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Test 000-430: IBM Tivoli Netcool Service Quality Manager V4.1.1 Implementation


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Section 1: Planning

  1. Given the Subject Matter Expert at the customer site, gather and document the customer requirements for types of services to be monitored, types of data sources and count of elements so that requirements are documented. With emphasis on the following steps:
    1. Identify contact person at customer site.
    2. Book a meeting with the contact person.
    3. Determine the types of services to be monitored.
    4. Determine the types of data sources that would populate the service models.
    5. Determine the count of elements of the same type to be monitored.
    6. Gather the requirements from the contact person.
    7. Document the requirements.

  2. Given the requirements from the customer regarding the services to be monitored, and the documentation for the available IBM Tivoli Netcool Service Quality Manager Service Solutions, identify the SLAs, SLOs, KPIs and KQIs required such that they can be appropriately documented. With emphasis on the following steps:
    1. Identify business service owner.
    2. Book a meeting with the business service owner.
    3. Compare customer required services against available Service Solutions
    4. Identify those required services that do have a corresponding Service Solution
    5. Document the SLAs and SLOs.
    6. Document the parties.
    7. Identify those required services that do not have a corresponding Service Solution
    8. Document the KPIs and KQIs identified by the customer that do not have a corresponding Service Solution.
    9. Document the metrics that should be added to an existing Service Solution.

  3. Given the Subject Matter Experts at the customer site, gather the customer requirements for the types and numbers of users and their required views such that the types and numbers of users and their required views are documented. With emphasis on the following steps:
    1. Arrange interviews with appropriate SMEs.
    2. Prepare a list of points and questions to review with the contact person.
    3. Determine requirements from interviews

      4. Counts of users by type (internal, external)
      For internal users, counts by user role (SLA Provisioning, KQI Analyzing, etc)
      Counts requiring access to SLA Web View
      Counts requiring access to Customer Experience Manager
    4. Document the requirements.

  4. Given the service requirements, a customer SME and data source documentation, identify the Service Solutions and compile an inventory of these resource instances, compute the volume of data per day and the storage requirements so that the number of potential service resources is identified and data sizing, data retention periods and storage requirements are documented. With emphasis on the following steps:
    1. Compare customer required services against available Service Solutions
    2. Identify those required services that have a corresponding Service Solution
    3. Review Service Solution documentation and identify the types of service resources needed for the required Service Solutions
    4. Arrange a meeting with customer SME
    5. Document potential service resource inventories for all services to be monitored
    6. Calculate and document expected data intervals with the customer SME
    7. Compute the volume of data expected based upon type of service resource, numbers of service resources and data intervals
    8. Document the amount of data collected per day
    9. Document data retention periods based on customer requirements
    10. Determine the storage requirements from the data retention periods and calculated data volume.

  5. Given a Subject Matter Expert and types of data sources are defined, identify potential inventory of resources, evaluate any identified inventory of resources, and identify any possible automation, so that resource creation method can be documented. With emphasis on the following steps:
    1. Book a meeting with the Subject Matter.
    2. Identify potential inventory of resources.
    3. Evaluate any identified inventory of resources for possible scripted extraction of resource list to be input into XML configuration.
    4. Identify possible automatic population of resources through Service Solution.
    5. Identify resources that will need to be created manually.
    6. Document the resource creation method.

  6. Given a customer's service and data source requirements, determine the list of applicable Service Solutions, so that a list of customer specific service models is known. With emphasis on the following steps:
    1. Review service and data source requirements
    2. Determine applicable Service Solutions
    3. Determine custom Service Solutions

  7. Given the customer requirements, Service Solution documentation and the Subject Matter Expert, determine the mediation architecture so that a mediation architecture document is produced. With emphasis on the following steps:
    1. Arrange interview with SME or data owner
    2. Prepare a list of points and questions to review with the data owner.
    3. Identify the mediation method for each data source
    4. Determine if any inventory feeds are available for the data sources
    5. Identify the gateway requirement for each data source
    6. Document the mediation architecture

  8. Given the Subject Matter Experts and base customer requirements, determine IBM Tivoli Netcool Service Quality Manager server architecture, so that the IBM Tivoli Netcool Service Quality Manager server architecture is documented and agreed to by customer. With emphasis on the following steps:
    1. Book a meeting with the SME.
    2. Document high-availability and disaster recovery requirements.
    3. Determine whether single or distributed configuration is required
    4. Determine number of mediation platforms required
    5. Determine individual server configuration
    6. Document proposed server architecture
    7. Review proposed server architecture with IBM Tivoli Netcool Service Quality Manager Benchmarking team
    8. Review server architecture document with customer for acceptance

