Administering Microsoft System Center 2012 Service Manager

4 Day Course
Code QASCSM12

This course has been retired. Please view currently available Microsoft System Centre Training.

Modules

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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

Prerequisites

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

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