Service Level Management

SLA – Commitment provided to S

Service Targets – Individual Level of Service to achieve. SLA includes one or more service targets

Service Targets:
Types:
 Request Based – Measures how long it takes to complete a process related to a service request
 Availability Target – Percentage of time a Configuration Item is available (Based on the
qualification definition of availability)
 CI Outage – Based on unavailability
 Compliance Only – Tracks SLA Performance against Targets over a period of time during a review
period
 Performance Monitoring – Measures performance based on KPI collected directly from the CI

Service Target Components

Mandatory
 Goal Type – Kind of Data to be measured
 Measurements Criteria – Start and End Points of Measurements
 Terms and Conditions – What target applies to (Request based, availability, Compliance
only) Expressed as qualification.

Optional
 Cost – Penalty for missing targets
 Milestone and Action – Trigger notification before goal arrives

SLA Characteristics
 Commitment between service provider and customer
 Expiration Date
 One or more Service Targets
 Penalties and Rewards
 Milestone and Actions
 Contracts and attachments

Product Categorization
 CI, incident, problem, changes, known errors, releases, tasks, work orders.
 Assignment and approval routing –
 Software License Certificate – Can be related to more than one category, and group together
whose category match
 License Job – Which Certificates it attaches to CI
 Default Depreciation – Based on product categorization
 Service Targets, Matching with Requests
 Release Management Process

Def- Collection of related and authorized changes to an IT Service that have been tested and

Which Changes to include in the next release

Release Coordinator – Organizes change req.

into logical groups

Only when additional funding is

required for release

Collision Detection – Release clashing with other release.

Release Phases
 Initiate
 Planning
 Build
 Test
 Deploy
 Close

Service Request Management

Service Request Definition
Process Definition Templates - Decision Flow
Application Object Templates – Next Steps
1. The Support Group structure is defined as Company > Support
Organization > Support Group
a. A
2. A company might have multiple support groups but all the support groups may not be
relevant to a ticket.
a. C
3. Users can define global support groups which would be available for all companies for
assignment.
a. A
4. D
5. The In Review state is an internal, temporary status.
a. D
6. The Archiving process is enabled by default and runs every 24 hours
a. C
7. Request management
a. D
8. Users can update a completed request, which creates a work order.
a. A
9. Draft
a. A
10. You cannot install BMC Atrium Web services directly in a server group.
install BMC Atrium Core Web Services and BMC Atrium Core Web Registry on the same
computer.
install BMC Atrium CMDB on a different computer than BMC Atrium Core Web Services and
BMC Atrium Core Web Registry
a. A
11. Default value if not set:
# - %ProgramFiles%\\BMC Software\\AtriumCore (Windows)
# - /opt/bmc/AtriumCore (UNIX)
a. B
12. Run the installer
(Windows)setup.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt
(UNIX)setup.bin -i silent -DOPTIONS_FILE=pathToFile/Options.txt
a. B
13. Tier 1
a. A
14. CIs arenormalized before they are saved in BMC Atrium CMDB
a. A
15. Tier 1 > Tier 2 > Tier 3 > product name and manufacturer > model version
a. A
16. Problem User
a. D
17. Experience shows that for databases with a maximum varchar size of 4 KB you can add
approximately 100 entries
a. D
18. Service Management Process Model (SMPM)
a. A
19. Associate Member The person has access to modify requests assigned to that support group.

a. B
20. Submitter
a. A
21. This makes the operational category available on other forms, such as the Incident form, for all
operating and customer companies. The product category is also available to all BMC Remedy
ITSM applications.
a. D All of the Above
22. Geographic areas can be divided into regions
a. A
23. he location structure within the BMC Remedy ITSM applications has a four-tiereddata
model, where the second and third tiers can be optional (the fourth tier, however, is
required).
a. C
24. Company
a. A
25. Company>Region>Site Group Site
a. B
26. In the Locale field, enter the two-character or four-character abbreviation for the locale where
you want to share the report, such as es for all Spanish locales or pt_BR for Brazilian Portugues
a. B
27. $NULL$ is interpreted as English
a. C
28. The default setting for this parameter is 100.
a. D
29. CI
a. A
30. 1
31. Explore CI
a. C
32. C
33. IT Home page up to a maximum of four panels.
a. A
34. On the Directory Selection window, navigate to the directory in which you want to install
BMC Atrium CMDB. The default location isC:\Program Files\BMC Software\AtriumCore.
a. A
35. Changeable — Requires users to have a write (fixed or floating) license to change any record,
including requests for which they are the submitter.
a. B
36. D
37. D
38. To avoid BMC Remedy AR System server performance issues, add support
groupsduring non-peak hours
a. A
39.