Page 563 - Handbook of Modern Telecommunications

4-94 CRC Handbook of Modern Telecommunications, Second Edition

Managed Manual
Call Center Help Desk Objects SLA Probes Logs

Status
Measurement
Filter tools
Trouble Trouble
ticket ticket Events Metrics

Pre-processing Input Data

Formatted
Events and
Clients and Alarms
Sites

Service
Portfolio

SLM Main Process
Filtering
SLA Assignment
Portfolio Correlation
Display
Reporting

Data Mart
WEB
Server

Reporting

Browser

FIGu RE 4.5.12 Supervising SLAs as part of Service-Level Agreements.
TABl E 4.5.1 Events

Events Example 1 Example 2 Example 3
Type Outage Brownout Outage
Severity High High Middle
ID Router CE Router PE Load Balancer
Importance Middle High Middle
Time stamp 31.1.2008 31.1.2008 31.1.2008
Class Principal problem Critical event Noncritical
Comments Customer Edge Provider Edge 3 sites impacted