdrawn and is not available to customers for inclusion in a service level agreement.

IBM Tivoli Service Level Advisor general overview 35 . TEDW also provides transparent access for third-party BI solutions (CWM standard). The data is also cleaned and consolidated in order to allow the data model of the central repository to share common dimensions. This allows the customers to construct an end-to-end view of their enterprise and view the components independent of specific applications used to monitor and control resources.Customers can benefit from using Tivoli Enterprise Data Warehouse in various ways. applications/software. By providing database level authorization to access those data marts. proven interfaces for extracting. but the open architecture provided by the TEDW allows other BI front ends to be used to access the data in the central warehouse. TEDW performs data aggregation (such as daily. It allows reports to be written. Microsoft OLAP Server. Chapter 2. TEDW can also be used to derive added value by correlating data from many Tivoli applications. TEDW provides robust security mechanism. an industry standard specification for metadata interchange defined by the Object Management Group (see http://www. and IP address are the same dimensions across all the applications. BusinessObjects. called the Reporting Interface. CWM stands for Common Warehouse Metadata. weekly) and allows the user to restrict the amount of data stored in the central data repository. desktops/servers. storing. TEDW adds value to raw data. TEDW can extract data from any application (Tivoli and non-Tivoli) and store it in a common central database. Customers can use the reporting application of their choice. host name.omg. TEDW uses open. TEDW ensures that time. TEDW allows the correlation of information from many Tivoli applications. such as IBM DB2 OLAP. TEDW provides a Web-based reporting front end. and the problems and activities that have gone on to manage the infrastructure. Crystal Decisions. TEDW provides a robust security mechanism by allowing data marts to be built with data from subsets of managed resources. such as: TEDW collects historical data from many applications into one central place. The value here is flexibility. Cognos. which correlate cross application data. TEDW collects the underlying data about customers’ network devices/connections. For example. Brio Technology.org). TEDW can address most of the security requirements related to limiting access to specific data to those customers/business units with a need to know. they are not limited to any one. and sharing the data.

36 Introducing IBM Tivoli Service Level Advisor . Figure 2-4 depicts a typical Tivoli Enterprise Data Warehouse configuration with IBM Tivoli Service Level Advisor. such as the TEDW Central Data Warehouse. the data marts. The default internal name for the TEDW Control database is TWH_MD.TEDW provides a scalable architecture. it provides a scalable architecture for storing and retrieving the data. and the Report Interfaces. which contains metadata for Tivoli Enterprise Data Warehouse and from which you manage all of your TEDW environment. Source Applications ITM Business Intelligence and Reporting Tools TEDW Environment IBM TEC ETL Data Mart Data Mart BRIO TAPM ETL ETL TEDW Central Data Warehouse ETL Data Mart Business Objects Data Mart Data Mart TWSM Crystal Reports TBSM Cognos TEDW Control (Metadata) TEDW Control Center Others Third Party Figure 2-4 A typical TEDW environment The TEDW Control Center is the system that contains the TEDW Control database. Since TEDW depends on the proven and industry standard RDBMS technology. The TEDW Control Center also manages the communication between the various components.

1 ITSLA Registration ETL The Registration Target ETL is responsible for transferring measurement type data and component type information from the TEDW Central Data Warehouse database to the ITSLA Database (the internal default name of the ITSLA Database is DYK_CAT). as shown in Figure 2-5 on page 38.The TEDW stores raw historical data from all Tivoli and third-party application databases in the TEDW Central Data Warehouse database.8. Chapter 2. The internal name of the TEDW Central Data Warehouse database is TWH_CDW. These ETLs are processes scheduled and run from within the TEDW Control Center interface. the internal name of the ITSLA Measurement Data Mart database is DYK_DM and the ITSLA Database is DYK_CAT. The Registration Target ETL is made up of different SQL steps. In the context of IBM Tivoli Service Level Advisor. IBM Tivoli Service Level Advisor general overview 37 . 2. it is available for either the TEDW ETLs to load to the TEDW Data Mart database (the internal name of the TEDW Data Mart database is TWH_MART) or to any other application-specific ETL to process the data and load the application-specific Data Mart database. the ITSLA Target ETL programs move all applicable data from the TWH_CDW database to both the ITSLA Database and the ITSLA Measurement Data Mart databases. The following section goes into more detail on the ITSLA Target ETL programs.5 IBM Tivoli Service Level Advisor Target ETLs As explained in 2. the two Target ETLs that ITSLA uses are the Registration ETL and the Process ETL.2. Once the data has been inserted into the TWH_CDW database. 2. The Registration Target ETL is run once after IBM Tivoli Service Level Advisor is installed and periodically thereafter when new measurement data types are added to the TEDW Central Data Warehouse database.5. “ITSLA ETL programs” on page 25. For the IBM Tivoli Service Level Advisor.

It is very important to schedule this ETL to run on a daily basis to ensure both that the ITSLA Database contains the most updated version of your measurement data and that all new measurement data types will be added to your environment. Chapter 5.5.Figure 2-5 ITSLA Registration ETL process model The Registration Target ETL scheduling is configured through the TEDW Control Center interface. The Process Target ETL must run daily and can be scheduled to run 38 Introducing IBM Tivoli Service Level Advisor . and when to run the Registration ETL. “Administering IBM Tivoli Service Level Advisor” on page 133. It is also worthwhile to mention that the Registration ETL is the very first ITSLA ETL program to run and should always run prior to the Process Target ETL interface. 2. provides more information on how. why.2 ITSLA Process ETL The primary purpose of the Process Target ETL is to transfer data from the TEDW Central Data Warehouse database to the ITSLA Measurement Data Mart database (the internal default name of the ITSLA Measurement Data Mart is DYK_DM).

Chapter 5. IBM Tivoli Service Level Advisor general overview 39 . otherwise the evaluation process might not give consistent results. as shown in Figure 2-6.with either the TEDW Control Center scheduler or by the Central Data Warehouse administrator tool. there are two important considerations to make when running the Process Target ETL: The Process Target ETL should not run until after all Source Application ETLs have inserted their data inside the TEDW Central Data Warehouse database. Chapter 2. why. The Process Target ETL must finish processing before the ITSLA Server starts the data evaluation process. provides more information on how. “Administering IBM Tivoli Service Level Advisor” on page 133. Figure 2-6 ITSLA Process ETL process flow Being that the data inside the ITSLA Measurement Data Mart database is used for the service level agreement evaluation and trend analysis. The Process Target ETL is comprised of different SQL steps. and when to run the Process ETL.

For instance. ITSLA Environment Source Applications Environment Source Appl 1 So urc eE ITSLA Server TL 1 tration Regis ETL Source Appl 2 Sourc eE TL 2 TEDW Central Warehouse E TL N ITSLA Database Pro ce ss E T L ITSLA Reports Server Source Appl N ce ur So ITSLA Measurement Data Mart ITSLA Database Server ITSLA Task Drivers and IBM Console Figure 2-7 How TSLA collects and stores measurement data After the ITSLA Server has completed its data evaluation and trend analysis. you may view the evaluation results provided by the ITSLA Reports Server through a supported Web browser. does not gather or store any performance.2. After this has completed. 40 Introducing IBM Tivoli Service Level Advisor . IBM Tivoli Service Level Advisor would then use this database as a source for Service Level Management analysis. as a product. Tivoli Web Services Manager might monitor transaction times for a specified Web site and store this data continuously in its database. All data is then transferred and formatted by the source application Source ETLs into the TEDW Central Warehouse database repository.6 The SLA Management process of ITSLA IBM Tivoli Service Level Advisor. let us take a close look at the overall Service Level Management process of ITSLA. It relies instead on other Tivoli and third-party performance and availability applications to collect and store this data in their own separate databases. or Service Level Management applicable data. Figure 2-7 gives an overview of how ITSLA works. the two ITSLA Target ETLs are then run separately and consecutively to populate their respective databases with the applicable data. as it is depicted in Figure 2-8 on page 41. Now. IBM Tivoli Service Level Advisor can then analyze and evaluate the data and generate reports of service level violations or trends toward potential service level violations. availability.

Step 3: Populate the ITSLA Database with measurement and resource type information. Step 7: Evaluate the data for violations and trends. Chapter 2. The SLA Management process can be explained in the following steps: Step 1: Define and agree on Service Level Agreements with your customers.1 1 12 10 9 8 7 6 1 2 3 4 5 10 9 8 7 6 5 11 12 1 2 3 4 1 Agree SLAs 2 3 Populate ITSLA Database Registration ETL 4 Define Schedules & Create Offerings Define Customers & Create 5 Orders Select source data Access Reports via Web browser 9 1 1 10 9 8 7 1 2 1 2 3 4 5 6 11 10 9 12 1 2 3 4 or TEDW Central Data Warehouse ITSLA Database 7 Warehouse Center Scheduler Warehouse Center Administrator SLA violation and trend Evaluation 8 7 6 5 Populate ITSLA Measurement Data Mart Process ETL 6 ITSLA Measurement Data Mart 8 Event Escalation and Notification Figure 2-8 End-to-Eend SLA Management process flow The steps are numbered in the diagram above and are explained further in the sections below. Step 5: Define customers and create orders. Step 2: Select the applications that will provide source data. Step 4: Define schedules and create offerings. IBM Tivoli Service Level Advisor general overview 41 . Step 6: Populate the ITSLA Measurement Data Mart database with data from the TEDW Central Warehouse database.

Implement the service level agreement. 42 Introducing IBM Tivoli Service Level Advisor . Step 9: Access the SLA reports through a supported Web browser. Manage the service being delivered against the agreement. – Create a draft service level agreement – Negotiate the service level with the customer – Agree on the final service level that will be provided 2. – Continually monitor and analyze achieved service levels – Report frequently on achieved service levels and service level violations 3. 2.1 Step 1: Define and agree on Service Level Agreements Before service level agreements can be managed they must be agreed upon by you and your customers. Review the service level agreement with your customer based on the results from step 2 and update where applicable. This can be a written agreement or a verbal agreement and must include details like peak hours and off-peak hours and service levels applicable to each timeframe. Implement Review Manage Figure 2-9 A typical Service Level Management process flow The following are the basic steps for Service Level Management: 1.Step 8: Notification of SLA violations and trends toward potential violations.6.

2. As no data is initially enabled to be transferred from the TEDW Central Data Warehouse database to the ITSLA Databases. Create an offering by inserting the offering name. This is done by accessing the IBM Console and doing the following: 1.6.6. you will need to create an offering. 2. as time will not be wasted on moving redundant data to the TEDW Central Data Warehouse database. IBM Tivoli Service Level Advisor general overview 43 . The Registration Target ETL is run either manually by the TEDW Data Warehouse administrator. Select only the applications that can provide meaningful data for service level analysis. Refer to 1. and the SLA type related to the offering. Chapter 2.3 Step 3: Populate the ITSLA Database The Registration Target ETL is used to populate the ITSLA Database with information about the types of measurement data available in the TEDW Central Data Warehouse database.4 Step 4: Define schedules and create offerings Once the ITSLA Database has been populated with the types of measurement data available in the TEDW Central Data Warehouse database. or scheduled to run within the TEDW Control Center.2. “Service Delivery” on page 7. The Registration Target ETL extracts the data from the TEDW Central Data Warehouse database. and then loads the information into the ITSLA Database. you will need to enable every application you plan to use with IBM Tivoli Service Level Advisor. Service Level Management is an ongoing process requiring continuous maintenance.2 Step 2: Select applications for source data After defining a service level agreement.4.6. a description of the offering. transforms and formats the data so that it is compatible with the ITSLA Database schema. Begin with step 1 again. This process collects data associated with the source applications that you enabled in step 2. you must decide which source applications will be used to provide measurement data and populate the TEDW Central Data Warehouse database.3. 2. or data that cannot be used for Service Level Management. This will optimize your IBM Tivoli Service Level Advisor solution. “Target ETLs management” on page 142 for more information on enabling source applications. for more information on service delivery management. Refer to 5.

you can submit the order to IBM Tivoli Service Level Advisor. maximum. thereby creating an order. Add one or more offering components to the offering. such as peak hours. 2.5 Step 5: Define customers and create orders The next step is to define which customers will be associated with the offerings.2. 2. companies. This process will transform the source application data into a format that is suitable for the ITSLA Measurement Data Mart database. for more information on creating offerings. 4. where it will be scheduled for evaluation based on the times provided for the selected resources. After the order has been created. “Management of orders” on page 179. 44 Introducing IBM Tivoli Service Level Advisor .1.6. 5.6. The available list will depend on the measurement and resource type information available in the ITSLA Database. Evaluations will then run directly against the data that is located in the ITSLA Measurement Data Mart database. Publish the offering to make it available for use. The customers you define can be grouped into realms in the cases that you would like to separate their data and reports according to their locations. and average breach values for each metric. refer to 5. standard hours.6 Step 6: Populate the ITSLA Measurement Data Mart database The next step consists of populating the ITSLA Measurement Data Mart database with data from the TEDW Central Data Warehouse database via the Process Target ETL. The list of available resources can potentially be very large and can be filtered to enable you to quickly select the desired resource. and others. 6. Select an existing schedule or create a new schedule that defines the business hours of operation. Select an offering from the list of published offerings and select specific resources in the enterprise for which the customer wants service levels to be managed.4. Refer to 5. “Management of offerings” on page 167. divisions. For more information regarding the order creation process. Define the service level objectives for the various metrics associated with each offering component. 3. specifying minimum. Define evaluation and trend analysis schedules.4.2. and so on.

These reports can be graphical or in table format. For more information regarding the Process ETL and populating the ITSLA Measurement Data Mart database. TEC Event forwarding. for details on how to enable events notification. “ITSLA Server component installation” on page 113. Refer to 4. These event notification methods include SNMP Traps.6. it includes the schedules that were defined in “Step 4: Define schedules and create offerings” on page 43. based on the selected resources and breach values defined in the order. The reports are based on WebSphere servlets and can be integrated into your current Web environment.5. 2. and can be filtered to display only vital information with selected time intervals. 2. IBM Tivoli Service Level Advisor general overview 45 . 2. “Administering IBM Tivoli Service Level Advisor” on page 133. Data from the ITSLA Measurement Data Mart database will then be extracted by the ITSLA Server and evaluated. who can then take the necessary corrective action.2.9 Step 9: Access SLA reports All service level agreement reports can be accessed through the ITSLA Reports Server using a Java-enabled Web browser. they can be configured from the IBM Tivoli Service Level Advisor command line interface. Report users are defined in the IBM Console and access can be restricted to allow required views only. you have the option of configuring event notification in case violations or trends toward future violations are received. If any of these options were not chosen during installation. “Target ETLs management” on page 142.8 Step 8: Notification of SLA violations and trends When IBM Tivoli Service Level Advisor is installed. For more information regarding measurement data evaluation and analysis. storing the results in the ITSLA Database. IBM Tivoli Service Level Advisor will analyze the data for violations against the defined service levels and will search for trends toward potential violations.6. refer to Chapter 5. Depending on the method you select.7 Step 7: Evaluate data for violations and trends When an order is submitted to IBM Tivoli Service Level Advisor for evaluation. Chapter 2. and e-mail.The Process Target ETL is either run manually by the TEDW Data Warehouse administrator or scheduled to run within the TEDW Control Center component.4. refer to 5. notification will be sent to the desired personnel you choose during configuration.6.

7 Applications providing measurement data You will find that the Service Level Management process is often more successful when a variety of data is collected from several source applications. The Tivoli Enterprise Data Warehouse effectively combines data from multiple source applications. The following section explains the methodology on how applications may become ITSLA-enabled. There are three main steps required for this process: 1. “Service level Reports with ITSLA” on page 217. 2. it is referred to as an ITSLA-enabled application.7.1 Becoming an ITSLA-enabled application This section provides a brief description on the steps one may perform in order to make an application ITSLA-enabled. The following are examples of measurement sources provided by Tivoli: IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Business Systems Manager IBM Tivoli Enterprise Console IBM Tivoli Monitoring IBM Tivoli Monitoring for Transaction Performance (TWSM) When an application provides data to participate in the Service Level Management process. 2. IBM Tivoli Service Level Advisor takes advantage of service level measurements collected by measurement source applications. therefore ITSLA-enabled. such as IBM Tivoli Monitoring for Transaction Performance. 3. The generic schema provided by Tivoli Enterprise Data Warehouse facilitates this combining and storing of data. often referred to as measurement source applications. Configure the connection to the source database. Enable the application in the ITSLA Server. and thereby providing a more comprehensive and informative look at your source application measurement data.Chapter 6. allowing the data to be cross-referenced. Develop the application-specific Source ETL. 2. provides a great deal of information on IBM Tivoli Service Level Advisor reporting mechanisms and options. 46 Introducing IBM Tivoli Service Level Advisor . with other Legacy or third-party applications an enterprise may have already deployed. Any application that already collects some sort of measurement data can also become a measurement source application.

known as measurement source code. Initial data analysis. These guidelines are fully described in Tivoli Enterprise Data Warehouse Enabling an Application Version 1.1. Use the Tivoli Enterprise Data Warehouse application enablement template. While a detailed description of each of these steps is outlined in the mentioned references. Assume that an IBM Tivoli Service Level Advisor environment is already functional. which consists of three characters. including at least one number (for example. The initial step is to decide on an application-specific product code. Once the product code is decided for the application. MM3).1. SG24-6607. These steps are based on the IBM manuals Tivoli Enterprise Data Warehouse Enabling an Application Version 1. A table description along with the actual table name is provided: – – – – – – – Component (COMP) Component attribute (COMPATTR) Component relationship (COMPRELN) Measurement (MSMT) Extract control (EXTRACT_CONTROL) Extract log (EXTRACT_LOG) Prune measurement control (PRUNE_MSMT_CONTROL) 3. It must be determined what data types are needed to be stored in the Tivoli Enterprise Data Warehouse database. 2. the naming convention provides guidelines for all the application-specific objects that need to be created. The Tivoli Enterprise Data Warehouse database consists of several tables that need to be updated by the ETL process. a requirement for naming conventions has been established. This step establishes how application data should be mapped into the Tivoli Enterprise Data Warehouse database table. In order to prevent object name conflicts. Applications may collect a wide variety of data types and store them in different formats. 4. and Introduction to Tivoli Enterprise Data Warehouse. Get acquainted with the Tivoli Enterprise Data Warehouse database generic schema. IBM Tivoli Service Level Advisor general overview 47 . GC32-0745. ensuring that applications follow the specifications when storing data in the Tivoli Enterprise Data Warehouse database. The following tables should be carefully researched. such as relational databases and log files. below is a list of the steps: 1. Follow the Tivoli Enterprise Data Warehouse naming conventions. Chapter 2. GC32-0745. and thus into the ITSLA Database.Developing the application-specific Source ETL This section gives a brief description of the major steps required for the Source ETL development. A very thorough understanding of the logical design of such tables allows a smooth ETL development.

5. Develop the Source ETL code. Review Tivoli Enterprise Data Warehouse common tasks. 7. Review extract control design. All time values inserted into the Tivoli Enterprise Data Warehouse must be in Universal Time Coordinated (UTC) format. In order to create such a connection. These SQL scripts are used during the installation of the Source ETL and enable application-specific static data to be properly placed into the Tivoli Enterprise Data Warehouse database.1. GC32-0745. Tivoli Enterprise Data Warehouse Enabling an Application Version 1. An Open Database Connectivity (ODBC) connection must then be created and configured in order to be able to transfer the data from the source application database to the TEDW Central Data Warehouse. Ensure that the application provides time information using UTC. Develop scripts to insert static data. Review timestamps. you must install on the TEDW Control Center machine the source application database client and configure it to communicate with the source application database server. Configure the connection to the source database Consider that a database connection must be set between the TEDW Central Data Warehouse database and the source application database. 8. so that the Target ETLs can move the data into both the ITSLA Database and the ITSLA 48 Introducing IBM Tivoli Service Level Advisor . IBM Tivoli Service Level Advisor should be notified of the existence of the new set of data. There are common tasks that applications must perform when inserting data into the Tivoli Enterprise Data Warehouse database. 9. Enabling the application in the ITSLA Server Once the Source ETL has populated the Tivoli Enterprise Data Warehouse database with application-specific measurement data. provides a complete description for all these tasks. 6. These are SQL scripts that query the application-specific data repository and populate the Tivoli Enterprise Data Warehouse database according to the guidelines provided by the application enablement templates. The extract control method enables measurement data to be extracted from the application-specific data repository on an incremental basis. A process in the Tivoli Enterprise Data Warehouse Control Center should also be defined.

Measurement Data Mart databases. The complete description of this task is found in 5. “Target ETLs management” on page 142. IBM Tivoli Service Level Advisor general overview 49 . The information on which application must be included during data collection is determined based on the application-specific three digit product code. Chapter 2.2.

50 Introducing IBM Tivoli Service Level Advisor .

or across multiple machines with certain dependencies. making planning an essential task in order to ensure a successful deployment. 2002 51 . Before installing IBM Tivoli Service Level Advisor into your enterprise environment. IBM Tivoli Service Level Advisor and its supporting applications can be installed on a single machine in your enterprise.3 Chapter 3. © Copyright IBM Corp. the physical locations of where you want to install the various functional pieces of IBM Tivoli Service Level Advisor. and their dependencies on the other applications that support the IBM Tivoli Service Level Advisor solution. Implementation planning IBM Tivoli Service Level Advisor is dependent on a number of supporting applications and components. you should consider the hardware and software requirements.

The main topics concerning planning discussed in this chapter are: Description of an ITSLA data flow scenario Planning for supporting applications Planning for IBM Tivoli Service Level Advisor Physical considerations Architecture considerations Source applications considerations Planning for event notification Planning worksheets 52 Introducing IBM Tivoli Service Level Advisor .

and the access to the IBM Tivoli Service Level Advisor reports provided by the ITSLA Reports Server component The scenario described is shown in Figure 3-1 on page 55. The legend used in that scenario is related to a specific activity and explained as follows: A1. Possible areas of consideration are as follows: The single points of failure in the IBM Tivoli Service Level Advisor environment The network load and the configuration of communication among the IBM Tivoli Service Level Advisor solution components The hardware requirements The synchronization between the different activities in an IBM Tivoli Service Level Advisor environment. moving data from the source application databases to the TEDW Central Warehouse database. we will describe a typical ITSLA data flow scenario with all the components making up the IBM Tivoli Service Level Advisor solution. resulting in a dramatic increase in network traffic. which moves the data from the TEDW Central Warehouse database to the ITSLA Database. executed. This letter represents the data transfer executed by the Target Registration ETL. executed. the Source ETL and Target ETL data transfer. and managed by the TEDW Control Center component. the IBM Tivoli Service Level Advisor evaluation of service level agreements.3. An These letters represent the data transfer activity performed by the Source ETLs. Implementation planning 53 . If the TEDW Control Center is installed on a separate machine from the TEDW Central Warehouse database. A2. and managed by the TEDW Control Center component. The Source ETLs must not run concurrently.. the data passes from the source application databases through the TEDW Control Center machine to arrive at the TEDW Central Warehouse database. the data passes from the TEDW Central Warehouse database B Chapter 3. . This potentially large data transfer is initiated. The scenario will help in understanding the main constraints to be considered during the project implementation phase. If the TEDW Control Center is installed on a separate machine from the TEDW Central Warehouse database.. as the data transfer could fail.1 IBM Tivoli Service Level Advisor data flow In order to better understand how to plan an IBM Tivoli Service Level Advisor environment implementation. The data flow is initiated.. for example.

resulting in an increase in network traffic. All administrative tasks are performed through the ITSLA Web Console. and managed by the TEDW Control Center. E F G 54 Introducing IBM Tivoli Service Level Advisor . The ITSLA Server performs the service level agreements evaluation on the data stored into the ITSLA Measurement Data Mart database and stores the results in the ITSLA Database. the data passes from the TEDW Central Warehouse database through the TEDW Control Center machine to the ITSLA Measurement Data Mart database. C This letter represents the data transfer executed by the Target Process ETL. The data flow is initiated. If the TEDW Control Center is installed on a separate machine from the TEDW Central Warehouse database. One area that must be taken into consideration is the network traffic generated between the ITSLA Task Drivers machine and the ITSLA Database Server machine. Keep in mind that the ITSLA Java Console can only be accessed on the machine where the ITSLA Task Drivers component is installed. The amount of data transferred is dependent on the amount of data analyzed during the evaluation process. The ITSLA Task Drivers component is responsible for managing the ITSLA Console data movement. The ITSLA Server analyzes this data to find SLA violations and trends that might indicate a violation is imminent. which moves the data from the TEDW Central Warehouse database to the ITSLA Measurement Data Mart database.through the TEDW Control Center machine to the ITSLA Database. The ITSLA Task Drivers component is responsible for inserting the defined offerings and orders into the ITSLA Database. while the ITSLA Web Console can be accessed by any machine with a supported Web browser. resulting in an increase in network traffic. while the trace and message logging configuration and viewing are ITSLA Java Console tasks. D. executed. These letters represent the ITSLA Web Console and Java Console data flow.

H. Source ETLs Target ETLs ITSLA Reports Console (Web Browser) TEDW Control Center (DB2 Server) Source Application 1 Database A1 B ITSLA Database H I A2 Source Application 2 Database TEDW Server TEDW Central Warehouse (DB2 Server) C ITSLA Measurement Data Mart An F ITSLA Database Server (DB2 Server) ITSLA Reports Server (WebSphere) Source Application N Database ITSLA Task Drivers (Tivoli Presentation Services) G E D ITSLA Server ITSLA Java Console ITSLA Web Console (Web Browser) Figure 3-1 ITSLA data flow scenario In the next sections the supporting applications required by the numerous IBM Tivoli Service Level Advisor components are described. along with their software and hardware requirements. The ITSLA Reports Server accesses the SLA violations and trend analysis data stored in the ITSLA Database through an IBM DB2 database client and creates the customized reports for the end users. Recommendations for the placement of each supporting application is also included. I When the service level evaluation performed by the ITSLA Server has completed. users will be able to connect to the ITSLA Reports Server through a Web browser to view the evaluation results and do reporting. The number of users connected to the ITSLA Reports Server is a very important parameter to take into consideration during the planning phase. Chapter 3. Implementation planning 55 .

2. The IBM WebSphere Application Server is used for the publishing of reports servlets. Hardware and software requirements The hardware and software requirements depend on the number of users accessing the ITSLA Reports Server component.2 Planning for supporting applications This section gives a brief introduction into planning for supporting applications. the hardware requirement is the same one indicated for the ITSLA Reports Server component. we recommended that you do not share it with the IBM Tivoli Service Level Advisor environment and use a brand new installation of IBM WebSphere Application Server. For specific information.1 IBM WebSphere Application Server The IBM Tivoli Service Level Advisor Reports Server component runs in the same environment as the IBM WebSphere Application Server. refer to the product support manuals and related publications for each application. which must be correctly installed and configured before installation of IBM Tivoli Service Level Advisor can commence: IBM WebSphere Application Server IBM DB2 Universal Database Enterprise Edition Tivoli Enterprise Data Warehouse 3.1. 56 Introducing IBM Tivoli Service Level Advisor . IBM Tivoli Service Level Advisor ships with the media and a single license for IBM WebSphere Application Server Advanced Edition Single-Server 4. In any case.1 licence provided and install it on the same machine as the ITSLA Reports Server component. As explained in 2. for performance reasons.2. as well as whether the ITSLA Reports Server component shares the same hardware with any other IBM Tivoli Service Level Advisor components (distributed installation). IBM Tivoli Service Level Advisor uses the following supporting applications.0. Entitlement for this license is for the IBM Tivoli Service Level Advisor environment only. If you have already deployed a the IBM WebSphere Application Server production environment in your enterprise.3. allowing them to be accessed through a supported Web browser. “IBM Tivoli Service Level Advisor components” on page 19.0. Generally you may use the IBM WebSphere Application Server Advanced Edition Single-Server 4.

ibm. visit the IBM DB2 Universal Database Enterprise Edition online support page at the following link: http://www-3. Hardware and software requirements For hardware and software requirements for IBM DB2 Universal Database Enterprise Edition Version 7.ibm. Versions 4. Implementation planning 57 .0.2.2 (Fixpack 5 included) environment.For more information concerning hardware and software requirements and on optimizing the IBM WebSphere Application Server.0.d2w/ en_main Chapter 3.2.com/software/webservers/appserv/infocenter.0.2 IBM DB2 Universal Database Enterprise Edition The Tivoli Enterprise Data Warehouse and IBM Tivoli Service Level Advisor databases runs in an IBM DB2 Universal Database Enterprise Edition Version 7.com/cgi-bin/db2www/data/db2/udb/winos2unix/support/v7pubs. 4. IBM Tivoli Service Level Advisor may be integrated into this existing environment.5 IBM WebSphere Application Server Advanced Edition (AE). The following are IBM WebSphere Application Server versions currently supported by IBM Tivoli Service Level Advisor: IBM WebSphere Application Server SE 3.2. Entitlement for this license is for the IBM Tivoli Service Level Advisor environment only. visit the WebSphere Infocenter at the following link: http://www-3.html Network considerations The IBM WebSphere Application Server utilizes two specific TCP/IP ports when used with IBM Tivoli Service Level Advisor: 9090 9080 Port used by IBM WebSphere Application Server for administration purposes Port used by IBM WebSphere Application Server for communication with the ITSLA Reports Server component Logical design considerations If you already have an IBM WebSphere Application Server infrastructure in place. Version 4.2 IBM WebSphere Application Server Advanced Edition Single-Server (AES).1.1.0.2 3. IBM Tivoli Service Level Advisor ships with the media and a single license for IBM DB2 Universal Database Enterprise Edition Version 7. 4.

58 Introducing IBM Tivoli Service Level Advisor . the TEDW Central Warehouse and IBM Tivoli Service Level Advisor databases can be installed in the current environment. as well as from the TEDW Central Warehouse database to the ITSLA Database and ITSLA Measurement Data Mart. Logical design considerations If you already have an IBM DB2 Universal Database Enterprise Edition Version 7. For a detailed list of the TCP/IP ports used by IBM DB2 Universal Database Enterprise Edition refer to Tivoli Enterprise Data Warehouse Installing and Configuring Version 1. For planning information on IBM DB2 Universal Database Enterprise Edition. must be installed on the same physical machine as the TEDW Control Center component. will only run on those operating systems. GC32-0744. refer to DB2 UDB Administration Guide: Planning Version 7. All the data being transferred from the source applications databases to the TEDW Central Warehouse database. You may also have the option to upgrade the current environment to Version 7. as well as the ITSLA ETL programs (Process and Registration ETLs). SC09-2946. Network considerations If you intend to run the IBM DB2 Universal Database Enterprise Edition instances and databases for the TEDW Central Warehouse on a Windows NT or Windows 2000 platform.2 environment in your enterprise. you can eliminate network traffic between the TEDW Control Center and the TEDW Central Warehouse components by having them installed on the same machine. passes though the TEDW Control Center machine. the TEDW Control Center component.2 (Fixpack 5 included).1.Note: The IBM DB2 Universal Database Enterprise Edition Data Warehouse Center component can run only on either Windows NT or Windows 2000. It is very important to understand this when planning for the database placement in your environment. All source applications providing data for IBM Tivoli Service Level Advisor ETLs (also known as Warehouse Enablement Packs or warehouse packs). which depends on the IBM DB2 Universal Database Enterprise Edition Data Warehouse Center. therefore.

the ITSLA Measurement Data Mart database. Space for each warehouse pack.3 Tivoli Enterprise Data Warehouse When planning for your Tivoli Enterprise Data Warehouse installation. making sure to account for both the installed files and the additional historical data that might be collected by the warehouse pack. Hardware and software requirements Refer to Tivoli Enterprise Data Warehouse Release Notes Version 1. keeping in mind that the data warehouse contains a purge utility to help you manage your warehouse content and space. Space for report output. specific database and operating system support.1. Refer to the Introduction to Tivoli Enterprise Data Warehouse. for information about hardware prerequisites. may be used for other applications. The TEDW Data Mart database.2. as IBM Tivoli Service Level Advisor has its own data mart database. As this data will grow over time. Consider that the TEDW Data Mart database (TWH_MART database) is not used by the IBM Tivoli Service Level Advisor solution.3. however. Space for TEDW Data Marts and Reports. Network considerations You must allocate TCP/IP port numbers for Tivoli Enterprise Data Warehouse for the following purposes: Communication between the TEDW Control Center and the remote TEDW Central Warehouse database Communication between the TEDW Control Center and the remote ITSLA Database Server machine Communications for the IBM Console Secure Sockets Layer (SSL) encryption connections to the IBM Console (optional) Chapter 3. which is stored in the control database (TWH_MD database) on the TEDW Control Center component. both prepackaged with warehouse packs and those created or customized by your company. SG24-6607. for placement and sizing considerations for the TEDW Data Mart database. GI11-0857. and product prerequisites. be sure to take into account not only the space required for the Tivoli Enterprise Data Warehouse application files. but also the following: The accumulation of large amounts of historical data generated by the source applications in the TEDW Central Warehouse database. allocate space generously. Implementation planning 59 .

as specifying port numbers that are already in use by other programs causes the installation to lock up. Table 3-1 lists the default port numbers used by the Tivoli Enterprise Data Warehouse.Note: You must pay attention when specifying TCP/IP port numbers during the Tivoli Enterprise Data Warehouse installation. during installation of the TEDW Reports Interface. Yes. Yes. and whether the default values can be changed: Table 3-1 Default TCP/IP port numbers used by the TEDW Default port number 50000 Name of port in InstallShield Wizard Database port for TEDW Control Center Database port for TEDW Central Data Warehouse Database port for the TEDW Data Mart 80 IBM HTTP Server port IBM HTTP Server port used by Tivoli Presentation Services HTTP Server for HTTP communications Used by Tivoli Presentation Services HTTP Administration Used by Server for IBM Console (part of Tivoli Presentation Services) Used by Web Services for the IBM Console (part of Tivoli Presentation Services) Used by Web Services for the IBM Console (part of Tivoli Presentation Services) Used by the IBM Console (part of Tivoli Presentation Services) Description Can the default be changed? In a distributed installation. TEDW Central Data Warehouse server. the names of the ports during the install process. Refer to the IBM DB2 Universal Database Enterprise Edition installation documentation for more information. Yes. descriptions of what the ports are used for. Yes. during installation of the TEDW Reports Interface. during installation of the TEDW Reports Interface. 8007 8040 Web Console IPC port IBM Console IPC port 8030 60 Introducing IBM Tivoli Service Level Advisor . 8008 8010 IBM HTTP Administration port Server For IBM Console IPC port Web Console port Yes. Yes. during installation of the TEDW Reports Interface. and TEDW report server to communicate with the TEDW Control Center server Yes. during IBM DB2 Universal Database Enterprise Edition Server installation. used by the TEDW Data Mart server. during installation of the TEDW Reports Interface. during installation of the TEDW Reports Interface.

Refer to Introduction to Tivoli Enterprise Data Warehouse.Default port number 8050 Name of port in InstallShield Wizard Not applicable Description Can the default be changed? Used by Server for IBM Console (part of Tivoli Presentation Services) Used by Tivoli Presentation Services HTTP Server for secure HTTP communications (HTTPS) No. as an educational or test platform. with all the components installed on a single system. users can access data in the data marts using an interface that is already in use in your business. Logical design considerations You can deploy Tivoli Enterprise Data Warehouse one of two ways: As a single system installation. As a distributed installation. customize. This is convenient for demonstrations. and analytical tools. OLAP. This cannot be done on a UNIX platform. Multiple components can be installed on one system. as follows: Using a Web browser and the IBM Console graphical user interface. Implementation planning 61 . including UNIX servers. provided that the operating system supports those components. 443 Not applicable Yes. Chapter 3. Using other reporting. as well as Web browser and security considerations. 3. with the components installed on multiple systems and platforms in your enterprise. and for companies that do not plan to have many users concurrently analyzing data and that do not need to capture and analyze large amounts of data in the warehouse. An important consideration is for users to be able to access your warehouse data in more than one way. using Tivoli Presentation Services HTTP Administration.3 Planning for IBM Tivoli Service Level Advisor In this section we will discuss the physical and the architectural considerations for IBM Tivoli Service Level Advisor planning. SG24-6607. as the TEDW Control Center component can only run on the Windows platform. and run reports that access data marts through the report interface. users can create. for more information on Tivoli Enterprise Data Warehouse components placement.

“IBM Tivoli Service Level Advisor components” on page 19.1 Physical considerations The following section describes the hardware. Table 3-3 Hardware requirements for ITSLA Hardware and operating system CPU Memory HDD IBM eServer pSeries (RS/6000) . 9980 ITSLA Server Communication port 3. and Web browser requirements for IBM Tivoli Service Level Advisor. IBM Tivoli Service Level Advisor has three core components to install and configure: ITSLA Server ITSLA Reports Server ITSLA Task Drivers Any of these three components can be installed separately.1. the ITSLA Reports Server. Used for communication between the ITSLA Server and the ITSLA Task Drivers.3. GI11-0908.As described in 2.2. and the ITSLA Task Drivers. Table 3-2 Ports used by the ITSLA components Port number 9990 Purpose Command line interface port Description The Command Line Interface (CLI) service port used to communicate with the ITSLA Server. Hardware requirements Each component of the IBM Tivoli Service Level Advisor has the minimum hardware requirements described in Table 3-3. consult IBM Tivoli Service Level Advisor Release Notes Version 1. The components communicate with each other using the TCP/IP ports described in Table 3-2. or in any possible combination with another to form a distributed installation. for detailed information. The CLI Service is installed with the ITSLA Server component. As this is for reference only. software.AIX IBM eServer xSeries (Netfinity) and other Intel Pentium brands Microsoft Windows or Linux 375 MHz or higher 650 MHz or higher 1 GB or higher 1 GB or higher 1 GB or higher 1 GB or higher 62 Introducing IBM Tivoli Service Level Advisor .

30 concurrent users If all components in your environment will be installed on a single machine. 5.8 1.15 concurrent users 1 GB may only support 25 .1 Solaris 2.33.1 Linux SuSE 7. 2.Solaris CPU 400 MHz or higher Memory 1 GB or higher HDD 1 GB or higher Note: Large configurations significantly increase the amount of memory required for the Reports Server and Web-based console. Implementation planning 63 .2 Client with Fixpack 5 Chapter 3.7. For example: 512 MB may only support 10 .3.0 SP 6+ Windows 2000 Advanced Server Edition SP2+ Windows 2000 Server SP2+ Linux RedHat 7. relational databases. Table 3-5 Software requirements for ITSLA Platform ITSLA Server Operating system Windows NT 4. Table 3-4 Single machine installation hardware requirements for ITSLA CPU Dual Processor 1 GHz or higher Memory 2 GB or higher HDD 2 GB or higher Hardware and operating system IBM eServer xSeries (Netfinity) and other Intel Pentium brands Microsoft Windows Software requirements Table 3-5 describes the software requirements of IBM Tivoli Service Level Advisor in terms of supported operating systems. and Java runtime environment.Hardware and operating system Sun SPARC .0 SR10 Database 7. we recommend the information shown in Table 3-4.1 AIX 4.3.1_01 Java Runtime Environment 1.

7x 64 Introducing IBM Tivoli Service Level Advisor .1_01 1.3.0 SP6+ Windows 2000 Advanced Server SP2+ Locale jp. 2.7.1 Linux SuSE 7.1 AIX 4.1_01 1.7.0 SR10 Database 7.1_01 Web browser support IBM Tivoli Service Level Advisor supports the Web browsers for the listed operating systems and language locales shown in Table 3-6.3. zh_TW ko Others Internet Explorer 5. 2.x.33.x.3.3.1 Solaris 2. 6.1 Linux SuSE 7.8 Java Runtime Environment 1.1 Solaris 2.0 5.0 SP 6+ Windows 2000 Advanced Server Edition SP2+ Windows 2000 Server SP2+ Linux RedHat 7.0 SP 6+ Windows 2000 Advanced Server Edition SP2+ Windows 2000 Server SP2+ Linux RedHat 7.2 Server with Fixpack 5 ITSLA Database Server Windows NT 4.7.Platform ITSLA Reports Server Operating system Windows NT 4.1 Solaris 2.78 None 4. 5. 4.2 Client with Fixpack 5 ITSLA Task Drivers Windows NT 4.6x.3. 2.0 SP 6+ Windows 2000 Advanced Server Edition SP2+ Windows 2000 Server SP2+ AIX 4.1 AIX 4.0 Netscape 4. 5.0 SR10 7. zh_CN.0 5. Table 3-6 ITSLA Web browser support Operating system Windows NT 4. 6.33.8 1. 6.2 Client with Fixpack 5 1. 5.33.8 1.x.0 SR10 7.3.

6x. Source Application Databases ITSLA Server Source ETLs ITSLA ETL ITSLA Database TEDW Control Center TEDW Server TEDW Central Warehouse Source ETLs ITSLA ETL Source Application Databases ITSLA Measurement Data Mart ITSLA Database Server ITSLA Task Drivers IBM Console ITSLA Reports Server Web Server Web Server Web browser clients ITSLA Administrators Firewall 2 Web browser clients Firewall 1 Back office DMZ Internet More Secure Less Secure Figure 3-2 ITSLA architecture component placement Chapter 3.1 Linux SuSE 7. Figure 3-2 gives a graphical overview of a possible IBM Tivoli Service Level Advisor deployment.2 Architecture considerations IBM Tivoli Service Level Advisor and its components are normally deployed inside the back office of the enterprise. 5.8 Linux RedHat 7.7. 4. This eliminates the need for an additional security infrastructure to be deployed.3. protected behind firewalls. 2.33.Operating system AIX 4.1 Solaris 2.7x 3. Implementation planning 65 . The IBM Tivoli Service Level Advisor source applications and their databases may reside elsewhere in the enterprise or in the same protected infrastructure.1 Locale All Internet Explorer None Netscape 4.

the ports used for database communication will need to be opened in the same firewall (the DB2 UDB default ports used for server-client communication are 50000 and 50001). in order to allow communication between the ITSLA Reports Server and the ITSLA Database Server. “ITSLA evaluation schedule and time zone considerations” on page 195. which must be taken into consideration for a distributed installation across time zones. Also. provides additional information on how to catalog the ITSLA Databases. “Setting up the ITSLA Server machine” on page 106. ITSLA Task Drivers. which satisfies the hardware and software requirements. if the ITSLA Reports component whereas installed on one of the Web Servers in the DMZ. ports 9090 and 9080 would need to be opened on Firewall 2.As a speculation in the above scenarios. in order to allow CLI communication between the ITSLA Server. the ITSLA Reports Server enables a customer to access IBM Tivoli Service Level Advisor service level reports via a supported Web browser. as this component is responsible for performing SLA evaluation on the data stored in the ITSLA Measurement Data Mart database and inserting the results into the ITSLA Database. Section 4. provides additional information on scheduling service level agreement evaluations and time zone considerations. you must consider the potentially heavy network traffic between the ITSLA Server and the ITSLA Measurement Data Mart database. then you must install and configure IBM DB2 Universal Database Enterprise Edition Client on the machine with the ITSLA Server.2.5. Architectural considerations for the ITSLA Reports Server By providing Java-based report servlets. as shown in Figure 3-2 on page 65. During the time period when service level agreement evaluations are being performed by the ITSLA Server. Section 5.5. you will need to open the ITSLA CLI port chosen during the installation process in the firewall (the default ITSLA CLI port is 9990). In addition to that. 66 Introducing IBM Tivoli Service Level Advisor . Architectural considerations for the ITSLA Server The ITSLA Server is the management server for IBM Tivoli Service Level Advisor and can be installed on a machine in the back office intranet. If the ITSLA Server is installed on a different physical machine from the ITSLA Database and ITSLA Measurement Data Mart database. and the ITSLA Reports Server. All service level agreements evaluations are scheduled based on the time zone of the ITSLA Server. to allow communication between the Web browsers in the back office area and the ITSLA Reports Server. and not on a server in the back office.

This name is assigned during IBM WebSphere Application Server installation and might be the short name or the fully qualified name of the machine. which is installed along with the ITSLA Reports Server component. then you must install and configure IBM DB2 Universal Database Enterprise Edition client on the ITSLA Reports Server machine.0. provides additional information on how to catalog the ITSLA Databases. you will need to change the default installation port numbers for the ITSLA Reports IBM HTTP Server. Section 4. These task drivers provide a Web-based graphical user interface from which administration tasks are performed through the IBM Web Console and the IBM Java Console.5 or IBM WebSphere Application Server AE (any version). If the ITSLA Reports Server component is installed on a different physical machine from the ITSLA Database and ITSLA Measurement Data Mart databases. or specify different port numbers for the HTTP Server port and HTTP Administration port for Tivoli Presentation Services during the Reports Interface installation During the installation of the ITSLA Reports Server you will be asked for the node name of where the IBM WebSphere Application Server is running. Implementation planning 67 . “Setting up the ITSLA Server machine” on page 106. The ITSLA Reports Server component runs on top of the IBM HTTP Server. Architectural considerations for the ITSLA Task Drivers The ITSLA Task Drivers are one of the components of the ITSLA installation and integrates into the IBM Console Server. If your current infrastructure utilizes IBM WebSphere Application Server SE Version 3. It is recommended that you use IBM WebSphere Application Server AES 4.The ITSLA Reports Server component runs in the same environment as the IBM WebSphere Application Server and must be installed on the same physical machine. Note: if there is already a Web server such as Microsoft IIS on the system where you plan to install the ITSLA Report Server.1 or later. you must uninstall or disable that Web server. The ITSLA Task Drivers component is installed on the same physical machine running the three main pieces of Tivoli Presentation Services and are installed during TEDW Report Interface component installation: Server for IBM Console Web Services for IBM Console and IBM Console Chapter 3. If you already have other Web Server software like Microsoft IIS or IBM Apache server up and running on the same physical machine.5. then the reports servlets will have to be manually integrated into the IBM WebSphere Application Server environment.

Architectural considerations for the Target ETL IBM Tivoli Service Level Advisor ships with two ETL programs constituted of two different steps: The Target Registration ETL and the Target Process ETL. The ITSLA Target ETLs must be installed on the same physical machine as the TEDW Control Center. the Target ETLs are responsible for the data flow between the TEDW Central Warehouse database and the ITSLA Databases. ITSLA Database. respectively) should be installed and created.1. “IBM Tivoli Service Level Advisor data flow” on page 53. and the IBM Console are all referred to as the IBM Console Server. that separate instances are created for the TEDW Central Warehouse. The ITSLA solution performs better when separate instances are used. 68 Introducing IBM Tivoli Service Level Advisor . Architectural considerations for the ITSLA Databases The ITSLA Databases can be created on the same physical machine or on separate machines. As described in Section 3. performance. starting. consider the impact on network performance the Target ETLs data movement could have. which will interrupt any other applications connected to that instance. They can be created on the same physical machine as the Data Warehouse or even in the same IBM DB2 Universal Database Enterprise Edition instance. It is recommended. and ITSLA Measurement Data Mart databases for the following reasons: Installation of the ITSLA Database and ITSLA Measurement Data Mart databases requires the stopping. “Setting up the ITSLA Server machine” on page 106. though not necessary. and termination of the instance. then you must install and configure IBM DB2 Universal Database Enterprise Edition client on the machine with the ITSLA Task Drivers. and the TEDW Control Center configured before the Target ETLs are installed. TEDW databases. If the ITSLA Task Drivers and the IBM Console Server are installed on a different physical machine from the ITSLA Database and ITSLA Measurement Data Mart database.5. Section 4. and ITSLA Databases are all installed on separate machines. depending on scalability. provides additional information on how to catalog the ITSLA Databases. and availability considerations.Note: The Server for IBM Console. the Web Services for IBM Console. If the TEDW Control Center. The ITSLA Database and Measurement Data Mart databases (whose default names are DYK_CAT and DYK_DM.

approximately 30 to 50 MB of space is initially required to hold the database tables. In order to ensure connectivity.4.7-DMN-0018 1. a database client must be installed on the TEDW Control Center machine for all source databases. you will need to configure an ODBC connection on the machine where the TEDW Control Center component is installed in order to allow communication between the source application’s ETL and the TEDW Central Warehouse database. Approximately the same amount of memory is also required. while the ITSL Target ETLs can be found on the IBM Tivoli Service Level Advisor installation media.The databases are better protected from data loss.7 1. Implementation planning 69 .1 1.3 Planning considerations for source applications IBM Tivoli Service Level Advisor currently supports the Tivoli products (listed in Table 3-7) as default source applications able to insert data in the Tivoli Enterprise Data Warehouse databases. “Setting up the TEDW Control Center machine” on page 90.7 2. If you already have source application databases defined in your environment.1 3.3.5 Patches required 3. As described in 4.7-WSM-0003 N/A N/A 1. 3.7. Tip: For each IBM Tivoli Service Level Advisor database you create. Table 3-7 Supported source Tivoli applications Product IBM Tivoli Monitoring IBM Tivoli Monitoring for Transaction Performance (TWSM) IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Enterprise Console IBM Tivoli Business Systems Manager Version 3. if the IBM Tivoli Monitoring (Distributed Monitoring TDS) source database uses an Oracle Chapter 3. all ETL programs are installed from their respective installation media through the TEDW installation process. For example.5-BSM-0034 The Source ETLs for the above applications are shipped with the source application installation media. Maintenance and backup purposes.

Consider that the data transfer from the source application databases to the TEDW Central Data Warehouse is the heaviest in the IBM Tivoli Service Level Advisor environment. GC32-0438. IBM Tivoli Monitoring for Transaction Performance (TWSM) Some considerations for the IBM Tivoli Monitoring for Transaction Performance (TWSM) Source ETL follow: The source database for the IBM Tivoli Monitoring for Transaction Performance (TWSM) Source ETL is the WebServices Courier database. and the IBM Tivoli Enterprise Console source database uses an Informix database. For more information. The source application ETLs perform this data transfer and it is advisable to not run them concurrently.database. which is provided with the IBM Tivoli Monitoring Source ETL installation media. refer to 4.4. and the time it takes strongly depends on the amount of data to transfer. the Tivoli Decision Support (TDS) product with the Server Performance Prediction guide has to be installed and configured in your enterprise. refer to the Tivoli Decision Support Installation Guide. For more information on changing your ODBC connection information. 70 Introducing IBM Tivoli Service Level Advisor . Some considerations on the IBM Tivoli Monitoring Source ETL follow: The source database for the IBM Tivoli Monitoring Source ETL is the Tivoli Decision Support database for which the RIM object SPR_RIM is configured. Patch 3. and Tivoli Decision Support for Server Performance Prediction TDS_Guide_for_SPP_21 .6. For more information on installing and configuring TDS. “Configuring the ODBC connections” on page 103. otherwise the data movement process could fail. then both the Oracle client and the Informix client must be installed and configured on the TEDW Control Center machine. refer to Tivoli Distributed Monitoring Warehouse Enablement Pack: Implementation Guide.7-DMN-0018 is required for the IBM Tivoli Monitoring application and must be installed prior to running the IBM Tivoli Monitoring Source ETL. which is provided with the IBM Tivoli Monitoring Source ETL installation media. as well as the ODBC connections to those databases. IBM Tivoli Monitoring In order for IBM Tivoli Service Level Advisor to use IBM Tivoli Monitoring (ITM) data. and from the network speed.

IBM Tivoli Business Systems Manager Some considerations for the IBM Tivoli Business Systems Manager Source ETL follow: The source database for the IBM Tivoli Business Systems Manager Source ETL is the TBSM Microsoft SQL database. No additional patches are required for the IBM Tivoli Enterprise Console. No additional patches are required for IBM Tivoli Monitoring for Transaction Performance (TAPM). IBM Tivoli Monitoring for Transaction Performance (TAPM) Some considerations for the IBM Tivoli Monitoring for Transaction Performance (TAPM) Source ETL follow: The source database for the IBM Tivoli Monitoring for Transaction Performance (TAPM) Source ETL is the TAPM database for which the TAPM RIM object is configured. which is provided with the IBM Tivoli Enterprise Console Source ETL installation media. The eFix can be downloaded at the following site by using the anonymous user: ftp://ftp. which is provided with the IBM Tivoli Monitoring for Transaction Performance (TAPM) Source ETL installation media.Patch 1. Chapter 3.com/support/patches/LA/1. Implementation planning 71 . refer to Tivoli Application Performance Manager Warehouse Enablement Pack: Implementation Guide. For more information.7-WSM-0003E. IBM Tivoli Enterprise Console Some considerations for the IBM Tivoli Enterprise Console Source ETL follow: The source database for the IBM Tivoli Enterprise Console Source ETL is the TEC Event database for which the TEC RIM object is configured.tivoli. For more information. refer to Tivoli Web Services Manager Warehouse Enablement Pack: Implementation Guide.almondbutter For more information.7-WSM-0003e is required for the IBM Tivoli Monitoring for Transaction Performance (TWSM) application and must be installed prior to running the IBM Tivoli Monitoring for Transaction Performance (TWSM) Source ETL.7-WSM-0003 along with eFix 1. refer to Tivoli Enterprise Console Warehouse Enablement Pack: Implementation Guide. which is provided with the IBM Tivoli Monitoring for Transaction Performance (TWSM) Source ETL installation media.

changed. refer to Tivoli Business Systems Manager Warehouse Enablement Pack: Implementation Guide. In order to configure ITSLA to send a SNMP Trap. either separately or concurrently: SNMP Trap TEC Event E-mail The event notification method is specified during the IBM Tivoli Service Level Advisor installation. or configured through a set of IBM Tivoli Service Level Advisor CLIs.Patch 1. Destination port Community name 72 Introducing IBM Tivoli Service Level Advisor . 3.4.4 Planning for event notification When IBM Tivoli Service Level Advisor evaluates measurement data. A default value of 162 is provided. A default value of public is provided.1 SNMP Trap notification You can configure IBM Tivoli Service Level Advisor to send notification events in the form of SNMP Traps to Tivoli NetView or any other SNMP managers. The IBM Tivoli Service Level Advisor event notification function also provides information on IBM Tivoli Service Level Advisor application problems. Any of the following notification methods can be used. 3.5-BMS-0034 is required for the IBM Tivoli Business Systems Manager application and must be installed prior to running the IBM Tivoli Business Systems Manager Source ETL. but can be activated. an event notice can be sent to alert management or support personnel when violations or potential violations have been discovered. enabling them to take corrective action to maintain agreed-upon levels of service to the customer. you will need to provide during the following information during installation: Destination host name This is the fully qualified host name of the destination machine acting as the receiving SNMP management station for SNMP Traps. For more information. Specify a different port number if needed. which is provided with the IBM Tivoli Business Systems Manager Source ETL installation media. This is the SNMP Trap destination port number. This is an optional field containing the SNMP Trap service community name.

If the event server is installed on a Windows machine.1. with the defined event classes listed below: SLA-Base-Event SLA-Violation-Event SLA-Trend-Event SLA-Trend-Cancel-Event Chapter 3. IBM Tivoli Service Level Advisor traps can be created and formatted by using the example provided in “Event escalation” on page 325. where rules can then be written to execute the desired program or task. SLM. For more information on the MIB that is used to format the SNMP Traps for ITSLA events. Because of this. 3.2 TEC Event notification By using the non-TME connection method. see the SNMP Trap event notification section of Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. If your SNMP Trap receiver is NetView for Windows NT. you will need the following information: TEC Event server host name This is the fully qualified host name where the Tivoli Enterprise Console event server is installed. The TEC Event Server must be configured to receive IBM Tivoli Service Level Advisor events. SC32-0835. To configure IBM Tivoli Service Level Advisor to send a TEC Event. Implementation planning 73 .Since IBM Tivoli Service Level Advisor does not filter SNMP Traps sent to the configured SNMP manager. SLM.4. In addition. The typical port value is 5529.baroc is the SLA Event class definition file for the TEC server. or not to be sent at all.baroc. located in the ITSLA_Inst_Dir/tec directory. where ITSLA_Inst_Dir is the ITSLA Server installation directory. you can configure the event to be forwarded to TEC. TEC Event server port IBM Tivoli Service Level Advisor provides a baroc file. you must configure a filter on your SNMP manager in order to discard SNMP Traps being sent by IBM Tivoli Service Level Advisor that you do not need. you must either configure for SNMP ITSLA traps to be sent. you will have to configure the ITSLA SNMP Trap definition on your SNMP manager. IBM Tivoli Service Level Advisor can be configured to send a TEC Event if you already have a functional TEC Server in your environment. As IBM Tivoli Service Level Advisor itself cannot directly execute a program or a task as a response to an event. enter the port number that the event server uses to listen on for events.

