IT TRAINING

Microsoft 10965 – IT Service Management with System Center Service Manager

In this course you will learn how to deploy and configure System Center 2012 R2 Service Manager. You will learn how to upgrade an existing Service Manager 2010 environment to System Center 2012 SP1 as well as how to customize System Center 2012 R2 Service Manager to be in line with corporate standards.

You will also learn how to run reports in Service Manager including how to manage and maintain data warehouse jobs and cubes on which reports rely.

Who needs to attend

Who needs to attend?
This course is aimed at cloud and datacenter administrators new to System Center 2012 R2 Service Manager and are responsible for deploying, configuring and oeprating it in their cloud and datacenter.

what you will learn

What you will learn

Upon completion you will know how to:

  • Key features of System Center 2012 R2 Service Manager
  • How Service Manager adopts best practices using 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
Prerequisites

Prerequisites

Students need to 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
Course outline

Course Outline

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
Install the Service Manager Management Group
Install the Data Warehouse Management Group and Register the Service Manager Management Group with the Data Warehouse
Management Group
Install and Configure the Service Manager Self-Service Portal and Confirm a Successful Installation
Customizing the Self-Service Portal
Lab : Upgrading to System Center 2012 Service Manager
Backing up the Service Manager 2010 Environment
Upgrade Service Manager 2010 to System Center 2012 Service Manager
Module 3: Key Concepts and FeaturesBefore
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
Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow
Create a Management Pack, Work Item Templates and Configuration Items for StockTrader
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
Configuring Service Manager Settings
Configuring Business Services
Provisioning Access for the DinnerNow and StockTrader 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
Lab : Configuring Connectors in Service Manager
Configure System Center Connectors
Configure the Exchange Connector
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
Create an Incident Using the Service Manager Console
Using Incident Templates
Configuring an Incident Event Workflow to Automatically Update an Incident
Group Incidents and Create a Problem Record
Creating Queues and Views to Filter Incidents
Module 7: Managing Changes and Releases
Managing Change Requests
Managing Release Records
Lab : Configuring Change and Release Management
Create a Change Request with Review and Dependent Activities
Create a Release Record to Manage Changes
Configuring a Release Record Workflow Rule for Notification
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
Create the Contoso Request Offering
Test the Contoso Request Offering
Create the StockTrader Request Offerings
Test the StockTrader Request Offerings
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
Automating the Request Offering for Contoso
Automating a Service Request for StockTrader
Module 10: Configuring Service Level Management
Configuring Service Level Management
Viewing Service Level Agreement (SLA) Information in Service Manager
Lab : Configuring Service Level Management
Create a Service Level Objective for an Incident SLA
Create a Service Level Objective for a Service Request SLA
Configure SLA Notifications
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
Configuring, Running and Exporting Reports
Creating a Custom Report
Configuring Data Warehouse Job Schedules
Viewing the Status of Data Warehouse Jobs
Managing the Analysis Library
Analyzing Cube 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
Recovering from a Failed Service Manager Management Server
Recovering from a Failed Service Manager Data Warehouse Management Server
Recovering from a Failed Service Manager database
Module 13: Creating Forms and Items in Service Manager
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
Extending the Incident Class
Customizing the Default Incident Form
Seal the Management Pack
Import the Management Pack and Use the Updated Incident Form

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Certification programs
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