Introducing ibm tivoli service level advisor sg246611

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
8.4 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
8.4.4 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
8.7 IBM Tivoli Service Level Advisor Reports . . . . . . . . . . . . . . . . . . . . . . . . 344
8.7.1 Accessing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
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

Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Software Control and Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400

Appendix C. IBM Tivoli Service Level Advisor Databases . . . . . . . . . . . 403
The ITSLA Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
The ITSLA Measurement Data Mart database. . . . . . . . . . . . . . . . . . . . . . . . 407

Appendix D. Command reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Introduction to the ITSLA CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
General usage overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Default bundles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Basic CLI commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Useful commands for ITSLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
ETL commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Offering and order commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Escalation commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415

Appendix E. Source ETLs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Introduction to the Source ETLs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
IBM Tivoli Business Systems Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
TBSM Source ETL objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
TBSM Source ETL process description . . . . . . . . . . . . . . . . . . . . . . . . . . 421
TBSM Source ETL measurement types . . . . . . . . . . . . . . . . . . . . . . . . . . 421
IBM Tivoli Enterprise Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
TEC Source ETL objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
TEC Source ETL processes descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 422
TEC Source ETL measurement types . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
IBM Tivoli Monitoring for Transaction Performance (TWSM) . . . . . . . . . . . . . 423
TWSM Source ETL objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
TWSM Source ETL processes description . . . . . . . . . . . . . . . . . . . . . . . . 424
TWSM Source ETL measurement types. . . . . . . . . . . . . . . . . . . . . . . . . . 425
IBM Tivoli Distributed Monitoring (DM). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
DM Source ETL objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
DM Source ETL processes descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 425
DM measurement types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426

Abbreviations and acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427

Related publications . . . . . . . . . . . . . . . . . . . . . . ...... ....... ...... . 429
IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...... ....... ...... . 429
Other resources . . . . . . . . . . . . . . . . . . . . . . . . ...... ....... ...... . 429
Referenced Web sites . . . . . . . . . . . . . . . . . . . . . . ...... ....... ...... . 430
How to get IBM Redbooks . . . . . . . . . . . . . . . . . . . ...... ....... ...... . 431
IBM Redbooks collections . . . . . . . . . . . . . . . . . ...... ....... ...... . 431

viii Introducing IBM Tivoli Service Level Advisor

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Contents ix

x Introducing IBM Tivoli Service Level Advisor

Figures

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

© Copyright IBM Corp. 2002 xi

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

xii Introducing IBM Tivoli Service Level Advisor

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

Figures xiii

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

xiv Introducing IBM Tivoli Service Level Advisor

Tables

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

© Copyright IBM Corp. 2002 xv

C-2 DYK_CAT database tables for the MM schema . . . . . . . . . . . . . . . . . 405
C-3 DYK_CAT database views for the DB2ADMIN schema . . . . . . . . . . . 406
C-4 DYK_DM database tables for the DYK schema . . . . . . . . . . . . . . . . . 407
D-1 Order commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
D-2 Offering commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415

xvi Introducing IBM Tivoli Service Level Advisor

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© Copyright IBM Corp. 2002 xvii

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xviii Introducing IBM Tivoli Service Level Advisor

Preface

IBM Tivoli Service Level Advisor Version 1.1 is a Service Level Management
solution for providers of IT Services. 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.

In a nutshell, IBM Tivoli Service Level Advisor Version 1.1 enables you to:
Define services from a user perspective, including response time and
availability metrics.
Automate service level agreement validation and receive alerts for service
level agreement violations.
Identify and fix performance and availability problems before they occur.
Provide flexible, Web-based reports to clients, executives, and IT staff.

The primary objective of this Redbook is to introduce the new IBM Tivoli offering
for defining and managing service level agreements, and is targeted at the
technical professional responsible for providing services in an IT organization. It
can be used as a reference book upon the deployment of IBM Tivoli Service
Level Advisor Version 1.1 guiding you during the planning, installation,
configuration, administration, and troubleshooting, as well as general product
usage phases, with focus on how to effectively deploy this product in a way that
quickly generates real business value for customers.