}. maxBreachValue: STRING. minBreachValue: STRING. }. consumerName: STRING. The content of the SLM. avgProjectedDate: STRING. accountID: STRING. componentLongName: STRING. metricName: STRING. customerOrderID: STRING. For more information on how to import and compile baroc files on the TEC server. maxMetricValue: STRING. sub_source: default = "Service Level Agreement Manager". minProjectedDate: STRING. offeringName: STRING. consult the TEC documentation. END TEC_CLASS: SLA-Trend-Event ISA SLA-Base-Event DEFINES { elementInstanceID: STRING. avgMetricValue: STRING. maxProjectedDate: STRING. }. scheduleState: STRING.baroc file is given in Example 3-1 on page 74. END TEC_CLASS: SLA-Violation-Event ISA SLA-Base-Event DEFINES { startDate: STRING.The SLM.baroc file must be imported and compiled in the TEC rule base in order to enable the IBM Tivoli Service Level Advisor events reception on the TEC server. avgBreachValue: STRING.baroc file TEC_CLASS: SLA-Base-Event ISA EVENT DEFINES { source: default = "IBM Tivoli Service Level Advisor". END 74 Introducing IBM Tivoli Service Level Advisor . serviceElementName: STRING. componentName: STRING. Example 3-1 Contents of the SLM. endDate: STRING. minMetricValue: STRING. realm: STRING.

elementInstanceID: _elementInstanceID . as IBM Tivoli Service Level Advisor does not filter the events sent to TEC. reception_action: ( all_instances(event: _trn_ev of_class 'SLA-Trend-Event' where [ metricName: equals _metricName. }. if you want to receive only certain types of events. you must create and configure your own TEC rule to discard the undesired events. elementInstanceID: equals _elementInstanceID. status: outside ['CLOSED'] ] ). scheduleState: _scheduleState ] .rls file is given in Example 3-2. metricName: _metricName . componentName: equals _componentName. END TEC_CLASS: SLM-Application-Event ISA EVENT DEFINES { source: default = "IBM Tivoli Service Level Advisor".baroc file. scheduleState: equals _scheduleState. Chapter 3. Example 3-2 Contents of the slm. componentName: _componentName. However.rls and is located in the same directory as the SLM.rls file rule: trend_cancel: ( event: _event of_class 'SLA-Trend-Cancel-Event' where [ status: equals 'OPEN' . END IBM Tivoli Service Level Advisor provides a sample TEC rule that automates the closing of IBM Tivoli Service Level Advisor trend events. Implementation planning 75 . The content of the slm. The TEC rule file name is slm.TEC_CLASS: SLA-Trend-Cancel-Event ISA SLA-Base-Event DEFINES { elementInstanceID: STRING. }.

or when the IBM Tivoli Service Level Advisor application experiences problems.5 Planning worksheets The following tables provide some planning worksheets to aid the planning and installation of IBM Tivoli Service Level Advisor and supporting applications. separated by commas. drop_received_event ) ). separated by commas. Here you add one or more e-mail addresses.change_event_status(_trn_ev. for the people you want notifications to be sent to.4. 'CLOSED'). but who want to stay informed. This might be reserved for supervisory personnel or other people who may not deal directly with the violation or trend information. CC-list e-mail addresses 3. Here you have the list of e-mail addresses. for additional people you want to notify on the message. Table 3-8 Planning worksheet for IBM WebSphere Application Server Planning for IBM WebSphere Application Server Node name of IBM WebSphere Application Server Host name and IP address of IBM WebSphere Application Server 76 Introducing IBM Tivoli Service Level Advisor . To configure IBM Tivoli Service Level Advisor to send an e-mail. or application events. you will need to decide on the following information: SMTP Server host name To-list e-mail addresses This is the fully qualified host name of the SMTP Server to handle the e-mail messages. 3.3 E-mail notification If you would like to notify specific support and management personnel when SLA violations or trends occur. trend. IBM Tivoli Service Level Advisor can be configured to send multiple e-mails based on the information regarding violation.

Planning for IBM WebSphere Application Server Currently installed IBM WebSphere Application Server version IBM WebSphere Application Server installation directory Table 3-9 Planning worksheet for databases Planning for databases TEDW Control Center component host name and IP address TEDW Server host name and IP address TEDW Central Warehouse instance name TEDW Central Warehouse instance user name/password ITSLA Measurement Data Mart Server host name and IP address ITSLA Measurement Data Mart database instance name ITSLA Measurement Data Mart database instance user name/password ITSLA Database Server host name and IP address ITSLA Database instance name ITSLA Database instance user name/password Table 3-10 Planning worksheet for ITSLA Planning for IBM Tivoli Service Level Advisor ITSLA Server host name and IP address ITSLA Reports Server host name and IP address (must be installed on the IBM WebSphere Application Server machine) ITSLA Task Drivers server host name and IP address (must be installed on the Tivoli Presentation Services machine) Chapter 3. Implementation planning 77 .

Table 3-11 Planning worksheet or event notification Planning for event notification Notification by SNMP Trap Destination host name Destination port Community name (optional) Notification by TEC Event TEC Server host name TEC Server port Notification by e-Mail SMTP server host name To-list of e-mail addresses CC-list of e-mail addresses (optional) 78 Introducing IBM Tivoli Service Level Advisor .

The installation process will be presented using a typical environment as example.4 Chapter 4. The installation and configuration of the following ITSLA components and prerequisite applications are discussed in this chapter: IBM DB2 Universal Database Enterprise Edition Tivoli Enterprise Data Warehouse Server Tivoli Enterprise Data Warehouse Control Center IBM WebSphere Application Server IBM Console Server ITSLA Database Server ITSLA Task Drivers ITSLA Server ITSLA Reports Server ITSLA ETL programs © Copyright IBM Corp. 2002 79 . Getting IBM Tivoli Service Level Advisor up and running This chapter describes the installation and configuration procedures in order to have IBM Tivoli Service Level Advisor (ITSLA) up and running.

for hardware and software requirements. RS6000 running AIX 4. and describe the steps of a brand new installation.1 product. Please refer to Chapter 3. This may be used as a start point to anyone responsible for the deployment of the IBM Tivoli Service Level Advisor Version 1.3 DB2 Client TEDW Reports Interface (IBM Console) ITSLA Server ITSLA Task Drivers AIX 4.1 Example scenario In this section we present the scenario used to describe the installation process of the various components and prerequisite applications of an ITSLA environment.3.3 DB2 Server ITSLA Databases creation TEDW Server ITSLA Database Server TWH_CWD DYK_DM DYK_CAT TWH_MART ITSLA Measurement Data Mart ITSLA Database Central Control 3 Windows 2000 DB2 Server TEDW Control Center ITSLA ETLs Source ETLs offering and orders Trend analysis 5 Reporting data 4 AIX 4.3. as well as for tips and hints on how to best design your ITSLA environment and leverage existing production environments.3. “Implementation planning” on page 51. as follows: 1.3 DB2 Client IBM WebSphere ITSLA Reports Server TWH_MD TEDW Control Center ITSLA Server ITSLA Reports Figure 4-1 Installation scenario As shown in Figure 4-1.3.3 DB2 Server TEDW Central Data Warehouse TEDW Data Mart 2 AIX 4. our environment is composed of five machines. 1 AIX 4.3.3 80 Introducing IBM Tivoli Service Level Advisor .4. We also assume no preexisting components will be used. TEDW Server machine a.

IBM DB2 Universal Database Enterprise Edition Server Version 7. RS6000 running AIX 4. ITSLA Server e. IBM WebSphere Application Server d. IBM DB2 Universal Database Enterprise Edition Client Version 7.2 (Fixpack 5 included) c. IBM DB2 Universal Database Enterprise Edition Server Version 7.2 (Fixpack 5 included) c. Getting IBM Tivoli Service Level Advisor up and running 81 . Tivoli Enterprise Data Warehouse Data Mart 2. TEDW Control Center machine a. IBM DB2 Universal Database Enterprise Edition Server Version 7.3 b.3.3. ITSLA Task Drivers 5. ITSLA Reports machine a. ITSLA Databases creation 3. RS6000 running AIX 4.2 (Fixpack 5 included) c. Tivoli Enterprise Data Warehouse Control Center d. Tivoli Enterprise Data Warehouse Central Data Warehouse d. ITSLA Server machine a.2 (Fixpack 5 included) c. All Source ETL programs 4. ITSLA Reports Server The installation process for each of the above machines will be explained in the following sections.b.3. RS6000 running AIX 4. ITSLA Database Server machine a. IBM Console Server d.3 b. IBM DB2 Universal Database Enterprise Edition Client Version 7. PC Server running Windows 2000 ASE SP2 b. Chapter 4.2 (Fixpack 5 included) c.3 b. ITSLA ETL programs (Process and Registration ETLs) e.

/db2setup 2.2 Server for AIX CDROM is mounted. you should refer to the official product documentation. 82 Introducing IBM Tivoli Service Level Advisor . appears.2 (Fixpack 5 included) installation process on AIX.3 and Microsoft Windows 2000 Advanced Server Edition only. If you are planning to use any other operating system platform.2 (Fixpack 5 included) Tivoli Enterprise Data Warehouse Central Data Warehouse Tivoli Enterprise Data Warehouse Data Mart 4. as shown in Figure 4-2 on page 83.3. 4. move to the directory where the DB2 7.Note: We provide the installation steps for each one of the above components on IBM AIX 4. Note: Use the DB2 installation media provided with the Tivoli Enterprise Data Warehouse product. and start the DB2 setup utility. This ensures that you get the correct version and Fixpack of DB2 installed. Log in as a user with root authority.2 Setting up the TEDW Server machine This machine will serve as the host of the Central Warehouse Repository database. as follows: # . The Install DB2 V7 screen. Select the DB2 UDB Enterprise Edition option. The following components are needed: IBM DB2 Universal Database Enterprise Edition Server Version 7.1 IBM DB2 UDE Server for UNIX installation This section describes the IBM DB2 Universal Database Enterprise Edition Server Version 7. 1.2.

A New DB2 instance should be created for the TEDW databases.Figure 4-2 Install DB2 V7 . Chapter 4. as shown in Figure 4-3 on page 84. We specified the DB2 instance name db2inst1.DB2 UDB Enterprise Edition 3. Getting IBM Tivoli Service Level Advisor up and running 83 .

Next the DB2 Warehouse Control Database screen appears. Select Set up DB2 Warehouse Control Database. We used the default name for the DB2 Warehouse Control database.DB2 Instance db2inst1 4. 84 Introducing IBM Tivoli Service Level Advisor . 5.Figure 4-3 Create DB2 Services . dwcntrl. Figure 4-4 on page 85 shows the values we used on the option Create the Administration Server.

The installed JDBC code level needs to be upgraded to Version 2. you may check the installation log file created at /tmp/db2setup.0./usejdbc2 Where INSTHOME is the home directory of the instance. DB2SYSTEM.zip Chapter 4. Bourne. for example. INSTHOME/sqllib/db2profile # cd /INSTHOME/sqllib/java12/ # . – Verify that the JDBC level is correct by entering the following command: # echo $CLASSPATH The output must include the following path: INSTHOME/sqllib/java12/db2java. or Korn shell: # . 8. You should log on to the system with a valid DB2 user ID. At the end of the installation process.log. The installation process creates and sets the values of several environment variables. 7.Figure 4-4 Administration Server screen 6. and issue the following commands: – For bash. Getting IBM Tivoli Service Level Advisor up and running 85 . .

as shown in Figure 4-6 on page 87. Figure 4-5 Install type dialogue window 4. we used the default value /opt/TWH. The dialogue window for the type of installation appears as shown in Figure 4-5. 1. Click Next. The InstallShield Wizard dialogue window for Tivoli Enterprise Data Warehouse Installation is the first window to appear. Select Custom/Distributed and the directory name where you want to install TEDW. 86 Introducing IBM Tivoli Service Level Advisor . 3. From the Select features for TEDW dialogue window.4.2 TEDW Central Warehouse and TEDW Data Mart installation In this section we describe the steps to install the TEDW Central Warehouse and TEDW Data Mart components on AIX.sh 2. Click Next. In our environment. select Central Data Warehouse and Data Mart. From the directory where the TEDW CDROM is mounted. enter the following command to start the installation wizard: # ./setup_unix.2.

Click Next. In our example it is db2inst1. We used db2admin. as shown in Figure 4-7 on page 88. Click Install to start the installation. 8. This machine will host the following databases. The overview of selected features dialogue window appear. The installation setup program prompts for a valid DB2 user ID and password to be used to access the TEDW Control Center machine. Enter the fully qualified host name of the TEDW Central Data Warehouse machine. then verify that the database port number is correct. Getting IBM Tivoli Service Level Advisor up and running 87 . Verify that this is the correct host name for the installation.TEDW Central Data Warehouse 5. Chapter 4. as shown in Figure 4-1 on page 80: – TWH_CWD – TWH_MART Enter the valid DB2 user ID and password that was created during the DB2 installation and type in the fully qualified host name of the TEDW Server. It also asks for the fully qualified host name and TCP/IP communication port. 6. 7. Click Next. The installation process asks for a valid DB2 user ID in order to create the required TEDW databases.Figure 4-6 Select features dialogue window . The host name dialogue window appear.

4.3 Setting up the ITSLA Database Server machine This machine will serve as a DB2 database server hosting all databases used by ITSLA.2. “IBM DB2 UDE Server for UNIX installation” on page 82. Verify that the installation was successful by making sure there is no error massage in the installation window.2 (Fixpack 5 included) for UNIX. check the TWH.log file to ensure all warning messages can safely be ignored. Also. The following steps need to be performed in order to have the ITSLA Database Server machine installed: 1. The following section describes the ITSLA Databases creation process. 88 Introducing IBM Tivoli Service Level Advisor .1. 2. Click Finish to exit the wizard. The InstallShield Wizard window appears and informs you of whether the installation was successful. Install IBM DB2 Universal Database Enterprise Edition Server Version 7.Figure 4-7 TEDW Central Data Warehouse and Data Mart installation 9. Create ITSLA Databases. The installation of the IBM DB2 Universal Database Enterprise Edition Server should follow the steps provided in 4.

such as SUN Solaris. where db2_instance_dir is the home directory of the DB2 instance.1 Creating the ITSLA Databases The creation of all ITSLA Databases should be performed manually. db2profile 4. Log in as a DB2 instance owner.sh or . The scripts that will create the databases are on the ITSLA CD in the following directories: IBM AIX Sun Solaris Linux Windows cdrom_dir/database/scripts/aix4-r1 cdrom_dir/database/scripts/solaris2 cdrom_dir/database/scripts/linux_ix86 cdrom_dir :\database\scripts\w32-ix86 Table 4-1 shows the DB2 database to be created and the associated script. Source the DB2 environment variables: # ./CDROM_Dir/database/scripts/aix4-r1/dyk_cat_dbinst. Start the database creation scripts from the appropriate directory by entering the following command: – For the DYK_CAT database: # . Table 4-1 ITSLA Databases installation scripts ITSLA Database name DB2 Database name Script (. Chapter 4. Getting IBM Tivoli Service Level Advisor up and running 89 .4. 2. Linux. – The password for your DB2 user ID. In our case we used db2inst1.sh 6.bat) ITSLA Database ITSLA Measurement Data Mart DYK_CAT DYK_DM dyk_cat_dbinst dyk_dm_dbinst The following steps were used to create the ITSLA Databases on AIX: 1. Insert the ITSLA product CD in the CD-ROM drive and mount the CD.sh – For the DYK_DM database: # .3./CDROM_Dir/database/scripts/aix4-r1/dyk_dm_dbinst. Windows. 3. and IBM AIX. 5. Each of the scripts is interactive and prompts you for the following information (we used most of the provided defaults values): – The DB2 instance owner user ID. Navigate to the db2_instance_dir/sqllib directory. ITSLA provides scripts to accomplish this task for several different platforms.

– The territory used for data entered into the DYK_CAT or the DYK_DM database. – Make sure you choose to enable LOGRETAIN for recovery on the DYK_CAT and DYK_DM databases.– The name for the ITSLA Database and ITSLA Measurement Data Mart databases.log.log. 7. and for the dyk_dm database a total of nine tables are created. 4. Set up the ODBC connections 90 Introducing IBM Tivoli Service Level Advisor . The default values are DYK_CAT and DYK_DM. For the DYK_CAT database a total of 75 tables are created (53 tables and views with the one schema and 22 tables with the other schema).log and /tmp/dyk_dm. – It prompts you if an old version of the ITSLA Databases should be dropped. 8. We used /tmp/dyk_cat.log and /tmp/dyk_dm_ver. – The fully qualified path of the file you would like the output of the script to be directed to. Default value: /home/db2inst1. Check the log files in the directories you have specified to verify that all of the database tables were successfully created. respectively. It will use the TEDW control database containing the metadata for Tivoli Enterprise Data Warehouse (TWH_MD) and will be used to manage our ITSLA ETLs and the data warehouse environment. We used /tmp/dyk_cat_ver. Check the log files in the directories you have specified for any errors that may have occurred during the database creation. As a new installation the default value is N. The following are the components that need to be installed in this machine: IBM DB2 Universal Database Enterprise Edition Server Version 7. “IBM Tivoli Service Level Advisor Databases” on page 403.2 (Fixpack 5 included) for Windows Tivoli Enterprise Data Warehouse Control Center ITSLA ETL programs (Process and Registration ETLs) All Source ETL your environment may require. Default value is US. – The home directory of the DB2 instance of the DYK_CAT or the DYK_DM database. refer to Appendix C. – The fully qualified path of the file you would like the table verification output to be directed to. For additional details on DYK_CAT and DYK_DM databases.4 Setting up the TEDW Control Center machine This machine will serve as the control center of our environment.

Load the DB2 installation media provided with ITSLA. Figure 4-8 Select DB2 Enterprise Edition 4. 2. we used C:\SQLLIB. Select Start -> Run. Getting IBM Tivoli Service Level Advisor up and running 91 . 5. The Select Installation Type window opens.1 IBM DB2 UDE Server for Windows installation This section describes the IBM DB2 Universal Database Enterprise Edition Server Version 7. Chapter 4.exe and click OK to start the installation. We selected Typical. From this window you can select the component(s) of DB2 for Windows you would like to install.4. Note: Use the DB2 installation media provided with the IBM Tivoli Service Level Advisor product. Select the installation type you prefer. Select DB2 Enterprise Edition as shown in Figure 4-8.The following sections describe the installation and configuration steps in order to have the TEDW Control Center machine up and running. 1.2 (Fixpack 5 included) installation process on Windows. 3. For the destination directory. From the Installation window. select Install. Click Next. The Select Products window opens. This ensures that you get the correct version and Fixpack of DB2 installed. 4. Type in D:\setup.

exe. Select Start -> Run. In our environment.2 Tivoli Enterprise Data Warehouse Control Center installation In this section we describe the steps to install the TEWD Control Center component on Windows. 8. From the Select features for TEDW dialogue window. under the Tivoli Enterprise Data Warehouse category: http://www. 3.exe to D:\sqllib\bin\iwh2imp2. After a few minutes the Install OLAP Starter Kit window opens. The dialogue box for the type of installation appears. 92 Introducing IBM Tivoli Service Level Advisor . 1. xcopy iwh2exp2 D:\sqllib\bin. Select Do not install the OLAP Starter Kit and then Finish.4.Reboot the machine. Select Custom/Distributed and the directory name where you want to install TEDW. The usejdbc2 command will copy the appropriate version of db2java. In addition to the installation steps.0. We need to copy these files over the ones installed by the DB2 installation.exe. Update Java.zip into the DB2_DIR\java12 directory. (APARs JR16650 and JR16766). Type in D:\setup. b.old. For the DB2 administrative user ID. d.exe to D:\sqllib\bin\iwh2exp2. 10. c.exe and iwh2imp2.exe and click OK to start the installation.old.com/software/sysmgmt/products/support The eFix consists of two files: iwh2exp2. Rename D:\sqllib\bin\iwh2imp2. 4. The e-fixes are available on the following Tivoli Enterprise Data Warehouse support Web site. we used C:\TWH. You should open a DOS-command prompt window and issue the following commands: cd DB2_DIR\java12 usejdbc2 Where DB2_DIR is the DB2 installation directory. The installed JDBC code level needs to be upgraded to Version 2. as follows: a. as shown in Figure 4-9 on page 93. xcopy iwh2imp2 D:\sqllib\bin. Rename D:\sqllib\bin\iwh2exp2. 2. 7. Click Next. we selected db2admin. Install the IBM DB2 eFix. Select Tivoli Enterprise Data Warehouse control server. it is necessary to apply the DB2 eFix. 9.6.ibm.exe.

Getting IBM Tivoli Service Level Advisor up and running 93 . 5.Figure 4-9 Select features dialogue window . The local system DB2 configuration dialogue window appear. Verify that this is the correct host name for the TEDW Control Center machine. Chapter 4. we used db2admin. The overview of selected features dialogue window appears as shown in Figure 4-10 on page 94. In our case. Click Next. This machine will host the database TWH_MD. The installation process asks for a valid DB2 user ID in order to create the required TEDW database.TEDW control server 4. Enter the valid DB2 user ID and password that was created during the DB2 installation on your local system. 6. Click Install to start the installation. The host name dialogue window appears. as shown in Figure 4-1 on page 80. Click Next.

2. Click Finish to exit the wizard. 1. The InstallShield Wizard window appears informing you as to whether the installation was successful. check the TWH. The complete installation window appears. In this section we describe the steps 1 and 2. Select No. 8.3 ITSLA ETL programs installation As explained in 2. 3. 4. I will restart my system at a later time. “Target ETLs management” on page 142. 4. Reboot your system. Enable and schedule ITSLA ETL programs to run. ITSLA uses Process and Registration ETLs. 9. 2. Also. Click Next. “IBM Tivoli Service Level Advisor Target ETLs” on page 37. Verify that the installation was successful by making sure there are no error massages in the installation window. 94 Introducing IBM Tivoli Service Level Advisor . The following steps are required to install the ITSLA ETL programs. Enable source applications data collection. Import the ITSLA ETLs into the TEDW Control Center machine.4. as steps 3 and 4 are described in detail in 5.log file to ensure all warning messages can safely be ignored.5. Provide the TEDW Control Center with correct user information for proper source and target database access.Figure 4-10 TEDW control server installation 7.

as shown in Figure 4-11 on page 96. where D is the CDROM directory. Click Next. Click Next. The local system DB2 configuration dialogue window appears. The dialogue window for the type of installation appears. 2. Type in D:\setup. we used db2admin. Change the TEDW CD in the CD-ROM drive with the ITSLA installation CD. 1. Specify the path to the twin_app_install_list. 6. Leave the Now (prevents typing errors) option checked to verify that the source directory is immediately accessible and that it contains the correct files. Enter the valid DB2 user ID and password that were created during the DB2 installation on your local system. The installation process asks for a valid DB2 user ID. 5.exe and click OK to start the installation. Select Start -> Run. The host name dialogue window appears. The path to the installation media for the application packages dialogue window appears. When the InstallShield Wizard dialogue window for Tivoli Enterprise Data Warehouse Installation appears.Importing the ITSLA ETL programs All ITSLA ETL programs must be imported into the TEDW Control Center machine. You need both the Tivoli Enterprise Data Warehouse and the IBM Tivoli Service Level Advisor products installation media. We used C:\TWH. Getting IBM Tivoli Service Level Advisor up and running 95 . Select Application installation only and the directory name where the TEDW components are installed. click Next. Verify that this is the correct host name for the TEDW Control Center machine. In our case. Click Next to continue. 3.cfg file (by default in the CD_drive:\tedw_apps\dyk\ directory) on the ITSLA CD in the directory name field. Chapter 4. Click Next. 4. You should provide the location of the ITSLA ETLs programs.

Click Install to start the installation.Figure 4-11 Path to the installation media for the ITSLA ETL programs 7. The overview of selected features dialogue window appears as shown in Figure 4-12. Figure 4-12 ITSLA ETL programs installation 96 Introducing IBM Tivoli Service Level Advisor .

Once the installation is finished. Click Next. In order to avoid confusion.1. also known as warehouse packs. 2.4. Select Application installation only and the directory name where the TEDW components are installed. use used the following applications: IBM Tivoli Enterprise Console IBM Tivoli Business Systems Manager IBM Tivoli Monitoring for Transaction Performance (TAPM and TWSM) IBM Tivoli Monitoring Each application above provides its own Source ETL.7. “Applications providing measurement data” on page 46. there are five Tivoli applications providing service level measurement data to ITSLA. check the log files for any errors. GC32-0744. The dialogue window for the type of installation appears. We used C:\TWH. Click Next to continue. Getting IBM Tivoli Service Level Advisor up and running 97 . The following steps provide a typically Source ETL installation: 1. In our environment scenario. as shown in Figure 4-13 on page 98. we provide in this section a generic installation procedure and recommend that the installation instructions for each specific Source ETL should also be followed. 4. Also see Tivoli Enterprise Data Warehouse Installing and Configuring Version 1. installation and configuration processes. Use the Tivoli Enterprise Data Warehouse installation program to install the Source ETLs. for additional information. Chapter 4.8.4 Source ETLs installation As explained in 2.

1 Source ETL installation media. Table 4-2 on page 99 provides the measurement source code for all Tivoli applications. In order to install the Source ETLs provided by ITSLA. Verify that this is the correct host name for the TEDW Control Center machine. In our case.cfg file. 5. we used db2admin. You can also install individual Source ETL applications by providing the path CD_Drive:\MCODE. Click Next. Specify the path to the twh_app_install_list. Enter the valid DB2 user ID and password that were created during the DB2 installation on your local system. The local system DB2 configuration dialogue window appears. Click Next.Figure 4-13 TEDW Source ETLs setup type 3. The installation process asks for a valid DB2 user ID. 98 Introducing IBM Tivoli Service Level Advisor . You should provide the location of the source application ETL program. 4.1 Source ETL installation media. where MCODE is the standard three-letters measurement source code. as shown in Figure 4-14 on page 99. then use the path CD_drive:\. change the TEDW CD installation media with the IBM Tivoli Service Level Advisor Version 1. where CDROM_Dir is the CDROM drive containing the IBM Tivoli Service Level Advisor Version 1. If you intend to install all Source ETLs provided by ITSLA. The host name dialogue window appears. The path to the installation media for the application packages dialogue window appears.

Click Install to start the installation. Click Next. The overview of selected features dialogue window appears.Table 4-2 Measurement source codes Tivoli application Measurement source code IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Enterprise Console IBM Tivoli Business Systems Manager IBM Tivoli Monitoring IBM Tivoli Monitoring for Transaction Performance (TWSM) APF ECO GTM DMN BWM Leave the Now (prevents typing errors) option checked to verify that the source directory is immediately accessible and that it contains the correct files. Getting IBM Tivoli Service Level Advisor up and running 99 . Chapter 4. as shown in Figure 4-14. Figure 4-14 Path to the installation media for the application packages 6.

100 Introducing IBM Tivoli Service Level Advisor . Perform any pre-installation configuration steps specified by the Source ETL documentation. which will serve as the Meta Data database. check the log files for any errors. In our environment scenario. – Configuring the source database user name and password. – Establishing an ODBC connection. 8. Once the installation is finished. 4.4.Figure 4-15 TEDW Source ETLs installation 7. For example. this might include tasks such as: – Creating additional tables in an existing database. – Installing additional product patches. the TEDW Control Center machine hosts the TWH_MD database.5 TEDW Control Center basic configuration This section gives instructions for the basic configuration steps for the TEDW Control Center machine. Specifying the Meta Data database to the TEDW Control Center You need to specify which Meta Data database will be used. This will be discussed in the next section. Follow the steps provided in “Providing user ID information to the various databases” on page 101.

start the IBM DB2 Data Warehouse Center utility by selecting Tools -> Data Warehouse Center. The procedure presented here must also be used for any new Source ETL installed in the TEDW Control Center.Perform the steps as follows: 1. 2. Select Advanced. Start the IBM DB2 Control Center utility by selecting Start -> Programs -> IBM DB2 -> Control Center. The following steps should be followed: 1. 3. Target. On the IBM DB2 Control Center utility. For the IBM Tivoli Service Level Advisor. Registration. and Process ETLs. Figure 4-16 TWH_MD as control database Providing user ID information to the various databases You should inform the TEDW Control Center of user access information for every Target and Source ETL installed. Start the IBM DB2 Control Center utility by selecting Start -> Programs -> IBM DB2 -> Control Center. Verify that the Control database field contains TWH_MD. The Data Warehouse Center logon windows appears. Getting IBM Tivoli Service Level Advisor up and running 101 . Chapter 4. as shown in Figure 4-16.

There are two entries for the ITSLA ETL programs that need to be configured. Figure 4-17 DYK_PROC_DYK_DM_TARGET user ID information 6. For our environment the values are shown in Figure 4-17. start the IBM DB2 Data Warehouse Center utility by selecting Tools -> Data Warehouse Center. In our case. On the IBM DB2 Control Center utility. right click it and select Properties and then select the Database tab. In order to do that. For the Source ETLs. right click the appropriate Source ETL. 4. 3. expand the Warehouse Targets folder. select Properties and then select the Database tab. as follows: – DYK_REG_DYK_CAT_TARGET for the Registration ETL – DYK_PROC_DYK_DM_TARGET for the Process ETL 5. Log into the IBM DB2 Data Warehouse Center utility using the local DB2 administrator user ID. in the Data Warehouse Center window. expand the Warehouse Source folder. 102 Introducing IBM Tivoli Service Level Advisor . In the Data Warehouse Center window. The Data Warehouse Center logon windows appears.2. You should edit the properties of each one of the above entries. Fill in the user ID information. db2admin. Fill in the user ID information. using the DYK_PROC_DYK_DM_TARGET as an example.

ODBC connections with the TEDW databases The TEDW Control Center installation program automatically creates the ODBC connections to the TWH_CWD and TWH_MART databases. Figure 4-18 ODBC configuration . Click Add.System DSN tab Chapter 4. On Microsoft Windows 2000. it needs to have access to the various databases as follows: TEDW databases (TWH_CWD and TWH_MART) ITSLA Databases (DYK_CAT and DYK_DM) All source application databases ODBC connections on the TEDW Control Center machine should be created as described in the following sections. “ETL Warehouse Target and Sources configuration” on page 134. You can check the ODBC connection as follows: 1. Getting IBM Tivoli Service Level Advisor up and running 103 . as shown in Figure 4-18.4. Click the System DSN tab.1.This step is described in detail in 5.6 Configuring the ODBC connections Since the TEDW Control Center machine hosts all the ETLs. select Start -> Programs -> Administrative Tools -> Data Sources (ODBC). 4.1. 2.

4. “Source ETLs installation” on page 97. These scripts are located in the CD_drive:\database\scripts\w32_ix86 directory.4.ODBC connections with the ITSLA Databases The ITSLA product provides scripts for creating the ODBC connections with the ITSLA Databases. those also provides their own source database that needs to be accessed by the TEDW Control Center machine during the ETL execution. where CD_drive is the CDROM containing the ITSLA installation media. ODBC connections to these databases in the TEDW Control Center machine should be created so that the respective Source ETL can process the data. If you need to manually create ODBC connections to a source database. Table 4-3 gives the names of the databases in which Tivoli applications store measurement data.bat script catalogs an ODBC data source to the DYK_DM database and the dyk_cat_odbc. The ODBC connections for some may be created during the Source ETL installation. you may use the script shown in Example 4-1 on page 105. You should only modify the scripts if you need to change the TCPIP port that the DB2 instance running on the TEDW Control Center machine uses to communicate with the remote DB2 server running on the ITSLA Database Server machine to a value different from 50000. Table 4-3 Tivoli source databases Source applications Source database IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Enterprise Console IBM Tivoli Business Systems Manager IBM Tivoli Monitoring IBM Tivoli Monitoring for Transaction Performance (TWSM) TAPM_RIM TEC GTM_DB DMN_RIM BWM_TWSM Each one of the above application’s Source ETL comes with its own installation and configuration process. The dyk_dm_odbc. 104 Introducing IBM Tivoli Service Level Advisor . we have installed in our environment all the source applications’ ETLs provided by Tivoli. if you have developed in-house Source ETLs. In addition to that.bat script catalogs an ODBC data source to the DYK_CAT database. ODBC connections with the source applications As described in 4.

-rem -.-----------------------------------------------------.-rem -.Start the ODBC cataloging -db2 catalog tcpip node %NODE_ALIAS% remote %DB2SRVRNAME% server %SRVR_PORT% db2 catalog database %GEN_DATASRC% at node %NODE_ALIAS% db2 catalog system odbc data source %GEN_DATASRC% goto TERMINATE echo got to local rem db2 catalog system odbc data source %GEN_DATASRC% goto FIN :ABEND cls echo Usage: echo "TEDW_odbc data_source remote_hostname" goto END :TERMINATE db2 terminate :END endlocal Chapter 4.Example 4-1 ODBC creation script: TEDW_odbc.PLEASE EDIT THE VARIABLES BELOW FOR YOUR INSTALLATION -rem Set the name of the odbc datasource set GEN_DATASRC=%1 rem Set the hostname of the database server containing the SOURCE database set DB2SRVRNAME=%2 rem Set the alias of the cataloged database manager instance node set NODE_ALIAS=CAT_ODBC rem Set the port DB2 uses to communicate with the remote db server set SRVR_PORT=50000 if "%GEN_DATASRC%" == "" goto ABEND if "%DB2SRVRNAME%" == "" goto ABEND rem -.bat @echo off echo This program catalogs an ODBC datasource on the TEDW Control Server machine echo . Getting IBM Tivoli Service Level Advisor up and running 105 . setlocal rem -.------------------------.

106 Introducing IBM Tivoli Service Level Advisor . as shown in Figure 4-19 on page 107.1 IBM DB2 Client installation on AIX This section describes the IBM DB2 Universal Database Enterprise Edition Client Version 7. Note: Use the DB2 installation media provided with the IBM Tivoli Service Level Advisor product. Select the DB2 Administration Client option. 1. This ensures that you get the correct version and Fixpack of DB2 installed.5 Setting up the ITSLA Server machine The ITSLA Server machine in our environment will combine all the core Service Level Management functions performed by both the ITSLA Server and ITSLA Task Drivers components. The ITSLA Server machine will host the following components: IBM DB2 Universal Database Enterprise Edition Client Version 7. 4./db2setup 2. and so on.2 (Fixpack included) installation process on AIX. appears. The Install DB2 V7 screen.5.2 Server for AIX CDROM is mounted.4. data evaluation and trend analysis. move to the directory where the DB2 7. and start the DB2 setup utility as follows: # . such as orders and offerings definitions. Log in as a user with root authority.2 (Fixpack 5 included) for UNIX TEDW Reports Interface (ITSLA uses the IBM Console Server component of the TEDW Reports Interface) ITSLA Server component ITSLA Task Drivers component The installation of the above components will be discussed in the following sections.

group name. Figure 4-20 Create DB2 Services Chapter 4. and home directory. Getting IBM Tivoli Service Level Advisor up and running 107 . as shown in Figure 4-20. A new DB2 instance should be created. We kept all the default values for the user name.Figure 4-19 Install DB2 V7 .DB2 Administration Client 3.

At the end of the installation process you may check the installation log file created at /tmp/d2setup. 108 Introducing IBM Tivoli Service Level Advisor . or Korn shell: # . . INSTHOME/sqllib/db2profile # cd .4.2 Cataloging the ITSLA Databases Since the ITSLA Server machine contains both the ITSLA Server and the ITSLA Task Drivers components.5. The installed JDBC code level needs to be upgraded to Version 2.sh script to accomplish this task for all the supported platforms. The DB2 Setup Utility screen appears. The installation process creates and sets the values of several environment variables. Bourne. it needs access to the databases hosted by the ITSLA Database Server machine as follows: DYK_DM DYK_CAT ITSLA provides the dyk_catalog./usejdbc2 Where INSTHOME is the home directory of the instance. /INSTHOME/sqllib/java12/ # .log. 6. The scripts that will catalog the remote server containing the ITSLA Databases and the ITSLA Databases can be found on the ITSLA installation CD in the following directories: IBM AIX Sun Solaris Linux cdrom_dir/database/scripts/aix4-r1 cdrom_dir/database/scripts/solaris2 cdrom_dir/database/scripts/linux_ix86 Where cdrom_dir is the directory where the ITSLA installation media is mounted. – Verify that the JDBC level is correct by entering the following command: # echo $CLASSPATH The output must include the following path: INSTHOME/sqllib/java12/db2java.0. 5. You should log on to the system with a valid DB2 user ID and issue the following commands: – For bash.zip 4.

The IBM Console will enable execution of ITSLA administrative tasks in our environment./setup_unix. The InstallShield Wizard dialogue window for Tivoli Enterprise Data Warehouse Installation is the first window to appear. The default values are DYK_CAT and DYK_DM. 3. 1. we used the default value /opt/TWH.sh 2. In our environment scenario. The dialogue window for the type of installation appears. respectively. Default value is 50000. respectively The fully qualified path of the file you would like the output of the script to be directed to. Getting IBM Tivoli Service Level Advisor up and running 109 . enter the following command to start the installation wizard: # .5. When installing the TEDW Reports Interface. The host name of the systems that contain the ITSLA Databases: In our case. The local alias of the cataloged ITSLA Database and ITSLA Measurement Data Mart databases. The TCP/IP port number or service name for communication with the DB2 server. This presentation layer is also know as Tivoli Presentation Services. as shown in Figure 4-21 on page 110. The name for the ITSLA Database and ITSLA Measurement Data Mart databases. From the directory where the TEDW CD-ROM is mounted. Chapter 4. The following steps describe the installation process of the TEDW Reports Interface on an AIX system. We used /tmp/dyk_catalog.log. we used the provided defaults. both versions of the IBM Console (Java-based and Web-based) will be installed during the Tivoli Presentation Services installation step. A local alias name for the remote node that contains the ITSLA Databases. 4.3 TEDW Reports Interface installation The installation of the TEDW Reports Interface is required in order to have the IBM Console presentation layer deployed. the ITSLA Database Server machine. In our environment.The script is interactive and prompts you for the following information. Default value: dyk_node. Select Custom/Distributed and the directory name where you want to install TEDW. The default values are DYK_CAT and DYK_DM. Click Next.

select Report interface. Click Next. From the Select features for TEDW dialogue window.Figure 4-21 Install type dialogue window 4. as shown in Figure 4-22. Figure 4-22 Select features dialogue window .TEDW Report Interface 110 Introducing IBM Tivoli Service Level Advisor .

If any of these ports are being used by another application. Verify that this is the correct host name for the installation on the local system. 6. Enter the valid DB2 user ID and password that was created during the local machine DB2 Client installation. 9. The Tivoli Presentation Services dialogue window appears. It also asks for the fully qualified host name and TCP/IP communication port. do not specify a directory name that has a blank in it. Leave this box unchecked and click Next. Chapter 4. db2inst1. Confirm that none of the default ports are being used by another application. change the values and choose Next. In our case. The host name dialogue window appears. Getting IBM Tivoli Service Level Advisor up and running 111 . 7. The default directory name is /opt/PS on UNIX systems. Click Next. The Install additional languages dialogue window appears. We used db2admin. Enter the fully qualified host name of the TEDW Reports Interface machine. 8. The installation process asks for a valid DB2 user ID.5. Click Next. Figure 4-23 Tivoli Presentation Services ports panel Note: If you change the directory name for the Tivoli Presentation Services. The installation setup program prompts for a valid DB2 user ID and password to be used to access the TEDW Control Center machine. as shown in Figure 4-23.

Also check the TWH. We used db2inst1. 14.Even though the installation process showed you the installation results in the previous step.The overview of selected features dialogue window appears. as shown in Figure 4-24. Click Finish to exit the wizard.log file to ensure that all warning messages can safely be ignored. 11.The remote system DB2 configuration for the TEDW Central Data Warehouse server dialogue window appears. Enter the valid DB2 user ID and password that were created during the DB2 installation on the TEDW Central Data Warehouse server. Verify that the installation was successful by making sure there are no error messages in the installation window.The remote system DB2 configuration for the TEDW Data Mart server dialogue window appears. Click Next. the host name is the same as the TEDW Central Data Warehouse server) and verify that the value for the database port number is correct. Type in the fully qualified host name of the TEDW Central Data Warehouse server. We used db2inst1. Figure 4-24 TEDW Report Interface installation 13. you must wait for the Tivoli Presentation Services help set to be 112 Introducing IBM Tivoli Service Level Advisor . and verify that the database port number is correct.The InstallShield Wizard window appears informing you as to whether the installation was successful.10. Type the fully qualified host name of the TEDW Data Mart server (in our example. 12. Enter the valid DB2 user ID and password that were created during the DB2 installation on the TEDW Data Mart server. Click Install to start the installation. Click Next.

4.rebuilt. The ITSLA installation options dialogue window appears. Uncheck the SLM Reports and the SLM Task Drivers options and make sure that only the IBM Tivoli Service Level Advisor 1. as shown in Figure 4-25 on page 114. Chapter 4. This process happens asynchronously and might not be completed by the time the wizard has finished the installation of the remaining components of TEDW the Reports Interface.Reboot the machine. Click Next. From the directory where the ITSLA CD-ROM is mounted. 4. To determine whether the help set rebuild is complete.5. Example 4-2 Successful Presentation Services help setup completion message FWP1734I The utility that was started by the Management Component Repository to build the help set has completed successfully. Click Next./install. the message can be in the second most recent stdoutn file. where PS_directory is the Tivoli Presentation Services installation directory. The dialogue window for the ITSLA Server installation directory appears. This log is in the file PS_directory/log/fwp_mcr/stdoutn. Getting IBM Tivoli Service Level Advisor up and running 113 . Look for the message (Example 4-2) in the most recent stdoutn file.4 ITSLA Server component installation In order to have the ITSLA Server component installed you should perform the following steps: 1. The InstallShield Wizard dialogue window for IBM Tivoli Service Level Advisor installation is the first window to appear. Do not restart the system until the help set is complete. 3. In our case. Click Next. In some cases. We used the default value /opt/TSLA. enter the following command to start the installation wizard: # . 15. This process may take up to 30 or 40 minutes.sh 2. The help set contains the user assistance for the IBM Console.1 and SLM Server options are selected. /opt/PS. look for the completion message in the Tivoli Presentation Services installation log.

This is the sign-on password for the above user ID. Default value is dyk_cat. The DB2 user information for remote access to the ITSLA Databases installed in the ITSLA Database Server machine. This is the fully qualified host name of the machine that contains the ITSLA Database component. Default value is 50000. We kept all the default values. Default value is db2inst1. Password DB Server host name DB Server port number 114 Introducing IBM Tivoli Service Level Advisor . This is the communication port number or the service name of the database manager instance that contains the ITSLA Database component. The dialogue window for the ITSLA Database appears as shown in Figure 4-26 on page 115.Figure 4-25 ITSLA Server component installation 5. Database name User ID Specifies the name of the ITSLA Database. In the dialogue window you are prompted to provide the information below.

Default value is db2inst1. Figure 4-26 ITSLA Database dialogue window 6. In the dialogue window you are prompted to provide the information below. The DB2 user information for remote access to the ITSLA Databases installed on the ITSLA Database Server machine. Database name Specifies the name of the ITSLA Measurement Data Mart database. Default value is dyk_dm. This is the fully qualified host name of the machine that contains the ITSLA Measurement Data Mart component. The dialogue window for the ITSLA Measurement Data Mart appears as shown in Figure 4-27 on page 116. This is the sign-on password for the above user ID. Click Next to continue. We kept all the default values. User ID Password DB Server host name Chapter 4.Remote database instance This is an optional field that specifies the name of the server instance that contains the ITSLA Database component. Getting IBM Tivoli Service Level Advisor up and running 115 .

As shown in Figure 4-28 on page 117. We used the default value /home/db2inst1. Only change the default values if there is a conflict with port number in your system. Default value is 9980. 8. Default value is 50000. 116 Introducing IBM Tivoli Service Level Advisor . Remote database instance Click Next to continue. you should specify the following information: ITSLA communication port This port will be used for communication between the ITSLA Server and the ITSLA Task Drivers components.DB Server port number This is the communication port number or the service name of the server database manager instance that contains the ITSLA Database component. Figure 4-27 ITSLA Measurement Data Mart database dialogue window 7. This is an optional field that specifies the name of the server instance that contains the ITSLA Measurement Data Mart component. Click Next. Next you will be presented with a dialogue window prompting you for the home directory of the DB2 instance on the local machine. The port numbers dialogue window for the ITSLA Server communication port and command line interface port appear.

-p password. trend. If you want to enable event notification. Chapter 4.Command line interface port CLI password protection This port will be used for command line interface procedures. and application events) appears as shown in Figure 4-29 on page 118. The dialogue window for notification of ITSLA events (violation. CLI commands that are issued must be entered by specifying an additional parameter. trend cancelled. Click Next to continue. If you select this option. Click Next to provide additional configuration information for each of your selected notification methods. check one or more of the check boxes. Default value is 9990. Figure 4-28 Port information for the ITSLA Server installation 9. Specify whether or not you want your command line interface commands to be password protected. Getting IBM Tivoli Service Level Advisor up and running 117 .

Figure 4-29 ITSLA event notifications window 10. A default value of public is provided.Note: ITSLA event notification can also be configured after installation using the scmd escalate command. SC32-0833. For additional information refer to Chapter 5.1. You will be prompted to provide the following information: Destination host name This is the fully qualified host name of the destination machine acting as the receiving SNMP management station for SNMP Traps. will appear. A default value of 162 is provided. “Administering IBM Tivoli Service Level Advisor” on page 133.By selecting the SNMP Trap option for event notification. SNMP. This is the SNMP Trap destination port number. Specify a different port number if needed. and the Command Reference for IBM Tivoli Service Level Advisor Version 1. Destination port Community name 118 Introducing IBM Tivoli Service Level Advisor . This is an optional field containing the SNMP Trap service community name. the configuration window as shown in Figure 4-30 on page 119.

as shown in Figure 4-31 on page 120. Getting IBM Tivoli Service Level Advisor up and running 119 . The typical port value is 5529. You will be prompted to provide the following information: TEC Event Server host name This is the fully qualified host name where the Tivoli Enterprise Console event server is installed. enter the port number that the event server uses to listen on for events.Figure 4-30 Configuring SNMP Trap event notification Click Next to continue.By Selecting the TEC Event option for event notification. TEC Event Server port If the event server is installed on a Windows machine. Chapter 4. the TEC configuration window. will appear. 11.

This is a required field. will appear. for the people you want notifications to be sent to. the configuration window. Provide the following information: SMTP Server host name This is the fully qualified host name of the SMTP Server to handle the e-mail messages. Here you add one or more e-mail addresses. 12. This is a required field. as shown in Figure 4-32 on page 121.Figure 4-31 Configuring Tivoli Enterprise Console event notification Click Next to continue. No error checking is performed on the e-mail addresses entered here. separated by commas. To-list e-mail addresses 120 Introducing IBM Tivoli Service Level Advisor .By selecting the E-mail option to send e-mail messages to one or more addresses when an event occurs.

This is the text of the e-mail message that is sent when a service level agreement violation is detected. This is the text of the message that is sent when a trend toward a potential violation has been detected.CC-list e-mail addresses Here you add one or more e-mail addresses. Trend message Chapter 4. No error checking is performed on the e-mail addresses entered. Getting IBM Tivoli Service Level Advisor up and running 121 . separated by commas. Click Next to continue with the configuration of the e-mail notification method. Figure 4-32 Configuring e-mail notification 13. but who want to stay informed. This might be reserved for supervisory personnel or other people who may not deal directly with the violation or trend information. Specify the following: E-mail subject line Violation message This is a subject line for the e-mail message. for additional people you want notify with the message.You will be prompted to format the e-mail notifications as shown in Figure 4-33 on page 122.

The confirmation dialogue window of the various ITSLA features that you intend to install appear as shown in Figure 4-34 on page 123. 122 Introducing IBM Tivoli Service Level Advisor . Figure 4-33 Configuring e-mail notification .Trend canceled message This is the text of the message that is sent when a previously identified trend toward a violation no longer exists. 14.Part 2 Click Next to continue with the installation. Click Next to start the installation.

The InstallShield Wizard window appears after a few minutes informing you as to whether the installation of ITSLA was successful. enter the following command to start the installation wizard: # . Chapter 4.sh 2. 3.5./install. The dialogue window for the ITSLA Server installation directory appears. Click Finish to exit the wizard. Click Next. perform the following steps: 1.5 ITSLA Task Drivers installation The IBM Tivoli Service Level Advisor Task Drivers must be installed on the same machine as the IBM Console. 4. We used the default value /opt/TSLA. Getting IBM Tivoli Service Level Advisor up and running 123 . Click Next. From the directory where the ITSLA CD-ROM is mounted. In order to have the ITSLA Tasks Drivers component installed. The InstallShield Wizard dialogue window for IBM Tivoli Service Level Advisor installation is the first window to appear.Figure 4-34 ITSLA Server installation confirmation window 15.

Default value is db2inst1. The DB2 user information for remote access to the ITSLA Databases installed on the ITSLA Database Server machine. The ITSLA installation options dialogue window appears.1 and SLM Task Drivers options are selected. This is the fully qualified host name of the machine that contains the ITSLA Database component. This is the sign-on password for the above user ID. Figure 4-35 ITSLA Task Drivers component installation 5. Uncheck the SLM Server and the SLM Reports options and make sure that only the IBM Tivoli Service Level Advisor 1. In the dialogue window you are prompted to provide the information below. We kept all the default values. Default value is dyk_cat.4. The dialogue window for the ITSLA Database appears as shown in Figure 4-26 on page 115. Password DB Server host name 124 Introducing IBM Tivoli Service Level Advisor . Database name User ID Specifies the name of the ITSLA Database. Click Next. as shown in Figure 4-35.

Chapter 4. Getting IBM Tivoli Service Level Advisor up and running 125 . Figure 4-36 ITSLA Task Drivers communication ports 7. Click Next to start the installation. Click Next to continue. 6. The Installation proceeds by asking the fully qualified host name and communication port for the ITSLA Server machine. Default value is 50000. The default value of 9980. ITSLA Server communication port Click Next to continue. ITSLA Server host name The fully qualified host name of the machine on which the ITSLA Server is located. You should provide the values used during the installation of the ITSLA Server component. as shown in Figure 4-36. The confirmation dialogue window appears as shown in Figure 4-37 on page 126.DB Server port number This is the communication port number or the service name of the server database manager instance that contains the ITSLA Database Server.

2 (Fixpack 5 included) for UNIX IBM WebSphere Application Server ITSLA Reports Server 126 Introducing IBM Tivoli Service Level Advisor . Click Finish to exit the wizard. A dialogue window appears after a few minutes informing you as to whether the installation of ITSLA Task Drivers was successful. Do not restart your system right away. The ITSLA Reports machine will host the following components: IBM DB2 Universal Database Enterprise Edition Client Version 7.Figure 4-37 ITSLA Task Drivers installation 8. The InstallShield Wizard window appears informing you that it has successfully installed ITSLA. 9. Click Next to continue.6 Setting up the ITSLA Reports machine The ITSLA Reports machine will serve our environment by performing all the core functions for Service Level Management reporting. It may take some time for the Tivoli Presentation Services to come back up. It also informs you that the installation program will attempt to restart Tivoli Presentation Services. 4.

Please refer to Getting Started with IBM Tivoli Service Level Advisor Version 1. 3.0./install.1 IBM WebSphere installation and configuration The IBM WebSphere Application Server will provide the support environment for the Java-based servlets of the ITSLA Reports Server component.1. perform the following steps: 1. In order to install IBM WebSphere Application Server AES 4. Select Start the Application Server.5.The installation of the IBM DB2 Universal Database Enterprise Edition Client Version 7. the screen.2 (Fixpack 5 included) for UNIX has already been discussed in 4. You are then prompted to select the type of installation. The installation of all the other components will be discussed in the following sections.1. If you decide to use a different installation method. Getting IBM Tivoli Service Level Advisor up and running 127 . issue the following command from the directory where the IBM WebSphere Application Server CD-ROM is mounted: # . On the following screen you need to specify the installation directories. In this section we describe the IBM WebSphere Application Server installation steps on AIX. shown in Figure 4-38 on page 128 appears. make sure you select the AAT option.6. as it allows us to have an automated integration of the reports servlets. For our environment. When the installation of WebSphere completes successfully. “IBM DB2 Client installation on AIX” on page 106. the ITSLA Reports servlets must be integrated manually. 4. 5. If you decide to use any other supported version of IBM WebSphere Application Server.1. SC32-0834. 2. we decided to use the IBM WebSphere Application Server AES 4. A final installation window informs you that the setup program has finished.sh. such as the WebSphere Application Assembly Tool (AAT).1. as it will automatically install all the required components. We have selected Typical Installation. 4.0. for instructions. Chapter 4. We used the default values /usr/WebSphere/AppServer and /usr/HTTPServer. Logged in as a user with root authority.

Click Db2JdbcDriver. 128 Introducing IBM Tivoli Service Level Advisor . On the Administrator Console window. Update the Server Class Path with the fully qualified path of the DB2 file db2java.zip. expand Resources -> JDBC Drivers -> Db2JdbcDriver. shown in Figure 4-39 on page 129.1. Open a Web Browser and type in the following URL: http://WebSphere_Server:9090/admin Where WebSphere_Server can either be the WebSphere server’s host name or IP address. 7.5. Click Save. “IBM DB2 Client installation on AIX” on page 106.Figure 4-38 IBM WebSphere Application Server configuration panel 6. The path is the same specified during the JDBC code level upgrade described in 4.

Chapter 4./home/db2inst1/sqllib/db2profile Assuming that the db2inst1 is the IBM DB2 instance owner.Figure 4-39 IBM WebSphere configuration 8. You should insert the following at the end of root’s . 9./startServer./stopServer. You should recycle the IBM WebSphere Application Server by issuing the following commands: # cd /WebSphere_AppServer_Install_Directory/bin # .profile file: . The IBM WebSphere Application Server runs as root and requires access to the IBM DB2 environment.sh # . Getting IBM Tivoli Service Level Advisor up and running 129 .sh Where WebSphere_AppServer_Install_Directory is the directory where you installed the IBM WebSphere Application Server.

enter the following command to start the installation wizard: # . The dialogue window for specifying the installation directory location of the IBM WebSphere Application Server appears. As described in the previous section. Click Next. 4. From the directory where the ITSLA CD-ROM is mounted. In order to have the ITSLA Reports Server component installed. The InstallShield Wizard dialogue window for IBM Tivoli Service Level Advisor installation is the first window to appear./install.sh 2. The ITSLA installation options dialogue window appears as shown in Figure 4-40.4. We used the default value /opt/TSLA.2 ITSLA Reports Server installation The IBM Tivoli Service Level Advisor Reports Server components must be installed on the same machine as the IBM WebSphere. Uncheck the SLM Server and the SLM Task Drivers options and make sure that only the IBM Tivoli Service Level Advisor 1. 3.1 and SLM Reports options are selected. we used the provided default value /usr/WebSphere/AppServer.6. Figure 4-40 ITSLA Reports component installation 5. The dialogue window for the ITSLA Server installation directory appears. 130 Introducing IBM Tivoli Service Level Advisor . Click Next. perform the following steps: 1. Click Next to continue. Click Next.

The dialogue window for the ITSLA Database appears as shown in Figure 4-26 on page 115. Note also that this node name is case-sensitive. In the dialogue window you are prompted to provide the information below. You need to specify the name that the IBM WebSphere Application Server assigned to the node that identifies the machine on which WebSphere is running. Default value is db2inst1. Chapter 4. Default value is dyk_cat. as shown in Figure 4-41. Be sure to look this name up and do not assume it is your machine host name. We kept all the default values. Database name User ID Specifies the name of the ITSLA Database. Note: This name is not necessarily your machine host name. Getting IBM Tivoli Service Level Advisor up and running 131 .6. The DB2 user information for remote access to the ITSLA Databases installed on the ITSLA Database Server machine. It might be either the short name or the fully qualified name for the machine that was assigned during the WebSphere installation. Figure 4-41 Specify a node name for you ITSLA Report Server 7. The dialogue window for specifying the IBM WebSphere Application Server node name appears.

The InstallShield Wizard window appears after a few minutes informing you as to whether the installation of ITSLA was successful. This is the fully qualified host name of the machine that contains the ITSLA Database component. The confirmation dialogue window of the various ITSLA features that you intend to install appears as shown in Figure 4-42. This is the communication port number or the service name of the server database manager instance that contains the ITSLA Database component.Password DB Server host name This is the sign-on password for the above user ID. 8. Click Finish to exit the wizard. DB Server port number Click Next to continue. Click Next to start the installation. Figure 4-42 ITSLA Report Server installation 9. Default value is 50000. 132 Introducing IBM Tivoli Service Level Advisor .

