HP ServiceDesk 5.x Software: Administration

Course overview

This 5-day course provides students with the skills needed to effectively use and manage the HP Service Desk 5.x Software product. This administrator level course focuses on implementing, configuring, and tailoring Service Desk to match the processes, policies, and procedures of the student's environment. This course is the first of two Service Desk Administration courses. This course is 50 percent lecture and 50 percent hands-on.

Prerequisites

• ITIL Foundation for IT Service Management (based on ITIL V2) (H1846S) or equivalent

Audience

• Customers: Administrators who are managing the Service Desk 5.x product
• Channel partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help customers with Service Desk 5.x implementations
• HP Engineers: HP personnel who provide pre-sales and post-sales support for Service Desk 5.x

Ways to save

Course objectives

Upon completion of this course you will be able to:

• Use and administer the interfaces of Service Desk
• Manage Service Desk using the OV configuration administrator workspace
• Configure the Service Desk technical environment
• Use Service Call, Incident, Problem, Change, Configuration Item, Organization, Person, Project, and Work Order objects
• Create customized Actions, Forms, Rules, Views, and Templates
• Use and administer Schedules, Code tables, and Fields
• Build and maintain Service Desk Accounts, Roles, and Folders

Next steps

• HP ServiceDesk 5.x Software: Administration II (UC329S)
• Other courses in the ITSM curriculum path

Benefits to you

You will gain the skills needed to:

• Use HP OpenView Service Desk 5.x to manage Service Calls, Incidents, Configuration Items, Work Orders, Problems, Changes, Persons, Organizations, Workgroups, and other Service Desk object types
• Customize and configure the Service Desk tool using the OV configuration administrator workspace
• Apply ITIL-based Change, Configuration, Incident, and Problem, process to HP OpenView Service Desk

Course outline

Introduction

• ITIL, ITSM, and HP OpenView Service Desk link
• Terms, References, Product Areas

Introduction to Service Desk Interfaces

• Client, Web Console, Service Pages
• OpenView Console, Java Web Start

Using the HP Software Console

• Workspaces, Console Layout, Form Layout
• Navigation, Dashboard, and Search Panels
• Quick Find and Advanced Find
• Using, choosing, lift-out, and setting default Forms
• Using, choosing, and setting default Templates
• Running Actions, using Update All
• Setting User Options, CommandBar Customizer

Using the Web Console

• Layout, Actions, Forms, Views, Templates, Find, Detach Options and web Console administration

Using the Service Pages Interface

• SP End-User and IT Staff Functionality
• New, view, and edit records, FAQ feature

Capabilities and Process Flow

• Workflow, assigning work, Service Today
• Relationships and linking records
• Status and State
• Work Orders, Approval mechanism, Merge result

Using Service Desk for Organization Management

• Organization, Person, Workgroup, Party, Mailbox, Location

Using Service Desk for Incident Management

• Service Calls versus Incidents
• Implementing incident control activities
• Workflow and relationships
• Status, Priority, Impact

Welcome to Service Desk Software Configuration

• System, General, and Regional Settings
• Using and configuring attachments

Configuring Fields, Code Tables, Required Fields, Auditing

• Standard, Calculated, and Custom Fields
• Code Tables, auditing Rules
• Required, Unique, and Copy fields configuration

Creating Forms, Templates

• Form Designer with Fields, Organizer Elements, Pages
• Template Category, configuration, nested Templates

Creating and Customizing Views

• View types and properties
• Card, Chart, Tree, Table, Map, Diagram, Combination

Automate with Rules – DB and UI

• Database and User Interface - Rules and Wizards
• Evaluation, Conditions, Compounds, Actions

Building Actions and Applications

• View, Smart, and System Actions
• Configuring Service Desk Applications

Creating Accounts, Roles, and Folders

• Role concepts and configuration
• Named, Concurrent, and Integration Accounts
• Folder Entitlement

HP Software Configuration: Miscellaneous

• Active Servers, Logged On Users, Icons, Localized Text
• Search concepts and configuration
• Named Filters, Workspaces, Scheduled Tasks

Service Desk Architecture

• Physical and logical architectures
• Management, Database, and Service Pages Servers
• Java Client and Java Web Start
• Service Pages and Web Console clients
• SD Agent, Object Loader
• Load balancing, failover
• Server and Client Settings Editors

Using Service Desk for Configuration Management

• Configuration management process
• Configuration Item (CI) object and Configuration Management Data Base (CMDB)
• Planning, designing, and implementing - questions and steps
• Categories, Classifications, CI Relations, Unique/Non-unique CI
• Populating CMDB, Generate CI Wizard, Maintenance Contracts

Using Service Desk for Problem Management

• Problem and incident management relationships and process flow
• Planning and implementation - questions and tasks

Using Service Desk for Change Management

• Change, Work Order, and Project Objects
• Planning Questions, Change management process and relationships

Creating and Using Schedules

• Schedule Element and Schedule use and configuration

Administering Service Pages

• Creating Service Pages Accounts, setting password rules
• Service Pages Template and View configuration

Basic Service Desk Reporting

• Console reporting from Views
• Analyzed Data, Data Dictionary

Using configuration Export

• Purpose, concepts, settings
• Filter Groups and Filters
• Export and Import Wizard