Business Service Management

You can manage business services, assigned cloud services and technical systems, and related events In the Business Service Management application in SAP Cloud ALM for operations.

It provides the following features:

  • Grouping of cloud services and systems into business services which are  understood by business users
    • You can create and modify business services by assigning cloud services and technical systems. Business services can be used to represent a business functionality. This allows to abstract from the technical landscape details, which are typically unknown to the business users.
  • Manage status events
    • You can display and process the cloud service status events (disruption, degradation, maintenance, communication), which are notified in SAP for Me in the aspect of the corresponding business services. This allows you to see which business functionality is - or was - affected by a downtime event of a cloud service. 
    • You can define own status events on cloud services and technical systems. This is especially useful for your on-premise systems, which are not covered by SAP in the Cloud Availability Center, as they are operated by the customer. Here you can define e.g. planned maintenances or service disruptions for your own systems and communicate this to your end users.
  • Show current status of business service and provide service level reporting
    • You can get a quick overview of the current status of all business services to the business users. This allows the users to see if any business functionality is currently affected by a downtime or if a planned maintenance will affect the business functionality in the near future. 
    • You can check the achieved  service levels of your business services and compare it to a defined service level objective. You can summarize the service level of each business service on a monthly, quarterly or yearly view.
  • Integration with SAP Cloud ALM Monitoring
    • Business Service Management forwards upcoming and ongoing cloud service or system status events (disruption, degradation, maintenance) to the SAP Cloud ALM monitoring applications.  The SAP Cloud ALM monitoring applications visualize the current status of the cloud service. They react as follows to ongoing status events: 
      • Health Monitoring will suppress event actions (create alert, send mail, create ticket, start operation flow) during maintenances and disruptions.
      • Job and Automation Monitoring will suppress event actions (create alert, send mail, create ticket, start operation flow) during maintenances and disruptions.
      • Real User Monitoring will suppress event actions (create alert, send mail, create ticket, start operation flow) during maintenances and disruptions.
      • Synthetic User Monitoring will stop the scenario execution during maintenances and disruptions.
      • Exception Monitoring will skip metric collection and creating monitoring events during  maintenances and disruptions.
  • Event actions to support notification and automations 
    • Business Service Management can send automatically e mail notifications informing defined recipients about new or updated status events. 
    • Business Service Management can  create incidents in customer's IT Service Management solution when status events like disruptions , degradations or maintenances are detected or announced. The incidents can be updated automatically as soon as the corresponding status event is updated.
    • Business Service Management can post automatically chat messages  informing teams  about new or updated status events. 
    • Business Service Management can trigger automatically operation flows (SAP Build Process Automations or SAP Automation Pilot commands ) to get things done automatically at the start or an end of event.
  • API Integration 
    • You can provide statistical information about status events, such as number of status events, duration etc. as well as service levels calculated in Business Service Management  to external analytics tools via the Status EventsAnalyticsAPI .
    • You can extract status events from SAP Cloud ALM Business Service Management using the SAP Cloud ALM StatusEventsAPI.
    • You can create new custom status events for example maintenances in Business Service Management using the Raw Data Inbound Logs API.

For further details see the overview presentation.

Supported Services and System Types

Business Service Management supports all system and service types that are supported by Landscape Management.

Although most of these service types will receive Cloud Service Availability Notifications from SAP for Me, some might not . The list of products for which  SAP for Me sends out Cloud Service Availability Notifications  is here.

Setup & Configuration

For more details on prerequisites, setup and customer support, refer to the Business Service Management - Setup & Configuration page.