Course Description
This four day course will provide students
with the key knowledge required to deploy and configure System Center 2012 SP1
Service Manager. Using hands-on labs, students will learn the following:
·
Where Service Manager sits within the
System Center 2012 SP1 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 SP1 Service Manager deployment.
·
How to upgrade an existing Service Manager
2010 environment to System Center 2012 SP1.
·
How to customize System Center 2012 SP1
Service Manager to be in line with corporate standards.
·
How to configure Incident and Problem Management.
·
How to configure Activity, Change and
Release Management.
·
How to configure Service Requests.
·
How to configure Service Level Management.
·
How to customize the Self-Service Portal.
·
How to configure Reporting and Analysis.
·
How to configure compliance with the
Process Pack for IT GRC
At Course Completion
After completing this course, students will
be able to:
·
Describe the key features of System Center
2012 SP1.
·
Describe System Center 2012 SP1 Service
Manager.
·
Describe the key methodologies adopted using
ITIL and MOF.
·
Describe how System Center 2012 SP1 Service
Manager adopts best practices using ITIL and 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.
Prerequisites
Before attending this course, students must
have:
·
Working knowledge of Windows Server 2008 R2
and Windows Server 2012.
·
Working knowledge of SQL Server 2008 R2 and
SQL Server 2012.
Course Outline
Module 1: Service Management Overview
Effective IT Service Management includes
process-driven methodologies that cover a broad spectrum of IT functions. This
can include change management, incident and problem management and release
management. Although no organization typically adopts any single IT Service
Management methodology most organizations, depending on their size and nature
of business will adopt a combination of processes and functions from many
different IT Service Management frameworks such as ITIL (IT Infrastructure
Library or MOF (Microsoft Operations Framework.
In this module you will learn many of the
ITIL and MOF best practices and procedures in delivering effective IT Service Management
and how System Center 2012 Service Manager can be used to implement them in
your organization.
Lessons
Introduction to Microsoft System Center
2012
System Center 2012 SP1 Service Manager
Overview and key features
ITIL & MOF Service Management
Adopting ITIL/MOF Best Practices with
Service Manager
Lab: Exploring the Service Manager Console
Exploring Work Items in Service Manager
Exploring Configuration Items in Service
Manager
After completing this module, students will
be able to:
Describe the key features of System Center
2012 SP1.
Describe System Center 2012 SP1 Service
Manager.
Describe the key methodologies adopted
using ITIL and MOF.
Describe how System Center 2012 SP1 Service
Manager adopts best practices using ITIL and MOF.
Module 2: Installing System Center 2012 SP1
Service Manager
Before installing System Center 2012 SP1
Service Manager in any environment there are many factors that you need to
consider. Firstly, you need to understand your current IT environment. This
includes how many users and computers are in the environment, how many
Incidents and Change Requests are raised on a weekly/monthly basis and how many
Analysts will be using the Service Manager Console. This information is
critical in planning a successful deployment of Service Manager as it will be
used to determine the hardware required for the various Service Manager
components. Service Manager relies on Microsoft SQL Server to stores it’s
operational and data warehouse databases so careful consideration should also
be given to the configuration of SQL Server when deploying Service Manager.
This includes the disk subsystem, memory and database collation. In this module
you will learn the key component and architecture of Service Manager including
the hardware and software requirements. You will also learn the security
requirements and considerations that should be taken into account before,
during and after deploying Service Manager. You will learn how to install the
various components of Service Manager including where components can and cannot
be shared on the same computer. Finally you will learn how to upgrade an
existing System Center Service Manager 2010 environment to System Center 2012
Service Manager.
Lessons
System Center 2012 SP1 Service Manager
Architecture and Core Components
Hardware and Software Requirements
Security Requirements
Installing System Center 2012 SP1 Service
Manager
Upgrading to System Center 2012 Service
Manager
Lab: Installing System Center 2012 SP1
Service Manager
Install the Service Manager Management
Group
Install the Data Warehouse Management Group
and Register the Service Manager Management Group with the Data Warehouse
Management Group
Install the Service Manager Self-Service
Portal and Confirm a Successful Installation
Lab: Upgrading to System Center 2012
Service Manager
Backup the Service Manager 2010 Environment
Upgrade Service Manager 2010 to System
Center 2012 Service Manager
After completing this module, students will
be able to:
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.
Module 3: Configuring base settings in
Service Manager
After installing Service Manager in your
environment there will be number of base configuration tasks that should be
performed in order to customize it to your environment and your needs. For
example, you will need to create an Active Directory Connector that imports
Users and Groups from the Active directory Domain. This will be required so
that you can assign Work Items such as Incidents to users in the organization.
