Service Level Management

Purpose

This OBE describes how to manage services and service levels using Oracle Enterprise Manager 10g Grid Control Release 2. The objective of this OBE is to help you understand the concept of services, how to monitor services and report on service availability, performance, usage and service levels.

Time to Complete

Approximately 1 hour

Topics

This OBE covers the following topics:

 Overview
 Prerequisite
 Scenario
 Creating a Generic Service
 Creating a Web Application Service
 Monitoring Services and Service Levels
 Monitoring Test Performance
 Creating Service Dashboard
 Summary
 Related information

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Overview

In today's business environments, end-users have high expectations for the applications they depend on. They demand applications that are highly available, and inherently, the quality of services provided has a direct impact on the success or failure of the business itself. Thus, it is critical to effectively manage service levels for a business to achieve optimal success.

The Service Level Management feature offers the most effective services monitoring solution by providing tools that model many types business services, measures key service indicators from remote sites, and generates service level reports for both executives and administrators.

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Prerequisite

You should have Petstore Web Application deployed and managed using Oracle Enterprise Manager 10g Grid Control Release 2. You should also have a Petstore System with all the components that are needed to run the Petstore Web Application.

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Scenario

Linda's IT team is responsible for various internal and external applications, as well as the system infrastructure that supports these applications. Management wants to ensure that service levels for infrastructure components, particularly the hosts that serve these critical applications, should be available 99% of the time for the last 24 hours at any given time.

Linda was also asked to ensure that all key transactions of their critical application, their Pet Store Web application, is up 99% of the time during business hours. If there are any potential availability or response time problems for any of the key transactions, she would like to be able to quickly isolate where the bottlenecks are so that she can have the appropriate person address the problem.

Linda's management also requires a view and reports so that at any point in time, they can see the real-time and historical status of all services supported by their department, and the current and past service levels so that they can measure and continuously improve on their service delivery to their users.

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Creating a Generic Service

A Generic Service is a simpler form of a service that can be modeled using one or more supported service protocols. Supported service protocols include various infrastructure, network, database, Web application, Web services, and email protocols, and in addition, custom scripts are also supported. You can define one or more service models by defining service tests that represent a critical business functionality. Perform the following steps to create a generic service that will use the ICMP Ping protocol:

1.

Open the browser and enter the following URL:

http://<management service hostname>.<domain>:<port>/em/

The default port value on a clean machine is 7777. However, if there are other instances running on the machine, then the port may be different.

The login page will be displayed. Enter the User Name and Password, and then click the Login button.

 

2.

Click the Targets tab.

 

3.

Click the Services subtab.

 

4.

To create a Generic Service, select Generic Service from the Add drop-down list. Click the Go button.

 

5.

Specify a name for the service. Click the Select System button to choose a system.

 

6.

Select any generic system and click the Select button.

 

7.

Click the Next button.

 

8.

Select Service Test from the Define availability based on drop-down list and click the Next button.

 

9.

From the Test Type drop-down list select Host Ping.

 

10.

Specify a name for the Service Test and also the host that the agent will ping. You can use the host name or IP address of your workstation. Keep the Mode as ICMP Ping. It will use the Internet Control Message Protocol (ICMP) utility to test the availability of the remote host on the network. Click the Next button.

 

11.

Click the Add button to select a beacon.

 

12.

Select a beacon that will monitor your service test. Click the Select button.

 

13.

Make this beacon a 'Key' beacon so that availability is determined from the successful execution of your 'key' transaction(s) from this beacon. Click the Next button.

 

14.

Use the Performance Metrics page to define the metrics that will be used to measure the performance of your service. Performance metrics can be defined using either service test metrics, or system component metrics. You can optionally change the default 'Ping Time (ms)' metric name and the warning and critical thresholds. You can optionally add other performance metrics to your service. Click the Next button.

 

15.

Usage metrics measure workload or the user demand of the service. Usage metrics are collected based on the usage of the underlying system components on which the service is hosted. You can monitor the usage of a specific component or statistically calculate the average, minimum, maximum, and sum value from a set of components. Use this page to add usage metrics for the service. Click the Add button.

 

16.

Select Filesystem Space Available (%) from the Metric drop-down list. Scroll down and click the flashlight icon to select the object.

 

17.

Select all mount points and click the Select button.

 

18.

Click the Continue button.

 

19.

Specify the Warning and Critical Thresholds as 85 and 90 respectively. Click the Next button.

 

20.

Review all the parameters and click the Finish button.

 

21.

Generic Service Service_nnn is successfully added. Let your service test run for few minutes and come back later to review the monitored results for this generic service.

 

22.

To monitor the results of the service, click the service name link.

 

23.

The service home page provides an overview of the health of the service. Click the Test Performance subtab to see the performance of your service.

 

24.

The Key Tests page shows you the historical and current performance of the service tests as measured from each of the defined beacons.

 

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Creating a Web Application Service

A Web application is a special type of service that models a Web-based application or a Web site. By defining a Web application target, you can monitor the availability, performance, usage, and service level of the application. In this section, you will create and monitor the Pet Store Web application service by following the steps below:

1.

