10965 IT Service Management with System Center Service Manager
CLASS DATE(s):
9/28/2020 - 10/2/2020

COURSE LENGTH: 5 Days

COURSE COST: $2495

COURSE TIMES: 9:00am - 4:30pm

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COURSE OVERVIEW

This four day course will provide students with the key knowledge required to deploy and configure System Center 2012 SP1 Service Manager. Using hands-on labs, students will learn the following: •Where Service Manager sits within the System Center 2012 SP1 product. •What business and technical needs Service Manager is designed to meet •How Service Manager aligns itself to ITIL and MOF. •How to architect and implement a System Center 2012 SP1 Service Manager deployment. •How to upgrade an existing Service Manager 2010 environment to System Center 2012 SP1. •How to customize System Center 2012 SP1 Service Manager to be in line with corporate standards. •How to configure Incident and Problem Management. •How to configure Activity, Change and Release Management. •How to configure Service Requests. •How to configure Service Level Management. •How to customize the Self-Service Portal. •Configure Reporting and Analysis. •Configure compliance with the Process Pack for IT GRC

AUDIENCE AND PREREQUISITES

This course is intended for cloud and datacenter administrators who are new to System Center 2012 SP1 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2012 SP1 Service Manager.

Before attending this course, students must have:
•Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
•Working knowledge of SQL Server 2008 R2 and SQL Server 2012.

 

vendor course description

*Course Cost listed does not include the cost of courseware or lunch, required in your registration. Please refer to your Enrollment Sales Order or Invoice for the additional cost. If you have any questions, please contact us (learn@vtec.org or 207-775-0244). Course subject to minimum enrollment. Course can be run as a Live Distance Learning / Virtual.

COURSE TOPICS:


Module 1: Service Management Overview
Business Drivers Behind IT Service Management
Introduction to Microsoft System Center 2012 R2
System Center 2012 R2 Service Manager Overview and Key Features
Adopting ITIL/MOF Best Practices with Service Manager
Aligning IT Service Management Requirements to Service Manager

Module 2: Installing System Center 2012 R2 Service Manager
System Center 2012 R2 Service Manager Architecture and Core Components
Hardware, Software and Security Requirements
Planning and Sizing a System Center 2012 R2 Service Manager Deployment
Installing System Center 2012 R2 Service Manager
Installing and Configuring the Service Manager Self-Service Portal
Overview of the Service Manager Console
Upgrading to System Center 2012 Service Manager
Lab : Installing System Center 2012 R2 Service Manager
Lab : Upgrading to System Center 2012 Service Manager

Module 3: Key Concepts and Features
Overview of Management Packs
Overview of the Service Manager CMDB
Managing Activities
Managing Workflows
Managing Templates
Security and User Roles
Lab : Configuring Service Manager for StockTrader and DinnerNow

Module 4: Configuring Service Manager For Your Environment
System Center 2012 R2 Service Manager Initial Configuration
Configuring Business Services
Configuring Access for your Support Teams
Configuring Notifications
Lab : Configuring Service Manager for Your Environment

Module 5: Integrating Service Manager with the Hybrid Cloud
Integrating Service Manager with Active Directory and other System Center Components
Integrating Service Manager with Exchange
Lab : Configuring Connectors in Service Manager

Module 6: Managing Incidents and Problems
The Definition of an Incident and a Problem
Managing Incidents
Managing Problems
Using Queues and Views with Incidents and Problems
Lab : Configuring Incident and Problem Management

Module 7: Managing Changes and Releases
Managing Change Requests
Managing Release Records
Lab : Configuring Change and Release Management

Module 8: Configuring and Managing the Service Catalog
The Service Catalog, Request Offerings and Service Offerings
Managing Service Requests and Catalog Groups
The Self-Service Portal
Lab : Configuring Service Requests

Module 9: Automating Business Processes with Orchestrator
Overview of Orchestrator
Configuring Runbooks in Orchestrator
Configuring Integration between Orchestrator and Service Manager
Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
Lab : Automating IT Processes in Service Manager

Module 10: Configuring Service Level Management
Configuring Service Level Management
Viewing Service Level Agreement (SLA) Information in Service Manager
Lab : Configuring Service Level Management

Module 11: Using Reports and Analyzing Data in Service Manager
Running Reports in System Center 2012 R2 Service Manager
Configuring and Running Data Warehouse Jobs
Troubleshooting failed Data Warehouse Jobs
Data Warehouse Cubes
Lab : Configuring Reports and Analyzing Service Manager Data

Module 12: Advanced Troubleshooting and Disaster Recovery
Performing Advanced Troubleshooting in Service Manager
Performing Disaster Recovery in Service Manager
Lab : Performing Disaster Recovery in Service Manager

Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
Creating New and Customized Forms by Using the Service Manager Authoring Tool
Lab : Creating Customized Forms by Using the Authoring Tool