IBM Tivoli Netcool Service Quality Manager V4.1Customer Experience Manager user function IBM Tivoli Netcool Service Quality Manager V4.1 Customer Experience Manager user function IBM® Tivoli® Netcool® Service Quality Manager 4.1: Customer experience manager user function. This training module is for Tivoli Netcool Service Quality Manager 4.1 customer experience manager user function. Assumptions Assumptions You have Tivoli Netcool Service Quality Manager 4.1 installed and running You have Tivoli Netcool Customer Experience Manager 4.1.2 installed and running You are a user with access to CEM Analysis, CEM SLO Management, and CEM SLO Monitor Assumptions. The assumptions are that you have Tivoli Netcool Service Quality Manager 4.1 and Tivoli Netcool Customer Experience Manager 4.1.2 installed and running. You must also be a user with access to CEM Analysis, CEM SLO Management, and CEM SLO Monitor. Objectives Objectives Upon completion of this module, you should be able to navigate Customer Experience Manager user functions Objectives. Upon completion of this module, you should be able to navigate Customer Experience Manager user functions. Service Quality Manager Web portal Service Quality Manager Web portal Click the Service Quality Manager Web Portal icon in the Application Discoverer window Service quality manager web portal. Click the Service Quality Manager Web Portal icon in the Application Discoverer window. Login Login Enter your user ID and password to log in Login. Enter your user ID and password to log in. Customer experience management Customer experience management Expand Customer Experience Management Customer experience management. Expand Customer Experience Management. Customer experience management options Customer experience management options Customer experience management has three options: Cellular CEM, SLO Management, and SLO Monitor Customer experience management options. Customer experience management has three options: Cellular CEM, SLO Management, and SLO Monitor. Cellular CEM Cellular CEM Click Cellular CEM Cellular CEM. Click Cellular CEM. Hide navigation menu Hide navigation menu Click the Hide Navigation button Hide navigation menu. Click the Hide Navigation button. Cellular CEM options Cellular CEM options You can perform customer and customer group search and analysis You can perform device search, analysis, and summary You can edit preferences Cellular CEM options. With Cellular CEM, you can perform customer and customer group search and analysis. You can also perform device search, analysis, and summary. You can edit preferences. Customer analysis view Customer analysis view Click Customer to start the customer analysis view Customer analysis view. Click Customer to start the customer analysis view. Expand customer search options Expand customer search options Click the down arrow icons for Advanced Search Options and More Search Options Expand customer search options. Click the down arrow icons for Advanced Search Options and More Search Options. Customer search options Customer search options You can enter a customer name, account number, or phone number to search You can match case or search on an exact match Enter Keith as the customer name to search Click Search Customer search options. You can enter a customer name, account number, or phone number to search. You can match case or search on an exact match. Enter Keith as the customer name to search. Click Search. Customer analysis Customer analysis Double-click Keith Holland to see the customer analysis view of the customer Customer analysis. Double-click Keith Holland to see the customer analysis view of the customer. Customer analysis details Customer analysis details The Customer Analysis window shows customer details and services You can click the icons to switch between the analysis, associated SLO, and associated SLA views The help tab is the default view Click the double arrow icon to hide the left navigation window Click SMS 1.2 Customer analysis details. The Customer Analysis window shows customer details and services. You can click the icons to switch between the analysis, associated SLO, and associated SLA views. The help tab is the default view. Click the double arrow icon to hide the left navigation window. Click SMS 1.2. Customer details and services icons Customer details and services icons Click the copy icon in the Customer Details window to copy the customer details to the clipboard You can refresh the Services window by clicking the refresh icon Click the list view icon to change to list view Customer details and services icons. Click the copy icon in the Customer Details window to copy the customer details to the clipboard. You can refresh the Services window by clicking the refresh icon. Click the list view icon to change to list view. Services list view icons Services list view icons You can click the tree view icon to return to tree view You can click the sort icon to sort You can click the copy icon to copy services to the clipboard Drag the window to hide customer details and services Services list view icons. You can click the tree view icon to return to tree view. You can click the sort icon to sort. You can click the copy icon to copy services to the clipboard. Drag the window to hide customer details and services. Customer analysis header Customer analysis header You can filter data by device from the pull-down menu You can hide the filter by clicking the up arrow icon Click the calendar icon to set the interval Customer analysis header. You can filter data by device from the pull-down menu. You can hide the filter by clicking the up arrow icon. Click the calendar