Course Description
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.
TARGET AUDIENCE: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:After completing this course, students will be able to:
•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.
Agenda
COURSE OUTLINE: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 1: Setting Up the Initial Lab Environment
Lab 2: Introducing System Center 2012
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 1: Introducing Service Management
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
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 1: Registering Service Manager with the Data Warehouse
Lab 2: Exploring the Service Manager Console
Lab 3: Using PowerShell for Management Packs
Managing Service Manager 2012 Security
- Defining Role-Based Access Control
Examining Service Manager 2012 Security
Configuring User Roles in Service Manager 2012
Lab 1: Managing Service Manager 2012 Security
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 1: Creating Connectors
Lab 2: Scripting Using PowerShell cmdlets
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 1: Working with Incident Requests
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 1: Working with Change Requests
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 1: Working with Release Records
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 1: Creating a Service Level Objective in Service Manager 2012
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 1: Working with the Self-Service Portal
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 1: Exploring the Data Warehouse Workspaces
Lab 2: Verifying the Data Warehouse Registration 7
Lab 3: Running Reports in Service Manager 2012
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 1: Automating User Creation with a Runbook Automation Activity through the Self-Service Portal 7
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
System Center 2012 Integration
- Lab 1: Setting up the Initial Lab Environment
Lab 2: Creating an Orchestrator 2012 Runbook
Lab 3: Working with Orchestrator System Center 2012 Runbooks 7
Audience
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.
Comments
Virtual 55009 System Center Service Manager 2012 Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.