Service and Portfolio Management Training Plan Guide

Service and Portfolio Management Training Plan Guide

Copyright 2017 Hewlett Packard Enterprise. All rights reserved. Published by Hewlett Packard Enterprise http://www.hpe.com Hewlett Packard Enterprise. The information contained herein is subject to change without notice. The only warranties for HPE products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HPE shall not be liable for technical or editorial errors or omissions contained herein. Trademark acknowledgements if needed. First printing, January 2015 Last Updated: March 30, 2017

Contents

1

Service and Portfolio Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1

Connected Intelligence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.2

Bringing Connected Intelligence to Service and Portfolio Management . . . . . . . . . . . . . . . . . . . . . . . . 7

1.3

HPE Software Certifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2

Hewlett Packard Enterprise Software Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.1

Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.2

Protecting your Investment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.3

Time to Market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.4

Return on Investment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.5

Getting Ahead of the Game . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3

Training Delivery Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.1

Instructor Led Training (ILT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.2

Virtual Instructor Led Training (VILT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.3

eLearning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.4

Self-Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.5

Customized Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

4

Our Instructors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

4.1

Make It Interesting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

4.2

Make It Relevant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

5

IT Service Management Training Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

5.0.1 5.0.2

Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 The Joy of Incrementalism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

5.1 5.1.1 5.1.2 5.1.2.1 5.1.2.2 5.1.2.3 5.1.2.4 5.1.2.5 5.1.2.6 5.1.2.7 5.1.2.8 5.1.2.9 5.1.2.10 5.1.2.11 5.1.2.12 5.1.2.13

Service Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager 9.50 Interactive Training Powered by ART (SM01IT) . . . . . . . . . . . . . . . . . . . . Service Manager 9.40 Additional Topics Interactive Training Powered by ART (SM02IT) . . . . . . . . Service Manager 9.50 Delta Interactive Training Powered by ART (SM01SP-950) . . . . . . . . . . . . . Service Manager 9.x Self-Selection Online Package Interactive Training Powered by ART (SM01PKG) Recommended Service Manager ART Learning Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Foundations (SM110) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Technical Configuration (SM150) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Advanced (SM350) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Administration (SM320) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Change Management (SM240) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Request Fulfillment (SM310) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Manager Process Designer (PD370) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recommended Service Manager Learning Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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5.2 5.2.1 5.2.2 5.2.2.1 5.2.2.2 5.2.2.3 5.2.2.4

Service Anywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Anywhere Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Anywhere Interactive Training Powered by ART (SAW01IT) . . . . . Service Anywhere Delta Interactive Training Powered by ART (SAW01SPD) Service Anywhere Administration and Configuration (SAW350) . . . . . . . . Recommended Service Anywhere Learning Path . . . . . . . . . . . . . . . . .

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5.3 5.3.1 5.3.2 5.3.2.1 5.3.2.2 5.3.2.3 5.3.2.4 5.3.2.5

Asset Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Asset Manager Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . Asset Manager 9.4 Interactive Training Powered by ART (AM01IT) Asset Manager Essentials (AM120) . . . . . . . . . . . . . . . . . . . . Asset Manager Modules (AM330) . . . . . . . . . . . . . . . . . . . . Asset Manager Tailoring (AM350) . . . . . . . . . . . . . . . . . . . . Recommended Asset Manager Learning Path . . . . . . . . . . . . .

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5.4 5.4.1 5.4.2 5.4.2.1 5.4.2.2

Connect-It . . . . . . . . . . . . . . . . . . . Benefits . . . . . . . . . . . . . . . . . . . . . Connect-It Courses . . . . . . . . . . . . . . Connect-It Essentials (CIT120) . . . . . . . Recommended Connect-It Learning Path

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6

Project and Portfolio Management Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

6.1

Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

6.2 6.2.0.3 6.2.0.4 6.2.0.5 6.2.0.6 6.2.0.7

Project and Portfolio Management (PPM) Courses . . . . . . . . . . . . . . . . . . . . . . Project and Portfolio Management 9.4 Interactive Training Powered by ART (PPM01IT) . Project and Portfolio Management 9.3 Interactive Training Powered by ART (PPM02IT) . Project and Portfolio Management Essentials (PPM120) . . . . . . . . . . . . . . . . . . . . . Using Project and Portfolio Management (PPM125) . . . . . . . . . . . . . . . . . . . . . . . Project and Portfolio Management Advanced (PPM350) . . . . . . . . . . . . . . . . . . . .

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37 37 37 37 38 38

6.2.0.8

Recommended Project and Portfolio Management Learning Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

7

Configuration Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

7.1 7.1.1

Configuration Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

7.2 7.2.0.1 7.2.0.2 7.2.0.3 7.2.0.4 7.2.0.5

Configuration Management System Courses . . . . . . . . . . . . . . . . Universal CMDB 10.3 Interactive Training Created by ART (UCMDB01IT) Universal CMDB Essentials (UCMDB120) . . . . . . . . . . . . . . . . . . . . Configuration Management System Advanced (UCMDB350) . . . . . . . . Universal Discovery Essentials (UD120) . . . . . . . . . . . . . . . . . . . . . Recommended Configuration Management System Learning Path . . . .

8

IT Business Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

8.1 8.1.1

IT Business Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

8.2 8.2.1 8.2.2 8.2.3 8.2.4

IT Business Analytics Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . IT Business Analytics 10.10 Interactive Training Powered by ART (ITBA01IT) IT Business Analytics Essentials (ITBA120) . . . . . . . . . . . . . . . . . . . . . IT Business Analytics Administration (ITBA350) . . . . . . . . . . . . . . . . . Recommended IT Business Analytics Learning Path . . . . . . . . . . . . . . .

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Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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The Other Training Plan Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

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Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

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1. Service and Portfolio Management

HPE’s Service and Portfolio Management software and solutions allow you to access comprehensive IT and business services that propel your enterprise to growth and innovation. 1.1

Connected Intelligence There is a New Style of IT within Service and Portfolio Management. It is called Connected Intelligence, and is propelled by Big Data, user experience, and automation.

