Business Service Manager Version Scenarios Guide SC

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1 Business Service Manager Version Scenarios Guide SC

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3 Business Service Manager Version Scenarios Guide SC

4 Note Before using this information and the product it supports, read the information in Notices on page 205. Edition notice This edition applies to IBM Tivoli Business Service Manager Version 6 Release 1.1 and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation 2008, US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents About this publication Audience Publications TBSM library Prerequisite publications Related publications Accessing terminology online Accessing publications online Ordering publications Accessibility Tivoli technical training Support information Conventions used in this publication Typeface conventions Introduction to IBM Tivoli Business Service Manager What's new in TBSM Version Technical overview of TBSM TBSM architecture TBSM components Integrated applications Operating system variables and paths Java support Service configuration overview Service configuration scenarios goals Tutorial service model scenario Service model structure Tracking trouble-ticket data for services TBSM service model configuration overview Plan your service model Create service templates Create structural dependencies Identify data sources Create incoming status and numerical rules Create services Create custom service trees and views Create SLAs Set permissions Monitor services Configure services based on events.. 27 Scenario goals Create the service structure Create lowest-level service templates Creating OSRegion template and dependencies 30 Creating online services template and dependencies Create rules to monitor real-time status Create rule for OSDBfarm service template Create incoming status rule for OSNetwork template Create rules for OSWebfarm template Create a new service Creating the DBFarmABCBankAsia service Test events for the services Sending test events View and change events in TBSM Create services automatically from events Create auto-population rules for OSDBfarm service template Testing the auto-population rule Configure services based on SQL data 53 Scenario goals Working with data from an SQL data source Accessing tutorial data REGIONALTICKETS data fetcher overview Create the REGIONALTICKETS data fetcher.. 57 Create query with the Query Builder View data fetcher results Create users for custom pages Service tree columns for ticket counts Creating new service tree columns Create custom Service Tree portlet Create freeform custom page Rules to process SQL data Create rule to count critical tickets Create rule to count high tickets Displaying the rule-output values Create rule to count high-severity OSDBfarm tickets per OSRegion Roll up critical-severity OSDBFarm ticket counts to OS region Create rules for OSNetwork template Create rule to count critical-network tickets Create rule to count high-network tickets Create rules for OSWebfarm template Create rule to count critical OSWebfarm tickets 79 Create rule to count high OSWebfarm tickets.. 81 Mapping SQL data to service tree columns Mapping OSDBfarm rules to columns Set identification fields for OSDBfarm services.. 84 Updating the column data display Create services automatically from SQL data Create auto-population rules for OSNetwork service template Testing the auto-population rules Create auto-population rules for OSWebfarm services Display ticket counts in the Service Editor and Viewer Create new view definition Configure view definition visuals for low-level services Adding a Service Viewer to a page Copyright IBM Corp. 2008, 2012 iii

6 Configure text-based rules from ticket data Creating data fetcher for text values Create text rules for tickets Create regional structure for ticket data Create services for tickets by hand Creating scorecard for ticket summaries Create ticket services automatically Create numerical rules for services 113 Scenario goals Create rules to count all tickets for a service Create formula rule for OSDBfarm services Create formula rule for OSNetwork services Create formula rule for OSWebfarm services Create service tree columns for total tickets Creating tickets column Rules to count tickets for child services Create rules to count total tickets per region Create formula rule for high tickets Create formula rule for critical tickets Create rule for total tickets Create scorecards for regional ticket counts Mapping OSRegion formula output values to columns Create rules to count tickets per customer Create rules to count service score Create formula rule to measure service score 127 Create score card columns for customer tickets Create service score column Map online services rules to scorecard columns 131 Display ticket counts and score in service editor 131 Display total tickets for base-level services Display ticket counts for OSRegion services Configure gauge visual for online-services score 136 Show and hide services based on status Set base-service visual thresholds Set OSRegion visual thresholds Changing the service status Updating the RegionalTickets data fetcher Setting default view definition for a template Configure TBSM charts Creating a chart from a database Adding chart portlet to a page Configuring a pie chart Adding service parameters to a chart Creating chart from service model data Loading the model data chart Customizing charts in BIRT Charting User roles for charting Modifying chart properties Creating a custom canvas for a user 155 Creating the user AsiaRegionalManager Creating the AsiaRegionalManager page Setting the Service Viewer Preferences Creating a custom canvas Displaying AsiaRegionalManager page as the default page Exporting and importing scenarios 161 Exporting and importing a Tivoli Integrated Portal page Expected result Export the TBSM customization artifacts from the source Data server Copy and rename the TBSM tree template policy from the source Data server Export the Executive View page using the Tivoli Integrated Portal Export wizard Import the TBSM customization artifacts to the target Data server Import the TBSM tree template policy to the target Data server Import the Executive View page to the target Dashboard server Other considerations Exporting and importing TBSM service templates and rules Expected result Export the TBSM service templates and rules that support the Executive View page Import the TBSM service templates and rules that support the Executive View page Reference information Integrating with Tivoli applications 169 Integration components Discovery Library toolkit overview Integration with z/os systems Event flows Integration scenarios Monitoring the status of a managed system Assigning templates to discovered services automatically Integrating with ITCAM for SOA Configuring the Impact policy PasstoTBSM Notices Trademarks Index iv IBM Tivoli Business Service Manager: Scenarios Guide

7 About this publication Audience Publications This guide contains information how to operate, maintain, and configure the product. This publication is for administrators and system programmers who need to use, install, maintain, or configure TBSM. This section lists publications in the TBSM library and related documents. The section also describes how to access Tivoli publications online and how to order Tivoli publications. TBSM library The following documents are available in the TBSM library: v v v v v v v v Installation Guide, GI Provides information about installing the product. Quick Start, GI Provides overview information about TBSM. Exploring IBM Tivoli Business Service Manager, GI Provides an overview of the product features. Administrator's Guide, SC Provides information about managing and configuring TBSM. Service Configuration Guide, SC Provides information on how to use the features of the product console. Customization Guide, SC Provides information on how to customize select features of the product. Troubleshooting Guide, GI Provides information about resolving common problems with the product. Release Notes, Provides latest information about the product discovered late in the test cycle that cannot be incorporated into the other publications. Prerequisite publications To use the information in this publication effectively, you must have some prerequisite knowledge, which you can obtain from the publications listed here. These publications are included on the Tivoli Documentation Central pages at: v IBM Tivoli Netcool/OMNIbus Version 7 Release 3.1 User Guide Provides an overview of Netcool/OMNIbus components, as well as a description of the operator tasks related to event management using the desktop tools. TBSM uses Netcool/OMNIbus as its event manager. Copyright IBM Corp. 2008,

8 v IBM Tivoli Netcool/OMNIBUS Administration Guide Provides information about how to perform administrative tasks using the Netcool/OMNIbus Administrator GUI, command line tools, and process control. It also contains descriptions and examples of ObjectServer SQL syntax and automations. v IBM Tivoli Netcool/OMNIBUS Probe and Gateway Guide Provides information contains introductory and reference information about probes and gateways, including probe rules file syntax and gateway commands. For more information about specific probes and gateways, refer to the documentation available for each probe and gateway. v IBM Tivoli Netcool/OMNIBUS Probe for Tivoli EIF Provides reference information about the optional Probe for Tivoli EIF that is included with TBSM. Related publications The following documents also provide useful information and are included in the TBSM Information Center. These publications are included on the Tivoli Documentation Central pages at: v IBM Tivoli Netcool/Impact Administration Guide Provides information about installing, configuring and running Netcool/Impact and its related software components. TBSM uses Netcool/Impact policies to parse events and other data. v IBM Tivoli Netcool/Impact User Interface Guide Provides information about using the Netcool/Impact user interface. v IBM Tivoli Netcool/Impact Policy Reference Guide Provides reference information about the Netcool/Impact Policy Language (IPL). It contains complete information about policy language syntax, data types, operators and functions. v IBM Tivoli Netcool/Impact Solutions Guide Provides information about implementing Netcool/Impact in your environment. v IBM Tivoli Netcool/Impact DSA Reference Guide Provides reference information about Netcool/Impact data source adaptors (DSA). Accessing terminology online The IBM Terminology Web site consolidates the terminology from IBM product libraries in one convenient location. You can access the Terminology Web site at the following Web address: Accessing publications online The format of the publications is PDF, HTML, or both. IBM posts publications for this and all other Tivoli products, as they become available and whenever they are updated, to the Tivoli Documentation Central Web site at 2 IBM Tivoli Business Service Manager: Scenarios Guide

9 Note: If you print PDF documents on other than letter-sized paper, set the option in the File Print window that allows Adobe Reader to print letter-sized pages on your local paper. Ordering publications You can order many Tivoli publications online at You can also order by telephone by calling one of these numbers: v In the United States: v In Canada: In other countries, contact your software account representative to order Tivoli publications. To locate the telephone number of your local representative, perform the following steps: 1. Go to 2. Select your country from the list and click Go. 3. Click About this site in the main panel to see an information page that includes the telephone number of your local representative. Accessibility This guide contains information how to operate, maintain, and configure the product. Tivoli technical training Support information Accessibility features help users with a physical disability, such as restricted mobility or limited vision, to use software products successfully. In this release, the TBSM console does not meet all accessibility requirements. For Tivoli technical training information, refer to the following IBM Tivoli Education Web site at If you have a problem with your IBM software, you want to resolve it quickly. IBM provides the following ways for you to obtain the support you need: Online Access the IBM Software Support site at support/probsub.html. IBM Support Assistant The IBM Support Assistant is a free local software serviceability workbench that helps you resolve questions and problems with IBM software products. The Support Assistant provides quick access to support-related information and serviceability tools for problem determination. To install the Support Assistant software, go to support/isa. Troubleshooting Guide For more information about resolving problems, see the problem determination information for this product. About this publication 3

10 Conventions used in this publication This publication uses several conventions for special terms and actions, operating system-dependent commands and paths, and margin graphics. Typeface conventions This publication uses the following typeface conventions: Bold Italic v v v v v Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text Citations (examples: titles of publications, diskettes, and CDs Words defined in text (example: a nonswitched line is called a point-to-point line) v Emphasis of words and letters (words as words example: "Use the word that to introduce a restrictive clause."; letters as letters example: "The LUN address must start with the letter L.") v New terms in text (except in a definition list): a view is a frame in a workspace that contains data. v Variables and values you must provide:... where myname represents... Monospace v Examples and code examples v File names, programming keywords, and other elements that are difficult to distinguish from surrounding text v Message text and prompts addressed to the user v Text that the user must type v Values for arguments or command options 4 IBM Tivoli Business Service Manager: Scenarios Guide

11 Introduction to IBM Tivoli Business Service Manager This information can help you understand IBM Tivoli Business Service Manager (TBSM), including its business value and key technologies. TBSM delivers the real-time information that you need in order to respond to alerts effectively and in line with business requirements, and optionally to meet service-level agreements (SLAs). The TBSM tools enable you to build a service model that you integrate with IBM Tivoli Netcool/OMNIbus alerts or optionally with data from an SQL data source. TBSM includes optional components that let you access data from other IBM Tivoli applications such as IBM Tivoli Monitoring, and IBM Tivoli Application Dependency Discovery Manager. TBSM processes the external data based on the service model data you created in the TBSM database and returns a new or updated TBSM service event to Netcool/OMNIbus. The TBSM console provides a graphical user interface (GUI) that allows you to logically link services and business requirements within the service model. The service model provides an operator with a view of how, second by second, an enterprise is performing at any given moment in time or how the enterprise has performed over a given time period. What's new in TBSM Version TBSM Version contains support for Jazz for Service Management and Netcool/Impact Jazz for Service Management TBSM has been updated to integrate with Jazz for Service Management and the IBM Dashboard Application Services Hub. In order to use these new features, you also need to have Jazz for Service Management and the IBM Dashboard Application Services Hub installed as part of your environment. Jazz for Service Management employs a new deployment pattern and mechanism that helps you integrate shared components such as your User Interface, Linked Data Registry, Reporting, Security, and Administrative Services. This new mechanism helps you speed up delivery cycles for clients and simplify deployments. For more information see Administration Guide > TBSM and IBM Dashboard Application Services Hub. IBM Dashboard Application Services Hub The IBM Dashboard Application Services Hub provides user interface and dashboard services in Jazz for Service management. This new self-service dashboard capability enables you to combine a variety of visual widgets such as gauges, tables, charts, lists or topology views into custom dashboards using a guided work flow. These dashboards can also include management data from sources such as: Copyright IBM Corp. 2008,

12 v v v Service status and metrics from TBSM Third-party data from Netcool/Impact Performance metrics from IBM Tivoli Monitoring Mobile Support: The self-service dashboard enable you to view business dashboards on mobile devices including tablets and phones. This enables access to both information technology and business data anytime / anywhere and gives you the ability to support your customers more effectively. Linked data integration The Jazz for Service Management registry services follow the Open Services for Lifecycle Collaboration (OSLC) standards; which enable you to reconcile data across multiple sources. This capability lets you link to source data, rather than duplicating it locally. The data linking enables BSM users, including operators, subject matter experts, application owners, or line of business owners to view information about their managed services, applications, or resources that helps them isolate, diagnose, and route problems. Contextual information about these supporting resources can include configuration or health and performance details. TBSM uses the registry services to display Hover Preview help for services in the Service Tree and Service Navigator. For more information see Customization Guide > OSLC hover preview configuration. What's new in Netcool/Impact TBSM includes a full and integrated version of Netcool/Impact version 6 release 1.1 as part of the TBSM Data Server. The new version includes these enhancements: New visualization: The new visualization include Operator View customization enhancements and UI Services provided by Jazz for Service Management. These will enable clients to link their own data accessed through Impact's proven data access methods with visual widgets such as gauges, tables, or lists to create dashboards. Linked data integration: Netcool/Impact can also use the Jazz for Service Management registry services that follow the Open Services for Lifecycle Collaboration (OSLC) standards. Service Level Objective (SLO) Reporting: Enables you to establish and report on service level objectives based on their own measures (for example, incidents, tickets, and availability). Consumability: Continued improvements to enhance the user experience, including MWM cluster replication and reader enhancements. Enhanced Web Services Integrations and Wizards: Enhances and simplifies access to web services data sources. 6 IBM Tivoli Business Service Manager: Scenarios Guide

13 Technical overview of TBSM TBSM architecture This section contains topics about the product architecture and the main software components. This section describes the basic architecture of the IBM Tivoli Business Service Manager (TBSM). Figure 1 on page 8 shows the basic architecture for TBSM. The TBSM Data server analyzes IBM Netcool/OMNIbus ObjectServer events or SQL data for matches against the incoming-status rules you configured for your service models. If the matching data changes the service status, the status of the TBSM service model changes accordingly. When a services status changes, TBSM sends corresponding service events back to the ObjectServer. You can also use data from an external database or an ObjectServer to drive custom views and charts. The Discovery Library Toolkit lets you create TBSM service objects using data from Discovery Library Adaptor (DLA) books or from the IBM Tivoli Application Dependency Discovery Manager. The TBSM users and group permissions are managed by the Tivoli Integrated Portal, which can authenticate users internally, or use data from an external source such as an ObjectServer or LDAP server. Copyright IBM Corp. 2008,

14 Figure 1. Architecture TBSM components This topic describes the components included on the product DVD. The following applications are included on the TBSM product DVD. These applications must be installed on a host that is accessible by the TBSM server. TBSM has the following major components: v Tivoli Integrated Portal v IBM Tivoli Netcool/OMNIbus v Netcool/OMNIbus Web GUI v TBSM Dashboard server v TBSM Data server v TBSM DB2 database v IBM Tivoli EIF Probe (optional) v Discovery Library Toolkit v Business Service Management Agent (optional) v IBM Tivoli Netcool/Impact 8 IBM Tivoli Business Service Manager: Scenarios Guide

15 Tivoli Integrated Portal Tivoli Integrated Portal enables the interaction and secure passing of data between Tivoli products through a common portal. You can launch from one application to another and within the same dashboard view to research different aspects of your managed enterprise. Tivoli Netcool/OMNIbus TBSM monitors the Tivoli Netcool/OMNIbus ObjectServer for incoming events. The ObjectServer collects events from probes, monitors, and other applications such as IBM Tivoli Monitoring. You use TBSM to create service models that respond to the data received in the incoming events. For example, the incoming event data can change the status of a service or start the tracking of a potential SLA violation. In short, if you can set up a probe or other application to forward data to the TBSM ObjectServer, you can use that data to build and monitor your service models. The TBSM installation package includes Netcool/OMNIbus. If you want to use the Discovery Library toolkit, or the IBM Tivoli Event Integration Facility (EIF) probe you need version 7.1 or higher. For more information see: IBM Tivoli Netcool/OMNIbus documentation Netcool/OMNIBus Web GUI The Web GUI is the browser console for Netcool/OMNIbus and TBSM uses Web GUI components to display events related to service models. The Active Event List (AEL) and Service Details portlet in TBSM are Web GUI components, and are installed as part of TBSM. The Tivoli Integrated Portal also includes Web GUI components. For more information see: IBM Tivoli Netcool/OMNIBus documentation TBSM Dashboard server The TBSM Dashboard server manages the TBSM console display. You can have multiple dashboard servers for a single data server. The dashboard server enhances the scalability, performance, and availability of TBSM. The TBSM Dashboard server communicates with the TBSM Data server to support the creation and visualization of service models through connected TBSM consoles. As console users view portions of the service model, the dashboard server will acquire and maintain status of services from the data server. TBSM Data server The TBSM Data server monitors the ObjectServer and external databases for data that affect the status of the services you configured in the TBSM console or with the RAD shell command line tool. The server calculates the status of these services by applying rules to the external data. Your service models and the rules are stored in the TBSM database. TBSM DB2 database The TBSM DB2 database stores all the information on the service models you created in the TBSM console. This data includes rules that determine how your Technical overview of TBSM 9

16 service model changes in relation to data in external data sources. This database also includes tables for the metrics and markers used in the Time Window Analyzer and demo data. A Metric History database, which has a default name of TBSMHIST, is also included to store the historical metric data, TBSM DSAs The optional data source adaptors (DSA) let you monitor external data sources for service-affecting data. You can use a DSA within an Impact policy in TBSM. The external data provided by the DSA allows you to build your service-model structure, and monitor the status of your service model. DSAs are shipped with IBM Tivoli Netcool/Impact. For more information, see Tivoli Documentation Central. Search under I. Tivoli EIF probe You can set up the optional IBM Tivoli Event Integration Facility (EIF) probe to access the event data from various Tivoli applications. The probe is a generic EIF event listener that can receive events from any application that has the capability to create EIF events and forward those events to a event listener. Discovery Library Toolkit The Discovery Library Toolkit enables TBSM to discovery resources and to automatically build service models from Discovery Library data sources. These sources include:ibm Tivoli Application Dependency Discovery Manager, Discovery Library books conforming to the common data model, Discovery Library books containing objects for an alternate namespace, the Discovery Library toolkit API, or auto-pop objects. Data discovered through the toolkit can be enriched through notifications sent to Impact. This enriched data can then be used in the automatic building of the service model. Business Service Management Agent The optional IBM Tivoli Business Service Management Agent provides you with the capability to monitor Tivoli Business Service Manager, and to perform basic actions within the Tivoli Enterprise Portal. The Business Service Management Agent provides the following functions: v TBSM service monitoring Collects and displays information on the status of services monitored by TBSM, key performance indicators, and root cause events for the status change, and the status of the TBSM Data server. v TBSM event broker log monitoring Collects and displays information on the number of events read per second and the amount of memory used by the TBSM event broker based on data from the TBSM_tbsmomnibuseventreader.log file. v Availability monitoring Collects and displays availability information separately for the monitored TBSM server. The agent pings the application to determine whether the TBSM Data server is available. 10 IBM Tivoli Business Service Manager: Scenarios Guide

17 For more information, see the "Installing and configuring the TBSM Agent" section in the IBM Tivoli Business Service Manager Installation Guide. Netcool/Impact Integrated applications Netcool/Impact is the automation, correlation, and integration engine for the IBM Tivoli Netcool suite of software products. You can use Netcool/Impact to automate event management tasks, to correlate event information with other information in your environment, and to integrate Netcool products with a wide variety of third party systems and applications. TBSM now includes a full and integrated version of Netcool/Impact version 6 release 1.1 as part of the TBSM Data Server. As a consequence of this integration, you can now take advantage of these Netcool/Impact capabilities: v v v v You can use Netcool/Impact services and policies to acquire, enrich, and pass data to TBSM to use for service status determination or visualization. TBSM uses the same policy functions and policy language as Netcool/Impact. Javascript is supported as a policy language in addition to IPL (Impact Policy Language). Event enrichment is supported as an out-of-box function. Impact policies enrich events before TBSM reads these same events for status determination and propagation. The Dashboard server package includes the Impact User Interface which is deployed into the Tivoli Integrated Portal. This provides a common user interface for administration of both TBSM and Impact policies and services. v The Data server package includes a name server that enables you to access Netcool/Impact server clusters. For more information about Netcool/Impact, see the Tivoli Netcool/Impact publications at: Netcool/Impact Documentation. This section is an overview of the optional external applications you can integrate with TBSM. The following applications either forward data to TBSM, or receive data from TBSM: v v v v v v Jazz for Service Management and the IBM Dashboard Application Services hub can display TBSM service data in graphical widgets and share data with other applications. Using the IBM Tivoli EIF probe, you can forward data from IBM Tivoli Monitoring version 6 release 1 and above, Tivoli Enterprise Console version 3 release 9 or later, IBM Tivoli Netview version 3 release 7 or later, and the IBM Tivoli Event Pump for z/os version 4 release 2. Netcool/Impact version is installed as part of the TBSM data server. TBSM can receive data from other Netcool/Impact servers that share that same name service as the TBSM server. IBM Tivoli Application Dependency Discovery Manager version 7 release 1.2 or later IBM Tivoli Enterprise Portal (Tivoli Monitoring charts) IBM Tivoli Composite Application Manager for Internet Service Monitoring (ITCAM for Internet Service Monitoring) Technical overview of TBSM 11

18 v v IBM Tivoli Change and Configuration Management Database (CCMDB) version 7 releases 1 and 1.1 Discovery Library Adapters including those from the following products: IBM Tivoli Monitoring (6.2.3 or higher is recommended) IBM Tivoli Business Service Manager for z/os IBM Tivoli Composite Application Manager for SOA IBM Tivoli Composite Application Manager for WebSphere IBM Tivoli Composite Application Manager for Transaction Tracking IBM Tivoli Network Manager IBM Tivoli NetView for z/os IBM Tivoli Storage Productivity Center version 4, release 1.1 You can launch to or from the following applications from TBSM: v Tivoli Monitoring 6.2 with fix pack 1 or later v Tivoli Application Dependency Discovery Manager 7.1 or later v CCMDB version 7.1 or later v Netcool/OMNIbus Web GUI component bundled with TBSM. v IBM Tivoli Network Manager IP Edition version 3 release 8 v IBM Tivoli Composite Application Manager for Transactions version 7 release v IBM Tivoli TotalStorage Productivity Center (TPC) Note: For launch support, the supported product versions may be more restrictive than those specified for data exchange above. Jazz for Service Management TBSM has been updated to integrate with Jazz for Service Management and the IBM Dashboard Application Services Hub. In order to use these new features, you also need to have Jazz for Service Management and the IBM Dashboard Application Services Hub installed as part of your environment. Jazz for Service Management employs a new deployment pattern and mechanism that helps you integrate shared components such as your User Interface, Linked Data Registry, Reporting, Security, and Administrative Services. This new mechanism helps you speed up delivery cycles for clients and simplify deployments. For more information see Administration Guide > TBSM and IBM Dashboard Application Services Hub. IBM Dashboard Application Services Hub The IBM Dashboard Application Services Hub provides user interface and dashboard services in Jazz for Service management. This new self-service dashboard capability enables you to combine a variety of visual widgets such as gauges, tables, charts, lists or topology views into custom dashboards using a guided work flow. These dashboards can also include management data from sources such as: v Service status and metrics from TBSM v Third-party data from Netcool/Impact 12 IBM Tivoli Business Service Manager: Scenarios Guide

19 v Performance metrics from IBM Tivoli Monitoring Mobile Support: The self-service dashboard enable you to view business dashboards on mobile devices including tablets and phones. This enables access to both information technology and business data anytime / anywhere and gives you the ability to support your customers more effectively. Tivoli Event Integration Facility (EIF) probe You can set up the optional IBM Tivoli Event Integration Facility (EIF) probe to access the event data from applications such as IBM Tivoli Monitoring, Tivoli Enterprise Console, and Tivoli Netview. The probe forwards the event data to the TBSM Netcool/OMNIbus ObjectServer. You can use TBSM to create service models based on the event data from the Event Pump for z/os, Tivoli Monitoring (and Tivoli Monitoring agents), Tivoli Enterprise Console, and Tivoli NetView. Tivoli Enterprise Portal If you create service models with the TBSM Discovery Library integration, these services can represent resources monitored by Tivoli Monitoring and contain data about the Tivoli Enterprise Portal server used to monitor those resources. If a service represents an Tivoli Monitoring resource and contains this data, then the Tivoli Enterprise Portal can be launched from TBSM. Likewise, you can also launch TBSM from the Tivoli Enterprise Portal console. IBM Tivoli Composite Application Manager for Internet Service Monitoring From within TBSM you can automatically configure IBM Tivoli Composite Application Manager for Internet Service Monitoring (ITCAM for Internet Service Monitoring) monitors so that TBSM can receive ISM events from an ObjectServer. IBM Tivoli Netcool/Impact Netcool/Impact is the automation, correlation, and integration engine for the IBM Tivoli Netcool suite of software products. You can use Netcool/Impact to automate event management tasks, to correlate event information with other information in your environment, and to integrate Netcool products with a wide variety of third party systems and applications. You can configure Netcool/Impact to forward events to the Netcool/OMNIbus ObjectServer monitored by TBSM and use those events to update your service model. Netcool/Impact is designed for Netcool administrators who want to enhance, customize, and extend the capabilities of the Netcool suite. For more information, see the Netcool/Impact publications. Change and Configuration Management Database TBSM can launch into a Change and Configuration Management Database (CCMDB) associated with a Tivoli Application Dependency Discovery Manager. If you create service models with the TBSM Discovery Library integration, these services can contain data about a Tivoli Application Dependency Discovery Manager server. If a service contains data about a Tivoli Application Dependency Discovery Manager server, you can launch the Tivoli Application Dependency Discovery Manager and CCMDB consoles from the TBSM console. Likewise, you Technical overview of TBSM 13

20 can also launch TBSM from the Tivoli Application Dependency Discovery Manager console. Operating system variables and paths On both the Data server and the Dashboard server a script is provided that allows you to set environment variables for quick access to the TBSM directory structure. If you do not set the variables, you can substitute directories with full path names when you run commands. You must run the script that applies to the servers that you installed. If you installed both servers on the same system, you must run both scripts. The locations of these setup scripts on UNIX systems are as follows: v installdirectory/tbsm/bin/setuptbsmdata.sh for the Data server v installdirectory/tbsm/bin/setuptbsmdash.sh for the Dashboard server where installdirectory is the directory in which you installed the server. The default directory is /opt/ibm/tivoli. The syntax used to run the UNIX scripts is:. installdirectory/tbsm/bin/setuptbsmdata.sh The locations of these setup scripts on Windows systems are as follows: v installdirectory\tbsm\bin\setuptbsmdata.bat for the Data server v installdirectory\tbsm\bin\setuptbsmdash.bat for the Dashboard server where installdirectory is the directory in which you installed the server. The default directory is C:\Program Files\IBM\tivoli. The following environment variables are used by TBSM as system environment variables: v TBSM_HOME This variable is used on both the Data and Dashboard servers. By default, the path set for this variable on Windows is C:\Program Files\IBM\tivoli\tbsm. The default path on the UNIX operating system is /opt/ibm/tivoli/tbsm v TBSM_DATA_SERVER_HOME This variable is used on the Data server. By default, the path for this variable on Windows is: C:\Program Files\IBM\tivoli\tipv2\profiles\TBSMProfile\ installedapps\tbsmcell\tbsm.ear. The default path on the UNIX operating system is /opt/ibm/tivoli/tipv2/profiles/tbsmprofile/installedapps/ TBSMCell/TBSM.ear. v TBSM_DASHBOARD_SERVER_HOME This variable is used on the Dashboard server. By default, the path set for this variable on Windows is C:\Program Files\IBM\tivoli\tipv2\profiles\ TIPProfile\installedApps\TIPCell\isc.ear\sla.war. The default path on the UNIX operating system is /opt/ibm/tivoli/tipv2/profiles/tipprofile/ installedapps/tipcell/isc.ear/sla.war v TIP_HOME This variable is used on both the Data and Dashboard servers. By default, the path set for this variable on Windows is C:\Program Files\IBM\tivoli\tipv2. The default path on the UNIX operating system is /opt/ibm/tivoli/tipv2. 14 IBM Tivoli Business Service Manager: Scenarios Guide

