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.
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.
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
Lab : Upgrading to System Center 2016 Service Manager
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
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
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
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
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
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
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
Configuring Service Level Management
In this module, you will learn how Service Level Management is implemented in Service Manager.
Lab : Configuring Service Level Management
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
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
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
|Course Duration||5 Days|