IT Service Management with System Center Service Manager (10965)

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.

Lessons

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

After completing this module, students will be able to:

• Describe the business drivers behind IT Service Management
• Describe, at a high-level, System Center 2016
• Describe, at a high level, System Center 2016 Service Manager
• Describe how Service Manager adopts best practices found in ITIL and MOF

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.

Lessons

• System Center 2016 Service Manager Architecture and Core Components
• 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
• Overview of the Service Manager Console
• Upgrading to System Center 2016 Service Manager

• Installing the Service Manager Management Group
• Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
• Installing the Service Manager Self-Service Portal and confirming a successful installation
• Customizing the Self-Service Portal
• Backing up the Service Manager 2012 R2 environment
• Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager

After completing this module, students will be able to:

• Describe System Center 2016 Service Manager architecture and core components
• Describe the Hardware, Software and Security requirements of System Center 2016 Service manager
• Plan and size a System Center 2016 deployment
• Install System Center 2016 Service Manager
• Install and configure the Service Manager Self-Service Portal
• Use the Service Manager Console to confirm a successful deployment
• Upgrade Service Manager 2012 R2 to System Center 2016 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.

Lessons

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

• Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow
• Create a Management Pack, Work Item Templates and Configuration Items for StockTrader

After completing this module, students will be able to:

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

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.

Lessons

• System Center 2016 Service Manager Initial Configuration
• Configuring Business Services
• Configuring Access for your Support Teams
• Configuring Notifications

• Configuring Service Manager Settings
• Configuring Business Services
• 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

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.

Lessons

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

• Configure System Center Connectors
• Configure the Exchange Connector

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

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.

Lessons

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

• Create an Incident using the Service Manager console
• Using Incident Templates
• Configuring an Incident Event Workflow to automatically update an Incident
• Group Incidents and create a Problem Record
• Creating 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

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.

Lessons

• Managing Change Requests
• Managing Release Records

• Create a Change Request with Review and Dependent Activities
• Create a Release Record to manage changes
• Configuring a Release Record Workflow Rule for Notification

After completing this module, students will be able to:

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

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.

Lessons

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

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

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

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.

Lessons

• Overview of 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

• Automating a Request Offering for Contoso
• Automating a Service Request for StockTrader

After completing this module, students will be able to:

• Describe Orchestrator including its key features and components
• Configure Runbooks in Orchestrator
• Configure integration between Orchestrator and Service Manager
• Create a Request Offering in Service Manager that initiates a Runbook in Service Manager

Module 10: Configuring Service Level Management

In this module, you will learn how Service Level Management is implemented in Service Manager.

Lessons

• Configuring Service Level Management
• Viewing Service Level Agreement (SLA) Information in Service Manager

• 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

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.

Lessons

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

• Configuring, Running, and Exporting Reports
• Creating a Custom Report
• 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:

• Describe how to run reports in Service Manager
• Describe how to configure and run data warehouse jobs
• Describe how to troubleshoot data warehouse jobs
• Describe the data warehouse cubes in Service Manager

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.

Lessons

• Performing Advanced Troubleshooting in Service Manager
• 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

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.

Lessons

• Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
• Creating New and Customized Forms by Using the Service Manager Authoring Tool

• Extending the Incident Class
• Customizing the Default Incident Form
• Seal the Management Pack
• Import the Management Pack and use the updated Incident form

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 Tool