IT Service Management with System Center Service Manager

Course details

This course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager.

Course Outline

1 - Service Management Overview

• Introduction to Microsoft System Center 2012
• System Center 2012 SP1 Service Manager Overview and key features
• ITIL & MOF Service Management
• Adopting ITIL/MOF Best Practices with Service Manager
• Lab : Exploring the Service Manager Console

2 - Installing System Center 2012 SP1 Service Manager

• System Center 2012 SP1 Service Manager Architecture and Core Components
• Hardware and Software Requirements
• Security Requirements
• Installing System Center 2012 SP1 Service Manager
• Upgrading to System Center 2012 Service Manager
• Lab : Installing System Center 2012 SP1 Service Manager
• Lab : Upgrading to System Center 2012 Service Manager

3 - Configuring base settings in Service Manager

• System Center 2012 SP1 Service Manager Base Configuration
• Configuring Notifications
• Integrating System Center 2012 SP1 Service Manager using Connectors
• Configuring the Exchange Connector
• Configuring Business Services
• Lab : Configuring System Center 2012 SP1 Service Manager

4 - Configuring Incident and Problem Management

• 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

5 - Configuring Activity, Change and Release Management

• Managing Activities in Service Manager
• Configuring Change Management
• Configuring Release Management
• Lab : Configuring Change and Release Management

6 - Configuring and Managing Service Requests

• The Service Catalog, Request Offerings and Service Offerings
• Managing Service Requests and Catalog Groups
• The Self-Service Portal
• Datacenter Resource Provisioning with the Cloud Services Process Pack
• Lab : Configuring Service Requests

7 - Configuring Service Level Management

• Configuring Service Level Management
• Viewing SLA information in Service Manager
• Lab : Configuring Service Level Management

8 - Customizing the Self-Service Portal

• Components of the Self-Service Portal
• Customizing the Self-Service Portal
• Lab : Customizing the Self-Service Portal

9 - Using Reports and Analyzing Data in Service Manager

• Running Reports in System Center 2012 SP1 Service Manager
• Configuring and Running Data Warehouse Jobs
• Troubleshooting failed Data Warehouse Jobs
• Data Warehouse Cubes
• Lab : Configuring Reports and Analyzing Service Manager Data

10 - Configuring Compliance with the Process Pack for IT GRC

• Overview of the Process Pack for IT GRC
• Installing the Process Pack for IT GRC
• Creating a Control Management Program
• Managing a Control Management Program
• Lab : Installing and Configuring the Process Pack for IT GRC

Target Audience: After completing this course, students will be able to:

• Describe Service Manager 2012 R2.
• Install Service Manager 2012 R2.
• Describe Service Manager usage cases.
• Configure base settings in Service Manager 2012 R2.
• Configure Incident and Problem Management.
• Configure Activity, Change, and Release Management.
• Configure and Manage Service Requests.
• Automate business processes with Service Manager and Orchestrator.
• Configure Service Level Management.
• Customize The Self-Service Portal.
• Use Reports and Analyze Data in Service Manager.
• Perform advanced troubleshooting and disaster recovery in Service Manager.
• Customize Service Manager Forms.