IBM Tivoli Netcool Service Quality Manager 4.1Customer experience manager service level objective creation IBM Tivoli Netcool Service Quality Manager 4.1 Customer experience manager service level objective creation IBM® Tivoli® Netcool® Service Quality Manager 4.1: Customer experience manager service level objective creation. This training module is for IBM Tivoli Netcool Service Quality Manager 4.1 customer experience manager service level objective creation. Assumptions Assumptions You have Tivoli Netcool Service Quality Manager 4.1 installed and running You have Tivoli Netcool Customer Experience Manager (CEM) 4.1.2 installed and running You are a user with access CEM SLO management Assumptions. The assumptions are that you have Tivoli Netcool Service Quality Manager 4.1 and Tivoli Netcool Customer Experience Manager (CEM) 4.1.2 installed and running. You must also be a user with access to CEM SLO Management. Objectives Objectives Upon completion of this module, you should be able to: Create a service level objective category Create a service level objective Objectives. Upon completion of this module, you should be able to create a service level objective category and a service level objective. 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 user ID and password to log in Login. Enter user ID and password to log in. Customer experience management Customer experience management Expand Customer Experience Management Customer experience management. Expand Customer Experience Management. SLO management SLO management Click SLO Management SLO management. Click SLO Management. Hide navigation menu Hide navigation menu Click the Hide Navigation button Hide navigation menu. Click the Hide Navigation button. SLO categories SLO categories Click the SLO Categories folder SLO categories. Click the SLO Categories folder. Create new SLO category Create new SLO category Click the Create a new item icon Click Create New SLO Category Create new SLO category. Click the Create a new item icon. Click Create New SLO Category. Create new SLO category name Create new SLO category name Enter name sqmuser_data Click OK Create new SLO category name. Enter name sqmuser_data. Click OK. Create new SLO Create new SLO Click the Create a new item icon Click Create New SLO Create new SLO. Click the Create a new item icon. Click Create New SLO. Enter name and description Enter name and description Enter name sms_delivery Enter description SMS deliveries Click Next The description is optional Enter name and description. Enter name sms_delivery. Enter description SMS deliveries. Click Next. The description is optional. Select contractual dates Select contractual dates The default contractual start date is the current day. You can edit the start date The default contractual end date is Never. You can specify an end date by selecting the end date check box and specifying an end date Select contractual dates. The default contractual start date is the current day. You can edit the start date. The default contractual end date is Never. You can specify an end date by selecting the End Date check box and specifying an end date. Add schedules Add schedules Click Add to add a schedule Add schedules. Click Add to add a schedule. Select holiday and weekday schedules Select holiday and weekday schedules You can include or exclude public holidays You can include the full week or specific weekdays You can click Clear All to clear all the weekday selections Select holiday and weekday schedules. You can include or exclude public holidays. You can include the full week or specific weekdays. You can click Clear All to clear all the week day selections. Select day time coverage Select day time coverage You can select the day time coverage by clicking Full Time or by highlighting half-hour increments or a block of time on the coverage bar You can click Clear All to clear all the day time coverage selections Select day time coverage. You can select the day time coverage by clicking Full Time or by highlighting half-hour increments or a block of time on the coverage bar. You can click Clear All to clear all the day time coverage selections. Add specific days Add specific days You can include or exclude specific days from the schedule Click the calendar icon to select dates from a calendar and select the day to include or exclude To include December 14th, click December 14 Add specific days. You can include or exclude specific days from the schedule. Click the calendar icon to select dates from a calendar and select the day to include or exclude. To include December 14th, click December 14. Finish the service dialog Finish the service dialog Click OK Finish the service dialog. Click OK. Verify and finish assessment interval and schedules Verify and finish assessment interval and schedules Verify that schedules are complete You can add, remove, and edit schedules by clicking Add, Remove, and Edit Click Next Verify and finish assessment interval and schedules. Verify schedules are complete. You can add, remove, and edit schedules by clicking Add, Remove, and Edit. Click Next. Browse KPI model Browse KPI model Click Browse to see KPI models Browse KPI model. Click Browse to see KPI models. Expand KPI model explorer Expand KPI model explorer Expand SMS Session Services Expand SMS 1.2 Expand SMS CDR KPI Models Expand KPI model explorer. Expand SMS Session Services. Expand SMS 1.2. Expand SMS CDR KPI Models. Select KPI model Select KPI model Click SMS_Deliver_Counters Select KPI model. Click SMS_Deliver_Counters. Select KPI metrics and finish KPI model dialog Select KPI metrics and finish KPI model dialog Click SMS Deliver Success Click OK Select KPI metrics and finish KPI model dialog. Click SMS_Deliver_Success. Click OK. Finish KPI model Finish KPI model Click Next You can change the KPI metric by selecting from the pull-down menu Finish KPI model. Click Next. You can change the KPI metric by selecting from the pull-down menu. Customers Customers You can select a customer group or customer to be associated with the SLO Select no customer is