On the Services page, select Web Application from the Add drop-down list and click the Go button.

 

2.

Specify a name for the service. The home page URL for the Petstore Web application, for example, http://<hostname>.<domainname>:<port>/petstore . After specifying the name and the URL, click the Select System button to select a system.

 

3.

Select the Pet Store System and click the Select button.

 

4.

Make all the components 'key' components and click the Next button.

 

5.

Select Service Test from the Define availability based on drop-down list and click the Next button.

 

6.

From the Create Web Application: Service Test page, you can define one or more tests to define the availability of your Web application. The test can be a single URL or a transaction that consist of one or more URLs/steps. To define a service test / Web transaction to monitor the availability of your application, specify the name of your transaction as Browse Petstore, select the Record a Transaction option button and click the Go button.

 

7.

Click the Record button to record a Web transaction using the Transaction Recorder.

 

8.

If you are using the Transaction Recorder for the first time, you will be prompted to install it on your workstation. Accept the installation prompts to install the Transaction Recorder. Click the Start button to record the transaction. This will open a new Internet Explorer browser window. In the browser window, enter the starting URL of the transaction and click through the steps that you want to record.

 

9.

Browse through your Pet Store application with the URL that was assigned to you. Navigate through the Web application by browsing some products, sign in to the site, add items to the cart, and proceed to checkout. You should logout of the application at the end of the transaction. Return to the Grid Control console and click the Stop button. This will stop the recording of the transaction.

 

10.

Click the Continue button to complete the recording of the transaction.

 

11.

Scroll down to the Steps section to view the recorded steps. You can optionally change the default name of each step to be more descriptive of the step.

Scroll down to Advanced Properties and expand this section. Select the Step option under the Data Granularity drop-down list. This will enable you to monitor your transaction on a step by step basis. Also note the metrics under Collected Metrics that will be generated for your transaction. Click the Continue button.

 

12.

Click the Next button.

 

13.

Click the Add button to select a beacon.

 

14.

Select any beacon that will monitor your Web transaction. Click the Select button.

 

15.

Make this beacon a 'Key' beacon so that availability is determined from the successful execution of your 'key' transaction(s) from this beacon. Click the Next button.

 

16.

Add a performance metric that is based on a service test metric. Select the Based on Service Test from the Add drop-down list and click the Go button.

 

17.

Select Total Time(ms) from the Metric drop-down list and click the Continue button.

 

18.

Specify the Warning and Critical Threshold as 6000 and 8000 respectively for the newly added metric. Experiment with defining other performance metrics for this service by adding metrics based on either service test or system. Select Total Time (ms) from the Charts on Home Page drop-down list and click the Next button.

 

19.

Usage metrics measure workload or the user demand of the service. Use this page to add usage metrics for the service. Click the Add button.

 

20.

Select Database Instance from the Target Type drop-down list. Select Tablespace Space Used(%) metric from the Metric drop-down list. Click the flashlight icon to select the tablespace.

 

21.

Select the USERS tablespace and click the Select button.

 

22.

Click the Continue button.

 

23.

Specify the Warning and Critical Threshold as 85 and 90 respectively and click the Next button.

 

24.

Review your settings and click the Finish button.

 

25.

Web Application Service Petstore_nnn is successfully added.

 

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Monitoring Services and Service Levels

For each service, you can define a Service Level Rule . A Service Level Rule defines the assessment criteria used to measure service quality. It enables you to specify availability and performance criteria that your service must meet during business hours, as defined in your Service Level Agreement. For example, an E-mail service must be 99.99% available between 8 a.m. and 8 p.m.,Monday through Friday.


You can define only one Service Level Rule for each service. This Service Level Rule enables you to evaluate the Actual Service Level over a time period and compare the Actual Service Level against your Expected Service Level. Perform the following steps to edit and monitor the services and service levels that you defined:

1.

On the services page, click the link for the Pet Store service you created to navigate to the service home page.

 

2.

To edit the service level rule for this service, click the Edit Service Level Rule link from the Related Links section.

 

3.

A default Service Level Rule is automatically applied when you create a service. The default Expected Service Level is 85%. Change the Expected Service Level to 99% and Business Hours as Monday to Friday 09:00 to 17:00 hours.

In the Performance Criteria section, move one of your defined performance metrics from Available Performance Metrics list to the Selected Performance Metrics list. If any of the selected performance metrics reaches the critical threshold, then it is also considered as a service level violation. Click the OK button.

 

4.

Now let Grid Control run for some time to gather performance data for your Web application. Come back later to review the monitored results.

 

5.

To monitor the results, refresh the home page after few minutes. Note the Actual and Expected Service Levels % for the last 24 hours. Click the Charts subtab to observe the performance and usage trends.

 

6.

Click the Topology subtab to observe the overall status of your Petstore application.

 

7.

The Topology page is used to view the relationship between the Web application and its dependencies, including other subservices and key system components. You can also view the causes of failure, as identified by Root Cause Analysis. Potential root cause subservices and components are highlighted with a red box.

