About this course

Course code TPSM110
Duration 5 Days

This introductory course provides students with the skills needed to effectively use and manage the Service Manager 9.x software product. This course, which focuses on teaching the processes embedded in Service Manager, lasts five days and is a mixture of lectures and hands-on exercises. This course covers software versions 9.4 and the hands-on labs use software version 9.4.

This course is designed for new users of Service Manager who are familiar with IT Service manager (ITSM) Information Technology Infrastructure Library (ITIL) concepts and want to learn how the Service Manager 9.x workflow engine and application platform automates, facilitates, and enforces these key ITSM ITIL processes.

Users who are tasked with configuring Service Manager for their organization should attend Service Manager 9.x Technical Configuration.

Prerequisites

There are no prerequisites for this course.

Audience/Job Roles

Process Owners, project managers, and other managers who are new to Service Manager.

Delegates will learn how to

  • Describe the processes, workflows, key features, and components for the following modules: Employee Self Service (ESS) and Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Service Level Management, and Request Fulfillment
  • Use the Service Manager Web client and Windows client, as well as the ESS portal
  • Manage Service Manager operators and security access to applications and records
  • Describe the Service Catalog
  • Use the Mobility client
  • Describe Service Manager reporting capabilities

Outline

Course Overview

  • Describe the contents of the course
  • State the goals of the course
  • Recognize fellow participants
  • Describe the class schedule

Module 1: Introduction to Service Manager

  • Describe the intent of Service Manager
  • Describe the IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
  • Describe how ITIL and Service Manager fit into ITSM
  • Describe key features of Service Manager
  • Describe the multi-language support for Service Manager

Module 2: Navigating Service Manager

  • Log in to Service Manager
  • List the differences between the Windows and Web clients
  • Use queues and views
  • Save a view to Favorites
  • Use the options menu and toolbar functions
  • Change the Service Manager interface settings
  • Search records, including using advanced capabilities
  • Explain Find, Fill, Show Context, and Hover buttons
  • Navigate the online help
  • Use field-level help
  • Use the Interactive Installation Guide

Module 3: Employee Self Service and Service Desk

  • Describe the user interaction and its role in ITSM
  • Describe the Employee Self Service features
  • Describe the Service Desk features
  • Describe Service Desk processes and workflows
  • Register and categorize interactions
  • Apply a template to an interaction
  • Assess the priority of an interaction
  • Use smart indicators to find related interactions
  • Escalate interactions
  • Link interactions to other records

Module 4: Incident Management

  • Describe Incident Management and its associated roles
  • Describe the Incident Management process and workflows
  • Describe the key features of Incident Management
  • Escalate and close incidents
  • Describe the components of Incident Management
  • Add assignment groups
  • Add operators to assignment groups
  • Categorize incidents

Module 5: Problem Management

  • Describe the difference between Incident Management and Problem Management
  • Describe the Problem Management roles
  • Describe the Problem Management process and workflows
  • Describe the key features of Problem Management
  • Describe the components of Problem Management

Module 6: User Administration

  • Identify the relationships among environment, operator, security roles, capability words, and user roles
  • Describe environment records
  • Connect to Service Manager as different users
  • Add permissions to applications to users
  • Describe how menus are mapped to user roles
  • Create and edit Security Areas and Security Roles
  • Create and edit a user role
  • Define security folders

Module 7: Change Management

  • Describe Change Management
  • Describe the Change Management roles
  • Describe the Change Management process and workflows:
  • Change Proposal
  • Normal Change
  • Standard Change
  • Emergency Change
  • Describe the key features of Change Management
  • Describe the components of Change Management
  • Create change categories and models
  • Configure change approvals and alerts

Module 8: Configuration Management

  • Describe Configuration Management and its associated roles
  • Describe the Configuration Management process
  • Describe the key features of Configuration Management
  • Classify Configuration Items (CIs)
  • View subscriptions
  • Visualize CI relationships
  • Describe the components of Configuration Management
  • View and add CIs
  • Add Configuration Types
  • Change the device type for a CI
  • Modify CIs in a CI Group
  • View baselines and recognize baseline state discrepancies

Module 9: Knowledge Management

  • Describe Knowledge Management and its associated roles
  • Describe the Knowledge Management process and workflow
  • Describe the key features of Knowledge Management
  • Describe the components of Knowledge Management
  • Search the knowledgebase
  • Contribute knowledge
  • Categorize new knowledge articles
  • Add knowledge categories and subcategories

Module 10: Service Level Management

  • Describe Service Level Management and its associated roles
  • Describe the Service Level Management process and workflow
  • Describe the key features of Service Level Management
  • Create and updated SLAs and SLTs
  • Configure delivery objectives for Service Catalog items

Module 11: Service Catalog

  • Describe the Service Catalog
  • Describe the Service Catalog stakeholders
  • Describe the components of the Service Catalog
  • Perform the various tasks needed to establish a Service Catalog:
    • Create categories
    • Configure operator access to catalog items
    • Add service and support items to the catalog
    • Create information-only items
    • Define user selection fields and additional fields for catalog items
    • Define catalog bundles

Module 12: Service Request Catalog

  • Describe the key features of the Service Request Catalog
  • Request items from the Service and Support catalogs
  • Use the global search utility to perform a search against the Knowledgebase and service/support catalogs
  • Approve requests
  • Delegate approvals

Module 13: Request Fulfillment

  • Describe how Request Fulfillment differs from Change Management
  • Describe the Request Fulfillment roles
  • Describe the Request Fulfillment process and workflows
  • Describe key features of Request Fulfillment:
    • Models
    • Product catalog record
    • Vendors
    • Reorder rules

Module 14: Mobility

  • Describe the Service Manager Mobility client

Module 15: Reporting

  • Describe the reporting options available with Service Manager
  • Work with the Service Manager built-in reporting feature
  • Integrate Service Manager with Crystal Reports

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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