Introducing IBM Tivoli service level advisor / [Edson Manoel ... et al.].

Format:

Book

Contributor:

Manoel, Edson.

Series:

IBM redbooks.

Redbooks

Language:

English

Subjects (All):

Information technology--Management.

Information technology.

Service-level agreements.

IBM Tivoli service level advisor.

Physical Description:

xxii, 440 p. : ill.

Edition:

1st ed.

Place of Publication:

[San Jose, Calif.?] : IBM International Technical Support Organization, 2002.

Language Note:

English

Contents:

Front cover

Contents

Figures

Tables

Notices

Trademarks

Preface

The team that wrote this redbook

Become a published author

Comments welcome

Part 1 All about IBM Tivoli Service Level Advisor

Chapter 1. Introduction

1.1 Overview

1.2 IT Services

1.3 Service Delivery

1.4 Ensuring service quality

1.5 Service Level Management

1.6 Why bother with Service Level Management

Chapter 2. IBM Tivoli Service Level Advisor general overview

2.1 Overview of IBM Tivoli Service Level Advisor

2.2 IBM Tivoli Service Level Advisor components

2.2.1 ITSLA Task Drivers

2.2.2 ITSLA Server

2.2.3 ITSLA Reports Server

2.2.4 ITSLA Database Server

2.2.5 Tivoli Enterprise Data Warehouse Server

2.2.6 Tivoli Enterprise Data Warehouse Control Center

2.2.7 IBM Console Server

2.2.8 ITSLA ETL programs

2.3 Important ITSLA concepts and terminology

2.4 A glimpse into Tivoli Enterprise Data Warehouse

2.5 IBM Tivoli Service Level Advisor Target ETLs

2.5.1 ITSLA Registration ETL

2.5.2 ITSLA Process ETL

2.6 The SLA Management process of ITSLA

2.6.1 Step 1: Define and agree on Service Level Agreements

2.6.2 Step 2: Select applications for source data

2.6.3 Step 3: Populate the ITSLA Database

2.6.4 Step 4: Define schedules and create offerings

2.6.5 Step 5: Define customers and create orders

2.6.6 Step 6: Populate the ITSLA Measurement Data Mart database

2.6.7 Step 7: Evaluate data for violations and trends

2.6.8 Step 8: Notification of SLA violations and trends

2.6.9 Step 9: Access SLA reports

2.7 Applications providing measurement data

2.7.1 Becoming an ITSLA-enabled application

Chapter 3. Implementation planning

3.1 IBM Tivoli Service Level Advisor data flow

3.2 Planning for supporting applications

3.2.1 IBM WebSphere Application Server.

3.2.2 IBM DB2 Universal Database Enterprise Edition

3.2.3 Tivoli Enterprise Data Warehouse

3.3 Planning for IBM Tivoli Service Level Advisor

3.3.1 Physical considerations

3.3.2 Architecture considerations

3.3.3 Planning considerations for source applications

3.4 Planning for event notification

3.4.1 SNMP Trap notification

3.4.2 TEC Event notification

3.4.3 E-mail notification

3.5 Planning worksheets

Chapter 4. Getting IBM Tivoli Service Level Advisor up and running

4.1 Example scenario

4.2 Setting up the TEDW Server machine

4.2.1 IBM DB2 UDE Server for UNIX installation

4.2.2 TEDW Central Warehouse and TEDW Data Mart installation

4.3 Setting up the ITSLA Database Server machine

4.3.1 Creating the ITSLA Databases

4.4 Setting up the TEDW Control Center machine

4.4.1 IBM DB2 UDE Server for Windows installation

4.4.2 Tivoli Enterprise Data Warehouse Control Center installation

4.4.3 ITSLA ETL programs installation

4.4.4 Source ETLs installation

4.4.5 TEDW Control Center basic configuration

4.4.6 Configuring the ODBC connections

4.5 Setting up the ITSLA Server machine

4.5.1 IBM DB2 Client installation on AIX

4.5.2 Cataloging the ITSLA Databases

4.5.3 TEDW Reports Interface installation

4.5.4 ITSLA Server component installation

4.5.5 ITSLA Task Drivers installation

4.6 Setting up the ITSLA Reports machine

4.6.1 IBM WebSphere installation and configuration

4.6.2 ITSLA Reports Server installation

Chapter 5. Administering IBM Tivoli Service Level Advisor

5.1 Source ETLs management

5.1.1 ETL Warehouse Target and Sources configuration

5.1.2 Schedule and run Source ETL

5.2 Target ETLs management

5.2.1 Registration Target ETL management

5.2.2 Process Target ETL management

5.3 User creation and management.

5.3.1 IBM SLA Console user management

5.3.2 ITSLA Report users management

5.4 Management of ITSLA components

5.4.1 Management of offerings

5.4.2 Management of orders

5.5 Timing considerations for the ITSLA environment

5.5.1 Scheduling ETLs

5.5.2 ITSLA evaluation schedule and time zone considerations

5.6 Trace and message log files

5.6.1 Handler configuration

5.6.2 Message log files management

5.6.3 Trace log files management

5.7 Startup and shutdown procedures

5.7.1 IBM Tivoli Service Level Advisor components startup

