About this course

Course code TPSM240
Duration 5 Days

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 9.30 software to effectively manage the Change Management application, customize and configure the Service Manager 9.30 software using advanced administrative tools, and apply ITIL-based Change Management processes to Service Manager 9.30. 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).

Prerequisites

Any one of the following courses:

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

Who should attend?

  • This course is designed for administrators, developers, web developers, and managers who are responsible for configuring and tailoring the Service Manager Change Management component.

Delegates will learn how to

  • Describe how the change management process works in Service Manager 9.x
  • Summarize the key concepts, elements, and components of change management
  • Modify and specify a form to be used in a phase
  • Create a new change workflow and rule set
  • Introduce a new change management category and subcategory
  • Build a new change template
  • Create a change model and use the Task Planner to create tasks
  • Set user security roles, settings, and assignment groups
  • Create a new approval group and make it a requirement
  • Set a Mandanten requirement
  • Set up a notification to be delivered conditionally
  • Integrate Service Level Management (SLM) with change management
  • Access and export change reports
  • Create related change records from other Service Manager modules
  • Audit modifications to change records
  • Schedule maintenance tasks

Outline

Course Overview

  • Describe the course objectives and the topics presented
  • Identify the logistics of this class, including the daily schedule, features of the virtual room, information about the ebooks, and related courses

Module 1 - Overview of Change Management

  • Describe how the change management Information Technology Infrastructure Library (ITIL) process works in Service Manager 9.x
  • Define what distinguishes change management from other modules
  • Summarize the key concepts and elements of change management
  • Identify the change management components, such as the change, change task, category, workflow, workflow phase, and rule set records

Module 2 - Tables and Forms

  • Identify the Service Manager database tables that store records of importance for Change Management
  • Identify forms used in change workflow phases
  • Modify a form and specify its use in a change phase

Module 3 - Categories and Workflows

  • Create a new change category and subcategory
  • Create a new change workflow and new rule set
  • Build a change template
  • Create a new change model
  • Use the Task Planner to create tasks

Module 4 - Security and Roles

  • Describe the ITIL RACI matrix and change user roles
  • Set user security roles, settings, and assignment groups
  • Create a new approval group and make it a requirement
  • Use Mandanten security

Module 5 - Alerts and Notifications

  • Set up a notification to be delivered conditionally
  • Describe change alerts
  • Set a reminder for a change request

Module 6 - Service Level Management

  • Integrate Service Level Management with Change Management

Module 7 - Reports

  • Access change reports, and key performance indicators (KPIs)

Module 8 - Interoperability

  • Place an order through Service Request Catalog that generates a change record
  • Create a new change from Problem Management
  • Create a new change from Request Fulfillment
  • Update a configuration record from a change

Module 9 - Audits, Archives, and Scheduled Maintenance

  • Enable the auditing of Change Management records
  • List available options for unloading Change Management records
  • Set a scheduled maintenance task

Module 10 - The Change Calendar

  • Access the Service Manager (SM) change calendar
  • Identify the different parts of the SM change calendar
  • List the conflict values and corresponding definitions
  • Create a filter

Module 11 - Integrations

  • Describe various integrations with Change Management
  • Summarize the workflow when Service Manager (SM) is integrated with Release Control (RC) and Universal Configuration Management Database (UCMDB)
  • Describe the integration with Operation Orchestration (OO) and UCMDB

5 Days

Duration

This is a QA approved partner course

Delivery Method

Delivery method

Classroom

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 0345 074 7998 or email us at info@qa.com to discuss how we can help.

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