IBM Tivoli Training Netcool Service Quality Manager 4.1 IBM Tivoli Training Netcool Service Quality Manager 4.1 Service level agreement creation IBM Tivoli Training Netcool® Service Quality Manager 4.1, Service level agreement creation. Assumptions Assumptions You have Netcool Service Quality Manager 4.1 installed and running You are a user with access to Service Quality Manager and SLA Provisioning roles The assumptions are that you have Netcool Service Quality Manger 4.1 installed and running and that you are a user with access to Service Quality Manager and an SLA Provisioning Role. Objectives Objectives Upon completion of this module, you should be able to: Create a new service level agreement (SLA) Create a service level agreement from an existing service level agreement Create a service level agreement from a template Upon completion of this module, you should be able to create a new service level agreement, create a service level agreement from an existing service level agreement, and create a service level agreement from a template. Start SLA provisioning Start SLA provisioning Click SLA Provisioning on the shortcut bar Starting at the welcome page, click SLA Provisioning on the shortcut bar. Select SLAs Select SLAs Click SLAs in the SLA Provisioning menu. Create an SLA Create an SLA Highlight and right-click Wireless Services External You can create a blank SLA, create a new SLA from an existing SLA, or create an SLA from a template In the SLAs window, highlight the Wireless Services External party and click New, or right-click the Wireless Services External party to create an SLA. Create a new SLA Create a new SLA Click Create a Blank SLA… Click Create a Blank SLA… to create a new SLA. Enter a name and description Enter a name and description Enter a name Enter a description (optional) You must enter the name of the SLA, for example, WirelessServices. Entering a description is optional. Enter a service name Enter a service name Enter a service name or click Browse to locate a service name You can type the name of the service model. If the service model is not provisioned, the service model is not displayed in the Clause Editor Click Browse to select a service name from a new window. You can type the name of the service model, but if the service model is not provisioned, the service model is not be displayed in the Clause Editor, and you must add clauses manually. Select a service model Select a service model Expand the folders, select Service Model, and click OK Expand Service Model categories. Expand COTS_IPVPN_PM. Select the COTS_IPVPN_PM service model and click OK. Select a supplier Select a supplier Click Browse to locate a supplier Click Browse to select a supplier from a new window. Select a party Select a party Highlight a party and click OK Select the Wireless Services Provider party and click OK. Finish the general section Finish the general section Click Next to finish the General section of SLA creation. Select assessment intervals Select assessment intervals Select trial and contractual assessment intervals as needed Select trial and contractual assessment intervals as needed. Select interval start and end times Select interval start and end times Select start and end times for assessment intervals Highlight a time and click the arrows to increase or decrease the time or click the calendar icon to select a date Click Use Contract Start to match the trial end time to the contractual start time or click Use Trial End to match the contractual start time to the trial end time Select start and end times for the assessment intervals. Highlight a section of time and click the arrows to increase or decrease the time, or click the calendar icon to select a date. Click Use Contract Start to match the trial end time to the contractual start time, or click Use Trial End to match the contractual start time to the trial end time as needed. Finish creating new SLA assessment intervals Finish creating new SLA assessment intervals Click Next to finish the Assessment Intervals section of SLA creation. Add a schedule to the new SLA Add a schedule to the new SLA Click Add to add a peak schedule You can add off peak or standard schedules by clicking the Off Peak or Standard tabs Click Add to add a peak schedule to your SLA. You can add off peak or standard schedules by clicking the Off Peak and Standard tabs. Select holiday and weekday schedules Select holiday and weekday schedules You can include or exclude public holidays You can include working days, the weekend, the full week, or specific weekdays You can include or exclude public holidays by selecting Include Holidays or Exclude Holidays in the Public Holidays section. You can include working days, weekend, or full week, or add specific weekdays to your SLA template. For specific days, select the check boxes for the days listed in the Weekdays section. Add specific days to a new SLA Add specific days to a new SLA You can include or exclude specific days from the schedule Click the