HP Service Manager 7.x Software: Request Management

Course overview

This 5-day course provides students with the skills needed to effectively use, configure, and customize the Request Management application. This course covers how to use Service Manager 7.x software to effectively manage the Request Management application, customize and configure the Service Manager 7.x software using advanced administrative tools, and apply ITIL-based Request Management processes to Service Manager 7.x. This course is 50 percent lecture and 50 percent hands-on lab.

Prerequisites

• HP Service Manager 7.x Software: Essentials (HF509S)

Audience

• Customers: Administrators, developers, web developers, and managers who are managing the Service Manager 7.x software
• Implementers: Consultants, system architects, integrators and planners who help customers implement Service Manager 7.x software in a customer environment
• Engineers: HP personnel who provide pre-sales and post-sales support for HP Service Manager 7.x

Ways to save

Course objectives

• Describe how the the Request Management process works in Service Manager 7.x
• Describe the Request Management application architecture
• Open requests within Service Manager and guide them through their full lifecycle
• Configure alerts, approvals, and master categories
• Administer the structure of the Request Management catalog and associated levels of categories
• Approve, deny, and retract quotes

Next steps

• HP Service Manager 7.x Software: Change Management (HF511S)

Benefits to you

• Use Service Manager 7.x to manage the Request Management processes
• Customize and configure the HP Service Manager software using administrative tools
• Apply ITIL-based Request Management processes to HP Service Manager 7.x

Course outline

Request Management Overview

• Features of Request Management
• Request Management Process

The Catalog

• Model Records
• Vendor and ModelVendor Records

Categories and Phases

• Line Item Categories and Phases
• Master Categories
• Order Categories and Phases
• Quote Categories and Phases

Security and Access Control 

• Environment
• Profiles and Capability Words
• Groups

Approvals

• Approval Processing
• Approval Setup

Alerts and Messaging 

• Alerts
• Notifications

Advanced Processing

• Packages and Bundles
• Dependencies
• Catalog Options
• Order Scheduling
• Receiving and Posting
• Tailoring Tools

Business Process Flows

• Developing Business Process Flows