icon to set the interval. Setting intervals Setting intervals You can set a sliding window by selecting Sliding window and selecting a time interval You can select a historical window by clicking Historical window and selecting start and end times Select a 24-hour sliding window Click OK Setting intervals. You can set a sliding window by selecting Sliding window and selecting a time interval. You can select a historical window by clicking Historical window and selecting start and end times. Select a 24-hour sliding window. Click OK. Transactions service data tab Transactions service data tab The Transactions service data tab contains Failed Transactions and All Transactions tabs The Failed Transactions tab contains Failed Transactions and Breakdown by Category windows The All Transactions tab contains All Transactions and Breakdown by Outcome windows Transactions service data tab. The Transactions service data tab contains Failed Transactions and All Transactions tabs. The Failed Transactions tab contains Failed Transactions and Breakdown by Category windows. The All Transactions tab contains All Transactions and Breakdown by Outcome windows. Transactions service data tab icons Transactions service data tab icons You can click the Preferences icon to set background colors You can expand to full screen and restore using the icons next to the Preferences icon You can change from pie, chart, and tabular views with the chart icons Drill down into Address unresolved_SMS by double-clicking a pie slice Transactions service data tab icons. You can click the Preferences icon to set background colors. You can expand to full screen and restore using the icons next to the Preferences icon. You can change from pie, chart, and tabular views with the chart icons. Drill down into Address unresolved_SMS by double-clicking a pie slice. Transactions service data tab icons continued Transactions service data tab icons continued You can drill up to the original chart by clicking the drill up icon Transactions service data tab icons continued. You can drill up to the original chart by clicking the drill up icon. Customer groups and devices service data tabs Customer groups and devices service data tabs You can configure the view filter by clicking the configure view icon You can change from bubble aggregate, chart aggregate, 100% aggregate, tabular aggregate, line breakdown, column failure rate distribution, and tree distribution by clicking the icons The Devices tab has similar options Customer groups and devices service data tabs. You can configure the view filter by clicking the configure view icon. You can change from bubble aggregate, chart aggregate, 100% aggregate, tabular aggregate, line breakdown, column failure rate distribution, and tree distribution by clicking the icons on the right. The Devices service data tab has similar options. Failure causes, history, devices, and location service data tabs Failure causes, history, devices, and location service data tabs You can view data in column or list view You can drill down to specific data by double-clicking a column of data Failure causes, history, devices, and location service data tabs. You can view data in a column or list view. You can drill down to specific data by double-clicking a column of data. Reports Reports Select report time intervals by selecting Specify the report time interval and selecting a start and end time You can view a report by selecting a report and clicking View Report, or by double-clicking the report Reports. Select report time intervals by selecting Specify the report time interval, and selecting a start and end time. You can view a report by selecting a report and clicking View Report, or by double-clicking the report. Customer group analysis view Customer group analysis view Click Customer Group to start the customer group analysis view Customer group analysis view. Click Customer Group to start the customer group analysis view. Expand customer group search options Expand customer group search options Click the down arrow icons for Advanced Search Options and More Search Options Expand customer group search options. Click the down arrow icons for Advanced Search Options and More Search Options. Customer group search options Customer group search options You can enter a customer group name or a customer name to search You can match case or search on an exact match Enter Customer as the customer group name to search Click Search Customer group search options. You can enter a customer group name or a customer name to search. You can match case or search on an exact match. Enter Customer as the customer group name to search. Click Search. Customer group analysis Customer group analysis Double-click Customer_Group1 to see the customer group analysis view of a customer group Customer group analysis. Double-click Customer_Group1 to see the customer group analysis view of a customer group. Customer group analysis details Customer group analysis details The Customer Group Analysis window shows customer group details that are similar to the ones in the Customer Analysis window Customer group analysis details. The Customer Group Analysis window shows customer group details that are similar to the ones in the Customer Analysis window. Device analysis view Device analysis view Click Device to start the device analysis view Device analysis view. Click Device to start the device analysis view. Expand device search options Expand device search options Click the down arrow icon for More Search Options Expand device search options. Click the down arrow icon for More Search Options. Device search options Device search options