21 Variables used in TBSM Publications For many of the commands and paths specified in this publication, both the UNIX and Windows equivalents are provided. However, in instances where only the UNIX convention has been specified, follow these directions for Windows systems. When using the Windows command line, replace $variable with % variable% for environment variables and replace each forward slash (/) with a backslash (\) in directory paths. The names of environment variables are not always the same in the Windows and UNIX environments. For example, %TEMP% in Windows environments is equivalent to $TMPDIR in UNIX environments. Note: If you are using the bash shell on a Windows system, you can use the UNIX conventions. Java support This topic describes the Java runtime Environment (JRE) plug-in versions that are required for the IBM Tivoli Business Service Manager user interface in a web browser. Supported Java runitme versions: The most up-to-date information about supported hardware, software, browsers and operating systems is provided by the IBM Software Product Compatibility Reports at: 1. In the Full or partial product name: field, type Business Service and click the search button. 2. From the Search Results, select Tivoli Business Service Manager. 3. From the Version field, select From Mandatory capabilities:, select Java. 5. Click Submit. For more information on the Software Product Compatibility Reports, see the Overview and Planning topic in the TBSM Wiki: home?lang=en#/wiki/tivoli%20business%20service%20manager1/page/overview %20and%20Planning Note: The Java Runtime Environment that is being used should be updated to the most recent fix level. Important: These web browser settings are required: v JavaScript is enabled in the browser. v Set your browser to allow pop-up windows. If you block pop-up windows, you will disable features of TBSM that require pop-up windows. v Set your browser to accept third-party cookies. Technical overview of TBSM 15

22 16 IBM Tivoli Business Service Manager: Scenarios Guide

23 Service configuration overview This section contains an overview of IBM Tivoli Business Service Manager (TBSM) Version 6 Release 1 concepts and the scenarios in this guide. Service configuration scenarios goals The scenarios in this book describe how to create a TBSM service model based on IBM Tivoli Netcool/OMNIbus events and data in SQL data sources. When you have the services configured, TBSM displays them in the Services tree of the Service Navigation portlet and graphically in the Service Editor. Figure 2. TBSM console showing configured services The scenarios in this book show you how to build a service model using sample data. The scenarios in Configure services based on events on page 27 show you how to build a service model based on ObjectServer events. The rules you create in this chapter monitor the real-time status of services. The scenarios in Configure services based on SQL data on page 53 describe how to create a data fetcher and incoming status rules from the data fetcher and display the rule output values in the TBSM console. The rules you create in this chapter let you display numerical data about your services. The scenarios in Create numerical rules for services on page 113 explain how you create aggregation and formula rules that perform mathematical operations on Copyright IBM Corp. 2008,

24 the output values from multiple rules. You also configure TBSM to display the output values from the aggregation and formula rules. Expected result When you complete the scenarios in this guide, you will have a three-level service hierarchy. The highest level of the service model contains online service customers. At the middle level of the model are regional services for the customers; these services are supported by low-level services such as database farms. Integrating with other IBM applications The topics in this section describe how you can set up TBSM to access and use data from other IBM applications. This section includes overview information and scenarios that describe how to use TBSM with other IBM applications. Tutorial service model scenario This section describes the service monitoring problem you can solve with the sample TBSM service configuration described in this guide. In the scenario, your organization supports a number of online service customers that use the same type of infrastructure made up of databases, network elements, and web servers assigned to specific geographical regions. The two customers supported in the scenario are a bank and a travel agency. Although the customers use a common architecture, each customer has its own distinct set of databases, network elements, and web servers. For example, your online banking customer uses a different set of database farms than does your online travel-booking customer. In addition, you also need to track the number of open trouble tickets for each service, specifically the high- and critical-severity tickets for each service. You also need to calculate ticket totals for each region and customer. Note: Before you work through the scenarios in this guide, read Exploring IBM Tivoli Business Service Manager. You can also find more details on performing the tasks described in the scenarios throughout the TBSM Service Configuration Guide. Service model structure For your customers, sketch a dependency model that reflects the hierarchy of your online services. This model contains: v v v v v Online Service Customers Regional Centers Web farms Database farms Network elements Figure 3 on page 19 shows the dependencies between these service types. Table 1 on page 19 describes these dependencies. 18 IBM Tivoli Business Service Manager: Scenarios Guide

25 Figure 3. Service template dependencies for service model The service types near the top of the service hierarchy diagram depend on the status of service templates beneath them. For example, if the database farm's status changes to bad, all the services above database farm will be affected. Table 1 describes the dependencies between the services. Table 1. Service template dependencies for service model Service type Dependencies Online services customer Regional center status Regional center Database farms Network elements Database farms Network elements Web farms External data from Netcool/OMNIbus or an SQL database Web farms In TBSM, you can create a service template for each of the service types described in Table 1. Configure services based on events on page 27 describes how to configure a set of service templates and the rules required to create and monitor the service structure described in Table 1. Tracking trouble-ticket data for services When you create your service structure, configure TBSM to count the number of trouble tickets for each service. The ticket data for this service is stored in an SQL database table. In TBSM, you configure a query to select data from this tickets table. When you have the correct data selected, you create numerical rules that track the number of trouble tickets for each service based on ticket data in a database. Figure 4 on page 20 shows an overview of the rules required to create to track the trouble ticket counts for your services. Service configuration overview 19

26 Figure 4. Numerical rules for trouble ticket counts In TBSM, you can create a set of numerical rules for each service template in your service model. You set up the rules for the lowest level services in Configure services based on SQL data on page 53. You set up the rules for the regions and the online services customers in Create numerical rules for services on page 113. You also create rules that extract text values from the tickets table as described in Configure text-based rules from ticket data on page 103. When you create the rules, you create as custom service tree and view definition to display the data from the tickets database on a custom page. TBSM service model configuration overview TBSM lets you create models of the services required to monitor your organization. In TBSM, these models are called service models. Figure 5 on page 21 describes a high-level overview of the process required to create a TBSM service model. The sequence of the stages is a general guideline, since you can perform some of these stages out of sequence. The sections that follow the figure are numbered according to the sequence in Figure 5 on page 21. For more information about each stage see: v 1 Plan your service model on page 21 v 2 Create service templates on page 22 v 3 Create structural dependencies on page 22 v 4 Identify data sources on page 22 v 5 Create incoming status and numerical rules on page 22 v 6 Create services on page 23 v 7 Create custom service trees and views on page 24 v 8 Create SLAs on page 24 v 9 Set permissions on page 25 v 10 Monitor services on page IBM Tivoli Business Service Manager: Scenarios Guide

27 Figure 5. Service model creation process 1 Plan your service model Before you start to configure a service model in TBSM, it is important to develop a plan that includes information about the services and service dependencies you want TBSM to monitor. Identify distinct service types that have common characteristics. To help you identify the common service types, create a draft model of this service hierarchy in TBSM that includes the following information: v v v v What do you monitor in your environment now with applications such as IBM Tivoli Monitoring, ITCAM applications, Netcool/OMNIbus, and other applications? How would you visualize this incoming data for your clients? What business units or customers do you want to create dashboards for? The dashboard for the IT department is different from a dashboard for an executive. What data sources do you need to access and filter for your dashboards? What are the key performance indicators and other data you want to highlight on your dashboards. What are the highest level services you want to monitor on your dashboard? Do these services represent customers, business departments, or a business? You can map out services to represent them and their dependencies. Service configuration overview 21

28 v v v What are the applications, devices and so on that support the high-level services? That is, what are the dependencies for the high-level services? You can map out child services to represent these items. How do the child services affect the high-level or parent services at the top of the service hierarchy? What are the Netcool/OMNIbus events and other data that affect each service type? 2 Create service templates When you have figured out the service hierarchy, create service templates for services that share common behavior. For example, if you want to monitor multiple web servers, you create a web server template that defines the attributes common to all the web servers. When you create services, you assign these service instances to a given service template. Related concepts: Create the service structure on page 28 3 Create structural dependencies In service templates, you define the relationships between the various services to set the structure for a given service model. These rules aggregate the overall service status based on the rule-output values for multiple child services and are called dependency-aggregation rules. These rules are based on status values such as Bad or Marginal that are passed from child service templates. Related concepts: Create the service structure on page 28 4 Identify data sources Identify the data sources that contain information about the services you want to create. You use this data to build your service model structure, and to monitor the status of the services in the model. TBSM uses the default ObjectServer that is installed with TBSM as a data source for your service models. You can also configure SQL databases as data sources and select data with SQL queries. Also, you must configure Netcool/OMNIbus or database queries so that a single event or row shows the status of a given service. Related concepts: Configure services based on events on page 27 Working with data from an SQL data source on page 54 5 Create incoming status and numerical rules In TBSM, three types of rules determine the status of a given service or calculate a numerical rule-output value based on external data: v v v Incoming status rules Numerical aggregation rules Numerical formula rules Incoming status rules TBSM service templates have the following types of incoming status rules: v Good, Marginal, and Bad rules 22 IBM Tivoli Business Service Manager: Scenarios Guide

29 v Numerical rules TBSM uses Good, Marginal, and Bad incoming status rules to obtain the general state of a service from an incoming ObjectServer event or other data. The general service state is determined by comparing threshold values set in the rule definition to event field values or field values in other incoming data. When this type of rule is processed, TBSM obtains a general service state of Good, Marginal, or Bad and assigns this value to the service instance. TBSM uses numerical incoming status rules to obtain a numerical value from fields in ObjectServer events or other data and then to associate this value with a service instance as a rule-output value. The resulting rule-output value is stored in memory and identified by the rule name where referenced elsewhere in TBSM. TBSM uses numerical and text incoming status rules to obtain a value from fields in ObjectServer events or other data and then to associate this value with a service instance as a rule-output value. The resulting rule-output value is stored in memory and identified by the rule name where referenced elsewhere in TBSM. Numerical aggregation rules TBSM uses numerical aggregation rules to combine rule-output values of the same type across a set of child service instances. This type of rule is defined as part of the parent service template. The rule-output values combined by a numerical aggregation rule can be generated by incoming numerical-status rules or by other aggregation and numerical formula rules. Numerical formula rules TBSM uses numerical formula rules to combine rule-output values of different types within the same service instance. These output values can be generated by incoming numerical-status rules or by numerical aggregation rules. When a numerical formula rule is processed, the resulting combined output value is assigned to the same service instances where the original output values existed. Related concepts: Create rules to monitor real-time status on page 35 Rules to process SQL data on page 68 Create numerical rules for services on page Create services When you have defined the rules for service templates in your model, then you create the service instances for your service model. A service instance, or service, is a unique instance of a given service template. For example, if you have an Server service template, you can assign services called 1, 2, and 3 to the service template. Optionally, you can automatically create the services by creating auto-population rules, External Service Dependency Adaptor (ESDA) rules or with the Discovery Library Toolkit. Service name restrictions Important: TBSM checks the Service Name field for invalid characters. The Name field for services must not contain these special characters: Service configuration overview 23

30 "<>\*? ; TBSM will not create a service when the Name field contains any of these invalid characters. If the object does not save, remove any special characters from the name field. Service names longer than 127 characters can cause display and performance issues. Service names longer than 127 characters will be truncated in the Service Details portlet display. This does not affect the functioning of TBSM, but the truncated service name will appear in the Service Details portlet. If you use the Node column in Netcool/OMNIBus to create or match your service name: The node column is limited to 64 characters. If the service name is greater than 64 characters, it will be truncated and TBSM will not receive any events for the service. You can either change the incoming status rule to use different service instance naming fields, or you can change the identification fields for a service with a long name. The identification field or fields can be different than the service naming field or fields. For example, if you have a service name that uses the Node column for its name, and the name is longer than 64 characters, the service will not receive events. To fix this, you can specify another field, such as a field that contains the IP address as the Identification field for the service. Related concepts: Create a new service on page 41 Create services automatically from events on page 45 Create services automatically from SQL data on page 86 In this section, you create auto-population rules that automatically create all the remaining service instances in the sample service model used in this scenario. Related tasks: Create auto-population rules for OSDBfarm service template on page 46 Create auto-population rules for OSNetwork service template on page 87 Discovering a managed system on page 178 In this scenario, you install the Discovery Library Toolkit, and discover a service from a sample Discovery Library Adaptor (DLA) book. 7 Create custom service trees and views When you configure your numerical rules, you can display the rule-output values in the Services tree (Service Availability) or in the Service Editor (Service Configuration or Service Administration) or Service Viewer (Service Availability). Related concepts: Configure services based on SQL data on page 53 Create numerical rules for services on page Create SLAs Optionally, you can define service level agreement (SLA) settings for the service templates in your model. You can measure the downtime and the number of outages over a given time period in relation to the SLAs for your organization. For more information about SLA rules, see the TBSM Service Configuration Guide. 24 IBM Tivoli Business Service Manager: Scenarios Guide

31 9 Set permissions For users and user groups, you can define the view and edit permissions for a given service template or service instance. For example, if you have 10 service models, you can set user group permissions to view and edit only two of the models. You use the Tivoli Integrated Portal Users and Groups tasks to manage permissions for pages and portlets. To manage object level permissions, use the Security tab in the service and template editors. 10 Monitor services When you set up your TBSM service model, you can monitor it and change its appearance in the Service Viewer. For more information, see the TBSM Service Configuration Guide. Service configuration overview 25

32 26 IBM Tivoli Business Service Manager: Scenarios Guide

33 Configure services based on events Scenario goals This section describes how to create a Tivoli Business Service Manager (TBSM) service model based on IBM Tivoli Netcool/OMNIbus ObjectServer events. Related concepts: Create services automatically from SQL data on page 86 In this section, you create auto-population rules that automatically create all the remaining service instances in the sample service model used in this scenario. 4 Identify data sources on page 22 By default, TBSM monitors the events from the Netcool/OMNIbus ObjectServer that was configured when you installed TBSM. This ObjectServer is called the TBSM ObjectServer throughout this guide. When TBSM detects an event that changes the status of a service model, it updates the affected service model accordingly. In addition, TBSM sends service events to the ObjectServer that indicate changed service status and the rules that caused the status to change. The scenarios in this chapter describe how to create a service model based on test events you send to the TBSM ObjectServer. When you have the services configured, TBSM displays them in the Services tree of the Service Navigation portlet, the Service Viewer, and the Service Editor. This scenario is the first of three where you build up a service model based on ObjectServer events and SQL data. Expected result The services you build with this scenario model two online services that have the same structure. These service models monitor an online banking system and an online travel-booking system based on data in the TBSM ObjectServer. The service models have a three-level hierarchy: 1. At the highest level are the customer and service type. In this case the customers are ABCBank and GetThereFastTravel. The service types are online banking and online travel booking. 2. At the middle level are the regional centers. Both customers have the same type of supporting services, regional centers in Asia, Europe, and the USA. The regional services are child services of the parent customer service. 3. At the lowest level are the database services that support each region. These base-level services are child services of the parent regional service. You will create services for database farms, web farms, and network services. After you create the service templates, they are displayed in Templates in the Service Navigation portlet. Copyright IBM Corp. 2008,

34 Scenario sequence Create the service structure Figure 6. Online_Services template tree structure To create the service model, complete the following steps: 1. Create a service template structure based on the data from ObjectServer events as described in section Create the service structure. 2. Create Good, Marginal, and Bad incoming status rules that monitor the status of the services based on ObjectServer events. 3. Create service instances based on one of your service templates as described in section Create a new service on page Create auto-population rules that will automatically create the part of the service model as described in section Create services automatically from events on page 45. Before you create the services you want to monitor, determine the types of services you want to create and how they fit in the hierarchy of a TBSM service model. Configure the service model structure by creating a service template for each category of service you want to monitor. For each service template you create, create multiple service instances that share the common rules and attributes defined in the service template. For example, for the OSDBfarm service template described in Table 2 on page 29, create services such as DBFarmABCBankAsia, DBFarmABCBankEurope, and DBFarmABCBankUS. As part of this analysis, examine your potential data sources for your service model and normalize the data in a consistent format. For an event-based model, normalize the ObjectServer event stream using a Netcool/OMNIbus probe rules file, a Netcool/Impact policy, or a Netcool/Internet Service Monitor (ISM). In this tutorial, you create test events where the data is normalized for the example service model. Expected result When you complete this scenario, you will have a three-level service model that groups the services by customer, geographic region, and low-level services such as database farms. Accordingly, you have service templates for each level of the service model. 28 IBM Tivoli Business Service Manager: Scenarios Guide

35 Table 2 describes the service template and the structural dependencies between the templates. For example, the status of a service assigned to the Online_Services template is affected by the status of child services assigned to the OSRegion service template. Table 2. Online services template structure Service template name Online_Services OSRegion OSDBfarm OSNetwork OSWebfarm Description The customer name and the high-level service for the customer. In this tutorial, you have two high-level services: online banking and online travel-booking The geographical region where the high-level service is located. The database farms that support the high-level service for a given region. The network elements that support the high-level service for a given region. The web farms that support the high-level service for a given region. Structural dependencies OSRegion OSDBfarm OSNetwork OSWebfarm None None None Note: When you create service templates, it is best to give a common prefix or first character to related templates. When you use a common prefix or common first character, it is easier to find the service templates when you create your rules. Related concepts: 2 Create service templates on page 22 3 Create structural dependencies on page 22 Create lowest-level service templates About this task In order to create dependency rules for the OSRegion and OnlineServices templates, create the low-level templates first. To create the low-level templates, complete the following steps: Procedure 1. In the Task List at the left side of the console, select Administration -> Service Administration. The Service Administration page opens. 2. The Templates portlet opens in the Service Navigation portlet. 3. Click the Create New Template button. The Edit Template tab opens in the Service Editor. 4. Type OSDBfarm in the Template Name field. 5. Type Online Services DB Farms in the Description field. 6. Click the Display Icon: Browse button to open the Browse Icons window. Configure services based on events 29

36 7. Click the display icon you want for OSDBfarm. Use the display icon shown in Figure 7 for the template you are creating. All services assigned to this template will have the same display icon. Click the Close button if you do not want to choose an icon. 8. Click the Save button in the Edit Template tab toolbar. Figure 7 shows the Online_Services template structure. Figure 7. Online_Services template structure 9. Repeat steps 2 through 6 for the OSNetwork and OSWebfarm service templates. Select the display icons shown in Figure Refresh the Service Navigation portlet. The Templates contains the new templates. To refresh the portlet, click the Refresh button and select Manual Refresh. Creating OSRegion template and dependencies About this task When you have created the OSDBfarm, OSNetwork, and OSWebfarm service templates, you create the OSRegion template and the Good, Marginal, and Bad aggregation rules that define your service structure. Before you complete this step, you have a simple list of templates that are unrelated. When you complete this step, the lowest-level templates will be children of the parent OSRegion template. To configure the OSRegion template, complete the following steps: Procedure 1. From the Service Navigation Templates portlet, click the Create New Template button. The Edit Template tab opens in the Service Editor. 2. Type OSRegion in the Template Name field. 3. Type Online_Services Regions in the description field. 4. Click the Display Icon: Browse button to open the Browse Icons window. 5. Select the icon for the OSRegion template shown in Figure 6 on page 28. All services assigned to this template will have the same display icon. 6. Click the Save button in the Edit Template tab toolbar. 30 IBM Tivoli Business Service Manager: Scenarios Guide

37 7. From the Rules tab, click the Create Good, Marginal, Bad Aggregation Rule button as shown in Figure 8. Figure 8. Create Good, Marginal, Bad Aggregation rule button The Edit Good, Marginal, Bad Aggregation Rule window opens. The rule you create in this window specifies that OSRegion services are dependent upon the child services of the OSDBfarm template. These rules aggregate the status of multiple child services for a single parent service. 8. Enter the rule settings as described in Table 3. Table 3. OSRegion Aggregation Rule for OSDBfarms Window element Value Description Rule Name DbfarmStatus The name of the rule. This rule name is used to reference the rule in other parts of the console. Child Rule/Mapping OSDBfarm The child service template for the rule. The status of the services assigned to the OSRegion template depend on the status of the OSDBfarm services. Condition Type % of children If the specified percentage of child services has a status of Bad or Marginal, the OSRegion status will change to Bad or Marginal. Child Status Bad If child services have a status of Bad, the rule calculates the percentage of child services with a bad status. Output Severity Thresholds Bad: 50 Marginal: 33 If 50 percent of the child services have a Bad status, the parent service status changes to bad. If 33 percent of the child services have a Bad status, the parent service status changes to marginal. Figure 9 on page 32 shows the settings for the DbfarmStatus aggregation rule. Configure services based on events 31

38 Figure 9. Edit Good, Marginal, Bad Aggregation Rule window for DBfarm Status Aggregation rule 9. Click the OK button. The New Aggregation Rule window closes and the new rule displays in the Rules tab as shown in Figure 10 on page Click the Save button in the Edit Template tab toolbar. 11. From the Rules tab, click the Create Good, Marginal, Bad Aggregation Rule button and create a rule based on the OSNetwork service template with the settings as described in Table 4. Table 4. NetworkStatus Aggregation Rule settings Window element Value Rule Name NetworkStatus Child Rule/Mapping OSNetwork Condition Type % of children Child Status Bad Output Severity Thresholds Bad: 50 Marginal: Click the OK button. 13. Click the Save button in the Edit Template tab toolbar. 14. From the Rules tab, click the Create Good, Marginal, Bad Aggregation Rule button and create a rule based on the OSWebfarm service template with the settings described in Table 5 on page IBM Tivoli Business Service Manager: Scenarios Guide

39 Table 5. WebfarmStatus Aggregation Rule settings Window element Value Rule Name WebfarmStatus Child Rule/Mapping OSWebfarm Condition Type % of children Child Status Bad Output Severity Thresholds Bad: 50 Marginal: Click the OK button. 16. Click the Save button in the Edit Template tab toolbar. The Rules tab now has three rules that are like the ones shown in Figure 10. Figure 10. Good, Marginal, Bad Aggregation Rules for OSRegion service template 17. In the Service Navigation pull-down menu select Templates to see how the rules affect the template tree display as shown in Figure 11. You can also click the View Template tab in the Service Viewer to see the new template structure. Figure 11. OSRegion service template dependencies Configure services based on events 33

40 Note: It is much faster to check the template structure changes by refreshing the Service Navigation portlet. It takes much longer the first time you load the applet in the View Template tab. Creating online services template and dependencies About this task When you have created the OSRegion service template, you create the Online_Services template and the Good, Marginal, Bad Aggregation rule that defines your service structure. To configure the Online Services template, complete the following steps: Procedure 1. From the Service Navigation Templates portlet, click the Create New Template button. The Edit Template tab opens in the Service Editor. 2. Type Online_Services in the Template Name field. 3. Click the Display Icon: Browse button to open the Browse Icons window. 4. Click the display icon you want for Online_Services. 5. Click the Save button in the Edit Template tab toolbar. 6. From the Rules tab, click the Create Good, Marginal, or Bad Aggregation Rule button. The New Good, Marginal, Bad Aggregation Rule window opens. The rule you create in this window specifies that services assigned to the Online_Services template are dependent upon child services of the OSRegion template. These rules aggregate the status of multiple child services for a single parent service. 7. Create an aggregation-dependency rule based on the OSRegion service template with the settings described in Table 6. Table 6. RegionStatus Aggregation-dependency Rule settings Window element Rule Name Child Rule/Mapping Condition Type Child Status Value RegionStatus OSRegion % of children Bad Output Severity Thresholds Bad: 50 Marginal: Click the OK button. 9. Click the Save button in the Edit Template pane toolbar. The Rules tab now shows the new rule. 10. Refresh the Service Navigation portlet and open Templates to see how the rules affect the template tree display. Figure 12 on page 35 shows how the service template tree looks after you created all the rules in this tutorial. 34 IBM Tivoli Business Service Manager: Scenarios Guide

41 Figure 12. Example service template structure Results Next: Create rules to monitor real-time status When you have created your service templates, you add rules to the lowest-level templates that monitor the real-time status of assigned services. Create rules to monitor real-time status In this part of the tutorial, you create incoming status rules for the OSDBfarm, OSNetwork, and OSWebfarm service templates. These rules identify ObjectServer events that affect the services assigned to the template and evaluate the event data to determine the status of the service. Expected result The rules specify the events that affect a given service. If an event matches the rules for a service, TBSM evaluates whether the event affects the real-time status of the service. Figure 13 shows the Rules tab for the OSDBfarm service template after you have created the rule. Figure 13. Rules tab: DBFarmEvents Rule Related concepts: 5 Create incoming status and numerical rules on page 22 Configure services based on events 35

42 Create rule for OSDBfarm service template About this task In this section you create an incoming status rule that monitors the status of the services assigned to the OSDBfarm template. This rule evaluates the ObjectServer events that affect the services assigned to the OSDBfarm template. Procedure 1. From the Service Navigation pull-down menu, click Templates and the Templates list opens. 2. Click the + for the Online Services and the + for the OSRegion service template to see the base-level service templates. 3. Click the OSDBfarm template to open it in the Service Editor. 4. If it is not already open, click the Edit Template 'OSDBfarm' tab. Figure 14. OSDBFarm basic properties 5. Click the Incoming Status Rule button to open the Select Incoming Status Rule Type window. Figure 15. Incoming Status Rule button 6. Select the Based on a Good, Marginal, and Bad Threshold radio button and click the OK button. The Incoming Status Rule window opens. 7. Set the rule values as described in Table 7. Table 7. Settings for DBFarmEvents rule Entry fields Value Description Rule Name DBFarmEvents The name of rule that monitors events for DB farms. This name must be unique for this service template. This name is also used to identify the rule-output value when referenced elsewhere in TBSM. Data Feed ObjectServer Use the default data feed for this rule. Event Discriminators Default Class(0) Use the default class for this rule. 36 IBM Tivoli Business Service Manager: Scenarios Guide

43 Table 7. Settings for DBFarmEvents rule (continued) Entry fields Value Description Instance Name ALERTGROUP Select the fields in the Available list and click the >> button to move the selected ALERTKEY fields to the Selected list. Filter ALERTKEY SEVERITY Output threshold filter ALERTKEY SEVERITY Output threshold filter CUSTOMER LOCATION ALERTKEY SEVERITY = DBFarm >= Critical Bad = DBFarm >= Minor Marginal Each unique combination of these field values corresponds to a service instance in your service model. Note: If necessary, remove the default Node value from the Selected list. Select the fields in the Available list and click the >> button to move the selected fields to the Selected list. For each field you select, a filter row opens below the field lists. These fields identify data that changes the status of a service assigned to this template. For each field you select here, a column is added to the Output Threshold Filter table (see next row for a description of the output threshold filter). Sets status to Bad when the output threshold filters match an event: Selects rows with value of 5 (critical) or greater in the SEVERITY field. Selects rows (events) with the value of DBFarm in the ALERTKEY field. Selects rows with the value of DBFarm in the ALERTKEY field. Selects rows with value of 3 (Minor) or greater in the SEVERITY field. Sets status to marginal when the output threshold filters match an event. Configure services based on events 37

44 Figure 16. Instance name and filter settings for DBFarmEvents rule 8. Click the OK button. 9. Click the Save button in Edit Template 'OSDBFarm' tab. Note: The rule will not be saved to the TBSM database until you click the Save button. The DBFarmEvents rule displays in the Rules tab. Create incoming status rule for OSNetwork template About this task This incoming status rule evaluates the ObjectServer events for events that affect services assigned to the OSNetwork template: 38 IBM Tivoli Business Service Manager: Scenarios Guide

45 Procedure 1. From the Service Navigation pull-down menu, select Templates. 2. Click the + for the Online Services and the + for the OSRegion service template to see the base-level service templates. 3. Click the OSNetwork template to open it in the Service Editor. 4. If it is not already open, click the Edit Template 'OSNetwork' tab. 5. Click the Incoming Status Rule button to open the Edit Incoming Status Rule Type window. Figure 17. Incoming status rule button 6. Select the Based on a Good, Marginal, and Bad Threshold radio button and click the OK button. The Create Incoming Status Rule window opens. 7. Set the rule values as described in Table 8. Table 8. Settings for NetworkEvents rule Field Rule Name Data Feed Event Discriminators Instance Name Value NetworkEvents ObjectServer Default Class(0) ALERTGROUP ALERTKEY CUSTOMER LOCATION Note: If necessary, remove the default Node value from the Selected list. Filter ALERTKEY SEVERITY ALERTKEY SEVERITY Output threshold filter = Network >= Critical Bad ALERTKEY SEVERITY Output threshold filter = Network >= Minor Marginal 8. Click the OK button. 9. Click the Save button in Edit Template 'OSNetwork' tab. Note: The rule will not be saved to the TBSM database until you click the Save button. Configure services based on events 39

46 The NetworkEvents rule displays in the Rules tab. Create rules for OSWebfarm template About this task This rule evaluates the ObjectServer events for events that affect services assigned to the OSWebfarm template. Procedure 1. From the Service Navigation pull-down menu, select Templates. 2. Click the + for the Online Services and the + for the OSRegion service template to see the base-level service templates. 3. Click the OSWebfarm template to open it in the Service Editor. 4. If it is not already open, click the Edit Template 'OSWebfarm' tab. 5. Click the Incoming Status Rule button to open the Edit Incoming Status Rule Type window. Figure 18. Incoming Status Rule button 6. Select the Based on a Good, Marginal, and Bad Threshold radio button and click the OK button. The Create Incoming Status Rule window opens. 7. Set the rule values as described in Table 9. Table 9. Settings for WebFarmEvents rule Field Rule Name Data Feed Event Discriminators Instance Name Value WebFarmEvents ObjectServer Default Class(0) ALERTGROUP ALERTKEY CUSTOMER LOCATION Note: If necessary, remove the default Node value from the Selected list. Filter ALERTKEY SEVERITY ALERTKEY SEVERITY Output threshold filter = WebFarm >= Critical Bad 40 IBM Tivoli Business Service Manager: Scenarios Guide