  9. Given the requirements at the customer site, determine if integrations are required with other Tivoli products or non-IBM products so that integration requirements are identified. With emphasis on the following steps:
    1. Identify other Tivoli products or non-IBM products that may potentially integrate with SQM.
    2. Determine if the customer requires integration with the other Tivoli or non-IBM products.
    3. Identify the data (such as Alarms) that will be fed to the other Tivoli products or non-IBM products.

  10. Given the IBM Tivoli Netcool Service Quality Manager Installation Guide and the proposed IBM Tivoli Netcool Service Quality Manager server architecture, identify prerequisites so that responsibility for installation prerequisites is determined. With emphasis on the following steps:
    1. Identify prerequisites as described by the Installation Guide and the proposed IBM Tivoli Netcool Service Quality Manager architecture.
    2. Determine which prerequisites will be customer-provided equipment and applications.
    3. Determine which prerequisites will be IBM-provided equipment and applications.

Section 2: Installation

  1. Given the Tivoli Netcool Service Quality Manager Installation Guide and proposed IBM Tivoli Netcool Service Quality Manager architecture, verify all hardware and software prerequisites so that the installation can proceed. With emphasis on the following steps:
    1. Log in to each Solaris or AIX server in the hardware plan
    2. Verify Operating System version and patch levels
    3. Verify the hardware configuration to verify the RAM, Disk space
    4. Verify the file system layout matches the recommended layout
    5. Obtain root password from customer, login as root to verify the access
    6. If Oracle is already installed, verify the version and patch level
    7. Verify the required kernel parameters have been configured
    8. Log in to Business Objects server to verify connectivity and verify OS version and patch level.
    9. Log in to at least one client system to verify connectivity and verify OS version and patch levels.
    10. Verify the required IBM and non-IBM software downloaded by the Customer
    11. Verify the licenses for the required IBM and non-IBM software downloaded by the Customer
    12. Verify the network connectivity between different servers/machines used for the installation
    13. Resolve any unmet prerequisites using appropriate steps

  2. Given the requirements from the customer regarding the services to be monitored, verify the access to the data source so that access to data source connectivity is verified. With emphasis on the following steps:
    1. Review the data access methods (ftp, sftp, snmp) including usernames, passwords, community strings.
    2. Verify connectivity and access to data sources.
    3. Document the results.

  3. Given IBM Tivoli Netcool Service Quality Manager documentation, software, and customer server(s) that has been preconfigured with all system prerequisites, perform the installation tasks outlined in the documentation so that the IBM Tivoli Netcool Service Quality Manager core product, Customer Experience Manager core product, and Service Solutions are installed on the server. With emphasis on the following steps:
    1. Install Tivoli Netcool Service Quality Manager Platform Package
    2. Create UNIX users (oracle, saserver)
    3. Configure and verify system domain name
    4. Configure and verify system host name
    5. Install Oracle software (if necessary)
    6. Install SunOne Directory Server software (on Solaris) or Tivoli Directory Server (on AIX) as required
    7. Install Java System Messaging Queue (on Solaris)
    8. Install IBM WebSphere Application Server
    9. Install Tivoli Netcool Service Quality Manager core product

      10. Install Customer Experience Manager component (if required)
    10. Configure Socks Proxy (if required)
    11. Install IBM Tivoli Netcool Service Quality Manager Service Solutions as required

  4. Given a working IBM Tivoli Netcool Service Quality Manager installation, a working Oracle installation for IBM Tivoli Netcool Service Quality Manager, Business Objects software, a server for Business Objects and the appropriate documentation, install if necessary and configure Business Objects, so that IBM Tivoli Netcool Service Quality Manager, IBM Tivoli Netcool Service Quality Manager reporting requirements are met. With emphasis on the following steps:
    1. If a Business Objects installation already exists, verify it is a supported version, and if not, resolve with customer.
    2. Using the installation guide and BO software, install BO software on the BO server, if necessary using the TNSQM IBM Tivoli Netcool Service Quality Manager Business Objects Installation and Configuration Guide.
    3. Verify the Oracle client has been installed on Business Objects server, and resolve if not.
    4. Install the Business Object libraries on the IBM Tivoli Netcool Service Quality Manager server, per Server Installation Guide.
    5. Check and if needed update IBM Tivoli Netcool Service Quality Manager Business Objects configuration files with the BO Server's details.
    6. Set up Business Objects environment variables on the IBM Tivoli Netcool Service Quality Manager server as described in the Server Installation Guide.
    7. Set up Service Solution Specific configurations and reports by following the directions from each specific Service Solutions Installation Guide.
    8. Verify Business Objects reporting is setup by checking Web reports.