calendar icon to select dates from a calendar, select day to include or exclude, and click OK You can add specific days to include and exclude from the schedule of your SLA by clicking the calendar icons, selecting a day to include or exclude, and clicking OK. Delete specific days from a new SLA Delete specific days from a new SLA You can delete specific days to include or exclude them from the schedule Highlight the day to delete and click the delete icon You can delete specific days to include and exclude from the schedule of your SLA by highlighting the day to delete and clicking the delete icon. Select day time coverage Select day time coverage You can select the day time coverage by highlighting a block of time on the slider bar or by selecting a start and end time from the menus Click the Add Time icon to choose the selected time Click the Delete Time icon to change your selection Click OK You can select the day time coverage by highlighting a block of time on the slider bar or selecting the Start and End time from the menus. You can click the Add Time icon to choose the selected time, which then changes to blue. You can click the Delete Time icon to change your selection. Click OK. Finish creating the new SLA schedule Finish creating the new SLA schedule Make sure that there is a time period reported. In this example, the time period is 8:00 a.m. to 5:00 p.m. If no time period is shown, click the Add button and click the Add Time icon, which is shaped like a clock. Click Next to finish the Schedules section of the SLA creation. Accept the clauses Accept the clauses Click Next to accept the clauses You can edit the clauses by clicking Edit Click Next to accept the clauses section. You can edit the clauses by clicking Edit. If the model initially chosen is not provisioned, there are no clauses, and you must add the clauses manually. Create new SLA actions Create new SLA actions Click New to create a new action Click New to create a new action. Create new SLA action type and violation state Create new SLA action type and violation state Select an action type and a violation state Valid action types are send an internal alarm, send an e-mail, and send an SNMP trap Valid violation states are indeterminate, warning, violation, and clear Select Send an internal alarm as the Action Type and Violation as the Violation State Choose an action type and violation state. Valid action types are send an internal alarm, send an e-mail, and send an SNMP trap. Valid violation states are indeterminate, warning, violation, and clear. Select Send an internal alarm as the Action Type, and Violation as the Violation State. Finish creating the new SLA Finish creating the new SLA Click Finish to finish the Actions section of SLA creation and create your SLA. View the new SLA View the new SLA Expand Wireless Services External and expand WirelessServices to view the new SLA Expand Wireless Services External and expand WirelessServices to view the new SLA. Create a new SLA from an existing SLA Create a new SLA from an existing SLA Click Create from SLA… Click Browse to select a source SLA from which to create the new SLA Click Create from SLA… to create an SLA from an existing SLA. Click Browse to select an SLA from which to create the new SLA. Select a source SLA Select a source SLA Expand Wireless Services External Highlight WirelessServices Click OK Expand Wireless Services External. Select the WirelessServices SLA and click OK. Finish selecting the source SLA Finish selecting the source SLA You can click Browse to select another SLA name Click Next to finish selecting the source SLA. You can click Browse to select another SLA name. Create a name for the new SLA Create a name for the new SLA Enter a name and click Next You can change the service name, description, and roles supplier as needed Click Browse to locate a service name or roles supplier from a list You must enter the name of the SLA, for example, WirelessServices2. You can change the service name, description and roles supplier as needed. You can click Browse for the service name or roles supplier to select from a list. Click Next. Create assessment intervals Create assessment intervals You can add or remove trial and contractual assessment intervals and change the start and end times as needed. Click Next to finish the Assessment Intervals section of SLA creation. You can add or remove trial and contractual assessment intervals, and change the start and end times as needed. Create schedules Create schedules You can add or remove peak, off peak, and standard schedules as needed Make sure that there is a time period reported. In this example, the time period is 8:00 a.m. to 5:00 p.m. If no time period is shown, click the Add button and click the Add Time icon, which is shaped like a clock. Click Next to finish the Schedules section of SLA creation. You can add or remove peak, off peak and standard schedules as needed. Accept clauses Accept clauses You can edit the clauses by clicking Edit Click