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EncartaLabs

IT Service Management with System Center Service Manager

( Duration: 5 Days )

In IT Service Management with System Center Service Manager training course, you will learn to deploy and configure System Center 2016 Service Manager, how to upgrade an existing Service Manager environment, and how to customize System Center 2016 Service Manager to be in line with corporate standards. Discover how Service Manager controls changes in the IT environment by configuring activity, change, and release management. You will also learn to customize the Self-Service Portal as well as to configure Reporting and Analysis.

By attending IT Service Management with System Center Service Manager workshop, delegates will learn:

  • Key features of System Center 2016 Service Manager
  • How Service Manager adopts best practices using ITIL and Microsoft Operations Framework (MOF)
  • Architecting and implementing a System Center 2016 Service Manager deployment
  • Upgrading an existing Service Manager 2012 R2 environment to System Center 2016
  • Customizing System Center 2016 Service Manager to be in line with corporate standards
  • Configuring incident and problem management
  • Configuring activity, change, and release management
  • Configuring service requests
  • Configuring service level management
  • Customizing the self-service portal
  • Configuring reporting and analysis
  • How to troubleshoot Service Manager and perform disaster recovery
  • How to create customized Service Manager forms

  • Working knowledge of Windows Server 2012 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

This IT Service Management with System Center Service Manager class is intended for:

  • Cloud and data center administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring, and operating it in their cloud or data center
  • Cloud and data center 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

COURSE AGENDA

1

Service Management Overview

  • Introduction to Microsoft 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
2

Installing System Center 2016 Service Manager

  • System Center 2016 Service Manager Architecture and Core Components
  • Hardware, Software, and Security Requirements
  • Installing System Center 2016 Service Manager
  • Overview of the Service Manager Console
  • Upgrading to System Center 2016 Service Manager
3

Key Concepts and Features

  • Overview of Management Packs and the Service Manager CMDB
  • Managing Activities, Workflows, and Templates
  • Security and User Roles
4

Configuring Service Manager for Your Environment

  • System Center 2016 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for Support Teams
  • Configuring Notifications
5

Populating the Service Manager CMDB Using Connectors

  • Integrating Service Manager with Active Directory and Other System Center Components
  • Integrating Service Manager with Exchange
6

Managing Incidents and Problems

  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems
7

Managing Changes and Releases

  • Managing Change Requests
  • Managing Release Records
8

Configuring and Managing the Service Catalog

  • The Service Catalog, Request Offerings, and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal
9

Automating Business Processes with Orchestrator

  • Overview of Orchestrator
  • Configuring Runbook in Orchestrator
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
10

Configuring Service Level Management

  • Viewing SLA Information in Service Manager
11

Using Reports and Analyzing Data in Service Manager

  • Running Reports in System Center 2016 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting Failed Data Warehouse Jobs
  • Data Warehouse Cubes
12

Advanced Troubleshooting and Disaster

  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager
13

Creating Custom Forms and Items in Service Manager Using the Service Manager Authoring Tool

  • Key Concepts in Creating Customized Forms
  • Creating a Customized Form Using the Authoring Console

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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