The following topics are discussed: Source ETLs management Target ETLs management User creation and management Management of ITSLA components Timing considerations for the ITSLA environment Trace and message log files Startup and shutdown procedures Backup and restore of ITSLA © Copyright IBM Corp.5 Chapter 5. Administering IBM Tivoli Service Level Advisor This chapter provides an overview of the administrative tasks to be performed in order to manage the IBM Tivoli Service Level Advisor environment. 2002 133 .

the transformation of such data through various calculations.1 ETL Warehouse Target and Sources configuration Before running the ETL processes. Warehouse Targets. The entire Source ETL process comprises the extraction of application data from the local application source tables. 5.5. The Warehouse Sources. host name. system data source).1 Source ETLs management The Source ETL process is required by the Tivoli Enterprise Data Warehouse for applications wanting to make their data available in the TEDW Central Warehouse database. Source ETLs management is made up of three main activities: Verifying the correct configuration of ETL Warehouse Targets and Sources Scheduling and running the ETL Notifying of the ETL result The next sections will provide information on how to correctly configure the ETLs. and each related Tivoli source application that are ITSLA-enabled are shown in Table 5-1.1. and the storage of the resulting data into the TEDW Central Warehouse database target tables. describe how to schedule and run the ETLs. Table 5-1 IBM Tivoli source application and Warehouse Source and Targets Tivoli application Warehouse sources name Warehouse targets name IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Business Systems Manager IBM Tivoli Monitoring for Transaction Performance (TWSM) IBM Tivoli Monitoring IBM Tivoli Enterprise Console APF_TAPM_Source GTM_OBJECT_Source BWM_TWSM_Source DMN_RIM_Source ECO_TEC_Source APF_TWH_CDW_Target GTM_TWH_CDW_Target BWM_TWH_CDW_Target DMN_TWH_CDW_Target ECO_TWH_CDW_Target 134 Introducing IBM Tivoli Service Level Advisor . you must make sure that the Warehouse Sources and the Warehouse Targets specific to the Tivoli application are correctly defined (user name. password. and how to be notified of the ETLs results. The ITSLA administrator is responsible for running the Source ETL process through the DB2 Warehouse Center Interface.

open the DB2 Warehouse Center from the Tools menu. Verify that the following parameters are correct: Data source name (the database name of where the Tivoli application stores its data) System name (the host name of the database where the data resides) User ID and password (used to access the database where the Tivoli application stores its data) Figure 5-1 Properties window of Warehouse Sources Chapter 5. expand the Warehouse Sources folder. Figure 5-1 shows an example of the configuration for the TAPM Warehouse Source. right click each Warehouse Source shown in Table 5-1 on page 134 and select Properties. Administering IBM Tivoli Service Level Advisor 135 .The ETL Warehouse Sources configuration To define the Warehouse Sources. In the Properties window select the Data Source tab.

The Properties window opens. 3. which can be imported into another Data Warehouse Center. 2. 4. select the Database tab and verify that the following parameters are correct: – Database name (the name of the Central Data Warehouse) – System name (the name of the DB2 system that hosts the TEDW Central Warehouse) – User ID and password (the parameters used to access the TEDW Central Warehouse) Figure 5-2 on page 137 displays the Warehouse Target table screen. If the Schema property is empty and the Name of the tables include the schema name.e: for the TAPM. (This depends on how you created the Tivoli Application database. From the Properties window. right click each table and select Properties. and expand the Warehouse Targets folder. expand the Warehouse Sources folder and then the item related to the Tivoli Application you have chosen (i. The ETL Warehouse Targets configuration To ensure the correct definition of the Warehouse Targets do the following: 1. for information about configuring ODBC connections for source application databases. 3. 136 Introducing IBM Tivoli Service Level Advisor . modify the Table Schema and Table name properties with the values of the Tivoli Application database source. Right click each Warehouse Target. and select Properties. as shown in Table 5-1 on page 134. you must also do the following for the Warehouse Sources: 1. On the Source Table page. Refer to the Tivoli Application related documentation for further details). Important: The source application database must exist and be cataloged as an ODBC System DSN in order to correctly configure the Data Source parameters in the Properties window (Figure 5-1 on page 135).tag). the table name should be the table name without the word “TAPM” to prevent problems when exporting the metadata to an ETL interchange file (*. Click the Tables folder. SG24-6607. the item is APF_TAPM_Source). See Introduction to Tivoli Enterprise Data Warehouse. Open the DB2 Data Warehouse Center from the Tools menu. From the Data Warehouse Center window.In addition to that. For the IBM Tivoli Monitoring for Transaction Performance (TAPM) application. 2. The tables in the warehouse source are displayed on the right-hand side of the window.

To locate these SQL processes. open the DB2 Data Warehouse Center.2 Schedule and run Source ETL This section describes the SQL processes that compose a Source ETL for the Tivoli applications and how to schedule and run a Source ETL process using the IBM Tivoli Monitoring for Transaction Performance (TAPM) as an example. A Source ETL is responsible for transferring data from the source application database to the TEDW Central Warehouse Target tables.1. and expand the Subject Areas folder on the left side of the window. whether differently specified or not. The basic steps described here for TAPM are valid for all other Tivoli source applications. The mapping between the Subject Areas items and the Tivoli source Chapter 5. Different SQL processes exist for each Tivoli source application that implements the Source ETL functionality.Figure 5-2 Tables of Warehouse Targets 5. Administering IBM Tivoli Service Level Advisor 137 .

1.0_Subject_Area. that is APF_TivoliApplicationPerformanceManagement_v1. expand the Subject Areas folder.7) IBM Tivoli Monitoring (Classic Edition Version 3.5 In order to schedule and run the ETL Source Processes for IBM Tivoli Monitoring for Transaction Performance (TAPM).5_Subject_Area IBM Tivoli Monitoring for Transaction Performance (TAPM Version 2.1. 138 Introducing IBM Tivoli Service Level Advisor . From the Data Warehouse Center window.0_Subject_Area ECO_Tivoli_Enterprise_Console_v3.0_Subject_Area DMN_ApplicationEnablement_v3.1 IBM Tivoli Business Systems Manager Version 1.applications is shown in Table 5-2. 3.7.1) IBM Tivoli Monitoring for Transaction Performance (TWSM Version 1. Expanding any of the Subject Areas will reveal a Processes folder containing the SQL processes for implementing the Source ETL process. Expand the Processes item.0_ Subject_Area BWM_TivoliWebServicesManager_v1. as shown in Figure 5-3 on page 139. Each SQL Process is made up of different steps. Expand the item related to the Tivoli source application TAPM. which you can see by expanding the process item. 2.7. perform the following steps: 1. Table 5-2 Subject Areas and related Tivoli applications Subject Area Tivoli application APF_TivoliApplicationPerformanceManagement_v1.7) IBM Tivoli Enterprise Console Version 3.1_Subject_Area GTM_Tivoli_Business _System_Manager_v1.7.7.

Therefore. it should be run only once.Figure 5-3 Processes folder of TAPM Subject Areas 4. all TAPM-related data will be loaded in the TEDW Central Warehouse database through the APF_c10_CDW_Process process. which are used respectively to incrementally extract the ETL processes and to remove old data from the MSMT table by a warehouse process. After you run this step. Administering IBM Tivoli Service Level Advisor 139 . Chapter 5. Inside the Processes folder there are two different processes: – APF_c05_Initialize_Process This is an initialization process that has one step: APF_c05_s010_init. The APF_c05_s010_init step resets the values of the Tivoli Enterprise Data Warehouse Extract_Control and Prune_Msmt_Control tables.

Then click Notification and configure how to be notified of the process result. right click it and select Schedule. right click it and select Schedule. Schedule it to run only once. depending on the amount of data to transfer). 6. as shown in Figure 5-4 on page 141. right click it and select Mode -> Production. the APF_c05_Initialize_Process process must be changing from Development mode to Production mode. To set the APF_c10_CDW_Process steps. Important: If you want to modify the ETL scheduling. To schedule APF_c05_Initialize_Process. 5. This process populates the component. if there is a need to change an existing ETL schedule. select all the steps by holding the CTRL key. Click OK to finish the schedule. 7. Click OK to finish the schedule. and click Add>. It should be run on a periodical basis (daily. you will not be able to modify the schedule settings. right clicking the selection. Then click Notification and configure how to be notified of the process result. or monthly. and measurement tables. you must set the SQL steps to the Development or Test mode. instead of going back to Development. 8. it will be quicker for you to change from Production mode to Test mode. In order for the schedule to be accepted. If the SQL steps are in Production mode. and click Add>. component attribute. and selecting Mode -> Production. 140 Introducing IBM Tivoli Service Level Advisor . To set the APF_c05_s010_init step to Production mode. weekly. Additionally. To schedule APF_c10_CDW_Process. Define the schedule you desire.– APF_c10_CDW_Process This process is made up of five steps that load the TAPM data first from the RIM database into the Tivoli Enterprise Data Warehouse staging tables and then inside the TEDW Central Warehouse database.

Inside the IBM Tivoli Business Systems Manager ETL Processes folder. Define the schedule in the Schedule window and click OK. right click it and select Schedule. the power of the machine involved hosting both the TEDW Central Warehouse and the Tivoli source applications databases. The time needed to perform the Source ETL process depends on the network bandwidth. This process is responsible for both the initialization and the load process. Administering IBM Tivoli Service Level Advisor 141 . the Tivoli application load during Chapter 5. The Source ETL processes will run according to the given schedule. To schedule this process. there is only one process: GTM_co5_LOBState_Process.Figure 5-4 Set to Production mode TAPM Source ETL steps Note: This section describes how to schedule the processes for TAPM.

Registration Target ETL management consists of the following: Source application data collection enablement Scheduling and running the Registration ETL Notification on the results of the Registration ETL processes The next sections provide information on how to perform these activities.5. Remember that the Source ETL processes must complete their processing before the Target ETLs are run. 142 Introducing IBM Tivoli Service Level Advisor .2.1 Registration Target ETL management The Registration Target ETL is in charge of moving the measurement data type. “IBM Tivoli Service Level Advisor Target ETLs” on page 37. transforming. in order to populate the ITSLA Databases with the latest available data. 5. The Registration Target ETL is typically run when it is first installed to populate the ITSLA Database with measurement types already present in the TEDW Central Warehouse database. Source application data collection enablement You can define which source applications can move their data from the TEDW Central Warehouse database to the ITSLA Database through a set of CLI commands. and the amount of data to be transferred. component name. therefore. 5. along with information regarding the various types of data that are available for use in defining and creating SLAs. IBM Tivoli Service Level Advisor initially comes with no source applications enabled. and loading the data. This data includes data measurements from source applications.2 Target ETLs management Target ETLs are responsible for transferring data from the TEDW Central Warehouse database to the ITSLA local databases by extracting. and attribute information of the Tivoli source application from the TEDW Central Warehouse database to the ITSLA Database (DYK_CAT). As explained in 2. these Target ETLs are referred to as the Process Target ETL and the Registration Target ETL.the Source ETL process. you must define these enabled applications before the Registration Target ETL is run. and any time new measurement types are added to the TEDW Central Warehouse database.

/slmenv. dependent on your operating system: – For Windows. .sh from the ITSLA installation directory.In order to list the available source applications and to see if they are enabled for data collection. – For UNIX. perform the following steps: Source the ITSLA environment. Run the following command from an ITSLA command line on the ITSLA Server: scmd etl getApps You will obtain an output similar to that found in Example 5-1. you must run the following command so that data can be transferred from the TEDW Central Warehouse database: scmd etl addApplicationData Source_Code “Application_Name” Chapter 5. Example 5-1 scmd etl getApps command output # scmd etl getApps Measurement Source Code: BWM Application Name: Tivoli Web Services Manager Flag: Y Measurement Source Code: APF Application Name: Tivoli Application Performance Management Flag: Y Measurement Source Code: DMN Application Name: Distributed Monitoring Classic Edition Flag: Y Measurement Source Code: GTM Application Name: Tivoli Business System Manager Flag: Y Measurement Source Code: ECO Application Name: Tivoli Enterprise Console Flag: N # If you have developed your own Source ETL for use with a third-party application and do not see your application listed in the command output (Example 5-1). run the slmenv.bat file from the ITSLA installation directory. execute . Administering IBM Tivoli Service Level Advisor 143 .

Scheduling and running the Registration Target ETL The Registration Target ETL extracts data from the TEDW Central Warehouse database. The Registration ETL uses this table to define which source applications to include. issue the following command: scmd etl disable Measurement Source Code Important: You cannot disable a source application if data for that application is currently being used in a defined customer offering or order. and loads the data into the ITSLA Database (DYK_CAT). It must run prior to the Process Target ETL. or in the Appendix D. To schedule the Registration ETL do the following steps: 1. More detailed information on scmd commands can be found either in the Command Reference for IBM Tivoli Service Level Advisor Version 1.1. Note: The information for which source applications must be included in the Registration ETL process is written inside the Extract_Filter table in the ITSLA Database. running the Process Target ETL before the Registration Target ETL will result in a loss of data or updated information not to be inserted. due to the fact that the Process Target ETL reads data from inside the ITSLA Database to decide which types of measurement data are needed. which for the Tivoli source applications. in order to insert any new measurement data collected by the Tivoli source applications into the ITSLA Database. transforms these records to a format suitable for IBM Tivoli Service Level Advisor. can be found with the scmd etl getApps command output. In order to list which offerings and orders are associated with the source application in question. If you want to disable a source application that you mistakenly enabled or no longer need. If you want to enable a source application that has already been defined. The Registration Target ETL needs to be scheduled daily. type the following command: scmd etl enable Measurement Source Code The Measurement Source Code is a three letter designation. “Command reference” on page 409. From the DB2 Warehouse Center window.There are five Tivoli source applications that come already defined in the ITSLA Database. Being the Registration Target ETL responsible for placing this information inside the ITSLA Database. expand the Subject Areas folder. By default all source applications are disabled. SC32-0833. 144 Introducing IBM Tivoli Service Level Advisor . issue the scmd etl disable Source_Code list command.

Expand DYK_IBMTivoliServiceLevelAdvisor_v1. Right click the DYK_m05_Populate_Registration_Datamart_Process process and select Schedule. Day. Start Date and Time. The Schedule window is shown in Figure 5-6 on page 146. Administering IBM Tivoli Service Level Advisor 145 . End Date and Time parameters. as shown in Figure 5-5. Chapter 5. Figure 5-5 Select schedule for Registration ETL 4. and click Add. Configure the Interval.2. Frequency. 3.0_Subject_Area and the Processes folder.1.

and choose Mode -> Production. The process steps are located on the right-hand side of the Data Warehouse Center window.Figure 5-6 Registration ETL Schedule window 5. They are in the form *_snnn_*. 146 Introducing IBM Tivoli Service Level Advisor . Holding the CTRL key. select all the steps. This will set the ETL into production mode. or to run the Registration Target ETL immediately by performing the following steps: 1. Now that the Registration ETL is scheduled. enabling the schedule you just created. From the Data Warehouse Center window. as shown in Figure 5-7 on page 147. 6. select Warehouse -> Work in Progress. right click the selected items. you can decide to either wait for the process to start at the scheduled time. Click OK to accept the Registration ETL schedule. where nnn is the step number.

as shown in Figure 5-8 on page 148. Find the first step of the Registration Target ETL scheduled to run. Chapter 5.Figure 5-7 Work in Progress selection 2. Administering IBM Tivoli Service Level Advisor 147 . Right click it and select Run now. The first step of the Registration ETL is labeled DYK_m05_s010_Populate_Stage_Data. and its Status column value must be Scheduled.

Figure 5-8 Immediately run the first step of the Registration ETL 3. 4. Wait for the ETL steps to complete successfully. The Work in Progress window shows the ETL steps status. right click it and then select Show Log. If one of the steps fails. 148 Introducing IBM Tivoli Service Level Advisor . as shown in Figure 5-9 on page 149.

3. for guidance on how to determine the problem. Registration ETL results notification setup To be notified of the Registration ETL result. Refer to 8.0_Subject_Area and the Processes folder.Figure 5-9 See log information for failed ETL Registration step 5. Administering IBM Tivoli Service Level Advisor 149 .1. Right click the DYK_m05_Populate_Registration_Datamart_Process process and select Notification. From the DB2 Warehouse Center window. as shown in Figure 5-10 on page 150. perform the following steps: 1. expand the Subject Areas folder. 2. Chapter 5. “Administration issues” on page 343. Examine the log details message window.6.3. The Notification window opens. Expand DYK_IBMTivoliServiceLevelAdvisor_v1.

and/or completion). The Process Target ETL should run only after all enabled Source Application ETLs have inserted their data inside the TEDW 150 Introducing IBM Tivoli Service Level Advisor .2. The Process Target ETL also reads from the ITSLA Database the measurement type data to insert in the ITSLA Measurement Data Mart database. transferring only the latest data that was inserted since the last time the Process Target ETL was run. Choose which Registration Target ETL result you would like to be notified for (success. and the content of the e-mail.Figure 5-10 Configuration of Notification for the Registration ETL 4.2 Process Target ETL management The Process Target ETL is in charge of moving measurement data from the TEDW Central Warehouse database into the ITSLA Measurement Data Mart database (DYK_DM). 5. Click OK to complete the Notification task. The Process Target ETL implements an incremental extract feature. failure. 5. the Mail server to use. the users to notify.

Administering IBM Tivoli Service Level Advisor 151 . Chapter 5. Process Target ETL management consists of the following: Scheduling and running the Process Target ETL Notification of the Process Target ETL results Expiration of measurement data management Scheduling and running the Process Target ETLs The Process Target ETL is in charge of moving data from the TEDW Central Warehouse database (TWH_CDW) to the ITSLA Data Mart database (DYK_DM).0_Subject_Area and the Processes folder. Being that the SLA evaluation frequency for IBM Tivoli Service Level Advisor has a minimum value of one per day. Right click the DYK_m10_Populate_Measurement_Datamart_Process process and select Schedule. More considerations regarding the scheduling of the Process Target ETL are discussed in 5.5. In order to have a consistent and reliable SLA evaluation. 2. The data stored in the ITSLA Measurement Data Mart database is used to perform the SLA evaluation. From the DB2 Warehouse Center window. In order to schedule the Process Target ETL. 3. perform the following steps: 1. “Timing considerations for the ITSLA environment” on page 193. Expand DYK_IBMTivoliServiceLevelAdvisor_v1.Central Warehouse database and after the initial run of the Registration Target ETL. expand the Subject Areas folder.1. as shown in Figure 5-11 on page 152. the Process Target ETL must run at least once a day in order to provide the data for the evaluation process. the Process Target ETL must run daily for the latest available information to be inserted in the ITSLA Database. It must run after the completion of the Registration Target ETL in order to extract relevant source application information from the ITSLA Database to insert to the ITSLA Measurement Data Mart database.

Configure the Interval. 152 Introducing IBM Tivoli Service Level Advisor . and click Add. End Date and Time parameters. Frequency. Start Date and Time. Day. The Schedule Window is shown in Figure 5-12 on page 153.Figure 5-11 Select Schedule for Process ETL 4.

right click the selected items.Figure 5-12 Define Schedule for Process ETL 5. Now that the Process ETL is scheduled. select Warehouse -> Work in Progress. Administering IBM Tivoli Service Level Advisor 153 . and choose Mode -> Production. you can decide to either wait for the process starting at the scheduled time. as shown in Figure 5-13 on page 154. Chapter 5. From the Data Warehouse Center window. They are in the form *_snnn_*. The process steps are located on the right-hand side of the Data Warehouse Center window. select all steps. or you can run the Process ETL immediately by performing the following steps: 1. Holding the CTRL key. 6. Click OK to accept the Registration ETL schedule. where nnn is the step number.

Figure 5-13 Start Work in Progress tool 2. Right click it and select Run now. and its Status column value must show Scheduled. The first step of the Process Target ETL is labeled DYK_m10_s010_Populate_SLM_Msmt_Staging. Find the first step of the Process Target ETL scheduled to run. 154 Introducing IBM Tivoli Service Level Advisor . as shown in Figure 5-14 on page 155.

“Administration issues” on page 343. expand the Subject Areas folder. right click it and select Show Log. perform the following steps: 1. Chapter 5. The Work in Progress window shows the ETL step status.6.1. Wait for the ETL to complete successfully. 2. Expand DYK_IBMTivoliServiceLevelAdvisor_v1. for guidance on how to determine the problem. If one of the steps fails. Refer to 8. Administering IBM Tivoli Service Level Advisor 155 . Examine the log details message window.0_Subject_Area and the Processes folder.3.Figure 5-14 Manually run the first step of the Process Target ETL 3. 5. 4. From the DB2 Warehouse Center window. Process ETL results notification setup In order to be notified of the Process ETL result.

5. 156 Introducing IBM Tivoli Service Level Advisor . Choose which Process Target ETL result you would like to be notified for (Success. Completion). and the content of the e-mail.3. the mail server to use. Click OK to complete the Notification task. The Notification window opens. Failure. as shown in Figure 5-15. the users to notify. Figure 5-15 Start Notification dialogue for Process ETL 4. Right click the DYK_m10_Populate_Measurement_Datamart_Process process and select Notification.

SC32-0833. type the following command: scmd etl setData Expiration 30 More detailed information on scmd commands can be found either in the Command Reference for IBM Tivoli Service Level Advisor Version 1.1. 5. Example 5-2 scmd etl getDataExpiration command output # scmd etl getDataExpiration The data is set to expire every 63 days # 3. The ITSLA Measurement Data Mart database can grow very quickly. Chapter 5. This time interval is customizable through CLI commands. Open a command prompt interface (or a shell window) on the ITSLA Server machine. perform the following steps: 1. there are two different types of users who can be managed by the ITSLA administrator as follows: IBM SLA Console users are responsible at different levels to define and manage the service level agreements in the company. To change the time interval expiration data to 30 days. “Command reference” on page 409. or Appendix D. depending on the amount of data your applications capture and insert into the TEDW Central Warehouse database.Expiration of measurement data management IBM Tivoli Service Level Advisor analyzes availability and performance measurement data stored in the ITSLA Measurement Data Mart database. 2. Administering IBM Tivoli Service Level Advisor 157 .3 User creation and management In the IBM Tivoli Service Level Advisor solution. Type in the following command to obtain the set expiration time interval: scmd etl getDataExpiration The output of this command is shown in Example 5-2. In order to customize the expiration time interval. Data inside the ITSLA Measurement Data Mart is initially set to be deleted after a default expiration interval of 63 days.

Further. making them available for customer orders. Able to create and manage customers and realms and can associate customers with defined service offerings. the SLA administrator can perform administrative tasks.1 IBM SLA Console user management The ITSLA administrator is in charge of creating. They have no access to the IBM Console and cannot perform any of the administration tasks used by the IBM ITSLA Console users. they may perform one or more of the following tasks: – – – – – Manage schedules Manage offerings Manage customers Manage orders Manage realms IBM SLA Report users have access to IBM SLA reports. IBM Tivoli Service Level Advisor creates the following predefined portfolio roles in the IBM Console: SLA administrator Grants the user access to all tasks related to managing and creating offerings. refer to Introduction to Tivoli Enterprise Data Warehouse. They can be created and customized through a set of CLI commands executed on the ITSLA Server. 5. Creates service offerings and associated schedules. customers. During the installation process. defining. IBM Tivoli Service Level Advisor uses the same role-based concept for access control to administer its security features as the Tivoli Enterprise Data Warehouse product. SG24-6607. Service ordering specialist Customer order specialist 158 Introducing IBM Tivoli Service Level Advisor .Through the IBM Web Console. For more information on the concept of a role-based security policy. orders. and customizing the users depending on their responsibilities in managing the service levels of the company. information on how to manage IBM SLA Console users and SLA Report users is provided. In the following sections. which can be accessed through a supported Web browser. schedules.3. and realms. such as the back up and restore of product code and measurement data. depending on their authorization level. and logging and tracing functions.

Manage schedules. Manage customers. Administering IBM Tivoli Service Level Advisor 159 . Manage realms. 2. where the default password is password. Work with Reports. Administer users and roles. 1. Chapter 5. Manage orders.Mapping between the SLA predefined roles and SLA tasks is indicated in Table 5-3. Manage customers. The icon located on the desktop labeled IBM Console is Java-based and is used primarily for turning the tracing function on and off and viewing the message logs. Manage realms. Log on as the superadmin user. Open a supported Web browser and enter the following URL: http://hostname:port/IBMConsole Where hostname is the machine where Web Services for IBM Console Server is running and port is the appropriately assigned port. Manage orders. 3. The Web-based IBM Console should be used for all administrative purposes. Table 5-3 IBM SLA roles and associated tasks on the IBM Web Console IBM SLA role Task group and associated tasks Service offering specialist Administer service offering. Manage offerings. In the following steps we show how to create a user with the service offering specialist role in our environment. Manage schedules. Manage offerings. Customer order specialist SLA administrator ITSLA user creation and customization The creation and customization of ITSLA users is achieved through the IBM Web Console. Note: There are two different versions of the IBM Console included with IBM Tivoli Service Level Advisor. such as what is covered in the following sections. Administer customer orders. The IBM Web Console is shown in Figure 5-16 on page 160. Administer SLM. The superadmin user has full access to all resources and is granted all roles.

On the right side of the window. since the superadmin user has been used to log in with.Figure 5-16 IBM Web Console 4. You can perform any task inside the task groups. Click the Administer Users and Roles task group to expand it. 160 Introducing IBM Tivoli Service Level Advisor . On the left side of the console. as shown in Figure 5-17 on page 161. 5. and then click the Create a User task. you will find the task groups available to the user. the Create a user dialogue window opens in the General window.

the user name will be set to Michael and password to default. as shown in Figure 5-18 on page 162. Chapter 5. Click the Roles tab to define the level of authorization to give to the user.Figure 5-17 User creation task in the General window 6. The IBM Console User role is assigned by default and is necessary to access the IBM Console. 7. Note: The Primary role defines only which banner and welcome page are shown on the IBM Console for that user. For our example. 8. Enter the values your prefer in the designated fields. Administering IBM Tivoli Service Level Advisor 161 . For our example. the service offering specialist role was also assigned to the user.

162 Introducing IBM Tivoli Service Level Advisor . 11.Figure 5-18 Service offering specialist role selection 9. Click OK to create the user.Now sign off the IBM Web Console and log on as user Michael.The IBM Web Console is shown in Figure 5-19 on page 163. As depicted. the user Michael has access only to the Administer Service Offering task group and can perform the Manage Schedules and Manage Offerings tasks. password default. 10.

an ITSLA user can be provided with very broad or very limited access to report data. and tasks are shown in Table 5-3 on page 159. the evaluation results are aggregated into reports that can be accessed through a supported Web browser. task groups. Chapter 5. 5. “Service level Reports with ITSLA” on page 217.2 ITSLA Report users management After the ITSLA Server evaluates the violations and trends of measurement data against the defined service levels agreements. Administering IBM Tivoli Service Level Advisor 163 .3. Depending on the assigned authentication level. Chapter 6. provides a great deal of information on ITSLA reports.Figure 5-19 IBM Console starting page for service offering specialist user The mapping between the ITSLA predefined roles.

External: A user can access reports of a specific customer or a specific realm.1. Default user password is password. Restricted: A user can access reports of a specific customer or a specific realm.jsp. There are three possible values: executive. A realm is a group of customers.jsp portal page. This variable sets the authorization level of the users and can assume three different values (1.4.2. However.jsp. The values and their associated authorization levels are described in Table 5-4. The Web Report user can view only reports regarding these groups of customers.3. “Creating Reports users” on page 237. and 3).jsp portal page. as defined in 5. Realm Portal page View Table 5-4 View values and authorization levels for Report users View value Authorization level 1 2 3 Unrestricted: A user can see reports for any customer or realm. Default user password is password. which displays the Customer Order Ranking view. 2. refer to 6. as follows: Executive This user accesses reports starting from the executive.jsp. These values are Web portal pages located on the ITSLA Reports Server. “Management of orders” on page 179. which displays the Customer Ranking view. or both. customer. The installation creates three default user IDs with the view value set to unrestricted.The level of authentication assigned to the user depends on the four different variables defined below: Consumer Also known as a customer. Customer 164 Introducing IBM Tivoli Service Level Advisor . the ITSLA user can be associated with a consumer and will only be able to see the reports for that specific consumer. For more information regarding a Report users authorization level. a user cannot view data marked for internal use only. The initial Web page that the user views after a successful login to the reports server. or both. and operations. This user accesses reports starting from the customer.

and data access for only the MyCompany consumer and realm Test.jsp # 4. Default user password is password. userID=Sawyer.jsp portal page. Chapter 5. On the ITSLA Server machine. Example 5-4 scmd sla AddUser command output # scmd sla AddUser -name Sawyer -password Jack -view 2 -consumer MyCompany -realm Test -page customer. Example 5-3 scmd sla listUser command output # scmd sla listUser name view consumer realm page -------------------------------------------------------------------------------------------customer unrestricted customer. ITSLA Report user creation The following steps define the process to create a new ITSLA Reports user: 1.jsp?fsd=mtd executive unrestricted executive. a user will be defined with an ID of Sawyer. Administering IBM Tivoli Service Level Advisor 165 .jsp The output of the command is shown in Example 5-4. open a command prompt (or shell window) and source the ITSLA environment by running the slmenv script from the ITSLA installation directory. Type the following command to list the current users of ITSLA Reports: scmd sla listUser The output of the command is shown in Example 5-3.jsp DYKSL0017I A user was added successfully. For our example. page=customer. 2.jsp?fsd=r7d # 3. The user is created with the following command: scmd sla AddUser -name Sawyer -password Jack -view 2 -consumer MyCompany -realm Test -page customer. realm=Test. password=Jack consumer=MyCompany. Authority=2:restricted user. which displays the Offering Component Ranking view. Logging in to the ITSLA Report server as user Sawyer will display a screen like that shown in Figure 5-20 on page 166.Operations This user accesses reports starting from the operations.jsp?fsd=mtd operations unrestricted operations. a password of Jack.

Figure 5-20 Log in with user Sawyer to ITSLA Reports

Table 5-5 contains a list of commands used to manage the ITSLA Report users. For further information refer to Appendix D, “Command reference” on page 409, or the Command Reference for IBM Tivoli Service Level Advisor Version 1.1, SC32-0833.
Table 5-5 User manipulation commands
Web Report user command Description

scmd sla listUser scmd sla addUser

Lists the users and their characteristics. Creates a new user able to access reports when logging in to the ITSLA Reports Server. Changes the permissions of a user Deletes a user.

scmd sla changeUser scmd sla deleteUser

166

Introducing IBM Tivoli Service Level Advisor

5.4 Management of ITSLA components
In this section we will describe how to create and manage the ITSLA elements that form a service level agreement contract. The IBM Tivoli Service Level Advisor elements that comprise a service level agreement contract are offerings, schedules, orders, customers, and realms. These elements’ definitions and relation to the ITSLA environment have already been covered in 2.3, “Important ITSLA concepts and terminology” on page 26. In this section, information regarding the creation, configuration, and customization of the ITSLA elements through the IBM Console is discussed.

5.4.1 Management of offerings
An offering is a template used to outline one or more services that are part of a defined service level agreement. Offerings must be associated with a business schedule that define when and how in the business timeline the service level objectives are evaluated. The following steps describe how to create an offering through the IBM Web Console. 1. Log on to the IBM Web Console as a user with the service offering specialist role or SLM Administrator role (for information on the ITSLA user roles, see 5.3.1, “IBM SLA Console user management” on page 158). For our example, the superadmin user is used. 2. After the IBM Web Console opens, select the Task Group Administer Service Offerings to view the available tasks, and click the Manage Offerings task. The Manage Offering window is shown in Figure 5-21 on page 168. 3. Click the Create button. 4. Insert the offering name, a description of the offering, and the SLA type related to the offering. There are three SLA types available for use: External Refers to service levels provided to your end users by the service provider. Reports for the service level evaluation results can be accessed by the end users. Refers to internal service levels in your company that cannot be accessed by external end users. Refers to the user of a service and the service provider. In the event that the service provider is a customer who is using ITSLA, and whose SLA services are being monitored by another provider, no evaluation or monitoring of metric values by ITSLA will result for the customer.

Internal Outsourced

Chapter 5. Administering IBM Tivoli Service Level Advisor

167

Select the SLA type you prefer and click Next. For our example, the External SLA Type was selected.

Figure 5-21 Manage Offerings window

5. The Select Schedule window opens. Use an existing schedule by clicking the related radio button, or create a new schedule by clicking Create Schedule. 6. After the Create Schedule window opens, as shown in Figure 5-22 on page 169, insert a schedule name and decide on the period you would like to assign to the schedule. As the period table is initially empty, create a new period by clicking Create Period. Note: A schedule is made up of periods that divide the timeline into specific intervals, with all periods having a specific state (critical, prime, standard, off-hours, no impact, or no-service). Each period defines the importance of the time frame for the metrics evaluation. For instance, the no-service state is usually defined for a maintenance period or any other period when you do not want metric evaluations to take place.

168

Introducing IBM Tivoli Service Level Advisor

Figure 5-22 Create Schedule window

7. The Create Period window is displayed, as shown in Figure 5-23 on page 170.

Chapter 5. Administering IBM Tivoli Service Level Advisor

169

Figure 5-23 Create Period window

Insert the following parameters: a. Select the desired period state. There are seven available period states, each described below: Critical Indicates a time interval during which there is a very high usage of the business application. Service level objective (SLO) values may need to be set higher than usual during this time period. Indicates a time interval during which the provided service level is of high importance. The SLO values may be set to a higher than usual value, but lower than the Critical period value.

Peak

170

Introducing IBM Tivoli Service Level Advisor

Prime

During this time interval, the business application performance is important, but is not as critical as the previously defined states. Consider setting the SLO values to a value slightly higher than what would be considered normal for the respective business application. Denotes a time interval during which the business application must provide an acceptable level of service. The values for each SLO may represent a normal setting for the business application. Indicates a time interval during which there is a low usage of the particular business application. Service Level Objective values may be set to a lower than normal value during this period. During this time period, the business application will not experience much usage, therefore setting the Service Level Objectives to a very low value is acceptable. Maintenance periods are usually placed within this time period. During this interval, ITSLA will continue to collect data, but Service Level Objectives can not be defined because ITSLA evaluations will not occur.

Standard

Low-impact

Off-hours

No-service

b. Select the desired Time Interval parameters: • • • Start time of the period End time of the period Appropriate time zone

c. Define the repeating frequency: Single date, daily, weekly, monthly. d. Click OK. Note: The time zone chosen for the period is relative to the local time zone where the ITSLA Server is located. For more information on the time zone considerations, refer to 5.5, “Timing considerations for the ITSLA environment” on page 193.

8. Your new schedule is shown as being available, as displayed in Figure 5-24 on page 172. Click Next to continue.

Chapter 5. Administering IBM Tivoli Service Level Advisor

171

Figure 5-24 Select Schedule window with a new schedule defined

9. The Create Customized Offering Components window opens, containing the available metrics for the offering. Click Create to create and configure a new offering component.

172

Introducing IBM Tivoli Service Level Advisor

Figure 5-25 Resource Type tree

10.The Create Offering Component dialogue window is displayed. Expand the Resource Type Tree to view the source application components that are available to choose from, as shown in Figure 5-25. Components that are available will be shown in bold. Be sure to fully expand each component section so that all available components can be viewed. If an application has not been enabled, it will not appear in the this list. Refer to “Source application data collection enablement” on page 142, for more information. 11.Selecting one of the available components will insert the name of the chosen component into the Selected Resource Type form. For our example, the Tivoli Web Services Manager QoS Job was chosen as the offering component to configure. Click Next to continue.

Chapter 5. Administering IBM Tivoli Service Level Advisor

173

Figure 5-26 Select QoS ROUNDTRIPTIME metric to configure

12.The Select Metrics window opens, displaying the available metrics for the chosen component. For our example, the ROUNDTRIPTIME metric was chosen, as shown in Figure 5-26. Click Configure after selecting the desired metric. 13.The Configure Service Level Objective screen appears, as shown in Figure 5-27 on page 176. The parameters available for the SLO configuration are as follows: – Include metric in offering: Check this box to include the metric in the offering. – Internal use only: Check this box if the metric data is for internal use only. Checking this box will cause the associated metric data to not be included in the SLA Reports that users can view through the ITSLA Report Interface.

174

Introducing IBM Tivoli Service Level Advisor

and monthly. Available values are daily.5. which determines how often data inside the ITSLA Databases are analyzed for SLO violations. refer to Chapter 5. and monthly. – Start time Hours and Minutes for the SLO evaluation: Start time of the SLO evaluation. Chapter 5. Administering IBM Tivoli Service Level Advisor 175 . “Timing considerations for the ITSLA environment” on page 193. For more information on time zone issues. determining how often data inside the ITSLA Databases is analyzed to find trends toward potential SLO violations. Available values are daily. weekly. Note: The evaluation is performed on data collected from the day before the evaluation start date. Consider that the time zone specified is relative to the ITSLA Server time zone. weekly.– Interval for SLO evaluation: This parameter sets the SLO evaluation frequency. – Time Zone for SLO evaluation: Local times for the start time of the SLO evaluation. – Interval for SLO trend analysis: This parameter sets the SLO trend analysis frequency.

Performance and availability data collected by the source applications are inserted in the TEDW Central Warehouse in an hourly format. during the evaluation period.Figure 5-27 SLO Configuration dialogue window 14. respectively.Click the Breach Values tab. During SLA violation processing. minimum. Depending on the source application data. the maximum. as shown in Figure 5-28 on page 177. 176 Introducing IBM Tivoli Service Level Advisor . These values must be defined for any period in the schedule. and average value is weighted over a one hour period and is then inserted into the TEDW Central Warehouse. Maximum and Average: These values set the threshold for the chosen metric. The Breach values screen is displayed. the maximum and minimum values are evaluated to the highest and lowest single hourly value reported. Each parameter is defined as follows: – Minimum.

the IBM Tivoli Business Systems Manager application metrics has only the average value. Administering IBM Tivoli Service Level Advisor 177 . you would choose actual average less than supplied average and would insert the desired value in the Average field. For instance. – In the drop-down menu.Note: Certain source applications will not have the minimum. determine if the violation will occur when the actual average is higher than the supplied average or is lower than the actual average. choose actual average greater than supplied average and insert the desired value in the Average field. and average field. maximum. but instead will only have an average field. For example. Another example may be if you want to receive a violation when a server’s disk free-space is under a certain value. Figure 5-28 Configuration dialogue window for SLO breach values Chapter 5. In this case. if you would like to receive a violation notice when the average response time of a Web application is greater than a certain value.

click Next. At this time you can choose to save the offering as a draft in order to work on it later. This component name and its description will appear at the time of creating the customer order. or to publish the offering so that is available for customers. 18. and follow the same steps starting with step 10 on page 173. Click Finish to complete the offering creation. click the Create button. If you would like to add additional components to your offering.The Confirm Offering dialogue window displays.Click OK when the SLO breach value configuration is complete. 16. 178 Introducing IBM Tivoli Service Level Advisor . Figure 5-29 Create Customized Offering Components window 17.The Define Component Information window opens.The Create Customized Offering Components window opens. You can configure all the remaining metrics following the same steps. as shown in Figure 5-29.15. When you are finished adding components. click Next in the Select Metrics window. as shown in Figure 5-30 on page 179. When you are finished configuring the metrics. Insert a name and a description and click Finish to complete the offering component creation.

4. for further details). is called an order.2 Management of orders The offerings and their related schedule creation processes have been defined in 5. This association. Chapter 5. along with the specification of particular resources to include in the SLA contract. You may now complete the SLA creation process by associating customers and realms with previously created offerings and schedules.3.1. “User creation and management” on page 157.4. Administering IBM Tivoli Service Level Advisor 179 . or SLM Administrator role (see 5. “Management of offerings” on page 167. Order creation The order creation process consists of the following steps: 1.Figure 5-30 Confirm Offering window 5. Log on to the IBM Web Console with the customer order specialist.

as shown in Figure 5-31. as shown in Figure 5-32 on page 181. The Manage Orders window opens. Click Create. Click Create Customer to associate a new customer with the order or select from an existing customer in the provided list. Figure 5-31 Manage Orders window 3. Click the Administer Customer Orders task group to expand it and click Manage Orders to start the order creation process. The Select Customer dialogue window displays.2. 180 Introducing IBM Tivoli Service Level Advisor .

For our example. Chapter 5. Administering IBM Tivoli Service Level Advisor 181 . 5. Choose an existing realm from the Realms table or click Create Realm to define a new one. insert a realm name and description and click OK.Figure 5-32 Select Customer dialogue window 4. The Create Customer window opens. If you decide to create a new realm. the All XYZ Customers realm is used.

Figure 5-33 Create Customer window with a new realm defined 6. 182 Introducing IBM Tivoli Service Level Advisor . After creating the realm you are presented with the Create Customer screen. the Second XYZ Customer is defined as the new customer. Click OK. For our example. Select one of the realms and insert a customer name and description. The new realm is now present in the Realms table. as shown in Figure 5-33.

The Select Offering window opens. Administering IBM Tivoli Service Level Advisor 183 . Chapter 5. After selecting the desired customer click Next to continue. Choose the offering that is to be associated with the customer and click Next.Figure 5-34 Select Customer dialogue window with new customer defined 7. 8. as shown in Figure 5-34. The Select Customer window opens.

For each offering component you must assign the resources that will be evaluated for this customer order. the Tivoli Web Services Manager QoS Job was selected.Figure 5-35 Assign Resources to order offering component 9. as shown in Figure 5-35. The Assign Resources window opens. For our example. Select the desired component and click Assign. 184 Introducing IBM Tivoli Service Level Advisor . The offering components table is displayed in the window.

You must add the resources to the chosen offering component that will be included in the service level evaluation.The Select Resource Definition Type window opens. allowing you to choose a filter to create a list of resources. There are three filtering criteria: – Specifying a resource name: The fully qualified path names you specify are used to create the static resources list. Administering IBM Tivoli Service Level Advisor 185 . the Resources table will appear empty.Figure 5-36 Include Resources dialogue window 10. Initially. Chapter 5. 11. – Specifying resource attributes: The resource attribute names you specify are used to create a static list of resources. If you choose to use a wild card character (*).The Include Resources window opens. as shown in Figure 5-36. Click Add. all the component resources are displayed in the list.

If a new resource is inserted in the ITSLA Databases and matches the wild card value. Figure 5-37 Select Resource Definition Type dialogue window 12. specify the resource name filter.– Specifying a resource list rule: If you choose a wild card value. a list of all resources that match the wild card value will be inserted in the resources list of the offering component. Click Next to display the resource list. For our example.In the Filter Resources by Name dialogue window. as shown in Figure 5-37. then new associated resources will be automatically added to the list. Click Next. the Specify a resource name filter option is selected. which will display all resources. the wild card (*) character is used. 186 Introducing IBM Tivoli Service Level Advisor . For our example.

each resource monitored by the different Tivoli applications is displayed.Figure 5-38 Select Resources window 13. Chapter 5. You may select as many resources here as you would like. For our example. Click Finish. Administering IBM Tivoli Service Level Advisor 187 . as shown in Figure 5-38. a specific Web site being monitored by the IBM Tivoli Monitoring for Transaction Performance (TWSM) application is selected. In this dialogue window.The Select Resources window displays the resources that can be included in the service level evaluation.

click OK. 188 Introducing IBM Tivoli Service Level Advisor .The Include Resources window opens with the new resource defined. When you finish. as shown in Figure 5-39.T Figure 5-39 Include Resources window with a new component defined 14. If you would like to add a new resource to the resource table. go back to step 9 on page 172.

If you are logged in to the IBM Web Console with a user who has the customer order specialist or Administrator role assigned.The last window of the order creation process opens. When an order is in this state.Figure 5-40 Assign Resources window with a complete offering component 15. Viewing an order’s SLA state Once the order has been submitted. Review the order details and then click Submit to activate the Service Level Agreement. click Next. displaying the new offering component whose state is complete.The Assign Resources window opens. If not. it is placed in the Complete state. the associated SLA is ready for analysis and the results will be made available for reporting following the evaluation. Administering IBM Tivoli Service Level Advisor 189 . Chapter 5. click the Assign button. 16. as shown in Figure 5-40. you can view and manage the available submitted orders by expanding the Administer Customer Orders task and selecting Manage Orders. If you would like to assign additional resources. Figure 5-41 on page 190 displays the Manage Orders screen.

If you would like to find out more information for a particular order. you can click the SLA State tab to view the violations that have been received. and Offering Components. the SLA state. This screen will provide you with most of the information located on the Manage Orders screen. select the order and click View at the bottom of the screen. and the date on which the order was last modified. You will now be presented with the View Order screen. If the order you selected to view is in the Violation state. such as the order ID. the order state. Order State. On the left side of the View Order screen. under the General heading.Figure 5-41 The Manage Orders screen A great deal of information regarding your orders can be found on this screen. 190 Introducing IBM Tivoli Service Level Advisor . you can choose from three additional views: SLA State. the offering that is associated with the particular order. but with some additional functionality. the customer name. Figure 5-42 on page 191 shows what the SLA State screen may display.

Administering IBM Tivoli Service Level Advisor 191 .Figure 5-42 SLA State screen You can view when the violation was detected and for what metric and component the violation was received. The View Violation screen is shown in Figure 5-43 on page 192. Clicking the Offering Components tab on the View Order screen will display the offering components that are part of the order. To see the actual metric and breach values that caused the violation. Through the next series of screens. you can view the settings you made when creating each offering component. Chapter 5. select the violation you wish to view and click the View Violation button located under the table. By clicking the Order State tab on the View Order screen. You can drill down deeper into each component by selecting it and clicking the View Resources button. Click the Close button to leave this screen and return to the View Order screen. you can view the state of the selected order along with the state of the associated offering components. Click the Close button to leave this screen.

192 Introducing IBM Tivoli Service Level Advisor . the following criteria must be first met before an order can be deleted: The order state of the order you would like to delete must be Canceled. there can be no violation or trend data associated with the order you want to delete. However. If it is necessary to delete an order that does not meet the above criteria. contact Tivoli Customer Support. In the ITSLA Database. Failed. or Deploy Failed.Figure 5-43 View Violation screen Order deletion It is possible to delete customer orders once they have been submitted if the defined SLA is no longer needed.

from the TEDW Central Warehouse database to the ITSLA Database and the ITSLA Measurement Data Mart databases. information is provided regarding the scheduling of ETLs and the ITSLA evaluation process. Administering IBM Tivoli Service Level Advisor 193 . Source ETLs are responsible for transferring and transforming source application data into the format required by the Tivoli Central Data Warehouse. The Registration Target ETL and Process Target ETL are the ITSLA Target ETL processes that transfer data. Chapter 5. respectively. “Applications providing measurement data” on page 46. for how to enable an application to insert data into the Tivoli Data Warehouse and become ITSLA-enabled.5.7. In the following sections.5 Timing considerations for the ITSLA environment The basic data flow in the IBM Tivoli Service Level Advisor environment is shown in Figure 5-44. Refer to 2. IBM Tivoli Service Level Advisor can begin evaluating and analyzing the data for service level agreement violations and for possible violation trends. ET L Source ETL Source Application Database TEDW Central Data Warehouse R eg is tra t ITSLA Database io n s es oc Pr L ET ITSLA Measurement Data Mart Figure 5-44 Data Flow in the ITSLA environment When the latest available data is inserted in the ITSLA Databases.

5.1 Scheduling ETLs In order for all source application data to be transferred efficiently. It is the responsibility of the Tivoli Enterprise Data Warehouse administrator to choose a time period that is most suitable for the scheduling and running of the Source ETLs. the source application administrator must communicate to the Tivoli Enterprise Data Warehouse administrator any changes in the data collection policy. The Process Target ETL must be scheduled to run daily. The Registration Target ETL must run and complete its SQL steps before the Process Target ETL begins its processing.5. Furthermore. it is advisable to run the Registration Target ETL daily. so that the latest data available can be included in the evaluation process. 194 Introducing IBM Tivoli Service Level Advisor . but also on the amount of data being transferred by the Source ETLs. so that the most recent source application data is available. the Process Target ETL transfers data from the TEDW Central Warehouse database to the ITSLA Measurement Data Mart database. The Registration Target ETL populates the ITSLA Database with data from the TEDW Central Warehouse. The Registration Target ETL must run when new measurement data types are inserted by the Source ETLs into the TEDW Central Warehouse database. In a complex environment with many different source applications and many new data measurement types being added daily to the TEDW Central Warehouse database. The following rules should be considered when scheduling the ETLs: The Source ETL data transfer must complete before the Registration Target ETL begins processing. and the Process Target ETL reads data from the ITSLA Database to determine what data is to be transferred to the ITSLA Measurement Data Mart. where IBM Tivoli Service Level Advisor then evaluates this data against the defined service level agreement. the source application administrator and the Tivoli Enterprise Data Warehouse administrator must devise a common data transfer policy. Because of this. or when new source applications add their data into the TEDW Central Warehouse database. This will depend not only on the network capacity. The Process Target ETL must start its data transfer after the Registration Target ETL completes. so that the data transfer process will experience optimal network performance.

At the configured start time. The following time zone issues must be considered when defining a service level agreement: The time zone of the customer that has a SLA with your company The time zone used by the ITSLA Server component The time zone of the ITSLA administrator (the administrator might be located in a different time zone from the ITSLA Server) Consider that when you define a time zone on the ITSLA Server.2. “Management of orders” on page 179). the evaluation will Chapter 5. it is always relative to the ITSLA Server’s time zone. In the case of a weekly evaluation frequency. and should be kept in mind when defining the business schedule periods (see step 7 on page 169). For instance. Administering IBM Tivoli Service Level Advisor 195 .5. then the evaluation start time will be set for 10:00 PM (EST is three hours ahead of PST). the time range of the evaluation begins at 12:00 AM on the first day of the previous month and ends at 11:59 PM on the last day of the previous month. Keep in mind that when you set a daily evaluation frequency for a SLO.2 ITSLA evaluation schedule and time zone considerations IBM Tivoli Service Level Advisor evaluates the data inside its data marts in order to determine violations and trends toward potential violations for SLOs configured during order creation (see 5. The start time and the frequency of the SLO evaluation and trend analysis is determined during the configuration of the service level objectives (see step 12 on page 174). and the ITSLA Server is located in Los Angeles using Pacific Standard Time (PST). the time range of the evaluation begins at 12:00 AM on the Sunday of the previous week and ends at 11:59 PM on the Sunday of the current week. Time zones are specified during the SLO evaluation and trend analysis configuration. a daily frequency time interval defines the start time as 12:00 AM on the previous day and the end time as 11:59 PM on the current evaluation day. the evaluation begins on the day before the evaluation starts. In the case of a monthly evaluation frequency. where the time interval of the analysis depends on the following frequencies: Daily frequency In the case of a daily evaluation frequency. Weekly frequency Monthly frequency In the evaluation scheduling process you must also consider the topic of time zones.4. For example.5. IBM Tivoli Service Level Advisor begins the evaluation process. if you set an evaluation starting at 1:00 AM Eastern Standard Time (EST).

Table 5-6 Local times for SLA evaluation and peak period start times Location Evaluation start time Peak period start time Rome New York Tokyo 4:00 AM 10:00 PM 12:00 AM 12:00 AM 6:00 PM 8:00 AM 5. Because the evaluation needs a certain amount of time to complete (depending on the amount of data to analyze and the available bandwidth). and the ITSLA Server is using PST. but sometimes the schedule is defined in the context of a service. Time zone example Consider the following example scenario to better understand the time zone issue. The SLA contract with the customer in Tokyo contains a business schedule that defines a peak period starting at 8:00 AM and ending at 11:00 AM Tokyo time. two types of log files exist: Message text Trace data log files 196 Introducing IBM Tivoli Service Level Advisor . The SLA contract is with a customer located in Tokyo (GMT + 09:00).6 Trace and message log files In an ITSLA environment. the business schedule has been customized based on customer needs. In this scenario. keeping in mind the business schedule: The ITSLA Server is located in Rome (GMT + 01:00). the evaluation will begin on Monday at 10:00 PM PST and will analyze data for the day before Monday. since the ITSLA Server is in Rome and the evaluation period is to begin at 12:00 AM in Tokyo. the customer will be able to access reports starting at 1:00 AM Tokyo time. and not for a specific customer. and the start time is set by the administrator to 4:00 AM Rome time. For example. up to one hour. being Sunday.occur on the day before the ITSLA evaluation start date.05:00). if there is an evaluation start date set for Tuesday at 1:00 AM EST. the business schedule of a service must always refer to the time zone where the customers of the service area are located. The evaluation frequency is daily. Keep in mind. The ITSLA administrator manages the ITSLA Server from a Web browser located in New York (GMT . which the ITSLA administrator in New York will define using the Tokyo time zone via the ITSLA Web interface. for example.

Writes messages to the console or system.out. 2. and the dimension_of_log_file parameter is a numeric value that expresses the log file dimension in KB. from the ITSLA installation directory./slmenv. 5. The handler object name of the trace log files is trcFile. Handler configuration for the ITSLA Server environment In order to change the number of log files and their dimensions.slm -set maxFileSize=dimension_of_log_file Where maxFileSize is the key needed to change the dimension.1 Handler configuration You can determine how you would like to log trace and message data through the handler configuration.sh. execute . Data collected by loggers are directed to log files by software objects called handlers. Administering IBM Tivoli Service Level Advisor 197 .slm -set maxFileSize=dimension_of_log_file If you want to change the maximum size of the trace data log files.They are both collected by loggers.slm.6. To change the maximum size of the message log files. The default dimension of log files is 512 KB. while the handler object name of the message log files is msgFile. perform the following steps on the ITSLA Server machine: 1. The message and trace data is sent to a serial log file.slm. run the following commands: scmd log handler msgFile. – For UNIX.bat file. There are three types of handlers: Multi-file handler Serial file handler Console handler The message and trace data is sent to a rotating set of log files. from the ITSLA installation directory. run the slmenv. which are IBM Tivoli Service Level Advisor software objects. Initialize and source the ITSLA CLI environment by performing the following: – For Windows. There are three different environments for which you are able to configure handlers: ITSLA Server ITSLA Reports IBM Console Through the handler configuration you can define the number of log files and their dimensions for each environment. . run the following command: scmd log handler trcFile. Chapter 5.

The command examples remain the same.slm -set maxFiles=max_number_of_log _files Where maxFiles is the key needed to change the number. perform the following steps: 1. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1.slm handlers on the right side of the window. Locate the trcFile. Log on to the IBM Java Console as the superadmin user.slm -set maxFiles=max_number_of_log _files And to change the maximum number of trace log files run the following command: scmd log handler trcFile.1. 2. the trcFile.1. To change the maximum number of message log files run the following command: scmd log handler msgFile. For more information regarding the scmd log handler command. SC32-0833. 4. as shown below: logutil handler msgFile. 3.slm and the msgFile. as shown in Figure 5-45 on page 199. Handler configuration for the IBM Console environment In order to configure handlers for the IBM Console environment. SC32-0833. substituting the scmd log handler command with the logutil handler command. Right click the handler you want to configure and select Edit Properties.3. expand Administer Logging. and the max_number_of_log_files parameter is a numeric value that expresses the maximum number of log files. 198 Introducing IBM Tivoli Service Level Advisor . and select Handlers. For our example. Handler configuration for the ITSLA Reports environment Configuring the handler for the ITSLA Reports environment follows the same steps outlined in the previous section. You can replicate the steps provided in the previous section. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1.slm -set maxFileSize=1024 logutil handler trcFile. click Configure Logging.slm handler is chosen.slm -set maxFileSize=2048 For more information on the logutil handler command. From the task groups on the left-hand side of the screen.

“Startup and shutdown procedures” on page 204.7. Administering IBM Tivoli Service Level Advisor 199 . Stop and restart the Server for IBM Console and Web Services for IBM Console processes (see 5. Chapter 5.slm properties dialogue window is displayed. 6. The trcFile. for more information on starting and shutting down the IBM Tivoli Service Level Advisor components). From here you can decide the maximum size of the log files and the number of trace log files.Figure 5-45 Configure logging for IBM Console environment 5. as shown in Figure 5-46 on page 200.

log file is created and populated.log file.log The message logger inserts message data starting from the SLMMessage1.6. When the file reaches its maximum dimension. and ITSLA Task Drivers (IBM Console) components environment.2 Message log files management Message log files for the IBM Tivoli Service Level Advisor environment are available for the ITSLA Server. ITSLA Reports.6.Figure 5-46 Properties dialogue window for tracing handler 5. 200 Introducing IBM Tivoli Service Level Advisor .1. There are two message log file name formats: SLMMessagex.slm handler configuration (see 5.log and a new SLMMessage1. The maximum dimension of the message log files and their number is decided during the msgFile. “Handler configuration” on page 197). it is renamed SLMMessage2.

log The message logger inserts message data with the same process described in the previous point. refer to the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.1. The IBM Java Console may also be used to view the message logs. 5. and fwp_wc representing the WC component of Web Services for IBM Console. information is provided to help you activate the different trace logger for the specific environments and to provide meaning for the different available trace loggers. you can use the Notepad or your preferred text editor. ITSLA Reports. This is a serialized format log file. dependent on your operating system: For UNIX. Chapter 5. with fwp_mcr representing the MCR component of the Server for IBM Console. you may use the command tail -f message_log to view the message logs.6. The trace log files are activated to diagnose problems and are used mainly by IBM support personnel. and PS_Dir is the directory where the Tivoli Presentation Services is installed. The location of each message log file type is shown in Table 5-7. Administering IBM Tivoli Service Level Advisor 201 . Table 5-7 Locations of message log files ITSLA component Location ITSLA Server ITSLA Reports ITSLA Task Drivers (IBM Console) ITSLA_Install_Dir/log/SLMServer ITSLA_Install_Dir/log/SLMReport PS_Dir/log/fwp_mcr. In the following section. There are a number of ways to view the ITSLA message logs.3 Trace log files management Trace log files for the ITSLA environment are available for the ITSLA Server. PS_Dir/log/fwp_wc There are two separate log file directories for the ITSLA Task Drivers. and its contents can be viewed using the log viewer function of the IBM Java Console.SLMSerialMessagex. For more information on using the IBM Java Console for viewing message logs. For Windows. where ITSLA_Install_Dir is the installation directory of ITSLA. and the ITSLA Task Drivers (IBM Console) components environment. SC32-0835.

