10965: IT Service Management with System Center Service Manager

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10965: IT Service Management with System Center Service Manager

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This course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager.

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About This Course

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.
  • How to upgrade an existing Service Manager 2010 environment to System Center 2012.
  • How to customize System Center 2012 R2 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 troubleshoot Service Manager and perform disaster recovery.
  • How to create customized Service Manager forms.

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 Outline

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: Integrating Service Manager with the Hybrid Cloud
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 Analyzing Data in Service Manager
Module 12: Advanced Troubleshooting and Disaster Recovery
Module 13: Creating Custom Forms and Items in Service Manager

At Course Completion

After completing this course, students will be able to:

  • Describe the key features of System Center 2012 R2.
  • Describe System Center 2012 R2 Service Manager.
  • Describe the key methodologies adopted using ITIL and MOF.
  • Describe how System Center 2012 R2 Service Manager adopts best practices using ITIL and MOF.
  • Describe the System Center 2012 R2 Service Manager Architecture and Core Components.
  • Describe the Hardware and Software Requirements of System Center 2012 R2 Service Manager.
  • Describe the Security Requirements of System Center 2012 R2 Service Manager.
  • Install System Center 2012 R2 Service Manager.
  • Upgrade Service Manager 2010 to System Center 2012 Service Manager.
  • Describe System Center 2012 R2 Service Manager Base Configuration.
  • Configure Notifications.
  • Integrate System Center 2012 R2 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.
  • 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.
  • Perform advanced troubleshooting in Service Manager.
  • Perform disaster recovery in Service Manager.