Monitoring Service Management Components with the Service Dashboard

Contents
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Contents
The Service Dashboard is Service Manager dedicated operational and administrative console. The Service Dashboard includes many of the same operational features as the OneClick Console, but focuses purely on service management components. The service dashboard offers an at-a-glance view to the real-time status of services, SLAs, and customers. Using Service Dashboard, you can also view history outage information, outage trends and summarized service availability.
The Service Dashboard
The Service Dashboard provides a service-centric view of your service management environment. Unlike the OneClick Console, which enforces user security at the data level, the Service Dashboard shows only the service, SLA, and customer models to which you have security access. If you do not have access to a specific model, you can still see explorer and topology icons in the OneClick Console. Within the service dashboard, if you do not have access to a model, that model is absent from all dashboard views. In some circumstances, you can allow the CA Spectrum Administrator to provide the service dashboard to specific CA Spectrum users to view only the appropriate service and SLA components.
Using the Service Dashboard, you can navigate to your service management environment through the dashboard explorer and topology panels. Component detail information for services, SLA, and customer models is equivalent to that available in OneClick with the addition of some new panels which display outage history and SLA/Guarantee trend information.
Unique to the Service Dashboard is the service topology view. The semi-customizable topology icons indicate service health. The topology icons are expandable and provide navigation to lower layer services. You can edit and annotate the topology view for those service hierarchies you create.
Open the Service Dashboard
You can use various methods to open the Service Dashboard.
 You must have Service Manager license privileges to access the Service Dashboard.
Follow these steps:
  1. Take
    one
    of the following steps:
    • Click the Service Dashboard link on the OneClick home page.
    • Click Tools, Utilities, Service Dashboard, from the main menu.
    • Right-click Service Manager in the Navigation panel and select Utilities, Service Dashboard in the OneClick Console.
    The following image shows the areas of the Service Dashboard you work with to monitor service components.
    SPEC--service_dashboard
The Service Dashboard interface includes three main information panels that you work with to monitor your organizations services management components:
  • Navigation Panel
    Displays components in a hierarchical folder structure. It provides the following options:
    • Explorer tab
      Lets you select the component that you want to view in the Contents panel and the Component Details panel. It groups components by services, SLAs, and customers. The explorer tab in the service dashboard condenses all landscapes into a single tree. You can notice that services which reside on different landscapes are all organized into the same services folder. This tab allows you to view your service management implementation without consideration of how many SpectroSERVER are deployed.
    • Locater tab
      Lets you search for the services, SLAs, or customers you want to view in the Contents panel. For example, can specify a particular component name or you can specify all components from a service management component category.
  • Contents Panel or Topology Panel
    Displays summary information about the status of components you specify in the Navigation panel. You can select Topology and List views of service management components that are selected in the Navigation panel. The panel topology view provides basic editing tools that you can use to arrange component icons, create basic shapes in the view, and annotate the view.
    Note:
    Only the topology of user created hierarchies can be edited. Specifically the topology of the top tier folder that is named Services cannot be edited. This folder is comprised of multiple landscapes, and is shared among users. Given the variability in user access it would not be practical to allow topology editing to the top tier services topology.
  • Component Detail Panel
    Displays detailed information about components that are selected in the Navigation or Contents panels. Tables and sub-view available in the Component Detail panel contains service configuration information and real-time and historical outage information.
Topology and List Views in the Contents Panel
The Contents Panel contains a Topology and List view. The topology view provides expandable icons which indicate the real-time status of each service management component. The List view provides a table of service component models and specific attribute data. When a model is selected in the navigation panel, both the List and Topology views show the selected models children. If the selected model has no logical children, the List and Topology views show the selected model as contained by its parent.
The List view is the default view for component results that are found through the Locater tab. You can specify a List view for components that are selected from the Explorer tab.
The Component Details panel displays comprehensive information about the component that is selected in the Contents panel.
To display a List view of a service management component group that is selected in the Explorer tab, click the List tab in the Contents panel, as shown in the following image:
SPEC--list_view
Explorer Folders and Topology Icons
The service dashboard does not display the service hierarchy about the landscapes where the models reside. Within the service hierarchy, you can see only the parent/child relationships of their service models. Within the OneClick Console, a service can appear as a top tier service directly under the service manager model on its landscape. If the service is a child of a service on another landscape, it can be seen in the dashboard only as a child, and not as both a child and top tier service. This behavior has changed from earlier releases of Service Manager in which the service would have appeared both directly under the Services folder and a child of the other service.
If a service management component displayed in the Explorer tab of the Navigation panel has a (+) next to it, this behavior indicates that the model or folder has one of more children. If you select a model, the List or Topology view displays the child models.
Icons within the topology view can also have (+) displayed in the icon itself. This behavior indicates that the model has children, click the plus sign (+) to expand and show a table of the associated child models.
