System Center Operations Manager 2007 R2 Service Level Dashboard Deployment Guide

Microsoft Corporation Published: March 2011

Author
Matthew J. Goedtel

Feedback
Send suggestions and comments about this document to mgoedtel@microsoft.com. Please include the document name with your feedback.

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Revision History
Release Date Changes

April , 2011

Original release of this guide

Contents
System Center Operations Manager 2007 R2 Service Level Dashboard Deployment Guide ...........1 Author.......................................................................................................................................1 Feedback..................................................................................................................................1 Revision History...............................................................................................................................2 Contents..........................................................................................................................................3 Introduction......................................................................................................................................5 Deployment Scenarios.....................................................................................................................6 Requirements .................................................................................................................................8 Service Level Dashboard.............................................................................................................8 WSS 3.0 SP2...............................................................................................................................8 IIS 7.0 Server Role.......................................................................................................................9 SQL Server Configuration...........................................................................................................10 Manually Creating Windows SharePoint Services 3.0 Databases............................................10 Required accounts......................................................................................................................11 WSS 3.0 Deployment overview......................................................................................................13 Install Windows SharePoint Services in a Server Farm Environment..........................................13 Run the SharePoint Products and Technologies Configuration Wizard.......................................13 Configure Windows Firewall with Advanced Security..................................................................15 Add the SharePoint Central Administration Web site to the list of trusted sites............................17 Configure proxy server settings to bypass the proxy server for local addresses..........................17 Register Service Principal Names (SPNs)..................................................................................18 Configure trust for delegation for Web parts............................................................................18 Modifying DCOM Permissions for the IIS WAMREG Admin Service...........................................19 Install Operations Manager Service Level Dashboard....................................................................21 Install the Service Level Dashboard...........................................................................................21 Grant User Permissions to the Site.............................................................................................22 Configure Default Appearance of the Dashboard........................................................................23 Create Additional Service Level Dashboard Sites....................................................................23 Create Additional Service Level Dashboard Sites.......................................................................24 To create a Service Level Dashboard site............................................................................25 Troubleshooting..........................................................................................................................26 Creating Service Level Objectives.................................................................................................28 Scenario 1: Creating a Service Level Dashboard for a Distributed Application ...........................28 3

Scenario 2: Creating a Service Level Dashboard for a Group.....................................................30 Scenario 3: Creating a Service Level Dashboard for an IT Service.............................................32 Viewing the Service Level Dashboard............................................................................................34 SLD Web Parts...........................................................................................................................34 Parameters ............................................................................................................................34 Service Levels .......................................................................................................................35 Service Level Targets..............................................................................................................36 Service Level Objectives.........................................................................................................36 Components Description......................................................................................................36 Uptime and Downtime Calculations.....................................................................................37 Worst Performing Service Level Objective ..............................................................................37 Appendix - Reference Information..................................................................................................38 Windows SharePoint Services 3.0..............................................................................................38 Service Level Dashboard for Operations Manager 2007 R2.......................................................38 Operations Manager 2007 R2....................................................................................................38 Microsoft Operations Framework 4.0..........................................................................................39

Introduction
The Service Level Dashboard for System Center Operations Manager 2007 R2 addresses the need that managers, application owners, and IT professionals have to make sure that their resources (applications and systems) are available and performing at acceptable levels. It does this by tracking, reporting, and helping to manage service levels for line-of-business (LOB) applications and IT services. Most organizations have a number of LOB applications that are managed by IT and used by one or more business groups. The work that these applications perform is often business-critical. IT and the primary user of the application customarily seek to ensure that an applications performance and availability meet requirements by putting in place a service level agreement (SLA). The SLA governs a range of service aspects of applications that can include everything from outage response time to expected response time of a transaction executed. In order to determine that a service level commitment is being met, IT and business users must be able to monitor service levels. The Service Level Dashboard (SLD) meets the need of organizations to track service levels not only for an application, but also for an application as a service, a group, or a class of object. It identifies any shortfalls between service goals and actual performance, thereby enabling organizations to accurately measure and view, in near real time, Service Level Objectives (SLOs) for business-critical applications or groups of objects within Microsoft System Center Operations Manager 2007 R2. This means that organizations are aware of problems as soon as they appear and can track their relative business impact. The Service Level Dashboard also helps IT to proactively fix problems in services before service levels are breached. This document provides deployment guidance for installing and configuring the System Center Operations Manager 2007 R2 Service Level Dashboard, including guidance on installing and configuring Windows SharePoint Services 3.0 (WSS) within your environment. It is not intended to replace existing documentation released by Microsoft for the architecture planning and deployment of Windows SharePoint Services 3.0.

Deployment Scenarios
The Service Level Dashboard supports being deployed in several different configurations. It can be deployed onto an existing Windows SharePoint Services 3.0 standalone computer or a server farm, a new installation of Windows SharePoint Services 3.0 standalone computer or server farm, or a new or existing Office SharePoint Services 2007 farm. This document covers the deployment of a new Windows SharePoint Services 3.0 server farm topology dedicated for the Service Level Dashboard for customers who do not have experience with Windows SharePoint Services 3.0. The Server farm topology is the most flexible by providing you with the option to leverage SQL Server 2005, SQL Server 2008 or SQL Server 2008 R2 to host the WSS databases, and expand beyond one web front-end server to provide redundancy and load-balancing. In addition, there are options to consider for the deployment of the WSS and SLD SQL databases, which are: 1. Installing SQL Server 2005, SQL Server 2008, or SQL Server 2008 R2 locally on the Windows server that will be deployed to support a WSS 3.0 single or multi-server farm topology and the Service Level Dashboard. This scenario is typically utilized if there are security, performance, or support concerns regarding the hosting of these databases on an existing SQL Server database farm. This scenario also supports the deployment of the databases on a dedicated cluster to support high-availability requirements. 2. Deploying the WSS and SLD database on the SQL Server hosting the Operations Manager Data Warehouse database. Due to the minimal read/write activity of these databases, colocating these databases with the Operations Manager Data Warehouse database is an appropriate deployment scenario. Ensure adequate storage space is available on the volume hosting the OperationsManagerDW database and the WSS/SLD databases to support future growth. 3. Deploying the SLD and WSS databases on a shared SQL server hosting databases for other applications. This scenario is typically utilized if there is no security, performance, or supportability concerns. Windows SharePoint Services supports a standalone server or a server farm configuration. A standalone configuration is useful if you want to evaluate Windows SharePoint Services 3.0 features and capabilities, such as collaboration, document management, and search. The standalone configuration leverages the Windows Internal Database to host the WSS configuration and content databases. In a simple server farm topology, you can deploy in a server farm environment if you are hosting a large number of sites, if you want the best possible performance, or if you want the scalability of a multi-tier topology. A server farm consists of one or more servers dedicated to running the Windows SharePoint Services 3.0 application and utilizes SQL Server 2005, SQL Server 2008, SQL Server 2008 R2 to host the WSS configuration and content databases. There is no direct upgrade from a standalone installation to a server farm installation. 6

This document recommends implementing the server farm configuration as it allows you to easily expand the solution if performance and availability are important business or IT requirements. Note: This document does not provide guidance on configuring complex configuration scenarios such as installing additional web front-end servers to support load-balancing. For detailed guidance on deploying additional web front-end servers, please review the WSS 3.0 Deployment Guide, which you can download from http://go.microsoft.com/fwlink/?LinkID=79602.

