HP OpenView: ServiceDesk 5.0 Administration 1

Course Overview

This 5-day course provides students with the skills needed to effectively use and manage the HP OpenView Service Desk 5.x product. This adminstrator level course focuses on implementing, configuring, and tailoring Service Desk to match the processes, policies, and procedures of the student's environment. This course is the first of two Service Desk Administration course. The course is 50 percent lecture and 50 percent hands-on.

Audience

• Channel partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help Customers with ServiceDesk 5.x implementations.
• HP Engineers: HP personnel who provide pre-sales and post-sales support for Service Desk 5.x.

Course Outline

• Manage Service Desk using the OV configuration administrator workspace.
• Use Service Call, Incident, Problem, Change, Configuration Item, Organization, Person, Project and Work Order objects.
• Use and administer Schedules, Code tables, and Fields.
• Use and administer the interfaces of Service Desk.
• Configure the Service Desk technical environment.
• Create customized Actions, Forms, Rules, Views, and Templates.
• Build and maintain Service Desk Accounts, Roles, and Folders.

HP OpenView: ServiceDesk 5.0 Administration 1 / UC328S