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Administering Microsoft System Center 2012 Service Manager

  • Price £1,995.00
  • Duration 4 day(s)
All major credit cards accepted

Description

This four-day course is a mix of in-depth instructor led training and hands-on labs where you will learn about the features, server roles and components included in System Center Service Manager 2012 SP1.

This class begins with an introduction to Service Manager 2012 followed by a detailed architectural discussion that explains how to design your Service Manager 2012 environment. Next, delegates will walk through an advanced installation of Service Manager 2012 and learn how to install the database, Management Server, Data Warehouse, and the Self Service Portal. Once the setup is complete, the delegates will perform other critical post installation configurations.

With a Service Manager 2012 environment built, attendees will learn how to populate the Service Manager CMDB using connectors to other Microsoft and System Center products, including Active Directory, Configuration Manager, Operations Manager, and Orchestrator. They will then move on to learn about Service Manager's role-based security.

With security in place, delegates will then learn the details of how Incident, Problem, Change, Release, and Service Management are implemented, including the different configurations and customizations that are available in the tool. They will also learn how to take advantage of the knowledge base, lists, queues, and templates, as well as how the data warehouse and reporting work.

Finally, the class will wrap up by looking at some of the advanced customization techniques available through the use of the Service Manager Authoring Console.

Prerequisites

MCSA certification, or equivalent knowledge

Course Content

Session 1: System Center Service Manager Overview

After completing this session delegates will:

Have a basic understanding of ITIL/MOF
Have a basic understanding of Service Desk Concepts
Understand what Service Manager is and how it applies the Service Desk Concept

Session 2: System Center Service Manager Architecture

After completing this session delegates will be able to:

Discuss the different components of Service Manager
Discuss the different architecture configuration for Service Manager
Discuss Service Manager Integration points with other System Center products
Discuss the internals of how Service Manager works

Session 3: Deploying Service Manager

After completing this session delegates will be able to:

Plan for Service Manager deployment
Install System Center Service Manager
Connect Service Manager Management Server to Data Warehouse
Understand and perform the necessary post installation tasks

Session 4: Self Service Portal

After completing this session delegates will be able to:

Discuss the Self Service Portal architecture and functionality
Install the Self Service Portal
Utilize the Self Service Portal as an end user
Utilize the Self Service Portal as an analyst
Customize the Self Service Portal

Session 5: Configuring Connectors

After completing this session delegates will be able to:

Understand the CMDB and Configuration Management concepts
Install/Use the Active Directory Connector
Install/Use the Configuration Manager Connector
Install/Use the Operations Manager Configuration Item Connector
Install/Use the Operations Manager Alerts Connector
Install/Use the Orchestrator Configuration Item Connector
Install/Use the CSV Connector

Session 6: Service Manager Security

After completing this session delegates will:

Understand role based security
Be able to create a new user role and restrict the view in the Service Console to specific groups
Understand the minimum requirements for the different service accounts and the action account

Session 7: Incident Management

After completing this session delegates will be able to:

Discuss basic ITIL/MOF Incident Concepts
Create Incidents
Customize Incident Lists
Create Incident Templates
Create Incident Views
Create Incident Workflows using the Service Console

Session 8: Problem Management

After completing this session delegates will be able to:

Discuss basic ITIL/MOF Problem Concepts
Create Problems
Customize Problem Lists
Create Problem Views
Create Problem workflows using the Service Console

Session 9: Change Management

After completing this session delegates will be able to:

Discuss basic ITIL/MOF Change Management Concepts
Create Change Requests
Discuss Manual and Review Activities
Create Change Request Templates
Create Change Request Views
Create Change Request workflows using the Service Console

Session 10: Release Management

After completing this session delegates will be able to:

Discuss basic ITIL/MOF Release Management Concepts
Create Release Requests
Create Release Request Templates
Create Release Request Views
Create Release Request workflows using the Service Console

Session 11: Service Requests

After completing this session delegates will be able to:

Discuss basic ITIL/MOF Service Request Concepts
Create Service Requests
Create Service Request Templates
Create Service Request Views
Create Service Request workflows using the Service Console, Orchestrator, and Self Service Portal

Session 12: Service Manager Library

After completing this session delegates will be able to:

Create/Update Knowledge Base Articles
Create/Update Queues
Create/Update Lists
Create/Update Templates
Create/Update Notifications

Session 13: Data Warehouse and Reporting

After completing this session delegates will be able to:

Describe the Service Manager Data Warehouse
Describe how reporting works in Service Manager
Run Reports
Create Favorite Reports
Create Linked Reports

Session 14: Management Pack Basics

After completing this session delegates will be able to:

Describe the basic components of a management pack
Discuss how management packs are used in Service Manager
Discuss best practices around management pack development, including naming conventions, inheritance, and relationships.

Session 15: Extending Service Manager - Part 1

After completing this session delegates will be able to:

Discuss when the Authoring Console should be used for content creation
Create a custom Configuration Item
Create a custom form for a Configuration Item
Load and use the custom Configuration Item and form in Service Manager
Populate custom Configuration Items using the CSV Connector

Session 16: Extending Service Manager - Part 2

After completing this session delegates will be able to:

Extend existing work item objects in Service Manager
Extend existing work item forms in Service Manager
Create new work item objects
Create new work item forms
Create custom workflows

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