HP Service Desk 4.5 Software Administration

Course overview

This course provides students with the skills needed to effectively use and manage the HP Service Desk 4.5 Software product. This administrator level course focuses on implementing, configuring, and tailoring Service Desk to match the processes, policies, and procedures of the student's environment. This 5-day course is 50 percent lecture and 50 percent hands-on.

Prerequisites

• ITIL Foundations (H1846S) or equivalent

Audience

• Customers: Administrators who are managing the Service Desk 4.5 product
• Channel Partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help customers with Service Desk 4.5 implementations
• HP Engineers: HP personnel who provide pre-sales and post-sales support for Service Desk 4.5

Ways to save

Course Objectives

Upon completing this course you will be able to:

• Use and administer the interfaces of Service Desk
• Manage Service Desk using the administrator console
• Configure the Service Desk technical environment.
• Use service call, incident, problem, change, configuration item, organization, person, service, service level agreement, project, and work order objects
• Create customized actions, forms, rules, views, and templates

Benefits to you

You will gain the skills needed to:

• Use Service Desk 4.5 to manage service calls, incidents, configuration items, work orders, problems, changes, persons, organizations, workgroups, service level agreements and services
• Customize and configure the service desk tool using the administrator console
• Apply ITIL-based Change, Configuration, Incident, Problem, and Service Level Management processes to Service Desk

Next Steps

• Other courses in the HP Software curriculum
• Other courses in the ITSM curriculum

Course outline

Introduction

• ITIL, ITSM, and Service Desk link
• Terms, References, Product Areas

The Interfaces

• Client, Web Console, Service Pages

Processes and Capabilities

• Workflow, Relationships and linking records
• Searching
• Status and State
• Work Orders
• Approval mechanism
• Merge result

Administrator Console

• System Panel
• Building Actions and Applications
• Configuring Fields and Code Tables
• Creating Forms and Templates
• Defining and customizing Views
• Creating Folders, Roles and Accounts
• Using Administrator Console Export Settings
• Instrumentation with Database and User Interface Rules
• Archiving, backing up, & monitoring Service Desk
• Administering Service Pages
• Integrating email

Technical Implementation

• Three-tier physical architecture & Four-tier logical structure
• Service desk components
• Integration capabilities
• Settings editors

Basic Service Desk Reporting

• Reporting from Views
• Analyzed Data

Organization Management

• Organization items, Persons, and Workgroups

Using SD for Configuration Management

• Configuration management process
• Categories / Classifications
• Configurations Items and the Configuration Management Data Base (CMDB)
  

Using SD for Incident Management

• Service calls versus Incidents
• Implementing incident control activities

Problem Management

• Problem and incident management relationships & process flow
• Implementation questions and tasks

Change Management

• Change items, work orders, & projects
• Planning Questions
• Change management process & relationships

Service Level Management

• Iterative process flow & links to all other areas
• Services and service types
• Service Level Agreements
• SLA Evaluation – metrics and reports

Data Exchange

• Export, mapping, import process
• Extraction configuration wizard
• Schedule data exchange tasks