5.7.2 ITSLA components shutdown

5.8 Backup and restore of ITSLA

5.8.1 Backing up the ITSLA environment

5.8.2 Restoring the ITSLA environment

Chapter 6. Service level Reports with ITSLA

6.1 Logging into Reports

6.1.1 Default Reports users

6.1.2 The Ranking algorithm and categories

6.2 Using Reports

6.2.1 Reporting categories

6.2.2 Viewing Reports using different search criteria

6.2.3 Additional features of Reports

6.3 Administrating Reports users

6.3.1 Creating Reports users

6.3.2 Listing and deleting Reports users

6.3.3 Disabling Reports user authentication

6.4 Reports customization

6.4.1 Integrating Reports with existing Web sites

6.4.2 Customizing the appearance of Reports

6.4.3 Alternative methods for authenticating users

6.5 Viewing Reports with third-party software

6.5.1 Using BrioQuery Designer with Reports

6.5.2 Viewing Reports using Seagate Crystal Reports

6.5.3 Using BusinessObjects with Reports

Chapter 7. Performance maximization techniques

7.1 Initial considerations

7.2 ITSLA Database Server tuning considerations

7.3 IBM DB2 Performance tuning considerations

7.3.1 Small environments

7.3.2 Medium environments

7.3.3 Large environments

7.4 IBM WebSphere performance tuning.

7.5 IBM HTTP Server performance tuning

7.6 Presentation Services Web Console tuning

7.6.1 Medium environments

7.6.2 Large environments

7.7 Operating system performance tuning

7.7.1 Windows environments

7.7.2 AIX environments

Chapter 8. Troubleshooting the ITSLA

8.1 IBM DB2 Universal Database Enterprise Edition

8.1.1 Installation and configuration

8.1.2 Databases creation

8.1.3 Administration issues

8.1.4 Important initial IBM DB2 commands

8.2 Tivoli Enterprise Data Warehouse

8.2.1 TEDW installation and configuration

8.2.2 TEDW administration issues

8.3 IBM WebSphere Application Server

8.3.1 Installation and configuration issues

8.3.2 Administration issues

8.4 IBM Tivoli Service Level Advisor

8.4.1 Installation issues

8.4.2 Configuration issues

8.4.3 Administration issues

8.4.4 Un-installation issues

8.5 IBM Console

8.5.1 Logon problems (UNIX platforms)

8.5.2 Administration problems

8.6 TEDW Source ETLs

8.6.1 Installation issues

8.6.2 Configuration issues

8.6.3 Administration issues

8.7 IBM Tivoli Service Level Advisor Reports

8.7.1 Accessing Reports

8.7.2 Administration issues

8.7.3 Workarounds for ITSLA Reports

Part 2 Appendixes

Appendix A. Hints and tips for un-installing ITSLA

Un-installing the ITSLA core components

Un-installing ITSLA Task Drivers

Un-installing ITSLA Reports

Un-installing ITSLA Server

Un-installing the ITSLA Target ETL programs

Remove the ITSLA Databases

Un-installing the support applications

Appendix B. Service Management according to the ITIL

The ITIL

Service Management

Service Delivery disciplines

Capacity Management

Availability Management

Cost Management

Contingency Planning

Service Level Management

Measuring service quality

The role of Service Level Management.

The objectives of Service Level Management

Specifying service levels

Service Support disciplines

Configuration Management

Help Desk

Problem Management

Change Management

Software Control and Distribution

Appendix C. IBM Tivoli Service Level Advisor Databases

The ITSLA Database

The ITSLA Measurement Data Mart database

Appendix D. Command reference

Introduction to the ITSLA CLI

General usage overview

Default bundles

Basic CLI commands

Useful commands for ITSLA

ETL commands

Offering and order commands

Escalation commands

Appendix E. Source ETLs

Introduction to the Source ETLs

IBM Tivoli Business Systems Manager

TBSM Source ETL objective

TBSM Source ETL process description

TBSM Source ETL measurement types

IBM Tivoli Enterprise Console

TEC Source ETL objective

TEC Source ETL processes descriptions

TEC Source ETL measurement types

IBM Tivoli Monitoring for Transaction Performance (TWSM)

TWSM Source ETL objective

TWSM Source ETL processes description

TWSM Source ETL measurement types

IBM Tivoli Distributed Monitoring (DM)

DM Source ETL objective

DM Source ETL processes descriptions

DM measurement types

Abbreviations and acronyms

Related publications

IBM Redbooks

Other resources

Referenced Web sites

How to get IBM Redbooks

IBM Redbooks collections

Index

Back cover.

Notes:

"July 2002."

"This edition applies to the IBM Tivoli service level advisor, version 1.1, and Tivoli enterprise data warehouse, version 1.1 products"--T.p. verso.

"SG24-6611-00."

Includes bibliographical references (p. 429-430) and index.

OCLC:

560313374