Looking for some input on approach/best practice, or a point in the right direction for any resources I may have missed.
Currently we are in preproduction implementation of JSM on our instance. Our existing ITSM processes are all implemented in Remedy ITSM on-prem, We have identified a gap in the SLA functionality.
Specifically we are using a type of SLA known in Remedy parlance as CI Unavailability or CIU for short. We have configured the other SLA’s in our Jira instance, but for this use case I am fairly certain the SLM configuration in JSM does not support. anything similar
Use case:
We have specific monitors configured which are intended to indicate if an application is available or not. We need to be able to report on a monthly basis for each application what percentage was it available for accounting for the varying availability windows of the applications (ie some apps should be available 24x7, some should be available 24x5, should be available during business hours, etc), vs the expected availability.
Current state:
In our ITSM environment events for these application SLA monitors are sent to BMC Event Manger and there are rules with cause the event to create a related CIU record. We then have a escalation(Remedy scheduled automation) which creates a record on a custom form nightly for each application indicating what percentage of the expected availability the application was actually available for based on any unavailability records corresponding to the application.
Hoping to find anyone who has tried implementing something similar, and if so any recommendations, pitfalls, approach, etc
