HP Service Manager: Application Setup
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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
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