the default setting Customers. You can select a customer group or customer to be associated with the SLO. Select no customer is the default setting. Select customer group Select customer group You can select customer group You can filter customer group names by entering a filter and clicking Filter You can select a customer group from the customer group list You can accept the customer group by clicking OK Select customer group. You can select customer group. You can filter customer group names by entering a filter and clicking Filter. You can select a customer group from the customer group list. You can accept the customer group by clicking OK. Selected customer group Selected customer group You can clear the selected customer group by clicking Clear You can select a new customer group by clicking Select You can accept the customer group by clicking Next Selected customer group. You can clear the selected customer group by clicking Clear. You can select a new customer group by clicking Select. You can accept the customer group by clicking Next. Select customer Select customer You can select a customer You can enter a name or telephone number to search and click Search Select customer. You can select a customer. You can enter a name or telephone number to search and click Search. Customer search Customer search You can search customers You can enter the name Keith, click Search, click Keith Holland and click OK to select Customer search. You can search customers. You can enter the name Keith, click Search, click Keith Holland and click OK to select. Selected customer Selected customer You can clear the selected customer by clicking Clear You can select a new customer by clicking Select You can accept the customer by clicking Next Selected customer. You can clear the selected customer by clicking Clear. You can select a new customer by clicking Select. You can accept the customer by clicking Next. Resource Resource You can select resources to associate with the SLO Resource. You can select resources to associate with the SLO. Resource type Resource type Select a resource type by clicking Metric from the pull-down menu Select a resource level by clicking Metric from the pull-down menu Select resources to show by clicking All Resource type. Select a resource type by clicking Metric from the pull-down menu. Select a resource level by clicking Metric from the pull-down menu. Select resources to show by clicking All. Select resource Select resource You can filter resource names by entering a search in the Filter field Click SMS_DELIVER_SMS Click the right arrow icon Select Resource. You can filter resource names by entering a search in Filters. Click SMS_DELIVER_SMS. Click the right arrow icon. Finish resource Finish resource Click Next Finish resource. Click Next. Aggregation algorithm Aggregation algorithm Select the aggregation algorithm Minimum from the pull-down menu Aggregation algorithm. Select the aggregation algorithm Minimum from the pull-down menu. Rules Rules You can set 15-minute, hourly, daily, and weekly rules by clicking the 15 min, Hourly, Daily and Weekly tabs Click Add to add a rule Rules. You can set 15-minute, hourly, daily, and weekly rules by clicking the 15 min, Hourly, Daily, and Weekly tabs. Click Add to add a rule. Add additional rule Add additional rule Click Add to add an additional rule Add additional rule. Click Add to add an additional rule. Default and remove rules Default and remove rules Select Violation state Select default settings by clicking Default. The default operand and threshold values are set You can remove the rule by clicking Remove Defaults and remove rules. Select Violation state. Select default settings by clicking Default. The default operand and threshold values are set. You can remove the rule by clicking Remove. Set operand, threshold and finish aggregation algorithm and rules Set operand, threshold and finish aggregation algorithm and rules Select the less than (<) operand from the pull-down menu Enter 20 for the threshold Click Next Set operand, threshold, and finish aggregation algorithm and rules. Select the less than (<) operand from the pull-down menu. Enter 20 for the threshold. Click Next. Actions Actions You can create actions to be associated with the SLO You can send an alarm, send an SNMP trap, or send an e-mail by using the Send an internal alarm, Send a SNMP trap, or Send an email tabs Select Violation from the Send an internal alarm tab Click Next Actions. You can create actions to be associated with the SLO. You can send an alarm, send an SNMP trap, or send an e-mail using the Send an internal alarm, Send a SNMP trap or Send an email tabs. Select Violation from the Send an internal alarm tab. Click Next. SLO activation SLO activation You can activate the SLO later or immediately Activate this SLO later is the default setting Select Activate this SLO immediately Click OK SLO activation. You can activate the SLO later or immediately. Activate this SLO later is the default setting. Select Activate this SLO immediately. Click OK. View SLO View SLO Expand sqmuser_data Click sms_deliver You can review the SLO by clicking the General, Assessment, KPI Model, Resource, Customer, Action, Rule and Report tabs View SLO. Expand sqmuser_data. Click sms_deliver. You can review the SLO by clicking the General, Assessment, KPI Model, Resource, Customer, Action, Rule, and Report tabs. Summary Summary You should now be able to: Create service level objective category Create an service level objective Summary. You should now be able to create a service level objective category and a service level objective. Training roadmap for IBM Tivoli Netcool Service Quality Manager Training roadmap for IBM Tivoli Netcool Service Quality Manager 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? Click to send e-mail feedback: mailto:iea@us.ibm.com?subject=Feedback_about_slo_creation.ppt This module is also available in PDF format at: ../slo_creation.pdf You can help improve the quality of IBM Education Assistant content by providing feedback. Trademarks