1.2

Bringing Connected Intelligence to Service and Portfolio Management With the new technologies around cloud, social, and Big Data, IT faces many challenges on the front end. But with a supporting architecture, these technologies create even more opportunities within the ITSM organization when incorporated as part of the service management tools and processes that will improve staff efficiency, customer satisfaction, and service quality by leveraging these technologies. Leverage the cloud Easy to use, configure Easy to administer Design for use Engaging UX Mobile and responsive UI Leverage Social IT Engages users Increases IT oversight Hewlett Packard Enterprise Software Education | Service and Portfolio Training Plan Guide | Page 7 of 56

8

Chapter 1: Service and Portfolio Management

Gives IT insight Captures unstructured data Adds business context to Knowledge Management Avoids calls, reduces tickets Leverage Big Data Better answers, faster Eliminate knowledge silos Proactive trend analysis Actionable visibility to problems Forward visibility of trends

Hewlett Packard Enterprise Software Education | Service and Portfolio Training Plan Guide | Page 8 of 56

“Trained users require 6x less support than untrained users.”

10

1.3

Chapter 1: Service and Portfolio Management

HPE Software Certifications Technology professionals today need to be effective in this New Style of Business. Hewlett Packard Enterprise Partner Ready Certification and Learning can equip you with the knowledge, skills, and continuous learning opportunities to identify and capitalize on these new opportunities.

CERTIFICATION

WHAT IT MEANS

HPE Accredited Technical Professional (ATP)

Introductory level certification. The individual understands the fundamental concepts, terms, technologies, and processes needed to implement and design HPE solutions, install and configure equipment and software, and administer and support the solutions.

HPE Accredited Solutions Expert (ASE)

Indicates advanced technical skills for enterprise technologies. This person can design, implement, administer, or deploy and support IT solutions aligned to a specific job role.

HPE Master Accredited Solutions Expert (MASE)

The pinnacle of our certifications. This individual has demonstrated rich technical skills in advanced enterprise solutions, combined with IT business acumen. The Master ASE can align information technology to an organization’s financial and business goals, and is able to design and implement complex solutions—from the proposal stage to live deployment.


2. Hewlett Packard Enterprise Software Education

The mission of the HPE Software Education organization is to deliver the best possible Service and Portfolio Management learning experience. With a global team of experienced trainers, and subject matter experts, our business offers you well-designed training courses across the entire range of Information Management solutions. We educate you, support you, and put you in control of your investment to ensure real-world success. 2.1

Control Enterprise Software drives your business forward by automating processes and increasing efficiencies. Your cutting-edge investment requires end users who know how to get the most out of the technology. Meanwhile, your technical staff must learn how to configure, optimize, maintain, and administer the technology. Training addresses the needs of both of these users, giving them the knowledge to take control.

2.2

Protecting your Investment It’s one thing to buy a plane, but quite another to fly it! You’ve made the right decision to invest in HPE Software technologies. Now is the time to invest in your team, to train them on the solution and equip them with the knowledge to get the best out of the technology. Learning from the professionals ensures that you are protecting that investment. As a result, your team will navigate and fly in the right direction. Hewlett Packard Enterprise Software Education | Service and Portfolio Training Plan Guide | Page 11 of 56

12

2.3

Chapter 2: Hewlett Packard Enterprise Software Education

Time to Market Enabling your team means your project will run more smoothly and efficiently and reach completion in shorter time frames. Our education services reinforce formal classroom instruction with extensive hands-on practical experience. The majority of the classes are in a workshop environment that challenges the trainee, aids them during the learning process, and accelerates the knowledge transfer. The earlier your team gains expertise, the more successful your project will be. Analyst reports suggest that 75% of managers believe effective training will increases the chances of a project meeting its deadlines. Furthermore, 80% of IT managers believe effective training is critical to the success of a project.

2.4

Return on Investment Cost is always a key consideration; education offers a way to lower the total cost of ownership. Our education courses present your team members with best practices in design, deployment, and administration of your HPE Software solutions. This translates into decreased technical support costs, lower ongoing administrative overhead, and the ability to work more effectively with our Consulting Services. Effective learning also leads to lower hardware costs with better-configured systems, decreased network load, and increased return on investment for integrated third-party applications. Thus, our training results in a return on multiple levels.

2.5

Getting Ahead of the Game The learning curve never stops, so if you want to lead the market with cutting-edge, world-class solutions you need to give your team the training they need to keep you competitive.


3. Training Delivery Options

Hewlett Packard Enterprise Software Education wants your Service and Portfolio Management training delivered in the environment best suited to your needs. 3.1

Instructor Led Training (ILT) HPE Software Education operates instructor-led training sessions in facilities around the globe. Each course is designed to provide students with hands-on experience and is lab-based to keep learning practical. The class experience offers students the opportunity to personally interact with one of our certified instructors who has extensive experience and industry knowledge. We have a range of courses designed to accommodate both beginner and advanced students. To ensure that adequate attention is provided to each student attending an instructor-led class, HPE Software Education maintains class sizes between six to twelve participants. HPE Software Education also provides Instructor-Led on-site training and this is most convenient when your team members are located in the same region. As long as the host provides adequate on-site training facilities, HPE Software Education will send one of our instructors to your chosen site to conduct the training. We then deliver standard or customized training that addresses your unique business needs. Please note that the maximum class size for on-site training is limited to 12 students to ensure that adequate individual attention is provided. The benefits of on-site training are identical to VILT training with the added benefit of receiving face-to-face training in your domain.

3.2

Virtual Instructor Led Training (VILT) Virtual Instructor Led Training (VILT) classes are a good alternative to sending your staff to a public training course. This option reduces travel and expense costs in the event your staff are geographically dispersed. Furthermore, VILT saves valuable time by permitting the student to stay in the office during Hewlett Packard Enterprise Software Education | Service and Portfolio Training Plan Guide | Page 13 of 56

14

Chapter 3: Training Delivery Options

the training sessions. VILT are live, instructor-led sessions. Students connect to the virtual classroom using their own computer, telephone, or Internet connection. VILT instructors facilitate live sessions for participants around the globe. 3.3

eLearning HPE eLearning is interactive Web-based training that gets teams up to speed fast and is available ondemand 24x7. With hands-on exercises and easy-to-follow instructions, HPE eLearning emphasizes key learning points and can support your team either as stand-alone learning or as a supplement to traditional training programs. HPE Software Education also offers a tailored eLearning service to meet your business requirements.

3.4

Self-Study Our new self-study courses make learning easier and more enjoyable than ever. This offering allows participants to learn about a product by reading the course manual and then practice what they have learned by stepping through detailed hands-on exercises using a dedicated remote lab environment. This means participants do not need to lose valuable working hours traveling to a training location, and they have the flexibility to learn during business hours, or during evenings and weekends.