Table 5-8 lists the available IBM Tivoli Service Level Advisor trace loggers. configuration (cfg).log. dykom dykrp dyksd dyksl dykut sdml Trace logger for the Service Definition Catalog. Trace logger for the Service Level Agreement component. “Handler configuration” on page 197). The SLMTrace1. Trace logger for the Common code. 202 Introducing IBM Tivoli Service Level Advisor .2.1. and logging (log). “Message log files management” on page 200). the CLI Service (cli). Trace logger for the Order Manager. where y can be a number from 1 to 3. Trace logger for the GUI.log file has reached its maximum size. with a naming format of SLMTracey. The SLMTracey. Configuration Management (cm). it is renamed to SLMTrace2. When the SLMTrace1.6. the data source (ds). Trace logger for the data collector.6.log file has a maximum dimension determined by the handler configuration (see 5.log file always contains the most recent information.log and a new SLMTrace1.log file is created and filled with trace data. Trace logger for the Report Server. Trace logger for the ETL processes. Trace logger for Database API Code. dylws dyket dykgu dyktik dykme common mem scheduler Trace logger for the Metric Evaluator Manager and its components. along with their associated subcomponents and descriptions.The trace log files are located in the same directories as the message log files (see 5. The subcomponents are shown for the adapter. Table 5-8 Available ITSLA trace loggers Trace logger group name Subcomponent Description dykal adapter ds cli cm cfg log Trace logger for the adapter layer.

use the output listed from the command given in Step 2b above and type the following: logutil trace -g [group/subcomponent] -set isLogging=true Where group and subcomponent are chosen from Table 5-8 on page 202. type the following command: scmd log trace -list b. List the available trace loggers: a. b. Initialize and source the ITSLA CLI environment by performing the following: a. run the slmenv. type the following command: logutil trace -list 3. 3. 5. perform the following steps: 1. Select Administer Logging -> Configure Logging. For UNIX./slmenv. Stop and restart the Server for IBM Console and Web Services for IBM Console services. Log in to the IBM Java Console as the superadmin user. use the output listed from the command given in Step 2a above and type the following: scmd log trace -g [group/subcomponent] -set isLogging=true b. 2. For the ITSLA Server environment. perform the following steps: 1. For the ITSLA Reports environment.In order to activate the tracing activity for the ITSLA Server and Reports environments. For the ITSLA Reports environment. as shown in Figure 5-47 on page 204.bat file. 4. from the ITSLA installation directory. For the ITSLA Server environment. For Windows. Enable the trace loggers: a. 2. Under Types of Logging Elements. from the ITSLA installation directory. Chapter 5. Right click of the trace loggers available for the IBM Console and select Enable. execute . Administering IBM Tivoli Service Level Advisor 203 . .sh. In order to turn on tracing for the ITSLA Task Drivers (IBM Console). select Trace Loggers.

1. dyktik. dykut. 204 Introducing IBM Tivoli Service Level Advisor . 5. dykal.1. and dykal. dykal.adapter. SC32-0835.Figure 5-47 Enable trace logging on the IBM Console The trace loggers available for the IBM Console environment are: dykgu. dyksd. refer to the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. A compact reference is included in the following sections for the steps necessary to startup and shutdown components in the ITSLA environment for both the UNIX and the Windows environment. SC32-0835. For more information about the trace log format and filtering masks configuration. dykal.ds.cm.7 Startup and shutdown procedures Startup and shutdown procedures are described in Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.

If there is more than one way to start the ITSLA component. Each component is shown in the order in which it must be started.1 IBM Tivoli Service Level Advisor components startup Table 5-9 on page 206 lists the commands necessary to start the IBM Tivoli Service Level Advisor components. you may need to source the IBM DB2 profile. each startup option is listed as well. Administering IBM Tivoli Service Level Advisor 205 . if available. . Windows environment In a Windows environment.5. You may start each component by using one of the following: The appropriate command line interface (CLI) If it was installed as a service. From a command prompt. through Services in the Control Panel By selecting the application.7. the IBM Tivoli Service Level Advisor components can be started a number of ways. which are described here: PS_Dir ITSLA_Server_Inst_Dir IBM_Console_Machine IBM_HTTP_Port WebSphere_Dir db2_inst_dir HTTP_Dir Directory where Tivoli Presentation Services is installed Directory where the ITSLA Server is installed Host name of the machine where the IBM Console Server is installed Port used by the IBM HTTP server Directory where WebSphere is installed Home directory of the database administrator who created the instance Directory where the IBM HTTP Server is installed The variable definitions remain the same as in Table 5-10 on page 208./db2profile Chapter 5. each of which is explained in Table 5-9 on page 206. UNIX environment In a UNIX environment. through Start -> Programs -> Application_Name Table 5-9 on page 206 includes the following variables. navigate to the DB2_Inst_Home/sqllib directory and run the following command: .

At a command prompt. access the PS_Dir\bin\w32-ix86 directory and execute the command mcr. navigate to PS_Dir/bin/generic_unix and execute the command ./mcr.sh process is started.Table 5-9 Commands to start ITSLA components Component Windows start commands UNIX start command Server for IBM Console Services Access the Windows Services administration tool. If it is not started. execute the command net start ps_mcr./wc. right click Web Services for IBM Console and select Start. execute the command net start ps_wc. navigate to PS_Dir/bin/generic_unix and execute the command . At a command prompt.sh process is started. Access the Windows Services administration tool. At a command prompt. At a command prompt. right click Server for IBM Console and select Start.bat. Run ps -ef | grep mcr to see if the mcr.sh./startServer. Web Services for IBM Console Run ps -ef | grep wc to see if the wc.sh.sh. ITSLA Server Navigate to the ITSLA_Inst_Dir/bin and execute the command . execute the command net start tslm. access the PS_Dir\bin\w32-ix86 directory and execute the command wc.bat. At a command prompt.sh. Select Start -> Programs -> IBM WebSphere -> Application Server -> Start Application Server. At a command prompt. access the WebSphere_Dir\bin directory and execute the command startServer. right click IBM Tivoli Service Level Advisor and select Start.0 and 4./slm_service_start.bat. Access the Windows Services administration tool. 206 Introducing IBM Tivoli Service Level Advisor . If it is not started.01 Source the DB2 Profile and from a command prompt navigate to the WebSphere_Dir\bin directory and execute the command . IBM WebSphere Application Server AES 4.

/adminctl start.Component Windows start commands UNIX start command IBM WebSphere Application Server SE 3. right click IBM HTTP Server and select Start./startServer. ITSLA Java Console This console is used mainly for reviewing message logs and turning tracing on and off. Administering IBM Tivoli Service Level Advisor 207 . right click IBM HTTP Administration and select Start.sh script. Chapter 5. From a command prompt. navigate to the WebSphere_Dir/bin directory and execute the command . At a command prompt.sh. execute the command net start “IBM HTTP Server”.5 Select Start -> Programs -> IBM WebSphere -> Application Server V3. Each console may be started in the following ways: ITSLA Web Console This is the main ITSLA console that is accessed through the following URL: http://IBM_Console_Machine:IBM_HTTP_Port/IBMConsole The default user with the ITSLA administrative role is superadmin and the default password is password./apachectl start. IBM HTTP Server Access the Windows Services administration tool. In a UNIX environment. From a command prompt. access the WebSphere_Dir\bin directory and execute the command startServer. You can access this console in a Windows environment by double clicking the IBM Console icon on the Windows Desktop. At a command prompt. . IBM HTTP Administration Server Access the Windows Services administration tool. navigate to the HTTP_Dir/bin directory and execute the command . The ITSLA environment has three main consoles that you can work with. locate and run the jc.bat. navigate to the HTTP_Dir/bin directory and execute the command .5 -> Start Application Server. From a command prompt. At a command prompt execute the command net start “IBM HTTP Administration”. .

. each shutdown option is listed as well. IBM HTTP Administration Server From a command prompt navigate to the HTTP_Dir/bin directory and execute the command .0 and 4.WebSphere Admin Console This console is used primarily to administer the WebSphere and ITSLA Report Server. Access the Windows Services administration tool./adminclient. If there is more than one way to shut down the ITSLA components.bat.7.5 and IBM WebSphere Application Server 4. 208 Introducing IBM Tivoli Service Level Advisor . navigate to the WebSphere_Dir/bin directory and execute the following command: . . From a command prompt navigate to the HTTP_Dir/bin directory and execute the command .sh hostname_of_WebSphere_Server_machine 5./apachectl stop. At a command prompt. right click IBM HTTP Server and select Stop. IBM WebSphere Application Server SE 3.2 ITSLA components shutdown Table 5-10 lists the commands necessary to shut down the ITSLA components. . Each component is shown in the order in which it must be shut down. .sh./adminctl stop. To access this console in a UNIX environment. In order to access this console in a Windows environment select Start -> Programs -> IBM WebSphere -> Application Server -> Administrator’s Console./stopServer. At a command prompt execute the command net stop “IBM HTTP Administration”. At a command prompt execute the command net stop “IBM HTTP Server”.01 From a command prompt navigate to the WebSphere_Dir/bin directory and execute the command . Table 5-10 Commands to shutdown ITSLA components Component Windows shutdown commands UNIX shutdown command IBM HTTP Server Access the Windows Services administration tool. right click IBM HTTP Administration and select Stop. access the WebSphere\bin directory and execute the command stopServer.

Chapter 5./stopmcr.8 Backup and restore of ITSLA The IBM Tivoli Service Level Advisor environment maintenance is assured by regular backups in order to have an updated image of the environment if problems occur.bat.bat. right click Web Services for IBM Console and select Stop. 5./slm_service_stop. If it is running. access the PS_Dir\bin\w32-ix86 directory and execute the command stopwc.sh process is running. At a command prompt execute the command net stop ps_mcr. At a command prompt execute the command net stop tslm. At a command prompt execute the command net stop ps_wc.sh. right click Server for IBM Console and select Stop. Administering IBM Tivoli Service Level Advisor 209 . access the PS_Dir\bin\w32-ix86 directory and execute the command stopmcr. Access the Windows Services administration tool.sh. If it is running. .sh process is running.sh. navigate to the PS_Dir/bin/generic_unix directory and execute the command . At a command prompt. Server for IBM Console Services Run ps -ef |grep mcr to see if the mcr. A backup and restore procedure is provided if your company does not already have a backup strategy in place.Component Windows shutdown commands UNIX shutdown command ITSLA Server Access the Windows Services administration tool. Access the Windows Services administration tool. right click IBM Tivoli Service Level Advisor and from the context menu select Stop. Navigate to the ITSLA_Server_Inst_Dir/bin directory and execute the command . Web Services for IBM Console Run ps -ef | grep wc to check if the wc. At a command prompt./stopwc. . navigate to PS_Dir/bin/generic_unix and execute the command .

the ITSLA environment may become inconsistent.8. Unschedule the Registration Target ETL To unschedule the Registration Target ETL. be sure to unschedule the Registration Target ETL in order to produce consistent backups.1 Backing up the ITSLA environment In order to obtain a successful backup of the IBM Tivoli Service Level Advisor environment. and ITSLA Task Drivers prior to the back up or restore. information regarding backup and restore procedures for the IBM Tivoli Service Level Advisor components is provided. If the Registration Target ETL happens to run during a backup procedure. To ensure a successful backup and restore. reschedule the Registration Target ETL and restart the ITSLA components. ITSLA Reports. follow the order defined in the following sections. which will remove the currently defined schedule (refer to“Scheduling and running the Registration Target ETL” on page 144. Following these procedures.The IBM Tivoli Service Level Advisor environment components that should be backed up are listed below: ITSLA Server ITSLA Task Drivers ITSLA Report ITSLA Databases. which are the ITSLA Database and the ITSLA Measurement Data Mart Tivoli Enterprise Data Warehouse databases WebSphere customized report servlets for the ITSLA environment Before starting any backup or restore procedure. you must place the ETL in Test Mode. for information about the Registration Target ETL schedule). 5. perform the steps in the following sections. ITSLA installation directories backup IBM Tivoli Service Level Advisor has three components that must be backed up: ITSLA Server ITSLA Reports Server ITSLA Task Drivers 210 Introducing IBM Tivoli Service Level Advisor . In this section. Be sure to shut down the ITSLA Server.

2. the SLM Server. In order to have a consistent backup of each ITSLA component. the following command is run: slmbackup “C:\ITSLA Backup” The script executes the following actions: 1. For example. the script reminds you to shut down the ITSLA components not installed on the machine and to run the slmbackup command on the other machines in order to synchronize the backup for the other ITSLA components.bat or slmenv. as shown in Example 5-5. while the -start option is used to restart ITSLA after the backup has completed.Starting backup of IBM Tivoli Service Level Advisor. In the case of a distributed install. if the ITSLA Server and ITSLA Reports Server are installed on the same machine.A backup can be made for each of the installation directories by running the slmbackup script. Example 5-5 Output of slmbackup script C:\Program Files\ITSLA>slmbackup "C:\ITSLA Backup" DYKUT0100I -. -DYKUT0186W ** WARNING: To successfully back up IBM Tivoli Service Level Advisor. and the SLM Report Server must be shutdown and remain shutdown. with the backup being stored locally. Before executing the slmbackup command. we will make a backup of the ITSLA Task Drivers. The backup script is located in the ITSLA installation directory and has the following syntax: slmbackup {backup_directory [-auto] | -start} Where backup_directory is the directory that will contain the backup image. It will be created now. If you are creating a backup directory on UNIX. This process will properly shutdown each server as necessary to run the backup procedures. depending on your operating system. the slmbackup script must be run on each machine simultaneously where an ITSLA component is installed. The ITSLA components are stopped in order to be backed up. you will need to run the slmbackup script on both machines. DYKUT0152I The directory C:\ITSLA Backup\DYK\200205101538 does not exist. Administering IBM Tivoli Service Level Advisor 211 . ensure that the directory is write-enabled. Do not attempt to run IBM Tivoli Service Level Advisor until all backup operations have complete. IBM Console Server including the SLM Task Drivers. the ITSLA environment must be initialized by running the slmenv. From a command line with the ITSLA environment variables sourced. and the ITSLA Task Drivers are installed on another machine. The -auto option forgoes user confirmation before the backups. A directory labeled ITSLA Backup is created and will contain the backup images. which is installed on a Windows machine.sh scripts. Chapter 5. As an example.

the backup image of the installation directories for the SLM Reports need to complete.zip. Issue the slmbackup command on the machine containing the installation of the SLM Reports. Backup procedures for the IBM Console Server and SLM Database should be performed before restarting IBM Tivoli Service Level Advisor.DYKUT0102I IBM Tivoli Service Level Advisor will be backed up to C:\ITSLABackup\DYK\200205101538\200205101538. DYKUT0125I -. More help is available by typing NET HELPMSG 3521. The Server for IBM Console service is not started. -C:\Program Files\ITSLA> 212 Introducing IBM Tivoli Service Level Advisor . Allow the backup of those servers to complete before restarting IBM Tivoli Service Level Advisor. DYKUT0123I The IBM Console Server was found on this machine at C:\PS. More help is available by typing NET HELPMSG 3521. More help is available by typing NET HELPMSG 3521.zip. DYKUT0109I -. slmbackup.Performing backup of the IBM Tivoli Service Level Advisor installation directory for the SLM Task Drivers and SLM Server. DYKUT0138I -. When all slmbackup procedures have reached this point.IBM Tivoli Service Level Advisor Installation Directory Backup Complete. DYKUT0127I To complete all IBM Tivoli Service Level Advisor installation directory backups. DYKUT0112I The following IBM Tivoli Service Level Advisor servers are not located on this installation and need to be shutdown: the SLM Reports. DYKUT0116I This backup procedure. -DYKUT0157I Completed IBM Tivoli Service Level Advisor Installation Directory backup for the SLM Task Drivers and SLM Server with the file C:\ITSLA Backup\DYK\200205101538\200205101538. DYKUT0111I The three IBM Tivoli Service Level Advisor servers. -The IBM Tivoli Service Level Advisor service is not started.Stopping the SLM Server. the IBM Console Server including the SLM Task Drivers and the SLM Report Server are required to be shut down to continue.Stopping the IBM Console Server including the SLM Task Drivers. press the Enter key to continue. SLM Task Drivers or SLM Reports options of IBM Tivoli Service Level Advisor are installed to verify each is shutdown before obtaining synchronized backup images. -The Web Services for IBM Console service is not started. must be performed on each machine where the SLM Server. DYKUT0108I -. -DYKUT0184I -.IBM Tivoli Service Level Advisor Installation Directory Backup. the SLM Server.

3. The ITSLA Task Drivers installation directories are backed up and placed in a zipped format in the following directory path:
C:/ITSLA Backup/DYK/200205101538/200205101538.zip

Where 200205101538 is the backup timestamp. If you want to restart the ITSLA components after the backup completes, execute the following command:
slmbackup -start

Keep in mind that during the backup process, the ITSLA components must not be active, and only when all the ITSLA environment components (ITSLA Database Server, Tivoli Enterprise Data Warehouse, WebSphere reports servlets) have been backed up can you restart the ITSLA components.

ITSLA Database component backup
In order to back up the ITSLA Database component, you must use the db2 backup command on the ITSLA Database Server machine. Perform the following steps to create a backup: 1. Open an IBM DB2 command line. 2. Execute the following command:
db2 backup database ITSLA_DB_Name user Admin_User using Admin_Password to backup_directory

Where: – ITSLA_DB_Name is the ITSLA Database name chosen during the ITSLA installation (DYK_CAT, for example). – Admin_User is a DB2 user with administrative privileges. – Admin_Password is the password of the administrative user. – Backup_Dir is the directory where database backup images will be located. This directory must be created prior to running the backup. If you receive a message when trying to back up a database that states the database is currently in use, use the db2 terminate or db2 force application all command to free the databases from current activity. Note the timestamp after the database backup has completed, as this will be used in the case that a restore is necessary. Consult your database administrator in order to schedule and develop a common backup strategy.

Restarting the ITSLA environment
After you have backed up the ITSLA components, you can restart the ITSLA environment by following the instructions given in the 5.7, “Startup and shutdown procedures” on page 204.

Chapter 5. Administering IBM Tivoli Service Level Advisor

213

The Registration Target ETL must be rescheduled in order for the ITSLA environment to function properly. Refer to 5.2.1, “Registration Target ETL management” on page 142, for information on how to schedule the Registration Target ETL.

5.8.2 Restoring the ITSLA environment
In order to restore the IBM Tivoli Service Level Advisor environment from an existing backup, the Registration Target ETL must first be unscheduled and the ITSLA components must be shut down. Refer to 5.8.1, “Backing up the ITSLA environment” on page 210, for more information. If irreparable damage has occurred to the ITSLA Server, and you must reinstall the environment, be sure to use the same naming conventions for all directories where the product was initially installed. If the machine itself is damaged, and you must reinstall on another machine, make sure that the new machine is configured with the same host name and disk partition configuration. The restore procedure is made up of a number of steps, as described in the following sections.

ITSLA installation directories and report servlets restore
The IBM Tivoli Service Level Advisor components installation directories contain the configuration information needed to restore the ITSLA environment. If the ITSLA components have all been installed on the same machine, the restore procedure is to be executed only on that machine. If the ITSLA components are installed on separate machines, the restore procedure must be executed on each machine where the installation directories are located. The timestamp of the backup must be the same for each component restored, otherwise the restore procedure will not be successful. The slmrestore and slmrestorestart scripts are used to restore the ITSLA installation directories. If the ITSLA components are installed on different machines, you must execute the following steps on each machine: 1. From the ITSLA product CD, execute the following command:
slmrestore directory timestamp

Where directory is the directory where the backup is located, and timestamp is the timestamp of the backup (refer to “ITSLA installation directories backup” on page 210).

214

Introducing IBM Tivoli Service Level Advisor

2. The slmrestore utility analyzes the system to determine which ITSLA components are installed before shutting them down. If other components are installed on other machines, slmrestore prompts you to shut down the other components and start the slmrestore on the other machines in order to have a consistent restore. 3. The installation directories are restored. 4. The ITSLA Report servlets for IBM WebSphere Application Server Versions 4.0 and 4.0.1 are automatically restored. For other IBM WebSphere Application Server versions, a manual restore must be performed, as described in Getting Started with IBM Tivoli Service Level Advisor Version 1.1, SC32-0834. Important: On the ITSLA Server machine, the ITSLA_Inst_Dir/cfg directory must be removed before starting the restore procedure. This step is not required if you have recently reinstalled the ITSLA Server. If this step is necessary, stop the ITSLA Server and Reports Server before removing the cfg directory, if these components are located on the same machine.

ITSLA Databases restore
The databases to be restored in a IBM Tivoli Service Level Advisor environment are the ITSLA Database (DYK_CAT) and the Tivoli Enterprise Data Warehouse databases. This section describes the process for the ITSLA Database. For instructions on the Tivoli Enterprise Warehouse databases, please refer to Tivoli Enterprise Data Warehouse Installing and Configuring Version 1.1, GC32-0744. To list all of the backups available for restore, run the following command from a DB2 command prompt:
db2 list history backup all for db_name

Where db_name is the database previously backed up. In the command output you will find the start time of the backups and the location—two values that must be used during a restore. Important: The ITSLA Database restore must be executed using a backup performed at the same time period of the ITSLA directories backup, otherwise the restore procedure will not be successful. The ITSLA Database restore is achieved through the IBM DB2 command listed below:
db2 restore database db_name user DB2_user using DB2_password from backup_directory taken at DB2_timestamp>\

Chapter 5. Administering IBM Tivoli Service Level Advisor

215

Where:

db_name

Is the name of the database to be restored. In our case, the database name is the ITSLA Database, whose default name is DYK_CAT. Is the DB2 user chosen to execute the restore procedure. You must choose a user with administrative privileges, usually db2admin or db2inst1 by default. Is the DB2_user password. Is the directory where the database backup is located. The value of this parameter is equal to the location variable for the ITSLA Database backup, obtained through the db2 list history backup command previously executed. Is the backup timestamp. The value of this parameter is the value of the start time variable for the ITSLA Database, obtained with the db2 list history backup command previously executed.

DB2_user

DB2_password backup_directory

DB2_timestamp

Restarting the ITSLA environment
When the restore procedure has successfully completed, you can restart the ITSLA components and reschedule the Registration Target ETL and Process Target ETL. To restart the ITSLA components, refer to the relevant procedures indicated in 5.7.1, “IBM Tivoli Service Level Advisor components startup” on page 205, or you can execute the command slmrestorerestart on any machine where the ITSLA components are installed. You must also reschedule and run the Registration Target ETL and Process Target ETL. To do this, refer to 5.2, “Target ETLs management” on page 142.

216

Introducing IBM Tivoli Service Level Advisor

6

Chapter 6.

Service level Reports with ITSLA
IBM Tivoli Service Level Advisor provides a reports feature that allows the viewing of violation and trend data stored in the ITSLA Database. Depending on the user’s role who is responsible for accessing the reports, there are a number of customizable features for this Web-based component. Whether you would like to view violations for a single customer over the past week, or the customer ranking for a group of customers covering the previous quarter, IBM Tivoli Service Level Advisor can provide these features and more with the single click of a button. In the following sections you will learn more about the different features and functions of IBM Tivoli Service Level Advisor Reports, such as: Logging into Reports Using Reports Administrating Reports users Reports customization Viewing Reports with third-party software

© Copyright IBM Corp. 2002

217

6.1 Logging into Reports
In order to log into IBM Tivoli Service Level Advisor Reports, you must know the name of your ITSLA Reports Server, and the port that IBM WebSphere is using for reports. Unless you have manually changed the port definition, the default is set to 9080. Enter the following URL in your desired Web browser to connect to Reports:
http://ITSLA_Reports_Server:port/SLMReport

In Figure 6-1 the Report Sign on screen is shown. As you will notice, in order to access the features of Reports, you must supply this page with a user name and password. The following section provides information concerning the default users created during the installation of IBM Tivoli Service Level Advisor Reports.

Figure 6-1 Reports sign-on screen

218

Introducing IBM Tivoli Service Level Advisor

6.1.1 Default Reports users
There are three users set up by default for Reports, those being customer, executive, and operations, with the password set to password. Each user is initially configured with a different Report view; however, all default users have been created with unrestricted view access, meaning they are able to see information regarding all customers across all realms. Each user and default view are defined below: The customer user will initially see the Customer Order Ranking view via the customer.jsp page, as shown in Figure 6-2. This view displays all order IDs with their associated customers, the number of violations and trends for that customer, and the customer’s rank in descending order in a month-to-date time period. More information concerning order ranking can be found in 6.1.2, “The Ranking algorithm and categories” on page 221.

Figure 6-2 Customer user view

Chapter 6. Service level Reports with ITSLA

219

The executive user will initially see the Customer Ranking view by logging into the executive.jsp page, as shown in Figure 6-3. This view displays the same information within the same time period as the customer view, minus the order IDs.

Figure 6-3 Executive user view

The operations user will initially see the Offering Component Ranking view by using the operations.jsp page, as shown in Figure 6-4 on page 221. The offering components, the number of violations and trends associated with each offering component, and the offering component ranking are displayed on this page in a rolling seven-day time period.

220

Introducing IBM Tivoli Service Level Advisor

Figure 6-4 Operations user view

6.1.2 The Ranking algorithm and categories
When viewing reports, you will notice that the last column in every view has a customer-associated number labeled Rank. Along with this, you may discover that dependent upon the view you are using, you have different choices to select from under the Category heading. These two Reports features are expanded upon in the following sections.

Chapter 6. Service level Reports with ITSLA

221

Understanding the ranking algorithm When viewing the reports using any of the ranking categories. This ranking feature is compiled by an algorithm that prioritizes the SLA items using a number of variables. the SLO is internal. or 1000 for internal SLOs. A customer has six violations and two trends across a total of four customer orders with all external SLOs. the customer order ranking would be as follows: Order 1000 Ranking = (4000 * 3) + (3000 * 1) + 1 = 15001 Order 1001 Ranking = (4000 * 2) + (3000 * 1) + 1 = 11001 Order 1002 Ranking = (4000 * 1) + (3000 * 0) + 1 = 4001 222 Introducing IBM Tivoli Service Level Advisor . the algorithm used is only slightly different. The customer rank would be as follows: Ranking = (4000 * 6) + (3000 * 2) + 4 = 30004 An SLO is determined to internal or external depending on whether or not during the service level objective configuration the particular metric was chosen to be included in the external customer reports. The algorithm is defined below: Ranking = (Mult1 + NumOfViolations) + (Mult2 + NumOfTrends) + CustOrders Each variable of the ranking algorithm is defined below: Mult1 NumOfViolations Mult2 NumOfTrends CustOrders This weighting factor is set to 4000 for external SLOs. the number of trends. When ranking customer orders. This weighting factor is set to 3000 for external SLOs. you will see that they are placed in order according to their rank. with Order 1000 having three violations and one trend. with CustOrders always equal to 1. If the appropriate box was checked during the SLO configuration. such as the number of violations. the SLO is external. and Order 1002 having one violation and no trends. if the box was not checked. or 2000 for internal SLOs. Also. Order 1001 having two violations and one trend. and the number of customer orders. The number of trends. Take for example the following scenario. The number of customer orders. NumOfViolations and NumOfTrends is equal to the number of violations and trends associated only with that particular violation or order. Using the same scenario as described previously. The number of violations.

jsp page. Customer Order ranking Chapter 6. this is the default view. These are ordered in descending order according to their rank. The order IDs are listed in order of each order’s rank. are displayed. Service level Reports with ITSLA 223 . When logging into the customer. For those logging into the executive. along with the associated number of trends and violations.jsp page. Depending on which of the three default users you log in with. Table 6-1 lists the available ranking categories for each default user. this is the only ranking category available. number of trends and violations. Table 6-1 Users and associated ranking categories User Category Customer Executive Customer Order Ranking Customer Ranking Customer Order Ranking Realm Ranking SLA Type Ranking Operations Customer Ranking Customer Order Ranking Offering Component Ranking Resource Ranking SLA Type Ranking Realm Ranking Each ranking category details different information regarding customers and their orders. customer. you will have a different selection of ranking categories to select from when viewing the reports.Ranking categories Each of the three default users created by Reports is associated with three separate. and rank are displayed by this category. A definition of each ranking category is included below: Customer ranking Each customer. unique views. Each customer order ID.

SLA Type ranking Realm ranking In Figure 6-5 on page 225 you see the ranking categories available for the default operations user. 224 Introducing IBM Tivoli Service Level Advisor . The rank for each resource is calculated across all orders with which the resource is associated. along with its associated violations. Each realm is listed in descending order according to its rank.jsp page. Resource ranking Each resource selected in an order is listed in this ranking. and rank. and outsourced) is shown with the numbers of trends and violations associated with all the SLA type’s orders. trends. This is the default ranking category when logging into the operations.Offering Component ranking Each offering component is listed separately. along with the associated violations and trends. These ranking categories will be different depending on the default user you logged in with or the user roles you have been assigned. They are listed according to their rank. which is calculated for all customers and orders in the particular realm. Each realm is listed separately. internal. along with the number of trends and violations for every customer and order belonging to that realm. Each SLA type (external.

6.2 Using Reports After logging into Reports and exploring the different ranking category views. there are additional selections under the Category drop-down box. In the following sections you will learn how to effectively use Reports and how to utilize its many different features. there is only one additional selection.Figure 6-5 Operations user ranking categories 6. Service level Reports with ITSLA 225 .2. Chapter 6.1 Reporting categories When signing in to the executive.jsp or operations. For the default executive user.jsp page. you are now ready to explore the different features of IBM Tivoli Service Level Advisor Reports. entitled Overall Report.

226 Introducing IBM Tivoli Service Level Advisor . Not only does it display the breach value and its associated order resource. schedule state. as listed below: Trends Report Violations Report Results Report Overall Report A description of each report category is given below: Trends Report This report provides a wealth of information concerning all trends that have been detected. Figure 6-6 shows what this screen may look like. which predicts when another violation will occur. but this reporting category also shows the SLA type. there are three additional selections. customer and order id. the associated metric.For the default operations user. and the projected violation date.

A portion of the Violations Report screen is shown in Figure 6-7. ranging from SLA Type and Metric to the Breach Value and Actual Value.Figure 6-6 Trends Report screen Violations Report The violations report displays the same type of information as the Trends Report. but focuses only on all violations received. Service level Reports with ITSLA 227 . There are a total of 11 columns containing violation-specific information. Chapter 6.

order id. breach value. Overall Report 228 Introducing IBM Tivoli Service Level Advisor . and error percentage. metric.Figure 6-7 Violations Report screen Results Report This report category lists particular metric and order information according to the order ID. resource. schedule state. offering component. actual value. A collection of the above three reports. offering. Information included in this report screen is the customer. See Figure 6-8 on page 229 for more details on this screen.

Service level Reports with ITSLA 229 . you may also search for results according to the configured SLA type.2 Viewing Reports using different search criteria Using the different reporting categories will provide you with in-depth information concerning the status of your SLAs. Along with searching by time period. These areas are covered in detail in the following sections.Figure 6-8 Results Report screen 6. from the last 24 hours to the previous 365 days. Chapter 6. But by using different search criteria.2. you will have the ability to locate your SLA information covering any time period.

Specifying time periods There are a number of time periods that can be selected when viewing Reports. Figure 6-9 on page 231 shows a portion of the Time Period drop-down menu. The Time Period drop-down menu is located under the Filter Criteria heading near the top of the page. The time periods available to select from are included in the following list: All Dates Today Yesterday Last Week Last Month Last Quarter Last Year Week to date Month to date Quarter to date Year to date Rolling 24 hours Rolling 7 days Rolling 4 weeks Rolling 30 days Rolling 365 days 230 Introducing IBM Tivoli Service Level Advisor .

After selecting the time period. if on Friday at 18:00 EST you specify Rolling 24 hours for your search criteria. Specifying SLA type Aside from the time period. click the drop-down menu and select the desired time period. Service level Reports with ITSLA 231 .Figure 6-9 Time Period drop-down menu In order to select a specific time period with which to filter the search criteria. the results starting from Thursday 18:00 EST to the present time will be displayed. Those periods that include the term rolling are defined from the present time to the time period specified in the criteria. you may also search for results by filtering on the SLA Type. For example. the Go button to view the results. Chapter 6. This drop-down menu is located to the right of the Time Period drop-down menu.

232 Introducing IBM Tivoli Service Level Advisor . Figure 6-10 SLA Type drop-down menu 6.There are four selections to chose from when filtering on the SLA Type. as listed below: All Internal External Outsourced Figure 6-10 shows the SLA Type drop-down menu.3 Additional features of Reports There are a number of other features related to IBM Tivoli Service Level Advisor Reports that are included in the following sections.2. After selecting the desired SLA type. click the Go button to view your results. These features allow you to locate the desired results you are searching for more quickly and will also aid you in performing everyday tasks.

Service level Reports with ITSLA 233 . you may narrow your search to include only a specific customer or a particular customer order ID by using the Search field. Figure 6-11 shows how the Search field appears on the Reports page. For example. you may further filter your results by including the order ID number in the Search field.Using the Search field to locate specific results When viewing results using the ranking categories. Figure 6-11 The Search field Chapter 6. when viewing results using the Customer Order Ranking category. The search function is available for all ranking categories. with the exception of the SLA Type Ranking and the Offering Component Ranking categories. located just above the report table. After entering what you want to search for. click the Search button to return your results.

Refresh Sign Off Figure 6-13 on page 235 displays the additional Web links. An example is shown in Figure 6-12 below. The description of each Web link is given below: Print Tips When clicked. orders. or offering components. a default number of 10 rows is displayed on the screen. Click this Web link to refresh the current Reports page. will enable you to perform this task. Figure 6-12 Maximum rows to display feature Using the provided Web links There are three additional Web link features located in the upper right corner of the Reports page that allow you to perform various functions. this Web link will open an additional Web page that provides you with useful printing tips when using Microsoft Internet Explorer. If for any reason you would like to sign off from the current Reports page. The Web link entitled Maximum rows to display. If you have a large amount of customers. located just above the report table.Changing the number of displayed rows When viewing results on the Reports page. 234 Introducing IBM Tivoli Service Level Advisor . Click the number of rows you would like to display and wait for the screen to refresh. clicking this Web link will sign you off and return you to the initial log on screen. you may want to change the number of rows shown so that you are able to view them all on one page.

Figure 6-14 on page 236 gives an example of a graph for the ROUNDTRIPTIME metric in which the assigned maximum value has been violated. you will notice that the numbers located in the Actual Values column are highlighted as Web links. Service level Reports with ITSLA 235 . Clicking each of these values will take you to another screen containing graphical data related to the specific metric and value you selected. You may also change the time period associated with the graphical data by using the Time Period drop-down menu located just above the results table and graph. Chapter 6.Figure 6-13 Additional Web links Using graphs in Reports When using the Results Report category to filter your results. The time period for this graph was set to Last Month.

Figure 6-14 Report graph using Results Report category Just below the graph is a Web link entitled Graph Data. Figure 6-15 on page 237 shows the page that is displayed by clicking the Graph Data link. 236 Introducing IBM Tivoli Service Level Advisor . By clicking this link you will be taken to another page displaying each evaluation time and related actual value associated with the metric you chose from the Results Report view page.

3 Administrating Reports users It may become necessary for additional Reports users to be created. you will learn not only how to create additional Reports users but also how to customize these users’ profiles to better suit your environment.Figure 6-15 Graph Data page view 6. so that they can only view reports dealing with a particular customer and realm ID. covering all customers and realms. Other users may need to be restricted. external users may Chapter 6.1 Creating Reports users There are many options to choose from when creating Reports users. You may decide some users need access to all reports.3. Service level Reports with ITSLA 237 . rather than having to rely on the default users provided during installation. In the following sections. 6. Additionally.

allowing only the viewing of specified customers and realms. If no consumer is specified in the -consumer flag. using the -realm flag will allow the user to view all customers’ reports across this particular realm ID. If no consumer is specified. If no view is specified. View 1 allows unrestricted access to all viewable reports. This is the user name you assign the user to log into the Reports page. The syntax for this command is as follows: scmd [ -p current_password] sla addUser -name user_name [-password password] -view {1 | 2 | 3} [-consumer consumer] [-realm realm] [-page page] Each available option is described below: -p current_password -name name -password password If password protection has been enabled. View 3 provides external access to users. Specifies the password for the user being created. the user will have no restrictions to viewing reports. a password will be automatically generated and passed back to you. Using the command line to create a Reports user You have many available options when creating a Reports user using the scmd sla addUser command. the user will be allowed access to all customers and realms. View 2 provides restricted access. The information you need to create and change users is included in the following sections. if left blank. you must supply directly after scmd to run this command. If no consumer or realm is specified. -view {1 | 2 | 3} -consumer consumer -realm realm 238 Introducing IBM Tivoli Service Level Advisor . Each view is associated with a particular privilege for the user. allowing the user to view only customers and realms specified whose data has been flagged as not internal. the user will be able to view reports for all customers specified in the -realm flag. An already defined realm ID is specified in this option.be created to view only external data for a particular customer and realm. You may also change the user’s profile at any time via the command line. Specifies an already defined customer whose reports the user will be allowed to view. or.

Listing Reports users Use the following command syntax to list all available Reports users. Three options are associated with this command flag: customer.jsp page is used if no page is specified.jsp. The command syntax is as follows: scmd [ -p current_password] sla changeUser -name user_name [-password password] -view {1 | 2 | 3} [-consumer consumer] [-realm realm] [-page page] For more information regarding each flag. only the initial command is different. Whatever the case may be. executive. and operations.jsp. Service level Reports with ITSLA 239 .-page page Specifies the page view to be used after successfully logging in.1. You must use the -p flag if password protection is enabled: scmd [-p password] sla listUser Chapter 6. the command syntax used to change a user contains the exact same flags as the scmd sla addUser command.jsp.1. whether it be allowing a user to view all reports or restricting the user to viewing only a certain customer’s reports in a particular realm. refer to “Using the command line to create a Reports user” on page 238. for more information concerning the contents of these pages. The operations.3. Using the command line to change a user’s access There may come a time when you would like to change a user’s access privileges.2 Listing and deleting Reports users Listing and deleting Reports users is simple using the command line. “Default Reports users” on page 219. The following sections provide information on how to perform each of these steps. Refer to 6. 6.

You must also specify the user name of the user you would like to delete after the -name flag.jsp Martir restricted MyCompany Test customer. depending on your WebSphere version: – For IBM WebSphere Application Server AES and AE: WAS_Dir/installedApps/SLMReport. Example 6-1 scmd sla listUser command output # scmd sla listUser name view consumer realm page -------------------------------------------------------------------------------------------customer unrestricted customer.Example 6-1 displays what the command output may look like.jsp?fsd=mtd operations unrestricted operations.jsp # Deleting Reports users Use the following command syntax to delete a Reports user: scmd [-p password] sla deleteUser -name name You must use the -p flag if password protection is enabled.1.5: WAS_Dir/hosts/default_hosts/SLMReport/web 3. please refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1.3. SC32-0833. Add the lines in bold to the web. Before doing anything.war/WEB-INF – For IBM WebSphere Application Server 3.xml file. which can be found in the following directories.3 Disabling Reports user authentication User authentication is turned on by default for IBM Tivoli Service Level Advisor. 2.jsp?fsd=mtd executive unrestricted executive. 6. there are a number of steps to perform. as shown in Example 6-2. you must stop the IBM WebSphere Application Server by issuing the stopServer command. 240 Introducing IBM Tivoli Service Level Advisor .xml file.ear/SLMReport. For more information regarding the commands you have seen in this section. In order to turn this function off. Locate and edit the web. as listed below: 1.jsp?fsd=r7d Sawyer restricted MyCompany Test customer.

tivoli.sun.xml file.//DTD Web Application 2.report.managed.logLocation</param-name> <param-value>d:/Tslm/log/SLMReport</param-value> </init-param> <!--Disable Authentication <init-param id=”InitParam_3”> <param-name>slm.0” encoding= “UTF=8”?> <!DOCTYPE web-app PUBLIC “-//Sun Microsystems.1.gui. Service level Reports with ITSLA 241 . For more information regarding disabling user authentication.servlets.SLMReport </servlet-class> <init-param id=”InitParam_1”> <param-name>slm. Inc.Example 6-2 Disabling user authentication <?xml version= “1. Chapter 6. refer to the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.jsp</welcome-file> </welcome-file-list> </web-app> 4.dtd”> <web-app id=”WebApp_ID”> <display-name>SLM Report Servlets</display-name> <description>IBM Tivoli Service Level Advisor reporting servlets</description> <servlet id=”Servlet_1”> <servlet-name>slmReport</servlet-name> <servlet-class>com. restart the IBM WebSphere Application Server with the startServer command.com/j2ee/dtds/web-app_2_2. SC32-0835.2//EN” “http://java.configLocation</param-name> <param-value>d:/Tslm/cfg</param-value> </init-param> <init-param id=”InitParam_2”> <param-name>slm. After saving and closing the web.authentication</param-name> <param-value>sessions</param-value> </init-param> --> <load-on-startup>5</load-on-startup> </servlet> <welcome-file-list id=”WelcomeFileList_1”> <welcome-file>index.

Table 6-2 Included JSP files JSP file Description graph. The files are located in the following directory path.jsp opGraph.4 Reports customization IBM Tivoli Service Level Advisor provides the user the ability to customize the look and feel of Reports as needed. IBM Tivoli Service Level Advisor Reports uses Java Server Pages (JSP files). and search components.1 Integrating Reports with existing Web sites IBM Tivoli Service Level Advisor Reports can be viewed using its own set of Web pages or can be integrated into an existing customer Web site. outsourced). offerings. dependent on the changes they would like to make.jsp custGraph. Input filters are available to restrict the data to specific metrics. schedule. The following sections will introduce you to the Java Server Pages (JSP files) that are utilized by Reports and will provide you with the information necessary to integrate Reports into your own Web site. Reports appearance. For more information regarding the customization of Reports. Reports and JSP files In order to make the integration of Reports into a customer’s Web site easier. SC32-0835. Even though Reports is ready for immediate use. including login. refer to the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. orders. SC32-0835. period. max. average).jsp Displays the bar graph linked to the Results Report. metric value type (min. start and end dates. These files can be modified as needed by the user.4. This table can also be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.6.1.1.war Table 6-2 provides a list of the JSP files included with IBM Tivoli Service Level Advisor. external. The following sections will address a number of Reports features that may be customized. offering components. 6. customization may be desired in order to better suit a given environment. 242 Introducing IBM Tivoli Service Level Advisor .ear/SLMReport.jsp index. Displays the login screen and prompts the user for a user ID and password in order to access reports.. customers. and SLA type (internal. where WAS_Dir is the installation directory of IBM WebSphere Application Server: WAS_Dir/AppServer/installedApps/SLMReport.

jsp execLinks.jsp filterCriteria. Displays the Violations Report table. and violations.jsp filterValues.jsp execCategory.jsp printRefreshOff. Determines the type of SLA: Internal.jsp Chapter 6.jsp is for customer users.jsp execReportDetail. enabling the user to jump from page to page by selecting it from the drop-down list.jsp display five report tables: Order information Business schedule Service level objective results Violations Trends Displays the Results Report table. Create drop-down lists for Time Period and SLA Type selection. all in one page.jsp is for executive users. and execCategory.jsp violationsDetail. Refresh.jsp periods.jsp resultsDetail. Create Web links in the upper-right portion of the Web page labelled Print Tips.jsp custlinks.jsp is for operations users. Displays the filter values.jsp custCategory. The graphFilterValues. custReportDetail.jsp opReportDetail. or outsourced. Service level Reports with ITSLA 243 .jsp links. Displays the drop-down selection box at the top of most JSPs.jsp trendsDetail. Displays the Trends Report table. Displays the Report Details Report tables.jsp slaTypes. custCategory. and Sign Off. Category. The custReportDetail. The filterValues. Create category drop-down menus for different user roles.jsp file is used for the graph page only.jsp category. enabling the user to customize the time period for the report display.jsp opCustReportDetail. including results.jsp Java Beans-based user authentication.jsp and opCustReportDetail. Displays the drop-down selection box at the top of some JSPs. trends.jsp graphFilterValues.jsp file is for all of the pages except the graph.JSP file Description index2. external.

244 Introducing IBM Tivoli Service Level Advisor .jsp &fontcolor=black &fontsize=2 &titlefontsize=2 &bgcolor=#EDEDEB &tablewidth=500” flush=”true”/> If you are operating in a non-English environment. the include statement in Example 6-3 will appear in a single.managed.managed. you should include the UTF-8 character set in the JSP. 20. xxxFormRedirect. Gets the filters and sets them into a session for the printRefreshOff.gui.report.jsp Displays the link enabling the user to specify the number of rows to display.gui. Gets the filters passed in from the previous page and re-displays them when the user clicks Go next to the Category.SLMReport ?qi=com. 40.com.report. 30.servlets. or 50 rows at a time.tivoli. One of the remaining classes issues a call to the database to retrieve the data and the other class will display the retrieved data for viewing.gui.servlets. Time Period. as shown below: <%@ page contentType=”text/html.tivoli.servlets.jsp file to use. continuous line.SLMFilterRankQuery &di.report. there are a total of three servlets that will be imbedded—one main class named SLMReport. When doing this.jsp Understanding and using the Report servlets To integrate Reports into your existing Web site. which calls the other two classes.managed. as opposed to the separate line format.tivoli. Example 6-3 JSP include statement <jsp:include page=”/servlet/com. such as 10.jsp getFilters.JSP file Description maximumRowsToDisplay.SLMFilterRankDisplay &filter=fco &link=custReportDetail. A JSP include statement will appear (as shown in Example 6-3) in the appropriate JSP file. charset=UTF-8” %> As a side note. you must actually embed the provided Report servlets into your HTML code. or SLA Type drop-down menus.

depending on the default view you prefer when viewing the results. and ranking of each customer. There are a number of parameters that may be substituted in their place. You may change this value if you wish to use other filters instead of the customer filter. This table may also be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. An example of this link parameter follows: &link=custReportDetail.jsp As shown in Figure 6-3 on page 244. SC32-0835. These two entries represent the query interface and display interface parameters. respectively.1. The following are the filters that you may choose: fcu fst fco frn fslatype fsrc Chapter 6. the SLMFilterRankQuery and SLMFilterRankDisplay classes were used. Service level Reports with ITSLA 245 . Table 6-3 lists the available query and display classes. This results listing is specified in the filter=fco line. you must use a link parameter (in Example 6-3 on page 244). directly below where the display class is specified. which will specify which Web page or JSP file will be visited next. Table 6-3 Available query and display classes Query class Display class Link needed? SLMResultsDataQuery SLMViolationsQuery SLMTrendsQuery SLMResultsQuery SLMResultsQuery SLMFilterRankQuery SLMOrderInfoQuery SLMScheduleDataQuery SLMResultsDetailTable SLMViolationsDetailTable SLMTrendsDetailTable SLMResultsGraph SLMGraphDetailTable SLMFilterRankDisplay SLMOrderInfoTable SLMScheduleDetailTable Yes No No No No Yes No No For the classes with a Yes in the Link Needed? column.Directly under the first line in Figure 6-3. you will notice the next two lines begin with ?qi and &di. violations. which display the trends.

jsp?<%rowViewParam%>”><%=rsc. This table can also be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. orders. Table 6-4 lists all available filter parameters. Table 6-4 Available filter parameters Filter parameter Parameter name Customer Customer order Metric name Resource Offering component Schedule state Service offering Start date End date fcu fco fmn frsc fst fss fso fsd fed 246 Introducing IBM Tivoli Service Level Advisor . resources.jsp file <form action=”servlet/com. for specific customers. metrics.1. This table can also be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.jsp file is included in Example 6-4.getString(“CustomerSearch”)%></LABEL> <tr><td valign=top><font face=Arial size=2> <input type=text name=”fcm” size=22 id=”execCustomerSearch”> <input type=”submit” value=”<%rsc.jsp file.SLMFilterSearch” method=GET> <%=rsc. For example. and other areas. SC32-0835.getString(“Search”)%>”> </form> When searching on a particular customer. if desired.servlets.getString(“Customerviewall”) %> </a><br><br> <LABEL for=”execCustomerSearch”><%=rsc.report. Use of a particular filter will display data. the fcm filter parameter is used when searching on a particular customer.gui.managed.Table 6-4 on page 246 includes the complete list of filters. when using the executive.getString(“CustomerSearchRequest”)%><br> <a href=”executive. A portion of the executive.tivoli.1. Example 6-4 The fcm filter specified in the executive. this search will query the database using the fcm parameter. SC32-0835. Using different filtering parameters Numerous filtering parameters may be used when querying the ITSLA Database.

Refresh ---> <! -. which the user can use to log out of the current Reports session. outsource=3. a query is reissued against the database. fco. all=0) filter (available values: fcu. max=3).getString(“Refresh”)%></a> When clicking the Refresh link. frsc) frn Implementing the Refresh feature If you would like to include the Refresh feature in your own Web site. Chapter 6.jsp. Refer to Example 6-6 to include this link.jsp. fvt=3 fslatype (external=1. fst.jsp. Integrating the Logout link You may include the Logout link in your Web site.getString(“PrintTips”)%></a> <!---. operations.jsp) Realm name fcm frscm fcom focrm fslam frm fvt (min=1. frn. --> <a href=”<%=currentPage*?*filters*allRowViewParams.jsp” target=”blank”><%=rsc. avg=2.Filter parameter Parameter name Customer match (searching) Resource match Customer order match Offering component match SLA type match Realm match Value type SLA type Filter (used in customer. causing the information in the results table to be updated.For refreshing. for example. use the HTML code shown Example 6-5 when placing it in the printRefreshOff. Do not pass in the page parameter so that the servlet will know that it needs to go to the database again.jsp file: Example 6-5 Refresh feature <table width=100% border=0 cellspacing=0 cellpadding=0> <tr><td width=99% valign=bottom align=right><font size=2 face=Arial> <a href=”printTips. internal=2. and all filterRanking. fslatype. pass in the filters to keep the same query. Service level Reports with ITSLA 247 .toString()%>”> <%=rsc. executive.

as when invoking the Logout servlet. such as customers.getString(“Search”)%><“> </form> As you may notice.servlets. SC32-0835.report. orders.jsp file. the search HTML form can be found in the executive. realms. the current session will be invalidated.jsp page in the above code.managed.tivoli.SLMLogout ?link-. in some of the JSP files. fcm is defined for the Input field name.gui. Table 6-5 shows the available field names. which means that a customer will be searched for. Integrating the Search function Users have the ability to search for certain components.getString(“CustomerSearchRequest”)%><br> <a href=”executive.gui.getString(“SignOff”)%></a> <td width=l%><br> It is very important to include the link to the index. Example 6-7 Using the Search function <table border=0 width=600 bgcolor=”#C6D1DC” cellpadding=3 cellspacing=0> <tr><td><font face=Arial size=2> <form action=”servlet/com.managed.getString(“Customerviewall”) %></a> <br><br> <LABEL for=”execCustomerSearch”><%=rsc. Table 6-5 Available input field names for searching Searching for Input field name Customers Resources Customer orders fcm frscm fcom 248 Introducing IBM Tivoli Service Level Advisor . as shown in Example 6-7.1.. or resources. By passing the SLMFilterSearch class. You may also find this table in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.jsp&tablewidth=450”><%rsc.report./index.tivoli.servlets.getString(“CustomerSearch”)%></LABEL> <tr><td valign=top><font face=Arial size=2> <input type=text name=”fcm” size=22 id=”execCustomerSearch”> <input type=”submit” value=”<%=rsc.jsp directory path is relative to the location of the servlet directory. The index.jsp?<%=rowViewParam%>”<%=rsc.SLMFilterSearch” method=GET> <%=rsc. There are additional field names that may be specified when implementing this search function.Example 6-6 Example of the Logout link <a href=”servlet/com.

tivoli.tivoli.utilResourceBundle” %> <%0 page import=”com. if(rowView!=null) Chapter 6.jsp” flush=”true”/> <% //Get the current page name String currentPage = request.Searching for Input field name Realm names frm Using maximum rows to display As shown in Figure 6-12 on page 234. //get filters SLMReportData repData = (SLMReportData)session. int rowViewInt = 10.servlets.report. } //display maximum row numbers int lastRowView = 50. if(valueType != null && !valueType.getParameter(rowStr). Service level Reports with ITSLA 249 . //Get row view if(rowStr != null){ rowView = request.SLMReportJSPResources”%> <%0 page import=”java.report.managed. String filters = null.getParameter(“fvt”).getFilters().managed.managed.jsp file.servlets.SLMReportData” %> <jsp:include page=”getFilters.tivoli.getAttribute(“filters”).//for graph pages String rowView = null. Example 6-8 The maximum rows to display Java code <%0 page contentType=”text/html.getBundle(“com. request. String rowStr = request.servlets.getLocale()). if (rsc == null) rsc = ResourceBundle. as shown in Example 6-8.gui. charset-UTF-8” %> <%0 page import=”com.getParameter(“page”).repot. the Reports results table includes a feature that allows the user to display a chosen number of rows per page. These settings are set in the maximumRowsToDisplay.gui. String valueType = request.gui.equals(**)) filters = filters + “&fvt=”+valueType. if(repData != null) filters = repData. SLMReportJSPResources”.getParameter(“row”). //resources ResourceBundle rsc = null.

the follow sections help you change the appearance of Reports to your liking.rowViewInt = Integer. realm. order ID.jsp file from a main page. i=i+10){ if(rowViewInt==i) out. }//end for You can call the maximumRowsToDisplay.println(“<a href=”+currentPage+”?”+filters+”&”+rowStr+”=”+i+”>”+i+”</a> |”). for(int i=10. else out.4. as shown below: <jsp:include page=”maximumRowsToDisplay.parseInt(rowView). SLA type. such as opCusotmerRanking.jsp&row=rrow” flush=”true”/> This includes the available parameters to control the maximum number of rows to be displayed for various reports.1. Whether you would like to include your own company logo or change the appearance of certain Reports buttons. i<=lastRowView. 250 Introducing IBM Tivoli Service Level Advisor . Table 6-6 Available parameters for maximum rows to display Row parameter Defined parameter name Result Reports Trend Reports Violations Reports Graph Cusotmer. resource.println(“<font size=2 face=Arial color=black>”+i+”</font> |”). SC32-0835. and offering component rsltrow trndrow viorow grow (for graph data table) rrow 6.jsp?page=opCustomerRanking. This table can also be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.jsp.2 Customizing the appearance of Reports There are many different options available when customizing the appearance features of the IBM Tivoli Service Level Advisor Reports.

Using your own company logo
If you would like to replace the graphic that is provided at the top of the Web page with your own company logo, replace the SLMbanner1.gif line in Example 6-9 with the name of your own graphic image.
Example 6-9 HTML code for inserting a company logo
<!---------------- Banner ---------------> <table width=1000 height=78 border=0 cellspacing=0 cellpadding=0> <tr><td align=top><img src=”SLMbanner1.gif” alt=”Banner”> </table>

Back and Next button substitution
You have the option to change the appearance of the Back and Next buttons in Reports. Replace the backButton.gif and nextButton.gif files with the graphic files of your choosing, but keep the file names the same.

