Service Manager - Foundations for Process Owners

( Duration: 5 Days )

The Service Manager - Foundations for Process Owners training course provides delegates 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.

By attending Service Manager - Foundations for Process Owners workshop, Participants will learn 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

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





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

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

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

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

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

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

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

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

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

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

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

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

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


  • Describe the Service Manager Mobility client


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

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  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

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