  5. Given the predefined mediation requirements, mediation architecture document, mediation components built for Service Solutions and mediation installation documentation available, install and configure the mediation components, so that the data mediation layer is installed, configured and verified for each Service Solution. With emphasis on the following steps:
    1. Install the required mediation (the set of processes to connect to data sources, collect and transform the data to predefined format for each Service Solution) components for each Service Solution as per the installation guide
    2. Verify necessary mediation components (such as spool, log directories etc) have been created by the installation process
    3. Configure each mediation component to connect to data sources, collect and process required data
    4. Configure mediation for any necessary inventory data collection
    5. Start mediation process for each Service Solution
    6. Verify data collection and transformation
    7. Verify Adapter processing for each Service Solution

  6. Given an installed SQM server and available client platform, perform a IBM Tivoli Netcool Service Quality Manager client software installation and optional Business Objects client installation, so that the client is installed and connects successfully to the server. With emphasis on the following steps:
    1. Verify client hardware requirements
    2. Verify client Operating System
    3. Verify client administrator privileges
    4. Verify or install client software pre-requisite - Adobe Flash Player
    5. Verify or install optional Oracle and Business Object Reporting software
    6. Remove previous SQM client installations
    7. Install SQM client software
    8. Run SQM Application Discoverer
    9. Start Service Quality Manager Client
    10. Start Service Quality Manager Web Portal

Section 3: Configuration

  1. Given the identification of resources needed for IBM Tivoli Netcool Service Quality Manager, determine an accepted method of provisioning, so that the correct and complete inventory of resources can be managed and maintained in the system. With emphasis on the following steps:
    1. Identify Resources to be provisioned manually.
    2. Identify Resources to be provisioned automatically
    3. Identify method of extracted resource inventory from defined source.
    4. Derive or discover resource inventory differences from data source or configuration file as defined.
    5. Provision missing resources as defined

  2. Given the customer's KPI and KQI requirements, create the appropriate KQI models and thresholds so that the KQI definitions and thresholds are completed per the customer requirements. With emphasis on the following steps:
    1. Review customer documentation to identify the required KQI's.
    2. Create KQI models and combined KQI models as needed.
    3. Define thresholds based on customer requirements.
    4. Verify data flow through the service model.

  3. Given the IBM Tivoli Netcool Service Quality Manager Configuration Guide, SLA's, and KQI's, configure the Service Models using the graphical editor so that a custom service model can be viewed. With emphasis on the following steps:
    1. Select the SLA's and KQI's for viewing in Service Models, as defined in the Service Models section.

      2. Configure service models canvas using the graphical editor
      Configure service elements
      Configure service relations
    2. Create or bind the service relation to the graphical presentation as desired

  4. Given Configuration Guide, access to IBM Tivoli Netcool Service Quality Manager client, access to IBM Tivoli Netcool Service Quality Manager server, and the customer SLA requirements, configure new parties such that the required parties are configured. With emphasis on the following steps:
    1. Connect to IBM Tivoli Netcool Service Quality Manager server using the IBM Tivoli Netcool Service Quality Manager client
    2. Log in using appropriate IBM Tivoli Netcool Service Quality Manager use rid
    3. Select SLA Provisioning tab in client
    4. Select the Parties icon
    5. Create new party using appropriate category as defined by the requirements

      6. Company
      Department
      Person

  5. Given the SLA/SLO requirements and SQM login with correct permissions with the resources and parties already created, open the SLA template and SLA Management applications and create templates, SLAs and SLOs so that SLAs, SLOs and SLA templates are created. With emphasis on the following steps:
    1. Log in to the SQM desktop
    2. Open the SLA template provisioning GUI
    3. Create SLA templates as per the SLA template requirements
    4. Open the SLA provisioning GUI
    5. Create and Activate the SLAs as per the SLA requirements
    6. Create the SLOs values as per the SLO requirements

