HPSM for HP Enterprise Services

Service Level Management Upgrade Training

November 2009

2009

HP Restricted

Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Legal Disclaimer
For those countries that require consultation with works councils or other employee representatives in relation to a local implementation of the acquisition of EDS, this is not intended to provide country-specific information and in no way reflects that final decisions have been made at a local level. With respect to such countries, final decisions are subject to prior consultation with works councils and other employee representatives. Also concerning such countries, preacquisition management reporting relationships remain in effect until legal closure occurs and any new reporting lines are announced as then taking effect.

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About this course

This course introduces you to Service Manager Release 3.0 for Service Level Management and provides an early look at the release as it is today. The details of Release 3.0 are still being fine-tuned, and there may be some differences in the final release. Any updates or changes to the information in these materials will be posted and will be sent to you in an email.

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Prerequisite
Before completing this course, you should complete course #116933, Getting Started with Service Manager 3.0.

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Purpose
This course is intended for HPSC users who are familiar with using HP ServiceCenter Release 2.6 to create and maintain Service Level Agreements (SLAs) and Service Level Objectives (SLOs). The purpose of this course is to:
Introduce you to Service Manager Release 3.0 for

Service Level Management Describe enhancements and new features within the Service Level Management module

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Objectives
After you complete this course, you should be able to: State what has not changed within Service Level Management Define the term Service Level Target Search for SLA Records in Service Manager 3.0
Access Service Tier Records
Access Business Rule Records and name the changes on

the Business Rule Record

Access a blank SLO Record

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Modules
Introduction to Service Manager 3.0 for Service Level

Management
Searching for SLA Records Adding a Service Level Target for Incident Management Accessing an SLO Record

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Introduction to Service Manager 3.0 for Service Level Management

New term: Service Level Target

An agreed-upon commitment for maximum duration times

for providing a service

Documented in a Service Level Agreement (SLA) Implemented in Service Manager using a Service Level

Objective (SLO) Record

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Whats the same: Creating Service Level Targets

The same templates are available for:

Problem Records and Problem Tasks Change Records and Change Tasks Service Catalog Items Work Orders
The use of Service Tiers and Business Rules for Incident

Management The SLO Record layout and fields

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Whats the same: SLO components

The components of an SLO Record: Name
Condition statement Service area Start and end states Duration Schedule information Alerts Suspension statuses

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Whats the same: Service Level Target metrics

The metrics measured by each Service Level Target are the same and include:
Interactions: Time to Resolve (TTR) Incidents: Time to Own (TTO) and Time to Initial Response

(TTIR)
Problems: Time to Accept (TTA), Time to Own (TTO), Time to

Diagnose (TTD), Time to Solution (TTS), and Time to Close (TTC)

Changes: Elapsed time within each phase and approval duration

Problem and Change Tasks: Task Time to Own (TTTO) and Task

Time to Close (TTTC)

Service Catalog: Time to Deliver Work Orders: Work Order Assigned, Work Order Fulfillment,

Work Order Total

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Questions?

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Searching for SLA Records

Accessing the SLA search form

1. Database Manager option

2. Select form

3. Initiate search

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The SLA search form

No additional search options on this tab Only the Customer option is used at this time Easiest way to find a customers SLA

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The SLA Record

No changes to record layout or fields

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Questions?

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Adding a Service Level Target for Incident Management

Service Tiers
No changes to the Service Tier form

Access Service Tier form

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Accessing the Business Rules Record

Access Business Rules form

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Business Rule Record

Renamed from Reported Product/Service

New Service Triplet names

Renamed from Failed CI

Renamed from Problem Type

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Questions?

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Accessing an SLO Record

Accessing a blank SLO Record

1. Database Manager option

2. Select form

3. Initiate search

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The SLO Record

No changes to the SLO Record or the process of defining a Service Level Target

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Questions?

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Course summary

What you learned

You should now be able to: State what has not changed within Service Level Management Define the term Service Level Target Search for SLA Records in Service Manager 3.0
Access Service Tier Records
Access Business Rule Records and name the changes on

the Business Rule Record

Access a blank SLO Record

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Other courses and resources

Additional courses and supplementary materials are available for download from Grow @hp.

You can enroll in additional courses from Grow @hp.

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Work Instructions
Work Instructions have been updated for Release 3.0 and are available at this URL: http://enhanced1.sharepoint.hp.com/teams/GDITSM/default.aspx

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