# 14 IT Services

IT Services are intended for those who want to get a high-level
(business) view of monitored infrastructure. In many cases, we are not
interested in low-level details, like lack of disk space, high processor
load, etc. What we are interested in is availability of service provided
by our IT department. We can also be interested in identifying weak
places of IT infrastructure, SLA of various IT services, structure of
existing IT infrastructure, and many other information of higher level.

Zabbix IT Services provide answers to all mentioned questions.

IT Services is hierarchy representation of monitored data.

A very simple IT service structure may look like:

    IT Service
    |
    |-Workstations
    | |
    | |-Workstation1
    | |
    | |-Workstation2
    |
    |-Servers

Each node of the structure has attribute status. The status is
calculated and propagated to upper levels according to selected
algorithm. At the lowest level of IT Services are triggers. The status
of individual nodes is affected by the status of their triggers.

::: notewarning
Note that triggers with severities **Not
classified** and **Information** do not impact SLA
calculation.
:::

#### Configuring IT Services

To configure IT Services, go to Configuration → IT Services.

On this screen you can build a hierarchy of your monitored
infrastructure. The highest-level parent service is 'root'. You can
build your hierarchy downward by adding lower-level parent services and
then individual nodes to them.

![](../../../assets/en/manual/config/1.8.5_frontend_itservicesadd.png){width="600"}

Click on a service to add services to it or edit the service. A form is
displayed where you can edit service attributes.

##### Configuring an IT Service

![](../../../assets/en/manual/config/1.8.5_frontend_itservicesform.png){width="500"}

IT Service attributes:

|Parameter|Description|
|---------|-----------|
|**Name**|Service name.|
|**Parent service**|Parent service the service belongs to.|
|**Depends on**|List of child services the service depends on.|
|**Status calculation algorithm**|Method of calculating service status:<br>**Do not calculate** - do not calculate service status<br>**Problem, if at least one child has a problem** - considered to be a problem if already one child service has a problem<br>**Problem, if all children have problems** - considered to be a problem only if all child services are having problems|
|**Calculate SLA**|Enable SLA calculation and display.|
|**Acceptable SLA (in %)**|SLA percentage that is acceptable for this service. Used for reporting.|
|**Service times**|By default, all services are expected to operate 24x7x365. If exceptions needed, add new service times.|
|**New service time**|Service times:<br>**One-time downtime** - a single downtime. Service state within this period does not affect SLA.<br>**Uptime** - service uptime<br>**Downtime** - service state within this period does not affect SLA.<br>Add the respective hours.<br>*Note*: Service times affect only the service they are configured for. Thus, a parent service will not take into account the service time configured on a child service (unless a corresponding service time is configured on the parent service as well).|
|**Link to trigger**|Linkage to trigger:<br>**None** - no linkage<br>**trigger name** - linked to the trigger, thus depends on the trigger status<br>Services of the lowest level must be linked to triggers. (Otherwise their state will not be represented accurately.)|
|**Sort order**|Sort order for display, lowest comes first.|

#### Monitoring IT Services

To monitor IT Services, go to Monitoring → IT Services.

![](../../../assets/en/manual/config/1.8.5_frontend_itservices.png){width="600"}

A list of the existing IT services is displayed along with data of their
status and SLA. From the dropdown in the upper right corner you can
select a desired period for display.

Displayed data:

|Parameter|Description|
|---------|-----------|
|**Service**|Service name.|
|**Status**|Status of service:<br>**OK** - no problems<br>**(trigger colour and severity)** - indicates a problem and its severity|
|**Reason**|Indicates the reason of problem (if any).|
|**SLA (period)**|Displays SLA bar. Green/red ratio indicates the proportion of availability/problems.|
|**SLA**|Displays acceptable SLA/current SLA value. If current value is below the acceptable level, it is displayed in red.|
|**Graph**|Contains link to a graph of availability data.|

You can also click on the green/red SLA bar to access the *IT Services
Availability Report*.

![](../../../assets/en/manual/config/1.8.5_frontend_itservices2.png){width="600"}

Here you can assess IT service availability data over a longer period of
time on daily/weekly/monthly/yearly basis.