6 Viewing Key Indicators for a Service

Viewing Service Availability

The Availability Dashboard at Service Level shows availability reports for the selected service.

The Service Availability Dashboard View displays information about the following metrics:

• the Production Availability widget shows the availability of the service for the specified month.

• the Service Interruptions widget shows the count of periods when isolated business transactions could not be completed during the specified month, while other service transactions could be performed.

• the Planned Maintenance widget shows the count of events where the outage occurs at an agreed date and time due to regular maintenance or a customer change request.

• the Availability Metrics Table displays the total duration of unplanned outages, service interruptions and planned maintenance outages for each of the environments associated with the service.

• the Production Uptime chart shows both the uptime and the duration of unplanned outages for the production environments associated with the selected service at infrastructure and non infrastructure level for three complete months prior to the specified month.

• the Service Interruption Trend chart shows the count of service interruptions for the various service categories available for the selected service for three complete months prior to the specified month.

The Service Availability List View shows the list of records for unplanned outages and service interruptions for the selected service over a specified period of time.

The Service Availability Chart View displays information about the following metrics:

• the Production Availability Trend chart shows the production availability (in percentages) for the selected service over the specified period of time.

• the Production Unplanned Outage Minutes report shows the duration of production unplanned outages (in minutes) for the selected service over the specified period of time.

• the All Production Instances Availability report shows the availability (in percentages) of all the production instances associated with the selected service over the specified period of time.

Viewing Service Storage

The Storage Dashboard at Service Level, shown by default, provides a summary of the total storage growth and historical storage usage for your Managed Cloud and Technology Cloud instances, which will help the understanding of how production environments are growing over time.

This screen displays information about the following metrics:

• the Managed Cloud Prod Total Storage: Growth report shows the storage usage growth for your organization's Managed Cloud production environments over the specified time interval.

• the Managed Cloud Prod Total Storage: Projection report shows the overall usage and the projected growth in storage usage for your organization's Managed Cloud production environments over a fixed period of time. Using the data collected during the last month, the last quarter and the last year,. this report enables you to estimate how much storage to plan for in the coming period.

• the Managed Cloud Non Prod Total Storage: Growth report shows the storage usage growth for your organization's Managed Cloud nonproduction environments over the specified time interval.

• the Managed Cloud Non Prod Total Storage: Projection report shows the overall usage and the projected growth in storage usage for your organization's Managed Cloud nonproduction environments over a fixed period of time, based on the data collected during the last month, the last quarter and the last year. The use of this report can help understand the impact of the number of nonproduction environments currently in use, which will further facilitate the potential discussion of whether the number should be increased or decreased or even if an investigation of how to reduce the test databases compared to the production databases should be considered to reduce the footprint of these environments.

• the Technology Cloud Non Prod Total Storage: Growth report shows the storage usage growth for your organization's Technology Cloud nonproduction environments over the specified time interval.

• the Technology Cloud Non Prod Total Storage: Projection report shows the overall usage and the projected growth in storage usage for your organization's Technology Cloud nonproduction environments over a fixed period of time, based on the data collected during the last month, the last quarter and the last year. The use of this report can help understand the impact of the number of nonproduction environments currently in use, which will further facilitate the potential discussion of whether the number should be increased or decreased or even if an investigation of how to reduce the test databases compared to the production databases should be considered to reduce the footprint of these environments.

• the Technology Cloud Prod Total Storage: Growth report shows the storage usage growth for your organization's Technology Cloud production environments over the specified time interval.

• the Technology Cloud Prod Total Storage: Projection report shows the overall usage and the projected growth in storage usage for your organization's Technology Cloud production environments over a fixed period of time. Using the data collected during the last month, the last quarter and the last year, this report enables you to estimate how much storage to plan for in the coming period.

Viewing Service Transactions

The Transactions Dashboard at Service Level shows all transactions that are being monitored for a service. Each transaction record shows runtime metrics to help you understand the status and performance of the transaction, historically and in real time.

For each batch job or user interaction record, the Transactions Dashboard at Service Level shows the transaction and service name, the instance running the job, the status of the latest request for the job, and the performance details. BTM also shows the response time of the last request for the batch job.

Viewing Service Incidents

The Incidents functionality at Service Level shows the service request reports for the selected service.

The Service Incidents Dashboard View displays information about the open service requests related to a service, which are scheduled for the current day:

• the Prod vs NonProd widget shows the distribution of the open service requests between the Prod, Dev, Test and Other environments for the selected service.

• the Severity 1 widget shows an overview of the number of open Severity 1 service requests for the selected service.

• the Open widget shows the count of open service requests for the selected service, requiring action by either Oracle or the customer.

• the Not Updated over 30 Days widget shows the count of open service requests for the selected service, for which no updates have been made in the last 30 days.

• the Customer Review widget shows the count of open service requests with the Customer Working substatus that can be performed immediately by the customer.

