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
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.
- 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
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.
- 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
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.
- 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
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.
- Integrating Service Manager with Active Directory and other System Center Components
- Integrating Service Manager with Exchange
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.
- 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