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      • Microsoft Dynamics Training >
        • 80219 Financials I in Microsoft Dynamics AX 2012 training course
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        • 80289 What's New in Microsoft Dynamics CRM 2011 training course
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        • 80300 Introduction to Microsoft Dynamics AX 2012 training course
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        • 80534 Finance Essentials in Microsoft Dynamics NAV 2013 training course
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        • 80574 Receivables Management in Microsoft Dynamics GP 2013 training course
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        • 10979 Microsoft Azure Fundamentals
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        • 10135 Configuring, Managing and Troubleshooting Microsoft Exchange Server 2010 Service Pack 2 training course
        • 10508 Planning, Deploying, and Managing Microsoft Exchange Server 2010 Unified Messaging training course
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        • 10968 Designing for Office 365 Infrastructure training course
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        • 40041 Introduction to Office 365 training course
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        • 10231 Designing a Microsoft SharePoint 2010 Infrastructure training course
        • 10232 Designing and Developing Microsoft SharePoint Server 2010 Applications training course
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        • 10805 Microsoft SharePoint 2010 Search for Application Developers training course
        • 10806 Microsoft FAST Search Server 2010 for SharePoint for Application Developers training course
        • 20331 Core Solutions of Microsoft SharePoint Server 2013 training course
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        • 20339-1 Planning and Administering SharePoint 2016 Training Course
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        • 20488 Developing Microsoft SharePoint Server 2013 Core Solutions training course
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        • 50351 SharePoint 2010 Overview for Developers Training Course
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        • 50429 SharePoint 2010 Business Intelligence Training Course
        • 50468 SharePoint 2010 End User - Level I Training Course
        • 50469 SharePoint 2010 End User - Level II Training Course
        • 50470 Microsoft SharePoint Server 2010 for the Site Owner/Power User Training Course
        • 50478 SharePoint 2010 Advanced Foundation Development Training Course
        • 50547 Microsoft SharePoint 2010 Site Collection and Site Administration training course
        • 50562 The SharePoint Shepherd’s Course for End Users training course
        • 50575 SharePoint 2010 End User training course
        • 55003 SharePoint 2010 Business Intelligence Services training course
        • 55010 SharePoint Designer 2010 - Customizing and Branding SharePoint 2010 training course
        • 55014 Upgrading Your Development Skills to SharePoint 2013 training course
        • 55016 Introduction to SharePoint 2010 training course
        • 55026 Upgrading your End User Skills to SharePoint 2013 training course
        • 55028 SharePoint 2013 Power User training course
        • 55029 Introduction to SharePoint 2013 for Collaboration and Document Management training course
        • 55031 SharePoint 2013 End User training course
        • 55033 SharePoint 2013 Site Collection and Site Administration training course
        • 55035 Microsoft SharePoint Server 2013 for the Site Owner/Power User training course
        • 55037 SharePoint 2013 Search Inside Out training course
        • 55042 SharePoint 2013 Business Intelligence training course
        • 55049 PowerPivot, Power View and SharePoint 2013 Business Intelligence Center for Analysts training course
        • 55050 SharePoint 2013 End User Level I training course
        • 55052 SharePoint 2013 End User Level II training course
        • 55057 SharePoint 2013 PerformancePoint Services training course
        • 55063 Advanced SharePoint 2013 Business Intelligence training course
        • 55066 PowerShell for SharePoint Administrators training course
        • 55102 The SharePoint 2013 Server Collection and Site Templates training course
      • Microsoft SQL Server Training and Certification >
        • 10774 Querying Microsoft SQL Server 2012 training course
        • 10775 Administering Microsoft SQL Server 2012 Databases training course
        • 10776 Developing Microsoft SQL Server 2012 Databases training course
        • 10777 Implementing a Data Warehouse with Microsoft SQL Server 2012 training course
        • 10778 Implementing Data Models and Reports with Microsoft SQL Server 2012 training course
        • 10977 Updating Your SQL Server Skills to Microsoft SQL Server 2014 training course
        • 10986 Updating Your Skills to SQL Server 2016 Training Course
        • 10987 Performance Tuning and Optimizing SQL Databases Training Course
        • 10988 Managing SQL Business Intelligence Operations Training Course
        • 10989 Analyzing Data with Power BI training course
        • 10990 Analyzing Data with SQL Server Reporting Services Training Course
        • 20461 Querying Microsoft SQL Server Training Course
        • 20462 Administering Microsoft SQL Server Databases training course
        • 20463 Implementing a Data Warehouse with Microsoft SQL Server training course
        • 20464 Developing Microsoft SQL Server Databases training course
