Introduction
Service Manager 9 Introduction and Orientation
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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.
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Service Manager Searches, Queues and Views
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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