-
IBM
Tivoli
Service
Level
Advisor
Managing
Service
Level
Agreements
Version
2.1
SC32-1247-00
-
IBM
Tivoli
Service
Level
Advisor
Managing
Service
Level
Agreements
Version
2.1
SC32-1247-00
-
First
Edition
(September
2004)
This
edition
applies
to
Version
2.1
of
IBM
Tivoli
Service
Level
Advisor
(program
number
5724C40)
and
to
all
subsequent
releases
and
modifications
until
otherwise
indicated
in
new
editions.
Copyright
International
Business
Machines
Corporation
2002,
2004.
All
rights
reserved.
US
Government
Users
Restricted
Rights
Use,
duplication
or
disclosure
restricted
by
GSA
ADP
Schedule
Contract
with
IBM
Corp.
-
Contents
Preface
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. v
Who
should
read
this
guide
.
.
.
.
.
.
.
.
. v
Publications
.
.
.
.
.
.
.
.
.
.
.
.
.
. vi
IBM
Tivoli
Service
Level
Advisor
library
.
.
.
. vi
IBM
DB2
Universal
Database
Enterprise
Edition
library
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. vii
Tivoli
Data
Warehouse
library
.
.
.
.
.
.
. vii
Warehouse
Packs
.
.
.
.
.
.
.
.
.
.
. viii
IBM
WebSphere
Application
Server
library
.
. viii
SLM
Administrative
Console
Information
.
.
. viii
Related
publications
.
.
.
.
.
.
.
.
.
. viii
Accessing
Publications
Online
.
.
.
.
.
.
.
. viii
Ordering
publications
.
.
.
.
.
.
.
.
.
.
. ix
Accessibility
.
.
.
.
.
.
.
.
.
.
.
.
.
. ix
Tivoli
technical
training
.
.
.
.
.
.
.
.
.
. ix
Contacting
IBM
Software
Support
.
.
.
.
.
.
. ix
Determine
the
business
impact
of
your
problem
. x
Describe
your
problem
and
gather
background
information
.
.
.
.
.
.
.
.
.
.
.
.
.
. x
Submit
your
problem
to
IBM
Software
Support
.
. x
Searching
knowledge
bases
.
.
.
.
.
.
.
. xi
Obtaining
fixes
.
.
.
.
.
.
.
.
.
.
.
. xi
Updating
support
information
.
.
.
.
.
.
. xii
Participating
in
newsgroups
.
.
.
.
.
.
.
. xiii
Conventions
used
in
this
guide
.
.
.
.
.
.
. xiii
Typeface
conventions
.
.
.
.
.
.
.
.
.
. xiv
Operating
system-dependent
variables
and
paths
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. xiv
Chapter
1.
Introduction
.
.
.
.
.
.
.
. 1
The
Service
Level
Management
Environment
.
.
. 1
Managing
Levels
of
Service
.
.
.
.
.
.
.
. 2
Event
Notification
.
.
.
.
.
.
.
.
.
.
. 3
Reporting
Evaluation
and
Analysis
Results
.
.
. 3
Starting
the
SLM
Administrative
Console
.
.
.
.
. 4
Layout
of
the
SLM
Administrative
Console
.
.
.
. 5
Accessibility
Features
of
the
SLM
Administrative
Console
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 8
Chapter
2.
Overview
of
the
SLA
Process
.
.
.
.
.
.
.
.
.
.
.
.
.
. 11
The
SLA
Process
Flow
.
.
.
.
.
.
.
.
.
.
. 11
Step
1.
Enabling
Source
Application
Data
.
.
.
. 12
Step
2.
Obtaining
Measurement
and
Resource
Type
Information
.
.
.
.
.
.
.
.
.
.
.
.
.
. 13
Step
3.
Creating
Offerings
.
.
.
.
.
.
.
.
. 13
Step
4.
Creating
Service
Level
Agreements
.
.
.
. 15
Step
5.
Getting
Measurement
Data
for
Evaluation
. 16
Step
6.
Evaluating
Data
for
Violations
and
Trends
17
Step
7.
Notification
of
Service
Level
Violations
and
Trends
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 17
Step
8.
Accessing
Web-Based
SLA
Reports
.
.
.
. 17
Chapter
3.
Creating
and
Managing
Schedules
.
.
.
.
.
.
.
.
.
.
.
.
. 19
Rules
for
Business
and
Auxiliary
Schedules
.
.
.
. 20
Creating
Auxiliary
Schedules
.
.
.
.
.
.
.
. 20
Creating
Business
Schedules
.
.
.
.
.
.
.
.
. 22
Creating
Periods
.
.
.
.
.
.
.
.
.
.
.
.
. 23
Defining
Schedule
States
.
.
.
.
.
.
.
.
. 26
Specifying
Time
Zones
.
.
.
.
.
.
.
.
.
. 27
Defining
Period
Frequency
.
.
.
.
.
.
.
. 29
Managing
Overlapping
Periods
.
.
.
.
.
.
. 29
Customizing
Schedule
Preferences
.
.
.
.
.
.
. 31
Changing
Schedule
State
Names
.
.
.
.
.
. 31
Customizing
Your
Fiscal
Quarter
and
Year
.
.
. 32
Defining
Compatible
Schedules
.
.
.
.
.
.
.
. 34
Adding
a
Period
for
a
Single
Future
Date
.
.
.
. 34
Managing
Schedules
.
.
.
.
.
.
.
.
.
.
. 35
Chapter
4.
Creating
and
Managing
Offerings
.
.
.
.
.
.
.
.
.
.
.
.
.
. 37
Creating
Offerings
.
.
.
.
.
.
.
.
.
.
.
. 38
Selecting
the
SLA
Type
.
.
.
.
.
.
.
.
. 39
Adding
Offering
Components
.
.
.
.
.
.
. 41
Configuring
Service
Level
Objectives
.
.
.
.
. 43
Publishing
the
Offering
.
.
.
.
.
.
.
.
. 50
Managing
Offerings
.
.
.
.
.
.
.
.
.
.
. 51
Chapter
5.
Creating
and
Managing
Realms
.
.
.
.
.
.
.
.
.
.
.
.
.
. 53
Creating
Realms
.
.
.
.
.
.
.
.
.
.
.
.
. 53
Managing
Realms
.
.
.
.
.
.
.
.
.
.
.
. 54
Chapter
6.
Creating
and
Managing
Customers
.
.
.
.
.
.
.
.
.
.
.
.
. 55
Creating
Customers
.
.
.
.
.
.
.
.
.
.
. 55
Managing
Customers
.
.
.
.
.
.
.
.
.
.
. 56
Chapter
7.
Creating
and
Managing
SLAs
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 57
Creating
SLAs
.
.
.
.
.
.
.
.
.
.
.
.
. 58
Submitting
the
SLA
.
