Service Model configuration

This section of the documentation contains information about the functionality of the Service Model and how to work with it.

To access the SM screen, select Service Model & CMDB - SM Maps from the system's main menu, or navigate to the Main screen of Acure.

• Switch between SM views
• Set up the CMDB split view
• Navigation between SM views and quick filters
• SM panel management
  • Manual CI creation
  • Create a SM map (view)
  • Set up a view filter
  • SM map settings
• CI management
  • Connections of subordination and impact
  • CI Health
  • CI labels and attributes
  • Granting access to CI
• Maintenance
  • Create maintenance
  • Search maintenance
  • Change maintenance data
  • Start/stop the maintenance

Switch between SM views

To switch between split and table CMDB views, use the corresponding buttons in the upper right corner of the screen:

Set up the CMDB split view

When working with a split SM view, the user can make additional settings for this view and save them.

To change the view settings click on the "gear" icon in the upper right corner of the "SM Maps" screen - the "Split view" tab of the "Screen view settings" window will open.

In this window, you can customize the order of the tabs in the split view, as well as add additional information about the CI in the CI list (on the left).

Additional options available:

• CI identifier (with the ability to copy to the clipboard)
• CI name
• Type + Status + Maintenance + Lifecycle stage (single icon)
• CI Description
• CI owner (workgroup icon)
• Health (percentage)

Customize the view to suit your needs and click the Save button.

The saved view settings will be written to the database for the current user.

Navigation between SM views and quick filters

To display different representations of Configuration items sets (maps) on the SM screen, use the drop-down menu in the upper left corner of the screen:

SM Map - is a configured and saved parametric filter, which includes certain PCM configuration units and links between them.

The drop-down menu contains "SM Quick Views" - pre-configured filters for certain properties of configuration items:

• Active CI - all CIs that are in the Active stage of the life cycle
• Archive CI - all CIs that are in the Archive stage of the life cycle
• Problematic CI - all CIs that are in one of the 4 problematic statuses
• Created Recently - all CIs created in the last 24 hours
• Updated Recently - all CIs whose parameters have been changed in the last 24 hours

This menu also displays Favorites, Personal and Group SM cards.

To select the desired view, simply click on it with the mouse - the filter corresponding to the SM view will be applied and all the necessary configuration units will be loaded on the screen.

SM panel management

The SM control panel consists of the following elements:

• Search form - search by CI name in the current PCM view

• CMDB Filter - SM parametric filter setting form

  

• Create - button for manual creation of new entities (CI, Signal, Maintenance)

• List of CIs - CIs selected by filter

  

• Tabs :

  • Signals - Signals (problems) management tab

    

  • Graph - representation of the current SM map as a graph

    

  • Maintenance - CI service modes management tab

    

  • Changelog - changelog in SM with a configured filter according to the map

    

  • Settings - major CI settings

• Health - CI Health information tab

  

• Access - CI access control tab

  

Manual CI creation

To create a new CI , do the following:

1. Click the Create CI button in the upper right part of the SM control panel - a form for adding a new CI will open.

   

2. Fill in the required fields:

   • Owner – workgroup that will own the created CI
   • Name - CI name (uniqueness within the CI name and type is checked. There cannot be several CIs with the same name and type)
   • Type - what type of objects the configuration item belongs to

   ⚠️ Field "Parent CI" is optional - fill it in only if you want to create a CI immediately subordinate to another object.

3. If you add several CIs to SM at once, click "Add another CI" immediately after entering the required data - another form will appear in the window with the fields filled in: Parent CI, Owner, CI Type. This function is very useful for the mass establishment of KE.

4. If the created CI needs to be added to the current SM map, check the corresponding "checkbox" - Add CI to the settings of the current PCM filter .

5. To confirm the creation of CI - press the button "Create"

Create a SM map (view)

To create a new SM map, open the drop-down menu in the upper left corner of the screen and click the Create Map button.

Fill out the form for creating a new card:

• Select the owner of the card from the list ("Workgroup" - if the card should be available to other users of the WG or "Personal" - if the card will be available only to the current user)
• Enter the name of the new map
• If necessary, check the box Add to favorites to have the map in quick access on the top panel of SM.

After the map is created, the SM view filter settings form will automatically open.

Set up a view filter

The user has access to very flexible settings of filtering CI with different conditions.

When changing the filter settings, the data is automatically loaded from the database and displayed in the CMDB Filter Result list.

Filtering by the following CI properties is available:

• Owners - the owner of the configuration item (if the card is personal, multiple choice of CI is available, if the card is a group - only the WG that owns the current card)
• CI and links - multiple choice of CIs with the ability to specify the type and depth of links between CIs
• Life Cycle Category - CI life cycle category ( Active, Archive)
• Additionally you can add a filter by:
  • Creation Date - relative CI creation date ( More than - , For the last - )
  • Modified Date - relative CI change date ( More than - , For the last - )
  • Type - configuration item type
  • Status - configuration item status

It is possible to add multiple sets of filtering conditions using the + CI Set button .

After making changes to the filter, you must apply it by clicking the Apply button.

After applying the filter, the data will be loaded on the main SM control screen.

Don't forget to save the changes to the SM map by clicking the Save Changes button next to the drop-down menu with the list of maps.

Share filter

A link containing all the parameters of the configured filter can be shared with other users.

SM map settings

Settings tab .

