Service Management

The Services tab enables you to manage, monitor, and troubleshoot SLA or user-defined services, as discussed in Service Definitions and SLA Management Job. You can view the progress of the jobs in a service, such as how many jobs currently await execution, or when they are expected to finish execution.

The following procedures describe how to manage services:

• Finding and Viewing Services: Find a service and view its status and details.

• Viewing Service History: View service statuses and details from a previous date.

• Analyzing an SLA Service: Monitor all jobs that belong to a currently executing SLA service A service that enables you to monitor critical job workflows for potential delays and failures. and troubleshoot any issues that might prevent it from successfully executing on time.

Finding and Viewing Services

This procedure describes how to find one or more services and view their status and details.

Begin

1. From the Services tab toolbar, click the Filter drop-down list.

2. From the Filter drop-down list menu that appears, do one of the following: 

   • In the Search field, type the required service name and click out of the field.

     The matching service names appear in the Services tab table.

   • In the Status section, select one or more of the services statuses.

     The services with the statuses that match your selection appear.

3. From the Services tab of filtered services, select a service.

   The service details appear in the right pane, as described in Service Details.

Viewing Service History

This procedure describes how to view service history, which enables you to see service status and details from a previous date.

Begin

1. From the Services toolbar, click the Today drop-down list, and then select History.

   A calendar appears.

2. From the calendar, select the required date.
   The services that match your criteria appear.

Updating an SLA Management Service Deadline

This procedure describes how to update an SLA Management service deadline.

Begin

1. From the Services tab, select an SLA service.

2. In the Services tab toolbar, click Update Deadline.

   The Update Deadline dialog box appears.

3. Update the date and time, and then click Save.

   The SLA service deadline is updated.

Service Details

The following table describes the service details tabs.

Tab	Description
Summary	Shows details such as the start and end time, progress, number of jobs in the service, number of jobs completed, run ID The base-36 identification code for a SMART folder, sub-folder, or job execution., and a description of the selected service, as described in Service Summary Tab.
Errors	Shows jobs that negatively impact the service deadline, such as failed or late jobs.
Parameters	Shows the defined parameters and values for the selected service.
Log	Shows the activity log of the selected service, as described in Service Log Tab.
Tickets	Shows the list of BMC TrueSight or BMC Remedy tickets that are opened due to an issue with an SLA service if either of these programs are integrated with Control-M.

Service Summary Tab

The following table describes the service summary and list view tabs.

Tab	Description
Status	Shows one of the following possible service statuses: Executing Wait for event An conditional entity that creates a sequential relationship between jobs by enabling the successor job to execute after the predecessor job has executed.. Wait Resource Wait User Unknown Ended OK Ended Not OK
Reason	Shows the reason the service failed.
By jobs	Shows a pie chart and list of current job statuses for all the jobs in the service. For more information, see Job Status.
Start	Shows when the service began execution.
End	Shows when the service completed or is estimated to complete execution.
Progress	Shows the execution progress of the jobs in the selected service.
Deadline	Shows the time when a service must complete to not be considered late.
Slack Time	Defines the difference between the estimated or actual end time and the SLA deadline.
Avg Completion Time	Defines the average completion time for a job in the service.
By	Shows the name of the person who executed the service.
ID	Shows the Run ID number.
Date	Shows the date and the time the service executed.
Priority	Shows the priority level of the service.

Service Log Tab

The following table describes the service log tabs.

Tab	Description
Event Time	Shows the date and time that the service state changed.
From Status	Shows the previous service status.
To Status	Shows the current service status.

Analyzing an SLA Service

This procedure describes how to monitor all jobs that belong to a currently executing SLA service A service that enables you to monitor critical job workflows for potential delays and failures. and troubleshoot any issues that might prevent it from successfully executing on time.

Begin

1. From the Monitoring domain, click Services tab.

   The Services tab appears.

2. Locate and select the required SLA service, as described in Finding and Viewing Services.

3. From the Services tab toolbar, click Open SLA Analysis.

   The <SLA_Service_Name> SLA Analysis tab opens.

4. Do one or more of the following:

   • Monitor Jobs in the Service: Click the required job in the service and monitor the current job details, such as Waiting Info A tab in the job properties pane in the Monitoring domain, that lists the events, resources, and job predecessors that the selected job is waiting for before it can begin execution., Output A tab in the job properties pane of the Monitoring domain where the job output appears that indicates whether a job ended OK, and is used, for example, with jobs that check file location., and Log The activity log of a job, which lists every job status change, such as job execution start and completion times, and how the job ended., from the job properties pane, as described in Job Details.