.
.
.
.
.
.
.
.
.
. 60
Managing
SLAs
.
.
.
.
.
.
.
.
.
.
.
.
. 61
SLA
States
.
.
.
.
.
.
.
.
.
.
.
.
.
. 61
Deployment
States
.
.
.
.
.
.
.
.
.
.
. 62
Viewing
SLA
Details
.
.
.
.
.
.
.
.
.
. 63
Changing
SLAs
.
.
.
.
.
.
.
.
.
.
.
. 63
Canceling
an
SLA
.
.
.
.
.
.
.
.
.
.
. 64
Resubmitting
an
SLA
.
.
.
.
.
.
.
.
.
. 64
Deleting
an
SLA
.
.
.
.
.
.
.
.
.
.
.
. 64
Adding
Remarks
to
an
SLA
.
.
.
.
.
.
.
. 64
Replacing
a
Resource
.
.
.
.
.
.
.
.
.
.
. 65
Replacing
an
Offering
.
.
.
.
.
.
.
.
.
.
. 65
Managing
Violations
.
.
.
.
.
.
.
.
.
.
. 66
Copyright
IBM
Corp.
2002,
2004
iii
-
Chapter
8.
Evaluations
and
Trend
Analysis
.
.
.
.
.
.
.
.
.
.
.
.
.
. 67
Introducing
Metric
Evaluators
.
.
.
.
.
.
.
. 68
Retrying
an
Evaluation
.
.
.
.
.
.
.
.
.
. 68
Analyzing
Trends
.
.
.
.
.
.
.
.
.
.
.
. 69
Caution
Regarding
Trend
Tracking
Information
72
Evaluating
Historical
Data
.
.
.
.
.
.
.
.
. 72
Adjudicating
Evaluation
Results
.
.
.
.
.
.
. 73
Performing
Reevaluations
.
.
.
.
.
.
.
.
. 73
Unique
Evaluation
Examples
.
.
.
.
.
.
.
. 74
Receiving
more
violations
and
results
than
expected
.
.
.
.
.
.
.
.
.
.
.
.
.
. 74
Mixing
of
daily
and
hourly
evaluation
intervals
74
Trending
an
Imminent
Violation
.
.
.
.
.
. 75
Chapter
9.
Event
Escalation
and
Notification
.
.
.
.
.
.
.
.
.
.
.
.
. 77
E-Mail
Event
Notification
.
.
.
.
.
.
.
.
.
. 77
Including
HTML
Link
in
E-Mail
Event
Notification
.
.
.
.
.
.
.
.
.
.
.
.
. 78
Tivoli
Enterprise
Console
Event
Notification
.
.
. 79
SNMP
Trap
Event
Notification
.
.
.
.
.
.
.
. 79
Application
Event
Escalation
.
.
.
.
.
.
.
. 80
Escalating
Messages
.
.
.
.
.
.
.
.
.
.
. 80
Appendix
A.
Introducing
Metric
Evaluators
.
.
.
.
.
.
.
.
.
.
.
.
. 81
Availability
.
.
.
.
.
.
.
.
.
.
.
.
.
. 81
Percent
of
Time
in
State
.
.
.
.
.
.
.
.
. 81
State
Transitions
.
.
.
.
.
.
.
.
.
.
.
. 82
Transaction
Availability
.
.
.
.
.
.
.
.
. 83
Performance
.
.
.
.
.
.
.
.
.
.
.
.
.
. 84
Weighted
Average
Performance
.
.
.
.
.
.
. 84
Total
Performance
.
.
.
.
.
.
.
.
.
.
. 85
Utilization
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 85
Incident
and
Change
Metrics
.
.
.
.
.
.
.
. 86
Counts
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 86
Percentages
.
.
.
.
.
.
.
.
.
.
.
.
. 87
Time
in
State
.
.
.
.
.
.
.
.
.
.
.
.
. 88
Time
to
State
.
.
.
.
.
.
.
.
.
.
.
.
. 88
Business
Schedule
Considerations
.
.
.
.
.
. 89
Appendix
B.
Validating
Data
Points
Using
Metric
Evaluators
.
.
.
.
.
.
. 91
Metric
Evaluator
Type
A
-
Min/Max/Avg
.
.
.
. 91
Metric
Evaluator
Type
A
-
Transaction
Success
.
.
. 92
Metric
Evaluator
Type
B
-
Total
.
.
.
.
.
.
.
. 93
Metric
Evaluator
Type
B1
and
B2
-
Problem
Management
.
.
.
.
.
.
.
.
.
.
.
.
.
. 93
Metric
Evaluator
Type
C
-
Availability
.
.
.
.
. 94
Appendix
C.
Creating
SLM
Objects
Using
CLI
Commands
.
.
.
.
.
.
.
. 95
Modifying
Properties
to
Create
New
SLM
Objects
96
Modifying
Properties
for
Realms
.
.
.
.
.
. 97
Modifying
Properties
for
Customers
.
.
.
.
. 97
Modifying
Properties
for
Schedules
.
.
.
.
. 98
Modifying
Properties
for
Offerings
.
.
.
.
. 102
Modifying
Properties
for
SLAs
.
.
.
.
.
. 110
Example:
Creating
a
Realm
.
.
.
.
.
.
.
.
. 113
Example:
Creating
a
Customer
.
.
.
.
.
.
. 116
Appendix
D.
Sample
SLM
Object
Properties
Files
.
.
.
.
.
.
.
.
.
. 117
Sample
Properties
File
for
a
Realm
.
.
.
.
.
. 117
Sample
Properties
File
for
a
Customer
.
.
.
.
. 117
Sample
Properties
File
for
a
Schedule
.
.
.
.
. 118
Sample
Properties
File
for
an
Offering
.
.
.
.
. 121
Sample
Properties
File
for
an
SLA
.
.
.
.
.
. 125
Appendix
E.
Notices
.
.
.
.
.
.
.
. 129
Trademarks
.
.
.
.
.
.
.
.
.
.
.
.
.
. 131
Index
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 133
iv
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
-
Preface
Managing
Service
Level
Agreements
provides
information
on
the
tasks
required
to
create
and
manage
the
components
that
make
up
a
service
level
agreement
(SLA)
using
IBM
Tivoli
Service
Level
Advisor,
including
schedules,
offerings,
customers,
realms,
and
resources,
and
managing
violations
and
trends
toward
future
violations
that
are
reported
against
agreed
upon
levels
of
service.
This
document
assumes
that
IBM
Tivoli
Service
Level
Advisor
and
its
prerequisite
software
has
already
been
successfully
installed
and
configured
for
your
enterprise
environment,
and
that
your
enterprise
environment
currently
collects
and
measures
performance
and
availability
data
and
stores
that
data
using
Tivoli
Data
Warehouse.
