ÍNDICE DOCUMENTO (anexo impresso ou sítio da internet) A HPSM_SolutionBrief.pdf B C Service

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1 ÍNDICE DOCUMENTO (anexo impresso ou sítio da internet) A HPSM_SolutionBrief.pdf B C Service Catalogs.pdf D Request Management overview.pdf E Incident Management overview.pdf F Change Management overview.pdf G Knowledge Management overview.pdf H Problem Management overview.pdf I hp_man_sm9.34_best_practices_pdf.pdf J Configuration Management overview.pdf K Service Level Management.pdf L Financial Management.pdf M hp_man_sm9.34_report_writer_pdf.pdf N Crystal_Reports_2013_SP3_for_Service_Manager_ReleaseNotes.pdf O hp_man_sm9.34_support_matrix.pdf P Purging and archiving records.pdf Q Command line calls.pdf R Scripting.pdf S System bulletins.pdf T Publish and subscribe.pdf U MySM.pdf V Help systems.pdf W Clients.pdf X Upgrade_Assessment_Toolkit_User_Guide.pdf Y Attachments.pdf Z Audit log file.pdf AA Importing records.pdf AB Time zones.pdf AC Hardware load balancers.pdf AD Horizontal_scaling_implementation.pdf AE Vertical_scaling_implementation.pdf AF Create a survey.pdf

2 AG AH AI AJ AK AL AM AN. AO AP AQ AR AS AT AU AV AW AX AY AZ BA BB BC BD BE BF BG BH BI BJ BK BL BM User satisfaction.pdf Closure phase.pdf Scenario 3.pdf Auto complete.pdf Who uses self-service_.pdf Self-service licenses.pdf Windows client features.pdf Web client views.pdf Create a new configuration item (CI).pdf Adding users.pdf User roles.pdf Controlling user access and security.pdf Forms Designer.pdf Access Forms Designer.pdf Add a notification definition record.pdf Create a custom notification.pdf hp_man_sm9.34_mobile_applications_guide_pdf.pdf Tailoring.pdf hp_man_sm9.34_webservices_pdf.pdf Service Manager solutions.pdf Notifications.pdf Sample notifications.pdf HTML .pdf Integration Manager.pdf Lightweight Directory Access Protocol (LDAP).pdf Process Designer.pdf Using the Condition Editor.pdf Add a phase.pdf Workflow transitions.pdf Delta migration tool.pdf Status and Notifications.pdf Assignment groups.pdf

3 BN BO BP BQ BR BS BT BU BV BW BX BY BZ CA CB CC CD CE CF CG CH CI CJ CK CL CM CN CO CP CQ CR CS CT Customizing HTML Notifications.pdf Create a New Incident from a User Interaction.pdf Create a new problem from an incident.pdf Create change request from user interaction.pdf Open an incident.pdf Change records and CIs.pdf Prioritization.pdf Status progression.pdf Viewing a workflow in Workflow Viewer.pdf Search for a record by using the Search line.pdf Advanced search.pdf Search engine relevance ranks.pdf Print options.pdf Export a record list to an Excel file.pdf The MySM component gallery.pdf Drilling down in MySM components.pdf Queries.pdf Service Level Management data.pdf License tracking.pdf Management reports generation.pdf hp_man_am9.40_portfolio_pdf.pdf hp_man_am9.40_softwareassets_pdf.pdf Introduction to the Operational Reports guide.pdf Report Examples.pdf Reopen an incident.pdf Relate a record to an incident record.pdf Incident data model_ Contact details.pdf Categories.pdf Resolve an incident.pdf Use a solution from a knowledgebase search.pdf Close multiple incident records.pdf Example_ Creating an notification for change updates.pdf RecordList improvements (web client).pdf

