Server Infrastructure 55009-System Center Service Manager 2012

55009-System Center Service Manager 2012

Location:

Date of Class:

Instructor:

Last Day To Enroll:

2975.00 2,975.00
$2,975.00
PRICE PER USER
$
X
USERS


=
SUBTOTAL
$
  • Course Delivery: Virtual Classroom
  • Language: English

Chat Live | Contact Us | Toll Free: (888) 360-8764

 

Description

This five-day course teaches students how to design, deploy and maintain Service Manager 2012 within their organizations. Students are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed within the System Center suite. In addition, students will learn how to customize the end user experience and automate service request responses, as well as learn best practices for using Service Manager 2012. This course incorporates hands-on learning opportunities so students can practice applying business solutions to real-world scenarios. After completion, students will have the skills necessary to manage Service Manager 2012 for maximum business benefit.
 

Course Objectives

  • 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
 

Topics Covered

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

 

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)
 

Subject Matter Expert

Productivity Point Global is led by a team of individuals with world-class experience in professional development skills and leading edge technologies. These established professionals collaborate to drive PPG's business forward through entrepreneurial innovation, strategic partnerships, brand management and sales growth. Productivity Point Global, previously ExecuTrain of Florida, began in 2003 and evolved out of a desire to increase our outreach both nationally and internationally. Utilizing the highest standard in customer service combined with our subject matter experts and high-end training venues, PPG has carved a niche by consistently expanding our corporate and government client base, originally hosted in the southeastern region of the US. By consistently setting quality as the benchmark of our value system, PPG combines strategic partnerships and cutting edge technology with our determined efforts to branch out into other regions. PPG's combination of technology and professional skills training, IT outsourcing, and event hosting enables us to place a focused emphasis on the diversified business needs of our clients. For more info please visit: http://www.productivitypoint.com/

Got questions? Contact us below or call 877-881-2235

Why Choose 360training.com?

  • Fast and easy courses completion
  • Get an education faster than at traditional colleges!
  • 100% online - No classroom attendance required.
  • Unlimited 24x7 online customer support
  • Over 500,000+ certified nationwide.