        • 20465 Designing Database Solutions for Microsoft SQL Server 2012 training course
        • 20466 Implementing Data Models and Reports with Microsoft SQL Server training course
        • 20467 Designing Business Intelligence Solutions with Microsoft SQL Server 2012 training course
        • 20761 Querying Data with Transact-SQL Training Course
        • 20762 Developing SQL Databases Training Course
        • 20764 Administering a SQL Database Infrastructure Training Course
        • 20765 Provisioning SQL Databases Training Course
        • 40008 Updating your Database Skills to Microsoft SQL Server 2012 training course
        • 40009 Updating your Business Intelligence Skills to Microsoft SQL Server 2012 training course
        • 40045 Microsoft SQL Server for Oracle DBAs training course
        • 40074 Microsoft SQL Server 2014 for Oracle DBAs training course
        • 50592 Advanced SQL Azure training course
        • 55005 Microsoft Report Builder 3.0 with SQL 2008R2, SQL 2012 Express and SQL 2012 training course
        • 55040 Data Mining, Predictive Analytics with Microsoft Analysis Services and Excel PowerPivot training course
        • 55119 SQL Server 2012 Reporting Services Training Course
        • 55120 Quick SQL Server Integration Services 2012 Training Course
        • 55124 Quick Microsoft SQL Server 2012 Reporting Services Training Course
        • 55144 SQL Server 2014 Performance Tuning and Optimization Training Course
        • 55164 Quick Powerful Graphics with Power View. PowerPivot, Power Query, Power Map and Power BI Training Course
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        • 1913 Exchanging and Transforming Data Using XML and XSLT training course
        • 2667 Introduction to Programming Training Course
        • 10262 Developing Windows Applications with Microsoft Visual Studio 2010 training course
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        • 10554 Developing Rich Internet Applications Using Microsoft Silverlight 4 training course
        • 10953 HTML5 Programming training course
        • 10958 Programming Fundamentals of Web Applications training course
        • 20497 Software Testing with Visual Studio 2013 training course
        • 20480 Programming in HTML5 with JavaScript and CSS3 training course
        • 20481 Essentials of Developing Windows Store Apps Using HTML5 and JavaScript training course
        • 20482 Advanced Windows Store App Development Using HTML5 and JavaScript training course
        • 20483 Programming in C# training course
        • 20484 Essentials of Developing Windows Store Apps Using C# training course
        • 20485 Advanced Windows Store App Development Using C# training course
        • 20486 Developing ASP.NET MVC 4 Web Applications training course
        • Javascript HTML and CSS Web Development Training Course
        • 50564 Introduction to HTML5 training course
        • 55011 The ITIL Foundation Certificate in IT Service Management training course
      • System Center 2012 Training and Certification >
        • 10747 Administering System Center 2012 Configuration Manager training course
        • 10748 Planning and Deploying System Center 2012 Configuration Manager training course
        • 10964 Cloud & Datacenter Monitoring with System Center Operations Manager training course
        • 10981 Infrastructure Provisioning with System Center Virtual Machine Manager Training Course
        • 20246 Monitoring and Operating a Private Cloud training course
        • 20247 Configuring and Deploying a Private Cloud training course
        • 20695 Deploying Windows Devices and Enterprise Apps training course
        • 20696 Managing Enterprise Devices and Apps using System Center Configuration Manager training course
        • 55004 Installing and Configuring System Center 2012 Operations Manager training course
        • 55006 Systems Center 2012 Operations Manager training course
        • 55007 System Center 2012 Orchestrator training course
        • 55009 System Center 2012 Service Manager training course
      • Windows Server Training and Certification >
        • MD-100T01 Installing Windows 10 Training Course
        • 10215 Implementing and Managing Microsoft Server Virtualization training course
        • 10324 Implementing and Managing Microsoft Desktop Virtualization training course
        • 10961 Automating Administration with Windows PowerShell training course
        • 10962 Advanced Automated Administration with Windows PowerShell training course
        • 10967 Fundamentals of a Windows Server Infrastructure training course
        • 10965 IT Service Management with System Center Service Manager training course
        • 10969 Active Directory Services with Windows Server training course
        • 10970 Networking with Windows Server training course
        • 10971 Storage and High Availability with Windows Server training course
        • 10972 Administering the Web Server (IIS) Role of Windows Server training course
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        • 10983 Upgrading Your Supporting Skills to Windows Server 2016
        • 20334 Core Solutions of Microsoft Skype for Business 2015 training course
        • 2821 Deploying and Managing a Public Key Infrastructure Training Course
        • 20409 Server Virtualization with Windows Server Hyper-V and System Center training course
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        • 20417 Upgrading Your Skills to MCSA Windows Server 2012 training course
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System Center 2012 Service Manager Training Course