  6. Given an installed, functioning IBM Tivoli Netcool Service Quality Manager system configure application alarms so that application alarms are configured and propagating. With emphasis on the following steps:
    1. Configure application alarm format
    2. Configure alarm propagation method (SNMP traps and/or e-mail)
    3. Verify proper configuration with other systems for alarm propagation (SNMP traps and/or e-mail)
    4. Verify application alarms are correctly received

  7. Given a running SQM system and a list of required user accounts, create the user accounts with appropriate privileges, so that the required user accounts are created. With emphasis on the following steps:
    1. Start the Application Discoverer and connect to SQM "Users and Passwords"
    2. Log in as a user with SQM User Administration privileges
    3. Create each user as documented in requirements

  8. Given the installed Business Objects application and Oracle Client, configure the client and server integration so that the Business Objects Client and Server are connected to IBM Tivoli Netcool Service Quality Manager. With emphasis on the following steps:
    1. Configure the IBM Tivoli Netcool Service Quality Manager per the IBM Tivoli Netcool Service Quality Manager Business Objects Server Installation Guide.
    2. Verify the correct BO related configuration files were created and update if necessary as per the IBM Tivoli Netcool Service Quality Manager Business Object Installation Guide.
    3. Perform and verify the associations between the reports and the KQIs.
    4. Verify the user can access the BO reports from the IBM Tivoli Netcool Service Quality Manager client.

  9. Given the requirements for IBM Tivoli Netcool OMNIbus and non-IBM product integration and the Tivoli Netcool Service Quality Management Installation guide, configure non-IBM or IBM Tivoli Netcool OMNIbus product integration (if necessary). With emphasis on the following steps:
    1. Verify that the IBM Tivoli Netcool OMNIbus integration configuration is updated in the SQM installation
    2. Verify that the IBM Tivoli Netcool OMNIbus Configuration information is forwarded to the IBM Tivoli Netcool OMNIbus administration group
    3. Verify that the SLAs are configured to send the required alarm information .

  10. Given IBM Tivoli Netcool Service Quality Manager System Administration Guide, set up SSL certificates and keystores, so that secure connectivity can be achieved. With emphasis on the following steps:
    1. Generate an SSL configuration for IBM Tivoli Netcool Service Quality Manager.
    2. Get an SSL Certificate, signed externally or locally.
    3. Configure Tomcat Server SSL Keystore.
    4. Configure the Service Quality Manager Client Keystore
    5. Configure Directory Server SSL Database.
    6. Configure the Certification Authority Certificate in the Client Web Browser
    7. Verify Client and Browser connectivity.

Section 4: Administration

  1. Given the requirements from the customer regarding backup and restore configuration, define backup and restore policies, schedule UNIX file system and Oracle backups and perform a system restore so that a full system backup is configured and restore is verified. With emphasis on the following steps:
    1. Define back-up standards (daily, weekly, off-site rotation, crons, etc.)
    2. Identify if customer backup software is available.
    3. Configure backup for UNIX file systems.
    4. Configure backup for Oracle databases.
    5. Perform complete backup.
    6. Perform a system restore to verify successful backup.

  2. Given IBM Tivoli Netcool Service Quality Manager System Administration Guide, adjust and validate cron jobs as necessary so that cron jobs are adjusted and validated. With emphasis on the following steps:
    1. View existing cron tab.
    2. Adjust and validate cron jobs.
    3. Verify cron jobs running.

  3. Given Server Administration Guide, access to customer DBA, access to the customer IBM Tivoli Netcool Service Quality Manager server, and the Oracle DBA, interface with the Oracle DBA such that the IBM Tivoli Netcool Service Quality Manager database are maintained. With emphasis on the following steps:
    1. Show DBA how to check status of Oracle jobs that perform data aggregation

      2. Hourly
      Daily
      Weekly
      Monthly
    2. Show DBA how to check status of Oracle jobs that perform partition maintenance

      3. Daily
      Weekly
      Monthly
    3. Show DBA how to use partition maintenance CLI tool

      4. To verify partition retention settings
      To alter partition retention settings when necessary

  4. Given the SQM Management Administrator login and user requirements, administer user accounts per customer user requirements so that user accounts can be managed. With emphasis on the following steps:
    1. Open the User Management GUI
    2. Log in as the Administrator User
    3. Administer users as per customer user requirements

