Master HP Service Manager – Optimize Your IT Service Management Skills

In the competitive IT industry, efficient service management is key to maintaining seamless
operations and delivering superior customer experiences. HP Service Manager (HPSM) is a
comprehensive IT service management solution that enables organizations to align IT services with
business needs. Whether you're responsible for implementing ITIL practices or handling service
delivery, Encode-IT’s HP Service Manager course will equip you with the skills to leverage this
powerful tool and optimize IT service management (ITSM) processes.

Course Overview
This course will guide you through the core concepts of HP Service Manager (HPSM), teaching you
how to configure, customize, and manage the tool to improve service management workflows. You
will learn how to implement and manage ITIL processes such as Incident, Problem, Change, Service
Request, and Configuration Management, all within the HP Service Manager platform. Through
practical sessions, you'll gain hands-on experience in automating service delivery, improving
efficiency, and enhancing customer satisfaction.

By the end of this course, you will have a solid understanding of HP Service Manager's capabilities,
empowering you to drive efficiency, reduce costs, and elevate the service experience within your
organization. Whether you're a beginner or an experienced professional looking to advance your
ITSM knowledge, this course offers everything you need to excel in the world of service
management.

Salary Outlook in India
The demand for skilled professionals in IT service management tools like HP Service Manager is
rapidly increasing. In India, professionals with expertise in HPSM can expect to earn between
₹6,00,000 and ₹14,00,000 annually, depending on their experience and the size of the organization.
Senior positions, such as ITSM Consultant or HPSM Administrator, offer even higher salaries,
especially for professionals with certifications and practical experience in implementing ITIL
practices.

Encode-IT Offers Placement Assistance & Certification in India
At Encode-IT, we understand that certification is a gateway to better career opportunities. After
completing the HP Service Manager course, you will receive a globally recognized certification to
boost your professional profile. Moreover, our placement assistance program provides career
support, including interview preparation, job referrals, and resume building to help you land a job in
IT service management. We’re here to help you advance in your ITSM career!

Course Curriculum:

1. Introduction to ITSM and HP Service Manager (HPSM)
 ITIL and ITSM Fundamentals: Introduction to ITIL processes, IT service management
principles, and their impact on business.
 Overview of HP Service Manager: Understanding the key features and capabilities of HP
Service Manager for managing service delivery.

 HPSM Architecture: Deep dive into the underlying architecture of HPSM, including its
modules, databases, and user interfaces.

2. Incident Management in HP Service Manager
 Incident Management Process: How HPSM supports incident logging, categorization,
prioritization, and resolution.
 Incident Life Cycle: Stages of incident management and the role of service desks in resolving
IT issues.
 Incident Automation in HPSM: Implementing automated workflows for incident creation,
assignment, and resolution.
 Incident Reporting and Analysis: Generating reports to analyze incident trends and measure
service desk performance.

3. Problem Management in HP Service Manager
 Problem Management Overview: Difference between incidents and problems, and how
HPSM supports problem identification and resolution.
 Problem Management Life Cycle: From detection and analysis to root cause identification
and resolution.
 Root Cause Analysis (RCA): Techniques for identifying and resolving recurring IT issues using
HPSM.
 Automating Problem Management: How to automate problem management processes and
integrate with incident management.

4. Change Management in HP Service Manager
 Change Management Process: Understanding how to manage changes to the IT
infrastructure to minimize disruptions.
 Change Life Cycle in HPSM: Initiating, assessing, approving, and implementing changes
through HPSM.
 Risk Management and Change Evaluation: Evaluating risks and impact of changes, and using
HPSM’s change approval processes.
 Change Automation and Workflows: Implementing automated workflows to manage
change requests, approvals, and implementations.

5. Service Request Management in HP Service Manager
 Service Request Management Overview: Managing user requests for IT services such as
software installations, access rights, and hardware provisioning.
 Service Catalog Configuration: Creating and managing a service catalog to offer users easy
access to available services.
 Request Fulfillment Process: Automating request workflows to streamline approvals and
fulfill service requests.
 Service Request Reporting: Generating reports on request fulfillment and performance.

6. Configuration Management in HP Service Manager
 Configuration Management Overview: Understanding how to manage the configuration
items (CIs) in HPSM.
 CMDB (Configuration Management Database): Setting up and managing the CMDB to track
relationships and dependencies between CIs.
 Integrating CMDB with Other ITSM Processes: How to use the CMDB to support incident,
change, problem, and asset management.
 Automating CMDB Updates: Configuring automated updates and maintenance of
configuration items.