This redbook is a valuable addition to existing product documentation and should
be read in conjunction with the official product documentation, which
complements some of the concepts explained in this book.

General knowledge of the Tivoli Framework, general Tivoli applications, Business
Intelligence and database implementation, and Web application servers is
assumed.

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, Austin Center.

© Copyright IBM Corp. 2002 xix

Edson Manoel is a Software Engineer at IBM Corporation - International
Technical Support Organization, Austin Center. He applies his extensive field
experience as an IT Specialist to his work at the ITSO in the Systems
Management area. Prior to joining the ITSO, 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, designing and implementing systems management solutions for IBM
customers and Business Partners. Edson holds a BSc degree in Applied
Mathematics from Universidade de Sao Paulo, Brazil.

J.B. Baker is a Software Engineer for the IBM Tivoli Software Group in Research
Triangle Park, North Carolina. He holds a degree in Psychology and
Anthropology from the University of North Carolina at Chapel Hill. Upon
graduation, he joined IBM in 1999 where he served as a Systems Administrator
for the e-Business Web Content Hosting Group, until joining IBM Tivoli in 2000.
He is a Cisco Certified Network Associate and is currently pursuing a
Certification for Information System Security Professional (CISSP).

Filippo Giannelli is an IT Specialist at IBM Integrated Technology Services, Italy.
He has three years of experience in the Information Technology field. He has
worked at IBM for three years. He holds a Masters degree in Electronic
Engineering from Universita La Sapienza in Rome. His areas of expertise include
the architecture and implementation of Tivoli Solutions in the Configuration and
Operation area, in the Application Management area, and the Web Services,
Management area.

Frans Sadie is an Advisory IT Specialist at IBM Integrated Technology Services,
South Africa. He has six 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. His areas of expertise
include the architecture, design, and implementation of Tivoli systems
management solutions, as well as business process design and re-engineering.
His product experience includes the Tivoli Core products and the “Tivoli Manager
for” product suite on the AIX and Windows platforms. He is a Certified Tivoli
Consultant in Tivoli Framework, Tivoli Inventory, and Tivoli Distributed
Monitoring.

Sarie Weber is an IT Specialist from Pretoria, South Africa. She joined IBM
South Africa in 1997 and is currently working in IBM Integrated Technology
Services. She has experience in the Information Technology field. She holds a
Honours BSc degree in Computer Science from the Potchefstroom University.
Her areas of expertise include the Tivoli range of core products, AIX, and
Windows. She is certified in Tivoli Framework, Tivoli Distributed Monitoring, and
Tivoli Inventory.

xx Introducing IBM Tivoli Service Level Advisor

Thanks to the following people for their contributions to this project:

International Technical Support Organization, Austin Center
Bart Jacob, Morten Moeller, Chris Blatchley, Julie Czubik

IBM Tivoli Service Level Advisor Development, Performance, and Quality
Assurance teams
Kathy Hebblethwaite, Bryan Ellington, Ping Chang, Jayne Regan, Chris
Karstens, Kevin Kuhner, Eswara Kosaraju, Steve Tremper, 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, EMEA Product Management
Lewis Troke

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with leading-edge technologies. You'll team with IBM technical professionals,
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Your efforts will help increase product acceptance and customer satisfaction. As
a bonus, you'll develop a network of contacts in IBM development labs, and
increase your productivity and marketability.

Find out more about the residency program, browse the residency index, and
apply online at:
ibm.com/redbooks/residencies.html

Comments welcome
Your comments are important to us!

Preface xxi

We want our Redbooks to be as helpful as possible. 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/redbooks
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redbook@us.ibm.com
Mail your comments to:
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Austin, Texas 78758-3493

xxii Introducing IBM Tivoli Service Level Advisor

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, architecture, planning, installation,
configuration, product administration, and product usage.

