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Service Availability Management
Service Availability Management in SAP Focused Run provides availability reporting for business-critical systems, databases or services. It calculates the availability based on outages detected by system monitoring and compares it to defined availability Service Availability Levels. Unplanned outages are automatically imported from system monitoring. Planned downtimes are automatically imported from work mode management. They must be reviewed and adjusted by system administrators and confirmed by IT service managers or other supervisors before they are taken into account in the availability reporting. The adjusted downtime data is called service outages. Service Availability Management can be the single source of truth for Availability Service Level Agreement reporting.
The high level process is as follows:
- Service Definition Maintenance
The service or system owner creates a new service definition for each system or service that should be included in service availability management reporting. Depending on the start and end time of the service definition, this step needs to be executed seldom or only once. This step can be automated via web services.
- Outage Import and Maintenance
- If system monitoring or health monitoring raise an availability alert for a system or service with active Service Availability Definition, a temporary outage is created in Service availability Management. This temporary outage is invisible to the user. As soon as the alert status returns to green , the temporary outage is converted into a permanent outage and becomes visible and editable to the end user in Service Availability Management. Since SAP Focused Run 4.0 FP03, outages are also created automatically for Simple Diagnostics Agent not available alerts.
- Planned downtimes from IT Calendar are imported automatically from Work Mode Management after they are completed. They are displayed in Service Availability Management as planned outages .
- At the beginning of the next reporting period, usually beginning of the next month, operation teams review and maintain the outages in Service Availability Management. This includes adding comments and reason, correcting start and end times, hiding outages if they are based on false alerts or adding outages that were not detected automatically. At the end they set the outages to status "to be reviewed".
- Outage Confirmation
The service or system owner reviews the outages and confirms or reject them. Confirmed outages influence immediately the availability calculation for the last months. As soon as all outages are confirmed, availability reporting for the completed reporting period can be provided to interested parties. - Availability Reporting
Different reporting options exist:- The overview page shows the calculated availability for the past reporting periods.
- You can configure availability reporting based on Service Availability Management in OCC dashboards .
- You can configure an OData interface that exposes the availability and outage information to external applications.
- You can define an availability and outage reporting guided procedure which runs automatically in a defined schedule, generates a report and sends it via mail to interested parties.
- You can export availability and outage data to a spreadsheet.
Service Availability Management consists out of the following pages:
- The Overview page shows the calculated availability for the selected entities.
- The Outages page shows the outages for the selected entities and allows to create or maintain outages.
- The Service Availability Definitions page shows the Service Availability Definitions for the selected entities and allows to maintain additional service definitions.
- The Reporting page provides up time reporting.
- The System Down Monitoring shows system and services that currently either are in a planned downtime or are currently down (open availability alert)
In addition, availability and outage reporting capabilities based on Service Availability Management data are provided via OCC dashboards.
Prerequisites for using Service Availability Management:
- Simple System Integration was performed for each system, database or service that has to be managed by Service Availability Management
Service Availability Management Configuration:
- Maintain a Service Definition for each system, database or service that has to be managed by Service Availability Management as explained below in section "Service Availability Definitions"
- Perform optional Customizing as explained below
- As of SAP Focused Run 3.0 FP02: Adapt the scheduling of job "SAP_FRN_SAM_SPLIT_OUTAGE" as explained in the master guide section 6.1.3.