EncartaLabs

Service Manager - Migration

( Duration: 3 Days )

The Service Manager - Migration training course will demonstrate the process for upgrading a Service Manager system to the latest release, v9.30.

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

  • Describe the lifecycle of an upgrade:
    • Prepare the system for the upgrade
    • Apply the initial (out-of-box) upgrade
    • Perform conflict resolution between your custom objects and the new OOB objects
    • Use the 3-way merge and 2-way merge tools to perform conflict resolution
    • Analyze the upgrade results
    • Test and troubleshoot the upgraded system
  • Understand the cycles required to create a clean custom upgrade
  • Create the custom upgrade
  • Apply the custom upgrade

  • Knowledge of the Service Manager source and target versions
  • At least one year experience tailoring the application
  • Attending training courses on Service Manager 9.x Foundations/Service Manager 9.x Technical Configuration, Service Manager 9.x Advanced and , Service Manager 9.x Administration or equivalent consulting experience)
  • Familiarity with the Service Manager installation process
  • Familiarity with the process of troubleshooting issues
  • Familiarity with all of the Service Manager tailoring tools

  • Customers: Administrators, developers, web developers, and managers who are managing the Service Manager 9.30 software
  • Implementers: Consultants, system architects, integrators and planners who help customers implement Service Manager 9.30 software in a customer environment

COURSE AGENDA

1

Introduction

2

Differentiating Between an Assessment and an Upgrade

  • Define what an upgrade assessment entails
  • Define what a full upgrade entails
  • Outline the steps required for an upgrade assessment
  • Outline the steps required for a full upgrade
  • Document the assessment and the upgrade results
  • Describe the utilities available to help with the assessment and the upgrade
3

The Upgrade Lifecycle

  • Identify the parts of the upgrade lifecycle
  • Estimate the timing for each of the upgrade
  • Describer the repeat cycles of the upgrade
4

Preparing for the Upgrade

  • Determine what information needs to be gathered before the assessment/upgrade
  • Determine what tables need to be cleaned up/archived
  • Describe how to reset operator passwords
  • Describe how to interpret the output from the SQLCOMPARE utility
5

Applying the Initial Upgrade

  • Describe the steps necessary to apply the out-of-box upgrade
  • Interpret the messages issued during the upgrade
  • Describe what needs to be documented
6

Conflict Resolution

  • Understand how to make decisions during conflict resolution
  • Understand how to use the KDiff3 and 2-way merge utilities
  • Understand how to use Service Manager tools to merge records where possible
  • Understand how to document all decisions and tailoring work
7

Testing and Troubleshooting

  • Distinguish between basic testing and troubleshooting and detail testing and troubleshooting
  • Know which steps to test
  • Understand basic traces and how to interpret them
  • Understand how to document test cases and findings as well as fixes
8

Creating and Applying the Custom Upgrade

  • Understand the cycles required to create and test a custom upgrade
  • Understand the steps required to create a custom upgrade
  • Understand the steps required to apply a custom upgrade
  • Understand the required testing steps
  • Understand how to document test findings and to troubleshoot and fix issues encountered

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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