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 to monitor the performance of a service, other configuration items, and infrastructure processes. You also learn 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, delegates 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