System Center 2012 Service Manager Training Course and Workshop in Bangalore, Mysore, Chennai, Hyderabad, Pune, Mumbai, Delhi, Noida, Gurgaon, Kolkata

This System Center 2012 Service Manager training course provides skills to design, deploy and maintain Service Manager 2012 in an organization. You will be introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed within the System Center suite. In addition, you will learn how to customize the end user experience and automate service request responses, as well as learn best practices for using Service Manager 2012.

By attending System Center 2012 Service Manager workshop, delegates will learn to:

Explain the role of Service Manager 2012 and the entire System Center suite.
Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
Discuss the overall architecture and design considerations for Service Manager 2012.
Install and configure Service Manager 2012.
Import and configure management packs.
Populate Service Manager 2012's Configuration Management Database (CMDB).
Establish role-based security.
Extend the functionality of Service Manager 2012 using connectors.
Utilize lists, queues and templates.
Implement incident, change, release and service level management.
Design workflows for automated incident routing and escalation.
Configure the Service Manager 2012 environment.
Create service offerings and request offerings and customize the Self-Service Portal.
Implement runbook automation activities with Orchestrator 2012.
List System Center 2012 Service Pack 1 updates.
Integrate Service Manager 2012 with the System Center 2012 suite.

Active Directory Domain Services (AD DS).
PowerShell and SQL Server Reporting Services.
Service Manager (helpful but not required).
Administration of other System Center 2012 products (helpful but not required).
Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required).

The System Center 2012 Service Manager class is ideal for:

IT professionals and business analysts who are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.

Introduction to System Center 2012 Service Manager

History and Evolution of System Center 2012
System Center 2012 Product Suite
System Center 2012 Licensing
System Center 2012 Service Manager

Overview of ITIL and MOF

Introducing ITIL and MOF
Defining the Role of a Service Desk
Applying ITIL and MOF to Service Manager 2012

Design and Deployment Considerations for Service Manager 2012

Examining the Service Manager 2012 Architecture
Designing Service Manager 2012
Analyzing Deployment Scenarios
Preparing to Deploy Service Manager 2012

Installing and Configuring Service Manager 2012

Installing the Service Manager Management Server
Installing the Service Manager Data Warehouse Management Server
Navigating the Service Manager Console
Registering the Data Warehouse
Working with Management Packs

Managing Service Manager 2012 Security

Defining Role-Based Access Control
Examining Service Manager 2012 Security
Configuring User Roles in Service Manager 2012

Extending Service Manager 2012 with Connectors

Defining the Configuration Management Database
Considering the Role of Connectors
Installing and Configuring Connectors
Importing Data Using CSV Files

Incident Management

Introducing Incident Management
Configuring Incident Management Settings
Configuring Problem Management Settings
Customizing Incident Management Lists
Customizing Incident Management Views
Creating Incident Requests
Creating Incident Request Templates
Using Templates with Incidents Requests
Creating Incident Management Event Workflows

Change Management and Activity Management

Introducing Change Management and Activity Management
Implementing a Change Management Process
Examining Activities in Service Manager 2012
Customizing Change Management Lists
Customizing Change Management Views
Creating Change Requests and Activities
Creating Change Request Templates
Creating Change and Activity Management Workflows

Release Management

Introducing Release Management
Customizing Release Management Lists
Customizing Release Management Views
Creating Release Records
Creating Release Record Templates
Creating Release Management Event Workflows

Service Level Management

Introducing Service Level Management
Creating a New Calendar Item
Creating a New Metric Item
Creating a New Service Level Objective
Configuring Notifications

Using the Self-Service Portal

Introducing the Self-Service Portal
Introducing the Service Catalog
Creating Service Offerings and Request Offerings
Customizing the Self-Service Portal

Managing the Data Warehouse and Reporting

Introducing the Data Warehouse
Navigating the Data Warehouse Workspaces
Defining Data Warehouse Jobs
Exploring Different Data Warehouse Reports
Configuring Data Retention Settings
Using Windows PowerShell cmdlets

Orchestrator 2012 and Service Manager 2012 Integration

Introducing Orchestrator 2012
Navigating Orchestrator 2012 Interfaces
Creating Runbooks
Working with Integration Packs
Integrating Orchestrator 2012 with Service Manager 2012

System Center 2012 Service Pack 1

Introducing System Center 2012 Service Pack 1
Deploying Service Pack 1
Exploring Service Pack 1 and Service Manager 2012

System Center 2012 Integration

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System Center 2012 Service Manager

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