For
more
information
on
the
installation
of
IBM
Tivoli
Service
Level
Advisor,
see
the
installation
document
titled,
Getting
Started.
Who
should
read
this
guide
This
document
is
written
for
administrators
and
designated
specialists
in
your
organization
whose
responsibilities
include
creating
and
managing
multiple
levels
of
service
offerings,
as
well
as
those
responsible
for
negotiating
and
establishing
service
level
agreements
for
customers
and
consumers
of
services
provided
by
your
enterprise
environment.
You
should
be
familiar
with
the
service
level
management
(SLM)
needs
of
your
organization,
as
well
as
the
the
business
objectives
associated
with
Tivolis
SLM
solution.
There
should
be
someone
in
your
organization
who
is
designated
as
an
SLM
Administrator.
This
role
is
responsible
for
configuring
and
maintaining
the
service
level
management
environment,
creating
and
maintaining
user
IDs
for
access
to
IBM
Tivoli
Service
Level
Advisor,
as
well
as
day
to
day
operations,
such
as
backup
and
restore
of
databases
and
the
software.
The
SLM
Administrator
also
works
with
a
database
administrator
to
make
sure
databases
are
created
and
configured
correctly,
and
that
data
transfers
are
scheduled
to
occur
on
a
regular
basis
to
write
the
collected
performance
and
availability
data
to
the
central
data
warehouse
database
component
of
Tivoli
Data
Warehouse.
You
might
need
to
consult
your
SLM
Administrator
for
assistance
in
the
following
areas:
v
Access
to
the
SLM
Administrative
Console,
the
Web
based
user
interface
where
you
create
and
manage
service
level
offerings
and
SLAs.
The
SLM
Administrator
must
create
user
IDs
and
passwords
for
you
to
have
access
to
the
various
tasks
available.
Your
designated
role
as
an
Offering
Specialist,
an
SLA
Specialist,
or
an
SLA
Adjudicator
is
assigned
certain
tasks
that
you
are
authorized
to
perform.
v
Problems
with
connecting
to
databases
in
your
enterprise
environment
v
Information
on
when
data
is
scheduled
to
be
transferred
into
Tivoli
Data
Warehouse
as
well
as
from
Tivoli
Data
Warehouse
and
into
the
local
databases
for
use
by
IBM
Tivoli
Service
Level
Advisor.
v
Operating
in
the
OS/390
environment,
if
you
have
IBM
Tivoli
Service
Level
Advisor
databases
created
and
maintained
on
an
OS/390
platform
v
Knowledge
of
which
source
applications
are
available
in
your
enterprise
environment,
and
what
data
they
are
configured
to
collect
and
write
to
the
Copyright
IBM
Corp.
2002,
2004
v
-
central
data
warehouse.
This
information
affects
the
types
of
data
and
the
resources
for
which
you
can
develop
levels
of
service
and
SLAs.
v
Security
access
to
IBM
WebSphere
Application
Server,
which
is
used
in
support
of
the
SLM
Administrative
Console
interface.
Your
SLM
Administrator
should
be
responsible
for
making
sure
the
server
is
installed,
configured,
and
started
for
use
with
IBM
Tivoli
Service
Level
Advisor.
In
general
this
document,
combined
with
the
online
user
assistance
provided
by
the
Task
Assistant
function
of
IBM
Tivoli
Service
Level
Advisor
as
part
of
the
SLM
Administrative
Console,
should
be
your
primary
resource
for
information
on
creating
and
managing
service
level
offerings
and
SLAs.
Other
documentation
available
in
the
library
is
described
below.
Publications
This
section
lists
publications
in
the
IBM
Tivoli
Service
Level
Advisor
library
and
related
documents.
It
also
describes
how
to
access
Tivoli
publications
online,
and
how
to
order
Tivoli
publications.
IBM
Tivoli
Service
Level
Advisor
library
Product
information
for
using
IBM
Tivoli
Service
Level
Advisor
is
found
in
the
/tsladocs
directory
on
the
IBM
Tivoli
Service
Level
Advisor
Documentation
CD,
in
PDF
and
HTML
formats.
Inserting
the
Documentation
CD
on
Windows
automatically
launches
the
Tivoli
Software
Information
Center,
enbling
you
to
select
any
of
the
available
documentation.
The
following
documents
are
available
in
the
IBM
Tivoli
Service
Level
Advisor
library:
v
A
short
Read
Me
First
document
that
provides
a
starting
point
to
help
you
become
oriented
with
the
set
of
IBM
and
Tivoli
products
that
support
Tivolis
overall
SLM
Solution,
and
some
quick
instructions
on
what
documentation
to
refer
to
as
you
begin
your
installation
of
IBM
Tivoli
Service
Level
Advisor
and
its
supporting
applications.
v
Release
Notes,
SC09-7777
This
document
provides
late-breaking
information,
such
as
problems
and
workarounds,
and
patch
availability.
v
Getting
Started,
SC32-0834
This
document
introduces
you
to
IBM
Tivoli
Service
Level
Advisor
and
provides
information
about
planning,
installing,
and
configuring
IBM
Tivoli
Service
Level
Advisor
to
run
in
your
Tivoli
enterprise
environment.
v
Managing
Service
Level
Agreements,
SC32-1247
This
document
provides
information
about
creating
and
managing
schedules,
offerings,
customers,
and
realms,
and
associating
these
elements
with
selected
resources
in
your
enterprise
environment
to
develop
service
level
agreements
(SLAs)
between
your
organization
and
customers
who
depend
on
your
enterprise
for
agreed
upon
levels
of
service.
This
document
is
designed
to
be
used
by
administrators,
service
offering
specialists,
and
service
level
agreement
specialists
who
are
responsible
for
creating
and
managing
SLAs.
v
SLM
Reports,
SC32-1248
This
document
provides
information
about
generating
and
viewing
Web-based
SLM
reports
for
IBM
Tivoli
Service
Level
Advisor,
based
on
the
evaluation
and
trend
analysis
results
of
the
data
that
is
extracted
from
the
Tivoli
Data
Warehouse
database.
Additional
information
is
provided
to
enable
you
or
your
vi
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
-
customer
to
integrate
SLM
reports
into
the
customer
Web
site,
including
examples
of
how
you
can
customize
various
display
features.
v
Administrators
Guide,
SC32-0835
This
document
provides
information
about
the
administrative
tasks
you
can
perform
using
IBM
Tivoli
Service
Level
Advisor
to
track
and
manage
service
level
agreements
(SLAs)
between
your
organization
and
customers
who
depend
on
your
enterprise
for
agreed
upon
levels
of
service.
v
Command
Reference,
SC32-0833
This
document
provides
information
on
command
line
interface
(CLI)
commands
available
for
displaying
certain
conditions
and
states
inside
IBM
Tivoli
Service
Level
Advisor,
and
for
performing
various
configuration
tasks
using
the
scmd
command.
v
Messages,
SC32-1250
This
document
provides
information
on
messages
that
might
be
displayed
while
using
the
IBM
Tivoli
Service
Level
Advisor
product.
