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      • Microsoft Dynamics Training >
        • 80219 Financials I in Microsoft Dynamics AX 2012 training course
        • 80220 Financials II in Microsoft Dynamics AX 2012 training course
        • 80221 Installation and Configuration for Microsoft Dynamics AX 2012 training course
        • 80289 What's New in Microsoft Dynamics CRM 2011 training course
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        • 80291 Sales Management in Microsoft Dynamics CRM 2011 training course
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        • 80300 Introduction to Microsoft Dynamics AX 2012 training course
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        • 80303 Development I in Microsoft Dynamics AX 2012 training course
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        • 80319 Accounts Payable in Microsoft Dynamics SL 2011 training course
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        • 80324 Project Management & Accounting in Microsoft Dynamics SL 2011 training course
        • 80323 Installation & Configuration in Microsoft Dynamics SL 2011 training course
        • 80325 What's New in Microsoft Dynamics SL 2011 training course
        • 80338 Microsoft Dynamics AX 2012 Public Sector - Financials training course
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        • 80450 Delivering Microsoft Dynamics Solutions with Sure Step training course
        • 80534 Finance Essentials in Microsoft Dynamics NAV 2013 training course
        • 80535 Finance Advanced in Microsoft Dynamics NAV 2013 training course
        • 80538 Human Resource Management in Microsoft Dynamics AX 2012 Training Course
        • 80539 Installation and Deployment in Microsoft Dynamics CRM 2013 training course
        • 80540 Installation and Configuration in Microsoft Dynamics GP 2013 training course
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        • 80549 Data Upgrade and Code Upgrade to Microsoft Dynamics NAV 2013 training course
        • 80550 Manufacturing in Microsoft Dynamics Dynamics NAV 2013 training course
        • 80571 Introduction to Microsoft Dynamics GP 2013 training course
        • 80572 General Ledger in Microsoft Dynamics GP 2013 training course
        • 80573 Payables Management in Microsoft Dynamics GP 2013 training course
        • 80574 Receivables Management in Microsoft Dynamics GP 2013 training course
        • 80575 Bank Reconciliation in Microsoft Dynamics GP 2013 training course
        • 80576 Fixed Assets in Microsoft Dynamics GP 2013 training course
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        • 10978 Introduction to Azure for Developers training course
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        • 20487 Developing Windows Azure and Web Services training course
        • 20532 Developing Microsoft Azure Solutions training course
        • 20533 Implementing Microsoft Azure Infrastructure Solutions training course
        • 50466 Windows Azure Solutions with Microsoft Visual Studio 2010 training course
        • 55065 Microsoft Azure for IT Professionals training course
        • 55093 Windows Azure Data Services (basics) training course
        • 10979 Microsoft Azure Fundamentals
      • Microsoft Exchange Server Training >
        • 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
        • 10533 Deploying, Configuring, and Administering Microsoft Lync Server 2010 training course
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        • 20335 Lync Network Readiness Assessment training course
        • 20336 Core Solutions of Microsoft Lync Server 2013 training course
        • 20337 Enterprise Voice and Online Services with Microsoft Lync Server 2013 training course
        • 20341 Core Solutions of Microsoft Exchange Server 2013 training course
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        • 10968 Designing for Office 365 Infrastructure training course
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        • 20347 Enabling and Managing Office 365 Training Course
        • 40041 Introduction to Office 365 training course
        • 50588 Office 365: A day in the life of the End-User training course
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        • 10174 Configuring and Administering Microsoft SharePoint 2010 training course
        • 10175 Microsoft SharePoint 2010, Application Development training course
        • 10231 Designing a Microsoft SharePoint 2010 Infrastructure training course
        • 10232 Designing and Developing Microsoft SharePoint Server 2010 Applications training course
        • 10233 Designing and Deploying Messaging Solutions with Microsoft Exchange Server 2010 Service Pack 2 training course
        • 10802 Microsoft Enterprise Search for IT Professionals training course
        • 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
        • 20332 Advanced Solutions of Microsoft SharePoint Server 2013 training course
        • 20339-1 Planning and Administering SharePoint 2016 Training Course
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        • 20488 Developing Microsoft SharePoint Server 2013 Core Solutions training course
        • 20489 Developing Microsoft SharePoint Server 2013 Advanced Solutions training course
        • 50351 SharePoint 2010 Overview for Developers Training Course
        • 50352 SharePoint 2010 Overview for End Users Training Course
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        • 50354 SharePoint 2010 SharePoint Designer Training Course
        • 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
        • 10263 Developing Windows Communication Foundation Solutions with Microsoft Visual Studio 2010 training course
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        • 10266 Programming in C# with Microsoft Visual Studio 2010 training course
        • 10267 Introduction to Web Development with Microsoft Visual Studio 2010 training course
        • 10550 Programming in Visual Basic with Microsoft Visual Studio 2010 training course
        • 10553 Fundamentals of XAML and Microsoft Expression Blend training course
        • 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
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IT Service Management with System Center Service Manager Training Course

