EncartaLabs

Service Manager - Administration

( Duration: 5 Days )

The Service Manager - Administration training course is targeted at system administrators responsible for the day-to-day management of the Service Manager application. The course focuses on the daily, weekly, monthly, quarterly, and annual tasks required to keep the system running efficiently. This course covers software versions 9.21 and 9.3x and the hands-on labs use software version 9.33.

By attending Service Manager - Administration workshop, Participants will learn to:

  • Describe 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 the system to Production
  • Perform daily administrative tasks, such as performing backups and monitoring log files, background processor activity, email activity, and schedule record activity
  • Perform weekly administrative tasks, such as archiving and purging data
  • Perform monthly administrative tasks, such as cleaning up the audit record, monitoring server performance statistics
  • Perform quarterly and annual administrative tasks, such as regenerating the work and holiday schedule records
  • Perform additional administrative tasks, such as importing or exporting records

  • Knowledge of Service Manager - Technical Configuration
  • Knowledge of Service Manager - Foundations for Process Owners

  • Administrators, implementers and managers who are responsible for implementing, configuring and administering Service Manager.

COURSE AGENDA

1

Introduction

2

Service Manager 9.x Introduction

  • Describe the Service Manager components and modules
  • Describe Service Manager environment/architecture
  • Describe Service Manager security and access
  • Describe difference between DBA/SysAdmin/Developer
3

Installing Service Manager 9.33

  • Describe the Service Manager database structure
  • Describe the three-tiered client server architecture
  • Describe the server implementation options
  • Access the Interactive Installation Guide
  • Install the help server
  • Install and configure the Knowledge Management Search Engine
  • Install and configure Mobility
  • Install and configure the Service Request Catalog (SRC) Interface
  • Install the Service Manager database (optional)
  • Install the Service Manager server (optional)
  • Install the Service Manager client (optional)
  • Install the Service Manager web client (optional)
  • Install the Service Manager self-service client (optional)
  • Install Crystal Reports (optional)
  • Troubleshoot the installation (optional)
4

System Language

  • Identify the data types of Service Manager
  • Identify the major types of Service Manager variables
  • Identify the role of current file variables in Service Manager applications
  • Identify the operators that perform selected system operations
  • Identify the characteristics of functions
  • Identify the characteristics of expressions
5

Tasks Before Moving to Production

  • 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
  • Create custom MySM components
  • Use the HTML Email solution
  • Set up calendar and holiday records
  • Manage tables
  • Fine tune keys and queries
  • Use the unload script utility
  • Clean up Out-of-the-Box (OOTB) data
  • Reset the numbers record
  • Reset counters
  • Test system performance
  • Migrate changes from one system to another
  • Use HP Live Network (HPLN)
  • Describe third-party solutions for reporting and survey management
6

Daily Tasks

  • Monitor log files
  • Debug JavaScript
  • Manage the schedule file
  • Monitor background processor activity and automatically restart terminated processes
  • Remove a user or process
  • Send messages to logged-in users
  • Check servlet utilization
  • Make the system quiescent
  • Restart Service Manager processes
  • Check backups
  • Check system locks
  • Debug a suspended/hung system
  • Check the schedule file
  • Check updates to Information Retrieval (IR) files
  • Set up the On Call schedule
  • Monitor email
7

Weekly Tasks

  • Check syslog and msglog files
  • Purge old records
  • Purge/archive user data
  • Import/export data
  • Check RDBMS size limit
  • Check view and favorite creation
  • Running/reading reports
8

Monthly, Quarterly, and Annual Tasks

  • Turn on development auditing
  • Clean up audit records
  • Manage Query by Example (QBE) lists
  • Test backups
  • Monitor server performance statistics
  • Run monthly reports
  • Validate time zone records
  • Manage the work schedule and holiday tables
  • Configure the SLA/SLO time zones
  • Renew production and non-production licenses
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 RAD utilities and routines
10

Service Manager Doctor

  • Explain what SM Doctor is used for
  • Detail the information which can be collected
  • Describe how to run the SM Doctor
  • Look at the results of the SM Doctor
  • Send the SM Doctor results to HP Support

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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