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Want this course at another location or on a different date? Let us know your course needs.On-site Pricing
Course fee and EPTO/APTO units differ for on-site training.SAS IT Service Level Management: Administration and Reporting
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Duration: 3.0 days CEUs: 1.8 | ||
| Available for on-site training or can be scheduled at any SAS training facility if demand warrants. |
This course explores the concepts of service level management and the IT Infrastructure Library (ITIL) service management process, as well as the SAS IT Service Level Management implementation of those concepts.
Learn how to
- explain service level management (SLM) and the basic IT Infrastructure Library (ITIL) processes for SLM
- define services in the catalog
- create customer contracts
- process data for contracts
- produce reports on contracts
- execute and monitor active contracts.
Who should attend
Ideally, both the IT service level management system administrator and the contract administrator from a single organization
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Prerequisites
Before attending this course, you should
- understand the types of IT services and customers at your site
- complete the SAS IT Resource Management: Administration and Batch Reporting class or have equivalent SAS IT Resource Management experience.
Course Contents
Introducing Service Level Management
- understanding service level management
- service level agreements
- introduction to the IT Infrastructure Library (ITIL)
- introduction to SAS IT Service Level Management
- the environment
- understanding how SAS IT Service Level Management works
- creating SAS IT Service Level Management reports
- introduction to planning principles
- creating and using components and services
- creating and using data source PDB objects
- specifying the availability measures and the resources
- specifying the availability indicators
- creating and using test contracts
- ETL and reports about availability indicators
- specifying indicator-based targets for availability
- producing and viewing reports about availability targets
- using multiple resources versus multiple components
- creating and using service level agreements (SLAs)
- creating and using servicing contacts
- using the response time, throughput, and custom objectives
- creating and using range sets
- using score-based targets and indicators
- using composite objectives
- introduction to implementation principles
- creating customer and provider contacts
- creating and activating a contract and specifying the customer and provider
- using SLAs in the contract
- specifying date filters
- specifying scheduled outages
- adding contractual data and notes
- producing the full set of service level reports
- creating and running batch jobs
- planning and implementing a new service contract
- introduction to execution and continuous improvement principles
- looking closely at the contract database (CDB)
- handling unscheduled outages
- checking the job logs, reports, and researching questions
- updating the contract
- updating the service level reports
- creating custom code for indicators
- using event data
- presenting more information about weighted means
Software
This course addresses SAS IT Management Solutions.
Course Materials
Students receive a hardcopy of the course notes and, in some courses, can choose to take home a copy of the course data.
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Let us know by adding to our Interest List.
Not currently scheduled. Available for on-site training or can be scheduled at any SAS training facility if demand warrants.
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