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:

1. 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. 
   
   
2. Outage Import and Maintenance
   1. 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.
   2. 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 .
   3. 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".
3. 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.
4. Availability Reporting
   Different reporting options exist:
   1. The overview page shows the calculated availability for the past reporting periods. 
   2. You can  configure availability reporting based on Service Availability Management in OCC dashboards .
   3. You can configure an OData interface that exposes the availability and outage information  to external applications.
   4. 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.
   5. 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.

1. Open the Launchpad
2. Select Advanced System Management or Advanced Application Management
3. Select Service Availability Management

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:

• Switch between a monthly or yearly display depending on the defined reporting period. 
• Select different reporting periods 
• Select whether the displayed availability is calculated based on confirmed outages only or based on all outages. 
• Select a reporting period to open the Availability Charts for the selected reporting period and compare the availability of multiple systems /services
• Select an entity to open the Availability Charts for this entity  and compare current and previous reporting periods

From the Availability Charts  you have the following options:

• Compare the availability for multiple systems in one reporting period or the availability for a system in multiple reporting periods.
• Select one system to drill down to the availability for months or days and to identify the months or days where outages occurred and the availability dropped.
  (Whether you can drill down to days or drill down to months depends on the reporting period defined in the Service Availability Definition.)

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:

The Outage Overview  provides the following options: 

• Use the filter button to filter on systems  with open outages and to filter on entities where SLA is breached.
• Select one or multiple entities and press the mass maintenance button. This opens the Outage Overview view showing all outages for the selected entities in the selected reporting period. From here you can do mass or single maintenance of outages.
• Click on one system. This opens the Outages view showing all outages for the selected system in the selected reporting period. From here you can do mass or single maintenance of outages.

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:

Outages are displayed in the outage list if the following conditions apply:

• Planned or unplanned  outages were created manually for the selected managed objects in the selected time frames
• Unplanned outages that were created automatically from an availability alert for the selected managed objects in the selected time frame after the current status of the availability alert turned from yellow or red to green
• Planned outages that were created automatically from a planned downtime work mode for the selected managed objects in the selected time frame after the work mode was completed 
• Since SAP Focused Run 3.0 FP02:
  If availability alerts remain open over the month's end,  Unplanned Outages will be created automatically on the first day of the next month covering the last month. The end time stamp of the outages will be set to the last day the of month at midnight in the time zone of the service definition.  The comments section of the outage will contain the text "Outage Created from Batch job at month end". Another outage for this availability alert will be created later, if the status changes to green or if another month's end is reached. This change ensures that the monthly availability is calculated correctly also in case of longer lasting outages. 

You can select one or several outages and perform the following mass maintenance actions for them together:

• Hide Outage: Set the selected outages to hidden. This will hide them from the outage list and exclude them from availability reporting. Hidden outages can be shown if " Show Hidden Outages" is "Yes". Hidden outages are outages that the system administrator wants to exclude from reporting. For example, because they are based on false alerts.
• Unhide Outage: Remove the hidden flag from the selected hidden outages. Afterwards they are shown again in the outage list and can be processed. Hidden outages can only be selected if " Show Hidden Outages" is set to "Yes".
• Approve Outage: Set all selected outages to status confirmed. Confirmed outages will be used in SLA calculations and availability reporting
• Reject Outage: Set all selected outages to status in process so that they must be maintained again by system administrator
• Review: Set all selected outages to status to be reviewed
• Modify: Date Time Maintain common start and end time for all selected outages together
• Set reason: Maintain common reason for all selected outages 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:

1. Select the Create Outage button
2. Maintain the following data:

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.

1. Select one Outage. This opens the Outage Details screen. 
2. Maintain the following data:

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 alert such as Alert Name, Alert Status, and Alert Start Time.

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.

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

Select a service availability definition to see it's details and perform changes.

• Completed service availability definitions cannot be changed. 
• For active service availability definitions, it is possible to change the end date and to add new Contractual Maintenance Periods. The other settings cannot be changed.
• Inactive  service availability definitions can be changed and deleted.

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:

In the entities tab: 

Entity /Entity type: Select  system, database or service for which the new service definition is valid.

In the Availability tab:

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.

Contractual maintenances are shown in IT Calendar as an own event type.

Please note: Contractual Maintenance Periods do not suppress alerts while they are active. If you want to perform maintenance activities with system restart during a contractual maintenance period you need to schedule a planned downtime from work mode management to suppress alerts.

The availability is calculated as follows: Availability (%)= (1 - OT  / AST ) * 100 %

• AST ( Agreed Service Time ) is the duration of the agreed service time per Reporting Period 
• OT (Outage Time) is the duration of all system outages that occurred during the Agreed Service Time
• aAST (adjusted Agreed Service Time ) is the duration of the agreed service time per Reporting Period  reduced by the overlapping part of Contractual Maintenance Periods and  the overlapping part of non-SLA relevant  planned downtimes

• The agreed service time for a system is on work days from 9 am to 5 pm.
• The reporting period is monthly. The current month has 21 work days.
• A Contractual Maintenance Period is scheduled every 1st Friday of the month from 4 pm to 9 pm.
• The customer has requested an additional planned downtime on the 2nd Friday from 2 pm to 6 pm for release upgrade. The planned downtime is outside the contractual maintenance period.Despite of this it  is not SLA - relevant because it was requested by customer.
• A system outage occurred on the 2nd Tuesday from 1 pm – 6 pm.

Service Availability Management will calculate the monthly availability as follows:

In this section you can find documentation for advanced setup:

• Web Services for Automation of Service Availability Management Setup
• OCC dashboards for availability reporting based on Service Availability Management Data
• OData interface to expose Service Availability Management data to external tools
• Automated report sending via guided procedures