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:
Maintain a Service Definition for each system, database or service that has to be managed by Service Availability Management.
How to open Service Availability Management
The Service Reporting 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:
The Outage Summary view provides an overview over open and confirmed outages and Service Level Agreement.
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 (as of SAP Focused Run 2.0 FP02) | Duration of all confirmed unplanned outages in minutes |
Unplanned Total Downtime (as of SAP Focused Run 2.0 FP02) | 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. |
Availability Threshold (%) | Shows the SLA threshold defined in the Service Definition |
The Outage Overview provides the following options:
The outage overview 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 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 |
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 " Show Hidden Outages" is "Yes". |
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. 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 and 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 alert such as Alert Name, Alert Status, and Alert Start Time.
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. For existing service availability definitions, it is possible to change the end date and to add new Contractual Maintenance Periods. The other settings cannot be changed.
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 system, database or service 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 monthly or yearly |
Pattern |
Define the daily or weekly pattern for the agreed service time during which the entity must be available per SLA. Examples:
|
In the Contractual Maintenance tab, you can define reoccurring periods and specific dates, during which maintenances are allowed without affecting the SLA. If Contractual maintenances overlap with agreed service times, the agreed service time is shortened on this day.
The following changes have been applied with FP 01 in SAM: The handling of HANA replication scenarios has been improved.
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.
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 blacklist the following alerts (technical names are given):
The availability is calculated as follows: Availability (%)= (1 - OT / AST ) * 100 %
Service Availability Management will calculate the 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 % |