Changing the appearance of the Reports results table
When viewing the Reports results, the actual results are organized within different columns in a table. The names of these columns and the order in which they are displayed is controlled by a single Report servlet. You may alter the names of these columns by including the new parameter name in the customer.jsp file. Table 6-7 includes the label parameters matched with their associated parameter names. You can also find this table and related information in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.1, SC32-0835.
Table 6-7 Customizable table column parameters
Label parameter Parameter name

Customer Order ID Metric Resource Offering component Schedule state Offering Detection date Projected violation date

lcu lco lmn lrsc lst lss lso ldd lpvd

Chapter 6. Service level Reports with ITSLA

251

Label parameter

Parameter name

Breach value Violation value Violation date Mean value Graph Projected state State Number of trends Actual value Max (maximum metric value type) Avg (average metric value type) Min (minimum metric value type) %Error (confidence factor) Evaluation time SLA type Realm Rank Number of violations Internal use only Start time End time Frequency Time zone Details Units

lbv lvv lvd lmv lg lps ls ltn lmav lmax (such as max in the results report under the Metric Value column) lavg lmin lcf lget lsla lrn lrk lvn liu lstt lett lfq ltz lsd lmu

252

Introducing IBM Tivoli Service Level Advisor

If you would like to change the Customer column heading to My Customer, locate the customer.jsp file and at the bottom of the page, under the !----insert servlet below----- heading, edit the lines seen in bold in Example 6-10.
Example 6-10 Changing the default column name
<jsp:include page=”/servlet/com.tivoli.managed.gui.report.servlets.SLMReport ?qi=com.tivoli.managed.gui.report.servlets.SLMFilterRankQuery &di=com.tivoli.managed.gui.report.servlets.SLMFilterRankDisplay &filter=fco &link=custReportDetail.jsp &fontcolor=black &fontsize=2 &titlefontsize=2 &bgcolor=#EDEDEB &tablewidth=500 &lcu=My+Customer”flush=”true”/>

Denote a space in the changed column name with the + symbol. In addition to changing the names of the columns, you may also change the appearance of the actual results table. Whether you would like to change the font size, the font color, or even the table cell spacing, you may add these values to the same line in the customer.jsp file as shown in Example 6-10 on page 253. Table 6-8 gives a listing of the available table properties that may be changed.
Table 6-8 Customizable table properties
Table property Parameter specified Default value

Table background color Font size Font color Font face Title font size Title font color Title font face Title background color Table width Table border Table cell spacing

bgcolor fontsize fontcolor fontface titlefontsize titlefontcolor titlefontface titlebgcolor tablewidth border cellspacing

#EDEDEB 2 Black Arial 2, always bold Black Arial #CFDAE3 100 percent 0 2

Chapter 6. Service level Reports with ITSLA

253

Table property

Parameter specified

Default value

Table cell padding

cellpadding

2

Follow the same convention as used in Example 6-10 on page 253 by using the & character to separate each property to append. Each separate line is actually contained within one long continuous line in the customer.jsp file, so the & character must be used to space each parameter entered, as shown below:
&fontcolor=blue&cellspacing=0&tabelwidth=450

This information and more can be found in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.1, SC32-0835.

Changing the appearance of the data graphs
Just as you may change the appearance of the Reports results table, you may also alter the appearance of the data graphs that are displayed when selecting certain metric data from the Results table. Locate the graph.jsp file and follow the same alteration format as described previously by using the & character to separate each additional entry. Alterations to the graph are made under the !-------Graph Chart --------- section in the graph.jsp file. Table 6-9 displays the graph properties that may be customized.
Table 6-9 Customizable graph properties
Customized property Parameter for the property

Chart area background Plot area background Chart background Legend visible Header text Graph encoder Grid visible Grid color Chart type Chart height

chartAreaBg (for example, chartAreaBg=blue) plotAreaBg (color name only) chartBg (color name only) legendVisible (true or false; for example, legendVisible=true) headerText (name of header; for example, headerText=graph+title) ge (png or jpeg) gridVisible (true or false) gridColor (color name only) data1ChartType (area, bar, plot) chartHeight (integer; for example, chartHeight=400)

254

Introducing IBM Tivoli Service Level Advisor

Customized property

Parameter for the property

Chart width

chartWidth (integer)

There are a total of 13 colors to choose from when changing the graph properties. Below is a list of these colors, as also listed in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.1, SC32-0835: Black Blue Cyan Dark gray Gray Green Light gray Magenta Orange Pink Red White Yellow

6.4.3 Alternative methods for authenticating users
If you already have a user authentication method set up for your Web server, you can use a Java Bean to authenticate your users. If this is the case, the ITSLA Database will not be used for this purpose, and it will be up to you to determine how each user is matched with the appropriate view, consumer, portal page, and realm. In order to use a Java Bean for user authentication, perform the following steps: 1. With the user currently logged on to the Web server, provide the view, consumer, portal page, and realm values to the Java Bean. 2. Call the SLMBeanAuthentication servlet class by creating an HTML form button called View Reports. This form will maintain the appropriate level of user access while the user is signed in by using the view, consumer, portal page, and realm properties for user access control. You can find examples of these customization steps in the index2.jsp file, which is shipped with IBM Tivoli Service Level Advisor.

Setting authentication values in a Java Bean
The user authentication values can be set in a Java Bean by following the sample code provided in Example 6-11.

Chapter 6. Service level Reports with ITSLA

255

Example 6-11 Sample code for setting user authentication values
<jsp:useBean id=”Login” class=”com.tivoli.managed.gui.report.servlets.SLMUserInfoImpl” scope=”session” /> <jsp:setProperty name=”Login” property=”consumer” value=”<%=consumer%>/> <!--- to set directly and assume that the value is restricted, the line will be like this: jsp:setProperty name=”Login” property=”consumer” vaue=”restricted”--> <jsp:setProptery name=”Login” property=”realm” value=”<%realm%>/> <jsp:setProtpery name=”Login” property=”view” value=”<%view%>/> <jsp:setProperty name=”Login” property=”portalPage” value=”<%=portalPage%>”/>

In this example, the SLMUserInfoImpl class is called and passes the values for consumer, realm, portal page, and view. To set the property directly without using a variable, follow Example 6-12.
Example 6-12 Setting the property directly
<jsp:useBean id=”Login” class=”com.tivoli.managed.gui.report.servlets.SLMUserInfoImpl” scope=”session”/> <jsp:setProperty name=”Login”property=”view”value=”restricted “/>

Sample code for HTML form button
In order to create a View Reports button, follow the code in Example 6-13.
Example 6-13 Creating a View Reports button
<FORM action=”servlet/com.tivoli.managed.gui.report.servlets.SLMBeanAuthentication” method=POSI> <INPUT type=submit name=submit value=”<%rsc.getString(“ViewReports”)%>”> </FORM>

When this button is clicked, the user name’s authentication values will be passed to the Java Bean and the authentication level for that user will be set for the current session. Whatever reports page is specified by the customer will then be displayed.

256

Introducing IBM Tivoli Service Level Advisor

6.5 Viewing Reports with third-party software
If you would like to view IBM Tivoli Service Level Advisor Reports results in a different viewing format than the one provided, there are a number of third-party reporting applications that can be used. By inserting different tables, graphs, and executive summaries into your report, you will be able to better understand how your IBM Tivoli Service Level Advisor environment is functioning. The following sections will introduce you to several third-party applications that the Redbooks team used and will provide you with examples of each. Before continuing, you must know that there are three default views provided by Reports for viewing results with the desired third-party software. These views are as follows: Resultview: Uses SLO results information to build a report. Violationview: Uses information gathered from all violations to build a report. Trendview: Trend-related information is used to build a report. The three third-party applications that were used for this redbook were BrioQuery Designer, Seagate’s Crystal Reports, and BusinessObjects. As a general rule, if you are not currently using one of these three applications, refer to the following: 1. Create a connection through your software to the ITSLA Database (DYK_CAT). 2. When asked to select the components to include in your report, select of the three views discussed previously, as shown in the list below: – Resultview – Violationview – Trendview 3. If you chose the Resultview, you may notice a component in that view labeled Evaluator Type. An average of all the average values is shown if the evaluator type is set to 4; if the evaluator type is 5, then you are viewing a sum of all the average values. 4. Using the desired format, create the report.

6.5.1 Using BrioQuery Designer with Reports
There are a number of options you may choose from when using BrioQuery Designer to create and view your reports. In the following sections, you will learn about the different features offered by BrioQuery Designer and how to create reports by using this tool.

Chapter 6. Service level Reports with ITSLA

257

Note: For the following sections, we used Brio Enterprise Version 6.0. BrioQuery Designer is just one component of the Brio.Enterprise package. Additionally, this section of the redbook is not meant to be used as a concise informational resource for the Brio product. For more information regarding your level of Brio products, please refer to the appropriate documentation that was shipped with the product.

Required steps before report creation
Before actually creating your report, there are a number of steps that must be performed. You must first create a connection to the DYK_CAT database, choose one of the available three views you wish to include in the query, and finally process that query so that you can create a report from its results. Each step is expanded on in the following sections.

Creating a database connection
The following steps describe how to create a database connection. 1. When first starting BrioQuery Designer, you will be presented with a screen asking you if you would like to create a new document or work with an existing document. Under the Create a New Document section, select the A New Database Connection File radio button and click OK. 2. The Database Connection Wizard will appear on the next screen, as shown in Figure 6-16. Assuming that you already have an ODBC connection to the ITSLA Database (DYK_CAT), under the What connection software do you want to use? section, select ODBC from the drop-down menu. Directly under that, in the What type of database do you want to connect to? section, choose DB2 from the drop-down menu and click Next.

258

Introducing IBM Tivoli Service Level Advisor

Figure 6-16 BrioQuery Database Connection Wizard

3. The next screen will ask you to connect to the data source. You must supply the fields with your DB2 user name and password, along with the database you would like to connect to, which in this case will be DYK_CAT. The database selection is located in the Host drop-down menu, and the selections are chosen from your ODBC connection information. Click Next to continue. 4. The Meta Connection Wizard screen appears next and asks you to choose between opening the wizard on the current connection or using a different connection. The On the Current Connection radio button is selected for you as default. Click Next. 5. Accept the defaults on the next screen and click Next. The last screen will ask you to click Finish to save your settings as a connection file, which can be modified later if desired. This file is saved with a .oce extension. Click Yes when it asks if you would like to save the settings, and name the file something recognizable so that you will not forget later.

Choosing a view and query processing
After saving the database connection file, the Query screen will appear, as shown in Figure 6-17.

Chapter 6. Service level Reports with ITSLA

259

Scrolling through the tables will reveal the three views described in “Viewing Reports with third-party software” on page 257. Select either Resultview. as shown in Figure 6-18. Click the + sign to expand this section. Trendview.Figure 6-17 Query screen for DYK_CAT In the bottom left-hand corner. or Violationview and drag it to the Content window. These views are located near the bottom of the selections. 1. 260 Introducing IBM Tivoli Service Level Advisor . Follow the steps below to choose a view and to query that process. which contains all the tables located in the DYK_CAT database. you will notice an expandable section labeled Tables.

Note: After adding all the selected items. Chapter 6. Reasons for doing this will be explained in “Creating a graph” on page 266. Each item located in the view’s list will appear at the top the screen in the Request section. you should see a list of items related to that view. Service level Reports with ITSLA 261 . As shown in Figure 6-18. we also added the Val item again to prepare for the chart we will create later. as shown in Figure 6-19 on page 262.Figure 6-18 Dragging Violationview to the Content window 2. You can right click each of these items in the Request section and remove them if you do not want to include them in the query. there are 17 items related to the Violationview. After dragging the view (which is now considered a Topic) to the content window. This item will appear as Val2 in the Request section at the top of the page. Right click in the top of the view where the view name is located and select Add Selected Items.

click the Show Values box to list the values associated with the selected item. You will then be presented with a Limit box for the item you selected.Figure 6-19 Adding the selected items 3. select the item in the view’s list. After selecting and right clicking the Consumer Name item. we clicked the Show Values box to list the customers who have violations. From the list of customers. In this window. we selected the Home Banking customer so that only their violations will be processed in the query. you should see in the top right-hand corner of the page the Limits link now appearing as Limits(1). in Figure 6-20 on page 263 we only want to see the violations for one customer. For example. right click. and select Limit. 262 Introducing IBM Tivoli Service Level Advisor . After clicking OK. If you would like to limit the information that will later be processed in the query. You can click this link to display all the limits you have selected.

click the Process button. There are a number of features to point out concerning this screen. At the top of the screen in the toolbar. If you feel that you did not limit your query sufficiently before processing. Chapter 6.Figure 6-20 Limiting the items for query processing 4. – You can view all items that were included in the query in the bottom left-hand corner of the screen under Query. If you would like to limit your query even more. – The results from your query will be displayed in the Contents window. You can also select the entire column and remove the ones you do not wish to view. you can toggle between the Query and Results views by clicking each. do so from the Query section. and select Limit. right click. You are now ready to process the query. – Under Sections in the upper left-hand corner of the screen. in the Results section click inside the column you wish to limit. After the processing has completed. as described in step 3 on page 262. you will receive a screen similar to the one shown in Figure 6-21 on page 264. You can then choose which values you wish to show in your report. Service level Reports with ITSLA 263 .

Figure 6-21 Query results for limited Violationview Choosing and creating your report After the query has been processed. you are now ready to choose the type of information that will be included in your report. we will be creating a report on IBM Tivoli Business Systems Manager (TBSM) violations received for the Home Banking customer. which will include a report table and a vertical bar graph. 264 Introducing IBM Tivoli Service Level Advisor . clicking the Insert menu will provide you with a list of tools you can to use to compile a report. Creating a report table Perform the following steps to create a new report. In this example. At the top of the screen.

A screen similar to the one shown in Figure 6-22 will appear. and Breach Avg Val for the Table Dimensions. a Report section has appeared.1. In the bottom left-hand corner of the screen you will see all the items listed from the query results. Figure 6-23 on page 266 displays the resulting table. Drag the items you would like to include in the table to the appropriate panels at the bottom of the screen labeled Report Group1. Val. Chapter 6. To create your report. In our example. Notice that in the upper left-hand corner of the screen under Sections. and Table Facts. This table will include TBSM LOB state green metric violations received for the week of 04/23/02 for the Home Banking customer. along with Metric Name. Viol Date. we chose to include the Consumer Name for Report Group 1. click the Insert menu at the top of the screen and select New Report. Figure 6-22 New report screen 2. Service level Reports with ITSLA 265 . Table Dimensions.

You will be taken to a blank screen with three panels located at the bottom labeled Y-facts.Figure 6-23 Report results table 3. The steps needed to create a graph are listed below. You may add any number of results items to the panels at the bottom of the screen. we will construct a bar graph that corresponds with the values located in the report table that we just created. Creating a graph You can also choose to include a graph in your report. 1. For example. Click the Insert menu at the top of the screen and select New Chart. this was not necessary. Z-categories. Any item added to the Table Facts panel will result in an additional row placed at the bottom of the table displaying an arithmetic function of that item. For our example. 266 Introducing IBM Tivoli Service Level Advisor . A Chart section will also appear in the upper left-hand corner of the screen under Sections. you could include a sum of all Violations received or an average of the breach values. and X-categories. For our example.

This is not necessary. You will find that creating the graph is similar to creating the report table. Items placed in this panel will provide the bars with their values. Figure 6-24 displays the result. by dragging the items listed in the bottom left-hand corner of the screen to the appropriate panel. Chapter 6. Service level Reports with ITSLA 267 . Figure 6-24 Two-dimensional graph Tip: Be sure to place an item with a value in the Y-Facts panel. with Viol Date and Val2 in the X-Categories panel. we placed Val in the Y-Facts panel. The main reason a second Val item was added to the query was so that we could have one Val in the Y-Facts panel. but it helps add more description to the graph. For our example. while Val2 provides the violation values on the X axis.2.

268 Introducing IBM Tivoli Service Level Advisor . Perform the following steps to add your graph to the report page. the title Chart will appear at the top the page. when a graph is initially created. Figure 6-25 Three-dimensional graph 4.3. For example. The graph can also be made to appear three-dimensional by adding an item to the Z-Categories panel. You can add text to the graph by double clicking each title. Double click this title and add the desired text in the text box. In Figure 6-25 we added the Val2 item to make the graph three-dimensional. From there you can choose from a number of different types of charts. The type of graph that is created can be changed by clicking the Format menu at the top of the page and selecting Chart Type. 5. You can do this for each title that appears in the contents window. Including a graph into the report After you have finished constructing your graph. you may now integrate it into your report.

This will open another panel. providing you with a list of report experts that will help you design your report. you may resize it by clicking it and pulling the handles to the desired width and height. 6. Select the Results view under Section in the upper left-hand corner of the page. Creating a report The reporting format used by Crystal Reports is much different from the format implemented by BrioQuery and BusinessObjects. Click the Custom button in the bottom right-hand corner of the screen. A screen labeled Report Gallery will open. Chapter 6. allowing you to choose from different custom reports and data types.bqy extension. In the Query box located in the bottom left-hand corner of the screen. directly under the reports table you created earlier. shown in Figure 6-26 on page 270. These changes automatically show up in the Reports view.2 Viewing Reports using Seagate Crystal Reports Seagate Crystal Reports provides you with the ability to include a number of different report and chart types to help enhance the viewing of your IBM Tivoli Service Level Advisor results. we used Seagate Crystal Reports Version 7 Professional. You can now save and print the file. Select Chart and drag it to the Contents window. Double clicking the graph will take you back to the Chart view where you can make additional changes to the graph. 3.5. 2. please consult the product documentation. scroll down until you notice an icon labeled Chart. If the chart seems too small. Open the Report Designer and click the New icon in the top left-hand corner of the screen. 1. Each BrioQuery file will be saved with a *. Service level Reports with ITSLA 269 . Note: For our examples. Click the SQL/ODBC button. If you are using a different version or need more information than what is supplied here.1. Included in this section are required steps to begin creating your report.

The Log On Server box appears. you may be prompted for a user name and password. For our example.5. The contents of this window include sample sources created by Crystal Reports. 270 Introducing IBM Tivoli Service Level Advisor . along with the ODBC data sources you have defined on your machine. From this list you may choose one of the three views as described in 6. “Viewing Reports with third-party software” on page 257. from which you will need to choose the DYK_CAT ODBC data source and click OK. If you have not already set up a connection to this database. 3. Click OK after choosing your view.Figure 6-26 Report gallery with Custom button selected 2. After entering these. as shown in Figure 6-27 on page 271. the Choose SQL Table screen will appear. we will choose the Violationview.

Their names will also appear in the Page Header section. Choose as many fields as you would like. place them in the Details section of the page. Service level Reports with ITSLA 271 . as shown in Figure 6-28 on page 272.Figure 6-27 Choose SQL Table window 4. Click Close after inserting the desired fields. An Insert Fields box will appear in front of the report design page. and drag them to a position on the Report Design page. When dragging the fields. which will appear as column headings after building the report. Chapter 6.

You may even choose other fields to limit by clicking the New button. For example. you have a wide variety of options to choose from when limiting your data. select the field you just inserted. choose the is one of option from the drop-down menu and then choose your dates in the second drop-down menu that appears. In this box. as shown in Figure 6-29 on page 273. If you prefer to include only information for one customer or violations just for a specific day. 272 Introducing IBM Tivoli Service Level Advisor . if you would like to include only violations that were received over the weekend. right click and choose Select Expert.Figure 6-28 Insert fields and report design page 5. You may adjust the section in the design page as necessary to make more or less room for the fields you just inserted.

you can use the text object feature by either clicking the icon in the toolbar (ab) or by selecting Insert -> Text Object. you can view a preview of your report by clicking the lightning bolt in the toolbar or pressing the F5 key. such as in the report header or report footer. a new tab will appear in the top left-hand corner of the design page. If you would like to place text in any of the other sections of the report. Chapter 6. Click this tab to see a preview of your report. Drag the text box to the section where you would like to place the text. Service level Reports with ITSLA 273 .Figure 6-29 Select Expert being used to limit the violation dates 6. When you do this. labeled Preview. If your design page is now set up the way you want it. An example is shown in Figure 6-30 on page 274.

1. 2. Click the Chart button in the toolbar or select Insert -> Chart. The Chart Expert screen will appear. Building a chart After refreshing the text portion of your report. For our example. as shown in Figure 6-31 on page 275. you can now insert a chart. Follow the steps listed below to begin building a chart. After making changes.Figure 6-30 The preview screen 7. refresh the data each time for your changes to take effect. 274 Introducing IBM Tivoli Service Level Advisor . From this screen you can choose from a variety of charts to insert. the bar chart was chosen. If you do not like the way the data appears in the preview screen. you can go back to the design tab and readjust the columns.

click the Data tab to select what data you would like to include in your chart. Chapter 6. such as consumer name or violation date.Figure 6-31 Chart Expert box 3. select the field you placed in the box and place a check-mark in the Don’t summarize values box. For our example. Data that represents a value should be placed in this box. Data that is placed here should represent a category. If you do not want the data to be summarized. Figure 6-32 on page 276 shows the Data tab of the Chart Expert box. These selections determine how your values are plotted in the chart. There is also a drop-down menu just above the box that provides you with two options: On change of and For each record. The top box on the right side of the Data tab represents the X-axis. For our example. There are five tabs located in the Chart Expert box. depending on where you would like to move the field. click the available field and click the arrow to the right of the box. The bottom box. To select the data to include. we chose Val. Service level Reports with ITSLA 275 . the violation value for average. After selecting the type of chart you would like to use. labeled Show Value(s):. represents the Y-axis. we chose Consumer_Name and Viol_Date.

A preview of our example appears in Figure 6-33 on page 277. data values. 276 Introducing IBM Tivoli Service Level Advisor . click the OK button in the Chart Expert to view a preview of your chart.Figure 6-32 The Data tab 4. On the Options tab. subtitles. 6. After configuring your chart. You can add titles. allowing you to change the chart color. 7. chart customization features are displayed. On the Axes tab. you can right click the chart and go back to the Chart Expert to change the data values. the way the data values are displayed. The legend is useful when using dates for the data points. 5. If you do not like the way it appears. and footnotes to your chart on the Text tab. and number of divisions. you can decide how the chart displays each axis in terms of gridlines. and the visibility and placement of the legend.

You will notice on the Design tab. You may need to resize the sections if this is the case. If you would like to place this chart somewhere else. Service level Reports with ITSLA 277 .Figure 6-33 Report preview screen 8. 6. In this section we provide some examples of how to integrate the BusinessObjects User module technology with IBM Tivoli Service Level Advisor data. drag the chart to the desired section.5. that the chart is automatically placed in the Report Header section. Chapter 6. The BusinessObjects platform allows you to elaborate the IBM Tivoli Service Level Advisor data in such a way to personalize the information to be used at different levels in the enterprise.3 Using BusinessObjects with Reports The BusinessObjects product used in the IBM Tivoli Service Level Advisor environment is useful in consolidating the SLA violation data in an elaborated report form.

system. Creating a Universe The following steps describe Universe creation: 1. and can represent any specific application.Business Object integration with ITSLA In order to integrate the BusinessObjects product with IBM Tivoli Service Level Advisor you have to create a BusinessObjects Universe. In the Windows environment.1 -> Designer. Therefore. select Start -> Programs -> BusinessObjects 5. Click the Quick Design Wizard icon on the control bar. it is important to build the Universe in such a way as to obtain all the data needed to create the desired reports. such as tables. columns. Click Begin. The Quick Design Wizard screen opens. A Universe is a business-oriented mapping of the data structure found in databases. 2. Universes enable end users to build queries from which they can generate and perform analysis and reports. Figure 6-34 Define Universe Parameters window 278 Introducing IBM Tivoli Service Level Advisor . or group of users. and joins. In the BusinessObjects User module.

In this dialogue window you have to enter the Universe name (we chose the name Report for SLA Violations) and choose an existing database connection or create a new one. Note: In our case. Supply the following fields with the relevant connection information for the ITSLA Database: • Choose a name for the connection. View the BusinessObjects documentation for information regarding the software and configuration requirements for the connection to the database. as shown in Figure 6-35. The IBM DB2 CAE window opens. Figure 6-35 Parameters of database connection window c. From the Add a Connection dialogue window.3. Chapter 6.Step 1 of 4 window opens. Service level Reports with ITSLA 279 . To create a new connection. b. Click New. perform the following steps: a. which contains the SLA violations data. The Quick Design Wizard . Select the IBM DB2 CAE network driver and click OK to define the parameters for the connection. BusinessObjects is installed on the same machine where the ITSLA Database is located. as shown in Figure 6-34. We created a new connection to the ITSLA Database (DYK_CAT).

Figure 6-36 Second step of Universe creation process 4. In this step you select the tables. select the MAX_VAL column. and VIOLATIONVIEW. The Create Initial Classes and Objects window opens. if you want to know the number of violations of the maximum value defined for the Service Levels Objectives. the measure object Number of Max Val displays.• • • From the Database engine drop-down menu select DB2 UDB v7. TRENDVIEW. 280 Introducing IBM Tivoli Service Level Advisor . Click Add>> to choose the tables as Universe classes and objects. These views contain the violation and trend data for ITSLA. Click Count>>. If the connection is successful. as shown in Figure 6-36. In this step you are asked to create calculations (called measure objects) that will be useful in defining and creating your report. On the left side of the window. For example. views. 5. and columns that you want to use for your reports. Select DYK_CAT from the Data source name field and click Test to test the connection. click RESULTVIEW. b. click OK. The Create Measure Objects window opens. do the following steps: a. Click Next. After expanding the DB2ADMIN folder. Insert the user name and the password of an administrative user of the ITSLA Database (we chose the user db2admin). Click Next. c. In the VIOLATIONVIEW table.

which will show the capability of the BusinessObjects/ITSLA integration. The production of this report is achieved through the following steps: 1. Choose the Generate Standard Reports radio button and click Begin. Report creation examples In the following sections. The BusinessObjects window opens.d. Service level Reports with ITSLA 281 . Create as many measure objects as your report requires. We chose to also insert the measure object Number of Val. Figure 6-37 Select Universe as data access Chapter 6. we will create two example reports using BusinessObjects.1 -> BusinessObjects. we would like to find out how many violations for a service level objective maximum value per customer occurred since the beginning of the service. 6. Open the BusinessObjects interface. and the create reports wizard automatically starts. Select Next and then click Finish to complete the Universe creation. 2. First example For our first example. selecting Start -> Programs -> BusinessObjects 5.

as shown in Figure 6-37.3. Figure 6-38 Query Panel . Expand the Reports for SLA violations Measures folder. 4. The Query Panel allows you to build the SQL queries to access data. The Specify Data Access window opens. In this dialogue window you specify in which way you would like to access the data. 6. Note: Number of Max Val is the calculation defined during the Universe creation. Click Finish. The Query Panel of the chosen Universe displays. as shown in Figure 6-38. We chose to access the data by using the Universe we just created. and double click it. You can find the classes and objects of the Universe on the left-hand side of the screen. select the Consumer Name and Viol Date objects. and it is the number of violations of a maximum value set for the service level objectives. Expand the Violationview folder. 282 Introducing IBM Tivoli Service Level Advisor . select Number of Max Val calculation. We select the Report for SLA violations Universe that we created in “Business Object integration with ITSLA” on page 278. The Select Universe dialogue window opens.Report for SLA violations Universe 5. and double click them.

Service level Reports with ITSLA 283 . right click Report 1 in the lower left-hand side of the window and select Apply Templates. To customize the report. Figure 6-39 Business Object Report for max violations 8. as shown in Figure 6-39 on page 283. Click Run.7. as shown in Figure 6-40 on page 284. Chapter 6. The BusinessObjects default report displays.

you must select one of the templates. the report shown in Figure 6-41 on page 285. When the Apply a Template window opens. We have obtained. The BusinessObjects product allows you to easily customize the graphics. with some customization. 284 Introducing IBM Tivoli Service Level Advisor .Figure 6-40 Apply templates to report 9.

The Query Panel displays. Chapter 6. Execute the following steps to customize the report: 1. Expand the ViolationView folder. focusing on which component (in the customer order) has the highest number of SLA violations. select and then double click the following objects: Consumer Name. Execute steps 1 through 5 from the previous “First example” on page 281. Service level Reports with ITSLA 285 . as shown in Figure 6-38 on page 282. or as a PDF file. we show how to obtain a report for a single customer. Viol Date Val objects.Figure 6-41 BusinessObject customized report The created report can be saved in a BusinessObjects format. an HTML document. Expand the Reports for SLA violations Measures folder and double click the Number of Val object. Component Name. Second example In this example.

as shown in Figure 6-42. double click the Matches pattern operator. Figure 6-42 Create a condition in a BusinessObjects query b. the query retrieves data belonging only to the Home Banking consumer. Click OK.2. Drag and drop the Consumer Name object to the Conditions window. If you would like to initiate a query on a specific customer. double clicking Show list of values will display a list of customer names. you must create a condition. By creating this condition. 286 Introducing IBM Tivoli Service Level Advisor . To create a condition execute the following steps: a. In the Operators window on the left. as shown in Figure 6-43 on page 287. From the Operands window. We chose the Home Banking consumer name.

Click Run to execute the query. as shown in Figure 6-44 on page 288. Service level Reports with ITSLA 287 .Figure 6-43 List of consumer names 3. The BusinessObjects window displays. Chapter 6.

288 Introducing IBM Tivoli Service Level Advisor . You will notice in Figure 6-44 that the Home banking LOB component has been selected. along with the Val object.Figure 6-44 BusinessObjects window 4. The information contained within this report refers to the violations received for a sole customer from only one component. which indicates the percentage of uptime for the Home banking application. You may customize your report in this window.

2002 289 . This chapter gives tips and hints for performance enhancement of critical components and supporting applications of an IBM Tivoli Service Level Advisor environment. The focus regarding performance tuning discussed in this chapter are for the following components: ITSLA Database Server IBM DB2 Universal Database Enterprise Edition IBM WebSphere Application Server IBM HTTP Server Tivoli Presentation Services Supported Operating Systems © Copyright IBM Corp. Performance maximization techniques IBM Tivoli Service Level Advisor is dependent on a number of supporting applications and components that need to be tuned up for proper performance.7 Chapter 7.

and large environment is defined as described in Table 7-1. and large ITSLA environment ITSLA components Small Medium Large Customers Realms Offerings Schedules Customer orders Metric evaluators Metric evaluations Component types Component resources 10 1 3 10 100 100 300 10 100 100 10 25 50 2000 4000 12000 10 1000 500 20 50 100 5000 10000 30000 10 5000 For more information on tuning your respective applications.com/db_area/archives/2001/q1/hayes. SG24-6012 http://www. and large configurations.db2mag. refer to the following publications and URLs: Database Performance on AIX for DB2 UDB and Oracle Environments Redbook. SG24-5511 DB2 UDB Version 7. medium.1 Initial considerations The following sections provide performance tuning tips for small. For the purposes of this chapter.com/db_area/archives/2001/q4/hayes. medium.1 Performance Tuning Guide Redbook. Table 7-1 Definition of small.db2mag. making changes where necessary.7.shtml 290 Introducing IBM Tivoli Service Level Advisor . a suggested approach would be to use these values as a starting point and then to monitor system performance. a small. medium. As these may not be the best settings for your environment.shtml http://www.

This value should be equal to or less than the MAXAGENTS value defined in the database schema.3.3 IBM DB2 Performance tuning considerations Depending on the size of your environment. Follow the recommendations given in the following sections to help maximize your DB2 server’s potential. consider making the following changes to your IBM DB2 Universal Database Enterprise Edition servers: Specify the amount of memory allocated for the database system monitor data. Performance maximization techniques 291 . you may need to change the value of the maxConnections parameter. issue the following command from a DB2 command line: db2 get dbm cfg | grep MAXAGENTS For all operating systems.properti es For the Presentation Services Server sdc datasource /PS_DIR/cfg/fwp_ps/com/tivoli/managed/spi/host_name/ds/sdc/.properti es For the ITSLA Server dmt datasource /$SLM_BASEDIR/cfg/default/com/tivoli/managed/spi/host_name/ds/dmt/.7. 7.properties 7. in 4 KB pages: db2 update dbm cfg using mon_heap_sz 50 Change the average number of active applications connecting to the DYK_CAT database: db2 connect to dyk_cat user DB2_user using DB2_password db2 update db cfg for DYK_CAT using avg_appls 5 Chapter 7. In order to find the MAXAGENTS value.1 Small environments If your environment can be categorized as a small environment according to Table 7-1 on page 290. there are many options available when tuning your IBM DB2 Universal Database Enterprise Edition servers’ performance. with a default value set to 25: For the ITSLA Server sdc datasource /$SLM_BASEDIR/cfg/default/com/tivoli/managed/spi/host_name/ds/sdc/.2 ITSLA Database Server tuning considerations In order to prevent database connection failure errors on the ITSLA Database Server. the maxConnections value is defined in the datasource properties file in the following locations.

In a medium environment.2 Medium environments If your environment is categorized as a medium-sized environment according to Table 7-1 on page 290. SC09-2951. refer to DB2 UDB Command Reference Version 7. Specify the amount of memory allocated for the database system monitor data. consider making the changes listed below to your IBM DB2 Universal Database Enterprise Edition servers.Specify the number of asynchronous page cleaners for the DYK_DM database: db2 connect to dyk_dm user DB2_user using DB2_password db2 update db cfg for DYK_DM using num_iocleaners 2 The following values can be set to prevent transaction failure with an out of transaction space on the DB error.3. in 4 KB pages: db2 update dbm cfg using mon_heap_sz 80 Make the following changes to the DYK_CAT database configuration: db2 db2 db2 db2 db2 db2 db2 db2 connect to dyk_cat user DB2_user using DB2_password update db cfg for DYK_CAT using avg_appls 5 update db cfg for DYK_CAT using dbheap 10000 update db cfg for DYK_CAT using sortheap 8000 update db cfg for DYK_CAT using num_iocleaners 6 update db cfg for DYK_CAT using num_ioservers 5 update db cfg for DYK_CAT using dft_prefetch_sz 32 alter bufferpool IBMDEFAULTBP size 25000 Make the following changes to the DYK_DM database configuration: db2 db2 db2 db2 connect to dyk_dm update db cfg for update db cfg for update db cfg for user DB2_user using DB2_password DYK_DM using dbheap 2000 DYK_DM using num_iocleaners 5 DYK_DM using num_ioservers 4 292 Introducing IBM Tivoli Service Level Advisor . 7. it is also recommended that you take advantage of multiple hard disks. The logfilsiz parameter specifies the amount of disk storage in pages that is allocated to the log files that are used for data recovery. The logprimary and logsecond parameters determine the number of primary and secondary log files that will be used for database recovery. which will allow you to define multiple ioservers and iocleaners. Their size is determined by the number specified when setting the logfilsiz parameter. db2 update db cfg for DYK_DM using logfilsiz 2500 db2 update db cfg for DYK_DM using logprimary 10 db2 update db cfg for DYK_DM using logsecond 40 For more information on the database and database manager parameter configurations.

db2 db2 db2 db2 connect to dyk_dm update db cfg for update db cfg for update db cfg for user DB2_user using DB2_password DYK_DM using logfilsiz 2500 DYK_DM using logprimary 10 DYK_DM using logsecond 118 In order to optimize your IBM DB2 Universal Database Enterprise Edition environment for querying. PREFETCHSIZE dictates the quantity of data to asynchronously retrieve for each prefetch request. Generally. By simply moving the temporary tablespace to a different physical disk. Drop the original temporary tablespace so that the new temporary tablespace is used. elapsed time for a query can be cut by almost 25 percent. The logfilsiz parameter specifies the amount of disk storage in pages that is allocated to the log files used for data recovery. “Troubleshooting the ITSLA” on page 299. The reorgchk utility will provide you with the amount of free space available and the amount of space being used. Performance maximization techniques 293 . 5. Use a TEMPSPACE tablespace with four container directories. The logprimary and logsecond parameters determine the number of primary and secondary log files that will be used for database recovery. The runstats command will provide statistics on particular database tables and indexes. as it will significantly improve performance. thus minimizing the impact of I/O service delays. The standard DB2 EXTENTSIZE and PREFETCHSIZE for the TEMPSPACE is 32 . Create a new temporary tablespace using one SMS container on a different operating system file system located on a separate physical disk.4 KB pages. Execute the runstats and reorgchk commands on the DYK_DM database. Enable intrapartition parallelism using the following command: db2 update dbm cfg using INTRA_PARALLEL YES Set the default degree of parallelism for the database to X# (where X# equals the number of system processors) using the following command: Chapter 7. 3. DB2 has the ability to prefetch data asynchronously in anticipation of the CPU's ability to process it. 2. Their size is determined by the number specified when setting the logfiles parameter. refer to Chapter 8.db2 db2 db2 db2 update db cfg for DYK_DM using dft_prefetch_sz 32 alter bufferpool IBMDEFAULTBP size 10000 alter bufferpool DM_BUFF2 size 10000 alter tablespace DM_RGLR prefetchsize 64 The following values can be set to prevent transaction failure with an out of transaction space on the DB error. 4. perform the following: 1. and the multiple should be equal to the number of containers. Place the containers on disks that are not otherwise being used by the database. For more information on these two commands. PREFETCHSIZE should be a multiple of EXTENTSIZE.

3 Large environments If your environment is categorized as a large environment according to Table 7-1 on page 290. and make the following additional changes: Make the following changes to the DYK_DM database configuration: db2 alter bufferpool STG_BUFF size 1000 db2 alter bufferpool IBMDEFAULTBP size 10000 Make the following change to the TWH_CDW database configuration: db2 alter tablespace USERSPACE1 prefetchsize 64 Enable parallel I/O for every table space by issuing the following command: db2set DB2_PARALLEL_IO=* In addition to these configuration changes.1 Performance Tuning Guide. 294 Introducing IBM Tivoli Service Level Advisor .db2 update db cfg for DBNAME using DFT_DEGREE X# 7. but during ETL processing. and no changes are necessary.3. SC09-2945 DB2 UDB Administration Guide: Implementation Version 7. the size may increase by as much as 2500 bytes per data point being extracted. refer to the following manuals: DB2 UDB Version 7. This value is defined in the server-cfg. When running large ETL extracts over 450 k data points. which is located in the /$WAS_HOME/config directory. Each data point in DYK_DM increases the size of the database by approximately 500 bytes. be sure to increase the amount of log file space (1130 bytes per data point). SC09-2944 DB2 UDB Command Reference Version 7. follow the recommendations in “Medium environments” on page 292. you may also want to consider assigning multiple physical hard disks to the IBM Tivoli Service Level Advisor databases. For more information regarding the topics found in the DB2 performance tuning section. SC09-2951 7. For medium and large environments.4 IBM WebSphere performance tuning The default values and setup of IBM WebSphere Application Server are suitable for small environments. we recommend that you change the value of the parameter maximumHeapSize to 768 MB.xml file. Notes on DB2 and large systems The DYK_DM default log file size will support up to 450 k data points.

conf file.1 Medium environments For medium environments. we recommend that you change the following options in the httpd. and large configurations.6 Presentation Services Web Console tuning Depending on the size of your environment. we recommend that you set the maximum heap size to 512 MB by performing the following. Double click the jvmOption8 value and change it to -Xmx512m.5 IBM HTTP Server performance tuning For small.We also recommend that you follow the instructions provided in the IBM WebSphere Application Server product documentation. 7. and type in regedit in the Run box. c.conf parameters KeepAlive Off MinSpareServer 2 MaxSpareServer 10 StartServers 2 MaxClients 150 7. consider making the changes as listed below. Performance maximization techniques 295 . Select Start -> Run. navigate through the path HKEY_LOCAL_MACHINE -> SYSTEM -> CurrentControlSet -> Services -> pc_wc -> Parameters. depending upon your operating system: On a Windows platform: a. the provided default values are appropriate and no change is recommended. From the regedit screen.conf is located in the /http_server_dir/conf directory: Example 7-1 http. httpd. b. Chapter 7. For a small environment. 7.6. medium.

2 Large environments For large environments. As we have only worked with Windows and AIX environments in the ITSO lab. Locate the wc. b. navigate through the path HKEY_LOCAL_MACHINE -> SYSTEM -> CurrentControlSet -> Services -> pc_wc -> Parameters.On a UNIX platform: a. On a UNIX platform: a. consider making the following changes to enhance the performance of your IBM Tivoli Service Level Advisor environment. 7. Locate the wc. b. 7.6.7 Operating system performance tuning Depending on your operating system. we do not provide performance suggestions for the other supported platforms. depending upon your operating system: On a Windows platform: a. Select Start -> Run. c. 296 Introducing IBM Tivoli Service Level Advisor . Change the $JVMARG = $JVMARG -Xmx384m value to $JVMARG = $JVMARG -Xmx768m. you can significantly improve performance by optimizing your system traffic instead of file sharing. 7. b. For additional information on performance optimizations. we recommend that you set the maximum heap size to 768 MB by performing the following. and type in regedit in the Run box. Change the $JVMARG = $JVMARG -Xmx384m value to $JVMARG = $JVMARG -Xmx512m.sh file in the /PS_Dir/bin/private/generic_unix directory path.1 Windows environments If you are using a Windows NT or Windows 2000 server for the ITSLA Reports Server with IBM WebSphere Application Server.7. From the regedit screen.sh file in the /PS_Dir/bin/private/generic_unix directory path. refer to the official operating system documentation. Double click the jvmOption8 value and change it to -Xmx768m.

Scroll down to the Soft FILE size line and change the value listed to -1.Perform the following steps to make these changes: 1. 7. Select the option Maximize data throughput for networking applications. navigate through the path Security & Users -> Users -> Change/Show Characteristics of a User.7. Click Properties on the Local Area Connection screen. and select File and Printer Sharing for Microsoft Networks. that this user can create or extend when invoking a process. Perform the following steps to make this change: From the SMIT menu. 3. This parameter defines the largest soft file size. Type in the name of the IBM DB2 administrative user in the entry field.2 AIX environments In order to enable large file support. ensure that the Soft FILE size value is set to -1 for the IBM DB2 Universal Database Enterprise Edition administrative user. Navigate through the path Start -> Settings -> Control Panel -> Network and Dial-up Connections -> Local Area Connection. 2. Chapter 7. Performance maximization techniques 297 . in 512-byte blocks.

298 Introducing IBM Tivoli Service Level Advisor .

8 Chapter 8. but all have been included in this redbook to provide an all-in-one reference point. The main topics of discussion concerning possible trouble areas are as follows: IBM DB2 Universal Database Enterprise Edition Tivoli Enterprise Data Warehouse IBM WebSphere Application Server IBM Tivoli Service Level Advisor IBM Console TEDW Source ETLs IBM Tivoli Service Level Advisor Reports © Copyright IBM Corp. Some of this information can be found in the numerous documents included with the product. This chapter’s intent is to address the potential problems one may come across and to provide solutions that will remedy these issues. Troubleshooting the ITSLA During the course of setting up and configuring an IBM Tivoli Service Level Advisor environment. 2002 299 . you may encounter various error codes and situations that could add significant time to deployment of this solution.

8.1 drivers are loaded by default during the IBM DB2 installation. and note the size of the db2java.0. 300 Introducing IBM Tivoli Service Level Advisor . JDBC 2.0. you are running JDBC level 1. For UNIX. navigate to the DB2_DIR\java directory. Refer to Section .0 is installed and you must upgrade to JDBC 2. configure.1 IBM DB2 Universal Database Enterprise Edition At the core of the IBM Tivoli Service Level Advisor lies the IBM DB2 Universal Database Enterprise Edition.0 and must update to JDBC level 2. Refer to “Manually updating the JDBC level” on page 301 for more information.132 KB.zip file. root. The group should include the database administrator.zip is included in the command output. log in as the database instance owner and source db2profile located in the DB2_INST_DIR/sqllib directory. If the size of the file is 1. In this section you will find pertinent information that will help you install. When implementing an IBM Tivoli Service Level Advisor environment. “Manually updating the JDBC level” on page 301 for more information. the JDBC level is 2.zip is located in the command output.347 KB.0. the IBM DB2 administrative user name should be indicative of its purpose and should have the newly created IBM DB2 group assigned as its primary group.0 drivers are required. where DB2_DIR is the IBM DB2 location. IBM DB2 Java Database Connectivity (JDBC) levels The JDBC 1. and administer your IBM DB2 environment. be sure to set up the IBM DB2 administrative user and group. If the file size is equal to 1. then JDBC level 1. Check the CLASSPATH variable by running the following command: echo $CLASSPATH If DB2_INST_DIR /sqllib/java12/db2java. and sys users.1 Installation and configuration This section includes troubleshooting hints and tips that may be useful when installing and configuring IBM DB2 Universal Database Enterprise Edition. To not be confusing.1. you are running JDBC level 2. To verify whether the correct JDBC drivers are being used. User and group setup Prior to installing IBM DB2 on UNIX systems. perform the following steps for your respective operating system: For Windows. unexpected results may occur. 8.0. where DB2_INST_DIR is the instance home of the ITSLA Databases. If DB2_INST_DIR/sqllib/java/db2java. If the IBM DB2 server and client drivers are at different levels.

zip should now be copied into the DB2_DIR\java directory. after following the above steps your JDBC level is still at level 1. perform the following steps. Troubleshooting the ITSLA 301 .Manually updating the JDBC level The JDBC level is automatically updated when IBM Tivoli Service Level Advisor is installed. run the steps described in “IBM DB2 Java Database Connectivity (JDBC) levels” on page 300 to verify that the JDBC level was updated correctly. After you have completed the above steps. find the userprofile script in the DB2_DIR/sqllib directory and add the following line: .0. Sun Solaris specific changes If the IBM DB2 server is being installed on a Sun Solaris system. For Windows. DB2_DIR/sqllib/java12/usejdbc2 If the userprofile script does not exist. For UNIX.0. additional changes will have to be made to the /etc/system file in order for the database server and client to function correctly. issue the following command from the DB2_DIR\java 12 directory. add the above line to the end of the db2profile script located in the DB2_DIR/sqllib directory. The values that need to be changed on the Solaris IBM DB2 client are listed in Table 8-1. If. to update to JDBC level 2. where DB2_DIR is the IBM DB2 installation location: usejdbc2 The correct version of db2java. dependent upon the operating system. Table 8-1 /etc/systems parameters on Sun Solaris Parameter Value msgsys:msginfo_msgmax msgsys:msginfo_msgmnb msgsys:msginfo_msgseg msgsys:msginfo_msgssz 65535 65535 8192 16 Chapter 8.

128 MB 128 . the parameters msgsys:msginfo_msgmax and msgsys:msginfo_msgmnb must be set to 65535 or higher. the appropriate lines must be added to the /etc/system file. To set the parameter msgsys:msginfo_msgmnb to a value of 65535. In order to update these values.There are a couple of points that need to be made concerning the provided chart.256 MB 256 . add the following line to the end of the /etc/system file: set msgsys:msginfo_msgmnb = 65535 The values that must be added to a Solaris IBM DB2 server are slightly different and are based on the amount of memory installed. First. Table 8-2 Parameters for a Sun Solaris IBM DB2 server Kernel parameter 64 . in order for these changes to take effect. Secondly. It is very important that the chart is followed exactly or fatal errors may occur to the Solaris system. the system must be rebooted.512 MB 512 MB + msgsys:msginfo_msgmax msgsys:msginfo_msgmnb msgsys:msginfo_msgmap msgsys:msginfo_msgmni msgsys:msginfo_msgssz msgsys:msginfo_msgtql msgsys:msginfo_msgseg 65535 65535 130 128 16 256 8192 65535 65535 258 256 16 512 16384 65535 65535 258 256 16 1024 32768 65535 65535 258 256 16 1024 32768 shmsys:shminfo_shmmax shmsys:shminfo_shmseg shmsys:shminfo_shmmni 67108864 16 300 134217728 16 300 268435456 16 300 536870912 16 300 semsys:seminfo_semmni 128 256 512 1024 302 Introducing IBM Tivoli Service Level Advisor . Table 8-2 gives the information to be used when installing the IBM DB2 Universal Database on Solaris. The appropriate command syntax is given below: set parameter_name=value Where parameter_name represents the parameter you want to change and value is the number you would like to assign to that parameter.

256 MB 256 . use the syntax given below in the /etc/system file: set shmsys:shminfo_shmmax = 184968806 Remember to reboot the system in order for the kernel parameter changes to take effect. Issue the following command.1/instance 3. set the shmsys:shminfo_shmmax parameter to 48183821 (512 * 0. Troubleshooting the ITSLA 303 . For example. Verify that the IBM DB2 administrative user and group have been created successfully with the appropriate privileges. and new_instance_name is the name of the new instance.log files. where dbadmin_name is the name of the database administrative account. change to the following directory: – For AIX: /usr/lpp/db2_07_01/instance – For Solaris: /opt/IBMdb2/V7. Depending on your operating system.Kernel parameter 64 .9 * 1024 * 1024).2 Databases creation This section includes error codes and messages that may be encountered when attempting to create an IBM Tivoli Service Level Advisor database or when trying to connect to an existing database. To set the values for the given parameters. whichever is higher.512 MB 512 MB + semsys:seminfo_semmap semsys:seminfo_semmns semsys:seminfo_semmnu semsys:seminfo_semume 130 256 256 50 258 512 512 50 514 1024 1024 50 1026 2048 2048 50 The values for the shmsys:shminfo_shmmax parameter should be set to the suggested value in the given table or 90 percent of the physical memory in bytes. 2.128 MB 128 .1/instance – For Linux: /usr/IBMdb2/V7. if you have 512 MB of physical memory in your Solaris system.1. Critical information concerning the following error messages can be found in the dyk_cat. Instance creation failure on UNIX platforms You may create the IBM DB2 instance manually if you receive an error while creating the instance during the initial IBM DB2 setup on UNIX systems. which should be identical to the db2admin_name parameter: db2icrt -a SERVER|CLIENT -u db2admin_name new_instance_name 8. Perform the following steps in order to manually create the IBM DB2 instance: 1.log and dyk_dm. Chapter 8.

drop the database: db2 drop db any_db d. uncatalog the database and then terminate all connections: db2 uncatalog db any_db db2 terminate 3. Run the following command from the IBM DB2 command line: db2 list db directory 2. where missing_db is the missing database and any_db is a generic catalog entry: db2 catalog db missing_db as any_db b. perform with the following steps: a. Issue the following command. If either or both the DYK_CAT and DYK_DM databases are not included in the listing. If you receive a failure when attempting to drop the database. Attempt to start the IBM DB2 server by issuing the db2start command. SQL1005N message The error message is as follows: SQL1005N: The database alias already exists in either the local database directory or system database directory. Before trying to re-add the databases with the provided scripts. SQL1032N message The error message is as follows: SQL1032N: No start database manager command was issued SQLSTATE=57019 This error usually means that the database manager is currently not operative. Make sure the any_db you catalogued was created successfully by running the following command: db2 list db directory c. perform the following steps: 1. After you verify that the catalog was successful. SQL1403N message The error message is as follows: SQL1403N: The username and/or password supplied is incorrect SQLSTATE=08004 304 Introducing IBM Tivoli Service Level Advisor .Failure when running database creation scripts The following errors may be seen during database creation. Attempt to run the database creation scripts again.

Use Table 8-2 on page 302 to confirm the correct kernel parameter values in the /etc/system file. If you get the SQL1224N message on Solaris. this error code indicates that all shared memory segments for IBM DB2 have been exhausted. To enable extended shared memory on AIX. you may encounter the error codes or messages in the following section. The meaning of this error code differs if the IBM DB2 server is located on an AIX or Solaris system. perform the following steps: 1. More information on these values can be found in DB2 UDB Quick Beginnings for UNIX Version 7. please refer to the DB2 UDB Troubleshooting Guide Version 7. GC09-2850. 2. or if the user does not have the appropriate privileges to run the creation scripts. Connecting to databases When attempting to connect to the IBM Tivoli Service Level Advisor databases. Chapter 8. Troubleshooting the ITSLA 305 . You may also see this error if any of the IBM Tivoli Service Level Advisor components are installed on the same machine as the ITSLA Database Server component. Check the user name and password combination. If the provided solutions do not resolve the problem. Add the following lines to sqllib/db2profile: EXTSHM=ON export EXTSHM 4. an incorrect configuration on the Solaris database server may exist. you may receive this error.If the user name and password used during the database creation were incorrect. Typically. Run the following command from an IBM DB2 command line: db2set DB2ENVLIST=EXTSHM 3. Reboot the machine for the changes to take effect. If you get the SQL1224N message on AIX. GC09-2970. SQL1224N message This error code can contain many different meanings within an IBM Tivoli Service Level Advisor environment. These values must be entered exactly as shown in order for IBM DB2 to function as expected. you may need to configure IBM DB2 to use extended shared memory if the IBM Tivoli Service Level Advisor databases reside on the same machine as any of the other IBM Tivoli Service Level Advisor installation options. Add EXTSHM=ON to the /etc/environment file. or check the user’s privileges before running the creation scripts again.

From a IBM DB2 command line. the command would be as follows: db2 update dbm cfg using svcename db2cdb2admin 306 Introducing IBM Tivoli Service Level Advisor . If a connection is still unable to be established. 2. run the following command: db2 get dbm cfg Check the SVCENAME parameter in the above command’s output. For UNIX. with only the port being changed. more than likely the instance was created manually. Verify that the IBM DB2 system to be reached can be pinged by the DNS host name and IP address. you will need to switch to the IBM DB2 administrative user and issue the following command: db2 update dbm cfg using svcename connection entry in services file For example. If no value exists. issue the following commands to ensure that the IBM DB2 server is functioning properly: a. this error code indicates that the IBM DB2 client or server is not set up correctly to communicate with other IBM DB2 systems. and there is no value associated with IBM DB2 in the services file. /etc directory. the first line would look like this: db2cdb2admin 50000/tcp #Connection port for db2admin The interrupt line would follow the same format as the connection line.SQL30081N message When attempting to connect to remote IBM Tivoli Service Level Advisor databases. if your connection line entry was db2cdb2admin. If there is a value associated with SVCENAME. The services file is located in the following areas. add the following lines to the end of the file: db2cinstance_name 50000/tcp #Connection port for instance_name db2iinstance_name 50001/tcp #Interrupt port for instance_name For example. dependent upon operating system: • • For Windows. continue on to step b. The steps below are provided to help troubleshoot the above error message. If there is no value in the services file. if your instance name is db2admin. WIN_DIR\system32\drivers\etc. 1. Below is an example of the interrupt line: db2idb2admin 50001/tcp #Interrupt port for db2admin After adding the appropriate lines to the services file.

run the following command from the same window: db2set DB2COMM = TCPIP This will set the IBM DB2 communication protocol to TCP/IP. You should see DB2COMM=TCPIP (if TCP/IP is the communication protocol being used). Chapter 8. ii. or consult DB2 UDB Administration Guide: Implementation Version 7. SC09-2944. remember to delete the old entries in the services file. SC09-2951. check the DB2 UDB Command Reference Version 7. Choose another port and configure IBM DB2 to use that port following the instructions above. a SQL1063N message should be found after the IBM DB2 server has been restarted. iii. for additional assistance. b. d. If you are using another protocol. for more details.After issuing the above command. Refer back to the above steps and recheck the values entered. If you do decide to configure another port for IBM DB2. Troubleshooting the ITSLA 307 . there are a number of options available to resolve this issue: i. check the DB2COMM environment variable by issuing the following command from a IBM DB2 command line: db2set Output from this command should contain a number of IBM DB2 environment variables. and instead see a SQL1054N message in your logs. End the service that is using the port. Reboot the machine to clear the port from use. as conflicting services will cause IBM DB2 to function improperly. If the correct information is not provided in the output. c. You may check the port’s status by using the following command: netstat -a |grep port_number If any application is found utilizing the IBM DB2 port specified in the services file. After the above steps have been completed and verified. Search on the port assigned to IBM DB2 in the services file to verify that no other application is using the same port. your IBM DB2 server is still not functioning properly. The instance should now be listening on TCP/IP port 50000. the IBM DB2 instance must be stopped and restarted. If you do not see this message. Stop and restart the IBM DB2 server using the following commands: db2 stop force db2start If you have set everything up correctly. The DB2COMM variable is specific to IBM DB2 communication and is the variable to be searched for in the db2set command’s output.

308 Introducing IBM Tivoli Service Level Advisor . “Configuring the ODBC connections” on page 103. To further verify the successful creation of the ODBC data sources. and password is the IBM DB2 administrative user’s password. the IBM DB2 client may appear to be hung when trying to communicate with the IBM DB2 server. Verifying ODBC data sources If you have not done so already. 8.3 Administration issues This section includes numerous errors one may receive while administrating the IBM DB2 Universal Database Enterprise Edition environment and covers different scenarios to help improve the performance of your IBM DB2 server. run the following command from a IBM DB2 command line to verify the creation of the ODBC data sources for the IBM Tivoli Service Level Advisor databases: db2 list system odbc data sources The DYK_CAT and DYK_DM databases should be included in the above command’s output. GC09-2850. you can create the data sources manually.1. userid is the IBM DB2 administrative user name.IBM Console or Reports user interface unresponsive There may be a IBM DB2 connection problem if no control is returned when selecting links in either the IBM Console or Reports. If they are not listed.4. or refer to the TCP/IP Problems section in the DB2 UDB Troubleshooting Guide Version 7. Try to ping the IBM DB2 server to verify connectivity by issuing the following command: ping db2_server_hostname If you are unable to ping the server. attempt to connect to the IBM Tivoli Service Level Advisor databases by issuing the following command for each database: db2 connect to db_name user userid using password Where db_name is either DYK_CAT or DYK_DM. contact the appropriate system administrator for additional assistance. Whenever network connectivity is lost. as described in 4.6.

