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IT Service Management with System Center Service Manager

Course Description

Curriculum

Chapter 1 : Service Management Overview 

1Service Management Overview

  Effective IT Service Management includes process‐driven methodologies that cover a broad spectrum
  of IT functions. This can include change management, incident and problem management and
  release management. Although no organization typically adopts any single IT Service Management
  methodology most organizations, depending on their size and nature of business will adopt a
  combination of processes and functions from many different IT Service Management frameworks
  such as ITIL ﴾IT Infrastructure Library or MOF ﴾Microsoft Operations Framework.
  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 2012 R2 Service Manager can be used to
  implement them in your organization.
  Lessons

  •   Business Drivers Behind IT Service Management
  •   Introduction to Microsoft System Center 2012 R2
  •   System Center 2012 R2 Service Manager Overview and Key Features
  •   Adopting ITIL/MOF Best Practices with Service Manager

 

  •   Lab : IT Service Management and ITIL/MOF
  •   IT Processes found in ITIL and MOF
  •   After completing this module, students will be able to:
  •   Describe the business drivers behind IT Service Management
  •   Describe, at a high‐level, System Center 2012 R2
  •   Describe, at a high level, System Center 2012 R2 Service Manager
  •   Describe how Service Manager adopts best practices found in ITIL and MOF

 

Chapter 2 : Installing System Center 2012 R2 Service Manager 

1Installing System Center 2012 R2 Service Manager

  Before installing System Center 2012 R2 Service Manager in any environment there are many factors
  that you need to consider. Firstly, you need to understand your current IT environment. This includes
  how many users and computers are in the environment, how many Incidents and Change Requests
  are raised on a weekly/monthly basis and how many Analysts will be using the Service Manager
  Console. This information is critical in planning a successful deployment of Service Manager as it will
  be used to determine the hardware required for the various Service Manager components. Service
  Manager relies on Microsoft SQL Server to stores it’s operational and data warehouse databases so
  careful consideration should also be given to the configuration of SQL Server when deploying Service
  Manager. This includes the disk subsystem, memory and database collation. In this module you will
  learn the key component and architecture of Service Manager including the hardware and software
  requirements. You will also learn the security requirements and considerations that should be taken
  into account before, during and after deploying Service Manager. You will learn how to install the
  various components of Service Manager including where components can and cannot be shared on
  the same computer. Finally you will learn how to upgrade an existing System Center Service Manager
  2010 environment to System Center 2012 Service Manager.
 
  Lessons
 

  •   System Center 2012 R2 Service Manager Architecture and Core Components
  •   Hardware, Software and Security Requirements
  •   Planning and Sizing a System Center 2012 R2 Service Manager Deployment
  •   Installing System Center 2012 R2 Service Manager
  •   Installing and Configuring the Service Manager Self‐Service Portal
  •   Overview of the Service Manager Console
  •   Upgrading to System Center 2012 Service Manager

 
  Lab : Installing System Center 2012 R2 Service Manager

  •   Install the Service Manager Management Group
  •   Install the Data Warehouse Management Group and Register the Service Manager
  •   Management Group with the Data Warehouse Management Group
  •   Install and configure the Service Manager Self‐Service Portal and confirm a successful installation

 
  Lab : Upgrading to System Center 2012 Service Manager

  •   Backup the Service Manager 2010 Environment
  •   Upgrade Service Manager 2010 to System Center 2012 Service Manager

 
  After completing this module, students will be able to:
 

  •   Describe the System Center 2012 R2 Service Manager Architecture and Core Components.
  •   Describe the Hardware, Software and Security requirements of System Center 2012 R2   Service Manager.
  •   Plan and Size a System Center 2012 R2 deployment.
  •   Install System Center 2012 R2 Service Manager.
  •   Install and configure the Service Manager Self‐Service Portal.
  •   Use the Service Manager Console to confirm a successful deployment.
  •   Upgrade Service Manager 2010 to System Center 2012 Service Manager.

 

Chapter 3 : Key Concepts and Features 

1Key Concepts and Features

  Before you start to configure Service Manager to meet your requirements it is important that you
  understand some of the key concepts and features found in the Service Manager Console. This
  includes Management Packs that are used to store Service Manager Items such as queues, views and
  groups. You should understand the concept of work items and configuration items including how
  they can be created and modified in Service Manager. In this lesson you will learn many of the key
  features and concepts that will help you understand how to configure important functions in Service
  Manager.
 
