Business Service Management - Setup & Configuration

Prerequisites

Before you can set up Business Service Management in SAP Cloud ALM for operations, you have to connect your subscribed SAP cloud services to your SAP Cloud ALM instance. This is done by setting up the Landscape Management Service. Please follow the Setting Up Landscape Management guide in SAP Help  on how to perform the setup.

Setup

The setup consists out of the following steps

  • Define default Service Level Objective (only once)
  • Create business services as a logical grouping of cloud services and systems that belong semantically together
  • Assign default Service Level Objective to new business service or define a specific Service Level Objective for the business service 
  • Optionally: define event actions so that relevant recipients get notified about new or updated status events from SAP for Me or from Business Service Management via mail or ticket.
    Please note: event actions will be triggered only for services or systems that are included in a business service.

Define default Service Level Objective

  1. Perform the following steps to define a default service level objective that will be applied automatically to new business services:
  2. Open the SAP Cloud ALM Launchpad.
  3. Select tile "Business Service Management".
  4. Select "Configuration".
  5. Select Service Level Objective.
  6. Define the following settings:
    • Service Level Objective: Set an objective according to which your service levels are rated.
    • Default Display Mode: Define whether the service level report displays  by default a  weekly, monthly or yearly view. 
    • Time Zone: Define the time zone that is used for the calculation of the service level.
    • Business Hours: Here you can choose between "7 Days, 24 hours" or "Customize Business Hours". If you choose  "Customize Business Hours",  you can specify your working days and the start and end time of each working day. If you enable this option, , only the status events during business hours are taken into account in the calculation of the service level.
  7. Click Save to persist your changes

Create Business Service

Perform the following steps to create business services in Business Service Management:

  1. Select tile "Business Service Management" from the SAP Cloud ALM Launchpad.
  2. Select "Configuration".
  3. Expand "Business Service Configuration".
  4. Select "Edit Configuration".
  5. Select  "Add".
  6. Select tab "Basic Information".
  7. Enter a name and a description.
  8. Select tab "Services/Systems".
  9. Add Cloud Services or Systems to your Business Service

Define Service Level Objective

  1. Select tab "Service Level Objective".
    By default , the new business service will automatically inherit the settings defined under "Service Level Objective (Global Settings)" and no configuration is required here.
    However, if a particular business service should have a different service  level objective, you can disable the "Use Global Settings" flag in the business service configuration screen and define a business service specific Service Level Objective.

Configure event actions (optional)

The following event actions are supported by Business Service Management:

  • Send e mail notifications for new or updated status events.
  • Create a ticket in your ticketing system for new status events and update ticket on event updates.
  • Send chat messages to your chat system informing about  new status events and updates  on existing status events
  • Start operation flows (either a SAP Build Process Automation or SAP Automation Pilot Command ) at the start and the end of a status event

Prerequisites

To send e mail notifications:

Add relevant recipients to Notification Management in SAP Cloud ALM.

To create tickets:

  1. Establish connectivity to external ticket system
  2. Create Webhook
  3. Create Mapping
  4. Create subscription

To send chat messages:

  1. Establish connectivity to external Chat system
  2. Create Webhook
  3. Create Mapping
  4. Create subscription

as described in SAP Cloud ALM Integration with External Chat Systems. 

For the integration with MS Teams use the mapping described here.

To trigger operation flows:

Configure the Integration with SAP Build Process Automation or SAP Automation Pilot and register operation flows with use case "Business Service Management".

Configuration

  1. Select tab "Event Actions".
  2. Repeat the steps below for all event types (Disruption, Degradation, Maintenance or Communication) for which you want to activate event actions.
    1. Select a suitable variant.
    2. If no suitable variant exists, select edit.
    3. Switch on "Send E mail to" if SAP Cloud ALM should send e mail notifications for status events.
      1. Select a condition to define when e mails should be send. For some conditions you also need to define a timing, for example 30 minutes after detection.
      2. Add the relevant e mail recipients.
      3. Optionally: Add additional conditions and e mail recipients.
    4. Switch on "Start Operation Flow" if SAP Cloud ALM should trigger automations at the start or end of a status event.
      1. Select a condition to define when the operation flow should be triggered.
      2. Select the right operation flow.
      3. Optionally: Add additional conditions and select the relevant operation flow.
    5. Switch on "Send Chat Notification" if SAP Cloud ALM should send chat notifications for status events.
      1. Select a condition to define when chat notifications  should be send. For some conditions you also need to define a timing, for example 30 minutes after detection.
      2. Select the subscription for chat.
      3. Optionally: Add additional conditions and select the relevant subscription.
    6. Switch on "Create Ticket", if SAP Cloud ALM should create tickets  for status events. 
      1. Select the right subscription.
    7. Select "Save" if you want to save this configuration for the selected business service and event type only.
    8. Select "Add variant" if you want to reuse this configuration as a variant for other business services. Enter a variant name. Select Save.
      Please note: 
      • Variants are bound to the event type. For example, you cannot use a variant defined for a maintenance event for a disruption event due to different conditions.
      • You can use a variant as a template. Select the variant. Select edit. The parameters defined in the variant will be copied to the business service and the variant assignment will be revoked. You can modify the parameters and save them for the selected business service only or create a new variant from them.

Deletion of Business Services

Perform the following steps to remove no longer required  business services in Business Service Management:

  1. Select tile Business Service Management
  2. Select Configuration
  3. Expand Configuration
  4. Select Edit Configuration
  5. Select the business service
  6. Select Delete

The business service will be deleted and can no longer be used in Business Service Management.

The comprised services or systems remain in Landscape Management and eventual monitoring configuration is not impacted.

Customer Support

In case you encounter problems using Business Service Management in SAP Cloud ALM, please create a case using one of the following components:

  • SV-CLM-OP-BSM - Business Service Management

Please select your SAP Cloud ALM tenant when creating the case.