The ODBC data source creation scripts that are packaged with IBM Tivoli Service Level Advisor default to port 50000. IBM Tivoli Service Level Advisor and other applications will not be allowed to access the database. “Configuring the ODBC connections” on page 103. This connection remains open until the IBM DB2 Control Center is shut down.6. or Increasing the level of MAXAPPLS in the database configuration To increase the MAXAPPLS parameter value. or you need to reconfigure the remote host to be defined. If the ports are not the same on the two systems. The local database server and remote database node must be configured to use the same port number in order for the ODBC data sources to function properly. run the following commands from an IBM DB2 command line: db2 db2 db2 db2 uncatalog node ODBC_node uncatalog db db_name uncatalog system odbc data source datasource_name terminate After completing the above steps. There are two ways to alleviate this problem: Shutting down the IBM DB2 Control Center to terminate the applications. “Configuring the ODBC connections” on page 103. To change this port number. your IBM DB2 server has reached its maximum limit for allowing database connections.If errors are received when running the above commands. rerun the ODBC data source creation scripts as described in 4.4. a connection is opened to that database. IBM DB2 allows a maximum of 40 database connections at one time. refer to 4. you will never be able to connect to the ODBC data source. Issue the following command where remote_host is the host name used in the ODBC data source: ping remote_host If you cannot reach the host. verify each of the following steps: Verify that the remote host name can be reached. Once the maximum number of connections has been met.6. Troubleshooting the ITSLA 309 . Every time a Sample Contents operation is used within the IBM DB2 Control Center. Exceeding maximum connections If you receive an error in your IBM DB2 logs stating that the maximum number of connections has been reached.4. perform the following from a IBM DB2 command line: db2 update db cfg for db_name using maxappls new_total Chapter 8. By default.

and periodically thereafter. 2. Right click the database to change and select Configure.MSMT_MMA tables in the ITSLA Measurement Data Mart database.MSMT table after the Source ETLs have run. “IBM Tivoli Service Level Advisor Databases” on page 403. Select the Applications tab and click Maximum number of applications. it is not advised to run runstats on the ITSLA Database (DYK_CAT). in the long run. Run runstats on the TWG. can severely hamper query speed and performance. for more information. Increasing the maximum number of database connections can also be performed via the IBM DB2 Control Center graphical user interface. Enter the new value in the Value field and click OK. GI11-0908 .MSMT table in the TEDW Central Warehouse database.MSMT_MMA tables once after the Registration and Process ETLs have run.MSMT_TOT and DYK.1.MSMT table after the source ETLs have finished their processing: db2 runstats on table twg. All of this activity can take its toll on a database and. 3. Appendix C.msmt 310 Introducing IBM Tivoli Service Level Advisor . and on the DYK. Refer to IBM Tivoli Service Level Advisor Release Notes Version 1. The tables that are most affected in the IBM Tivoli Service Level Advisor environment are the TWG. All applications must disconnect from the database for the changes to take effect. From the IBM DB2 Control Center. and new_total is the new number of maximum connections to be assigned. The runstats command is executed to provide the user with accurate information concerning current statistics for specific database tables and indexes. offers a description of the IBM Tivoli Service Level Advisor database tables. Note that due to the query performance requirements for ITSLA Reports. To execute runstats on the tables described above. runstats is run on the TWG. do the following: 1.MSMT_TOT and DYK. Start an IBM DB2 command line and connect to the desired database: db2 connect to db_name user db_user using db_password 2. Optimizing performance with runstats Within an IBM Tivoli Service Level Advisor environment. Usually. data is constantly being added and removed from the TWH_CDW and DYK_DM databases.Where db_name is the database name to be altered. perform the following steps: 1. and the DYK.

3.msmt_mma Analyzing table organization with reorgchk Internal gaps may be left in database tables when certain SQL operations are performed. db2 catalog tcpip node node remote hostname db2 list node directory Chapter 8. for ITSLA. Run runstats on the DYK. Provides the IBM DB2 software level. the physical organization of the IBM DB2 tables and indexes can be determined. issue the following command: db2 reorgchk [current statistics] on table schema. If [current statistics] is not specified in the command. the level should be 7. Table 8-3 IBM DB2 command reference Command Usage db2icrt -a SERVER|CLIENT -u db2_user db2_instance db2level Creates the IBM DB2 instance. Please refer to DB2 UDB Command Reference Version 7. along with how much space is being used and how much free space is currently available. Lists the contents of the node directory. Troubleshooting the ITSLA 311 . table_name Where schema is the name of the schema in which the table_name was created. for more complete listings. The command and its basic purpose is included for ease of use.1.MSMT_MMA tables after the Registration and Process ETLs have finished: db2 runstats on table dyk. If by accident you run runstats or reorgchk on the DYK_CAT database.55. reorgchk will call runstats to retrieve the latest table statistics.MSMT_TOT and DYK. By utilizing the reorgchk facility.msmt_tot db2 runstats on table dyk. To run the reorgchk utility.0. you can issue the following commands to lower the default query optimization level to 1: db2 connect to dyk_cat user db2user using db2password db2 update db config for dyk_cat using dft_queryopt 1 db2 disconnect dyk_cat 8. SC09-2951.4 Important initial IBM DB2 commands Table 8-3 is meant to be used as a one-stop reference point for the most common IBM DB2 commands. Adds a TCP/IP node entry to the node directory.1.

312 Introducing IBM Tivoli Service Level Advisor . 8. GC32-0744. and Tivoli Enterprise Data Warehouse Installing and Configuring Version 1.1. db2 list db directory db2 connect to db user user_name using password db2 list tables db2 get dbm cfg db2 update dbm cfg using parameter value db2set DB2COMM=comm_protocol db2terminate.Command Usage db2 catalog db db_name as db_name at node nodename Stores database location information in the system database directory. More information regarding Tivoli Enterprise Data Warehouse can be found in Introduction to Tivoli Enterprise Data Warehouse. db2 stop force.2 Tivoli Enterprise Data Warehouse In the following sections you will find troubleshooting information covering the Tivoli Enterprise Data Warehouse product.1 TEDW installation and configuration In this section you will find hints and tips to aid you in installing and configuring Tivoli Enterprise Data Warehouse. Used to stop and restart DB2. Sets the DB2COMM variable to the desired communication protocol. Lists all databases either local or remote. Modifies entries in the database manager configuration file. Displays helpful information concerning particular error codes.2. SG24-6607. Connects to the specified database. db2start db2 ? error_code 8. Lists tables for the currently connected database. Returns values of individual entries in the database manager configuration file.

Unable to retrieve IBM DB2 user If the connection between the TWH_MD database and the TEDW Control Center machine has been broken. Troubleshooting the ITSLA 313 . Example 8-1 Unable to retrieve IBM DB2 user DWC07035E The warehouse server was unable to retrieve user “db2admin”. Unexpected communication error If you receive the following error when trying to log in to the TEDW Control Center. make sure both TEDW services are running: DWC06200E An unexpected communications error has occurred. remove the vpd. depending on your operating system: For Windows. Connection refused: no further information RC = 6200 RC2 = 0 Look in the Services panel and verify that the Warehouse Logger and Warehouse Server services are both running on the TEDW Control Center machine.Failure installing after un-installation If your installation fails after you have un-installed the Tivoli Enterprise Data Warehouse. For UNIX. or was terminated as a result of a database system shutdown or a force command. [IBM][CLI Driver][DB2/NT] SQL1224N A database agent could not be started to service a request. Make sure the Warehouse Logger and Warehouse Server services are running by verifying their status in the Services panel on the TEDW Control Center machine. After verifying their status. you may receive the error shown in Example 8-1. Try to connect to the TWH_MD database if restarting the Warehouse services does not fix the problem. The error occurred in response to an authentication request from client <hostname>”. The command is as follows: db2 connect to twh_md user db_user using password Chapter 8. the vpd. the file is located in the /usr/lib/objrepos directory. SQLSTATE=55032 RC = 7035 RC2 = 2014. try logging in again.properties file is located under the C:\WINNT directory. Try reinstalling Tivoli Enterprise Data Warehouse again after removing this file.properties file from the following locations.

2. 314 Introducing IBM Tivoli Service Level Advisor . RC = 1007 RC2 = 0 Perform the following steps to resolve this problem: 1..Database specified does not match Your control database may be configured incorrectly if you receive the following error during login: DWC01007E Logon Failed.. 2. Issue the following command to verify this connectivity: db2 connect to twh_cdw user db2_user using password The /home file system may need to be increased in order to accommodate the larger file size. Increasing File system After log file Size Alteration Verify that you can still connect to the TWH_CDW database after changing the log file size for this database.2. Enter TWH_MD in the New control database field. Correct user metric data not recorded in warehouse When using IBM Tivoli Monitoring for Transaction Performance (TAPM).2 TEDW administration issues The following sections provide troubleshooting information related to Tivoli Enterprise Data Warehouse administration. Click cancel after the processing has completed. from the Data Warehouse Center login screen. 8. Enter TWH_MD in the Control Database field. the user metrics data is not supported in IBM Tivoli Service Level Advisor. 4. perform the following steps: 1. Select Warehouse Control Database Management from Start -> Programs -> IBM DB2. Click OK after entering your IBM DB2 user ID and password. 3. 3. TEDW Control Center lacking warehouse services If you notice that one or both of the warehouse services are missing after an IBM DB2 Universal Database Enterprise Edition Version 7 Fixpack 5 installation. Click Advanced. Click OK and try to log in again. The Database specified by the user does not match the database used by the warehouse server.

you may come across some errors.db2.jdbc.8. make sure that the IBM DB2 server where the DYK_CAT database is located has been started. IIS may not have been disabled. Disable IIS prior to install If during the installation of IBM WebSphere Application Server the installation hangs at 37 percent. 8. Example 8-2 _adminServerFatalError file [02. Stop the IBM WebSphere Application Server with the following command: WebSphere_Dir/AppServer/bin/stopServer Chapter 8.2 Administration issues While administering the IBM WebSphere Application Server with IBM Tivoli Service Level Advisor. SQL failure in _adminServerFatalError file message Check the _adminServerFatalError file if you have problems starting IBM WebSphere Application Server (Example 8-2). Troubleshooting the ITSLA 315 .3 IBM WebSphere Application Server In the following sections. 8. Check LOG_FILE_NAME for more information.ibm. Disable the IIS service and attempt to install the IBM WebSphere Application Server again.1 Installation and configuration issues Below you will find problems you may encounter when installing the IBM WebSphere Application Server.3. information is provided that will assist you in troubleshooting and administrating your version of IBM WebSphere Application Server. (Reason “Invalid Request Type for DB2 Admin Server”.15 14:27:46:017 CET] 7fc10ca7 DBMgr F SMTL0026E: Failure to create a data source: COM. Perform the following steps to correct this error: 1. Subsequent SQL statements can be processed. which will be discussed in the following sections.) If you do receive this error.3.DB2Exception: [IBM][CLI Driver] SQL0901N The SQL statement failed because of a non-severe system error.03.

for more details. For more details regarding the information read here. If you see these errors in the log file. 316 Introducing IBM Tivoli Service Level Advisor .2. In addition. refer to the official product documentation. and that the appropriate JDBC level is being used. log in to the IBM DB2 server where the DYK_CAT and DYK_DM databases are located and start the IBM DB2 Admin Server from an IBM DB2 command line with the following command: db2admin start 3. start the IBM DB2 server: db2start 4.3. From the same command line.2.ibm.DB2Driver DYKAL1054E Component nvtest_servlet:DS:1 failed startup with the following error: DYKAL3002E An error occurred for sdc during DataSource creation.4.4 IBM Tivoli Service Level Advisor In this section you will find troubleshooting topics covering all facets of the IBM Tivoli Service Level Advisor deployment process.app.log file for the following errors: DYKAL3013E Error loading driver COM.1 Installation issues Below you will find numerous hints and tips regarding the installation of the IBM Tivoli Service Level Advisor. make sure that db2profile is sourced in the same window from where WebSphere is started. After the IBM DB2 Admin Server and IBM DB2 server have started.db2. check the WebSphere_Dir/logs/default_server_stdout. Using the IBM DB2 administrative user ID. Refer to 8. 8.jdbc. You can verify both of these by running the following command: echo $CLASSPATH 8. “Administration issues” on page 315. verify that the location of the IBM DB2 application driver is configured properly in IBM WebSphere Application Server. restart WebSphere with the following command: WebSphere_Dir/AppServer/bin/startServer SDC errors in IBM WebSphere Application Server log If you are experiencing troubles creating SDC Data Sources in the IBM WebSphere Application Server.

Cleaning up temporary ISMP directories A number of directories preceded by ismp* may be created under your temp directory (/tmp on UNIX or %TEMP% on Windows) when installing IBM Tivoli Service Level Advisor.properties.log may reveal the following: DYKAL0009E The server host name hostname is not a fully qualified host name. Install screen fonts not readable When installing IBM Tivoli Service Level Advisor on AIX using the DE_DE language. 0 failed. 0 timed out.UTFB To the following: java/aix4-r1/jre/lib/font.4. Rename the following file: java/aix4-r1/jre/lib/font.2 Configuration issues In the following sections we provide a number of solutions to common IBM Tivoli Service Level Advisor configuration problems.properties. These directories may be removed after completing the installation in order to conserve disk space. DYKAL1020I Component startup activities have completed:0 started. All text should be displayed after the window refresh. you receive the following error: DYKAL2030E Unable to connect to the Command Line Interface service on port 9990. Copy all contents from the IBM Tivoli Service Level Advisor CD to a temporary directory. try resizing the current window. Host name not fully qualified Receiving either of the following error messages may indicate that your system is not configured to return fully qualified host names: When trying to run a scmd.UTFB. perform the following steps: 1.bak 3. 2. Checking SLMMessagex. 8. Chapter 8. some fonts in the install dialogue may not be readable.Blank install window or incomplete text If during the course of installing IBM Tivoli Service Level Advisor you experience blank install screens or windows with incomplete text. From the temporary directory. run the installation. To resolve the issue. Troubleshooting the ITSLA 317 .

make the appropriate changes in the Windows environment variable dialogue under System in the Control Panel. you may be experiencing issues connecting to the ITSLA Database or the ITSLA Measurement Data Mart databases: DYKAL1054E Component yourmachine. ITSLA Task Drivers. The following explanations cover the most common causes for receiving the above error: If the db2start command has not been issued on the database server. you may receive the following error message in the SLMMessagedx. enter the following at a command prompt: set classpath Ensure that the path of the db2java. The following error message may be received if the d2java. and slm bundles are listed in the scmd list command output.somecompany.DB2Driver Make sure the IBM DB2 server or client is installed on the machine and perform the following steps. dependent on your operating system: – For Windows. verify the db2profile and usejdbc2 script paths in the TSLA_DIR/bin/private/generic_unix/runscripts/slmdbsetup.jdbc. No connection to the ITSLA Databases from the ITSLA Server If you receive the following error message in the SLMMessagex.These errors may occur if your ITSLA Server is not configured to use a fully qualified host name.db2. If the values are not correct. restart the ITSLA Server. If the value is not set correctly.zip file is correct in the command output. enter the correct paths in the file and restart the ITSLA Server. where TSLA_DIR is the location where IBM Tivoli Service Level Advisor was installed.ibm. Reason: [IBM][CLI Driver] SQL1032N No start database manager command was issue SQLSTATE=57019 If you see this error message. 318 Introducing IBM Tivoli Service Level Advisor .log file: DYKAL3014E Error connecting to the database. the machines they reside on must be set up to resolve fully qualified names. After committing the changes.app. This error may also be received if only the rcc. Wherever the ITSLA Server. and ITSLA Reports Servers are installed. – For UNIX.zip file has not been configured in the system CLASSPATH: DYKAL3013E Error loading driver COM.com:DS:1 failed startup with the following error:DYKAL3002E An error occurred for sdc during DataSource creation. log. verify that the db2start command has been issued on the database server machine.log file.sh file.

Verify the network connectivity to the database server by using the ping command. you may notice that there are no resources to select from in the Resource Type tree of the Create Offering Component dialog. The ITSLA Server utilizes a 10 minute time span to check for any successful run of the Registration ETL. Troubleshooting the ITSLA 319 . Ensure that the DYK_m05_Populate_Registration_Datamart process has run successfully. If you see in the IBM DB2 Data Warehouse Center that this step has failed. The data in the TEDW Central Warehouse database has not yet been registered by the ITSLA Server in the DYK_CAT database. This section includes tips covering the different aspects of IBM Tivoli Service Level Advisor administration. you may encounter some of the issues described in the following sections.log SQLLIB_DIR\ogging\dyk_m05_s020_Populate_Reg_Datamart. Allow at least 10 minutes for the ITSLA Server to register the data in the TEDW Central Warehouse database. Some of them were encountered during the writing of this redbook.3 Administration issues While administering IBM Tivoli Service Level Advisor. Creating offerings and orders The following are known issues related to creating offerings and orders. Refer to ““Connecting to databases” on page 305” or ““Accessing Reports” on page 344” for related information. even after the Registration ETL has run successfully. examine the following log files for more detailed information: SQLLIB_DIR\logging\dyk_m05_s010_Populate_STAGE_Data. Chapter 8. Make sure that the desired source applications have been enabled by using either the scmd etl enable or the scmd etl addApplicationData CLI command. Listed below are several instances that may cause this problem: The Registration ETL has not run successfully. attempt to run it again. 8. Resolve these problems by performing the following steps: 1.4. No selectable resources When attempting to create an offering. No source applications have been enabled.log 3. 2. If the process fails again. even after the source applications have been enabled.

You can also determine if the data exists in the ITSLA Database by examining a table in the ITSLA Database by performing the following steps: a. Dependent upon your operating system. For UNIX. issue the following command: scmd sdc displayActiveServiceElements 2. select Start -> Run and enter db2cmd. If this is the case. The second possible cause of this error may be that the IBM Tivoli Service Level Advisor has not registered the appropriate data from the TEDW Central Warehouse database. there is no need to continue with this troubleshooting section. source the db2profile with the following command: . If you still do not see any Service Elements. If no output is received from the above command. To verify the existence of the Service Elements in the ITSLA Database. you may receive the following error when clicking Next in the Select Resource Type dialogue box when creating an offering: DYKGU0071E There are no measurement sources available for the component type component_type_name There are two possible causes of this error. Reconnect to the ITSLA Database with the following command: db2 connect to dyk_cat user db2_user using db2_password 320 Introducing IBM Tivoli Service Level Advisor . Perform the following steps to further diagnose this problem: 1. ./db2_instance_dir/sqllib/db2profile b. you can manually attempt to register the warehouse data with the following: scmd sdc registerWarehouseData 3. Not all data is transferred when the Registration ETL is run. 5. set up an IBM DB2 environment: • • For Windows. the first being that the source application may have been disabled with the scmd etl disable command. as the SDC requires the time necessary to register its own data. verify that the Registration ETLs have run. This resource should be used in the creation of any offerings until the Registration ETL is run again.No component type sources available during offering creation After installing IBM Tivoli Service Level Advisor or rebuilding the DYK_CAT database. It is possible for the source application to be disabled and for it to show up in bold text in the Select Resources list when creating an offering. Repeat step 1 again to verify the output: scmd sdc displayActiveServiceElements 4.

the ID_GENERATOR table tracks their creation. issue the following CLI command: scmd sdc registerWarehouseData Chapter 8. customer. If this problem persists. or realm creation If you receive a message stating an Internal error occurred when trying to create a realm. For more information regarding the use of the scmd sdc adjustIdGenerators command. During SQL processing it returned: SQL0803N One or more values in the INSERT statement. or order. Run the following command to resolve this issue: scmd sdc adjustIdGenerators This command is used by IBM Tivoli Service Level Advisor to adjust the mechanism that determines each newly generated ID. Troubleshooting the ITSLA 321 . d. Issue the following command: db2 select * from svc_scop If the table is empty. Example 8-3 Internal error message log file listing DB21034E The command was processed as an SQL statement because it was not a valid Command Line Processor command. Disconnect from the ITSLA Database with the following command: db2 disconnect from dyk_cat Internal error during offering. If you find exceptions or errors in the ITSLA Server message logs dealing with the building of component paths. SC32-0833.REALM” from having duplicate rows for those columns. Incorrect IDs may be assigned to new objects if you restored or imported database tables without including the ID_GENERATOR table. an error may have occurred during the registration of warehouse data into the ITSLA Server. please contact Tivoli Customer Support. offering. check for the message shown in Example 8-3 in the log file. As new objects are created. order. statement. this may be the reason for the DYKGU0071E message. refer to Command Reference for IBM Tivoli Service Level Advisor Version 1. Unable to submit orders If there are no resources available to submit an order against when creating an order.1. SQLSTATE=23505 You will receive this error when IBM Tivoli Service Level Advisor attempts to assign an existing object’s ID with a newly created one.c. or foreign key update caused by a DELETE statement are not valid because the primary key. customer. unique constraint or unique index identified by “1” constrains table “DB2INST1. UPDATE.

Contact Tivoli Customer Support if errors continue to be logged. SLA data value issues The following are known issues related to SLA data value. 322 Introducing IBM Tivoli Service Level Advisor . This problem can be worked around by not placing a space in your filter. If a source application failed or only part of the data was reported by the source application during the scheduled evaluation time. try resubmitting the order. You should follow this tip when working in the following windows: Create Like Schedule Create Customer Create Schedule Name space hinders table filtering If spaces are included in the names of objects. table filtering will not work. &nbsp. Evaluation of partial or missing data Schedules established in the agreed-upon service level agreement determine when data is retrieved for the purpose of evaluation and trend analysis. some data may not be available in the ITSLA Measurement Data Mart database. you may notice that the last letter of every entry has been duplicated. as all measurements are properly reported. This does not effect the functioning of IBM Tivoli Service Level Advisor. Some of them were encountered during the writing of this redbook. Breach values not preserved when metric is disabled When creating a draft offering. select or deselect table items before entering content in the text field. or supplying your search with the HTML character for space. You may want to add these duplicated letter or use * when filtering. Last character duplicated for TAPM When selecting IBM Tivoli Monitoring for Transaction Performance (TAPM) resources during an order creation. Problem in Create Like Schedule window There are a few windows in IBM Tivoli Service Level Advisor that ask you to enter text in a field and select items in a table. the breach values you set for the offering will not be preserved if you later remove the metric from the offering. Otherwise. To ensure that the text does not revert to its previous entry. You must reconfigure the breach values for the service level objectives if you decide to use the metric in the same draft offering.

where Cust_OID is the customer order ID containing no data points: scmd mem ShowMetricEvaluators -co Cust_OID Outlook will look similar to Example 8-4.1. perform the following steps: 1. SC32-0833. When the retries have surpassed the configurable number of attempts. remove those stopped entries by issuing the following command: scmd mem removeStoppedRetryEntries For more information on the above commands. After verifying that the source application in question is reporting data correctly. attempting to retain the data that is stored in the ITSLA Measurement Data Mart database following the evaluation time. or if you feel that the data will not be reported for some reason. Example 8-4 scmd mem ShowMetricEvaluators command output customer order ID 1005 Listing Metric Evaluators for Service Element InstanceID: 1028 Metric Evaluator Instance Identifier 48:1028:97 customer order ID 1005 Resource Name /fvtsol17/slmfvt8 job3 Component Identifier 48 Evaluator Type EVAL_TYPE_A Chapter 8. Every time the retained data is not available for processing. the entry is then changed to the stopped retry state. No data points received for specific customer order If no data points were received for a specific customer order or resource within the allotted evaluation period. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1. an entry is created and placed in the active retry state. two options are available: Run the following command if the data is finally reported by the source application to force the processing of evaluations and trends for all entries: scmd mem retryMissedIntervals -all If the data was lost by the source application. a retry process runs. If you believe that not all of your data is being reported.Periodically. Troubleshooting the ITSLA 323 . check to see if the source application is reporting partial data by issuing the following command: scmd mem showStoppedRetry Any entries that are in the active retry or stopped retry state will be included in the above command’s output. Issue the following command.

log file listing . “TEDW administration issues” on page 314”.domain.com/slmfvt9 job_name/97/1005.log file.095 DYKME9064W 0 datapoints have been collected for the evaluation period: Tue Feb 12 00:00:00 EST 2002-Tue Feb12 23:59:59 EST 2002.log file listing . refer to “Section 8. This may not be expected. This schedule state allows businesses to bring down their resources without having to worry about false violations and trends being generated. ComponentName/MeasurementType/CustomerID: /fvtaix18. no results will be published for that time period.domain. Example 8-6 SLMMesageX. If the resources and customer order ID match.2. Search for the message shown in Example 8-5 in the SLMMessageX.“Evaluation period end time” ComponentName/MeasurementType/CustomerID: “Resource Name”/ “Measurement Type”/ “Customer Order ID” This may not be expected 4.com/slmfvt9 job_name1 – /SLMFVT5.1 DYKME9064W 0 datapoints have been collected for the evaluation period: “Evaluation period start time” . No-service schedule state assigned to time frame When a schedule state is set to No Service.15 11:06:41. the output may appear as in Example 8-6. Example 8-5 SLMMesageX. In this example. With the above Customer Order.com/slmfvt5_sti playback Component Identifier 49 Evaluator Type EVAL_TYPE_A 2.02. note the resource names whose values are as follows: – /fvtsol17/slmfvt8 job3 – /fvtaix18. 324 Introducing IBM Tivoli Service Level Advisor .domain.domain.com/slmfvt9 job_name1 Component Identifier 50 Evaluator Type EVAL_TYPE_A Listing Metric Evaluators for Service Element InstanceID:1029 Metric Evaluator Instance Identifier 49:1029:97 customer order ID 1005 Resource Name /SLMFVT5.2 2002.Metric Evaluator Instance Identifier 50:1028:97 customer order ID 1005 Resource Name /fvtaix18. Compare the values for customer order ID and resource name.2.domain.com/slmfvt5_sti playback 3.

log file listing . Testing e-mail substitution variables Perform the following steps to test the substitution variables in e-mail notification messages: 1. the data was stored in the ITSLA Database. run the following command after restoring the connection between the ITSLA Server and the ITSLA Database: scmd mem flushEvents If you do not see another DYKME9034E error message in the log file. the data results are stored locally. The monitoring results will be stored locally. If they are not enabled and defined. To resolve this issue. Use the following command to verify whether e-mail notification is enabled and if the recipients and SMTP server have been defined: scmd escalate view 2. DYKME9034E error when trying to publish service monitor results If the ITSLA Server is experiencing difficulty writing SLA data results to DYK_CAT. Event escalation The following are known issues related to ITSLA event escalation.Verify this schedule state is configured correctly within the schedule periods for the particular customer order. Troubleshooting the ITSLA 325 . you may receive the error shown in Example 8-7 in the SLMMessageX. This error message may mean that the ITSLA Database was down when the ITSLA Server attempted to write the data results to the database. Example 8-7 SLMMesageX.mycompany.com Chapter 8.log file. issue the following command to configure e-mail notification: scmd escalate enable Email -to email addresses [-cc email addresses -smtp SMTP_Server For example: scmd escalate enable Email -to bob@mycompany.DYKME9034E DYKME9034E An attempt was made to publish service monitoring results and a failure occurred. Some of them were encountered during the writing of this redbook.com -smtp mailserver. If this is the case.

trend. however. or cancelled: scmd escalate customize Email -event event_type -content default 2. 326 Introducing IBM Tivoli Service Level Advisor . Use the following command to determine if each message type (SLO violation. Run the following command to test the e-mail notification: scmd escalate test This command will send four sample e-mails to the users in the e-mail addresses above. Verify that the e-mails reached their destination and examine each of the three following e-mail types for defined substitution variables: – SLO violation – SLO trend – SLO trend cancelled By definition.3. If the substitution does not occur. Issue the following command to determine the available substitution variables: scmd escalate help The variables shown in Example 8-8 are included in the English language version. SLO trend. Correcting problems with e-mail substitution variables Perform the following steps if you are experiencing problems with the e-mail substitution variables: 1. and SLO trend cancelled) has been associated with an e-mail message: scmd escalate view If any of the messages display all blanks. The actual variables will differ with other languages. the dollar signs will be replaced by sample text. substitution variables are character strings beginning with a dollar sign ($). 4. issue the following command. when the above procedure is working correctly. setting the message content to default and the event_type to either violation. follow the instructions in the next section to correct the problem.

If you do find any e-mail messages that do not contain an appropriate substitution variable. Chapter 8. 3. – $ViolationDetail is only used in SLO violation messages. You may customize the wording of the e-mail message by using the following command: scmd escalate customize Email -event violation -content content You may use any message you would like in the content section. Error forwarding TEC Event If either of the following error messages are received. You can display the command syntax by issuing the following: scmd escalate customize help 4. Test the e-mail notification again after making the appropriate changes. DYKSL1104E Unable to send the event to the Tivoli Enterprise Console Server. correct the e-mail with the customize command as described in step 1. Use the following command to display all current e-mail message templates that contain substitution variables: scmd escalate view Within the above command’s output. events may be experiencing difficulty reaching the Tivoli Enterprise Control server: DYKSL1102E Error occurred while forwarding the Tivoli Enterprise Console event to the Tivoli Enterprise Control Server. as long as it is enclosed in double quotes and contains the appropriate substitution variable.Example 8-8 E-mail substitution variables $MetricName $CustomerName $CustomerOrderId $ComponentName $ServiceOfferingName $RealName $ScheduleState $TrendProjectedDetail $ViolationDetail Two notes concerning the above substitution variables: – $TrendProjectedDetail is only used in SLO trend messages. Troubleshooting the ITSLA 327 . note any e-mail that does not contain the allowable substitution variables as described in the above example.

the ITSLA Server will attempt on an hourly basis to resend the events to the Tivoli Enterprise Console Server. otherwise. Issue the scmd escalate test command to test the Tivoli Enterprise Console escalation configuration. proceed to step 4. 328 Introducing IBM Tivoli Service Level Advisor . 4. make sure that the Tivoli Enterprise Console Server name is correct. 3. The SLM. You can use the scmd escalate flush command to retry sending the events immediately and the scmd escalate checkCache command to verify the events were sent. Refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1. b. Verify the escalation configuration by performing the following steps: a. check to see if any Tivoli Enterprise Console Server events are cached locally by issuing the scmd escalate checkCache command.baroc file was imported successfully. 5. for more details regarding the scmd escalate command. Verify that the Tivoli Enterprise Console Server is running. Ping the Tivoli Enterprise Console Server by using the address returned in step 2. run the scmd escalate enable -tec command to modify the port number. Escalation may not be correctly configured. If the server name is not correct issue the scmd escalate enable -tec command to modify the Tivoli Enterprise Console Server name.baroc file may not have been imported properly into the TEC Server. The Tivoli Enterprise Control Server may be down. Perform the following steps to further diagnose this issue: 1. SC32-0833. If a network connection cannot be made. Verify that the Tivoli Enterprise Control Server port being used is correct.1. Verify that the Tivoli Enterprise Console Server is configured correctly by issuing the scmd escalate view command. If the Tivoli Enterprise Console Server is running. Once the Tivoli Enterprise Console Server is reachable. Proceed to step 2 if you receive a DYKSL1102E error. If the port that is configured is incorrect. check to see if the SLM.There could be several reasons why you are experiencing this problem: A network connection may not exist. c. 2. If the events are being stored locally.

2. Consumer=$2.6.-F “CustomerOrder=$1.2. Offering=$6” Example 4: Application Event Chapter 8.3.-F “CustomerOrder=$1. OfferingComponent=$4. as described in the SNMP Trap event notification section of the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. the ITSLA Database does not store test traps. BreachValue(Min)=$9.4.3. EndDate=$8.6. Resource=$5.168.168. Troubleshooting the ITSLA 329 . Example 8-9 addTrap example script Example 1:Violation addtrap -l violation -n TSLA -i 1.1.2.1.1. ProjectedDate(Avg/Total)=$12.168. since the traps use the UDP protocol to transverse the network.1.6.-F “CustomerOrder=$1.1. Realm=$3.2.1. MetricValue(Avg/Total)=$14. BreachValue(Max)=$11.3. Resource=$5. ScheduleState=$15.” Example 2: Trend Detect addtrap -l trend_warning -n TSLA -i 1. ScheduleState=$13. Consumer=$2. SC32-0835.3 -g 6 -s 1 -S 2 -o A -t 0 -c “Application Alert Events” -f . BreachValue(Avg/Total)=$11. Consumer=$2. StartDate=$7. OfferingComponent=$4.2.6. MetricValue(Min)=$10.2. Offering=$6.6. BreachValue(Max)=$9.6.3 -g 6 -s 2 -S 2 -o A -t 0 -c “Application Alert Events” -f .SNMP notification problems There is no way to determine if SNMP Traps reach their destination.4. Realm=$3. Offering=$6.168. BreachValue(Avg/Total)=$13. OfferingComponent=$4.6. IBM Tivoli Service Level Advisor specifies four trap types for its events: Specific Type #1 = Violation Specific Type #2 = Trend Detect Specific Type #3 = Trend Cancel Specific Type #4 = Application Event If your SNMP Trap receiver is NetView for Windows NT.1.6.4. MetricValue(Max)=$12. It is quite commonly assumed that the traps do reach their destination.3 -g 6 -s 3 -S 2 -o A -t 0 -c “Application Alert Events” -f .3. IBM Tivoli Service Level Advisor traps can be created and formatted using the addTrap example scripts shown in Example 8-9. SNMP Trap definition missing The enterprise OID used in all traps sent by IBM Tivoli Service Level Advisor is 1.2. ProjectedDate(Max)=$10. however. Realm=$3.1. Resource=$5. BreachValue(Min)=$7.” Example 3: Trend Cancel addtrap -l trend_cancel -n TSLA -i . unless an error is received concerning the inability of the SNMP API to open a socket on the local host.2. Use the CLI to verify connectivity between the trap daemon and IBM Tivoli Service Level Advisor.1.4. ProjectedDate(Min)=$8.3.

2.-F “Failing Component = $1. slmbackup -start. make sure that the destination directory is write-enabled.3 -g 6 -s 4 -S 4 -o A -t 0 -c “Application Alert Events” -f . You may change the directory permissions.addtrap -l app_event . $2” Additional modifications to these scripts may be required if NetView is being run on a different platform from Windows NT. IBM WebSphere Application Server Version 4. by issuing the following command: chmod 777 dest_directory SQL1116N when connecting to ITSLA Database If you receive this error.3. IBM WebSphere Application Server Versions 4.1.0 AE and 3.6.2. SQL1117N when connecting to ITSLA Database If you receive this error. this error message will be seen. If the database receives a recover database command or a major database system event has occurred. if needed.6.4.1. the database you are trying to connect to is in a backup pending state. and slmrestorerestart commands. Backup and restore The following are known issues related to ITSLA backup and restore. SC32-0835. Major configuration changes to a database will cause this error. Some of them were encountered during the writing of this redbook.1. Connections to this database will not be allowed until the database is rolled forward. Connections to this database will not be allowed until a backup has been performed.168. Check the syntax of the addTrap command in your NetView documentation. for more information. Refer to the backup and restore procedures described in the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.5 SE may be inadvertently stopped and restarted. DYKUT168E when running backup and restore commands When running the slmbackup. No backup in UNIX destination directory If your destination directory is empty after performing a backup on a UNIX machine.0 AES is currently the only IBM WebSphere Application Server version used by IBM Tivoli Service Level Advisor that supports the automatic startup and shutdown procedures during a backup and restore procedure. the database you are attempting to connect to is in a roll forward pending state. 330 Introducing IBM Tivoli Service Level Advisor .

the CLI client may be the problem. Recall the CLI_client_port number that was displayed in the DYKAL2030E error message. You can only disable a source application if the source application data evaluations have not resulted in a violation or a trend. the CLI Service may not have started correctly.log file: DYKAL2020I: The CLI service was created and listing on port CLI_Server_port_number If this message is found in the above log files. Recall the CLI_Server_port_number that was displayed in the DYKAL2020I error message. run the following command on the ITSLA Server machine: cliutil getPort Chapter 8. Troubleshooting the ITSLA 331 . note the port_number. Some of them were encountered during the writing of this redbook. the customer offering and order associated with these monitoring results cannot be removed from the ITSLA Database. perform the following steps to check the CLI port configuration: a. No connection to CLI Service There may be a connectivity problem between the CLI client interface and the CLI Service if you receive the following error message when issuing a scmd command: DYKAL2030E Unable to connect to the CLI service on port CLI_client_port_number Perform the following steps: 1. For later use. Disable source application failure If you receive an error message when trying disable a source application by using the scmd etl disable command. 2. b. If the message was not found in the above log files. This is because once the violation or trend has been evaluated. Search for the following error message in the stdout or SLMMessagen.CLI Service issues The following are known issues related to CLI Service issues. In the case that the problem stems from the CLI client. Proceed to step 3 if this is the case. that source application may have results tied to an existing customer order. If you did not record this port number.

332 Introducing IBM Tivoli Service Level Advisor . Search for the following messages in the stdout and SLMessagen. and x being the related error message. contact Tivoli Customer Support. restart the ITSLA Server and try again. with y representing an integer value. recall the error message denoted by x in the above output and look up specific explanations and recovery procedures for this error. and you are still experiencing the error. Wait and reissue the original scmd command once the DYKAL1000I message is displayed in the log files.log files if you did not find the DYKAL1054E error message in step 3: DYKAL1020I Component startup activities have completed: DYKAL1000I Starting component localhost:CLI:Y. the problem may be related to temporary network connectivity issues.log file for the following error message if you did not receive the DYKAL2020I error as described in step 1: DYKAL1054E: Component localhost. match the two port numbers by running the following command on the CLI client machine: cliutil setport CLI_Server_port_number Verify if the problem is resolved by issuing the original scmd command. If the two ports are the same. contact Tivoli Customer Support. This means that the CLI Service is not registered to start up.CLI:y failed setup with the following error: x The ITSLA Server’s fully qualified host name should be located in the localhost field above. Contact Tivoli Customer Support if you do not find the DYKAL100I message but do find the DYKAL1020I message. Proceed to step 4 if you do not see this error in the above-mentioned log files. If you notice the problem persists. Check the ITSLA Server stderr or the SLMMessagen. If it is determined that it is not a network connectivity issue.c. You may receive different messages relating to the CLI Service not being able to start. 5. 4. The CLI Service startup will soon be attempted again by the ITSLA Server. If this message never shows up in the log files. d. 3. The CLI service has not been started. If the ports are different. Refer to the following example if this is the case and take the corrective action as displayed in the error messages. this means that the CLI Service was not correctly started. If you do find the above error. If the CLI Service still cannot be started. It may be possible that the CLI Service has not finished starting up. Example 8-10 CLI Service example DYKAL2045E Unable to create the CLI service on port port_number.

log. DYKAL2012E The CLI service was not started properly. If you find the following message in the SLMMessagen.com:DS:1 failed startup with the following error: DYKAL3002E An error occurred for sdc during DataSource creation. for further information on the cliutil commands and the CLI Service.1. SC32-0833. The CLI service has not been started. and slm bundles show when issuing scmd list The ITSLA Server may not be able to connect to the ITSLA Measurement Data Mart if only the rcc. ITSLA Task Drivers. DYKAL1020I Component startup activities have completed:0 started. 0 timed out.log file: DYKAL0009E The server host name hostname is not a fully qualified host name.company. DYKAL2011E The CLI service could not be created on port port_number.log file for the following error message: DYKAL1054E Component yourmachine. The port is already in use. DYKAL2047E Unable to create the CLI service on port port_number. Chapter 8. Check the SLMMessagen. Only rcc. The CLI service has not been started.DYKAL2046E Unable to create the CLI service on port port_number.some. and slm bundles are reported as being available when issuing the scmd list command. Refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1. and ITSLA Reports reside must be set up with fully qualified host names. Any machine on which the ITSLA Server. log. Troubleshooting the ITSLA 333 . 0 failed. Host name not fully qualified Configure your system to use fully qualified host names if you receive either of the two following error messages: When issuing a scmd command: DYKAL2030E Unable to connect to the CLI service on port 9990. The CLI service could not be started. Necessary services related to the ITSLA Server may not be started if the machine is not configured with a fully qualified host name.

and may be run as shown below: cliutil resetpassword This command initially sets the CLI Service password to password. Issue the following command to list the current port number: cliutil getport 334 Introducing IBM Tivoli Service Level Advisor . If the location is not correct. It is located in the TSLA_Dir\bin directory.ibm.log file if the db2start command has not been issued on the database server: DYKAL3014E Error connecting to the database. correct the value in the Windows environment variable dialogue and restart the ITSLA Server. verify the paths for the db2profile and usejdbc2 scripts in the TSLA_Dir/bin/private/generic_unix/runscripts/slmdbsetup.jdbc.DB2Driver If you do receive the above error. SQLSTATE=57019 Verify that the db2start command has been issued on the database server. where TSLA_Dir is the installation location of IBM Tivoli Service Level Advisor.app.zip file is not located in the system CLASSPATH: DYKAL3013E Error loading driver COM. Ping the database server to verify network connectivity. you may use the cliutil script. where TSLA_Dir is the installation location of IBM Tivoli Service Level Advisor. dependent on your operating system: – For Windows.sh file. verify the following steps. The scmd setPassword command must then be used to set the password to a desired value.zip file path is correct in the above command’s output.log file if the db2java. Modifying the CLI port In order to retrieve the port being used by the CLI Service or to change the port number. You may see the following error in the ITSLA Server stderr or the SLMMessagen. Reason:[IBM][CLI Driver] SQL1032N No start database manager command was issued. CLI Service password reset You may use the cliutil script if the CLI Service password has been forgotten or corrupted.db2.Below are the most common causes for this problem: You may see the following error in the ITSLA Server stderr or the SLMMessagen. – For UNIX. issue the following command from a command prompt: set classpath Ensure that the db2java.

Out of Java memory You may perform the following steps if you notice that your Java memory is running low: For Windows. Locate the following path: My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ tslm\Parameters • • Locate the following: Name: jvmOption5 Change the -Xmx384m parameter to a larger number. which is located in the TSLA_Dir/bin directory. Chapter 8. Some of them were encountered during the writing of this redbook. Updating the ITSLA Server and Administration Server port Issue the following command to display the communication port being used by IBM Tivoli Service Level Advisor on the ITSLA Server machine: scmd rcc getport You may modify this port number by running the following command: scmd rcc setport port If you would like to modify the communication port on the IBM Tivoli Service Level Advisor Administration Server machine. such as 512 or 1024. issue the following command. you may perform either of the following procedures: – Alter the registry by using the regedit command: • • Enter regedit in the Start -> Run box. run the following command: cliutil setport port Use an available port value for port. ITSLA service issues The following are known issues related to ITSLA services issues. where TSLA_Dir is the installation location of IBM Tivoli Service Level Advisor: rcomutil hostname port The hostname entry should be replaced with the fully qualified host name of the Administration Server machine.To modify the CLI Service port. Troubleshooting the ITSLA 335 .

sh Performance concerns on multi-processor systems If you are running IBM Tivoli Service Level Advisor on a multi-processor machine and notice that during specified evaluation times some of your processors are idle. perform the following: – Stop the ITSLA Server on the ITSLA Server machine by running the following command. check the errors within the above error message. by changing the number 384 to something larger. ITSLA Server starts no components on multi-homed hosts If your ITSLA Server machine is configured with two or more network addresses or is connected to two separate local area networks./slm_service_stop.sh file in the TSLA_Dir/service_util directory by changing the 384 value in the -Xmx384m parameter to a larger number. contact Tivoli Customer Support to help configure your multi-processor system. the ITSLA Task Drivers machine may attempt to use the wrong IP address when trying to connect to the ITSLA Server machine. Locate the following directory on the ITSLA Server machine. where TSLA_Dir is the installation location: TSLA_Dir\bin\common • • • Modify the -Xmx384m parameter in the tslmconfig file. – Run the following command to restart the ITSLA Server: .– You can also modify the tslmconfig file as shown in the following: • • Shut down the ITSLA Server with the net stop tslm command. For UNIX. 336 Introducing IBM Tivoli Service Level Advisor . Temporarily remove the IBM Tivoli Service Level Advisor service by running the following command from a command line: jservice -u TSLA_Dir\bin\common\tslmconfig • Restore the IBM Tivoli Service Level Advisor service by issuing the following command from a command line: jservice -u TLSA_Dir\bin\common\tslmconfig • Start the ITSLA Server with the net start tslm command. Go back to the TSLA_Dir\bin directory.sh – Edit the slm_start. such as 512 or 1024. where TSLA_Dir is the installation location: . such as 512 or 1024./slm_service_start. If you receive a DYKGU0087E error message when attempting to submit an order.

Troubleshooting the ITSLA 337 . but only if you have a Java runtime environment locally installed: java -jar _uninst/uninstall.sh file in the TSLA_Dir/service_util directory. Un-installing ITSLA install options If when un-installing IBM Tivoli Service Level Advisor you find that the provided un-install script does not work. perform the following: a. Restart the ITSLA Server. b.jar Chapter 8.hostname=SLM_Server_Hostname e. Enter regedit in the Start -> Run text box. For more information on IBM Tivoli Service Level Advisor un-installation procedures. Restart the ITSLA Server.4. Locate the following: My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\tslm\ Parameters c. b. perform the following: a. Locate the slm_start. Perform the following steps if the ITSLA Task Drivers cannot access the referenced IP address in the error message: For Windows. Add the following JVMARGS environment variable. d. 8. consult Getting Started with IBM Tivoli Service Level Advisor Version 1.4 Un-installation issues Below you can find a troubleshooting tip that may help you if you decide to un-install IBM Tivoli Service Level Advisor. using the fully qualified ITSLA Server host name: -Djava.hostname=SLM_Server_Hostname c. Create a new string value name jvmOption6.1.rmi.Check the IP address in the referenced message if you notice that errors indicate a refusal of connection or an inability to reach the host.server.server. Use the fully qualified host name of the ITSLA Server when modifying the following data value: -Djava. you may run the following command to perform the un-install. SC32-0834.rmi. For UNIX.

physical console attached to the same machine. You can check to see if the process has stopped by running ps -ef |grep java and looking for the WcOrbletApp process. check to see if the problem you are having is included in the following sections.sh file. 6.1 Logon problems (UNIX platforms) If you experience problems logging onto the IBM Console. restart the MCR process using the startsrc -s tcserver command. Edit the PS/bin/private/generic_unix/wc. Perform the same netstat command as above to verify that the Web Console is up and running. issue the netstat -na |grep 8010 command and see if the port is LISTENING.5. verify that X-Windows is running.5 IBM Console The IBM Console serves as the core portal for entering IBM Tivoli Service Level Advisor. 3. On the machine that is running the Web Services for IBM Console. Start the Web Console by using the startsrc -s tcwebsvcs command. 2.1. 338 Introducing IBM Tivoli Service Level Advisor .8. To check to see if MCR is up. Make sure that there is a functional. 7. After the two above processes have stopped. For more information regarding the IBM Console. In the following sections you will find suggestions for troubleshooting possible logon issues and administration steps for the IBM Console. right after the comments: DISPLAY=hostname:0 export DISPLAY 4. 8. You can check to see if it has stopped by issuing ps -ef |grep java and looking for the McOrbletApp process. SC32-0835. Stop the MCR process using the stopsrc -s tcserver command. Stop the Web Console process by issuing the stopsrc -s tcwebsvcs command. 5. Make the same changes to the PS/bin/private/generic_unix/mcr. Logon screen hangs (UNIX platforms) Try the following steps if you are on a UNIX platform and the logon to the IBM Console hangs: 1. refer to Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1. 8.sh file and add the following lines to the top of the file.

Verify that both PS processes have a display argument of localhost:0 by issuing the ps -ef |grep java command and searching for the following output: -Dcom. Troubleshooting the ITSLA 339 . Changing IP addresses You may experience an excessive usage of CPU resources if you change IP addresses after installing IBM Tivoli Service Level Advisor.display. depending on your operating system. where PS is the PS installation directory: PS/ibmhttpd/conf/httpd.2 Administration problems In the following sections. and possibly longer for non-English installations.5.pf.bat For UNIX: PS/bin/generic_unix/rebuildHelp. Help information not available in Task Assistant When trying to open the Task Assistant in the Web Console. If you are experiencing this problem. tips for administering the IBM Console are included.name=localhost:0 8. Chapter 8.sh Building the help set could take anywhere from 30 to 60 minutes for an English-only installation.9. replace your old IP address with your new IP address in the following file.conf Out of memory If you find memory errors in any of the logs in the PS/logs/fwp_wc directory. You can manually build the help set by running the following commands. user assistance may not be available if the machine was rebooted before the original help set build had completed. depending upon your operating system: For Windows: PS\bin\w32-ix86\rebuildHelp. Optimizing screen resolution If windows displayed by the IBM Console do not appear to be displayed properly. For Windows: 1. try setting your screen resolution to 1024 x 768. you can resolve the issue with the steps found below.tivoli. Enter regedit in the Start -> Run text box.

Those users that have these roles are able to manage all user accounts. 340 Introducing IBM Tivoli Service Level Advisor .sh. Change the number 384 in the Value: -Xmx384m parameter to a larger number. such as 512 or 1024. you may set your local browser to any language you wish.2. as they plug into the IBM Console and require the installation of the language pack. Language mix in console If you are seeing mixed language messages in the IBM Console. as translation support is included with the IBM Console. The IBM Tivoli Service Level Advisor’s graphical user interface items will not be translated. If you set your local browser to a non-English language. such as 512 or 1024. set your local browser to English if you have not yet installed the language pack and before you log into the IBM Console. as well as change the password for any user. After installing the language pack. Locate the following path: My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ps_wc\ Parameters 3. depending on the amount of memory in your system: JVMARGS=”$JVMARGS -Xmx384m” Authorization for password changes Only those users with the following roles are allowed to change the password for the IBM Console: Administration Authorized Tasks Administration portfolio entries Note that access to these user roles should be limited to only certain administrators. Edit the file PS/bin/private/generic_unix/wc. you will see translated information in the base IBM Console. Find the following values: Name: jvmOption8 Type: REG_SZ 4. you may not have the IBM Tivoli Service Level Advisor language packs installed. To resolve this issue. 2. This value size varies. Locate the following line and change the 384 value to a higher number. depending upon the amount of memory you have in your system. For UNIX: 1.

The importing of ETLs require these fixes. The import process cannot continue. Example 8-11 dyk_dwc_data.tag file.log sample Import ended for tag file:C:/TWH/apps/dyk/v110/etl/dyk_dwc_data. search the following log files for the given errors below. where %TEMP% represents Windows’ TEMP environment variable: %TEMP%\tmptedw_1_1_install\TWHInstall. the IBM DB2 APARs for Tivoli Enterprise Data Warehouse have not yet been installed.1 Installation issues If you encounter problems when trying to install the TEDW Source ETLs. 8. also referred to as Warehouse Enablement Packs. Troubleshooting the ITSLA 341 . Review the installation logs to ensure that messages indicate conditions that are acceptable.8.log Search the very bottom of this file for the text shown n Example 8-11.6 TEDW Source ETLs In the following sections we present the known issues with Source ETLs or warehouse packs.log Search for the following error: CDWIA0092E Cannot import the metadata into the DB2 Warehouse Center using the .tag Return Code/subCode = 13702/0 Method:DataResource_addRel Message:DWC13702E A primary key already exists and cannot be updated. Chapter 8. Installation failure You may receive the following error when trying to install the Target ETL: CDWIA0002W General errors were detected. refer to the following section on installation failure.6. %TEMP%\dyk_dwc_data. On the Windows machine where the Control Server was installed. Chkpid completed = 920 Stop time: 03/01/02 15:56:09 If you do see these errors.

2. 5. If your Warehouse Center machine is using a non-English language.6. For Windows NT. Click the Environment Variables button. you may need to change your DB2CODEPAGE environment variable.Consult the following Web site for more information regarding the download and install procedures for APARs JR16650 and JR16766: http://www. perform the following: 1. Close each box by clicking the OK button. 4. 3. Right click My Computer on your desktop and select Properties. The steps are slightly different for Windows NT and Windows 2000. On the System Properties tab. 6.ibm. 4.html Try again to install the Warehouse Enablement Pack after downloading and installing the above APARs. follow the below steps to resolve this issue. 3. Reboot your machine for the changes to take effect. refer to the following section if you experience difficulty when configuring the enablement packs. 8. Define a system variable called DB2CODEPAGE with a value of 1208. 342 Introducing IBM Tivoli Service Level Advisor . For Windows 2000. perform the following: 1.2 Configuration issues After installing the Warehouse Enablement Packs. 5. 2. Right click My Computer on your desktop and select Properties. click Set and then OK. select Environment. Under the System variables box.com/software/sysmgmt/products/support/ TivoliEnterpriseDataWarehouse. There will be other variables listed there such as DB2INSTANCE and DB2TEMPDIR. Reboot your machine for the changes to take effect. click New and define a variable name of DB2CODEPAGE with a variable value of 1208. After you assign the variable with its value. Click the Advanced tab on the System Properties panel. Error promoting ETL to production mode If you receive IBM DB2 error codes DWC02015E with an SQLSTATE of 01517 when trying to change the ETL mode to production.

for more information on manually creating ODBC data sources. Troubleshooting the ITSLA 343 .Logging into Tivoli Enterprise Data Warehouse If you are unable to log onto the IBM DB2 Data Warehouse Center. 2. SC32-0834. For each database preceded by DYK. causing the retrieval of duplicate data.6. After a Source ETL completes. try restarting the following processes from the Service control panel: Warehouse Logger Warehouse Server These services may have been disconnected if the Tivoli Enterprise Data Warehouse database server was stopped by the dyk_dm_dbinst and dyk_cat_dbinst scripts. Ensure that the TWH_CDW. Verify that the correct user IDs and passwords have been entered for the Warehouse source and target databases. 3. where DB2_Dir is the installation location of IBM DB2. Chapter 8. expand the warehouse source and target folders and attempt to sample a table’s contents. 8. DYK_CAT. ETL failure recovery You may experience problems if either of the following situations occur: A Target ETL is run while a Source ETL is still running. Issue the following command from an IBM DB2 command line to verify that a database connection exists: db2 connect to db_name user user_id using password Refer to Getting Started with IBM Tivoli Service Level Advisor Version 1. examine the appropriate log file in the DB2_Dir\sqllib\logging directory.1.3 Administration issues In this section you will find a number of troubleshooting hints and tips covering the administration of the Warehouse Enablement Packs. 4. and DYK_DM ODBC data sources have been created successfully. a Target ETL is run multiple times. ETL step failed If you notice a failed ETL status in the IBM DB2 Data Warehouse Center Work in Progress window. Do the following steps to verify database connectivity: 1. The failed step’s name will be located in the log file title.

1.1. EXTCTL_TO_INTSEQ) = (0. If you do receive this error. 344 Introducing IBM Tivoli Service Level Advisor .0) where EXTCTL_SOURCE=’TWG.7.Perform the following steps to recover from the above situations: 1. GI11-0908. You can rebuild the DYK_DM database by rerunning the dyk_dm_dbinst script. When you run the command again. Cannot list installed Warehouse Packs You may have to edit the twh_app_install_list. SC32-0835. locate the twh_app_install_list. you should receive a list of the installed Warehouse packs. For more information concerning ITSLA Reports.7 IBM Tivoli Service Level Advisor Reports In this section you will find numerous troubleshooting hints and tips regarding ITSLA Reports.cfg file and place an X in the APPLICATION_TO_DELETE= field. and the IBM Tivoli Service Level Advisor Release Notes Version 1.cfg file if you receive the following error message when trying to list the installed Warehouse packs: ==> Reading Config File (twh_app_install_list. 8. you may experience difficulty connecting to the ITSLA Databases if you receive an HTTP 500 Error (the page cannot be displayed) or the following error message: DYKAL3003E A Data Source for sdc was not found in my ITSLA Reports message log.1 Accessing Reports When signing into ITSLA Reports. 8.STAGE_MSMT’ db2 disconnect twh_cdw You can now repopulate the DYK_DM database by scheduling the Process ETL after completing the above steps. Property APPLICATION_TO_DELETE not found in config file.extract_control set (EXTCTL_FROM_INTSEQ. 2. refer to the Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.cfg) (F) CDWIC0005E Error.MSMT’ and EXTCTL_TARGET=’DYK. Reset the EXTRACT_CONTROL values in the TWH_CDW database by running the following commands from a IBM DB2 command prompt: db2 connect to twh_cdw user db2_user using password db2 update twg.

you may see this error.logLocation point to the correct configuration and log locations.5. If the IBM DB2 server has not been started. Make sure the db2start command has been issued on the database server.somecompany. Refer to 4.1. search for the following error messages in the stderr and the SLMMessageX.log file after recovering from this error: DYKAL3005I Driver loaded successfully.Perform the following steps to resolve these errors: 1. the file is located in the following directory: WebSphere_Dir/AppServer/installedApps/SLMReport.db2. You should see the following messages in the ITSLA Reports SLMMessagex.configLocation and slm.com_servlet:DS:1 failed startup with the following error:DYKAL3002E An error occurred for sdc during Data Source creation. verifying that the file names associated with slm. DYKAL3001I Data Source successfully created for sdc.jdbc. If the db2java.xml file using a text editor. the file should be located in the following directory if all suggested defaults were taken when deploying the SLMReport. you may receive this error.com_servlet:DS:1 2.ibm.war file: WebSphere_Dir/AppServer/hosts/default_host/SLMReport/servlet/Web-inf – For IBM WebSphere Application Server AE or AES.2. “IBM WebSphere installation and configuration” on page 127. if the ITSLA Server is installed in C:\TSLA. On the ITSLA Reports Server. Version 4.logLocation</param-name> Chapter 8. DYKAL1001I Started component yourcomputer.app. the log location will be C:\TSLA\log\SLMReport and the configuration location will be C:\TSLA\cfg.xml file will appear similar to the following: <init-param id=”InitParam_1”> <param-name>SLM.0.log files: – DYKAL1054E Component yourmachine.ear/SLMReport.1 or 4. The specific code in the web. for how to configure the JDBC level.zip file is not located in the CLASSPATH variable.somecompany.war/Web-in f Edit the web. – DYKAL3013E Error loading driver COM.configLocation</param-name> <param-value>c:\Tsla\cfg</param-value> </init-param> <init-param id=”InitParam_2”> <param-name>SLM. Troubleshooting the ITSLA 345 . open the web. Dependent on your IBM WebSphere Application Server version. For example.DB2Driver.0.xml file: – For IBM WebSphere Application Server SE 3.6.

