System Center 2012 Service Manager

Session Detail:    Classroom 5 Day

This five-day 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 within the System Center suite. In addition, students will learn how to customize the end-user experience and automate service request responses, as well as learn best practices for using Service Manager 2012. This course incorporates hands-on learning opportunities so students can practice applying business solutions to real-world scenarios. After completion, students will have the skills necessary to manage Service Manager 2012 for maximum business benefit.

Prerequisites

  • Windows Server 2008 R2 operating system
  • Active Directory Domain Services (AD DS)
  • PowerShell and SQL Server Reporting Services
  • Service Manager (helpful but not required)
  • Administration of other System Center 2012 products (helpful but not required)
  • Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required)

Who Can Benefit

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.

Session Outline

Class Outline

Module 1: Introduction to System Center 2012 Service Manager

  • Lesson 1: History and Evolution of System Center 2012
  • Lesson 2: System Center 2012 Product Suite
  • Lesson 3: System Center 2012 Licensing
  • Lesson 4: System Center 2012 Service Manager

After completing this module, students will be able to:

  • Explain the history and evolution of System Center 2012
  • Differentiate between each of the Systems Center products
  • Describe System Center 2012 licensing
  • Identify the purpose and function of Service Manager 2012

Module 2: Overview of ITIL and MOF

  • Lesson 1: Introducing ITIL and MOF
  • Lesson 2: Defining the Role of a Service Desk
  • Lesson 3: Applying ITIL and MOF to Service Manager 2012

After completing this module, students will be able to:

  • Provide an overview of ITIL and MOF
  • Describe the role of a service desk
  • Explain how Service Manager 2012 fulfills ITIL and MOF standards

Module 3: Design and Deployment Considerations for Service Manager 2012

  • Lesson 1: Examining the Service Manager 2012 Architecture
  • Lesson 2: Designing Service Manager 2012
  • Lesson 3: Analyzing Deployment Scenarios
  • Lesson 4: Preparing to Deploy Service Manager 2012

After completing this module, students will be able to:

  • Define the roles of the Service Manager components and explain Service Manager 2012 architecture
  • Consider key questions before deploying Service Manager 2012
  • Differentiate between various deployment options and determine what is needed
  • Define the purpose of each service account
  • List and ensure the hardware and software requirements
  • Consider SQL Server requirements

Module 4: Installing and Configuring Service Manager 2012

  • Lesson 1: Installing the Service Manager Management Server
  • Lesson 2: Installing the Service Manager Data Warehouse Management Server
  • Lesson 3: Navigating the Service Manager Console
  • Lesson 4: Registering the Data Warehouse
  • Lesson 5: Working with Management Packs

After completing this module, students will be able to:

  • Install the Service Manager management server
  • Install the Service Manager data warehouse management server
  • Navigate the Service Manager workspaces and explain configuration options
  • Define the role of the Service Manager data warehouse
  • Register the Service Manager management group with the data warehouse group
  • Describe the makeup of a management pack
  • Describe how management packs extend the functionality of Service Manager 2012
  • Import and configure management packs
  • Apply best practices to management packs
  • Complete various tasks using the Service Manager cmdlets

Module 5: Managing Service Manager 2012 Security

  • Lesson 1: Defining Role-Based Access Control
  • Lesson 2: Examining Service Manager 2012 Security
  • Lesson 3: Configuring User Roles in Service Manager 2012

After completing this module, students will be able to:

  • Explain role-based access control
  • Describe role-based access control in Service Manager 2012
  • Manage user roles and Run As accounts in Service Manager 2012

Module 6: Extending Service Manager 2012 with Connectors

  • Lesson 1: Defining the Configuration Management Database
  • Lesson 2: Considering the Role of Connectors
  • Lesson 3: Installing and Configuring Connectors
  • Lesson 4: Importing Data Using CSV Files

After completing this module, students will be able to:

  • Describe the role of the Configuration Management Database
  • Explain the purpose and function of Service Manager connectors
  • Install and configure connectors
  • Import configuration items using .csv files

Module 7: Incident Management

  • Lesson 1: Introducing Incident Management
  • Lesson 2: Configuring Incident Management Settings
  • Lesson 3: Configuring Problem Management Settings
  • Lesson 4: Customizing Incident Management Lists
  • Lesson 5: Customizing Incident Management Views
  • Lesson 6: Creating Incident Requests
  • Lesson 7: Creating Incident Request Templates
  • Lesson 8: Using Templates with Incidents Requests
  • Lesson 9: Creating Incident Management Event Workflows

After completing this module, students will be able to:

  • Define incident management and problem management
  • List options for generating incidents
  • Define incident relationships
  • Customize incident management and problem management settings
  • Customize incident management views and lists
  • Create new incidents
  • Explain incident request templates and their importance
  • Create an incident request template
  • Use templates with incident requests
  • Create an incident management event workflow

