CA Cloud Service Delivery Platform Demand Manager Release 1.1
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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
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... 10 Chapter 2: Manifest Data 10 Contents 5
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
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
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
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
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: https://oss-sso.oss.ca/usm/csdpmanifest.xml. Chapter 2: Manifest Data 11