   • Monitor the Critical Path: From the toolbar, click .

     Only the jobs in the critical path of the SLA service appear, which enables you to identify any jobs that might cause the SLA service to miss its deadline.

   • Highlight Time Gaps: From the toolbar, click .

     All jobs with time gaps are highlighted. Time gaps are differences between an estimated job start time and the time when its predecessors complete.

     After you highlight the time gaps you see that the DatabaseUpdate4 job is estimated to complete execution at 2:03 PM and its successor job, UpdateFile2, is estimated to begin at 2:28 PM. This creates a time gap of 22 minutes, which you might be able to close if you change the job or scheduling definitions. To determine how to eliminate this time gap, see Creating a What-If Scenario.

   • Discover Why: Do the following to determine why one or more jobs are projected to not execute or execute late in an SLA service:

     1. Click Why, and from the menu click Estimation Assistance.

        The Estimation Assistance tab appears in the bottom pane and identifies the furthest predecessor job that is estimated to not execute or execute late.

     2. In the Estimation Assistance tab message, click the problematic job.

        The problematic job appears selected in the SLA Analysis Viewpoint.

     3. Click Why and from the menu click Projection.

        The Projection dialog box appears with a job log The activity log of a job, which lists every job status change, such as job execution start and completion times, and how the job ended. that shows why the job is projected to not execute or execute late.

     Your organization has thousands of jobs in an SLA service that are projected to not execute as expected, and you want to find and troubleshoot the cause. You select one of the jobs in the workflow that is not estimated to execute as expected and then click Why to open the Estimation Assistant. This automatically searches through all predecessor jobs in the workflow for the first job that does not execute as expected. This eliminates the need to manually search through thousands of jobs to identify the problem. The Estimation Assistant locates the original job that causes the problem in the workflow, Process_Records_18212. Process_Records_18212 does not execute because it requires an undefined resource. You edit Process_Records_18212 to delete the resource pool. The job then executes and now the SLA Analysis viewpoint shows that the rest of the jobs are now projected to execute as originally expected.

   • Create a What-If Scenario: Simulate how an SLA service is expected to perform if you define different job definitions or scheduling criteria.

Creating a What-If Scenario

This procedure describes how to create a What-If Scenario, which enables you to simulate how an SLA service is expected to perform if you define different job definitions or scheduling criteria.

Begin

1. From the Services tab toolbar, click Add Rule.

   A list of What-If Scenario rules appear, as described in What-If Scenario Rules.

2. Click and define one of the following rules:

   • Resource Pool

   • Job Run Time

   • Time Frame

   • Event

   • Force OK

   • Confirmation

   • Job Priority

   • Skip Job

   • Downtime

   The What-if Scenario dialog box appears.

3. (Optional) Click Add Rule to simulate additional changes to the job definitions and scheduling criteria.

4. (Optional) Disable the rule, from the left pane, toggle off the rule and click Save.

5. Click Apply.

   The What-If Scenario simulation runs.

What-If Scenario Rules

The following table describes the rules that you can define in a What-If Scenario, which enables you to simulate how an SLA service is expected to perform if different job definitions or scheduling criteria are defined.

Rule	Description
Resource Pool	Defines changes in resource pool availability, based on the number of resources and times that you define. For more information, see Resource Pool Rule Attributes.
Job Run Time	Defines changes to job execution times by a percentage or amount of time. For more information, see Job Run Time Rule Attributes.
Time Frame	Defines changes to job run (order) times. For more information, see Time Frame Rule Attributes.
Event	Defines new events or wait for events or deletes current ones. For more information, see Event Rule Attributes.
Force OK	Determines which jobs users are expected to set to OK when these jobs end Not OK. For more information, see Force OK Rule Attributes.
Confirmation	Determines which jobs are expected to receive a user confirmation and when. By default, the SLA Analysis Viewpoint assumes that jobs which require user confirmation are confirmed at the average job execution time. For more information, see Confirmation Rule Attributes.
Job Priority	Defines changes to job priorities. For more information, see Job Priority Rule Attributes.
Skip Job	Determines the jobs that are skipped. For more information, see Skip Job Rule Attributes.
Downtime	Determines the times that one or more hosts or host groups are expected be down. For more information, see Downtime Rule Attributes.

Resource Pool Rule Attributes

The following table describes the resource pool rule attributes that enable you to update the expected availability of a resource pool in a What-If Scenario.

