Course details
This course teaches students how to design, deploy and maintain Service Manager 2012 within their organizations. Students are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed.
Course Outline
1 - Introduction to System Center 2012 Service Manager
- History and Evolution of System Center 2012
- System Center 2012 Product Suite
- System Center 2012 Licensing
- System Center 2012 Service Manager
- Lab 1: Setting Up the Initial Lab Environment
- Lab 2: Introducing System Center 2012
2 - Overview of ITIL and MOF
- Introducing ITIL and MOF
- Defining the Role of a Service Desk
- Applying ITIL and MOF to Service Manager 2012
- Lab 1: Introducing Service Management
3 - Design and Deployment Considerations for Service Manager 2012
- Examining the Service Manager 2012 Architecture
- Designing Service Manager 2012
- Analyzing Deployment Scenarios
- Preparing to Deploy Service Manager 2012
4 - Installing and Configuring Service Manager 2012
- Installing the Service Manager Management Server
- Installing the Service Manager Data Warehouse Management Server
- Navigating the Service Manager Console
- Registering the Data Warehouse
- Working with Management Packs
- Lab 1: Registering Service Manager with the Data Warehouse
- Lab 2: Exploring the Service Manager Console
- Lab 3: Using PowerShell for Management Packs
5 - Managing Service Manager 2012 Security
- Defining Role-Based Access Control
- Examining Service Manager 2012 Security
- Configuring User Roles in Service Manager 2012
- Lab 1: Managing Service Manager 2012 Security
6 - Extending Service Manager 2012 with Connectors
- Defining the Configuration Management Database
- Considering the Role of Connectors
- Installing and Configuring Connectors
- Importing Data Using CSV Files
- Lab 1: Creating Connectors
- Lab 2: Scripting Using PowerShell cmdlets
7 - Incident Management
- Introducing Incident Management
- Configuring Incident Management Settings
- Configuring Problem Management Settings
- Customizing Incident Management Lists
- Customizing Incident Management Views
- Creating Incident Requests
- Creating Incident Request Templates
- Using Templates with Incidents Requests
- Creating Incident Management Event Workflows
- Lab 1: Working with Incident Requests
8 - Change Management and Activity Management
- Introducing Change Management and Activity Management
- Implementing a Change Management Process
- Examining Activities in Service Manager 2012
- Customizing Change Management Lists
- Customizing Change Management Views
- Creating Change Requests and Activities
- Creating Change Request Templates
- Creating Change and Activity Management Workflows
- Lab 1: Working with Change Requests
9 - Release Management
- Introducing Release Management
- Customizing Release Management Lists
- Customizing Release Management Views
- Creating Release Records
- Creating Release Record Templates
- Creating Release Management Event Workflows
- Lab 1: Working with Release Records
10 - Service Level Management
- Introducing Service Level Management
- Creating a New Calendar Item
- Creating a New Metric Item
- Creating a New Service Level Objective
- Configuring Notifications
- Lab 1: Creating a Service Level Objective in Service Manager 2012
11 - Using the Self-Service Portal
- Introducing the Self-Service Portal
- Introducing the Service Catalog
- Creating Service Offerings and Request Offerings
- Customizing the Self-Service Portal
- Lab 1: Working with the Self-Service Portal
12 - Managing the Data Warehouse and Reporting
- Introducing the Data Warehouse
- Navigating the Data Warehouse Workspaces
- Defining Data Warehouse Jobs
- Exploring Different Data Warehouse Reports
- Configuring Data Retention Settings
- Using Windows PowerShell cmdlets
- Lab 1: Exploring the Data Warehouse Workspaces
- Lab 2: Verifying the Data Warehouse Registration 7
- Lab 3: Running Reports in Service Manager 2012
13 - Orchestrator 2012 and Service Manager 2012 Integration
- Introducing Orchestrator 2012
- Navigating Orchestrator 2012 Interfaces
- Creating Runbooks
- Working with Integration Packs
- Integrating Orchestrator 2012 with Service Manager 2012
- Lab 1: Automating User Creation with a Runbook Automation Activity through the Self-Service Portal 7
14 - System Center 2012 Service Pack 1
- Introducing System Center 2012 Service Pack 1
- Deploying Service Pack 1
- Exploring Service Pack 1 and Service Manager 2012
15 - System Center 2012 Integration
- Lab 1: Setting up the Initial Lab Environment
- Lab 2: Creating an Orchestrator 2012 Runbook
- Lab 3: Working with Orchestrator System Center 2012 Runbooks 7
Target Audience: This course is designed for IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.
Updated on 08 November, 2015Course Location
About New Horizons Ireland
With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.
We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.
Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.
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