Overview

This five-day class is targeted at System Administrators responsible for the day-to-day management of the Service Manager application. The course focuses on the tasks required to deploy a new Service Manager system and the ongoing tasks required to keep the system running efficiently. The course is 50% lecture and 50% hands-on exercises. This course covers software version 9.40 and the hands-on labs use software version 9.40.

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).

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Prerequisites

  • Have familiarity with Service Manager processes and workflows
  • Have familiarity with Service Manager configuration tools

Audience/Job Roles

  • System Administrators and other personnel responsible for the implementation of HP Service Manager

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Delegates will learn how to

  • Describe the Service Manager environment and architecture
  • Install the various components of Service Manager
  • Describe the various implementation options (such as default ports, load balancing, components)
  • Perform tasks and set-up activities that are generally performed prior to moving the system to Production
  • Perform ongoing monitoring, debugging, troubleshooting, and administrative tasks
  • Perform additional administrative tasks related to reporting, surveys, and customizing the Web client
  • Perform a health check using the Service Manager Doctor utility
  • Manage your entity relationships, run data reference check reports, and generate entity relationship diagrams
  • Configure Smart Analytics
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Outline

Module 1: Introduction to Service Manager

  • Describe the Service Manager environment
  • Summarize how different components of Service Manager interact
  • Identify what you can do in Service Manager

Module 2: Installing Service Manager

  • Describe the Service Manager architecture
  • Review an OOTB Service Manager base implementation, including:
    • Database
    • Server
    • Windows and Web clients
  • Locate the Service Manager configuration and log files
  • Install and configure the online help
  • Install the Knowledge Management Search Engine
  • Install the Mobile applications
  • Install the Service Request Catalog (SRC)
  • Install the Smart Analytics Engine

Module 3: System Language

  • List the data types of Service Manager
  • Name the major types of Service Manager variables
  • Identify the role of current file variables in Service Manager applications
  • Identify operators that perform selected system operations
  • Summarize the characteristics of functions
  • Summarize the characteristics of expressions

Module 4: Pre-Production Tasks

  • Set defaults in the System Information record
  • Create a failsafe operator record
  • Disable auto-complete
  • Back up the operators table
  • Load and unload files from the command line
  • Move and switch the sm.log file
  • Configure system parameters
  • Remove background processes
  • Manage agents in the startup record
  • Use the system status record
  • Create named users
  • Describe LDAP integration
  • Enable Mandanten file security
  • Create field help
  • Migrate MySM components
  • Set up calendar and holiday records
  • Manage tables
  • Fine tune keys and queries
  • Use the upload script utility
  • Clean up OOTB data
  • Reset the numbers record
  • Reset counters
  • Test system performance
  • Migrate changes from one system to another
  • Use HP Live Network (HPLN)

Module 5: Ongoing Tasks

  • Monitor log files, for example sm.log and msglog
  • Debug JavaScript using Log4js
  • Manage the schedule file
  • Monitor background processor activity
  • Remove a user or process, schedule processes, or automatically restart terminated processes
  • Send messages to logged-in users
  • Check servlet utilization
  • Quiesce the system
  • Check and test backups
  • Check system locks
  • Debug a suspended/hung system
  • Check updates to Information Retrieval (IR) files
  • Configure the On Call schedule
  • Monitor email
  • Purge and archive data
  • Import and export data
  • Check RDBMS file size limit
  • Manage views and favorite
  • Check license usage
  • Check for news on the HP support website
  • Turn on development auditing and manage audit history
  • Manage Query By Example (QBE) lists
  • Monitor server performance statistics
  • Check memory usage
  • Validate time zone records
  • Manage the work schedule and holiday tables
  • Configure the SLA/SLO time zones
  • Renew production and non-production licenses

Module 6: Ongoing Tasks - Reporting, Surveys, and Web Client Configuration

  • Use Crystal Reports to create new reports and update existing reports
  • Schedule reports
  • Set report and dashboard permissions
  • Categorize reports
  • View report status
  • Configure general report settings
  • Enable the replicated reporting database
  • Enable query cache
  • Schedule surveys
  • Change menu icons (and their color)
  • Set the field colors in a list

Module 7: Tips and Tricks

  • Find the login connection history
  • Find the Service Manager command line history
  • Find where launch configurations are stored
  • Search and add command shortcuts
  • Examine useful Replication and Deployment (RAD) utilities and routines

Module 8: Service Manager Doctor

  • Describe the information which can be collected by SM Doctor
  • Run SM Doctor from Windows and from UNIX
  • Examine the results of the SM Doctor
  • Send the SM Doctor results to HPE Support

Module 9: Data Model Utility

  • Use the Relationship Manager Tool
  • Generate the entity relationship diagrams and missing reference report

Module 10: Smart Analytics

  • Configure Smart Analytics: train smart tickets, index hot topic analytics
  • Extend Hot Topic Analytics to other modules
  • Add Filters to the Hot Topic Analytics advanced filter
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