This class 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. The course is 50% lecture and 50% hands-on exercises.

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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Any one of the following courses:

  • SM150-Service Manager 9.x: Technical Configuration
  • SM110-Service Manager 9.x: Foundations for Process Owners

Audience / Job Roles

Administrators, developers, web developers, and managers whoare responsible for configuring and tailoring Service Manager

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Delegates will learn how to

  • Use the Database Manager utility to add, modify, and delete records and to load and unload records
  • Use the Database Dictionary utility to add fields and keys to tables
  • Describe the Service Manager System Language and how it is used
  • Use the Unload Script utility to unload data (for example, to migrate to another system)
  • Use Data Policy to enforce data integrity at the table level
  • Use Forms Designer to add and modify forms
  • Describe the functions of the System Definition utility and use the System Definition utility to add fields to an existing form
  • Use the RAD Debugger to troubleshoot an application and display the value of variables
  • Describe how JavaScript is used by the various Service Manager utilities
  • Describe Dynamic View Dependencies
  • Use the Global Lists utility to create and maintain dynamic and user-defined lists
  • Describe the components of Process Designer
  • Use Process Designer to build workflows, configure business rules, create task plans, and implement security
  • Use the Format Control utility to implement business rules
  • Use the Display Applications utility to modify buttons and drop-down menus
  • Use Links to establish relationships between tables
  • Create and configure views
  • Describe how the To Do queue is populated and how application queues are configured
  • Create menus and dashboards
  • Describe the components of the Document Engine
  • Create and modify wizards
  • Describe how the alert and notification engines work
  • Describe how to import and export data
  • Use activity actions to audit and track changes to specific fields for open, update, and close activities
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Module 1: Introduction to Service Manager

  • Course Objectives
  • Class Schedule
  • Daily Schedule
  • Participants' introductions
  • Class Logistics
  • VILT Instructions
  • Virtual Lab Instructions

Module 2: Introducing Service Manager Utilities

  • List the foundation knowledge components needed to use the Service Manager utilities
  • Describe the base utilities designed to edit records in tables and forms
  • Describe the utilities used to configure features of Service Manager, such as configuring notifications

Module 3: Managing Data

  • Access the Database Manager utility
  • Use Database Manager to manage records in a table (add, updated, delete)
  • Use Database Manager to mass update records
  • Access the Database Dictionary utility
  • Add field names and keys to an existing table
  • Add a new table
  • Use keys to tune performance
  • Identify Service Manager data types and variables
  • Identify the role of current file variables in Service Manager applications
  • Identify operators that perform selected system operations
  • Identify the characteristics of functions and expressions
  • Access the Unload Script utility
  • Describe the features and uses of the Unload Script utility

Module 4: Introducing Data Policy

  • Access the Data Policy option
  • Identify data policy rules
  • Modify a data policy record to filter data
  • Verify data policy changes

Module 4: Introducing Data Policy

  • Access the Data Policy option
  • Identify data policy rules
  • Modify a data policy record to filter data
  • Verify data policy changes

Module 5: Using Forms Designer

  • Describe the functions of the Forms Designer
  • Add fields to an existing form
  • Create a new table using the Form wizard
  • Collapse sections
  • Convert existing tabs to collapsible sections
  • Describe the functions of the System Definition utility
  • Add fields to an existing form

Module 6: Implementation Tools

  • Describe the purpose of the RAD Debugger
  • Identify how to display variables
  • Set and display values using the RAD Debugger
  • List basic JavaScript rules
  • Identify which Service Manager utilities use JavaScript
  • Identify the main features of the Script Library table
  • Describe the JavaScript syntax color codes
  • List additional resources for more information

Module 7: Understanding Dynamic View Dependencies

  • Identify the condition properties for setting Dynamic View Dependencies (DVD) conditional statements
  • Specify the field comparisons, field value matching, and dynamic functions for a property

Module 8: Global Lists

  • Create and display global lists
  • Access the Global Lists utility
  • Configure the Global Lists utility
  • Explain how global lists work

Module 9: Overview of Process Designer

  • Describe the Process Designer components
  • Describe the two different Service Manager 9.4 modes (Classic and Codeless) and which Process Designer modules and components are included with each mode
  • Create workflows using the Workflow Designer
  • Use the Business Rules Editor to implement business logic
  • Use Format Control and Display Application to implement business logic
  • Describe the Process Designer Security Model
  • Use the Task Planner to create tasks

Module 10: Establishing Links

  • Define links
  • Describe how links are used
  • Distinguish between simple and complex links
  • Restrict access to find and fill functions
  • Describe the relationship between pop-up hover forms and link records
  • Create virtual joins to display data from supporting tables
  • Identify the steps to configure a virtual join
  • Create a virtual join with a table object

Module 11: Modifying Queues and Views

  • Define views
  • Create a view using the wizard
  • Create a view from a query
  • Identify the key components for views
  • Describe the features of the application queues
  • Describe where the object records define the default queues
  • Describe the relationship between the operator record profiles and query groups with the audience views
  • Describe how the default To Do queue works
  • Describe how the TodoMap populates data in the Todo table
  • Modify the TodoMap table
  • Modify the default Views for the To Do queue

Module 12: Working with Menus and Dashboards

  • Describe the function of the Menu Manager utility
  • Modify the menu navigation within System Navigator
  • Describe how dashboards works
  • Summarize dashboard limitations
  • List the underlying components

Module 13: Navigating the Document Engine

  • Navigate the Document Engine
  • Access the Document Engine
  • Describe Objects
  • Describe States
  • Describe Processes

Module 14: Introducing Wizards

  • Describe the features and functions of wizards
  • Modify an existing wizard
  • Describe how wizards interact with Format Control

Module 15: Understanding Alerts and Notifications

  • List the components of the Notification Engine
  • Describe how the notifications are invoked
  • Set up and modify notifications
  • List what variables are used and where they get defined
  • Describe how notifications are processed
  • Identify which Service Manager modules use alerts
  • List the components of the alert engine
  • Describe how the alerts are invoked
  • Describe how to configure and modify alerts
  • Describe how alerts are processed

Module 16: Integrating with the ImportExport Utilities

  • Export data from Service Manager
  • Import data to Service Manager

Module 17: Application Auditing (Activity Actions)

  • Identify the types of auditing used in Service Manager
  • Identify application and system fields used for auditing
  • Identify alternative auditing applications
  • Define an activity action

Module 18: Tips and Tricks

  • Find the login connection history
  • Clear the command history
  • Search for and add commands
  • Access useful RAD routines
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