Training & Exams

Administering Microsoft System Center 2012 Service Manager.

About This Course

Course Code
QASCSVMGR12

Course Type
Performance

Vendor
Microsoft

Duration
4 Days

RRP
£3,477.00

Course Overview
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Overview

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 SP1.

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, delegates 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 delegates 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, delegates 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.

Course Outline

Session 1: System Center Service Manager Overview

After completing this session delegates will:

Session 2: System Center Service Manager Architecture

After completing this session delegates will be able to:

Session 3: Deploying Service Manager

After completing this session delegates will be able to:

Session 4: Self Service Portal

After completing this session delegates will be able to:

Session 5: Configuring Connectors

After completing this session delegates will be able to:

Session 6: Service Manager Security

After completing this session delegates will:

Session 7: Incident Management

After completing this session delegates will be able to:

Session 8: Problem Management

After completing this session delegates will be able to:

  1. Discuss basic ITIL/MOF Problem Concepts
  2. Create Problems
  3. Customize Problem Lists
  4. Create Problem Views
  5. Create Problem workflows using the Service Console

Session 9: Change Management

After completing this session delegates will be able to:

Session 10: Release Management

After completing this session delegates will be able to:

Session 11: Service Requests

After completing this session delegates will be able to:

Session 12: Service Manager Library

After completing this session delegates will be able to:

Session 13: Data Warehouse and Reporting

After completing this session delegates will be able to:

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After completing this session delegates will be able to:

Session 15: Extending Service Manager - Part 1

After completing this session delegates will be able to:

Session 16: Extending Service Manager - Part 2

After completing this session delegates will be able to:

Prerequisites

MCSA certification, or equivalent knowledge

About This Course

Course Code
QASCSVMGR12

Course Type
Performance

Vendor
Microsoft

Duration
4 Days

RRP
£3,477.00

Course Overview
Download