3.5

Customized Training From a detailed Training Needs Analysis through to building custom training courses, HPE Software Education can address your unique business needs.


4. Our Instructors

The Service and Portfolio Management learning experience we deliver is the most important aspect of our service. For this reason HPE provides the highest quality of trainers in the industry. Our instructors are dedicated full-time professionals, highly trained as subject matter experts in their field. 4.1

Make It Interesting Our instructors deliver training with enthusiasm and are respectful of students and their needs at all times. It is through this process and our structured learning development philosophy that our classes are greatly valued and appreciated by participants.

4.2

Make It Relevant The key to effective and enjoyable training is to deliver material in a structured and well-organized manner, with clear learning objectives and multiple methods of assessment to measure and improve student progress. With many years of teaching experience, our instructors deliver engaging training courses, ensuring that all students enjoy achieving their set learning objectives. HPE Software Education courses are delivered through a holistic approach, combining theory and practical lessons to suit individual learning styles and provide engaging hands-on training. Hewlett Packard Enterprise Software Education | Service and Portfolio Training Plan Guide | Page 15 of 56

“Training is an investment in your organization and in your people.”

5. IT Service Management Training Courses

HPE Software Education offers a wide variety of IT Service Management (ITSM) training courses to enhance your knowledge of the various products within ITSM. Training is tailored to a level of expertise (such as basic to advanced) and to the type of job role, (such as end user, technical administrator, and developer). New technologies and trends such as cloud, mobility, social media, and the tremendous speed of growing information (Big Data) enable IT to become a true service delivery organization. But this also comes with a rapidly changing IT landscape and IT organizations need to embrace what we call the New Style of IT. There are no opportunities without challenges—as a result of these trends, businesses demand for increased agility, more innovation, and faster time to value, all in an environment with intense competition, and the mandate to operate with tight budgets. This New Style of IT requires an innovative service management approach. This is why HPE has reinvented IT Service and Portfolio Management (SPM) to connect IT, users, the business, and services in a new way. One of these HPE SPM solutions is HPE IT Service Management (ITSM).


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5.0.1

Chapter 5: IT Service Management Training Courses

Benefits IT Service Management: Reduces costs The HPE approach reduces costs in several ways. One of the most effective ways is automation, which is the key to increasing staff efficiency, improving outcomes, and managing costs. The concept of selfservice is another key enabler, empowering end users to acquire the services they need quickly and easily and without costly IT staff effort. Furthermore, integrated enterprise collaboration capabilities help service desk agents engage in context-based conversations, and thereby improve resolution times. Mitigates risk and helps ensure compliance To protect the business from the risk of service disruptions, changes to accommodate new business and technology trends, and the consequences of failing to comply with regulations and audits, our approach improves visibility into service and infrastructure dependencies. Process controls are based on standard IT Infrastructure Library (ITIL) processes for efficiency, consistency, predictability, and reliability.

5.0.2

The Joy of Incrementalism HPE ITSM includes proven software for key service management functions, including service desk, change management, service catalog, and asset management. These are supported by an ITIL-compliant configuration management system (CMS) based on discovery software. By integrating with common IT operations products and leveraging best practices, automation, and self-service capabilities, the HPE ITSM suite combines to create automated end-to-end solutions for change, configuration, and release management and for closed-loop incident and problem management. Because you can start with a single out-of-the-box solution and expand it incrementally, we call the approach pragmatic ITSM. Metrics and KPIs: perform, measure, optimize The out-of-the-box integration of performance data across IT provides transparency to the business in terms of value and performance delivered. There are key ITSM performance metrics and key performance indicators (KPIs) such as percentage of first-call resolution and percentage of changes resulted in outages to help IT set the right priorities and make informed decisions. Service desk Service desk software is at the heart of the HPE ITSM solution. This scalable, robust core standardizes incident and problem management processes, helps provide the quality of service delivery and support, and enhanced agent and end-user support. It also gives IT and its customers a single communication hub and enables IT to work as a single organization governed by a consistent set of processes. Knowledge management software augments the service desk by leveraging knowledge across the organization and making answers available in real time to both end users and service desk staff. In addition, service-level management software makes it possible to define SLAs and track them from the business service level down to specific process, hardware, and software components. Simple dashboards, collaboration, and mobile access complement the service desk. Change management Change management software automates change across IT and provides visibility and control into end-to-end change management. It increases change advisory board (CAB) effectiveness, automates impact analysis and collision detection, detects unplanned changes, and improves audit and compliance postures.


19

Service request catalog Service catalog and request management software delivers a fast, easy-to-use process for end users and agents—from demand to fulfillment—reducing cost and increasing responsiveness. It helps define and maintain a standard set of user goods and services, and provides a self-service UI to reduce the service desk’s workload. Asset management Asset management software manages investments, assets, and resources for better decision making and for cost reduction. It lets IT managers know—from procurement through disposal—what they have, where their assets are located, how much they cost, and who is using them. It also improves software license compliance for virtual and physical environments. Configuration management system and discovery The configuration management system delivers accurate, up-to-date configuration data and service context across ITSM processes and provides dynamic access through actionable federation. It makes it possible to automate discovery of assets, infrastructure, and applications, and dynamically map infrastructure, applications, and maps these to services on a regular basis. Users can quickly visualize environments from multiple perspectives.


20

5.1


Service Manager Service Manager is a single-point-of-contact IT service desk software that uses a consistent set of automated processes to quickly and efficiently handle service delivery and support.