4 CU CV CW CX CY CZ DA DB DC DD DE DF DG DH DI DJ DK DL DM DN DO DP DQ DR DS DT DU DV DW DX DY DZ EA Alerts and escalation.pdf Export an individual record using an export descriptor record.pdf Exporting records.pdf Reassign an Incident.pdf Clocks.pdf Calendar Administration.pdf Service Level Agreement administration.pdf Working with Service Level Agreements.pdf Knowledge Management integration with Incident Management.pdf Create a knowledge document.pdf Fields.pdf Associate a request with a related record.pdf Related Records in Incident Management.pdf Mass Update.pdf Incident Details section.pdf Incident audit trail.pdf Start or stop a clock from format control.pdf The default Problem Management category.pdf View a change category record.pdf Request Charges.pdf Incident Closure (SO2.pdf Reopen a problem.pdf Reopen a change request or task.pdf Incident Management and service level agreements.pdf Example_ Enabling Service Level Agreement alerts.pdf Service Level Agreement performance and reporting.pdf Assign an Incident.pdf Access Incident Management views.pdf Request Management workflows and user tasks.pdf Service Catalog management.pdf Service Catalog hierarchies.pdf Working with self-service requests.pdf Approvals in Request Management.pdf

5 EB EC ED EE EF EG EH EI EJ EK EL EM EN EO EP EQ ER ES ET EU EV EW EX EY EZ FA FB FC FD FE FF FG FH Business Rules and Workflows.pdf Add Service Level Objectives.pdf hp_man_am9.40_financials_pdf.pdf Incident Management relationship.pdf Interoperability.pdf Problem records creation.pdf Incident trending for problem identification.pdf Categorization.pdf Problem resolution.pdf Associate a problem with an existing incident.pdf Problem prioritization and planning (SO4.pdf Evaluate a problem.pdf Associate a problem with an existing problem.pdf Associating incidents and changes with problems.pdf Integration_ Knowledge Management.pdf Known error solution acceptance (SO4.pdf Adding a rule.pdf Searching records.pdf Knowledge Management integration with Problem Management.pdf Escalation and notification.pdf Assign a Problem Management task.pdf Define Problem Management assignment groups.pdf Problem Management and Service Level Agreements.pdf Historical problem records.pdf Known Error.pdf Associating a change with another record.pdf Search, view and utilize knowledge document (ST 7.pdf Create a new change request.pdf Release Management.pdf Change notification and escalation.pdf Service Level Agreement information in other applications.pdf Change workflows.pdf Change scheduling.pdf

6 FI FJ FK FL FM FN FO FP FQ FR FS FT FU FV FW FX FY FZ GA GB GC GD GE GF GG GH GI GJ GK GL GM GN GO Reject a change request.pdf Return change request to requester.pdf Assess change impact and risk.pdf View the Calendar for new or existing changes.pdf Execute a fall-back scenario.pdf Post implementation review.pdf HP universal CMDB (UCMDB) integration.pdf Full calendar and embedded calendar.pdf Associate a change with another change.pdf HP Release Control (RC).pdf Open a change request from a known error record.pdf Change evaluation and closure (ST 2.pdf Change logging (ST 2.pdf Reconciling configuration items between HP Service Manager and HP Universal CMDB.pdf Change approval (ST 2.pdf Generate a list of closed changes for review.pdf Coordinate change implementation (ST 2.pdf Administering approval delegation.pdf Temporary rights of an approval delegate.pdf Change sponsor.pdf BOMGAR_HP_ServiceManager_Integration.pdf pt-br-bomgar-14-2-rep.pdf pt-br-bomgar-14-2-admin.pdf bomgarapplianceinnetwork.pdf bomgar-14-2-availablefeatures.pdf HPCMS_SolutionBrief.pdf hp_man_ucmdb_10.01_dataflow_mgmt_pdf.pdf UCMDB_Browser_UG.pdf hp_man_ucmdb_10.01_modelingguide_pdf.pdf hp_man_am9.40_conceptsandimplementation_pdf.pdf Conduct a configuration audit.pdf Configuration Management security options.pdf Enable Configuration Management access.pdf

