IT Service Management with System Center Service Manager, On Demand 10965
This five day course will provide students with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager.
In dieser MOC on Demand Version ist eine original MOC Unterlage in digitaler Form enthalten.
After completing this course, students will be able to:
- Describe Service Manager 2012 R2.
- Install Service Manager 2012 R2.
- Describe Service Manager usage cases.
- Configure base settings in Service Manager 2012 R2.
- Configure Incident and Problem Management.
- Configure Activity, Change, and Release Management.
- Configure and Manage Service Requests.
- Automate business processes with Service Manager and Orchestrator.
- Configure Service Level Management.
- Customize The Self-Service Portal.
- Use Reports and Analyze Data in Service Manager.
- Perform advanced troubleshooting and disaster recovery in Service Manager.
- Customize Service Manager Forms.
This course 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.
Before attending this course, students must have:
- Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
- Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
- An understanding of the IT management processes that are included with ITIL and MOF.
Module 1: Service Management Overview
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.
- 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
- 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
- Overview of Management Packs
- Overview of the Service Manager CMDB
- Managing Activities
- Managing Workflows
- Managing Templates
- Security and User Roles
- System Center 2012 R2 Service Manager Initial Configuration
- Configuring Business Services
- Configuring Access for your Support Teams
- Configuring Notifications
- Integrating Service Manager with Active Directory and other System Center Components
- Integrating Service Manager with Exchange
- The Definition of an Incident and a Problem
- Managing Incidents
- Managing Problems
- Using Queues and Views with Incidents and Problems
- Managing Change Requests
- Managing Release Records
- The Service Catalog, Request Offerings and Service Offerings
- Managing Service Requests and Catalog Groups
- The Self-Service Portal
- Overview of Orchestrator
- Configuring Runbooks in Orchestrator
- Configuring Integration between Orchestrator and Service Manager
- Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
- Configuring Service Level Management
- Viewing Service Level Agreement (SLA) Information in Service Manager
- Running Reports in System Center 2012 R2 Service Manager
- Configuring and Running Data Warehouse Jobs
- Troubleshooting failed Data Warehouse Jobs
- Data Warehouse Cubes
- Performing Advanced Troubleshooting in Service Manager
- Performing Disaster Recovery in Service Manager
- Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
- Creating New and Customized Forms by Using the Service Manager Authoring Tool
Module 2: Installing System Center 2012 R2 Service Manager
In this module you will learn the key component and architecture of Service Manager including the hardware and software requirements.
Lab : Installing System Center 2012 R2 Service Manager
Lab : Upgrading to System Center 2012 Service Manager
Module 3: Key Concepts and Features
In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.
Lab : Configuring Service Manager for StockTrader and DinnerNow
Module 4: Configuring Service Manager For Your Environment
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.
Lab : Configuring Service Manager for Your Environment
Module 5: Integrating Service Manager with the Hybrid Cloud
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.
Lab : Configuring Connectors in Service Manager
Module 6: Managing Incidents and Problems
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.
Lab : Configuring Incident and Problem Management
Module 7: Managing Changes and Releases
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.
Lab : Configuring Change and Release Management
Module 8: Configuring and Managing the Service Catalog
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.
Lab : Configuring Service Requests
Module 9: Automating Business Processes with Orchestrator
In this module you will learn how Orchestrator and Service Manager can be used to automate business processes.
Lab : Automating IT Processes in Service Manager
Module 10: Configuring Service Level Management
In this module you will learn how Service Level Management is implemented in Service Manager.
Lab : Configuring Service Level Management
Module 11: Using Reports and Analyzing Data in Service Manager
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.
Lab : Configuring Reports and Analyzing Service Manager Data
Module 12: Advanced Troubleshooting and Disaster Recovery
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.
Lab : Performing Disaster Recovery in Service Manager
Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
In this final module, you will learn how to use the Service Manager Authoring Tool to create new and customized forms in Service Manager.
Lab : Creating Customized Forms by Using the Authoring Tool
Abschluss & Zertifikate
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