HP ServiceManager 7.x Software: Essentials

Course overview

This course provides students with the skills needed to effectively use and manage the HP Service Manager 7.x Software product. This administrator level course focuses on implementing and configuring Service Manager to match the processes, policies, and procedures in the student's environment. This 5-day course is 50 percent lecture and 50 percent hands-on lab.

Prerequisites

• HP Service Manager 7.X Software: Introduction (HF513AAE)

Audience

• Customers: Administrators, developers, web developers, and managers who are managing the Service Manager 7.x product.
• Channel Partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help customers with Serivice Manager 7.x implementations
• HP Engineers: HP personnel who provide pre-sales and post-sales support for Service Manager 7.x

Ways to save

Course objectives

Upon completing this course you will be able to:

• Use and administer Service Manager interfaces
• Manage Service Manager and Service Manager users using administrative tools
• Configure the Service Manager 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 Service Manager 7.x Software: Tailoring (HF510S)

Benefits to you

You will gain the skills needed to:

• Use Service Manager 7.x to manage interactions, incidents, configuration items, operators, environments, profiles, roles and contacts
• Customize and configure the Service Manager tool using administrative tools
• Define data relationships, automated process calculations, and validations within Service Manager
• Apply ITIL-based Configuration and Incident processes to Service Manager

Course outline

Introduction to Service Manager 7.x

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

Data Management

• Database Manager
• Database Definitions
• System Language

Forms

• Forms Designer
• Format Control

Links

• The Link Process

Data Retrieval

• Favorites and Inboxes
• Dynamic Breakdown Charts

User Administration

• System Information Definition Record
• Ongoing Maintenance
• Operator Records and Capability Words
• Profiles and Roles

Configuration Management

• Configuration Management Process
• Configuration Management Elements
• Tables and Forms
• Environment

Service Management

• Service Desk Process
• Tables and Forms
• Environment

Incident Management

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