You can enter a model name or manufacturer to search You can match case or search on an exact match Enter DeviceType3_15 as the model name to search Click Search Device search options. You can enter a model name or a manufacturer to search. You can match case or search on an exact match. Enter DeviceType3_15 as the model name to search. Click Search. Device analysis Device analysis Double-click DeviceType3_15_CEM_SMS to see the device analysis view of the device Device analysis. Double-click DeviceType3_15_CEM_SMS to see the device analysis view of the device. Device analysis details Device analysis details The Device Analysis window shows device details that are similar to the ones in the Customer and Customer Group Analysis windows Click Summary to see the device summary Device analysis details. The Device Analysis window shows device details that are similar to the ones in the Customer and Customer Group Analysis windows. Click Summary to see the device summary. Device summary Device summary Double-click SMS 1.2 to see manufacturers for this service Double-click All Manufacturers to see all manufacturers You can double-click any device to see the device in the Device Analysis view Device summary. Double-click SMS 1.2 to see manufacturers for this service. Double-click All Manufacturers to see all manufacturers. You can double-click any device to see the device in the device analysis view. Preferences Preferences You can enable automatic refresh and set the interval of automatic refresh in the Preferences window Preferences. You can enable automatic refresh and set the interval of automatic refresh in the Preferences window. SLO management SLO management Click SLO Management SLO management. Click SLO Management. SLO explorer SLO explorer You can create, delete, modify, and refresh SLO folders and SLOs You can verify information from the SLO information tabs SLO explorer. You can create, delete, modify, and refresh SLO folders and SLOs. You can verify information from the SLO information tabs. Manage life cycle of SLO and create SLO Manage life cycle of SLO and create SLO You can validate, activate, terminate, suspend, and recycle SLOs You can see how to create an SLO by referring to the CEM SLO Creation IEA Manage life cycle of SLO and create SLO. You can validate, activate, terminate, suspend, and recycle SLOs. You can see how to create an SLO by referring to the CEM SLO creation IEA. Find SLOs Find SLOs You can find SLOs by clicking the Find SLOs tab Enter sms_deliver for the SLO name You can also expand More Search Options and select case or exact match Click Search Find SLOs. You can find SLOs by clicking the Find SLOs tab. Enter sms_deliver for the SLO name. You can also expand More Search Options and select case or exact match. Click Search. Search results Search results Click sms_deliver to see SLO information Search results. Click sms_deliver to see SLO information. SLO monitor SLO monitor Click SLO Monitor SLO monitor. Click SLO Monitor. Monitor SLO Monitor SLO Hide the navigation window Expand sqmuser_data Click sms_deliver to monitor Monitor SLO. Hide the navigation window. Expand sqmuser_data. Click sms_deliver to monitor. Add selected SLOs Add selected SLOs Click the plus (+) icon to add sms_deliver to monitored SLOs Expand sms_deliver Add selected SLOs. Click the plus icon to add sms_deliver to monitored SLOs. Expand sms_deliver. SLO monitor icons SLO monitor icons You can remove or refresh SLOs Click the reports icon to generate reports associated with the SLO SLO monitor icons. You can remove or refresh SLOs. Click the reports icon to generate reports associated with the SLO. Generate reports Generate reports Available reports are shown Click Back to monitor view to return to the monitor view Generate reports. Available reports are shown. Click Back to monitor view to return to the monitor view. SLO monitor service data tabs SLO monitor service data tabs Double-click sms_deliver or Period: 15 min to see the SLO data tabs SLO monitor service data tabs. Double-click sms_deliver or Period: 15 min to see the SLO data tabs. SLO monitor service data tabs view SLO monitor service data tabs view Click Back to monitor view to return to the monitor view SLO monitor service data tabs view. Click Back to monitor view to return to the monitor view. SLO history SLO history Select Period: 15 min to view SLO history You can move the history window backward or forward by clicking the left and right arrow icons You can change the history window size by clicking the calendar icon SLO history. Select Period: 15 min to view SLO history. You can move the history window backward or forward by clicking the left and right arrow icons. You can change the history window size by clicking the calendar icon. Summary Summary You should now be able to navigate Customer Experience Manager user functions Summary. You should now be able to navigate Customer Experience Manager user functions. Training roadmap for IBM Tivoli Netcool Service Quality Manager Training roadmap for IBM Tivoli Netcool Service Quality Manager http://www.ibm.com/software/tivoli/education/edu_prd.html Training roadmap for IBM Tivoli Netcool Service Quality Manager. You can see the training roadmap for IBM Tivoli Netcool Service Quality Manager by going to the URL listed on the slide. Feedback Feedback Your feedback is valuable You can help improve the quality of IBM Education Assistant content to better meet your needs by providing feedback. Did you find this module useful? Did it help you solve a problem or answer a question? Do you have suggestions for improvements? 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