Service Level Management in Oracle Enterprise Manager Grid Control 10g Release 2

This tutorial describes how to use Oracle Enterprise Manager Grid Control 10g Release 2 to define a system and a service, and use Root Cause Analysis.

Approximately ½ hour

Topics

This tutorial covers the following topics:

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Overview

In the IT organizations, today, application services play a crucial and critical role. It has become imperative to constantly monitor these services to check any failures or performance degradations. These services are an integral part of your business. Any problem in these services has to be resolved quickly before it affects your business operations. You can use service level agreements (SLA) to evaluate the service availability. Service Level Agreements can also be used to check the service performance and usage. By constantly monitoring the service levels, you can identify the problem and the potential impact on your business. You can identify the root cause of the failure and fix these in compliance with the service level agreements (SLA).

Enterprise Manager Grid Control provides you with a comprehensive monitoring solution to effectively manage the services. You can manage the services from the overview level as well as the component level. In case of service failure, Enterprise Manager Grid Control provides you with diagnostic tools to resolve the problem quickly and effectively. You can also customize the reports thereby allowing you to analyze the behavior of the applications over a period of time.

Using Grid Control, you can monitor not just the individual components in the IT infrastructure, but also the applications hosted by those components. This allows you to model your business functions using the top-down approach. You can also implement and monitor your business from the end-user perspective. Hence, if services are modeled appropriately, it will provide you with an accurate measure of the availability, performance, and usage of the function or application they are modeling.

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Scenario

Linda needs to understand all the components (technology stack) of Application Server and their respective relationships in order to maintain Service Level Agreements. She can do this by creating systems and associating services with them. She then needs to define its availability, performance and usage parameters, and service-level rules.

Though Linda is a DBA manager, her team is responsible for meeting their application's service level agreement (SLA). Her SLA covers application availability and performance from four major development centers. She wants to define a service model and monitor these business applications from within Grid Control.

Linda needs to trace a problem with one of her services down to the specific component in the technology stack. She can use Root Cause Analysis to be able to focus on the problem component.

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Defining a System

A system is defined as a logical grouping of targets that collectively host one or more services. It is a set of infrastructure components that can include hosts, databases, application servers, and so on. For example, you can create a system to run your ERP application and include the hosts, listener, database, and the application server that runs the ERP application in it. In Enterprise Manager 10g Grid Control R2, system is modeled as a new target type. The targets within a system can have relationships or associations with each other. Use Dashboard to view your entire system from a single screen. To sum up, systems contain targets that work together to host an application or service.

You can specify the associations between the components in the system to logically represent the connections or interactions between them. For example, the association between the database and the listener.

1.

Open the browser and enter the URL to access the server on which you installed the management service, in the following format:

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

The default port value on a machine with no other instances installed on it 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 Systems subtab.

 

4.

You can use the Systems page to:
View a list of all the defined systems
Search for existing systems
View a rollup of the outstanding alerts and policy violations for a system
Add systems, remove systems, and change the configuration of currently defined systems
Drill down from a specific system to collectively monitor and manage its member targets

As per the scenario here, you add a system. Click the Add button to define a new system.

 

5.

You can use the Create System page to:
Select target members for a new system, or change target members for an existing system
Select a name and time zone for a new system

Under the Components subtab, in the Name field, specify a name for your system.

 

6.

For this scenario, you add a database instance, an Oracle Application Server, and their respective agents and hosts to the system.

Click the Add button under the Components section.

 

7.

When you click Add, a Search and Select: Targets window appears with a list of all available targets.

From the Target Type drop-down list, select Database Instance.

 

8.

You can reduce the list by filtering your selection to a specific target type. After you have selected one or more targets and clicked Select, the Members page reappears, and the table displays your selected target members.

Select the database that you want to include in the system. Here, you can select the Finance databases instance.

 

9.

Click the Select button to select the database instance.

 

10.

Click the Add button to add other targets to the system. You can add the listener to the database instance now.

 

11.

The Search and Select: Targets window is displayed. You can select the listener from the Target Type drop-down list this time.

The listener is a separate process that executes on the database server computer. It receives incoming client connection requests and manages the traffic of these requests to the database server.

 

12.

Select the listener for the Finance database.

 

13.

Click the Select button to select the listener.

 

14.

Again, click the Add button to add Oracle Application Server.

 

15.

The Search and Select: Targets window is displayed. Select the Oracle Application Server from the Target Type drop-down list.

