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. Using hands-on labs, students will learn the following:
• Where Service Manager sits within the System Center 2012 R2 product.
• What business and technical needs Service Manager is designed to meet
• How Service Manager aligns itself to ITIL and MOF.
• How to:
architect and implement a System Center 2012 R2 Service Manager deployment.
customize the Self-Service Portal.
troubleshoot Service Manager and perform disaster recovery.
create customized Service Manager forms
upgrade an existing Service Manager 2010 environment to System Center 2012.
customize System Center 2012 R2 Service Manager to be in line with corporate standards.
• How to configure:
Incident and Problem Management.
Activity, Change and Release Management.
Service Level Management.
Reporting and Analysis.
Module 1 : Service Management Overview
Module 2 : Installing System Center 2012 R2 Service Manager
Module 3 : Key concepts and features
Module 4 : Configuring Service Manager for Your Environment
Module 5 : Populating the Service Manager CMDB using Connectors
Module 6 : Managing incidents and problems
Module 7 : Managing Changes and releases
Module 8 : configuring and managing the Service Catalog
Module 9 : Automating business processes with Orchestrator
Module 10 : Configuring Service Level Management
Module 11 : Using reports and analysing data in Service Manager
Module 12 : Advanced Troubleshooting and Disaster Recovery
Module 13 : Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
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.
• Working knowledge of:
• windows Server 2008 R2 and Windows Server 2012
• SQL Server 2008 R2 and SQL Server 2012
• An understanding of the IT management processes that are included with ITIL and MOF