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Microsoft System Center Service Manager 2012

overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL).
prerequisties
  • Windows Server 2008 R2 operating system.
  • Active Directory Domain Services (AD DS).
  • PowerShell and SQL Server Reporting Services.
  • Administration of other System Center 2012 products
Duration
Online
  • It is a 20 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

Corporate
  • It is a 5 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
Classroom
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • 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
  • 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
  • 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
  • Module 5: Managing Service Manager 2012 Security
    • Defining Role-Based Access Control
    • Examining Service Manager 2012 Security
    • Configuring User Roles in Service Manager 2012
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
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