Requirements
Service Level Dashboard
Service Level Dashboard 2.0 integrates with the already functioning deployment of Operations Manager 2007 R2. It is assumed Operations Manager 2007 R2 and the Data Warehouse database are configured in accordance with Microsoft installation and configuration guidance. The following table lists software requirements for the Service Level Dashboard: Infrastructure Resource Software Operations Manager 2007 R2 with Reporting and Data Warehouse Windows SharePoint Services 3.0 SP2 x64. Download link http://www.microsoft.com/downloads/en/details.aspx? FamilyID=9fb41e51-cb03-4b47-b89a-396786492cba&DisplayLang=en SQL Server 2008 R2.
Note Typically, WSS and MOSS installations install SQL Server Embedded Edition, which does not meet the Service Level Dashboard requirement to create SLD content database.

Microsoft .NET Framework 3.5 Browser Microsoft Internet Explorer 7.0 or greater Table 1 - Software Requirements

WSS 3.0 SP2

This information applies to Microsoft Windows Server 2008 and Windows Server 2008 R2, and SQL Server 2008 and SQL 2008 R2. As of Windows SharePoint Services 3.0 with Service Pack 1 (SP1), you can now install Windows SharePoint Services 3.0 on Windows Server 2008. With the release of Windows SharePoint Services 3.0 with Service Pack 2 (SP2), you can now install on Windows Server 2008 x64 and Windows Server 2008 R2. As with the Windows Server 2003 operating system, you must download and run Setup and the SharePoint Products and Technologies Configuration Wizard. You cannot install Windows SharePoint Services 3.0 without the appropriate service packs on Windows Server 2008 or Windows Server 2008 R2.

Important: The following components are required for Windows SharePoint Services 3.0 to run correctly: the Web Server role, and the Microsoft .NET Framework 3.5 for Windows Server 2008, or .NET Framework 3.51 for Windows Server 2008 R2. Do not uninstall them, or Windows SharePoint Services 3.0 will cease to run.

IIS 7.0 Server Role

Before you install and configure Windows SharePoint Services 3.0, you must install and configure Internet Information Services so your computer acts as a Web server. 1. Log onto the Windows Server 2008 or Windows Server 2008 R2 server with an account that has administrative rights. 2. Configure a server role and enable ASP.NET and IIS. To do this, perform the following steps: a. Click Start, and then click Server Manager. b. In Server Manager, right-click Manage Roles, and then click Add roles. The Add Roles Wizard starts. c. In the Add Roles Wizard, click Select Server Roles.

d. On the Select Server Roles page, select the Web Server (IIS) check box, and then click Next. Note: The Add Role Wizard displays a dialog box indicating the following required features must also be installed in support of the Web Server (IIS) role: Windows Process Activation Service Process Model Configuration APIs

e. On the Role Services page, expand Common HTTP Features, and then select the following check boxes: f. Static Content Default Document Directory Browsing HTTP Errors HTTP Redirection

Expand Application Development, and then select the ASP.NET check box. Note: The Add Role Wizard will display a dialog box indicating the following required features must also be installed in support of the ASP.NET: Web Server Application Deployment: ISAPI Extensions 9

ISAPI Filters .NET Extensibility Windows Product Activation Service .NET Environment

g. Expand Security, and then select the Windows Authentication check box. h. Expand Performance, and then select Dynamic Content Compression check box. i. Expand Management Tools, expand IIS 6 Management Capability, and select the following check boxes: j. IIS Metabase Compatibility IIS 6 WMI Compatibility IIS 6 Management Console

Click Next, and then click Install.

SQL Server Configuration

The SQL Server database collation must be configured for case-insensitive, accent-sensitive, Kana-sensitive, and width-sensitive. This is used to ensure file name uniqueness consistent with the Windows operating system. Only the database component of SQL Server is required in support of this configuration.

Manually Creating Windows SharePoint Services 3.0 Databases

In many IT environments, database creation and management are handled by the database administrator (DBA). Security and other policies might require the DBA to create the databases required by Windows SharePoint Services 3.0. For more information about manually creating the databases, including detailed procedures describing how the DBA can create these databases, see the section Deploy using DBA-Created Databases in the WSS 3.0 Deployment Guide.

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Required accounts
The following table describes the accounts used to configure SQL Server and to install Windows SharePoint Services 3.0.
Account Purpose Requirements

SQL Server Service Account

This account is used as the service account for the following SQL Server services: MSSQLSERVER SQLSERVERAGENT If you are not using the default instance, these services will be shown as: MSSQL$InstanceName SQLAgent$InstanceNam e

SQL Server prompts for this account during SQL Server Setup. You have two options: Assign one of the built-in system accounts (Local System, Network Service, or Local Service) to the logon for the configurable SQL Server services. For more information about these accounts and security considerations, refer to the Setting Up Windows Service Accounts topic (http://go.microsoft.com/fwlink/? LinkId=121664&clcid=0x409) in the SQL Server documentation. Assign a domain user account to the logon for the service. However, if you use this option you must take the additional steps required to configure Service Principal Names (SPNs) in Active Directory in order to support Kerberos authentication, which SQL Server uses. Domain user account Member of the Administrators group on each server on which Setup is run SQL Server login on the computer running SQL Server Member of the following SQL Server security roles: securityadmin fixed server role dbcreator fixed server role

Setup user account

The Setup user account is used to run the following: Setup on each server The SharePoint Products and Technologies Configuration Wizard The PSConfig commandline tool The Stsadm commandline tool

If you run Stsadm command-line tool commands that read from or write to a database, this account must be a member of the db_owner fixed database role for the database.

Server farm account/Database access account

The Server farm account is used to: Act as the application pool identity for the SharePoint Central Administration application pool. Run the Windows SharePoint Services Timer service.

Operations

Domain user account. Additional permissions are automatically granted for this account on Web servers and application servers that are joined to a server farm. This account is automatically added as a SQL Server login on the computer running SQL Server and added to the following SQL Server security roles: dbcreator fixed server role securityadmin fixed server role db_owner fixed database role for all databases in the server farm Domain user account The Service Level Dashboard 11

Account

Purpose

Requirements

Manager Service Level Dashboard Application Pool Identity

installation sets this user credential for the application pool in IIS.

