Service Manger 7.10 Essentials

OVERVIEW

This introductory course provides students with the skills needed to effectively use and manage the HP Service Manager 7.10 software product. This course focuses teaching the processes embedded in Service Manager as well as configuring Service Manager to match the processes, policies, and procedures in the student's environment. This 5-day course is a mixture of lectures and hands-on exercises.

This course is designed for users who are new to HP Service Manager 7.x.

 

DURATION
Five days

INTENDED AUDIENCE

• For Process Owners, Project Managers, and other managers, this is the only class you will need.
• For Channel partners and HP Consultants who are new to HP Service Manager, this course is the beginning course requirement. Follow this class with the HP Service Manager 7.x Advanced course for implementers.
• For HP personnel who provide pre-sales and post-sales support for Service Manager 7.x, this is the beginning course requirement. You may want to complete the HP Service Manager 7.x Advanced course for implementers too.

COURSE OBJECTIVES

At the end of the course, you will be able to: 

• Describe the role and intent for each of the Service Manager components. 
• Use the Service Manager Windows and web client as well as the Employee Self-Service portal. 
• Open a new interaction with Service Manager Service Desk, and then follow that interaction throughout the proper lifecycle in Service Manager. 
• Manage Service Manager operators using administrative tools. 
• Use interaction, incident, configuration item, operator, environment, profile, role, and contact objects. 
• Delegate approval authority to other groups or operators. 
• Configure the Service Manager components. 
• Add new categories and phases. 
• Create new incident management categorizations: areas and subareas. 
• Describe how alerts and alert notifications are created. 
• Schedule outages for devices and services. 
• Install Service Manager. 
• Administer Service Manager.