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DEMO - HP Service Manager - Introduction
DEMO - HP Service Manager - IntroductionIT Management |
| Categories | Most Recent | Top Rated | Popular Courses |
 | Uploader | Date Added | Views | Rating |
| Superadmin | 01.01.70 | 436 | No Rating | |
| Description | ||||
| HP Service Manager Introduction This is a brief introduction discussing login, ESS, the to-do queue, some common kinds of tickets, navigation and the use of the fill button. It is appropriate for users of HP ServiceManager version 9, including customers with modifications from the out-of-the-box system and customers using BP4SM. PowerPoint format MPEG-4 of the presentation + audio track simulation: Autofill Shortcuts Service Manager Searches, Queues and Views This presentation covers how to perform a search, the kind of results that a search can return, how to export the results, how to save the result as a view. It is appropriate for users of HP ServiceManager version 9, including customers with modifications from the out-of-the-box system and customers using BP4SM. simulation: Search, Modify Columns, and Create a Favourite simulation: Search and Export the Results Service Requests BP4SM Service Requests This presentation goes through the creation and subsequent lifecyle of a Service Request ticket. It is appropriate for Service Desk and other level 1 or 2 staff who will be handling Service Requests. The screenshots are from HP ServiceManager version 9 with BP4SM. PowerPoint format simulation: Register a Service Request simulation: Fulfil a Service Request Interactions BP4SM Interactions This presentation walks the life-cycle of an interaction ticket from perspective of someone who works on a Service Desk, going through the phases a ticket can be in, and what to expect when a ticket is escalated. It is appropriate for Service Desk and other level 1 staff who will be using HP ServiceManager version 9 or later with BP4SM. Face-to-face content not on-line simulation: Register a New Interaction and Quick Close simulation: Register a New Interaction and Escalate to an Incident simulation: Associate an Interaction with an Existing Incident Service Manager Interactions This presentation walks the life-cycle of an interaction ticket from perspective of someone who works on a Service Desk, going through the phases a ticket can be in, and what to expect when a ticket is escalated. It is appropriate for Service Desk and other level 1 staff who will be using out-of-the-box HP ServiceManager version 9 or later. Incidents BP4SM Incident Handling This presentation goes through the creation and subsequent phases of an Incident ticket. It covers incidents created from scratch, from alerting systems and also incidents which have been escalated from interactions. Content includes journal updates, assignment and re-assignment, major incident handling, when to use each kind of pending status and ticket closure. It is appropriate for level 2 / 3 technical staff who will be involved in incident handling who will be using BP4SM on Service Manager 9.2 or later. PowerPoint Presentation simulation: View the Group To Do Queue and Assign Incidents simulation: Diagnose an Incident and Set a Reminder simulation: Update an Incident, Mark as Problem Candidate simulation: Review To Do List, Confirm Incident Resolution and Close simulation: Working with Major Incidents Service Manager Incident Handling This presentation goes through the creation and subsequent lifecycle of an Incident ticket. It covers incidents created from scratch, from alerting systems and also incidents which have been escalated from interactions. Content includes journal updates, assignment and re-assignment, pending states and ticket closure. It is appropriate for level 2 / 3 technical staff who will be involved in incident handling who will be using an out-of-the-box Service Manager 9.2 or later. Problem / Known Error BP4SM Problem Management In this we would do root cause analysis, such as 5 Whys or something more formal as it just shows the steps involved in using Service Manager to record the investigation. It is appropriate for level 2 / 3 technical staff who will be involved in problem management who will be using BP4SM 9.2 or later. Power Point Presentation simulation: Create a Problem Ticket from an Incident simulation: Assign and Categorise a Problem simulation: Update a Problem ticket and Assign Problem Tasks simulation: Update a Problem Task simulation: Monitor Problem Tasks simulation: Create a Known Error simulation: Close a Problem Change Normal / Standard / Emergency Change Management This presentation goes through the one of the most common deployment options for change management -- where there are Normal, Standard and Emergency changes. This is found at sites using the Process Designer Content Pack, in particular, but also in many other sites as well. It is appropriate for level 2 / 3 technical staff who will be involved in raising and completing changes, and for change management staff. Staff who are only involved in change approvals often find this informative as well, although it is not targeted at such users. Technical Training Web Services Service Manager Web Services Programming in Perl Other A write-up of how BP4SM auditing works Some technical service manager notes useful for developers, administrators, and so on. What all the checkboxes in the incident management profile screen mean. A list of things to think about and do when bringing a new team into an existing HP Service Manager installation. | ||||
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