Module 1 – Designing Services
- Plan ITSI services
- Design service KPI properties
- Identify entity-oriented KPIs
- Identify dependencies between services
Module 2 – Data Audit and Base Searches
- Analyze a data environment
- Identify necessary data sources for KPIs
- Plan data intake for IT Service Intelligence configuration
- Implement base searches to support service design
Module 3 – Access Control
- Identify ITSI roles and capabilities
- Describe service level roles and team ownership
- Control access to ITSI views
Module 4 – Implementing Services
- Use a service design to implement services in ITSI
- Create KPIs using base searches
- Configure basic KPI settings for calculation and aggregation
- Configure KPI lag and backfill
- Set KPI importance
- Calculate service health score
Module 5 – Entities
- Define entities and entity types
- Creating and importing entities
- Creating a service using pre-built KPIs
- Associate entities with an existing service
- Delete or retire entities
- Define and use pseudo entities
- Monitoring entities
Module 6 – Templates and Dependencies
- Define service template use cases
- Create service templates
- Create new services from templates
- Create dependencies between services
Module 7 – Thresholds and Time Policies
- Configure KPI thresholds
- Use aggregate and entity-level thresholds
- Use static and adaptive thresholds
- Apply time policies to thresholds
- Create custom threshold templates
Module 8 – Anomaly Detection and Predictive Analytics
- Define anomaly detection
- Define predictive analytics
- Configure anomaly detection for KPIs
- Configure predictive analytics for services
Module 9 – Correlation Searches and Multi-KPI Alerts
- Define new correlation searches
- Define Multi-KPI alerts
- Manage notable event storage
Module 10 – Aggregation Policies
- Define aggregation policy capabilities
- Modify the default aggregation policy
- Understand Smart Mode
- Create new aggregation policies
- Use aggregation policies to automate notable event response