5.1.1

Benefits The benefits of Service Manager are: Rich Service Desk Simplify and consolidate service management with a powerful, single point of contact for all core IT processes, including incident management, problem management, and knowledge management. Big Data Smart Analytics for easy ticketing and hot topic analytics, powered by HPE IDOL Change Management Respond quickly and efficiently, improve compliance, minimize service disruptions, and deliver higher service quality by using automated processes and improving collaboration Automated Service Request Management Improve efficiency and reduce service desk load with a self-service portal that includes global search capabilities across the service catalog, support catalog, and knowledge base Out-of-the-Box Best Practices Easily build and customize IT process workflows that increase efficiency and provide quick time to value by using an intuitive user interface (UI) and out-of-the-box best practices Mobile Phone and Tablet Support Give your users and service desk agents efficient, anytime-anywhere access to key service desk functions such as search knowledge, self-ticketing, and collaboration


5.1 Service Manager

5.1.2 5.1.2.1

21

Service Manager Courses Service Manager 9.50 Interactive Training Powered by ART (SM01IT) This course has been created for users of the Service Manager 9.50 application. This Interactive Training provides you with easy access to self-paced learning content where you can choose to view or practice a single task in a simulated environment by clicking a task name under Simulations or experience full learning with process flows, product demonstrations, and self-assessments. The Service Manager 9.50 ART content enables users of Service Manager 9.50 to describe the features and benefits of Service Manager, connect to and disconnect from a Service Manager client, navigate the Service Manager interface, and search and manage records within each of the Service Manager modules, as pertains to your user role.

5.1.2.2

Audience

Recommended Skills

Type

Prerequisites

Duration

All users of Service Manager

Knowledge of ITIL v3 is helpful.

eLearning

None

Self-paced

Service Manager 9.40 Additional Topics Interactive Training Powered by ART (SM02IT) The Service Manager Additional Topics content enables users of Service Manager 9.40 integrations to navigate within and use the features of the Employee Self Service (ESS) portal, submit and manage requests within Service Catalog, Service Request Catalog, and Enhanced Service Request Catalog, describe the Mobility Application capabilities, use Service Level Management to view and manage Service Level Agreements and Service Level Objectives, describe the integration and features between Service Manager and Release Control, Operations Orchestration flows, and Universal Configuration Management Database (UCMDB), and describe the Service Manager survey integration.

Audience

Recommended Skills

Type

Prerequisites

Duration



eLearning

SM01IT

Self-paced


22

5.1.2.3


Service Manager 9.50 Delta Interactive Training Powered by ART (SM01SP-950) This course provides Service Manager 9.4x users a modularized approach to learning what is new and changed with the Service Manager 9.50 product release. The Service Manager 9.50 Delta course enables users of Service Manager to familiarize themselves with new functionality, such as the new Service Portal and ChatOps.

5.1.2.4

Audience

Recommended Skills

Type

Prerequisites

Duration

Experienced users of Service Manager

Knowledge of Service Manager basics

eLearning

None

Self-paced

Service Manager 9.x Self-Selection Online Package Interactive Training Powered by ART (SM01PKG) This course provides Service Manager 9.x users a modularized approach to learning what is new between each new minor release of the software product. The Updates Package enables users of Service Manager to familiarize themselves with specific areas within Service Manager or with HPE and third-party products that integrate with Service Manager and understand the new features and enhancements in versions 9.3x, 9.40, and 9.50 updates of the SM application.

5.1.2.5

Audience

Recommended Skills

Type

Prerequisites

Duration


Knowledge of Service Manager basics

eLearning

None

Self-paced

Recommended Service Manager ART Learning Path

Service Manager Interactive Training (SM01IT)

Service Manager Additional Topics Interactive Training (SM02IT)


5.1 Service Manager

5.1.2.6

23

Service Manager Foundations (SM110) This introductory course provides students with the skills needed to effectively use and manage the Service Manager 9.x software product. This course focuses on teaching the processes embedded in Service Manager. This five-day course is a mixture of lectures and hands-on exercises. This course is designed for new users of Service Manager who are familiar with ITSM ITIL concepts and want to learn how the Service Manager 9.x work flow engine and application platform automates, facilitates, and enforces these key ITSM ITIL processes.

5.1.2.7

Audience

Recommended Skills

Type

Prerequisites

Duration

Process Owners, Project Managers, and other managers who are new to Service Manager

Knowledge of ITIL v3

ILT and VILT

None

Five days

Service Manager Technical Configuration (SM150) This introductory course provides students with the technical skills needed to effectively use and configure the Service Manager 9.x software product. This course focuses on configuring Service Manager to match the processes, policies, and procedures in the out-of-the-box environment. This five-day course is a mixture of lectures and hands-on exercises.

5.1.2.8

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, Web Developers, and Managers who are responsible for configuring and tailoring Service Manager

Knowledge of ITIL v3

ILT and VILT

None

Five days

Service Manager Advanced (SM350) This course is targeted at system administrators and consultants responsible for configuring and tailoring Service Manager for a customer’s environment. The course focuses on the tools and utilities used to tailor a Service Manager system. This five-day course is a mixture of lectures and hands-on exercises.


24

5.1.2.9

Chapter 5: IT Service Management Training Courses Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, Web Developers, and Managers who are responsible for configuring and tailoring Service Manager

Strong knowledge of Service Manager basics, including navigation and use

ILT and VILT

Either SM110 or SM150

Five days

Service Manager Administration (SM320) This course is targeted at system administrators responsible for the day-to-day management of the Service Manager application. The course focuses on the daily, weekly, monthly, quarterly, and annual tasks required to keep the system running efficiently. This five-day course is a mixture of lectures and hands-on exercises.

5.1.2.10

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Implementers, and Managers who are responsible for implementing, configuring and administering Service Manager


ILT and VILT


Five days

Service Manager Change Management (SM240) This course provides students with the skills needed to effectively use, configure, and customize the Change Management application. This course covers how to use Service Manager software to effectively manage the Change Management application, customize and configure the Service Manager software using advanced administrative tools, and apply ITIL-based Change Management processes to Service Manager. This five-day course is a mixture of lectures and hands-on exercises.

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, Web Developers, and Managers who are responsible for configuring and tailoring the Service Manager Change Management component


ILT and VILT


Five days


5.1 Service Manager

5.1.2.11

25

Service Manager Request Fulfillment (SM310) This course provides students with the skills needed to effectively use, configure, and customize the Request Fulfillment application. This course covers how to use Service Manager software to effectively manage the Request Fulfillment application, as well as customize and configure the Service Manager software using advanced administrative tools. This five-day course is a mixture of lectures and handson exercises.

5.1.2.12

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, Web Developers, and Managers who are managing the Service Manager Request Fulfillment software


ILT and VILT


Five days

Service Manager Process Designer (PD370) This course focuses on the Service Manager Process Designer configuration tools. Students learn how to install the Process Designer content pack, migrate data to use the new Process Designer processes, build and modify existing work flows to support business processes, use rule sets and rule types to define business rules, and understand authorization roles and security areas.

