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 – Visualizing Services with Glass Tables
- Describe glass tables
- Use glass tables
- Design glass tables
- Planning
- Views
- Edit mode
- Top bar controls
- Configuration bar
- Visualization types
- Source
- Configure glass tables
- Drilldowns
- Services and KPIs
- Ad-hoc searches, including predictive
- Service swapping
Module 3 – 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
- Metric lane
- KPI lane
- Event lane
- Customize lane views
- Bulk actions
- State and level thresholds
- Graph rendering
- Entity and anomaly overlays
- Overlays as lanes
- View modules
- Describe effective workflows for troubleshooting
Module 4 – Managing Episodes
- Define key episode terms and their relationships
- Multi-KPI alerts
- Notable events
- Notable event groups (Episodes)
- How multi KPI alerts generate notable events
- Describe the episodes workflow
- Take ownership
- Change status as needed
- Comment as needed
- Work with episodes
- Episode review
- Update an episode
- Investigate details
- Impact tab
- Timeline tab
- Similar Episodes tab
- Common fields
- Add comments
- Search
- Take action
- Bi-directional ticketing
- Reference links
- Integrations
- Views and Filters
- Permissions