EMS Monitor Configuration Items (EMS Monitor CIs) for the monitored Service Manager system are created in BSM, based on the information sent by the SiteScope Service Manager Monitor. Either new Business Service CIs with child EMS Monitor CIs are created or new EMS Monitor CIs are created and attached to existing Business Service CIs. Status for these CIs can be viewed in Service Health in the "Business Services", "ServiceCenter", and "Service Measurements" views. The CIs are also available to add to service agreements in Service Level Management.
The data for each EMS Monitor CI is updated by the incoming event samples from SM. This information is used by the new incident-based KPIs in Service Health and Service Level Management.
In Service Health, the Number of Opens Incidents KPI can be viewed using the Business Services view. This allows support to have visibility to the number of open incidents on a business service CI and also receive alerts based on the number of open incidents as well as from other operational KPIs.
System incident information can be included in service agreements by adding the relevant Business Service CI, or its child EMS Monitor CI, to a service agreement in Service Level Management. When the CI is added to an agreement, the following serviceability KPIs are automatically attached to the EMS Monitor CI.
- MTTR - The "Mean Time to Repair" KPI provides information on the percentage of incidents whose repair time was within a specified threshold during a time period.
- MTBF - The "Mean Time Between Failures" KPI provides information on the average time span when there were no open incidents for a business service during a time period.
- MTBSI - The "Mean Time Between System Incidents" KPI provides information on the average time span between the opening of one incident to the opening of the next incident during a time period.
In Service Level Management, SLAs can be based on these service KPIs (MTTR, MTBF, or MTBSI KPIs) that are calculated based on incident data from SM. This allows the service manager to manage SLAs with both operational (availability, performance, or other KPIs) and serviceability (MTTR, MTBF, or MTBSI) KPIs using Service Level Management.