Attribute	Description
Server	Defines the Control-M/Server which contains the jobs that are included in this rule.
Resource Pool	Defines the resource pool that you expect to change.
Maximum	Determines the maximum quantity of this resource pool that you expect to be available, as follows: Set to Increase by Decrease by
At	Determines when this rule takes effect, as follows: Server Time: This rule takes effect at the local Control-M/Server or Control-M for z/OS time that you define. New Day Time: This rule takes effect at New Day, as described in New Day Procedure and User Dailies.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Job Run Time Rule Attributes

The following table describes the job execution time rule attributes that enable you to update the expected execution time for one or more jobs in a What-If Scenario.

Attribute	Description
Update Job Execution Time	Defines the percentage or amount of currently predicted execution time that these jobs are expected to change by, as follows: Set To: These jobs are now expected to execute for the exact amount of time that you define. Increase By: These jobs are now expected to increase by the percentage or amount of time that you define. Decrease By: These jobs are now expected to decrease by the percentage or amount of time that you define.
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Time Frame Rule Attributes

The following table describes the time frame rule attributes that enable you to edit the scheduling criteria for one or more jobs in a What-If Scenario.

Attribute	Description
Update Time Frame	Determines the new period of time when the jobs that you define in this rule are expected to execute, as follows: Submit between: These jobs are now expected to execute between the times that you define. Shift time frame (if exist): These jobs are now to execute at the later time that you define. Decrease By: These jobs are now expected execute immediately after they are run (ordered).
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Event Rule Attributes

The following table describes the event rule attributes that enable you to add or delete an event in a What-If Scenario.

Attribute	Description
Server	Defines the Control-M/Server which contains the jobs that are included in this rule.
Run Date	Determines the run date of the jobs that are included in this rule, as described in Event Attributes.
Event	Defines the new event name, as described in Event Attributes.
Action	Determines whether the new event is added or deleted from the job after it completes execution, as follows: Add Delete
At	Determines when this rule takes effect, as follows: Average Job Start Time: This rule takes effect at the average job start time recorded in Control-M Statistics. Server Time: This rule takes effect at the local Control-M/Server or Control-M for z/OS time that you define. New Day Time: This rule takes effect at New Day, as described in New Day Procedure and User Dailies.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Force OK Rule Attributes

The following table describes the force OK rule attributes that enable you to determine when users are expected to set one or more job statuses to Ended OK in a What-If Scenario.

Attribute	Description
Force Ok at	Determines when the job status is set to Ended OK, as follows: New Day: The job status is set to Ended OK at the beginning of the Control-M/Server day. Time: The job status is set to Ended OK at the time that you define, as follows: Time: Determines the time of day. Days to Run Date: Determines the number of days before or after the run (order) date.
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Confirmation Rule Attributes

The following table describes the user confirmation rule attributes that enable you to determine whether a user is expected to manually confirm one or more jobs in a What-If Scenario.

Attribute	Description
Confirm At	Determines when the user is expected to grant a confirmation, as follows: Average Job Start Time: The user confirms the jobs at the average time that they begin execution, based on statistics that are calculated from previous executions. Run Time: The user confirms the jobs when they run. Server Time: The user confirms the jobs at the local Control-M/Server time that you define. Do Not Confirm: The user does not confirm the jobs. If an SLA job or service requires the jobs to be confirmed before they execute, the Estimated End Time for this service appears as follows: Will not complete.
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Job Priority Rule Attributes

The following table describes the user job priority rule attributes that enable you to change the priority for one or more jobs in a What-If Scenario.

Attribute	Description
Set Priority	Determines how the Priority job attribute is defined, as described in Job General Attributes.
Set Critical	Determines how the Critical job attribute is defined, as described in Job General Attributes, as follows: Set as Critical Set as Non-Critical
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Skip Job Rule Attributes

The following table describes the skip job rule attributes that enable you to skip one or more jobs in a What-If Scenario.

Attribute	Description
Include Attributes	Defines the general job attributes that match the required jobs for this rule, as described in Job General Attributes.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.

Downtime Rule Attributes

The following table describes the downtime rule attributes that determine the expected downtime for one or more hosts or host groups in a What-If Scenario.

Attribute	Description
Server	Determines the Control-M/Server where the host or host groups are located.
Host/Host Group	Defines the host or host group that is expected to be down.
Downtime frame (Server time)	Determines when the host or host groups are expected to be down.
Periodic Calendar	(Optional) Determines the periodic calendar and periods that apply to this rule. For more information, see Calendars.