It
provides
additional
explanations
for
messages
and
instructions
on
what
to
do
to
recover
from
errors.
v
Troubleshooting,
SC32-1249
This
document
provides
information
on
resolving
problems
that
you
might
encounter
during
installation
and
configuration,
as
well
as
resolving
administrative
problems
that
might
arise
during
normal
operation
of
the
product.
Information
about
message
and
trace
logging
is
also
provided.
v
Online
user
assistance
for
IBM
Tivoli
Service
Level
Advisor
The
online
user
assistance
provides
integrated
online
help
topics
for
all
IBM
Tivoli
Service
Level
Advisor
administrative
tasks
that
are
performed
using
the
SLM
Administration
Console.
Online
user
assistance
is
displayed
in
the
Task
Assistant
portion
of
the
SLM
Administration
Console.
Specific
information
about
performing
IBM
Tivoli
Service
Level
Advisor
tasks
is
documented
only
in
this
online
user
assistance.
When
new
products
are
installed
that
run
in
the
SLM
Administration
Console,
corresponding
online
help
topics
are
also
installed
and
integrated
into
the
existing
information
base.
In
addition,
refer
to
the
following
IBM
Tivoli
Service
Level
Advisor
Web
site
for
support
information
and
software
updates
on
IBM
Tivoli
Service
Level
Advisor
and
supported
warehouse
packs
and
downloadable
interim
fix
software:
www.ibm.com/software/sysmgmt/products/support/IBMTivoliServiceLevelAdvisor.html
IBM
DB2
Universal
Database
Enterprise
Edition
library
The
publications
required
to
support
IBM
DB2
are
available
on
the
IBM
DB2
Universal
Database
Enterprise
Edition
CD,
or
from
this
IBM
Web
site:
http://www.ibm.com/software/data/db2/udb
Tivoli
Data
Warehouse
library
IBM
Tivoli
Service
Level
Advisor
requires
Tivoli
Data
Warehouse
to
be
installed
in
your
enterprise,
to
serve
as
the
data
repository
for
Tivoli
performance
and
availability
monitoring
applications
that
provide
data
for
service
level
management.
See
the
following
documentation
on
the
Tivoli
Data
Warehouse
Documentation
CD
included
with
IBM
Tivoli
Service
Level
Advisor:
v
Installing
and
Configuring
Tivoli
Data
Warehouse
v
Enabling
an
Application
for
Tivoli
Data
Warehouse
v
Tivoli
Data
Warehouse
Release
Notes
Preface
vii
http://www.ibm.com/software/sysmgmt/products/support/IBMTivoliServiceLevelAdvisor.htmlhttp://www.ibm.com/software/data/db2/udb
-
Warehouse
Packs
Warehouse
packs
are
the
interfaces
that
load
and
transform
data
collected
by
source
applications
into
Tivoli
Data
Warehouse,
and
from
Tivoli
Data
Warehouse
to
other
target
applications
that
use
the
data
to
generate
reports
and
perform
analyses.
Refer
to
the
Release
Notes
for
IBM
Tivoli
Service
Level
Advisor
for
the
online
location
of
the
latest
warehouse
pack
information.
IBM
WebSphere
Application
Server
library
IBM
Tivoli
Service
Level
Advisor
uses
IBM
WebSphere
Application
Server
as
the
basis
for
the
SLM
Administration
Server
and
SLM
Reports
functions.
Getting
Started
provides
introductory
information
on
installing
IBM
WebSphere
Application
Server
and
integrating
it
with
IBM
Tivoli
Service
Level
Advisor.
See
the
official
documentation
provided
on
the
IBM
WebSphere
Application
Server
product
media
included
with
IBM
Tivoli
Service
Level
Advisor
for
additional
information,
and
also
refer
to
the
latest
IBM
WebSphere
Application
Server
product
information
online
at
the
following
Web
site:
http://www.ibm.com/software/webservers/appserv/was/library
SLM
Administrative
Console
Information
IBM
Tivoli
Service
Level
Advisor
provides
the
SLM
Administrative
Console,
a
Web-based
Administration
Server
graphical
user
interface
(GUI)
that
runs
in
the
IBM
WebSphere
environment,
from
which
you
can
create
and
manage
schedules,
offerings,
customers,
realms,
and
SLAs.
Information
on
the
use
of
the
SLM
Administrative
Console
is
available
elsewhere
in
this
document.
User
assistance
for
the
SLM
Administrative
Console
is
available
as
part
of
its
Task
Assistant
online
help
function.
Related
publications
The
following
documents
also
provide
useful
information:
The
Tivoli
Software
Glossary
includes
definitions
for
many
of
the
technical
terms
related
to
Tivoli
software.
The
Tivoli
Software
Glossary
is
available,
in
English
only,
at
the
following
Web
site:
http://publib.boulder.ibm.com/tividd/glossary/termsmst04.htm
Access
the
glossary
by
clicking
the
Glossary
link
on
the
left
pane
of
the
Tivoli
software
library
window.
Accessing
Publications
Online
In
addition
to
the
Documentation
CD
that
is
shipped
with
IBM
Tivoli
Service
Level
Advisor,
you
can
also
access
these
publications
online.
IBM
posts
publications
for
this
and
all
other
Tivoli
products,
as
they
become
available
and
whenever
they
are
updated,
to
the
Tivoli
software
information
center
Web
site.
Access
the
Tivoli
software
information
center
by
first
going
to
the
Tivoli
software
library
at
the
following
Web
address:
http://www.ibm.com/software/tivoli/library
Scroll
down
and
click
the
Product
manuals
link.
In
the
Tivoli
Technical
Product
Documents
Alphabetical
Listing
window,
click
the
IBM
Tivoli
Service
Level
Advisor
link
to
access
the
product
library
at
the
Tivoli
software
information
center.
viii
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
http://www.ibm.com/software/webservers/appserv/was/libraryhttp://publib.boulder.ibm.com/tividd/glossary/termsmst04.htmhttp://www.ibm.com/software/tivoli/library/
-
Note:
If
you
print
PDF
documents
on
other
than
letter-sized
paper,
set
the
option
in
the
File
>
Print
window
that
allows
Adobe
Reader
to
print
letter-sized
pages
on
your
local
paper.
Ordering
publications
You
can
order
many
Tivoli
publications
online
at
the
following
Web
site:
www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi
You
can
also
order
by
telephone
by
calling
one
of
these
numbers:
v
In
the
United
States:
800-879-2755
v
In
Canada:
800-426-4968
In
other
countries,
see
the
following
Web
site
for
a
list
of
telephone
numbers:
http://www.ibm.com/software/tivoli/order-lit/
Accessibility
Accessibility
features
help
users
with
a
physical
disability,
such
as
restricted
mobility
or
limited
vision,
to
use
software
products
successfully.