5.1.2.13

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators responsible for configuring Service Manager Process Designer workflows

Familiarity with Service Manager processes, work flows, and configuration tools

ILT and VILT


Three days

Recommended Service Manager Learning Path SM Foundations or SM Technical Configuration

SM Advanced

SM Administration (optional)

SM Change, Request, or Process Designer (optional)


26

5.2


Service Anywhere Service Anywhere is an ITIL-based Software as a Service (SaaS) service desk that brings together a broad range of ITSM capabilities, Big Data, and social collaboration to enable your workforce with connected intelligence.

5.2.1

Benefits The benefits of Service Anywhere are: Simplicity Deliver an automated, seamless SaaS service desk that is easy to set up, configure, use, and maintain. Give consumers simple self-service ordering and tracking while supporting ITIL problem management and ITIL change management. Social Self-Service Enable IT consumers to quickly help each other. Offer engaging social collaboration and turbo-charged analytics powered by state-of-the-art, context-aware search functionality. Connected Intelligence Proactively and efficiently manage incidents and problems. Perform analytics and get actionable intelligence on 100 percent of your information ecosystem by using Haven-powered Service Anywhere. Continuous Delivery Model Rapidly, reliably, and repeatedly distribute enhancements and bug fixes at low risk and with minimal manual overhead. Dramatically simplify service desk version maintenance and achieve quick ROI.


5.2 Service Anywhere

5.2.2 5.2.2.1

27

Service Anywhere Courses Service Anywhere Interactive Training Powered by ART (SAW01IT) This course has been created for users of the Service Anywhere application. This interactive training provides you with easy access to self-paced learning content where you can choose to view or practice a single task in a simulated environment by clicking a task name under Simulations or experience full learning with process flows, product demonstrations, and self-assessments. The Service Anywhere content enables users of Service Anywhere to navigate and explore the Service Anywhere interface, fulfill requests and troubleshoot issues using the Employee Self-Service Portal, and manage records within each of the Service Anywhere modules, as they pertain to individual roles.

5.2.2.2

Audience

Recommended Skills

Type

Prerequisites

Duration

All users of Service Anywhere


eLearning

None

Self-paced

Service Anywhere Delta Interactive Training Powered by ART (SAW01SPD) This course provides Service Anywhere users a modularized approach to learning what is new and changed with the latest Service Anywhere product release. The Service Anywhere Delta course enables users of Service Anywhere to familiarize themselves with new functionality, as well as updates to existing Service Anywhere modules.

5.2.2.3

Audience

Recommended Skills

Type

Prerequisites

Duration

Experienced users of Service Anywhere

Knowledge of Service Anywhere basics

eLearning

None

Self-paced

Service Anywhere Administration and Configuration (SAW350) This three-day class is designed for system administrators and consultants responsible for configuring the Service Anywhere application for a customer’s environment. This course focuses on the tools and utilities used to tailor a Service Anywhere system. This course is a mixture of lectures and simulations. The simulations allow you to learn tasks by viewing a demonstration and then completing the tasks on your own, without the need for a physical lab environment. These lab simulations continue to be available after the class is finished for additional practice.


28

5.2.2.4

Chapter 5: IT Service Management Training Courses Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Process Owners, and Managers


ILT and VILT

SAW01IT

Three days

Recommended Service Anywhere Learning Path

Service Anywhere Interactive Training (SM01IT)

Service Anywhere Administration and Configuration


5.3 Asset Manager

5.3

29

Asset Manager Asset Manager is asset management software that helps you to manage your assets across procurement, active life cycle, and disposals so you can optimize end-to-end asset usage for optimal value and lower costs.

5.3.1

Benefits The benefits of Asset Manager are: Hardware and Software Asset Management Reduce hardware and software costs while optimizing your TCO, ROI, and end-to-end cost and depreciation to make more informed decisions about IT assets. Easy Cloud Chargeback Manage cloud services similar to any other IT asset. An easily accessible user interface provides a single point from which you can manage chargeback in the cloud. Centralized Contract Management Easily determine when and where a contract is associated with a hardware or software asset. Financial View of Each Asset Understand the end-to-end financial value for each procured asset over the course of its life cycle. Asset Portfolio Management Manage your asset portfolio in a comprehensive and balanced way that improves IT process maturity. Make better decisions by combining information about contracts, procurement, asset management, financial, and cloud use cases. Procurement Streamline the IT procurement process and optimize procurement by measuring vendor performance, trimming software licensing costs, and reducing license drift. Easily audit vendors and compliance with internal policies.


30

5.3.2 5.3.2.1


Asset Manager Courses Asset Manager 9.4 Interactive Training Powered by ART (AM01IT) The Asset Manager ART content enables users of Asset Manager to describe the features and benefits of Asset Manager, describe key concepts and terminology associated with the Asset Manager product, navigate within each of the Asset Manager core modules, search for items within the various tables using filters, and export, report, and chart queried data.

5.3.2.2

Audience

Recommended Skills

Type

Prerequisites

Duration

All users of Asset Manager

Knowledge of relational databases and database terminology

eLearning

None

Self-paced

Asset Manager Essentials (AM120) This five-day, instructor-led training course is designed to provide the essential skills and knowledge needed to configure, deploy, and use Asset Manager to successfully implement an asset management solution in an enterprise-level business or large organization. The class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.

5.3.2.3

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, Web Developers, and Managers


ILT and VILT

None

Five days

Asset Manager Modules (AM330) This five-day, instructor-led training is designed to provide the technical skills and knowledge needed to implement and configure Asset Manager following Information Technology Service Management (ITSM) best practices and Information Technology Administration Management (ITAM) processes. The class covers such modules as Contracts, Financials, and Procurement. In addition, students learn how to track software licenses. These skills assist an Administrator in their ability to implement an asset management solution in an enterprise-level business or large organization. The class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.


5.3 Asset Manager

5.3.2.4

31

Audience

Recommended Skills

Type

Prerequisites

Duration



ILT and VILT

AM120

Five days

Asset Manager Tailoring (AM350) This five-day, instructor-led training is designed to provide the tailoring skills and knowledge needed to implement and administer Asset Manager, navigate Asset Manager’s core tables, and tailor and customize tables, screens, and pages for both the Web client and the Windows client. These skills assist administrators in their ability to implement an asset management solution in an enterprise-level business or large organization. The class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.

