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System Center 2012
55009 System Center 2012 Service Manager
5 Day(s)
REQUEST
PRIVATE SESSION
COURSE DESCRIPTION
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Course OverviewThis 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.ObjectivesAfter completing this course, students will be able to: • Explain the role of Service Manager 2012 and the entire System Center suite• Describe the fundamentals of ITIL and MOF as they relate to Service Manager 2012• Discuss the overall architecture and design considerations for Service Manager 2012• Install and configure Service Manager 2012• Import and configure management packs• Populate Service Manager 2012's Configuration Management Database (CMDB)• Establish role-based security• Extend the functionality of Service Manager 2012 using connectors• Utilize lists, queues and templates • Implement incident, change, release and service level management• Design workflows for automated incident routing and escalation• Configure the Service Manager environment• Create service offerings and request offerings and customize the Self-Service Portal• Implement runbook automation activities with Orchestrator 2012• List System Center Service Pack 1 updates • Integrate Service Manager 2012 with the System Center 2012 suiteAudienceThis course is designed for IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012. PrerequisitesBefore taking this course, students should be familiar with the following: • 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)
Price: $3,215
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
55009 System Center 2012 ServiceManager
Topics

Module 1: Introduction to SystemCenter 2012 Service Manager
Lessons:

  • History and Evolution of System Center 2012
  • System Center 2012 Product Suite
  • System Center 2012 Licensing
  • System Center 2012 Service Manager
Module 2: Overview of ITIL and MOF
Lessons:
  • Introducing ITIL and MOF
  • Defining the Role of a Service Desk
  • Applying ITIL and MOF to Service Manager 2012
Module 3: Design and Deployment Considerations forService Manager 2012
Lessons:

  • Examining the Service Manager 2012 Architecture
  • Designing Service Manager 2012
  • Analyzing Deployment Scenarios
  • Preparing to Deploy Service Manager 2012
Module 4: Installing and Configuring Service Manager2012
Lessons:
  • 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
Module 5: Managing Service Manager 2012 Security
Lessons:
  • Defining Role-Based Access Control
  • Examining Service Manager 2012 Security
  • Configuring User Roles in Service Manager 2012
Module 6: Extending Service Manager 2012 withConnectors
Lessons:
  • Defining the Configuration Management Database
  • Considering the Role of Connectors
  • Installing and Configuring Connectors
  • Importing Data Using CSV Files
Module 7: Incident Management
Lessons:
  • 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 Incident Requests
  • Creating Incident Management Event Workflows
Module 8: Change Management and Activity Management
Lessons:
  • Introducing Change Management and Activity Management
  • Implementing a Change Management Process
  • Examining Activities in Service Manager 2012
  • Customizing Change Management Lists
  • Customizing Change Management Views
  • Creating Change Requests and Activities
  • Creating Change Request Templates
  • Creating Change and Activity Management Workflows
Module 9: Release Management
Lessons:
  • Introducing Release Management
  • Customizing Release Management Lists
  • Customizing Release Management Views
  • Creating Release Records
  • Creating Release Record Templates
  • Creating Release Management Event Workflows
Module 10: Service Level Management
Lessons:
  • Introducing Service Level Management
  • Creating a New Calendar Item
  • Creating a New Metric Item
  • Creating a New Service Level Objective
  • Configuring Notifications
Module 11: Using the Self-Service Portal
Lessons:
  • Introducing the Self-Service Portal
  • Introducing the Service Catalog
  • Creating Service Offerings and Request Offerings
  • Customizing the Self-Service Portal
Module 12: Managing the Data Warehouse and Reporting
Lessons:
  • 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
Module 13: Orchestrator 2012 and Service Manager 2012Integration
After this module, students will be ableto:
Lessons:
  • Introducing Orchestrator 2012
  • Navigating Orchestrator 2012 Interfaces
  • Creating Runbooks
  • Working with Integration Packs
  • Integrating Orchestrator 2012 with Service Manager 2012
Module 14: System Center 2012 Service Pack 1
Lessons:
  • Introducing System Center 2012 Service Pack 1
  • Deploying Service Pack 1
  • Exploring Service Pack 1 and Service Manager 2012
Module 15: System Center 2012 Integration

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