Service Manager 9.x Administration (SM320)

Course Description Schedule Course Outline

Course Overview

This five-day class is targeted at System Administrators who are responsible for the day-to-day management of the Service Manager application. The course focuses on the tasks required to deploy a new Service Manager system and the ongoing tasks required to keep the system running efficiently. The course is 50% lecture and 50% labs (hands-on labs and simulations). This course covers software version 9.5x and the labs use software version 9.52. 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).

Who should attend

System Administrators and other personnel responsible for the implementation of Service Manager.


To be successful in this course, you should have the following prerequisites or knowledge:

  • Have familiarity with Service Manager processes and workflows
  • Have familiarity with Service Manager configuration tools

Course Objectives

Upon successful completion of this course, you should be able to:

  • Describe the Service Manager environment and architecture
  • Install the various components of Service Manager
  • Describe the various implementation options (such as default ports, load balancing, components)
  • Perform tasks and set-up activities that are generally performed prior to moving the system to Production
  • Perform ongoing monitoring, debugging, troubleshooting, and administrative tasks
  • Perform additional administrative tasks related to reporting, surveys, and customizing the Web client
  • Perform optional tasks, such as:
  • Configuring Smart Analytics
  • Performing a health check using the Service Manager Doctor utility
  • Managing your entity relationships, running data reference check reports, and generating entity relationship diagrams

Accessing our website tells us you are happy to receive all our cookies. However you can change your cookie settings at any time. Find out more.   Got it!