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Overview

This IT Service Management with System Center Service Manager training class will provide students with the key knowledge required to deploy and configure System Center 2012 SP1 Service Manager.

This course is intended for cloud and datacenter administrators who are new to System Center 2012 SP1 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 SP1 Service Manager.

Goals
  1. Learn to describe the key features of System Center 2012 SP1.
  2. Learn to describe System Center 2012 SP1 Service Manager.
  3. Learn to describe the key methodologies adopted using ITIL and MOF.
  4. Learn to describe how System Center 2012 SP1 Service Manager adopts best practices using ITIL and MOF.
  5. Learn to describe the System Center 2012 SP1 Service Manager Architecture and Core Components.
  6. Learn to describe the Hardware and Software Requirements of System Center 2012 SP1 Service Manager.
  7. Learn to describe the Security Requirements of System Center 2012 SP1 Service Manager.
  8. Learn to install System Center 2012 SP1 Service Manager.
  9. Learn to upgrade Service Manager 2010 to System Center 2012 SP1 Service Manager.
  10. Learn to describe System Center 2012 Service Manager Base Configuration.
  11. Learn to configure Notifications.
  12. Learn to integrate System Center 2012 Service Manager using Connectors.
  13. Learn to configure the Exchange Connector.
  14. Learn to configure Business Services.
  15. Learn to describe the definition of an Incident and a Problem.
  16. Learn to manage Incidents.
  17. Learn to manage Problems.
  18. Learn to use Queues and Views with Incidents and Problems.
  19. Learn to configure Activity Management.
  20. Learn to configure Change Management.
  21. Learn to configure Release Management.
  22. Learn to describe the Service Catalog, Request Offerings and Service Offerings.
  23. Learn to manage Service Requests and Catalog Groups.
  24. Learn to describe the Self-Service Portal.
  25. Learn to perform datacenter resource provisioning with the Cloud Services Process Pack.
  26. Learn to configure Service Level Management.
  27. Learn to view SLA information in Service Manager.
  28. Learn to describe the components of the Self-Service Portal.
  29. Learn to customize the Self-Service Portal.
  30. Learn to run reports in Service Manager.
  31. Learn to configure and run Data Warehouse Jobs.
  32. Learn to troubleshoot Data Warehouse Jobs.
  33. Learn to describe the Data Warehouse Cubes in Service Manager.
  34. Learn to describe the Process Pack for IT GRC.
  35. Learn to install the Process Pack for IT GRC.
  36. Learn to create a Control Management Program.
  37. Learn to manage a Control Management Program.
Outline
  1. Service Management Overview
    1. Introduction to Microsoft System Center 2012
    2. System Center 2012 SP1 Service Manager Overview and key features
    3. ITIL and MOF Service Management
    4. Adopting ITIL/MOF Best Practices with Service Manager
    5. Lab: Exploring the Service Manager Console
    6. Exploring Work Items in Service Manager
    7. Exploring Configuration Items in Service Manager
  2. Installing System Center 2012 SP1 Service Manager
    1. System Center 2012 SP1 Service Manager Architecture and Core Components
    2. Hardware and Software Requirements
    3. Security Requirements
    4. Installing System Center 2012 SP1 Service Manager
    5. Upgrading to System Center 2012 Service Manager
    6. Lab: Installing System Center 2012 SP1 Service Manager
    7. Install the Service Manager Management Group
    8. Install the Data Warehouse Management Group and Register the Service Manager Management Group with the Data Warehouse Management Group
    9. Install the Service Manager Self-Service Portal and Confirm a Successful Installation
    10. Lab: Upgrading to System Center 2012 Service Manager
    11. Backup the Service Manager 2010 Environment
    12. Upgrade Service Manager 2010 to System Center 2012 Service Manager
  3. Configuring base settings in Service Manager
    1. System Center 2012 SP1 Service Manager Base Configuration
    2. Configuring Notifications
    3. Integrating System Center 2012 SP1 Service Manager using Connectors
    4. Configuring the Exchange Connector
    5. Configuring Business Services
    6. Lab: Configuring System Center 2012 SP1 Service Manager