  Lessons
 

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

 
  Lab : Configuring Service Manager for StockTrader and DinnerNow
 

  •   Create a StockTrader and DinnerNow Management Pack
  •   Create the DinnerNow Configuration Items

 
  After completing this module, students will be able to:
 

  •   Describe Management Packs.
  •   Describe the Service Manager CMDB.
  •   Manage Activities.
  •   Manage Workflows.
  •   Manage Templates.
  •   Manage Security and User Roles in Service Manager.

 

Chapter 4 : Configuring Service Manager For Your Environment 

1Configuring Service Manager For Your Environment

  After installing Service Manager in your environment there will be number of initial configuration
  tasks that should be performed in order to customize it to your environment and your needs. For
  example, you can edit the Incident settings and configure the Priority Calculation that should be
  applied to Incidents when they are created in Service Manager based on the Urgency and Impact
  applied to an Incident. This provides a method of measuring Service Level Agreements with Incidents.
  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.
 
  Lessons
 

  •   System Center 2012 R2 Service Manager Initial Configuration
  •   Configuring Business Services
  •   Configuring Access for your Support Teams
  •   Configuring Notifications

 
  Lab : Configuring Service Manager for Your Environment
 

  •   Configuring Service Manager Settings
  •   Importing a Distributed Application Diagram from Operations Manager
  •   Provisioning access for the DinnerNow and StockTrader Support Teams
  •   Configuring Notifications

 
  After completing this module, students will be able to:
 

  •   Perform initial configuration tasks in Service Manager.
  •   Configure Business Services.
  •   Configure Access for your support teams.
  •   Configure Notifications.

 

Chapter 5 : Integrating Service Manager with the Hybrid Cloud 

1Integrating Service Manager with the Hybrid Cloud

 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. In addition to the Active Directory and System Center Connectors and Exchange
  Connector can also be installed in Service Manager to provide integration with Microsoft Exchange
  Server and allow features such as creating an Incident from an email to be performed. It is important
  that you understand how to configure these Connectors so that important information relating to
  your IT environment can be represented in Service Manager appropriately.
 
  Lessons
 

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

 
  Lab : Configuring Connectors in Service Manager
 

  •   Configure Active Directory and System Center Connectors
  •   Configure the Exchange Connector

 
  After completing this module, students will be able to:
 

  •   Configure the Active Directory and System Center Connectors in Service Manager.
  •   Install and configure the Exchange Connector in Service Manager.

 

Chapter 6 : Managing Incidents and Problems 

1Managing Incidents and Problems

  Incident and Problem management are two key functions that form part of any Service Management
  solution. Not only should you understand how Incidents and Problems are configured and managed
  you also need to understand what constitutes an Incident or a Problem. 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. Finally you will learn how Service Manager Queues and
  Views can be created to filter Incidents and Problems. These can then be used when configuring User
  Roles to restrict what Incidents and Problems analysts can view and work on in the Service Manager
  Console.
 
  Lessons
 

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

 
  Lab : Configuring Incident and Problem Management
 

  •   Create an Incident using the Service Manager Console
  •   Create an Incident Template
  •   Using Incident Templates
  •   Configuring an Incident Event Workflow to automatically update an Incident
  •   Group Incidents and create a Problem Record
  •   Create Queues and Views to filter Incidents

 
  After completing this module, students will be able to:
 

  •   Describe the definition of an Incident and a Problem
  •   Manage Incidents
  •   Manage Problems
  •   Use Queues and Views with Incidents and Problems

 

Chapter 7 : Managing Changes and Releases 

1Managing Changes and Releases

  When changes need to occur in the IT environment it is important that they are managed
  appropriately. The goal of Change Management as described by ITIL is to “ensure that standardized
  methods and procedures are used for efficient and prompt handling of all changes, in order to
  minimize the impact of change‐related incidents upon service quality, and consequently to improve
  the day‐to‐day operations of the organization”. 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.
 
