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Objectives

After completing this course, you should be able to: • 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

Prerequisites

Before taking this course, students should be familiar with the following: • Windows Server 2008 R2 operating system • Active Directory Domain Services (AD DS) • PowerShell and SQL Server Reporting Services • Service Manager (helpful but not required) • Administration of other System Center 2012 products (helpful but not required) • Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required)

Outline

Module 1: Introduction to System Center 2012 Service Manager After this module, students will be able to: •Explain the history and evolution of System Center 2012 •Differentiate between each of the Systems Center products •Describe System Center 2012 licensing •Identify the purpose and function of Service Manager 2012 Module 1 lessons: •History and Evolution of System Center 2012 •System Center 2012 Product Suite •System Center 2012 Licensing •System Center 2012 Service Manager Module 1 labs: •Lab A: Setting Up the Initial Lab Environment •Lab B: Introducing System Center 2012 Module 2: Overview of ITIL and MOF After this module, students will be able to: •Provide an overview of ITIL and MOF •Describe the role of a service desk •Explain how Service Manager 2012 fulfills standards set in ITIL and MOF Module 2 lessons: •Introducing ITIL and MOF •Defining the Role of a Service Desk •Applying ITIL and MOF to Service Manager 2012 Module 2 lab: •Lab: Introducing Service Management Module 3: Design and Deployment Considerations for Service Manager 2012 After this module, students will be able to: •Define roles of the Service Manager components and explain Service Manager 2012 architecture •Consider key questions before deploying Service Manager 2012 •Differentiate between various deployment options and determine what is needed •Define the purpose of each service account •List and ensure the hardware and software requirements •Consider SQL Server requirements Module 3 Lessons: •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 After this module, students will be able to: •Install the Service Manager management server •Install the Service Manager data warehouse management server •Navigate the Service Manager workspaces and explain configuration options •Define the role of the Service Manager data warehouse •Register the Service Manager management group with the data warehouse group •Describe the makeup of a management pack •Describe how management packs extend the function of Service Manager 2012 •Import and configure management packs •Apply best practices to management packs •Complete various tasks using the Service Manager 2012 cmdlets Module 4 Lessons: •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 Module 4 labs: •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 After this module, students will be able to: •Explain role-based access control •Describe role-based access control in Service Manager 2012 •Manage user roles and Run As accounts in Service Manager 2012 Module 5 lessons: •Defining Role-Based Access Control •Examining Service Manager 2012 Security •Configuring User Roles in Service Manager 2012 Module 5 lab: •Lab: Managing Service Manager 2012 Security Module 6: Extending Service Manager 2012 with Connectors After this module, students will be able to: •Describe the role of the Configuration Management Database •Explain the purpose and function of Service Manager connectors •Install and configure connectors •Import configuration items using .csv files Module 6 lessons: •Defining the Configuration Management Database •Considering the Role of Connectors •Installing and Configuring Connectors •Importing Data Using CSV Files Module 6 labs: •Lab A: Creating Connectors •Lab B: Scripting Using PowerShell cmdlets Module 7: Incident Management After this module, students will be able to: •Define incident management and problem management •List options for generating incidents •Define incident relationships •Customize incident management and problem management settings •Customize incident management views and lists •Create new incidents •Explain incident request templates and their importance •Create an incident request template •Use templates with incident requests •Create an incident management event workflow Module 7 lessons: •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 Module 7 lab: •Lab: Working with Incident Requests Module 8: Change Management and Activity Management After this module, students will be able to: •Define change management •Differentiate between change requests and activities •Describe the change management process •Define the activities available in Service Manager 2012 and the associated IT processes •Customize change management settings •Customize change management views and lists •Create change requests and activities •Explain change request templates and their importance •Create a change request template •Create a change and activity management event workflow Module 8 lessons: •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 Module 8 lab: •Lab: Working with Change Requests Module 9: Release Management After this module, students will be able to: •Define release management •Discuss the relationship between release records and change requests •Customize release management settings •Customize release management views and lists •Create release records •Explain release record templates and their importance •Create release record templates •Create a release management workflow Module 9 lessons: •Introducing Release Management •Customizing Release Management Lists •Customizing Release Management Views •Creating Release Records •Creating Release Record Templates •Creating Release Management Event Workflows Module 9 labs: •Lab: Working with Release Records Module 10: Service Level Management After this module, students will be able to: •Explain service level management •Set up calendars, queues and metrics •Create service level objectives (SLOs) •Configure notifications Module 10 lessons: •Introducing Service Level Management •Creating a New Calendar Item •Creating a New Metric Item •Creating a New Service Level Objective •Configuring Notifications Module 10 lab: •Lab: Creating a Service Level Objective in Service Manager 2012 Module 11: Using the Self-Service Portal After this module, students will be able to: •Explain the function and design of the Self-Service Portal •Describe the role of a service catalog •Differentiate between service offerings and request offerings •Customize Self-Service Portal lists, views and templates •Create a service offering and a request offering •Customize the Self-Service Portal Module 11 lessons: •Introducing the Self-Service Portal •Introducing the Service Catalog •Creating Service Offerings and Request Offerings •Customizing the Self-Service Portal Module 11 lab: •Lab: Working with the Self-Service Portal Module 12: Managing the Data Warehouse and Reporting After this module, students will be able to: •Describe the role of the data warehouse and its components •Define data warehouse jobs •List and explain types of reports available •Run reports and advanced reports •Customize data retention settings •List data warehouse functions that use PowerShell cmdlets Module 12 lessons: •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 Module 12 labs: •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 After this module, students will be able to: •Explain what Orchestrator 2012 is and how it works •Navigate Orchestrator 2012 interfaces •Create a simple runbook in Orchestrator 2012 •Implement runbook automation activities in Service Manager 2012 •Discuss the integration benefits of Orchestrator 2012 with Service Manager 2012 •Configure integration between Service Manager 2012 and Orchestrator 2012 •Install and configure the Active Directory Integration Pack for Orchestrator 2012 •Publish a request offering and a runbook automation activity in the Self-Service Portal Module 13 lessons: •Introducing Orchestrator 2012 •Navigating Orchestrator 2012 Interfaces •Creating Runbooks •Working with Integration Packs •Integrating Orchestrator 2012 with Service Manager 2012 Module 13 lab: •Lab: Automating User Creation with a Runbook Automation Activity through the Self-Service Portal Module 14: System Center 2012 Service Pack 1 After this module, students will be able to: •List the SP1 updates for each of the System Center 2012 products •Explain upgrade sequencing and system requirements for SP1 •Provides details on the SP1 improvements to Service Manager 2012 Module 14 Lessons: •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 After completing this module, students will be able to: •Integrate Service Manager 2012 with Orchestrator 2012 and Operations Manager 2012 •Configure Operations Manager 2012 with Service Manager 2012 to look for an event •Build an Orchestrator 2012 runbook to monitor Service Manager 2012 for the event •Work with pre-built Orchestrator 2012 runbooks Module 15 Labs: •Lab A: Setting up the Initial Lab Environment •Lab B: Creating an Orchestrator 2012 Runbook •Lab C: Working with Orchestrator 2012 Runbooks

