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MS-10965 - IT Service Management with System Center Service Manager

This five day course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager. Using hands-on labs, students will learn the following:
•Where Service Manager sits within the System Center 2012 R2 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 R2 Service Manager deployment.
•How to upgrade an existing Service Manager 2010 environment to System Center 2012.
•How to customize System Center 2012 R2 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.
•How to configure Reporting and Analysis.
•How to troubleshoot Service Manager and perform disaster recovery.
•How to create customized Service Manager forms.

*This course utilizes higher hosting resources for online labs and therefore, post-class access is limited to 30 days.

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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.
  • An understanding of the IT management processes that are included with ITIL and MOF.

Detailed Class Syllabus

Module1: 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

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

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

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

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

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

Module 7: Managing Changes and Releases

Managing Change Requests
Managing Release Records

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

Module 9: Automating Business Processes with Orchestrator

Configuring Integration between Orchestrator and Service Manager
Configuring Runbooks in Orchestrator
Configuring Runbook Automation Activity Templates in Service Manager
Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

Module 10: Configuring Service Level Management

Configuring Service Level Management
Viewing SLA information in Service Manager

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

Module 12: Advanced Troubleshooting and Disaster Recovery

Performing advanced troubleshooting in Service Manager
Performing Disaster Recovery in Service Manager

Module 13: Creating Custom Forms and Items in Service Manager

Key Concepts in creating customized forms
Creating a Customized form using the Authoring Console