47 Table 9. Settings for WebFarmEvents rule (continued) Field Value ALERTKEY SEVERITY Output threshold filter = WebFarm >= Minor Marginal 8. Click the OK button. 9. Click the Save button in Edit Template 'OSWebfarm' tab. Note: The rule will not be saved to the TBSM database until you click the Save button. The WebFarmEvents rule displays in the Rules tab. Results Create a new service Next: create a service instance In order to view the output values for these rules, create a service and assign it to the OSDBfarm service template as described in Create a new service. When you have created service templates and incoming status rules, you can create services that use the rules and attributes of the template. In this section, you create one service and assign it to the OSDBfarm template. This new service uses the rules defined in the OSDBfarm template to retrieve data from ObjectServer events. You identify this unique service by mapping it to a unique combination of field values from the event data. Expected result Once you have completed this tutorial, you will have a new service called DBFarmABCBankAsia. Related concepts: 6 Create services on page 23 Creating the DBFarmABCBankAsia service About this task To create a service called DBFarmABCBankAsia, complete the following steps: Procedure 1. From the Service Navigation pull down menu, select Services. 2. Click the Create New Service button. Figure 19. Create New Service button The Edit Service tab opens in the Service Editor. Configure services based on events 41

48 3. In the Service Name field type DBFarmABCBankAsia. 4. In the Templates tab, click the template OSDBfarm in the Available Templates list and click the >> button. The OSDBfarm template moves to the Selected Templates list. 5. Click the Identification Fields tab. The Identification Fields tab lets you specify the field values that identify the service for each rule from the OSDBfarm service template. 6. Type the field values for the DBfarmEvents rule as described in Table 10. These field-value pairs identify the events that affect the DBFarmABCBankAsia service. Note: The field values you enter here must match the field values in the event. The rule is applied to the service any time an event with the matching field values is received from the ObjectServer. Table 10. DBFarmABCBankAsia Identification fields Field ALERTGROUP ALERTKEY CUSTOMER LOCATION Value OnlineBanking DBFarm ABCBank Asia Figure 20 shows the Identification Fields tab for DBFarmABCBankAsia. Figure 20. DBFarm_for_Asia identification fields 7. Click the Save button in the Edit Service tab toolbar. 8. The Service Navigation portlet displays the new service in the Services tree. Results Next: send test events When you have created a service and assigned it to the OSDBfarm service template, you test the new service configuration by sending test events. 42 IBM Tivoli Business Service Manager: Scenarios Guide

49 Test events for the services When you configure a service, you can send test events to ensure that the service responds to events properly. For more information about using the rad_sendevent command, see the TBSM Administration Guide. Sending test events About this task Use the rad_sendevent command to send these test events to TBSM ObjectServer. The rad_sendevent command is only meant for testing purposes. Note: If you performed the Simple TBSM installation, enter the following default values for this command: port 4100 userid root password "" This test event changes the service's status to marginal. Go to the Data Server to run this command. Note: an administrator. Some Windows systems require you to run this command as Procedure 1. Start the rad_sendevent shell as follows: $TBSM_HOME/bin/rad_sendevent ObjectServerHost port userid password Note: For a blank password, enter "". 2. When rad_sendevent starts, type the field name and press Enter. 3. Type the field value and press Enter key again. 4. Repeat these steps for each field name and value pair that you require. When you have finished entering the field name and value pairs you want for an event, press the Enter key twice. 5. To send a test event for DBFarmABCBankAsia, enter the following field-value pairs AlertGroup OnlineBanking AlertKey DBFarm Customer ABCBank Location Asia Severity 3 Identifier dbabcasiatest1 6. Press the Enter key twice to send the event. The prompt displays sent event values as follows: Event sent to server: alerts.status values ( dbabcasiatest1,0,,,,, OnlineBanking, DBFarm,3,,0,0,0,0,0,0,0,0,0, Asia,0,0,0,0,,0,0,0, ABCBank,... ); 7. To exit rad_sendevent, press Ctrl-C. Configure services based on events 43

50 View and change events in TBSM About this task When you view the service in the Service Editor or Viewer, the service has turned yellow to indicate a status of Marginal. From the TBSM console, you can view the event in the Service Details portlet and update the event using the Active Event List (AEL) as described in this section. Display events table About this task To show the event in the Service Details portlet: Double-click on the DBFarmABCBankAsia service in the Services tree. The events for the service display in the Events tab of the Service Details portlet. In this case, only one event is displayed. To view all the details, right-click the event to open the Alert Status window. Changing the event status About this task From the TBSM console, you can also change the status of the event by opening an AEL for the service-affecting events as follows. Note: If you want users to be able to view or modify ObjectServer events, the users need to be externally authenticated on the ObjectServer. You set up the external authentication for the ObjectServer when you install TBSM. To modify an event, you need AlertsUser or CatalogUser permissions on the ObjectServer. For more information about external authentication, see the IBM Tivoli Business Service Manager Installation Guide. For more information about TBSM users, groups, and roles, see the IBM Tivoli Business Service Manager Administrator's Guide. For more information about ObjectServer roles, see the IBM Tivoli Netcool/OMNIbus Reference. Procedure 1. Open the Service Administration page. 2. In the Service Editor, right-click the DBFarmABCBankAsia service. 3. Select Show from the menu that opens. 4. Select Service Affecting Events (AEL) from the menu that opens. TBSM opens a new AEL window that shows events for the service. 5. To select the event, click the AlertKey value. 6. Right-click the event and select Prioritize from the menu that opens. Note: The Prioritize menu item displays only if you are logged on as a user with event change privileges on Netcool/OMNIbus ObjectServer. This user must also be in the TBSMAdmins user group. If you are not logged on as user with these privileges, log out and log in again. 7. To clear the event, select Clear from the menu that opens. 44 IBM Tivoli Business Service Manager: Scenarios Guide

51 The event color changes to green to indicate a status of clear and the event will automatically be deleted from the event list after a few minutes. The service status in TBSM changes to good the next time the Service Editor refreshes. Create services automatically from events In this section you create auto-population rules that automatically create the service instances for the OSDBfarm template and the parent services for the OSDBFarms. You can use auto-population rules when all the data for each level of the service model is contained in a single row. In this case all the data needed to create services assigned to the Online_Services, the OSRegion, and OSDBfarm templates is contained in a single event. Before you configure auto-population rules, configure your service structure as described in Create the service structure on page 28 and configure incoming status rules for your base-level services as described in Create rules to monitor real-time status on page 35. Expected result When you have completed this tutorial, the services shown in Figure 21 are automatically created. There are two online services customers: ABCBank and GetThereFast. For each customer, there are three regions and for each region there is a database farm. The rule also configures the display name for the new services. The service you created by hand has no display name specified. You can change this display name by hand to make it match the other OSDBFarm services. Figure 21. Auto-populated services for online services model Related concepts: 6 Create services on page 23 Configure services based on events 45

52 Create auto-population rules for OSDBfarm service template About this task To automatically create services for the OSDBfarm service template, create an auto-population rule using the incoming status rule in the template. In this case, you create auto-population rules from the DBFarmEvents rule. To create the auto-population rules for the OSDBfarm service template, complete the following steps: Procedure 1. From the Service Navigation portlet, select Templates from the pull-down menu. 2. Click the + for the Online Services and OSRegion templates to open the service template structure. 3. Click the OSDBfarm service template. 4. If it is not open already, click the Edit Template 'OSDBfarm' tab to edit the service template attributes. 5. From the Rules tab, click the Create AutoPopulation Rule button. The New Auto-Population Rule window opens. The New Auto-Population Rule window shows the service-template hierarchy on the left and lets you configure the auto-population settings for each service template in the hierarchy. Note: Each service template must be configured separately. 6. Enter the values for the OSDBfarm service template using Table 11 as your guide. Note: You can select the event fields you want to use for the name expressions from the drop-down list to the right of each name-expression field. Click the << button to move the selected event field into the name-expression fields. If you copy and paste values from the PDF version of this document, retype apostrophes, or the rule will fail. Table 11. OSDBfarm Auto-Population rule settings Field Value Description Rule Name DBAutopopEvents The name of the rule. Incoming Status Rule drop-down list Instance Name Expression field Display Name Expression field Select DBFarmEvents from the drop-down list. AlertKey+Customer+Location AlertKey+'_for_'+ (RExtract(Customer,'(...).*'))+Location The rule you want to use to supply data to the auto-population rule. The fields used to create the unique service name. TBSM checks these field values for new combinations. The field expression used for the service's display name. Note: If you paste this value from the PDF version of this document, retype the quotation marks. Service Level Agreement Standard The default service-level agreement. Restriction Filter blank The default will automatically be set to true. 46 IBM Tivoli Business Service Manager: Scenarios Guide

53 Note: The expressions you enter in the Instance Name Expression and Display Name Expression fields must be written in the Netcool/Impact policy expression language. See the Netcool/Impact Policy Reference for information of the policy expression language. You can use any Netcool/Impact parser functions in your expressions. For the regular expressions, use the Perl syntax and conventions. In this example, for the expression in the Display Name Expression field, you use the value of AlertKey field, plus '_for_', plus the first three characters from the Customer field value (using RExtract function), plus the value of the Location field. An example resulting name is: DBFarm_for_ABCEurope. For more information about using expressions for TBSM, see the TBSM Customization Guide. Figure 22 shows the New Auto-Population Rule window with the settings for the OSDBfarm service template. Figure 22. OSDBfarm auto-population rule settings 7. To edit the settings for the OSRegion service template, click the OSRegion tab. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. The window opens the settings for parent template auto-population rules. Since the data needed for the parent OSRegion template is in the event retrieved by the DBfarmEvents rule, you can automatically create the service names for the OSRegion services. 8. Enter the values for the OSRegion service template using Table 12 as your guide. Table 12. OSDBfarm auto-population rule settings for OSRegion Field Rule Name Template Name Instance Name Expression field Display Name Expression field Service Level Agreement Restriction Filter Value DBAutopopEvents OSRegion Location+Customer Location + '_Region_for_'+ Customer Standard true Configure services based on events 47

54 Figure 23 shows the Auto-Population Rule window with the settings for the OSRegion service template. Figure 23. Auto-population rule settings for OSRegion 9. To edit the settings for the Online_Services service template, click the Online_Services tab. The window opens the settings for parent template auto-population rules. Since the data for the parent Online_Services template is in the row retrieved by the DBFarmEvents rule, you can automatically create the service names for the services assigned to the Online Services template. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. 10. Enter the values for the Online_Services template using Table 13 as your guide. Table 13. OSDBfarm DBAutopopHigh rule settings for online services Field Rule Name Template Name Instance Name Expression field Display Name Expression field Service Level Agreement Restriction Filter Value DBAutopopEvents Online_Services Customer Customer Standard true 11. To close the window, click the OK button. 12. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSDBfarm' tab. Related concepts: 6 Create services on page IBM Tivoli Business Service Manager: Scenarios Guide

55 Testing the auto-population rule About this task To see how the auto-population rule you created for the OSDBfarm service template works, send test events to the TBSM ObjectServer. All the events you send here have the Severity field set to Clear (0). These events will be automatically deleted from the ObjectServer in a few minutes. Procedure 1. Open a terminal session and start rad_sendevent with one of the following commands: On UNIX systems enter: $TBSM_HOME/bin/rad_sendevent ObjectServerHost port userid password On Windows systems enter: %TBSM_HOME%\bin\rad_sendevent ObjectServerHost port userid password For a blank password, enter "". 2. Enter the following event to update the existing OSDBfarm service in the Asia region for the ABCBank service. This event is identical to the previous event for this service, except for the value in the Identifier field. AlertGroup OnlineBanking AlertKey DBFarm Customer ABCBank Location Asia Severity 0 Identifier dbabcasiatest2 3. Press the Enter key twice to send the event. 4. Return to the terminal session running rad_sendevent and send an event to create an OS_DBFARM service in the Europe region for the ABCBank service. This event is identical to the previous event, except for the values in the Location and Identifier fields. AlertGroup OnlineBanking AlertKey DBFarm Customer ABCBank Location Europe Severity 0 Identifier dbabceuropetes1 5. Press the Enter key twice to send the event. The Services tree now shows a three-level service structure with the ABCBank service at the highest level as shown in Figure 24 on page 50. Notice that the Display Name Expression was not applied to the DBFarmABCBankAsia service, since this service existed before you created the auto-population rule. Configure services based on events 49

56 Figure 24. Service Navigation - ABC Bank Service 6. Return to the terminal session running rad_sendevent and enter the following event to create an OSDBfarm service in the US region for the ABCBank service. Note: Each time you want to send a new event, do not press Enter first. Simply enter the field and value pairs for the next event. This event is identical to the previous event, except for the values in the Location and Identifier fields. AlertGroup OnlineBanking AlertKey DBFarm Customer ABCBank Location US Severity 0 Identifier dbabctest1 7. Press the Enter key twice to send the event. 8. In the TBSM console, refresh the Service Navigation portlet to see the new services. 9. Return to the terminal session running rad_sendevent and enter the following three events to create the three OSDBfarm services that support the GetThereFast service. For these services, the events have new values in the Customer, AlertGroup, Location, and Identifier fields. The first event creates the OSDBFarm service for the US region. AlertGroup TravelBooking AlertKey DBFarm Customer GetThereFast Location US 50 IBM Tivoli Business Service Manager: Scenarios Guide

57 Severity 0 Identifier dbgetustest1 The second event creates the OSDBFarm service for the Europe region. AlertGroup TravelBooking AlertKey DBFarm Customer GetThereFast Location Europe Severity 0 Identifier dbgeteuropetest1 The third event creates the OSDBFarm service for the Asia region. AlertGroup TravelBooking AlertKey DBFarm Customer GetThereFast Location Asia Severity 0 Identifier dbgetasiatest1 10. In the TBSM console, refresh the Service Navigation portlet to see the new services as shown in Figure 25. Figure 25. Auto-populated services The automatically created services have the display name that was configured in the auto-population rule. 11. To exit rad_sendevent, return to the terminal session and press Ctrl-C. Configure services based on events 51

58 Results Next: configure services from SQL data In the next chapter, you create a data fetcher and configure incoming status and auto-population rules based on the data retrieved from an SQL data source. In addition, you create custom service trees and a view definition that displays numerical data from the SQL data source. 52 IBM Tivoli Business Service Manager: Scenarios Guide

59 Configure services based on SQL data Scenario goals This section describes how to build a service model from a database table and display trouble ticket counts in the Tivoli Business Service Manager (TBSM) console. Related concepts: Configure text-based rules from ticket data on page 103 This scenario describes how to use rules to extract text strings from an SQL data and how to display the text in the Tivoli Business Service Manager (TBSM) console. 7 Create custom service trees and views on page 24 Related tasks: Creating data fetcher for text values on page 103 This topic describes how to create a data fetcher that you will use with text-based incoming status rules. In this scenario, you extract and display information from an external data source for the service templates you created when you configured services based on events. You create a set of incoming status rules based on a data fetcher that you will create with SQL scripts included with TBSM. When you create the data fetcher and filter the data with incoming status rules, you create services based on the incoming data. You will then customize the TBSM console to show the output values from the rules. When you have the services configured, TBSM displays them in the Services tree of the Service Navigation portlet. Expected result The services you build with the scenarios in this section add to the two online services that you created in Configure services based on events on page 27. You will create more services for the online banking model called ABCBank and then an online travel-booking model called GetThereFast. You will create these services based on information in a trouble tickets database table. In addition, you use the trouble ticket data to measure the high and critical trouble tickets that are open at a given time. Figure 26 on page 54 shows the expected result of this tutorial for the customer called ABCBank. The service model shown in Figure 26 on page 54 has a three-level hierarchy: 1. At the highest level is the customer and service type. 2. At the middle level are the regional centers that have the same types of supporting services. In this case we have regional centers in Asia, Europe, and the USA. The regional services are child services of the parent customer service. 3. At the lowest level are the services that support each region: database farms, network elements, and web farms. These base-level services are child services of the parent regional service. You will create the Critical and High columns in the Services tree to display the number of critical and high tickets open for the base-level services. Copyright IBM Corp. 2008,

60 Figure 26. Service configuration tutorial: expected result Scenario sequence Before you start this scenario, complete the scenarios in Configure services based on events on page 27. To create the service model shown in Figure 26, you need to complete the following steps: Table 14. Scenario sequence Step Task Section 1 Set up a data fetcher Working with data from an SQL data source 2 Create scorecard columns in the Services tree to display the ticket-count data 3 Create numerical incoming status rules that count the number of trouble tickets from the fetched data 4 Map the rule-output values for a given service template to the score card columns you created in step 2. 5 Create auto-population rules that will automatically create the remainder of the service model. 6 Create a view definition that displays the rule-output values in custom service icons. Service tree columns for ticket counts on page 65 Rules to process SQL data on page 68 Mapping SQL data to service tree columns on page 82 Create services automatically from SQL data on page 86 Display ticket counts in the Service Editor and Viewer on page 95 Working with data from an SQL data source This section describes how to create a data fetcher using sample data you import into the TBSM database. This tutorial describes how to create a data fetcher that retrieves and counts the most severe trouble tickets for an online travel-booking service and an online banking service. You will use this data fetcher in other scenarios to create the following template rules: v Auto-population v Incoming-numerical status v Numerical aggregation 54 IBM Tivoli Business Service Manager: Scenarios Guide

61 v Internal formula Perform all the tasks for this tutorial from the Service Configuration view. Before you begin, select Administration => Service Configuration from the console task list. Expected result The data fetcher you create for this tutorial will retrieve rows from the TBSMdemo.tickets table in the tbsmdb data source. The query you configure selects the rows for WebFarm, Network, and DBFarm services for the GetThereFast and ABCBank services across three geographical regions: US, Europe, and Asia. The query selects only rows for all open critical (severity = 5) and high (severity = 4) tickets. In addition, the query counts the number of rows for each service and ticket type in a column called OPENTICKETS. Figure 27 shows the results of the query in the View Data window. Figure 27. Data Fetcher tutorial: expected result Important: Select only the data you need Whenever you create a query for a data fetcher, it is important that you select only the fields that you need to identify unique service names and create incoming status rules for the services you want to model. The query in this tutorial selects only the fields that you need for these purposes, counts the matching rows, and arranges the results using the SQL GroupBy clause. If you select all the fields in your query (SELECT *), every row will be unique, and your ticket count will always equal 1. Important: Select only one row for each rule and service For a given service instance, your query must select only one row that contains the value you want to retrieve with a given incoming status rule. In this case, you select two rows for each service instance: one row counts the critical tickets, and the other row counts the high tickets. Configure services based on SQL data 55

62 For example, for the service called AsiaDBFarm, you must have only one row that counts the number of severity-5 (critical) tickets. Otherwise, when you create a rule that retrieves the critical-ticket count for DBFarms, the rule will only retrieve the value for the last row that contains severity-5 tickets for the service AsiaDBFarm. As a result, you will get an inaccurate ticket count. In this case, your critical-ticket count will be too low. Related concepts: 4 Identify data sources on page 22 Accessing tutorial data The sample data for this scenario is in the TBSMDEMO database. You need to install the demo data on DB2. This database is included in the TBSM installation program and can be installed as part of the TBSM database. For more information, see the IBM Tivoli Business Service Manager Installation Guide. Before you create a data fetcher, you need to create a DB2 data source. Related tasks: Creating a chart from a database on page 145 This topic describes how to create a chart from the TBSM database. REGIONALTICKETS data fetcher overview For this tutorial, you create a data source called tbsm_demo and a data fetcher called REGIONALTICKETS. The SQL WHERE clause for the REGIONALTICKETS data fetcher selects all open tickets with a severity of 4 or higher for a group of services in the tickets table. You will use this data to create numerical rules for the service model you started in Configure services based on events on page 27. To identify these services and create the rules that measure each service's status, the query must select the fields described in Table 15. Table 15. Fields Field Description Example values CUSTOMER HIGHLEVELSERVICEID REGION LOWLEVELSERVICEID The customer who depends on the services. The business-level service that depends on the other services in the model. In this case the services are for online banking, and online travel-booking. The service has three regional centers with a similar service structure. As a result, each region has its own unique business-level service. The technology services that support the business-level services. In this case the services are web-based and require databases and network elements to function properly. GetThereFast ABCBank TravelBooking OnlineBanking Asia Europe US DBFarm Network WebFarm 56 IBM Tivoli Business Service Manager: Scenarios Guide

63 Table 15. Fields (continued) Field Description Example values SEVERITY The level of a trouble ticket for a given service. The higher the number, the higher the severity of the ticket. 4 (High) 5 (Critical) For each unique combination of field values, the query counts all the open tickets with a severity of 4 and 5 and stores the value in a field called OPENTICKETS. This unique combination of field values identifies each unique service instance in the service model. For each service, the results of the query contain one row for critical (5) tickets and one row for high (4) tickets. The results show the count for each severity level in the OPENTICKETS field. Also, use the SQL GroupBy clause for the fields you select and the OrderBy clause to list the services with the highest number of OPENTICKETS at the top of your query results. When you create the rules for the services, you use the values in the OPENTICKETS field to measure the status of services in the TBSM service model. Create the REGIONALTICKETS data fetcher About this task Perform all the tasks for this tutorial from the Service Configuration page. Before you begin, select Administration => Service Configuration from the console task list. To create the tbsm_demo data source and the REGIONALTICKETS data fetcher, complete this task. The sample data for this section is part of the TBSMDEMO schema included the TBSM database. Procedure 1. Create the data source. a. Select Administration > Service Configuration from the task view. b. Select Data from the Service Navigation drop-down list. c. Click the New button. d. Enter these values for the data source: Data source name tbsm_demo User name DB2 user name. Password DB2 password Host Name DB2 host name. Port DB2 port. Default is Database TBSM Configure services based on SQL data 57

64 Disable database failover Selected. e. Click Test Connection A message window displays: CTGBA0025I The test connection is open and functioning. If an error message displays, check your settings and test the connection again. f. Save the data source. 2. Select the Data Fetcher from Service Navigation drop-down list. 3. Click the Create New Data Fetcher button. The New Data Fetcher tab opens in the Service Editor. 4. In the Data Fetcher Name field, enter REGIONALTICKETS. 5. Select SQL from the Type drop-down list. 6. Select the radio button for Fetch Daily at. Set a time to fetch the data daily. For this tutorial, use the Fetch now option to run this data fetcher. The Fetch now option is a right-click menu option for each data fetcher listed. Note: Whenever you configure a query in the data fetcher for the first time, it is best to select the Fetch Daily at option. Otherwise, you could be running an incomplete data fetcher many times and get strange results. Use the Clear button and Fetch now option whenever you want to test a query you have built. After you have set up the query the way you want, you can set the fetch interval. You could manually enter the following query in the SQL Query text box: select CUSTOMER,HIGHLEVELSERVICEID,LOWLEVELSERVICEID,REGION,SEVERITY, count(*) as "OPENTICKETS" from TBSMDEMO.tickets where STATUS= Open AND SEVERITY >= 4 group by CUSTOMER,HIGHLEVELSERVICEID,LOWLEVELSERVICEID,REGION,SEVERITY order by OPENTICKETS desc The as "OPENTICKETS" clause creates a metric named OPENTICKETS. Enclose "OPENTICKETS" in quotes to make sure that the column name returned from the query is in all UPPERCASE letters, that is, OPENTICKETS. Note: If you paste the query from this guide, the single quotes (as in 'Open') and >= characters may be corrupted. You may need to retype these characters. Setting case in queries: All Select statements should reflect the case sensitivity of the database being used. When you select a column in your query, by default, your results show the column name as defined in the database. You can use the AS clause to control case of meta data coming back from database. Enclose the metric column name in quotes to make sure the returned column name matches the case you want. For example, to have a query return and uppercase result, enter: select columnname as "COLUMNNAME" However, this scenario uses the Query Builder to build the query. It is much easier to use the Query Builder when you are unfamiliar with all the tables and fields in a database. 7. Select the DB2 data source where the TBSMDEMO database is installed. 58 IBM Tivoli Business Service Manager: Scenarios Guide

65 Create query with the Query Builder About this task To create the query for the REGIONALTICKETS data fetcher using the Query Builder, complete the following steps: Procedure 1. Click the Query Builder button. The Query Builder Wizard opens. 2. Select tbsm_demo from the Choose an existing Data Source drop-down list. The Available Tables list will then automatically update with a list of the tables from the tbsm_demo data source. 3. Scroll down the Available Tables list and select TICKETS. 4. Click the Add > button. The tickets-table entry moves to the Selected Tables list. Figure 28. TBSMDEMO.TICKETS table selected 5. Click the Next button. The next pane of the Query Builder wizard, Choose Fields from the Selected Tables, opens like the one shown in Figure 29 on page Select the following fields from the tickets-available fields list: v CUSTOMER v HIGHLEVELSERVICEID v LOWLEVELSERVICEID v REGION v SEVERITY Note: You can use press Ctrl or Shift while clicking to select multiple fields as shown in Figure 29 on page 60. Configure services based on SQL data 59

66 The fields move to the selected fields list. Figure 29. Query Builder: Choose Fields from the Selected Tables window 7. Click the Next button. Note: The Table Joins feature in Query Builder is only available when you select more than one table. For more information about this feature, see the IBM Tivoli Business Service Manager: Service Configuration Guide. The Query Builder wizard Add Filter pane opens like the one in Figure 30 on page 61. Use this window to define the SQL WHERE clause for your query. 8. Create an SQL WHERE clause to refine your search that selects all rows where the severity field is greater than or equal to 4 as follows: a. Select SEVERITY from the field drop-down list. b. Click Append Field. The WHERE clause field is updated. c. Finish the clause by typing >=4 for the operator and value. 9. Add another filter to your WHERE clause. The AND operator is set by default. In the new set of filter fields, create a filter that selects all rows where the status field equals Open as follows: a. Type and for the operator. b. Select STATUS from the field drop-down list. c. Click Append Field. The WHERE clause field is updated. d. Finish the clause by typing = Open for the operator and value. The filter values in your window must match Figure 30 on page 61. As a result of this WHERE clause, the query only selects open tickets with a severity greater than 4 (high). 10. To display the results from the WHERE clause, click the Apply button. The data is refreshed in the lower section of the pane. 60 IBM Tivoli Business Service Manager: Scenarios Guide

67 Figure 30. Query Builder: WHERE clause filter values 11. Click Next. The Query Builder: Add Metrics pane displays. Figure 31. Query Builder: Add Metrics window 12. Under the Add Metrics (optional) label, create a count function that stores the ticket counts in a variable field called OPENTICKETS as follows: v Select count from the Function drop-down list. v Select * in the field-selection drop-down list. v Type OPENTICKETS in the As: field. Figure 32 on page 62 shows the Create Metrics settings. Configure services based on SQL data 61

68 Figure 32. Query Builder: Create Metrics and Control Ordering & Grouping - Create Metrics window 13. Click the Apply button. The query results update based on the function values you entered. The results now show a new field called OPENTICKETS. The OPENTICKETS field shows the ticket count for each unique combination of fields selected in the query. For example, for each unique DBFarm, there will be two rows, one with a count of SEVERITY 5 tickets and one with a count of SEVERITY 4 tickets. Note: TBSM adds the OPENTICKETS field to the memory cache that temporarily stores the results of the data fetcher query. The OPENTICKETS field is not added to the source database. 14. Click Next. You do not need to change the GroupBy clause, since it includes all the fields by default. 15. The Query Builder: Add Order Bys pane displays. To display the query results with the highest number of open tickets at the top of the results: v Select desc from the Direction drop-down list. v Select OPENTICKETS from the Available Fields list. 16. Click the Apply button. The query results update based on the OrderBy values you entered. The row with the highest number of open tickets displays at the top of the results as shown in Figure 33. Figure 33. Query Builder: Results order-by clauses window 17. Click the Next button. A preview of the query is displayed. 18. Click the Finish button. The New Data Fetcher editor displays with the query you created in the SQL Query field. 19. Click the Save button in the New Data Fetcher editor. 62 IBM Tivoli Business Service Manager: Scenarios Guide

69 The saved data fetcher displays in the Data Fetcher list in the Service Navigation portlet. View data fetcher results About this task When you set up your SQL query, run the data fetcher and view the results using the following procedure: Procedure 1. From Data Fetcher in the Service Navigation portlet, right click the REGIONALTICKETS data fetcher and select Fetch Now from the menu that opens. 2. On the Edit tab in the Service Editor, click the View button. The View Data window opens like the example in Figure 34. Figure 34. View Data window for REGIONALTICKETS query Notice that the OrderBy clause you created caused the row with the highest number of open tickets to display at the top of retrieved data. Also notice that for each unique combination of fields, there are two rows of data: one row for severity -4 tickets and one row for severity-5 tickets. The first row of the OPENTICKETS field contains a count of the severity-4 tickets for the following unique combination of field values: v CUSTOMER = ABCBank v HIGHLEVELSERVICEID = OnlineBanking v LOWLEVELSERVICEID = DBFarm v REGION = US Also, notice that in the highlighted row towards the bottom of the window, the OPENTICKETS field contains a count for the severity-5 tickets for the same combination of fields. This combination of field values is used to uniquely identify a given instance of a service template. In this case, the service instance is the DBFarm in the US region for the ABCBank customer. Configure services based on SQL data 63

70 Now you are ready to create service templates that create the structure for the service model based on the data retrieved with REGIONALTICKETS data fetcher. However, first create some columns in the Services Tree that displays the REGIONALTICKETS data fetcher SQL data. Results Next: create columns to display SQL data When you have created the REGIONALTICKETS data fetcher, you create a set of columns in the Services tree that displays values retrieved with the data fetcher. Create users for custom pages This task describes how to create users that can access the custom pages you will create to display the SQL data. Before you begin To create users and groups, you need administrator privileges in TBSM. To create custom pages, you must have the role tipadmin assigned to you. About this task To create users for your custom pages: Procedure 1. From the console navigation pane, open Users and Groups and click Manage Users. 2. Click Create to create a user. 3. In the User ID field, type OSManager1. This user ID will be added to the user registry and also will be used as the login account name. 4. To assign the user to a group, click the Group Membership button. 5. Click Search. After the search completes, the results are displayed in two lists: one list is for groups that matched the search criteria and one list, named Current Groups, is for groups where the user is already a member. 6. From the matching groups, select: tbsmreadonly. 7. Click <Add. 8. Click Close to return to the User Management page. 9. Enter OS in the first name field and Manager in the last name field. 10. Enter manager1 in the Password and Confirm Password fields. 11. To create the user, click Create. 12. If the new user does not display, click Search to update the list. What to do next Next: Service tree columns for ticket counts 64 IBM Tivoli Business Service Manager: Scenarios Guide