It is also important to secure access to Service Manager so that only the
relevant people can use its functions. This involves creating User Roles using
User Role profiles so that when users open the Service Manager Console it is
scoped based on their role. Notifications should be configured so that relevant
staff can be notified when service levels are breached or when Incidents have
been assigned to them. Finally, in order to integrate Service Manager with other
System Center components such as Operations Manager and Orchestrator you will
need to create Connectors for these components. The Connector will be used to
import objects and use them as Configuration Items in Service Manager so that
they can be associated with Work Items such as Incidents and Change Requests.
In this module you will learn how to apply base configuration to Service
Manager so that it is customized to your environment.
Lessons
System Center 2012 SP1 Service Manager Base
Configuration
Configuring Notifications
Integrating System Center 2012 SP1 Service
Manager using Connectors
Configuring the Exchange Connector
Configuring Business Services
Lab: Configuring System Center 2012 SP1
Service Manager
Configure Service Manager Settings
Configure the Active Directory Connector
Configure User Roles
Configure Notifications
Configure System Center Connectors
Configure the Exchange Connector
Configure Business Services
After completing this module, students will
be able to:
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.
Module 4: Configuring Incident and Problem
Management
Incident and Problem management are two key
functions that form part of any Service Management solution. Not only should
you understand how Incidents and Problems are configured and managed you also
need to understand what constitutes an Incident or a Problem. In this module
you will learn how to differentiate an issue that occurs in the IT environment
between an Incident and a Problem. You will also learn how to configure
Incidents and Problems which includes creating Templates that can be used to
auto-populate Incident forms. Finally you will learn how Service Manager Queues
and Views can be created to filter Incidents and Problems. These can then be
used when configuring User Roles to restrict what Incidents and Problems
analysts can view and work on in the Service Manager Console.
Lessons
The Definition of an Incident and a Problem
Managing Incidents
Managing Problems
Using Queues and Views with Incidents and
Problems
Lab: Configuring Incident and Problem
Management
Create an Incident using the Service
Manager Console
Create an Incident Template
Using Incident Templates
Group Incidents and create a Problem Record
Create Queues and Views to filter Incidents
After completing this module, students will
be able to:
Describe the definition of an Incident and
a Problem.
Manage Incidents.
Manage Problems.
Use Queues and Views with Incidents and
Problems.
Module 5: Configuring Activity, Change and
Release Management
When changes need to occur in the IT
environment it is important that they are managed appropriately. The goal of
Change Management as described by ITIL is to “ensure that standardized methods
and procedures are used for efficient and prompt handling of all changes, in
order to minimize the impact of change-related incidents upon service quality,
and consequently to improve the day-to-day operations of the organization”. In
this module you will learn how Service Manager manages changes in the IT
environment by using Change Requests. This includes creating and managing
Activities such as Review Activities that are used to approve or reject
changes. You will also learn how Release Records are used to group,
schedule and develop approved changes.
Lessons
Managing Activities in Service Manager
Configuring Change Management
Configuring Release Management
Lab: Configuring Change and Release
Management
Create a Change Request with Review
Activities
Approve Activities and complete the Change
Request
Create a Release Record to control a
software update deployment
Create a Change Request and link Activities
in the Release Record
Configure Release Record Workflow Rules for
Notification
After completing this module, students will
be able to:
Configure Activity Management.
Configure Change Management.
Configure Release Management.
Module 6: Configuring and Managing Service
Requests
Service Request fulfillment is a key
function in the Service Management framework. By providing Service Request
fulfillment you can align your IT and business strategy and ensure that you
deliver business value with IT services. Service Manager provides Service
Request fulfillment by using best practice methodologies from both Microsoft
Operations Framework (MOF) 4.0 and Information Technology Infrastructure
Library (ITIL) V3.
In this module you will learn all aspects
of Service Request fulfillment within Service Manager with the exception of
Service Level Management which is covered in module 7.
Lessons
The Service Catalog, Request Offerings and
Service Offerings
Managing Service Requests and Catalog
Groups
The Self-Service Portal
Datacenter Resource Provisioning with the
Cloud Services Process Pack
Lab: Configuring Service Requests
Create a Request Offering
Create a Service Offering and include the
Request Offering
Submit a Service Request in the
Self-Service Portal and then fulfill the Service Request in the Service Manager
Console
Raise an Incident from the Self-Service
Portal and Resolve it in the Service Manager Console
Install the Cloud Services Process Pack
Configure the Cloud Services Process Pack
Provision a Virtual Machine using the Cloud
Services Process Pack
After completing this module, students will
be able to:
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.
Module 7: Configuring Service Level
Management
As defined by ITIL the mission statement
for Service Level Management is “Plan, coordinate, negotiate, report and manage
the quality of IT services at acceptable cost”. To provide effective
Service Level Management a number of key activities must be undertaken. In
addition to this, an ongoing activity to improve IT services is maintained.
This not only helps ensure that service levels are being met but also
ensures the business or businesses are satisfied with the level of service they
are receiving. In this module you will learn how Service Level Management
is implemented in Service Manager.
