This four day course will provide students with the key knowledge required to deploy and configure System Center 2012 SP1 Service Manager

This course is intended for 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. 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 2012 SP1 Service Manager.



Objectivos

_ Describe the key features of System Center 2012 SP1.
_ Describe System Center 2012 SP1 Service Manager.
_ Describe the key methodologies adopted using ITIL and MOF.
_ Describe how System Center 2012 SP1 Service Manager adopts best practices using ITIL and MOF.
_ Describe the System Center 2012 SP1 Service Manager Architecture and Core Components.
_ Describe the Hardware and Software Requirements of System Center 2012 SP1 Service Manager.
_ Describe the 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.
_ Describe System Center 2012 Service Manager Base Configuration.
_ Configure Notifications.
_ Integrate System Center 2012 Service Manager using Connectors.
_ Configure the Exchange Connector.
_ Configure Business Services.
_ Describe the definition of an Incident and a Problem.
_ Manage Incidents.
_ Manage Problems.
_ Use Queues and Views with Incidents and Problems.
_ Configure Activity Management.
_ Configure Change Management.
_ Configure Release Management.
_ Describe the Service Catalog, Request Offerings and Service Offerings.
_ Manage Service Requests and Catalog Groups.
_ Describe the Self-Service Portal.
_ Perform datacenter resource provisioning with the Cloud Services Process Pack.
_ Configure Service Level Management.
_ View SLA information in Service Manager.
_ Describe the components of the Self-Service Portal.
_ Customize the Self-Service Portal.
_ Run reports in Service Manager.
_ Configure and run Data Warehouse Jobs.
_ Troubleshoot Data Warehouse Jobs.
_ Describe the Data Warehouse Cubes in Service Manager.
_ Describe the Process Pack for IT GRC.
_ Install the Process Pack for IT GRC.
_ Create a Control Management Program.
_ Manage a Control Management Program.



Duração: 24 horas


Conteúdo Programático

Module 1: Service Management Overview
Lessons
_ Introduction to Microsoft System Center 2012
_ System Center 2012 SP1 Service Manager Overview and key features
_ ITIL & MOF Service Management
_ Adopting ITIL/MOF Best Practices with Service Manager
Lab : Exploring the Service Manager Console
_ Exploring Work Items in Service Manager
_ Exploring Configuration Items in Service Manager

Module 2: Installing System Center 2012 SP1 Service Manager
Lessons
_ 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
Lab : 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 : Upgrading to System Center 2012 Service Manager
_ Backup the Service Manager 2010 Environment
_ Upgrade Service Manager 2010 to System Center 2012 Service Manager

Module 3: Configuring base settings in Service Manager
Lessons
_ 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
Lab : 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

Module 4: Configuring Incident and Problem Management
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
_ Group Incidents and create a Problem Record
_ Create Queues and Views to filter Incidents

Module 5: Configuring Activity, Change and Release Management
Lessons
_ Managing Activities in Service Manager
_ Configuring Change Management
_ Configuring Release Management
Lab : 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

Module 6: Configuring and Managing Service Requests
Lessons
_ 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
Lab : 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

Module 7: Configuring Service Level Management
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

Module 8: Customizing the Self-Service Portal
Lessons
_ Components of the Self-Service Portal
_ Customizing the Self-Service Portal
Lab : 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

Module 9: Using Reports and Analyzing Data in Service Manager
Lessons
_ Running Reports in System Center 2012 SP1 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

Module 10: Configuring Compliance with the Process Pack for IT GRC
Lessons
_ 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
Lab : 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


Requisitos

Before attending this course, students must have:
_ Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
_ Working knowledge of SQL Server 2008 R2 and SQL Server 2012.


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