Course 10965
5 days

Instructor-Led Live: $2,495
Instructor-Led Remote: $1,995 - Learn more 
Self-Paced: $699 - Learn more
Course Overview
This five day course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager.  Using hands-on labs, students will learn the following:
  • 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.

Audience
Course 10965: IT Service Management with System Center Service Manager 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.

Course Outline
Module 1: Service Management Overview 
Effective 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. Although no organization typically adopts any single IT Service Management methodology most organizations, depending on their size and nature of business will adopt a combination of processes and functions from many different IT Service Management frameworks such as ITIL (IT Infrastructure Library or MOF (Microsoft Operations Framework.

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.
Lessons
  • 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
Lab : IT Service Management and ITIL/MOF
  • IT Processes found in ITIL and MOF
After completing this module, students will be able to:
  • Describe the business drivers behind IT Service Management
  • Describe, at a high-level, System Center 2012 R2
  • Describe, at a high level, System Center 2012 R2 Service Manager
  • Describe how Service Manager adopts best practices found in ITIL and MOF


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. This includes how many users and computers are in the environment, how many Incidents and Change Requests are raised on a weekly/monthly basis and how many Analysts will be using the Service Manager Console. This information is critical in planning a successful deployment of Service Manager as it will be used to determine the hardware required for the various Service Manager components. Service Manager relies on Microsoft SQL Server to stores it’s operational and data warehouse databases so careful consideration should also be given to the configuration of SQL Server when deploying Service Manager. This includes the disk subsystem, memory and database collation. In this module you will learn the key component and architecture of Service Manager including the hardware and software requirements. You will also learn the security requirements and considerations that should be taken into account before, during and after deploying Service Manager. You will learn how to install the various components of Service Manager including where components can and cannot be shared on the same computer. Finally you will learn how to upgrade an existing System Center Service Manager 2010 environment to System Center 2012 Service Manager.
Lessons
  • 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
Lab : Installing System Center 2012 R2 Service Manager
  • Install the Service Manager Management Group
  • Install the Data Warehouse Management Group and Register the Service Manager Management Group with the Data Warehouse Management Group
  • Install and configure the Service Manager Self-Service Portal and confirm a successful installation
Lab : Upgrading to System Center 2012 Service Manager
  • Backup the Service Manager 2010 Environment
  • Upgrade Service Manager 2010 to System Center 2012 Service Manager
After completing this module, students will be able to:
  • Describe the System Center 2012 R2 Service Manager Architecture and Core Components.
  • Describe the Hardware, Software and Security requirements of System Center 2012 R2 Service Manager.
  • Plan and Size a System Center 2012 R2 deployment.
  • Install System Center 2012 R2 Service Manager.
  • Install and configure the Service Manager Self-Service Portal.
  • Use the Service Manager Console to confirm a successful deployment.
  • Upgrade Service Manager 2010 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. This includes Management Packs that are used to store Service Manager Items such as queues, views and groups. You should understand the concept of work items and configuration items including how they can be created and modified in Service Manager. In this lesson you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.
Lessons
  • Overview of Management Packs
  • Overview of the Service Manager CMDB
  • Managing Activities
  • Managing Workflows
  • Managing Templates
  • Security and User Roles
Lab : Configuring Service Manager for StockTrader and DinnerNow
  • Create a StockTrader and DinnerNow Management Pack
  • Create the DinnerNow Configuration Items
After completing this module, students will be able to:
  • Describe Management Packs.
  • Describe the Service Manager CMDB.
  • Manage Activities.
  • Manage Workflows.
  • Manage Templates.
  • Manage Security and User Roles in Service Manager.


