Integration with BSM

This section describes the integration, contexts, KPIs, Metrics, and reports associated with the integration with the Business Service Management data source.

Note Information about the ALT data source and more general content issues are detailed in the Content Reference Guide.

ClosedTo access:

Select ADMIN > Data Management > Connect Data Source then click Add data source and select BSM to activate the integration processes for the BSM data source.

ClosedContent Packs and their functionality

To learn about Content Packs and their functionality, see Data Management - Connect the Data Sources in the

ClosedImportant Information

  • BSM supports multiple instances of the Content Pack.

  • DCS Integration: An extractor using the Data Collection Service mechanism that extracts entities from the source and generates corresponding flat files. For details, see Data Collection Service (DCS) .

    • BSM

    • UCMDB

    • GDE

  • All fields are case-sensitive.

  • If you work with ITFM, this data source is not supported. When you activate this data source, the ITFM application displays No data.

  • The BSM server must be configured to allow basic authentication.

ClosedActivate the Integration

Business Service Manager (BSM) can provide valuable information about Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Services and their operational status.

BSM provides comprehensive IT service availability and performance management. BSM directly associates business services with their underlying applications, infrastructure, and network components to help you analyze and report the business service impact of IT problems and reduce the potential costs of IT service downtime and staff inefficiencies.

The purpose of the integration of BSM as a data source is to bring Business Service Management information into the Data Warehouse.

The integration uses DCS extractors for integration into the Data Warehouse.

  1. Prerequisite: When using BSM 9.22, make sure you create an RTSM user via the JMX. For details, see the Create an Integration User section in the RTSM Developer Reference in BSM documentation.

    Check the supported versions .

  2. Make sure you have an RTSM user configured for integration with BSM.

  3. Synchronize BSM first day of the week with Data Warehouse first day of the week:

    In Data Warehouse, the first day of the week is set in the Post- Install wizard, and the Period tool is using it as an input to build PERIOD_DIM days, weeks, months, and more, as well as relevant hierarchies.

    After the administrator has installed Data Warehouse, the administrator selects the cooperation first-day-of-week. If the data source has a different first-day-of-week definition, the administrator should be aware that for weekly periodicity, the linkage to the period key uses the Data Warehouse week definition and not the data source week definition.

    If the first-day-of-week definition in BSM and in Data Warehouse are different and you want full alignment, it is recommended to change the Infrastructure Settings in BSM and then to run the SLAs re-calculation to align BSM data. For details, see BSM documentation.

    Note

    • It is strongly recommended to create a dedicated Data Warehouse integration user in BSM.

    • The user default time zone in BSM is expected to match the time zone of BSM server.

    • Changing the user time zone after integration may cause data loss.

  4. Select ADMIN > Data Management > Connect Data Source then click Add data source.

  5. The Add Data Source page opens. Select the BSM data source type.

  6. Select or enter the configuration parameters.

  7. Click Next to proceed to the validation page.

Note

  • Before reactivating the BSM data source, click Edit Settings and enter the RTSM Username and RTSM Password.
  • There is a discrepancy in the status time display between ETL runs when BSM has a different time zone than the BSM server.

ClosedConnect to BSM on a Secured Connection

  1. Export the BSM SSL certificate to a file. For details, see the BSM Hardening Guide available in the HPE Software Support Online web site (https://softwaresupport.hp.com/group/softwaresupport/home).

  2. Reveal the BSM certificate to Data Warehouse as follows:

    Import the SSL certificate trusted by the BSM server into the JDK key store using a tool provided by the JDK called keytool.exe and run the command :
    $HPBA_Home/jdk/jre/bin/keytool -importcert -alias <alias> -file <file> -keystore
    %HPBA_Home%/jdk/jre/lib/security/cacerts -trustcacerts

    Note The default password for JVM keystore is a 'changeit'. If this password wasn't changed before, use the default keystore password for certificate import.

  3. Restart the ITBA server to activate the BSM certificate.

  4. Select Is secured in the activation parameters page.

  5. Change the port to a secured port (default is 443).

ClosedSupporting data-queries for large BSM instances

The BSM web server has a results limit per request set at 1000 results. If the request has the parameters of startDate and EndDate, the BSM extractor divides the period interval in half when the server response overflows. This is repeated until it meets the Max Scope In Second. The overflow procedure stops if the period interval is smaller or becomes smaller than the Max Scope In Second.

