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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 Availability Management consists out of the following pages:
In addition, availability and outage reporting capabilities based on Service Availability Management data are provided via OCC dashboards.
Prerequisites for using Service Availability Management:
Service Availability Management Configuration:
The Overview page shows the calculated availability for the selected systems, databases and services in selected reporting periods. It gives you a quick overview whether the availability service level agreement was met or breached.
From the Service Reporting you have the following options:
From the Availability Charts you have the following options:
Please note: The drill down to the day shows the monthly availability projected on the days of the month.You can determine on which day of the month outages happened and the monthly availability got reduced. The drill down to the day does not show the availability on a particular day.
The Outage Summary view provides an overview over open and confirmed outages and Service Level Agreement. It is the entry point for the monthly outage review, maintenance and confirmation process.
The following data is shown:
Entity and Entity type | Identifier and type of the system, database or service |
---|---|
Reporting Period | The reporting period for which outages were recorded |
SLA Breached | The SLA is breached when calculated availability based on confirmed outages is below the availability SLA for the reporting period |
Open outages | Number of outages in status New, in process, to be reviewed. They need to be processed and confirmed or hidden. |
Confirmed outages | Number of outages that have been processed and are confirmed. |
Unplanned Confirmed Downtime | Duration of all confirmed unplanned outages in minutes . |
Unplanned Total Downtime | Duration of all (confirmed and unconfirmed) unplanned outages in minutes . |
Remaining Downtime Confirmed | Shows how many minutes are left in the current reporting period until the SLA is breached. If the value becomes negative, SLA is already breached. It considers only the confirmed outages. |
Remaining Downtime All | Shows how many minutes are left in the current reporting period until the SLA is breached. If the value becomes negative, SLA is already breached. It considers both confirmed and unconfirmed outages. |
Availability Confirmed (%) | Shows the calculated availability in the current reporting period. It considers only confirmed outages for the calculations. |
Availability All (%) | Shows the calculated availability in the current reporting period. It considers both confirmed and unconfirmed outages. You can use this as a preview: What will be the calculated availability if all open outages for the displayed reporting period will be confirmed. |
Availability Threshold (%) | Shows the SLA threshold defined in the Service Definition |
The Outage Overview provides the following options:
The outages page shows the list of outages for the selected entities in the selected reporting periods. It allows to edit existing outages or create new ones.
The following data is shown:
Data | Content |
---|---|
Entity and Entity type | Identifier and type of the system, database or service |
Type |
|
Status |
|
Category | The category of the outage as maintained in the Outage Details |
SLA relevant | Whether the outage is SLA relevant or not. Only the duration of SLA-relevant outages during agreed service times is considered by availability reporting. Unplanned outages are most of the time SLA relevant while planned downtimes are not. If an unplanned outage is set to SLA relevant (which is the default setting) and the start and end time lies in the agreed service time then the calculated availability for the affected service is reduced . |
Downtime (mins) | The duration of the outage in minutes . The duration is adjusted so that it shows only the parts of the outages that lie inside the agreed service time and outside contractual maintenance periods. If the complete outage is outside agreed service times or during a contractual maintenance period, the duration is shown as 0 . |
Start and End time | Start and End time of the outage. For unplanned outages created by monitoring and alerting the start time is the start time of the availability alert . The end time is the time when the current status of the alert turned from red or yellow to green. For planned outages imported from work mode management ,start time and end time correspond to the start and end times of the work mode. Start and end time of the outage may differ from alerting or work mode management if it was manually adjusted. |
Source |
|
Hidden | Whether the downtime has been "hidden" or not. Hidden outages are outages that the system administrator wants to exclude from reporting because for example they are based on false alerts. Hidden outages are only shown if the filter "Show Hidden Outages" is set to "Yes". |
Outages are displayed in the outage list if the following conditions apply:
You can select one or several outages and perform the following mass maintenance actions for them together:
Normally, unplanned outages are detected automatically by system monitoring and transferred to Service Availability Management. Planned downtimes are imported from work mode management or system monitoring. So, the manual creation of outages is only necessary in special cases.
Proceed as follows to create new outage:
Data | Content |
---|---|
Entity |
|
Type |
|
Category |
The category of the outage |
SLA relevant |
Whether the outage is SLA relevant or not. Only the duration of SLA-relevant outages is considered by availability reporting. Unplanned outages are by default SLA relevant while planned downtimes are not. But this can be changed in the outage details |
Start and End time |
Start and End time of the outage |
Reason |
Textual description of downtime reason |
Business Impact |
Textual description of business impact |
Other Comments |
Other Comments |
Click on "Save" to create the new outage. Click on Email to send a notification email about the new outage.
Please note: New outages are by default in status "New". They need to be reviewed and set to confirmed before they are taken into account for availability calculations.
Data | Content |
---|---|
Type |
|
Category | The category of the outage |
SLA relevant | Whether the outage is SLA relevant or not. Only the duration of SLA-relevant outages is considered by availability reporting. In most cases, unplanned outages are by default SLA relevant while planned downtimes are not. But this can be changed in the outage details. |
Start and End time | Start and End time of the outage |
Reason | Textual description of downtime reason |
Business Impact | Textual description of business impact |
Other Comments | Other Comments |
Status |
|
If the outage is already set to completed you can only edit the reason, business impact and comments or revert the status.