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.  For example, you can edit the Incident settings and configure the Priority Calculation that should be applied to Incidents when they are created in Service Manager based on the Urgency and Impact applied to an Incident. This provides a method of measuring Service Level Agreements with Incidents. In this module you will learn some of the key configuration tasks that should be performed in Service Manager in order to customize it for your environment.
Lessons
  • System Center 2012 R2 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for your Support Teams
  • Configuring Notifications
Lab : Configuring Service Manager for Your Environment
  • Configuring Service Manager Settings
  • Importing a Distributed Application Diagram from Operations Manager
  • Provisioning access for the DinnerNow and StockTrader Support Teams
  • Configuring Notifications
After completing this module, students will be able to:
  • Perform initial configuration tasks in Service Manager.
  • Configure Business Services.
  • Configure Access for your support teams.
  • Configure 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.  In addition to the Active Directory and System Center Connectors and Exchange Connector can also be installed in Service Manager to provide integration with Microsoft Exchange Server and allow features such as creating an Incident from an email to be performed. It is important that you understand how to configure these Connectors so that important information relating to your IT environment can be represented in Service Manager appropriately.
Lessons
  • Integrating Service Manager with Active Directory and other System Center Components
  • Integrating Service Manager with Exchange
Lab : Configuring Connectors in Service Manager
  • Configure Active Directory and System Center Connectors
  • Configure the Exchange Connector
After completing this module, students will be able to:
  • Configure the Active Directory and System Center Connectors in Service Manager.
  • Install and configure the Exchange Connector in Service Manager.


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. In this module you will learn how to differentiate an issue that occurs in the IT environment between an Incident and a Problem. You will also learn how to configure Incidents and Problems which includes creating Templates that can be used to auto-populate Incident forms. Finally you will learn how Service Manager Queues and Views can be created to filter Incidents and Problems. These can then be used when configuring User Roles to restrict what Incidents and Problems analysts can view and work on in the Service Manager Console.
Lessons
  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems
Lab : Configuring Incident and Problem Management
  • Create an Incident using the Service Manager Console
  • Create an Incident Template
  • Using Incident Templates
  • Configuring an Incident Event Workflow to automatically update an Incident
  • Group Incidents and create a Problem Record
  • Create Queues and Views to filter Incidents
After completing this module, students will be able to:
  • Describe the definition of an Incident and a Problem
  • Manage Incidents
  • Manage Problems
  • Use 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”. In this module you will learn how Service Manager manages changes in the IT environment by using Change Requests. This includes creating and managing Activities such as Review Activities that are used to approve or reject changes.  You will also learn how Release Records are used to group, schedule and develop approved changes
.Lessons
  • Managing Change Requests
  • Managing Release Records
Lab : Configuring Change and Release Management
  • Create a Change Request with Review Activities
  • Approve the Change Request
  • Create a Release Record to control a software update deployment for the StockTrader and DinnerNow application servers
  • Link Manual Activities within the Release Record to Dependent Activities in the Change Request
  • Configure Release Record Workflow Rules for Notifications
After completing this module, students will be able to:
  • Manage Change Requests in Service Manager
  • Manage Release Records in Service Manager


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. Service Manager provides Service Request fulfillment by using best practice methodologies from both Microsoft Operations Framework (MOF) 4.0 and Information Technology Infrastructure Library (ITIL) V3.

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.
Lessons
  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal
Lab : Configuring Service Requests
  • Create the Contoso Request Offering
  • Test the Contoso Request Offering
  • Create the StockTrader Request Offerings
  • Test the StockTrader Request Offerings
After completing this module, students will be able to:
  • Describe the Service Catalog, Request Offerings and Service Offerings.
  • Manage Service Requests and Catalog Groups.
  • Use 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. A typical example of automating a business process with Orchestrator would be using it to automatically create a Problem Record in Service Manager when a number of related Incidents have been created. Orchestrator would monitor the Incidents in Service Manager and when a defined number of related Incidents have been created it would create a Problem Record and automatically associate the related Incidents to it. In this module you will learn how Orchestrator and Service Manager can be used to automate business processes.
Lessons
  • 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
Lab : Automating the Contoso and StockTrader Service Offerings
  • Automating the Request Offering for Contoso
  • Automating the Request Offerings for StockTrader
Lab : Automating Business Processes with Orchestrator
  • Creating a Change Request to approve the restart of the application server
  • Configure a Runbook Automation Activity
  • Approving the Change Request and confirming the application server is restarted
After completing this module, students will be able to:
  • Configure integration between Orchestrator and Service Manager.
  • Configure a Runbook in Orchestrator to monitor a Change Request in Service Manager.
  • Configure Runbook Automation Activity templates in Service Manager.
  • Create a Request Offering in Service Manager that initiates a Runbook in Service Manager.