Audience

Recommended Skills

Type

Prerequisites

Duration



ILT and VILT

AM120

Five days


32

5.3.2.5


Recommended Asset Manager Learning Path Asset Manager Interactive Training

Asset Manager Essentials

Asset Manager Modules

Asset Manager Tailoring


5.4 Connect-It

5.4

33

Connect-It Connect-It is an Enterprise Application Integration (EAI)-type integration platform. An EAI solution enables a company to integrate the different applications from which it can obtain or to which it can provide internal data (Internal support, equipment management software, and so on) or external data (ERP, B2B, B2C). Connect-It integrates not only data, but also a company’s application processes.

5.4.1

Benefits The benefits of Connect-It are: Transfer Data Transfer information from one database to another. Easy Duplication Duplicate the information from one database to another in real time. Importing Data Import information from emails, delimited text files, XML files, or other formats into a database. Exporting Data Export information from a database to emails, delimited text files, XML files, or other formats.

5.4.2 5.4.2.1

Connect-It Courses Connect-It Essentials (CIT120) This three-day course provides students with the skills needed to effectively use and manage the Connect-It Software product. This administrator-level course helps students understand and be able to use Connect-It as an integration tool to assist in sharing data between two or more systems. This class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.

5.4.2.2

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Developers, and Managers

None

ILT and VILT

None

Three days

Recommended Connect-It Learning Path Connect-It Essentials


“Training is an investment in people and success!”

6. Project and Portfolio Management Center

Prioritize IT investments so they align with business goals and consistently deliver projects on time. This comprehensive IT portfolio management software helps IT make the most of its resources. 6.1

Benefits The benefits of Project and Portfolio Management are: Consolidated Demand Management Get an overview of business needs and prioritize against goals and resources by consolidating all demand. Streamline approvals and evaluate the cost and value of services. Strategic Portfolio Management Make better business decisions with detailed, top-down planning and on-the-fly queries to align IT with strategic business goals and eliminate unnecessary projects. Real-time Financial Management Stay informed and in charge of budgets and resources with real-time financial information about all projects. Adapt rapidly to changes in business objectives or resources. Program and Project Status Dashboards Increase project success rates with clear dashboards showing program and project status. Bring in more projects on time, within scope, and on budget, and reduce risk of failure.


36

Chapter 6: Project and Portfolio Management Center

Enterprise Resource Management Maximize efficiency with multi-dimensional resource planning and tracking to help ensure best use of resources and highest-value return for the business. Application Portfolio Management Optimize your application portfolio based on business goals. Determine which applications are of most value to you now and eliminate application redundancy.


6.2 Project and Portfolio Management (PPM) Courses

6.2 6.2.0.3

37

Project and Portfolio Management (PPM) Courses Project and Portfolio Management 9.4 Interactive Training Powered by ART (PPM01IT) The Project, Portfolio, and Program Management 9.4 ART content enables users of Project, Portfolio, and Program Management to: Forecast, plan, staff, schedule, and manager your projects; manage and analyze resource requirements, skills, demand, and capacity; monitor and track project task assignments; define and link business objectives to proposals, projects, and assets; create, process, and evaluate proposals and projects; associate projects to a program; link budgets, staffing profiles, and financial benefits to proposals, projects, and assets; and build scenario comparisons.

6.2.0.4

Audience

Recommended Skills

Type

Prerequisites

Duration

All users of PPM

Some knowledge of project management terminology

eLearning

None

Self-paced

Project and Portfolio Management 9.3 Interactive Training Powered by ART (PPM02IT) The Demand, Deployment, Resource, and Time Management 9.3 ART content enables users of Demand, Deployment, Resource, and Time Management to: Describe the role of workflows; summarize the progress of a request; generate reports to analyze and manage the demand from your organization; plan, manage, package, and/or deploy software changes; explain how resource supply is defined in Resource Management; create, search, and manage resource pools; create, review, and approve a time sheet; and link budgets, staffing profiles, and financial benefits to proposals, projects, and assets.

6.2.0.5

Audience

Recommended Skills

Type

Prerequisites

Duration

All users of PPM

Some knowledge of project management terminology

eLearning

None

Self-paced

Project and Portfolio Management Essentials (PPM120) This four-day, instructor-led training course is an ideal way to launch your Project and Portfolio Management (PPM) Center implementation, and will create a solid foundation for your implementation decisions. An experienced instructor will guide participants using hands-on exercises through the design and configuration of the major setup components of Project, Portfolio, and Demand Management to enable automation of your organization’s processes. The class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.


38

6.2.0.6

Chapter 6: Project and Portfolio Management Center Audience

Recommended Skills

Type

Prerequisites

Duration

Project Managers, Business Analysts, Technical Administrators, and Configurers


ILT and VILT

PPM01IT helpful

Four days

Using Project and Portfolio Management (PPM125) This four-day course is designed to familiarize you with Project and Portfolio Management (PPM) and how it can be used to organize and run your strategic projects. Hands-on lab exercises provide you the opportunity to explore and apply the Project Management tools and best practices for managing a project’s schedules, resource demands and capacity, estimated and actual costs, and its overall health.

6.2.0.7

Audience

Recommended Skills

Type

Prerequisites

Duration

Project Managers, Portfolio Managers, and PMO personnel

Strong understanding of project management concepts

ILT and VILT

PPM01IT helpful

Four days

Project and Portfolio Management Advanced (PPM350) Take your skills beyond the PPM Essentials course by learning how to configure advanced process logic and automation in your PPM implementation. Through discussions and hands-on exercises, you learn to modularize processes into sub work flows, use condition checks to direct parallel work flow branches, automate system executions and database updates, and build custom portlets and reports. The class consists of approximately 50 percent lecture and 50 percent hands-on lab exercises.

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators and Configurers


ILT and VILT

PPM120

Four days


6.2 Project and Portfolio Management (PPM) Courses

6.2.0.8

39

Recommended Project and Portfolio Management Learning Path Project and Portfolio Management Essentials

Project and Portfolio Management Advanced

Using Project and Portfolio Management (optional)



7. Configuration Management System

Configuration Management System (CMS) 7.1

Configuration Management System This comprehensive set of tools collects, stores, manages, updates, and presents data about software and infrastructure services configuration so you can lower costs and mitigate risk.