      4. Create
      Modify
      Delete

  5. Given an installed, functioning IBM Tivoli Netcool Service Quality Manager system, manage the server processes so that the server processes are managed. With emphasis on the following steps:
    1. Perform stop, restart, and check status of Oracle as appropriate.
    2. Perform stop, restart, and check status of Directory Server as appropriate.
    3. Perform stop, restart, and check status of JMS as appropriate.
    4. Perform stop, restart, and check status of SQM Web Portal as appropriate.
    5. Administer the SQM Process Monitor.
    6. Administer the SQM Process Manager.
    7. Administer the Socks Proxy.
    8. Perform stop, restart, and check status of IBM Tivoli Netcool Service Quality Manager System.

  6. Given installed and running mediation, administer the mediation, so that mediation processes are administered. With emphasis on the following steps:
    1. Verify mediation connectivity to the data sources.
    2. Administer mediation parameters as required.
    3. Verify mediation data is available at expected frequency.
    4. Verify mediation contents is as expected (volume, correct format etc).
    5. Examine mediation logs for errors.
    6. Examine adapter logs for errors.

  7. Given that Oracle and SQM processes are running, and customer requirements, administer, maintain, and schedule reports in Business Objects so that Business Object reports are administered, maintained and scheduled. With emphasis on the following steps:
    1. Administer, maintain and schedule Business Objects reports as per customer requirements.
    2. Verify the reports are being run.

  8. Given IBM Tivoli Netcool Service Quality Manager Monitoring Guide and the Configuration Guide, access to the IBM Tivoli Netcool Service Quality Manager client and an appropriate use rid login, manage alarming (SNMP traps and e-mails) such that alarming is managed. With emphasis on the following steps:
    1. Adjust the SNMP trap and e-mail destination if necessary.
    2. Connect to the IBM Tivoli Netcool Service Quality Manager server using the IBM Tivoli Netcool Service Quality Manager client
    3. Log in using a valid IBM Tivoli Netcool Service Quality Manager use rid with SLA Provisioning authority
    4. Select the SLA Provisioning tab
    5. Edit the offending SLA

      6. Navigate to the Actions panel
      Expand the list of Clauses and select the offending KQI
      Adjust the threshold values to reduce the frequency of alarms
      Save the changes
    6. Activate the modified SLA

  9. Given user login with SLA management permissions, open the SLA Management GUI and the SLO Management GUI and administer the SLAs and SLOs so that SLAs and SLOs are administered. With emphasis on the following steps:
    1. Log in to the SQM desktop and open the SLA management GUI
    2. Administer the values within the SLA as per requested changes.
    3. Log in to the Customer Experience Manager and open SLO management GUI.
    4. Administer the values within the SLO as per requested changes.

Section 5: Performance Tuning and Problem Determination

  1. Given an installed, functioning IBM Tivoli Netcool Service Quality Manager system manage the logging properly so that logs are appropriately managed. With emphasis on the following steps:
    1. Set and check the logging level properly
    2. Manage Oracle logs
    3. Manage Directory Server and JMS logs
    4. Manage WebSphere logs.
    5. Manage mediation logs.
    6. Manage FTP logs
    7. Manage Tomcat logs
    8. Manage Adapters logs
    9. Manage Installation logs
    10. Administer, configure, and use the IBM Tivoli Netcool Service Quality Manager logging tool.
    11. Adjust cron jobs as appropriate.

  2. Given a running mediation system with available data sources and IBM Tivoli Netcool Service Quality Manager system metrics, perform mediation platform tuning and configuration, such that enhanced mediation platform performance is achieved. With emphasis on the following steps:
    1. Review IBM Tivoli Netcool Service Quality Manager system metrics and propose changes

      2. Add additional mediation platforms
      Tune file-systems (striping versus mirroring)
      Enable compression for low bandwidth links
      Tune mediation platform such as threads and processes
    2. Review proposed mediation changes with SQM Benchmarking team
    3. Perform mediation platform changes
    4. Monitor updated mediation platform(s)

  3. Given the IBM Tivoli Netcool Service Quality Manager installation with data missing, troubleshoot monitoring so that failure in monitoring is identified. With emphasis on the following steps:
    1. Connect to the Tivoli Netcool Service Quality Management server
    2. Use IBM Tivoli Netcool Service Quality Manager sap commands and verify the status of all IBM Tivoli Netcool Service Quality Manager services
    3. Check relevant log and audit files and scan for any error or completion messages
    4. Connect to IBM Tivoli Netcool Service Quality Manager client and launch the KQI Analyzer
    5. Use the Historical View option from KQI Analyzer and verify that historical data is present for the discovered KQIs
    6. Launch SLA Monitor and verify that necessary SLAs are discovered
    7. Drill down to the SLAs and verify the status of the SLAs
    8. Launch Alarm Monitor and verify if any alarms were raised for the monitored SLAs
    9. Verify that SLA WEB view is accessible. Connect to the SLA WEB viewer and verify the status of discovered SLAs
    10. Troubleshoot mediation if necessary.