71 Service tree columns for ticket counts To display the output values for a given rule in the Services tree, you create custom columns that map the output for a given service-template rule to a given column. In this section, you create the columns that display the output values from the numerical rules you create. When you map the rule-output values to a column, you transform the Services tree to a scorecard that displays key numerical values for each of your services. Expected result When you complete this tutorial, your custom TicketCounts scorecard will have two new columns that replace the default Time and Events columns, as shown. These new Critical and High columns display the ticket counts for each of the related services you create. Creating new service tree columns About this task To create a column to display the high- and critical-ticket counts for services assigned to the service templates you created, complete the following steps: Procedure 1. From the Service Configuration or Administration page, select Services from the Service Navigation pull-down menu. 2. Click the Tree Template Editor button. The Tree Template Editor window opens. 3. Click the Add New Tree Template button. 4. In the window that opens, enter TicketCounts in the Tree Template Name field and click Apply. 5. If it is not already selected, select TicketCounts from the Tree Template name drop-down list. 6. Delete two columns that are not used for this service model: v Under Column Configuration, select the check boxes for Time and Events columns v Click the Column Configuration Delete Selected (X) button. 7. Click the Add New Tree Column button. A new column field opens. 8. To create a column to display the critical-ticket count: type Critical in the new column field. 9. Click the Add New Tree Column button. A new column field opens. 10. To create a column to display the high-ticket count: type High in the new column field. The figure below shows the Column Configuration settings for the new columns. Configure services based on SQL data 65

72 Figure 35. Column configuration for new columns 11. Click the OK button to save the tree template settings. The Tree Template Editor window closes once the settings are saved. Results Next: create rules from SQL data When you have created these columns, you create numerical incoming status rules as described in section Rules to process SQL data on page 68. You display the output values from these rules in the custom Services tree columns. Create custom Service Tree portlet This topic describes how to create a custom Service Tree portlet. Procedure 1. Click Settings > Portlets in the navigation pane. A list of all portlet options you can choose to customize in the console are displayed. 2. Click New. The Create Portlet wizard opens. 3. Click Next. 4. Select the Service Tree portlet and click Next. 5. On the General page, enter TicketCounts in the Name field. 6. Scroll through the Thumbnail Image choices for the portlet, and choose according to the figure below. 7. Scroll through the Description Image choices for the new portlet, and choose according to the figure below. 8. Click Next. The Security page is launched. 9. On the Security page, select User from the Selected Roles list. 10. Select these roles from the list of Available Roles: v chartviewer - needed to view the charts you will add to the page. v tbsmviewservice 11. Click Add >. 12. Select Privileged User from the Selected Roles list. 66 IBM Tivoli Business Service Manager: Scenarios Guide

73 13. Select tbsmadminuser from the list of Available Roles. 14. Click Add >. 15. Click Next The Customize section opens. 16. Enter Ticket Counts in the Portlet Title field. Click Next. 17. Select TicketCounts from the Tree Template drop-down list. Click Next. The Summary section opens. 18. Click Finish. 19. Verify in Settings > Portlets that the new portlet is listed. Create freeform custom page This task describes how to create a freeform custom page to display the data from rules you create in this scenario. Before you begin To create a custom page, you need to be assigned the administrator role. About this task To create a custom page, complete the following steps: Procedure 1. Click Settings > Pages in the navigation pane. A list of all navigation nodes in the console are displayed, grouped the same way as they are in the console navigation. 2. Click New Page. A new page is launched with the title Page Settings. 3. Enter OSManagerpage in the Page name field. 4. In the Page location field, click Location to browse for where the new page will be listed in the console task list. Select Availability. This page is for read-only users who will not need to edit services. As a result, you add the page to the Availability group. The Location field is updated with console/availability/. Keep the defaults for the other fields. 5. Select Freeform option under Page Layout. 6. Expand Optional setting to add roles access to this page. 7. Click Add to view a list of roles that can access this page. 8. Select these roles from the list of Available Roles: v tbsmreadonlyuser v tbsmadminuser 9. Click Add. 10. For tbsmreadonlyuser, select User from the Access Level drop-down list. 11. For tbsmadminuser, select Privileged User from the Selected Roles list. 12. Click OK. The Portlet palette displays, which is used to select portlet content. 13. Use the arrows at the bottom of the Portlet palette to find and select the TicketCounts portlet. 14. Drag the TicketCounts portlet into the empty space below the Portlet palette. 15. Click Edit Options > Edit Shared Settings. 16. On the General tab, enter TicketCounts for the portlet title. The Customize section opens. The Context tab opens. Keep the defaults for the fields. Configure services based on SQL data 67

74 Rules to process SQL data 17. In the Tree Template drop-down list, select TicketCounts. Keep the defaults for the other fields. 18. Click OK. 19. Click Edit Options > Skin to customize the look of your portlet. The Skin option controls how the border of the portlet looks. 20. Select Transparent. The border disappears to maximize space on OSManagerpage page. 21. Click Save. The new page will open. Note: After you click Save, you need to will not be able to change or arrange your portlets. 22. Log out and log in as the OSManager1 user to verify that the new user can see the page. In this part of the tutorial, you create numerical-incoming status rules for the OSDBfarm, OSNetwork, and OSWebfarm service templates. These rules retrieve the ticket count for all the severity-4 (high) and severity-5 (critical) tickets from the REGIONALTICKETS data fetcher you created in Working with data from an SQL data source on page 54. You need to create two rules for each base-level service template you created in Create the service structure on page 28: one rule that counts the number of critical tickets and one rule that counts the number of high tickets. In this tutorial you create the rules for the OSDBfarm service template first, and then create similar rules for the OSNetwork and OSWebfarm service templates. These rules also change the status of a given service based on the number of open tickets counted by each rule. Expected result The rules retrieve separate ticket counts for each unique service in your service model and you can display these output values in your service tree. You measure the quality of the individual online services using the output values from these numerical incoming status rules. Figure 36 shows the Rules tab for the OSDBfarm service template with rules that look like the ones you create in this scenario. Figure 36. Rules tab: numerical incoming status rules 68 IBM Tivoli Business Service Manager: Scenarios Guide

75 Create rules for OSDBfarm service template In this section you create rules that count the number of high- and critical-severity tickets for services assigned to the OSDBfarm template. You must open the Service Configuration page to perform this task. Related concepts: 5 Create incoming status and numerical rules on page 22 Create rule to count critical tickets About this task To create the numerical incoming status rules for the OSDBfarm service template, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, click Templates to open the Templates portlet. 2. Click the + for the Online Services template and the + for the OSRegion service template to see the base-level service templates. 3. Click the OSDBfarm template to open it in the Service Editor. 4. If it is not already open, click the Edit Template 'OSDBfarm' tab. 5. Click the Incoming Status Rule button to open the Select Incoming Rule Type window. 6. Select the Based on a Numeric value radio button and click the OK button. The Edit Incoming Status Rule window opens. 7. Set the rule values as described in Table 16. Table 16. Settings for CriticalDBTickets rule Field Value Description Rule Name CriticalDBTickets Name of rule that counts critical tickets. Data Feed REGIONALTICKETS Sets the REGIONALTICKETS data fetcher as the data feed for the rule. The Available Instance Name Fields changes to the fields available from the data fetcher. Selected Instance Name Filter CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION LOWLEVELSERVICEID SEVERITY Select the fields in the Available list and click the >> button to move the selected fields to the Selected list. Each unique combination of these field values correspond to a service instance in your service model. Select the fields in the Available list and click the >> button to move the selected fields to the Selected list. For each field you select, a filter row opens below the field lists. These fields identify a specific row to count for each service instance. Configure services based on SQL data 69

76 Table 16. Settings for CriticalDBTickets rule (continued) Field Value Description LOWLEVELSERVICEID = DBFarm Selects rows with the value of DBFarm in the LOWLEVELSERVICEID field. SEVERITY = 5 Selects rows with value of 5 in the SEVERITY field. Enter an expression that TBSM will use to determine the output value for this rule.... OPENTICKETS With both of these field filters set, the rule selects only rows that match the filters. Select OPENTICKETS from the drop-down list and click the < button to move the entry into the field. The output value for this rule is a numerical value in the OPENTICKETS field for each service instance. Status (Optional) Selected When you select this option, you enter threshold values for the Marginal and Bad status. Marginal 5 The service's status changes to marginal if the value in the OPENTICKETS field is 5 or greater. Bad 10 The service's status changes to bad if the value in the OPENTICKETS field is 10 or greater. Figure 37 on page 71 shows the Create Incoming Status Rule window with the values set for this rule. 70 IBM Tivoli Business Service Manager: Scenarios Guide

77 Figure 37. CriticalDBTickets rule configuration 8. To view the rows retrieved by this rule, click the Preview data button. The View Data window opens showing the rows retrieved from the REGIONALTICKETS data fetcher as shown in Figure 38 on page 72. Configure services based on SQL data 71

78 Figure 38. Data for CriticalDBTickets view You must have six rows as shown in Figure 38. Each row maps to a unique service assigned to the OSDBfarm service template. Services are also called service instances. If you do not have six matching rows, you made an error in the status-rule configuration, or in the REGIONALTICKETS data fetcher. For example, the first row contains data for a service called ABCBANK for the DBFARM for the US region. It has seven open tickets with a severity level of 5. You created this service in Create a new service on page Click Close to return to the Create Incoming Status Rule window and click the OK button. 10. Click the Save button in Edit Template 'OSDBfarm' tab. Note: The rule will not be saved to the TBSM database until you click the Save button. The CriticalDBTickets rule displays in the Rules tab. Figure 39. OSDBFarm Editor with new rule for CriticalDBTickets Create rule to count high tickets About this task To count the high-severity (4) tickets for OSDBfarm services, create another incoming status rule with the settings shown in Table 17 on page 73. Select the 72 IBM Tivoli Business Service Manager: Scenarios Guide

79 Based on a Numeric value radio button. All the values are the same except the values for the Rule Name, the severity field, and the status-threshold values for Marginal and Bad. Table 17. HighDBTickets rule settings Field Rule Name Data Feed Instance Name Value HighDBTickets REGIONALTICKETS CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION Filter LOWLEVELSERVICEID SEVERITY LOWLEVELSERVICEID = DBFarm SEVERITY = 4 Enter an expression... to determine the output value for this rule. Status (Optional) OPENTICKETS Selected Marginal 10 Bad 20 To view the rows retrieved by this rule, click the Preview Data... button. Displaying the rule-output values About this task To display the rule-output values in the scorecard columns you: Procedure 1. If you have not done so already, create a ticket counts scorecard as described in section Service tree columns for ticket counts on page Map the CriticalDBTickets and HighDBTickets rules to the scorecard columns, as described in Mapping SQL data to service tree columns on page 82. Create rule to count high-severity OSDBfarm tickets per OSRegion This topic describes how to create an aggregation rule by hand that counts all high-severity tickets for all OSDBfarm services in a given OSRegion. You can also configure these rules automatically with the Automatic Rollup option. About this task To create a rule that counts the high-severity tickets for OSDBfarm services for each OSRegion, complete the following steps: Configure services based on SQL data 73

80 Procedure 1. From the Service Navigation pull-down menu, click Templates. 2. Click the + for the Online Services template to see the OSRegion service template. 3. Click OSRegion to display the service template in the Service Editor. 4. If it is not already open, click the Edit Template 'OSRegion' tab. 5. In the Rules tab, select Create Numerical Aggregation Rule button to open the Numerical Aggregation Rule window. Figure 40. Create numerical aggregation rule button 6. In the Rule Name field, enter: DBSumHigh. This rule sums the high-severity tickets for services assigned to the OSDBfarm service template. 7. From the Child Template drop-down list, select OSDBfarm. This aggregation rule applies to child services assigned to the OSDBfarm template. 8. From the Child Metric Rule drop-down list, select HighDBTickets. You created this rule in Rules to process SQL data on page From the Aggregation Function list, select the Sum radio button. Figure 41. Numerical aggregation rule settings for DBSumHigh rule 10. Click the OK button to close the Numerical Aggregation Rule window. The DBSumHigh rule shows in the Rules tab. 11. Click the Save button in Edit Template 'OSRegion' tab. 74 IBM Tivoli Business Service Manager: Scenarios Guide

81 What to do next In TBSM, you can define the aggregation rules automatically directly from the incoming status rule. You can edit the automatically created aggregation rules from the parent templates. Related tasks: Roll up critical-severity OSDBFarm ticket counts to OS region In this task, you edit the CriticalDBTickets rule to automatically pass its output values to OSRegion services. Roll up critical-severity OSDBFarm ticket counts to OS region In this task, you edit the CriticalDBTickets rule to automatically pass its output values to OSRegion services. About this task In the previous topic, you created a rule to count all the high-severity tickets for OSRegion. You can also create these rules automatically. To automatically create a rule that counts the critical-severity tickets for OSDBfarm services in a given region, complete the following steps: Procedure 1. From the Edit Template 'OSDBFarm' tab, click the CriticalDBTickets rule to open the Edit Incoming Status Rule window. 2. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 3. Select the OSRegion service template from the Available Templates list. 4. Click the arrow button to move the selected template to the Roll up to templates list. 5. Select the Sum function for the rule value. Leave all other functions deselected Configure services based on SQL data 75

82 Figure 42. Automatic Rollup Numerical Rule window 6. Click OK. 7. On the Edit Incoming Status Rule window, click OK. 8. Save the OSDBFarm service template. 9. Open the OSRegion template in the Service Editor. The template now includes a new rule that you created with the Automatic Roll-up feature: CriticalDBTickets_Sum_OSDBfarm_to_OSRegion. The system creates the name automatically based the values from the Automatically Roll-up Numerical Rule window. 10. Save and close the OSRegion template. Results The new rule will count the critical tickets for all data farms in a given region. Note: Do not change the rule names. The system uses the rule names to map the data to service tree columns displays and other objects. If you change the rule name, you will get inaccurate results from displays and other rules that depend on a given rule. Related tasks: Create rule to count high-severity OSDBfarm tickets per OSRegion on page 73 This topic describes how to create an aggregation rule by hand that counts all high-severity tickets for all OSDBfarm services in a given OSRegion. You can also configure these rules automatically with the Automatic Rollup option. 76 IBM Tivoli Business Service Manager: Scenarios Guide

83 Create rules for OSNetwork template When you confirm that the rules for the OSDBfarm template work properly, create similar rules that count the tickets for the services assigned to the OSNetwork template as described in this section. To view the rows retrieved by this rule, click the Preview Data: View button. Create rule to count critical-network tickets In this task, you create rules to count critical-severity tickets for OSNetwork and roll up the rule results to the OSRegion template. About this task To count the critical-severity (5) tickets for OSNetwork services, create a rule that selects data on these tickets from the REGIONALTICKETS data fetcher. All the values are the same as the OSDBfarm CriticalDBTickets rule, except the values for the Rule Name, LOWLEVELSERVICEID, and SEVERITY field. Procedure 1. Open the OSNetwork template in the Service Editor. 2. If it is not already open, click the Edit Template 'OSNetwork' tab. 3. Click the Incoming Status Rule button to open the Select Incoming Rule Type window. 4. Select the Based on a Numeric value radio button and click the OK button. The Edit Incoming Status Rule window opens. 5. Enter the rule values using this table as your guide. Table 18. CriticalNetworkTickets rule settings Field Rule Name Data Feed Instance Name Value CriticalNetworkTickets REGIONALTICKETS CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION Note: If necessary, remove the default Node value from the Selected list. Filter LOWLEVELSERVICEID SEVERITY LOWLEVELSERVICEID = Network SEVERITY = 5 Select a field containing the value Status (Optional) OPENTICKETS Selected Marginal 5 Bad 10 To view the rows retrieved by this rule, click Preview Data. Configure services based on SQL data 77

84 6. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 7. Select the OSRegion service template from the Available Templates list. 8. Click the arrow button to move the selected template to the Roll up to templates list. 9. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 10. Click OK. 11. On the Edit Incoming Status Rule window, click OK. 12. Save the OSNetwork service template. Results There are now two new rules: v The OSNetwork template has a new rule called CriticalNetworkTickets that counts all tickets for a given OSNetwork service. v The OSRegion template has a rule called CriticalNetworkTickets_Sum_OSNetwork_to_OSRegion that was created from the Automatic Roll-up settings. This rule sums all the severity-5 OSNetwork tickets for a given OSRegion service. What to do next Next: Create rule to count high-network tickets Create rule to count high-network tickets In this task, you create rules to count high-severity tickets for OSNetworks and roll up the rule results to OSRegion services. About this task To count the high-severity (4) tickets for OSNetwork services, create another rule with the settings shown in this task. All the values are the same as the CriticalNetworkTickets rule, except for the Rule Name, the SEVERITY field, and the status-threshold values for Marginal and Bad. Procedure 1. Click the Incoming Status Rule button to open the Select Incoming Rule Type window. 2. Select the Based on a Numeric value radio button and click the OK button. The Edit Incoming Status Rule window opens. 3. Enter the rule values using this table as your guide. Table 19. HighNetworkTickets rule settings Field Rule Name Data Feed Value HighNetworkTickets REGIONALTICKETS 78 IBM Tivoli Business Service Manager: Scenarios Guide

85 Table 19. HighNetworkTickets rule settings (continued) Field Instance Name Value CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION Note: Remove the default Node value from the Selected list. Filter LOWLEVELSERVICEID SEVERITY LOWLEVELSERVICEID = Network SEVERITY = 4 Select a field containing the value... OPENTICKETS Marginal 10 Bad 20 To view the rows retrieved by this rule, click Preview Data. 4. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 5. Select the OSRegion service template from the Available Templates list. 6. Click the arrow button to move the selected template to the Roll up to templates list. 7. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 8. Click OK. 9. On the Edit Incoming Status Rule window, click OK. 10. Save the OSNetwork service template. Results There are now two new rules: v The OSNetwork template has a new rule called HighNetworkTickets that counts all tickets for a given OSNetwork service. v The OSRegion template has a rule called HighNetworkTickets_Sum_OSNetwork_to_OSRegion that was created from the Automatic Roll-up settings. This rule sums all the severity-4 OSNetwork tickets for a given OSRegion service. Create rules for OSWebfarm template Create similar rules that count the tickets for the services assigned to the OSWebfarm template as described in this section. Create rule to count critical OSWebfarm tickets In this topic, you create a rule to count critical tickets for OSWebfarm services and automatically roll up the rule values to the OSRegion services. Configure services based on SQL data 79

86 About this task To count the critical-severity (5) tickets for OSWebfarm services, create another rule with the settings shown in this task. All the values are the same as the OSDBfarm rule, except the values for the Rule Name, LOWLEVELSERVICEID, and SEVERITY fields. To view the rows retrieved by this rule, click the Preview data button. Remember that after you close the rule window, click the Save button in the Edit Template tab. Procedure 1. Open the OSWebfarm template in the Service Editor. 2. If it is not already open, click the Edit Template 'OSWebfarm' tab. 3. Click the Incoming Status Rule button to open the Select Incoming Rule Type window. 4. Select the Based on a Numeric value radio button and click the OK button. The Edit Incoming Status Rule window opens. Table 20. CriticalWebTickets rule settings Field Rule Name Data Feed Instance Name Value CriticalWebTickets REGIONALTICKETS CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION Note: If necessary, remove the default Node value from the Selected list. Filter LOWLEVELSERVICEID SEVERITY LOWLEVELSERVICEID = WebFarm SEVERITY = 5 Select a field containing the value... OPENTICKETS Marginal 5 Bad 10 To view the rows retrieved by this rule, click Preview Data. 5. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 6. Select the OSRegion service template from the Available Templates list. 7. Click the arrow button to move the selected template to the Roll up to templates list. 8. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 9. Click OK. 10. On the Edit Incoming Status Rule window, click OK. 80 IBM Tivoli Business Service Manager: Scenarios Guide

87 11. Save the OSWebfarm service template. Results There are now two new rules: v The OSWebfarm template has a new rule called CritcalWebTickets that counts all tickets for a given OSNetwork service. v The OSRegion template has a rule called HighWebTickets_Sum_OSWebfarm_to_OSRegion that was created from the Automatic Roll-up settings. This rule sums all the severity-4 OSWebfarm tickets for a given OSRegion service. Create rule to count high OSWebfarm tickets In this topic, you create a rule to count high-severity tickets for OSWebfarm services and automatically roll up the rule values to the OSRegion services. About this task To count the high-severity (4) tickets for OSWebfarm services, create another rule with the settings described in this task. All the values are the same as the CriticalWebTickets rule, except for the Rule Name, the SEVERITY field, and the status-threshold values for Marginal and Bad fields. To view the output values for these rules, map the rules to service tree columns as described in section Mapping SQL data to service tree columns on page 82 and create services assigned to the OSWebfarm and OSNetwork service templates as described in section Create services automatically from SQL data on page 86. Procedure 1. Open the OSWebfarm template in the Service Editor. 2. If it is not already open, click the Edit Template 'OSWebfarm' tab. 3. Click the Incoming Status Rule button to open the Select Incoming Rule Type window. 4. Select the Based on a Numeric value radio button and click the OK button. The Edit Incoming Status Rule window opens. Configure the rule using this table as your guide. Table 21. HighWebTickets rule settings Field Rule Name Data Feed Instance Name Value HighWebTickets REGIONALTICKETS CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION Note: If necessary, remove the default Node value from the Selected list. FilterLOWLE LOWLEVELSERVICEID SEVERITY Configure services based on SQL data 81

88 Table 21. HighWebTickets rule settings (continued) Field Value LOWLEVELSERVICEID = WebFarm SEVERITY = 4 Select a field containing the value OPENTICKETS Marginal 10 Bad 20 To view the rows retrieved by this rule, click Preview data. 5. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 6. Select the OSRegion service template from the Available Templates list. 7. Click the arrow button to move the selected template to the Roll up to templates list. 8. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 9. Click OK. 10. On the Edit Incoming Status Rule window, click OK. 11. Save the OSWebfarm service template. Results There are now two new rules: v The OSWebfarm template has a new rule called CritcalWebTickets that counts all tickets for a given OSNetwork service. v The OSRegion template has a rule called HighWebTickets_Sum_OSWebfarm_to_OSRegion that was created from the Automatic Roll-up settings. This rule sums all the severity-4 OSWebfarm tickets for a given OSRegion service. What to do next Next: Mapping SQL data to service tree columns In the next task, you create custom service tree scorecards to display the output values from the numerical-incoming status rules. Mapping SQL data to service tree columns To display rule-output values in the Services tree, map the rules to the TicketCounts score card columns you created in Service tree columns for ticket counts on page 65. In this section, you map the rules you created for the OSDBfarm template to the High and Critical columns. Expected result Once you have completed this tutorial, your Services tree displays the high- and critical-ticket counts for the OSDBfarm services as shown in Figure 43 on page IBM Tivoli Business Service Manager: Scenarios Guide

89 Figure 43. Services tree with data in custom columns Mapping OSDBfarm rules to columns About this task To display the ticket counts for services assigned to the OSDBfarm service template complete the following steps: Procedure 1. From the Service Navigation pull-down menu, select Services. 2. Click the Tree Template Editor button. The Tree Template Editor window opens. 3. Select the TicketCounts from the Tree Template name drop-down list. 4. Under Service Template Selection, click OSDBfarm in the Available Templates list and click the >> button to move OSDBfarm to the Selected Templates list. Figure 44. Template rule mapping: active template 5. In the Service-Template Rule Mapping: Active Template list, click OSDBfarm. The rules for the OSDBfarm template open in the Available Rules list table. Configure services based on SQL data 83

90 6. Clear the Display check box for the slastatusimage and raweventsimage attributes. 7. Click the Display check box for rule. 8. Select the Critical column from the Column Display Name drop-down list. 9. Click the Display check box for rule. 10. Select the High column from the Column Display Name drop-down list. Figure 45 shows the rule mappings for the OSDBfarm service template. Figure 45. Rule-to-column mappings for OSDBfarm service template 11. Click the OK button to save the tree settings. The Tree Template Editor window closes once the settings are saved. 12. On the left navigation pane, open the Availability task and click OSManagerpage to see the new columns. Figure 46. New columns set for services assigned to the template OSDBFarm 13. Repeat this procedure for the incoming status rules you created for the OSNetwork and OSWebfarm service templates. These columns will display after you create services assigned to these templates as described in Create services automatically from SQL data on page 86. Set identification fields for OSDBfarm services About this task To match the ticket data retrieved from the REGIONALTICKETS data fetcher with the CriticalDBTickets and HighDBTickets rules, you need to set the identification fields for each of the six service instances assigned to the OSDBfarm service template. For each rule, these identification fields set the field name and value 84 IBM Tivoli Business Service Manager: Scenarios Guide

91 pairs unique to each service instance. When a row contains the identification-field values that match the service instance and rule, the rule-output value is calculated for that service instance. To set identification fields for OSDBFarm services, complete the following steps: Procedure 1. In the Services tree, click the + for each customer (ABCBank and GetThereFast) to show the services for each region. 2. Click the + for each of the six regional services to show the six services assigned to the OSDBfarm template. 3. For each of the OSDBfarm services, click the service name to open the service in the Service Editor. For example, click the DBFarm_for_Europe service. 4. If it is not already open, click the Edit Service tab. 5. Click the Identification Fields tab. 6. Enter the correct identification-field values for both the CriticalDBTickets and HighDBTickets rules in each service as described in this table. The identification fields for the DBfarmEvents rule do not need to be changed. If the field values for a rule do not display, click the + next to the Rule Name. Table 22. Identification-field values for CriticalDBTickets and HighDBTickets rules Service name CUSTOMER HIGHLEVELSERVICEID LOWLEVELSERVICEID REGION DBFarmABCBankAsia ABCBank OnlineBanking DBFarm Asia DBFarmABCBankEurope ABCBank OnlineBanking DBFarm Europe DBFarmABCBankUS ABCBank OnlineBanking DBFarm US DBFarmGetThereFastAsia GetThereFast TravelBooking DBFarm Asia DBFarmGetThereFastEurope GetThereFast TravelBooking DBFarm Europe DBFarmGetThereFastUS GetThereFast TravelBooking DBFarm US Figure 47 shows the correct identification-field settings for the DBFarmABCBankAsia service. Figure 47. Identification field settings for DBFarmABCBankAsia service 7. When you have finished entering the identification fields for each service and rule, click the Save button in the toolbar. Configure services based on SQL data 85

92 Updating the column data display In this topic, you run the data fetcher to update the data in your scorecard. About this task To see data in the new columns, you must run the REGIONALTICKETS data fetcher and execute the data fetcher on demand. In a production environment, the data displays changes whenever changed data is retrieved by the data fetcher. To update the column display, complete the following steps: Procedure 1. In the Service Navigation pull-down menu, click the Data Fetcher. 2. Click the REGIONALTICKETS data fetcher. The Edit 'REGIONALTICKETS'tab opens in the Service Editor. 3. In the Data Fetchers portlet, right-click on REGIONALTICKETS and select Fetch now from the menu that opens. 4. Open the OSManagerpage and expand the tree to see the updated rule-output values in the new columns. The output value for the CriticalDBTickets and HighDBTickets rules display in the Critical and High scorecard columns for the DBFarmABCBankAsia service. Create services automatically from SQL data In this section, you create auto-population rules that automatically create all the remaining service instances in the sample service model used in this scenario. Before you configure auto-population rules, first configure your service structure and configure incoming status rules for your base-level services as described in previous parts of this scenario. When TBSM receives new data, the auto-population rule parses the data for new service-instance names. The auto-population rules you create in this section parse the data retrieved by the numerical-incoming status rules you created in Rules to process SQL data on page 68. Expected result When you have completed this tutorial, all the services are automatically created as shown in Figure 48 on page IBM Tivoli Business Service Manager: Scenarios Guide

93 Figure 48. Auto-populated services for online services model Related concepts: Configure services based on events on page 27 6 Create services on page 23 Create auto-population rules for OSNetwork service template About this task To automatically create services for the OSNetwork service template, create an auto-population rule for each incoming status rule in the template. In this case, you create two auto-population rules: one for the HighDBTickets rule and one for the CriticalDBTickets rule. Create the two auto-population rules to automatically configure each service's Identification Fields as described in section Create a new service on page 41. To create the auto-population rules for the OSNetwork service template, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, click Templates. 2. Click the + for the Online Services and OSRegion templates to open the service-template structure as shown in Figure 49 on page 88. Configure services based on SQL data 87

94 3. Click the OSNetwork service template. 4. If it is not already open, click the Edit Template 'OSNetwork' tab to edit the service-template attributes. 5. From the Rules tab, click the Create Auto-Population Rule button. The New Auto-Population Rule window opens. Note: Each service template must be configured separately. The New Auto-Population Rule window shows the service-template hierarchy in tables on the left. You configure the auto-population settings for each service template in the hierarchy. 6. Enter the values for the OSNetwork service template using Table 23 as your guide. Table 23. OSNetwork auto-population rule settings Field Value Description Rule Name NetworkAutopopHigh The name of the rule. Incoming Status Rule drop-down list Select HighNetworkTickets from the drop-down list. This auto-population rule parses data that meets the filter conditions set in the HighNetworkTickets incoming status rule. Instance Name Expression LOWLEVELSERVICEID+CUSTOMER+REGION The fields used to uniquely identify the service for a given rule. Checks these field values for new combinations. Display Name Expression Figure 49. Example service-template structure LOWLEVELSERVICEID+ _FOR_ + (RExtract(CUSTOMER, (...).* ))+REGION The field expression used for the service's display name. Note: If you paste this value from the PDF version of this document, retype the quotation marks. Service Level Agreement Standard The default service-level agreement. Restriction Filter blank The default will automatically be set to true. 88 IBM Tivoli Business Service Manager: Scenarios Guide

