IT Service Management with System Center Service Manager

Session Detail:    Classroom, Virtual 5 Day

This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.

Prerequisites

  • Working knowledge of Windows Server 2012 R2 and Windows Server 2016.
  • Working knowledge of SQL Server 2012 and SQL Server 2014.
  • An understanding of the IT management processes that are included with ITIL and MOF.

Who Can Benefit

This course is intended for cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2016Service Manager.

Session Outline

Class Outline

Module 1: Service Management Overview

  • Lesson 1: Business Drivers behind IT Service Management
  • Lesson 2: Introduction to Microsoft System Center 2016
  • Lesson 3: System Center 2016 Service Manager Overview and Key Features
  • Lesson 4: Adopting ITIL/ MOF Best Practices with Service Manager
  • Lesson 5: Aligning IT Service Management Requirements to Service Manager

After completing this module, students will be able to:

  • Describe the business drivers behind IT Service Management
  • Describe, at a high-level, System Center 2016
  • Describe, at a high level, System Center 2016 ServiceManager
  • Describe how Service Manager adopts best practices found in ITIL and MOF

Module 2: Installing System Center 2016 Service Manager

  • Lesson 1: System Center 2016 Service Manager Architecture and Core Components
  • Lesson 2: Hardware, Software and Security Requirements
  • Lesson 3: Planning and Sizing a System Center 2016 Service Manager Deployment
  • Lesson 4: Installing System Center 2016 Service Manager
  • Lesson 5: Installing and Configuring the Service Manager Self-Service Portal
  • Lesson 6: Overview of the Service Manager Console
  • Lesson 7: Upgrading to System Center 2016 Service Manager

After completing this module, students will be able to:

  • Describe System Center 2016 Service Manager architecture and core components
  • Describe the Hardware, Software and Security requirements of System Center 2016 Service manager
  • Plan and Size a System Center 2016 deployment
  • Install System Center 2016 Service Manager
  • Install and configure the Service Manager Self-ServicePortal
  • Use the Service Manager Console to confirm a successful deployment
  • Upgrade Service Manager 2012 R2 to System Center 2016Service Manager

Module 3: Key Concepts and Features

  • Lesson 1: Overview of Management Packs
  • Lesson 2: Overview of the Service Manager CMDB
  • Lesson 3: Managing Activities
  • Lesson 4: Managing Workflows
  • Lesson 5: Managing Templates
  • Lesson 6: Security and User Roles

After completing this module, students will be able to:

  • Understand Management Packs
  • Describe the Service Manager CMDB
  • Manage Activities
  • Manage Workflows
  • Manage Templates
  • Manage Security and User Roles

Module 4: Configuring Service Manager for Your Environment

 

  • Lesson 1: System Center 2016 Service Manager Initial Configuration.
  • Lesson 2: Configuring Business Services.
  • Lesson 3: Configuring Access for your Support Teams.
  • Lesson 4: Configuring Notifications.

After completing this module, students will be able to:

  • Perform initial configuration tasks in the Service Manager.
  • Configure Business Services
  • Configure Access for your support teams
  • Configure Notifications

 

Module 5: Populating the Service Manager CMDB using Connectors

  • Lesson 1: Integrating Service Manager with Active Directory and other System Center Components
  • Lesson 2: Integrating Service Manager with Exchange

After completing this module, students will be able to:

  • Configure the Active Directory and System Center Connectors in Service Manager
  • Install and configure the Exchange Connector in ServiceManager

Module 6: Managing Incidents and Problems

  • Lesson 1: The Definition of an Incident and a Problem
  • Lesson 2: Managing Incidents
  • Lesson 3: Managing Problems
  • Lesson 4: Using Queues and Views with Incidents and Problems

After completing this module, students will be able to:

  • Describe the definition of an Incident and a Problem
  • Manage incidents
  • Manage problems
  • Use queues and views with incidents and problems

Module 7: Managing Changes and Releases

  • Lesson 1: Managing Change Requests
  • Lesson 2: Managing Release Records

After completing this module, students will be able to:

  • Manage Change Requests in Service Manager
  • Manage Release Records in Service Manager

Module 8: Configuring and Managing the Service Catalog

  • Lesson 1: The Service Catalog, Request Offerings, and Service Offerings
  • Lesson 2: Managing Service Requests and Catalog Groups
  • Lesson 3: The Self-Service Portal

After completing this module, students will be able to:

  • Describe the Service Catalog, Request Offerings, and service offerings
  • Manage Service Requests and Catalog Groups
  • Use the Self-Service Portal

Module 9: Automating Business Processes with Orchestrator

  • Lesson 1: Overview of Orchestrator
  • Lesson 2: Configuring Runbooks in Orchestrator
  • Lesson 3: Configuring Integration between Orchestrator and Service Manager
  • Lesson 4: Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

After completing this module, students will be able to:

  • Describe Orchestrator including its key features and components
  • Configure Runbooks in Orchestrator
  • Configure integration between Orchestrator and ServiceManager
  • Create a Request Offering in Service Manager that initiates Runbook in Service Manager

Module 10: Configuring Service Level Management

  • Lesson 1: Configuring Service Level Management
  • Lesson 2: Viewing Service Level Agreement (SLA) Information in Service Manager

After completing this module, students will be able to:

  • Configure Service Level Management
  • View SLA information in Service Manager

Module 11: Using Reports and Analyzing Data in Service Manager

  • Lesson 1: Running Reports in System Center 2016 Service Manager
  • Lesson 2: Configuring and Running Data Warehouse Jobs
  • Lesson 3: Troubleshooting Failed Data Warehouse Jobs
  • Lesson 4: Data Warehouse Cubes

After completing this module, students will be able to:

  • Describe how to run reports in Service Manager
  • Describe how to configure and run data warehouse jobs
  • Describe how to troubleshoot data warehouse jobs
  • Describe the data warehouse cubes in Service Manager

Module 12: Advanced Troubleshooting and Disaster Recovery

  • Lesson 1: Performing Advanced Troubleshooting in Service Manager
  • Lesson 2: Performing Disaster Recovery in Service Manager

After completing this module, students will be able to:

  • Perform advanced troubleshooting in Service Manager
  • Perform disaster recovery in Service Manager

Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool

  • Lesson 1: Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
  • Lesson 2: Creating New and Customized Forms by Using the Service Manager Authoring Tool

After completing this module, students will be able to:

  • Describe the key concepts in creating customized forms inService Manager
  • Create a customized form using the Authoring Tool

Need to train your team?

All of our sessions can be customized to meet your team’s specific need. Build the perfect program by picking and choosing topics from any of the courses in our catalog. A personalized private session gives you the ultimate flexibility and helps maximize your team’s valuable time!

Requesting Team Training
DateTimeTypePriceAdd To Cart

IT Service Management with System Center Service Manager

5 Day
Classroom, Virtual

$3,090.00

Chat with a Coach

Chat with a Coach

Have a more immediate need? Why spend the next hour searching online for answers when you can spend just 15 minutes with one of our experts and get accurate and personalized answers to all of your questions. 

$9.99 | 15 Minutes

Book Now