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Learn how to deploy and configure System Center 2012 SP1 Service Manager. You will review where Service Manager sits within the System Center 2012 SP1 product and what business and technical needs Service Manager is designed to meet...

  • Course Start Date: 2019-06-24
  • Time: 09:30:00 - 17:30:00
  • Duration: 5 days 09:30 AM - 05:30 PM
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led
$2,695.50
REGULAR PRICE $2,995.00 Save $299.50
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Course Outline

Pre-Requisites

Working knowledge of Windows Server 2008 R2 and Windows Server 2012 Working knowledge of SQL Server 2008 R2 and SQL Server 2012

Lessons

Discover how to how to architect and implement a System Center 2012 SP1 Service Manager deployment.

In this course, you will learn how to deploy and configure System Center 2012 SP1 Service Manager. You will review where Service Manager sits within the System Center 2012 SP1 product and what business and technical needs Service Manager is designed to meet. You will learn how to upgrade an existing Service Manager 2010 environment to System Center 2012 SP1 and how to customize System Center 2012 SP1 Service Manager to be in line with corporate standards. Discover how Service Manager manages changes in the IT environment by configuring activity, change, and release management. You will also learn how to run reports in Service Manager including how to manage and maintain the data warehouse jobs and cubes on which reports rely.

This course incorporates materials from the Official Microsoft Learning Product 10965: IT Service Management with System Center Service Manager.

Our Microsoft Training Exclusives*
  • Six months of anytime access to your course labs and lab environment
  • Six months of 24/7 access to mentoring via chat, email, and phone
  • Six months of on-demand access to indexed, searchable recordings of your Virtual Classroom or Extended Virtual class
  • Six months of unlimited retakes of your class

* Terms and conditions may apply

What You'll Learn
  • Key features of System Center 2012 SP1 and System Center 2012 SP1 Service Manager
  • How System Center 2012 SP1 Service Manager adopts best practices using ITIL and MOF
  • Hardware, software, and security requirements of System Center 2012 SP1 Service Manager
  • Install System Center 2012 SP1 Service Manager.
  • Upgrade Service Manager 2010 to System Center 2012 SP1 Service Manager
  • Integrate System Center 2012 Service Manager using connectors
  • Use queues and views with incidents and problems
  • Configure activity, change, and release management
  • Describe the service catalog, request offerings, and service offerings
  • Manage service requests and catalog groups
  • Perform datacenter resource provisioning with the cloud services process pack
  • Run reports in Service Manager
  • Configure, run, and troubleshoot data warehouse jobs
  • Create and manage a control management program
Who Needs to Attend
  • Cloud and datacenter administrators who are new to System Center 2012 SP1 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter
  • 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 2012 SP1 Service Manager
Follow-On Courses
  • Monitoring and Operating a Private Cloud with System Center 2012 (M10750)
  • Configuring and Deploying a Private Cloud with System Center 2012 (M10751)
Course Outline
1. Service Management Overview
  • Introduction to Microsoft System Center 2012
  • System Center 2012 SP1 Service Manager Overview and key features
  • ITIL and MOF Service Management
  • Adopting ITIL/MOF Best Practices with Service Manager
2. Installing System Center 2012 SP1 Service Manager
  • System Center 2012 SP1 Service Manager Architecture and Core Components
  • Hardware and Software Requirements
  • Security Requirements
  • Installing System Center 2012 SP1 Service Manager
  • Upgrading to System Center 2012 Service Manager
3. Configuring base settings in Service Manager
  • System Center 2012 SP1 Service Manager Base Configuration
  • Configuring Notifications
  • Integrating System Center 2012 SP1 Service Manager using Connectors
  • Configuring the Exchange Connector
  • Configuring Business Services
4. Configuring Incident and Problem Management
  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems
5. Configuring Activity, Change and Release Management
  • Managing Activities in Service Manager
  • Configuring Change Management
  • Configuring Release Management
6. Configuring and Managing Service Requests
  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal
  • Datacenter Resource Provisioning with the Cloud Services Process Pack
7. Configuring Service Level Management
  • Configuring Service Level Management
  • Viewing SLA information in Service Manager
8. Customizing the Self-Service Portal
  • Components of the Self-Service Portal
  • Customizing the Self-Service Portal
9. Using Reports and Analyzing Data in Service Manager
  • Running Reports in System Center 2012 SP1 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting failed Data Warehouse Jobs
  • Data Warehouse Cubes
10. Configuring Compliance with the Process Pack for IT GRC
  • Overview of the Process Pack for IT GRC
  • Installing the Process Pack for IT GRC
  • Creating a Control Management Program
  • Managing a Control Management Program
Labs
Lab 1: Exploring the Service Manager Console
  • Exploring Work Items in Service Manager
  • Exploring Configuration Items in Service Manager
Lab 2: Installing System Center 2012 SP1 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 the Service Manager Self-Service Portal and Confirm a Successful Installation
Lab 3 : Upgrading to System Center 2012 Service Manager
  • Backup the Service Manager 2010 Environment
  • Upgrade Service Manager 2010 to System Center 2012 Service Manager
Lab 4: Configuring System Center 2012 SP1 Service Manager
  • Configure Service Manager Settings
  • Configure the Active Directory Connector
  • Configure User Roles
  • Configure Notifications
  • Configure System Center Connectors
  • Configure the Exchange Connector
  • Configure Business Services
Lab 5: Configuring Incident and Problem Management
  • Create an Incident using the Service Manager Console
  • Create an Incident Template
  • Using Incident Templates
  • Group Incidents and create a Problem Record
  • Create Queues and Views to filter Incidents
Lab 6: Configuring Change and Release Management
  • Create a Change Request with Review Activities
  • Approve Activities and complete the Change Request
  • Create a Release Record to control a software update deployment
  • Create a Change Request and link Activities in the Release Record
  • Configure Release Record Workflow Rules for Notification
Lab 7: Configuring Service Requests
  • Create a Request Offering
  • Create a Service Offering and include the Request Offering
  • Submit a Service Request in the Self-Service Portal and then fulfill the Service Request in the Service Manager Console
  • Raise an Incident from the Self-Service Portal and Resolve it in the Service Manager Console
  • Install the Cloud Services Process Pack
  • Configure the Cloud Services Process Pack
  • Provision a Virtual Machine using the Cloud Services Process Pack
Lab 8: 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
Lab 9: Customizing the Self-Service Portal
  • Change the Title and Image
  • Enable multi-lingual support in the Self-Service Portal
  • Add a new Navigation link to the Self-Service Portal
Lab 10: 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
Lab 11: Installing and Configuring the Process Pack for IT GRC
  • Installing the Process Pack for IT GRC
  • Create an IT GRC Control Management Program
  • Edit a Control Management Program using Microsoft Excel
  • Create an Exception and a Risk in the Control Management Program
  • Use the Process Pack for IT GRC Reports to Confirm Compliance

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

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About Global Knowledge

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Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.39 out of 5 based on 422 reviews.

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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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It was difficult to practice on my PC while trying to watch the presentation online.
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David was excellent!! I am very for having this course!!
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, ... Read more
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, talking about other classes, and talks about how Excel/technology has changed) took up way too much time. The course could have been condensed or better focus would have been great

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