M10965 IT Service Management with System Center Service Manager vD

M10965

This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.

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This course is aimed at:

  • cloud and datacenter administrators who are new to System Center 2012 R2 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter
  • 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 2012 R2 Service Manager

You will learn to:

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.

You will need:

  • 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.

Course Content:

Module 1:

Service Management

In this module, you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2016 Service Manager can be used to implement them in your organization. You will also learn some of the key business drivers behind IT Service Management.

Module 2:

Installing System Center 2016 Service Manager

In this module, you will learn about the key components and architecture of Service Manager, including the hardware and software requirements. You will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager. Lab : Installing System Center 2016 Service Manager

  • Installing the Service Manager Management Group.
  • Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
  • Installing the Service Manager Self-Service Portal and confirming a successful installation.
  • Customizing the Self-Service Portal.

Lab : Upgrading to System Center 2016 Service Manager

  • Backing up the Service Manager 2012 R2 environment.
  • Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager.

Module 3:

Key Concepts and Features In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.

Lab : Configuring Service Manager for StockTrader and DinnerNow

  • Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow.
  • Create a Management Pack, Work Item Templates and Configuration Items for StockTrader.

Module 4:

Configuring Service Manager for Your Environment In this module, you will learn some of the key configuration tasks that should be performed in Service Manager in order to customize it for your environment.

Lab : Configuring Service Manager For Your Environment

  • Configuring Service Manager Settings.
  • Configuring Business Services.
  • Provisioning access for the DinnerNow and StockTrader support teams.
  • Configuring Notifications.

Module 5:

Populating the Service Manager CMDB using Connectors

Connectors in Service Manager provide a key function in populating the Service Manager CMDB. For example, the Operations Manager CI Connector imports discovered objects such as web sites and databases into Service Manger so that they can be added to work items such as Incidents and Change Requests

Lab : Configuring Connectors in Service Manager

  • Configure System Center Connectors.
  • Configure the Exchange Connector.

Module 6:

Managing Incidents and Problems

In this module, you will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem. You will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.

Lab : Configuring Incident and Problem Management

  • Create an Incident using the Service Manager console.
  • Using Incident Templates.
  • Configuring an Incident Event Workflow to automatically update an Incident.
  • Group Incidents and create a Problem Record.
  • Creating Queues and Views to Filter Incidents.

Module 7:

Managing Changes and Releases

In this module, you will learn how Service Manager manages changes in the IT environment by using Change Requests. This includes creating and managing Activities such as Review Activities that are used to approve or reject changes. You will also learn how Release Records are used to group, schedule and develop approved changes.

Lab : Configuring Change and Release Management

  • Create a Change Request with Review and Dependent Activities.
  • Create a Release Record to manage changes.
  • Configuring a Release Record Workflow Rule for Notification.

Module 8:

Configuring and Managing the Service Catalog In this module, you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in module 10.

Lab : Configuring Service Requests

  • Create the Contoso Request Offering.
  • Test the Contoso Request Offering.
  • Create the StockTrader Request Offering.
  • Test the StockTrader Request Offering.

Module 9:

Automating Business Processes with Orchestrator

In this module, you will learn how Orchestrator and Service Manager can be used to automate business processes.

Lab : Automating IT Processes in Service Manager

  • Automating a Request Offering for Contoso.
  • Automating a Service Request for StockTrader.

Module 10:

Configuring Service Level Management

In this module, you will learn how Service Level Management is implemented in Service Manager.

Lab : Configuring Service Level Management

  • Create a Service Level Objective for an Incident SLA.
  • Create a Service Level Objective for a Service Request SLA.
  • Configure SLA Notifications.

Module 11:

Using Reports and Analyzing Data in Service Manager

In this module, you will learn how to run reports in Service Manager, including how to manage and maintain the data warehouse jobs and cubes on which reports rely on. Additionally, you will learn how to perform advanced analytics on cube data by using Excel and SharePoint.

Lab : Configuring Reports and Analyzing Service Manager Data

  • Configuring, Running, and Exporting Reports.
  • Creating a Custom Report.
  • Configuring Data Warehouse Job Schedules.
  • Viewing the Status of Data Warehouse Jobs.
  • Managing the Analysis Library.
  • Analyzing Cube Data.

Module 12:

Advanced Troubleshooting and Disaster Recovery In this module, you will learn some of the advanced troubleshooting techniques used to resolve problems in Service Manager. You will also learn how to perform disaster recovery for failed Service Manager components, such as the Service Manager databases.

Lab : Performing Disaster Recovery in Service Manager

  • Recovering from a failed Service Manager Management Server.
  • Recovering from a failed Service Manager Data Warehouse Management Server.
  • Recovering from a failed Service Manager database.


Module 13:

Creating Forms and Items in Service Manager

Using the Service Manager Authoring Tool In this final module, you will learn how to use the Service Manager Authoring Tool to create new and customized forms in Service Manager.

Lab : Creating Customized Forms by Using the Authoring Tool

  • Extending the Incident Class.
  • Customizing the Default Incident Form.
  • Seal the Management Pack.
  • Import the Management Pack and use the updated Incident form

M10965

£ 2,195.00 ex.vat

Data sheet

Course Duration 5 Days
Location London