Creating and Managing Customers

Contents
casp1031
Contents
This section describes the procedure to Create and Manage customers.
Customers and Customer Groups
Customers are CA Spectrum models that represent a person or organization that is associated with services or SLAs. The use of customer models enables you to track and monitor each customer service and SLAs.
A customer model status attribute reflects the status of the customers services. The customer status can be equivalent to the worst service health value for all of the customer services. For example, assume that a customer is associated with services A, B and C. If service A is up, service B is degraded, and service C is down, the customer status attribute has a value of severe to reflect a service down. If service C is restored to up and B remains degraded, the customer status attribute indicates significant impact to reflect a service degraded. Customer icons within OneClick and the Service Dashboard indicate the value of the customer status attribute. No alarms are associated to changes in customer status. The visual indication is only the icon color.
Each customer model also has a criticality attribute with values ranging from low to high. Similar to the criticality of a service model, all or a portion of the customer models criticality is added to the impact of any resource alarms that are affecting the customers services. This confirms that alarms impacting highly critical customers has a high impact value.
Customer models can be added to customer groups. The customer group model provides a way to organize similar customers. The condition of a customer group can be equivalent to the worst status of all customers within the group. No alarms are associated to condition changes for the customer group model, the only visual indication is icon color.
Customers and customer groups you create appear under the Customers tab in the Service Editor, in Service Dashboard, and in OneClick under Service Management in the Navigation panel.
Create a Customer
A customer identifies a person or an organization that is associated with a service, an SLA, or both. In addition to the Criticality and Security String parameters included for all CA Spectrum models, it includes customer identity and contact information and other fields in which you can enter additional information.
Follow these steps:
  1. Click the Customers tab.
    A list of customers that are created in Service Manager appears.
  2. Click Create Customer.
    The Create Customer dialog appears.
  3. Complete the required fields (denoted by asterisks).
  4. (Optional) Specify the customer group (using the Customer Group tab) to which you want to add the customer and click Create.
    The customer is created.
Customer Criticality and a Service’s Outage Alarm Priority
A customer criticality is factored into the impact calculation of any alarms that cause a service outage for one of the customer services. For example, Customer A has a Medium criticality value of 15 and Customer B has a Low criticality value of 5 and both Customer A and B are associated to services that have high criticality values and are down.
The root cause alarm for the outage on Customer A service has an increased impact of + 30 for the service and + 15 for the customer. The root cause alarm for Customer B service has an increased impact of +10 for the service and +5 for the customer.
Because Customer A has a higher criticality value, the alarms that affect Customer A service have a higher impact. Although both example alarms affect high criticality services, the root-cause alarm that affects Customer A service has a higher impact values. If the alarm view in OneClick is ordered by alarm impact, the alarm affecting Customer A can appear higher in the alarm table.
Create a Customer Group
Service Manager lets you organize customers in groups in any way that meets your requirements for tracking and managing customers.
Follow these steps:
  1. Click the Customers tab and click Create Group.
    The Create Customer Group dialog appears.
  2. Enter a Customer Group Name, the landscape where you want to create the group, and, optionally, a security string.
  3. Under Group Location, select the group in which you want the new customer group saved.
    By default, Service Manager saves all customers and customer groups under the customer manager model on the landscapes where the customer model or customer group model exists.
  4. Click Create.
    The customer group is created.
Edit Customer Settings
You can edit customer settings as required.
Follow these steps:
  1. Click the Customers tab, select the customer that you want to edit, and then click Edit.
    The Edit Customer dialog appears.
  2. Modify the settings:
    • Under the Contact Information tab, you can edit all contact information except the landscape where the customer was created.
    • Under the Customer Group tab, you can move the customer to a new location.
    Click OK.
    The customer settings are edited.
Edit a Customer Group
You can edit customer group settings as required.
Follow these steps:
  1. Click the Customers tab, select the customer group that you want to edit, and click Edit.
    The Edit Customer Group dialog appears.
  2. Modify the settings.
    You can modify the group name and security string. You cannot modify the landscape where the group was created.
  3. Click OK.
    The customer group is edited.
Move a Customer or a Customer Group
As your customer list grows, you can reorganize your customers and customer groups by moving them from their current locations to new locations. When you move a customer group, you also move its customers with it.
Follow these steps:
  1. Click the Customers tab, select the customer or customer group you want to move.
  2. Drag and drop the customer or customer group to the new location.
    The customer or customer group is moved.
Delete a Customer or a Customer Group
You can delete customers and customer groups you no longer use. When you delete a customer group, you can select to delete or retain its customers.
Follow these steps:
  1. Click the Customers tab, select the customer or customer group you want to delete, and then click Delete.
    If you are deleting a customer group, you are prompted to retain the group customers or delete them with the group.
  2. Respond to the confirmation message that appears to complete the deletion.
    The customer or customer group is deleted.
Associate a Service or an SLA with a Customer
Service Manager lets you associate customers with services and SLAs. Verify the following benefits:
  • You can track services and SLAs associated with customers in Service Dashboard, Service Editor, and OneClick
  • You can generate service and SLA reports about specific customers with CA Spectrum Report Manager.
Follow these steps:
  1. Click the Customers tab, select the customer that you want to associate with a service or SLA.
  2. Click the Services or SLAs tab and click Select Customer Services or Select Customer SLAs.
    The Select Services or Select SLAs dialog appears.
  3. Move the services or SLAs you want to associate with the customer from the Available Services or Available SLAs list to the Customer Services or Customer SLAs list (Do the opposite to remove services or SLAs).
  4. Click Ok,
    The service or SLA is associated with the customer.
Only the real-time health of services impact the status of associated customers. The customer status attribute indicates the real-time status of a customer in terms of any impacted services. Changes to the SLA status of SLA models associated to a customer does not alter the customer models status as the SLA status does not indicate a real-time value.