Administering Microsoft System Center 2012 Service Manager

4 Day Course

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Scheduled Virtual Onsite


This four-day course is a mix of in-depth instructor led training and hands-on labs where you will learn about the features, server roles and components included in System Center Service Manager 2012.

This class begins with an introduction to Service Manager 2012 followed by a detailed architectural discussion that explains how to design your Service Manager 2012 environment. Next, students will walk through an advanced installation of Service Manager 2012 and learn how to install the database, Management Server, Data Warehouse, and the Self Service Portal. Once the setup is complete, the students will perform other critical post installation configurations.

With a Service Manager 2012 environment built, attendees will learn how to populate the Service Manager CMDB using connectors to other Microsoft and System Center products, including Active Directory, Configuration Manager, Operations Manager, and Orchestrator. They will then move on to learn about Service Manager's role-based security.

With security in place, attendees will then learn the details of how Incident, Problem, Change, Release, and Service Management are implemented, including the different configurations and customizations that are available in the tool. They will also learn how to take advantage of the knowledge base, lists, queues, and templates, as well as how the data warehouse and reporting work.

Finally, the class will wrap up by looking at some of the advanced customization techniques available through the use of the Service Manager Authoring Console.

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System Center Service Manager SP1 Overview (3 topics)

  • Understand ITIL/MOF
  • Understanding Service Desk Concepts
  • Understand Service Manager is and how it applies the Service Desk Concept

System Center Service Manager SP1 Architecture (4 topics)

  • Discuss the different components of Service Manager
  • Discuss the different architecture configuration for Service Manager
  • Discuss Service Manager Integration points with other System Center products
  • Discuss the internals of how Service Manager works

Deploying Service Manager SP1 (4 topics)

  • Plan for Service Manager deployment
  • Install System Center Service Manager SP1
  • Connect Service Manager Management Server to Data Warehouse
  • Understand and perform the necessary post installation tasks

Self Service Portal (5 topics)

  • Discuss the Self Service Portal architecture and functionality
  • Install the Self Service Portal
  • Utilize the Self Service Portal as an end user
  • Utilize the Self Service Portal as an analyst
  • Customize the Self Service Portal

Configuring Connectors (7 topics)

  • Understand the CMDB and Configuration Management concepts
  • Install/Use the Active Directory Connector
  • Install/Use the Configuration Manager Connector
  • Install/Use the Operations Manager Configuration Item Connector
  • Install/Use the Operations Manager Alerts Connector
  • Install/Use the Orchestrator Configuration Item Connector
  • Install/Use the CSV Connector

Service Manager Security (3 topics)

  • Understand role based security
  • Create a new user role and restrict the view in the Service Console to specific groups
  • Understand the minimum requirements for the different service accounts and the action account

Incident Management (6 topics)

  • Discuss basic ITIL/MOF Incident Concepts
  • Create Incidents
  • Customize Incident Lists
  • Create Incident Templates
  • Create Incident Views
  • Create Incident Workflows using the Service Console

Problem Management (5 topics)

  • Discuss basic ITIL/MOF Problem Concepts
  • Create Problems
  • Customize Problem Lists
  • Create Problem Views
  • Create Problem workflows using the Service Console

Change Management (6 topics)

  • Discuss basic ITIL/MOF Change Management Concepts
  • Create Change Requests
  • Discuss Manual and Review Activities
  • Create Change Request Templates
  • Create Change Request Views
  • Create Change Request workflows using the Service Console

Release Management (5 topics)

  • Discuss basic ITIL/MOF Release Management Concepts
  • Create Release Requests
  • Create Release Request Templates
  • Create Release Request Views
  • Create Release Request workflows using the Service Console

Service Requests (5 topics)

  • Discuss basic ITIL/MOF Service Request Concepts
  • Create Service Requests
  • Create Service Request Templates
  • Create Service Request Views
  • Create Service Request workflows using the Service Console, Orchestrator, and Self Service Portal

Service Manager Library (5 topics)

  • Create/Update Knowledge Base Articles
  • Create/Update Queues
  • Create/Update Lists
  • Create/Update Templates
  • Create/Update Notifications

Data Warehouse and Reporting (5 topics)

  • Describe the Service Manager Data Warehouse
  • Describe how reporting works in Service Manager
  • Run Reports
  • Create Favorite Reports
  • Create Linked Reports

Management Pack Basics (3 topics)

  • Describe the basic components of a management pack
  • Discuss how management packs are used in Service Manager
  • Discuss best practices around management pack development, including naming conventions, inheritance, and relationships

Extending Service Manager œ Part 1 (5 topics)

  • Discuss when the Authoring Console should be used for content creation
  • Create a custom Configuration Item
  • Create a custom form for a Configuration Item
  • Load and use the custom Configuration Item and form in Service Manager
  • Populate custom Configuration Items using the CSV Connector

Extending Service Manager œ Part 2 (5 topics)

  • Extend existing work item objects in Service Manager
  • Extend existing work item forms in Service Manager
  • Create new work item objects
  • Create new work item forms
  • Create custom workflows


Before attending this course, students should have a relevant MCSA certification or equivalent knowledge.

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