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.
Click here to print this page »
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
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
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
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