Course ID 00245832
HP product number SM350-93
Course format ILT, SCA
Typical Course length 5 days
Skill level Advanced
Delivery languages English
Related certifications
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Course description

This course focuses on the tools and utilities used to tailor a Service Manager system. The course is 50% lecture and 50% hands on exercises.
Software Versions: 9.21 & 9.31

Ideal candidate for this course

Administrators, developers, web developers, and managers who are responsible for configuring and tailoring Service Manager

This course is for users who are experienced with Service Manager, or have taken either the Technical Configuration course or the Foundations for Process Owners course.


This course is designed for users who are experienced with Service Manager, or have taken one of the level 100 courses (Technical Configuration or Foundations for Process Owners).
For complete prerequisites and requirements to achieve any of the related certifications or upgrade paths, see the certification description on the Certification and Learning website.


  • Module 1: Introducing Service Manager Utilities
    • Introducing Base Service Manager Utilities
    • Introducing Advanced Service Manager Utilities
    • Introducing Other Utilities used by Service Manager
    • Introducing Implementation Utilities
  • Module 2: Managing Data
    • Database Manager
    • Load and Unload Utility
    • Describing the Function of the Database Definition Utility
    • Adding Field Names to existing Tables
  • Module 3: Introducing Data Policy
    • Accessing Data Policy
    • Identifying the Different Rules in Data Policy
    • Modifying the Data Policy Record to Filter Data
    • Verifying Data Policy Records
  • Module 4: Using Forms Designer
    • Describing the Function of Forms Designer
    • Adding Fields to existing Forms
    • Creating a New Form using the Form Wizard
    • Converting Tabbed Forms to Collapsible Forms and Reverting from Collapsible Forms to Tabbed Forms
  • Module 5: Implementation Tools
    • System Language (Filtered Queries, Complex Expressions, Common Functions)
    • Using the RAD Debugger
    • Introduction to JavaScript
  • Module 6: Forms Designer: Understanding Dynamic View Dependencies
    • Field Comparisons
    • Field Matching Values
    • Dynamic Functions
  • Module 7: Working with Global Lists
    • Accessing and Using Global Lists
    • Configuring Localized Global Lists
  • Module 8: Working with Format Control
    • Describing the Function of the Format Control Utility
    • Ensuring Data Integrity using Format Control
  • Module 9: Establishing Links
    • Data Movement using Links
    • Simple versus Complex Links
    • Restricting Access to Fill and Find Functions
    • Virtual Joins and Popup Hover Forms
  • Module 10: Modifying Queues and View
    • Creating and Configuring Views
    • Understanding Queues
    • Working with To Do Queues and Views
  • Module 11: Working with Menus and MySM
    • Creating Menus
    • Using MySM
  • Module 12: Navigating the Document Engine
    • Defining and Explaining How The Document Engine Works
    • Showing Relationships among Wizards, To Do Views, and Document Engine
    • Navigating Objects, States, and Processes
    • Understanding How to Modify Search Configuration Tab
  • Module 13: Understanding Display Applications
    • Displaying Options
    • Defining How Screen, Options, and Events Work
    • Describing the Relationship with the Document Engine
    • Learning How to Add and Modify Display Options
    • Adding a New Display Option to Launch a Stored Query
  • Module 14: Introducing Wizards
    • Features and Functions of Wizards
    • Modifying an Existing Wizard
    • Describe How Wizards Interact with Format Control
  • Module 15: Understanding Alerts and Notifications
    • Listing the Components of the Notification Engine
    • Listing the Components of the Alert Engine
    • Describing How the Notification and Alert Engines get Invoked
    • Describing How to Set Up and Modify Notifications
    • Listing What Variables are Used and Where They get Defined
  • Module 16: Best Practices for Configuration and Tailoring
    • Understanding the Differences between Configuration, Tailoring and Customization
    • Levels of Application Configuring and Tailoring
    • Tips for Successful Tailoring
  • Module 17: Using Process Designer
    • Understanding How to Build a New Workflow
    • Viewing the KM Workflow, including KM Rules
    • Processing a KM Document
  • Module 18: Getting Data in and out of Service Manager - Import/Export Utilities
    • Overview of Web Services, HP Service Manager Automation (SCAuto) and HP Connect-It, LDAP
    • Using the Import/Export Utilities
    • Mass Update - Complex - Mandanten
  • Module 19: Service Manager Application Auditing (Activity Actions)
    • Understanding How Auditing and History are Used in the Applications
    • How to Track Modifications to Service Manager Objects
    • Activity Records - Doc Engine


This course prepares you to:
  • Add, modify, and delete records using Database Manager
  • Modify database dictionaries to add fields to tables
  • Understand how to use Data Policy
  • Understand relationship between forms and tables
  • Add and modify forms
  • Set up business rules using format control
  • Understand Links and Dynamic View Dependencies
  • Modify the system navigator and MySm
  • Understand how to create and modify wizards
  • Use Display Applications to modify buttons and dropdown menus
  • Understand how the document engine works
  • Define and explain how the alert and notification engines work
  • Understand the best practices for configuring and tailoring
  • Understand how to get data in and out of Service Manager using the base utilities

How to register

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Policies, fees and cancellations

Course fees may vary and are established and collected by the training center delivering the course. Cancellation fees may apply. Contact your HPE Authorized Training Partner for their respective policies.

Learning resources that were developed before the Hewlett-Packard Company separation might contain some content and brand elements that have not been updated for Hewlett Packard Enterprise. Learning resources with the highest usage are updated.