After completing this course, students will be able to:
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.
Before attending this course, students must have:
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.
Lab: Setting Up the Initial Lab Environment
Lab: Introducing System Center 2012
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.
Lab: Applying ITIL and MOF to Service Manager 2012
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.
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.
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
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.
Lab: Managing Service Manager 2012 Security
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.
Lab: Creating Connectors
Lab: Scripting Using PowerShell cmdlets
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.
Lab: Working with Incident Requests
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.
Lab: Working with Change Requests
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.
Lab: Working with Release Records
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.
Lab: Creating a Service Level Objective in Service Manager 2012
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.
Lab: Working with the Self-Service Portal
Module 12: Managing the Data Warehouse and Reporting
This module introduces students to the data warehouse and the reports that are available.
Lab: Exploring the Data Warehouse Workspaces
Lab: Verifying the Data Warehouse Registration
Lab: Running Reports in Service Manager 2012
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.
Lab: Automating User Creation with a Runbook Automation Activity through the Self-Service Portal
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.
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.
Lab: Setting up the Initial Lab Environment
Lab: Creating an Orchestrator 2012 Runbook
Lab: Working with Orchestrator System Center 2012 Runbooks