HP Service Manager 9.x Software training

SM320 - HP Service Manager 9.x Administration Training

Course description

The course focuses on the daily, weekly, monthly, quarterly, and annual tasks required to keep the system running efficiently. The course is 50% lecture and 50% hands-on exercises. This course covers software versions 9.21 and 9.3 and the hands-on labs use software version 9.3.

Who should attend

Administrators, implementers and managers who are responsible for implementing, configuring and administering Service Manager 9.30. This class is targeted at system administrators responsible for the day to day management of the Service Manager application.
This course is designed for users who are experienced with Service Manager, or have taken one of the level 100 courses (Technical Configuration or Foundations for Process Owners).

Prerequisites

Any one of the following courses:
• SM150-Service Manager 9.x: Technical Configuration
• SM110-Service Manager 9.x: Foundations for Process Owners
For complete prerequisites and requirements to achieve any of the related certifications or upgrade paths, see the certification description on the HP ExpertOne website.

Topics

  • Introduction to Service Manager
  • Describe the Service Manager components and modules
  • Describe Service Manager environment/architecture
  • Describe Service Manager security and access
  • Describe difference between DBA/SysAdmin/Developer
  • Installing Service Manager 9.30
  • Describe the Service Manager database structure
  • Describe the three-tiered client server architecture
  • Describe the server implementation options
  • Access the Interactive Installation Guide
  • Install the help server
  • Install and configure the Knowledge Management Search Engine
  • Install and configure Mobility
  • Install and configure the Service Request Catalog (SRC) Interface
  • Install the Service Manager database (optional)
  • Install the Service Manager server (optional)
  • Install the Service Manager client (optional)
  • Install the Service Manager web client (optional)
  • Install the Service Manager self-service client (optional)
  • Install Crystal Reports (optional)
  • Troubleshoot the installation (optional)
  • System LanguageIV.
  • Identify the data types of Service Manager
  • Identify the major types of Service Manager variables
  • Identify the role of current file variables in Service Manager applications
  • Identify the operators that perform selected system operations
  • Identify the characteristics of functions
  • Identify the characteristics of expressions
  • PreProduction Tasks
  • Setting defaults in the System Information record
  • Create a “failsafe” operator record
  • Backup the operators table
  • Load unload files from the command line
  • Set up the inactivity timer
  • Create named users
  • Understand LDAP Integration
  • Enable Mandanten File Security
  • Create Field Help
  • Create Custom MySM Components
  • HTML Email solution
  • Backup/move log files
  • Set up calendar/holiday records
  • Parameters
  • Fine tune keys and queries
  • Disable background processes
  • Clean up OOB data
  • Use the unload script utility
  • Reset the numbers record
  • Reset counters
  • System Performance Testing
  • Move files from one system to another
  • Learn about HP Live Network (HPLN)
  • MarketTools Survey Solution
  • Westbury SMI Suite for reporting
  • System Administrator – Daily Tasks
  • Monitor log files
  • Monitor system status
  • Monitor services
  • Check backups
  • Check system locks
  • Check the schedule file
  • Check irq table
  • Monitor email
  • Monitor java heap space and shared memory usage
  • Check servlet utilization
  • System quiesce
  • Java script debug
  • System Administrator – Weekly Tasks
  • Check syslog and msglog files
  • Purge old records
  • Purge/archive user data
  • Import/export data
  • Check RDBMS size limit
  • Check view and favorite creation
  • Running/reading reports
  • System Administrator – Monthly Tasks
  • Clean up audit records
  • Manage development auditing
  • Modify QBE displays
  • Test backups
  • Monitor server performance statistics
  • Run monthly reports
  • System Administrator – Quarterly Tasks
  • Validate time zone records
  • Run quarterly reports
  • System Administrator – Annual Tasks
  • Manage the holiday table
  • Create new work and holiday schedules
  • Configure the system for multiple time zones/countries
  • Renew non-production licenses
  • Tips and Tricks
  • Where to find the login connection history
  • How to clear the command history
  • Searching and adding commands
  • Useful RAD utilities and routines

Objectives

  • After completing this course, you should be able to do the following:
  • Describe Service Manager environment and architecture
  • Install the various components of Service Manager
  • Learn the various implementation options (i.e. default ports, load balancing, components)
  • Perform tasks and set-up activities that are generally performed prior to moving the system to Production.
  • Perform daily administrative tasks such as performing backups and monitoring log files, background processor activity, email activity, and schedule record activity.
  • Perform weekly administrative tasks such as archiving and purging data
  • Perform monthly administrative tasks such as cleaning up the audit record, monitoring server performance statistics
  • Perform quarterly and annual administrative tasks such as regenerating the work and holiday schedule records.
  • Perform additional administrative tasks, such as importing or exporting records.