For example, click the plus sign (+) next to a folder in the Navigation panel or on an icon in the Contents panel, or double-click a folder or icon:
SPEC--plus_sign_navigation_panel
For example, click the plus sign (+) on an icon in the Contents panel and then click a component from the drop-down list:
SPEC--plus_sign_contents_panel
Status Indicators
The top-level service management component icons -- Services, SLAs, and Customers -- indicate the most severely affected corresponding top-level category for each landscape. If the Services icon is red, it indicates that the service manager model (Services) in at least one landscape has a Condition of critical.
The following table describes service component icon colors, and the associated state attribute values:
Color
Service
SLA
Customer
Green
Normal
Unaffected
Not Impacted
Yellow
Slightly Degraded
Compliant
Slightly Impacted
Orange
Degraded
Warned (at risk)
Significantly Impacted
Red
Down
Violated
Severely Impacted
Access Information about a Service Management Component
When you select a service management component from the Navigation panel or the Contents panel, the Service Dashboard Component Detail panel displays detailed information about it.
Follow these steps:
  1. To access information in the Component Detail Panel, navigate to a model from either the Navigation or Contents views.
  2. When the model is selected the Component Detail panel contains the following tabs:
    • Information tab
      Displays detailed information about any service management component (customers, services, SLAs, guarantees). Contains a number of sub-view each with detailed configuration information or historical data.
    • Outage History tab
      Displays the outage history for the last 31 days for the selected service.
    • Current Outages tab (service and customer models only)
      Displays information for any current service outage, including the cause of the current outage, assignment, trouble ticket ID, and status note of root cause alarm.
    • Trending tab (SLAs and guarantee models only)
      Displays accumulated outage time for a guarantee and a trend line to indicate the probability for the guarantee to become warned or violated within the current SLA period.
      The following shows an example of a trend chart:
    SPEC--trending_tab
Service Dashboard Interface Management
To show and hide Service Dashboard panels and the Status bar, select the interface component to display from the View menu, or clear the interface component to hide. The following image shows that the Component Detail panel has been deselected and is not included in the Dashboard interface:
SPEC--show_hide_scr
To dock and undock Dashboard panels, which include the Navigation, Content, and Component Detail panels and Component Detail information panels, click the Dock/Undock icon. The following image shows and example of Docking/Undocking icon locations (circled). An undocked panel includes many of the same interface controls and options available from the main Service Dashboard.
SPEC--dock_undock
Locate Service Management Components
You can use the Dashboard Locater tab to display those service management components you specify, in the Contents panel and Component Detail panel.
Follow these steps:
  1. Click the Locater tab in the Navigation panel.
  2. Expand the customers, services, or SLAs folder from which you want to locate a component.
  3. Specify whether to locate all components or a particular component from the selected component category:
    • Select All and click SPEC--launchsearch_ICO to locate all components.
      SPEC--searching_all_components
      The Select landscape to search dialog appears.
      Specify the landscape that you want to search and click OK.
    • Select By Name and click SPEC--launchsearch_ICO to locate a specific component.
      SPEC--search_specific_component
      The Search dialog appears.
      Enter the component name in the Model Name field and click OK.
      To specify which landscapes to search, click the Landscapes button to open the Select Landscapes to Search dialog.
    Results are displayed in the Contents panel.
Print Dashboard Views
Service Dashboard lets you print content from the Explorer and Locater tabs. You can also print the content from the Topology and List tabs. The Results view in the Contents panel and the Information view of the Component Details panel can be printed.
Follow these steps:
  1. Click File, Print.
    The Print dialog appears.
  2. Select the content that you want to print, and click OK.
Export Dashboard Views
Service Dashboard lets you save content from the Contents panel in multiple formats, using the export function.
You can export to a PNG (portable network graphics) format from the Explorer tab Topology view.
You can export to CSV (comma-separated values - spreadsheet compatible), text, and HTML formats from the Explorer tab List view and the Locater tab Results view.
Follow these steps:
  1. Click SPEC--export_ICO.
    The Save As dialog appears.
  2. Select an available format and click Save.
    The dashboard view is exported.
Use the Service Dashboard Editing Tools
The Service Dashboard editing tools let you customize the topology views for Service, SLAs, and Customer Groups. Only the topology views of user created models can be edited. You cannot edit the topology views of the top tier service management folders.
You can perform the following tasks:
  • Arrange component icons.
  • Create basic shapes (rectangles, ovals) and lines.
  • Enter annotations.
  • Modify annotation text color, font, style, and size.
  • Modify the topology view background color, grid dimensions (which you can use to align and resize shapes and lines), and size.
Follow these steps:
  1. Click the Edit Mode icon in the Content panel Topology view, as shown in the following image:
    SPEC--topology_tab_scr
    The Topology view changes to editing mode and the editing toolbar appears. You can invoke a description of an editing tool by holding the cursor over the icon for the tool. The editing tools are a subset of tools available for editing the OneClick topology, and function in the same mapped.
    Icon placement can be done either in tiled format or in custom format by selecting and dragging icons.
    SPEC--service_dashboard_editing_tools
  2. Edit the view as required and click Save.