© Copyright IBM Corp. 2002 1

2 Introducing IBM Tivoli Service Level Advisor

1

Chapter 1. Introduction
The primary topics of the discussions in this chapter are the principles behind
Service Level Management from an IT Service Delivery organization standpoint,
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), and from those in the
context of the IBM approach to Service Level Management with IBM Tivoli
Service Level Advisor.

This chapter contains the following topics:
IT Services
Service Delivery
Service Management
Service Level Management
Service Level Agreements


1.1 Overview
In the context of delivering services in a complex IT environment, 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.

When the IT organization fails to ensure operational performance the business
may turn to an outsourcer that may quickly, accurately, and economically meet its
needs. To prevent this defection, an IT organization must improve service
delivery while spending less money. Service Level Management can offer IT
organizations the ability to deliver the level of service that will keep their
businesses competitive.

Running a customer focused, 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. This originates primarily from three main reasons:
1. Desire to reduce costs
Businesses are constantly seeking ways to reduce costs, and IT costs are not
immune. This has given rise to an increasing number of outsourcing service
providers, each promising to deliver reliable service while off-loading the
costly burdens of staffing, procuring, and maintaining an IT organization.
Enterprises that do not outsource are demanding more accountability from
their IT organizations as well as demanding that IT aligns with business goals,
not the other way around.
In both cases, there is the concept of a service level agreement, which
represents a contract of service delivery between IT and its customers. As a
result, IT departments need management services that focus on and support
business processes and service delivery rather than just simple monitoring of
the IT resources, such as disk space monitoring and server availability.
2. Use of IT Services to gain a competitive advantage
Businesses have recognized that electronic and online services can be a
significant competitive weapon. Beating competition is almost always
achieved through speed to market. Therefore IT teams need to be able to
respond quickly in deploying services such as online procurement, consumer
purchasing mechanisms, and supply-chain delivery in response to the
aggressive goals of their companies.


Given that there often are significant amount of money at risk (win if the IT
department deploys successfully, 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. Systems like this
involve networks, servers, and application management to succeed, as well
as focus on the overall service delivery.
3. Increased pace of change
Competition continues to quicken the pace of change. As companies turn
more and more to the network in order to market, sell, and deliver their
products and services, they must now focus on quick delivery from IT.

These requirements force IT organizations to continuously improve productivity
and reduce costs while maintaining and delivering a consistent high level of
service. 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.

Service Level Management can also provide the tool that enables IT to match the
service delivered to the real business need. Before jumping into the details of
Service Level Management, we will take a look at the concepts of IT Services,
Service Delivery, and Service Management. We will stay as close as possible to
the definitions provided by the ITIL, as it provides the best practices for the
management of an IT infrastructure. Appendix B, “Service Management
according to the ITIL” on page 365, provides a great deal of information on
service management in terms of the ITIL.

1.2 IT Services
For the purpose of the current discussion, 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.

This service can be made up of IT and non-IT facilities and fulfills one or more
needs of the customer. Such services should be perceived by the customers as
being a self-contained, coherent whole. Examples are software, hardware, and
communication facilities. 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.

Chapter 1. Introduction 5

Monitoring

Implementing
Troubleshooting

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, the service
provider is required to provide all the equipment, skills, procedures, and
documentation required to support the service, and ensure that the service is
reliable, efficient, and correct. This may be very costly and
resource-consuming to overcome, so instead of realizing all of the above
within the IT department, more and more companies choose to acquire one
or more sub-services from external providers. In this case the IT department
is still the service provider to the users, but the IT department itself may be
also be the receiver the true provider of the service. 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.
Who pays for the service?
Another question raised by the definition is that of accountability. The word
service suggests that the users of the service are customers, and this in turn
suggests that the service provider is paid to provide the service. In the context
of IBM Tivoli Service Level Advisor, a customer is a party that enters into an
agreement with the service provider on the level the service will be delivered.


Customers can be given access to the results of those agreements.
Customers can be internal (members of a department within the enterprise)
or external (a member, department, or company) associated with a service
provider.

