BSM 9.0 ESSENTIALS. Instructor-Led Training

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1 BSM 9.0 ESSENTIALS Instructor-Led Training INTENDED AUDIENCE New users of Business Service Management (BSM) 9.0, including: Database Administrators System Administrators Network Administrators Operations Managers Availability Engineers SLA/OLA Administrators DURATION: 5 DAYS OVERVIEW This entry-level, instructor-led classroom training offers technical personnel, who are new to Business Service Management (BSM) 9.0, the opportunity to develop hands-on experience in applying the fundamental concepts, principles, and methodologies for managing the administration and configuration aspects of this best-in-class enterprise software performance monitoring and service management solution. This course is recommended for individuals who are responsible for providing operational visibility into the performance and availability aspects of mission-critical applications. COURSE OBJECTIVES At the end of the course, you will be able to: PREREQUISITES Working knowledge of the following: Systems, network, and database administration ITIL concepts and terminology Industry-standard operating systems Network, system, and application monitoring principles and practices Determine appropriate BSM deployment solutions. Proactively monitor application performance and availability from the end-user perspective. Integrate SiteScope with the BSM environment. Monitor the real-time status of Key Performance Indicators (KPIs), view performance metrics, and access reports containing historical performance data. Use Discovery and Dependency Mapping to automatically discover and map IT infrastructure resources and their interdependencies. Configure and work with an IT model to build a topology of your system, populate the model with configuration items and relationships, and use the model to measure and manage critical business processes. Create and analyze reports that present and organize specific data your organization might need. Create and manage service-level agreements representing your department contracts with service providers, customers, and internal business units. Isolate and detect enterprise application anomalies and their probable causes using proactive and reactive analysis. Perform administrative tasks to enable user access, configure licenses, and enhance system performance.

2 Day 1 Course Introduction, BSM and BPM Deployment I. Course Overview Welcome and Administrative Tasks Course Introduction Agenda & Storyline Introduction to Use Cases (Online Banking) Introduction to LAB Environment II. BSM Overview Introduction to HP Business Service Management Introduction to BSM Challenges and Value Understanding the BSM Architecture and Components Introduction to the BSM GUI III. IV. BSM Deployment Understanding Certified Deployments Understanding High Availability Solutions Understanding Sizing Using the Calculator Business Process Monitoring Concepts Understanding Business Processes Introduction to Business Process Monitoring (BPM) Determining Monitoring Preferences (Locations, Frequency, and Thresholds) V. EUM Overview Introducing the New Look & Feel Navigation in the EUM Admin Understanding the Global Configuration Settings VI. VII. VIII. Data Collectors Introducing the Real User Monitor Concept RUM Architecture Overview Introducing the Business Process Monitor BPM Architecture Overview Business Process Monitor Deployment Hands-on LAB LAB Environment Sanity Check Installing Business Process Monitor Glossary Day 2 EUM: Scripting, Administration and Reporting IX. X. Scripting An Introduction to Scripting and Scripting Concepts Introducing VUGEN (Virtual User Generator) Working with VUGEN Recording Sessions XI. Monitoring Configuration Introducing Script Repository EUM Monitor Configuration Understanding Script Parameters, Thresholds and Other Monitor Properties

3 XII. XIII. XIV. XV. EUM administration Managing Business Applications Managing Data Collectors Understanding Permissions in EUM Alert Configuration Understanding EUM Alerts Alert Configuration and Customization End User Management Reports Overview of End User Reports Understanding Reports and Report Types Analyzing Report Data Glossary Day 3 ucmdb Fundamentals Day 4 System Availability Management (SAM); Connecting the Dots (Dashboards and SLM) XVI. XVII. XVIII. XIX. XX. XXI. XXII. RTSM Concepts ITIL Overview RTSM Concepts HP RTSM Introduction HP RTSM Overview Introducing the RTSM Interface and Main Application Components Understanding the Basic Data Flow HP RTSM - How it Works Glossary The Modeling Studio Modeling Overview Introducing the Topology Query Language Creating Views Working with Dependencies Introduction to SiteScope Identify the Key Product Features Describe the Architecture and Data Flow Identify SiteScope Monitoring Objects Introducing SiteScope GUI Access the SiteScope User Interface Explore the Preferences Interface Identify the Purpose of the SiteScope Health Monitors Identify the Purpose of the SiteScope Diagnostics Tools

4 XXIII. XXIV. XXV. XXVI. Planning and Designing a Monitoring Strategy Describe the Best Practice Methodology for SiteScope Monitoring Configure Heartbeats and Dependencies Use a Best Practice Approach for Developing a Grouping Model Use a Best Practice Approach for Planning a SiteScope Deployment and Deciding When to Monitor an IT Environment Managing Groups and Monitors Navigate the SiteScope Interface Using the Dashboard Tab Create and Configure Groups and Monitors Acknowledge Monitor Errors Use Threshold Settings and Base Lining Use Filters System Availability Management(SAM) Understand how SiteScope Communicates with BSM Access SiteScope from SAM Integrate SiteScope Data with BSM s Configuration Items User Reports Report manager Overview Report types The Report manager UI Working with Custom reports XXVII. SLM Introduction to Service-Level Management SLM Terminology SLM Administration Overview SLM Application Reports XXVIII. Glossary Day 5 Connecting the Dots (Cont.) XXIX. XXX. XXXI. Service Health Service Health Overview How Service Health Works Service Health Administration My BSM My BSM Overview and Terminology Creating Your MyBSM Workspace Available BSM Components

5 XXXII. Platform administration Infrastructure Setting Manager Overview Database Management Audit log Overview User and Permissions Management XXXIII. Glossary XXXIV. Course Summary XXXV. Feedback Session

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