This is a one or two-day instructor-led course that provides participants with knowledge and skills to use System Center Service Manager. The course focuses on use of Service Manager with other System Center products after its installation. It also focuses on how IT process activities such as the Microsoft Operations Framework (MOF) & IT Infrastructure Library (ITIL) can be performed using Service Manager.

There are two versions of this course: one-day / 9 hours / 540 minutes without Hands-on Labs, and two-day / 18 hours / 1,080 minutes with Hands-on Labs. The Course Outline listed here is for the two-day, 18-hour course. The one-day, 9-hour course covers the same presentation material in the same order, condensed to one day as labs are not included.



Objectivos

_ Explain the structure and components of SCSM architecture
_ Outline Microsoft and Partner solutions that extend SCSM
_ Define key SCSM and IT Service Management terminology
_ List and describe the parts of the Service Manager console
_ List and describe End User and IT Analyst portal capabilities
_ Describe key SCSM concepts and process workflows
_ Perform key IT Analyst tasks using SCSM including Incident, Problem, Change, Release Management



Duração: 9 horas


Conteúdo Programático

Module 1: Introduction to System Center Service Manager
This module provides an overview of the architecture of System Center Service Manager 2012 and the Microsoft and Partner solutions that extend the product’s functionality.
Lessons
_ System Center Service Manager Architecture and Complementary Solutions
_ Service Manager and IT Service Management Concepts and Terminology

Module 2: Tour of the Console and Self-Service Portal
This module walks participants through the Service Manager console and the self-service portal, demonstrates their functionality.
Lessons
_ Tour of the Service Manager Console
_ Tour of the Self-Service Portal

Module 3: Request Fulfillment
This module walks through how to use the Request Fulfillment processes in System Center Service Manager 2012.
_ Lessons
_ Request Fulfillment Process Workflow
_ Using Request Fulfillment in System Center Service Manager

Module 4: Incident Management
This module walks through how to use the Incident Management process in System Center Service Manager 2012. Includes Event Management content.
Lessons
_ Incident Management Process Workflow
_ Using Incident Management in System Center Service Manager

Module 5: Service Management
This module walks through how to use the Service Level Management and Service Catalog features in System Center Service Manager 2012.
Lessons
_ The Service Catalog
_ Service Level Objectives (SLOs)

Module 6: Problem Management
This module walks through how to use the Problem Management processes in System Center Service Manager 2012.
Lessons
_ Outline the purpose and features of the Problem work item
_ Perform basic operations with Problem work items in the Service Manager Console

Module 7: Change Management
This module walks through how to use the Release Management processes in System Center Service Manager 2012.
Lessons
_ Change Management Process Workflow
_ Using Change Management in System Center Service Manager

Module 8: Release Management
This module walks through how to use System Center Service Manager 2012 for management.
Lessons
_ Release Management Process Flow
_ Using Release Management in System Center Service Manager

Module 9: Activity Management
This module walks through how to use System Center Service Manager 2012 for activity management.
Lessons
_ Managing activities in the System Center Service Manager Console

Module 10: Summary and Wrap
This module summarizes key points for each topic in the course, identifies topic areas to focus on and review, and helps participants prepare to apply the concepts back on the job.


Requisitos

Before attending this course, students must have:
_ Experience performing activities with ITIL and MOF processes as an IT Analyst
_ Experience as a user (not administrator) of System Center Configuration Manager 2007 and Operations Manager 2007 R2 features and functionality
_ Experience as a user of Active Directory
_ Experience with deployment, configuration, and troubleshooting Windows-based computers as an IT Analyst


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