Service Manager Foundations for Process Owners Training

Live Online & Classroom Enterprise Training

A foundational course that equips learners with core skills to understand and use OpenText Service Manager for managing IT service processes, workflows, and service operations effectively.

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What is Service Manager Foundations for Process Owners Training about?

This training introduces students to the key concepts of OpenText Service Manager as a service management solution, focusing on how process owners can use the platform to support IT service delivery. You’ll explore navigation, incident and problem workflows, service requests, user administration, and reporting fundamentals, gaining practical insight into managing and overseeing service processes.

What are the objectives of Service Manager Foundations for Process Owners Training ?

On completion of this course, you should be able to:

Describe the Service Manager processes, workflows, key features, and components for the following modules, including Employee Self-Service and Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Service Level Management, Request Fulfillment.
Use the various Service Manager clients: ESS portal, Web client, Windows client, Service Request Catalog (SRC), and Mobility client.
Manage Service Manager operators and security access to applications and records.
Describe the Service Catalog.

Who is Service Manager Foundations for Process Owners Training for?

This course is ideal for:

Process owners responsible for IT service workflows.
IT service managers and coordinators.
Service desk leads and analysts.
Support staff who interact with incidents, requests, and SLA tracking.
New adopters of the Service Manager platform seeking functional understanding.

What are the prerequisites for Service Manager Foundations for Process Owners Training?

Recommended prerequisites include:

Basic understanding of IT service management concepts (e.g., ITIL).
Familiarity with general ticketing and incident workflows.
Comfort using web-based enterprise software.
Basic navigation experience with database-like interfaces.
Exposure to fundamental process ownership responsibilities.

Available Training Modes

Live Online Training

5 Days

Course Outline Expand All

Expand All

Incident Management

Problem Management

Change Management

Configuration Management

Knowledge Management

Service Level Management

Request Fulfillment

Who is the instructor for this training?

The trainer for this Service Manager Foundations for Process Owners Training has extensive experience in this domain, including years of experience training & mentoring professionals.

Service Manager Foundations for Process Owners Training - Certification & Exam

SpringPeople is the Authorized Training Partner of Opentext.
The training fees is exclusive of exam cost.
For any queries, feel free to reach us at Opentext@springpeople.com

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