Next to finish the Clauses section of SLA creation. You can edit the clauses by clicking Edit. If the model initially chosen is not provisioned, there are no clauses, and you must add the clauses manually. Finish creating an SLA from an existing SLA Finish creating an SLA from an existing SLA You can add new actions by clicking New. You can modify or delete existing actions by highlighting an action and clicking Modify or Delete. Click Finish to finish the Actions section of SLA creation and create your SLA. You can add new actions by clicking New. You can modify or delete existing actions by highlighting an action and clicking Modify or Delete. View the new SLA View the new SLA Expand Wireless Services External and expand WirelessServices2 to view the new SLA Expand Wireless Services External and expand WirelessServices2 to view the new SLA. Create an SLA from a template Create an SLA from a template Click Create from Template… Click Browse to locate a template for the SLA Click Create from Template… to create an SLA from a template. Click Browse to locate a template for the SLA. Select a source template Select a source template Select the Wireless Services template Click OK Expand Wireless Services. Select the Wireless Services template and click OK. Finish selecting the source template Finish selecting the source template Click Browse to select another SLA template Click Next to finish the Select Source Template section of SLA creation from a template. You can click Browse to select another SLA template. Enter a name for the new SLA Enter a name for the new SLA You can change the service name and description as needed Click Browse to locate a service name You must enter the name of the SLA, for example, WirelessServices3. You can change the service name and description as needed. You can click Browse to locate and select a service name from a list. Select a supplier Select a supplier Click Browse to locate a supplier Click Browse to select a supplier from a new window. Select a party Select a party Select a Wireless Services Provider party and click OK Select the Wireless Services Provider party and click OK. Finish the general section Finish the general section Click Next to finish the General section of SLA creation from a template . Identify assessment intervals Identify assessment intervals Select contractual assessment intervals as needed Click Next You can add or remove trial and contractual assessment intervals and change the start and end times as needed. Select Contractual Assessment Interval as needed. Click Next. You can add or remove trial and contractual assessment intervals, and change the start and end times as needed. Create schedules Create schedules You can add or remove peak, off peak, and standard schedules as needed. Make sure that there is a time period reported. In this example, the time period is 8:00 a.m. to 5:00 p.m. If no time period is shown, click the Add button and click the Add Time icon, which is shaped like a clock. Click Next to finish the Schedules section of SLA creation from a template. You can add or remove peak, off peak, and standard schedules as needed. Accept the clauses Accept the clauses You can edit the clauses by clicking Edit Click Next to finish the clause section of SLA creation from a template. You can edit the clauses by clicking Edit. If the model initially chosen is not provisioned, there are no clauses, and you must add the clauses manually. Finish creating an SLA from a template Finish creating an SLA from a template You can add new actions by clicking New. Click Finish to finish the Actions section of SLA creation and create your SLA. You can add new actions by clicking New. View the new SLA View the new SLA Expand Wireless Services External and expand WirelessServices3 to view the new SLA Expand Wireless Services External and expand WirelessServices3 to view the new SLA. SLA actions SLA actions Highlight an SLA to see actions that you can perform You can modify, activate, terminate, edit clauses, delete, validate, recycle or generate reports on SLAs depending on the current state of the SLA Highlight an SLA to see actions that you can perform. You can modify, activate, terminate, edit clauses, delete, validate, recycle or generate reports on SLAs depending on the current state of the SLA. Training roadmap for Netcool Service Quality Manager Training roadmap for Netcool Service Quality Manager http://www.ibm.com/software/tivoli/education/edu_prd.html You can see the training roadmap for Netcool Service Quality Manager by going to http://www.ibm.com/software/tivoli/education/edu_prd.html Summary Summary You should now be able to: Create a new service level agreement Create a service level agreement from an existing service level agreement Create a service level agreement from a template You should be able to create a new service level agreement, create a service level agreement from an existing service level agreement and create a service level agreement from a template. Trademarks