EncartaLabs

Service Manager - Change Management

( Duration: 5 Days )

The Service Manager - Change Management training course provides delegates with the skills needed to effectively use, configure, and customize the Change Management application. This course covers how to use Service Manager 9.30 software to effectively manage the Change Management application, customize and configure the Service Manager 9.30 software using advanced administrative tools, and apply ITIL-based Change Management processes to Service Manager 9.30.

By attending Service Manager - Change Management workshop, Participants will learn to:

  • Describe how the Change Management process works
  • Describe the Change Management application architecture
  • Open, modify, approve, and close a change request
  • Control access to change management processes using operator records, profiles, groups, and capability words
  • Add change and task categories
  • Configure approvals and approval groups
  • Create alerts and notifications for changes
  • Create customized actions, forms, rules, views, and templates
  • Understand the Change Management Workflow is implemented using Process Designer
  • Understand the Process Designer Security Model

  • Knowledge of Service Manager - Technical Configuration
  • Knowledge of Service Manager - Foundations for Process Owners

Administrators, developers, web developers, and managers who are responsible for configuring and tailoring the Service Manager Change Management component.

COURSE AGENDA

1

Introduction

2

Change Management Overview

  • What is Change Management?
  • ITIL Workflows and Best Practices
  • Change Management Workflow
  • Components Overview
  • Change Management Architecture
  • Change Management Business Processes
3

Tables and Forms

  • Tables
  • Forms
4

Security and Access Control

  • Environment Records
  • Operator Records and Capability Words
  • Profile Records
  • Groups
5

Approvals

  • Approvals Processing
  • Approvals Setup and Maintenance
6

Categories and Phases

  • Managing Existing Change Category and Phase Definition Records
  • Building Change Request Categories and Phase Definitions
7

Alerts and Notifications

  • Alerts and Alert Processing
  • Notifications
  • Macros
8

Tailoring Utilities

  • Data Validation
  • Display Options
  • Forms Designer and Dynamic View Dependency
  • Format Control
  • Links
  • Scripts
9

Change Calendar

  • Change Calendar Overview
  • Installation and Configuration
  • Using the Change Calendar
10

Process Designer

  • Components of Process Designer
  • Using Process Designer
  • Process Designer Security Model
  • Managing Workflows
11

Using HP Release Control

  • Release Control architecture
  • Understanding relationships between Release Control and Change Management
  • Track all changes in a single view
  • Understand impact analysis
  • Understand collision detection
  • Understand risk analysis
  • Understand time periods
  • Understand similar changes

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • 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

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

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

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