Service Manager 9.x Administration (SM320)


Course Overview

This five-day class is targeted at System Administrators who are 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% labs (hands-on labs and simulations). This course covers software version 9.6x and the labs use software version 9.62. 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).

Who should attend

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


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

Course Objectives

  • 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 thesystem to Production
  • Perform ongoing monitoring, debugging, troubleshooting, and administrative tasks
  • Perform additional administrative tasks related to reporting, surveys, and customizingthe Web client
  • Perform optional tasks, such as:
    • Configuring Smart Analytics
    • Managing your entity relationships, running data reference check reports, andgenerating entity relationship diagrams

Course Content

Module 1:Course Overview
  • Identify the contents and objectives of the course
  • Define the class schedule and class logistics
  • Identify the related courses
  • Discuss the lab environment details
Module 2: 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 3: Installing Service Manager
  • Describe the Service Manager architecture
  • Locate the Service Manager configuration and log files
  • Install the Service Manager Server
  • Apply a server patch
  • Install the Windows client
  • Install the Web tier
  • Service Manager 9.62 Platform components Upgrade
  • Install the Knowledge Management (KM) Search Engine
  • Configure the KM environment
  • Install the Mobile applications
  • Install the Service Request Catalog (SRC)
  • Install the Smart Analytics Engine
Module 4: 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 Managerapplications
  • Identify operators that perform selected system operations
  • Summarize the characteristics of functions
  • Summarize the characteristics of expressions
Module 5: 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
  • Set up calendar and holiday records
  • Manage tables
  • Fine tune keys and queries
  • Use the Unload Script utility
  • Clean up OOTB data
  • Reset the numbers record
  • Reset counters
  • Configure attachment type and size
  • Test system performance
  • Migrate changes from one system to another
  • Use ITOM Marketplace
Module 6: 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 automaticallyrestart 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 favorites
  • Check license usage
  • Check for news on the support web site
  • Turn on development auditing and manage audit history
  • Create revisions
  • 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 Service Level Agreement/Service Level Objective(SLA/SLO) time zones
  • Renew production and non-production licenses
Module 7: Ongoing Tasks – Reporting, Surveys, and Web Client Configuration
  • Schedule reports
  • Set report and dashboard permissions
  • Categorize reports
  • View report status
  • Configure general report settings
  • Enable the replicated reporting database
  • Enable query cache
  • Update Survey templates and schedule surveys
  • Customize the Web client interface:
  • Change menu icons (and their color)
  • Set the field colors in a list
Module 8: Using the Data Model Utility
  • Describe how time periods and the calendar widget are used
  • List the various email solutions
  • Configure Smart Analytics
  • Configure Smart Analytics: train smart tickets, index Hot TopicAnalytics
  • Extend Hot Topics Analytics to other modules
  • Add filters to the Hot Topic Analytics advanced filter
  • Describe the HTML editor and attachments whitelist
  • Enable copy/paste for modules other than KM
  • Use the Data Model utility
Module 9: 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 androutines
Module 10: Enhancements of 9.6
  • Calculate risks
  • Create a risk factor
  • Create a risk group
  • Navigate the page and set focus
  • Access Toolbar
  • Perform smart Search

Preise & Trainingsmethoden

Online Training

5 Tage

Preis (exkl. MwSt.)
  • 2.189,– €
Classroom Training

5 Tage

Preis (exkl. MwSt.)
  • Deutschland: 2.189,– €
  • Schweiz: 2.189,– €


Instructor-led Online Training:   Kursdurchführung online im virtuellen Klassenraum.


Zeitzone: Mitteleuropäische Sommerzeit (MESZ)   ±1 Stunde

Online Training Zeitzone: Mitteleuropäische Sommerzeit (MESZ) Kurssprache: Englisch