Implementing IT Service Intelligence (ISI) – Outline

Detailed Course Outline

Module 1 - Deployment and Initial Configuration

  • Understand IT Service Intelligence licensing
  • Describe factors affecting IT Service Intelligence performance
  • Identify IT Service Intelligence components
  • Configure IT Service Intelligence roles
  • Configure IT Service Intelligence modules
  • Describe IT Service Intelligence deployment options
  • List IT Service Intelligence hardware recommendations
  • Describe the installation procedure
  • Understand IT Service Intelligence licensing
  • Describe factors affecting IT Service Intelligence performance
  • Identify IT Service Intelligence components
  • Configure IT Service Intelligence roles
  • Configure IT Service Intelligence modules

Module 2 - Designing Services

  • Giving customer requirements, plan ITSI services
  • Design service KPI properties, such as schedules, importance, and thresholds
  • Identify entity-oriented KPIs
  • Identify dependencies between services

Module 3 - Data Audit and Base Searches

  • Analyze a data environment based on implementation requirements
  • Identify necessary data sources for KPIs
  • Plan data intake for IT Service Intelligence configuration
  • Implement base searches to support service design

Module 4 - Implementing Services

  • Use a service design to implement services in IT Service Intelligence
  • Create KPIs using base searches
  • Configure basic KPI settings for calculation and aggregation
  • Configure KPI lag and backfill
  • Set KPI importance
  • Calculate service health score

Module 5 - Thresholds and Time Policies

  • Configure KPI thresholds
  • Use aggregate and entity-level thresholds
  • Use static and adaptive thresholds
  • Apply time policies to thresholds
  • Create custom threshold templates

Module 6 - Entities and Modules

  • Add KPIs to services from modules
  • Identify good use cases for entities
  • Define entities in services
  • Use entities in KPI searches
  • Use pseudo entities in KPI searches

Module 7 - Templates and Dependencies

  • Define service template use cases
  • Create service templates
  • Create new services from templates
  • Create dependencies between services

Module 8 - Anomaly Detection and Predictive Analytics

  • Define anomaly detection capabilities
  • Configure anomaly detection for KPIs
  • Configure predictive analytics for services

Module 9 - Access Control

  • Identify ITSI roles and capabilities
  • Describe service level roles and team ownership
  • Modify ITSI menu options
  • Control access to ITSI views

Module 10 - Customization, Maintenance, Troubleshooting

  • Use backup and restore tools
  • Install content packs
  • Use maintenance mode for services and entities
  • Understand the ITSI REST interface
  • ITSI troubleshooting

Module 11 - Correlation Searches and Multi-KPI Alerts

  • Define new correlation searches
  • Define Multi-KPI alerts
  • Manage notable event storage

Module 12 - Aggregation Policies

  • Define aggregation policy capabilities
  • Modify the default aggregation policy
  • Understand Smart Mode
  • Create new aggregation policies
  • Use aggregation policies to automate notable event response