Investigate a service with poor health

Diagnose and understand the root cause of degraded service health scores by using the ITSI Service Analyzer. To investigate a service with poor health or a service that displays a notification icon, click the service tile. View the service KPIs and associated entities to understand the cause of service degradation. Furthermore, you can click on a KPI in the side panel (or on a KPI tile) to see a secondary panel that shows the severity and value of any entities that contribute to the KPI.

Investigate degraded KPIs

When a KPI value crosses a configured threshold, it can be flagged as degraded. Investigate KPIs associated with a service to understand the root cause behind a particular service's health score.

1. Select a service tile on the Service Analyzer.
2. In the panel that opens, select the Service impact analysis tab. A prioritized list generated by a backend algorithm displays the top KPIs impacting your service health score, including KPIs from your service dependencies.
3. Drill down into a specific KPI to view information about the entities associated with the KPI. Investigate the associated entities to determine whether they are causing poor service or aggregate KPI health scores. See Investigate associated entities in the next section.

Investigate associated entities

Degraded entities may also negatively impact your service's health score. To investigate an entity that may be affecting your service health score, complete these steps:

1. In the Service impact analysis tab, the Degraded entities column displays the number of entities with abnormal performance associated with each KPI.
2. Select a KPI to investigate. A new panel opens listing entities and entity metrics associated with the KPI.
3. Drill down into a specific entity to investigate its vital metrics and identify what is causing degradation. A new page will open listing the entity's vital metrics, analytics, searches returning entity data, and other information. Use these metrics to determine whether your entity is causing KPI degradation. For more information, see About the Entity Overview in ITSI.