Cancellations:

Standard and Professional Desktop Application & Professional Development classes may be cancelled or rescheduled by the client at least four (4) business days in advance without penalty. A full credit (no refunds) will be applied to future training on all cancelled classes that meet the above-stated criteria. A cancellation fee equal to the course fee will be incurred if a student provides less than 4 days’ notice for any Standard or Professional Desktop Applications, or Professional Development Skills class cancellations. Technical courses or Private classes may be cancelled or rescheduled (no refunds) greater than two weeks in advance without charge. The client is responsible for 50% of the class fee if a technical or private class is canceled or rescheduled within two weeks of the class date, and full price if the course is canceled or rescheduled within one week of the class date.
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FL Fort Lauderdale1/29/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264495
Virtual Live1/29/2018 10:00:00 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 days2975.002266549
FL Miami2/26/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264497
Virtual Live2/26/2018 10:00:00 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 days2975.002266553
FL Fort Lauderdale3/26/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264499
Virtual Live3/26/2018 10:00:00 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 days2975.002266555
FL Miami4/23/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264501
Virtual Live4/23/2018 10:00:00 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 days2975.002266559
FL Fort Lauderdale5/21/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264503
Virtual Live5/21/2018 10:00:00 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 days2975.002266563
FL Miami6/18/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264505
Virtual Live6/18/2018 10:00:00 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 days2975.002266567
FL Fort Lauderdale7/16/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264494
Virtual Live7/16/2018 10:00:00 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 days2975.002266550
FL Miami8/13/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264496
Virtual Live8/13/2018 10:00:00 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 days2975.002266552
FL Fort Lauderdale9/10/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264498
Virtual Live9/10/2018 10:00:00 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 days2975.002266554
FL Miami10/8/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264500
Virtual Live10/8/2018 10:00:00 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 days2975.002266558
FL Fort Lauderdale11/5/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264502
Virtual Live11/5/2018 10:00:00 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 days2975.002266562
FL Miami12/3/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>5 days2975.002264504
Virtual Live12/3/2018 10:00:00 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 days2975.002266566
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