With
this
product,
you
can
use
assistive
technologies
to
hear
and
navigate
the
interface.You
can
also
use
the
keyboard
instead
of
the
mouse
to
operate
all
features
of
the
graphical
user
interface.
For
additional
information,
see
Accessibility
Features
of
the
SLM
Administrative
Console
on
page
8.
Tivoli
technical
training
For
Tivoli
technical
training
information,
refer
to
the
following
IBM
Tivoli
Education
Web
site:
http://www.ibm.com/software/tivoli/education
Contacting
IBM
Software
Support
IBM
Software
Support
provides
assistance
with
product
defects.
Before
contacting
IBM
Software
Support,
your
company
must
have
an
active
IBM
software
maintenance
contract,
and
you
must
be
authorized
to
submit
problems
to
IBM.
The
type
of
software
maintenance
contract
that
you
need
depends
on
the
type
of
product
you
have:
v
For
IBM
distributed
software
products
(including,
but
not
limited
to,
Tivoli,
Lotus,
and
Rational
products,
as
well
as
DB2
and
WebSphere
products
that
run
on
Windows
or
UNIX
operating
systems),
enroll
in
Passport
Advantage
in
one
of
the
following
ways:
Online:
Go
to
the
Passport
Advantage
Web
page
and
click
How
to
Enroll:
www.lotus.com/services/passport.nsf/WebDocs/Passport_Advantage_Home
By
phone:
For
the
phone
number
to
call
in
your
country,
go
to
the
IBM
Software
Support
Web
site
and
click
the
name
of
your
geographic
region:
http://techsupport.services.ibm.com/guides/contacts.html
v
For
IBM
eServer
software
products
(including,
but
not
limited
to,
DB2
and
WebSphere
products
that
run
in
zSeries,
pSeries,
and
iSeries
environments),
you
can
purchase
a
software
maintenance
agreement
by
working
directly
with
Preface
ix
http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgihttp://www.ibm.com/software/tivoli/order-lit/http://www.ibm.com/software/tivoli/educationhttp://www.lotus.com/services/passport.nsf/WebDocs/Passport_Advantage_Homehttp://techsupport.services.ibm.com/guides/contacts.html
-
an
IBM
sales
representative
or
an
IBM
Business
Partner.
For
more
information
about
support
for
eServer
software
products,
go
to
the
IBM
Technical
Support
Advantage
Web
page:
http://www.ibm.com/servers/eserver/techsupport.html
If
you
are
not
sure
what
type
of
software
maintenance
contract
you
need,
call
1-800-IBMSERV
(1-800-426-7378)
in
the
United
States
or,
from
other
countries,
go
to
the
contacts
page
of
the
IBM
Software
Support
Handbook
on
the
Web
and
click
the
name
of
your
geographic
region
for
phone
numbers
of
people
who
provide
support
for
your
location:
http://techsupport.services.ibm.com/guides/contacts.html
Follow
the
steps
in
this
topic
to
contact
IBM
Software
Support:
1.
Determine
the
business
impact
of
your
problem.
2.
Describe
your
problem
and
gather
background
information.
3.
Submit
your
problem
to
IBM
Software
Support.
Determine
the
business
impact
of
your
problem
When
you
report
a
problem
to
IBM,
you
are
asked
to
supply
a
severity
level.
Therefore,
you
need
to
understand
and
assess
the
business
impact
of
the
problem
you
are
reporting.
Use
the
following
criteria:
Severity
1
Critical
business
impact:
You
are
unable
to
use
the
program,
resulting
in
a
critical
impact
on
operations.
This
condition
requires
an
immediate
solution.
Severity
2
Significant
business
impact:
The
program
is
usable
but
is
severely
limited.
Severity
3
Some
business
impact:
The
program
is
usable
with
less
significant
features
(not
critical
to
operations)
unavailable.
Severity
4
Minimal
business
impact:
The
problem
causes
little
impact
on
operations,
or
a
reasonable
circumvention
to
the
problem
is
implemented.
Describe
your
problem
and
gather
background
information
When
explaining
a
problem
to
IBM,
be
as
specific
as
possible.
Include
all
relevant
background
information
so
that
IBM
Software
Support
specialists
can
help
you
solve
the
problem
efficiently.
To
save
time,
know
the
answers
to
these
questions:
v
What
software
versions
were
you
running
when
the
problem
occurred?
v
Do
you
have
logs,
traces,
and
messages
that
are
related
to
the
problem
symptoms?
IBM
Software
Support
is
likely
to
ask
for
this
information.
v
Can
the
problem
be
recreated?
If
so,
what
steps
led
to
the
failure?
v
Have
any
changes
been
made
to
the
system?
(For
example,
hardware,
operating
system,
networking
software,
and
so
on.)
v
Are
you
currently
using
a
workaround
for
this
problem?
If
so,
please
be
prepared
to
explain
it
when
you
report
the
problem.
Submit
your
problem
to
IBM
Software
Support
You
can
submit
your
problem
in
one
of
two
ways:
v
Online:
Go
to
the
Submit
and
track
problems
page
on
the
IBM
Software
Support
site:
http://www.ibm.com/software/support/probsub.html
x
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
http://www.ibm.com/servers/eserver/techsupport.htmlhttp://techsupport.services.ibm.com/guides/contacts.htmlhttp://www.ibm.com/software/support/probsub.html
-
Enter
your
information
into
the
appropriate
problem
submission
tool.
v
Do
you
have
logs,
traces,
and
messages
that
are
related
to
the
problem
symptoms?
IBM
Software
Support
is
likely
to
ask
for
this
information.
v
Can
the
problem
be
recreated?
If
so,
what
steps
led
to
the
failure?
v
Have
any
changes
been
made
to
the
system?
(For
example,
hardware,
operating
system,
networking
software,
and
so
on.)
v
Are
you
currently
using
a
workaround
for
this
problem?
If
so,
please
be
prepared
to
explain
it
when
you
report
the
problem.
If
the
problem
you
submit
is
for
a
software
defect
or
for
missing
or
inaccurate
documentation,
IBM
Software
Support
creates
an
Authorized
Program
Analysis
Report
(APAR).
The
APAR
describes
the
problem
in
detail.
Whenever
possible,
IBM
Software
Support
provides
a
workaround
for
you
to
implement
until
the
APAR
is
resolved
and
a
fix
is
delivered.
IBM
publishes
resolved
APARs
on
the
IBM
product
support
Web
pages
daily,
so
that
other
users
who
experience
the
same
problem
can
benefit
from
the
same
resolutions.
For
more
information
about
problem
resolution,
see
Searching
knowledge
bases
and
Obtaining
fixes.