Additional permissions are automatically granted for this account on the Web servers that are joined to a server farm. This account is automatically added as a SQL Server login on the computer running SQL Server and added to the following SQL Server security roles: SLDReader role on the Operations Manager Data Warehouse database db_owner fixed database role for the SLDSession and WSS_Content databases

Table 2 - Required Security Accounts

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WSS 3.0 Deployment overview

Important: This article discusses how to perform a clean installation of Windows SharePoint Services 3.0 in a server farm environment. It does not cover upgrading from previous releases of Windows SharePoint Services 3.0 or from previous releases of Windows SharePoint Services. For more information about upgrading from a previous release of Windows SharePoint Services, see Upgrading to Windows SharePoint Services 3.0 in the Windows SharePoint Services 3.0 Deployment Guide. Note: This article does not cover installing Windows SharePoint Services 3.0 on a single computer as a standalone installation.

Install Windows SharePoint Services in a Server Farm Environment

1. From the installation source, run Setup.exe. 2. On the Read the Microsoft Software License Terms page, review the terms, select the I accept the terms of this agreement check box, and then click Continue. 3. On the Choose the installation you want page, click Advanced. 4. On the Server Type tab, click Web Front End. 5. Optionally, to install Windows SharePoint Services 3.0 at a custom location, select the Data Location tab, and then type the location name or Browse to the location. 6. When you have chosen the correct options, click Install Now. 7. When Setup finishes, a dialog box appears that prompts you to complete the configuration of your server. Be sure that the Run the SharePoint Products and Technologies Configuration Wizard now check box is selected. 8. Click Close to start the configuration wizard. Instructions for completing the wizard are provided in the next set of steps.

Run the SharePoint Products and Technologies Configuration Wizard

After Setup finishes, you can use the SharePoint Products and Technologies Configuration Wizard to configure Windows SharePoint Services 3.0. The configuration wizard automates several configuration tasks, including: installing and configuring the configuration database, installing 13

Windows SharePoint Services 3.0 services, and creating the Central Administration Web site. Use the following instructions to run the SharePoint Products and Technologies Configuration Wizard. 1. On the Welcome to SharePoint Products and Technologies page, click Next. 2. Click Yes in the dialog box that notifies you that some services might need to be restarted during configuration. 3. On the Connect to a server farm page, click No, I want to create a new server farm, and then click Next. 4. On the Specify Configuration Database Settings page, indicate in the Database server box the name of the SQL Server and an instance name if the default instance is not used. Enter in the format <servername\instance> . 5. In the Database name box leave the default name SharePoint_Config. 6. In the User name box, type the user name of the server farm account. (Be sure to type the user name in the format DOMAIN\username.) Important: This account is the server farm account and is used to access your SharePoint configuration database. It also acts as the application pool identity for the SharePoint Central Administration application pool and it is the account under which the Windows SharePoint Services Timer service runs. The SharePoint Products and Technologies Configuration Wizard adds this account to the SQL Server Logins, the SQL Server Database Creator server role, and the SQL Server Security Administrators server role. The user account that you specify as the service account must be a domain user account, but it does not need to be a member of any specific security group on your Web servers or your back-end database servers. We recommend that you follow the principle of least privilege and specify a user account that is not a member of the Administrators group on your Web servers or your back-end servers. 7. In the Password box, type the user account password, and then click Next. 8. On the Configure SharePoint Central Administration Web Application page, select the Specify port number check box and type a port number if you want the SharePoint Central Administration Web application to use a specific port, or leave the Specify port number check box cleared if you do not care which port number the SharePoint Central Administration Web application uses. 9. On the Configure SharePoint Central Administration Web Application dialog box, do one of the following: If you want to use NTLM authentication (the default), click Next. If you want to use Kerberos authentication, click Negotiate (Kerberos), and then click Next.

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Note: In most cases, you should use the default setting (NTLM). Use Negotiate (Kerberos) only if Kerberos authentication is supported in your environment. Using the Negotiate (Kerberos) option requires you to configure a Service Principal Name (SPN) for the domain user account. To do this, you must be a member of the Domain Admins group. For more information, see the sections Register Service Principal Names (SPNs) and Configure trust for delegation for Web parts. 10. On the Completing the SharePoint Products and Technologies Configuration Wizard page, click Next. 11. On the Configuration Successful page, click Finish. The SharePoint Central Administration Web site home page opens. Note: If you are prompted for your user name and password, you might need to add the SharePoint Central Administration site to the list of trusted sites and configure user authentication settings in Internet Explorer. Instructions for configuring these settings are provided in the next set of steps. Note: If a proxy server error message appears, you might need to configure your proxy server settings so that local addresses bypass the proxy server. Instructions for configuring this setting are provided later in this section.

Configure Windows Firewall with Advanced Security

After you create Web applications in your server farm, you must use Windows Firewall with Advanced Security in Windows Server 2008 to open ports on computers that host Web Applications. By default, port 80 is open on Web servers, but to be able to communicate with other computers you must open the port for Central Administration. You must also open the ports for any additional Web applications that you create in your server farm. The default configuration of the Windows Server 2008 firewall is to deny all connections unless there is an exception. Make sure you create the exceptions for the currently enabled profile (Private, Public, or Domain) when you are making changes to ports. If you create the exceptions in the wrong profile they will not work. Note: If you configure host headers in IIS, the ports for the Web Applications will be created on port 80 and you may not have to perform the procedures in this section. If, however, you use the host header mode in Windows SharePoint Services 3.0 to create multiple domain15

named sites in a single Web application you will need to perform the procedures in this section to determine which ports the Web applications, including Central Administration, will use in your server farm. Determine ports used by Web Applications 1. Click Start, point to All Programs, point to Administrative Tools, and then click SharePoint 3.0 Central Administration. 2. On the Central Administration site, click Application Management. 3. On the Application Management Web page, in the SharePoint Web Application Management section, click Web application list. 4. On the Web Application List Web page, in the URL column, the server name with port number is listed for each Web application. You should use Windows Firewall with Advanced Security to open the ports required for your server farm as identified in the Determine ports used by Web Applications procedure. For ease in managing the rules, we recommend that you create one rule per Web application. Alternatively, for more centralized rule management you can create one rule to manage all the ports. For Web applications you only need to create a rule to open a port for incoming connections. Configure Windows Firewall with Advanced Security 1. Click Start, point to All Programs, point to Administrative Tools, and then click Windows Firewall with Advanced Security. 2. On the details pane, in the Overview section, verify that the domain profile is active by noting if the domain network location entry displays Domain Profile is Active. 3. In the Domain Profile is Active area, depending on how the inbound connections rule is configured, choose one of these options. If it is Inbound connections that do not match a rule are allowed, then you do not need to complete this procedure. If it is Inbound connections that do not match a rule are blocked, then you must proceed to the next step in this procedure to configure the firewall to allow Windows SharePoint Services 3.0 traffic. 4. On the console tree, select Inbound Rules, and then in the action pane click New Rule. 5. Complete the New Inbound Rule Wizard using the settings from the following table.

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Wizard page

Settings

Rule Type Protocol and Ports

Select Port. Select TCP. Select Specific local ports. In the Specific local ports text box, identify all the ports that you need.

Action Profile

Select Allow the connection. Enable Domain. Clear Private and Public.