95 Note: The expressions you enter in the Instance Name Expression and Display Name Expression fields must be written in the Netcool/Impact policy expression language. You can use any Netcool/Impact parser functions in your expression. In this case, an example of a resulting display name is: Network_for_ABCAsia. For the regular expressions, use the PERL syntax and conventions. For more information about using expressions for TBSM, see the TBSM Customization Guide. Figure 50 shows the New Auto-Population Rule window with the settings for the OSNetwork service template. Figure 50. OSNetwork auto-population rule settings 7. To edit the settings for the OSRegion service template, click the OSRegion tab. The window opens the settings for parent template auto-population rules. Since the data you need for the parent OSRegion service is retrieved by the HighNetworkTickets rule, you can use this auto-population rule to create or find the parent services for each child OSNetwork service. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. 8. Enter the values for the OSRegion service template using Table 24 as your guide. Table 24. OSNetwork auto-population rule settings for OSRegion Field Rule Name Template Name Instance Name Expression Display Name Expression Service Level Agreement Restriction Filter Value NetworkAutopopHigh OSRegion REGION+CUSTOMER REGION+'_REGION_FOR_'+CUSTOMER Note: If you paste this value from the PDF version of this guide, retype the quote marks. Standard true Configure services based on SQL data 89

96 Figure 51 shows the Auto-Population Rule window with the settings for the OSRegion service template. Figure 51. Auto-population rule settings for OSRegion Note: The values resulting from the parent Instance Name Expressions for this rule must match the parent Instance Name Expression values from the auto-population rule you created for the OSDBfarm service template, DBAutopopEvents. Otherwise, this auto-population rule creates a duplicate set of services. For example, the result of the REGION+CUSTOMER Instance Name Expression in this rule must match the result of the LOCATION+CUSTOMER Instance Name Expression in the DBAutopopEvents rule. In this case, the results match because the region field in the tickets table has the same values (Asia, Europe, or US) as the LOCATION field in the ObjectServer events. 9. To edit the settings for the Online_Services service template, click the Online_Services tab. The window opens the settings for parent template auto-population rules. Since the data you need for the parent service is retrieved by the HighNetworkTickets rule, you can use this auto-population rule to create or find the parent services for each child OSNetwork service. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. 10. Enter the values for the Online_Services service template using Table 25as your guide. Table 25. OSNetwork NetworkAutopopHigh rule settings for online services Field Rule Name Template Name Instance Name Expression Display Name Expression Service-Level Agreement Restriction Filter Value NetworkAutopopHigh Online_Services CUSTOMER CUSTOMER Standard true 90 IBM Tivoli Business Service Manager: Scenarios Guide

97 11. To close the window, click the OK button. 12. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSNetwork' tab. 13. Create another auto-population rule for the CriticalNetworkTickets rule. Enter the values for the OSNetwork service template using Table 26 as your guide. Table 26. OSNetwork NetworkAutopopCrit rule settings Note: Each service template must be configured separately. Field Rule Name Incoming Status Rule drop-down list Instance Name Expression Display Name Expression Service-Level Agreement Restriction Filter Value Enter NetworkAutopopCrit Select CriticalNetworkTickets yes from the drop-down list. Enter LOWLEVELSERVICEID+CUSTOMER+REGION Enter LOWLEVELSERVICEID+'_FOR_'+ (RExtract(CUSTOMER,'(...).*'))+REGION Note: If you paste this value from the PDF version of this document, you need to retype the quote marks. Select Standard blank 14. Click the OSRegion tab and enter the values for the OSRegion service template using Table 27 as your guide. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. Table 27. OSNetwork NetworkAutopopCrit rule settings for OSRegion Field Rule Name Template Name Instance Name Expression Display Name Expression Service-Level Agreement Restriction Filter Value Enter NetworkAutopopCrit Enter OSRegion Enter REGION+CUSTOMER Enter REGION+'_REGION_FOR_'+CUSTOMER Note: If you paste this value from the PDF version of this document, you need to retype the quote marks. Select Standard true 15. Click the Online_Services tab and enter the values for the Online_Services service template using Table 28 on page 92 as your guide. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. Configure services based on SQL data 91

98 Table 28. OSNetwork NetworkAutopopCrit rule settings for online services Field Rule Name Template Name Instance Name Expression Display Name Expression Service-Level Agreement Restriction Filter Value NetworkAutopopCrit Online_Services CUSTOMER CUSTOMER Standard true 16. To close the window, click the OK button. 17. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSNetwork' tab. Related concepts: 6 Create services on page 23 Testing the auto-population rules About this task Before you create auto-population rules for the OSWebfarm service templates, test the auto-population rules you created for the OSNetwork service template as follows: Procedure 1. In the Service Navigation pull-down menu, click the Data Fetcher. 2. In the Service Navigation portlet, right-click on the RegionalTickets data fetcher and click Fetch Now from the menu that opens. 3. Refresh the Service Navigation portlet. 4. Select Services from the Service Navigation pull-down menu to see the new services created by the auto-population rules. 5. Click the + for each service in the tree to show the service hierarchy. Each region should now have OSNetwork service. 6. Click the Network_for_GetAsia service and open the Edit Service 'Network_for_GetAsia' tab in the Service Editor. 7. Click the Identification Fields tab. Notice that the auto-population rule automatically entered the correct identification field values for both the CriticalNetworkTickets and HighNetworkTickets rules. Results Next: Create auto-population rules for OSWebfarm services on page 93 If you want to build the complete service model in the example, create similar auto-population rules for the OSNetwork and OSWebfarm service templates. 92 IBM Tivoli Business Service Manager: Scenarios Guide

99 Create auto-population rules for OSWebfarm services About this task To automatically create services assigned the OSWebfarm service template, you need to create auto-population rules for these services. These auto-population rules are like the rules for the OSNetwork service template. To create auto-population rules for the OSWebfarm service template, complete the following steps: Procedure 1. From Templates, click the OSWebfarm service template. 2. If it is not open already, click the Edit Template 'OSWebfarm' tab to edit the service template attributes. 3. From the Rules tab, click the Create AutoPopulation Rule button. The New Auto-Population Rule window opens. Note: Each service template must be configured separately. 4. Enter the values for the OSWebfarm service template using Table 29as your guide. Table 29. OSWebfarm WebAutopopHigh rule settings Field Rule Name Incoming Status Rule drop-down list Instance Name Expression field Display Name Expression field Service Level Agreement Restriction Filter Value WebAutopopHigh Select HighWebTickets from the drop-down list. LOWLEVELSERVICEID+CUSTOMER+REGION LOWLEVELSERVICEID+ _FOR_ +(RExtract(CUSTOMER, (...).* ))+REGION Standard true 5. Click the OSRegion tab and enter the values for the OSRegion service template using Table 30as your guide. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. Table 30. OSWebfarm WebAutopopHigh rule settings for OSRegion Field Rule Name Template Name Instance Name Expression field Display Name Expression field Service Level Agreement Restriction Filter Value WebAutopopHigh OSRegion REGION+CUSTOMER REGION+ _REGION_FOR_ +CUSTOMER Standard true Configure services based on SQL data 93

100 6. Click the Online_Services tab and enter the values for the Online_Services service template using Table 28 on page 92 as your guide. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. Table 31. OSWebfarm WebAutopopHigh rule settings for online services Field Rule Name Template Name Instance Name Expression Display Name Expression Service Level Agreement Restriction Filter Value WebAutopopHigh Online_Services CUSTOMER CUSTOMER Standard true 7. To close the window, click the OK button. 8. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSWebfarm' tab. 9. Create another auto-population rule called WebAutopopCrit for the OSWebfarm service template: Select CritWebTickets from the Incoming Status Rule drop-down list. Configure the OSRegion and Online_Services tabs, the settings for WebAutopopCrit match the settings for the WebAutopopHigh rule you created. Note: Each service template must be configured separately. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. 10. When you have finished entering the values for the CritNetworkTickets rule, click the OK button. 11. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSWebfarm' tab. What to do next Testing the auto-population rules for OSNetwork and OSWebfarm To test the new auto-population rules for the OSNetwork and OSWebfarm service templates, run the REGIONALTICKETS data fetcher and run the data fetcher on demand as described in Testing the auto-population rules on page 92. Refresh the OSManagerpage and the new OSNetwork and OSWebfarm services display on the Services tree. 94 IBM Tivoli Business Service Manager: Scenarios Guide

101 Figure 52. Services tree with sample services Next: creating view definition for the service model In addition to service tree columns, you can also create a custom view definition for your service model that shows the rule-output values in custom service visual elements, as described in Display ticket counts in the Service Editor and Viewer. Display ticket counts in the Service Editor and Viewer In the previous sections, you mapped your rule-output values to scorecard columns in the Services tree. In this section, you create custom view definitions that display the rule-output values within the service visual elements in the Service Editor and Service Viewer. Expected result When you complete the procedures in this section, the services assigned to the OSDBfarm, OSNetwork, and OSWebfarm service templates will have custom service elements in the Service Editor as shown in Figure 53 on page 96. The custom elements show the number of critical and high tickets for each service. Configure services based on SQL data 95

102 Figure 53. TicketRelationships view definition Create new view definition About this task In order to assign custom service visuals, create a view definition in the Service Editor. To create a view definition, complete the following steps: Procedure 1. Click an ABCBank service in the Service Navigation portlet, Services tree. The Service Editor opens. 2. If it is not already open, click the View Service tab. The default view definition for the service model opens in the Service Editor. 3. Select View menu, Toolbars and select View Definition from the menu that opens. 4. If it is not already selected, select the Relationships view from the View Definitions drop-down list. 5. Click the Edit View Definition button next to the View Definition drop-down list. The Edit View Definition window opens as shown in Figure 54 on page Click the Save As New button. 96 IBM Tivoli Business Service Manager: Scenarios Guide

103 Figure 54. Edit View Definition window The Save As window opens. 7. In the Save As New field, enter: TicketRelationships. 8. Click the OK button. The Save As window and the Edit View Definition window close. The new view definition now appears in the View Definition drop-down list in the Service Editor. Configure view definition visuals for low-level services About this task When you create a custom view definition, you edit the view definition to display custom visual elements for your services. In this section, you configure custom visual elements that display the rule output values from the services assigned to the OSDBfarm, OSNetwork, and OSWebfarm service templates. When you configure these settings, the TicketRelationships view definition applies the custom visual settings to all the services assigned to these service templates. To assign custom visual settings to the base-service templates: Procedure 1. Click the Edit View Definition button for the TicketRelationships view definition. 2. In the Edit View Definition window, change the value for the Background Color field to white. 3. Click the Visuals tab. The Visuals tab opens. 4. Select OSDBfarm from the Service Template drop-down list. Configure services based on SQL data 97

104 5. Select ThreeElementPrototype from the Type drop-down list. The graphic for the ThreeElementPrototype displays. This service visual element type lets you display three rule-output values in the service icon. 6. Click Configure Attributes. 7. Enter Tickets in the Label 1 field. 8. Leave the default for the Value 1 drop-down list. You configure a rule for this label in Create numerical rules for services on page Enter Critical in the Label 2 field. 10. Select CriticalDBTickets from the Value 2 drop-down list. 11. Enter High in the Label 3 field. 12. Select HighDBTickets from the Value 3 drop-down list. Figure 55 shows the Edit View Definition window with the settings for the OSDBfarm service template. Figure 55. Edit View Definition window: OSDBfarm settings 13. Click the OK button. The Edit View Definition window closes and the Service Editor refreshes to show the new settings for the services assigned to the OSDBfarm service template. Figure 56 on page 99 shows a DBfarmABCBankAsia service image with the custom visual settings applied. 98 IBM Tivoli Business Service Manager: Scenarios Guide

105 Figure 56. OSDBfarm service with custom visual settings Results View definition visuals for OSNetwork services Except for some template-specific values, you create the custom visual settings for OSNetwork the same way you configured the OSDBfarm settings. Table 32 describes the Visuals tab settings required for the OSNetwork service template. Table 32. View Definition Visual Settings for OSNetwork Field Value Service Template OSNetwork Type ThreeElementPrototype Label 1 Tickets Value 1 0 Label 2 Critical Value 2 CriticalNetworkTickets Label 3 High Value 3 HighNetworkTickets View definition visuals for OSWebfarm services Except for some different values, you create the custom visual settings for the OSWebfarm the same way you configured the OSDBfarm settings. Table 33 describes the Visuals tab settings required for the OSWebfarm service template. Table 33. View definition visual settings for OSWebfarm Field Value Service Template OSWebfarm Type ThreeElementPrototype Label 1 Tickets Configure services based on SQL data 99

106 Table 33. View definition visual settings for OSWebfarm (continued) Field Value Value 1 0 Label 2 Critical Value 2 CriticalWebTickets Label 3 High Value 3 HighWebTickets Your Service View should now look like the one in Figure 57. Figure 57. TicketRelationship custom view Next: creating rules for parent services In Create numerical rules for services on page 113 you create aggregation and formula rules that let you display ticket counts for services assigned to the OSRegion and Online_Services service templates. Adding a Service Viewer to a page This topic describes how to add a Service Viewer portlet to a page. Before you begin Before you add this portlet, create the OSManagerpage. About this task To add the Service Viewer portlet. 100 IBM Tivoli Business Service Manager: Scenarios Guide

107 Procedure 1. Open the OSManagerpage. 2. Select Edit Page from the Select Action drop-down list. 3. Click the Vertical Split button from the title tools for the Ticket Counts portlet. 4. From the Choose a Portlet window, select the radio button for Service Viewer. 5. Click OK. 6. Click Save. Results The page opens with the new Service Viewer portlet. You can click the services in the tree to change the display in the Service Viewer. Configure services based on SQL data 101

108 102 IBM Tivoli Business Service Manager: Scenarios Guide

109 Configure text-based rules from ticket data This scenario describes how to use rules to extract text strings from an SQL data and how to display the text in the Tivoli Business Service Manager (TBSM) console. In this scenario, you extract and display text information for the service templates configured for ticket data. You create a set of incoming status rules that filter and extract text values from an SQL data fetcher. When you create the data fetcher and filter the data with incoming status rules, you customize the TBSM console to show the rule-output values in a custom scorecard. When you have the scorecard configured, add the scorecard to your custom page. Expected result When you complete this scenario, you will have a new scorecard that shows the type and summary values for each high- and critical-trouble ticket in the tickets table. Figure 58. Ticket summaries scorecard Related concepts: Configure services based on SQL data on page 53 Creating data fetcher for text values This topic describes how to create a data fetcher that you will use with text-based incoming status rules. Copyright IBM Corp. 2008,

110 Before you begin Before you start this task, complete the creating services from SQL data scenario. The tickets table contains a row for each trouble ticket. About this task To create a data fetcher to retrieve SQL data for the text values: Procedure 1. Select Data Fetcher from the Service Navigation pull-down menu. 2. Click the Create New Data Fetcher button. 3. In the Data Fetcher Name field, enter REGIONALTICKETS2. 4. Select SQL from the Type drop-down list. 5. Select the radio button for Fetch Daily at. Do not change the default setting that runs the query once a day at 12:00 a.m. For this tutorial, use the Fetch now option to run this data fetcher. The Fetch now option is a right-click menu option for each data fetcher listed. Note: Whenever you configure a query in the data fetcher for the first time, it is best to select the Fetch Daily at option. Otherwise, you could be running an incomplete data fetcher many times and get strange results. Use the Clear button and Fetch now option whenever you want to test a query you have built. After you have set up the query the way you want, you can set the fetch interval. 6. Enter the following query in the SQL Query: text box: select * from TBSMDEMO.tickets where STATUS = Open This query selects all the rows in the tickets table where the status is open. Note: If you paste the query from this guide, the single quotes (as in 'Open') and >= characters may be corrupted. You may need to retype these characters. 7. Select the DB2 data source where the TBSMDEMO database is installed. 8. To verify the query, click View to see the query results in a new window. There is a row for each open ticket in the table. For the rules you create, extract the values from the summarytext and tickettype columns. 9. Click the Save button on the toolbar. What to do next Create text rules for tickets Next: Create text-based rules for tickets In this scenario, you create incoming status rules based on the text values from the REGIONALTICKETS2 data fetcher. Related concepts: Configure services based on SQL data on page 53 In this topic, you create a service template and rules that show ticket summaries, types, and statuses for your regions. 104 IBM Tivoli Business Service Manager: Scenarios Guide

111 Before you begin Before you can complete this scenario, create the REGIONALTICKETS2 data fetcher. The rule-output value for the first rule is from the SUMMARYTEXT field in the tickets table. The rule-output value for the second rule is from the TICKETTYPE field in the tickets table. In the data fetcher, each row contains data for a single ticket. About this task To create text-based rules for ticket summaries, you create a service template and configure the rules in the template. Procedure 1. From the Service Navigation pull-down menu, select Templates. 2. Click Create New Template button. The Edit Template tab opens in the Service Editor. 3. Enter OSTickets in the Template Name field. 4. In the Rules tab, click Create Incoming Status Rule button. 5. From the Select Incoming Status Rule window, select the Based on Text Value button and click OK. The Edit Incoming Status Rule window opens. 6. Enter values for the rule using Table 34 as your guide. Table 34. Ticket summary rule settings Window element Rule Name Data Feed Selected Instance Name Fields Selected Filter Fields Severity filter Enter an expression that TBSM will use to determine the output value for this rule. Value TicketSummary REGIONALTICKETS2 CUSTOMER, REGION, TICKETID SEVERITY SEVERITY >= 3 The rule is only run for rows where the severity field value is greater than or equal to 3. SUMMARYTEXT The output value for the rule matches the value of the SUMMARYTEXT field for a service. 7. Click OK. The TicketSummary rule is on the rule list in the Service Editor. 8. To save the rule, click the Save button in the Service Editor toolbar. 9. To create another rule to show the ticket type, click the Incoming Status Rule button. 10. From the Select Incoming Status Rule window, select the Based on Text Value button and click OK. The Edit Incoming Status Rule window opens. 11. Enter values for the rule using this table as your guide. Table 35. Ticket type rule settings Window element Rule Name Data Feed Selected Instance Name Fields Selected Filter Fields Value TicketType REGIONALTICKETS2 CUSTOMER, REGION, TICKETID SEVERITY Configure text-based rules from ticket data 105

112 Table 35. Ticket type rule settings (continued) Window element Severity filter Enter an expression that TBSM will use to determine the output value for this rule. Value SEVERITY >= 3 The rule is only run for rows where the severity field value is greater than or equal to 3. TICKETTYPE The output value for the rule matches the value of the TICKETTYPE field for a service. Figure 59. Edit Incoming Status Rule window - TicketType rule 12. Click OK. The TicketType rule is now shown in the Rules tab. 13. To save the rule, click the Save button in the Editor Template toolbar. 14. To create another rule to show the ticket status based on severity, click the Incoming Status Rule button. 15. From the Select Incoming Status Rule window, select the Based on Good, Marginal, Bad Threshold button and click OK. The Edit Incoming Status Rule window opens. 16. Enter values for the rule using this table as your guide. 106 IBM Tivoli Business Service Manager: Scenarios Guide

113 Table 36. Ticket-status rule settings Window element Rule Name Data Feed Selected Instance Name Fields Selected Filter Fields Threshold filter(s) Value TicketStatus RegionalTickets2 customer, region, ticketid severity Select >= as the Severity operator. Enter 5 for the Bad output value. Enter 3 for the Marginal output value. When the severity field value is greater than or equal to 5, the ticket status is Bad. When the severity field value is greater than or equal to 3, the ticket status is Marginal. If the value is below 3, the status is Good. 17. Click OK. The TicketStatus rule is now shown in the Rules tab. 18. To save the rule, click the Save button in the Editor Template toolbar. What to do next Next: Create regional structure for ticket data: In the next scenario, you create a parent service template for the OSTickets template. The rule in this template will group the tickets by geographical region. Create regional structure for ticket data In this topic, you create a service structure to organize the ticket data by geographic region. You create a regional service template and an aggregation rule that depends on the OSTickets service template. Before you begin Before you start this scenario, create the REGIONALTICKETS2 data fetcher and the OSTickets service template. About this task To create the service structure: Procedure 1. From the Service Navigation pull-down menu, select Templates. 2. Click Create New Template button. The Edit Template tab opens in the Service Editor. 3. Enter OSRegionTickets in the Template Name field. 4. Enter Tickets per region in the Description field. 5. In the Rules tab after Children, click Create Good, Marginal, Bad Aggregation Rule button. The Edit Good, Marginal, Bad Aggregation Rule window opens. 6. Enter values for the rule using Table 37 on page 108 as your guide. Configure text-based rules from ticket data 107

114 Table 37. Ticket-summaries rule settings Window element Rule Name Child Mapping Rule Condition Type Child Status Value ticket_summaries OSTickets % of children bad Output Severity Threshold Bad: 70 %, Marginal 30% When 70% of the child services have a bad status, the parent status changes to bad. When 30% of the child services have a bad status, the parent status changes to marginal. 7. Click OK. The ticket_summaries rule is listed in the Rules tab. 8. To save the rule, click the Save button in the Edit Template tool bar. What to do next Next: Create services by hand In this topic, you create services for the regions and tickets. Create services for tickets by hand In this topic, you create services assigned to the OSTickets and OSRegionTickets service templates. Before you begin Before you create services, create the service-model structure. To create services: Procedure 1. In the Service Navigation pull-down menu, click Services. 2. Click the Create New Service button. The Edit Service tab opens in the Service Editor. 3. In the Service Name field, enter GetThereFastUS1. 4. In the Templates tab, move OSTickets to the Selected Templates list. 5. Click the Identification Fields tab. You need to specify the service-naming field values for each rule in the OSTickets service template. These fields identify the specific row that contains data about the service. 6. For all three rules, enter the identification values for ticket 1 in the US region for the GetThereFast customer. The values for each rule are identical as shown in this table. Table 38. GetThereFastUS1 identification fields Identification field CUSTOMER REGION Value GetThereFast US TICKETID IBM Tivoli Business Service Manager: Scenarios Guide

115 Whenever TBSM finds a row with matching values, it processes the rules for this service. 7. Click the Save button in the Edit Service toolbar. 8. To create the parent regional service, click the Create New Service button. The Edit Service tab opens in the Service Editor. 9. In the Service Name field, enter GetThereFastUS. 10. Click the Templates tab. 11. Move OSRegionTickets to the Selected Templates list. 12. Click the Dependents tab, 13. Move GetThereFastUS1 to the Selected Services list. 14. Click the Save button in the Edit Service toolbar. The Services tree now shows the parent service GetThereFastUS. Click the + to see the GetThereFastUS1 child service. What to do next Next: Create scorecard for ticket summaries. In the next topic, you create a scorecard that shows the rule values in columns for the summary and ticket type. You place this scorecard on the OSManagerpage. Creating scorecard for ticket summaries This task describes how to create a scorecard to display the text-based rules. Before you begin Before you start this task, create the service templates, rules, and services in the previous parts of this scenario. About this task To create a scorecard for the ticket summaries: Procedure 1. Select Services from the Service Navigation pull-down menu. 2. Click the Tree Template Editor button. 3. Add a new tree template named TicketSummaries. a. In the Tree Template Editor, click the Add Tree Template button next to the Tree Template Name field. b. In the New Tree Template window, enter TicketSummaries in the Tree Template Name field. c. Click Apply. 4. Select TicketSummaries from the Tree Template Name drop-down list. 5. Delete the Time and Event columns. a. Under Column Configuration, select the Time and Events columns. b. Click the Delete Selected button for columns. 6. Add the new columns for the ticket type and summary. a. Click the Add new Tree Column button. b. In the new column field, enter Type. Configure text-based rules from ticket data 109

116 c. Click the Add new Tree Column button. d. In the new column field, enter Summary. 7. Under Service Template Selection, move OSTickets to the Selected Templates column. 8. In the Service Template Rule Mapping table, select OSTickets as the active template. 9. Disable the Display for the slastatusimage and raweventsimage Attribute Names. 10. Map the ticket-summary rule to the Summary column. a. Enable the Display for rules (attributes). b. In the Column Display Name drop-down list for the rule, select Summary. 11. Map the ticket-type rule to the Type column. a. Enable the Display for rule (attribute name). b. In the Column Display Name drop-down list for the rule, select Type. 12. Click OK to save the new tree template. 13. To open the OSManagerpage, click Availability > OSManagerpage in the left navigation pane. The OSManagerpage displays on the right. 14. From the Select Action drop-down list, click Edit Page. 15. Select Service Tree from the catalog. 16. Click Edit Defaults from the menu that displays. The Service Tree preferences open in the portlet. 17. On the General tab, enter Ticket Summaries in the Portlet Title field. 18. On the Context tab, select GetThereFastUS as the starting service instance. 19. On the View tab, select Ticket_Summaries from the Tree Template drop-down list. 20. Click OK. 21. Click Save. The new Ticket Summaries service tree displays on the OSManagerpage. What to do next Note: You can also create custom canvases and view definitions that contain values from the rules based on text values. You can configure the Text message prototype to show text from a rule. Next: Create ticket services automatically In the next topic, you create an auto-population rule for the ticket services. Create ticket services automatically In this topic, you create an auto-population rule that creates the ticket services based on the data retrieved from the incoming status rules. About this task To create ticket services with auto-population rules: 110 IBM Tivoli Business Service Manager: Scenarios Guide

117 Procedure 1. From the Service Navigation pull-down menu, click Templates. 2. Click the + for the OSRegionTickets to open the service-template structure. 3. Click the OSTickets service template. 4. If it is not open already, click the Edit Template 'OSTickets' tab to edit the service -template attributes. 5. From the Rules tab, click the Create AutoPopulation Rule button. The New Auto-Population Rule window opens. Note: Each service template must be configured separately. The New Auto-Population Rule window shows the service-template hierarchy in tables on the left. You configure the auto-population settings for each service template in the hierarchy. 6. Enter the values for the OSNetwork service template using this table as your guide. Table 39. TicketsAutopop rule settings Field Value Description Rule Name TicketsAutopop The name of the rule. Incoming Status Rule drop-down list Select TicketSummary from the drop-down list. This auto-population rule parses data that meets the filter conditions set in the TicketSummary incoming status rule. Instance Name Expression CUSTOMER+REGION+TICKETID The fields used to uniquely identify the service for a given rule. The rule checks these field values for new combinations. Display Name Expression CUSTOMER+REGION+ _TICKET_ +TICKETID The field expression used for the service's display name. Note: If you paste this value from the PDF version of this document, retype the quote marks. Service Level Agreement Standard The default service level agreement. Restriction Filter blank The default will automatically be set to true. Note: The expressions you enter in the Instance Name Expression and Display Name Expression fields must be written in the Netcool/Impact policy expression language. You can use any Netcool/Impact parser functions in your expression. Since it is in single quotes, the string _TICKET_ is a literal string that will be added to the display name before the TICKETID value. For example the GetThereFastUS1 service has the display name: GetThereFastUS_ticket_1. For the regular expressions, use the PERL syntax and conventions. For more information about using expressions for TBSM, see the TBSM Customization Guide. 7. To edit the settings for the OSRegionTickets service template, click the OSRegionTickets tab. The window opens the settings for parent template auto-population rules. Since the data required for the parent OSRegionTickets service is retrieved by Configure text-based rules from ticket data 111

118 Table 40. TickettypeAutopop rule settings the TicketsAutopop rule, you can use this auto-population rule to create or find the parent services for each child OSTicket service. Note: If this tab is unavailable, click OK to close the window. When the Service Editor finishes updating, click the rule name you created. When the Edit window opens, click the tab you want to configure. Continue configuring the rule as this topic describes. 8. Enter CUSTOMER+REGION for the Instance Name Expression. 9. To close the window, click OK. 10. To save the new auto-population rule, click the Save button in the toolbar for the Edit Template 'OSTickets' tab. 11. Create another auto-population rule named: TickettypeAutopop. This rule is configured the same as the TicketsAutopop rule, except for the name and the Incoming Status Rule. For this rule, select the TicketType incoming status rule. Field Rule Name Incoming Status Rule drop-down list Instance Name Expression Display Name Expression Service Level Agreement Restriction Filter Value TickettypeAutopop Select TicketType from the drop-down list. CUSTOMER+REGION+TICKETID CUSTOMER+REGION+ _TICKET_ +TICKETID Standard blank For the parent OSRegionTickets template enter CUSTOMER+REGION as the Instance Name Expression. 12. Click Save on the Edit Template 'OSTickets' tab. 13. To create the services with the auto-population rule, you need to run the REGIONALTICKETS2 data fetcher: a. From the Service Navigation pull-down menu, click Data Fetcher. b. Click REGIONALTICKETS2 and the Edit 'REGIONALTICKETS2' tab opens in the Service Editor. c. Click View. d. Right click REGIONALTICKETS2 in the Service Navigation portlet and select Fetch Now from the menu that opens. After a few minutes, select Services from the Service Navigation pull-down menu. The new services display in the Services tree. What to do next Open the OSManagerpage and see how the text values display in the Ticket_Summaries scorecard. 112 IBM Tivoli Business Service Manager: Scenarios Guide

