Infra - Service Level Management (INFSLM)

Infra supports a range of service level agreements and can track, measure and report on service level activities. In this full day course, service level managers, service desk managers and application administrators will learn about different types of agreements, and how to implement and manage them within infraEnterprise.

Upon successful completion of this course, participants should be able to:

• Understand the difference between SLA, OLA and UC agreement types
• Discuss the business implications of Service Level Management
• Know the difference between an escalation and a breach event
• Set up matrix templates to control escalations
• Configure service level agreement settings in Infra administration
• Create and apply service level agreements

Modules

These modules are designed to support the course objectives. The following modules are included in this course:

• Service Commitments
• SLM Events
• SLM Administration
• Creating Agreements
• Managing Escalations
• Reporting

Labs

Labs reinforce the information you have been taught. The labs for this course include:

• Creating a Call Matrix
• Creating a Request Matrix
• Factoring your Matrix
• Creating and Testing an SLA
• Creating and Testing an OLA
• Creating and Testing a UC
• Creating and Testing an SLA for Requests
• Setting up a Default SLA

Assessments

Assessments validate that you have learned the knowledge or skills presented during a learning experience. This course includes a check for understanding at the end of each module along with review questions.