HP Service Manager 7.x Software: End User

Course overview

This course is intended to provide Service Manager end user training which will help your users get a high level understanding of the standard Service Manager interfaces. HP also provides a comprehensive training program designed to meet the custom training needs specific to your implementation. For more information on our program offering, please click the following link

This course teaches end-users the benefits and functionality of Service Manager. Topics include Navigation, ServiceDesk, Incident Management, Problem Management, Configuration Management, Change Management, and Request Management.

Prerequisites

Ability to use a Windows GUI

Audience

• Helpdesk staff
• Incident Mgt staff - Specialists
• Problem Mgt staff
• Configuration Mgt staff
• Change Mgt staff
• Request Mgt staff

Ways to save

Course objectives

By the end of the course, participants will be able to:

• Connect and disconnect to Service Manager
• 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 Service Manager tool
• Philosophy behind HP Service Manager
• Service Manager product areas
• Types of Service Manager end users
• Common Service Manager terms
• Service Manager client and log on
• Help features
• Connect to and view the Service Manager interface
• Disconnect the Service Manager session
• Elements of the Service Manager GUI screen
• Finding a help item
• Navigate using System Navigator
• Find and open your applications
• Functionality and different kinds of form objects
• Different methods to save a record
• Types of search methods and qualifiers
• 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 Service Manager
• Create an incident from an interaction
• Assign and escalate incidents
• Other incident management options
• Retrieve incidents in the incident queue
• Search 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 Service Manager
• 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
• 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
• 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 approvals
• 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