Wizard page

Settings

Name

In the Name and Description text boxes type information that is both descriptive and meaningful for your network administrators. As a best practice, we recommend that you give the firewall rules a unique name. Unique names makes management using the netsh commands much easier.

For more information about Windows Firewall with Advanced Security, see Windows Firewall (http://go.microsoft.com/fwlink/?LinkID=84639).

Add the SharePoint Central Administration Web site to the list of trusted sites
1. In Internet Explorer, on the Tools menu, click Internet Options. 2. On the Security tab, in the Select a Web content zone to specify its security settings box, click Trusted sites, and then click Sites. 3. Clear the Require server verification (https:) for all sites in this zone check box. 4. In the Add this Web site to the zone box, type the URL for the SharePoint Central Administration Web site, and then click Add. 5. Click Close to close the Trusted sites dialog box. 6. Click OK to close the Internet Options dialog box.

Configure proxy server settings to bypass the proxy server for local addresses
1. In Internet Explorer, on the Tools menu, click Internet Options. 17

2. On the Connections tab, in the Local Area Network (LAN) settings section, click LAN Settings. 3. In the Automatic configuration section, clear the Automatically detect settings check box. 4. In the Proxy Server section, select the Use a proxy server for your LAN check box. 5. Type the address of the proxy server in the Address box. 6. Type the port number of the proxy server in the Port box. 7. Select the Bypass proxy server for local addresses check box. 8. Click OK to close the Local Area Network (LAN) Settings dialog box. 9. Click OK to close the Internet Options dialog box.

Register Service Principal Names (SPNs)

Because the application pool identity for Windows SharePoint Services is a domain user account, you must configure an SPN for that account. To configure an SPN for the domain user account, follow these steps: Use the Setspn.exe tool to add an SPN for the domain account. To do this, follow these steps: 1. Type the following line at the command prompt, and then press ENTER: 2. Setspn -A HTTP/FQDN ServerName Domain\UserName Note: In this command, ServerName is the fully qualified domain name (FQDN) of the server, Domain is the name of the domain, and UserName is the name of the domain user account. 3. Type the following line at the command prompt, and then press ENTER: 4. Setspn -A HTTP/NETBIOS ServerName Domain\UserName Note: In this command, ServerName is the NETBIOS name of the server, Domain is the name of the domain, and UserName is the name of the domain user account.

Configure trust for delegation for Web parts

To configure the IIS server to be trusted for delegation, follow these steps: 1. Start Active Directory Users and Computers. 2. In the left pane, click Computers. If the computer object is hosted in a user-defined OU, select the applicable OU. 3. In the right pane, right-click the name of the WSS server hosting the Web Server (IIS) Role, and then click Properties. 4. Click the Delegation tab, select the radio button Trust this computer for delegation to any service (Kerberos only), and then click OK. 5. Quit Active Directory Users and Computers. 18

If the application pool identity is configured to use a domain user account, the user account must be trusted for delegation before you can use Kerberos authentication. To configure the domain account to be trusted for delegation, follow these steps: 1. On the domain controller, start Active Directory Users and Computers. 2. In the left pane, click Users. If the account is hosted in a user-defined OU, select the applicable OU. 3. In the right pane, right-click the name of the application pool identity for Windows SharePoint Services user account, and then click Properties. 4. Click the Delegation tab, select the radio button Trust this computer for delegation to any service (Kerberos only), and then click OK. 5. Quit Active Directory Users and Computers. If Kerberos authentication is configured correctly, when you launch the SharePoint Central Administration Web and you are prompted for authentication, the web site should present the administration page successfully. Otherwise, open the Event Viewer and look in the System event log for an Event ID 4 from source Security-Kerberos to begin troubleshooting.

Modifying DCOM Permissions for the IIS WAMREG Admin Service

When running Windows Server 2008 R2, Event ID 10016 DCOM error 61738644-F196-11D0-995300C04FD919C1 related to the IIS-WAMREG Admin Service may be written in the Application Event Log. To correct this, please perform the following steps: 1. Open Registry Editor from an elevated command prompt. 2. Navigate to HKCR\AppID\{61738644-F196-11D0-9953-00C04FD919C1}. 3. Right-click on the key and select Permissions. 4. In the Permissions dialog box, press the Advanced button. 5. In the Advanced Security Settings for dialog box, highlight the local Administrators group under the Change owner to list, click on the check box for the option Replace owner on subcontainers and objects, and click OK. 6. In the Permissions dialog box, select the Administrators group in the Group or user name list, and under the Permission for list, click the Full Control check box to select. 7. Click OK and then close the Registry Editor. 8. Open the Component Services MMC snap-in under the Administrative Tools start menu folder. 9. In the console tree, right-click the DCOM application IIS WAMREG Admin Service, and then click Properties. 10. Click the Security tab. 11. Under Launch and Activation Permissions section, click on the Edit button. 19

12. Under the Launch and Activation Permissions dialog box, grant the accounts that are referenced by the WSS and SLD application pools permissions by highlighting the account in the Group or user name: list, and click the Local Launch and Local Activation check box. 13. Click OK. 14. In the IIS WAMREG admin Service Properties dialog box, click OK.

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Install Operations Manager Service Level Dashboard

This section shows you how to prepare and install the Service Level Dashboard on Windows SharePoint Services 3.0.

Install the Service Level Dashboard

1. Download the .zip file Service Level Dashboard 2.0.zip to your computer. 2. Copy the Management Pack from the location you specified during download to the Operations Manager management server. Note: This management pack is essential to update the stored procedures required for SLD functionality. 3. In the Operations Manager Operations console, from the Administration view, click Management Packs and choose Import Management Pack. 4. Follow the instructions to import the Management Pack. The file name is Microsoft.EnterpriseServiceMonitoring.ServiceLevelDashboard.R2.MP. 5. After the import process is complete and the dialog box displays an icon next to the management pack indicating success of the import, click Close. 6. Copy the ServiceLevelDashboardV2_x86.msi or ServiceLevelDashboardV2_x64.msi (whichever one is appropriate for your system) file from the location you specified during download to a Windows SharePoint Server that has SharePoint 3.0 Central Administration installed. 7. Execute the appropriate Windows Installer package to begin the installation process. 8. On the Operations Manager 2007 R2 Information dialog box, enter the following information: a. In the Connect to Operations Manager as Application Pool Identity box, type the domain user account credentials. (Be sure to type the user name in the format DOMAIN\username.) b. In the Password box, type in the password for the application pool identity account. c. In the Operations Manager Data Warehouse Server Name box, enter the name of the SQL Server hosting the Operations Manager Data Warehouse database.

d. In the Operations Manager Data Warehouse Database Name box, enter the name of the Operations Manager Data Warehouse database. e. Press the Next button to continue. 21

9. On the Windows SharePoint Services 3.0 Information dialog box, enter the following information: a. In the Site Owner Login box, enter the domain user account which will be the SharePoint site administrator. This can be the same domain user account of the Operations Manager primary administrator. b. In the Site Owner Email Address box, enter the e-mail address for the SharePoint administrator. c. In the SharePoint Site Database Server box, enter the name of the SQL Server hosting the Windows SharePoint Services content database. If the database is not going to be installed on the Default instance of SQL Server, the specific instance name needs to be provided in the format of Server name\Instance Name.

d. In the Session Database Name, leave the default value of SLDSessionDB for the name of the Service Level Dashboard database. e. In the Service Level Dashboard SharePoint Site URL, leave the default value for the URL and port number of the SLD portal. 10. Click Next to complete the installation of the Service Level Dashboard.