If it is not.1 or 4.zip file is included in the CLASSPATH variable. b. you may receive the following error message: HYKRP0009E Empty database results returned. enter the directory path in the empty row and click Apply.zip file directory path is included. If the web. If it is not. 346 Introducing IBM Tivoli Service Level Advisor .IBM WebSphere SE 3. SLMReportServer) in the Administrator’s Console and click Start if the Start option is enabled.5: stdout. Refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1.1.5.log – For IBM WebSphere Application Server 4. the directory path may appear as follows: C:\DB2\java\db2java.0. Right click the report server name (for example. Select the Advanced tab.xml file is correct.<param-value>c:\Tsla\log\SLMReport</param-value> </init-param> Save and close the file when finished. make sure the db2java. For example. Select the Web application name under Nodes SLMReport servlet engine on the WebSphere server screen. 3. SC32-0833. Accessing Reports .2: Default_Server_stdout. Make sure the db2java.log Possible errors included in the above log files may be: – Database tables missing – Incorrect user name or password used when connecting to the database Use the dsutil utility to verify that the user ID and password are correct if you receive the error DYKAL3014E in any of the above log files. and under Classpath. This error can be corrected by following these steps: 1. Stop the application server by performing the following: a.zip 2. do the following: a. look for detailed errors in the following log files: – For IBM WebSphere Application Server SE 3.0. Please report this error to Administrator.5 When signing into ITSLA Reports running on IBM WebSphere Application Server SE 3. for more details on running the dsutil utility.

You can correct this error message by performing the following steps: 1. Chapter 8. if needed. Run the following commands from the command line: C:\>wscp After you receive the wscp> prompt.xml file contains the following line. 6.2 Administration issues Below you will find a couple of pointers to help when administering ITSLA Reports. Troubleshooting the ITSLA 347 . You should now be able to access ITSLA Reports from your Web browser. Stop and restart the WebSphere Application server. Verify that the WebSphere_dir/config/plugin-cfg.b. 8. Save and close the XML file.log file: CommandExecutionException: Unable to select node: the requested node is not available. enter the following all on the same line: wscp>ApplicationServer start /Node:myHost/ApplicationServer:SLMReportServer 3.txt files that were created during the ITSLA Reports integration. enter the following: wscp>ApplicationServer start /Node:your hostname/Application Server:ReportServerName/ For example.7. Edit the NODE_NAME parameter. and execute the script.txt and stderr. save that. 2. where WebSphere_dir is the WebSphere installation directory: <Uri Name=”/SLMReport”/> 5. 4.0 An incorrectly specified node name will cause you to experience problems when trying to access ITSLA Reports when using IBM WebSphere Application Server AES 4.0. find the ITSLA_Install_Dir/bin/aes40reportgenplugin script file. Using a text editor. Check for the following error message in the TSLMInstall. 3. More error information can be found in the stdout. Accessing Reports with IBM WebSphere AES 4. where ITSLA_Install_Dir is the location where ITSLA was installed. open the aes40reportgenplugin file and locate the NODE_NAME parameter. On the ITSLA Report server. Try to view the ITSLA Reports again.

1. You should not receive any more sharing violations after doing this. Navigate to the WebSphere_dir/AppServer/bin directory and run the following command. 8.Cleaning up after installation failure If the installation of ITSLA Reports fails. perform the following steps to remedy this problem: 1.sh -uninstall “SLM Report Application Server” -delete true IIS If you install ITSLA Reports on a Windows system that has IIS enabled.3 Workarounds for ITSLA Reports In the following section you will find important information regarding known workarounds and limitations for ITSLA Reports. also allowing ITSLA Reports to be viewed using the same port. Log files not deleted during un-install After un-installing ITSLA Reports. you must disable IIS before WebSphere is installed. you must first shut down the WebSphere Application Server. you may notice that you are unable to delete the ITSLA Reports log files.7. dependent on the operating system: For Windows: SEAppInstall . Limitations with printing reports If you notice that some of the data is being cut off when trying to print ITSLA reports. This will release port 80 to be used by WebSphere. In order to permanently delete these files. Set your print paper orientation to landscape. the WebSphere_dir/AppServer/installedApps/SLMReport.ear folder must be deleted manually. refer to the IBM Tivoli Service Level Advisor Release Notes Version 1./SEAppInstall. For more information. 348 Introducing IBM Tivoli Service Level Advisor . GI11-0908. and you are running WebSphere AES.uninstall “SLM Report Application Server” -delete true For UNIX: .

and then press Enter to load the page. When using Microsoft Internet Explorer. if one screen is logged off.2. set all print page margins to the following values: – 0. as it will reload the original URL. Issues with non-alphanumeric characters When a single quote character (‘) appears in a customer name. any settings that were set on the previous sessions will be overwritten. Perform the following steps to guard against these issues: For Microsoft Internet Explorer.5 inches for Netscape – 0. To resolve this problem. When opening additional report screens on the same machine when using Netscape. you may receive the following error message: DYKRP0009E Empty database results were returned. the same may occur to all sessions opened from the same window. only use one browser when connecting to ITSLA Reports. Troubleshooting the ITSLA 349 . Using the refresh button (Internet Explorer) or reload (Netscape) button will not work. Please report this error to the administrator. resource name. Dependent on the browser used. Chapter 8. Multiple Report sessions providing unexpected results Unexpected results may occur if more than one ITSLA Reports screen is started on the same client machine. open any additional session by using the shortcut on the desktop or from Start Programs on Internet Explorer. or offering component name. type 27% following every occurrence of 27% in the URL address field of your Web browser.7 inches for Microsoft Internet Explorer Different printers may require different procedures. realm name. For Netscape.

350 Introducing IBM Tivoli Service Level Advisor .

2002 351 .Part 2 Part 2 Appendixes © Copyright IBM Corp.

352 Introducing IBM Tivoli Service Level Advisor .

A Appendix A. Hints and tips for un-installing ITSLA This appendix will cover the un-installation of an IBM Tivoli Service Level Advisor environment from your enterprise environment with focus on the following tasks: Un-install the ITSLA core components – ITSLA Server – ITSLA Reports – ITSLA Task Drivers Un-install the ITSLA ETL application packages. – Process Target ETL – Registration Target ETL Remove the ITSLA Databases – ITSLA Database (DYK_CAT) – ITSLA Measurement Data Mart database (DYK_DM) © Copyright IBM Corp. 2002 353 .

You will have to manually delete these files. You can browse through the file TSLMUninstall. and then delete the directories. 2. Un-install ITSLA Task Drivers. You will have to take the following into consideration when preparing your un-install: If all the ITSLA components are on the same machine and in the same directory. and ITSLA Task Drivers components all installed on one machine. The un-install program may not be able to remove all of the files in the ITSLA install directories.log to see if any errors occurred during the un-install. 3.Un-installing the ITSLA core components When you run the un-install command. you have to un-install them in the following order: 1. The log file is located in the install directory (for example. or on different machines. the un-install process must be run against each directory where each installed feature is located. perform the following steps: 1. ITSLA Reports. Un-installing ITSLA Task Drivers To un-install the ITSLA Task Drivers component. If the components are installed on different machines. Un-install ITSLA Server. Issue the following command to start the service if it is not running: – On Windows NT/2000: net start ps_mcr 354 Introducing IBM Tivoli Service Level Advisor . C:\TSLA on Windows and /opt/TSLA on UNIX) for each of the features. all the features installed in that directory will be un-installed after running the un-install process once. If all the ITSLA components are on the same machine but in different directories (which can be done if you run the installation program on the same machine specifying a different install directory for each of the install options). a log file is created for each ITSLA component that you un-install. Un-install ITSLA Reports. You might have the ITSLA Server. During the un-installation. it will start the InstallShield Wizard for the IBM Tivoli Service Level Advisor program. This program does not allow you to do a selective un-install. Make sure that the Server for IBM Console service is running.

sh . navigate to the PS_Dir/bin/generic_unix directory. You have to remove these manually. Appendix A. navigate to the PS_Dir/bin/generic_unix directory./uninstall. issue the following commands: – On Windows NT/2000: net stop ps_wc net start ps_wc – On UNIX. Issue the following command from the ITSLA Task Drivers install directory (for example./stopwc. You have to remove these manually.sh 3./wc.bat – On UNIX: . If an errors occur and you have to do it manually. Issue the following command from the ITSLA Reports install directory (for example./uninstall.sh 2. do the following: 1. from a command prompt. Removing ITSLA Task Drivers does not remove the installed files and the ITSLA install directory automatically. where PS_Dir is the directory where Tivoli Presentation Services is installed. C:\TSLA on Windows and /opt/TSLA on UNIX) to start the InstallShield Wizard for IBM Tivoli Service Level Advisor for the un-install: – On Windows NT/2000: uninstall – On UNIX: .sh 2. Un-installing ITSLA Reports does not remove the installed files and the ITSLA install directory. and run the following command: . During the un-install the InstallShield wizard program will try to stop and restart the Web Services for IBM Console service.– On UNIX.sh 4./mcr. C:\TSLA on Windows and /opt/TSLA on UNIX) to start the InstallShield Wizard for IBM Tivoli Service Level Advisor: – On Windows NT/2000: uninstall. from a command prompt. Un-installing ITSLA Reports To completely un-install the ITSLA Reports component. where PS_Dir is the directory where Tivoli Presentation Services is installed. and run the following command: . Hints and tips for un-installing ITSLA 355 .

During the installation of ITSLA Reports on the IBM WebSphere Application Server machine. C:\WebSphere\AppServer on Windows and /usr/WebSphere/AppServer on UNIX). if ITSLA Reports was automatically integrated into the IBM WebSphere Application Server AES environment.bat – On UNIX: ./stopServer.sh -uninstall “SLM Report Application Server” -delete true -nodeName node Where node is the IBM WebSphere Application Server AES node name that was specified during installation.sh 2. Run the following command from the same directory as in the previous step: – On Windows NT/2000: SEAppInstall -uninstall “SLM Report Application Server” -delete true -nodeName node – On UNIX: . the un-install process will automatically remove the ITSLA Reports component. 356 Introducing IBM Tivoli Service Level Advisor . Navigate to the WebSphere_DIR /bin directory. do the following: 1. Stop the IBM WebSphere Application Server AES by issuing the following command: – On Windows NT/2000: stopServer. IBM WebSphere Application Server AES If you need to remove ITSLA Reports manually from IBM WebSphere Application Server AES. where WebSphere_DIR is the directory where IBM WebSphere Application Server AES was installed (for example./SEAppInstall.

and run the following command: startupServer. where WebSphere_Dir is the directory where IBM WebSphere Application Server was installed (for example. From the Services control panel (Start -> Settings -> Control Panel -> Services) right click IBM WebSphere Admin Server and select Start from the context menu.> Start Admin Server. navigate to the WebSphere_Dir\bin directory. navigate to the WebSphere_Dir\bin directory. and run the following command: startupServer.5 by doing the following: – For Windows. Hints and tips for un-installing ITSLA 357 . where WebSphere_Dir is the directory where IBM WebSphere Application Server AE was installed. as follows: 1.0. where WebSphere_Dir is the directory where WebSphere was installed (for example. From a command prompt. you will have to remove the ITSLA Reports manually. as follows: 1.sh IBM WebSphere Application Server SE If you are running IBM WebSphere Application Server SE Version 3. navigate to the directory WebSphere_Dir/AppServer/bin. do any of the following: • • Select Start -> Programs -> IBM WebSphere -> Application Server V3. do the following: Verify that you are logged on as the root user. you will have to remove the ITSLA Reports manually. Start the IBM WebSphere Admin Server for IBM WebSphere Application Server SE Version 3. From a command prompt.5.bat • – For UNIX. C:\WebSphere\AppServer).bat – For UNIX: Verify that you are logged on as the root user. Appendix A. C:\WebSphere\AppServer).5 .IBM WebSphere Application Server AE If you are running IBM WebSphere Application Server AE Version 4. and run the following command: . Start the IBM WebSphere Admin Server for IBM WebSphere Application Server Version AE 4./startupServer.0 by doing the following: – For Windows NT/2000: From a command prompt.

where WebSphere_Dir is the directory where IBM WebSphere Application Server was installed. 4. do the following: 1. Shut down the ITSLA Server by stopping the IBM Tivoli Service Level Advisor service.bat – On UNIX: . Issue the following command: – On Windows NT/2000: net stop tslm – On UNIX: Navigate to the ITSLA_Server_Install_Dir/bin directory. reboot your machine if you un-installed from Windows.sh 3.From a command prompt. C:\TSLA on Windows and /opt/TSLA on UNIX) to start the InstallShield Wizard for IBM Tivoli Service Level Advisor for the un-install: – On Windows NT/2000: uninstall.sh Un-installing ITSLA Server To un-install the ITSLA Server feature. 358 Introducing IBM Tivoli Service Level Advisor . Issue the following command from the ITSLA Server install directory (for example./uninstall. and run the following command: ./slm_service_stop. After the un-install script has completed. This will fully remove IBM Tivoli Service Level Advisor from the list of system services and remove files that may have been in use during the un-install. You have to remove it manually. navigate to the directory WebSphere_Dir/AppServer/bin./startupServer. where ITSLA_Server_Install_Dir is the location where the ITSLA Server was installed. Un-installing ITSLA Server does not remove the installed files and the ITSLA install directory.sh 2. Issue the following command: .

The process of un-installing the ITSLA Target ETL programs is the same as un-installing any ETL from the TEDW Control Center machine. The following items are deleted during the application pack un-installation: Application pack files and directories Report interface data marts (not applicable for the ITSLA Target ETLs) Tables in the TEDW Data Mart database Star schemas used to define TEDW Data Marts TEDW Report Interface reports (not applicable for the ITSLA Target ETLs) Saved report output ETL processes for the application pack Staging tables used by the ETL processes in the TEDW Central Warehouse database TEDW Data Marts can contain star schemas created by more than one application pack. you have to un-install the Target ETL. Un-installing an application package deletes the application pack files and related database objects. Appendix A. depending on the product code that you enter in the config file.Un-installing the ITSLA Target ETL programs As part of un-installing IBM Tivoli Service Level Advisor from your enterprise environment. where TWH_TOPDIR is the directory where you installed TEDW Control Center and Product_Code is the unique three-character identifier for the application. In this section. we describe the steps to perform to un-install any ETL warehouse pack (Target or Source ETLs). The files for each warehouse pack are located in the installation directory TWH_TOPDIR\apps\Product_Code.sh Where TWH_TOPDIR is the directory where you installed TEDW Control Center. You must manually resolve the applicable star schema relationships before you can un-install the application pack. You will find a list of the application packages you can un-install in the TWH_TOPDIR \apps directory. one at a time. Hints and tips for un-installing ITSLA 359 . The following command line utility is available to help with the un-install: TWH_TOPDIR\install\bin\twh_app_deinstall. Each application package has to be un-installed separately. the un-installation program checks star schema relationships before un-installing and does not un-install an application pack if any of its star schemas are used in a data mart from another application pack. Therefore.

This is the # directory name in the (TEDW TOP product top)/apps tree that # relates to the product you want to delete. this is the DB2 user information for # that system. Add the product code of the application package (for example. Add the password for the DB2 user on the TEDW Control Center next to the COPT_CTRL_DB2PASS field in the file. this is always the local host # DB2 user and password. edit the twh_app_deinstall. 360 Introducing IBM Tivoli Service Level Advisor . specify the application package to uninstall. as shown in Example A-1. the user and password are the user and pass to the Control server.A list of the product codes for the applications are: dyk apf bwm dmn eco gtm ITSLA Target ETLs IBM Tivoli Monitoring for Transaction Performance (TAPM) IBM Tivoli Monitoring for Transaction Performance (TWSM) IBM Tivoli Monitoring Classic Edition IBM Tivoli Enterprise Console IBM Tivoli Business Systems Manager Perform the following steps to un-install application packages: 1. On the TEDW Control Center machine. as shown in Example A-3. APPLICATION_TO_DELETE=dyk b. as shown in Example A-2. the user and password should be the same as the DB2USER and DB2PASS above and the host and port information will be to the local DB2 database.cfg file in the TWH_TOPDIR/install/bin directory by doing the following: a. Example: A-2 Add the password for the DB2 user on the local machine # DB2 connection information # For a single machine install. dyk for the ITSLA Target ETL) you want to un-install in the UNINSTALL ME section of the file. Example: A-1 UNINSTALL ME section of twh_app_deinstall.cfg ############ UNINSTALL ME ########################################### # Below. DB2USER=db2admin # DB2 User ID DB2PASS=db2admin # DB2 Password c. For distributed. For a distributed install. Add the password for the DB2 user on the local machine next to the DB2PASS field in the file. Example: A-3 Add the password for the DB2 user on the TEDW Control Center # # # # # For a single machine install.

the user and password should be the same # as the DB2USER and DB2PASS above and the host and port information # will be to the local DB2 database. the user and password should be the same # as the DB2USER and DB2PASS above and the host and port information # will be to the local DB2 database.itsc.cfg file and run the application pack un-installation program.COPT_CTRL_DB2HOST=w2kaspc3.ibm. and the bourne shell. Save the changes you have made to the twh_app_deinstall.sh -c twh_app_deinstall. located in the /bin/sh directory. Add the password for the DB2 user on the TEDW Central Warehouse server next to the COPT_CDW_DB2PASS field in the file. as shown in Example A-5 on page 361.ibm. Example: A-4 DB2 user on the TEDW Central Warehouse server # For a single machine install.com COPT_CTRL_DB2PORT=null COPT_CTRL_DB2USER=db2admin COPT_CTRL_DB2PASS=db2admin d.cfg Appendix A. Add the password for the DB2 user on the TEDW Data Mart server next to the COPT_MART_DB2PASS field in the file. as shown in Example A-4. # For distributed. the user and password are the user and pass to # the CDW server. # For distributed.ibm.austin.itsc. Hints and tips for un-installing ITSLA 361 . Example: A-5 Add the password for the DB2 user on TEDW Data Mart server # For a single machine install. on machines running UNIX. Run the following command from the TEDW_Install_Dir/install/bin directory: twh_app_deinstall.com COPT_CDW_DB2PORT=null COPT_CDW_DB2USER=db2admin COPT_CDW_DB2PASS=db2admin e. the user and password are the user and pass to # the Mart server. Use the bash shell on machines running Microsoft Windows.itsc.austin.austin. COPT_MART_DB2HOST=w2kaspc3.com COPT_MART_DB2PORT=null COPT_MART_DB2USER=db2admin COPT_MART_DB2PASS=db2admin 2. COPT_CDW_DB2HOST=w2kaspc3.

If the ITSLA Database Server resides on UNIX. Refer to Chapter 10 in Tivoli Enterprise Data Warehouse Installing and Configuring Version 1. and issue the following command: . Log on as a valid DB2 user.As an alternative to un-installing an application pack.1. You can stop importing data to the TEDW Central Warehouse database. you can disable the scheduling of the application pack ETL processes. or stop creating or updating the TEDW Data Marts without the risk of losing customized data marts that depend on the application pack. db2profile 2. Open a DB2 command window: Start -> Programs -> IBM DB2 -> Command Window. b. perform the following: a. for more information about disabling the scheduling of the application ETL processes. Source the db2profile file locally by navigating to the db2_instance_directory/sqllib directory. Run the following commands from the command line interface: db2stop force db2start db2 drop db db_name Where db_name is the name of the database you want to drop. where db2_instance_directory is the database instance directory. Remove the ITSLA Databases In order to complete the un-installation process. GC32-0744. Do the following on the machine where the ITSLA Databases and the ITSLA Measurement Data Mart reside: 1. b. If the ITSLA Database Server resides on Windows NT/2000. Then terminate the session: db2 terminate 362 Introducing IBM Tivoli Service Level Advisor . you may need to drop the ITSLA Databases and the ITSLA Measurement Data Mart databases and remove them from your environment. do the following: a.

IBM WebSphere Application Server Visit the IBM WebSphere Application Server InfoCenter Web site at: http://www-3. Appendix A.com/software/webservers/appserv/infocenter. GC09-2970.Un-installing the support applications This section only provides references to the un-install procedure for ITSLA-supported applications.ibm. GC32-0744. for information about un-installing DB2 for UNIX. Please refer to the following sources of information if you need to un-install any of the ITSLA-support applications: Tivoli Enterprise Data Warehouse See Chapter 10 in Tivoli Enterprise Data Warehouse Installing and Configuring Version 1.1. for information about un-installing DB2 for Windows and Chapter 10 in DB2 UDB Quick Beginnings for UNIX. GC09-2971. Hints and tips for un-installing ITSLA 363 .html IBM DB2 Universal Database Enterprise Edition See the Appendixes in DB2 UDB Quick Beginnings for Windows Version 7.

364 Introducing IBM Tivoli Service Level Advisor .

Service Management according to the ITIL This appendix discusses the various components and definitions behind Service Management in Information Technology Infrastructure Library (ITIL) terms and should be used as reference to anyone involved in the Service Level Management process. 2002 365 . This appendix contains the following topics: Service Management overview The ITIL Service Support model The ITIL Service Delivery model The ITIL Service Level Management model © Copyright IBM Corp.B Appendix B.

Although the ITIL covers a number of areas. the service management revolution is well on its way. it is now becoming more popular and has been adopted and used across the world as the defacto standard for best practice in the provision of IT Service. Refer to the following Web sites for details on what ITIL is and what it can provide: http://www. which themselves are divided into two main areas: Service Support and Service Delivery. Although ITIL was originally created by the Central Computing and Telecommunications Agency (CCTA).gov.The ITIL The Information Technology Infrastructure Library (ITIL) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management.uk The IT systems management forum Web site The official ITIL Web site The CCTA official Web site Service Management Today. Almost every IT organization is moving toward business-oriented service delivery. 366 Introducing IBM Tivoli Service Level Advisor .itsmf.ccta.uk http://www.com http://www. Service Delivery covers the management of the IT Services themselves. its main focus is on IT Service Management. ITIL is organized into a series of sets.itil. Service Support is the practice of those disciplines that enable IT Services to be provided effectively. which requires their functioning as a pro-active group that is responsive to their customers. a UK Government agency. which themselves stipulate the ITIL practices/requirements.co. It involves a number of management practices to ensure that IT Services are actually provided as agreed-upon between the service provider and the customer. IT is being called upon to participate as a partner in the corporate mission. This customizable framework defines how Service Management is applied within an organization. That is. Each of these two areas contain a number of disciplines.

just as if they were driven by market forces. In the absence of these forces. It also allows them to determine in advance what steps will be taken if these conditions are not met. correct. All of these activities are grouped into two major disciplines: Service Delivery and Service Support. the IT organization needs to organize itself accordingly and establish internal procedures that support the SLA Management. and level of service for the individual LOB. enterprise-wide service by varying the type. cost. It interacts with. Service Level Management is not an isolated activity. In order for the IT organization to be able to make and use the service level agreements with the LOBs as a tool for decision making. monitor. Service Management according to the ITIL 367 . It is through the process of establishing a Service Level Management orientation that IT organizations can engage customers. Service Level Management is a means for the lines of business (LOB) and IT organization to explicitly set their mutual expectations for the content and extent of IT Services. Appendix B. manage. The corporate IT organization is now challenged to operate like a stand-alone business but without the corrective forces—profit orientation and threat of losing customers—which are present for companies operating in a free market.Adopting this mind-set is difficult for internal service providers. There is no point in agreeing to delivering a service if the basic tools and processes needed to deploy. and draws upon. IT organizations are embracing a new competitive mind-set: Service Level Management. all the other disciplines that are part of the IT infrastructure management. The concept and application of Service Level Management allows IT organizations to provide a business-oriented. who face an increasingly less captive audience. and report the service level achieved have not been established.

This involves setting measurable performing targets. the Service Level Agreement. This involves finding out the customers requirements and determining how these can best be met within the agreed-upon budget. Cost Management Register and maintain cost accounts related to the usage of IT Services. Assist in pricing the services in the Service Catalogue and Service Level Agreements. 368 Introducing IBM Tivoli Service Level Advisor . Work together will all IT disciplines and departments to plan and ensure delivery of services. monitoring performance. The tasks that have to be accomplished to make this happen are: Service Level Management Managing customer expectations and negotiating service delivery agreements. and taking action where targets are not met. and consists primarily of planning and ensuring that the service is delivered according to plan and. Deliver cost statistics and reports to Service Level Management to assist in obtaining the right balance between service cost and delivery.Service Delivery Cost Management Contingency Planning Service Level Management Capacity Management Availability Management Configuration Management Change Management Help Desk Problem Management Software Control and Distribution Service Support Figure B-1 The Service Management disciplines The primary objective of the Service Delivery discipline is pro-active. in turn.

to Service Level Management. allocates severity. and trend analysis to Service Level Management. This work is done in close collaboration with the company’s business continuity management. of the service by reducing the impact of disasters.Contingency Planning Plan and ensure the continuing delivery. and coordinates the efforts of the support teams to ensure timely and correct resolution of problems. including customers. emergencies. Appendix B. Problem Management Implements and uses procedures to perform problem diagnosis and identify solutions that correct problems. including security violations. Escalation times are noted in the SLA and are. Capacity Management Planning and ensuring that adequate capacity with the expected performance characteristics is available to support the service delivery. Service Management according to the ITIL 369 . Registers solutions in the configuration repository. Provides statistics to Service Level Management to demonstrate the service levels achieved. agreed upon between the customer and the IT department. which is responsible for protection of all aspects of the company’s business. SLAs. This discipline may also include negotiating underpinning contracts with external suppliers. and maintaining a repository of configurable attributes and relationships among the components. Registers incidents. Availability Management Planning and ensuring the overall availability of the services. Deliver capacity usage. and more. Configuration Management Responsible for registering all components in the IT Service. and defining maintenance windows and recovery times. hardware and software components. Help Desk Acts as the main point-of-contact for the users of the service. and major incidents. The disciplines in the Service Support group are mainly reactive and concerned with implementing the plans and providing management information regarding the levels of service achieved. performance and workload management statistics. or minimum outage. including IT. Providing management information in the form of availability statistics. as such. contracts.

Software Control and Distribution Manage the master software repository and deploy software components of services. 370 Introducing IBM Tivoli Service Level Advisor . Change Management Ensure that the impact of a change to any component of a service is well known.Agree on escalation times internally with Service Level Management during the SLA negotiation. Provide management reports regarding deployment. Provide problem resolution statistics to support Service Level Management. Deploy changes upon the request of Change Management. This includes changes to the SLA documents and the Service Catalog. and the implications regarding service level achievements are minimized. The key relationships among the disciplines are shown in Figure B-2 on page 371. as well as organizational changes and changes to hardware and software components.

Service Management according to the ITIL 371 . Service Delivery disciplines Service Delivery is a discipline that needs to be mastered in most enterprises. •etc. both the Service Delivery and the Service Support disciplines will be discussed briefly in the following sections. every enterprise provides services to their customers either as the main business idea or as a supplement to the goods provided by the company. Appendix B.Deliverables: Deliverables: •Quality services •Quality services Requirements: Requirements: •Budget •Budget •Performance •Performance •Availability •Availability •Disaster •Disaster Service Level Management Requirements Requirements •Quality services •Quality services Deliverables: Deliverables: •Costs •Costs •Performance •Performance •Availability •Availability •Recovery •Recovery Requirements: Requirements: •Availability •Availability Problems: Problems: •Problem reports •Problem •Questions reports •Questions •Inquiries •Inquiries Planning: Support: Contingency Management Help Desk Cost Management Capacity Management Change Management Problem Management Availability Management Deliverables: Deliverables: •Configuration data •Configuration data •Software installations •Software installations Configurations: Configurations: •Capacity •Capacity •Equipment •Equipment •Components •Components •etc. One way or another. Requests: Requests: •IT infrastructure •IT infrastructure improvements improvements Infrastructure: Configuration Management Software Control and Distribution Figure B-2 Key relationships among Service Management disciplines To fully understand the responsibilities of each of the disciplines and the relationships among them.

each one reflecting the need for particular adjustments fulfill the requirements of the users: Off-the-shelf Volume customization One-of-a-kind Standard. all providers of services have to answer two basic questions before commencing service delivery: What is the service that will be delivered? How will the service be delivered? To support the answering process. and time(s) of usage? How is service delivery assured? How is stopping unauthorized usage of the service assured? Who will support the delivery? What is the price customers will have to pay to make use of the service? Many services are standard. a number of related questions needs to be addressed as well. that are well defined and are applicable to a huge number of different customers. IT Services are grouped into three categories of service.Even though services from different industries are very different. no adjustment Standard versions. place(s). but may be tailored to specific geographies. and time(s) of usage? What is the cost of delivering sufficient quantities of the service at the quality. or types of customers. off-the-shelf services. and at what quality? What resources are needed to deliver sufficient quantities of service at the desired quality. Other services share the same attributes. and yet other services are highly customized to meet the needs of specific customers. industries. adjusted to fit similar groups of customers Made to order to fit the unique needs of one particular customer 372 Introducing IBM Tivoli Service Level Advisor . In general. place(s). businesses. in what quantities. Some of them are: Why are we delivering the service? Why will customers buy the service? Where and when will the service be delivered.

the IT organization will provide the same basic services to all LOBs (mail. and component performance.) and fulfill particular needs for each LOB by providing specialized services designed solely for this purpose (for example. Service Management according to the ITIL 373 . and ensure the continuing delivery. office applications. Internet access. when. accounts payable/receivable. what. To do this. when all the above have been defined: The price. Service Level Management is also responsible for managing customer demand and negotiating the SLAs. and thereby predefine the price the customer has to pay. and so on). service providers need to assure that the service is delivered as expected. where. and the price the customer pays reflects the cost. all of the questions concerning who. In the Service Management organization the responsibility of defining the services is that of Service Level Management. why. which is also the responsibility of Service Level Management. Discussing Service Level Management in the context of IT Services typically applies to volume-customization and one-of-a-kind services. where. Capacity Management is also responsible for capacity planning by identifying trends and predicting future needs. resource usage. and when the delivery takes place The penalties for not delivering Benefits/penalties for increased delivery And finally. Likewise. in other words. To determine the cost. and how have to be answered. Within the enterprise.It goes without saying that the cost of delivering a one-of-a-kind service properly is much higher than the cost of delivering a standard service. Appendix B. procurement. etc. Once the services have been established and delivery has begun. the service has to be defined in such detail as there can be no misinterpretations about any of the following: The deliverable Quantities and quality of the deliverable Prerequisites and requirements for the delivery Division of roles and responsibilities between customer and provider How. Service Level Management needs assistance from other disciplines focusing on various aspects of the Service Delivery processes and the overall mission of the IT department: Capacity Management Deals with the daily monitoring and reporting of workloads. payroll. an external network service provider wants to sell similar networking services to many customers and perhaps design special services for customers with special needs.

so the IT organization has to have completed and tested plans and procedures for disaster recovery and related subjects. when they are needed. thus assisting Service Level Management with pricing the service. this means that the primary objective of Capacity Management is to ensure that the appropriate technology is used and that it is used in the best way possible. after a disaster. Cost Management also plays a key role in determining the cost of a service (often based on resource usage). Looking at a typical client-server service. and under what circumstances. where the word appropriate is determined by the level of service that is to be provided to the business at all times. Capacity Management Insufficient capacity will often lead to bottlenecks.Availability Management Ensures that the services are available to the users that are authorized to use those services. and finally. all of which contribute to degrading the service delivery. Given a definition of capacity as the maximum performance or output of a component. loss of availability. Manages the IT budgets and negotiates contracts with suppliers. Ensuring that the IT Services delivery may continue. Cost Management Contingency Planning We will briefly explore these four disciplines and their association with Service Level Management in the following sections. and best way is determined by how well any given technology supports the business requirements of the users. 374 Introducing IBM Tivoli Service Level Advisor . or be reestablished quickly. it is just as important to manage the workloads of the service to be able to forecast the need for capacity and know what workloads run where and when. as it is perceived by the end-user. it is evident that since more components make up the service. In general. performance problems. IT Services are often required to perform business transactions. This is primarily achieved by ensuring the availability of each of the components that is part of the service. we could say that in order to manage capacity of a service. the capacity of each individual component has to be balanced according to the capacity of the other components. The perception of the service delivered is directly related to the capacity available to the service.

and networking component delivers the expected capacity. as depicted in Figure B-3 on page 376. 2. software. These are in the form of thresholds for each component that have to be met in order to provide the agreed-upon level of service. Service Level Management delivers the required service levels to achieve Performance Management. Service Management according to the ITIL 375 . and cost data required by Capacity Management to produce technical and management reports depicting usage and trends. Capacity Management Database Maintain the data related to Capacity Management. Performance Management will investigate the reason. The type of information that is stored in the Capacity Management Database is technical. and implement the tuning activities. If these thresholds are not met. identify actions to tune the systems to meet the thresholds. or indicators show that they will not be met in the near future. business. Performance Management The main objective of Performance Management is to ensure that the agreed-upon service level is maintained.Change Management is divided into eight sub-disciplines. as follows: 1. The data gathered for monitoring purposes is stored in the Capacity Management Database to keep information about the past and to help determine trends. This is a day-to-day task that involves monitoring the capacity delivered to be able to quickly identify problems or bottlenecks. Appendix B. It is also responsible for ensuring that each hardware.

– Implement an effective workload forecasting system. Breaking down a service into individual workloads that execute on one or more components in the IT infrastructure is crucial to understanding and defining the capacity needs for any one component. of future applications or major modifications to existing applications. as well as cost and resource implications. Application Sizing Predict service levels.tuning implementation analysis monitoring Service Level thresholds Capacity Management Database Service Level Exception Reports Figure B-3 Performance Management 3. 376 Introducing IBM Tivoli Service Level Advisor . – Establish interfaces with relevant parties in the IT department for interchange of information. Workload Management Workload Management has three main objectives: – Understand and document all workloads. 4.

Availability Management Availability Management includes planning. as defined by ITIL. a clear picture of the required capacity is needed. 6. Resource Management Understanding the IT infrastructure to ensure that the organization uses the technologies available that best suit the business. management. 5. the Application Sizing of hardware and networking components. and optimization of IT Services so that they can be used where and when the business requires them. Capacity Management therefore supports Service Level Management through the Application Sizing activities in the preliminary cost and business implications analysis. Service Management according to the ITIL 377 . Availability Management. Modeling The Modeling activities involve estimating or predicting the performance of a system under a given volume and variety of work. 8. Availability Management focuses on entire services. Availability Management deals with: The complexity of the services The reliability of the IT components and environmental services The level of maintenance provided by suppliers or elements of self-maintenance The infrastructure upon which the services are built The configuration of the infrastructure used to provide the service Appendix B. 7. and makes sure that the services are available where and when they are needed. is involved with much more than availability of systems. implementation. Capacity Planning Predict when components reach their saturation point and identify the action to be taken to prevent it.Application Sizing is of particular interest in the early stages of the life of a service. Modeling is. As part of determining the cost of providing the service. so to speak. Demand Management Prioritize customer demand for the usage of component resources without adding more capacity.

378 Introducing IBM Tivoli Service Level Advisor . it is recovered quickly and efficiently. All of these help determine the reliability of a component to perform a required function under stated conditions for a stated period of time. The reliability of a service is determined partly by the amount of resilience built into the service. In this context it is important to remember that the users’ perception of the service is dependent upon the availability of the hardware. The availability of components to meet user requirements as stipulated in the Service Level Agreement depends on: Reliability of components Resilience to failure Quality of maintenance and support Quality of operating procedures In order to optimize the availability of the service. and networking components. and partly by the pervasive management applied with the aim of preventing failures from occurring. yet when an incident occurs. the following key elements (combined for all the components that are part of the service) must be observed: Availability Reliability Maintainability Serviceability Security Availability The availability is one of the main attributes of the quality of Service Delivery perceived by the users. or the number of breaks in a period. reliability can be defined as freedom from operational failure. all of these factors have to be taken into account for all components of the service.When conducting Availability Management. as well as the availability of the data that is used. Reliability From a quality service point of view. software. A service that meets the required availability may be characterized as a service that has minimal interrupts. Service resilience is the ability of the service to continue to provide an operation service when components of the infrastructure are non-operational. Reliability is often measured as mean time between failure (MTBF). mean time between system incidents (MTBSI).

maintainability. services must be recoverable without compromising confidentiality. After failure. as used by ITIL. and only at agreed-upon times as specified in the SLA.Maintainability Maintainability defines the ability of an IT Service to be maintained in or restored to a satisfactory operational state. Data must be available to authorized personnel only. Service Management according to the ITIL 379 . When an external party assumes complete responsibility for an entire IT Service and its support (as when a service is outsourced) availability is equivalent to serviceability. Security Availability Management bears the responsibility of the last letter in the basic security CIA principle: Confidentiality Integrity Availability From the perspective of Availability Management. Services must be recoverable without contravening IT security policies. the following security considerations must be addressed. Access for contractors to hardware and software should be clearly identifiable. amongst others: Services must only be available to authorized personnel. and maintenance support of components for which external suppliers are responsible. Maintaining or restoring a service involves five separate stages: Anticipating failures Detecting failures Diagnosing failures Resolving failures Recovering from failures Serviceability Serviceability. defines the reliability. Appendix B.

Provide a basis for prioritizing resource usage. This has to be an integral part of the overall financial management system of the organization. relating to how the services are used. leads to a higher cost of providing the service. the cost of providing these services is only realized by a small number of people. Set targets for financial performance and measure the performance: Budgeted versus actual costs. in turn. making users aware that they pay a fair price for the services they receive. 380 Introducing IBM Tivoli Service Level Advisor . The objective of Cost Management is to break this vicious cycle by: Identifying all costs necessary to provide the service Establishing fair means of recovering these costs from the business This places IT in line with the rest of the business. The tasks performed by Cost Management are costing and charging: Costing Charging Identifying and accounting for the costs of running the IT department and providing IT Services. Provide information for management’s decision-making and planning requirements. Provide a flexible and fast response to changing business circumstances. Recovering costs of IT Service provisions in a fair and equitable way.Cost Management While IT Services are seen as essential in many organizations. which. The costing and charging mechanisms used to align the IT infrastructure more closely to the business objectives is referred to as the Cost Management system. leading the users to demand for a higher level of service. This may lead to accusations that IT is not providing value for the money spent. The objectives for the Cost Management system are to: Provide assistance in developing a sound investment strategy that evaluates the available technological options in the light of business strategy and objectives. requiring more capacity. Ensure sound “stewardship” of all assets employed in the organization.

Both CP and BCM are concerned with managing risks to ensure that at all times an organization can continue to operate toward a predetermined. extortion. depending on the nature of the IT department. but with its business objectives set by the organization. Contingency Planning (CP) is considered a part of the overall Business Continuity Management (BCM) that is the responsibility of senior management in any organization. For example: Damage or denial of access to premises. perhaps as a result of fire. customers. but on how effectively and efficiently it provides services to its users. A Utility Cost Center that provides services to other cost centers. suppliers. distributors.The way Cost Management meets these objectives varies slightly. sabotage. impacting staff welfare. particularly when key business functions have been outsourced Human error. the consequences can be severe and can include substantial financial loss. It provides clearly identified products that are sold to a market. and loss of credibility or goodwill for the organization concerned. and disasters. Service Management according to the ITIL 381 . Following ITIL. shareholders. or commercial espionage Infiltration of IT systems by viruses and other forms of malicious software Industrial action or other unavailability of key staff Appendix B. When a disruption affects critical business processes. The risks that are addressed by BCM and CP are those that could result in a sudden and serious disruption to the business. Contingency Planning undertakes this by reducing the impact of major incidents. or other disasters Loss of critical underpinning services such as telecommunications and power Failure or non-performance of critical suppliers. taxpayers. The consequential damage can extend much wider. or environmental breakdown Fraud. the two may be defined as: Profit center A Computer Services Business Center that operates as a separate business entity. and the general public. embarrassment. Performance is not measured in terms of projected or anticipated return. technical. flood. emergencies. whether it is a profit center or a cost center. Cost center Contingency Planning It is essential that IT Services are quickly recovered and delivered to the agreed quality. Each of the services provided carries a price tag. minimum level. even if disaster strikes the IT infrastructure. or other third parties.

while other users are very discontent with the same quality of service. and by providing feed-back to indicate what levels of service have been achieved. the picture also shows that even if the quality of service delivered remains the same and no improvements are made. In addition. the quality of service is an arbitrary issue. causing the judgement of the quality of service to become a subjective matter based on personal. the IT department providing the service feels that the quality delivered is satisfactory. 382 Introducing IBM Tivoli Service Level Advisor . of an IT department as opposed to the way its performance is perceived by its customers. The picture also shows that sustained improvements in the quality of service delivered increases the quality perceived by the users even more so than the improvements made. Some users of a service may feel that they receive the best service. just like any other business unit. Measuring service quality Obviously. This continues until the users feel that they are receiving a higher quality of service than what is actually being delivered. Service Level Management Conducting Service Level Management does not in itself guarantee high quality in the service delivery. Before going into Service Level Management. users perceive the quality as declining. quality is an issue closely related to expectations. both by providing information needed to define and plan the service and the deliverable levels of service. and. develop and maintain a set of plans to be used in case of an emergency. It is clear from the previous sections that a number of disciplines have to be in place and working satisfactory in order to support Service Level Management. to plan for the recovery of business processes if the business is disrupted. and often short term. Figure B-4 depicts the relationship between the actual performance. the IT department is heavily involved in this process. and to transfer the risk to a third party. Since the LOBs rely on IT Services to perform their business. All business units (BU) or lines of business (LOB) within an enterprise should develop and maintain plans for continuing business in case of a disaster. The IT department should.Contingency Planning and Business Continuity Management possess objectives to reduce or avoid identified risks. In most companies. in terms of quality. criteria. This is why customers can be satisfied one week and demand the resignation of the entire IT department the next. we will briefly go over service quality and customer satisfaction. at the same time.

In order words. but the levels specified by the customers during the SLA negotiations.100 80 Level of Quality 60 40 20 0 Time User perception of IT Performance IT Performance Figure B-4 Service Delivery quality perception Providing quality service is not enough. Constant high customer satisfaction means that the service is good. quality must be defined. One way to keep the customers happy is to keep them satisfied. quality is the achievement of the specified levels of service. In the ITIL context quality is a long-term strategic issue that defines exactly what standards will be used to measure IT’s contribution to the business. The IT department simply has to provide the quality of service demanded by the customers. Service Management according to the ITIL 383 . since they perceive the service as degrading. Appendix B. In order to fulfill this goal. Service levels and customer satisfaction Consistent delivery of the quality service defined may lead to unhappy customers. Following this definition of quality. as the service must consistently be of the same high quality both in actual delivery and in the eyes of the users. but it does not reveal anything about the quality of service. a quality service is defined as meeting the specified levels of service—neither high levels nor low levels.

Total The level of service is of such a standard that it would be impossible to improve it further. often for the same price or less than is normally the case. All services of this type can be easily recognized because they are all based on the same generic type.Figure B-5 Levels of service and customer satisfaction Figure B-5 shows how customer satisfaction of a delivered service may be grouped: Generic The most basic service. Generous This level of service offers more than the customer expects. 384 Introducing IBM Tivoli Service Level Advisor . Expected This is the level of service that the customer has come to expect from a specific supplier or chain.

SLM tries to determine the customer’s requirements and meet these within the budgetary constraints of the business.3. “Important ITSLA concepts and terminology” on page 26. it is not practical to negotiate service delivery on a person-by-person basis. and working with intangibles like expectations makes it a very difficult task. Usually.Determining the right level to deliver is part of Service Level Management. the customer both uses and pays for the service. because the sponsor receives the expected level of service. In this case. and how their individual performance may affect the overall business. The customer In ITIL terms. In the internal role. and taking action when targets are not met. In business organizations. the sponsor satisfaction is as expected. are called consumers. Customer The recipient of an IT Service. Service Level Management. Appendix B. This adjustment often leads to degradations in both service quality and service price without readjustment of the expectations of the users. during the negotiations between the sponsor and the provider. however. According to this definition. This means that every member of the IT team is aware of what they need to do to perform well. The role of Service Level Management From the previous sections it is clear that Service Level Management (SLM) is concerned with managing the customer’s expectations of the IT department. the service quality gets adjusted to meet the needs for both parties. In this external role. When the provider delivers the agreed level of service. who are not financially responsible. Services are typically delivered to departments or LOBs and are paid for by the organization. Service Level Management works to make every person involved with service provision aware of what is expected of them and to ensure business success. the one responsible for the cost is the sponsor. also has an internal role of working together with all IT disciplines and departments to ensure that these levels of service can be delivered. monitoring performance. however. Also notice the definition of a customer in the context of IBM Tivoli Service Level Advisor in 2. Service Management according to the ITIL 385 . the customer is defined as follows. sometimes with the one paying not necessarily having use for the service. because they get a poorer level of service that expected. This involves setting measurable performance targets. who carries the responsibility for the cost of IT either directly through a charge-out system or indirectly in terms of demonstrated business need. while the users. the users are disappointed.

Examples of such definitions are as follows: IT Services are catalogued. This is achieved through preparation. Service Level Management works to build recognition by all parties supplying and receiving services. In this way. The quantification of objectives applies to all three parts of the scope of the Service Level Management process and involves the management of IT Services between the customer organization and the IT Services organization. the deliverable should be specified in quantifiable terms. SLM packages these into an easy-to-understand service. The objectives of Service Level Management Service Level Management is the process of negotiating. because it emphasizes the quantification of services. Service Level Management is responsible for understanding and documenting the customer requirements and translating them into a set of understandable measures. which document all the relevant details of the service. 386 Introducing IBM Tivoli Service Level Advisor . IT Services are quantified in terms that both the customer and the IT provider understand. Therefore. SLM expresses that service in terms the customer can understand. agreement. Internal and external targets of IT Services are defined and agreed upon. defining.Consequently. Achievement of agreed-upon service targets is reached. when defining the objectives for the Service Level Management processes. and maintenance of formal Service Level Agreements (SLAs). Service Level Management bridges customers and suppliers in the following ways: SLM identifies and integrates the elements that make up service provisions. Unless there is an agreed-upon method of how services are to be measured. The Service Management goal is important. there is no way of knowing whether targets have been met or not. and the IT Services organization and its internal departments. the IT Services organization and its external suppliers. A key to the success of Service Level Management is correctly quantifying the services being provided. and managing the levels of IT Service that are required and cost-justified.

or rather during the specification and negotiation processes. The external standards specify the functions and capacities that will be delivered and the way in which they will be measured. by using customer terminology. The internal standards are produced by Service Level Management and will have to be revised and renegotiated when the external standards change. Service Level Management gets detailed knowledge of the customer environment and requirements.The process of identifying and quantifying services consists of four steps: 1. Specifying external standards Having the basic understanding of the customer’s requirements and demands. This consent is obtained by Service Level Management using the internal standards. 3. Producing contracts and agreement Finally. 2. estimating the capacity needs. Appendix B. the external and internal standards are used to create the final documents: Contracts and agreements. These specifications are negotiated among Service Level Management and the other disciplines of Service Management. Service Level Management will have to negotiate them with the customer. however. Each of the other disciplines commit to provide the specified levels of service. 4. when both the internal and the external negotiations are finalized. Before completing the external standards. Service Management according to the ITIL 387 . and optionally charged. The internal standards specify. All of these will naturally have to be accepted by the customer. they need to be translated into a set of standards to be used internally by the IT department. as well as the ways the delivery will be measured. the functional and capacity-related requirements that the IT department has to fulfil in order to support the delivery. Understanding and documenting customer requirements The basis for any service is to understand the customer’s demands and requirements. These standards specify the planned deliverable. in IT terms. and the measurements used to quantify these to the customer. Service Level Management can define the external standards. Through this process. and defining the measurements needed to support the service delivery. This understanding is a prerequisite for defining the service. both in terms of functionality and capacity. Service Level Management produces a set of contracts and agreements designed for the customer. Translating to internal standards Once the external standards have been defined. the external standards cannot be finalized without consent from all the teams in the IT department that are going to deliver on the promise.

what the customer wants (externally) and what consequences this has for the service provider (internally). Responsibilities for delivery and the assurance of the quality of service are also defined. thereby achieving customer satisfaction There are two documents that support the service specification process. the next logical step is to specify the detailed requirements to meet those expectations. this set includes the following documents: – – – – Service Quality Plan Internal specifications Operational Level Agreement Underpinning contracts Specifying service levels When the customer’s expectations have been identified through the Service Level Requirements. controlling. 388 Introducing IBM Tivoli Service Level Advisor . The use of such specification sheets is very helpful to the Service Level Agreement design process. Internal specification sheet The internal specification sheet contains all the information relating to the building. The purpose of a specsheet is to specify. but are subject to document control. this set includes the following documents: – – – – Service level requirements External specifications Service Level Agreement Service Catalogue For external standards. which are quantified as measurable targets. Specsheets do not require signatures. in detail.For internal standards. as follows: External specification sheet The external specification sheet contains information concerning customer demands. and monitoring of the components that make up the service. The goals for this specification are as follows: An unambiguous and detailed description of an IT Service and its components A specification of how the service is to be delivered to meet the agreed-upon targets A specification of the quality control measures to consistently be able to meet the specified demands.

This will also help the IT organization manage the expectations of a business more effectively. Appendix B.The Service Level Agreement and the Service Catalogue are built from specsheets. the Service Catalogue presents a profile of the IT organization as a service provider and shows customers exactly what the IT organization can do. It is now possible to draft the formal Service Level Management documents. Figure B-6 on page 389 shows the service level specifications using internal and external specsheets. Service Management according to the ITIL 389 . the business demands should be successfully transformed into IT deliverables. When a Service Level Requirements document is changed. the specsheets will have to be updated. The specsheets can then be used to keep internal quality targets in line with the external demands. Service Level Requirements External Specsheets Internal Specsheets Corporate Level Agreements Customer Level Service Level Figure B-6 Service level specifications After completion of the specsheets. As a marketing tool. This will in turn lead to a rebuilding of the Service Level Agreement. They are: Service Catalogue This document provides an overview of the services available to the customers of the IT organization.

introduce Operational Level Agreements to safeguard the supporting services. specifying the IT Services. Even if an IT organization has not embraced the ideas of Service Level Management. and business aspects of the organization. Where the organization consists of a number of fairly independent business units. Certain components of these disciplines are simply a prerequisite for managing client-server systems and the vast amount of desktop computers found in any business today. it will certainly have parts of the disciplines in place in the Service Support group. The objective of a Service Quality Plan document is to balance the customer requirements with the IT organization. Operational Level Agreement This document is used only by the IT department and servers as an internal SLA. 390 Introducing IBM Tivoli Service Level Advisor . terms. This can only be accomplished with a full understanding of the total IT Service Delivery situation in terms of the capabilities of the IT Service. responsibilities. both to accommodate changing Service Level Requirements and as a routine issue. Even more difficult is the ongoing monitoring and reviewing of the services delivered to the customer. these should be seen as independent customers.Service Level Agreement The format of each Service Level Agreement will depend on a number of factors including the physical. Service Support disciplines The main purpose of the disciplines grouped in the Service Support group is to provide the means to implement and monitor the plans defined by the Service Delivery disciplines. Underpinning services supplied in-house are also vital to the service. Underpinning contracts have to be easily accessible for all participants in the Service Level Management process. and conditions. cultural. The Service Quality Plan achieves this by specifying the process parameters. and the demands for internal and external suppliers. the agreed service levels. the required management information. Service Quality Plan Once the Service Level Agreement has been negotiated and signed. as it is just as important to review these and. Underpinning Contracts All underpinning contracts should be reviewed regularly. the difficult task of delivering on the promise begins. if they are not already in place. and the key performance indicators.

the IT organization as a whole should be able to answer the following question: Who does what to which component—where. it is necessary to know where the roles and responsibilities of different activities involved with Service Support are placed within the support organization. but if something goes wrong. and the same persons within the IT organization may have roles and responsibilities for more than one discipline. status. change and Problem Management processes. and are in-line with the priorities of the business. and especially the interfaces between each of the disciplines. Responsible for the what and the how. documented and followed. During all the phases of the life cycle. Should be in a position to answer why. because of the dramatic impact IT Services outages may have on the business. it passes through the following phases: Planning Deployment Usage – Monitoring – Correction – Verification Disintegration Each of these phases can be regarded as a change to the existing environment. though it still applies to all of the phases. which may be too rigid to make the daily work flow smoothly. users. operational attributes. strict compliance with the rules may not always be required. implement work-flow tools to ensure compliance with the defined processes. Having more capacity makes it very easy to skip the defined procedures and. you may be much better off if the rules and regulations have been closely followed. Like in many other aspects of business. it is very important that the processes are well defined. how. These factors should be taken into account when designing the procedures governing the incident. and authorized by whom? Providing the answer requires contributions from all the disciplines in the Service Support group. when. Appendix B. However. Service Management according to the ITIL 391 . Configuration Management Help Desk Problem Management Answers the where and which . there is a need for information regarding the environment. and so on. During the life cycle of an IT Service. Likewise. The term change may be most applicable to the activities that go on inside the usage phase. In each of them. components.Dependent on many factors. why. the disciplines may or may not be fully implemented. size being one of the major ones.

as well as defining the information to hold about each of the CIs and the relationships between configuration items. It is the responsibility of Configuration Management to provide and maintain this information. 392 Introducing IBM Tivoli Service Level Advisor . problem. The four main activities of Configuration Management are: Identification Control Status accounting Verification Identification This involves identifying all the configuration items (CIs) in the IT infrastructure. but Configuration Management includes all of the components within the IT infrastructure that are related to delivery of a service. Configuration Management For both day-to-day incident. so Help Desk would be able to find the answer to why. However. baselines should be defined and variants identified. for example. Particularly. Additionally. information about all the components that are related to delivery of a service is vital. who is often placed here. Configuration Management. and change handling and deployment of new services. development aspects are included. If. a request to increase the size of a file system has been issued from Capacity Management. Configuration Management should be applied throughout the organization and should not be restricted to IT related items. even though the change did not address a specific incident received by the Help Desk. the change request is passed directly to Change Management without the knowledge of Help Desk. is not restricted to the Configuration Management aspects of development. each change request should be registered with and governed by Configuration Management.Change Management Software Control and Distribution Takes care of the when and whom. The responsibility of this task can be summarized as: To define policies regarding the type and level of information that is maintained in the organization. as it is perhaps one of the most difficult tasks related to Service Management. Dependent upon the nature of the change. If it applies to the specific environment. as a discipline of Service Support. Change requests may originate from sources other than Problem Management and Help Desk.

Many of the other Service Management disciplines support this effort. and must be recorded as soon as they happen. Only changes. Some useful reports could be: Number of incidents from a particular CI in a particular period Change history for a CI in particular period Total amount spent with a particular supplier over a particular period Appendix B. The Configuration Repository holds active. as well as historical. Status accounting Since the Configuration Repository is used by all System Management disciplines. Service Management according to the ITIL 393 . Growth must be catered for. The indoctrination must be prominent and clearly visible. or implementation of the CIs. authorized through predefined Change Management procedures. can be allowed. These attributes must support the state of acquisition. Identities must be as meaningful as possible. gathering. Versioning must be supported. not only for identifying. which may be even worse. Control This activity handles maintenance. it is vital that the information is correct and timely. development. and access to the Configuration Repository. Another way of expressing the responsibilities of this activity is to record and report all current and historical data for all CIs.Performing this task requires a huge effort. but maintaining the information. updates. testing. configuration data. and storing the information initially. but this requires that adequate control procedures are in place: Specification of CIs are agreed-upon and frozen. and therefore attributes need to be defined and maintained to be able to track the configuration of CIs over time. The basic principles for identifying the CIs are: CIs must be uniquely identified.

