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HF510S - Service Manager 9.20: Advanced (English)

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Kursus detaljer

kode: titel: pris: varighed:
Service Manager 9.20: Advanced (English) DKK 24000 5 dage
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This class is targeted at system administrators responsible for configuring and tailoring Service Manager for a customer’s environment. The course focuses on the tools and utilities used to tailor a Service Manager 7.11 system. The course is 50 percent lecture and 50 percent hands-on exercises.


 At the end of the course, you will be able to:

 Add, modify, and delete records in Database Manager
 Understand relationship between  forms and tables
Add fields to forms
Add fields to tables
Create tables from forms
 Filter data by modifying data policy records
 Modify wizards
 Define and explain how the document engine works
 Define and explain how the notification engine works
 Define and explain how the alerts engine works
 Modify content to be displayed in queues and views
 Use Load and Unload utilities to move data
 Integrate Service Manager with Universal CMDB
 Use integration utilities, such as HP SCAuto and Connect-It


 HP Service Manager 7.0: Service Catalog web based training

 HP Service Manager 7.0: Change Management instructor led training

 HP Service Manager 7.0: Request Management instructor led Training


Customers: Administrators, developers, web developers, and managers who are responsible for configuring and
Channel Partners: Consultants, system architects, integrators and planners who help customers with Service


HP Service Manager 7.1: Essentials instructor led training (5 days)
HP Service Manager 7.0: Essentials instructor led training (5 days)


Day 1 I. Course Introduction
• Participant introductions
• Administration and Housekeeping
• Facilities
• Participants’ responsibilities
• Course objectives
• Course outline
• Exercises

III. Managing Data
• Describe the function of the Database Manager
• Add, modify, and delete records in Database Manager
• Describe the function of the Database Definition utility
• Add field names to existing tables
• Load and Unload script utility

Day 2 V. Implementation Tools
• About RAD applications
• System Language
• About global and local variables
• Tips and Tricks

VII. Working with Format Control
• Describe the function of the Format Control utility
• Data movement using Format Control
• Global Lists
• Dynamic View Dependencies
• List components (labels, fields, and so on)
• Using the select function
• Performance implications using DVD

Day 3 IX. Modifying To Do Queues and Views
• Define components of queues and views
• Describe how interactions are placed in To Do views
• Define how associated wizards work with To Do Views
• Modify the content to be displayed in To Do queues and views
• Configure who gets interactions to display in their To Do views
• Understand how the Query Groups in the operator record affect the Queue drop-down list via Audience of Selected Groups

XI. Document Engine
• Define and explain how the document engine works
• Show relationships among wizards, To Do views, and document engine
• Navigating objects, states, and processes
• Understand how to modify Search Configuration tab

XIII. Introducing Wizards
• Features and functions of wizards
• Modify an existing wizard
• Describe how wizards interact with format control

Day 5 XV. Service Manager Integration Utilities
• Integrating with Web Services
• Integrating with HP Service Manager Automation (SCAuto)
• Integrating with HP Connect-It

II. Introducing Service Manager Utilities
• Introducing base Service Manager Utilities
• Introducing advanced Service Manager utilities
• Introducing other utilities used by Service Manager
• Introducing implementation utilities

IV. Introducing Data Policy
• Access Data Policy
• Identify the different rules in data policy
• Modify the data policy record to filter data
• Verify data policy records

VI. Using Forms Designer
• Describe the function of Forms Designer
• Adding fields to existing forms
• Creating a new form using the Form Wizard

VIII. Using Links
• The link process
• Simple versus complex links
• Restricting access to fill and find functions
• Virtual Joins

X. Modifying System Navigator
• Describe the function of the Menu Manager utility
• Modify the System Navigator menu
• Stored queries
Day 4 XII. Display Applications
• Display Options
• Define how screen, options, and events work
• Describe the relationship with the document engine
• Learn how to add and modify Display Options
• Add a new display option to launch a Stored Query

XIV. Alerts and Notifications
• List the components of the notification engine
• List the components of the alert engine
• Describe how the notification and alert engines get invoked
• Describe how to setup and modify notifications
• List what variables are used and where they get defined

Kursus datoer:

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