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”.  To provide effective Service Level Management a number of key activities must be undertaken. In addition to this, an ongoing activity to improve IT services is maintained.  This not only helps ensure that service levels are being met but also ensures the business or businesses are satisfied with the level of service they are receiving.

In this module you will learn how Service Level Management is implemented in Service Manager.
Lessons
  • Configuring Service Level Management
  • Viewing SLA information in Service Manager
Lab : Configuring Service Level Management
  • Create a Service Level Objective for an Incident SLA
  • Create a Service Level Objective for a Service Request SLA
  • Configure SLA Notifications
After completing this module, students will be able to:
  • Configure Service Level Management.
  • View 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. Service Manager provides a number of standard reports that become available once data from the Service Manager database has been extracted and prepared in the Service Manager Data Warehouse. To facilitate this, a number of Data Warehouse Jobs are used to extract, transform and load the data into the Data Warehouse so that it can be used in reports. It is important you understand how these data warehouse jobs operate including how to troubleshoot jobs that have failed. Similarly, there are a number of OLAP Cubes that can be used to perform advanced analytics on data that has been collected in the data warehouse. It is important you understand how these cubes are processed including how to analyze cube data in Microsoft Excel and Microsoft SharePoint. In this module you will learn how to run reports in Service Manager including how to manage and maintain the data warehouse jobs and cubes on which reports rely on. Additionally you will learn how to perform advanced analytics on cube data by using Excel and SharePoint.
Lessons
  • Running Reports in System Center 2012 R2 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting failed Data Warehouse Jobs
  • Data Warehouse Cubes
Lab : Configuring Reports and Analyzing Service Manager Data
  • Configuring, Running and Exporting Reports
  • Configuring Data Warehouse Job Schedules
  • Viewing the Status of Data Warehouse Jobs
  • Managing the Analysis Library
  • Analyzing Cube Data
After completing this module, students will be able to:
  • Run reports in Service Manager.
  • Configure and run Data Warehouse Jobs.
  • Troubleshoot Data Warehouse Jobs.
  • Describe the Data Warehouse Cubes in Service Manager.

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. In these scenarios it is important that you understand what tools are available to troubleshoot Service Manager and what actions you should take to recover from a disaster. As an example consider the following scenario. Change Managers have reported that when they attempt to approve a Change Request the Approval Activity status does not change to Completed state. Instead the status stays in an In Progress state. In this scenario you should review the status of the Workflows in Service Manager and review the log files for the relevant activity. In this module you will learn some of the advances troubleshooting techniques that are used to resolve problems in Service Manager You will also learn how to perform disaster recovery for failed Service Manager components such as the Service Manager databases.
Lessons
  • Performing advanced troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager
Lab : Performing Disaster Recovery in Service Manager
  • Recovering from a failed Service Manager Management Server
  • Recovering from a failed Service Manager Data Warehouse Management Server
  • Recovering from a failed Service Manager database
After completing this module, students will be able to:
  • Perform advanced troubleshooting in Service Manager
  • Perform 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. As an example of this you may have an in-house line of business application that you want to manage with Service Manager. There may be a number of components in the application that you want to represent in a form when creating an Incident. In this scenario you can use the Service Manager Authoring Console to create a custom form based on the default Incident form and then customize it with controls such as a label or text box. You can then save this customized form in a new Management Pack for use in Service Manager. In this final module you will learn how to use the Service Manager Authoring Console to create customized forms in Service Manager.
Lessons
  • Key Concepts in creating customized forms
  • Creating a Customized form using the Authoring Console
Lab : Creating Customized forms using the Authoring Console
  • Creating a Customized Incident Form
  • Creating a new Configuration Item and Form to record laptop computer information
After completing this module, students will be able to:
  • Describe the key concepts in creating customized forms in Service Manager.
  • Create a customized form using the Authoring Console.

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