This 4 day instructor-led training class is presented by Microsoft training partners to their end customers. Training partners in North America and the UK hire proven AMS Subject Matter Expert Microsoft Certified Trainers (MCT’s) to teach on-site and on-line classes.
This class will provide IT Service Management students with the key knowledge required to deploy and configure System Center 2012 SP1 Service Manager. In addition, this class 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 class 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.
Class Objectives:
• Describe the key features of System Center 2012 SP1.
• Describe System Center 2012 SP1 Service Manager.
• Describe the key methodologies adopted using ITIL & MOF.
• Describe how System Center 2012 SP1 Service Manager adopts best practices using ITIL & MOF.
• Describe the System Center 2012 SP1 Service Manager Architecture and Core Components.
• Describe the Hardware and Software Requirements of System Center 2012 SP1 Service Manager.
• Describe the Security Requirements of System Center 2012 SP1 Service Manager.
• Install System Center 2012 SP1 Service Manager.
• Upgrade Service Manager 2010 to System Center 2012 SP1 Service Manager.
• Describe System Center 2012 Service Manager Base Configuration.
• Configure Notifications.
• Integrate System Center 2012 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.
• Perform datacenter resource provisioning with the Cloud Services Process Pack.
• 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.
• Describe the Process Pack for IT GRC.
• Install the Process Pack for IT GRC.
• Create a Control Management Program.
• Manage a Control Management Program.
Class Prerequisites:
• Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
• Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
Class Outline:
I. Module 1: Service Management Overview
1. Introduction to Microsoft System Center 2012
2. System Center 2012 SP1 Service Manager Overview and key features
3. ITIL & 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
II. Module 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
III. Module 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
IV. Module 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
V. Module 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
VI. Module 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
VII. Module 7: Configuring Service Level Management
1. Configuring Service Level Management
2. Viewing SLA information in Service Manager
3. Lab : Configuring Service Level Management
4. Create a Service Level Objective for an Incident SLA
5. Create a Service Level Objective for a Service Request SLA
6. Configure SLA Notifications
VIII. Module 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
IX. Module 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
X. Module 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
To Hire an AMS Microsoft System Center Service Manager Subject Matter Expert Consultant and Instructor who also teaches this class, call 800-798-3901 today!