Lessons
Configuring Service Level Management
Viewing SLA information in Service Manager
Lab: Configuring Service Level Management
Create a Service Level Objective for an
Incident SLA
Create a Service Level Objective for a
Service Request SLA
Configure SLA Notifications
After completing this module, students will
be able to:
Configure Service Level Management.
View SLA information in Service Manager.
Module 8: Customizing the Self-Service
Portal
As Service Manager grows with your
environment you will quickly learn how important the Self-Service Portal is to
providing your end-users with self-service capabilities. Whether providing
services in a multi-tenant environment or services to your own organization’s
end-users it is important that when users login to the Self-Service Portal that
they can only see Service Offerings that they should have access to. Securing
the Self-Service Portal is covered in Lesson 3 of Module 6. From an aesthetic
perspective it is also important that when using the Self-Service Portal end-users
are presented with an interface that is easy to navigate and is pleasing to the
eye. This will also help ensure that end-users continue to use the
Self-Service Portal instead of ringing or emailing the helpdesk with requests.
In this module you will learn how to customize the Self-Service Portal so that
it is more aligned to your business by embedding a company logo and modifying
the theme in which the portal is displayed. You will also learn each of the
components on which the Self-Service Portal relies on.
Lessons
Components of the Self-Service Portal
Customizing the Self-Service Portal
Lab: Customizing the Self-Service Portal
Change the Title and Image
Enable multi-lingual support in the
Self-Service Portal
Add a new Navigation link to the Self-Service
Portal
After completing this module, students will
be able to:
Describe the components of the Self-Service
Portal.
Customize the Self-Service Portal.
Module 9: Using Reports and Analyzing Data
in Service Manager
Reporting in any IT Service Management
solution is a key function that provides a wealth of information. From
analyzing Incident trends to reporting on Software Update compliance, data
stored in the reporting data warehouse provides a historical view of how your
business environment has performed. Service Manager provides a number of
standard reports that become available once data from the Service Manager
database has been extracted and prepared in the Service Manager Data Warehouse.
To facilitate this, a number of Data Warehouse Jobs are used to extract,
transform and load the data into the Data Warehouse so that it can be used in
reports. It is important you understand how these data warehouse jobs operate
including how to troubleshoot jobs that have failed. Similarly, there are a number
of OLAP Cubes that can be used to perform advanced analytics on data that has
been collected in the data warehouse. It is important you understand how these
cubes are processed including how to analyze cube data in Microsoft Excel and
Microsoft SharePoint. In this module you will learn how to run reports in
Service Manager including how to manage and maintain the data warehouse jobs
and cubes on which reports rely on. Additionally you will learn how to perform
advanced analytics on cube data by using Excel and SharePoint.
Lessons
Running Reports in System Center 2012 SP1
Service Manager
Configuring and Running Data Warehouse Jobs
Troubleshooting failed Data Warehouse Jobs
Data Warehouse Cubes
Lab: Configuring Reports and Analyzing
Service Manager Data
Configuring, Running and Exporting Reports
Configuring Data Warehouse Job Schedules
Viewing the Status of Data Warehouse Jobs
Managing the Analysis Library
Analyzing Cube Data
After completing this module, students will
be able to:
Run reports in Service Manager.
Configure and run Data Warehouse Jobs.
Troubleshoot Data Warehouse Jobs.
Describe the Data Warehouse Cubes in
Service Manager.
Module 10: Configuring Compliance with the
Process Pack for IT GRCIT
Governance, Risk management and Compliance
(GRC) in most organizations is an important process that must be managed and
maintained appropriately. Depending on the nature of your business, you may
need to comply with regulatory requirements as set out by organizations such as
Sarbanes-Oxley (SOX) or the Payment Card Industry (PCI). Conversely (or
additionally), you may have your own internal regulatory requirements that must
be adhered to. In this final module you will learn how the Process Pack for IT
GRC can be used to help achieve compliance in your organization. This includes
installing and configuring the Process Pack for IT GRC for a typical industry
such as the payment card industry. You will also learn how to configure an IT
GRC Management Program and include components such as Authority Documents,
Control Objectives, and Control Activities for the program. Finally you will
learn how you can use the reports included with the Process Pack for IT GRC to
report on compliance within your organization.
Lessons
Overview of the Process Pack for IT GRC
Installing the Process Pack for IT GRC
Creating a Control Management Program
Managing a Control Management Program
Lab: Installing and Configuring the Process
Pack for IT GRC
Installing the Process Pack for IT GRC
Create an IT GRC Control Management Program
Edit a Control Management Program using
Microsoft Excel
Create an Exception and a Risk in the
Control Management Program
Use the Process Pack for IT GRC Reports to
Confirm Compliance
After completing this module,
students will be able to:
Describe the Process Pack for IT GRC.
Install the Process Pack for IT GRC.
Create a Control Management Program.
Manage a Control Management Program.