  4. Given Server Administration Guide and Customer Experience Manager Monitoring Guide, troubleshoot Customer Experience Manager functionality such that Customer Experience Manager functionality has been verified. With emphasis on the following steps:
    1. Verify that the IBM Tivoli Netcool Service Quality Manager Web Portal application (IBM WebSphere) is running:

      2. Log in to IBM Tivoli Netcool Service Quality Manager server as root user
      Run command svcs –x | grep assure
      Verify that wp-sa appears as started in the list of processes
    2. Verify that IBM Tivoli Netcool Service Quality Manager processes specific to Customer Experience Manager are active

      3. Log in to IBM Tivoli Netcool Service Quality Manager server as saserver user
      Run command sap disp cem
      Verify that the required processes are started (crmproxy, slom, customerom, sloengineom)
    3. Verify that the required Customer Experience Manager adapters are active:

      4. Log in to IBM Tivoli Netcool Service Quality Manager server as saserver user
      Run command sap disp adapters
      Verify that the required processes are started
    4. Verify browser access to CEM user interface

      5. Open browser window
      Request access to URL: :9043/ibm/console/logon.jsp
      Verify that login window appears
      Enter valid Customer Experience Manager use rid and password
      Verify that access to Customer Experience Manager Web page is provided
    5. Troubleshoot monitoring if necessary.

  5. Given an Oracle issue, Oracle Enterprise Manager and correct login permissions, troubleshoot Oracle so that the Oracle issue is resolved. With emphasis on the following steps:
    1. Log in to the Oracle Client Enterprise Manager
    2. Verify that the Oracle log files are not showing errors
    3. Verify that procedures for the auto create and delete of adapter table partitions are in place and running successfully.
    4. Verify that the data and index partitions are not filling up and have space for expansion
    5. Verify that the auto extend of tablespace is enabled

  6. Given a IBM Tivoli Netcool Service Quality Manager solution, troubleshoot and resolve user access issues so that the user access issue is resolved. With emphasis on the following steps:
    1. Determine if the user is allowed access to SQM System
    2. Verify the Client Host file
    3. Verify the web components of the SQM are working properly
    4. Investigate Client and Server logs
    5. Verify, if needed the Socks proxy configuration
    6. Resolve the issue.

  7. Given an SQM system with Business Objects installed and running, troubleshoot Business Objects reporting or connectivity issues, such that any Business Objects issues are resolved. With emphasis on the following steps:
    1. Troubleshoot Business Objects client connectivity
    2. Troubleshoot Oracle client database connectivity (optional – Business Objects Reporting Client / Administration only)
    3. Troubleshoot launch-in-context of Business Objects reports from SQM client
    4. Troubleshoot scheduled reports (Business Objects Broadcast Agent)
    5. Troubleshoot SQM / Oracle user account synchronization
    6. Resolve issues.

  8. Given the SLA Monitor functioned previously, determine availability of SLA Monitor or Customer Experience Manager, or both Interface so the availability issue is resolved. With emphasis on the following steps:
    1. Determine if SLA Monitor is working.
    2. Identify problem.
    3. Resolve hypothetical problem with hypothetical fix

  9. Given the KQI/KPI definitions and the mediation specification, troubleshoot KQI values so that the reason for nonpublished or incorrectly published KQIs is determined. With emphasis on the following steps:
    1. Log in to the SQM desktop and open the SLA Monitor
    2. Visually verify any KQIs that are not published or published with what looks like incorrect values in the SLAs
    3. Determine via the KQI definition if the KPI values for that KQI are being produced or produced incorrectly
    4. Determine via the KPI definition if the mediation data for the selected KPIs are being produced or produced incorrectly
    5. Determine if the KPI value is being represented correctly. If not, resolve.

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