Course 55009
5 Days

Instructor-Led Live: $2,495
Instructor-Led Remote: $1,995 - Learn more

Course Overview
This five-day course teaches students how to design, deploy and maintain Service Manager 2012 within their organizations. Students are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed within the System Center suite. In addition, students will learn how to customize the end user experience and automate service request responses, as well as learn best practices for using Service Manager 2012. This course incorporates hands-on learning opportunities so students can practice applying business solutions to real-world scenarios. After completion, students will have the skills necessary to manage Service Manager 2012 for maximum business benefit.

Audience
Course 55009: System Center 2012 Service Manger is targeted at IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012. 

Course Outline
Module 1: Introduction to System Center 2012 Service Manager
This module introduces students to Microsoft System Center 2012 and Service Manager 2012. It provides a brief overview of the products in the System Center 2012 suite, covers licensing, reviews service management best practices, and takes a deeper look into the purpose and function of Service Manager 2012.
Lessons
  • History and Evolution of System Center 2012
  • System Center 2012 Product Suite
  • System Center 2012 Licensing
  • System Center 2012 Service Manager
Lab 1: Setting Up the Initial Lab Environment
Lab 2: Introducing System Center 2012
After completing this module, students will be able to:
  • Explain the history and evolution of System Center 2012.
  • Differentiate between each of the Systems Center products.
  • Describe System Center 2012 licensing.
  • Identify the purpose and function of Service Manager 2012.

Module 2: Overview of ITIL and MOF
This module provides an overview of the ITIL and MOF standards and ways in which Service Manager 2012 fulfills these standards. It also defines the role of a service desk and how it differs from a help desk and call center.
Lessons
  • Introducing ITIL and MOF
  • Defining the Role of a Service Desk
  • Applying ITIL and MOF to Service Manager 2012
Lab 1: Introducing Service Management
After completing this module, students will be able to:
  • Provide an overview of ITIL and MOF.
  • Describe the role of a service desk.
  • Explain how Service Manager 2012 fulfills ITIL and MOF standards.

Module 3: Design and Deployment Considerations for Service Manager 2012
This module prepares students to deploy Service Manager 2012 by introducing its architecture and roles of key components. Students will gain a basic understanding of the four steps in the design process. They will also learn how to determine what size deployment they need by getting answers to key questions and analyzing different deployment scenarios. Finally, students will review service accounts to configure hardware and software requirements and SQL Server installation.
Lessons
  • Examining the Service Manager 2012 Architecture
  • Designing Service Manager 2012
  • Analyzing Deployment Scenarios
  • Preparing to Deploy Service Manager 2012
After completing this module, students will be able to:
  • Define roles of the Service Manager components and explain Service Manager 2012 architecture.
  • Consider key questions before deploying Service Manager 2012.
  • Differentiate between various deployment options and determine what is needed.
  • Define the purpose of each service account.
  • List and ensure the hardware and software requirements.
  • Consider SQL Server requirements.

