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10965 - IT Service Management with System Center Service Manager

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Course Overview

Course Length: 5 days

Description:  This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.  Using hands-on labs, students will learn the following:

  • Where Service Manager sits within the System Center 2016 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 2016 Service Manager deployment.
  • How to upgrade an existing Service Manager 2012 R2 environment to System Center 2016.
  • How to customize System Center 2016 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.

Audience:  This course is intended for cloud and datacenter administrators who are new to System Center 2016 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 2016 Service Manager.

Prerequisites:  

  • Working knowledge of Windows Server 2012 R2 and Windows Server 2016.
  • Working knowledge of SQL Server 2012 and SQL Server 2014.
  • An understanding of the IT management processes that are included with ITIL and MOF.

What You're Going To Learn

  • Learn to describe Service Manager 2016.
  • Learn to upgrade to Service Manager 2016.
  • Learn to install Service Manager 2016.
  • Learn to describe Service Manager usage cases.
  • Learn to configure base settings in Service Manager 2016.
  • Learn to configure Incident and Problem Management.
  • Learn to configure Activity, Change, and Release Management.
  • Learn to configure and Manage Service Requests.
  • Learn to automate business processes with Service Manager and Orchestrator.
  • Learn to configure Service Level Management.
  • Learn to customize the Self-Service Portal.
  • Learn to use Reports and Analyze Data in Service Manager.
  • Learn to perform advanced troubleshooting and disaster recovery in Service Manager.
  • Learn to customize Service Manager Forms.

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Course Outline

  1. Service Management Overview
    1. Business Drivers behind IT Service Management.
    2. Introduction to Microsoft System Center 2016.
    3. System Center 2016 Service Manager Overview and Key Features.
    4. Adopting ITIL/ MOF Best Practices with Service Manager.
    5. Aligning IT Service Management Requirements to Service Manager.
  2. Installing System Center 2016 Service Manager
    1. System Center 2016 Service Manager Architecture and Core Components.
    2. Hardware, Software and Security Requirements.
    3. Planning and Sizing a System Center 2016 Service Manager Deployment.
    4. Installing System Center 2016 Service Manager.
    5. Installing and Configuring the Service Manager Self-Service Portal.
    6. Overview of the Service Manager Console.
    7. Upgrading to System Center 2016 Service Manager.
    8. Lab: Installing System Center 2016 Service Manager
      1. Installing the Service Manager Management Group.
      2. Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
      3. Installing the Service Manager Self-Service Portal and confirming a successful installation.
      4. Customizing the Self-Service Portal.
    9. Lab: Upgrading to System Center 2016 Service Manager
      1. Backing up the Service Manager 2012 R2 environment.
      2. Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager.
  3. Key Concepts and Features
    1. Overview of Management Packs.
    2. Overview of the Service Manager CMDB.
    3. Managing Activities.
    4. Managing Workflows.
    5. Managing Templates.
    6. Security and User Roles.
    7. Lab: Configuring Service Manager for StockTrader and DinnerNow
      1. Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow.
      2. Create a Management Pack, Work Item Templates and Configuration Items for StockTrader.
  4. Configuring Service Manager for Your Environment
    1. System Center 2016 Service Manager Initial Configuration.
    2. Configuring Business Services.
    3. Configuring Access for your Support Teams.
    4. Configuring Notifications.
    5. Lab: Configuring Service Manager For Your Environment
      1. Configuring Service Manager Settings.
      2. Configuring Business Services.
      3. Provisioning access for the DinnerNow and StockTrader support teams.
      4. Configuring Notifications.
  5. Populating the Service Manager CMDB using Connectors
    1. Integrating Service Manager with Active Directory and other System Center Components.
    2. Integrating Service Manager with Exchange.
    3. Lab: Configuring Connectors in Service Manager
      1. Configure System Center Connectors.
      2. Configure the Exchange Connector.
  6. Managing Incidents and Problems
    1. The Definition of an Incident and a Problem.
    2. Managing Incidents.
    3. Managing Problems.
    4. Using Queues and Views with Incidents and Problems.
    5. Lab: Configuring Incident and Problem Management
      1. Create an Incident using the Service Manager console.
      2. Using Incident Templates.
      3. Configuring an Incident Event Workflow to automatically update an Incident.
      4. Group Incidents and create a Problem Record.
      5. Creating Queues and Views to Filter Incidents.
  7. Managing Changes and Releases
    1. Managing Change Requests.
    2. Managing Release Records.
    3. Lab: Configuring Change and Release Management
      1. Create a Change Request with Review and Dependent Activities.
      2. Create a Release Record to manage changes.
      3. Configuring a Release Record Workflow Rule for Notification.
  8. Configuring and Managing the Service Catalog
    1. The Service Catalog, Request Offerings and Service Offerings.
    2. Managing Service Requests and Catalog Groups.
    3. The Self-Service Portal.
    4. Lab: Configuring Service Requests
      1. Create the Contoso Request Offering.
      2. Test the Contoso Request Offering.
      3. Create the StockTrader Request Offering.
      4. Test the StockTrader Request Offering.
  9. Automating Business Processes with Orchestrator
    1. Overview of Orchestrator.
    2. Configuring Runbooks in Orchestrator.
    3. Configuring Integration between Orchestrator and Service Manager.
    4. Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator.
    5. Lab: Automating IT Processes in Service Manager
      1. Automating a Request Offering for Contoso.
      2. Automating a Service Request for StockTrader.
  10. Configuring Service Level ManagementI
    1. Configuring Service Level Management.
    2. Viewing Service Level Agreement (SLA) Information in Service Manager.
    3. Lab: Configuring Service Level Management
      1. Create a Service Level Objective for an Incident SLA.
      2. Create a Service Level Objective for a Service Request SLA.
      3. Configure SLA Notifications.
  11. Using Reports and Analyzing Data in Service Manager
    1. Running Reports in System Center 2016 Service Manager.
    2. Configuring and Running Data Warehouse Jobs.
    3. Troubleshooting Failed Data Warehouse Jobs.
    4. Data Warehouse Cubes.
    5. Lab: Configuring Reports and Analyzing Service Manager Data
      1. Configuring, Running, and Exporting Reports.
      2. Creating a Custom Report.
      3. Configuring Data Warehouse Job Schedules.
      4. Viewing the Status of Data Warehouse Jobs.
      5. Managing the Analysis Library.
      6. Analyzing Cube Data.
  12. Advanced Troubleshooting and Disaster Recovery
    1. Performing Advanced Troubleshooting in Service Manager.
    2. Performing Disaster Recovery in Service Manager.
    3. Lab: Performing Disaster Recovery in Service Manager
      1. Recovering from a failed Service Manager Management Server.
      2. Recovering from a failed Service Manager Data Warehouse Management Server.
      3. Recovering from a failed Service Manager database.
  13. Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
    1. Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool.
    2. Creating New and Customized Forms by Using the Service Manager Authoring Tool.
    3. Lab: Creating Customized Forms by Using the Authoring Tool
      1. Extending the Incident Class.
      2. Customizing the Default Incident Form.
      3. Seal the Management Pack.
      4. Import the Management Pack and use the updated Incident form.

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