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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

Create Business Services and define Service Level Objective

Status events , for example a maintenance reported by SAP For Me, are only displayed in event calendar, notified via e mail or ticket if the corresponding cloud service or system is added to a business service in Business Service Management.

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

  1. Select tile Business Service Management
  2. Select Configuration
  3. Expand Configuration
  4. Select Edit Configuration
  5. Select  Add
  6. Enter Name and Description
  7. Add Cloud Services or Systems
  8. Optionally define a service level objective.
    By default, the global service level objective is used. You can define the global settings under Service Level Objective. If you want to configure a service level objective with differing values for your business service, unmark the checkbox and enter the parameters as follows:
    • Service Level Objective: Set an objective according to which your service levels are rated.
    • Default Display Mode: The default display mode impacts the time frame that is used for the calculation of the service level on the Business Service Overview.
    • Time Zone: Change the time zone that is used for the calculation of the service level.
    • Business Hours: By customizing your business hours, you can specify your working days and the start and end time of each working day. If you enable this option, in the event of a service downtime, only the affected time period within actual business hours and according to your time zone is taken into account in the calculation of the service level.
  9. Click Save to persist your changes

 

Configure e mail notifications for status events (optional)

Perform the following steps to configure the automatic sending of e mail notifications for status events. (Disruptions, Degradations, Maintenances, Customer Communications) 

  1. Add relevant recipients to Notification Management in SAP Cloud ALM 
  2. Define the conditions when to send e mails.
    1. Select tile Business Service Management
    2. Select Configuration
    3. Expand Event Settings and select Edit Event Settings
    4. Switch on the conditions when the e mail notification shall be send
  3. Define who should receive e mail notifications and for which business service
    1. Select tile Intelligent Event Processing
    2. Select Event Processing Rules
    3. Select Add Rule 
    4. Enter a explanatory rule name and switch the rule on
    5. Select type Business Service Management Event
    6. Select in field "Managed Components" the Business Services which should be notified.
    7. Enter in Event Sub Type the event type for which to send e mails. Possible values are "*" to send notifications for all event types or  "Disruption", "Degradation", "Maintenance", "Communication"
    8. Leave the other fields empty
    9. Select Action Send Email
    10. Select the recipients who should receive e mail notifications

Configure the creation of tickets for status events (optional)

Perform the following steps to configure the automatic creation of tickets in an external ticketing system for status events. (Disruptions, Degradations, Maintenances, Customer Communications) 

  1. Establish connectivity to external ticket system
  2. Create Webhook
  3. Create Mapping
  4. Create subscription
  5. Define  for which business service and event subtypes the ticket shall be send
    1. Select tile Intelligent Event Processing
    2. Select Event Processing Rules
    3. Select Add Rule 
    4. Enter an explanatory rule name and switch the rule on
    5. Select type Business Service Management Event
    6. Select in field "Managed Components" the relevant Business Services
    7. Enter in Event Sub Type the event type for which to create tickets . Possible values are "*" to create tickets for all event types or  "Disruption", "Degradation", "Maintenance", "Communication"
    8. Leave the other fields empty
    9. Select Action Create Ticket
    10. Select the previously created subscription

Define Global Settings for the Service Level Objective.

Perform the following steps to define Global Settings for the Service Level Objective. These global settings will be assigned automatically to each newly created business service so that it is not required to maintain them repeatedly. If individual settings are required for particular business services, the global settings can be removed from them and individual settings maintained.

  1. Select tile Business Service Management
  2. Select Configuration
  3. Expand Configuration
  4. Select Edit Configuration
  5. Select  Service Level Objective
  6. Enter the service level objective
  7. Choose the default display mode
  8. Optionally define business hours
  9. Click Save to persist your changes

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.