This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager. Using hands-on labs, students will learn the following:
Describe Service Manager 2016.
Upgrade to Service Manager 2016.
Install Service Manager 2016.
Describe Service Manager usage cases.
Configure base settings in Service Manager 2016.
Configure Incident and Problem Management.
Configure Activity, Change, and Release Management.
Configure and Manage Service Requests.
Automate business processes with Service Manager and Orchestrator.
Configure Service Level Management.
Customize the Self-Service Portal.
Use Reports and Analyze Data in Service Manager.
Perform advanced troubleshooting and disaster recovery in Service Manager.
Customize Service Manager Forms.
This course is intended for cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for 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 2016 Service Manager.
Module 1: Service Management Overview
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.
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.
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.
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
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.
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.
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.
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.
Module 10: Configuring Service Level Management
In this module, you will learn how Service Level Management is implemented in Service Manager.
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.
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.
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.