Module 4: Installing and Configuring Service Manager 2012
This module introduces students to the different workspaces in Service Manager 2012. It also prepares students to run reports by introducing the data warehouse and registering it with the Service Manager management server. Finally, students will review management packs and how they extend the functionality of Service Manager 2012.
Lessons
  • 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 1: Registering Service Manager with the Data Warehouse
Lab 2: Exploring the Service Manager Console
Lab 3: Using PowerShell for Management Packs
After completing this module, students will be able to:
  • Install the Service Manager management server.
  • Install the Service Manager data warehouse management server.
  • Navigate the Service Manager workspaces and explain configuration options.
  • Define the role of the Service Manager data warehouse.
  • Register the Service Manager management group with the data warehouse group.
  • Describe the makeup of a management pack.
  • Describe how management packs extend the functionality of Service Manager 2012.
  • Import and configure management packs.
  • Apply best practices to management packs.
  • Complete various tasks using the Service Manager cmdlets.

Module 5: Managing Service Manager 2012 Security
This module introduces students to role-based access control. Service Manager 2012 implements security through the use of user roles. In addition, security in Service Manager 2012 includes Run As accounts that will also be explored.
Lessons
  • Defining Role-Based Access Control
  • Examining Service Manager 2012 Security
  • Configuring User Roles in Service Manager 2012
Lab 1: Managing Service Manager 2012 Security
After completing this module, students will be able to:
  • Explain role-based access control.
  • Describe role-based access control in Service Manager 2012.
  • Manage user roles and Run As accounts in Service Manager 2012.

Module 6: Extending Service Manager 2012 with Connectors
This module defines the role of connectors and introduces students to the six connectors that can be created in Service Manager 2012. It also discusses the benefit of importing data from a comma-separated value (CSV) file and how to perform the import. Finally, students will be introduced to PowerShell cmdlets and use them to manage data warehouse functions.
Lessons
  • Defining the Configuration Management Database
  • Considering the Role of Connectors
  • Installing and Configuring Connectors
  • Importing Data Using CSV Files
Lab 1: Creating Connectors
Lab 2: Scripting Using PowerShell cmdlets
After completing this module, students will be able to:
  • Describe the role of the Configuration Management Database.
  • Explain the purpose and function of Service Manager connectors.
  • Install and configure connectors.
  • Import configuration items using .csv files.

Module 7: Incident Management
This module introduces students to incident management and problem management. Students will learn how to customize settings, views, lists and templates related to incident and problem management. These skills will be used to create incidents and problems, and then complete incident and change management processes.
Lessons
  • 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 1: Working with Incident Requests
After completing this module, students will be able to:
  • Define incident management and problem management.
  • List options for generating incidents.
  • Define incident relationships.
  • Customize incident management and problem management settings.
  • Customize incident management views and lists.
  • Create new incidents.
  • Explain incident request templates and their importance.
  • Create an incident request template.
  • Use templates with incident requests.
  • Create an incident management event workflow.

Module 8: Change Management and Activity Management
This module introduces students to change management and activity management. Students will learn the various components of change management, including activities. They will also learn how to customize settings, views, lists and templates related to change and activity management. These skills will be used to create change requests and complete the change management process.
Lessons
  • 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 1: Working with Change Requests
After completing this module, students will be able to:
  • Define change management.
  • Differentiate between change requests and activities.
  • Describe the change management process.
  • Define the activities available in Service Manager 2012 and the associated IT processes.
  • Customize change management settings.
  • Customize change management views and lists.
  • Create change requests and activities.
  • Explain change request templates and their importance.
  • Create a change request template.
  • Create a change and activity management event workflow.

Module 9: Release Management
This module introduces students to release management. Students will learn how to customize settings, views, lists and templates related to release management. These skills will be used to create a release record and complete the release management process.
Lessons
  • Introducing Release Management
  • Customizing Release Management Lists
  • Customizing Release Management Views
  • Creating Release Records
  • Creating Release Record Templates
  • Creating Release Management Event Workflows
Lab 1: Working with Release Records
After completing this module, students will be able to:
  • Define release management.
  • Discuss the relationship between release records and change requests.
  • Customize release management settings.
  • Customize release management views and lists.
  • Create release records.
  • Explain release record templates and their importance.
  • Create release record templates.
  • Create a release management workflow.

