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M10965 IT Service Management with System Center Service Manager

This five day course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager

Target Audience

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 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 2012 R2 Service Manager.

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Learning Objectives

  • Describe the key features of System Center 2012 R2.
  • Describe System Center 2012 R2 Service Manager.
  • Describe the key methodologies adopted using ITIL and MOF.
  • Describe how System Center 2012 R2 Service Manager adopts best practices using ITIL and MOF.
  • Describe the System Center 2012 R2 Service Manager Architecture and Core Components.
  • Describe the Hardware and Software Requirements of System Center 2012 R2 Service Manager.
  • Describe the Security Requirements of System Center 2012 R2 Service Manager.
  • Install System Center 2012 R2 Service Manager.
  • Upgrade Service Manager 2010 to System Center 2012 Service Manager.
  • Describe System Center 2012 R2 Service Manager Base Configuration.
  • Configure Notifications.
  • Integrate System Center 2012 R2 Service Manager using Connectors.
  • Configure the Exchange Connector.
  • Configure Business Services.
  • Describe the definition of an Incident and a Problem.
  • Manage Incidents.
  • Manage Problems.
  • Use Queues and Views with Incidents and Problems.
  • Configure Activity Management.
  • Configure Change Management.
  • Configure Release Management.
  • Describe the Service Catalog, Request Offerings and Service Offerings.
  • Manage Service Requests and Catalog Groups.
  • Describe the Self-Service Portal.
  • Configure Service Level Management.
  • View SLA information in Service Manager.
  • Describe the components of the Self-Service Portal.
  • Customize the Self-Service Portal.
  • Run reports in Service Manager.
  • Configure and run Data Warehouse Jobs.
  • Troubleshoot Data Warehouse Jobs.
  • Describe the Data Warehouse Cubes in Service Manager.
  • Perform advanced troubleshooting in Service Manager.
  • Perform disaster recovery in Service Manager

Pre-Requisites

  • 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 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
  • Lab : IT Service Management and ITIL/MOF
  • IT Processes found in ITIL and MOF
  • 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
  • Lab : Upgrading to System Center 2012 Service Manager
  • Backup the Service Manager 2010 Environment
  • Upgrade Service Manager 2010 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
  • Lab : Configuring Service Manager for StockTrader and DinnerNow
  • Create a StockTrader and DinnerNow Management Pack
  • Create the DinnerNow Configuration Items
  • 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
  • Importing a Distributed Application Diagram from Operations Manager
  • 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 Active Directory and 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
  • Create an Incident Template
  • Using Incident Templates
  • Configuring an Incident Event Workflow to automatically update an Incident
  • Group Incidents and create a Problem Record
  • Create 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 Activities
  • Approve the Change Request
  • Create a Release Record to control a software update deployment for the StockTrader and DinnerNow
  • application servers
  • Link Manual Activities within the Release Record to Dependent Activities in the Change Request
  • Configure Release Record Workflow Rules for Notifications
  • 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
  • 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
  • Lab : Automating the Contoso and StockTrader Service Offerings
  • Automating the Request Offering for Contoso
  • Automating the Request Offerings for StockTrader
  • Lab : Automating Business Processes with Orchestrator
  • Creating a Change Request to approve the restart of the application server
  • Configure a Runbook Automation Activity
  • Approving the Change Request and confirming the application server is restarted
  • Module 10: Configuring Service Level Management
  • Configuring Service Level Management
  • Viewing 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
  • 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 Custom Forms and Items in Service Manager
  • Key Concepts in creating customized forms
  • Creating a Customized form using the Authoring Console
  • Lab : Creating Customized forms using the Authoring Console
  • Creating a Customized Incident Form
  • Creating a new Configuration Item and Form to record laptop computer information

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