Course ID 00650643
HP product number SM150
Course format ILT, SCA
Typical Course length 5 days
Delivery languages English
Related certifications
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Course description

This introductory course teaches you the technical skills to effectively use and configure the HP Service Manager 9.x software product. This course focuses on how to configure Service Manager to match the processes, policies, and procedures in the out of the box environment. This course is a mixture of lectures and hands on exercises. This course covers software versions 9.21 and 9.3 and the hands on labs use software version 9.3.

Ideal candidate for this course

This course is for technical users who are new to HPE Service Manager.
Customers: Administrators,
developers, web developers, and managers who configure and tailor Service Manager 9.30.
For Process Owners, Project
Managers, and other managers
who desire a more technical view of Service Manager than the Service Manager 9.30
Foundations process oriented


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: Introduction to Service Manager
    • Describe the intent of Service Manager.
    • Define how Service Manager fits in ITSM portfolio and ITILīŖ¨
    • Describe Service Manager processes and best practices.
    • Describe ITSM features within Service Manager.
    • List HP products that integrate with Service Manager.
  • Module 2: Navigating Service Manager
    • Log into and compare the Service Manager Web and Windows Client interfaces.
    • Use queues and views.
    • Save a view to Favorites.
    • Use the options menu and toolbar functions.
    • Change the Service Manager Interface settings.
    • Search records, and use advanced capabilities.
    • Navigate to online help.
  • Module 3: Understanding the Service Manager Processes
    • Describe the goals, features, and benefits for each of the Service Manager components.
    • Understand the Service Manager processes and workflows.
    • Describe the embedded Best Practices.
    • Understand the workflows.
    • Describe the interoperability among the Service Manager modules.
  • Module 4: User Security Administration
    • Identify the relationship among environment, operator, profile, capability words, and user roles.
    • Understand environment records.
    • Connect to Service Manager as different users
    • Add permissions to applications for users.
    • Understand how menus are mapped to user roles.
    • Create and edit profiles.
    • Create roles.
    • Define security folders.
  • Module 5: Approvals and Approval Delegations
    • Define approvals and approval groups.
    • Approve changes and requests.
    • Add approvers.
    • Delegate approval authority to another group or operator.
  • Module 6: Reporting
    • Describe the reporting options available with Service Manager
    • Integrate Service Manager with Crystal Reports.
  • Module 7: Configuring the Configuration Management Module
    • Understand how to switch a CI to a different type.
    • Understand CI Groups and CI Relationships.
    • Understand baselines.
    • Understand authorized and actual CI states.
    • Configure the environment record settings.
    • Add a new CI type.
  • Module 8: Configuring the Service Desk Module
    • View operator record settings for Self Service users.
    • View operator record settings for Service Desk analysts.
    • Create operator records from operator templates.
    • Discuss environment record settings.
    • Discuss interaction tables and forms.
  • Module 9: Configuring the Incident Management Module
    • Configure operator and profile settings.
    • Create a new assignment group.
    • Understand multi-level categorization.
    • Create new area and sub-area records.
    • Describe the alert and escalation process.
    • Describe interoperability with other SM applications.
    • Configure environment record settings.
    • Define the Incident Management tables and forms.
  • Module 10: Configuring the Problem Management Module
    • Configure the environment records settings.
    • Configure the operator and profile settings.
    • Describe interoperability with other SM applications.
  • Module 11: Configuring the Change Management Module
    • Configure the operator and profile settings.
    • Configure the environment record settings.
    • Describe interoperability with other SM applications.
    • Create a change category.
    • Create a phase definition record.
  • Module 12: Configuring the Request Management Module
    • Identify the Request Management catalog.
    • Create and configure model/catalog record.
  • Module 13: Configuring the Service Catalog Module
    • Add catalog items to the Service Catalog.
    • Add bundles of items to the Service Catalog.
    • Modify the Service Request Catalog (SRC) Web Client ordering wizard.
  • Module 14: Configuring Knowledge Management
    • Identify knowledge management tasks.
    • Contribute a knowledge document.
    • Manage document views.
  • Module 15: Configuring Service Level Agreements
    • Configure the Service Level Agreement catalog.
    • Describe the tasks needed to configure SLAs.
    • Understand how SLAs are linked to other applications.
  • Module 16: Configuring Integrations
    • Describe the various methods to integrate with Service Manager.
    • Understand the Integration Manager utility.
    • Describe the steps required to integrate Release Control and Operations Orchestration with Service Manager


This course prepares you to:
  • Describe the role and intent for each of the Service Manager components.
  • Understand the Service Manager processes, workflows, and best practices.
  • Use the Service Manager Web and Windows Client, as well as the Employee Self Service portal.
  • Navigate online help.
  • Add permissions to applications for users.
  • Define approvals and approval groups.
  • Describe SM reporting capabilities.
  • Understand CIs and CI Relationships.
  • Use administrative security tools to manage Service Manager operators.
  • Configure operator, profile, role, environment, folder, and contact objects.
  • Open a new interaction with Service Manager Service Desk, and then follow its escalation through Incident Management, Problem Management, and Change Management, and use the built in ITIL standards and best practices.
  • Configure the Service Manager components.
  • Create new incident management categorizations: areas and subareas.
  • Add new categories and phases.
  • Describe the various integration technologies and how to integrate Service Manager to other products with the Integration Manager Utility

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.