Information Technology Reference
In-Depth Information
CHAPTER 4
service management
IT professionals are responsible for providing specific services to the organization for which
they work. Service Manager provides the ability to measure the performance of IT profes-
sionals in providing these services by tracking the speed at which incidents and problems
are resolved. This chapter includes information on configuring Service Manager to track
performance against service level objectives. You'll learn how to configure and manage Ser-
vice Manager incidents, problems, and knowledge articles. You'll also learn about managing
cloud resources through VMM by configuring available profiles and templates.
Objectives in this chapter:
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Objective 4.1: Implement service level management
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Objective 4.2: Manage problems and incidents
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Objective 4.3: Manage cloud resources
This objective deals with how you implement service level management with Service Man-
ager. This includes the steps that you need to take to allow Service Manager to measure and
track whether service level objectives are being breached by configuring calendars, metrics,
and service level objectives.
This section covers the following topics:
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Understanding service level management
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Creating calendar items
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Creating metrics
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Creating queues
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Creating service level objectives
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Sending notifications
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SLA reporting
