System Center 2012 Service Manager Training Course
Course 55009
|
|
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
Lab 2: Introducing System Center 2012 After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
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
Lab 2: Exploring the Service Manager Console Lab 3: Using PowerShell for Management Packs After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
Lab 2: Scripting Using PowerShell cmdlets After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
After completing this module, students will be able to:
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
After completing this module, students will be able to:
Module 12: Managing the Data Warehouse and Reporting This module introduces students to the data warehouse and the reports that are available. Lessons
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:
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
After completing this module, students will be able to:
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
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
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:
|
Have a Microsoft Voucher? |
Alexandria | Atlanta | Austin | Baltimore | Birmingham | Buffalo | Boise | Boston | Boulder | Charleston | Charlotte | Chicago | Cincinnati | Cleveland | Columbus | Dallas | Denver | Des Moines | Detroit | Hartford | Houston | Indianapolis | Jacksonville | Kalamazoo | Las Vegas | Los Angeles | Melville | Nashville | New Orleans | New York | Orlando | Overland Park | Palm Beach Gardens | Philadelphia | Phoenix | Pittsburgh | Princeton | Providence | Raleigh | Reno | Salt Lake City | San Antonio | San Diego | San Francisco | Savannah | Scottsdale | Seattle | St. Louis | Tallahassee | Tampa | Toronto | Washington DC | Wichita