System Center
Service Manager
Overview
Course Objective
• Explain the role of Service Manager and the entire System Center suite
• Describe the fundamentals of MOF and ITIL as they relate to Service Manager
• Discuss the overall architecture and design considerations for Service Manager
Who Should Attend
Prerequisites
Before attending this course, students must have:
• Windows Server 2008 R2 operating system.
• Active Directory Domain Services (AD DS)
• PowerShell and SQL Server Reporting Services
• Service Manager (helpful but not required)
• Administration of other System Center 2012 products (helpful but not required)
• Information Technology Infrastructure Library (ITIL) or Microsoft Operations
• Framework (MOF) (helpful but not required
Training Calendar
Intake
Duration
Program Fees
Module
Module 1 - Introduction to System Center Operations Manager
• History and Evolution of System Center
• System Center Product Suite
• System Center Licensing
• System Center Service Manager
• Lab: Setting Up the Initial Lab Environment
• Lab: Introducing System Center
Module 2 - Overview of ITIL and MOF
• Introducing ITIL and MOF
• Defining the Role of a Service Desk
• Applying ITIL and MOF to Service Manager
• Lab: Applying ITIL and MOF to Service Manager
Module 3 - Design and Deployment Considerations for Service Manager
• Examining the Service Manager Architecture
• Designing Service Manager
• Analyzing Deployment Scenarios
• Preparing to Deploy Service Manager
Module 4 -Installing and Configuring Service Manager
• Installing the Service Manager Management Server
• Installing the Service Manager Data Warehouse Management Server
• Navigating the Service Manager Console
• Registering the Data Warehouse
• Working with Management Packs
• Lab: Registering Service Manager with the Data Warehouse
• Lab: Exploring the Service Manager Console
• Lab: Using PowerShell for Management Packs
Module 5 - Managing Service Manager 2012 Security
• Defining Role-Based Access Control
• Examining Service Manager 2012 Security
• Configuring User Roles in Service Manager 2012
• Lab: Managing Service Manager 2012 Security
Module 6 - Extending Service Manager 2012 with Connectors
• Defining the Configuration Management Database
• Considering the Role of Connectors
• Installing and Configuring Connectors
• Importing Data Using CSV Files
• Lab: Creating Connectors
• Lab: Scripting Using PowerShell cmdlets
Module 7 - Incident Management
• Introducing Incident Management
• Configuring Incident Management Settings
• Configuring Problem Management Settings
• Customizing Incident Management Lists
• Customizing Incident Management Views
• Creating Incident Requests
• Creating Incident Request Templates
• Using Templates with Incidents Requests
• Creating Incident Management Event Workflows
• Lab: Working with Incident Requests
Module 8 - Change Management and Activity Management
• Introducing Change Management and Activity Management
• Implementing a Change Management Process
• Examining Activities in Service Manager
• Customizing Change Management Lists
• Customizing Change Management Views
• Creating Change Requests and Activities
• Creating Change Request Templates
• Creating Change and Activity Management Workflows
• Lab: Working with Change Requests
Module 9 - Release Management
• Introducing Release Management
• Customizing Release Management Lists
• Customizing Release Management Views
• Creating Release Records
• Creating Release Record Templates
• Creating Release Management Event Workflows
• Lab: Working with Release Records
Module 10 - Service Level Management
• Introducing Service Level Management
• Creating a New Calendar Item
• Creating a New Metric Item
• Creating a New Service Level Objective
• Configuring Notifications
• Lab: Creating a Service Level Objective in Service Manager
Module 11 - Using the Self-Service Portal
• Introducing the Self-Service Portal
• Introducing the Service Catalog
• Creating Service Offerings and Request Offerings
• Customizing the Self-Service Portal
• Lab: Working with the Self-Service Portal
Module 12 - Managing the Data Warehouse and Reporting
• Introducing the Data Warehouse
• Navigating the Data Warehouse Workspaces
• Defining Data Warehouse Jobs
• Exploring Different Data Warehouse Reports
• Configuring Data Retention Settings
• Using Windows PowerShell cmdlets
• Lab: Exploring the Data Warehouse Workspaces
• Lab: Verifying the Data Warehouse Registration
• Lab: Running Reports in Service Manager
Module 13 - Orchestrator and Service Manager Integration
• Introducing Orchestrator
• Navigating Orchestrator Interfaces
• Creating Runbooks
• Working with Integration Packs
• Integrating Orchestrator with Service Manager
• Lab: Automating User Creation with a Runbook Automation Activity
through the Self-Service Portal
Module 14 - System Center Service Pack 1
• Introducing System Center Service Pack 1
• Deploying Service Pack 1
• Exploring Service Pack 1 and Service Manager
Module 14 - System Center Integration
• Lab: Setting up the Initial Lab Environment
• Lab: Creating an Orchestrator Runbook
• Lab: Working with Orchestrator System Center Runbooks
FAQs
General Questions:
Q: What is the 55009 – System Center Service Manager course about?