1.3 Service Delivery
Delivering an IT Service requires careful planning of deploying, monitoring,
supporting, and reporting. The main motivation to perform all these tasks is that
customers’ expectations must be met. This also supports the decision-making
while planning the service delivery.

The actual execution of the tasks is taken care of by processes in the Service
Support area. However, the responsibility of ensuring that the required
infrastructure, capacity, and operational procedures are in place lies within the
Service Delivery area. Refer to “Service Delivery disciplines” on page 371 for
additional details.

The IT Service Delivery life cycle does not vary from that of other services. See
Figure 1-2.

Service Delivery
P
Pl
an
an

lv e
Re

sso
ep

STO
P
po

Di
or
t
t
P
Pl

Plan
an
an

loy
D ep
Service Support

Figure 1-2 Service Delivery life cycle


Once the various components have been deployed they must be monitored to
verify that the targets are met. If this is not the case, corrections have to be
applied in order to meet the targets, and of course it must be verified that the
corrections have no impacts other than those anticipated.

Pro-active monitoring of the components is not the only way of identifying
problems that might put the service delivery in jeopardy. The end users play an
important role by reporting irregularities and disturbances to the Service Delivery.
A Help Desk must be established to receive, register, and (if possible) answer
calls from end users, which are often known as incidents. If no solution to the
problem is available, the Problem Management processes will be used to provide
one.

In addition to problems reported by end users, the Help Desk may also receive
incidents generated by the tools monitoring the components that make up a
service. Most of these automatically generated incidents can be associated with
well-known solutions—tasks recovering or circumventing the problematic
situation. Some of these well-known solutions may be invoked
automatically—either directly by the monitoring tools generating the incident, or
by the tools used by the Help Desk. Other incidents may require manual
intervention or authorization before the well-known solutions can be applied.
Finally, the last group of incidents has no known solutions associated with them.
These incidents are handled by the Help Desk and passed on to Problem
Management for problem diagnosis and resolution, Change Management for
authorization, and finally to the group responsible for deploying the change for
implementation.


problem

Help Desk

incident Change
request
change Delivery
solution report

Approved
Change
Problem Management 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, changes
that effect the provider’s ability to deliver the service must be authorized,
planned, and executed thoroughly. The service provider must have procedures in
place to help assess the impact of a change to any component in the service
hierarchy. Also, procedures to apply the changes securely and to verify that the
change actually had the desired impact are needed.

1.4 Ensuring service quality
Providing a service requires a dedicated and focused infrastructure consisting of
hardware, software, communication equipment and facilities, documentation, and
skills required to support the provision of the IT Service. In order to monitor the
components of a service, general and/or service-specific monitoring tools have to
be deployed either as an integral part of the service deployment or as
independent, self-contained service. 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.

The capabilities of the monitoring tools may—or may not—support management
and operation of the service from, and reporting to, a central command center.
This functionality, however, is a necessity when delivering services, 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.


In other words, 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. These functions must include monitoring, event forwarding and
escalation, measurement data gathering, and status reporting from the service
components, and allow for operation and configuration of the components from
the central command center. This service layer is called the management
services layer.

Server Service
Server Service service III
monitoring
Server Service I events service II
reporting service I
Server System Mgmt.
Subsystem
Server System Mgmt.
service III
Subsystem
Service I operation service II
System Mgmt. Tools configuration
service I

Client System Mgmt.
Subsystem
Client System Mgmt.
Subsystem
Client I
System Mgmt. 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. The
management service will have to have a modular structure to enable deployment
of special functions for specific services, while reusing the basic functions
provided by the management service. In this way the basic management can be
extended to fit the specific needs of a given mix of services - operating systems,
subsystems, networking, and applications alike.

Based on this, we define Service Management as: The management of an IT
infrastructure of hardware, software, communications equipment and facilities,
documentation, and skills used to provide the required service at the required
level of quality.


