Course ID 00650938
HP product number SM320
Course format SCA
Typical Course length 5 days
Delivery languages English
Related certifications
In preparation for these exams
Selected items from this course are included in these exams:
Take this course.
Register for this course on the HPE Software Education website. Select your region and country, and enter the course name in the search box.
Note: This course will have a different Course ID and may, or may not, be offered as an ILT, WBT, or other delivery type.

Course description

The course focuses on the daily, weekly, monthly, quarterly, and annual tasks required to keep the system running efficiently. The course is 50% lecture and 50% hands-on exercises. This course covers software versions 9.21 and 9.3 and the hands-on labs use software version 9.3.

Who should attend

Administrators, implementers and managers who are responsible for implementing, configuring and administering Service Manager 9.30. This class is targeted at system administrators responsible for the day to day management of the Service Manager application.
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).


Any one of the following courses:
• SM150-Service Manager 9.x: Technical Configuration
• SM110-Service Manager 9.x: 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.


  • Introduction to Service Manager
    • Describe the Service Manager components and modules
    • Describe Service Manager environment/architecture
    • Describe Service Manager security and access
    • Describe difference between DBA/SysAdmin/Developer
  • Installing Service Manager 9.30
    • 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)
  • System LanguageIV.
    • 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
  • PreProduction Tasks
    • Setting defaults in the System Information record
    • Create a “failsafe” operator record
    • Backup the operators table
    • Load unload files from the command line
    • Set up the inactivity timer
    • Create named users
    • Understand LDAP Integration
    • Enable Mandanten File Security
    • Create Field Help
    • Create Custom MySM Components
    • HTML Email solution
    • Backup/move log files
    • Set up calendar/holiday records
    • Parameters
    • Fine tune keys and queries
    • Disable background processes
    • Clean up OOB data
    • Use the unload script utility
    • Reset the numbers record
    • Reset counters
    • System Performance Testing
    • Move files from one system to another
    • Learn about HP Live Network (HPLN)
    • MarketTools Survey Solution
    • Westbury SMI Suite for reporting
  • System Administrator – Daily Tasks
    • Monitor log files
    • Monitor system status
    • Monitor services
    • Check backups
    • Check system locks
    • Check the schedule file
    • Check irq table
    • Monitor email
    • Monitor java heap space and shared memory usage
    • Check servlet utilization
    • System quiesce
    • Java script debug
  • System Administrator – 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
  • System Administrator – Monthly Tasks
    • Clean up audit records
    • Manage development auditing
    • Modify QBE displays
    • Test backups
    • Monitor server performance statistics
    • Run monthly reports
  • System Administrator – Quarterly Tasks
    • Validate time zone records
    • Run quarterly reports
  • System Administrator – Annual Tasks
    • Manage the holiday table
    • Create new work and holiday schedules
    • Configure the system for multiple time zones/countries
    • Renew non-production licenses
  • Tips and Tricks
    • Where to find the login connection history
    • How to clear the command history
    • Searching and adding commands
    • Useful RAD utilities and routines


After completing this course, you should be able to do the following:
  • Describe Service Manager environment and architecture
  • Install the various components of Service Manager
  • Learn the various implementation options (i.e. 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.
Valuable and relevant learning resources 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 will be updated.