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Table Of Contents

1HP Service Manager Processes and Best Practices
Service Manager Run-time Environment (RTE)
Service Manager clients
Service Manager applications
Overview of Service Manager best practices
ITSM Industry Standards
Service Manager best practice processes
Relationships between Service Manager applications
Configuration Management
2User Interaction Management Overview
The service desk within the ITIL framework
The Service Desk application
User Interaction Management process overview
User Interaction Management user roles
Input and output for User Interaction Management
Table 2-1User Interaction Management user roles
Table 2-2Input and output for User Interaction Management
Key performance indicators for User Interaction Management
Table 2-3Key Performance Indicators for User Interaction Management
RACI matrix for User Interaction Management
Table 2-4RACI matrix for User Interaction Management
3User Interaction Management Workflows
Self-Service by User (process SO 0.1)
Interaction Handling (process SO 0.2)
Interaction Closure (process SO 0.3)
4User Interaction Management Details
Interaction form after escalation
User Interaction Management form details
Table 4-1User Interaction Management form details
Escalate Interaction wizard
5Incident Management Overview
Incident Management within the ITIL framework
Incident Management application
Notes for Incident Management implementation
Incident Closure process
Incident ticket information
Incident Management process overview
Incident Management user roles
Input and output for Incident Management
Table 5-2Input and output for Incident Management
Key performance indicators for Incident Management
Table 5-3Key Performance Indicators for Incident Management
RACI matrix for Incident Management
Table 5-4RACI Matrix for Incident Management
6Incident Management Workflows
Incident Logging (process SO 2.1)
Incident Assignment (process SO 2.2)
Incident Investigation and Diagnosis (process SO 2.3)
Incident Resolution and Recovery (process SO 2.4)
Incident Escalation (process SO 2.6)
SLA Monitoring (process SO 2.7)
OLA and UC Monitoring (process SO 2.8)
Complaint Handling (process SO 2.9)
7Incident Management Details
Incident form after escalation from Service Desk
Update incident form
Incident Management form details
Table 7-1Incident Management form details
8Problem Management Overview
Problem Management within the ITIL framework
Differences between Problem Management and Incident Management
Problem Management application
Problem Management categories
Problem and known error tasks
Problem Management alerts
Problem Management process overview
Problem Management phases
Problem Management user roles
Table 8-1Problem Management user roles
Input and output for Problem Management
Table 8-2Input and output for Problem Management
Key performance indicators for Problem Management
ITIL V3 Key Performance Indicators
COBIT 4.1 Key Performance Indicators
Table 8-3Key Performance Indicators for Problem Management
RACI matrix for Problem Management
Table 8-4RACI matrix for Problem Management
9Problem Management Workflows
Problem Detection, Logging, and Categorization (process SO 4.1)
Problem Prioritization and Planning (process SO 4.2)
Problem Investigation and Diagnosis (process SO 4.3)
Problem Resolution (known error processes)
Known Error Logging and Categorization (process SO 4.4)
Known Error Investigation (process SO 4.5)
Known Error Solution Acceptance (process SO 4.6)
Known Error Resolution (process SO 4.7)
Problem Closure and Review (process SO 4.8)
Problem and Known Error Monitoring (process SO 4.9)
10Problem Management Details
Problem form after escalation from incident
Problem Control form details
Problem Management form after escalation to known error
Error Control form details
11Change Management Overview
Change Management within the ITIL framework
Change Management application
Differences between Change Management and Request Management
Change Management process overview
Change categories and phases
Change Management categories
Working with the default change category
Working with the unplanned change category
Change Management phases
Phases used in the out-of-box categories
Phases for changes flagged as Emergency Changes
Change Approvals
Approval definitions
Approval options
Approval delegation
Change Management tasks
Change Management user roles
Input and output for Change Management
Key performance indicators for Change Management
Table 11-8Input and output for Change Management
Table 11-9Key Performance Indicators for Change Management
RACI matrix for Change Management
12Change Management Workflows
Change Logging (process ST 2.1)
Change Review (process ST 2.2)
Change Assessment and Planning (process ST 2.3)
Change Approval (process ST 2.4)
Coordinate Change Implementation (process ST 2.5)
Emergency Change Handling (process ST 2.7)
13Change Management Details
Change Management form after escalation from a known error
Figure 13-1 Change Management form after escalation from a known error
Change Management form details
14Configuration Management Overview
Configuration Management within the ITIL framework
Configuration Management application
HP Universal Configuration Management Database
Configuration Management process overview
Configuration Management user roles
Input and output for Configuration Management
Table 14-1Configuration Management user roles
Table 14-2Input and output for Configuration Management
Input to Configuration Management Output from Configuration Management
Key performance indicators for Configuration Management
ITIL V3 key performance indicators
Table 14-3Key Performance Indicators for Configuration Management
COBIT 4.1 key performance indicators
RACI matrix for Configuration Management
Table 14-4RACI matrix for Configuration Management
15Configuration Management Workflows
Configuration Management Planning (process ST 3.1)
Configuration Identification (process ST 3.2)
Configuration Control (process ST 3.3)
Configuration Status Accounting and Reporting (process ST 3.4)
Configuration Verification and Audit (process ST 3.5)
Master data management (process ST 3.6)
16Configuration Management Details
MyDevices configuration item form
Figure 16-1 MyDevices configuration item form
Configuration Management form details
Configuration Item types and subtypes
Managed State Subtabs
ACompliance with Industry Standards
Service Manager’s compliance with ISO 20000
Service Manager’s compliance with COBIT 4.1
BService Manager tables
Service Desk application tables and fields
Incident Management application tables and fields
Problem Management application tables and fields
Problem Control
Error Control
Change Management application tables and fields
Configuration Management application tables and fields
Index
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Hp Service Manager7 Best Practices

Hp Service Manager7 Best Practices

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Published by Ichraf Adnane

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Published by: Ichraf Adnane on May 12, 2011
Copyright:Attribution Non-commercial

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11/28/2012

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