According to this definition, service management relies upon the internal IT
infrastructure management and the technical environment, as well as managing
third-party contractors.

IT Service Management

IT Service Provision

Customer
Third-Party
Hardware
management

Service
IT infrastructure management
Provider

Skills Software Documentation

Figure 1-5 Customer, service provider, and service management

1.5 Service Level Management
Service Level Management is the process of negotiating, defining, and
managing the levels of IT Service that are required and cost-justified. The
Service Management goal is important because it emphasizes the quantification
of services. Therefore, when defining the objectives for the Service Level
Management processes, the deliverable should be specified in quantifiable
terms. Examples of such definitions are as follows:
IT Services are catalogued.
IT Services are quantified in terms that both customer and IT provider
understand.
Internal and external targets of IT Services are defined and agreed upon.
Achievement of agreed service targets is reached.


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, and the IT Services organization
and its internal departments.

According to this we can define Service Level Management (SLM) as follows:

The iterative, disciplined, 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.

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. Unless there is an agreed-upon method of how services
are to be measured, there is no way of knowing whether targets have been met
or not. Service Level Management is responsible for understanding and
documenting the customer requirements and translating them into a set of
understandable measures.


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. It also allows them to determine in advance what steps will be
taken if these conditions are not met. The concept and application of Service
Level Management allows IT organizations to provide a business-oriented,
enterprise-wide service by varying the type, cost, and level of service for the
individual LOB.

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, establishing Service Level Agreements is a must. For the context of this
redbook, we define Service Level Agreement (SLA) as follows:

An agreement or contract between a service provider and a customer of that
service, which sets expectations for the level of service with respect to
availability, performance, and other measurable objectives.

There are various types of Service Level Agreements. From an IT organization
standpoint, the most common are:
Internal or in-house SLAs
These are agreements negotiated between the service provider, such as an
IT department, and an in-house user or department. These kinds of SLAs are
sometimes used by the company as an important selling point to external
customers, ensuring the high quality of the company products.
External SLAs
These are agreements that a company may establish when purchasing
services from an external provider. For example, company A may hire an
Internet services provider (ISP) to host its Web site requiring 100 percent
availability. If company A gets less than acceptable service from its ISP,
without this SLA in place, company A may not have many options to force the
ISP to address the problem or to terminate their contract without penalties.

There are a number of components that make up an SLA, including the following:
Term
Defines the period of time the SLA will cover.
Scope
Defines the services covered in the agreement.
Limitations
Define what must happen in order for the requested service levels to be
provided.


Service level objectives
Define the level of services that both the customer and the service provider
agree on. This is a specification of a metric that is associated with a
guaranteed level of service.
Service level indicators
Define the means by which the service level objectives can be measured.
Non-performance
Defines what happens if the service provider does not meet the objectives.
Exclusions
Specifies what is not covered in the SLA.
Reviews
Establish scheduled reviews between the customer and the service provider.
Reporting is the most important way this can be accomplished and is a key
component of Service Level Management.

Once established, 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. The customer must understand what is reasonable to expect
from the IT Service provider given limitations in hardware, network
performance, staff, and so on. Communication between an IT service provider
and a customer is an essential part of Service Level Management. There
must be an agreement of what constitutes acceptable service against which
service levels can be measured. When IT service providers meet
expectations, customers can clearly see their expectations are being met and
confidence increases.


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


2

Chapter 2. IBM Tivoli Service Level
Advisor general overview
IBM Tivoli Service Level Advisor (ITSLA) Version 1.1 is a Service Level
Management solution for providers of IT Services. 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. Our approach to introducing IBM Tivoli Service Level Advisor
Version 1.1 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, and definitions used by the product.
Give a brief introduction to the Tivoli Enterprise Data Warehouse (TEDW) and
explain how it is leveraged by ITSLA.
Explore the functionality of ITSLA.
Explain which Tivoli applications are providing data to be used by ITSLA, as
well as how third-party applications can participate in the Service Level
Management.
Detail the end-to-end SLA Management process of ITSLA.


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