Since SAP Focused Run 2.0 FP02 an Alert Details tab is added for unplanned outages reported by MAI. On this tab, you can view some details of the originating alerts such as Alert Name, Alert Status, and Alert Start Time. It also provides navigation links to the alerts in alert inbox given that the alert was not already deleted.
Since SAP Focused Run 3.0 FP02, the comments section is in some cases populated with some explanatory texts informing about contributing alerts, that the outage was split at month's end or in case of planned outages that it was scheduled on short notice and is therefore SLA relevant. It is possible to change these texts manually when processing the outages.
Since SAP Focused Run 3.0 FP03 the outage details show a SLA relevant times tab for unplanned outages reported by MAI.
The SLA Relevant Times tab shows which parts of the outage overlap the availability pattern defined in the service definition and which not.Only the parts of the outage that overlap the availability pattern reduce the calculated availability.
Each system, database or service that has to be managed by Service Availability Management needs to have an active service definition.
Select the Service Availability Definition page to see the service definitions for the selected systems.
The Service Availability Definitions Overview shows the following data for each service definition
Data | Content |
---|---|
Status |
|
Title | Title |
Entity and type | Identifier and type of the selected system, database or service |
Start and end date | First and last validity date of the service definition |
Select a service availability definition to see it's details and perform changes.
Select Button " Add new service availability definition" to create a new service availability definition:
To create a new service availability definition, you need to maintain the following data
General Data:
Data | Content |
---|---|
Title |
Title |
Start and end date |
First and last validity date of the service definition |
Time Zone |
The time zone in which availability patterns and contractual maintenances are defined |
In the entities tab:
Entity /Entity type: Select systems, databases or services for which the new service definition is valid.
In the Availability tab:
Data | Content |
---|---|
SLA Threshold (%) | The minimum allowed availability in %. E.g.: 99.5 %, 95% |
Reporting Period | The period for which the availability data shall be calculated. Possible values are weekly, monthly or yearly. The weekly reporting period is available as of Focused Run 3.0 FP03. For systems or services with weekly reporting period, the availability will be calculated on weekly basis starting from Monday till Sunday. |
Pattern | Define the daily or weekly pattern for the agreed service time during which the entity must be available per SLA. Examples:
|
Contractual Maintenance Periods are time slots during which maintenances are allowed without reducing the calculated availability of the service.
In the Contractual Maintenance tab, you can define patterns for reoccurring maintenance dates as well as define specific dates, during which maintenances are allowed. If contractual maintenances overlap with agreed service times, the agreed service time is shortened on this day.
Contractual maintenances are shown in IT Calendar as an own event type. If you want to remove one instance of a future maintenance date you can delete it from IT Calendar. The deletion of single contractual maintenance periods is supported as of SAP Focused Run 3.0 FP03.
Please note: Contractual Maintenance Periods do not suppress alerts while they are active. If you want to perform maintenance activities with system downtime during a contractual maintenance period you need to schedule a planned downtime from work mode management to suppress alerts.
HANA Replication Scenarios are defined as follows in SAP Focused Run:
Before SAP Focused Run 2.0 FP01 the HANA replication scenarios were not taken into account:
This has been improved as of SAP Focused Run 2.0 FP01:
Service Availability Definitions on HANA DBs which have been created before the upgrade to SAP Focused Run 2.0 FP01 will not be affected.
As of Focused Run 3.0 FP01 you can optionally automate the creation of service definitions using webservices instead of defining them manually via the Service Definition UI.
By default, all system monitoring alerts of category Availability and context types Technical System and Technical Instance create an SLA relevant unplanned outage in Service Availability Management as soon as the alert was confirmed or the status turns to green.
You might want to exclude some availability alerts from creating outages in Service Availability Management.
As of Focused Run 2.0 FP02, this can be achieved as below:
Based on our experience we recommend you to exclude the following alerts from generation outages in Service Availability Management (technical names are given):
By default, ABAP and Instance Availability alerts create SLA relevant unplanned outages in Service Availability Management and reduce the calculated availability of the affected systems. As instance availability alerts do not necessarily mean that the complete system was unavailable, this behavior is not always desired.
You have the following options:
By default, planned downtimes create non-SLA relevant planned outages in Service Availability Management and do not reduce the calculated availability of the affected systems. In some case this is not desired.
As of SAP Focused Run 3.0 FP02 you can activate this behavior by maintaining table WMM_CUSTOM in transaction SE16. Add an entry with field "WMM_EMERGENCY_PD_MIN" and value = <xx>. <xx> is a value in minutes.
For example, if table WMM_CUSTOM contains an entry with field "WMM_EMERGENCY_PD_MIN" and value 60 the following will happen:
You can define the following from the Service Availability Management Page Outage Customization:
The availability is calculated as follows: Availability (%)= (1 - OT / AST ) * 100 %
Service Availability Management will calculate the monthly availability as follows:
Data | Content |
---|---|
The duration of the agreed service time is | AST = 21d*8h*60 min = 10080 min |
The system outage lasted for 5 hours (300 minutes). But only 4 hours (240 minutes) are during AST | Ot = 240 min |
The system availability is calculated as follows | Availability (%) = (1 - 240 min / 10080 min) ∗ 100 % = 97.62 % |
In this section you can find documentation for advanced setup:
SAP Focused Run 3.0 FP03
SAP Focused Run 4.0 SP00