System Center Service Manager 2012

This 5-day System Center Service Manager administration course provides the day to day SCSM administrator with the ability to maintain Service Manager 2012 within their organization. This course is approximately a 50/50 mix of lecture/lab experience for the student. It provides best practice sharing as well as the opportunity for the student to dive deep into their own lab experience. This System Center class starts with a brief introduction of how the various System Center products interoperate, and includes a discussion of how SCSM architected and deployed.

After completing this course, students will be able to:

  • Install and Configure Service Manager
  • Learn the importance of Service Manager within the System Center Suite
  • Install Management Server, Data Warehouse, and the Self Service Portal
  • Populate the Service Manager CMDB
  • Establish Role-based Security
  • Implement; Incident Problem, Change, Release, and Service Management
  • Leverage Knowledge Base, Lists, Queues, and Templates, the Data Warehouse and Reporting

Course Outline

  • Module 1: Introduction to the System Center 2012 Suite
  • Module 2: ITIL and MOF Review
  • Module 3: Design and Deployment choices for SCSM 2012
  • Module 4: Install and Configuration
  • Module 5: Service Manager Security
  • Module 6: Using Connectors to Import Data
  • Module 7: Incident Management
  • Module 8: Service Level Management
  • Module 9: Workflows
  • Module 10: Change and Activity Management
  • Module 11: Release Management
  • Module 12: Service Catalog
  • Module 13: Self Service Portal
  • Module 14: Configuring for your Environment
    • Generating Incidents
    • Notifications
    • Using Groups, Queues, and Lists
    • Using Runbooks
    • User Interface
    • Managing User Roles
  • Module 15: Leveraging PowerShell
  • Module 16: Managing the Data Warehouse and Reporting
  • Module 17: Using Management Packs
  • Module 18: Troubleshooting

Audience

IT Professionals and Business Analysts, with the primary responsibility of managing System Center Service Manager 2012 that need a deep dive into the heart of SCSM.