EncartaLabs

HP Service Manager Process Designer

( Duration: 2 Days )

The HP Service Manager Process Designer training course focuses on the HP Service Manager Process Designer configuration tools. Delegates learn how to install the Process Designer Content Pack, migrate data to use the new Process Designer processes, build and modify existing workflows to support business processes, use rule sets and rule types to define business rules, and understand authorization roles and security areas.

This course covers Process Designer for Service Managers versions 9.30 and 9.31. With Service Manager 9.30, the Knowledge Management workflows are already converted to Process Designer. With Service Manager upgraded to version 9.31 and the Process Designer Content Pack 4 installed, the following workflows are converted to Process Designer: Help Desk (which includes the Service Desk, Incident Management, and Problem Management modules) and Change Management. As part of the labs, you install the Process Designer Content Pack 4.

By attending HP Service Manager Process Designer workshop, Participants will learn to:

  • Describe HP Service Manager Process Designer and the modules that use Process Designer in SM 9.30 and SM 9.31
  • Describe the Process Designer components:
    • Workflows
    • Rule sets
    • Security model
  • Work with Change Management, Knowledge Management, and Help Desk workflows
  • Describe Process Designer usability improvements
  • Configure Process Designer to send HTML Emails
  • Update the Service Level Objectives (SLOs) to work with the Process Designer for Help Desk workflows
  • Install the Process Designer content pack
  • Migrate data to use the new Help Desk Process Designer workflows

  • Knowledge of Service Manager Software

  • Administrators responsible for configuring Service Manager Process Designer workflows

COURSE AGENDA

1

Overview of Process Designer

  • Describe the Process Designer
  • Describe Process Designer benefits
  • Describe which Service Manager modules use Process Designer
  • Describe the Process Designer installation steps
  • Describe at a high level how to migrate data in the Help Desk modules to Process Designer
2

Components of the Process Designer - Workflows

  • Describe the Process Designer workflows
  • Create new workflows
  • Edit workflows
  • Call workflows from each Process Designer module
  • Describe the tables for which Process Designer workflows are enabled
3

Components of the Process Designer - Rule Sets

  • Define business rules
  • Describe the different types of rules in Service Manager
  • Describe the rule sets and how they work with workflows
  • Use the Condition Editor
  • Describe how format control works with rules sets
4

Components of the Process Designer - Security Model

  • Describe the Process Designer Security Model
  • Describe the security areas and security roles
  • Assign security roles to operators
  • Add new default settings for a security area
5

Service Desk Interaction Workflow

  • Summarize the Service Desk interaction workflow
  • Explain the differences in the new interaction record
  • Show how status drives the record through the phases
  • Explain how the status list is set
  • Describe the new Category structure
  • Look at how the interaction forms are set
  • Explain interaction escalation and interoperability with other modules
  • Configure Service Desk settings and the environment record
6

Incident Management Workflow

  • Describe the Incident workflow
  • Explain the differences in the new Incident record
  • Show how status drives the record through the phases
  • Explain how the status list is set
  • Describe the new category structure
  • Set Incident forms
  • Summarize the Incident Task workflow
  • Explain how incident tasks work with incidents
  • Configure incident settings and the environment record
  • Describe the known errors with the Incident workflow
7

Process Designer Usability Improvements

  • Discuss usability improvements, including:
    • Relating records
    • Preferred notebook style on forms
    • Record ID in record headers
    • Real-time counters on tab labels
8

Problem Management Workflow

  • Describe the Problem workflow
  • Explain how known errors are handled in the Process Designer workflow
  • Show how status drives the record through the phases
  • Explain how the status list is set
  • Describe the new Category structure
  • Set the Problem forms
  • Describe the Problem Task workflow
  • Explain how problem tasks work with problems
  • Configure problem settings and the environment record
9

Working with Changes and Tasks

  • Describe change categories and models
  • Describe the change workflows
  • List task categories
  • Work with the task planner
10

Working with Knowledge Documents

  • Describe the Knowledge Document workflow
  • Determine where to set the Knowledge workflow for the system
  • Describe knowledge profile records for security settings
11

HTML Emails with the Process Designer

  • Describe the HTML Email solution
  • List the components of the solution
  • Describe how Process Designer sends HTML Emails
12

Service Level Management

  • Use Response SLOs for Service Desk, incident, and problems based on phases or status
  • Update the configuration record
  • Update the SLO records
13

Installing the Process Designer Content Pack

  • List the prerequisites for the PD for Help Desk content pack
  • Install the PD for Help Desk content pack
  • Enable PD for Help Desk
  • Migrate transactional records, such as:
    • Interaction
    • Incident
    • Problem and Problem Tasks
    • Known Error
14

Data Migration Overview

  • Migrate old data to a new workflow
  • Describe data migration planning and considerations
  • Update the Todo table

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
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  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

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Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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