IT Service Management with System Center Service Manager

During the five day IT Service Management with System Center Service Manager course, the delegates will discover where Service Manager sits within the System Center 2016 product, how Service Manager aligns itself to ITIL and MOF, how Service Manager controls changes in the IT environment and what business and technical needs Service Manager is designed to meet. By the completion of the course, the delegates will be able to:

• Architect and implement a System Center 2016 Service Manager deployment
• Configure Activity, Change and Release Management
• Create customised Service Manager Forms
• Customise the Self-Service Portal
• Troubleshoot Service Manager and perform disaster recovery

This course covers following topics:

Overview of Service Management

• Business Drivers behind IT Service Management
• Describe Microsoft System Center 2016
• Describe System Center 2016 Service Manager and Key Features
• Adopting ITIL/ MOF Best Practices with Service Manager
• Aligning IT Service Management Requirements to Service Manager

Installing System Center 2016 Service Manager

• Describe System Center 2016 Service Manager Architecture and Core Components
• Describe Hardware, Software and Security Requirements
• Planning and Sizing a System Center 2016 Service Manager Deployment
• Installing System Center 2016 Service Manager
• Installing and Configuring the Service Manager Self-Service Portal
• Describe Service Manager Console
• Upgrading to System Center 2016 Service Manager

Key Concepts and Features

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

Configuring Service Manager for Your Environment

• Perform Initial Configuration tasks in Service Manager
• Configuring Business Services
• Configuring Access for your Support Teams
• Configuring Notifications

Populating the Service Manager CMDB using Connectors

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

Managing Incidents and Problems

• Define an Incident and a Problem
• Managing Incidents
• Managing Problems
• Using Queues and Views with Incidents and Problems

Managing Changes and Releases

• Managing Change Requests
• Managing Release Records

Configuring and Managing the Service Catalog

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

Automating Business Processes with Orchestrator

• Describe Orchestrator
• Configuring Runbooks in Orchestrator
• Configuring Integration between Orchestrator and Service Manager
• Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

Configuring Service Level Management

• Configuring Service Level Management
• Viewing Service Level Agreement Information in Service Manager

Using Reports and Analysing Data in Service Manager

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

Advanced Troubleshooting and Disaster Recovery

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

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

• Describe the key concepts in creating customised forms in Service Manager
• Creating a customised form using the Authoring Tool