7.1.1

Benefits The benefits of Configuration Management System are: Automated Discovery More than 180 out-of-the-box discovery patterns to offer reduced time to value and increased efficiency for your IT processes. Single Point of Entry Analyze data on all core IT processes through a single interface. The UCMDB Browser provides an easily accessible and high quality experience on tablets and all web browsers. Configuration Management See what’s going on with your system configuration. UCMDB Configuration Manager makes it easy for you to find out if change requests were accurately carried out and identify IT waste or standards drift. Data Integration Bring together all the data you need to support your CMS initiative. More than 30 out-of-the-box integrations can pull data from a variety of vendors to help you create a comprehensive solution.


42

Chapter 7: Configuration Management System

Integrated CMS Solution Increase service quality across your entire service management lifecycle with this integrated HPE portfolio of CMS software plus worldwide services, enablement, and support. Compliance Ensure compliance with regulations and guidelines such as Sarbanes-Oxley by using Improved configuration management controls.


7.2 Configuration Management System Courses

7.2 7.2.0.1

43

Configuration Management System Courses Universal CMDB 10.3 Interactive Training Created by ART (UCMDB01IT) This on-line course is designed for end users who are administrators and managers responsible for using the Universal CMDB application. The course focuses on creating CIs and Relationships; accessing CMDB views, creating and expanding models; creating policies and analyze levels of data; and confirming, managing, and configuring changes.

7.2.0.2

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Managers, Implementors, and Configurers

None

eLearning

None

Self-paced

Universal CMDB Essentials (UCMDB120) This course is designed to provide an understanding of the fundamental concepts and applications of the Universal Configuration Management Database (UCMDB). Participants learn visualization and mapping techniques to build business service views, implement change tracking, perform impact analysis and enrichment of topology data and reporting. This course also covers UCMDB Browser and UCMDB Configuration Manager, which provide different end-user perspectives to analyze and consume UCMDB data. The discussions and scenario-based exercises reinforce skills to optimize business outcomes through the efficient use of the UCMDB, UCMDB Configuration Manager and UCMDB Browser.

7.2.0.3

Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Managers, System Support personnel

None

ILT and VILT

None

Five days

Configuration Management System Advanced (UCMDB350) This course introduces the basic concepts and terminology for the Configuration Management System (CMS). This course demonstrates how to design a CMS and discusses implementation using UCMDB and DDM products. The students will learn how to configure, demo, and extend the change management solution with Service Manager to implement the automate change management process. In addition, students will learn how to learn scope a discovery project and understand the best practices and discovery lifecycle. The students will learn how to write discovery patterns and how to debug the patterns within the UCMDB product.


44

7.2.0.4

Chapter 7: Configuration Management System Audience

Recommended Skills

Type

Prerequisites

Duration

Administrators, Project Managers, Process Owners

Prior experience with scripting language such as Python, Perl, etc.

ILT and VILT

UCMDB120

Four days

Universal Discovery Essentials (UD120) This course is designed to provide an understanding of the fundamental concepts and applications of the Universal Discovery (UD) solution. Participants learn various discovery methods and how to implement them. Federation and leveraging of actionable information are also introduced in the context of Discovery operations and management.

Audience

Recommended Skills

Type

Prerequisites

Duration

Application or Support personnel

Familiarity with the ITIL V3

ILT and VILT

None

Four days


7.2 Configuration Management System Courses

7.2.0.5

Recommended Configuration Management System Learning Path

Universal CMDB Essentials

Configuration Management System Advanced


45

“Education empowers people.”

8. IT Business Analytics

IT Business Analytics automatically gathers metrics from across your IT systems to build key performance indicators. It provides scorecards and dashboards for managers to show them insights in business friendly formats that can help to convey the value of IT. 8.1

IT Business Analytics IT Business Analytics provides scorecards and dashboards for managers to show them insights in business friendly formats that can help to convey the value of IT. Before IT Business Analytics, IT tried to pull together reports using manual processes that were slow, difficult, and with little or no governance. With IT Business Analytics, you can automate the gathering of information from diverse sources, consolidating it, linking it to a service hierarchy, and presenting it in near real time.


48

8.1.1

Chapter 8: IT Business Analytics

Benefits The benefits of IT Business Analytics are: Single source for reporting IT business performance information Out-of-the-box integration with IT Management solutions and more Decision-making and performance data accessed in near real time More time for results analysis and less time gathering and formatting data Cloud and hybrid service alignment demonstrates IT value

8.2 8.2.1

IT Business Analytics Courses IT Business Analytics 10.10 Interactive Training Powered by ART (ITBA01IT) This on-line course is designed for end users who are administrators and managers responsible for using the IT Business Analytics application as a strategy enabler for executives. The course focuses on product terminology and tasks required to use, create, and enable executives of an organization to continuously improve their business by measuring what happened and what is happening, analyzing that information, and planning new strategies using the gathered information.

8.2.2

Audience

Recommended Skills

Type

Prerequisites

Duration


None

eLearning

None

Self-paced

IT Business Analytics Essentials (ITBA120) This course is designed for end users who are Administrators and Managers responsible for using the IT Business Analytics application as a strategy enabler for executives. The course focuses on product terminology and tasks required to use, create, and enable executives of an organization to continuously improve their business by measuring what happened and what is happening, analyzing that information, and planning new strategies using the gathered information.

Audience

Recommended Skills

Type

Prerequisites

Duration


None

ILT and VILT

None

Two days


8.2 IT Business Analytics Courses

8.2.3

49

IT Business Analytics Administration (ITBA350) This course is designed for Administrators responsible for providing, maintaining, and troubleshooting IT Business Analytics as a strategy enabler for their management. The course focuses on learning product terminology and tasks required to use, create, troubleshoot, and enable executives of an organization to continuously improve their business by measuring what happened and what is happening, analyzing that information, and planning new strategies using the gathered information.

8.2.4

Audience

Recommended Skills

Type

Prerequisites

Duration


Participants are expected to possess an average level of expertise with the IT Business Analytics software.

