Service Level Objective (SLO)

Service Level Objective (SLO) objects are the Automation Engine tools to support Service Level Agreements (SLAs). They depict the parties, the services, the expectations regarding those services and the reactions in case the expectations are met or not met:

• SLA beneficiaries

  The beneficiaries can be external parties (for example, customers) or internal consumers of the services (for example departments within your company). In an SLO object, they are defined by the custom attributes that you assign to the services (objects). For more information, see Service Beneficiaries.

• Services

  The services are Automation Engine objects or groups of objects. Their execution and performance is the subject of the SLA. For more information, see Service Selection.

• Expectations

  The expectations stipulated in the SLA are defined by the criteria defined in the SLO object. For more information, see Service Level Objective - Fulfillment Criteria.

• Reactions

  They are the objects to be executed in case the expectations are fulfilled or violated.

Based on the parameters defined in an SLO object, the behavior of the services (tasks) is monitored. If any of the criteria is not met, the SLO object this is indicated at the earliest possible time. For information about the monitoring of the services, see Service Level Management: Monitoring Services.

After creating an SLO object you must activate it. From then on, the services defined in it are monitored and, if the requirements are not met, a violation is generated.

Note: The SLO definition pages are not available in Client 0.

Object class: Passive object

Object type/Short form: SLO

Defining Service Level Objective (SLO) Objects

An SLO object definition is made up of the following pages:

• Standard pages that are always available, no matter what type of object you are defining:
• General Page
• Version Management Page
• Documentation Page

• SLO-specific pages:

  • Service Level Objective, where you enable the SLO object, define a time frame for monitoring it and assign it a Time Zone object.
  • Service Level Objective - Service Selection, where you define the beneficiary of the service as well as the service itself, that is, the objects that will be monitored.
  • Service Level Objective - Fulfillment Criteria, where you define the criteria that the services (executable objects) defined in the SLO object must meet according to the Service Level Agreement. You also specify the actions that will be taken in case they are fulfilled/not fulfilled.

This section includes the following pages: