10965: IT Service Management with System Center Service Manager

Faro
19 Nov 2018
a 23 Nov 2018
Laboral

09h30 - 17h30

Chat

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

 

After completing this course, students will be able to:

  • Describe Service Manager 2012 R2.
  • Install Service Manager 2012 R2.
  • Describe Service Manager usage cases.
  • Configure base settings in Service Manager 2012 R2.
  • Configure Incident and Problem Management.
  • Configure Activity, Change, and Release Management.
  • Configure and Manage Service Requests.
  • Automate business processes with Service Manager and Orchestrator.
  • Configure Service Level Management.
  • Customize The Self-Service Portal.
  • Use Reports and Analyze Data in Service Manager.
  • Perform advanced troubleshooting and disaster recovery in Service Manager.
  • Customize Service Manager Forms.

 

Destinatários

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.

Pré-Requisitos

Before attending this course, students must have:
  • Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
  • Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
  • An understanding of the IT management processes that are included with ITIL and MOF.

Programa

  • Service Management Overview
  • Installing System Center 2012 R2 Service Manager
  • Key Concepts and Features
  • Configuring Service Manager For Your Environment
  • Integrating Service Manager with the Hybrid Cloud
  • Managing Incidents and Problems
  • Managing Changes and Releases
  • Configuring and Managing the Service Catalog
  • Automating Business Processes with Orchestrator
  • Configuring Service Level Management
  • Using Reports and Analyzing Data in Service Manager
  • Advanced Troubleshooting and Disaster Recovery
  • Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool

Service Management Overview

  • Business Drivers Behind IT Service Management
  • Introduction to Microsoft System Center 2012 R2
  • System Center 2012 R2 Service Manager Overview and Key Features
  • Adopting ITIL/MOF Best Practices with Service Manager
  • Aligning IT Service Management Requirements to Service Manager
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

Lab : Installing System Center 2012 R2 Service Manager

Lab : Upgrading to System Center 2012 Service Manager

Key Concepts and Features
  • Overview of Management Packs
  • Overview of the Service Manager CMDB
  • Managing Activities
  • Managing Workflows
  • Managing Templates
  • Security and User Roles

Lab : Configuring Service Manager for StockTrader and DinnerNow

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

Lab : Configuring Service Manager for Your Environment

Integrating Service Manager with the Hybrid Cloud
  • Integrating Service Manager with Active Directory and other System Center Components
  • Integrating Service Manager with Exchange

Lab : Configuring Connectors in Service Manager

Managing Incidents and Problems
  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems

Lab : Configuring Incident and Problem Management

Managing Changes and Releases
  • Managing Change Requests
  • Managing Release Records

Lab : Configuring Change and Release Management

Configuring and Managing the Service Catalog
  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal

Lab : Configuring Service Requests

Automating Business Processes with Orchestrator
  • Overview of Orchestrator
  • Configuring Runbooks in Orchestrator
  • Configuring Integration between Orchestrator and Service Manager
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

Lab : Automating IT Processes in Service Manager

Configuring Service Level Management
  • Configuring Service Level Management
  • Viewing Service Level Agreement (SLA) Information in Service Manager

Lab : Configuring Service Level Management

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

Lab : Configuring Reports and Analyzing Service Manager Data

Advanced Troubleshooting and Disaster Recovery
  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager

Lab : Performing Disaster Recovery in Service Manager

Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
  • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
  • Creating New and Customized Forms by Using the Service Manager Authoring Tool

Lab : Creating Customized Forms by Using the Authoring Tool

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10965: IT Service Management with System Center Service Manager

Microsoft | 35h - Laboral: 09h30 - 17h30


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