  Lessons
 

  •   Managing Change Requests
  •   Managing Release Records

 
  Lab : Configuring Change and Release Management
 

  •   Create a Change Request with Review Activities
  •   Approve the Change Request
  •   Create a Release Record to control a software update deployment for the StockTrader and                   DinnerNow application servers
  •   Link Manual Activities within the Release Record to Dependent Activities in the Change  Request
  •   Configure Release Record Workflow Rules for Notifications

 
  After completing this module, students will be able to:
 

  •   Manage Change Requests in Service Manager
  •   Manage Release Records in Service Manager

 

Chapter 8 : Configuring and Managing the Service Catalog 

1Configuring and Managing the Service Catalog

  Service Request fulfillment is a key function in the Service Management framework. By providing
  Service Request fulfillment you can align your IT and business strategy and ensure that you deliver
  business value with IT services. Service Manager provides Service Request fulfillment by using best
  practice methodologies from both Microsoft Operations Framework ﴾MOF﴿ 4.0 and Information
  Technology Infrastructure Library ﴾ITIL﴿ V3.
  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.
 
  Lessons
 

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

 
  Lab : Configuring Service Requests
 

  •   Create the Contoso Request Offering
  •   Test the Contoso Request Offering
  •   Create the StockTrader Request Offerings
  •   Test the StockTrader Request Offerings

 
  After completing this module, students will be able to:
 

  •   Describe the Service Catalog, Request Offerings and Service Offerings.
  •   Manage Service Requests and Catalog Groups.
  •   Use the Self‐Service Portal.

 

Chapter 9 : Automating Business Processes with Orchestrator 

1Automating Business Processes with Orchestrator

  When Service Manager and Orchestrator have been integrated the ability to automate business
  processes in Service Manager is made available. Orchestrator can be used to create, update and
  manage items in Service Manager and Service Manager can be used to initiate Orchestrator
  Runbooks. A typical example of automating a business process with Orchestrator would be using it
  to automatically create a Problem Record in Service Manager when a number of related Incidents
  have been created. Orchestrator would monitor the Incidents in Service Manager and when a defined
  number of related Incidents have been created it would create a Problem Record and automatically
  associate the related Incidents to it. In this module you will learn how Orchestrator and Service
  Manager can be used to automate business processes.
 
  Lessons
 

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

 
  Lab : Automating the Contoso and StockTrader Service Offerings
 

  •   Automating the Request Offering for Contoso
  •   Automating the Request Offerings for StockTrader

 
  Lab : Automating Business Processes with Orchestrator
 

  •   Creating a Change Request to approve the restart of the application server
  •   Configure a Runbook Automation Activity
  •   Approving the Change Request and confirming the application server is restarted
  •   After completing this module, students will be able to:
  •   Configure integration between Orchestrator and Service Manager.
  •   Configure a Runbook in Orchestrator to monitor a Change Request in Service Manager.
  •   Configure Runbook Automation Activity templates in Service Manager.
  •   Create a Request Offering in Service Manager that initiates a Runbook in Service Manager.

 

Chapter 10 : Configuring Service Level Management 

1Configuring Service Level Management

  As defined by ITIL the mission statement for Service Level Management is “Plan, coordinate,
  negotiate, report and manage the quality of IT services at acceptable cost”. To provide effective
  Service Level Management a number of key activities must be undertaken. In addition to this, an
  ongoing activity to improve IT services is maintained. This not only helps ensure that service levels
  are being met but also ensures the business or businesses are satisfied with the level of service they
  are receiving.
 
  In this module you will learn how Service Level Management is implemented in Service Manager.
 
  Lessons
 

  •   Configuring Service Level Management
  •   Viewing SLA information in Service Manager

 
  Lab : Configuring Service Level Management
 

  •   Create a Service Level Objective for an Incident SLA
  •   Create a Service Level Objective for a Service Request SLA
  •   Configure SLA Notifications

    After completing this module, students will be able to:
  •   Configure Service Level Management.
  •   View SLA information in Service Manager.