 

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Monitoring Test Performance

You can monitor the performance of your service tests using the Test Performance page. This page displays historical performance data of your service tests. From this page, you can view the performance trends for a single test as executed from one or more beacons in a single graph. This enables you to compare response times from different beacons for the same metric.


You can also view details for multiple components, such as transaction, step group, or step. If the data granularity in Advanced Properties for the test is set to Transaction, then you will not find any data for step and step group. To see data for the step group or the step level, you must set the Data Granularity in the Advanced Properties section for the test to 'step group' or 'step'. Perform the following steps to create additional service tests and to monitor test performance:

1.

Click the Monitoring Configuration subtab of your Web application.

 

2.

Click the Service Tests and Beacons link.

 

3.

Select any one of your service test (transaction) and click the Verify Service Test button.

 

4.

Click the Perform Test button to interactively run the service test from the specified beacon to verify the response time at that specific moment.

 

5.

The results of the test are displayed in the Results table. Click the Continue button.

 

6.

Now you will create a new service test of the Web transaction type where you will group one or more URLs into a single group. Select Web Transaction from the Test Type drop-down list. Click the Add button.

 

7.

Specify a name for your new transaction and click the Record button to record the transaction using the Transaction Recorder. Record at least 5 to 6 steps using the Petstore application.

 

8.

After recording the transaction click the Create button under the Step Groups section.

 

9.

For the first group, specify the name as Group1 and select the first 3 steps. Then click the Continue button.

 

10.

To create the second group again click the Create button under the Step Groups section.

 

11.

Specify the name as Group2 and select the remaining steps. Then click the Continue button.

 

12.

By default, only transaction level metrics are collected. To enable page level data collection for a transaction, you need to define the Data Granularity at the Page Level. Expand the Advanced Properties section.

 

13.

Set the Data Granularity as Step and click the OK button.

 

14.

To enable this service test select it and click the Enable button.

 

15.

To change your availability definition, click the Availability Definition link under the Related Links section.

 

16.

Make your service test a Key Service Test and click the OK button.

 

17.

Click Yes for confirmation.

 

18.

Click OK to save the changes.

 

19.

Click the Test Performance subtab to view the performance of your service test.

 

20.

From the Key Test drop-down list select Browse Pets and click the Go button.

 

21.

Go to the All Tests section. From here, you can view the performance of your transactions by service test or by beacon. From here you can find out the potential performance bottlenecks within your Web application transactions by looking at where the transactions are spending time. Click any Service Test to go its home page.

 

22.

Click the Performance subtab from the Transaction's home page.

 

23.

On this page, you can compare the performance data for each transaction from one or more beacons, or a metric for one or more transactions, step groups, or steps.

Scroll down to the 'Steps and Step Groups' section. Click Expand All in the All Metrics section.

 

24.

You can view all the response times at the transaction, step group, and individual step levels. Scroll down further to the Cumulative Time section and click Expand All.

 

25.

From here, you can view the response time breakouts (connect time, redirect time, first byte time, html time, and non-html time) for the transaction and all step groups and individual steps. Click the Home subtab.

 

26.

Click the Play button to replay your transaction interactively which will provide you with the response time details for each step of your transaction.

 

27.

After the transaction is replayed, click the Show Results button.

 

28.

The results are displayed as shown below.

By using the Play with Trace option you can perform a more detailed interactive trace, drill down to find where the most time is spent within the application stack and drill down to SQL statements.

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Creating Service Dashboard

Perform the following steps to create a service dashboard:

1.

Click the Reports tab.

 

2.

Click the Create button to generate a Service Dashboard for your services.

 

3.

Specify the title as Service Dashboard nnn where nnn is your workstation number. Select Monitoring from the Category drop-down list and Dashboards from the Subcategory drop-down list. Select the Use the specified target option button but leave the target box empty. Expand the Options section and select the Visual Style as Dashboard. After making all these settings click the Elements subtab.

 

4.

Click the Add button to add reporting elements.

 

5.

Select Services Monitoring Dashboard from the list and click the Continue button.

 

6.

Click the Set Parameters icon for the Services Monitoring Dashboard element.

 

7.

From the Available Services list select the 'Service_nnn' and 'Petstore_nnn' services you created earlier and move them to the Selected Services list. Click the Continue button.

 

8.

Click the OK button on the Elements page.

 

9.

The report is successfully created.

Scroll down the list and click the report that you just created.

 

10.

You should see your dashboard with all the services you created earlier. Note the status, performance, usage and service levels for the last 24 hours, 7 days and 31 days for each of your service.

Note: Under the Reports page, there are many out-of-box reports subcategorized under the Monitoring section, such as Service Alerts, Service Performance and Usage, and Web Application Transaction Performance reports. Out-of-box reports have the owner name specified as 'SYSMAN'. Review these reports to observe the variety of these reports provided for Services.

 

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Summary

In this lesson, you learned how to:

 Create a Generic Service
 Create a Web Application Service
 Monitor Service and Service Levels
 Monitor Test Performance
 Create a Service Dashboard

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Related Information

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