Service Manager 9.x Advanced (SM350)


Course Overview

This class is targeted at system administrators and consultants responsible for configuring and tailoring Service Manager for a customer’s environment. The course focuses on the tools and utilities used to tailor a Service Manager system. The course is 50% lecture and 50% hands-on exercises. 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).

A qui s'adresse cette formation

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


Any one of the following courses :


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

  • Use the Database Manager utility to add, modify, and delete records and to load and unload records
  • Use the Database Dictionary utility to add fields and keys to tables
  • Describe the Service Manager System Language and how it is used
  • Use the Unload Script utility to unload data (for example, to migrate to anothersystem)
  • Use Data Policy to enforce data integrity at the table level
  • Use Forms Designer to add and modify forms
  • Describe the functions of the System Definition utility and use the System Definition utility to add fields to an existing form
  • Use the RAD Debugger to troubleshoot an application and display the value of variables
  • Describe how JavaScript is used by the various Service Manager utilities
  • Describe Dynamic View Dependencies
  • Use the Global Lists utility to create and maintain dynamic and user-defined lists
  • Describe the components of Process Designer
  • Use Process Designer to build workflows, configure business rules, create task plans, and implement security
  • Use the Format Control utility to implement business rules
  • Use the Display Applications utility to modify buttons and drop-down menus
  • Use Links to establish relationships between tables
  • Create and configure views
  • Describe how the To Do queue is populated and how application queues are configured
  • Create menus and dashboards
  • Describe the components of the Document Engine
  • Create and modify wizards
  • Describe how the alert and notification engines work
  • Describe how to import and export data
  • Use activity actions to audit and track changes to specific fields for open, update, and close activities


  • Module 1: Introduction to Service Manager
  • Module 2: Introducing Service Manager Utilities
  • Module 3: Managing Data
  • Module 4: Introducing Data Policy
  • Module 5: Using Forms Designer
  • Module 6: Implementation Tools
  • Module 7: Understanding Dynamic View Dependencies
  • Module 8: Global Lists
  • Module 9: Overview of Process Designer
  • Module 10: Establishing Links
  • Module 11: Modifying Queues and Views
  • Module 12: Working with Menus and Dashboards
  • Module 13: Navigating the Document Engine
  • Module 14: Introducing Wizards
  • Module 15: Understanding Alerts and Notifications
  • Module 16: Integrating with the Import/Export Utilities
  • Module 17: Application Auditing (Activity Actions)
  • Module 18: Tips and Tricks
Formation en ligne

Durée 5 jours

Prix (Hors Taxe)
  • Country: FR
    2 480,- €
Classroom training

Durée 5 jours

Prix (Hors Taxe)
  • France:
    Country: FR
    2 480,- €


Instructor-led Online Training:   Cours en ligne avec instructeur
Fuseau horaire Heure d'été d'Europe centrale (HAEC)
Formation en ligne Fuseau horaire: Heure d'été d'Europe centrale (HAEC) Langue: Anglais
Formation en ligne Fuseau horaire: Heure d'été d'Europe centrale (HAEC) Langue: Anglais