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Business Service Management

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

It provides the following features:

  • 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.
  • Display and process the cloud service status events (disruption, degradation, maintenance, communication), which are communicated by SAP 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. 
  • 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 downtimes for your own systems and communicate this to your end users.
  • Provide an 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. 
  • Show the service levels of your business services. You can summarize the service level of each business service on a monthly, quarterly or yearly view.
  • Forward upcoming and ongoing cloud service or system status events (disruption, degradation, maintenance, communication) to the SAP Cloud ALM monitoring applications.  With this, the SAP Cloud ALM monitoring applications can visualize the current status of the cloud service and react appropriately, for example some of them disable  alert generation during disruptions and maintenances.
  • Send e mail notification informing defined recipients about status events.
  • Allow to create incidents in customer's IT Service Management solution when disruptions , degradations or maintenances are detected or announced.
  • Provide statistical information about status events, such as number of status events, duration etc. to external analytics tools via the Status Events Analytics API .
  • Extract status events from SAP Cloud ALM Business Service Management using the SAP Cloud ALM Status Events API.

Setup & Configuration

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