Detailed Course Outline
Module 1 – Monitoring Services with Service Analyzer
- Define key service intelligence concepts
- Describe IT Service Intelligence user roles
- Examine the IT Service Intelligence user interface
- Monitor Services with Service Analyzer
Module 2 – Monitoring Entities with Infrastructure Overview
- Describe what entities are
- Monitor entity info overviews with Dashboards
- Monitor entities metrics with the Analytics pane
- Discover what events the entity is generating
Module 3 – Visualizing Services with Glass Tables
- Describe glass tables
- Use glass tables
- Design glass tables
- Top bar controls
- Configuration bar
- Visualization types
- Source
- Configure glass tables
Module 4 – Investigating Issues with Deep Dives
- Describe deep dive concepts and their relationships
- Use default deep dives
- Create and customize new custom deep dives
- Add and configure lanes
- Customize lane views
- Describe effective workflows for troubleshooting
Module 5 – Managing Episodes
- Define key episode terms and their relationships
- Describe the episodes workflow
- Work with episodes
- Impact tab
- Timeline tab
- Similar Episodes tab
- Common fields
- Bi-directional ticketing
- Reference links