The Institute for Open Systems Technologies Pty Ltd

IFOST: HP Service Manager Training

Do you want any of these courses delivered face-to-face, or via the web? Contact Greg Baker (+61 408 245 856) or send him an email ([email protected]). You can mouse over any of the following course titles for more course information.

Many of these courses are released under a Creative Commons license. You can customise these courses to suit your environment for free, and even deliver commercial training based around them, but you must share-alike -- you must give these same rights to your customers and to anyone you distribute these to.

The e-learning content (the interactive simulations) can be re-packaged in SCORM format (if you want to use a learning management system such as Moodle) or re-branded with your own company logos. Contact Greg if you are interested.

Introduction

Service Manager 9 Introduction and Orientation

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.

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.

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.

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.

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.

  • Content not on-line

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.

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.

  • Content not on-line

Problem / Known Error

BP4SM Problem Management

This course is best combined with training in 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.

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.

Web Services

Service Manager Web Services Programming in Perl

The one-day course starts with the basics of SOAP web services and works through steadily more complex examples of calling Service Manager SOAP calls such as looking up contacts, creating incident tickets and creating a mailer interface.

It is appropriate for programmers with a knowledge of Perl who have a basic understanding of ITSM concepts.

While it is was originally written for HP Service Manager it is reasonably appropriate for HP Service Anywhere customers as well.

Other

Miscellaneous Notes


IFOST is very experienced at delivering training for HP ServiceManager users and administrators. We can deliver (and have done so for other customers) using any of the following:

Other courses are available that we have not published here.