Searching
knowledge
bases
If
you
have
a
problem
with
your
IBM
software,
you
want
it
resolved
quickly.
Begin
by
searching
the
available
knowledge
bases
to
determine
whether
the
resolution
to
your
problem
is
already
documented.
Search
the
information
center
on
your
local
system
or
network
IBM
provides
extensive
documentation
that
can
be
installed
on
your
local
machine
or
on
an
intranet
server.
You
can
use
the
search
function
of
this
information
center
to
query
conceptual
information,
instructions
for
completing
tasks,
reference
information,
and
support
documents.
Tip:
Update
your
information
center
with
the
latest
support
information.
Search
the
Internet
If
you
cannot
find
an
answer
to
your
question
in
the
information
center,
search
the
Internet
for
the
latest,
most
complete
information
that
might
help
you
resolve
your
problem.
To
search
multiple
Internet
resources
for
your
product,
expand
the
product
folder
in
the
navigation
frame
to
the
left
and
select
Support
on
the
Web.
From
this
topic,
you
can
search
a
variety
of
resources
including:
v
IBM
technotes
v
IBM
downloads
v
IBM
Redbooks
v
IBM
DeveloperWorks
v
Forums
and
newsgroups
v
Google
Obtaining
fixes
A
product
fix
might
be
available
to
resolve
your
problem.
You
can
determine
what
fixes
are
available
for
your
IBM
software
product
by
checking
the
product
support
Web
site:
1.
Go
to
the
IBM
Software
Support
Web
site:
http://www.ibm.com/software/support
Preface
xi
http://www.ibm.com/software/support
-
2.
Under
Products
A
-
Z,
select
your
product
name.
This
opens
a
product-specific
support
site.
3.
Under
Self
help,
follow
the
link
to
All
Updates,
where
you
find
a
list
of
fixes,
fix
packs,
and
other
service
updates
for
your
product.
For
tips
on
refining
your
search,
click
Search
tips.
4.
Click
the
name
of
a
fix
to
read
the
description
and
optionally
download
the
fix.
To
receive
weekly
e-mail
notifications
about
fixes
and
other
news
about
IBM
products,
follow
these
steps:
1.
From
the
support
page
for
any
IBM
product,
click
My
support
in
the
upper-right
corner
of
the
page.
2.
If
you
have
already
registered,
skip
to
the
next
step.
If
you
have
not
registered,
click
register
in
the
upper-right
corner
of
the
support
page
to
establish
your
user
ID
and
password.
3.
Sign
in
to
My
support.
4.
On
the
My
support
page,
click
Edit
profiles
in
the
left
navigation
pane,
and
scroll
to
Select
Mail
Preferences.
Select
a
product
family
and
check
the
appropriate
boxes
for
the
type
of
information
you
want.
5.
Click
Submit.
6.
For
e-mail
notification
for
other
products,
repeat
Steps
4
and
5.
For
more
information
about
types
of
fixes,
see
the
Software
Support
Handbook:
http://techsupport.services.ibm.com/guides/handbook.html
Updating
support
information
Information
centers
typically
include
one
or
more
support
information
plug-ins.
These
plug-ins
add
IBM
technotes
and
other
support
documents
to
the
information
center.
The
following
steps
describe
how
to
update
your
support
information
plug-ins:
1.
Go
to
the
IBM
Software
Support
Web
site:
www.ibm.com/software/support
2.
Under
Products
A
-
Z,
select
your
product
name.
This
opens
a
product-specific
support
site.
3.
Under
Search
support
for
this
product,
type
the
keyword
phrase:
com.ibm.support.
Click
the
Download
check
box,
and
click
Submit.
4.
Check
the
search
results
for
updates
to
support
information
plug-ins.
All
support
information
plug-ins
follow
the
naming
convention,
com.ibm.support.product.doc.
If
an
update
is
available,
select
it
from
the
list
and
view
the
download
instructions.
5.
Save
the
attached
zip
file
to
a
temporary
location
on
your
hard
drive.
6.
Unzip
the
downloaded
file,
making
sure
that
you
retain
the
subfolders.
7.
From
the
location
where
you
unzipped
the
file,
copy
the
support
information
plug-in
folder
to
your
Eclipse
plug-ins
folder.
For
example,
if
your
IBM
software
product
is
installed
at
c:\IBM\WebSphere\,
copy
the
updated
plug-in
folder
(com.ibm.support.product.doc)
to
c:\IBM\WebSphere\eclipse\plugins.
8.
To
see
the
updated
support
information,
start
the
information
center
(or
shut
it
down
and
restart
it),
and
expand
the
Support
information
node
in
the
navigation
tree.
xii
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
http://techsupport.services.ibm.com/guides/handbook.htmlhttp://www.ibm.com/software/support
-
Participating
in
newsgroups
User
groups
provide
software
professionals
with
a
forum
for
communicating
ideas,
technical
expertise,
and
experiences
related
to
the
product.
They
are
located
on
the
Internet,
and
are
available
using
standard
news
reader
programs.
These
groups
are
primarily
intended
for
user-to-user
communication,
and
are
not
a
replacement
for
formal
support.
To
access
a
newsgroup
use
the
following
instructions.
If
you
use
Mozilla
as
your
browser:
1.
Open
a
Mozilla
browser
window.
2.
From
the
Edit
menu,
click
Preferences.
The
Preferences
window
is
displayed.
3.
In
the
Category
view,
click
Mail
&
Newsgroups
to
display
the
Mail
&
Newsgroups
settings.
4.
Select
the
Use
Mozilla
mail
as
the
default
mail
application
check
box.
5.
Click
OK.
6.
Close
your
Mozilla
browser
and
then
open
it
again.
7.
Cut
and
paste
the
newsgroup
address
of
a
product
into
the
browser
Address
field,
and
press
Enter
to
open
the
newsgroup.
If
you
use
Microsoft
Internet
Explorer
as
your
browser:
1.
Open
an
Internet
Explorer
browser.
2.
From
the
Tools
menu,
click
Internet
Options.
3.
On
the
Internet
Options
window,
click
the
Programs
tab.
4.
In
the
Newsgroups
list,
click
the
Down
Arrow
and
then
click
Outlook
Express.
5.
Click
OK.
6.
Close
your
Internet
Explorer
browser
and
then
open
it
again.
7.
Cut
and
paste
the
newsgroup
address
of
a
product
into
the
browser
Address
field,
and
press
Enter
to
open
the
newsgroup.
