IT Service Management with System Center Service Manager

Descrizione del corso

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

Programma

1. Service Management Overview
   • Business Drivers Behind IT Service Management
   • Introduction to Microsoft System Center 2012
   • System Center 2012 R2 Service Manager Overview and key features
   • ITIL & MOF Service Management
   • Adopting ITIL/MOF Best Practices with Service Manager
2. Installing System Center 2012 R2 Service Manager
   • System Center 2012 R2 Service Manager Architecture and Core Components
   • Hardware, Software and Security Requirements
   • Planning and Sizing a System Center 2012 R2 Service Manager Deployment
   • Installing System Center 2012 R2 Service Manager
   • Installing and Configuring the Service Manager Self-Service Portal
   • Overview of the Service Manager Console
   • Upgrading to System Center 2012 Service Manager
3. Key concepts and features
   • Overview of Management Packs
   • Overview of the Service Manager CMDB
   • Managing Activities
   • Managing Workflows
   • Managing Templates
   • Security and User Roles
4. Configuring Service Manager For Your Environment
   • System Center 2012 R2 Service Manager Initial Configuration
   • Configuring Business Services
   • Configuring Access for your Support Teams
   • Configuring Notifications
5. Integrating Service Manager with the Hybrid Cloud
   • Integrating Service Manager with Active Directory and other System Center Components
   • Integrating Service Manager with Exchange
6. Managing Incidents and Problems
   • The Definition of an Incident and a Problem
   • Managing Incidents
   • Managing Problems
   • Using Queues and Views with Incidents and Problems
7. Managing Changes and Releases
   • Managing Change Requests
   • Managing Release Record
8. Configuring and Managing the Service Catalog
   • The Service Catalog, Request Offerings and Service Offerings
   • Managing Service Requests and Catalog Groups
   • The Self-Service Portal
9. Automating Business Processes with Orchestrator
   • Configuring Integration between Orchestrator and Service Manager
   • Configuring Runbooks in Orchestrator
   • Configuring Runbook Automation Activity Templates in Service Manager
   • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
10. Configuring Service Level Management
    • Configuring Service Level Management
    • Viewing SLA information in Service Manager
11. Using Reports and Analyzing Data in Service Manager
    • Running Reports in System Center 2012 R2 Service Manager
    • Configuring and Running Data Warehouse Jobs
    • Troubleshooting failed Data Warehouse Jobs
    • Data Warehouse Cubes
12. Advanced Troubleshooting and Disaster Recovery
    • Performing advanced troubleshooting in Service Manager
    • Performing Disaster Recovery in Service Manager
13. Creating Custom Forms and Items in Service Manager
    • Key Concepts in creating customized forms
    • Creating a Customized form using the Authoring Console