A customer in CA SOI represents any consumer of a managed service. You create customers and associate them with service models to see the impact of service degradation on the service consumer. Customer management provides an extra layer of security and insight into how end users dependent on provided services are affected when the services experience downtime or degraded performance.
A customer can represent a specific division of the company such as a product division, region, or city. Customer impact provides IT personnel with an accurate understanding of what fault conditions really mean to a particular customer. For example, the administrator defines a customer to include all services within South America. If a fault occurs on a CI, such as a router, the IT personnel can easily determine how South America is impacted.
CA SOI also lets you place a priority on a customer, which puts a weight on a customer that is higher or lower than other customers. You can also use customer conditions as criteria to define escalation policy and alert queue rules.
CA SOI also provides customer runtime tokens for escalation actions. For more information about escalation actions, see the Event and Alert Management Best Practices Guide.
Note: For more information about how to work with customers, see the Service Modeling Best Practices Guide and the User Guide.
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