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HP OpenView: ServiceDesk 5.0 Administration 2

Course Code: UC329S      Days: 4
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Scheduled Dates
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England
Hampshire
Hook (RG27) 12/01/09 £ 1,350
Hook (RG27) 20/04/09 £ 1,350
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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.


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