VMware Service Manager: Implementing Change Management

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1 Delivery Methods Onsite training Instructor-led training Live-online Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System Administrators Service Desk Managers Change Managers Change Operatives Prerequisites An understanding of change management responsibilities and basic knowledge of 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 organizations processes through workflow (change) templates. This three-day course is suitable for customers implementing the workflow module of VSM and covers the operational and administrative functions of the workflow tool, including building workflow to manage your organization s key processes. On completion of this course, students will be able to raise requests, action tasks, and approvals, and manage their responsibilities within the change management process. Students will be able to create their own workflows to support their organizations processes and administer the workflow management module in VSM. Students will receive a full course manual for future reference. Course Objectives At the end of the course, you should understand the fundamentals of VMware Service Manager and workflow management, and you should be able to do the following: Day 1 Use the functions accessed through the request and task explorer Manage requests and tasks, and setup and use task delegation Use of the request and task search windows Configure personal monitors and setup dashboards for the VMware Service Manager Portal Use the time sheeting and reporting functions Education Services Datasheet

2 Day 2 Change managers and templates Create, modify, clone, and delete a template Create a workflow process Set request status, dates, and budgets Assign and authorize templates Use the full workflow pallet, conditional branching, and shared data fields Create and apply component workflows Day 3 Navigate the system administration interface Configure partitioning and time zones Use the administration audit function Configure global settings for workflow management Define support groups Set up officer roles and manage officer records Define key fields within workflow management Create quick launch applications Complete administration settings for workflow management Understand global system and security administration settings Setup messaging and edit templates Configure the portal and portal roles Administer and setup officer delegation Configure proactive problem management Setup and administer the bulletin board Use the Configuration Portability function

3 Course Modules Day 1 1 Introducing VMware Service Manager Introduction to VMware Service Manager Workflow Management Overview Launching Service Manager and Logging In Introduction to the Interface The Banner, Menu Bar and Main Toolbar Managing Multiple Screens 2 Log a Request Log a Request 3 The Request Window Introduction to the Request Window Information Panel The Request Explorer (Links) Request Details Area Linked CIs and Services Area The Request Tabs Request (and Task) Details Screen Features The Dependencies Diagram Request History 4 Request Managers Responsibilities Authorization Set Request Dates Linking CMDB Entities Impact Analysis Actions and Solutions Field Amend Request - Edit Dependencies Action a Request 5 Task Assignees Responsibilities Opening Tasks Statuses of Tasks and Approvals Task and Approval Details Window Action Tasks 6 SLM in Requests and Tasks Introduction to Service Level Management (SLM) The Service Windows SLM Link in the Request/Task Explorer Escalation and Breach Notifications Actions Related to SLM 7 Explorer Links Details Section Data Section Communications Section Workflow Section Quick Launch Section 8 Managing Requests and Tasks Requests and Tasks Outstanding Using the View Filters Personalizing Views Add Note Exporting Results Resetting Suspended Requests Workload Screen Scheduling Requests 9 Delegating Tasks Delegation Overview Permissions (Officer) Setup Own Delegates (Officer) Managing Deleted Items 10 Request and Task Search Windows Searching Requests Functions in Request Search Searching Tasks Functions in Task Search 11 Internal Communication Bulletin Board Internal Messaging Automatic s Mail Message Access 12 Monitors and Dashboards The Monitor Wizard Creating Dashboards <

4 Course Modules Day 1 (continued) 13 VMware Service Manager Portal Portal Overview Portal Login Request Management Approval Management The Service Catalog Submit a Service Order 15 Reporting Standard Reporting Save Reports Scheduling Reports 14 Timesheet Recording Time, Action, and Expenses Create a Timesheet Entry Course Modules Day 2 1 Creating Templates Change Managers and templates Creating a template Deleting a template Modifying a template Renaming a template Cloning a template Creating a workflow Workflow palette Adding tasks and approvals Creating dependencies Dependency diagram options Creating tasks in a template Setting request status on completion Setting or changing dates in a task Assigning templates Pre-authorizing templates Documenting templates 2 Conditional Branching Introduction to conditional branching Adding a conditional branching task Rules Applying multiple dependency rules Creating a new condition Creating a new action Using the rule builder Using the None Condition Using the None Action Conditional Branching to assign Customer Approval tasks Customer Managers and the Conditional Branching tasks Customer Manager field 3 Other Tasks Messaging Delay Activation Scoring rules Rejection paths Update CMDB Customer approval Define change window Viewing Forward Schedule of Change Viewing Forward Schedule of Change from the portal SLM Start and Stop Outbound Action 4 Component Workflows Creating component workflows <

5 Course Modules Day 3 1 VSM System Administration Administrator Login Administration Interface System Administration Toolbars Designing Your Implementation 2 Partitioning Partitioning Overview Configure Partitions Request and Task Forwarding rules Workflow Partitioning Options 3 Time Zoning Time Zone Overview Setting up Time Zones 4 Auditing Audit Trail Overview Access the Administration Audit 5 Workflow Management Settings Global Workflow Settings 6 Workflow Groups Order of Implementation for Groups, Roles and Officers Workflow Groups Defining Workflow Groups 7 Officer Security Roles Security Roles Overview Defining Security Roles Link Workflow Groups to Officers and Roles Configure Officer Security Roles for Workflow Management General Access Security Role Workflow Management Security Role Bulletin Board Security Role 8 Officer Management Adding New Officers Managing Officers Officer Details Standard Configurations 9 Defining Key Fields Defining Key Request Defining Key Task Fields 10 Quick Launch Quick Launch Overview Enabling Quick Launch Create a New Quick Launch Application 11 Configuring Workflow Management Defining Field Values Within Workflow Management Configuring Field Values for Workflow Management options 12 System & Security Settings Defining Field Values for System Options Configuring System Options Defining Field Values for Security Options Configuring Security Options 13 Messaging Define Messaging Settings Editing Message Templates Defining Message Types Settings 14 VMware Service Portal Settings Configure Portal Settings Service Portal Roles 15 Delegation Setup Delegation Overview and setup Setting up Officer Delegation with Officer and Customer Delegates 16 Proactive Analysis Proactive Problem Management Overview Administration Setup Configuring the Proactive Analysis Tool Search Proactive Requests <

6 Course Modules Day 3 (continued) 17 Bulletin Board Configuration Bulletin Board Overview Administrative Setup Defining Bulletin Board Settings and Priorities Bulletin Board Administration Partitioning the Bulletin Board 18 Configuration Portability Configuration Portability Overview Creating New Configuration Settings Exporting and Importing Configuration Settings Deleting and Restoring Configuration Settings <