VMware Service Manager: Implementing Incident Problem Management

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1 Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk operatives Prerequisites An understanding of service desk responsibilities and basic knowledge of Information Technology Infrastructure Library (ITIL) fundamentals would be beneficial. Pricing Contact your VMware representative or a VMware Authorized Training Center for pricing information. More Information Courses are conveniently scheduled around the world. Go to to find the class that is right for you. Onsite training is also available for customers who prefer to bring a VMware Certified Instructor to their own facilities. For additional information about onsite classes, including facility requirements, go to Course Overview VMware Service Manager (VSM) is a service management tool for managing and controlling customer calls received through a service desk. This three-day course is suitable for customers implementing the service desk module of VSM and covers the operational and administrative functions of the service desk. On completion of this course, students will be able to log, manage, and control calls using VSM Service Desk. Students will receive a full course manual for future reference. Course Objectives At the end of the course, you should gain an understanding of the fundamentals of the VSM tool and be able to do the following: Log and action a call and IPK workflow rules Link and clone calls; find related calls Manage calls and call queues; search for calls Setup and use call delegation Create reports, configure monitors, and setup dashboards Configure global settings for and define key fields within IPK management Set up officer roles and manage officer records Configure IPK workflow rules and forums, customer portal and proactive problem management, and partitioning and time zones Setup messaging and edit templates Administer officer delegation and create call templates and officer scripts Define service commitments, escalation, and breach events Create matrix templates to control escalations Create and administer service level agreements Describe the business rules applied to Service Level Management Education Services Datasheet

2 Course Modules Day 1 1 Introducing VMware Service Manager Log in to VMware Service Manager VSM Interface The Menu Bar / Main Toolbar / Screen Toolbars Managing Multiple Screens 2 Call Logging Logging a Call 3 The Call Window The Call Window Information Pane /The Call Explorer /The Service Window Related Calls Related Knowledge Call Details Screen 4 Action a Call Call Ownership Internal / External: Defer, Save, Close, and Re-open a Call Security Profiles Call Physical Status 5 IPK Workflow Rules Workflow Rule Activities and Alerts 6 Call Linking and Cloning Introduction to ITIL The ITIL Lifecycle Linking Calls and Cloning a Call Closing Linked Calls 7 Explorer Links Details Section Data Section Resolution Section Communications Section Workflow Section Quick Launch Section 8 Managing Calls Calls Outstanding Screen Using the View Filters Personalizing Views Functions in Calls Outstanding Add Note Exporting Results Resetting Suspended Calls Workload Screen 9 Delegating Calls Delegation Overview Permissions (Officer) Setup Own Delegates (Officer) Managing Delegated Items 10 Call Search Screen Searching Calls Functions in Call Search Daily Statistics 11 Internal Communication Bulletin Board Internal Messaging s from VMware Service Manager Mail Message Access (MMA) 12 Monitors and Dashboards The Monitor Wizard Creating Dashboards 13 Forums Configuring Forums Participating in a Forum 14 VMware Service Manager Portal Portal Overview and Login Call Management The Service Catalog Submitting a Service Order 15 Timesheet Recording Time, Action, and Expenses Creating a Timesheet Entry 16 Reporting Standard Reporting Saving Reports Scheduling Reports

3 Course Modules Day 2 1 VSM System Administration Administrator Login Log in to VMware Service Manager VSM Interface System Administration Toolbar Designing Your Implementation 2 Partitioning Partitioning Overview Configure Partitions 3 Time Zones Time Zones Overview Setting Up Time Zones 4 Auditing Audit Trail Overview Access the Administration Audit 5 IPK Management Settings Configuring Global IPK Settings Configuring Global IPK Settings (for partitioned systems) 6 IPK Groups Order of Implementation for Groups, Roles and Officers Defining IPK Groups 7 Officer Security Roles Define Security Roles Link IPK Groups to Officers and Roles Configure Officer Security Roles for Incident Management General Access Role IPK Management Role Bulletin Board Security Role 8 Officer Management Adding and Managing New Officers Officer Details Standard Configurations 9 Defining Key Fields Defining and Configuring Call Type Tiers Defining Priority Types 10 IPK Workflow Rules and Forum Management IPK Workflow Activities Applying IPK Workflow Rules Creating IPK Workflow Rules Configuring Forum Management Creating Forums 11 Developing an ITIL Call Lifecycle ITIL Basics Priority Promotion ITIL Call Logging Workflow Defining IPK Statuses and streams ITIL IPK Lifecycle Setup 12 Quick Launch Quick Launch Overview Enabling Quick Launch Creating Quick Launch Applications 13 Integration Platform Overview of the Integration Explorer Links 14 Configuring IPK Management Defining Field Values within IPK Management Configuring Field Values for IPK Management Options 15 System & Security Settings Configuring System Options Configuring Security Options 16 Configuring Messaging Options Define Messaging Settings Editing Message Templates Defining Message Types Settings

4 Course Modules Day 2 (continued) 17 VMware Service Portal Settings Configure Portal Settings Customer Portal Roles 18 Delegation Setup Delegation Overview and features Setting up Officer Delegation 19 Call Templates Call Template Usage Administering Call Templates Creating Call Templates 21 Bulletin Board Administration Bulletin Board Administration Partitioning the Bulletin Board 22 Scripting Creating Scripts 23 Configuration Portability Configuration Portability Overview Creating New Configuration Settings Exporting Configuration Settings Importing Configuration Settings 20 Proactive Analysis Proactive Problem Management Overview Configuring the Proactive Analysis Tool Search Proactive Calls

5 Course Modules Day 3 1 Service Commitments Service Commitments 2 SLM Events Events Overview Target Events Warning Events 3 Steps to Create Agreements Steps to create SLA Steps to create OLA Steps to create UC 4 System Administration for SLM Partitioning Working Hours Holidays 5 Required SLM Settings Recipients General Settings SLA Selection Agreement Selection Priority CMDB Selection Criteria Matrix Definition Create New Matrix Matrix Dimensions Zero Times 6 Creating Agreements Create New SLA for Calls / Requests Create New OLA (for Calls/Tasks/Approvals) Create New UC Optional Settings for Agreements Create Default Call SLA for each IPK Status Create Default SLA for each Workflow Process Defining SLA Escalation Recipients 7 Testing Agreements Test SLA for Calls / Requests Test OLA for Calls / Tasks Test UC for Calls / Tasks 8 Using On-Screen SLM Options Stop Clock Service Resumed SLM Link 9 Security Roles for SLM Create Service Level Management Security Role Apply Service Level Management Security Role Create General Access Role with SLM Administration Permissions Configuration Management Security Role IPK Management Security Role Workflow Management Security Role 10 Optional SLM Settings Agreement Stakeholder Types Agreement Statuses Exclusion Reasons Agreement Types Event Activity Types Measurement Types Payment Types

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