The Help Desk serves as a two-way conveyer of information between the service users and the staff supporting the service. but is not required to. Configuration Management activities are integrated into other relevant operational procedures. and apply the solution. The Configuration Repository is updated automatically whenever possible. and to escalate the problem if necessary. The Help Desk may. Automatic audits are built into the system. or need information regarding the use of the services. This central incident control is required partly to ensure that the problem is taken care of. Providing quality service requires processes and procedures to detect and rectify problems as quickly as possible. they should contact the Help Desk. The accuracy of the Configuration Repository may be easier if: The Configuration Repository is active rather than passive. related to incident reception in the Help Desk). The consistency of the Configuration Repository should be reviewed regularly. or some of the operational procedures (for example. the Help Desk is also responsible for notifying the users of service disruptions. we will focus on the one-way information flow from user to staff. planned outages. Detection is either done by programs that monitor specific resources of the hardware and software components of the IT infrastructure. the Help Desk is responsible for providing a solution to the problem.Verification Finally. test. When the problem is reported. even if more incidents may have been opened against the problem. and availability of new functions. or by the users of the service. the contents of the Configuration Repository will have to be audited. but it is the responsibility of the Help Desk to keep track of the incident to ensure that the problem is solved within the time agreed-upon in the SLA. For the remainder of this discussion. and partly to ensure that the same problem is handled only once. it is recorded centrally with the Help Desk as an incident. 394 Introducing IBM Tivoli Service Level Advisor . verifying that the Repository reflects the actual configuration of the IT infrastructure. Whenever the users experience problems. Help Desk The primary purpose of the Help Desk is to provide a main point of contact for the users of the services. identify. When a problem is reported. On the other hand. This can be accomplished by the Configuration Management staff themselves. have questions.

and by accepting the problem and recording it as a known error. or other incidents are active for that particular CI. and it is the responsibility of the Help Desk to keep the user informed through all the stages in the life cycle of the incident. record the solution to the known error. on the impact to the service. or another CI within the infrastructure on which the failing CI relies. It should also be checked if the particular problem was reported earlier. changes. When a problem is reported. and vice versa. Now Problem Management assumes responsibility by providing a solution to the problem. The priority depends primarily on the impact it will have on the business. Once authorized. The meaning of the three terms are: Impact Severity Priority Impact of the incident to the achievement of business objectives Impact of an incident to service provision Order of handling incidents Using the above definitions. and secondly. who submitted the problem report. and if any outstanding problems. A type is assigned to the incident as well as an impact code.If Help Desk cannot identify a solution to the problem on their own. Service Management according to the ITIL 395 . the incident is escalated to a problem. This must not be confused with priority or severity. and the ID of the CI suffering the problem. Help Desk must confirm that the problem has been resolved. This data must include an ID of the person. Appendix B. it is clear that an incident can have a very high impact on the achievement of business objectives and yet have an insignificant impact on the provision of the service. Software Control and Distribution may take over to perform the actual implementation of the change. it may require changes to the CI for which the incident was opened. each of the Service Support disciplines is responsible for recording status information in the Configuration Repository. The Help Desk is now required to open a request for change. During this process. With this information the Help Desk can query the Configuration Repository to investigate whether the CI exists in the repository. If there are no indicators showing that the problem is being addressed. The priority of the incident will be determined from both a business and a service perspective. Upon completion. But since the business relies on the service. the incident must be categorized. in order for Change Management to access the impact and authorize the change. or proxy. When a solution is available. which is stored in the Configuration Repository. incidents with a high service impact quickly impacts the business as well. and close the incident. the Help Desk captures the data needed to open a new incident.

tested. This process is made up of five phases: 1. Problem Management The activities performed by Problem Management are very similar to those of the Help Desk. a cycle known as the problem control process. If this is the case. The Help Desk is now responsible for keeping the user informed about the progress. the responsibility of keeping track of the problem still lies with the Help Desk. and recorded. as well as escalating the problem if the times for problem resolution set in the Service Level Agreement cannot be met. all part of the error control process. when to expect the problem to be fixed. and a solution has to then be provided by the Problem Management discipline. or any actions the user can take to circumvent the problem. Initial investigation of the nature of the problem 396 Introducing IBM Tivoli Service Level Advisor . initial investigation may be carried out. Problems are received. verified. Then solutions are developed or identified.severity medium Service impact high low medium impact Business impact Figure B-7 Incident priority Having categorized the incident. diagnosed. the Help Desk can inform the user of the status of the problem. accepted. and assessed for severity. If no solution can be found. This involves searching the Configuration Repository for similar or related problems in order to identify the cause of the incident as a known error. The Problem Control process is concerned with identifying the real causes of incidents to prevent future reoccurrences. the incident becomes a problem. When the Help Desk has passed the problem on to Problem Management.

This is depicted on the left side of Figure B-8 on page 398. Error Control takes over. Appendix B. To begin with. as well as the sponsor. thus leading to even more severe incidents of higher impact. The verification of solutions is extremely important. problems that could harm the overall service delivery. it may prove more productive to the business as a whole to live with the problem. To make a decision like this requires detailed impact analysis and acceptance from the Service Level Manager. impact. the solution implementation may lead to other. When the cause of the problem has been identified and a decision to provide a solution has been approved. Error Control and Change Management go hand-in-hand. The primary objective of this function is to eliminate all known errors by providing solutions to the problems and ensuring that they are implemented on all CIs where the problem has occurred or may occur. and may lead to renegotiation of the SLA. Depending on the nature. possibly worse. This requires an even quicker resolution. and implementations are rushed through without proper testing. it should be verified that the proposed solution actually targets the source of the problem rather than removing the symptoms. there are two types of known errors: Accepted problems that have not yet been rectified Accepted problems for which a resolution or circumvention is available Allocating the support effort to find a solution to a problem is very important. 5. hence the solution is not tested properly and new incidents are the result. 4. Much too often. changes. rather than using all available support staff and all the budget for external support to diagnose and rectify a problem. 3. Accepting the problem Assigning severity (impact on service delivery) Allocating support effort Performing further investigation and diagnosis Once the problem has been accepted it is recorded in the Configuration Repository as a known error. If this is the case. it is absolutely vital to ensure that implementation of the solution does not result in any undesired side effects. Secondly. Service Management according to the ITIL 397 . All of the disciplines in Service Support should work together to avoid the vicious cycle of change.2. To meet this objective. since Change Control is responsible for approving any changes made to any CI. and severity of the problem. Basically. solutions.

Error Control has had enough time to assess the impact of the solution. supporting.incident incident problem problem implementation change change implementation Figure B-8 Cycles of change On the right side of Figure B-8. plans. and the technical support staff can start working on the next problem. this discipline is the most important in order to assure the delivery of quality service. The responsibility of Change Management is to manage changes to the following: Hardware Software Communication equipment and software Production application software All documentation. and the implementation contained all of the foreseen implications. Change Management has had adequate time to assess the impact of the change. and maintaining the production systems Environmental equipment People 398 Introducing IBM Tivoli Service Level Advisor . The source of the problem was eliminated. and procedures relevant to running. Change Management Next to Configuration Management.

3. The Board is responsible for assessing proposed changes for impact and estimating the resource requirements needed to design. 4. but the Change Manager should always be a board member. Service Management according to the ITIL 399 . 8. Space Management. Appendix B. a dedicated Change Manager is appointed. access. 6. To assist the Change Manager. The purpose of this committee is to be able to authorize urgent changes on very short notice. it is meant that changes to equipment and applications used for development and testing purposes are not normally the responsibility of Change Management. as well as representatives of the business. including Help Desk. The CAB will also advise the Change Manager in change acceptance matters and assist with scheduling changes. The selection of members of the Executive Committee is a matter of preference and the nature of the change. 2. it would be very impractical to have to convene a full meeting in order to handle urgent changes. build. as it may be dangerous to do so without consideration of other key personnel. The LOB representative from Finance does not necessarily have to attend the meeting when changes to the production control software are discussed. and manage the changes. Networking. There will also be appointed a super-committee. 7. In the typical IT organization. It is the responsibility of the Change Manager to receive. The CAB Executive Committee is made up of the Change Manager and three key staff members from the Change Advisory Board and acts as the safety net for the Change Manager. and review a change. a number of players must be involved. Because of the size of the Change Advisory Board. and presence of the Networking representative is not always required when changes to the central disk configuration are handled. test.By using the term production. 5. designated as the Change Advisory Board/ Executive Committee. approve. The Change Manager may or may not be authorized to accept some urgent changes. The processes that are used to manage changes involve: 1. This Board consists of members from all the support groups within the organization. implement.logging and filtering Initial change prioritization Change assessment and scheduling Change building Change testing Change implementation Change review To support the processes. and Platform Support. a Change Advisory Board (CAB) is appointed. The Change Advisory Board may be divided into sub-committees that handle changes in specific areas. Change initiation Change reception .

including software CIs. Software Control and Distribution (SC&D) is responsible for the physical aspects. Ideally. The DSL is usually contained in one single location. the DSL is one single library. along with backup storage. but it may be practical to use more than one physical location and format. 400 Introducing IBM Tivoli Service Level Advisor . This library contains the definitive. as part of the contingency plan. set apart from other parts of the environment. quality controlled versions of all the software CIs defined in the Configuration Repository. The main types of software that are to be controlled are: Application programs developed in-house Third-party application software and utilities System software provided by suppliers All of this software will have to be stored in a common. secure software library called the Definitive Software Library (DSL).LOB representative IT Manager Security LOB representative Operations Networking Systems Support Help Desk Development LOB representative Subsystems Solutions Change Advisory Board Change Manager Change Advisory Board Executive Committee Figure B-9 The Change Advisory Board Software Control and Distribution As Configuration Management is responsible for managing the logical aspects of CIs.

The main tasks performed by SC&D are: Physically storing, protecting, distributing, and implementing all software Controlling access to authorized versions, along with the supporting of Change Control in the release of software for distribution for further work Ensuring that only correctly released and authorized versions of software are in use Distributing software to remote locations Implementing the software Managing the organizations rights and obligations regarding software The SC&D processes include elements that are concerned solely with development, and other elements that are focused on the production environment. Both are managed to ensure that the required standards are met when the service is delivered, and to control the way the software is being used in the production environment. This is why the SC&D is regarded as a Service Management discipline. The details of the SC&D process are shown in Figure B-10 on page 401.

Quality Assurance Performance Testing

Test

System Testing

DSL

Build

Function Testing Rework

Distribution

Implementation

Figure B-10 The SC&D process

Appendix B. Service Management according to the ITIL

401

The left side of Figure B-10 on page 401 shows the tasks related to verifying and ensuring the functionality and quality of the new software CIs, either developed in-house or third-party. This is the Control part of the SC&D. Once the required specifications are met, the software is registered in the Configuration Repository and stored in the DSL. The right side of Figure B-10 on page 401 shows the functions related to distribution. The software is coped from the DSL and the build, a process that may include a simple copying or a complete compilation and linkage. The main issue is to test and verify that the output from the build process can be distributed and implemented successfully. This has to be tested before any actual distributions and implementations can be initiated.

402

Introducing IBM Tivoli Service Level Advisor

C

Appendix C.

IBM Tivoli Service Level Advisor Databases
This appendix contains a reference to the databases created during the installation of IBM Tivoli Service Level Advisor Version 1.1, as follows: ITSLA Database ITSLA Measurement Data Mart

© Copyright IBM Corp. 2002

403

The ITSLA Database
As explained in Chapter 4, “Getting IBM Tivoli Service Level Advisor up and running” on page 79, the ITSLA Database is created using the dyk_cat_dbinst script. This script defines and creates a database called DYK_CAT for both the default instance (DB2ADMIN) and measurement (MM) schemas. Table C-1 provides a description of the DYK_CAT database tables for the DB2ADMIN schema.
Table C-1 DYK_CAT database tables for the DB2ADMIN schema
Table name Description

ACCOUNT AGREEMENT_VIOL CONSUMER CONSUMER_REALM CUST_ORDER ELMT_PROP ID_GENERATOR METRIC METRIC_DEF MONITORING_RESULT OFFERING_ORDER OFFRG_ELMT OFFRG_ELMT_LCLE OFFRG_PROP ORDER_PROP ORDER_ELMT OUTAGE PROP_DEF REALM SCHEDULE

Account information table Agreement violation table Consumer information table Consumer-to-realm association table Customer order table Base service element property table Database ID generation table Metric property table Metric property definition table Monitoring results data table Service offering to customer order association table Service offering element instance table Service offering element instance local table Service offering property table Customer order property table Customer order element instance table Outage information table Property definition table Realm table Business schedule table

404

Introducing IBM Tivoli Service Level Advisor

Table name

Description

SCHEDULE_LCLE SCHEDULE_MILESTONE SCHEDULE_PERIOD SD_TXN SO_LISTENER SPEC_DEF SVC_ELMT SVC_ELMT_MANAGER SVC_OFFRG SVC_OFFRG_LCLE SVC_SCOPE TREND USER_INFO

Business schedule local table Business schedule milestone table Business schedule period table Transaction management table Service offering update listener table Specification property definition table Base service element table Service element manager table Service offering table Service offering local table Service scope table Trend data table Report user information table

Table C-2 provides a description of the DYK_CAT database tables for the MM schema.
Table C-2 DYK_CAT database tables for the MM schema
Table name Description

ATTRDOM ATTRRUL ATTRTYP COMP COMPATTR COMPPATH COMPRELN COMPTYP EXTRACT_FILTER HISTORY

Attribute domain table Attribute rule table Attribute type table Component table Component attribute table Component path table Component relationship table Component type table Extract control filter table Registration history table

Appendix C. IBM Tivoli Service Level Advisor Databases

405

Table name

Description

MGRP MGRPMBR MGRPTYP MSMTRUL MSMTTYP MSRC MUNIT MUNITCAT RELNRUL RELNTYP SCHEMA_VER TRANSLATED_TERM

Measurement group table Measurement group member table Measurement group type table Measurement rule table Measurement type table Measurement source table Measurement unit table Measurement unit category table Component type relationship rules table Relationship types table Schema version table Translated terms table (for NLS)

Table C-3 provides a description of the DYK_CAT database views for the DB2ADMIN schema.
Table C-3 DYK_CAT database views for the DB2ADMIN schema
Table name Description

BASE_ELMT_PROPS ELMT_MPROP_OFFRGID_VIEW ELMT_MPROP_VIEW ELMT_PROP_VIEW METRIC_DEF_VIEW MSCHED_VIEW OFFRG_DEF_VIEW

Base service element with specification properties view Base service element with metric property definitions and offering element IDs view Offering service elements with metric properties view Base service element with specification properties and definitions view Base service element with metric property definitions view Metric property with schedule view Service offering element with specification properties and definitions view

406

Introducing IBM Tivoli Service Level Advisor

Table name

Description

OFFRG_ELMT_PROPS OFFRG_PROP_SHOWSUBSCRIBER OFFRG_PROP_VIEW OFFRG_DEF_VIEW ORDER_ELMT_PROPS ORDER_PROP_VIEW PROP_DEF_VIEW SCOPE_PROP_SPEC_VIEW SCOPE_PROP_VIEW SCOPE_SE_VIEW

Service offering element with specification properties view Service offering elements with "show to subscriber" properties view Service offering specification properties view Customer order element with specification properties and definitions view Customer order element with specification properties view Customer order specification properties view Base service element with service scope and specification property definition view Service scope with specification property definition view Service scope with property definition view Service scope with service element view

The ITSLA Measurement Data Mart database
As explained in Chapter 4, “Getting IBM Tivoli Service Level Advisor up and running” on page 79, the ITSLA Measurement Data Mart database is created using the dyk_dm_dbinst script. This script defines and creates a database called DYK_DM for the DYK schema. The following table provides a description of the DYK_DM database tables for the DYK schema.
Table C-4 DYK_DM database tables for the DYK schema
Table name Description

COMPPATH DATA_EXP EVALUATOR_TABLE EXP_LOG

Component path table Data expiration configuration table Evaluator type mapping table Data expiration log table

Appendix C. IBM Tivoli Service Level Advisor Databases

407

Table name

Description

EXTRACT_LOG MSMT_MMA MSMT_TOT SCHEMA_VER STAGE_MSMT

Extract control log table Measurement table for min/max/average measurements Measurement table for totals measurements Schema version table Measurement data staging table

408

Introducing IBM Tivoli Service Level Advisor

D

Appendix D.

Command reference
Up to this point, you have been presented with the information necessary to create and manage your own IBM Tivoli Service Level Advisor environment. The purpose of this appendix is to provide you with commands that may assist you in administering ITSLA. This is by no means a comprehensive list of all supported commands for ITSLA, but rather serves as a complement to the Command Reference for IBM Tivoli Service Level Advisor Version 1.1, SC32-0833, where you can find the entire list of all supported commands. This appendix will cover the following topics: Introduction to the ITSLA CLI Useful commands for ITSLA

© Copyright IBM Corp. 2002

409

the parameters that make up a CLI command. For more information regarding the CLI Service. contact Tivoli Customer Support. and what steps must be performed before CLI usage. along with a description of each: Administrative Used primarily for configuring the product and for normal day-to-day operation. it is not the intention of this appendix to cover all areas of the CLI Service. They can also be used for determining the nature of the problem being experienced. as the system state is vulnerable to alteration upon command execution. CLI command types The two types of CLI commands are listed below. along with a description of each parameter. you will be presented with a general overview of the ITSLA CLI and the basic steps needed to begin working with the ITSLA CLI. Used for gaining additional information in the event that errors are received. CLI command parameters There are a number of parameters that must be specified when executing a CLI command. or are reluctant to use the error-related commands as described above. Caution must be used when executing these commands. but to be used rather as a source to help you get started using the basic features of this service. As mentioned previously. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1. This section will provide information regarding the different types of CLI commands. The majority of these commands are issued from the ITSLA Server in order to help monitor the environment. General usage overview Before using the ITSLA CLI.1. SC32-0833. The CLI command format is shown below. Error-related If you experience a problem that cannot be resolved by a CLI command.Introduction to the ITSLA CLI Before getting into the actual commands that will assist you in administering your ITSLA environment. there are some basic areas that must be covered to help you understand how the CLI commands are grouped and what must be alone in order for them to function properly. scmd [-p password] [bundle] method [options] 410 Introducing IBM Tivoli Service Level Advisor .

Use this parameter if there are additional options you would like to pass with the command. bundle method options Sourcing the ITSLA environment Before executing a CLI command. and configure the notification methods selected during installation. . More information on setting a CLI password can be found in the following section. For example.sh This command sets the CLI communication port to 9990 and sources the appropriate Java and ITSLA directories needed for proper command execution. Command reference 411 . you can use the list or help options if you would like more information on the command specified.-p password If the password feature has been enabled. There are a total of 10 bundle names from which you may select when specifying this parameter./slmenv. you may configure the desired method with this bundle. disable. Depending on your operating system. you must source the ITSLA environment by running the slmenv command from your ITSLA installation directory. Used to enable. Appendix D. you must specify the -p flag along with the appropriate password. Default bundles ITSLA comes with 10 default bundle names that can be used when executing the CLI command. All bundles are listed in “Basic CLI commands” on page 413. escalate Escalation bundles. If you did not specify a notification method during the time of installation. Each bundle is listed below along with a description. you may execute this command by performing the following step from the ITSLA installation directory: For Windows: slmenv For UNIX: . You may also use no bundle name at all if you would like to receive general CLI Service information. The particular action you would like to take associated with the bundle name specified is substituted for this parameter.

Use this bundle to receive information regarding your customer orders. You may also request the ITSLA Server status with this bundle. Using this bundle you are able to display or configure the port being used by the ITSLA Server. “Target ETLs management” on page 142.2. such as in-depth offering and order information. “Service level Reports with ITSLA” on page 217. “Trace and message log files” on page 196. This bundle reports various types of information regarding the TEDW data collection interface. this bundle can be used to help diagnose the problem. For a description of what each bundle method represents. As described in Chapter 6. or list relevant information concerning the ETLs that are being used. More information on these commands can be found in 5.etl Extract. this bundle is used to configure the users who access the ITSLA Reports Server. ITSLA Database bundle. If you are experiencing problems with the processing of customer orders. disable. Transform. log om mem rcc sdc sla slm wdccli To list the available commands for each bundle. Metric Evaluator Manager bundle. Remote Communication bundle. Warehouse Data Collection bundle. Logging and Tracing bundle. include the desired bundle in the scmd bundle_name list command. Web Report User bundle. Specifying this bundle name will list information regarding the components being used by ITSLA. Component Management bundle. as well as shut down the Server it needed. “Source ETLs management” on page 134. 412 Introducing IBM Tivoli Service Level Advisor .1. Provides the user with a wealth of information regarding the objects located in the ITSLA Database. and Load bundles. This bundle name can be used to enable. issue the scmd bundle_name help command. More information on these commands can be found in 5. Used to configure messages and trace logging features. and 5. Order Manager bundle.6.

the methods that can be used with the bundle will be listed. either by providing detailed information for the command you wish to use. Command reference 413 . If you use specify the list option with a specific bundle name. scmd help Provides you with general CLI syntax information and lists the bundle names that are available for use. to disable the CLI password feature. the available methods that can be used with that bundle will be listed. If help is used with a specific bundle name. or by restricting access to the CLI commands with a password. Appendix D.Basic CLI commands There are a few basic commands that will help you when using the ITSLA CLI. along with a description. use password for the current_password parameter and specify your desired password for the new_password parameter. specify the false flag. along with a description of each. Even if you have never used the password feature. scmd setPassword There may be instances when you do not want every user to have access to the CLI commands. the -p flag must be specified as shown in the command syntax below: scmd -p current_password setPasswordEnabled [true | false] To enable the password feature. If passwords are enabled. specify the true flag at the end of the command. The password you choose must be between six and sixteen characters in length. you must specify the -p flag along with the password whenever any CLI command is issued. scmd list Displays a list of the bundles that are available for use. You can use the following command to set a password for the CLI Service: scmd -p current_password setPassword new_password If you have never used the password feature before. Each command is listed below. scmd setPasswordEnabled This command allows you to turn the password feature on and off.

and scmd etl addApplicationData commands were covered in “Source ETLs management” on page 134. SC32-0833. the command output will appear as follows: The data is set to expire every 63 days. issue the following command to determine when data will expire: scmd etl getDataExpiration By default. After sourcing the ITSLA environment. and 5. you will be presented with commands that will assist you in performing various ITSLA administrative tasks described in the this redbook. “Target ETLs management” on page 142. Each section below includes numerous commands that will help you better understand what is contained in each order and offering. SC32-0833. ETL commands The following commands can be used to determine how long data is set to stay in the ITSLA Data Mart database and to change the date if you prefer a shorter or longer time period. issue the following command: scmd setDataExpiration number_of_days Where number_of_days represents how long you would like the data to stay in the ITSLA Data Mart database until it expires.1. For the entire list of available commands. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1. 414 Introducing IBM Tivoli Service Level Advisor . scmd etl disable. Offering and order commands The ITSLA CLI provides a number of ways for users to view in-depth information regarding their offerings and orders. These sections will not cover every available command for ITSLA. scmd etl getApps.Useful commands for ITSLA In the following sections. For a list of all the available commands and for more information regarding the content in the following sections. refer to the Command Reference for IBM Tivoli Service Level Advisor Version 1.2. If you would like to shorten or lengthen this time period. The scmd etl enable.1. just the ones that are relevant to the subject matter covered in the previous chapters.

Appendix D. customer name.Order commands There are a number of available commands to help you explore each order that has been created. along with their breach values. Each command related to its notification method is listed below. you can do so easily with the ITSLA CLI. Table D-2 Offering commands Command scmd sdc displayAllServiceOfferings Description Displays all offerings that have been created. all elements associated with the offering. Table D-1 Order commands Command scmd sdc displayAllCustomerOrders Description Displays the order ID. are displayed. Command reference 415 . Enabling a notification method If you did not enable a notification method during installation. An additional command also provided will allow you test the notification methods you have configured. and the associated service offering information Displays all metrics that have been configured for an order by the order ID scmd mem showMetricEvaluators Offering commands A list of helpful offering commands is shown in Table D-2. Table D-1 provides a couple of commands that provide detailed information about each order. along with a description of each command’s output. scmd sdc displayOfferingElementList Offering_ID Escalation commands There are a number of commands that you can use to enable or customize your notification methods. By specifying the service offering ID. For this section. state. numerous commands are presented that will allow you to enable a notification method and view the parameters for all notification methods that you have configured. along with the service elements that were included in the offering.

if you would like to send e-mail notifications to the recipient john@company. The community_name parameter is optional for this command.com. port is the port being used. issue the following command: scmd escalate enable email -to john@company. issue the following command: scmd [-p password] escalate enable SNMP -dest trap_destination -port port [-community community_name] Where trap_destination represents the fully qualified host name or IP address. Tivoli Enterprise Console (TEC) notification For the TEC notification method. and community_name represents the community name of the SNMP events. Where the SNMP receiver is running.com.mm3. For example.com -cc mary@company. through the smtpsrvr. SNMP Trap notification For the SNMP Trap notification method. issue the following command: scmd [-p password] escalate enable TEC -server server [-port port] Where server represents the fully qualified host name of the Tivoli Enterprise Console machine and port represents the port being used to receive events.company.E-mail notification For the e-mail notification method.com SMTP Server.mm3. issue the following command: scmd [-p password] escalate enable email -to email_addresses [-cc email_addresses] -smtp SMTP_Server Where email_addresses represents the email addresses that will be sent notifications (separate with a space if more than one) and SMTP_Server represents the fully qualified host name of the SMTP server.com The above command assumes the password feature has not been enabled.company. whether enabled or disabled: scmd [-p password] escalate view 416 Introducing IBM Tivoli Service Level Advisor .com -smtp smtpsrvr. you may issue the following command to view the parameters you configured for each method. Issue the following command to enable application problem events escalation: scmd escalate enable ApplicationEvent Viewing the configured notification parameters After configuring the desired notification methods. and is defaulted to public when this method is configured during installation. carbon copy the recipient mary@company.

34.Output will appear similar to that shown in Example D-1.com email SMTP server =smtpsrvr.company.56. Command reference 417 .company.com email cc recipients =mary@company.com email violation message: email trend message =The $MetricName in state $ScheduleState is predicted to be exceeded at $TrendProjectedDate for customer $CustomerName from order $CustomerOrderID.city.mm3.789 SNMP port =162 SNMP community name: tec is enabled. tec server=tecsrvr.com.doe@company. email cancelled message: SNMP is enabled. The service component that will cause the violation is $ComponentName. email recipients =john@company. Example: D-1 scmd escalate view command output email is enabled.com tec port=65535 Testing the configured notification methods You can issue the following command to test the notification methods that you have configured and enabled: scmd [-p password] escalate test Appendix D. SNMP destination =12.

418 Introducing IBM Tivoli Service Level Advisor .

“Administering IBM Tivoli Service Level Advisor” on page 133.E Appendix E. for the IBM Tivoli Monitoring for Transaction Performance source application (formerly Tivoli Application Performance Management). The following topics and Source ETLs will be discussed: Introduction to the Source ETLs IBM Tivoli Business Systems Manager IBM Tivoli Enterprise Console IBM Tivoli Monitoring for Transaction Performance (TWSM) IBM Tivoli Distributed Monitoring (DM) © Copyright IBM Corp. 2002 419 . It is the intention of this appendix to provide a general introduction to the four additional Source ETLs that are provided with IBM Tivoli Service Level Advisor. Source ETLs A great deal of information was covered in Chapter 5.

Each Source ETL. transforming the data so that its fits the target schema. what processes are executed. however. with the exception of IBM Tivoli Monitoring for Transaction Performance (TAPM). It is the intention of this appendix to give a general overview of the objective for each ETL.Introduction to the Source ETLs The Source ETLs are primarily responsible for extracting information from source databases. is described in the following sections. It is by no means to be used as an all-inclusive source. different source applications aggregate their data in different ways. refer to the Tivoli Business Systems Manager Warehouse Enablement Pack: Implementation Guide. which is included in the Source ETL installation directory. which was covered in Chapter 5. 420 Introducing IBM Tivoli Service Level Advisor . and loading the data in the TEDW Central Warehouse database. While some source applications aggregate their data in hourly formats prior to the running of the Source ETL. yet how each ETL performs these steps may be drastically different. All data that is eventually transferred to the TEDW Central Warehouse database is inserted in an hourly format. and the measurement types that are associated with the source data. For those who would like more information concerning the ETLs. data from other source applications is actually transformed by the Source ETL so that it fits the required hourly format in the TEDW Central Warehouse database. Each Source ETL that is provided with the IBM Tivoli Service Level Advisor solution follows the same steps. as well as what the TBSM Source ETL is responsible for. For more information. TBSM Source ETL objective It is the primary purpose of the TBSM Source ETL to extract the LOB-relevant data from the source database and aggregate the LOB percentages into an hourly format. “Administering IBM Tivoli Service Level Advisor” on page 133. Each related ETL step is described below: Extract The LOB changes and LOB state transition data are extracted from the TBSM source database. you can find the relevant implementation guide in the following directory for each Source ETL: TWH_Dir/apps/ETL_Source_Code/v(***)/doc IBM Tivoli Business Systems Manager The following sections include a description of the IBM Tivoli Business Systems Manager (TBSM) Source ETL process and its steps.

each of which is responsible for transferring the relevant TBSM data from the source database to the TEDW Central Warehouse database. such as name or deletion changes. Source ETLs 421 .Transform LOB state transitions data is transformed to fit the Central Data Warehouse schema.5_Subject_Area. The four separate steps are listed below: GTM_c05_s010_LoadLOBStage GTM_c05_s020_LoadLOBCDW GTM_c05_s030_Stage_LobPrcState GTM_c05_s040_Msmt This process should be scheduled daily so that the latest TBSM data is available for the SLA evaluation. Each is listed below: LOB LOB LOB LOB state unknown state green state yellow state red Data received for the above measurement types is recorded as a percentage. with the average for each LOB state equalling 100 percent. The results from the transform step are loaded in the Central Data Warehouse. Load TBSM Source ETL process description Located in the DB2 Data Warehouse Center. TBSM Source ETL measurement types There are a total of four TBSM measurement types that may be used when creating a service offering. Appendix E. with the LOB state percentage calculated in a hourly format. Four separate steps make up this sole process. along with any LOB changes that may have been made. you will find that there is only one process labeled GTM_c05_LOBState_Process under GTM_Tivoli_Business_Systems_Manager_v1.

Since this table is not initially present. When ECO_c05_ETL1_Process runs. and daily by itself thereafter. located in the TEC Source ETL installation directory. TEC Source ETL processes descriptions There are two processes associated with the TEC ETL located under ECO_Tivoli_Enterprise_Console_v3. refer to the Tivoli Enterprise Console Installation. Usage. It is the responsibility of the TEC Source ETL to transfer this data from the TEC source database to the TEDW Central Warehouse. Each process is described in the following sections. anywhere from one minute to 24 hours or more. It should be scheduled initially to run after the ECO_c10_Create_Archive_Process. as shown below: ECO_c05_s010_Extract ECO_c05_s020_Transform ECO_c05_s030_Load ECO_c10_Create_Archive_Process This process is mainly responsible for creating the tec_t_archive table. For a more in-depth look at this ETL. prior to ECO_c05_ETL1_Process.IBM Tivoli Enterprise Console In the following sections you will find pertinent information regarding the Tivoli Enterprise Console Source ETL. TEC Source ETL objective Whenever an event is closed in the Tivoli Enterprise Console it is added to a specific table in the TEC source database. There are three steps located in ECO_c05_ETL1_Process. it is important for ECO_c10_Create_Archive_Process to be run only once. There is only one step used for ECO_c10_Create_Archive_Process. which is labeled ECO_c010_s010_Create_Archive. ECO_c05_ETL1_Process The primary purpose of this process is to extract the closed events data from the TEC source database and load it in the Central Data Warehouse. along with the tec_close_trigger database trigger.7. Each closed event is categorized according to the time taken to close the event. the data that it extracts is located in the tec_t_archive table.1_Subject_Area. and Interface Guide for Tivoli Enterprise Data Warehouse manual. 422 Introducing IBM Tivoli Service Level Advisor .

as described below: 1. static data is inserted in the Central Data Warehouse by the Source ETL. Usage. If this is the case. Source ETLs 423 .If you are using the Tivoli Decision Support for Event Management Guide. After data has been loaded in the TWSM source database. this process step does not have to be run. Each is listed below: Events Events Events Events Events Events Events Events closed in less than 15 minutes closed in 15 to 30 minutes closed in 30 to 60 minutes closed in 1 to 2 hours closed in 2 to 4 hours closed in 4 to 8 hours closed in 8 to 24 hours closed in 24 or more hours Data that is associated with the above measurement types represents the total number of events that have been closed in the given time period. 2. TWSM Source ETL objective Data located in the TWSM source database is transferred to the Central Data Warehouse via the TWSM Source ETL. For more information regarding this ETL. depending on the amount of archived data you would like to store. the tec_t_archive table may already exist. TEC Source ETL measurement types There are a total of eight measurement types for TEC that may be included when creating a service offering. Staging tables for the Source ETL are created. Keep in mind that this table may become very large. and Interface Guide for Tivoli Enterprise Data Warehouse manual. refer to the Tivoli Enterprise Console Installation. Five specific tasks are performed by this ETL. and Interface Guide for Tivoli Enterprise Data Warehouse manual located in the TEC Source ETL installation directory. refer to the Tivoli Web Services Manager Installation. IBM Tivoli Monitoring for Transaction Performance (TWSM) Information regarding the TWSM Source ETL can be found in the following sections. located in the TWSM Source ETL installation directory. For more information concerning this. Usage. Appendix E.

The minimum. TWSM Source ETL processes description There are a total of two processes located under BWM_TivoliWebServicesManager_v1. The results from steps 3 and 4 are loaded in the Central Data Warehouse.7. BWM_c05_Initialize_Process This process is responsible for loading the initial TWSM data in the Central Data Warehouse. as listed below: BWM_c010_s010_comp BWM_c010_s020_extract_qos BWM_c010_s030_transform_qos BWM_c010_s040_qos_bst BWM_c010_s050_qos_prt BWM_c010_s060_qos_rtt BWM_c010_s070_extract_sti BWM_c010_s080_transform_sti BWM_c010_s090_sti_rtt This process should be run after BWM_c05_Initialize_Process is run for the first time. and by itself daily thereafter.0_Subject_Area. BWM_c10_Load_Warehouse_Process After the initial loading of the TWSM data. Nine steps make up this process. this process provides the Central Data Warehouse with the daily TWSM data. 4. Each process is described below. It consists of nine individual steps. 424 Introducing IBM Tivoli Service Level Advisor . Available data is then aggregated into an hourly format. 5.3. prior to BWM_c10_Load_Warehouse_Process. as listed below: BWM_c05_s010_comp BWM_c05_s020_init_extract_qos BWM_c05_s030_transform_qos BWM_c05_s040_qos_bst BWM_c05_s050_qos_prt BWM_c05_s060_qos_rtt BWM_c05_s070_init_extract_sti BWM_c05_s080_transform_sti BWM_c05_s090_sti_rtt This process should be scheduled to run for one time only. maximum. and average data values are calculated.

maximum. which is then aggregated nightly into an hourly format in the DM_Metrics table. IBM Tivoli Distributed Monitoring (DM) Information related to the IBM Tivoli Monitoring Source ETL can be found in the following sections. DM Source ETL objective Depending on your operating system. The DM Source ETL process extracts data from this table in the source database and loads it into the Central Data Warehouse. There are two steps located within this process: DMN_c05_s010_initDMData DMN_c05_s020_processDMData This process should be scheduled to run one time only. refer to the Tivoli Distributed Monitoring Warehouse Enablement Pack: Implementation Guide. DM Source ETL processes descriptions There are a total of two processes associated with the DM Source ETL. Source ETLs 425 . Appendix E.TWSM Source ETL measurement types There are a total of three TWSM measurement types that may be included when creating a service offering. prior to DMN_c10_loadDMData_Process. DMN_c05_initDMData_Process This process will execute an initial load of the DM data that is located in the DM source database. For more information regarding this ETL. and average value. Each type is listed below: Roundtriptime Servicetime Pagerendertime Data associated with the above measurement types is categorized by an hourly-based minimum. monitors in the OS-specific DM profile are used to collect DM data every five minutes. located in the DM Source ETL installation directory. Each process is described in the following sections.

refer to the Tivoli Distributed Monitoring Warehouse Enablement Pack: Installation Guide. To view the list of these measurement types. The data associated with each measurement type is categorized by an hourly minimum. maximum. and average value. There are two steps associated with this process: DMN_c10_s010_loadDMData DMN_c10_s020_processDMData This process should be initially scheduled to run after the DMN_c05_initDMData_Process. and by itself daily thereafter. located in the DM Source ETL installation directory.DMN_c10_loadDMData_Process The primary role for this process is to incrementally extract DM data each day from the DM source database. DM measurement types There are a total of 67 measurement types for DM that may be included when creating a service offering. 426 Introducing IBM Tivoli Service Level Advisor .

Abbreviations and acronyms AE AES BCM BI BU CDE CDW CLI CP CWM DB2 DDL DM ETL GNOME IBM ISP ITM ITSLA ITSO JDBC JSP KDE LOB ODBC Advanced Edition Advanced Edition Single-Server Business Continuity Management Business Intelligence Business unit Common Desktop Environment Central Data Warehouse Command line interface Contingency Planning Common Warehouse Metadata IBM DB2 Universal Database Enterprise Edition Data definition language Tivoli Distributed Monitoring Extract. and load GNU Network Object Model Environment International Business Machines Corporation internet services provider IBM Tivoli Monitoring IBM Tivoli Service Level Advisor International Technical Support Organization Java Database Connectivity Java Server Pages K Desktop Environment Lines of business Open Database Connectivity ODS OLAP OLTP ROLAP SLA SLM SLO TAPM TBSM TDS TEC TEDW TWH TWSA TWSM UDB UTC Operational data source Online Analytical Processing Online Transaction Processing Relational Online Analytical Processing Service Level Agreement Service Level Management Service Level Objective IBM Tivoli Monitoring for Transaction Performancet IBM Tivoli Business Systems Manager Tivoli Decision Support IBM Tivoli Enterprise Console Tivoli Enterprise Data Warehouse Tivoli Warehouse Tivoli Web Services Analyser IBM Tivoli Monitoring for Transaction Performance Universal Database Universal Time Coordinated © Copyright IBM Corp. 2002 427 . transform.

428 Introducing IBM Tivoli Service Level Advisor .

1. SC09-2951 DB2 UDB Quick Beginnings for UNIX.1. GC09-2970 DB2 UDB Quick Beginnings for Windows Version 7. GC32-0744 © Copyright IBM Corp. SC09-2945 DB2 UDB Administration Guide: Planning Version 7. GI11-0908 Tivoli Enterprise Data Warehouse Enabling an Application Version 1. SC09-2944 DB2 UDB Administration Guide: Performance Version 7. 2002 429 .1.1. SC32-0834 IBM Tivoli Service Level Advisor Release Notes Version 1. SC32-0833 Database Performance on AIX for DB2 UDB and Oracle Environments. GC32-0745 Tivoli Enterprise Data Warehouse Installing and Configuring Version 1. SG24-6607 Other resources These publications are also relevant as further information sources: Administrator’s Guide for IBM Tivoli Service Level Advisor Version 1.1 Performance Tuning Guide. see “How to get IBM Redbooks” on page 431. SC32-0835 Command Reference for IBM Tivoli Service Level Advisor Version 1.Related publications The publications listed in this section are considered particularly suitable for a more detailed discussion of the topics covered in this redbook.1.1. SC09-2946 DB2 UDB Command Reference Version 7. GC09-2971 Getting Started with IBM Tivoli Service Level Advisor Version 1. DB2 UDB Version 7. SG24-5511 DB2 UDB Administration Guide: Implementation Version 7. IBM Redbooks For information on ordering these publications. SG24-6012 Introduction to Tivoli Enterprise Data Warehouse.

db2mag.7-WSM-0003e download ftp://ftp.com/software/webservers/appserv/infocenter.com/software/webservers/appserv/infocenter.Tivoli Enterprise Data Warehouse Release Notes Version 1.com http://www.ibm.com/support/patches/LA/1.com/db_area/archives/2001/q1/hayes.ibm.gov.sun.omg. GC32-0438 Referenced Web sites These Web sites are also relevant as further information sources: DB2 UDB online support http://www-3.itsmf.itil.almondbutter IBM DB2 magazine http://www.ibm.com/db_area/archives/2001/q4/hayes.com/ Object Management Group http://www.shtml http://www.ibm.uk http://www.ccta.com/cgi-bin/db2www/data/db2/udb/winos2unix/support/v7pubs.html 430 Introducing IBM Tivoli Service Level Advisor .org Tivoli Enterprise Data Warehouse support http://www. d2w/en_main eFix 1.com/software/sysmgmt/products/support Tuning information http://www.com IBM WebSphere Application Server InfoCenter http://www-3.7-WSM-0003E.uk Java information http://java. GI11-0857 Tivoli Decision Support Installation Guide.shtml WebSphere Infocenter http://www-3.db2mag.tivoli.1.html ITIL-related Web sites http://www.db2mag.co.

com/redbooks You can also download additional materials (code samples or diskette/CD-ROM images) from that site. download.How to get IBM Redbooks You can order hardcopy Redbooks. or search for Redbooks at the following Web site: ibm. IBM Redbooks collections Redbooks are also available on CD-ROMs. Click the CD-ROMs button on the Redbooks Web site for information about all the CD-ROMs offered. as well as view. Related publications 431 . as well as updates and formats.

432 Introducing IBM Tivoli Service Level Advisor .

269 customer 6. 277 Business Objects Universe 278 business processes 4 business schedule 27 button substitution 251 BWM_TWH_CDW_Target 134 BWM_TWSM_Source 134 C capacity management 369. 374. 373 capacity planning 377 categories 221 CCTA 3. 392 Console handler 197 consumer 164. 377 B backup 69 baroc file for ITSLA 74 becoming ITSLA enabled 46 blank install screen 317 bottlenecks 374 breach value 27 Brio Technology 35 BrioQuery Designer 257 building a chart 274 Business Objects 35. 374. 237. 380 create a reports user 238 creating orders 179 critical state 170 Crystal Decisions 35 Crystal Reports 257. 257. 136 APF_TWH_CDW_Target 134 application sizing 377 application source tables 134 authenticating users 255 availability 26 availability management 369. 374. 416 company logo 250 component 27. 140 component attribute 47. 2002 433 . 381 contracts underpinning 390 Control Server 36 correlation 35 cost center 381 cost management 368. 255 consumers 385 contingency planning 369. 140 component relationship 47 component type 27 component type sources 320 configuration items 392 configuration management 369. 398 change users access 239 changing data graphs 254 CLASSPATH 300 CLI command parameters 410 CLI command types 410 CLI issues 331 Cognos 35 coherent whole 5 Common Warehouse Metadata 35 community name 72. 366 central warehouse repository 82 change 27 © Copyright IBM Corp. 164.Index Symbols _adminServerFatalError 315 change management 370. 385 customer creation troubleshooting 321 customer order 28 customer order issues 323 customer order ranking 223 customer ranking 223 customer satisfaction 383 customers 167 customizing reports 250 CWM standard 35 A administrative CLI 410 algorithm 222 analytical tools 61 APARs JR16650 and JR16766 342 APF_TAPM_Source 134. 27.

412 ETL management 142 ETL production mode 140 ETL schedule 194 ETL scheduling 140 evaluation 28 evaluator type 257 event escalation troubleshooting 325 event notification 72.cycle of change 397 D data collection 28 data collection enablement Target ETL data collection 142 data flow scenario 53 data graphs 254 data mart definition 23 Data Mart ETL 26 data warehouse 25 database performance 291 DB2 fixpack 82 DB2 instance 83 DB2 Warehouse Control 84 DB21034E 321 DB2COMM 307 db2java.bat 104 DYKAL0009E 333 DYKAL1000I 332 DYKAL1020I 332 DYKAL2020I 331 DYKAL2030E 331. 404 dyk_cat. 407 dyk_dm. Transform and Load 25 434 Introducing IBM Tivoli Service Level Advisor . 294.log 303 dyk_dm_dbinst script 343 dyk_dm_odbc.zip 300.bat 104 DYK_DM 37. 108. 89. 118 Exclusions 14 executive 164 executive summaries 257 expected service 384 EXTENTSIZE 293 external SLA 13 external SLA type 167 external specsheet 388 extract control 47 extract control design 48 extract log 47 Extract. 333 DYKAL3003E 344 DYKAL3013E 318 DYKAL3014E 318 DYKGU0071E 320–321 DYKGU0087E 336 DYKME9034E 325 DYKME9064W 324 DYKSL1102E 327 DYKSL1104E 327 DYKUT168E 330 E ECO_TEC_Source 134 ECO_TWH_CDW_Target 134 eFix 71 e-mail notification 72 e-mail notification method 416 enabling notification method 415 end time 28 end-to-end view 35 error control 397 error-related CLI 410 escalate 411 escalation commands 415 ETL 25. 89. 68. 108.log 303 dyk_cat_dbinst script 343 dyk_cat_odbc. 68. 318 db2profile 301 DE_DE language 317 default bundles 411 deleting orders 192 deleting reports users 240 demand management 377 dependency 28 deploying services 4 development mode 140 disable IIS 315 disabling reports user 240 disintegration 391 display interface 245 distributed installation 56 DM measurement types 426 DM Source ETL 425 DMN_RIM_Source 134 DMN_TWH_CDW_Target 134 DWC02015E 342 DYK schema 407 DYK_CAT 37.

366 ITSLA administration issues 319 ITSLA backup issues 330 ITSLA CLI 410 ITSLA components 19 ITSLA configuration issues 317 ITSLA Database 22.extraction of application data 134 I IBM Console 25 IBM Console issues 338 IBM Console server 67 IBM DB2 commands 311 IBM DB2 fixpack 82 IBM DB2 instance 83 IBM DB2 troubleshooting 300 IBM Java Console 25 IBM WebSphere Application Server troubleshooting 315 Informix 70 instance 83 internal error 321 internal SLA in-house SLA 13 Internal SLA type 167 Internal specsheet 388 internet services provider 13. 407 ITSLA Reports Server 21 ITSLA restore issues 330 ITSLA Server 21 ITSLA services issues 335 ITSLA Task Drivers 20 ITSLA TCP/IP ports 62 ITSLA TEC baroc file 74 ITSLA TEC rule set 75 ITSLA troubleshooting 316 ITSLA user creation 165 F fcm filter 246 features for security 158 filtering masks 204 filtering parameters 246 final service level 42 fixpack for DB2 82 formating data 144 frequency 28 functions for tracing 159 fwp_mcr 201 G gathering measurement data 10 general management service 10 generic service 384 generous service 384 good service 14 graphs 235 group of customers 164 group of incidents 8 GTM_c05_LOBState_Process 421 GTM_co5_LOBState_Process 141 GTM_OBJECT_Source 134 GTM_TWH_CDW_Target 134 guaranteed level of service 14 H handlers console 197 multi-file 197 serial file 197 handling service problems 14 hardware requirements 56 Help Desk 8 help desk 394 HELPMSG 212 hierarchy of services 9 high level of service 5 high usage 170 historical data 35 hole entity 6 hostname 35 HTTP Server port 67 HYKRP0009E 346 Index 435 . 427 IP address 35 ISMP directories 317 ISP 13 IT organization 4 IT Services 5 ITIL 3. 151 ITSLA ETLs data collection 142 ITSLA event notification 118 ITSLA listUser 165 ITSLA Measurement Data Mart 23. 404 ITSLA Database Server 22 ITSLA enabled application 46 ITSLA ETL programs 94 ITSLA ETL scheduling 144. 43. 44.

190 M maintainability 378 management services layer 10 managing Process ETL 150 managing Registration ETL 142 managing Target ETL 142 MAXAGENTS 291 maximum connections 309 maximum rows 250 McOrbletApp process 338 mean time between failure 378 mean time between system incidents 378 measurement 28 measurement data 46 436 Introducing IBM Tivoli Service Level Advisor . 144 measurement tables 140 metadata interchange 35 methods for authenticating 255 metric 28 metrics 246 Microsoft SQL 71 modeling 377 MTBF 378 MTBSI 378 Multi-file handler 197 L life cycle 7 Limitations 13 lines of business 13. 427 Java-based console 159 Java-based servlets 21 jc. 108 listing ITSLA users 165 LOB 13.sh script 207 JDBC 2. 427 link parameter 245 Linux 89. 367. 367. 70 ODBC connections 104 ODBC data sources 308 ODBC System DSN 136 off hours state 171 offering 29 offering commands 415 offering component 29 offering component ranking 224 offering creation troubleshooting 321 offering state 30 offerings 167 OLAP 61 open interface 35 operations 165 optimizing DB2 performance 310 Oracle 70 order 30 order commands 415 order creation 179 order deletion 192 order ID 30. 324 no service state 171 notification method 415 O Object Management Group 35 ODBC connection 48.J Java bean 255 Java code 249 Java Server Pages 242. 99. 420 LOB states 421 location variable 216 log file for TEDW 88 log files 196 logfilsiz 292 loggers 197 logical design 57 logout link 247 logutil command 198 low impact state 171 lowest single hourly value 176 N naming convention 47 nbsp 322 network considerations 57 network speed 70 no service 29.0 300 JDBC code level 85 JDBC level 316 JDBC levels 300 JSP files 242 JVMARGS 337 measurement schema 404 measurement source 29 measurement source applications 46 measurement source code 47.

319 etl disable 144. 38. 246 orders creation troubleshooting 321 orders submission troubleshooting 321 Outsourced SLA type 167 overall report 226. 37. 319 etl getApps 143 etl getDataExpiration 157. 184 QoS ROUNDTRIPTIME 174 quality of service 10 quantifiable terms 11 quantification of services 11 query interface 245 query performance 310 quick delivery from IT 5 S schedule 27 schedules 167 scmd commands escalate 118 escalate view 325 etl addApplicationData 143. 164. 320. 255 PREFETCHSIZE 293 prepackaged 59 presentation layer 25 Presentation Services tuning 295 prime state 171 print tips 234 pro-active monitoring 8 problem management 370. 94 Registration ETL management 142 Registration ETL scheduling 144 reliability 378 reorgchk 293. 414 etl setData Expiration 157 list 318 log handler 197 R ranking 222 ranking categories 223 Index 437 . 94 Process ETL management 150 Process ETL scheduling 151 process flow 41 production mode 140 profit center 381 prune measurement control 47 published offering 30 raw data 35 rcc 318 RDBMS 36 realm 31. 396 Process ETL 26. 311 report servlets 244 reporting categories 225 reports 31 reports results 251 reports users 237 resilience to failure 378 resource 31 resource management 377 resource ranking 224 resource type 185 resource type tree 173 results report 226.order state view.viewing orders state 189 orders 167. 228 results table 251 Resultview 257 Reviews 14 rollback 31 rule set 75 runstats 293. 237 realm creation troubleshooting 321 realm values 255 realms 167 Redbooks Web site 431 Contact us xxii refresh feature 247 Registration ETL 26. 30 peak state 170 performance management 375 performance tips 290 period 30 planning for supporting applications 56 planning worksheets 76 portal page 164. 310 Q QoS Job 173. 228 P parallel I/O 294 peak 28. 331 etl enable 144.

log 200 slmrestore 214 slmrestorestart script 214 SLO 222 SNMP API 329 SNMP event notification 72 SNMP events 416 SNMP notification issues 329 SNMP notification method 416 software control and distribution 370 software requirements 56 Source ETL 26 Source ETLs 419 438 Introducing IBM Tivoli Service Level Advisor . 32 service level indicators 14 Service Level Management external role 385 internal role 385 service level management 5. 385 service level management process 46 service level objective 32. 13.baroc 74. 222.xml file 294 Service Catalogue 389 expected 384 generic 384 generous 384 Level Agreement 390 Quality Plan 390 total 384 service 31 Service Catalogue 389 service deliver 366 Service Delivery 7 service delivery discipline 371 service element 31 service elements 320 Service Level Agreement 386. 367–368. 11. 32. 390 service level agreement 13. 18.log trace 203 mem flushEvents 325 mem removeStoppedRetryEntries 323 mem retryMissedIntervals 323 mem ShowMetricEvaluators 323 mem showMetricEvaluators 415 mem showStoppedRetry 323 rcc getport 335 rcc setport 335 sdc adjustIdGenerators 321 sdc displayActiveServiceElements 320 sdc displayAllCustomerOrders 415 sdc registerWarehouseData 320 setPassword 334 setPasswordEnabled 413 sla AddUser 165 sla listUser 165 Scope 13 SDC 320 sdc 412 SDC Data Sources 316 SDC errors 316 Seagate’s Crystal Reports 257 search function 248 security 378 security features 158 selectable resources 319 Serial file handler 197 server for IBM Console 67 Server Performance Prediction guide 70 server-cfg. 367 SLA results 21 SLA state 33 SLA type 231 SLA type ranking 224 SLA types 167 SLA violations 45 SLM 12–13 slm 412 SLM. 19 service level violations 42 Service Management 10 service management 366 service offering 32 service provider 6. 427 service level objectives 14. 328 slm. 32 service quality 9 Service Quality Plan 390 service quality plan 388 service support 366 serviceability 378 shared memory segments 305 shutdown ITSLA 208 single system installation 61 SLA 13 SLA data value troubleshooting 322 SLA management 40. 382.rls 75 slmbackup command 211 slmenv 411 SLMMessage1.

log file 88 twh_app_deinstall. 294 TWH_CWD 87 TWH_MART 37.specsheet external 388 internal 388 sponsor 385 SPR_RIM 70 SQL processes 137 SQL0803N 321 SQL1005N 304 SQL1032N 304. 59.log 354 tuning databases 291 tuning tips 290 TWH.slm 199 trend 33 trend analysis 33 trends 21 trends report 226 Trendview 257 Troubleshooting 299 TSLMUninstall. 87 TWH_MD 25. 62 TEC event notification 72 TEC event troubleshooting 327 TEC measurement types 423 TEC notification 416 TEC notification method 416 TEC RIM 71 TEC rule set for ITSLA 75 TEC Source ETL 422 TEC Source ETL processes 422 TEDW Control Center 25 TEDW installation failure 312 TEDW TCP/IP port numbers 60 Term 13 test mode 140 third-party application 143 third-party reporting 257 time frame 324 time period 230 time span 319 time zones example 196 timestamp 213 timestamps 48 Tivoli Decision Support 70. 93 TWSM measurement types 425 TWSM source database 423 TWSM Source ETL 423 TWSM Source ETL process 424 U UDP 329 underpinning contracts 390 understanding time zone issues 196 uninstall ITSLA databases 362 ITSLA Reports 355 ITSLA Server 358 ITSLA Target ETLs 359 ITSLA Task Drivers 354 Universe 278 unrestricted view 164 unscheduling ETLs 210 up and running 79 Index 439 . 318 SQL1054N 307 SQL1063N 307 SQL1116N 330 SQL1117N 330 SQL1224N 305 SQL1403N 304 SQL30081N 306 standard 33 standard state 171 start ITSLA 205 start time 33 status accounting 393 steady 33 Sun Solaris 108 SVCENAME 306 T table organization 311 TAPM RIM 71 TAPM Warehouse Source 135 Target ETL 26 Target ETL management 142 TBSM measurement types 421 TBSM Source ETL 420 TCP/IP port numbers 60. 423 Tivoli Enterprise Data Warehouse 25 Tivoli Presentation Services 111 Total service 384 tracing functions 159 trcFile. 36. 59.cfg 360 TWH_CDW 37.

update JDBC level for DB2 85 updating JDBC level 301 user creation 157. 164 view violation 191 violation 33–34 violations notification 72 violations report 226–227 Violationview 257.xml 345 web-based report 18 WebServices Courier 70 WebSphere performance 294 whole services self-contained services 5 withdrawn offering 34 withdrawn order 34 workload management 376 worksheets for planning 76 X X-categories 266 xcopy 92 Y Y-facts 266 Z Z-categories 266 440 Introducing IBM Tivoli Service Level Advisor . 165 user ID views 164 user management 157 V vicious cycle of chance 397 view 33. 270 W warehouse logger 313 warehouse packs 59 warehouse server 313 WcOrbletApp process 338 wdccli 412 Web Browser support 64 web report 34 Web services for IBM Console 67 web.

Introducing IBM Tivoli Service Level Advisor .

.

.

guiding you during the planning. Customers and Partners from around the world create timely technical information based on realistic scenarios. The primary objective of this redbook is to introduce the new IBM Tivoli offering for defining and Managing Service Level Agreements. For more information: ibm.1 is a new product addressing the needs of enterprise customers. and general product usage phases.com/redbooks SG24-6611-00 ISBN 0738427063 . . administration. It can be used as a reference book for the deployment of IBM Tivoli Service Level Advisor Version 1. Experts from IBM.Back cover ® Introducing IBM Tivoli Service Level Advisor Achieve proactive SLA management ensuring service quality Generate reports and identify trends toward SLA violations Manage Service Level and meet customer expectations The IBM Tivoli Service Level Advisor Version 1.1. and is targeted at the technical professional responsible for providing services in an IT organization. and also to forecast trends to allow an enterprise to consistently sustain service levels. with focus on how to effectively deploy this product in a way that quickly generates real business value for customers. Specific recommendations are provided to help you implement IT solutions more effectively in your environment. troubleshooting. INTERNATIONAL TECHNICAL SUPPORT ORGANIZATION BUILDING TECHNICAL INFORMATION BASED ON PRACTICAL EXPERIENCE IBM Redbooks are developed by the IBM International Technical Support Organization. which complements some of the concepts explained in this book. This redbook is a valuable addition to existing product documentation and should be read in conjunction with the official product documentation. This product will be the first to integrate with other management products to provide both a mechanism to report on Service Level Management issues. installation. configuration.