Grant User Permissions to the Site

For each site, you need to decide how to categorize users and what permission levels to assign to each user. The most efficient way to organize permissions for users is to use groups, which help you to manage sets of users rather than individuals. You can organize users into several groups, or just a few. You can also add users to default groups already created within each site. The Service Level Dashboard uses two of the three default groups available in SharePoint: Visitors, with Read permissions Owners, with Full Control permissions

Site Administrators have Full Control whereas all other users have Read permissions. For more information about groups and permissions, see Determine permission levels and groups to use (Windows SharePoint Services). If you have not yet set up any groups for the newly created site, you must set up groups before you can add any users to groups. Also, you have the option to add users individually, without setting up groups. To specify which group to assign site visitors, site members, site owners, or other users, use the following procedure. This procedure helps you set up the default groups, but you can also create additional groups. To create groups for a site 1. On the site home page, on the Site Actions menu, click Site Settings. 22

2. On the Site Settings page, click People and Groups. 3. On the People and Groups page, on the Quick Launch, click Groups. 4. On the People and Groups: All Groups page, on the Settings menu, click Set up Groups. 5. On the Set up Groups menu, select a group for each set of users that you want to change. Alternatively, select Create a new group to assign a set of users to a custom group. Note: Remember to use the Visitors group type to set up groups for users who only need Read permissions on the site. Use the following procedure to add users to a group after you have configured groups for the site. To add users to a group 1. On the Site Home page, on the Site Actions menu, click Site Settings. 2. On the Site Settings page, click People and Groups. 3. On the People and Groups page, on the Quick Launch, click Groups. 4. Click the name of the group to which you want to add users. 5. On the People and Groups: Group name page, on the New menu, click Add Users. 6. On the Add Users page, type the account names that you want to add, or browse to find users from Active Directory Domain Services. 7. In the Give Permission section, be sure that Add users to a SharePoint group is selected and that the correct group is displayed. 8. Click OK.

Configure Default Appearance of the Dashboard

You will need to use the Dashboard Configuration Web Part to configure a new site by choosing the service levels to be displayed and setting the default parameters for the dashboard.

Create Additional Service Level Dashboard Sites

This Web Part is hidden from end users, who do not have permissions to edit any of the filter parameter values set by the IT administrator. The following table lists the parameters of the Dashboard Configuration Web Part and describes their default behavior. All of the filter parameters specified by administrators are captured and stored as site properties in the Windows SharePoint Services Content database. All other Web Parts read the administrator filter values from site properties and use them to filter the metrics data from the Operations Manager Data Warehouse database.

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Filter Parameter Service Level

Functionality Lists all service levels, their management group and target as defined in Operations Manager.

Default Value None of the service levels is selected.

Dashboard Refresh Rate Dashboard Default View Aggregation Type

The refresh rate for the particular 30 minutes. site. The default time interval for the particular site. The default aggregation for the particular site. Last 24 hours Hourly

Table 3 - Dashboard Configuration Parameters To select service levels and set default values in the Service Level Dashboard 1. Open the newly created site, click the Site Actions menu, and click Edit Page. 2. In the Dashboard Configuration Web Part: a. From the list of Service Levels, select a service level. (You can only select a maximum of six Service Levels per dashboard.) b. For Dashboard Refresh Rate, specify the value from 0 to 1440 (minutes). The value 0 indicates no refresh. Note: It is recommended that you choose 30 Minutes for the Dashboard Refresh Rate if you choose more than 24 hours for Dashboard Default View. c. For Dashboard Default View, choose a default view from the drop-down list. d. For Aggregation Type, choose Hourly or Daily from the drop-down list. Note: It is recommended that you choose Daily for the Aggregation Type if you choose more than 24 hours for Dashboard Default View. Click Apply Filter to save the settings.

Create Additional Service Level Dashboard Sites

Each Service Level Dashboard requires its own SharePoint Web site. You can create additional sites either by creating sub-sites of the initial site or by creating independent sites for each individual dashboard. If you create sub-sites, you will not have to create multiple URLs. In addition, users who have access to multiple dashboards can view all dashboards in the same browser window in tabbed format and access the sub-sites beneath each. You may, however, have business reasons for creating independent sites. For example, you may want to create a separate dashboard for each department in your organization. 24

Note: To create new sites and sub-sites, the administrator needs full control permissions to Windows SharePoint Services. The following Windows SharePoint Services procedure creates a site or sub-site: 1. In the navigation bar, click Home. 2. On the Site Actions menu, click Create. 3. On the Create Pages menu, under Web Pages, click Sites and Workspaces. 4. Create a site on the New SharePoint Site page, selecting the Service Level Dashboard site template in the Custom tab of the Select a template box. 5. Click Create.

To create a Service Level Dashboard site

If your business requirement is to create a new site for every dashboard or if you want to create a new dashboard for different departments (for example HR, Finance etc.) you should follow these steps: 1. From the Start menu, open SharePoint 3.0 Central Administration. 2. In the navigation bar, click Application Management. 3. On the Application Management page, in the SharePoint Site Management section, click Create site collection. 4. On the Create Site Collection page, in the Web Application section, if the Web application in which you want to create the site collection is not selected, on the Web Application menu, click Change Web Application. Then, on the Select Web Application page, click the Web application in which you want to create the site collection. Note: When you create a site collection, you also create the site within that site collection. 5. In the Title section, type the title, and in the Description section, provide a description for the site collection. 6. In the Web Site Address section, under URL, select the path to use for your URL (such as an included path like /sites/ or the root directory, /). 7. If you select a wildcard inclusion path, such as /sites/, you must also type the site name to use in your site's URL. 8. In the Template Selection section, in the Select a template list, click the custom tab and select the Service Level Dashboard template that you want to use for the top-level site in the site collection. 9. In the Primary Site Collection Administrator section, enter the user name (in the form domain\user name) for the user who will be the site collection administrator. 25

10. If you want to identify a user as the secondary owner of the new top-level Web site (which is recommended), in the Secondary Site Collection Administrator section, enter the user name for the secondary administrator of the site collection. 11. If you are using quotas to limit resource use for site collections, in the Quota Template section, in the Select a quota template list, click a template. 12. Click OK. For information about how to perform this procedure using the STSADM command-line tool, see Create Site: Stsadm operation (Windows SharePoint Services).