7 GP GQ GR GS GT GU GV GW GX GY GZ HA HB HC HD HE HF HG HH HI HJ HK HL HM HN HO HP HQ HR HS HT HU HV Searching Configuration Management.pdf Contract Management overview.pdf Multi-tenant (multi-company) support.pdf Processes.pdf hp_man_ucmdb_10.01_administration_pdf.pdf Priority, impact, and urgency.pdf HPCA_Data_Sheet.pdf Service Contracts overview.pdf Working with service contracts.pdf Underpinning Contract (UC).pdf Service contracts.pdf The contract life cycle.pdf hp_man_cae9.00_policymgt_rg_pdf.pdf hp_man_cae9.00_cfgsvr_rg_pdf.pdf HPUD_DataSheet.pdf hp_man_ucmdb10.10_discintegcontent_supported_content_pdf.pdf hp_man_ucmdb10.10_discintegcontent_discovery_modules_pdf.pdf hp_man_rca9.00_appusagemgr_rg_pdf.pdf hp_man_ucmdb10.10_configurationmgr_user_guide_pdf.pdf hp_man_cae9.00_appselfsrvmgr_reference_pdf.pdf hp_man_cae9.00_appmgr_profiles_user_pdf.pdf SA_10.1_UG_SoftwareManagement.pdf hp_man_cae9.00_oobm_ug_pdf.pdf hp_man_cae9.00_patchmgt_rg_pdf.pdf SA_10.1x_SupportCompMatrix.pdf hp_man_cae9.00_reportingserver_rg_pdf.pdf SA_10.1_UG_ApplicationDeployment.pdf hp_man_cae9.00_admin_ug_pdf.pdf hp_man_am9.40_contracts_pdf.pdf hp_man_am9.40_userinterface_pdf.pdf ServiceManagerIntegrations.pdf Cost assessment.pdf Monitor OLA and UC Performance.pdf

8 HW HX HY HZ IA IB IC ID IE IF IG IH II IJ IK IL IM IN IO IP IQ IR IS IT IU IV IW IX IY IZ JA JB JC Service Manager macros.pdf Configure search filters for the full calendar.pdf Web Services and Service Manager.pdf Contract Management environment record.pdf Changes Scheduled for This Week.pdf Plan CI relationship changes from a change record.pdf Plan and schedule a change.pdf Service Catalog capability words.pdf Bundle Design.pdf Service Level.pdf Catalog Templates.pdf hp_man_src9.34_customization_guide.pdf Add a contract.pdf Creating a contract.pdf Update the terms and conditions of a contract.pdf Create a contract template.pdf Contract Management profile records.pdf Renew a contract.pdf Service Desk User.pdf Windows client.pdf Service Desk workflows and user tasks.pdf Create a self-service request.pdf View a self-service request.pdf Service life cycle status.pdf Service life cycle management.pdf Service Desk help hub.pdf Working with record lists.pdf View the audit history.pdf Knowledege Management Process.pdf Create a knowledge document.pdf HP Universal CMDB.pdf Add an attachment to a knowledge record.pdf Edit a document in place.pdf

9 JD JE JF JG JH JI JJ JK JL JM JN JO JP JQ JR JS JT JU JV JW JX JY JZ KA KB KC KD KE KF KG KH KI KJ KK Create a validity lookup option in Format Control.pdf Overview of the Knowledge Management Search Engine.pdf Knowledge Management administration.pdf Knowledge Management workflow.pdf Contribute and approve knowledge document.pdf Knowledge documents.pdf Search within the search results.pdf Published knowledge documents.pdf Search for hot news.pdf Security profiles and Knowledge Management document display lists.pdf Knowledge Management profiles.pdf Searching the knowledgebases.pdf Data validation.pdf Definite Media Library (DML).pdf Unload files.pdf Time period workflow.pdf Release Management.pdf Trigger an approval for time period conflicts.pdf Change assessment and planning.pdf Change approval.pdf Approve multiple change requests.pdf Change Approver.pdf Application profiles_ Change Management.pdf Change Management workflows and user tasks.pdf Add a field to a table.pdf IT Financial Management.pdf Financial Planning And Analysis Data.pdf Add an attachment to a change record.pdf Define an audit specifications entry.pdf Incident escalation_ Functional escalation.pdf Response metrics.pdf Calendars.pdf Service Level Agreements overview.pdf Service Level Objectives.pdf

