IT Service Management with System Center Service Manager Training

IT Service Management with System Center Service Manager Training (M10965)

Introduction:

IT Service Management with System Center Service Manager Training Powered by ENO

This five day, hands-on IT Service Management with System Center Service Manager Training course will provide you with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager locally or in the cloud.

Effective IT Service Management includes process-driven methodologies that cover a broad spectrum of IT functions. This can include change management, incident and problem management, and release management. Although no organization typically adopts any single IT Service Management methodology most organizations, depending on their size and nature of business, will adopt a combination of processes and functions from many different IT Service Management frameworks such as ITIL (IT Infrastructure Library) or MOF (Microsoft Operations Framework). In this IT Service Management with System Center Service Manager Training course you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2012 R2 Service Manager can be used to implement them in your organization.

Customize It:

With onsite Training, courses can be scheduled on a date that is convenient for you, and because they can be scheduled at your location, you don’t incur travel costs and students won’t be away from home. Onsite classes can also be tailored to meet your needs. You might shorten a 5-day class into a 3-day class, or combine portions of several related courses into a single course, or have the instructor vary the emphasis of topics depending on your staff’s and site’s requirements.

Audience/Target Group

This course is intended for Cloud and Datacenter Administrators who are new to System Center 2012 R2 Service Manager and are responsible for deploying, configuring and operating it in the cloud or their datacenter. This course will also help Cloud and Datacenter Administrators who are already familiar with Service Manager upgrade their skills to include the new features found in System Center 2012 R2 Service Manager.

IT Service Management with System Center Service Manager Training (M10965)Related Courses:

Duration: 5 days

Class Prerequisites:

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

What You Will Learn:

Describe Service Manager 2012 R2.
Install Service Manager 2012 R2.
Describe Service Manager usage cases.
Configure base settings in Service Manager 2012 R2.
Configure Incident and Problem Management.
Configure Activity, Change, and Release Management.
Configure and Manage Service Requests.
Automate business processes with Service Manager and Orchestrator.
Configure Service Level Management.
Customize The Self-Service Portal.
Use Reports and Analyze Data in Service Manager.
Perform advanced troubleshooting and disaster recovery in Service Manager.
Customize Service Manager Forms.

Course Content:

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

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

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

Module 10: Configuring Service Level Management

Configuring Service Level Management
Viewing Service Level Agreement (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 Forms and Items in Service Manager Using the Service Manager Authoring Tool

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

Labs:

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Time Frame: 0-3 Months4-12 Months

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