7. Asset Management in HP Service Manager
 Asset Management Fundamentals: Managing the lifecycle of IT assets from procurement to
disposal.
 Integrating Asset Management with HPSM: How to link asset management with incident,
problem, and change management for seamless operations.
 Tracking and Reporting on Assets: Tracking asset status, location, and usage within HPSM.
 Automating Asset Management Workflows: Streamlining asset lifecycle management
through automation.

8. Customization and Configuration of HP Service Manager
 Configuring HPSM Modules: How to configure and customize modules such as incident,
problem, and change management to meet business needs.
 User Interface Customization: Personalizing HPSM’s interface to improve usability and user
experience.
 Business Rules and Workflow Automation: Implementing business rules and automating
workflows to enhance process efficiency.
 Form and Field Customization: Customizing forms, fields, and views in HPSM to match your
organization’s requirements.

9. Reporting and Analytics in HP Service Manager
 Overview of Reporting Tools: Introduction to the reporting and analytics capabilities within
HPSM.
 Creating Custom Reports and Dashboards: Building customized reports to track ITSM
performance and service delivery.
 Service Performance Metrics: Defining and monitoring key performance indicators (KPIs) to
improve service management processes.
 Advanced Reporting Features: Using advanced reporting features, including trend analysis
and performance forecasting.

10. Integration with External Systems

 Integrating HPSM with Other ITSM Tools: How to integrate HPSM with other tools for
enhanced service management.
 API Integration and Web Services: Using APIs and web services to extend HPSM's
capabilities and integrate with third-party applications.
 Data Migration and Importing: Techniques for migrating data into HPSM from legacy
systems and third-party tools.
 Integrating with Monitoring Tools: How to integrate HPSM with network and system
monitoring tools to automatically generate tickets for incidents.

11. HP Service Manager Administration and Maintenance
 HPSM System Administration: Key administrative tasks such as user management, security
configuration, and system configuration.
 Managing User Roles and Permissions: Configuring user roles, permissions, and security
within HPSM.
 Backup and Recovery Procedures: Best practices for backing up and recovering HPSM data
to ensure business continuity.
 Maintaining System Health: Monitoring and maintaining the health and performance of the
HPSM environment.

12. Exam Preparation and Certification
 Review of Key Concepts: A thorough review of the core concepts of HP Service Manager
covered throughout the course.
 Practice Exams: Mock exams and sample questions to help you test your knowledge and
prepare for certification.
 Final Certification Exam: On successful completion of the course and exam, you will receive
a globally recognized certification in HP Service Manager.

Key Features of the Course:
 Comprehensive Curriculum: Master all key components of HP Service Manager, including
incident, change, problem, and service request management.
 Hands-on Training: Gain practical, real-world experience with HP Service Manager’s
advanced features and automation capabilities.
 Expert Instruction: Learn from industry experts with deep experience in IT service
management and HPSM toolsets.
 Certification-Ready: Prepare for HP Service Manager certification and enhance your
professional credibility.
 Career Support: Access placement assistance, including resume building, interview coaching,
and job referrals to help you enter the job market.

 Flexible Learning: Choose between online, offline, or hybrid learning options based on your
schedule and preferences.

Key Roles in HP Service Manager ITSM:
1. HP Service Manager Administrator – Oversee configuration, customization, and
maintenance of the HP Service Manager platform.
2. ITSM Consultant – Guide organizations in implementing ITIL processes and configuring HP
Service Manager to meet service management goals.
3. Incident Manager – Lead the incident management process to ensure prompt resolution
and minimal impact on IT services.
4. Change Manager – Oversee change management processes, ensuring changes are carried
out smoothly and with minimal risk.
5. Service Desk Manager – Manage the service desk operations, ensuring that service requests
are handled efficiently and user satisfaction is maintained.
6. Asset Manager – Manage the lifecycle of IT assets, ensuring they are tracked, maintained,
and properly disposed of.
7. HP Service Manager Developer – Develop and customize HP Service Manager workflows,
reports, and integrations to meet specific business needs.

Start Your Journey in IT Service Management Today!
Unlock the potential of HP Service Manager with Encode-IT's comprehensive training. Learn how to
implement ITIL best practices, optimize service delivery, and manage IT services effectively. Enroll
today and become a certified ITSM professional with HP Service Manager expertise!