Module 10: Service Level Management
This module introduces students to service level management. Students will learn the various components of incident service, how to customize settings related to incident and problem management, and how to create calendars, queues and metrics. These skills will be used to create and monitor service level objectives.
Lessons
  • Introducing Service Level Management
  • Creating a New Calendar Item
  • Creating a New Metric Item
  • Creating a New Service Level Objective
  • Configuring Notifications
Lab 1: Creating a Service Level Objective in Service Manager 2012
After completing this module, students will be able to:
  • Explain service level management.
  • Set up calendars, queues and metrics.
  • Create service level objectives (SLOs).
  • Configure notifications.

Module 11: Using the Self-Service Portal
This module introduces students to the Self-Service Portal and the service catalog within the Service Manager 2012 console. Students will learn the various components of incident service and how to create and publish service offerings and request offerings. These skills will be used to create incident requests using the Self-Service Portal.
Lessons
  • Introducing the Self-Service Portal
  • Introducing the Service Catalog
  • Creating Service Offerings and Request Offerings
  • Customizing the Self-Service Portal
Lab 1: Working with the Self-Service Portal
After completing this module, students will be able to:
  • Explain the function and design of the Self-Service Portal.
  • Describe the role of a service catalog.
  • Differentiate between service offerings and request offerings.
  • Customize Self-Service Portal lists, views and templates.
  • Create a service offering and a request offering.
  • Customize the Self-Service Portal.

Module 12: Managing the Data Warehouse and Reporting
This module introduces students to the data warehouse and the reports that are available.
Lessons
  • 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 1: Exploring the Data Warehouse Workspaces
Lab 2: Verifying the Data Warehouse Registration 7
Lab 3: Running Reports in Service Manager 2012
After completing this module, students will be able to:
  • Describe the role of the data warehouse and its components.
  • Define data warehouse jobs.
  • List and explain types of reports available.
  • Run reports and advanced reports.
  • Customize data retention settings.
  • List data warehouse functions that use PowerShell cmdlets.

Module 13: Orchestrator 2012 and Service Manager 2012 Integration
This module will teach students how to publish a request offering and a runbook activity in the Self-Service Portal. To do this, students will first learn the basics of Orchestrator 2012: a powerful automation tool.
Lessons
  • Introducing Orchestrator 2012
  • Navigating Orchestrator 2012 Interfaces
  • Creating Runbooks
  • Working with Integration Packs
  • Integrating Orchestrator 2012 with Service Manager 2012
Lab 1: Automating User Creation with a Runbook Automation Activity through the Self-Service Portal 7
After completing this module, students will be able to:
  • Explain what Orchestrator 2012 is and how it works.
  • Navigate Orchestrator 2012 interfaces.
  • Create a simple runbook in Orchestrator 2012.
  • Implement runbook automation activities in Service Manager 2012.
  • Discuss the integration benefits of Orchestrator 2012 with Service Manager 2012.
  • Configure integration between Service Manager 2012 and Orchestrator 2012.
  • Install and configure the Active Directory Integration Pack for Orchestrator 2012.
  • Publish a request offering and a runbook automation activity in the Self-Service Portal.

Module 14: System Center 2012 Service Pack 1
This module introduces students to the Service Pack 1 (SP1) updates for the System Center 2012 suite of products. They will also learn about improvements to Configuration Manager 2012, Operations Manager 2012, Data Protection Manager 2012 and Virtual Machine Manager 2012. Students should feel confident in explaining the Service Manager 2012 SP1 improvements and how they will improve the operation and function of the service desk in their environments.
Lessons
  • Introducing System Center 2012 Service Pack 1
  • Deploying Service Pack 1
  • Exploring Service Pack 1 and Service Manager 2012
After completing this module, students will be able to:
  • List the SP1 updates for each of the System Center 2012 products.
  • Explain upgrade sequencing and system requirements for SP1.
  • Provides details on the SP1 improvements to 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.
Lessons
  • None
Lab 1: Setting up the Initial Lab Environment
Lab 2: Creating an Orchestrator 2012 Runbook
Lab 3: Working with Orchestrator System Center 2012 Runbooks 7
After completing this module, students will be able to:
  • Integrate Service Manager 2012 with Orchestrator 2012 and Operations Manager 2012.
  • Configure Operations Manager 2012 with Service Manager 2012 to look for an event.
  • Build an Orchestrator 2012 runbook to monitor Service Manager 2012 for the event.
  • Work with pre-built Orchestrator 2012 runbooks.

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