The default value of Max Scope In Second is 3600. It can be reset using the DatasourceGenericProperty PropertyName: maxScopeInSecond

ClosedModify the XLSs:

Status and MeasureTypes values are loaded from an external source using .XLS which is found in the user-configured external-sources directory. These .XLS files can be modified to reflect different values. The .XLS files already contain data regarding out-of-the box statuses and KPI types supported by BSM. In SLM and Dashboard applications, if your system uses non- default KPI types or statuses, modify the files to include these values before running your ETL.

Note XLS modification only applies to Service Status. It is not relevant for Application Status which is extracted from the BSM KPI Dashboard by the DCS Extractor.

ClosedConsolidate Between BSM and UCMDB

If you are integrating the BSM and UCMDB data sources, Business Services, Business Application, and Infrastructure Services are automatically consolidated between BSM and UCMDB during ETL.

Note To enable the consolidation between BSM and UCMDB, make sure you synchronize them each time before you run the ETL.

ClosedIntegrate BSM and APM

Application Performance Management (APM) is a comprehensive business service and application management solution that monitors the health of your business services and applications from the point of view of the consumers of those services – the business, its customers and its partners. APM data is gathered from BSM through the FBI extractor.

Note For advanced configuration of DCS Properties, Data Collection Service (DCS)

ClosedConfigure GDE Properties

In certain cases you may have to configure the following GDE properties for BSM. Navigate to:
$HPBA_Home/ContentPacks/BSM/gde

  • maxGdeQueryLength: The maximum length which is allowed for GDE query in order to prevent data overload. This should be lowered only for testing. Any length above the default (4000) is not supported by the GDE.

  • maxNumberOfApplications: The maximum number of applications from which the data is extracted by one GDE query. The default is 50. The set of all the applications whose data is required for the ETL, is stored in the staging database in dws.BSM_BUSINESS_APPLICATION_PPRCS, according to instruction. If for the relevant instructions, the number of applications exceeds the specified maxNumberOfApplications, the GDE query is divided into more than one query.

  • maxNumberOfThreadsPerEntity: The maximum number of threads which can handle the same entity simultaneously. The default number is 5.

  • maxPageSize: The maximum of number of rows that each request can contain. It should be the same as the BSM Maximum Rows setting (Infrastructure Settings Manager > Generic Data Engine Open API > Maximum Rows). The number should be equal or greater than the value of maxNumberOfApplications. The default number is 2000.
ClosedModify the default list of KPIs extracted from BSM

The Status.xls or MeasureType.xls workbooks include the list of KPIs that are extracted from Business Service Management and imported into BA. You can modify the KPI or you can add other KPIs from the Business Service Management data source to the Status.xls or MeasureType.xls workbooks.

This workbook is used by the ETL process to obtain external data for Status indicators.

The list of out-of-the-box KPIs imported from each relevant data source is included in an .XLS file located at 
<$HPBA_Home/DataWarehouse/ExternalSources/.

To modify or add KPIs:

  1. Access the Status.xls or MeasureType.xls workbooks and modify them according to its specific instructions if available. More details about the workbooks are provided below.
  2. Rerun the relevant ETL. For details, see Data Management - Run ETL - Content Flow Management
  3. Activate the integration. For details, see Data Management - Connect the Data Sources
ClosedStatus.XLS

Data can be entered into the DATA sheet in multiple ways. This workbook can be replaced by a direct export of data to an excel sheet from a database. Data can also be entered manually into the DATA tab/sheet.

The first sheet in this workbook must contain the data to be processed and should be named 'DATA'. The ETL to process this workbook requires an accumulative dataset, which is a sheet that contains all rows from the beginning of the process.

An example of Status.XLS is displayed below.