ILT and VILT

ITBA120

Two days

Recommended IT Business Analytics Learning Path IT Business Analytics Interactive Training or IT Business Analytics Essentials

IT Business Analytics Administration



9. Contact Us

Want to enroll in a Training class? Schedule onsite or web-based training? Or ask a Training question? Contact us, we’re here to help! HPE Software Education operates in the Americas, Europe, Middle East, Africa, Asia Pacific and Japan. For questions about training in your region, please contact us using: HPE Software Education From this webpage you can provide us with your contact details and descriptions concerning your inquiry. One of our regional training coordinators will be in touch to assist you. For general feedback please e-mail: [email protected] Hewlett Packard Enterprise Software forums and blogs Join the conversation with experts and colleagues to get advice, discuss issues, and find solutions. Register an account to post on the HPE Community Knowledge Base. HPE Software Education Terms and Conditions



10. The Other Training Plan Guides

Want to learn about courses from Application Delivery Management, Cloud Automation, Business Service Management, Service Portfolio Management, Enterprise Security Products, or Big Data? If so, then please visit the Training Plan Guide Portal. Each Training Plan Guide provides a great way to understand all education offerings. To see the other Training Plan Guides, please visit the following link: http://www.hpsw.co/TPG2015 A breakdown of the different Training Plan Guides is shown below: Application Delivery Management Application Delivery Management (ADM) solutions help you release applications faster through improved collaboration, traceability, and productivity. This Training Plan Guide overviews all offerings within the ADM portfolio. Cloud and Automation The adoption of mobility and cloud computing is accelerating the application life cycle and increasing pressure to take a user-centric approach to design and delivery. This Training Plan Guide overviews all offerings within the Cloud and Automation portfolio.


54

Chapter 10: The Other Training Plan Guides

Business Service Management HPE’s Business Service Management (BSM) software and solutions provide intelligence and actionable insights to manage the performance of enterprise applications, systems, networks, and storage. This Training Plan Guide overviews all offerings within the BSM portfolio. Service and Portfolio Management HPE’s Service and Portfolio Management software and solutions allow you to access comprehensive IT and business services that propel your enterprise to growth and innovation. This Training Plan Guide overviews all offerings within the SPM portfolio. Enterprise Security Products From applications to infrastructure, enterprises and governments alike face a constant barrage of digital attacks designed to steal data, cripple networks, damage brands, and perform a host of other malicious intents. Hewlett Packard Enterprise Security Products (ESP) is our answer to these threats and attacks. This Training Plan Guide overviews all offerings within the ESP portfolio. Big Data Everywhere you look and everything you read confirms the fact that Big Data is one of the highest strategic priorities for virtually every industry and every organization. This Training Plan Guide overviews all offerings within the Big Data portfolio.


Index

Asset Manager Asset Manager, 29 Asset Manager Benefits, 29 Asset Manager Courses, 30 Recommended Asset Manager Learning Path, 32 Asset Manager Courses Asset Manager 9.4 Interactive Training Powered by ART (AM01IT), 30 Asset Manager Essentials (AM120), 30 Asset Manager Modules (AM330), 30 Asset Manager Tailoring (AM350), 31 Configuration Management System Configuration Management System, 41 Configuration Management System Courses, 43 Configuration Management System Advanced (UCMDB350), 43 Configuration Management System Benefits, 41 Recommended Configuration Management System Learning Path, 45 Universal CMDB Essentials (UCMDB120), 43 Universal Discovery Essentials (UD120), 44 Connect-It Connect-It, 33 Connect-It Benefits, 33

Connect-It Courses, 33 Recommended Connect-It Learning Path, 33 Connect-It Courses Connect-It Essentials (CIT120), 33 Contact Us, 51 HPE Software Certifications, 10 HPE Software Education, 11 Control, 11 Getting Ahead of the Game, 12 Protecting your Investment, 11 Return on Investment, 12 Time to Market, 12 IT Business Analytics IT Business Analytics, 47 IT Business Analytics Courses, 48 IT Business Analytics Benefits, 48 Recommended IT Business Analytics Learning Path, 49 IT Business Analytics Courses IT Business Analytics 10.10 Interactive Training Powered by ART (ITBA01IT), 48 IT Business Analytics Administration (ITBA350), 49 IT Business Analytics Essentials (ITBA120), 48


56

Chapter 10: The Other Training Plan Guides

ITSM Benefits, 18 The Joy of Incrementalism, 18 Our Instructors, 15 Make It Interesting, 15 Make It Relevant, 15 Project and Portfolio Management Project and Portfolio Management (PPM) Courses, 37 Recommended Project and Portfolio Management Learning Path, 39 Project and Portfolio Management (PPM) Project and Portfolio Management Benefits, 35 Project and Portfolio Management (PPM) Courses Project and Portfolio Management 9.3 Interactive Training Powered by ART (PPM02IT), 37 Project and Portfolio Management 9.4 Interactive Training Powered by ART (PPM01IT), 37 Project and Portfolio Management Advanced (PPM350), 38 Project and Portfolio Management Essentials (PPM120), 37 Using Project and Portfolio Management (PPM125), 38 Service and Portfolio Management, 7 Connected Intelligence, 7 Service Anywhere Recommended Service Anywhere Learning Path, 28 Service Anywhere, 26 Service Anywhere Benefits, 26 Service Anywhere Courses, 27 Service Anywhere Courses Service Anywhere Administration and Configuration (SAW350), 27 Service Anywhere Delta Interactive Training Powered by ART (SAW01SPD), 27

Service Anywhere Interactive Training Powered by ART (SAW01IT), 27 Service Manager, 20 Recommended Service Manager ART Learning Path, 22 Recommended Service Manager Learning Path, 25 Service Manager Benefits, 20 Service Manager Courses, 21 Service Manager Courses Service Manager 9.40 Additional Topics Interactive Training Powered by ART (SM02IT), 21 Service Manager 9.50 Delta Interactive Training Powered by ART (SM01SP-950), 22 Service Manager 9.50 Interactive Training Powered by ART (SM01IT), 21 Service Manager 9.x Self-Selection Online Package Interactive Training Powered by ART (SM01PKG), 22 Service Manager Administration (SM320), 24 Service Manager Advanced (SM350), 23 Service Manager Change Management (SM240), 24 Service Manager Foundations (SM110), 23 Service Manager Process Designer (PD370), 25 Service Manager Request Fulfillment (SM310), 25 Service Manager Technical Configuration (SM150), 23 The Other Training Plan Guides, 53 Training Delivery Options, 13 Customized Training, 14 eLearning, 14 Instructor Led Training (ILT), 13 Self-Study, 14 Virtual Instructor Led Training, 13 Universal CMDB 10.3 Interactive Training Created by ART (UCMDB01IT), 43
