Module 1: 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 2: Installing Service Manager
- Describe the Service Manager architecture
- Review an OOTB Service Manager base implementation, including:
- Database
- Server
- Windows and Web clients
- Locate the Service Manager configuration and log files
- Install and configure the online help
- Install the Knowledge Management Search Engine
- Install the Mobile applications
- Install the Service Request Catalog (SRC)
- Install the Smart Analytics Engine
Module 3: 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 Manager applications
- Identify operators that perform selected system operations
- Summarize the characteristics of functions
- Summarize the characteristics of expressions
Module 4: 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
- Migrate MySM components
- Set up calendar and holiday records
- Manage tables
- Fine tune keys and queries
- Use the upload script utility
- Clean up OOTB data
- Reset the numbers record
- Reset counters
- Test system performance
- Migrate changes from one system to another
- Use HP Live Network (HPLN)
Module 5: 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 automatically restart 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 favorite
- Check license usage
- Check for news on the HP support website
- Turn on development auditing and manage audit history
- 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 SLA/SLO time zones
- Renew production and non-production licenses
Module 6: Ongoing Tasks - Reporting, Surveys, and Web Client Configuration
- Use Crystal Reports to create new reports and update existing reports
- Schedule reports
- Set report and dashboard permissions
- Categorize reports
- View report status
- Configure general report settings
- Enable the replicated reporting database
- Enable query cache
- Schedule surveys
- Change menu icons (and their color)
- Set the field colors in a list
Module 7: 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 and routines
Module 8: Service Manager Doctor
- Describe the information which can be collected by SM Doctor
- Run SM Doctor from Windows and from UNIX
- Examine the results of the SM Doctor
- Send the SM Doctor results to HPE Support
Module 9: Data Model Utility
- Use the Relationship Manager Tool
- Generate the entity relationship diagrams and missing reference report
Module 10: Smart Analytics
- Configure Smart Analytics: train smart tickets, index hot topic analytics
- Extend Hot Topic Analytics to other modules
- Add Filters to the Hot Topic Analytics advanced filter