SOURCE_PRIMARYKEY SOURCE_NAME SOURCE_STATUS_NAME TARGET_STATUS_NAME TARGET_STATUS_CODE DESCRIPTION
-1 BSM_SLA_STATUS info none 9999  
-2 BSM_SLA_STATUS none none 9999  
-3 BSM_SLA_STATUS stop none 9999  
-4 BSM_SLA_STATUS downtime none 9999  
20 BSM_SLA_STATUS Exceeded ok 20  
15 BSM_SLA_STATUS Met warning 15  
10 BSM_SLA_STATUS Minor Breached minor 10  
5 BSM_SLA_STATUS Breached major 5  
0 BSM_SLA_STATUS Failed critical 0  
-1 BSM_KPI_STATUS info none 9999  
-2 BSM_KPI_STATUS No Data none 9999  
-3 BSM_KPI_STATUS stop none 9999  
-4 BSM_KPI_STATUS downtime none 9999  
20 BSM_KPI_STATUS OK ok 20  
15 BSM_KPI_STATUS Warning warning 15  
10 BSM_KPI_STATUS Minor minor 10  
5 BSM_KPI_STATUS Major major 5  
0 BSM_KPI_STATUS Critical critical 0  

Where:

  • SOURCE_PRIMARY_KEY Column. The unique key of the Status Indicator from your source application. Data Type: INT. Required.
  • SOURCE_NAME Column. The source application designator (BSM_SLA_STATUS, BSM_KPI_STATUS). Data Type: TEXT(10). Required.

  • SOURCE_STATUS_NAME Column. The name of the STATUS as it appears in the source. Data Type: TEXT(100). Required.

  • TARGET_STATUS_NAME Column. The data in this column becomes the logical key for STATUS. Therefore, each name must be unique. This column is also populated into the STATUS_NAME column in the STATUS_DIM target table. Data Type: TEXT(60). Required.

  • TARGET_STATUS_CODE Column. A numeric code for the Status. Data Type: INT. Not required.

  • DESCRIPTION Column. A detailed description of the status meaning. Data Type: TEXT(1024). Not required.

ClosedMeasureType.XLS

The MeasureType.xls includes the list of Measure Types that are extracted from BSM  and imported into BA. You can modify the Measure Types or you can add other Measure Types from the data sources to the MeasureType.XLS file.

This workbook is used by the ETL process to populate Measure Types.

Data can be entered into the DATA sheet in multiple ways. This workbook can be replaced by a direct export of data to an excel sheet from a database. Data can also be entered manually into the DATA tab/sheet.

The first sheet in this workbook must contain the data to be processed and should be named 'DATA'. The ETL to process this workbook requires an accumulative dataset, which is a sheet that contains all rows from the beginning of the process. An example of MeasureType.XLS is displayed below.

