HP ServiceCenter 6.x Software: Change Management

Course overview

This course provides students with the skills needed to effectively use and manage the HP ServiceCenter 6.x Software product. This administrator level course focuses on understanding the Change Management application. This 5-day course is 50 percent lecture and 50 percent hands-on.

Prerequisites

• HP ServiceCenter 6.x Software: Implementation Consultant Boot Camp (LP-SC600-6.x) or
• HP ServiceCenter 6.x Software: Tailoring (HE422S)

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 various objects related to Change Management
• Create customized actions, forms, rules, views, and templates

Next steps

• HP ServiceCenter 6.x Software: Request Management (HE424S)

Benefits to you

You will gain the skills needed to:

• Use ServiceCenter 6.x to manage the Change Management processes
• Customize and configure the ServiceCenter tool using administrative tools
• Apply ITIL-based Change Management processes to ServiceCenter

Course outline

Change Management (CM) Overview

• Understanding the CM Process
• Opening a Change
• Opening a Record
• Approving Changes
• Closing Changes
• Opening a Multiple-Phase Change Request
• Opening a Change Request with Auto Tasks
• Understanding the CM Architecture

Files and Forms

• Using CM Forms
• Reviewing Change Categories
• Understanding Phases, Tasks, and Approvals
• Setting up an Approval Group

Security and Access Control

• Controlling Access Privileges
• Adding Profiles to Operators and Groups
• Using Operator Records and Capability Words
• Working with Profiles

Approvals

• Setting up Approvals
• Processing Approvals
• Overriding Approval Actions
• Setting up Approval Groups

Categories and Phases

• Managing Change Categories and Definition Records
• Deleting a Category
• Creating a New Change Category
• Creating a New Task Category
• Building change Request Categories and Phase Definitions
• Building Task Categories
• Using Company Master Records

Alerts and Notifications

• Creating Change Management Alerts
• Accessing the Change Alert Forms
• Processing Alerts
• Using the Notification Engine
• Working with Macros

Advanced Functions

• Tailoring Utilities
• Using Format Control
• Accessing the Display Application
• Using Display Options
• Working with Scripts