You
can
find
information
on
Tivoli
Data
Warehouse
by
accessing
the
following
newsgroup:
news://news.software.ibm.com/ibm.software.tivoli.enterprise-data-warehouse
You
can
find
information
on
IBM
Tivoli
Service
Level
Advisor
by
accessing
the
following
newsgroup:
news://news.software.ibm.com/ibm.software.tivoli.service-level-advisor
You
can
find
information
on
IBM
DB2
by
accessing
the
following
newsgroup:
news://news.software.ibm.com/ibm.software.db2
You
can
find
information
on
IBM
WebSphere
Application
Server
by
accessing
the
following
newsgroup:
news://news.software.ibm.com/ibm.software.websphere.application-server
Conventions
used
in
this
guide
This
guide
uses
several
conventions
for
special
terms
and
actions,
operating
system-dependent
commands
and
paths,
and
margin
graphics.
Preface
xiii
news://news.software.ibm.com/ibm.software.tivoli.enterprise-data-warehousenews://news.software.ibm.com/ibm.software.tivoli.service-level-advisornews://news.software.ibm.com/ibm.software.db2news://news.software.ibm.com/ibm.software.websphere.application-server
-
Typeface
conventions
This
guide
uses
the
following
typeface
conventions:
Bold
v
Lowercase
commands
and
mixed
case
commands
that
are
otherwise
difficult
to
distinguish
from
surrounding
text
v
Interface
controls
(check
boxes,
push
buttons,
radio
buttons,
spin
buttons,
fields,
folders,
icons,
list
boxes,
items
inside
list
boxes,
multicolumn
lists,
containers,
menu
choices,
menu
names,
tabs,
property
sheets),
labels
(such
as
Tip:,
and
Operating
system
considerations:)
v
Keywords
and
parameters
in
text
Italic
v
Citations
(titles
of
books,
diskettes,
and
CDs)
v
Words
defined
in
text
v
Emphasis
of
words
(words
as
words)
v
New
terms
in
text
(except
in
a
definition
list)
v
Variables
and
values
you
must
provide
Monospace
v
Examples
and
code
examples
v
File
names,
programming
keywords,
and
other
elements
that
are
difficult
to
distinguish
from
surrounding
text
v
Message
text
and
prompts
addressed
to
the
user
v
Text
that
the
user
must
type
v
Values
for
arguments
or
command
options
Operating
system-dependent
variables
and
paths
This
guide
uses
the
UNIX
convention
for
specifying
environment
variables
and
for
directory
notation.
When
using
the
Windows
command
line,
replace
$variable
with
%
variable%
for
environment
variables
and
replace
each
forward
slash
(/)
with
a
backslash
(
\)
in
directory
paths.
The
names
of
environment
variables
are
not
always
the
same
in
Windows
and
UNIX.
For
example,
%TEMP%
in
Windows
is
equivalent
to
$tmp
in
UNIX.
Note:
If
you
are
using
the
bash
shell
on
a
Windows
system,
you
can
use
the
UNIX
conventions.
xiv
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
-
Chapter
1.
Introduction
This
document
describes
how
you
can
use
IBM
Tivoli
Service
Level
Advisor
to
create
and
manage
service
level
agreements
(SLAs)
between
your
enterprise
and
the
customers
who
use
the
services
that
you
provide.
Your
customers
depend
on
the
performance
and
availability
of
the
services
provided
by
your
enterprise
for
the
success
of
their
own
organization.
With
IBM
Tivoli
Service
Level
Advisor,
you
can
more
quickly
and
efficiently
obtain
information
to
help
you
manage
network
and
application
services.
This
enables
you
to
maintain
productivity
and
customer
satisfaction,
minimize
revenue
impact,
manage
costs,
and
improve
planning
by
assuring
offered
services.You
can
also
create
and
manage
SLAs
within
your
enterprise
that
enable
you
to
monitor
internal
levels
of
service
that
are
critical
to
guaranteeing
the
service
levels
agreed
upon
with
your
customers.
You
use
the
SLM
Administrative
Console
user
interface
of
IBM
Tivoli
Service
Level
Advisor
to
define
the
levels
of
service
and
make
them
available
as
offerings.
These
offerings
are
then
selected
and
associated
with
your
defined
customers
and
managed
resources
to
create
SLAs.
After
the
completed
SLA
is
submitted
to
IBM
Tivoli
Service
Level
Advisor,
the
performance
and
availability
measurements
that
are
collected
for
the
associated
managed
resources
are
obtained
from
Tivoli
Data
Warehouse
according
to
a
predefined
schedule.
This
data
is
then
analyzed
and
evaluated
for
violations
and
trends
toward
future
violations
of
the
agreed
upon
levels
of
service.
Notifications
of
violations
and
trends
are
sent
automatically,
and
reports
of
the
results
can
be
generated
and
viewed
using
a
Web
browser.
The
Service
Level
Management
Environment
IBM
Tivoli
Service
Level
Advisor
is
installed
in
your
enterprise
environment
as
part
of
an
overall
service
level
management
solution.
You
should
already
have
in
place
one
or
more
Tivoli
products
that
measure
and
monitor
performance
and
availability
of
resources
in
your
enterprise,
and
these
applications
should
already
be
enabled
and
configured
to
write
this
performance
and
availability
data
to
a
central
data
warehouse
as
provided
with
Tivoli
Data
Warehouse
(see
your
SLM
Administrator
for
more
information,
or
refer
to
the
Getting
Started
document
for
information
on
installing
and
configuring
Tivoli
Data
Warehouse
and
other
prerequisite
software).
The
service
level
management
capabilities
of
IBM
Tivoli
Service
Level
Advisor
complement
the
performance
and
availability
measurement
functions
of
Tivoli
products
that
write
data
to
the
central
data
warehouse,
such
as
the
following
applications:
v
IBM
Tivoli
Monitoring
v
IBM
Tivoli
Monitoring
for
Transaction
Performance
v
IBM
Tivoli
Business
Systems
Manager
v
IBM
Tivoli
Enterprise
Console
For
example,
IBM
Tivoli
Monitoring
for
Transaction
Performance
measures
the
response
time
of
a
Web
site,
breaking
a
service
into
associated
subapplications
that
complete
an
service
transaction.
This
response
time
data
is
collected
and
written
to
the
central
data
warehouse
on
a
regular
basis
as
scheduled
by
the
database
administrator,
and
IBM
Tivoli
Service
Level
Advisor
can
later
obtain
that
data
from
Copyright
IBM
Corp.
2002,
2004
1
-
the
central
data
warehouse
and
evaluate
it
for
conformance
to
the
service
level
agreement
that
is
established
for
the
acceptable
response
time
of
the
Web
site.
The
general
flow
of
monitor
data
from
source
applications
to
Tivoli
Data
Warehouse
and
then
on
to
IBM
Tivoli
Service
Level
Advisor
is
illustrated
in
Figure
1.
Figure
1
shows
how
multiple
source
applications
collect
and
store
their
data
in
their
local
databases,
which
are
then
written
to
the
Tivoli
Data
Warehouse
database.
