HP OpenView: ServiceDesk 5.0 Administration 2

Course Overview

This course expands Service Desk administrator skills attained in the prerequisite course, Service Desk 5.x Administration I (UC328S). It focuses on installing implementing, configuring, and integrating Service Desk. Extensive Service Level Management features comprise a major portion of this 4-day course. Other topics include email integration, the Service DeskAgent, the Object Loader, Data Exchange, Archiving data, and SD/SLM reporting with OVPI. This courses is 50% lecture and 50% hands-on.

Audience

• Customers: Adminstrators who are managing the Service Desk 5.x product.
• 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.
• ITIL Foundations or equivalent
• HP OpenView Service Desk 5.x Administration II

Course Outline

• Configure and maintain teh Service Desk enviroment.
• Configure Service Desk email, LDAP and Ad integration.
• Install and configure the Service Desk Agent and Objectloader.
• Create reusable Configuration Item and Metric Definitions.
• Install the SD Management Server, Client, Service Pages and database.
• Archive Service Desk data.
• Configure and use XPL logging with Service Desk.
• Configure and execute Data Exchange tasks.
• Install and configure Metric Adapters and discover metrics.

HP OpenView: ServiceDesk 5.0 Administration 2 / UC329S