Troubleshooting
If you encounter an error when attempting to install the Service Level Dashboard, it is recommended that you configure the Windows Installer package to enable logging in an effort to assist with diagnosing issues with the installation. Perform the following steps to enable logging: 1. Log on to the server where you are going to install the Service Level Dashboard with an account that has local administrator rights. 2. Click the Start button. 3. In the Search box, type command prompt. 4. In the list of results, right-click Command Prompt, and then click Run as administrator. If you are prompted for an administrator password or confirmation, type the password or provide confirmation. 5. Change directory to the folder containing the Server Level Dashboard .MSI file and type the following: Msiexec.exe /I <ServiceLevelDashboardV2_x86.msi or ServiceLevelDashboardV2_x64.msi> /QB /L*V <Path and filename of log file> If you encounter errors when launching Windows SharePoint Services Central Administration Console after installation, perform the following steps to enable logging to assist with troubleshooting: 1. Log onto the server with an account that has local administrator rights. 2. Open <Drive letter>\Inetpub\wwwroot\wss\VirtualDirectories\<numeric>\web.config file with Notepad.exe or your preferred text editor. 3. Search for the string callstack = false and change its value to true. 4. Search for the string customerror = on and change its value to off. 5. Save the web.config file. 6. From the Start menu, click Run. 7. In the Open box, type cmd, and click OK. 8. At the command prompt, type iisreset /noforce computername, and press ENTER. 26

9. IIS attempts to stop all services before restarting. The IISReset command-line utility waits up to one minute for all services to stop. If the services cannot be stopped within one minute, all IIS services are terminated, and IIS restarts. The next time you launch the Central Administration Console, a more detailed error message will appear in the browser. To enable logging for the Service Level Dashboard in an effort to troubleshoot errors, perform the following steps: 1. Log on to the server with an account that has local administrator rights. 2. Open <Drive letter>\Inetpub\wwwroot\\wss\virtualdirectories\51918\web.config file with Notepad.exe or your preferred text editor. 3. Search for the string callstack = false and change its value to true. 4. Search for the string customerror = on and change its value to off. 5. Save the web.config file. 6. From the Start menu, click Run. 7. In the Open box, type cmd, and click OK. 8. At the command prompt, type iisreset /noforce computername, and press ENTER. 9. IIS attempts to stop all services before restarting. The IISReset command-line utility waits up to one minute for all services to stop. If the services cannot be stopped within one minute, all IIS services are terminated, and IIS restarts. If you encounter errors when running the Service Level Dashboard Web Part, please review the log files located in the %ProgramFiles%\Service Level Dashboard 2.0\Logs\ for further information.

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Creating Service Level Objectives

The following section provides sample scenarios to assist with learning how to develop a Service Level Objective (SLO) in the Operations Manager console, which will be displayed on your Service Level Dashboard for users to view.

Scenario 1: Creating a Service Level Dashboard for a Distributed Application

Jeff Smith requests a dashboard to monitor his business units on-line banking application called BankingNow. In his request, Jeff indicates all users who belong to the BankingNow Application Owners group need access to the dashboard. The dashboard should auto-refresh every five minutes, provide daily aggregation of the data, and display data for the past seven days. The specific areas Jeff wants to monitor are availability (99.99 percent uptime) and performance (80 percent processor time on average.). The Operations Manager administrator used the following procedure to define a SLO which meets Jeffs requirements. To define an SLO for an application 1. In the Operations console, from the Authoring view, click Management Pack Objects and then, in the Authoring navigation tree, click Service Level Tracking. 2. In the Actions pane, click Create. 3. In the Name box, type BankingNow Availability. You can optionally provide a description. Click Next. 4. Under Targeted class, click Select to specify the class for the service level, and then click Distributed Application. 5. You can narrow the service level using the Scope option. The default value is to use all objects of the targeted class. 6. Select the management pack where this service level will be saved. You can use an existing management pack that the distributed application for BankingNow is defined in, or create a new one. 7. Click Next. 8. On the Service Level Objectives page, click Add and then click Monitor state SLO to create a new monitor to track the availability of the application. 9. Define the state monitor as follows: a. In the Name box, type BankingNow Availability SLO. b. Under Targeted class, click Select to specify the class for the service level, and then select Distributed Application. c. Under Monitor, click Availability.

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d. For Service level objective goal, provide the numerical measure for your objective. Type 99.990 to indicate that your goal is 99.99 percent availability. e. To refine what the monitor tracks as available, select or clear any of the following state criteria to be counted as downtime: Unplanned maintenance Unmonitored Monitoring unavailable Monitor disabled Planned maintenance Warning f. Click OK. 10. On the Service Level Objectives page, click Add and then click Performance rule SLO to create a new collection rule to track the performance of the application. 11. Define the performance collection rule as follows: 1. In the Name box, type BankingNow Performance SLO. a. Under Target class, select Windows Operating System. Note: This class must be contained in the distributed application. b. Specify the performance collection rule to use. For this scenario, choose Collect Processor\ % Processor Time performance counter. c. Choose one of the following aggregation methods: Average Min Max d. To define the SLO goal, choose either Less than or More than and enter a value. For this scenario, choose Less than and 80. This indicates that the performance goal is to never exceed 80 percent processor time. e. Click OK. 12. On the Service Level Objectives page, click Next. 13. Review the summary, and then click Finish. 14. On the Completion page, click Close. To validate the creation of the service level objective In the Service Level Tracking pane, select the new service level, and then, in the Action pane, click Properties. To create a service level dashboard based on Jeffs request 1. Create a new site for BakingNow using the Application Management page, in the SharePoint Site Management section. 2. Assign permissions to the BakingNow Application Owner Group. 3. To configure the newly created site, click the Site action menu and then click Edit Page. 4. In the Dashboard Configuration Web Part: a. From the list of Service Levels, select BankingNow. b. For Dashboard Refresh Rate, choose 5 minutes. 29

c. For Dashboard Default View, choose 7 days. d. For Aggregation Type, choose Daily. e. Click Apply Filter to save the settings. 5. Click Exit Edit Page. 6. Validate the new site created by accessing it from the browser.

Scenario 2: Creating a Service Level Dashboard for a Group

Jim Howard requests a dashboard to monitor the front-end servers for the BankingNow application. In his request, John indicates all users who belong to the BankingNow Front-End Admin Support group need access to the dashboard. The dashboard should auto-refresh every two minutes, provide hourly aggregation of the data, and display data for the last 24 hours. The specific areas Jim wants to monitor are availability (99.99 percent uptime) and performance (80 percent processor time on average). The Operations Manager administrator used the following procedure to define an SLO which meets Jims requirements. To define an SLO for a group 1. In the Operations console, from the Authoring view, click Management Pack Objects and then, in the Authoring navigation tree, click Service Level Tracking. 2. In the Actions pane, click Create. 3. In the Name box, type BankingNow Front-End Servers. You can optionally provide a description. Click Next. 4. Under Targeted class, click Select to specify the class for the service level, and then click Computer. 5. You can narrow the service level using the Scope option. The default value is to use all objects of the targeted class. 6. Select the management pack where this service level will be saved. You can use an existing management pack that the distributed application for BankingNow is defined in, or create a new one. 7. Click Next. 8. On the Service Level Objectives page, click Add and then click Monitor state SLO to create a new monitor. This monitor tracks the availability of the application. 9. Define the state monitor as follows: a. In the Name box, type BankingNow Front-End Servers Availability SLO. b. Under Targeted class, click Select to specify the class for the service level, and then select Computer. c. Under Monitor, choose the specific monitor that you want to use to measure the objective. For this scenario, choose Availability. d. For Service level objective goal, provide the numerical measure for your objective. Type 99.990 to indicate that your goal is 99.99 percent availability. e. You can refine what the monitor tracks as available by selecting or clearing any of the following state criteria to be counted as downtime: 30

