Service health status for install base

View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.

Service health tracking overview

The integration between Customer Service Management and the Event Management console in IT Operations Management enables you to track the service health status of a customer's install base.

When an issue affects one or more install base items and an alert is created, the severity of the alert is calculated in Event Management. It is calculated according to alert impact calculation rules. Based on the severity of the alert, the service health status of each install base item is calculated. Customer service agents can view the service health status of install base items in an account or a case in Customer Service Management.

​For more information about how the severity of an alert is calculated, see Alert impact calculation.

To provide the service health status for an install base item in Customer Service Management, the following fields are mapped.

Table 1. Event management fields for calculating alerts

Event Management (em_impact_status table)	Customer Service Management (sn_install_base_item table)
Business Service	Service Context
Element Identifier	Configuration Item
Severity	Health Status

Note:

The service health status is displayed only if the install base item has both a Configuration Item (CI) and a service context associated with it. Service context is the application service associated with the underlying CI for impact calculation in Event Management​. For more information about application services, see Lesson 2 of the Event Management operator guide.

The service health status is displayed in Customer Service Management as follows.

Table 2. Health status alerts

Severity of alert (Event Management)	Service health status on Account and Case forms (Customer Service Management)
Critical	Critical: Resource is either not functional or critical problems are imminent.
Major	Major: Major functionality is severely impaired or performance has degraded.
Minor	Minor: Partial, non-critical loss of functionality or performance degradation occurred.
Warning	Warning: Attention is required, even though the resource is still functional.
Info	Normal: No severity. An alert is created. The resource is still functional.
Clear	Normal
Empty/Null	Not Available

For more information about alert severity, see Lesson 1 of the Event Management operator guide.

Roles

As a system administrator, configure form views to add the Service Context, Health Status, and Health Status Last Updated fields to the relevant forms.

As a customer service agent, view the service health status of install base items on the Account or Case form.

Activation information

This feature requires the Proactive Customer Service Operations with Event Management plugin (com.snc.proactive_cs_itom).

Related concepts

• Integration with Event Management

Related tasks

• Configure form views for Proactive Customer Service Operations
• Track the service health of install base items in Agent Workspace