System Center 2012 Service Manager (55009)

Course Overview

• Module 1: Introduction to System Center 2012 Service Manager
• History and Evolution of System Center 2012
• System Center 2012 Product Suite
• System Center 2012 Licensing
• System Center 2012 Service Manager
• Lab : Setting Up the Initial Lab EnvironmentLab : Introducing System Center 2012
• Module 2: Overview of ITIL and MOF
• Introducing ITIL and MOF Defining the Role of a Service Desk
• Applying ITIL and MOF to Service Manager 2012
• Lab : Applying ITIL and MOF to Service Manager 2012
• Module 3: Design and Deployment Considerations for Service Manager 2012
• 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
• 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
• Lab : Registering Service Manager with the Data WarehouseLab : Exploring the Service Manager ConsoleLab : Using PowerShell for Management Packs
• Module 5: Managing Service Manager 2012 Security
• Defining Role-Based Access Control
• Examining Service Manager 2012 Security
• Configuring User Roles in Service Manager 2012
• Lab : Managing Service Manager 2012 Security
• Module 6: Extending Service Manager 2012 with Connectors
• Defining the Configuration Management Database
• Considering the Role of Connectors
• Installing and Configuring Connectors
• Importing Data Using CSV Files
• Lab : Creating ConnectorsLab : Scripting Using PowerShell cmdlet
• Module 7: Incident Management
• 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 Incidents Requests
• Creating Incident Management Event Workflows
• Lab : Working with Incident Requests
• Module 8: Change Management and Activity Management
• 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
• Lab : Working with Change Requests
• Module 9: Release Management
• Introducing Release Management
• Customizing Release Management Lists
• Customizing Release Management Views
• Creating Release Records
• Creating Release Record Templates
• Creating Release Management Event Workflows
• Lab : Working with Release Records
• Module 10: Service Level Management
• Introducing Service Level Management
• Creating a New Calendar Item
• Creating a New Metric Item
• Creating a New Service Level Objective
• Configuring Notifications
• Lab : Creating a Service Level Objective in Service Manager 2012
• Module 11: Using the Self-Service Portal
• Introducing the Self-Service Portal
• Introducing the Service Catalog
• Creating Service Offerings and Request Offerings
• Customizing the Self-Service Portal
• Lab : Working with the Self-Service Portal
• Module 12: Managing the Data Warehouse and Reporting
• 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
• Lab : Exploring the Data Warehouse WorkspacesLab : Verifying the Data Warehouse RegistrationLab : Running
• Reports in Service Manager 2012
• Module 13: Orchestrator 2012 and Service Manager 2012 Integration
• Introducing Orchestrator 2012
• Navigating Orchestrator 2012 Interfaces
• Creating Runbooks
• Working with Integration Packs
• Integrating Orchestrator 2012 with Service Manager 2012
• Lab : Automating User Creation with a Runbook Automation Activity through the Self-Service Portal
• Module 14: System Center 2012 Service Pack 1
• 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
• This module consists of three labs. They are meant to be done either at the end of one of the System Center 2012 classes or as a stand-alone lab. There may be steps that students have already covered in previous labs.
• Lab : Setting up the Initial Lab EnvironmentLab : Creating an Orchestrator 2012 RunbookLab : Working with Orchestrator System Center 2012 Runbooks

Prerequisites

Before attending this course, students must have:

• 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).