HP Service Manager Workshop

HP Service Manager Workshop

I. Introduction to Service Manager

  • Describe the intent of Service Manager.
  • Define how Service Manager fits in ITSM portfolio and ITIL®
  • Describe Service Manager processes and best practices.
  • Describe ITSM features within Service Manager.
  • List HP products that integrate with Service Manager.

II. Navigating Service Manager

  • Log into and compare the Service Manager Web and Windows Client interfaces. 
  • Use queues and views.
  • Save a view to Favorites.
  • Use the options menu and toolbar functions.
  • Change the Service Manager Interface settings.
  • Search records, and use advanced capabilities.
  • Navigate to online help.

III. Understanding the Service Manager Processes

  • Describe the goals, features, and benefits for each of the Service Manager components.
  • Understand the Service Manager processes and workflows.
  • Describe the embedded Best Practices.
  • Understand the workflows.
  • Describe the interoperability among the Service Manager modules.

IV. User Security Administration

  • Identify the relationship among environment, operator, profile, capability, words, and user roles.
  • Understand environment records.
  • Connect to Service Manager as different users
  • Add permissions to applications for users.
  • Understand how menus are mapped to user roles.
  • Create and edit profiles.
  • Create roles.
  • Define security folders.

V. Approvals and Approval Delegations

  • Define approvals and approval groups.
  • Approve changes and requests.
  • Add approvers.
  • Delegate approval authority to another group or operator.

VI. Reporting

  • Describe the reporting options available with Service Manager
  • Integrate Service Manager with Crystal Reports.

VII. Configuring the Configuration Management Module

  • Understand how to switch a CI to a different type.
  • Understand CI Groups and CI Relationships.
  • Understand baselines.
  • Understand authorized and actual CI states.
  • Configure the environment record settings.
  • Add a new CI type.

VIII. Configuring the Service Desk Module

  • Understand how to switch a CI to a different type.
  • Understand CI Groups and CI Relationships.
  • Understand baselines.
  • Understand authorized and actual CI states.
  • Configure the environment record settings.
  • Add a new CI type.

IX. Configuring the Incident Management Module

  • Configure operator and profile settings.
  • Create a new assignment group.
  • Understand multi-level categorization.
  • Create new area and sub-area records.
  • Describe the alert and escalation process.
  • Describe interoperability with other SM applications.
  • Configure environment record settings.
  • Define the Incident Management tables and forms.

X. Configuring the Problem Management Module

  • Configure the environment records settings.
  • Configure the operator and profile settings.
  • Describe interoperability with other SM applications.
  • Day 4 XI. Configuring the Change Management Module
  • Configure the operator and profile settings.
  •  Configure the environment record settings.
  • Describe interoperability with other SM applications.
  • Create a change category.
  • Create a phase definition record.

XII. Configuring the Request Management Module

  •  Identify the Request Management catalog.
  • Create and configure model/catalog record.

XIII. Configuring the Service Catalog Module

  • Add catalog items to the Service Catalog.
  •  Add bundles of items to the Service Catalog.
  •  Modify the Service Request Catalog (SRC) Web Client ordering wizard.

XIV. Configuring Knowledge Management

  •  Identify knowledge management tasks.
  •  Contribute a knowledge document.
  •  Manage document views.

XV. Configuring Service Level Agreements

  •  Configure the Service Level Agreement catalog.
  •  Describe the tasks needed to configure SLAs.
  •  Understand how SLAs are linked to other applications.

XVI. Configuring Integrations

  •  Describe the various methods to integrate with Service Manager.
  •  Understand the Integration Manager utility.
  • Describe the steps required to integrate Release Control and Operations
  • Orchestration with Service Manager.

More Information


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