    7. Configure Service Manager Settings
    8. Configure the Active Directory Connector
    9. Configure User Roles
    10. Configure Notifications
    11. Configure System Center Connectors
    12. Configure the Exchange Connector
    13. Configure Business Services
  4. Configuring Incident and Problem Management
    1. The Definition of an Incident and a Problem
    2. Managing Incidents
    3. Managing Problems
    4. Using Queues and Views with Incidents and Problems
    5. Lab: Configuring Incident and Problem Management
    6. Create an Incident using the Service Manager Console
    7. Create an Incident Template
    8. Using Incident Templates
    9. Group Incidents and create a Problem Record
    10. Create Queues and Views to filter Incidents
  5. Configuring Activity, Change and Release Management
    1. Managing Activities in Service Manager
    2. Configuring Change Management
    3. Configuring Release Management
    4. Lab: Configuring Change and Release Management
    5. Create a Change Request with Review Activities
    6. Approve Activities and complete the Change Request
    7. Create a Release Record to control a software update deployment
    8. Create a Change Request and link Activities in the Release Record
    9. Configure Release Record Workflow Rules for Notification
  6. Configuring and Managing Service Requests
    1. The Service Catalog, Request Offerings and Service Offerings
    2. Managing Service Requests and Catalog Groups
    3. The Self-Service Portal
    4. Datacenter Resource Provisioning with the Cloud Services Process Pack
    5. Lab: Configuring Service Requests
    6. Create a Request Offering
    7. Create a Service Offering and include the Request Offering
    8. Submit a Service Request in the Self-Service Portal and then fulfill the Service Request in the Service Manager Console
    9. Raise an Incident from the Self-Service Portal and Resolve it in the Service Manager Console
    10. Install the Cloud Services Process Pack
    11. Configure the Cloud Services Process Pack
    12. Provision a Virtual Machine using the Cloud Services Process Pack
  7. Configuring Service Level Management
    1. In this module you will learn how Service Level Management is implemented in Service Manager.
    2. Configuring Service Level Management
    3. Viewing SLA information in Service Manager
    4. Lab: Configuring Service Level Management
    5. Create a Service Level Objective for an Incident SLA
    6. Create a Service Level Objective for a Service Request SLA
    7. Configure SLA Notifications
  8. Customizing the Self-Service Portal
    1. Components of the Self-Service Portal
    2. Customizing the Self-Service Portal
    3. Lab: Customizing the Self-Service Portal
    4. Change the Title and Image
    5. Enable multi-lingual support in the Self-Service Portal
    6. Add a new Navigation link to the Self-Service Portal
  9. Using Reports and Analyzing Data in Service Manager
    1. Running Reports in System Center 2012 SP1 Service Manager
    2. Configuring and Running Data Warehouse Jobs
    3. Troubleshooting failed Data Warehouse Jobs
    4. Data Warehouse Cubes
    5. Lab: Configuring Reports and Analyzing Service Manager Data
    6. Configuring, Running and Exporting Reports
    7. Configuring Data Warehouse Job Schedules
    8. Viewing the Status of Data Warehouse Jobs
    9. Managing the Analysis Library
    10. Analyzing Cube Data
  10. Configuring Compliance with the Process Pack for IT GRC
    1. Overview of the Process Pack for IT GRC
    2. Installing the Process Pack for IT GRC
    3. Creating a Control Management Program
    4. Managing a Control Management Program
    5. Lab: Installing and Configuring the Process Pack for IT GRC
    6. Installing the Process Pack for IT GRC
    7. Create an IT GRC Control Management Program
    8. Edit a Control Management Program using Microsoft Excel
    9. Create an Exception and a Risk in the Control Management Program
    10. Use the Process Pack for IT GRC Reports to Confirm Compliance
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Class Prerequisites

Experience in the following is required for this Microsoft System Center class:

  • Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
  • Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
Preparing for Class

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