 

16.

Select the Application Server that you want to make a part of the system. You can select EnterpriseManager1.stang14.us.oracle.com as a part of the system.

 

17.

Click the Select button to select Oracle Application Server.

 

18.

Now, you can add the hosts for the database instance and Oracle Application Server. To do this, click the Add button.

 

19.

The Search and Select: Targets window is displayed. You can select Host from the Target Type drop-down list.

 

20.

Select the host target on which the database Finance is running. Also, select the host on which Oracle Application Server is running. Select stadr18.us.oracle.com (host for the database instance) and stang14.us.oracle.com (host for Oracle Application Server).

 

21.

Click the Select button to select the hosts.

 

22.

Click Select All to select all the components. Click the Topology subtab.

 

23.

The System Topology page provides you with a graphical representation of the components of your IT systems as modeled in Oracle Enterprise Manager. You can see all the components as icons here. You can also see the associations between the components as links.

Topology can be used to identify the source of a fault or to identify potential impact of user actions. You can also use it to perform a preliminary visual proximity analysis for high-level problem detection. You can use topology to use it as a visual model relationship.

The Overview section shows the complete topology graph, gives an indication of which part of the topology is shown in the content window, and allows zoom and pan operations to view parts of the topology.
The Selection Details section shows detailed information about an object selected in the content section.
The optional Summary section provides detailed information about the whole topology.
The Content section displays either the complete or partial topology, depending on the zoom level and pan location.

Note: To view the visual topology, use Internet Explorer 5.5 or a later version on Windows. You also need to install SVG viewer 3 installed on your system.

 

24.

Associations show the relationships (that do not necessarily imply dependencies) between components within the system. To add an association, select the source target, press [Shift] and click to select one or more associated targets, and then right-click any highlighted target icon and choose Add Association.

 

25.

Associations are depicted visually as arrow links.

 

26.

Click the Charts subtab.

 

27.

You can use the Charts page to add, edit, reorder, or remove charts. These charts represent the overall performance for the system or the members of the system. Based on the target type, some charts may already be predefined.

 

28.

Click the Columns subtab.

 

29.

You can use the Columns page to select a set of columns to appear on the Members tabbed page of the System page and in the system's System Monitoring Dashboard. Because the columns are actually metric names, many of the names are quite lengthy. Therefore, it is advisable to use abbreviations.

If you want to add or delete columns, you should first click Modify. The Modify Columns page appears, which you can use to add or remove selected columns that appear when you return to the Columns page.

 

30.

Click the Dashboard subtab.

 

31.

You can use the System Dashboard to view the health of managed targets within a group or system in real time. You can use the System Dashboard to spot recent changes and quickly identify and respond to problems. The Dashboard also allows you to drill down for more detailed information.

You can use the System Dashboard page to customize the refresh frequency and specify the format for viewing member status, alerts, and policy violations in the target's Oracle System Monitoring Dashboard.
The numeric value you specify for Refresh Frequency is the periodicity (in minutes) set for the System Monitoring Dashboard to get refreshed.
You can use the Dashboard View options to format the Dashboard table according to your preference:
If you select Show All Individual Targets, the Dashboard displays all targets along with their statuses and alert information.
If you select Group by Target Type, the Dashboard displays a list of target types that link to separate dashboard views for targets of that type.

 

32.

Click the OK button to create the system.

 

33.

You have successfully created the system.

 

 

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Defining a Service

In an enterprise, a service is an entity that provides a useful function to the end users—for example, e-mail, ERP, CRM applications, online banking, online store, online stock trading, and so on. You may face some problems while using these services. Some very common problems faced are:

Availability of a service

Completion of critical activities such as accessing e-mail, viewing stock quotes, buying or selling stocks, and so on

Performance of the service and whether it meets the needs of the end users

You can resolve these problems by defining more than one service model for the business functions or applications. You can also create one or more service tests that simulate common end-user functionality. You can use these service tests to measure the performance and availability of critical business functions. It ensures that you receive alerts when there is a problem. You can use the service tests to identify the common issues and diagnose the common problems. Monitoring a service helps you to ensure that your operational goals and service level agreements (SLA) are met.

You can define different types of service models based on your requirement. The following are the examples of some of the service models:

Generic Service: A generic service is the simple service model you can create in Enterprise Manager. You can define one or more service models by defining service tests that represent a critical business function.

