HP ServiceDesk 5.1 Software: Delta

Course overview

This 4-day, administrator level course covers changes between Service Desk 4.5 and 5.x. Topics covered include the new HP Software Console user interface, architecture, capabilities, terms, scheduler, new objects, installer program, licensing, HP Performance Insight Software reporting, the expanded Service Level Manager module with Hierarchy Filters, Service Definitions and Service Modeling. This course is 50% lecture and 50% hands-on labs.

Prerequisites

• ITIL Foundation for IT Service Management (based on ITIL V2) (H1846S) or equivalent
• HP Service Desk 4.5 Software Administration (H7084S)

Audience

• Customers: Administrators who are migrating from Service Desk 4.5 to 5.x.
• Channel partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help customers with Service Desk 5.x implementations
• HP Engineers: Experienced HP personnel who provide pre-sales and post-sales support for Service Desk 5.x

Ways to save

Course objectives

• Use the HP Software Console and Java Web Start
• Create and use Schedules and Schedule Elements
• Identify new and renamed SD 5.x commands and terms
• Configure Service Desk LDAP and AD integration
• Utilize new Map, Diagram, and Combination Views
• Configure/use XPL logging and Support Tool Install and configure the Service Desk Agent and Objectloader
• Utilize Performance Insight Software reporting solution with Service Desk
• 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

• Configure and use new, changed, and expanded features of Service Desk 5.x
• Integrate Service Desk using the Service Desk Agent and Objectloader
• Understand SD 5.x architecture and integration changes at SD 5.x
• 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
• Install Service Desk 5.x using OpenView Installer

Course outline

• Topics for SD Delta
• SD 4.x-5.x Terms Compared
• SD 4.x-5.x Command Names Compared
• Mailbox, Location, and Party Organization Objects
• Additional new and changed features Introduction to User Interfaces

Introduction to User Interfaces

• HP Software Console - SD Client
• Java Web Start
• Interfaces Comparison

• HP Software Console Layout
• Workspace Navigation Panel
• Lifting-out a View
• Dashboard and Search Panels
• Map, Diagram, and Combination Views

• Command Line - ovconsolecmd
• Object Loader installation and use
• LDAP and AD integration

• Software Configuration workspace
• System Settings / General Settings differences
• Named Filters
• Configuring Workspaces
• Role changes
• Form Designer differences

• Schedule Concepts and Use
• Configuring Schedules and Schedule Elements

• 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

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

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

• 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

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

• 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

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

• 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

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

• XPL logging
• Support Tool

• 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