M10965: IT Service Management with System Center Service Manager

5 Day Course
Hands On
Official Microsoft Curriculum
Code M10965

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager. Using hands-on labs, students will learn the following:

  • Where Service Manager sits within the System Center 2016 product.
  • What business and technical needs Service Manager is designed to meet.
  • How Service Manager aligns itself to ITIL and MOF.
  • How to architect and implement a System Center 2016 Service Manager deployment.
  • How to upgrade an existing Service Manager 2012 R2 environment to System Center 2016.
  • How to customize System Center 2016 Service Manager to be in line with corporate standards.
  • How to configure Incident and Problem Management.
  • How to configure Activity, Change and Release Management.
  • How to configure Service Requests.
  • How to configure Service Level Management.
  • How to customize the Self-Service Portal.
  • How to configure Reporting and Analysis.
  • How to troubleshoot Service Manager and perform disaster recovery.
  • How to create customized Service Manager forms.


After completing this course, students will be able to:

  • Describe Service Manager 2016.
  • Upgrade to Service Manager 2016.
  • Install Service Manager 2016.
  • Describe Service Manager usage cases.
  • Configure base settings in Service Manager 2016.
  • Configure Incident and Problem Management.
  • Configure Activity, Change, and Release Management.
  • Configure and Manage Service Requests.
  • Automate business processes with Service Manager and Orchestrator.
  • Configure Service Level Management.
  • Customize the Self-Service Portal.
  • Use Reports and Analyze Data in Service Manager.
  • Perform advanced troubleshooting and disaster recovery in Service Manager.
  • Customize Service Manager Forms.

Target Audience

This course is intended for cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2016 Service Manager.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.


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Service Management Overview (5 topics)

  • Business Drivers behind IT Service Management.
  • Introduction to Microsoft System Center 2016.
  • System Center 2016 Service Manager Overview and Key Features.
  • Adopting ITIL/ MOF Best Practices with Service Manager.
  • Aligning IT Service Management Requirements to Service Manager.

Installing System Center 2016 Service Manager (9 topics)

  • System Center 2016 Service Manager Architecture and Core Components.
  • Hardware, Software and Security Requirements.
  • Planning and Sizing a System Center 2016 Service Manager Deployment.
  • Installing System Center 2016 Service Manager.
  • Installing and Configuring the Service Manager Self-Service Portal.
  • Overview of the Service Manager Console.
  • Upgrading to System Center 2016 Service Manager.
  • Lab: Installing System Center 2016 Service Manager
  • Lab: Upgrading to System Center 2016 Service Manager

Key Concepts and Features (7 topics)

  • Overview of Management Packs.
  • Overview of the Service Manager CMDB.
  • Managing Activities.
  • Managing Workflows.
  • Managing Templates.
  • Security and User Roles.
  • Lab: Configuring Service Manager for StockTrader and DinnerNow

Configuring Service Manager for Your Environment (5 topics)

  • System Center 2016 Service Manager Initial Configuration.
  • Configuring Business Services.
  • Configuring Access for your Support Teams.
  • Configuring Notifications.
  • Lab: Configuring Service Manager For Your Environment

Populating the Service Manager CMDB using Connectors (3 topics)

  • Integrating Service Manager with Active Directory and other System Center Components.
  • Integrating Service Manager with Exchange.
  • Lab: Configuring Connectors in Service Manager

Managing Incidents and Problems (5 topics)

  • The Definition of an Incident and a Problem.
  • Managing Incidents.
  • Managing Problems.
  • Using Queues and Views with Incidents and Problems.
  • Lab: Configuring Incident and Problem Management

Managing Changes and Releases (3 topics)

  • Managing Change Requests.
  • Managing Release Records.
  • Lab: Configuring Change and Release Management

Configuring and Managing the Service Catalog (4 topics)

  • The Service Catalog, Request Offerings and Service Offerings.
  • Managing Service Requests and Catalog Groups.
  • The Self-Service Portal.
  • Lab: Configuring Service Requests

Automating Business Processes with Orchestrator (5 topics)

  • Overview of Orchestrator.
  • Configuring Runbooks in Orchestrator.
  • Configuring Integration between Orchestrator and Service Manager.
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator.
  • Lab: Automating IT Processes in Service Manager

Configuring Service Level Management (3 topics)

  • Configuring Service Level Management.
  • Viewing Service Level Agreement (SLA) Information in Service Manager.
  • Lab: Configuring Service Level Management

Using Reports and Analyzing Data in Service Manager (5 topics)

  • Running Reports in System Center 2016 Service Manager.
  • Configuring and Running Data Warehouse Jobs.
  • Troubleshooting Failed Data Warehouse Jobs.
  • Data Warehouse Cubes.
  • Lab: Configuring Reports and Analyzing Service Manager Data

Advanced Troubleshooting and Disaster Recovery (3 topics)

  • Performing Advanced Troubleshooting in Service Manager.
  • Performing Disaster Recovery in Service Manager.
  • Lab: Performing Disaster Recovery in Service Manager

Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool (3 topics)

  • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool.
  • Creating New and Customized Forms by Using the Service Manager Authoring Tool.
  • Lab: Creating Customized Forms by Using the Authoring Tool


  • Working knowledge of Windows Server 2012 R2 and Windows Server 2016.
  • Working knowledge of SQL Server 2012 and SQL Server 2014.
  • An understanding of the IT management processes that are included with ITIL and MOF.

Scheduled Dates

Please select from the dates below to make an enquiry or booking.


Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Jun Jul Aug Sep Oct Nov
Later scheduled dates may be available for this course.

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