To order or find out more information, please call our Customer Registration Center (CRC) in the US at 800-472-5277 (800-HPCLASS) or in Canada at 800-563-5089.
You can also submit a query online.
Course overview
This course provides a generic base for end-user HP Service Desk 4.5 Software product training. Modules from this base set are arranged into sessions targeted for IT Staff members by role. The base modules may be customized to create up to 4 days of training. The course modules are arranged so that all end-users are trained on the initial modules, then specific end-users are trained on one or more additional modules, based on their roles and responsibilities. Emphasis is on end-user concepts, use, and tasks. This course is 50% lecture and 50% lab.
Prerequisites
General PC user skills, including data entry and use of keyboard, mouse, Microsoft Windows interface
Audience
HP Service Desk Software End-Users, including the following:
Help Desk/Service Desk staff, Specialists, Problem Management staff, Change Management staff, Configuration Management staff, Service Level Management staff, and staff entering Organization data
Ways to save
Save with the HP Care Pack education service offerings.
Upon completing specific modules of this course, you will be able to:
Create new Service Calls, Incidents, Configuration Items, Work Orders, Problems, Changes, Persons, Organizations, Workgroups, Service Level Agreements and Services
Operate the user console to list, find, and update service desk records
Use views, forms, and templates
Link records using the Relate feature
Access HP OpenView Service Desk using the Web Console and Service Pages
Benefits to you
Use HP OpenView Service Desk to enter, view, and modify Service Calls, Incidents, Configuration Items, Work Orders, Problems, Changes, Persons, Organizations, Workgroups, Service Level Agreements and Services
Use the User Console, Web Console, and Service Pages
Next Steps
ITIL Foundation for IT Service Management (based on ITIL V2) (H1846S)
HP Service Desk 4.5 Software Administration (H7084S)
Take other courses in the HP Software education curriculum
Course outline
Introduction
What is ITIL? Why HP OpenView service desk? Types of Service Desk end-users and Service Desk definitions
End-user Basics
Client startup, logon, overall layout of user console, getting help, shortcut bar and items
Views, records, forms, templates; Quick Find and Advanced Find; Relation and assignment concepts
Actions and History; Work orders and Approval sheets; Service Today and notification of work assigned
Help Desk / Service Desk
Help Desk / Service Desk overview; Service calls versus Incidents; Service Call status versus assignment status
Impact, priority, urgency; How do I create a Service Call? Service call form and tips for entering serviced calls
Checklist wizard and work orders; Relating Service Calls and Incidents to other Service Desk records
Handling incoming Service Calls and Incidents; Closure and views
Specialist
Specialists overview and typical activities in Service Desk
Service calls versus incidents; Service call
status versus assignment status; Impact, priority, urgency
Handling incoming service calls and incidents; Service call form and tips for updating serviced calls
Work orders and relating records to other records
Configuration Item (CI), Problem, and Change forms; Spent time
Problem Management for end-users
Problem management overview
ITIL definitions – incident, problem, known error
How do I create a problem? Problem form and tips for entering problems
Work orders and relate problems to other service desk records
Problem views
Configuration Management for end-users
Configuration management overview and configuration management in service desk
CI category; CI relations and types; unique CI versus type CI
Populating the CMDB; How do I manually create a new CI? CI form and tips for entering CI’s
Generate CI wizard and configuration item views
Change Management with Work Orders and Projects for end-users
Change management overview and change management in Service Desk
Projects, Changes, Work orders
How do I create a Change? Change form and tips for entering changes
Work orders - automatic replanning, execution, and closing items that have related Work orders
Outage: window of opportunity and outage: planning
CMDB update / CI check; Approval sheets; link change records with other Service Desk records
Change and Project views, Project form
Service Level Management for end-users
Service Level Management overview and SLM structure in service desk
How do I create a service? Service form and tips for entering services
Services types, relating Services, and Service views
How do I create a service level agreement? SLM form and views
Using SLA Metrics
Organization Management for end-users
Organization Management Overview and scope
Data input process and how do I start manual input?
Organization, Person, and Workgroup – forms, templates, and views
End-user Advanced
Customizing the shortcut bar and current view
Multiple update, settings user options, reporting from views
Service Pages for Specialists
URL access and logon
Listing and updating Service Calls, Incidents, Problems, Changes, Work orders
Web Console for IT Staff
URL access and logon
Creating, Listing, and updating Service Calls, Incidents, Problems, Changes, Work orders, Configuration Items, Services, Service Level Agreements, Persons, Workgroups, Organizations
Using Advanced Find, Pop-up Actions, Detach, and Personalize features
Printable version