SOURCE_PRIMARYKEY SOURCE_NAME SOURCE_MEASURE_NAME TARGET_MEASURE_NAME TARGET_MEASURE_DESC
1 BSM_KPI Legacy System Legacy System  
6 BSM_KPI Application Performance Application Performance  
7 BSM_KPI Application Availability Application Availability  
11 BSM_KPI RT Impact RT Impact  
13 BSM_KPI OT Impact OT Impact  
15 BSM_KPI Software Availability Software Availability  
215 BSM_KPI PNR PNR  
300 BSM_KPI Siebel Siebel  
301 BSM_KPI Siebel Errors Siebel Errors  
302 BSM_KPI Transactions Transactions  
303 BSM_KPI Locations Locations  
304 BSM_KPI Siebel Sessions Siebel Sessions  
305 BSM_KPI SAP SAP  
306 BSM_KPI SAP Alert SAP Alert  
307 BSM_KPI Security Security  
308 BSM_KPI Network Availability Network Availability  
400 BSM_KPI Throughput Throughput  
600 BSM_KPI Backlog Backlog  
601 BSM_KPI Duration Duration  
602 BSM_KPI Business Impact Business Impact  
615 BSM_KPI Operational Status Operational Status  
620 BSM_KPI Business Health Business Health  
630 BSM_KPI Efficacy Efficacy  
631 BSM_KPI Business Performance Business Performance  
1001 BSM_KPI System Availability System Availability  
1002 BSM_KPI System Performance System Performance  
1003 BSM_KPI SiteScope Health SiteScope Health  
1050 BSM_KPI Volume Volume  
1075 BSM_KPI Software Performance Software Performance  
1077 BSM_KPI Network Performance Network Performance  
1310 BSM_KPI Exceptions Exceptions  
1311 BSM_KPI Value Value  
1312 BSM_KPI Failures Failures  
1313 BSM_KPI Delays Delays  
1500 BSM_KPI Generic Generic  
2600 BSM_KPI Number Of open Incidents Number Of open Incidents  
10004 BSM_KPI Unresolved Events Unresolved Events  
10005 BSM_KPI Unassigned Events Unassigned Events  
100 BSM_SLA_KPI System Availability System Availability  
101 BSM_SLA_KPI Application Availability Application Availability  
102 BSM_SLA_KPI System Performance System Performance  
103 BSM_SLA_KPI Application Response Time Application Response Time  
104 BSM_SLA_KPI Availability Six Sigma Availability Six Sigma  
105 BSM_SLA_KPI Performance Six Sigma Performance Six Sigma  
106 BSM_SLA_KPI Application Performance Application Performance  
107 BSM_SLA_KPI Software Availability Software Availability  
108 BSM_SLA_KPI Software Performance Software Performance  
110 BSM_SLA_KPI User Availability User Availability  
111 BSM_SLA_KPI User Performance User Performance  
115 BSM_SLA_KPI Throughput Throughput  
200 BSM_SLA_KPI Outages Outages  
210 BSM_SLA_KPI Number of Outages Number of Outages  
211 BSM_SLA_KPI Outage Duration Outage Duration  
212 BSM_SLA_KPI Average Outage Duration Average Outage Duration  
213 BSM_SLA_KPI Time between Outages Time between Outages  
214 BSM_SLA_KPI PNR PNR  
220 BSM_SLA_KPI SLM Status SLM Status  
230 BSM_SLA_KPI SLM Week Forecast SLM Week Forecast  
231 BSM_SLA_KPI SLM Month Forecast SLM Month Forecast  
232 BSM_SLA_KPI SLM Quarter Forecast SLM Quarter Forecast  
233 BSM_SLA_KPI SLM Year Forecast SLM Year Forecast  
260 BSM_SLA_KPI Legacy System Legacy System  
261 BSM_SLA_KPI Network Availability Network Availability  
262 BSM_SLA_KPI Security Security  
263 BSM_SLA_KPI Application Application  
264 BSM_SLA_KPI Network Performance Network Performance  
604 BSM_SLA_KPI Business Impact Business Impact  
605 BSM_SLA_KPI Duration Duration  
606 BSM_SLA_KPI Value Value  
607 BSM_SLA_KPI Duration Status Percentage Duration Status Percentage  
608 BSM_SLA_KPI Value Status Percentage Value Status Percentage  
609 BSM_SLA_KPI Exceptions Exceptions  
610 BSM_SLA_KPI Failures Failures  
611 BSM_SLA_KPI Delays Delays  
612 BSM_SLA_KPI Backlog Backlog  
632 BSM_SLA_KPI Business Performance Business Performance  
634 BSM_SLA_KPI Business Throughput Business Throughput  
3600 BSM_SLA_KPI MTTR MTTR  
3601 BSM_SLA_KPI MTBF MTBF  
3602 BSM_SLA_KPI MTBSI MTBSI  
2122 ALT_SLA_KPI Incident Response Time Incident Response Time  
2123 ALT_SLA_KPI Change Response Time Change Response Time  
20001 SM_SLA_KPI Uptime Uptime  
20002 SM_SLA_KPI Max Outage Duration Max Outage Duration  
20003 SM_SLA_KPI Incident Response Time Incident Response Time  
20004 SM_SLA_KPI Service Desk Interactions Response Time Service Desk Interactions Response Time  
20005 SM_SLA_KPI Change Requests Response Time Change Requests Response Time  
20006 SM_SLA_KPI Change Tasks Response Time Change Tasks Response Time  
20007 SM_SLA_KPI Problems Response Time Problems Response Time  
20008 SM_SLA_KPI Problem Tasks Response Time Problem Tasks Response Time  
20009 SM_SLA_KPI Service Catalog Response Time Service Catalog Response Time  

Where:

  • SOURCE_PRIMARY_KEY Column. The unique key from your source application. Data Type: TEXT(100). Required.
  • SOURCE_NAME Column. The source application designator (BSM_SLA_KPI, BSM_KPI). Data Type: TEXT(10). Required.

  • SOURCE_MEASURE_NAME Column. The name of the Measure Type as it appears in the source. Data Type: TEXT(100). Required.

  • TARGET_MEASURE_NAME Column. The name of the Measure Type as it will appear in the Data Warehouse. Data Type: TEXT(60). Required.

  • TARGET_MEASURE_DESC Column. A numeric code for the Status. Data Type: TEXT(60). Not required.

  • DESCRIPTION Column. A description of the measure type's meaning. Data Type: TEXT(1024). Not required.

