Course Overview
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Contents of the course
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Goals of the course
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Recognizing fellow participants
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Class schedule
Module 1: Introduction to Service Manager
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Describe the intent of Service Manager
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Define the IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
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Describe Service Manager processes and best practices
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Describe the ITSM features within Service Manager
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List the HP products that integrate with Service Manager
Module 2: Navigating Service Manager
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Log in to Service Manager
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List the differences between the Windows and Web clients
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Use queues and views
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Save a view to Favorites
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Use the options menu and toolbar functions
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Change the Service Manager interface settings
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Search records, including using advanced capabilities
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Explain Find and Fill
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Navigate the online help
Module 3: Understanding the Service Manager Processes
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Describe the goals, features, and benefits for each of the Service Manager modules
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Summarize the Service Manager processes and workflow
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Describe embedded best practices for handling issues using Service Manager
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Describe the interoperability among the Service Manager modules
Module 4: User Administration
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Identify the relationships among environment, operator, profiles, capability words, and user roles
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Describe environment records
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Connect to Service Manager as different users
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Add permissions to applications to users
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Describe how menus are mapped to user roles
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Create and edit Security Areas and Security Roles
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Create and edit a user role
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Define security folders
Module 5: Understanding Approvals
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Define approvals and approval groups
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Approve changes and requests
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Add approvers
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Delegate approval authority
Module 6: Reporting
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Describe the reporting options available with Service Manager
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Work with the Service Manager built-in reporting feature
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Integrate Service Manager with Crystal Reports
Module 7: Configuring Configuration Management
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Summarize how to switch a CI to a different type
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Describe CI Groups and CI relationships
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Use baselines
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Define Authorized and Actual CI states
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Configure the Environment record settings
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Add a new CI type
Module 8: Configuring Employee Self Service and Service Desk
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View operator record settings for self-service users
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View operator record settings for service desk analysts
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Create operator records from operator templates
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Discuss environment record settings
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Discuss interaction tables and forms
Module 9: Configuring Incident Management
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Configure Operator and Security Model settings
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Create a new assignment group
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Describe multi-level categorization
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Create new subcategory and area records
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Describe interoperability with other SM applications
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Configure environment record settings
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Define the Incident Management tables and forms
Module 10: Configuring Problem Management
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Configure the Operator and Security Model settings
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Configure the environment record settings
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Find and use the Problem workflow
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Create a new Rule Set and add it as a button in a phase
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Describe interoperability with other SM applications
Module 11: Configuring Change Management
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Configure the operator and profile settings
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Configure the environment record settings
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List the basic process designer settings
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Describe interoperability with other Service Manager applications
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Create a change category
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Add and modify change phases:
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Identify items defined by a category's phase definition
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Define key characteristics for a category's phases
Module 12: Configuring Request Management
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Identify the elements of the Request Fulfillment
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Create a model
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Create a Product Catalog record
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Create a Re-order rule
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Name the involved tables
Module 13: Configuring Service Catalog and Service Request Catalog
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Add catalog items to the Service Catalog
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Add bundles of items to the Service Catalog
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Modify the Service Request Catalog (SRC) Web Client ordering wizard
Module 14: Configuring Knowledge Management
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Identify knowledge management tasks
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Summarize the Knowledge Management Structure
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Contribute a knowledge document
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Organize the knowledge management to:
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Add a category
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Add a subcategory
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Add knowledge groups
Module 15: Configuring Service Level Management
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Configure the Service Level Agreement (SLA) catalog
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Describe the tasks needed to configure SLAs
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Describe how SLAs are linked to other applications
Module 16: Configuring Integrations
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Describe the methods used to integrate with Service Manager
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Describe the Integration Manager utility
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Describe the steps required to integrate Service Manager with Release Control
Module 17: Additional Information
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Sign up for training courses for Service Manager
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Search on the HP Support Portal
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Navigate to the HP Support Portal
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Get the HP Compatibility Matrix
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Visit the Forums for Service Manager
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Walk the Software Training Path to Certification
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Take the First Step - Obtain your HP Learner ID