Service Availability Management provides availability reporting for business-critical systems, databases or services. It calculates the availability based on outages detected by system monitoring and compares it to defined availability Service Availability Levels. Unplanned outages are automatically imported from system monitoring . Planned downtimes are automatically imported from work mode management. They must be reviewed and adjusted by system administrators and confirmed by IT service managers or other supervisors before they are taken account into availability reporting. The adjusted downtime data is called service outages. Service Availability Management can be the single source of truth for Availability Service Level Agreement reporting.

The high level process is as follows:

Service Availability Management consist out of the following pages:

• The Overview page shows the calculated availability for the selected entities.
• The Outages page shows the outages for the selected entities and allows to create or maintain outages.
• The Service Availability Definitions page shows the Service Availability Definitions for the selected entities and allows to maintain additional service definitions. 
• The Analytics page  provides up time reporting.

How to open Service Availability Management

1. Open the Launchpad
2. Select Technical Administration
3. Select Service Availability 

Overview/Service Reporting

The Service Reporting page shows the calculated availability for the selected systems, databases and services in selected  reporting periods. It gives you a quick overview whether the availability service level agreement was met or breached .

From the Service Reporting you have the following options:

• Switch between a monthly or yearly display depending on the defined reporting period. 
• Select different reporting periods 
• Select whether the displayed availability is calculated based on confirmed outages only or based on all outages. 
• Select a reporting period to open the Availability Charts for the selected reporting period and compare the availability of multiple systems /services
• Select an entity to open the Availability Charts for this entity  and compare current and previous reporting periods

Availability Charts

From the Availability Charts  you have the following options:

• Compare the availability for multiple systems in one reporting period or the availability fof system in multiple reporting periods.
• Select one system to drill down to the availability for months or days and to identify the months or days where outages occurred and the availability dropped.
  (Whether you can drill down to days or drill down to months depends on the reporting period defined in the Service Avilability Definition.)

Outage Summary

The Outage Summary view provides an overview over open and confirmed outages and SLA.

The following data is shown:

The Outage Summary  provides the following options: 

• Use the filter button to filter on systems  with open outages and to filter on entities where SLA is breached

• Select one or multiple entities and press the mass maintenance button. This opens the Outage Overview view showing all outages for the selected entities in the selected reporting period. From here you can do mass or single maintenance of outages.

• Click on one system. This opens the Outage Overview view showing all outages for the selected system in the selected reporting period. From here you can do mass or single maintenance of outages.

Outage Overview

The outage overview shows the list of outages for the selected entities in the selected reporting periods. It allows to edit existing outages or create new ones.

The following data is shown:

Mass maintenance of outages

You can select one or several outages and perform the following mass maintenance actions for them together:

• Hide Outage: Set the selected outages to hidden. This will hide them from the outage list and exclude them from availability reporting. Hidden outages can be shown if " Show Hidden Outages" is "Yes". Hidden outages are outages that the system administrator wants to exclude from reporting. For example, because they are based on false alerts.
• Unhide Outage: Remove the hidden flag from the selected hidden outages. Afterwards they are shown again in the outage list and can be processed. Hidden outages can only be selected if " Show Hidden Outages" is set to "Yes".
• Approve Outage: Set all selected outages to status confirmed. Confirmed outages will be used in SLA calculations and availability reporting
• Reject Outage: Set all selected outages to status in process so that they must be maintained again by system administrator
• Review: Set all selected outages to status to be reviewed
• Modify: Date Time Maintain common start and end time for all selected outages together
• Set reason: Maintain common reason for all selected outages together

Create Outage

Normally, unplanned outages are detected automatically by system monitoring and transferred to Service Availability Management. Planned downtimes are imported from work mode management or system monitoring. So, the manual creation of outages is only necessary in special cases.

Proceed as follows to create new outage:

1. Select the Create Outage button
2. Maintain the following data:

Click on "Save" to create the new outage. Click on Email to send a notification email about the new outage.

Please note: New outages are by default in status "New". They need to be reviewed and set to confirmed before they are taken into account for avaialbility calculations .

Edit Outage

1. Select one Outage. This opens the Outage Details screen. 
2. Maintain the following data:

If the outage is already set to completed you can only edit reason, business impact and comments and revert the status.