APM Service Desk - Foundation
| Overview |
This course provides:
|
| • |
An overview of the components and structure
of the Alignability Process Model (APM), how it is published and
benefits of its use within the service management solution.
|
| • |
Hands-on training in the use of HP OpenView Service
Desk to conduct your work as a Specialist, supporting the key APM
processes. |
|
| Duration: |
1 day
|
| Set-up Time: |
1 day (Set-up can be combined with other APM/Service Desk courses if run together)
|
| Max Attendees: |
10
|
| Audience |
Any member of the IT organisation
|
| Candidate Pre-requisites: |
None
|
| Relevant Certifications |
None
|
| Course Content |
| • |
Overview of the APM |
| • |
How the APM is published |
| • |
Process Overview |
|
• |
Overview of Alarm Management |
|
• |
Overview of Availability Management |
|
• |
Overview of Capacity Management |
|
• |
Overview of ChangeManagement |
|
• |
Overview of Configuration Administration |
|
• |
Overview of Incident Management |
|
• |
Overview of IT Service Continuity Management |
|
• |
Overview of Problem Management |
|
• |
Overview of Release Management |
|
• |
Overview of Service Level Management |
| • |
HP OpenView Service Desk Training |
|
• |
Logging on, changing password |
|
• |
Navigating the tool |
|
• |
Field Types |
|
• |
Receiving Notifications |
|
• |
Assigning records |
|
• |
Creating, viewing and modifying records |
|
• |
Creating and customising views |
|
• |
Reporting on and exporting data |
|
Please contact us by telephone on +44 (0) 1344
488123 or email
on info@piit.co.uk for
booking or further information.
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