This course provides a generic base for end-user HP Service Desk 5.x Software product training. Modules from this base set may be arranged into sessions that target IT staff members by role. Base modules may be customized for the processes, workflow, procedures, and specific Service Desk implementation at a given customer site. The modules for this course are arranged so that all end-users attend the beginning of the class, then specific end-user types attend one or more additional modules based on their roles and responsibilities, up to four days. This course is 50% lecture and 50% lab.
Prerequisites
General PC user skills, including data entry and use of keyboard, mouse, Microsoft Windows interface
Audience
HP Service Desk Software End-Users, including the following staffs: Help Desk / Service Desk, Specialist/Technician, Problem, Change, Configuration, Service Level Management and staff entering Organization data
Ways to save
Save with the HP Care Pack education service offerings
Upon completing specific modules of this course, you
will be able to:
Create new Service Calls, Incidents, Configuration Items, Work Orders, Problems, Changes, Persons, Organizations, Workgroups, Locations, Mailboxes, Service Level Agreements and Services
Operate the HP Software Console to list, find, and update Service Desk objects
Use views, forms, and templates
Link records using the Relate feature
Assign and receive work
Access HP Service Desk Software using the Web
Console and Service Pages
Next steps
ITIL Foundation for IT Service Management (based on ITIL V2) (H1846S)
HP ServiceDesk 5.x Software: Administration (UC328S)
Take other courses in the HP Software education curriculum
Benefits to you
Use HP Service Desk 5.x Software for day-to-day tasks, including entering new data, modifying data, and viewing
Use the HP Software Console, Web Console, and Service Pages
Use HP Service Desk 5.x Software for day-to-day tasks, including entering new data, modifying data, and viewing
Effectively use Quick and Advanced Find
Efficiently use Service Desk forms, views, and
templates
Assign and receive work within Service Desk
Link Service Desk objects using the Relate feature
Effectively use Service Desk fields, including Status,
Impact, Priority, Category, Classification
Use the Checklist Wizard
Course outline
Module 1: Introduction
What is ITIL? Why HP Service Desk Software? Types of Service Desk end-users, Service Desk definitions, product areas, and overview of interfaces
Module 2: End-User Basics
SD Client and Java Web Start, logon, overall layout of HP Software Console, getting help, workspace navigation panel, and objects
Views, records, forms, templates; Quick Find
and Advanced Find; Relation and assignment
concepts
Actions and History; Work orders and
Approval sheets; Service Today and
notification of work assigned
Module 3: Help Desk / Service Desk
Help Desk / Service Desk overview; Service
Calls versus Incidents; Service Call status
versus assignment status
Impact, priority, urgency; How do I create a
Service Call? Service call form and tips for
entering Serviced Calls
Checklist wizard and Work Orders; Relating
Service Calls and Incidents and other Service
Desk objects
Handling incoming Service Calls and
Incidents ; Closure and views
Module 4: Specialist
Specialists overview and typical activities in
Service Desk
Service calls versus Incidents; Service call
status versus assignment status; Impact,
priority, urgency
Handling incoming Service Calls and
Incidents; Service Call form and tips for
updating Service Calls
Work orders and relating records to other
records
Configuration Item (CI), Problem, and
Change forms
Module 5: Problem Management for End-users
Problem management overview
ITIL definitions – incident, problem, known
error
How do I create a problem? Problem form
and tips for entering Problems
Category, Classification, Impact, Priority,
Work orders and relate Problems to other
Service Desk objects
Problem views
Module 6: Configuration Management for End-Users
Configuration management overview and configuration management in Service Desk
CI category; CI relations and types; unique CI versus type CI
Populating the CMDB; How do I manually create a new CI? CI form and tips for entering CI’s
Generate CI Wizard and Configuration Item views
Window of opportunity and trigger automatic CMDB update features
Maintenance Contracts
Module 7: Change Management for End-Users
Change management overview and change management in Service Desk
Projects, Changes, Work orders
How do I create a Change? Change form and tips for entering Changes
Work orders - automatic replanning, execution, and closing items that have related Work Orders
Approval sheets; link Change objects to other Service Desk objects
Change and Project views, Project form
Module 8: Service Level Management for End-Users
Basic SLM topics covered:
Service Level Management overview and SLM structure in Service Desk
Service Management Users and Roles
SLM objects and workspaces
Service Level Agreement, Service Level, and Service objects in Service Desk
Services types
Link Configuration Items to Services
Link Services to other Services
Advanced SLM topics introduced:
SD Service Designer
Modeling Service Hierarchies
Hierarchy Filters and Service Definitions
Steps to build Hierarchy Filters and Service Definitions
Creating Services from Hierarchy Filters and Service Definitons
Check Conformity
Manage Service Level Agreement
Module 9: Organization Management for
End-Users
Organization Management Overview and scope
Data input process and how do I start manual
input?
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