 

Chapter 11 : Using Reports and Analyzing Data in Service Manager 

1Using Reports and Analyzing Data in Service Manager

  Reporting in any IT Service Management solution is a key function that provides a wealth of
  information. From analyzing Incident trends to reporting on Software Update compliance, data
  stored in the reporting data warehouse provides a historical view of how your business environment
  has performed. Service Manager provides a number of standard reports that become available once
  data from the Service Manager database has been extracted and prepared in the Service Manager
  Data Warehouse. To facilitate this, a number of Data Warehouse Jobs are used to extract, transform
  and load the data into the Data Warehouse so that it can be used in reports. It is important you
  understand how these data warehouse jobs operate including how to troubleshoot jobs that have
  failed. Similarly, there are a number of OLAP Cubes that can be used to perform advanced analytics
  on data that has been collected in the data warehouse. It is important you understand how these
  cubes are processed including how to analyze cube data in Microsoft Excel and Microsoft SharePoint.
  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.
 
  Lessons
 

  •   Running Reports in System Center 2012 R2 Service Manager
  •   Configuring and Running Data Warehouse Jobs
  •   Troubleshooting failed Data Warehouse Jobs
  •   Data Warehouse Cubes

 
  Lab : Configuring Reports and Analyzing Service Manager Data
 

  •   Configuring, Running and Exporting Reports
  •   Configuring Data Warehouse Job Schedules
  •   Viewing the Status of Data Warehouse Jobs
  •   Managing the Analysis Library
  •   Analyzing Cube Data

 
  After completing this module, students will be able to:
 

  •   Run reports in Service Manager.
  •   Configure and run Data Warehouse Jobs.
  •   Troubleshoot Data Warehouse Jobs.
  •   Describe the Data Warehouse Cubes in Service Manager.

 

Chapter 12 : Advanced Troubleshooting and Disaster Recovery 

1Advanced Troubleshooting and Disaster Recovery

  Over time there may be the need to troubleshoot your Service Manager environment and perform
  disaster recovery tasks such as restoring the Service Manager databases or recovering from a failed
  Management Server. In these scenarios it is important that you understand what tools are available
  to troubleshoot Service Manager and what actions you should take to recover from a disaster. As an
  example consider the following scenario. Change Managers have reported that when they attempt to
  approve a Change Request the Approval Activity status does not change to Completed state. Instead
  the status stays in an In Progress state. In this scenario you should review the status of the Workflows
  in Service Manager and review the log files for the relevant activity. In this module you will learn
  some of the advances troubleshooting techniques that are 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.
 
  Lessons
 

  •   Performing advanced troubleshooting in Service Manager
  •   Performing Disaster Recovery in Service Manager

 
  Lab : Performing Disaster Recovery in Service Manager
 

  •   Recovering from a failed Service Manager Management Server
  •   Recovering from a failed Service Manager Data Warehouse Management Server
  •   Recovering from a failed Service Manager database

 
  After completing this module, students will be able to:
 

  •   Perform advanced troubleshooting in Service Manager
  •   Perform disaster recovery in Service Manager

 

Chapter 13 : Creating Custom Forms and Items in Service Manager 

1 Creating Custom Forms and Items in Service Manager

  In most cases the out‐of‐box forms that are included with Service Manager will be sufficient for your
  day‐to‐day IT Service Management requirements. However, in some cases you may find the need to
  create a custom form that is used to collect information that is not currently possible with the
  existing forms. As an example of this you may have an in‐house line of business application that you
  want to manage with Service Manager. There may be a number of components in the application
  that you want to represent in a form when creating an Incident. In this scenario you can use the
  Service Manager Authoring Console to create a custom form based on the default Incident form and
  then customize it with controls such as a label or text box. You can then save this customized form in
  a new Management Pack for use in Service Manager. In this final module you will learn how to use
  the Service Manager Authoring Console to create customized forms in Service Manager.
 
  Lessons
 

  •   Key Concepts in creating customized forms
  •   Creating a Customized form using the Authoring Console

 
  Lab : Creating Customized forms using the Authoring Console
 

  •   Creating a Customized Incident Form
  •   Creating a new Configuration Item and Form to record laptop computer information

 
  After completing this module, students will be able to:
 

  •   Describe the key concepts in creating customized forms in Service Manager.
  •   Create a customized form using the Authoring Console.

 

$800

  • Lectures0
  • Video
  • Skill level Full Course
  • Languages English

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