 Unplanned maintenance Unmonitored Monitoring unavailable Monitor disabled Planned maintenance Warning f. Click OK. 10. On the Service Level Objectives page, click Add and then click Performance rule SLO to create a new collection rule. This rule tracks the performance of the application 11. Define the performance collection rule as follows: a. In the Name box, type BankingNow Front-End Servers Performance SLO. b. Under Target class, select Windows Operating System. Note: This class must be contained in the distributed application. c. Specify the performance collection rule to use. For this scenario, choose Collect Processor\ % Processor Time performance counter. d. Choose one of the following aggregation methods: Average Min Max e. Define the SLO goal by choosing either Less than or More than and entering a value. For this scenario, choose Less than and 80. This indicates that the performance goal is to never exceed 80 percent processor time. f. Click OK. 12. On the Service Level Objectives page, click Next. 13. Review the summary and click Finish. 14. On the Completion page, click Close. To validate the creation of the service level objective In the Service Level Tracking pane, select the new service level and then, in the Action pane, click Properties. To create a service level dashboard based on Jims request 1. Create a new site for BankingNow using the Application Management page, in the SharePoint Site Management section 2. Assign permission to the IT Pros group. 3. To configure the newly created site, on Site action menu, click Edit Page. 4. In the Dashboard Configuration Web Part: a. From the list of Service Levels, select BankingNow Front-End Servers. b. For Dashboard Refresh Rate, choose 2 minutes. c. For Dashboard Default View, choose 24 hours. d. For Aggregation Type, choose Hourly. e. Click Apply Filter to save the settings. 31

5. Click Exit Edit Page. 6. Validate the new site created by accessing it from the browser. Note: Any users who are in the BankingNow Application Owners group and BankingNow Front-End Server Admin Support group will be able to access both dashboards as multiple tabs in the same browser. For those users who are interested in viewing BankingNow Application and Front-End Servers group on a single dashboard, create a new site by selecting both the service levels.

Scenario 3: Creating a Service Level Dashboard for an IT Service

The Network Team requests a dashboard to monitor the service availability of the Microsoft Windows Domain Name System (DNS) deployed on all the domain controllers in the enterprise. The team indicates that the Network Admins group needs access to the dashboard. The dashboard should auto-refresh every five minutes, provide daily aggregation of the data, and display data for the past seven days. The specific areas that the Network Team wants to monitor are availability (99.99 percent uptime). The Operations Manager administrator used the following procedure to define a SLO that meets the Network Teams requirements. To define an SLO for an IT Service 1. In the Operations console, from the Authoring view, click Management Pack Objects and then, in the Authoring navigation tree, click Service Level Tracking. 2. In the Actions pane, click Create. 3. In the Name box, type DNS Service Availability. You can optionally provide a description. Click Next. 4. Under Targeted class, click Select to specify the class for the service level, and then click DNS2008/R2 Servers. 5. You can narrow the service level using the Scope option. The default value is to use all objects of the targeted class. 6. Select the management pack where this service level will be saved. You can use an existing management pack that the overrides for the Windows Server DNS management pack are defined in, or create a new one. 7. Click Next. 8. On the Service Level Objectives page, click Add and then click Monitor state SLO to create a new monitor to track the availability of the application. 9. Define the state monitor as follows: a. In the Name box, type DNS Service Availability SLO. b. Under Targeted class, click Select to specify the class for the service level, and then select DNS 2008/R2 Server. c. Under Monitor, click Availability. d. For Service level objective goal, provide the numerical measure for your objective. Type 99.990 to indicate that your goal is 99.99 percent availability. 32

e. To refine what the monitor tracks as available, select or clear any of the following state criteria to be counted as downtime: Unplanned maintenance Unmonitored Monitoring unavailable Monitor disabled Planned maintenance Warning f. Click OK. 10. On the Service Level Objectives page, click Next. 11. Review the summary, and then click Finish. 12. On the Completion page, click Close. To validate the creation of the service level objective In the Service Level Tracking pane, select the new service level, and then, in the Action pane, click Properties. To create a service level dashboard based on the Network Teams request 1. Create a new site for the Network Team using the Application Management page, in the SharePoint Site Management section. 2. Assign permissions to the Network Admins Group. 3. To configure the newly created site, click the Site action menu and then click Edit Page. 4. In the Dashboard Configuration Web Part: a. From the list of Service Levels, select DNS Service Availability. b. For Dashboard Refresh Rate, choose 5 minutes. c. For Dashboard Default View, choose 7 days. d. For Aggregation Type, choose Hourly. e. Click Apply Filter to save the settings. 5. Click Exit Edit Page. 6. Validate the new site created by accessing it from the browser.

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Viewing the Service Level Dashboard

After a Service Level Dashboard site has been created and configured, users who have the required permissions can view information on the dashboard. This section of the guide briefly describes the dashboard user interface (UI) and provides more detail about the dashboard filters which control the data rendered on the dashboard. The Service Level Dashboard uses five separate Web Parts to display service level metrics and filters. The reported data reflects default filter values which were selected by the IT administrator in the Dashboard Configuration Web Part, which is visible only to administrators. The Web Parts of the Service Level Dashboard that are visible to users are: Parameters Service Levels Selected Service Level SLOs Service Level Objective Worst Performing SLO Instance Over Time

These Web parts are interrelated, so the selection of objects or filters for each Web Part affects the data displayed on Web parts below it on the list.

SLD Web Parts

Parameters
The Parameters Web Part allows users to filter or change the data rendered on the dashboard by selecting values for four time parameters which apply to the service level metrics reported on a particular dashboard. When you change the filter values and then click the Apply Filter button, the data displayed on the dashboard changes to reflect your filter selection. Note: The filter value changes you make in all Web Parts persist only for your current session and do not affect the default view others see when they access the site. The following table describes the four filter parameters: Filter Parameter Time Zone Functionality Filter by time zone Default Values Server time zone

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Filter Parameter Aggregation Method

Functionality Specify how frequently (Hourly or Daily) to aggregate data. If the selected value for the Dashboard Time Period filter is Last 60 Minutes, the Aggregation Method parameter is disabled.

Default Values Selection made in Dashboard Configuration Web Part

Dashboard Time Period Use Business Hours

Specify which time period to display on the dashboard Specify the business hours you want to track. This parameter is available only when you choose Hourly for the Aggregation Method.