• the Incidents per Environment table shows the count of service requests divided by the active and inactive environments associated with the selected service.

• the Created vs. Closed Incidents chart shows an overview of the number of service requests that have been created or closed for the selected service in the last 30 days.

• the Backlog by Category chart provides an overview of the open service requests for the selected service, grouped into four product categories (Oracle Managed Cloud Services, CEMLI, Functional Service Desk, Product Support), which have been created over the specified period of time.

The Service Incidents List View shows the open service requests created for the selected service in the specified date range.

The Service Incidents Chart View displays information about the following metrics:

• the Created vs. Closed Trend chart shows the trend in the number of service requests created or closed for the selected service, over the specified period of time.

• the Prod vs. Non Prod Trend chart shows the trend in the number of service requests for both your organization's production and nonproduction environments associated with the selected service, over the specified period of time.

• the Created vs Closed Product Support Trend chart shows the trend in the number of Product Support service requests, which have been created or closed for the selected service over the specified time interval.

• the Created vs Closed CEMLI Trend chart shows the trend in the number of Managed Cloud service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, defined for a component containing CEMLI, which have been created or closed for the selected service over the specified period of time.

• the Created vs Closed Managed Cloud Trend chart shows the trend in the number of Managed Cloud service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, with the exception of service requests created for CEMLI, Functional Service Desk and SaaS Operations components, which have been created or closed for the selected service over the specified period of time.

• the Created vs Closed Functional Service Desk Trend chart shows the trend in the number of service requests created for the Oracle Functional Service Desk product description in My Oracle Support, which have been created or closed for the selected service over the specified period of time.

• the Created: By Requester, Created: By Environment, Created: By SR Product, and Created: By Severity charts show the number of created service requests divided by requester, by environment, by SR product, and by severity.

• the Closed: By Requester, Closed: By Environment, Closed: By SR Product, and Closed: By Severity charts show the number of closed service requests divided by requester, by environment, by SR product, and by severity.

Viewing Service Changes

The Changes functionality at Service Level shows reports of change requests for the selected service.

The Service Changes Dashboard View displays information about the following metrics:

• the Prod vs NonProd widget shows the distribution of the open change requests between the Prod, Dev, Test and Other environments for the selected service.

• the Open widget shows the count of open change requests for the selected service requiring action by either Oracle or the customer.

• the Not Updated over 30 Days widget shows the count of open change requests for the production and nonproduction environments associated with the selected service, for which no updates have been made in the last 30 days.

• the Monthly Refresh widget shows the count of change requests with the Refresh type that were used during the current month against the entitlement for the month.

• the Monthly Backup widget shows the count of change requests with the Backup type in My Oracle Support that were closed during the current month.

• the Changes per Environment table shows the count of change requests divided by the active and inactive environments associated with the selected service.

• the Changes by Severity report shows the trend in the severity of the change requests for the selected service, created over the specified period of time.

• the Backlog by Type chart shows an overview of the open change requests for the selected service, grouped by the My Oracle Support RFC type.

The Service Changes List View shows the open change requests created for the selected service in the specified date range.

The Service Changes Chart View displays information about the following metrics:

• the Created vs. Closed Trend, Prod vs. Non Prod Trend, Refreshes: Created vs. Applied Trend, and Backups: Created vs. Applied Trend charts show the trends in the number of change requests created or closed for the selected service over the specified period of time, the number of change requests that have been created over the specified period of time for the production and nonproduction environments associated with the selected service, and the number of change requests with the Refresh or Backup type in My Oracle Support, which are associated with the selected service and have been created or scheduled over the specified period of time.

• the Created: By Requester, Created: By Environment, Created: By RFC Type, and Created: By Severity charts show the number of change requests which are associated with the selected service and have been created over the specified period of time, divided by requester, by environment, by type, and by severity.

• the Created: CEMLIs By Environment and Created: PMPs By Environment charts show the number of CEMLI and PMP change requests which are associated with the selected service and have been created over the specified period of time, divided by environment.

• the Created: Refreshes By Environment and Created: Backups By Environment charts show the number of change requests with the Refresh or Backup type in My Oracle Support, which are associated with the selected service and have been created over the specified period of time, divided by environment.

• the Applied: By Requester, Applied: By Environment, Applied: By RFC Type, and Applied: By Severity charts show the number of change requests which are associated with the selected service and have been applied over the specified period of time, divided by requester, by environment, by type, and by severity.

• the Applied: CEMLIs By Environment and Applied: PMPs By Environment charts show the number of CEMLI and PMP change requests which are associated with the selected service and have been applied over the specified period of time, divided by environment.

• the Applied: Refreshes By Environment and Applied: Backups By Environment charts show the number of change requests with the Refresh or Backup type in My Oracle Support, which are associated with the selected service and have been applied over the specified period of time, divided by environment.