HP ServiceDesk 5.x Software: Administration II

Course overview

This course expands Service Desk administrator skills attained in the prerequisite course, HP ServiceDesk 5.x Software: Administration (UC328S). It focuses on installing, implementing, configuring, and integrating SD. Extensive Service Level Management features comprise a major portion of this 4-day course. Other topics include email integration, the SD Agent, the Object Loader, Data Exchange, Archiving data, and SD/SLM reporting with Performance Insight Software. This courses is 50% lecture and 50% hands-on.

Prerequisites

• ITIL Foundation for IT Service Management (based on ITIL V2) (H1846S) or equivalent
• HP ServiceDesk 5.x Software: Administration (UC328S)

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

• Install the SD Management Server, Client, Service Pages, and database
• Configure and maintain the Service Desk environment
• Archive Service Desk data
• Configure Service Desk email, LDAP, and AD integration
• Configure and use XPL logging with Service Desk
• Install and configure the Service Desk Agent and Objectloader
• Configure and execute Data Exchange tasks
• Create and use Service, Service Level, and Service Level Agreement objects
• Create reusable Configuration Item and Metric Definitions
• Install and configure Metric Adapters and discover metrics
• Specify Availability and Compliance Service Level Objectives
• Define and create Hierarchy Filters and Service Definitions
• Build Services from Filters and Service Definitions
• Configure and use Service Desk Reporting features with OVPI

Next steps

• Other courses in the Service Desk and ITSM curriculum

Benefits to you

• Install HP Service Desk 5.x Software
• Maintain Service Desk environments
• Integrate Service Desk using the Service Desk Agent and Objectloader
• Import data using Data Exchange
• Model Services using the Service Designer
• Apply ITIL-based Service Level Management processes to HP Service Desk Software
• Configure Service Desk – HP Performance Insight Software reporting feature

Course outline

• Pre-requisite topic list
• Topics for SD Admin II
• Email Integration, Service Desk Maintenance
• Basic and additional SD SLM Functionality
• SLM Modeling, Hierarchy Filters, Service Definitions
• Creating Services from Hierarchy Filters and Service Definitions
• Metric Adapters and SLM administration
• Integrating Service Desk and Data Exchange
• Installing Service Desk

Email Integration and Setup

• Email with Service Desk concepts, flow, configuration
• Email pre-requisites, settings, commands, templates
• Inbound and outbound email integration

Service Desk Maintenance

• Archiving concepts, settings, strategies
• Service Desk backup considerations
• XPL logging

Basic SD Service Level Management Functionality

• Service Level Management mission, relationships, definition
• SLM ITIL definitions – SLA, OLA, UC
• SLM iterative process and structure in Service Desk
• Service Level Agreement, Service Level, and Service objects in SD
• Business, Operation Management, and Underpinning Service Types
• Relating Services to CI’s and other Services

Additional SD Service Level Management Functionality

• SD SLM additional features overview
• Glossary of terms, SLM users/roles
• SLM Objects – Adapters, Definitions, Filters, Metrics
• Service designing & modeling
• Metric Adapter overview
• SLA compliance calculation
• Status and notification
• SLA monitoring & reporting overview
• SLM architecture

Introducing SLM Modeling

• Service design modeling
• Service Designer
• Modeling Service Hierarchies
• Hierarchy Filter and Service Definition approaches

Building Hierarchy Filters

• Hierarchy Filter and filter rules overview
• Steps to build a Hierarchy Filter
• Create Filter Rules – Services and CIs

Generating Services from Hierarchy Filters

• Steps to generate a Service from a Hierarchy Filter
• Create a new SLA/Service based on Hierarchy Filter
• Populate Service Hierarchy
• Add Service and Configuration Item Metrics
• Add Objectives
• Manage Service Level Agreement

Building Service Definitions

• Service Definition overview
• Steps to build a Service Definition
• Service Definition Hierarchy
• Service & Configuration Item Definitions
• Metric Definitions, Service Levels, Service Level Objectives

Instantiating Services Using Service Definitions

• Service instantiation defined
• Steps to instantiate a Service
• Create a new SLA/Service based on Service Definition
• Replace Service and CI Definition
• Specify Service and CI Metric sources
• Check conformity, manage SLA, check Service status

Administering Metric Adapters

• Metric Adapters overview
• Installing Metric Adapters
• Metric Adapter Configuration Tool and Workspaces
• Configuring and starting Metric Adapters
• Metric Discovery
• Metric Adapter simulation

SLM Administration

• SLM Administration overview
• SLM Administration Workspace
• SLA lifecycle status mapping and alarming administration
• SLM calculation engine, data collector, timing settings
• Modifying SLM entities and attributes

SD/SLM Reporting with Performance Insight Software

• Overview of Service Desk Performance Insight Software reporting
• Performance Insight Software SD Report Packs – Help Desk, Change, SLM
• SD/SLM reporting architecture, data flow, data warehouse
• Report Administration Workspace
• Out-of-the-box reports and viewing reports
• Installing Report Packs

Integrating SD

• Out-of-the-box integrations, open interfaces
• Web API, LDAP/AD, command line interfaces
• Data Exchange from external system
• Inbound service events using Object Loader
• Outbound via rules using SD Agent
• SD Agent and Object Loader installation

Data Exchange

• Data Exchange concepts and architecture
• The Extraction Configuration Wizard
• Import mapping
• Exporting data
• The Data Exchange Task
• XML and Logfile Review
• Data Exchange reconciliation

Service Desk Installation

• Installation overview and pre-requisites
• The HP Software Installer
• Types of SD installations
• Steps to install a new SD environment
• Database installation
• SD Management Server/Client installation
• Service Pages installation
• Post-installation activities
• Troubleshooting installations
• HP Software AutoPass licensing