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At a glance
Course number
HF332X
Length
2 days
Delivery method
Onsite dedicated training (
OST
OST )
Price
USD $1,380
Price
To order or find out more information, please call our Customer Registration Center (CRC) in the US at 800-472-5277 (800-HPCLASS) or in Canada at 800-563-5089.query online.
Prerequisites
Ability to use a Windows GUI
Audience
HP ServiceCenter end-users, including:
Helpdesk staff
Incident Mgt staff - Specialists
Problem Mgt staff
Configuration Mgt staff
Change Mgt staff
Request Mgt staff
Course objectives
By the end of the course, participants will be able to:
Connect and disconnect to ServiceCenter
Navigate around the product
Open, Update, and close records within the
relevant module
Search for records within the relevant module
Relate data from one application to another
Benefits to you
Participants will become a more efficient and effective member of their workforce and increase their own worth within the organization
Course outline
Navigation
Link ITIL with the HP ServiceCenter tool
Philosophy behind HP ServiceCenter
ServiceCenter product areas
Types of Servicecenter end users
Common ServiceCenter terms
ServiceCenter client and log on
Help features
Connect to and view the ServiceCenter
interface
Disconnect the ServiceCenter session
Elements of the ServiceCenter GUI screen
Finding a help item
Navigate using System Navigator
Find and open your applications
Change your password
View the System Bulletin
Functionality and different kinds of form
objects
Different methods to save a record
Types of search methods and qualifiers
Change and enhance the appearance of the search results
Export the search results to a text or an Excel
file
Steps to identify and search a record to be
modified
Make the necessary modifications in a record
Different methods to save the changes
ServiceDesk
Service Desk process and functionality
Access Service Desk and create interactions
Process, close, save and escalate interactions
Other new interaction options
Retrieve interactions in the interaction queue
Search for individual interactions
Update an interaction
Understand related records, interaction
statuses and required actions
Close an interaction
Incident Management
Incident management process
Incident management activities in
ServiceCenter
Create an incident from an interaction
Assign and escalate incidents
Other incident management options
Retrieve incidents in the incident queueSearch for individual incidents
Update an incident
Relate records and problems
Closing and reopening incidents
Problem Management
Problem management process and workflow
Problem management activities in
ServiceCenter
Tracking and monitoring problems
Create and update a problem record
Associate incidents and changes with
problem records
Viewing records related to a problem
Advancing a problem to the next phase
Document the root cause and the workaround
Problem management tasks
Closing a problem
Open and close a known error
Document a solution
Update related records
View an inbox or favorite
Change a problem management phase
Reopen a problem management record
Set a reminder
Search for a problem record, known error,
and a problem management task
Configuration Management
Configuration management terminology
Add a configuration item record
Create a configuration item record using a wizard
Access, save and update a configuration item
record
View scheduled maintenance for a configuration item
View a Service Level Agreement for a
configuration item
Configuration item groups
Searching configuration management
Overview: contract management
Checklist: Software license tracking and
compliance
Change Management
How change management works
Understanding the change management
process
Categories and phases
Change management workflow Creating a
new change
Close a change phase
Take a change through its various phases
Retrieving changes in the change queue
Searching for individual changes
Reviews and approvalsApproving changes
Alerts and messages
Related records
Request Management
The request management process
Understanding the business process flow
Categories and phases
Accessing request management and creating
quotes
Querying for quotes
The approval process
Accessing approvals
Alerts and messages orders
Receiving and closing orders
Printable version
