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CA Business Service Insight (CA BSI) lets you manage IT service performance, such as integrating service and service level performance management, and leveraging service ratings and comparisons. CA BSI helps your organization determine how services perform against Service Level Agreements (SLAs). CA BSI provides Service Level Management (SLM) information to Service Desk Analysts in CA SDM to manage changes to various IT services in your organization. This SLM information helps ensure better decision making and improved IT delivery.
The CA BSI integration adds tabs that appear on CI detail forms in CA SDM. The Service Level Compliance and Modified Service Level by Metrics vs Target reports provide information about CA SDM Enterprise Service Family CIs. The Modified Service Level by Contract vs Target report provides information about CA SDM Contract Family CIs.
Note: These tabs only appear for CIs with Federated Asset Mappings to the CA BSI MDR.
When you integrate CA SDM with CA BSI, users can display Metric data for Contract CIs that are associated with a CA BSI MDR. Users must specify a Contract Party (CA BSI Entity) before they submit the request. A CA BSI limitation prevents metric data from being properly displayed for Contract Parties that have certain non-alphanumeric characters within the name. We recommend that you use alphanumeric Contract Party names and avoid using any of the following characters:
reserved = gen-delims / sub-delims
gen-delims = : / ? # [ ] @
sub-delims = ! $ & ' ( ) * + , ; =
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