A: This five-day course teaches students how to design, deploy, and maintain Service Manager within their organizations. It covers Service Manager’s role within the System Center suite, customization of the end-user experience, automation of service requests, and best practices. The course includes hands-on learning opportunities for real-world scenarios.
Q: Who should attend this course?
A: IT professionals and business analysts who are responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.
Q: What are the prerequisites for this course?
A: Participants should have knowledge of Windows Server 2008 R2, Active Directory Domain Services (AD DS), PowerShell, SQL Server Reporting Services, and preferably Service Manager or other System Center 2012 products. Familiarity with ITIL or MOF is also helpful but not required.
Q: How long is the course?
A: The course duration is 5 days.
Q: What key topics are covered in this course?
A: Topics include an introduction to System Center and Service Manager, ITIL and MOF, designing and deploying Service Manager, security management, incident and change management, release management, service level management, self-service portal usage, data warehouse management, and Orchestrator integration.
Q: Will I receive a certification after completing the course?
A: This course builds practical skills for managing Service Manager, but it does not offer a certification.
Program Content & Skills:
Q: What are the key modules covered in the 55009 – System Center Service Manager course?
A: The course includes modules on the following topics:
Introduction to System Center Operations Manager
Overview of ITIL and MOF
Design and Deployment Considerations for Service Manager
Installing and Configuring Service Manager
Managing Service Manager 2012 Security
Extending Service Manager 2012 with Connectors
Incident Management
Change Management and Activity Management
Release Management
Service Level Management
Using the Self-Service Portal
Managing the Data Warehouse and Reporting
Orchestrator and Service Manager Integration
System Center Service Pack 1
System Center Integration
Q: What specific skills will I gain after completing the course?
A: After completing the course, you will have skills in:
Designing and deploying Service Manager within an organization
Customizing the user experience and automating service request responses
Implementing incident, change, and release management processes
Working with Service Manager security configurations and role-based access control
Integrating Service Manager with other System Center products, like Orchestrator
Managing service levels and utilizing the self-service portal
Configuring data warehouse reporting and automating workflows
Q: Does the course include practical labs or hands-on exercises?
A: Yes, the course incorporates hands-on labs where students can practice applying business solutions to real-world scenarios, including working with the Service Manager console, using PowerShell for management packs, and exploring the data warehouse and reporting features.
Q: What will I learn about Incident Management?
A: In the Incident Management module, you will learn how to configure incident and problem management settings, create and customize incident requests and templates, and build incident management event workflows.
Q: What is covered under Change and Release Management?
A: The Change Management module covers the process of implementing change management, creating change requests, activities, and workflows, while the Release Management module focuses on creating release records, templates, and event workflows.
Q: How will the course help with Service Level Management?
A: The Service Level Management module will teach you how to create new calendar items, metrics, service level objectives, and configure notifications to ensure that service level agreements are met effectively.
Q: Can I use the self-service portal after completing the course?
A: Yes, you will learn to create service offerings and request offerings, customize the self-service portal, and understand how to utilize it for end-user interactions.
Q: Is there a focus on integrating Service Manager with other System Center products?
A: Yes, the course includes a module on Orchestrator and Service Manager integration, where you will learn how to automate workflows with runbooks and integrate Orchestrator with Service Manager to streamline processes.
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