Business Data Model (BDM) Values tab:

MeasureType_Name MeasureType_Code
application_availability application_availability
application_performance application_performance
backlog backlog
business_health business_health
business_impact business_impact
business_performance business_performance
business_throughput business_throughput
delays delays
duration duration
efficacy efficacy
exceptions exceptions
failures failures
locations locations
network_availability network_availability
network_performance network_performance
number_of_open_incidents number_of_open_incidents
ot_impact ot_impact
operational_status operational_status
pnr pnr
rt_impact rt_impact
sap sap
sap_alert sap_alert
security security
sessions sessions
siebel siebel
software_availability software_availability
software_performance software_performance
system system
system_availability system_availability
system_performance system_performance
tasks_in_error tasks_in_error
throughput throughput
transactions transactions
value value
volume volume
planned_changes planned_changes
actual_changes actual_changes
latent_changes latent_changes

ClosedBSM Activation Page

The data warehouse is connected to Business Service Management through high-level integration processes.

Mandatory fields are marked with a red asterisk.

User interface elements are described below:

UI Element

Description
Instance name Enter a name for the data source instance you are activating.
BSM Version

Select the relevant BSM version. For details, see the ..
Time Zone Select the time zone for the data source.
Data Source Type

BSM

This parameter is read only.
Username Enter your username used to log on to the BSM server.
Password Enter your password used to log on to the BSM server.
RTSM Username Enter your username used to log on to the UCMDB server.
RTSM Password Enter your password used to log on to the UCMDB server.
Is Secured Select if the server host is secured.
Port Enter the BSM server port number.
Hostname/IP Address Enter the hostname or IP address of the server on which BSM is installed.
Customer ID

Used for tenant client purposes.

  • For a BSM non-SaaS deployment environment, use the default value 1. If you do not modify this parameter the default is 1.
  • For a SaaS BSM customer, use the SaaS Customer ID. If you do not have this information contact your SaaS environment administrator.

Note For non-SaaS BSM environment, you can check the customer_id and customer_name in UCMDB's JMX: Customer and States Services. Method: showAllCustomers.
Customer Username

Used for tenant client purposes.

  • For a BSM non-SaaS deployment environment, use the default value Default Client. If you do not modify this parameter the default is Default Client.
  • For a SaaS BSM customer, use the SaaS Customer Username. If you do not have this information contact your SaaS environment administrator.

Note For non-SaaS BSM environment, you can check the customer_id and customer_name in UCMDB's JMX: Customer and States Services. Method: showAllCustomers.
Initial Load Period (months) Select the number of months from which you want the initial data loaded.

BSM-Related KPIs and Metrics

The KPIs and Metrics related to the Business Service Management data source are:

Mean Time Between Failures of Services KPI. The average time between service failures.

Mean Time to Repair a Service KPI. This KPI. helps Call Center managers and Service managers identify the top incident categories by their MTTR for the organization. Managers can then assign and train resources to address the state of the organization’s support activities and lead any issues where trends dictate that particular incident categories are more visible whether there are relationships between the trends of difficult issues to address based on their resolution times.

Percentage of Affected End Users by Application Quality The number of users affected by application faults relative to the total number of users during the measurement period.

Percentage of Applications Availability KPI. The number of available applications relative to the total number of applications during the measurement period.

Percentage of Availability of Services KPI. The number of available services relative to the total number of services during the measurement period.

Percentage of Failed Business Transactions The number of failed transactions in all critical applications relative to the total number of transactions in all critical applications during the measurement period.

Percentage of Met Application Performance KPI. The number of critical applications with an Application Performance KPI. with an OK status relative to the total number of critical applications with an Application Performance KPI. with any status.

Percentage of Met Service Performance KPI. The number of periods when service performance was met, relative to the total number of periods included in the measurement period.

Percentage of Met SLAs KPI.

The number of met SLAs relative to the total number of SLAs that are ongoing during the measurement period.

Percentage of Monitored Applications The number of business applications that are monitored relative to the total number of applications

Percentage of Non-Encrypted Traffic KPI. The quantity of non-encrypted traffic relative to the total traffic during the measurement period based on Real User Monitor (RUM) captured data.

Percentage of SLOs Met KPI.

The number of service level objectives for IT process activities that were met, relative to the total number of IT process activities during the measurement period.

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