IT Service Management with System Center Service Manager

The IT Service Management System course equips the delegates with the knowledge and skills required to configure and deploy System Center 2016 Service Manager. 

The course enables the delegates to implement a System Center Service Manager in a cloud or datacenter, upgrade an existing Service Manager environment, customise the Self-Service Portal, configure Reporting and Analysis and customise System Center 2016 Service Manager to be in line with corporate standards. 

The course is specifically planned for cloud and datacenter administrators who are accountable for configuring, deploying, and working in cloud or datacenter.

Course Content:

• During the five day IT Service Management with System Center Service Manager course, the delegates will discover where Service Manager sits within the System Center 2016 product, how Service Manager aligns itself to ITIL and MOF, how Service Manager controls changes in the IT environment and what business and technical needs Service Manager is designed to meet. By the completion of the course, the delegates will be able to:
• Architect and implement a System Center 2016 Service Manager deployment
• Configure Activity, Change and Release Management
• Create customised Service Manager Forms
• Customise the Self-Service Portal
• Troubleshoot Service Manager and perform disaster recovery
• This course covers following topics:
• Overview of Service Management
• Business Drivers behind IT Service Management
• Describe Microsoft System Center 2016
• Describe System Center 2016 Service Manager and Key Features
• Adopting ITIL/ MOF Best Practices with Service Manager
• Aligning IT Service Management Requirements to Service Manager
• Installing System Center 2016 Service Manager
• Describe System Center 2016 Service Manager Architecture and Core Components
• Describe Hardware, Software and Security Requirements
• Planning and Sizing a System Center 2016 Service Manager Deployment
• Installing System Center 2016 Service Manager
• Installing and Configuring the Service Manager Self-Service Portal
• Describe Service Manager Console
• Upgrading to System Center 2016 Service Manager
• Key Concepts and Features
• Describe Management Packs
• Overview of the Service Manager CMDB
• Managing Templates
• Managing Activities
• Managing Workflows
• Security and User Roles
• Configuring Service Manager for Your Environment
• Perform Initial Configuration tasks in Service Manager
• Configuring Business Services
• Configuring Access for your Support Teams
• Configuring Notifications
• Populating the Service Manager CMDB using Connectors
• Integrating Service Manager with Active Directory and other System Center Components
• Integrating Service Manager with Exchange
• Managing Incidents and Problems
• Define an Incident and a Problem
• Managing Incidents
• Managing Problems
• Using Queues and Views with Incidents and Problems
• Managing Changes and Releases
• Managing Change Requests
• Managing Release Records
• Configuring and Managing the Service Catalog
• The Service Catalog, Request Offerings and Service Offerings
• Managing Service Requests and Catalog Groups
• The Self-Service Portal
• Automating Business Processes with Orchestrator
• Describe 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
• Configuring Service Level Management
• Viewing Service Level Agreement Information in Service Manager
• Using Reports and Analysing Data in Service Manager
• Running Reports in System Center 2016 Service Manager
• Configuring and Running Data Warehouse Jobs
• Troubleshooting Failed Data Warehouse Jobs
• Describe Data Warehouse Cubes
• Advanced Troubleshooting and Disaster Recovery
• Performing Advanced Troubleshooting in Service Manager
• Performing Disaster Recovery in Service Manager
• Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
• Describe the key concepts in creating customised forms in Service Manager
• Creating a customised form using the Authoring Tool

Prerequisites:

• An understanding of the IT management processes that are included with ITIL® and MOF
• Experience working with SQL Server 2012 and SQL Server 2014
• Experience working with Windows Server 2012 R2 and Windows Server 2016