HP ServiceCenter 6.x Software: Essentials

Course overview

This 5-day course provides students with the skills needed to effectively use and manage the HP ServiceCenter 6.2 Software product. This administrator level course focuses on implementing and configuring ServiceCenter to match the processes, policies, and procedures of the student's environment. This course is 50 percent lecture and 50 percent hands-on.

Prerequisites

• HP ServiceCenter 6.x software: introduction (HE420aae/SC050W) Self-Paced Web Based Training

Audience

• Customers: Administrators, developers, web developers, and managers who are managing the ServiceCenter 6.x product
• Channel Partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help customers with ServiceCenter 6.x implementations
• HP Engineers: HP personnel who provide pre-sales and post-sales support for ServiceCenter 6.x

Ways to save

Course objectives

Upon completing this course you will be able to:

• Use and administer the interfaces of ServiceCenter
• Manage ServiceCenter and ServiceCenter users using administrative tools
• Configure the ServiceCenter technical environment
• Use interaction, incident, configuration item, operator, environment, profile, role, and contact objects
• Create customized forms, tables, data relations, queries, and validations

Next steps

• HP ServiceCenter 6.x software: Tailoring (HE422S)
• HP ServiceCenter 6.x software: System Administration (HE418aae/SC220W) Self-paced Web Based Training

Benefits to you

You will gain the skills needed to:

• Use ServiceCenter 6.x to manage interactions, incidents, configuration items, operators, environments, profiles, roles and contacts
• Customize and configure the ServiceCenter tool using administrative tools
• Define data relationships, automated process calculations, and validations within ServiceCenter
• Apply ITIL-based Configuration and Incident processes to ServiceCenter

Course outline

Introduction to ServiceCenter

• Benefits of Service Center
• Install Service Center
• Navigation
• Help System

Data Management

• Data Elements
• Database Manager
• Database Definitions
• System Language

Forms

• Forms Designer
• Dynamic View Dependencies
• Format Control

Links

• The Link Process

Data Retrieval

• Stored Queries
• Favorites and Inboxes
• Dynamic Breakdown Charts

User Administration

• System Information Definition Record
• User Administration Utilities
• Operator Records and Capability Words
• Profiles and Roles

Configuration Management

• Configuration Management Process
• Tables and Forms
• Environment

Service Desk

• Service Desk Process
• Tables and Forms
• Environment

Incident Management

• Incident Management Process
• Tables and Forms
• Configuring Incident Management
• Environment