119 Create numerical rules for services Scenario goals This section describes how to create rules that combine the output values from other rules and how to display the resulting values in the Tivoli Business Service Manager (TBSM) user interface. Related concepts: 5 Create incoming status and numerical rules on page 22 7 Create custom service trees and views on page 24 In this scenario, you build upon the service models you created in Configure services based on SQL data on page 53. You will create two new types of rules in this tutorial: v v Internal formula rules perform mathematical operations on the rule-output values for a single service. Numerical aggregation rules combine the rule-output values for multiple child services. You will also create custom service trees and view definitions to display the output values from these rules. Expected result When you complete this tutorial you will have a service model that shows rule-output values for every level of your service model as shown in Figure 60. The values display in both the Services tree and a custom view definition for your service model. Figure 60. Service configuration tutorial: expected result for ABC Bank Copyright IBM Corp. 2008,

120 Create rules to count all tickets for a service In this part of the tutorial, you create numerical formula rules that provide the sum of the total number of trouble tickets for each base-level service in the Online Services service model. For each service, the rules you create here add the rule-output values from the rules you created in Configure services based on SQL data on page 53. These rules only count the tickets for a single service. For example, to get the total number of tickets for a given OSDBfarm service, you create a rule that totals the output values from the CriticalDBTickets and HighDBTickets incoming status rules. When you create these formula rules, you create a Tickets column in the Services tree to display the output values for these rules as described in Create service tree columns for total tickets on page 117. Create formula rule for OSDBfarm services About this task To create a formula rule that gives the total number of tickets for a given OSDBfarm service, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, select Templates. 2. Click the + for the Online Services and the + for the OSRegion service template to see the base-level service templates. 3. Click the OSDBfarm template to open it in the Service Editor. 4. If it is not already open, click the Edit Template 'OSDBfarm' tab. 5. In the Rules tab, click the Create Numerical Formula Rule button and the Create Numerical Formula Rule window opens. 6. In the Rule Name field, type: TotalDBTickets as shown in Figure 61 on page In the Expression text box, type the following values: HighDBTickets.Value + CriticalDBTickets.Value You can use the drop-down list and the arrow button to enter the rules in the text box as shown in Figure 61 on page IBM Tivoli Business Service Manager: Scenarios Guide

121 Figure 61. Create formula rule window 8. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 9. Move the OSRegion service template to the Roll up to templates list. 10. Select the functions you want to create for the rule values. Click Sum. Make sure the other functions are disabled. 11. Click OK. 12. To close the rule window, click the OK. 13. Click the Save button in Edit Template 'OSDBfarm' tab. Note: The rule will not be saved to the TBSM database until you click the Save button. The TotalDBTickets rule shows in the Rules tab for the OSDBFarm template. The OSRegion template now contains a new rule that counts all the OSDBFarm tickets for a given region. Create formula rule for OSNetwork services About this task Create a similar rule for the OSNetwork template using the same method. To create a rule that sums the total number of tickets for a given service assigned to the OSNetwork service template, complete the following steps: Create numerical rules for services 115

122 Procedure 1. Open the Edit Template 'OSNetwork' tab in the Service Editor. 2. In the Rules tab, click the Create Numerical Formula Rule button and the Create Numerical Formula Rule window opens. 3. In the Rule Name field, type: TotalNetTickets. 4. In the Expression text box, type the following values: CriticalNetworkTickets.Value + HighNetworkTickets.Value 5. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 6. Move the OSRegion service template to the Roll up to templates list. 7. Select the functions you want to create for the rule values. Click Sum. Make sure the other functions are disabled. 8. Click OK. 9. To close the window, click the OK button. 10. Click the Save button in the Edit Template 'OSNetwork' tab. The TotalNetTickets rule shows in the Rules tab and a related rule is created in the OSRegion service template. Create formula rule for OSWebfarm services About this task Create a similar rule for the OSWebfarm template using the same method. To create a rule that sums the total number of tickets for a given service assigned to the OSWebfarm service template: Procedure 1. Open the Edit Template 'OSWebfarm' tab in the Service Editor. 2. In the Rules tab, click the Create Numerical Formula Rule button and the Create Numerical Formula Rule window opens. 3. In the Rule Name field, type: TotalWebTickets. 4. In the Expression text box, enter: CriticalWebTickets.Value + HighWebTickets.Value 5. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 6. Move the OSRegion service template to the Roll up to templates list. 7. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 8. Click OK. 9. To close the window, click the OK button. 10. Click the Save button in Edit Template 'OSWebfarm' tab. The TotalWebTickets rule shows in the Rules tab and a related rule is created for the OSRegion template. Results Next: create service tree column for total ticket rules 116 IBM Tivoli Business Service Manager: Scenarios Guide

123 When you complete this tutorial, you create a custom tickets column to display the rule-output values in the Services tree as described in Create service tree columns for total tickets. Create service tree columns for total tickets To display the output values for the total-ticket count rules you created in Create rules to count all tickets for a service on page 114, you need to create a scorecard column and map the formula rules for each service template to a scorecard column. Expected result When you complete this tutorial, the Services tree displays the rule-output values for the total-ticket count rules you created, as shown in Figure 62. Figure 62. Services tree with tickets column Creating tickets column About this task To create and map a scorecard column for total-ticket counts, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, click Services. 2. Click the Tree Template Editor button. The Tree Template Editor window opens. 3. Select TicketCounts from the Tree Template Name drop-down list. 4. Under Column Configuration, click the Add New Tree Column button. A new column field opens. 5. To create a column to display the total-ticket count: type Tickets in the new column field. Create numerical rules for services 117

124 6. Use the arrow buttons for the Tickets column to position the column to the right of the State column as shown in Figure 63. Figure 63. Total-tickets column configuration 7. If you need to open Service Template Rule Mapping, select the Arrow icon. 8. From the Active Template list that opens, select OSDBfarm. The rules for the OSDBfarm template open in the Available Rules table. 9. Click the Display check box for rule. 10. Select the Tickets column from the Column Display Name drop-down list as shown in Figure 64. Figure 64. Column rule mapping for the TotalDBTickets rule 11. Click the OK button to save the tree settings. The Tree Template Editor window closes once the settings are saved. 12. Open the OSManager page to see the new columns with the output values from the formula rule. 13. Repeat this procedure for the numerical formula rules you created to sum the total tickets for the OSNetwork and OSWebfarm service templates. Results Next: Rules to count tickets for child services These numerical aggregation rules count all the tickets for the database farms, network elements, and web farm services assigned to each regional service. These rules were created with the automatic roll-up feature in the rules for the child services. 118 IBM Tivoli Business Service Manager: Scenarios Guide

125 Rules to count tickets for child services The numerical aggregation rules for the OSRegion service template were created by the automatic roll-up feature in the numerical rules you created for OSDBfarm, OSNetwork, and OSWebfarm service templates. Numerical aggregation rules combine the rule-output values of multiple child services. In previous versions of TBSM, you had to create these numerical-aggregation rules by hand. These aggregation rules sum all the high and critical tickets for the child database farms, network elements, and web farms of a given OSRegion service. These numerical aggregation rules count the number of high and critical tickets for the child OSDBfarm, OSNetwork, and OSWebfarm services of a given OSRegion service. For each template, there are two rules: one rule sums the high-severity tickets, and one rule sums the critical-severity tickets. These aggregation rules let you create formula rules that calculate the total number of tickets for a given OSRegion service as described in Create rules to count total tickets per region on page 120. You edit the Services tree to display the rule-output values in columns for the OSRegion services. Generated rule names The set of numerical-aggregation rules for the OSRegion service template as shown in Figure 65. These names get created automatically in the format: ChildRuleName_Function_ChildTemplateName_to_ParentTemplateName. For example, the rule CriticalNetworkTickets_Sum_OSNetwork_to_OSRegion contains data created from the CriticalNetworkTickets rule in the OSNetwork service template. Figure 65. OSRegion service-template numerical-aggregation rules Note: The names of the rolled-up aggregation rules are automatically generated based on the name of the original rule, the names of the parent and child template at each level of the service model, and the name of the aggregation function. Do not change rule or template names. TBSM uses these names to reference the rule values. When you create numerical and text-based rule, create a custom service tree or view definition to display the output of the rule in the TBSM console. The trees and view definitions use the template and rule names to map the rule values to a display object. As a result, if you change the name of a rule or a template used in a custom display, the custom tree or view definition will no longer display the rule values properly. If you want to change a rule name, change the name before you use the rule elsewhere in TBSM. Create numerical rules for services 119

126 Create rules to count total tickets per region After you have rolled up the aggregation rules that count the tickets for all the child services assigned to a given OSRegion service, you create formula rules that sum the aggregation rules. These formula rules add the total number of tickets for all the child OSDBfarm, OSNetwork, and OSWebfarm services in a given OSRegion service. The formula rules you create in this section add up all the tickets for the Asia_Region_for_ABCBank service. In this case, the formula rules you create will add all the high- and critical-severity tickets for the DBFarmABCBankAsia, NetworkABCAsia, and WebFarmABCAsia services. As a result, you will have a total-ticket count for the ABCBankAsia service as well as separate counts for the high and critical tickets. The output value for these formula rules will be displayed in the Tickets column for each OSRegion service as described in Create scorecards for regional ticket counts on page 123. For example, one of the formula rules you create in this section add the numbers in the Critical column. In this case, the total number of critical tickets for the AsiaRegion_for_ABCBank service will be 10 ( ). Expected result When you complete this tutorial, you will have a set of numerical formula rules for the OSRegion service template as shown in Figure 66. You may need to scroll down the rule list to see the new rules. Figure 66. OSRegion service template numerical formula rules Create formula rule for high tickets About this task The first formula rule you create counts the total number of high-severity tickets for all the child services of a given OSRegion service. This formula rule sums the values from the aggregation rules you created to count the high-severity tickets for the OSDBfarm, OSNetwork, and OSWebfarm services. To create a formula rule that counts all the high-severity tickets for OSRegion services, complete the following steps: Procedure 1. From the Edit Template 'OSRegion' tab click the Create Numerical Formula Rule button to open the Numerical Formula Rule window. 2. In the Rule Name field, type: RegSumHigh. 3. In the Expression text box, type the following values: DBSumHigh.Value + HighNetworkTickets_Sum_OSNetwork_to_OSRegion.Value + HighWebTickets_Sum_OSWebfarm_to_OSRegion.Value 120 IBM Tivoli Business Service Manager: Scenarios Guide

127 Figure 67 shows the Numerical Formula Rule window with the settings for the RegSumHigh rule. The DBSumHigh rule was the only rule create by hand. The rules for OSNetwork and OSWebfarms were created with the automatic roll-up feature and have names generated by TBSM. Figure 67. RegSumHigh formula rule 4. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 5. Move the Online_Services selected template to the Roll up to templates list. 6. Select the functions you want to create for the rule values. Click Sum. Make sure the other functions are disabled. 7. Click OK. 8. To close the window, click the OK button. The RegSumHigh rule shows in the Rules tab and a related rule is created in the Online_Services template. 9. Click the Save button in Edit Template 'OSRegion' tab. What to do next Note: The names of the rolled-up aggregation rules are automatically generated based on the name of the original rule, the names of the parent and child template at each level of the service model, and the name of the aggregation function. Do not change rule or template names. TBSM uses these names to reference the rule values. When you create numerical and text-based rule, create a custom service tree or view definition to display the output of the rule in the TBSM console. The trees and view definitions use the template and rule names to map the rule values to a display object. As a result, if you change the name of a rule or a template used in a custom display, the custom tree or view definition will no longer display the rule values properly. If you want to change a rule name, change the name before you use the rule elsewhere in TBSM. Create numerical rules for services 121

128 Create formula rule for critical tickets About this task This formula rule counts the total number of critical-severity tickets for all the child services of a given OSRegion service. Procedure 1. From the Edit Template 'OSRegion', click the Create Numerical Formula Rule button to open the Numerical Formula Rule window. 2. In the Rule Name field, type: RegSumCritical. 3. In the Expression text box, type the following values: CriticalDBTickets_Sum_OSDBfarm_to_OSRegion.Value + CriticalNetworkTickets_Sum_OSNetwork_to_OSRegion.Value + CriticalWebTickets_Sum_OSWebfarm_to_OSRegion.Value 4. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 5. Move the Online_Services selected template to the Roll up to templates list. 6. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 7. Click OK. 8. To close the window, click the OK button. The RegSumCritical rule shows in the Rules tab. 9. Click the Save button in Edit Template 'OSRegion' tab. Create rule for total tickets About this task This formula rule adds the output values from the RegSumHigh and RegSumCrit rules to calculate the total number of tickets for a given OSRegion service. To create a rule that counts the total number of tickets per OSRegion service, complete the following steps: Procedure 1. From the Edit Template 'OSRegion' select the Create Numerical Formula Rule button to open the Numerical Formula Rule window. 2. In the Rule Name field, type: RegionTicketsSum. 3. In the Expression text box, type the following values: RegSumHigh.Value + RegSumCritical.Value 4. To set the service status based on these values, click the Status check box. 5. To change the service status to Marginal when the total number of tickets is greater than or equal to 15, enter 15 in the Marginal field. 6. To change the service status to Bad when the total number of tickets is greater than or equal to 27, enter 27 in the Bad field. 7. Click Automatic Roll-up. The Automatically Roll-up Numerical Rule window opens. 8. Move the Online_Services selected template to the Roll up to templates list. 9. Select the functions you want to create for the rule values. Click Sum. Make sure that the other functions are disabled. 10. Click OK. 122 IBM Tivoli Business Service Manager: Scenarios Guide

129 11. To close the window, click the OK button. The RegionTicketsSum rule shows in the Rules tab and a related rule is created in the Online_Services template. 12. Click the Save button in the Edit Template 'OSRegion' tab. Results Next: configure columns for OSRegion services When you have created the aggregation and formula rules for the OSRegion service template, you configure the service tree to display the output of these rules as described in Create scorecards for regional ticket counts. Create scorecards for regional ticket counts To display the output values for the formula rules you created in Rules to count tickets for child services on page 119 and Create rules to count total tickets per region on page 120, you need to map the formula rules to the scorecard columns in the Tree Template Editor. Expected result When you have completed this tutorial, you will have a set of scorecard columns for the regional services as shown in Figure 68. Figure 68. Service tree with new tickets column Mapping OSRegion formula output values to columns About this task To map the OSRegion formula rules to the scorecard column for total-ticket counts, complete the following steps: Create numerical rules for services 123

130 Procedure 1. From the Service Navigation pull-down menu, select Services and click the Tree Template Editor button. The Tree Template Editor window opens. 2. Under Service Template Selection, select OSRegion in the Available Templates list and click the >> button to move the template to the Selected Templates list. Figure 69. Service template selection 3. In the Service-Template Rule Mapping: Active Templates list, click OSRegion. The rules for the OSRegion template open in the Available Rules list table. You may need to expand the window to see all the rules. 4. Disable the Display for the slastatusimage and raweventsimage Attribute Names. 5. Click the Display check boxes for the following rules: 6. Select the columns for each rule from the Column Display Name drop-down list using Table 41 as your guide. Table 41. OSRegion column display @RegionTicketsSum Column Display Name Critical High Tickets Figure 70 on page 125 shows the Tree Template Editor window with the settings for the OSRegion rules. 124 IBM Tivoli Business Service Manager: Scenarios Guide

131 Figure 70. Column rule mapping for the OSRegion service template 7. Click the OK button to save the tree settings. The Tree Template Editor window closes and the settings are saved. 8. Refresh the OSManagerpage to see the output values from the OS_Region formula rules in the columns for each regional service as shown in Figure 71 on page 126. Create numerical rules for services 125

132 Figure 71. Service tree columns for OSRegion services Results Next: create rules to count tickets per customer When you create these rule mappings to set up TBSM to display the rule-output values for the OSRegion services, you create numerical aggregation rules that add all the tickets associated with each customer. Create rules to count tickets per customer When you created the formula rules for the OSRegion services, you also automatically create numerical aggregation rules in the Online_Services template. These rules count all the tickets for the child OSRegion services of a given Online Services customer. The aggregation rules you created add up all the tickets for the ABCBank service. In this case, the aggregation rules you create add all the high- and critical-severity tickets for the Asia_Region_for_ABCBank, Europe_Region_for_ABCBank, and US_Region_for_ABCBank services. As a result, you have counts for of all the highand critical-severity tickets affecting the ABCBank service. The output value for these aggregation rules display in the Critical and High columns for each of the Online_Services as described in Create score card columns for customer tickets on page 129. Generated rule names The set of automatically created numerical aggregation rules in the Online Services template count the tickets for the child OSRegion services. These names get created automatically in the format: ChildRuleName_Function_ChildTemplateName_to_ParentTemplateName. 126 IBM Tivoli Business Service Manager: Scenarios Guide

133 Figure 72. Online services template numerical aggregation rules for OSRegion services Create rules to count service score You use the aggregation rules that count the tickets for all the child services in formula rules that sum the aggregation rule-output values. The output value for these aggregation rules display in the Tickets column and a new column named Score for each Online_Services customer as described in Create score card columns for customer tickets on page 129. Expected result After you complete this tutorial, the formula rule you create calculates a service-score rule that gives greater weight to the critical-severity tickets. Figure 73. Online service template: numerical rules for total tickets and service-score Create formula rule to measure service score About this task In this section, you create a formula rule that assigns a score to the service based on the number of high- and critical-severity tickets. In this case, you configure the rule to multiply the number of critical tickets by two. As a result, the rule gives greater weight to the critical tickets than high tickets. The higher the score, the worse your customer's perception of the service. Procedure 1. From the Edit Template 'Online_Services' tab, click the Create Numerical Formula Rule button to open the Edit Numerical Formula Rule window. 2. In the Rule Name field, type: ServiceScore. 3. In the Expression text box type the following values: RegSumHigh_Sum_OSRegion_to_Online_Services.Value + RegSumCritical_Sum_OSRegion_to_Online_Services.Value * 2 Create numerical rules for services 127

134 Note: If you named this template Online Services (space in name) rather than Online_Services, you need to change the name of the generated rules to match the names in the previous example. Since you have not yet used these rules as part of displays or other rules, you will not cause any errors when you change these rule names. If you leave the space in the rule name, the ServiceScore rule will not save properly. In general, do not use space in template, rule, service, or other object names, such as chart names. Figure 74. Creating a rule called ServiceScore 4. Click the Status check box. 5. To change the service status to Marginal when the rule-output value is greater than or equal to 80, enter 80 in the Marginal field. 6. To change the service status to Bad when the rule-output value is greater than or equal to 140, enter 140 in the Bad field. Note: If you want to see how the values here affect the service's status, change the values, save the rule, and refresh the Service Navigation portlet. 7. To close the window, click the OK button. The ServiceScore rule now displays in the Edit Template 'Online_Services' Rules tab as shown in Figure 73 on page Click the Save button in the Edit Template 'Online_Services' tab. Results Next: Create tree columns for Online_Services CriticalDBTickets.Value customers 128 IBM Tivoli Business Service Manager: Scenarios Guide

135 When you create these formula rules, you edit the Services tree columns to show the rule-output values in a scorecard as described in Create score card columns for customer tickets. Create score card columns for customer tickets To display the output values for the formula rules you created in Create rules to count tickets per customer on page 126 and Create rules to count service score on page 127, map the formula rules to the scorecard columns in the Tree Template Editor. In this section, you do the following: v Map the output values of the RegSumHigh_Sum_OSRegion_to_Online_Services, RegSumCrit_Sum_OSRegion_to_Online_Services, and RegionTicketsSum_Sum_OSRegion_to_Online_Services rules to the High, Critical, and Tickets columns as described in Map online services rules to scorecard columns on page 131. v Create a column to display the output of the ServiceScore rule as described in Create service score column. Expected result After you complete this tutorial, the Services tree displays the rule-output values in scorecard columns for each Online_Services customer as shown in Figure 75. Figure 75. Scorecard columns for online services customers Create service score column About this task To create a service column for the ServiceScore rule, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, select Services and click the Tree Template Editor button. Create numerical rules for services 129

136 The Tree Template Editor window opens. 2. Under Column Configuration, click the Add New Tree Column button. A new column field opens. 3. To create a column to display the ServiceScore rule-output value: type Score in the new column field. 4. Use the Move Column Left arrow buttons to move the Score column between the State and Tickets columns. 5. In the Service Template Rule Mapping: Active Templates list, click Online_Services. The rules for the Online_Services template open in the Available Rules list table. 6. Disable the Display check box for the slastatusimage and raweventsimage attributes. 7. Select the Display check box for rule. 8. Select the Score column from the Column Display Name drop-down list. 9. Click the OK button to save the tree settings. The Tree Template Editor window closes and the settings are saved. 10. Open the custom OSManagerpage to see the new columns with the output values from the formula rule. Figure 76. Service tree columns for online services - score column added Results Next: create view definition visuals When you have created your rules and custom Services tree columns, you create custom view-definition visuals for the OSRegion and Online Services templates as described in Display ticket counts and score in service editor on page IBM Tivoli Business Service Manager: Scenarios Guide

137 Map online services rules to scorecard columns About this task To map the Online_Services formula rules to the scorecard column for total-ticket counts, complete the following steps: Procedure 1. From the Service Navigation pull-down menu, select Services and click the Tree Template Editor button. The Tree Template Editor window opens. 2. Under Service Template selection, select Online Services in the Available Templates list and click the >> button to move Online_Services to the Selected Templates list. 3. In the Template Rule Mapping: Active Templates list, click Online_Services. The rules for the Online_Services template open in the Available Rules list table. 4. Click the Display check boxes for the following rules: 5. Select the columns for each rule from the Column Display Name drop-down list using this table as your guide. Table 42. OSRegion column display @RegionSumTicketsSum_Sum_OSRegion_to_Online_Services Column Display Name Critical High Tickets 6. Click the OK button to save the tree settings. The Tree Template Editor window closes and the settings are saved. 7. Refresh the OSManagerpage to see the new columns with the output values from the formula rule. Display ticket counts and score in service editor In the previous sections, you mapped the rule-output values to scorecard columns in the Services tree. In this section, you edit the view definitions that display the rule-output values within the service icons in the Service Editor. In this section, you configure the following settings: v Display total tickets for base-level services on page 132 v Display ticket counts for OSRegion services on page 134 v Configure gauge visual for online-services score on page 136 Expected result When you complete this section, the TicketRelationships view definition you create shows the rule-output values in custom service icons as shown in Figure 77 on page 132. In this view definition, the rule-output values for total, critical, and high tickets display in the service icons for the regions and base services. The rule-output value for the ServiceScore rule displays in a gauge for the services Create numerical rules for services 131

138 assigned to the Online_Services template. Figure 77. TicketRelationships view definition Display total tickets for base-level services About this task In section Create rules to count all tickets for a service on page 114, you created the rules that calculate the total tickets. In this section, you configure custom visual elements that display the total-ticket counts for the services assigned to the OSDBfarm, OSNetwork, and OSWebfarm service templates. When you configure these settings, the TicketRelationships view definition applies the custom visual settings to all the services assigned to these service templates. To assign custom visual settings to the base-service templates: Procedure 1. Click the Edit View Definition button for the TicketRelationships view definition. 2. Click the Visuals tab. The Visuals tab opens. 3. Select OSDBfarm from the Service Template drop-down list. 4. Click Configure Attributes. You have already set the critical and high rule-output values for the Label 2 and Label 3 elements as described in Display ticket counts in the Service Editor and Viewer on page 95. You now need to select only a rule-output value for the Label 1 element (Tickets). 5. Select the TotalDBTickets rule from the Value 1 drop-down list. Figure 78 on page 133 shows the Edit View Definition window with the settings for the OSDBfarm service template. 132 IBM Tivoli Business Service Manager: Scenarios Guide

139 Figure 78. View definition settings for the OSDBFarm template 6. Click the OK button. The Edit View Definition window closes and the Service Editor refreshes to show the new settings for the services assigned to the OSDBfarm service template. Figure 79 shows a DBfarm_for_US service image with the total number of tickets displayed. Figure 79. Three-element service image showing the total-ticket count Results Display total tickets for OSNetwork services Except for some template-specific values, you create the custom visual settings for the OSNetwork service template the same way you configured the OSDBfarm settings. Table 43 on page 134 describes the Visuals tab settings required for the OSNetwork service template. Create numerical rules for services 133

140 Table 43. View definition visual settings for OSNetwork Field Service Template Type Label 1 Value 1 Value OSNetwork ThreeElementPrototype Tickets TotalNetTickets Display Total Tickets for OSWebfarm Services Except for some different values, you create the custom visual settings for the OSWebfarm services the same way you configured the OSDBfarm settings. Table 44 describes the Visuals tab settings required for the OSWebfarm service template. Table 44. View definition visual settings for OSWebfarm Field Service Template Type Label 1 Value 1 Value OSWebfarm ThreeElementPrototype Tickets TotalWebTickets Display ticket counts for OSRegion services About this task When you create a custom view definition, you edit the view definition to display custom visual elements for your services. In this section, you configure visuals to display the rule-output values from the OSRegion service template. When you configure these settings, the TicketRelationships view definition applies the custom visual settings to all the services assigned to the OSRegion service template. To assign custom visual settings to the base services templates, complete the following steps: Procedure 1. From the Services tree, click the GetThereFast service to open it in the Service Editor. 2. If it is not already open, click the View Service 'GetThereFastTravelBooking' tab. 3. Select the TicketRelationships view from the View Definition drop-down list. 4. Click the Edit View Definition button for the TicketRelationships view definition. The Edit View Definition window opens for the TicketRelationships view definition. 5. Click the Visuals tab. The Visuals tab opens. 6. Select OSRegion from the Service Template drop-down list. 7. Select ThreeElementPrototype from the Type drop-down list as shown in Figure 80 on page IBM Tivoli Business Service Manager: Scenarios Guide

141 The graphic for the ThreeElementPrototype displays. This prototype lets you display three rule-output values in the visual element. 8. Type Tickets in the Label 1 field. 9. Select RegionTicketsSum from the Value 1 drop-down list. As a result, the output value from the RegionTicketsSum rule displays an element labeled Tickets when you open this view definition for a given service assigned to the OSRegion template. 10. Enter Criticall inthelabel 2 field. 11. Select RegSumCritical from the Value 2 drop-down list. 12. Enter High in the Label 3 field. 13. Select RegSumHigh from the Value 3 drop-down list. Figure 80 shows the Edit View Definition window with the settings for the OSRegion service template. Figure 80. Edit View Definition window: OSDRegion settings 14. Click the OK button. The Edit View Definition window closes and the Service Editor refreshes to show the new settings for the services assigned to the OSRegion service template. Figure 81 on page 136 shows an OSRegion visual with the custom settings applied. Create numerical rules for services 135

142 Figure 81. OSRegion service with a custom visual settings Configure gauge visual for online-services score About this task You configure the visuals for the Online_Services template the same way you configure the visuals for other service templates, except you enter different values. In this case, you configure the online services to display as a gauge. Procedure 1. Click the Edit View Definition button for the TicketRelationships view definition. 2. Click the Visuals tab. The Visuals tab opens. 3. Edit the Visuals tab settings using the tables below as your guide. Table 45. View definition visual settings for OSWebfarm Field Service Template Type Value Online_Services Gauge Click Configure Attributes. Gauge Minimum 0 Gauge Maximum Click the Edit check box and enter 200. Gauge Value ServiceScore 4. Click the OK button. The Edit View Definition window closes and the updated view definition loads in the Service Editor with the gauge as shown in Figure 82 on page IBM Tivoli Business Service Manager: Scenarios Guide

143 Figure 82. Custom service icon for GetThereFast Travel booking service Results Next: set visual thresholds for services When you configure your service visual elements, you set visual thresholds that can hide or flash service icons based on the service's status or other attribute. Create numerical rules for services 137

144 138 IBM Tivoli Business Service Manager: Scenarios Guide

145 Show and hide services based on status In this section you configure visual thresholds for the TicketRelationships view definition. After you configure these visual thresholds, the view definition only displays the child services when the service status changes to Bad or Marginal, which is useful in large service models where you only want to view services that are having trouble. Expected result When you complete this tutorial, the TicketRelationships view definition will only show the regional services and their child services when their status is Marginal or higher. In addition, the view definition displays the regional services as a group of services where you can choose to display either the parent service or the child services. In Figure 83, the view definition only displays services where the status is Marginal or higher. In this case, the view definition only displays the services for the Europe and US regions. Figure 83. TicketRelationships view definition with visual thresholds Set base-service visual thresholds About this task In this section, you configure the TicketRelationships view definition to display only the OSDBfarm, OSNetwork, and OSWebfarm services when the service's status changes to Bad or Marginal. To set the Visual Thresholding for the base-service templates, complete the following steps: Procedure 1. From the TicketRelationships view definition, click the Edit View Definition button. The Edit View Definition window opens. Copyright IBM Corp. 2008,

146 2. From the Edit View Definition window, click the Visuals tab. 3. Select OSDBfarm from the Service Template drop-down list. 4. Scroll down to the Visual Thresholding section of the window. 5. Click the New button to add a new row to the Threshold Filter table. 6. In the new row, select the following Threshold Filter settings: realtimeservicestatecolor = red 7. From the Visual Effect drop-down list, select blink. With these settings, services assigned to the OSDBfarm service template will flash when a service's status is Bad. 8. Click the New button to add a second row to the Threshold Filter table. 9. In the new row, type the following Threshold Filter setting: realtimeservicestatecolor = green 10. From the Visual Effect drop-down list, select invisible. With these settings, services assigned to the OSDBfarm service template will not display when a service's status is Good. Figure 84. Visual thresholding values for base-level services 11. Click the OK button. The Edit View Definition window closes and the updated view definition loads in the Service Editor. 12. Select the same Visual Thresholding values for the OSNetwork and OSWebfarm service templates. When you have the configured these visual thresholds, the TicketRelationships view definition displays the GetThereFast travel booking service as shown in Figure 85 on page 141. Notice that the base-level services displayed have a status of Marginal or worse and that the Network_for_GetEurope service (Bad status) is flashing. 140 IBM Tivoli Business Service Manager: Scenarios Guide

