HP Service Manager: Application Setup

• Application Setup
  • Best Practices
    • Processes
    • Service Management process flow
    • IT Organization
      • Organizational model
        • Service Desk user role descriptions
        • Change Management user role descriptions
        • Configuration Management user role descriptions
        • Incident Management user role descriptions
        • Problem Management user role descriptions
        • Administrative user role descriptions
    • Compliance with industry standards
      • ISO 20000 and the Service Manager best practices
      • COBIT 4.1 and the Service Manager best practices
  • Adding users
    • Checklist: Adding a new user
    • Method: Creating operator records
    • Operator records
      • Add an operator record
      • Add an operator record with the User Quick Add Utility
      • Add an operator to a security group
      • Create a startup menu for an operator
      • Create a system default operator record
      • Define a startup menu for an operator
      • Define the distinguished name an operator uses to log into an LDAP directory service
      • Delete an operator and all associated records
      • Delete an operator record
      • Enable an operator to see the command line
      • Set the maximum file attachment size for an operator
      • Set the time zone for an individual operator
      • Update an operator record
      • View an existing operator record
      • Use Mass Update with operator records
      • Synchronization between contact and operator records
        • Mass create contact records from operator records
        • Mass create operator records from contact records
        • Create an operator record from a contact record
        • Create an operator record from a operator template
        • Create a contact record from an operator record
    • Operator templates
      • Create an operator record from an operator template
      • Create an operator template
      • Define the operator template applied to LDAP users
  • Method: Controlling user access and security
    • Ongoing maintenance
      • Environment record
        • Service Manager record relationship models
          • Full Service Desk model
        • Status progression
      • Application profiles
        • List: Default application profiles
          • Service Desk
          • Change Management
          • Configuration Management
          • Incident Management
          • Problem Management
          • Knowledge Management
          • Service Level Management
          • Request Management
          • Contract Management
      • Approval delegation
        • Administering approval delegation
          • Enabling approval delegation
            • Approval delegate qualifications
          • Enabling approval delegation for custom approvals
            • Example: Enabling custom approvals for Problem Management
            • Example: Enabling Approval Delegation for custom Problem Management approvals
          • Global variables available for approval delegation
        • What happens when I receive delegated approval authority?
          • Temporary rights of an approval delegate
        • What happens when I delegate approval authority?
          • Delegate approvals to another operator
          • Update an active approval delegation
          • Disable an active approval delegation
          • Copy an approval delegation
        • Views available for approval delegation
      • User roles
        • Service Desk user role descriptions
          • User roles: Service Desk
        • Change Management user role descriptions
          • User roles: Change Management
        • Configuration Management user role descriptions
          • User roles: Configuration Management
        • Incident Management user role descriptions
          • User roles: Incident Management
        • Problem Management user role descriptions
          • User roles: Problem Management
        • Knowledge Management user role descriptions
          • User roles: Knowledge Management
        • Release Management user role descriptions
          • User roles: Release Management
        • Request Management user role descriptions
          • User roles: Request Management
        • Service Catalog user role descriptions
          • User roles: Service Catalog
        • Administrative user role descriptions
          • User roles: Service Manager Administration
        • Add a user role record
        • Delete a user role record
        • Search for a user role record
      • Capability word model
        • List: Capability words
        • Add a capability word
        • Delete a capability word
        • Search for capability words
    • Operator passwords
      • Change a users password
      • Disable the password reset option
      • Enable password history
      • Enable the password reset option
      • Reset an operators password
      • Set password format restrictions
      • Set password maximum lifetimes
      • Set password minimum lifetimes
    • License tracking
      • List: License types
        • List: Profile fields for Service Desk license tracking
        • List: Profile fields for Change Management license tracking
        • List: Profile fields for Configuration Management license tracking
        • List: Profile fields for Incident Management license tracking
        • List: Profile fields for Knowledge Management license tracking
        • List: Profile fields for Problem Management license tracking
        • List: Profile fields for Request Management license tracking
        • List: Profile fields for Contract Management license tracking
        • List: Profile fields for Service Level Management license tracking
      • Disable application license tracking
      • Named users
        • Method: Defining named users
        • Determine the number of named users available
        • Make an individual operator a named user
      • Named users for applications
        • Define named users for applications
        • Disable application license tracking
      • Service Manager license report
        • Generate a user license report
      • Stathistory table
        • View the stathistory table
      • Self-service licenses
    • Folder entitlement
      • Enable folder entitlement
      • Disable folder entitlement
      • Delete a folder
      • Add folder permissions to a security profile in Change Management
      • Add folder permissions to a security profile in Configuration Management
      • Add folder permissions to a security profile in Incident Management
      • Add folder permissions to a security profile in Problem Management
      • Add folder permissions to a security profile in Request Management
      • Add folder permissions to a security profile in Service Desk
      • Add folder permissions to a security profile in Service Level Management
      • Add a new autoformatting rule
      • Adjust the order of an new autoformatting rule
      • Edit an autoformatting rule
      • Remove an autoformatting rule
  • Calendars
    • Holiday records
      • Add a master data record
      • Delete a master data record
      • Update a master data record
      • Create a holiday group
    • On-call schedules
      • On-call schedule exceptions
      • Create an on-call schedule
    • Work schedules
      • Add a master data record
      • Delete a master data record
      • Update a master data record
  • Clocks
    • Add a clocks record
    • Add a clock to track Incident ticket status changes
    • Enable tracking of operator times
    • Start or stop a clock from a macro
    • Start or stop a clock from format control
    • View a clock record
  • Self-service
    • Working with self-service requests
      • Visible updates for self-service requests
    • Creating self-service users
      • ESS and ESSM-Approval users
      • Search for a self-service request
      • Add a user role record
      • Self-service template record
      • Create a self-service user
      • Create a self-service user from an existing contact
      • Create multiple self-service users from a contact list
      • What is a self-service power user?
      • Grant self-service access
      • Self registration
      • Register myself as a self-service user
    • Configuring the self-service working environment
      • Create a Service Desk self-service profile
      • Self-service licenses
      • Who uses self-service?
    • Choosing a Configuration Item for self-service requests
    • Self-service tailoring
      • Customize the self-service interface

• English-to-Russian translation