Aggregate Service: A service can be logically combined with other services to form an aggregate service. The availability, performance, and usage of an aggregate service are determined by the availability, performance, and usage of its constituent services.

Web Application: You can define a Web application service to monitor Web transactions.

Identify Management Service: This service is used to provide the functionality offered by an Identity Management instance such as Single Sign-On and Internet Directory. This service is mostly used for providing LDAP service.

OCS Service: This service is a collection of all the OCS components. These components can be Oracle Calendar, Oracle Content Services, and Oracle Real-Time Collaboration.

A service, like other targets, is discovered when you install the Oracle Agent software on the host where it is resides.

Perform the following steps to add a Web application service to the system that you created.

1.

Click the Services tab.

 

2.

Use this page to view a list of services that have been defined. You can create, configure, and delete any service from this page. You can use this page when you want to compare the performance of several services or obtain a high-level view of the services you are responsible for monitoring.

From the Add drop-down list, select Web Application. Click Go.

 

3.

 

4.

Select the time zone from the Time Zone drop-down list. You cannot change the Time Zone after it is selected here.

 

5.

In the Properties section, specify the Homepage URL. The Homepage URL identifies the main page that users will access when they use this particular Web application.

 

6.

Next, you need to add a system to the service.

You should consider the following guidelines as you review this page.
If the underlying system that hosts the Web application has not been defined in Enterprise Manager, you need to create this system before creating the service.
While selecting a system for the Web application, identify the key components.
Associating a system with a Web application is not mandatory but it is recommended. Features such as End-User Performance Monitoring, Page Performance Diagnostics, and Root Cause Analysis depend on key system components being correctly defined.

Click the Select System button under the System section.

 

7.

The Search and Select: Systems window is displayed. Select System from the Target Type drop-down list.

 

8.

 

Here, you can select the system that you want to add to the service. You select Pet_Store_System, the system that you created in the above task.

 

9.

Click the Select button to select the system.

 

10.

A system is the infrastructure used to host one or more services. A system consists of components such as hosts, databases, and other targets.

The system components that you mark as Key Components may be used to determine service availability, or, in case of service failure, to perform Root Cause Anaylsis.

 

 

11.

Click the Next button.

 

12.

On the Availability page, define the availability test on which the service is based. Here, from the Define availability based on drop-down list, select Service Test.

Service Test Based Availability: In this option, availability is based on service tests, regardless of key components. A Web application is considered available if all or at least a single transaction from the key beacons is complete.

System Based Availability: Availability can also be based on the underlying system that hosts the Web application. A system consists of components such as hosts, databases, and other targets. You can select any of these as key components. These key components are used to monitor the Web application.

Click Next.

 

13.

On the Service Test page, you can create and define the various parameters for a Web transaction. You can specify a name for the service test in the Name field. The name you enter here is used to identify the transaction when you view information about the transaction or select the transaction for analysis. Use a name that uniquely identifies the purpose of this transaction.

 

14.

You can give a brief description about this service test in the Description field. The description field is optional. However, the description can be useful if you are sharing duties with other administrators. In those cases, include a brief description of the pages accessed by the transaction and why it is important to monitor this particular transaction.

Click the Next button.

 

15.

A beacon is a function within the Management Agent that executes tests at regular intervals. A beacon is used to execute service tests including Web transactions.

You can add a beacon to the service. Click Add to associate one or more beacons for monitoring the Web application. It is recommended that you use beacons that are strategically located in your key user communities in order for them to proactively test the availability of the service from those locations. If no beacons exist, click Create to create a new beacon.

If there are no existing beacons to satisfy your requirements, click Create to create a new beacon.

 

16.

On the Create Beacon page, select the agent on which you want to create the beacon. Click the flashlight icon near the Agent field to select the agent.

 

17.

The Select Agent page is displayed. From the Target Type drop-down list, select Agent.

 

18.

Select the agent on which you want to create a beacon.

 

19.

Click Select to return to the Create Beacon page.

 

20.

Next, specify a name for the beacon. Scroll down to the Proxy Information section. Specify the proxy server in the Proxy Host field. Specify the port in the Proxy Port field.

Click Continue.

 

21.

On the Create Web Application Service page, you can see the beacon that you created listed. Select the beacon.

Click Next.

 

22.

You can use the Performance page to define the metrics that will be used to measure the performance of your Web application. If a service test has been defined for this Web application, then the response time measurements as a result of executing that service test can be used as a basis for the Web application's performance metrics. Alternatively, performance metrics from the underlying system components can also be used to determine the performance of a Web application. Here, you can select the metric whose graph you want to show in the home page.

