MicroFocus Service Manager

Introduction to MicroFocus Service Manager - Service Manager Application Modules - Service Manager Workflow - Service Manager Components - Service Manager Windows Client - Service Manager Web Client - Task List - Web Client Settings - Specifying Client Settings - Toolbar Buttons - Navigating the Windows User Interface - Web Client Interface - Common Record Fields - Navigating the Web User Interface - Search Forms - Finding Records - Editing Records - Modifying Columns - Exporting Records - Creating a Favorite - Online Help

MicroFocus Service Manager Service Desk - Service Desk Process - Service Desk Workflow (Service or Support Request) - Service Desk Workflow (Service Catalog Request) - Service Desk User Interaction - Registering an Interaction - Applying Interaction Templates - Smart Analytics and Smart Tickets - Creating Smart Tickets - Searching Interaction Records - Duplicating Interaction Records - Escalating an Interaction - Withdrawing an Interaction - Closing an Interaction - Closing an Escalated Interaction - Employee Self Service Portal - Logging an Interaction with the Employee Self Service Client

MicroFocus Service Manager Employee SelfService - Employee Self-Service Process - Logging In and Navigating to the Employee Self-Service Portal - Searching the Knowledge Base - Submitting a Request - Smart Request - Sending a Smart Request - Search Queries - Updating a Request - Closing a Request - Resubmitting a Request

MicroFocus Service Manager Incident Management - Incident Management Process - Incident Record - Header - Incident Record - Detail - Incident Queue - Incident Management Workflow - Incident Management Task Workflow - Incident Interaction - Opening an Incident (from Incident Management) - Applying a Template to an Incident - Complaint Handling - Incident Assignment - Incident Search and Assignment - Incident Investigation and Diagnosis - Associating an Incident with Another Record - Incident Resolution and Recovery - Completing an Incident Task - Resolving an Incident - Reviewing and Closing an Incident - Rejecting a Resolution - Incident Service Level Agreements - Incident Escalation - Incident Escalation Process - Hot Topic Analytics

MicroFocus Service Manager Problem Management - Problem Management Objectives - Problem Management Process - Problem Management Workflow - Task Management - Problem Log - New Problem Image - Error Queue - Error Detection, Logging and Categorization Process - Creating a Problem from a Problem Candidate - Creating a Problem from an Interaction - Creating a Problem Using Hot Topic Analytics - Problem Investigation and Diagnostics Process - Problem Investigation and Diagnostics Screen - Plan and Schedule Problem Resolution - Open and Assign a Task - Execute a Problem Task - Workaround vs Root Cause - Document the Root Cause - Known Error - Problem Resolution - Create a New Known Error - Document theClosing a known bug - Problem Review and Closure Wizard

MicroFocus Service Manager Change Management - Change Management Objectives - Change Management Process - Standard Change Workflow - Normal Workflow - Emergency Change Workflow - Change Task Workflow - Change Model - Change Queue - Change Calendar - Validation and Risk Assessment - Schedule a Change - Abandon a Change - Change Approval - Release a Change - Create, Test and Implement / Deploy Changes - Open and Assign Change Tasks - Change Task Queue - Complete Change Task

MicroFocus Service Manager Knowledge Management - KCS Procedures - KCS Roles - Knowledge Management Process - Knowledge Management Workflow - Document Types - Document Status - Search Window and Search Results - Advanced Search Window - Provide Feedback - Knowledge Search Through - Create Knowledge from an Incident - Publish Knowledge Documents - Submit Knowledge Document for Review - Submit Knowledge Document for Review - Knowledge Management - Create Hot News - Reset a Knowledge Document

MicroFocus Service Manager ConfigurationManagement - Configuration Management - CI Classification - CI Groups - Baselines - Product Catalog Items - CI Record - Header - Search CI Records - Create a Product Catalog Item - Create a New CI - View CI Records - View CI Link Graph - Actual and Expected State - View the Managed and Actual State of a CI - Create a CI Group - Update a CI Group - Lifecycle Manager

Basic knowledge of ITIL

We conduct this seminar online for you. You can book the training as a public seminar or as a company seminar. The practical exercises are carried out in our Remotelab and make up 40-50 percent of the seminar.

We offer seminars with a high practical relevance. The contents and exercises are geared to your daily tasks in the company and completely dispense with advertising references to other products of the software manufacturer.

All our training courses are manufacturer-independent. This enables us to offer critical considerations of the products themselves and comparisons with competitors of the manufacturer in the seminar. The course contents are our own and derived from the practical experience of our trainers in projects.

Of course, the contents of company seminars can be individually adapted to your needs. Please do not hesitate to contact us.

• Implementation guarantee - Implementation guarantee for two or more participants
• Mobile classrooms - the ideal complement for company seminars
• Free support - for questions after the seminar
• Delivery on account - no prepayment required
• Interview with the trainer / quality assurance - get to know and assess the trainer in advance
• Clarify seminar requirements - review your knowledge with the trainer
• Assistance with travel costs - we cover part of the costs of hotel accommodation
• Meals - all day cold / hot drinks and a full lunch in the restaurant
• Location of training centres - always centrally located and easily accessible
• Discount - we have attractive prices, take advantage of our additional discounts
• Remotelabs - rent our Remotelabs for your own seminars or as a complement to your company seminars