About this Course

Code TPSM120
Duration 3 Days

This course is designed to familiarize you with HP Service Manager and how it applies Information Technology Infrastructure Library (ITIL) best practices. We will review a number of key processes contained within the Service Lifecycle phases and use a business scenario to help explain some key concepts, models, and principles. We will take a look at a new service as it is introduced and works its way through the Service Lifecycle.

The Service Manager processes covered have been certified at the Gold level by the Office of Government Commerce (OGC). We will look some of the criteria used to assess each process.

This course is a mixture of lecture and hands-on labs, which use version 9.3 of the software.


  • For process owners, project managers, and other managers who need to understand ITIL V3 and how it relates to Service Manager
  • Administrators, implementers, and managers who are responsible for implementing, configuring and administering Service Manager.


No prerequisites required but students would find it advantageous to have some knowledge of ITIL and Service Manager

Delegates will learn how to

  • Explain the key principles and models covered in ITIL
  • User the generic concepts and definitions relating to the service lifecycle
  • Explain the following processes in terms of ITIL:
    • Service Level Management, Service Catalog Management, and Availability Management
  • Describe the roles and responsibilities
  • Explain functions


Class Logistics

  • Participant introductions
  • Administration and Housekeeping
  • Facilities
  • Participants' responsibilities
  • Course objectives
  • Course outline
  • Exercises

Module 1: Introducing ITIL V3 and Service Manager 9.x

  • Explain ITIL
  • Explain best practice and good practice
  • Define a service
  • Define a function
  • Define a process
  • Introduce HP Service Manager processes
  • Explain the basic process model
  • Define the characteristics of a process
  • Define the process owner
  • Define the service owner

Module 2: Understanding the Service Lifecycle

  • Describe the structure, scope, components, and interfaces of the Service Lifecycle
  • Account for the main goals and objectives and value brought to the business by:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Module 3: Understanding the Service Strategy

  • Describe the concepts and definitions
  • Review the principles and models
  • Review processes for Service Portfolio Management

Module 4: Understanding the Components of Service Design

  • Describe various concepts and definitions
  • Review the principles and models
  • Review processes for the following:
    • Service Level Management
    • Service Catalog Management
    • Availability Management

Module 5: Understanding the Service Transition

  • Identify concepts and definitions
  • Identify processes:
    • Change Management
    • Service Asset and Configuration Management
    • Knowledge Management

Module 6: Understanding Service Operations

  • Identify concepts and definitions
  • Identify processes:
  • Identify functions:

Module 7: Continuous Service Improvement

  • Explain principles and models of Continuous Service Improvement (CSI)

3 Days


This is a QA approved partner course

Delivery Method

Delivery method


Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0113 220 7150 or email us at info@qa.com to discuss how we can help.

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