 

23.

On this page, you can change thresholds to generate alerts. Click Next.

 

24.

Usage metrics are used to measure the user demand or workload for the Web application. Usage metrics are collected based on the usage of the underlying system components on which the Web application is hosted. You can monitor the usage of a specific component or statistically calculate the average, minimum, and maximum values from a set of components.

You can use this page to add a usage metric for the Web application.

Click Next.

 

25.

You can use the Review page to review the definition of the Web application.

 

26.

Click Finish to create the service.

 

27.

You have successfully created the services.

 

 

 

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You can use Root Cause Analysis (RCA) to filter a set of events to determine the cause of a higher-level system, service, or application problem. RCA can help you to eliminate apparent performance problems that may otherwise appear to be root causes but which are only side effects or symptoms of the actual root cause of the problem, allowing you to more quickly identify problem areas. You can view the RCA results on the home page or topology page of any service that is currently down. The topology page enables you to see a graphical representation of the service, system, and component dependencies with the targets highlighted that RCA has implicated as causing the service failure.

Use the Root Cause Analysis Configuration page to define how RCA is run. By default, RCA is run automatically whenever a service fails. If performed automatically, the system will analyze the critical components of the service for causes and then update this analysis as the state of the service and its components changes.

To define a RCA, perform the following steps:

1.

Click the service that you created.

 

2.

You can use the Web Application home page to get an overview of the availability and performance of your Web application, ranging from the underlying applications and components to the response time experienced by your Web application users.

Click the Monitoring Configuration subtab.

 

3.

Use this page to configure the service. You can navigate to the following tasks or pages from this page.
Availability Definition: Define the availability of the service that can be based on the execution of key service tests or on the availability of key system components. You may also configure a set of key beacons for this service on this page.
Performance and Usage Metrics: Define the performance and usage metrics.
Service Tests and Beacons: Add additional service tests or beacons or edit existing ones.
Root Cause Analysis Configuration: Configure the Root Cause Anaylsis for the service.
System Configuration: Edit the set of system components associated with the Web application.
Manage Watch List: Set up a watch list of sites that you want to monitor on a regular basis.
Manage Regions: Set up a list of regions so that you can filter data by a particular set of domains and subnets.
Manage OC4J Data Collection: Configure the Oracle Application Server Containers for J2EE (OC4J) instances you are using to deploy your Web applications.
Manage Web Server Data Collection: Configure the Web server that you are using to improve the performance and reliability of your Web application.

Under Generic Tasks, click Root Cause Analysis Configuration.

 

4.

You can use Root Cause Analysis (RCA) to filter a set of events to determine the cause of a higher-level system, service, or application problem. RCA can help you to eliminate apparent performance problems that may otherwise appear to be root causes but which are only side effects or symptoms of the actual root cause of the problem, allowing you to more quickly identify problem areas.

Root Cause Analysis can be performed automatically or manually each time a service fails. If performed automatically, the system will analyze the critical components of the service for causes and then update this analysis as the state of the service and its components changes. You can disable RCA by setting the analysis mode to Manual. If you choose to perform the analysis manually, you can perform the analysis using the Service Home page at any time by choosing Perform Analysis if the service is down.

By default, Root Cause Analysis runs automatically whenever a service fails.

 

5.

The Configuration page lists the component tests defined for the service. By default, Root Cause Analysis considers a key component's availability status to determine whether or not it is a cause of service failure. If the key component is unavailable, or if any of your component tests conditions are not met, then this component will be considered a cause of the service failure.

 

6.

Click the Web Application link to return to the main page.

 

7.

Click the Topology subtab.

 

8.

The Topology page provides a graphical representation of the components of your Web application. Topology Viewer shows all dependent components and subservices, represented as icons, as well as the relationships between them, represented as links. The status indicators over each icon enable you to quickly assess which components are down or have open alerts.

You can use the Topology page to:
View the relationship between the Web application and its dependencies, including other service tests, system key components, and Network Manager Adapter. All determinants for your Web application's availability are displayed in the Topology Viewer.
View the causes of failure, as identified by Root Cause Analysis. Potential root causes are highlighted with a red box. Down targets are shown in red. You can select the highlighted links to view details for the cause of failure.

 

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In this lesson, you learned how to:

Define a system
Define a service
Use Root Cause Analysis

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