147 Figure 85. GetThereTravelBooking service with visual thresholding set Set OSRegion visual thresholds About this task In this section, you configure the TicketRelationships view definition to only display the OSRegion services when the service's status changes to Bad or Marginal. To set the Visual Thresholding for the OSRegion service template, complete the following steps: Procedure 1. From the TicketRelationships view definition, click the Edit View Definition button. The Edit View Definition window opens. 2. From the Edit View Definition window, click the Visuals tab. 3. Select OSRegion from the Service Template drop-down list. 4. Scroll down to the Visual Thresholding section of the window. 5. Click the New button to add a new row to the Threshold Filter table. 6. In the new row, select the following threshold settings: realtimeservicestatecolor = red 7. From the Visual Effect drop-down list, select Blink. With these settings, services assigned to the OSRegion service template will flash when the service's status is Bad. 8. Click the New button to add a second row to the Threshold Filter table. 9. In the new row, select the following Threshold Filter settings: realtimeservicestatecolor = green 10. From the Visual Effect drop-down list, select Invisible. With these settings, services assigned to the OSRegion service template will only display when the service's status is Bad or Marginal. 11. Click the Use Show/Hide for Dependents check box. When you select this option, you can view the child (dependents) services on demand. Show and hide services based on status 141

148 Figure 86. Visual thresholding for OSRegion services 12. Click the OK button. The Edit View Definition window closes and the updated view definition loads in the Service Editor. The OSRegion services now have the Show/Hide button on the upper-left corner of the visual element as shown in Figure 87 and Figure 88 on page 143. Figure 87. Ticketrelationships view definition with visual thresholds set for regional services 13. To see the child services for the US_Region_for_GetThereFast service, click the Show/Hide button. The child services with a status of Marginal or Bad are in a group where the background color matches the realtimeservicestauscolor for the service with the worst status. The parent service is invisible. 142 IBM Tivoli Business Service Manager: Scenarios Guide

149 Changing the service status Figure 88. TicketRelationships view definition with Show/Hide button opened 14. To display the parent service again, click the Show/Hide button. About this task To see how changes in the database values affect the custom displays, access the TBSMDEMO.tickets data in the TBSM database. Updating the RegionalTickets data fetcher About this task To see how the new data affects the TBSM displays, run an on-demand fetch for the REGIONALTICKETS data fetcher as follows: Procedure 1. From the Service Navigation pull-down menu, select Data Fetcher. 2. Click the REGIONALTICKETS data fetcher. The Edit 'REGIONALTICKETS' tab opens in the Service Editor. 3. From the Service Navigation Data Fetcher portlet, right-click on REGIONALTICKETS and select Fetch Now from the menu that opens. 4. Refresh the Service Navigation portlet to see the updated rule-output values in the new columns. Open the TicketRelationships view definition to see how the new data changes the display. Setting default view definition for a template This task describes how to set the TicketRelationships view definition as the default for the Online_Services template. About this task To set the default view definition for the Online_Services template, complete the following steps: Show and hide services based on status 143

150 Procedure 1. Open the Edit Template tab for the Online Services template. 2. Click the Additional tab. 3. Click the New Parameter button. 4. In the Parameter field type ViewDefName 5. In the Default Value field type: TicketRelationships. Figure 89. ViewDefName parameter for service template 6. Click the Save button. The next time you display one of the services assigned to the Online_Services template, the TicketRelationships view definition opens in the Service Editor. When you create the additional parameter in the service template, you can specify a different value for the ViewDefName property for each service assigned to the Online_Services template. 144 IBM Tivoli Business Service Manager: Scenarios Guide

151 Configure TBSM charts This topic describes how to create charts from data sources available to the IBM Tivoli Business Service Manager (TBSM). Note: While it is possible to use Business Intelligence and Reporting Tools (BIRT) to work with charts in TBSM, this feature is deprecated. The information provided in this section is provided for your convenience only. The Charts portlet lets you create charts from any data source you can connect to with TBSM. These scenarios in this topic cover: v Charting data from databases v Charting TBSM model data For more information on the Tivoli Integrated Portal charts, see the Charting section in the Tivoli Integrated Portal documentation. Expected result When you complete these scenarios, you will have a new chart on your custom OSManagerpage. Business Intelligence and Reporting Tools designer You can further customize these charts using the Eclipse Business Intelligence and Reporting Tools (BIRT) designer. Download the BIRT designer using the link in the Charting portlet. Click Custom Charts and click the BIRT link to download the BIRT designer. Install the BIRT designer according to the instructions included with the download. Creating a chart from a database This topic describes how to create a chart from the TBSM database. Before you begin Important: This chart uses data from the tickets table that you used for the other scenarios. Load this table in TBSM, as described in the previous scenarios: v Configure services based on SQL data on page 53 v Create numerical rules for services on page 113 To create a chart, you need the chartadministrator or chartcreator roles. For more information about roles for charting, see the Tivoli Integrated Portal overview in the TBSM Administrator's Guide. About this task To create this chart: Copyright IBM Corp. 2008,

152 Procedure 1. Load the tables from Configure services based on SQL data on page 53 and Create numerical rules for services on page 113 chapters, as described in Before you begin above. 2. Open the Service Configuration page. 3. Click the Service Navigation pull-down menu and select Charts. 4. Click the Create New Chart button. The NewChart tab opens in the Service Editor. 5. To configure a simple bar-chart, enter the settings described in the following table. Table 46. Bar chart settings Chart setting Chart name Bar chart radio button Show depth check box Database Datasource Query Value description TroubleTickets is the name of the chart. Select this option. Select this option. Select tbsm_demo from the drop-down list. This list contains any data source you configured in Data in the Service Navigation portlet. The default TBSM data source is TBSMComponentRegistry. select count (*) as NUMENTRIES, HIGHLEVELSERVICEID from TBSMDEMO.tickets group by HIGHLEVELSERVICEID This query returns the number of tickets for each HIGHLEVELSERVICEID in the table. Click View to test the query. The query returns two columns, one for the HIGHLEVELSERVICEID and one called NUMENTRIES containing the number of tickets (each row in the table is a ticket). X-Axis Expression row["highlevelserviceid"] Specifies the data for the horizontal axis of the chart as the value of the HIGHLEVELSERVICEID field. X-Axis Title Customer This is the title that displays under the X axis. To show the title, select the Show Label check box. Y Series List row["numentries"] Specifies the data for the vertical axis of the chart as the value of NUMENTRIES, which shows the number of rows returned for each HIGHLEVELSERVICEID. Y Axis Scale Linear 6. Click the Save button. What to do next To view the chart, add it to a Charting portlet on a Tivoli Integrated Portal page. For example, you could modify the default Event Summary portlet on the Service Administration page. Next: For this scenario, you add a charting portlet to the OSManagerpage. 146 IBM Tivoli Business Service Manager: Scenarios Guide

153 Related concepts: Accessing tutorial data on page 56 Adding chart portlet to a page This topic describes how to add the Trouble Tickets chart to the OSManagerpage. Before you begin Create the Trouble Tickets chart before you start this task. To add a chart, you need the chartadministrator or chartcreator role. About this task To add the chart to the OSManagerpage: Procedure 1. From the left navigation pane, select Availability ->OSManagerpage 2. From the Select Action drop-down list, select: Edit Page. 3. Select Charting from the list of portlets and drag it to an empty section of the page. The Charting portlet opens with the Chart Sources selection window. 4. Click Custom Charts. All the charts created from the TBSM Charts portlet are custom charts. 5. Select TroubleTickets from the list of custom charts. 6. Click Finish. 7. Click Save. The updated OSManagerpage opens with the new chart. 8. To enable other users to see the chart portlet you need to share preferences. From the chart tools, click the Publish button and select Share Preferences from the menu that opens. Note: If the chart toolbar is hidden, click the expand-down arrow to open the toolbar. To Share Preferences, you must have the chartadministrator or chartcreator roles. Users can only view the chart if they have one of the following roles: v chartadministrator v chartcreator v chartviewer What to do next Configuring a pie chart Next: configuring a pie chart In the next topic, you change the chart to a pie chart and configure a second series of data. In this topic, you change the bar chart to a pie chart and configure a second series of data. Configure TBSM charts 147

154 Before you begin Before you start this task, create the TroubleTickets chart and add a Charting portlet to the OS Manager page. About this task For the pie chart, you add a new metric to the query that is the sum of the severity for each HIGHLEVELSERVICEID. You plot that metric as a second series of data in the chart Y Series list. All other settings are the same as the bar chart. To customize the chart: Procedure 1. Open the Service Configuration or Service Administration page. 2. Click the Service Navigation drop-down list and select Charts. 3. Right-click TroubleTickets and select Edit from the menu that opens. 4. Select the Pie Chart radio button. 5. Update the query with a second metric that sums the severity for each HIGHLEVELSERVICEID: select count (*) as numentries, sum(severity) as totalseverity, HIGHLEVELSERVICEID from TBSMDEMO.tickets group by HIGHLEVELSERVICEID This query returns a second metric with the clause: sum(severity) as totalseverity. This clause sums the severity values for each HIGHLEVELSERVICEID. CAUTION: Be careful whenever you modify the SQL Query in the Chart definition and add a field to the query. If you have already displayed the resulting chart in BIRT, you either have to restart the TBSM Dashboard server, or save the chart with a new name. If you save the chart with a new name, you will also need to select the new chart on the Charting portlet. 6. Click View to test the query. There is now a third column: totalseverity. 7. Add a label and tool tip for row["numentries"] in the Y Series List. a. In the Label column, type: "Number of Tickets". b. In the ToolTip column, type: "Number of tickets per service type". 8. Add a second series for the new metric to the Y Series List: a. Click the New button to add a row. b. In the Expression column, type: row["totalseverity"]. c. In Label column, type: "Total Severity" d. In the Tooltip column, type: "Sum of severities for each service type". Note: You must enclose the text for Tooltip in quotes. For example: "My Tooltip text". You can also show data from the query in the Tooltip using the notation: row["fieldname"] 9. Click the Save button. What to do next Next: creating charts from service model data In the next scenario you configure the chart-change context based on the service you click in the service tree. 148 IBM Tivoli Business Service Manager: Scenarios Guide

155 Adding service parameters to a chart In this topic you configure the chart change context based on the service you click on in the service tree. Before you begin Before you start this procedure configure the pie chart for tickets. About this task To add the service parameter to a chart you parameterize the query with the param notation and create a parameter for the chart. To configure the chart for service context: Procedure 1. Open the Service Administration or Service Configuration page. 2. Click the Service Navigation drop-down list and select Charts. 3. Right click on TroubleTickets and select Edit from the menu that opens. 4. Update the query with variable for the HIGHLEVELSERVICEID using the param notation: select count(*) as numentries, sum(severity) as totalseverity, HIGHLEVELSERVICEID from TBSMDEMO.tickets where HIGHLEVELSERVICEID = param group by HIGHLEVELSERVICEID This query returns values for all the rows that match a given HIGHLEVELSERVICEID for the service you click on. CAUTION: Be careful whenever you modify the SQL Query in the Chart definition and add a field to the query. If you have already displayed the resulting chart in BIRT, you either have to restart the TBSM Dashboard server, or save the chart with a new name. If you save the chart with a new name, you will also need to select the new chart on the Charting portlet. 5. Create a new parameter. a. Under Parameters, click the New button b. For the Service Property Name, type: serviceinstancename c. For Default, type the name of the service that you want to display by default. 6. Click the Save button. 7. Open the OSManagerpage and click on a service in the Ticket Counts service tree. The chart changes based on the service you click. What to do next Next: Create a chart based on service model data. Creating chart from service model data In this topic, you create a chart based on the rules in your service model. You use the rules as key performance indicators (KPIs). Configure TBSM charts 149

156 Before you begin Ceate the service model describe in this guide before you start this task. About this task To create a chart from service model data: Procedure 1. Open the Service Administration or Service Configuration page. 2. Click the Service Navigation pull-down menu select Charts. 3. Click the Create New Chart button. The NewChart portlet opens in the Service Editor. 4. For the name type OSServiceChart. 5. Select the Bar Chart radio button. 6. Select the Use TBSM Model Data radio button. The portlet changes to show the TBSM Model Data options. 7. Select the Show KPIs for children of instance clicked. Enter filter to match (optional) radio button. 8. Select the Use Display Name check box. 9. Select the Show Selected KPIs radio button. You can use any rule in your service model as a KPI. In this example, you use numerical rules that count trouble tickets for regional services. 10. Select the rules (use Ctrl-click to select multiple rules) from the Available KPIs list. v RegSumCritical v RegSumHigh v RegionTicketsSum 11. Click >> to move the selected rules to the Selected KPIs list. 12. To map rule names to text strings, click Rule Name Mapping. a. Click the New button. b. In the new row, select RegSumCritical from the drop-down list in the Rule (KPI) Name column. c. Type Critical in the Display name column. d. Click the New button. e. In the new row, select RegSumHigh from the drop-down list in the Rule (KPI) Name column. f. Type High in the Display name column. g. Click the New button. h. In the new row, select RegionTicketsSum from the drop-down list in the Rule (KPI) Name column. i. Type Total in the Display name column. j. Click OK. 13. Click the Save button. What to do next You edit the chart portlet on the OSManagerpage to display the new chart. 150 IBM Tivoli Business Service Manager: Scenarios Guide

157 Loading the model data chart In this topic, you load the regional tickets chart into the existing charting portlet on the OSManagerpage. Before you begin Create the Ticketregion chart before you start. About this task To load the new chart: Procedure 1. From the left navigation pane, select Availability ->OS Manager 2. From the Select Action drop-down list, select: Edit Page. 3. To open the charting toolbar, click the down tab from the center of the title bar for the charting portlet. 4. Click the arrow (Return to Chart Selector) button. The Chart Sources window opens in the portlet. 5. Click Custom Charts. 6. Select OSServicechart from the list of charts. 7. Click Finish. 8. The new chart opens in the portlet with no data plotted. 9. To show data for regional services, open the ABCBank tree and click one of the regional services in the Ticket Counts service tree. Results Customizing charts in BIRT As a result, you have an OSManagerpage with a chart and Service Viewer that change when you click a service in a Service Tree. You can customize existing TBSM chart or create new custom charts using the Eclipse BIRT designer. You can use the BIRT designer to further customize a chart you created in TBSM. You can customize the colors, fonts, and other types of visual elements and choose from a larger set of types of charts. You can download the chart as an rptdesign file to your local machine. Open it in the BIRT designer and make your modifications. Now you can upload your new chart into the chart portlet. Note: When you customize the chart with the BIRT designer, you will not be able to edit the TBSM chart. Downloading and uploading chart files When you create a custom chart, the chart is saved as a RTPDESIGN file in the directory: $TBSM_HOME\birtcharts\custom Configure TBSM charts 151

158 You can download the RTPDESIGN files to your local machine and customize the charts with the BIRT designer. Installing BIRT You can download the BIRT designer from TBSM using the link on the Custom Charts portlet. Install the BIRT designer according to the instructions included with the download. The Eclipse BIRT project page contains information, examples, and instructions on the BIRT designer and related tools. For more information on Tivoli Integrated Portal charting, see Charting Charting Administering charting involves assigning user IDs to roles, editing the general properties such as to specify the refresh interval, configuring another ITM Web Service, and configuring for localized charts. User roles for charting Users must have the user IDs assigned to a chart role before they can see and work with the charting functions. The main administrator (tipadmin) of the application server already has the chartadministrator role, and can assign users to any of the three chart roles that are available. Logged in users will have no access privileges to the charting features if their user ID has not been assigned to a chart role. These are the capabilities of the chart roles: chartadministrator Users with this role can create and delete charting connections to data sources, download the BIRT Designer, upload charts, and can clear the charting cache (useful for troubleshooting). chartcreator Users with this role can download the BIRT Designer, upload charts, view, and edit them. They cannot create or delete chart connections nor can they clear the charting cache. chartviewer Users assigned to this role can select and view charts, but cannot modify them or their preferences. They cannot download the BIRT Designer, upload charts, create connections, or clear the charting cache. Roles are assigned through Users and Groups > Administrative User Roles. Modifying chart properties You can change the directory where chart files are located or to fine tune the timing of chart refreshes. Before you begin After a chart has been added to a console page, it is automatically refreshed with new data at intervals. The refresh rate is adjusted based on the response time of the Tivoli Integrated Portal Server. This ensures that the server is not overloaded 152 IBM Tivoli Business Service Manager: Scenarios Guide

159 with data requests and that it remains responsive. The algorithm for calculating the next refresh interval uses three parameters from the chart properties: Minimum refresh interval Maximum refresh interval Response time multiplier About this task You can adjust the balance of chart refresh rate and server performance by using a tipcli command: Procedure 1. On the command-line interface, change to the install_dir/profiles/ TIPProfile/bin/ directory. 2. Run the following command declaring the chart property that you want to modify and its new value: tipcli.bat ChartProperties --[name parameter_name --value --parameter_value] --username user_name --password user_password tipcli.sh ChartProperties --[name parameter_name --value --parameter_value] --username user_name --password user_password The following list provides details on the arguments and parameters shown: parameter_name The chart property that you want to modify. The following parameters can be modified: v UPDATE_MAXIMUM_INTERVAL (Default value = 60) The default maximum interval between data refreshes is 60 seconds unless the server response time multiplied by the UPDATE_MULTIPLIER value is longer. Consider raising this number if the calculated interval often exceeds the maximum. v REPORT_OUTPUT_DIR (Default value = install_dir/temp/report) v AXIS_TIMEOUT (Default value = 9000) If the system times out or an error message is displayed while importing an Tivoli Monitoring chart, it is typically because the Tivoli Enterprise Portal Server is unavailable. You can extend the time period before the time out by increasing this value. v REPORT_INPUT_DIR (Default value = install_dir/report) v DBTABLE_VERSION (Default value = 1.1.1) v UPDATE_MINIMUM_INTERVAL (Default value = 30) The default shortest interval between data refreshes is 30 seconds unless the server response time multiplied by the UPDATE_MULTIPLIER value is lower. Consider raising this number if the calculated interval is often lower than the minimum. v UPDATE_MULTIPLIER (Default value = 10) parameter_value The value that you want to set for the declared property. user_name The user name of the Tivoli Integrated Portal user. Configure TBSM charts 153

160 user_password The password for the Tivoli Integrated Portal user. For example: tipcli.bat ChartProperties --[name UPDATE_MAXIMUM_INTERVAL --value --120] --username tipuser1 --password tipuserpassw0rd 154 IBM Tivoli Business Service Manager: Scenarios Guide

161 Creating a custom canvas for a user In this section you create a Regional Manager user, a custom page, and a custom canvas for viewing specific data. After you create a custom canvas, the gauge and prototypes you configured displays data on Critical and Total tickets only, which is useful for users where you only want to view tickets that are having trouble. Expected result When you complete this tutorial, the custom canvas, displayed as the Custom View view definition in the Service Viewer, will only show data on Critical and Total tickets for the region. Creating the user AsiaRegionalManager This task describes how to create users that can access the custom page you will create to display the custom canvas. Before you begin To create users and groups, you need administrator roles in TBSM. About this task To create users for your custom page: Copyright IBM Corp. 2008,

162 Procedure 1. From the console navigation pane, open Users and Groups and click Manage Users. 2. Click Create to create a user. 3. In the User ID field, type AsiaRegionalManager. This user ID will be added to the user registry and also will be used as the login account name. 4. To assign the user to a group, click Group Membership. 5. Click Search. After the search completes, the results are displayed in two lists: one list is for groups that matched the search criteria and one list, named Current Groups, is for groups where the user is already a member. 6. From the matching groups, select: tbsmreadonly. 7. Click < Add. 8. Click Close to return to the User Management page. 9. Enter Asia in the first name field and RegionalManager in the last name field. 10. Enter manager1 in the Password and Confirm Password fields. 11. Click the Create button. 12. If the new user does not display, click Search to update the list. Creating the AsiaRegionalManager page This task describes how to create a custom page to display the custom canvas you create in this scenario. Before you begin To create a custom page, you need administrator roles in TBSM. About this task This page is for read-only users who will not need to edit services. As a result, you add the page to the Availability group. To create a custom page, complete the following steps: Procedure 1. Click Settings > Pages in the navigation pane. A list of all navigation nodes in the console are displayed, grouped the same way as they are in the console navigation. 2. Click New Page. A new page is launched with the title Create New Page. The page includes a single window with the Portlet Picker, which is used to select portlet content. 3. Enter AsiaRegionalManager in the Page name field. 4. The Page location field must be updated to console/availability/. This value page specifies that the page will be listed under Availability in the console task list. If it is not displayed, follow these steps: a. Click Location... b. Click Move to Folder... and select Availability. c. Click OK. d. Use the Up and Down buttons to change where the page will appear in Availability. e. Click OK. 156 IBM Tivoli Business Service Manager: Scenarios Guide

163 5. Expand Optional setting. 6. Click Add. 7. From the list of roles, select: v chartviewer - needed to view the charts you will add to the page. v tbsmreadonlyuser v tbsmviewchart v tbsmviewservice 8. Click Add. 9. For the tbsmviewservice role, select Privileged User from the Access Level drop-down list. 10. Select the Service Viewer portlet and drag it down into the empty area. 11. Click Save. The new page displays with the default Service Viewer. 12. Log out and log in as the AsiaRegionalManager user to verify that the new user can see the page. 13. Log out and log in as an administrator. Setting the Service Viewer Preferences This topic describes how to set the Service Viewer preferences in preparation of creating the custom canvas. Before you begin Creating a custom canvas Before you can create a custom canvas for the AsiaRegionalManager page, you must set the preferences on the Service Viewer. To set the preferences, follow these steps: Procedure 1. Open the AsiaRegionalManager page. 2. On the Service Viewer portlet, click the Edit Options button, and select Edit Shared Settings. The preferences open. 3. On the Context tab, Expand GetThereFast and click on Asia_Region_for_GetThereFast to select the instance. 4. Click Save. The Service Viewer displays the Asia_Region_for_GetThereFast region. This topic describes how to create a custom canvas. About this task To create a custom canvas, follow these steps: Procedure 1. From the Service Viewer portlet on the AsiaRegionalManager page, click the Create Custom Canvas button. This will automatically be saved as Custom View in the View Definition drop-down list. 2. Remove the current view content: a. Click a node, and press the Delete key. b. Repeat until the view is empty. Creating a custom canvas for a user 157

164 3. In the Indicators tab, click on one of the tachometer gauges with a value. 4. Click in the Service Viewer space. A gauge is added to the view, and a configuration pop-up window opens. 5. Expand GetThereFast and select Asia_Region_for_GetThereFast as the service instance. 6. Click Next. 7. Specify the parameters according to the table below. Option Description Gauge Minimum 0 Gauge Maximum 200 Gauge Value RegSumCritical_Sum_OSRegion_to_ Online_Services Gauge Odometer RegionTicketsSum 8. Click Finish. The gauge updates in the view. 9. In the Indicators tab, click on the two-element prototype. 10. Click in the Service Viewer space. The prototype is added to the view, and a configuration pop-up window opens. 11. Expand GetThereFast > Asia_Region_for_GetThereFast and select DBFarm_for_GetAsia as the service instance. 12. Specify Parameters according to the table below. Option Background Color Label 1 Value 1 Label 2 Value 2 Description realtimeservicestatecolor Critical CriticalDBTickets Total TotalDBTickets 13. Click Finish. The prototype updates in the view. 14. In the Indicators tab, click on the two-element prototype. 15. Click in the Service Viewer space. The prototype is added to the view, and a configuration pop-up window opens. 16. Expand GetThereFast > Asia_Region_for_GetThereFast and select Network_for_GetAsia as the service instance. 17. Specify Parameters according to the table below. Option Background Color Label 1 Value 1 Label 2 Value 2 Description realtimeservicestatecolor Critical CriticalNetworkTickets Total TotalNetTickets 18. Click Finish. The prototype updates in the view. 19. In the Indicators tab, click on the two-element prototype. 158 IBM Tivoli Business Service Manager: Scenarios Guide

165 20. Click in the Service Viewer space. The prototype is added to the view, and a configuration pop-up window opens. 21. Expand GetThereFast > AsiaGetThereFast and select WebFarm_for_GetAsia as the service instance. 22. Specify Parameters according to the table below. Option Background Color Label 1 Value 1 Label 2 Value 2 Description realtimeservicestatecolor Critical CriticalWebTickets Total TotalWebTickets 23. Click Finish. The prototype updates in the view. 24. Drag the gauge and prototypes in the view to the locations you want. 25. Click the Save button. 26. Log out and log in as the AsiaRegionalManager user to verify that the new user can see the new custom canvas. Displaying AsiaRegionalManager page as the default page This topic describes how to set the AsiaRegionalManager page as the default page. Before you begin You must be logged in as the AsiaRegionalManager to set the default page for this user. To display the AsiaRegionalManager page, follow these steps: Procedure 1. From the Select Action drop-down list on upper right, select Add to My Startup Pages. The Add Page to My Startup Pages displays in the portlet. 2. Click Add. The AsiaRegionalManager page displays. Next time the AsiaRegionalManager logs in, the AsiaRegionalManager page will display automatically. Creating a custom canvas for a user 159

166 160 IBM Tivoli Business Service Manager: Scenarios Guide

167 Exporting and importing scenarios This section outlines scenarios that demonstrate how you can use the TBSM and Tivoli Integrated Portal export and import commands to copy custom data from one TBSM environment to another. The scenarios describe the procedures for exporting and importing a subset of customization artifacts commonly created or updated on the Data and Dashboard servers. For information about exporting and importing all customization artifacts to clone a TBSM environment, see the TBSM Installation Guide. Exporting and importing a Tivoli Integrated Portal page In this scenario, you use the TBSM and Tivoli Integrated Portal export and import commands, combined with other procedures, to copy a customized Tivoli Integrated Portal page from one TBSM environment to another. This scenario is useful, for example, where you create a page in a development TBSM environment and want to import it into a production environment. For this scenario, create a page named Executive View on your source TBSM environment. The page must contain these supporting customization artifacts: v A Service Tree portlet, supported by a tree template named ExecutiveView_treetemplate and a tree template policy v A Service Viewer portlet, supported by several custom canvases for selected services in the service tree v A Charting portlet, supported by a TBSM chart, named ExecutiveView_chart For information about creating the page, portlets, and supporting artifacts, see the TBSM Service Configuration Guide. Note: After completing the export and import procedures, stop and restart the Data and Dashboard servers. Expected result When you complete this scenario, the TBSM export and import commands and procedures copy the listed customization artifacts from your source Data server to the target Data server: v tree template v tree template policy v custom canvases The Tivoli Integrated Portal export and import commands and procedures copy the page configuration from the source Dashboard server to the target Dashboard server. The page configuration elements copied include: v page name and layout v portlet entities v view profiles v events and wires v access permissions Copyright IBM Corp. 2008,

168 Export the TBSM customization artifacts from the source Data server From the source Data server, export the customization artifacts for the Executive View page: Procedure 1. From the $TBSM_HOME/XMLtoolkit/bin directory, export the tree template for the Service Tree portlet by executing the command: Windows tbsm_export.bat -name ExecutiveView_treetemplate -category treetemplate -directory <temporary_tbsm_export_dir> UNIX tbsm_export.sh -name ExecutiveView_treetemplate -category treetemplate -directory <temporary_tbsm_export_dir> where <temporary_tbsm_export_dir> is a directory used to store your exported customization artifacts. The export directory is created if it does not already exist. Note: Use the same export directory for all of the configuration artifacts that you export using the tbsm_export command. 2. To export the custom canvases for the Service Viewer portlet, for each of the custom canvases created for the service instances in the service tree: a. Log in to the DB2 server as a user with permission to query the TBSM database. b. Identify the unique numeric service instance ID that identifies the service instance for which a custom canvas was created. To do this, run a database query against the TBSM database: SELECT SERVICEINSTANCEID FROM TBSMBASE.SERVICEINSTANCE WHERE SERVICEINSTANCENAME = <service_instance_name> where <service_instance_name> is the unique service instance name of the service instance. c. Export the custom canvas that was created for the service instance using the unique service instance ID. From the $TBSM_HOME/XMLtoolkit/bin directory on the source Data server, execute the command: Windows tbsm_export.bat -name %ServiceInstanceID=<service_instance_id>% -category customcanvas -directory <temporary_tbsm_export_dir> UNIX tbsm_export.sh -name %ServiceInstanceID=<service_instance_id>% -category customcanvas -directory <temporary_tbsm_export_dir> where <service_instance_id> is the unique numeric service instance ID of the service instance for which the custom canvas was created and <temporary_tbsm_export_dir> is a directory used to store your exported customization artifacts. Note: For each exported custom canvas, three files with file name suffixes of.datamappings,.layoutxml and.props, are added to the export directory. 3. From the $TBSM_HOME/XMLtoolkit/bin directory, export the chart for the Charting portlet by executing the command: 162 IBM Tivoli Business Service Manager: Scenarios Guide

