CA Cloud Service Delivery Platform

Transcription

1 CA Cloud Service Delivery Platform Demand Manager Release 1.1

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation is proprietary information of CA and may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. If you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright 2014 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

3 Contact CA Technologies Contact CA Support For your convenience, CA Technologies provides one site where you can access the information that you need for your Home Office, Small Business, and Enterprise CA Technologies products. At you can access the following resources: Online and telephone contact information for technical assistance and customer services Information about user communities and forums Product and documentation downloads CA Support policies and guidelines Other helpful resources appropriate for your product Providing Feedback About Product Documentation If you have comments or questions about CA Technologies product documentation, you can send a message to techpubs@ca.com. To provide feedback about CA Technologies product documentation, complete our short customer survey which is available on the CA Support website at

4 CA Technologies Product References This documentation set references the following products that constitute the CA Cloud Service Delivery Platform. Foundation Products: CA Service Catalog CA Business Intelligence CA Embedded Entitlements Manager (CA EEM) CA Process Automation CA SiteMinder CA Service Desk Manager (CA SDM) Monitoring Service Products: CA Service Operations Insight CA Spectrum CA Nimsoft Monitor

5 Contents Chapter 1: Manage Resources 7 Determine Resource Availability... 7 Track and Manage Resource Performance... 8 View and Analyze Resource Performance Reports... 9 Run the Service Performance Report Chapter 2: Manifest Data 10 Contents 5

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7 Chapter 1: Manage Resources As a service provider demand manager, you are responsible for the supply and demand of resources to ensure the fulfillment of service requests. The web-based service portal allows you to request and manage services. Access the service portal with the URL and login credentials that your service provider administrator provides, and perform your tasks. Determine Resource Availability You can view the services and resource provisioning report to determine the resource availability. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click Dashboard, Infoview. A new page opens. 3. Click Document List, Public Folders, CA Reports, CA CSDP Reports. 4. Select a report and click View. 5. Enter the valid parameters and click Run Query. The Resource Availability report opens. The report helps you track the incoming request and associated resource availability. You report the findings to the availability manager suggesting corrective action. Chapter 1: Manage Resources 7

8 Track and Manage Resource Performance Track and Manage Resource Performance You can track the performance of a resource, manage changes to the demand and improve the efficiency of resource availability. An example of a report that you track is Service Fulfillment Status by Region. The report can be filtered based on the region name. The report lists the volume of requests for each service by region. The list contains the following details: total requests that were received for each service count of fulfilled requests count of unfulfilled requests because of lack of resources count of pending requests Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Track and Manage Resource Performance link in the Quick Start. The Nimsoft Dashboard page opens. 3. Type the name of the resource in the Search field. The details of the device are displayed. 4. Click the device. The System tab displays the details of the resource. 5. Click the Metrics tab, and view the details of the resource. 6. (Optional) Drag the cursor over the graphs and select the duration that you want to track for the performance. 8 Demand Manager

9 View and Analyze Resource Performance Reports Use the information to track the performance of a resource. Note: For more information about the resource performance, click Help in the Nimsoft Dashboard page. View and Analyze Resource Performance Reports You view and analyze the resource performance from the Allocated Resource by Service report. Reports let you ensure the availability and fast recovery. Report the findings to the problem manager suggesting corrective action. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Report on the Resource Performance link in the Quick Start. The Nimsoft Dashboard page opens. 3. Type the name of the resource in the Search field. The details of the device are displayed. 4. Click the device that you want to analyze. The System tab displays the details of the resource. 5. Click the Metrics tab, to view the details of the resource. 6. (Optional) Drag the cursor over the graphs and select the duration that you want to track for the performance. Use the information to track the performance of a resource. Coordinate with the Problem Manager to resolve the problems that affect the resource. Chapter 1: Manage Resources 9

10 Run the Service Performance Report Note: For more information about the resource performance, click Help in the Nimsoft Dashboard page. Run the Service Performance Report As a demand manager, you are responsible to understand how services are performing. Analyze the performance, and act to deliver within established SLAs, ensure the availability, and ensure fast recovery. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Report on Service Performance link in the Quick Start. The CA Service Operations Insight page opens. 3. Click Quality and then click the chart. 4. Click Document List, Public Folders, CA Reports, CA CSDP Reports. 5. Select a report and click View. 6. Enter the parameters and click Run Query. The CA Service Operations Insight report shows the service quality level. View reports for different time periods such as, reports generated in the last 24 hours, 7 days, or 30 days. View the reports of longer time period by specifying the date range in InfoView. Note: For more information about service performance data, click Help in the InfoView page. Chapter 2: Manifest Data 10 Demand Manager

11 Run the Service Performance Report The manifest data is an xml file which contains the version information of all the appliances that are used in the CA CSDP deployment. During deploying the CA CSDP solution, the manifest data is saved in the following location: C:\Program Files\CA\Service Catalog\view\webapps\usm The usm folder contains the following files: csdpmanifest.xml csdpmanifest.xsl Note: Update the csdpmanifest.xml file in oss-sc1 and oss-sc2 machines for every new release or patch. To access the manifest data, click the following link: Chapter 2: Manifest Data 11