Module 8: Change Management and Activity Management

  • Lesson 1: Introducing Change Management and Activity Management
  • Lesson 2: Implementing a Change Management Process
  • Lesson 3: Examining Activities in Service Manager 2012
  • Lesson 4: Customizing Change Management Lists
  • Lesson 5: Customizing Change Management Views
  • Lesson 6: Creating Change Requests and Activities
  • Lesson 7: Creating Change Request Templates
  • Lesson 8: Creating Change and Activity Management Workflows

After completing this module, students will be able to:

  • Define change management
  • Differentiate between change requests and activities
  • Describe the change management process
  • Define the activities available in Service Manager 2012 and the associated IT processes
  • Customize change management settings
  • Customize change management views and lists
  • Create change requests and activities
  • Explain change request templates and their importance
  • Create a change request template
  • Create a change and activity management event workflow

Module 9: Release Management

  • Lesson 1: Introducing Release Management
  • Lesson 2: Customizing Release Management Lists
  • Lesson 3: Customizing Release Management Views
  • Lesson 4: Creating Release Records
  • Lesson 5: Creating Release Record Templates
  • Lesson 6: Creating Release Management Event Workflows

After completing this module, students will be able to:

  • Define release management
  • Discuss the relationship between release records and change requests
  • Customize release management settings
  • Customize release management views and lists
  • Create release records
  • Explain release record templates and their importance
  • Create release record templates
  • Create a release management workflow

Module 10: Service Level Management

  • Lesson 1: Introducing Service Level Management
  • Lesson 2: Creating a New Calendar Item
  • Lesson 3: Creating a New Metric Item
  • Lesson 4: Creating a New Service Level Objective
  • Lesson 5: Configuring Notifications

After completing this module, students will be able to:

  • Explain service level management
  • Set up calendars, queues, and metrics
  • Create service level objectives (SLOs)
  • Configure notifications

Module 11: Using the Self-Service Portal

  • Lesson 1: Introducing the Self-Service Portal
  • Lesson 2: Introducing the Service Catalog
  • Lesson 3: Creating Service Offerings and Request Offerings
  • Lesson 4: Customizing the Self-Service Portal

After completing this module, students will be able to:

  • Explain the function and design of the Self-Service Portal
  • Describe the role of a service catalog
  • Differentiate between service offerings and request offerings
  • Customize Self-Service Portal lists, views, and templates
  • Create a service offering and a request offering
  • Customize the Self-Service Portal

Module 12: Managing the Data Warehouse and Reporting

  • Lesson 1: Introducing the Data Warehouse
  • Lesson 2: Navigating the Data Warehouse Workspaces
  • Lesson 3: Defining Data Warehouse Jobs
  • Lesson 4: Exploring Different Data Warehouse Reports
  • Lesson 5: Configuring Data Retention Settings
  • Lesson 6: Using Windows PowerShell cmdlets

After completing this module, students will be able to:

  • Describe the role of the data warehouse and its components
  • Define data warehouse jobs
  • List and explain types of reports available
  • Run reports and advanced reports
  • Customize data retention settings
  • List data warehouse functions that use PowerShell cmdlets

Module 13: Orchestrator 2012 and Service Manager 2012 Integration

  • Lesson 1: Introducing Orchestrator 2012
  • Lesson 2: Navigating Orchestrator 2012 Interfaces
  • Lesson 3: Creating Runbooks
  • Lesson 4: Working with Integration Packs
  • Lesson 5: Integrating Orchestrator 2012 with Service Manager 2012

After completing this module, students will be able to:

  • Explain what Orchestrator 2012 is and how it works
  • Navigate Orchestrator 2012 interfaces
  • Create a simple runbook in Orchestrator 2012
  • Implement runbook automation activities in Service Manager 2012
  • Discuss the integration benefits of Orchestrator 2012 with Service Manager 2012
  • Configure integration between Service Manager 2012 and Orchestrator 2012
  • Install and configure the Active Directory Integration Pack for Orchestrator 2012
  • Publish a request offering and a runbook automation activity in the Self-Service Portal

Module 14: System Center 2012 Service Pack 1

  • Lesson 1: Introducing System Center 2012 Service Pack 1
  • Lesson 2: Deploying Service Pack 1
  • Lesson 3: Exploring Service Pack 1 and Service Manager 2012

After completing this module, students will be able to:

  • List the SP1 updates for each of the System Center 2012 products
  • Explain upgrade sequencing and system requirements for SP1
  • Provides details on the SP1 improvements to Service Manager 2012

Module 15: System Center 2012 Integration

  • None

After completing this module, students will be able to:

  • Integrate Service Manager 2012 with Orchestrator 2012 and Operations Manager 2012
  • Configure Operations Manager 2012 with Service Manager 2012 to look for an event
  • Build an Orchestrator 2012 runbook to monitor Service Manager 2012 for the event
  • Work with pre-built Orchestrator 2012 runbooks

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System Center 2012 Service Manager

5 Day
Classroom

$3,090.00

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