10 KL KM KN KO KP KQ KR KS KT KU KV KW KX KY KZ LA LB LC LD LE LF LG LH LI LJ LK LL LM LN LO LP LQ LR LS LT Service Level Objective catalog.pdf Operational Level Agreements.pdf Service Catalog items and bundles.pdf Knowledge Management statistics tracked in the kmusagehistory table.pdf Knowledge Management integration with Service Desk Interaction.pdf Release Management_ Build and test phase.pdf Back out plans.pdf https://www.youtube.com/watch?v=mhiuk9lhd1g hp_man_am9.41_commontables_pdf.pdf Enablement.pdf Perform a One Time Hardware Maintenance Operation.pdf hp_man_cae9.00_installation_upgrade_pdf.pdf hp_man_am9.40_advanceduse_pdf.pdf Incident integration_ Problem Management.pdf Out of box Service Catalog.pdf Service Level Agreement response data.pdf Service Level Agreement tables and applications.pdf Standard alerts and Service Level Agreements.pdf Service Level Agreement alerts.pdf Outages.pdf Access Service Level Agreements from other applications.pdf Zabbix send message.pdf 3 settings [Zabbix Documentation 1.pdf hp_man_cit9.40_connectorguide_en.pdf Compatibility Matrix for Connect-It 9.40.pdf Service Level Overview.pdf SLA Generico.pdf SLA para prioridade1.pdf SM9.32_WebServices.pdf Abertura de incidente pela WEB.pdf REABERTURA de INCIDENTE.pdf Relacionamento de um incidente a outro registro.pdf Deteccao automatica de provavel incidente duplicado.pdf Fechamento de incidente com interação associada.pdf Notificacoes apos atualizacao na fase de categorizacao.pdf

11 LU LV LW LX LY LZ MA MB MC MD ME MF MG MH MI MJ MK ML MM MN MO MP MQ MR MS MT MU_ MV MX Notificacoes via alerta na fase de investigacao.pdf Notificacoes na transicao entre fases.pdf Parada de SLO conforme status do incidente.pdf Exemplo de arvore do catalogo com tres niveis.pdf Configuracao da categoria pai de uma categoria no catalogo Servicos da categoria Collaboration.pdf Restricao de acesso ao item do catalogo.pdf Definidos 7 niveis no catalogo como exemplo.pdf Documento com sete niveis do catalogo selecionados.pdf Pesquisa por frase trazendo itens do catalog e base de conhecimento.pdf Categoria do Incidente antes da abertura de um problema relacionado.pdf Selecao do tipo de registro a ser aberto e relacionado ao incidente.pdf Abertura de um problema relacionado ao incidente.pdf Registro de Problemas relacionado ao incidente que o originou.pdf Pesquisa na base de conhecimento a partir de um problema.pdf Acionamento da pesquisa na base de conhecimento utilizando a descricao do problema.pdf Documento com as bases pesquisadas de forma unificada.pdf Tela de pesquisa de mudancas usando campos padrao.pdf Complemento da pesquisa de mudança utilizando campo tempo.pdf Pesquisa avançada utilizando campos que estao ou nao no formulario padrao.pdf Pesquisa na base de conhecimento a partir de uma mudanca.pdf Selecao da categoria de mudancas.pdf Selecao do modelo aplicado categoria de mudanca selecionada.pdf Relacao de modelos de mudanca.pdf Pesquisar mudanca duplicada ou criar novo modelo.pdf Mudanca de fase com tarefa ainda aberta.pdf Service Level Agreements.pdf Gráfico SLA atendimento.pdf Definição de um IC em outage durante mudança.pdf

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