169 Windows tbsm_export.bat -name ExecutiveView_chart -category chart -directory <temporary_tbsm_export_dir> UNIX tbsm_export.sh -name ExecutiveView_chart -category chart -directory <temporary_tbsm_export_dir> where <temporary_tbsm_export_dir> is a directory used to store your exported customization artifacts. 4. Copy the export directory, and its contents, from the source Data server to a temporary directory on the target Data server. Copy and rename the TBSM tree template policy from the source Data server After you have exported the customization artifacts from the source Data server, the next step is to copy and rename the tree template policy: Procedure 1. From the $TBSM_HOME/policy directory on the source Data server, copy the TBSM_GetTreeColumnValue.ipl policy file to a temporary directory. 2. Rename the copy of the TBSM_GetTreeColumnValue.ipl policy file removing the TBSM prefix. The file is now named GetTreeColumnValue.ipl. 3. Copy the GetTreeColumnValue.ipl policy file from the temporary directory on the source Data server to a temporary directory on the target Data server. Export the Executive View page using the Tivoli Integrated Portal Export wizard Using the Export Wizard available from the Tivoli Integrated Portal console in the source TBSM environment, export the Tivoli Integrated Portal page named Executive View. Procedure 1. Log in to the Tivoli Integrated Portal console as a user with administrator roles. 2. From the left navigation pane, select Settings > Export Wizard. The Export Wizard Welcome page is displayed. Click Next. 3. On the Export Options page, select the Choose which console settings and customizations to export option. 4. (Optional) Change the default name in the Export package name field and select the Download package to my desktop on completion check box. If you do not select the Download package to my desktop on completion check box, the export package is created on the source Dashboard server in $TIP_HOME/profiles/TIPProfile/output directory. Click Next. 5. On the Details Options page, select Custom and System Customized Pages. Click Next. 6. On the Pages to Export page, select the Executive View page. Click Next. 7. On the Summary page, click Finish. 8. Copy the Tivoli Integrated Portal export package to a temporary directory on the target Dashboard server. Exporting and importing scenarios 163

170 Import the TBSM customization artifacts to the target Data server The next step is to import the customization artifacts that you exported from the source Data server. To import the customization artifacts for the Executive View page to the target Data server, from $TBSM_HOME/XMLtoolkit/bin directory, execute the command: Windows tbsm_import.bat -directory <temporary_tbsm_export_dir> UNIX tbsm_import.sh -directory <temporary_tbsm_export_dir> where <temporary_tbsm_export_dir> is a directory used to store your exported customized service templates and rules. Note: When you open imported custom canvases from the Custom Canvas view in the Service Navigation portlet of the Tivoli Integrated Portal console, they might be imported with an initial name of Unresolved.IDnnn_xxxxx, where nnn is the unique numeric service instance ID of the associated service instance in the source TBSM environment and xxxxx is the first 20 characters of the associated service instance name. Selecting the custom canvas to be displayed from the Custom Canvas view or from the associated service in the service tree resolves the custom canvas so that the service instance ID is updated to reflect the current ID in the target environment. This assumes that the associated service instance exists in the target TBSM environment. After selecting the custom canvas, the name of the canvas in the view is updated to the standard naming convention using the associated service instance display name. Import the TBSM tree template policy to the target Data server From the $TBSM_HOME/bin directory on the target Data server, execute the command: Windows nci_policy.bat TBSM push <tip_admin_userid> <tip_admin_password> <temporary_dir>/gettreecolumnvalue.ipl UNIX nci_policy TBSM push <tip_admin_userid> <tip_admin_password> <temporary_dir>/gettreecolumnvalue.ipl Note: If the tree template policy on the target Data server has been customized to include changes that are not in the tree template policy on the source Data server, do not import the tree template policy from the source Data server. Instead, you must add the changes that support the Executive View page tree template to the tree template policy on the target Data server. To make these changes, click Tree Template Editor > Policy Editor in the Tivoli Integrated Portal console and edit the policy. Import the Executive View page to the target Dashboard server To import the Executive View page to the target Dashboard server: 164 IBM Tivoli Business Service Manager: Scenarios Guide

171 Procedure 1. On the target Dashboard server, copy the Tivoli Integrated Portal export package from the temporary directory to the $TIP_HOME/profiles/TIPProfile/ output directory and rename the export package file to data.zip. Note: Do not delete the Tivoli Integrated Portal export package from the temporary directory. It might be required if it is necessary for you to perform the import again, in the case of a failure, or if other Tivoli Integrated Portal CLI commands are executed. 2. From the $TIP_HOME/profiles/TIPProfile/bin directory on the target Dashboard server, execute the command: Windows tipcli.bat Import --username <tip_admin_userid> --password <tip_admin_password> UNIX tipcli.sh Import --username <tip_admin_userid> --password <tip_admin_password> where <tip_admin_userid> and <tip_admin_password> are the username and password for the Tivoli Integrated Portal administrator role. Other considerations Depending on the configuration of your environment, these additional considerations might apply when you complete the procedures contained in this scenario. Exporting additional TBSM customization artifacts When you are exporting the supporting customization artifacts for a page using the tbsm_export command, determine which TBSM customization artifacts have been created or customized to support the operation of the page. For example, service templates, view definitions, and menu actions. If customization artifacts of other category types have been created or customized, you must run additional tbsm_export commands, for the other customization artifacts, to fully replicate the operation of a page operation. For more information about exporting and importing TBSM customization artifacts, and their category types, see the TBSM Administrator's Guide. Naming related TBSM customization artifacts When you are creating related TBSM customization artifacts, such as those to support a particular Tivoli Integrated Portal page, it can be helpful to name them similarly. Because similar naming was used for many of the related TBSM customization artifacts in this scenario, they can be exported using a single tbsm_export command with a -name option containing a percent-sign (%) wildcard notation. For example: Windows tbsm_export.bat -name ExecutiveView% -directory <temporary_tbsm_export_dir> UNIX tbsm_export.sh -name ExecutiveView% -directory <temporary_tbsm_export_dir> Exporting and importing scenarios 165

172 where <temporary_tbsm_export_dir> is a directory used to store your exported customization artifacts. Exporting and importing TBSM service templates and rules This scenario describes how to use TBSM export and import commands to copy customized service templates and rules. The scenario presented is useful, for example, where you have created and customized service templates and rules in a development TBSM environment and want to import them into a production TBSM environment. For this scenario, you must have an existing set of customized service templates and rules to support the example page named Executive View. The service templates must be defined in a dependency-tree hierarchy with a top-level template named ExecutiveView_templates. Expected result After creating or updating a set of customized TBSM service templates and rules to support the example page named Executive View, the templates and rules are copied to your target environment. Export the TBSM service templates and rules that support the Executive View page On the source Data server, export the customized TBSM service templates and rules supporting the Executive View page: Procedure 1. From the $TBSM_HOME/XMLtoolkit/bin directory, export the service templates and rules, defined in a dependency tree structure with a top-level template named ExecutiveView_templates, by executing the command: Windows tbsm_export.bat -name ExecutiveView_templates -category templates -directory <temporary_tbsm_export_dir> UNIX tbsm_export.sh -name ExecutiveView_templates -category templates -directory <temporary_tbsm_export_dir> where <temporary_tbsm_export_dir> is the directory you used to store your exported customized service templates and rules. Note: When you export a service template, all dependent service templates and rules are also exported. 2. Copy the export directory, and its contents, from the source Data server to a temporary directory on the target Data server. Import the TBSM service templates and rules that support the Executive View page From the $TBSM_HOME/XMLtoolkit/bin directory on the target Data server, execute the command: Windows tbsm_import.bat -directory <temporary_tbsm_export_dir> 166 IBM Tivoli Business Service Manager: Scenarios Guide

173 UNIX Reference information tbsm_import.sh -directory <temporary_tbsm_export_dir> where <temporary_tbsm_export_dir> is the directory in which you stored your exported customized service templates and rules that support the Executive View page. Note: When you import a service template, it replaces any previously existing service template with the same name. All dependent service templates and rules are also replaced. Data related to applications deployed on one Tivoli Integrated Portal server can be copied to another Tivoli Integrated Portal server. To copy this data, you use application specific utilities and procedures as well as the Tivoli Integrated Portal export and import commands. This topic provides information about exporting and importing from applications commonly deployed in a TBSM server environment. Exporting and importing Netcool/OMNIbus Web GUI data Netcool/OMNIbus Web GUI provides a utility that allows you to copy selected data from one Tivoli Integrated Portal server instance to another. The Web GUI configuration items that can be copied include: v filters v maps v menus v prompts v tools v views For more information about exporting and importing Web GUI data, see the information center located: v8r1/index.jsp?topic=%2fcom.ibm.netcool_omnibus.doc_7.3.1%2fwebtop%2fwip %2Ftask%2Fweb_adm_exportimport.html. Exporting and importing Tivoli Common Reporting data Data, including reports and report packages, can be copied from one Tivoli Common Reporting instance to another. For more information about exporting and importing Tivoli Common Reporting data, see the information center located: %2Fcom.ibm.tivoli.tcr.doc_211%2Fttcr_install.html Exporting and importing IBM Tivoli Network Manager For information about exporting and importing customized data from IBM Tivoli Network Manager, see the information center located: publib.boulder.ibm.com/infocenter/tivihelp/v8r1/index.jsp?topic= %2Fcom.ibm.networkmanagerip.doc_3.9%2Fitnm%2Fip%2Fwip%2Finstall%2Ftask %2Fnmip_upg_upgradingandmigrating.html Exporting and importing scenarios 167

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175 Integrating with Tivoli applications Integration components These topics describe how you can set up IBM Tivoli Business Service Manager (TBSM) version 6 release 1 to access and use data from other Tivoli applications. You can set up TBSM to access data on systems and applications monitored by: v IBM Tivoli Monitoring v IBM Tivoli Application Dependency Discovery Manager, including a new browser user interface integration. v IBM Tivoli Change and Configuration Management Database (CCMDB) version 7 releases 1 and 1.1 v IBM Tivoli Enterprise Console v IBM Tivoli Network Manager v IBM Tivoli NetView for z/os v IBM Tivoli Composite Application Manager for Transactions 7.1 Fix Pack 2 v Tivoli Composite Application Manager for Transactions for Service Oriented Architecture v IBM Tivoli Storage Productivity Center version 4, release 1.1 The topics in this section describe how to use the Tivoli Event Integration Facility probe (EIF probe) and the Discovery Library Toolkit to integrate with other applications. This section also includes scenarios on how to integrate with IBM Tivoli Monitoring and Tivoli Application Dependency Discovery Manager (TADDM). The general integration process for all the applications is similar. You use the EIF probe to collect events from applications such as IBM Tivoli Monitoring and you use the Discovery Library Toolkit to create TBSM service models from Discover Library Adaptor (DLA) files or the TADDM. See the TBSM Developer Works wiki at wikis/display/tivolibsm/home for more information about integration examples, best practices, performance tuning, and trouble shooting. This wiki is updated frequently and you can contribute to it if you wish. The topics in this section describe the components you use to integrate TBSM version 6 release 1 with other Tivoli applications. The Discovery Library Toolkit imports data from Discovery Library Adaptors (DLAs) and the TADDM. This data includes a collection of hardware and applications discovered by the source, relationships between them, and, potentially, the business applications and services that you can use to build service models in TBSM. For more information on integrating TBSM with TADDM, see the TBSM Wiki. The EIF probe forwards events from other Tivoli applications such as IBM Tivoli Monitoring. Copyright IBM Corp. 2008,

176 Discovery Library toolkit overview This topic is an overview of the Discovery Library toolkit. You can use the Discovery Library toolkit to retrieve data from IBM Tivoli Application Dependency Discovery Manager and Discovery Library books. The toolkit formats the data for IBM Tivoli Business Service Manager For more information on the Tivoli Application Dependency Discovery Manager (TADDM), see the TADDM publications at infocenter/tivihelp/v3r1/topic/com.ibm.itcamsoa.doc/welcome.htm. TBSM contains a set of service templates which automatically create services based on the data from the TADDM data sources. Figure 90. TBSM and DLA data sources TBSM and TADDM Data TBSM stores a subset of service data from the Common Data Model in a set of Service Component Repository (SCR) tables. These tables are filtered by a set of SCR service templates that define the common behavior for a given service type. These SCR service templates automatically can create service models based on the data in the SCR tables. The Discovery Library toolkit is an optionally installed component of TBSM. It resides on the TBSM data server and accesses SCR tables in the TBSM database. This set of SCR tables is added to the TBSM database as part of the Discovery Library toolkit installation. TBSM uses an ESDA rule to query these tables and creates new services based on the SCR data. The toolkit is composed of a service/daemon that monitors the data source and adds the data to the SCR tables. Related concepts: Integrating with ITCAM for SOA on page 186 This topic describes how you can use TBSM to discover and monitor service objects based on data from ITCAM for SOA. 170 IBM Tivoli Business Service Manager: Scenarios Guide

177 Monitoring the status of a managed system on page 177 This simple scenario illustrates how you can set up Discovery Library Toolkit and the Tivoli Event Integration Facility probe to discover new services and read related events generated by systems monitored by IBM Tivoli Monitoring. Integration with z/os systems This section is an overview of how TBSM can discover and monitor z/os systems. TBSM supports multiple methods for discovering z/os resources: v Auto-population rules, defined within a service template, let you configure services automatically based on event data from Netcool/OMNIbus or an SQL data source. v The Tivoli Monitoring Services (TMS) DLA and z/os DLAs provide discovery library books that describe resource and relationship information for z/os resources. The TBSM Discovery Library Toolkit will read these books and populate an (SCR) with discovery data. ESDAs then enable TBSM to dynamically access the service hierarchies defined in the SCR to populate the service model in memory. The z/os DLA discovers z/os hardware and z/os details including Address Space details and subsystems details for DB2, IMS, MQ, CICS, and WAS. The TMS DLA discovers resources monitored by IBM Tivoli Monitoring products (Tivoli Monitoring and OMEGAMON ). v TADDM provides a repository of resource and relationship information for discovered resources. TADDM itself imports z/os data from the TMS and z/os DLAs as well as from its own sensors. The TBSM Discovery Library Toolkit reads this data and populates an SCR with discovery data. ESDAs then enable TBSM to dynamically access the service hierarchies defined in the SCR to populate the service model in memory. Event matching Additional configuration support for the Discovery Library Toolkit lets you import z/os discovery data from the z/os DLA and match events to the discovered resources. The events from the IBM Tivoli Event Pump for z/os are mapped to Netcool/OMNIbus events by the EIF probe. By default, the identity fields in these events match the identity values of the services created from z/os discovery data. As a result, TBSM can match z/os events to the services created from the z/os discovery data and the Discovery Library Toolkit. For more information on the Discovery Library Toolkit and the IBM Tivoli Event Pump for z/os, see the TBSM Customization Guide. Related concepts: Tivoli Event Pump for z/os event flow on page 176 This topic describes how events flow from the IBM Tivoli Event Pump for z/os to TBSM. Event flows IBM Tivoli Business Service Manager integrates status event flows from multiple event sources. TBSM uses IBM Tivoli Netcool/OMNIbus to manage events; it also uses Tivoli Event Integration Facility probe to collect events from IBM Tivoli Enterprise Console, IBM Tivoli Monitoring, and IBM Tivoli NetView for z/os. Related concepts: Integrating with Tivoli applications 171

178 Monitoring the status of a managed system on page 177 This simple scenario illustrates how you can set up Discovery Library Toolkit and the Tivoli Event Integration Facility probe to discover new services and read related events generated by systems monitored by IBM Tivoli Monitoring. Tivoli Event Integration Facility probe The EIF probe can forward events from external event sources to the Netcool/OMNIbus ObjectServer. You can install the EIF probe on the system where the external events are generated, a system where IBM Tivoli Business Service Manager is installed, or another system in your environment. The EIF probe forwards events from the following Tivoli applications: v IBM Tivoli Enterprise Console v IBM Tivoli Monitoring v IBM Tivoli NetView for z/os The Tivoli applications must be configured to forward events to the EIF probe. Event mapping By default, the tivoli_eif.rules file contains rules that map events sent from the Tivoli applications to fields in the Netcool/OMNIbus ObjectServer database. The events forwarded from the Tivoli applications contain the following special fields: BSM_Identity Identifies which service the event affects. By default, the following mappings are used. Event source Tivoli Enterprise Console IBM Tivoli Monitoring Tivoli NetView Default = = = $origin In some cases, you might need to modify the tivoli_eif.rules file to create a valid BSM_Identity value for a given event source. For example, you might need to create additional event-mapping rules for applications or systems managed by IBM Tivoli Monitoring. BSM_ClassName Reserved for future use and currently set to null. For information about z/os event mappings, see the TBSM Customization Guide. Event correlation In incoming status rules, you can use the BSM_Identity field value to identify the events that affect a service. Secure communication To encrypt communications between the ObjectServer and the EIF probe, you must install the EIF probe on the system from which the events are generated, for example, the system on which Tivoli Enterprise Console is installed. 172 IBM Tivoli Business Service Manager: Scenarios Guide

179 IBM Tivoli Netcool/OMNIbus event flow This topic describes how events flow from Netcool/OMNIbus to IBM Tivoli Business Service Manager. The ObjectServer is the database server at the core of Netcool/OMNIbus. The ObjectServer stores events from external applications in database tables, and then displays them in the event list. You can view this event list from TBSM. TBSM monitors the ObjectServer for events that affect service models. Figure 91. Netcool/OMNIbus event flow Event flow mechanism When you install the Tivoli Event Integration Facility probe and configure IBM Tivoli Enterprise Console or IBM Tivoli Monitoring to forward events to the probe, the probe forwards the events to the ObjectServer. TBSM analyzes those events for service status changes. In TBSM, you create incoming status rules that monitor the events in the ObjectServer. If an event changes the status of a service, TBSM sends status events back to the ObjectServer. Supported IBM Tivoli Netcool/OMNIbus version Use IBM Tivoli Netcool/OMNIbus Version 7 Release 1 or higher if you want to use the IBM Tivoli Event Integration Facility (EIF) probe. Event mapping You customize event mapping with a rules file for the Tivoli Netcool/OMNIbus probe you deploy. You can deploy a wide variety of probes depending the environment you want to monitor. For example, if you want to monitor a system managed by IBM Tivoli Monitoring, you would deploy the Tivoli Event Integration Facility probe. Alternatively, if you want to monitor a Cisco Transport Manager (CTM) system, you would deploy the Probe for Cisco CTM. You configure these probes by editing a rules file that normalizes the incoming data before it is forwarded to the ObjectServer. If you already have an ObjectServer and probes deployed, you can use it as part of your TBSM configuration and set Integrating with Tivoli applications 173

180 up TBSM to monitor the existing ObjectServer. You can also configure the rules file for a given probe after you install TBSM. Event correlation In TBSM, you use incoming status rules to correlate the ObjectServer events with the services in your service model. For TBSM each service instance in your service model can have one of more unique service identifiers. For events from the EIF probe, these service identifier values are assigned to the BSM_Identity attribute(s) of a TBSM service instance. In your TBSM incoming status rules, you use the event's BSM_Identity field value to match one of the service's BSM_Identity values. If the BSM_Identity field value from the event matches a BSM_Identify value for a service, TBSM analyzes the event for data that affects the service. IBM Tivoli Enterprise Console event flow This topic describes how events flow from Tivoli Enterprise Console to IBM Tivoli Business Service Manager. Figure 92. Tivoli Enterprise Console status event flow Event flow mechanism The Tivoli Event Integration Facility probe is, by default, configured to forward events from Tivoli Enterprise Console to the ObjectServer. However, configure Tivoli Enterprise Console to forward events to the system where the probe is installed and the port on which the probe listens. By default, this port number is Event flow direction The event flow between Tivoli Enterprise Console and the ObjectServer goes in both directions. Accordingly, if you update an event from Tivoli Enterprise Console 174 IBM Tivoli Business Service Manager: Scenarios Guide

181 in a TBSM Active Event List (AEL), the update will be sent back to Tivoli Enterprise Console. For information on enabling the backward synchronization of events, see the TBSM Installation Guide. Tivoli Enterprise Console forwards events to the ObjectServer in the following situations: v The status or severity changes for a given event v A new event occurs. No harmless events are forwarded from Tivoli Enterprise Console to the ObjectServer. The ObjectServer sends event updates to Tivoli Enterprise Console in the following situations: v The status (cleared, acknowledged, or deacknowledged) or severity changes for a given event v An original Tivoli Enterprise Console event is deleted. However, the ObjectServer does not send indeterminate and warning events to Tivoli Enterprise Console. Supported versions Tivoli Enterprise Console Version 3 release 9 or higher is required. IBM Tivoli Monitoring event flow This topic describes how events flow from Tivoli Monitoring to IBM Tivoli Business Service Manager. Figure 93. Tivoli Monitoring status event flow Event flow mechanism The Tivoli Event Integration Facility probe and the IBM Tivoli Monitoring OTEA subcomponent forward events to TBSM. The IBM Tivoli Monitoring OTEA subcomponent processes IBM Tivoli Monitoring events and forward them to the Integrating with Tivoli applications 175

182 EIF probe. The Tivoli Event Integration Facility probe is, by default, configured to forward events to the ObjectServer. Event flow direction The events flow in only one direction: from Tivoli Monitoring to the ObjectServer. Tivoli Monitoring forwards events to the ObjectServer in the following situations: v The status or severity changes for a given event v A new event occurs. No harmless events are forwarded from Tivoli Monitoring to the ObjectServer. Supported versions Tivoli Monitoring Version 6.1 or later and OMEGAMON Version are required. IBM Tivoli NetView for z/os event flow This topic describes how events flow from Tivoli NetView for z/os to IBM Tivoli Netcool/OMNIbus. Event flow mechanism The Tivoli Event Integration Facility probe is, by default, configured to forward events from Tivoli NetView to the ObjectServer. However, configure Tivoli NetView to forward events to the system where the probe is installed and the port on which the probe listens. By default, this port number is Event flow direction The events flow in only one direction: from Tivoli NetView to the ObjectServer. Tivoli NetView forwards events to the ObjectServer in the following situations: v The status or severity changes for a given event v A new event occurs. No harmless events are forwarded from Tivoli NetView to the ObjectServer. Supported versions Tivoli NetView Version 7 release 1 or higher is required. Tivoli Event Pump for z/os event flow This topic describes how events flow from the IBM Tivoli Event Pump for z/os to TBSM. Event flow mechanism The EIF probe, by default, disables event forwarding from the Event Pump for z/os to the Netcool/OMNIbus ObjectServer. To enable the event forwarding, you need edit the tivoli_eif.rules file and remove the comments for the zos_identity.rules file and the z/os lookup tables. The events created from the Event Pump for z/os create z/os-specific fields in the ObjectServer. These fields are used to identify the z/os resources and match the events to TBSM services. 176 IBM Tivoli Business Service Manager: Scenarios Guide

183 For more information about the TBSM configuration for the Event Pump for z/os, see the TBSM Customization Guide. Event flow direction The events flow from the Event Pump to the ObjectServer. Supported versions The Event Pump for z/os version 4 release 2 or higher is required. Related concepts: Integration with z/os systems on page 171 This section is an overview of how TBSM can discover and monitor z/os systems. Integration scenarios The scenarios in this section describe example integrations between TBSM and other applications. See the TBSM Developer Works wiki at wikis/display/tivolibsm/home for more information about integration examples, best practices, performance tuning, and trouble shooting. This wiki is updated frequently and you can contribute to it if you wish. Monitoring the status of a managed system This simple scenario illustrates how you can set up Discovery Library Toolkit and the Tivoli Event Integration Facility probe to discover new services and read related events generated by systems monitored by IBM Tivoli Monitoring. Scenario goals You want to use TBSM to track status changes for a system managed by Tivoli Monitoring. 1. Set up the basic environment: a. Install the Discovery Library Toolkit. This also installs the SCR service templates. b. Copy the sample Discovery Library Adaptor (DLA) book to a directory monitored by the Discovery Toolkit Library. 2. View the service for the managed system (cvtwin01.ibm.com) in TBSM console in the Service Component Repository tab. 3. View the incoming-status rules for the managed system in TBSM console. 4. Create a new service template (CriticalApplications) that depends on the cvtwin01.ibm.com service. 5. Create a new service (Payroll) and assign it to the CriticalApplications template. 6. Send a test event from one of the following applications: v TBSM v Tivoli Monitoring 7. View the changed status of the cvtwin01.ibm.com service in TBSM console. Integrating with Tivoli applications 177

184 Prerequisites and assumptions This scenario assumes that the following conditions are met: v Tivoli Monitoring is installed and configured to sent events to the Tivoli Event Integration Facility probe. v The EIF probe is installed and configured to send events to TBSM. Related concepts: Event flows on page 171 IBM Tivoli Business Service Manager integrates status event flows from multiple event sources. TBSM uses IBM Tivoli Netcool/OMNIbus to manage events; it also uses Tivoli Event Integration Facility probe to collect events from IBM Tivoli Enterprise Console, IBM Tivoli Monitoring, and IBM Tivoli NetView for z/os. Discovery Library toolkit overview on page 170 This topic is an overview of the Discovery Library toolkit. Related tasks: Assigning templates to discovered services automatically on page 183 This scenario shows how to automatically assign a service template by editing the CDM_TO_TBSM4x_MAP_Templates.xml file. Discovering a managed system In this scenario, you install the Discovery Library Toolkit, and discover a service from a sample Discovery Library Adaptor (DLA) book. About this task The sample DLA book uses the IBM Common Data Model (CDM), and the data in the book can be mapped to one of the Service Component Registry (SCR) service templates shipped with IBM Tivoli Business Service Manager. By the end of the task, TBSM will have successfully created a service called: cvtwin01.ibm.com. To set up the Discovery Library Toolkit and discover a sample system: Procedure 1. Install the Discovery Library Toolkit. Be sure to select Discovery Library books as the data source and to accept the default $TBSM_HOME/discovery/dlbooks directory as the location for Discovery Library books. 2. Start the Discovery Library Toolkit reader. 3. Copy the following file to the $TBSM_HOME/discovery/dlbooks directory: TMSDISC100.cvtwin05.ibm.com T Z.refresh.xml This file is in the $TBSM_HOME/XMLtoolkit/samples directory. This file contains the following data: <cdm:sys.unix.unix id="cvtwin01.ibm.com-unix" sourcetoken= "managed_system_name=cvtwin01.ibm.com:&object_id=p@cvtwin01.ibm.com:"> <cdm:managedsystemname>primary:cvtwin01:nt</cdm:managedsystemname> <cdm:name>cvtwin01.ibm.com</cdm:name> <cdm:label>cvtwin01.ibm.com</cdm:label> 4. The Discovery Library Toolkit reads the CDM data in the file and writes it to the TBSM database. The value of the CDM managed_system_name attribute is written to the BSM_Identity field in the TBSM database. 5. The rules in the SCR service templates parse the data and create new resources in the SCR. Related concepts: 178 IBM Tivoli Business Service Manager: Scenarios Guide

185 6 Create services on page 23 Viewing resources in the Service Component Repository After IBM Tivoli Business Service Manager parses the data sent by the cvtwin01.ibm.com system, it creates new resources in the SCR Repository. You can open and view the cvtwin01.ibm.com resource in the TBSM console. About this task In this scenario, you view the resource called: cvtwin01.ibm.com and see how TBSM matches source events to the resource with Identification fields. Procedure 1. In the Tivoli Integrated Portal console task list, select Administration => Service Administration. 2. From the Service Navigation pull-down menu, select Service Component Repository. 3. Expand Component Repository > Servers > All. 4. Click cvtwin01.ibm.com. 5. In the window that opened, click Edit Service Instance. The Edit Service page opens in the Service Editor. 6. Click Templates to view the service templates that are associated with the resource. The resource is assigned to the following service templates: v BSM_Node v SCR_RetrieveDependentObjectsTemplate v SCR_ServiceComponetRawStatusTemplate The SCR_ServiceComponentRawStatusTemplate contains an incoming status rule that matches ObjectServer events to this specific resource. 7. Click Identification Fields. TBSM identifies events for this resource using the value of the BSM_Identity field. The sample DL book file includes the managed system name for the resource. When TBSM creates the resource, the managed system name value is mapped to the BSM_Identity field in the TBSM database. When the EIF probe reads data from an external source such as IBM Tivoli Monitoring, it maps the data to an ObjectServer event in Netcool/OMNIbus. When TBSM receives an event where the BSM_Identity field value matches cvtwin01.ibm.com:, it checks whether the event affects the status of this resource. In this example, the probe maps the IBM Tivoli Monitoring situation_origin field value to the BSM_Identity field in the Netcool/OMNIbus event. This is the default event mapping in the EIF probe. Viewing incoming status rules The SCR_ServiceComponentRawStatusTemplate service template contains the incoming status rule that maps the ObjectServer events to the cvtwin01.ibm.com: service. You can view these rules in the TBSM console. One of these rules specifies that the service status changes to Bad when the severity value is four or greater. Procedure 1. From the Service Navigation pull-down menu, click Templates. 2. Expand SCR_RootTemplate. 3. Click SCR_ServiceComponentRawStatusTemplate. 4. In the Service Editor, click Edit Template. Integrating with Tivoli applications 179

186 5. Click ComponentRawEventStatusRule. The Edit Incoming Status Rule window opens. Figure 94. Incoming status rule: service instance identity field This rule uses the BSM_Identity field to determine which events affect a given service instance. The rule also uses threshold filters to determine if the event affects the service status: v The status changes to Bad when the value of the Severity field is greater than or equal to Major (severity 4). v The status changes to Marginal when the value of the Severity field is Minor (severity 3). v The status is Good, if the Severity value is below Minor. The BSM_ClassName field is set to null. 6. When you are finished viewing the rules properties, click Cancel. Results Important: Do not change the rules in an SCR service template. These templates are configured to create and monitor services from systems that use the IBM Common Data Model. If you change these service templates, you might disable this feature. If you want to create additional rules for a service, create a new service template, configure the rules you want, and then assign your service to the new service template. 180 IBM Tivoli Business Service Manager: Scenarios Guide