This
takes
place
on
a
specific
time
interval,
for
example,
once
per
day
or
once
per
hour.
At
some
other
scheduled
time
interval,
data
of
interest
to
IBM
Tivoli
Service
Level
Advisor
is
sent
to
its
local
databases,
shown
in
Figure
1
as
the
SLM
Database
and
SLM
Measurement
Data
Mart
(see
Getting
Started
for
more
information
on
these
databases).
IBM
Tivoli
Service
Level
Advisor
evaluates
this
data
for
violations
and
trends
toward
violations
of
SLAs,
generates
reports
of
SLA
results,
and
sends
notifications
of
violations
or
trends
to
appropriate
support
personnel
or
supporting
applications.
Managing
Levels
of
Service
The
information
collected
by
performance
and
availability
monitoring
applications
is
used
by
IBM
Tivoli
Service
Level
Advisor
to
manage
against
SLAs
associated
with
your
enterprise
customer,
which
might
be
an
individual,
a
department,
or
a
division
in
your
organization.
Analysis
of
the
data
collected,
identification
of
trends
in
service
levels,
and
generated
reports
can
be
associated
with
a
specific
enterprise
customer.
You
can
manage
your
SLAs
by
completing
the
following
steps:
1.
Create
an
offering,
defining
the
service
level
objectives
(SLOs)
to
be
measured,
along
with
the
associated
schedules
used
to
determine
peak
hours,
standard
hours,
off
hours,
and
other
schedule
states.
See
Chapter
4,
Creating
and
Managing
Offerings,
on
page
37
for
more
information
about
this
step.
2.
Create
and
submit
a
service
level
agreement
(SLA),
that
specifies
the
customer
interested
in
the
SLA,
and
associate
that
customer
with
an
available
offering.
Figure
1.
IBM
Tivoli
Service
Level
Advisor
analyzes
performance
and
availability
data
from
multiple
source
applications
that
store
their
data
in
the
Tivoli
Data
Warehouse
database.
2
IBM
Tivoli
Service
Level
Advisor:
Managing
SLAs
-
Included
in
the
SLA
is
information
on
the
enterprise
resources
that
are
to
be
included
in
the
management
of
the
SLA.
Submitting
the
SLA
means
that
the
SLOs
in
the
offering
are
now
agreed
upon
by
the
offering
provider
and
by
the
customer.
This
agreement
is
the
SLA
that
is
analyzed
and
validated.
See
Chapter
7,
Creating
and
Managing
SLAs,
on
page
57
for
more
information
about
this
step.
Chapter
2,
Overview
of
the
SLA
Process,
on
page
11
provides
an
overview
of
the
process
for
creating
and
managing
your
SLAs.
Event
Notification
IBM
Tivoli
Service
Level
Advisor
automatically
creates
events
whenever
the
breach
values
for
the
specific
metrics
in
the
SLA
are
violated,
or
when
the
analysis
shows
a
trend
toward
a
violation.
IBM
Tivoli
Service
Level
Advisor
sends
an
SLA
event
to
the
appropriate
and
responsible
resources,
using
SNMP,
Tivoli
Enterprise
Console
events,
or
e-mail
as
the
notification
mechanism.
Event
notification
is
usually
configured
at
installation
time
(see
the
Getting
Started
document
for
details
on
configuring
for
event
notification),
but
can
be
configured
and
modified
at
any
time.
Consult
your
SLM
Administrator
or
refer
to
the
Administrators
Guide
and
Command
Reference
documents
for
related
information
about
configuring
for
event
notification.
Reporting
Evaluation
and
Analysis
Results
After
a
service
level
agreement
is
submitted,
IBM
Tivoli
Service
Level
Advisor
extracts
the
appropriate
data
from
the
central
data
warehouse
according
to
a
predetermined
schedule
and
evaluates
the
data
for
conformance
to
the
agreed
upon
levels
of
service
as
specified
in
the
SLA.
IBM
Tivoli
Service
Level
Advisor
analyzes
the
measurement
data
for
violations
or
trends
toward
future
violations,
and
stores
the
results
of
this
analysis
in
the
SLM
Database.
You
or
your
customers
can
view
Web-based
reports
of
this
evaluation
and
analysis
in
graphical
and
tabular
form.
These
reports
can
help
answer
the
following
questions:
v
What
level
of
service
is
being
achieved?
v
Are
the
agreements
being
met
or
violated?
v
Is
the
level
of
service
trending
toward
future
violations?
You
can
use
these
results
to
provide
executive
summaries,
aid
in
service
administration
and
planning,
help
manage
operations,
and
validate
service
levels
for
the
customer.
Web
reports
can
help
you
to
manage
costs,
justify
expenses,
improve
internal
customer
satisfaction,
and
provide
information
to
help
you
measure
the
business
impact
of
problems
with
your
IT
infrastructure
in
terms
of
revenue,
productivity,
and
contribution
to
the
success
of
your
business.
IBM
Tivoli
Service
Level
Advisor
can
deliver
a
report
on
any
monitored
service,
resource,
SLA,
or
customer,
and
display
it
in
your
Web
browser
for
you
to
view
or
print.
You
can
control
access
to
these
reports,
allowing
customers
to
only
view
reports
that
are
associated
with
their
particular
service
level
agreements.
You
can
also
provide
reports
at
different
levels
of
detail,
for
example,
high
level
summary
reports
to
executives,
or
more
detailed
reports
to
IT
operations
personnel
as
well
as
customers.
See
the
SLM
Reports
document
for
more
information
on
the
evaluation
and
reporting
functions
of
IBM
Tivoli
Service
Level
Advisor.
Chapter
1.
Introduction
3
-
Starting
the
SLM
Administrative
Console
The
SLM
Administrative
Console
is
the
user
interface
for
performing
tasks
with
IBM
Tivoli
Service
Level
Advisor.
It
is
a
role-based
interface,
presenting
and
authorizing
only
the
tasks
that
are
relevant
for
the
roles
to
which
your
user
ID
is
assigned.
The
SLM
Administrative
Console
provides
consistent
controls
and
behaviors
across
tasks,
and
includes
embedded
user
assistance.
You
can
bring
up
the
SLM
Administrative
Console
using
a
supported
Web
browser.
You
should
already
have
IBM
Tivoli
Service
Level
Advisor
installed
and
configured
in
your
enterprise
environment.
Before
starting
the
SLM
Administrative
Console,
you
might
need
to
verify
the
following
conditions:
v
IBM
WebSphere
Application
Server
is
started
on
the
machine
where
the
SLM
Administration
Server
component
of
IBM
Tivoli
Service
Level
Advisor
is
located.
See
the
Getting
Started
document
for
the
procedure
to
start
IBM
WebSphere
Application
Server,
if
needed.
You
might
need
to
ask
your
SLM
Administrator
for
the
fully
qualified
