Audience / Job Roles

Technical users who are new to HP Service Manager.

• Describe the Service Manager processes, workflows, and best practices
• Use the Service Manager Web, Windows, Service Request Catalog, and Mobility clients
• Navigate online help and use the Interactive Installation Guide
• Identify the relationships among environment, operator, security roles, capability words, user roles and security folder.
• Add permissions to applications for users
• Describe Service Manager reporting capabilities
• Describe the various integration technologies and how to integrate Service Manager to other products using the Integration Manager utility

Course Overview

• Contents of the course
• Goals of the course
• Recognizing fellow participants
• Class schedule

Module 1: Introduction to Service Manager

• Describe the intent of Service Manager
• Define the IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
• Describe Service Manager processes and best practices
• Describe the ITSM features within Service Manager
• List the HP products that integrate with Service Manager

Module 2: Navigating Service Manager

• Log in to Service Manager
• List the differences between the Windows and Web clients
• Use queues and views
• Save a view to Favorites
• Use the options menu and toolbar functions
• Change the Service Manager interface settings
• Search records, including using advanced capabilities
• Explain Find and Fill
• Navigate the online help

Module 3: Understanding the Service Manager Processes

• Describe the goals, features, and benefits for each of the Service Manager modules
• Summarize the Service Manager processes and workflow
• Describe embedded best practices for handling issues using Service Manager
• Describe the interoperability among the Service Manager modules

Module 4: User Administration

• Identify the relationships among environment, operator, profiles, capability words, and user roles
• Describe environment records
• Connect to Service Manager as different users
• Add permissions to applications to users
• Describe how menus are mapped to user roles
• Create and edit Security Areas and Security Roles
• Create and edit a user role
• Define security folders

Module 5: Understanding Approvals

• Define approvals and approval groups
• Approve changes and requests
• Add approvers
• Delegate approval authority

Module 6: Reporting

• Describe the reporting options available with Service Manager
• Work with the Service Manager built-in reporting feature
• Integrate Service Manager with Crystal Reports

Module 7: Configuring Configuration Management

• Summarize how to switch a CI to a different type
• Describe CI Groups and CI relationships
• Use baselines
• Define Authorized and Actual CI states
• Configure the Environment record settings
• Add a new CI type

Module 8: Configuring Employee Self Service and Service Desk

• View operator record settings for self-service users
• View operator record settings for service desk analysts
• Create operator records from operator templates
• Discuss environment record settings
• Discuss interaction tables and forms

Module 9: Configuring Incident Management

• Configure Operator and Security Model settings
• Create a new assignment group
• Describe multi-level categorization
• Create new subcategory and area records
• Describe interoperability with other SM applications
• Configure environment record settings
• Define the Incident Management tables and forms

Module 10: Configuring Problem Management

• Configure the Operator and Security Model settings
• Configure the environment record settings
• Find and use the Problem workflow
• Create a new Rule Set and add it as a button in a phase
• Describe interoperability with other SM applications

Module 11: Configuring Change Management

• Configure the operator and profile settings
• Configure the environment record settings
• List the basic process designer settings
• Describe interoperability with other Service Manager applications
• Create a change category
• Add and modify change phases:
  • Identify items defined by a category's phase definition
  • Define key characteristics for a category's phases

Module 12: Configuring Request Management

• Identify the elements of the Request Fulfillment
• Create a model
• Create a Product Catalog record
• Create a Re-order rule
• Name the involved tables

Module 13: Configuring Service Catalog and Service Request Catalog

• Add catalog items to the Service Catalog
• Add bundles of items to the Service Catalog
• Modify the Service Request Catalog (SRC) Web Client ordering wizard

Module 14: Configuring Knowledge Management

• Identify knowledge management tasks
• Summarize the Knowledge Management Structure
• Contribute a knowledge document
• Organize the knowledge management to:
  • Add a category
  • Add a subcategory
  • Add knowledge groups

Module 15: Configuring Service Level Management

• Configure the Service Level Agreement (SLA) catalog
• Describe the tasks needed to configure SLAs
• Describe how SLAs are linked to other applications

Module 16: Configuring Integrations

• Describe the methods used to integrate with Service Manager
• Describe the Integration Manager utility
• Describe the steps required to integrate Service Manager with Release Control

Module 17: Additional Information

• Sign up for training courses for Service Manager
• Search on the HP Support Portal
• Navigate to the HP Support Portal
• Get the HP Compatibility Matrix
• Visit the Forums for Service Manager
• Walk the Software Training Path to Certification
• Take the First Step - Obtain your HP Learner ID