Selection made in Dashboard Configuration Web Part Use Business Hours option is not selected by default

Table 4 - Filter Parameters Note: It is recommended to choose Daily for the Aggregation Method if you choose more than 24 hours for the Dashboard Time Period.

Service Levels
The Service Levels Web Part identifies the specific applications, groups, or class of objects for which service level metrics are available on this particular dashboard. Each is referred to as a service level and is displayed as a tile. Typically, the service levels chosen for a dashboard are intended to meet the needs of a specific audience. For example, the directory services team may be interested in tracking service levels for availability of Active Directory Directory Services in the enterprise. Conversely, an application owner of an online banking application may be interested in tracking service levels for availability of all component supporting the online application and performance of transactions submitted. Depending on the structure and size of the organization, a separate Service Level Dashboard might be created for the IT service owners (such as the Directory Services Team) and another defined for the application owner to focus solely on the application. The IT administrator can configure, and the Service Level Dashboard can display, a maximum of six service levels per dashboard. The tracked service levels are displayed in alphabetical order based on their display names. By default the worst performing service level is selected automatically when a user visits the site. When a service level is selected, the entire tile changes to red or green.

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The data in the three Web Parts located below the Service Levels Web Part reflects the service level selected in the Service Levels Web Part. When you click a different service level tile, the related Web Parts update accordingly. The service level displays green or red icons in the upper left corner to indicate its current state. Green state. Denotes that all of the SLOs in all of the service levels managed entities are meeting the target goals. Red state. Denotes that one or more of the SLOs in any of the service levels managed entities is not meeting the target goal.

Service Level Targets

The Selected Service Level Targets Web Part shows the display names of the instances for the service level selected. (Note that the name of the Web Part displayed on the screen will reflect the actual service level selected.) By default the worst performing instance is at the top of the list and is selected automatically. However, users can select which instance to view. The instances display green or red icons to indicate their state. Green state. Denotes that all of the service level instances SLOs are meeting their target goals. Red state. Denotes that one or more of the service level instances SLOs is not meeting its target goal.

Service Level Objectives

The Service Level Objective Web Part displays SLOs for the selected service level instance in the ascending order of performance, with the worst performing displayed first. To select a different SLO, click the SLO name in this Web Part. The dashboard uses Dundas Gauges to display actual values and to indicate whether service level goals are met. Each SLO can have single or multiple instances.

Components Description
The following list describes the different values presented on this Web Part: Green scale on the gauge. The pointer points to the green scale when all of the SLO instances are meeting their target goals. Red scale on the gauge. The pointer points to the red scale when one or more of the SLO instances is not meeting its target goal. SLO name. The name of the SLO as defined in the Operations Manager Service Level Tracking feature. Goal. This metric indicates the target that the SLO strives to meet. 36

Actual. This metric (displayed in the box below the gauge) indicates the current value of the SLO. The value can be a percentage or an absolute number, depending on the SLO type. Total. This is the total number of instances for which the SLO is defined. Failed. This is the total number of failed instances of the defined SLO. MTTR. The mean time to repair (MTTR) is the average time that an application or group takes to recover from any failure. Note: The dashboard uses the following calculation formula: MTTR = Total downtime / total number of failures.

MTBF. The mean time between failures (MTBF) is the average time between failures for the application or group. Note: When an SLO has more than one instance, the worst performing SLOs actual MTTR and MTBF values appear.

Uptime and Downtime Calculations

Based on the SLO configuration in Operations Manager, the states that account for uptime and downtime of the application, group, or class of objects include the following. Unplanned Maintenance Unmonitored Monitoring unavailable Monitor disabled Planned Maintenance Warning

When the Use Business Hours filter is chosen in the Parameters Web Part, the dashboard calculates the uptime, downtime and total number of failures for the selected business hour time interval only. If the application is down at the start of business hours, that counts as a failure point towards total number of failures. If the application is down at the end of business hours for the day and is still down at the start of the business on the following day, this circumstance is counted as a single failure in the total number of failures. If the application was restored and failed again multiple times during non-business hours, those failures are not counted toward the total number of failures.

Worst Performing Service Level Objective

This Web Part displays the actual value of the SLO over a specified period based on the aggregation options. The graph is generated based on the Dashboard Time Period parameter and, by default, displays the worst performing SLO. When you change the SLO in the Service Level Objective Web Part, this graph updates based on your selection.

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Appendix - Reference Information

Windows SharePoint Services 3.0
Downloadable Book: Installation guide for Windows SharePoint Services 3.0 http://technet.microsoft.com/en-us/library/cc288653(office.12).aspx Planning and architecture for Windows SharePoint Services 3.0 , part 1 http://go.microsoft.com/fwlink/?LinkID=127025 Planning and architecture for Windows SharePoint Services 3.0 , part 2 http://go.microsoft.com/fwlink/?LinkId=85553 Deployment for Windows SharePoint Services 3.0 technology http://go.microsoft.com/fwlink/?LinkID=123878 Installation guide for Windows SharePoint Services 3.0 - http://go.microsoft.com/fwlink/? LinkID=107358 Windows SharePoint Services 3.0 x64 with Service Pack 2 http://www.microsoft.com/downloads/en/details.aspx?FamilyID=9FB41E51-CB03-4B47B89A-396786492CBA Windows SharePoint Services 3.0 x86 with Service Pack 2 http://www.microsoft.com/downloads/en/details.aspx?FamilyID=EF93E453-75F1-45DF8C6F-4565E8549C2A

Service Level Dashboard for Operations Manager 2007 R2

Service Level Dashboard 2.0 for System Center Operations Manager 2007 R2 http://www.microsoft.com/downloads/en/details.aspx?FamilyId=1d9d709f-9628-46a8-952ba78f5dd2bdd9&displaylang=en

Operations Manager 2007 R2

Operations Manager 2007 R2 Design Guide http://download.microsoft.com/download/B/F/D/BFDD0F66-1637-4EA3-8E6E8D03001E5E66/OM2007R2_DesignGuide.docx Operations Manager 2007 R2 Deployment Guide http://download.microsoft.com/download/B/F/D/BFDD0F66-1637-4EA3-8E6E8D03001E5E66/OM2007R2_DeploymentGuide.docx

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Operations Manager 2007 R2 Security Guide http://download.microsoft.com/download/B/F/D/BFDD0F66-1637-4EA3-8E6E8D03001E5E66/OM2007R2_SecurityGuide.docx Operations Manager 2007 R2 Operations Administrators Guide http://download.microsoft.com/download/B/F/D/BFDD0F66-1637-4EA3-8E6E8D03001E5E66/OM2007R2_OperationsAdministratorsGuide.docx Operations Manager 2007 R2 Operations Users Guide http://download.microsoft.com/download/B/F/D/BFDD0F66-1637-4EA3-8E6E8D03001E5E66/OM2007R2_OperationsUsersGuide.docx

Microsoft Operations Framework 4.0

Microsoft Operations Framework on TechNet - http://technet.microsoft.com/enus/library/cc506049.aspx

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