EncartaLabs

Service Manager - Technical Configuration

( Duration: 5 Days )

The Service Manager - Technical Configuration training course provides delegates with the technical skills needed to effectively use and configure the HP Service Manager 9.x software product. This course focuses on configuring Service Manager to match the processes, policies, and procedures in the out-of-the-box environment.

By attending Service Manager - Technical Configuration workshop, Participants will learn to:

  • Understand the Service Manager processes, workflows, and best practices
  • Use the Service Manager Web, Windows, Service Request Catalog, and Mobility clients
  • Navigate online help
  • Configure operators, security roles, user roles, environment records, and security folders
  • Define approvals and approval groups
  • Delegate approvals
  • Describe SM reporting capabilities
  • Understand CIs and CI Relationships
  • Open a new interaction with Service Manager Service Desk, and then follow its escalation through Incident Management, Problem Management, and Change Management, utilizing the built-in ITIL standards and best practices
  • Configure the Service Manager components
  • At a high-level:
    • Describe the workflows used in each module
    • Describe the workflow components
    • Describe how to add approvals and alerts to workflows
    • Create a new change workflow
  • Describe the various integration technologies and how to integrate Service Manager to other products using the Integration Manager Utility

Technical users who are new to HP Service Manager.

COURSE AGENDA

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
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
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
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
5

Understanding Approvals

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

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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