The user can change the parameters of the current map:

• Map owner (Workgroup)
• Map Name
• Map Description
• Add Configuration Items that will contain a link to navigate to this map
• Enable the option to remember the coordinates of CIs on the graph when they are moved

CI management

To manage links and basic properties of a CI, first, select the CI you want to manage in the list of CIs on the left.

⚠️ Plural CIs selection is available in the list through button Ctrl .

When configuration items are selected in the list, filtering is performed by this or all selected CIs:

• Signals
• Service modes
• Changelog

To move to CI card go to Settings tab with the CI selected in the list, or double-click on the CI in the SM graph view.

In the CI card you can:

• Bind required labels or CI attributes
• Change CI name or owner
• Add or change CI description
• Change CI type
• Add attachment as a file
• Transfer CI in the life cycle to the archived state and back.
• Delete CI

Connections of subordination and impact

You can link two SM objects to each other in two ways - Subordinate one object to another or adjust Impact of one object on another.

To subordinate one object to another, switch to SM graph view (Graph tab):

1. Select the CI to which you want to subordinate another CI - this object will be called parent.
2. In the context menu, click "Subordinate another CI" .
3. Select another CI you want to master.

From the context menu, you can also create an already subordinate CI - when you click on the corresponding button, the new CI creation window will open with the Parent CI automatically selected.

To adjust the impact of one object on another, do the following:

1. Select a CI that will somehow affect another CI.
2. In the context menu, click "Impact another CI".
3. Select the CI you want to impact.

To remove a connection between two CIs, click on the hexagon with a health value and click "Delete" in the context menu.

CI Health

In the Health tab you can see a graph of the selected CI's health over the past 72 hours. Analyze the number of problematic signals that affect the status of the CI, as well as a list of other CIs that affect the health of the current CI.

The user can adjust the way and impact of the health of other CIs on the health of the selected one.

For a more convenient display of the list of impacted CIs, use the search and sorting.

To enable or disable Direct (Critical) impact of the health of the downstream CI, click on the switch "Critical" next to the name of the CI in the list.

To change the influence weight , enter a new value from 0 to 100 in the field next to the CI name in the list.

Click Save to apply the changes.

You can set the weight and type of health effects for a separate pair of CIs on the SM graph - right-click on the hexagon icon with the impact number - a context menu will be opened. In the menu, change the weight value, switch the type of influence, and Apply the settings if necessary.

CI labels and attributes

Go to the Settings tab to manually manage the associated CI objects that provide the formation and enrichment of integral events - signals.

Working with Zabbix objects

Working with Zabbix objects is done through the "Configuration Wizard" of CI attributes or manually by adding attributes directly to the CI.

To set up Zabbix Nodes and Triggers associations open the corresponding link:

To bind a Zabbix object (node or trigger), follow these steps:

1. Navigate to related CI objects.
2. Open Zabbix nodes or Zabbix triggers, depending on the required action. The screen will display a list of already linked objects, if any.
3. In the upper right corner, click Link.
4. In the window that opens, select the required Zabbix Data Flow.
5. To bind a host, select Zabbix hostgroup , and to bind a trigger, optionally select Zabbix host .
6. After specifying the parameters, a list of available objects for binding will be loaded.
7. You can bind separately for each object, or select all or several objects and bind them in bulk.

Important

This method of linking Zabbix objects to configuration items is a manual tool. It is recommended to use automation scripts to bind CI attributes or when synchronizing the topology with the Zabbix infrastructure.

Granting access to CI

In Access tab you can configure the access rights of different workgroups to the selected CI.

To add additional access rights to a CI to another Workgroup:

1. Select the desired Working Group
2. Select the type of rights that the group will have - View or Edit . As well as the scope of the rights - only the current CI , CI and all Subordinate objects or only Subobjects
3. Click "Add" - access will be granted.

To remove access rights, click on the Recycle Bin icon to the right of the rule in the list.

⚠️ When subordinating the CI, all regulations access to subordinate CIs , including the owner , are inherited from the parent CI.

Maintenance

Go to the Maintenance tab to view information about available CI service modes, or to create a new one.

Information about CI maintenance is provided according to the currently configured filter and contains information:

• Status and duration of the maintenance
  • Completed
  • Scheduled
  • In action
• Author of the maintenance
  • System user
  • Public API
• Configuration items covered by the maintenance
• Maintenance name (+ identifier)
• Attached tags

All maintenances are arranged in chronological order. The most recently created maintenances are displayed at the top of the list.

Create maintenance

To create a CI maintenance, press the +Maintenance button while on the Maintenance management tab.

In the dialog box that opens, fill in:

• Title - general name of the service mode
• Maintenance Time - maintenance duration
• CI and Links - configuration items that fall under the maintenance.
• Add required tags

Press the Add button - the maintenance mode will be created.

Search maintenance

On the maintenance management tab, there is additional filtering and search by available maintenances.

The search field works by: SM name, author, and identifier.

A parametric filter is also available by date, CI, author, and SM status.

Change maintenance data

If you need to change the maintenance - find the required one and press the ** Edit ** button in the context menu of the information line about this maintenance.

The following restrictions apply to editing SMs:

Parameter/Status SR	Scheduled	In progress	Completed
Title	+	+	+
Start time	+	-	-
Completion time	+	+	-
List of KE	+	-	-
Tags	+	+	+

**++ - change allowed

• -* - change is prohibited

Start/stop the maintenance

System users can manually start the scheduled maintenances. As well as stop the operation of the maintenances that are currently in action.

To perform the actions of stopping and starting the maintenance, it is necessary to find the required one and, through the context menu, stop/start it.