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User service: concept, configuration and best practices

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1. Objective

The objective of a user service is to do macro supervision (high-level supervision) to ensure that the services used by users: messaging, Internet access, printing, ..., are in working order to be able to quantify this time with availability rates and make commitments.

In order to increase the coherence of the user services it is recommended to define them with the customer before the supervision deployment phase.

The Rules

The status of a user service is defined in relation to the statuses of the elements that make it up and according to the rules listed below:

  • If a SU with at least one blocking relationship component is Out of Use/DOWN/CRITICAL, then it is Out of order. ServiceNav-Critique
  • If a SU with at least one blocking relationship component is Unknown, and if there is no blocking relationship component in status out of use/DOWN/CRITICAL, then the SU is in status UNKNOWN.ServiceNav-Unknown
  • If a SU consists only of degrading relationship components, if all components are in an Out of Order/DOWN/CRITICAL state then the SU is Out of order.ServiceNav-Critique
  • If all the components of a SU are in indeterminate then the SU is in status UNKNOWN.ServiceNav-Unknown
  • If at least one degrading relationship component is in status Out of Use/DOWN/CRITICAL or Alert or UNKNOWN, then the status of the SU is Degraded ServiceNav-Degrade

Thanks to these rules and supervised elements, ServiceNav allows you to model the operation of any business application, network architecture, system architecture,...

2. Creating a user service

To create a new user service go to : Configuration > User Service then click on " + Add »

ServiceNav-Configuration-Service-Add-SUT

2.1 Configuration of general information

ServiceNav-Configuration-Service-Add-SUT-InfoGenerale

  • Indicate the name which will be visible in the service weather by all users.
  • Indicate a course for more information in the description in addition to the name if necessary.
  • Select in the field "". Associated with " the company/site or user department is attached.
  • Indicate for Period of availability the time slot over which you wish to calculate availability.
  • Inform the objective of availability ratio you wish to achieve, to be applied to the selected availability period.
  • show or hide, allows you to define whether the user service is visible in the service weather.
  • choose the criticality of the user service vis-à-vis the customer

2.2 Notification configuration

ServiceNav-Configuration-Service-Add-SUT-Notification

  • NotificationEnable or disable notifications for this user service.
  • Type of notification : Choose the events on which the user service will notify the contacts defined previously
  • Contacts/Linked Contact Group : Selection of contacts to be notified. The list on the left contains the available contacts and the list on the right contains the selected contacts.

2.3 Configuration of user service elements

ServiceNav-Configuration-Service-Add-SUT-Dependance

  • Choose the user services on which the one being created will depend. The lists contain the available user services. Depending on the impact it will be set either "blocking" or "degrading".
  • Choose the equipment on which the SU will depend. The lists contain the available equipment. Depending on the impact of the selected equipment, it will be set either "blocking" or "degrading".
  • Choose the unitary services on which the SU will depend. The lists contain the available unit services. Depending on the impact of the selected unit service, it will be set either "blocking" or "degrading".

3. Modeling a user service

We will through a case study decompose the modeling of a user service.

3.1 Environment

Infrastructure : we have two Windows servers running a redundant Active Directory, SRV CD1 and SRV CD2.

ServiceNav-ModellingSUT

3.2. Service to be modeled

We want to create a user service that represents the overall operation of the service". Active Directory ». This is provided by two different servers in order to have a redundancy effect.

3.2.1. Step 1: Define the final objective.

ServiceNav-ModellingSUT1

3.2.2. Step 2: Define the elements necessary for the proper functioning of the user service.

ServiceNav-ModellingSUT2

SVR CD1 : represents the correct operation of the first server providing the active directory service.

AD-check on CD1 : represents the proper functioning of the first active directory service.

SVR CD2 : represents the proper functioning of the second server providing the active directory service.

AD-check on CD2 : represents the proper functioning of the second active directory service.

3.2.3. Step 3: Decomposition into user sub-service

Q: When is my user service operational?
A: It is operational when the first service active directory is OK, AND/OR the second service active directory is okay, and vice versa.

Q: When is my user service down?
A: It is down when both active directory services are down.

Q: How does each of the "active directory" services work?
R :

ServiceNav-ModellingSUT3

Directory-CD1 : works ONLY if "SRV CD1" equipment ET the "AD-check on CD1" control are functional. Both of them are mandatory for the proper functioning of the user service. Yearbook-CD1 their relationship with the service will therefore be of the "Blocking" type.

Directory-CD2 : works ONLY if the "SRV CD2" equipment ET the "AD-check on CD2" control are functional. Both of them are mandatory for the proper functioning of the user service. Yearbook-CD2 their relationship with the service will therefore be of the "Blocking" type.

The rule that applies is:

If a SU with at least one blocking relationship component is Out of Use/DOWN/CRITICAL, then it is Out of Order.ServiceNav-Critique

Warning 2  Decomposition into user sub-services is not always necessary, depending on the complexity of the user service to be modeled.

3.2.4. Step 4: Defining the relationship of user sub-services

The user sub-services each represent the operation of an active directory service. For users to have access to the resources of the information system (mail, network shares, etc.), at least one of the two user sub-services must be functional. They therefore have a "degrading" relationship. If one of the two user sub-services is out of order, then the Directory user service will be in degraded status according to this rule:

ServiceNav-Degrade If at least one degrading relationship component is in status Out of use/DOWN/CRITICAL or Alert or UNKNOWN, then the status of the SU is Degraded.

On the other hand, if the two user sub-services are in out of use status then the following rule applies:

ServiceNav-Critique If a SU consists only of degrading relationship components, if all the components are in an Out of Use/DOWN/CRITICAL state then the SU is Out of Use.

Tip With these rules we can model the redundancy and operation of any business application.

ServiceNav-ModellingSUT4

4. Questions to answer before creating a user service

We remind you that we always put ourselves in the place of a user to ask ourselves the following questions:

What services are provided by the information system necessary for the company's production?

This question is used to define the user services to be created.

When is the service not available to the user?

This question helps to understand the technical functioning of the service. The objective is to identify all the controls to be implemented in the supervision, as well as their impacts on the service (blocking or degrading) in order to model it by a user service. Once this question has been answered, it is necessary to configure the supervision in order to have the right feedbacks.

When is this service used?

The response defines the time slot that will be configured for the "availability period" parameter, which is used to calculate the availability rate.

What is the percentage of availability to be achieved to which the partner commits?

Represents the level of service desired by the customer. This level must be defined contractually, according to the customer's needs, its infrastructure, and the service it purchases.

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Define notification policy for user services

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