Service Manager 9.x Foundations for Process Owners

Popis kurzu

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 9.5 and the hands-on labs use the version 9.50 applications and version 9.51 server and clients.

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.

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 9.5 and the hands-on labs use the version 9.50 applications and version 9.51 server and clients.

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.

Určeno pro

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

Obsah kurzu

Upon successful completion of this course, you should be able 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 various Service Manager clients: ESS portal, Web client, Windows client, Service Request Catalog (SRC), Mobility client, and the Service Manager Service portal


• Manage Service Manager operators and security access to applications and records


• Describe Smart Analytics and use its various features: Smart Ticket, Smart Search, and Hot Topic Analytics


• Describe the Service Catalog


• Describe Service Manager reporting capabilities

Studijní materiály