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This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.


TARGET AUDIENCE:
This course is intended for 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.

COURSE OBJECTIVES:
After completing this course, students will be able to:Describe Service Manager 2012 R2.Install Service Manager 2012 R2.Describe Service Manager usage cases.Configure base settings in Service Manager 2012 R2.Configure Incident and Problem Management.Configure Activity, Change, and Release Management.Configure and Manage Service Requests.Automate business processes with Service Manager and Orchestrator.Configure Service Level Management.Customize The Self-Service Portal.Use Reports and Analyze Data in Service Manager.Perform advanced troubleshooting and disaster recovery in Service Manager.Customize Service Manager Forms.

Lesson 1: Service Management Overview

    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

Lesson 2: Installing System Center 2012 SP1 Service Manager

    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
    Lab : Upgrading to System Center 2012 Service Manager

Lesson 3: Configuring base settings in Service Manager

    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

Lesson 4: Configuring Incident and Problem Management

    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

Lesson 5: Configuring Activity, Change and Release Management

    Managing Activities in Service Manager
    Configuring Change Management
    Configuring Release Management
    Lab : Configuring Change and Release Management

Lesson 6: Configuring and Managing Service Requests

    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

Lesson 7: Configuring Service Level Management

    Configuring Service Level Management
    Viewing SLA information in Service Manager
    Lab : Configuring Service Level Management

Lesson 8: Customizing the Self-Service Portal

    Components of the Self-Service Portal
    Customizing the Self-Service Portal
    Lab : Customizing the Self-Service Portal

Lesson 9: Using Reports and Analyzing Data in Service Manager

    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

Lesson 10: Configuring Compliance with the Process Pack for IT GRC

    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
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Virtual Live2/19/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>5 days2975.002268579
TX Austin2/19/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>5 days2975.002275167
Virtual Live6/11/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>5 days2975.002268580
PA Pittsburgh6/11/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>5 days2975.002275259
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