EncartaLabs

BMC Atrium - Service Level Management

( Duration: 1 Day )

The BMC Atrium - Service Level Management training course provides a combined solution to bridge operations and services. In this course, Service Level Managers and Applications Administrators gain competency in defining, creating, managing, and monitoring agreements, service targets, and contracts, using the BMC Atrium SLM application, which helps them to monitor the performance of a service, other configuration items, and infrastructure processes. Attendees also learn how to generate and interpret reports using the Report Console to document critical metrics about Service Level Agreements (SLAs).

By attending BMC Atrium - Service Level Management workshop, attendees will learn to:

  • Describe Service Level Management (SLM) benefits
  • Describe the Process flows for BMC Atrium Service Level Management
  • Describe the Service Level Agreement lifecycle
  • Identify the roles associated with SLM
  • Identify the Service Level Management Console
  • Distinguish among Service Level Agreements (SLAs), Operational Level Agreements(OLAs), and Underpinning Contracts (UCs)
  • Describe the process of planning, defining, and negotiating terms of SLA requirements
  • Use the service target templates
  • Define service target terms and conditions using the Advanced mode
  • Create agreements using the Service Level Management Console
  • Explain the process of creating contracts and associating them with new or existing agreements
  • Define compliance targets to track agreement performance
  • Monitor SLAs and service targets using the Service Level Management Dashboard
  • Explain the process for creating and viewing general reports and using advanced qualifications

  • Knowledge of ITIL Foundational processes

Service Level Managers & Applications Administrators

COURSE AGENDA

1

Service Level Management Overview

  • Overview of SLM
  • Describing BMC Atrium
  • Identifying ITIL and SLM Objectives
  • Defining SLM Roles
  • Accessing Online Product Documentation
2

Understanding BMC Atrium Service Level Management

  • Overview of the SLM elements
  • Introducing the SLM Components
  • Planning and Defining Agreements
3

Navigating BMC Atrium Service Level Management

  • Working with the IT Home Page
  • Navigating the SLM Console
4

Working With Service Targets

  • Initiating a Service Target
  • Defining Goals and Costs
  • Defining Measurement Criteria
  • Creating Milestones and Actions
  • Managing Service Targets
  • Configuring Follow-the-Sun Feature
5

Working With Agreements

  • Initiating an Agreement
  • Completing an Agreement
  • Managing Agreements
6

Working With Contracts

  • Creating a Contract
  • Managing Contracts
7

Using Dashboards

  • Introducing Dashboards
  • Describing the Compliance Tab
  • Describing the SLM Trends Tab
  • Describing the Service Targets Tab
  • Describing the Business Tab
  • Discussing the Customer Dashboard
  • Discussing the CI Compliance View Dashboard
8

Generating Reports

  • Working with Reports
  • Generating Predefined Reports
  • Defining Adva

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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