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Monitoring Service Levels

Updated: May 22, 2009

Applies To: Operations Manager 2007 R2, Operations Manager 2007 SP1

One of the challenges facing businesses is ensuring that resources, such as applications and systems, are available and performing at acceptable levels. To assure this, companies set goals for their service availability and response times. Operations Manager 2007 provides the capability to monitor these service goals through the use of service level tracking.

In Operations Manager 2007, you define your service goals (referred to as, service level objectives) and then generate reports that show how your resources have performed against those goals. Using the information from these reports, you can identify any shortfalls between your service goals and your actual performance. This means that you are not only aware of problems but also can track the relative business effect of these problems.

For example, if you have a group of servers running instances of Microsoft Exchange Server, which are critical to your internal e-mail network, you can define a service level objective that states that 95% of the servers must be available at all times. Then you can generate a report that compares the actual availability of those servers against the service level objective.

Tracking service level objectives involves the following steps.

 

Step Reference

Define the objectives that you want to track for an application.

Defining a service level objective against an application

Define the objectives that you want to track for a group.

Defining a service level objective against a group

Run a report that reflects the status of the service level objectives.

Generating a Service Level Tracking Report

Before you create a service level monitor, do the following:

  • Deploy Operations Manager 2007 R2, including the Reporting component.

  • Define the metrics that you want to track against.

  • Ensure that the health model is correct.

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