- 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.
- 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.
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.
Module 1: Service Management OverviewEffective IT Service Management includes process-driven methodologies that cover a broad spectrum of IT functions. This can include change management, incident and problem management and release management. In this module you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2012 R2 Service Manager can be used to implement them in your organization.
- 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
Module 2: Installing System Center 2012 R2 Service Manager
Before installing System Center 2012 R2 Service Manager in any environment there are many factors that you need to consider. Firstly, you need to understand your current IT environment.
- 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
Module 3: Key Concepts and Features
Before you start to configure Service Manager to meet your requirements it is important that you understand some of the key concepts and features found in the Service Manager Console.
- Overview of Management Packs
- Overview of the Service Manager CMDB
- Managing Activities
- Managing Workflows
- Managing Templates
- Security and User Roles
Module 4: Configuring Service Manager For Your Environment
After installing Service Manager in your environment there will be number of initial configuration tasks that should be performed in order to customize it to your environment and your needs.
- System Center 2012 R2 Service Manager Initial Configuration
- Configuring Business Services
- Configuring Access for your Support Teams
- Configuring Notifications
Module 5: Integrating Service Manager with the Hybrid Cloud
Connectors in Service Manager provide a key function in populating the Service Manager CMDB. For example, the Operations Manager CI Connector imports discovered objects such as web sites and databases into Service Manger so that they can be added to work items such as Incidents and Change Requests.
- Integrating Service Manager with Active Directory and other System Center Components
- Integrating Service Manager with Exchange
Module 6: Managing Incidents and Problems
Incident and Problem management are two key functions that form part of any Service Management solution. Not only should you understand how Incidents and Problems are configured and managed you also need to understand what constitutes an Incident or a Problem.
- The Definition of an Incident and a Problem
- Managing Incidents
- Managing Problems
- Using Queues and Views with Incidents and Problems
Module 7: Managing Changes and Releases
When changes need to occur in the IT environment it is important that they are managed appropriately. The goal of Change Management as described by ITIL is to “ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization”.
- Managing Change Requests
- Managing Release Records
Module 8: Configuring and Managing the Service Catalog
Service Request fulfillment is a key function in the Service Management framework. By providing Service Request fulfillment you can align your IT and business strategy and ensure that you deliver business value with IT services. In this module you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in Module 10.
- The Service Catalog, Request Offerings and Service Offerings
- Managing Service Requests and Catalog Groups
- The Self-Service Portal
Module 9: Automating Business Processes with Orchestrator
When Service Manager and Orchestrator have been integrated the ability to automate business processes in Service Manager is made available. Orchestrator can be used to create, update and manage items in Service Manager and Service Manager can be used to initiate Orchestrator Runbooks.
- 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
Module 10: Configuring Service Level Management
As defined by ITIL the mission statement for Service Level Management is “Plan, coordinate, negotiate, report and manage the quality of IT services at acceptable cost”.
- Configuring Service Level Management
- Viewing SLA information in Service Manager
Module 11: Using Reports and Analyzing Data in Service Manager
Reporting in any IT Service Management solution is a key function that provides a wealth of information. From analyzing Incident trends to reporting on Software Update compliance, data stored in the reporting data warehouse provides a historical view of how your business environment has performed.
- Running Reports in System Center 2012 R2 Service Manager
- Configuring and Running Data Warehouse Jobs
- Troubleshooting failed Data Warehouse Jobs
- Data Warehouse Cubes
Module 12: Advanced Troubleshooting and Disaster Recovery
Over time there may be the need to troubleshoot your Service Manager environment and perform disaster recovery tasks such as restoring the Service Manager databases or recovering from a failed Management Server.
- Performing advanced troubleshooting in Service Manager
- Performing Disaster Recovery in Service Manager
Module 13: Creating Custom Forms and Items in Service Manager
In most cases the out-of-box forms that are included with Service Manager will be sufficient for your day-to-day IT Service Management requirements. However, in some cases you may find the need to create a custom form that is used to collect information that is not currently possible with the existing forms.
- Key Concepts in creating customized forms
- Creating a Customized form using the Authoring Console
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