HP ServiceCenter 6.x Software: Request 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 Request 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) for partners only. 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 Request Management
• Create customized actions, forms, rules, views, and templates

Next steps

• HP ServiceCenter 6.x Software: Change Management (HE423S)

Benefits to you

You will gain the skills needed to:

• Use ServiceCenter 6.x to manage the Request
  Management processes.
• Customize and configure the ServiceCenter tool using administrative tools
• Apply ITIL-based Change, Configuration, Incident, Problem, and Service Level Management processes to ServiceCenter

Course outline

Request Management (RM) Overview

• Reviewing RM and Architecture
• Addressing Business Needs
• Developing Business Process Flows
• Reviewing RM and Architecture
• Launching Points
• Creating a Quote
• Querying for Quotes
• Switching Inboxes
• Adding User Data
• Creating a Line Item Summary

Security and Access Control

• Controlling Access Privileges
• Setting up User Profiles
• Using Capability Words
• Controlling Access

Categories and Phases

• Creating Categories
• Creating a Quote Category and Phase Definition
• Examining an Order Category and Phase Definition
• Adding Phase Definitions
• Using Format control
• Writing Request Management Scripts
• Using Phase Definition Scripts

Approvals

• Processing Approvals
• Addressing Approvals
• Using the Approval Definition and Approval Log
• Setting Up Approvals
• Creating Approval Groups

Alerts and Messages

• Processing Alerts
• Accessing Alerts from a Record
• Setting up Alerts
• Testing Alert Scripts
• Processing Messages
• Using Macros

The Catalog

• Creating Master Categories
• Using Line Item Categories and Phases
• Adding Catalog Items
• Adding Model and Vendor Information
• Experimenting with Catalog Items
• Ordering
• Receiving and Closing