651-905-3729 Microsoft Silver Learning Partner EC Counsel Reseller compTIA Authorized Partner

System Center 2012 Service Manager (55009)

5 Days

Description

NOTE: This course is only available by customer request. If you are interested in taking this course, please call 651-905-3729 or submit a request for a date.

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.

Audience Profile:

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.

Course Objectives

  • Explain the role of Service Manager 2012 and the entire System Center suite.
  • Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
  • Discuss the overall architecture and design considerations for Service Manager 2012.
  • Install and configure Service Manager 2012.
  • Import and configure management packs.
  • Populate Service Manager 2012’s Configuration Management Database (CMDB).
  • Establish role-based security.
  • Extend the functionality of Service Manager 2012 using connectors.
  • Utilize lists, queues and templates.
  • Implement incident, change, release and service level management.
  • Design workflows for automated incident routing and escalation.
  • Configure the Service Manager 2012 environment.
  • Create service offerings and request offerings and customize the Self-Service Portal.
  • Implement runbook automation activities with Orchestrator 2012.
  • List System Center 2012 Service Pack 1 updates.
  • Integrate Service Manager 2012 with the System Center 2012 suite.

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a System Center 2012 Service Manager (55009) class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Course Overview

  • Module 1: Introduction to System Center 2012 Service Manager
  • History and Evolution of System Center 2012
  • System Center 2012 Product Suite
  • System Center 2012 Licensing
  • System Center 2012 Service Manager
  • Lab : Setting Up the Initial Lab EnvironmentLab : Introducing System Center 2012
  • Module 2: Overview of ITIL and MOF
  • Introducing ITIL and MOF Defining the Role of a Service Desk
  • Applying ITIL and MOF to Service Manager 2012
  • Lab : Applying ITIL and MOF to Service Manager 2012
  • Module 3: Design and Deployment Considerations for Service Manager 2012
  • Examining the Service Manager 2012 Architecture
  • Designing Service Manager 2012
  • Analyzing Deployment Scenarios
  • Preparing to Deploy Service Manager 2012
  • Module 4: Installing and Configuring Service Manager 2012
  • Installing the Service Manager Management Server
  • Installing the Service Manager Data Warehouse Management Server
  • Navigating the Service Manager Console
  • Registering the Data Warehouse
  • Working with Management Packs
  • Lab : Registering Service Manager with the Data WarehouseLab : Exploring the Service Manager ConsoleLab : Using PowerShell for Management Packs
  • Module 5: Managing Service Manager 2012 Security
  • Defining Role-Based Access Control
  • Examining Service Manager 2012 Security
  • Configuring User Roles in Service Manager 2012
  • Lab : Managing Service Manager 2012 Security
  • Module 6: Extending Service Manager 2012 with Connectors
  • Defining the Configuration Management Database
  • Considering the Role of Connectors
  • Installing and Configuring Connectors
  • Importing Data Using CSV Files
  • Lab : Creating ConnectorsLab : Scripting Using PowerShell cmdlet
  • Module 7: Incident Management
  • Introducing Incident Management
  • Configuring Incident Management Settings
  • Configuring Problem Management Settings
  • Customizing Incident Management Lists
  • Customizing Incident Management Views
  • Creating Incident Requests
  • Creating Incident Request Templates
  • Using Templates with Incidents Requests
  • Creating Incident Management Event Workflows
  • Lab : Working with Incident Requests
  • Module 8: Change Management and Activity Management
  • Introducing Change Management and Activity Management
  • Implementing a Change Management Process
  • Examining Activities in Service Manager 2012
  • Customizing Change Management Lists
  • Customizing Change Management Views
  • Creating Change Requests and Activities
  • Creating Change Request Templates
  • Creating Change and Activity Management Workflows
  • Lab : Working with Change Requests
  • Module 9: Release Management
  • Introducing Release Management
  • Customizing Release Management Lists
  • Customizing Release Management Views
  • Creating Release Records
  • Creating Release Record Templates
  • Creating Release Management Event Workflows
  • Lab : Working with Release Records
  • Module 10: Service Level Management
  • Introducing Service Level Management
  • Creating a New Calendar Item
  • Creating a New Metric Item
  • Creating a New Service Level Objective
  • Configuring Notifications
  • Lab : Creating a Service Level Objective in Service Manager 2012
  • Module 11: Using the Self-Service Portal
  • Introducing the Self-Service Portal
  • Introducing the Service Catalog
  • Creating Service Offerings and Request Offerings
  • Customizing the Self-Service Portal
  • Lab : Working with the Self-Service Portal
  • Module 12: Managing the Data Warehouse and Reporting
  • Introducing the Data Warehouse
  • Navigating the Data Warehouse Workspaces
  • Defining Data Warehouse Jobs
  • Exploring Different Data Warehouse Reports
  • Configuring Data Retention Settings
  • Using Windows PowerShell cmdlets
  • Lab : Exploring the Data Warehouse WorkspacesLab : Verifying the Data Warehouse RegistrationLab : Running
  • Reports in Service Manager 2012
  • Module 13: Orchestrator 2012 and Service Manager 2012 Integration
  • Introducing Orchestrator 2012
  • Navigating Orchestrator 2012 Interfaces
  • Creating Runbooks
  • Working with Integration Packs
  • Integrating Orchestrator 2012 with Service Manager 2012
  • Lab : Automating User Creation with a Runbook Automation Activity through the Self-Service Portal
  • Module 14: System Center 2012 Service Pack 1
  • Introducing System Center 2012 Service Pack 1
  • Deploying Service Pack 1
  • Exploring Service Pack 1 and Service Manager 2012
    Module 15: System Center 2012 Integration
  • This module consists of three labs. They are meant to be done either at the end of one of the System Center 2012 classes or as a stand-alone lab. There may be steps that students have already covered in previous labs.
  • Lab : Setting up the Initial Lab EnvironmentLab : Creating an Orchestrator 2012 RunbookLab : Working with Orchestrator System Center 2012 Runbooks

 

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a System Center 2012 Service Manager (55009) class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Prerequisites

Before attending this course, students must have:

  • 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).

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a System Center 2012 Service Manager (55009) class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date