This 5 day instructor-led training class is presented by Microsoft training partners to their end customers. Channel Partners nationwide hire proven AMS Subject Matter Expert Microsoft Certified Trainers (MCT’s) to teach on-site or on-line classes.
This 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.
Course Objectives
- Explain the role of Service Manager 2012 and the entire System Center suite
- Describe the fundamentals of ITIL and MOF 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 environment
- Create service offerings and request offerings and customize the Self-Service Portal
- Implement runbook automation activities with Orchestrator 2012
- List System Center Service Pack 1 updates
- Integrate Service Manager 2012 with the System Center 2012 suite
Course Outline
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 A: Setting Up the Initial Lab Environment
- Lab B: 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: Introducing Service Management
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 A: Registering Service Manager with the Data Warehouse
- Lab B: Exploring the Service Manager Console
- Lab C: 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 A: Creating Connectors
- Lab B: Scripting Using PowerShell cmdlets
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 Incident 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 A: Exploring the Data Warehouse Workspaces
- Lab B: Verifying the Data Warehouse Registration
- Lab C: 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
Lab A: Setting up the Initial Lab Environment
Lab B: Creating an Orchestrator 2012 Runbook
Lab C: Working with Orchestrator 2012 Runbooks
To Hire a proven AMS Microsoft Service Manager 2012 Subject Matter Expert who also teaches this class, Call 800-798-3901 Today