SM150 - Service Manager 9.x Technical Configuration

Course description

This introductory course provides you with the technical skills needed to effectively use and configure the HP 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 course is a mixture of lectures and hands on exercises. This course covers software versions 9.21 and 9.3 and the hands‐on labs use software version 9.3.

Who should attend

This course is designed for technical users who are new to HP Service Manager.
Customers: Administrators,
developers, web developers, and managers who are responsible for configuring and tailoring Service Manager 9.30.
For Process Owners, Project
Managers, and other managers
who desire a more technical view of Service Manager than the Service Manager 9.30
Foundations process oriented
class.

Prerequisites

For complete prerequisites and requirements to achieve any of the related certifications or upgrade paths, see the certification description on the HP ExpertOne website.

Topics

Module 1: Introduction to Service Manager
Describe the intent of Service Manager.
Define how Service Manager fits in ITSM portfolio and ITIL
Describe Service Manager processes and best practices.
Describe ITSM features within Service Manager.
List HP products that integrate with Service Manager.
Module 2: Navigating Service Manager
Log into and compare the Service Manager Web and Windows Client interfaces.
Use queues and views.
Save a view to Favorites.
Use the options menu and toolbar functions.
Change the Service Manager Interface settings.
Search records, and use advanced capabilities.
Navigate to online help.
Module 3: Understanding the Service Manager Processes
Describe the goals, features, and benefits for each of the Service Manager components.
Understand the Service Manager processes and workflows.
Describe the embedded Best Practices.
Understand the workflows.
Describe the interoperability among the Service Manager modules.
Module 4: User Security Administration
Identify the relationship among environment, operator, profile, capability words, and user roles.
Understand environment records.
Connect to Service Manager as different users
Add permissions to applications for users.
Understand how menus are mapped to user roles.
Create and edit profiles.
Create roles.
Define security folders.
Module 5: Approvals and Approval Delegations
Define approvals and approval groups.
Approve changes and requests.
Add approvers.
Delegate approval authority to another group or operator.
Module 6: Reporting
Describe the reporting options available with Service Manager
Integrate Service Manager with Crystal Reports.
Module 7: Configuring the Configuration Management Module
Understand how to switch a CI to a different type.
Understand CI Groups and CI Relationships.
Understand baselines.
Understand authorized and actual CI states.
Configure the environment record settings.
Add a new CI type.
Module 8: Configuring the Service Desk Module
View operator record settings for Self Service users.
View operator record settings for Service Desk analysts.
Create operator records from operator templates.
Discuss environment record settings.
Discuss interaction tables and forms.
Module 9: Configuring the Incident Management Module
Configure operator and profile settings.
Create a new assignment group.
Understand multi-level categorization.
Create new area and sub-area records.
Describe the alert and escalation process.
Describe interoperability with other SM applications.
Configure environment record settings.
Define the Incident Management tables and forms.
Module 10: Configuring the Problem Management Module
Configure the environment records settings.
Configure the operator and profile settings.
Describe interoperability with other SM applications.
Module 11: Configuring the Change Management Module
Configure the operator and profile settings.
Configure the environment record settings.
Describe interoperability with other SM applications.
Create a change category.
Create a phase definition record.
Module 12: Configuring the Request Management Module
Identify the Request Management catalog.
Create and configure model/catalog record.
Module 13: Configuring the Service Catalog Module
Add catalog items to the Service Catalog.
Add bundles of items to the Service Catalog.
Modify the Service Request Catalog (SRC) Web Client ordering wizard.
Module 14: Configuring Knowledge Management
Identify knowledge management tasks.
Contribute a knowledge document.
Manage document views.
Module 15: Configuring Service Level Agreements
Configure the Service Level Agreement catalog.
Describe the tasks needed to configure SLAs.
Understand how SLAs are linked to other applications.
Module 16: Configuring Integrations
Describe the various methods to integrate with Service Manager.
Understand the Integration Manager utility.
Describe the steps required to integrate Release Control and Operations Orchestration with Service Manager

Objectives

After completing this course, you should be able to do the following:
Describe the role and intent for each of the Service Manager components.
Understand the Service Manager processes, workflows, and best practices.
Use the Service Manager Web and Windows Client, as well as the Employee Self Service portal.
Navigate online help.
Add permissions to applications for users.
Define approvals and approval groups.
Describe SM reporting capabilities.
Understand CIs and CI Relationships.
Manage Service Manager operators using administrative security tools.
Configure operator, profile, role, environment, folder, and contact objects.
Open a new interaction with Service Manager Service Desk, and then follow its escalation through Incident Management, Problem Management, and Change Management, utilizing the built-in ITIL standards and best practices.
Configure the Service Manager components.
Create new incident management categorizations: areas and subareas.
Add new categories and phases.
Describe the various integration technologies and how to integrate Service Manager to other products using the Integration Manager Utility

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