IT Service Management with System Center Service Manager (10965)

Level: Foundation

This five day course will provide students with the key knowledge required to deploy and configure System Centre 2012 R2 Service Manager. Using hands-on labs, students will learn the following:

  • Where Service Manager sits within the System Centre 2012 R2 product
  • What business and technical needs Service Manager is designed to meet
  • How Service Manager aligns itself to ITIL and MOF
  • How to architect and implement a System Centre 2012 R2 Service Manager deployment
  • How to upgrade an existing Service Manager 2010 environment to System Centre 2012
  • How to customise System Centre 2012 R2 Service Manager to be in line with corporate standards
  • How to configure Incident and Problem Management
  • How to configure Activity, Change and Release Management
  • How to configure Service Requests
  • How to configure Service Level Management
  • How to customise the Self-Service Portal
  • How to configure Reporting and Analysis
  • How to troubleshoot Service Manager and perform disaster recovery
  • How to create customised Service Manager forms

This is a Microsoft Official Course (MOC) delivered by a Learning Tree expert instructor.

Key Features of this Training:

You Will Learn How To:

  • Describe Service Manager 2012 R2
  • Install Service Manager 2012 R2
  • Describe Service Manager usage cases
  • Configure base settings in Service Manager 2012 R2
  • Configure Incident and Problem Management
  • Configure Activity, Change, and Release Management
  • Configure and Manage Service Requests
  • Automate business processes with Service Manager and Orchestrator
  • Configure Service Level Management
  • Customise The Self-Service Portal
  • Use Reports and Analyse Data in Service Manager
  • Perform advanced troubleshooting and disaster recovery in Service Manager
  • Customise Service Manager Forms

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On Demand + Instructor Coaching

  • The same high quality MOC content as the live event
  • Flexibility to take the course on your own time, at your own pace
  • Enjoy a blend of video, text, hands-on labs, and knowledge checks with on demand training
  • Forever access to the digital course materials – including future course content updates
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Standard £595

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SCSM Training Information

With a blend of video, text, hands-on labs, and knowledge checks, you will receive the same high quality content as the live event, but you can attend on your own time, at your own pace.

PLUS, we include access to a Microsoft Certified Trainer(MCT) to help you prepare for your certification exam and help you apply your new skills immediately… Learning Tree knows how to bring learning to life!

  • Flexibility to take the course on your own time, at your own pace
  • Forever access to the digital course materials – for any refreshers
  • You will receive a code with your purchase.The code may be redeemed for online access to this On Demand course for up to six months
  • Upon course activation, the MOC On Demand videos and labs are available for three months
  • 2 FREE hours of individual coaching from an MCT Learning Tree Instructor
  • This delivery is also eligible for Microsoft Assurance Training Vouchers(SATVs)
  • NOTE: Only live, in-class training is eligible for NASBA CPEs; on-demand training is not eligible for CPE credit

SCSM Course Outline

  • Module 1: Service 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 organisation typically adopts any single IT Service Management methodology most organisations, 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 practises and procedures in delivering effective IT Service Management and how System Centre 2012 R2 Service Manager can be used to implement them in your organisation.

    Lessons

    • Business Drivers Behind IT Service Management
    • Introduction to Microsoft System Centre 2012 R2
    • System Centre 2012 R2 Service Manager Overview and Key Features
    • Adopting ITIL/MOF Best Practises 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 Centre 2012 R2
    • Describe, at a high level, System Centre 2012 R2 Service Manager
    • Describe how Service Manager adopts best practises found in ITIL and MOF
  • Module 2: Installing System Centre 2012 R2 Service Manager

    Before installing System Centre 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 Centre Service Manager 2010 environment to System Centre 2012 Service Manager.

    Lessons

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

    Lab: Installing System Centre 2012 R2 Service Manager

    Lab: Upgrading to System Centre 2012 Service Manager

    After completing this module, students will be able to:

    • Describe the System Centre 2012 R2 Service Manager Architecture and Core Components
    • Describe the Hardware, Software and Security requirements of System Centre 2012 R2 Service Manager
    • Plan and Size a System Centre 2012 R2 deployment
    • Install System Centre 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 Centre 2012 Service Manager
  • Module 3: Key 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 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

    Lab: Configuring Service Manager for StockTrader and DinnerNow

    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
  • 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 customise it for your environment.

    Lessons

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

    Lab: Configuring Service Manager for Your Environment

    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: Integrating 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 Centre 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 Centre Components
    • Integrating Service Manager with Exchange

    Lab: Configuring Connectors in Service Manager

    After completing this module, students will be able to:

    • Configure the Active Directory and System Centre Connectors in Service Manager
    • Install and configure the Exchange Connector in Service Manager
  • Module 6: Managing 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

    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

    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 standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organisation”. 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

    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 Catalogue

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

    Lab: Configuring Service Requests

    After completing this module, students will be able to:

     

    • Describe the Service Catalogue, Request Offerings and Service Offerings
    • Manage Service Requests and Catalogue Groups
    • Use the Self-Service Portal
  • Module 9: Automating 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

    • 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

    Lab: Automating IT Processes in Service Manager

    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

    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 Service Level Agreement (SLA) Information in Service Manager

    Lab: Configuring Service Level Management

    After completing this module, students will be able to:

    • Configure Service Level Management
    • View SLA information in Service Manager
  • Module 11: Using Reports and Analysing Data in Service Manager

    Reporting in any IT Service Management solution is a key function that provides a wealth of information. From analysing 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 analyse 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 Centre 2012 R2 Service Manager
    • Configuring and Running Data Warehouse Jobs
    • Troubleshooting failed Data Warehouse Jobs
    • Data Warehouse Cubes

    Lab: Configuring Reports and Analysing Service Manager 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
  • Module 12: Advanced 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

    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 most cases the out-of-box forms included with Service Manager will be sufficient for your day-to-day IT Service Management requirements. However, in some cases you may want to create a custom form to collect information that is not possible with the existing forms. For example, you may have an in-house business application that you want to manage with Service Manager and you want to be able to represent the application’s components in a form when creating an Incident. In this scenario, you can use the Service Manager Authoring Tool to extend the default incident form and customise it with controls such as a label or text box. You can then save this customised 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 Tool to create new and customised forms in Service Manager.

    Lessons

    • Key Concepts in Creating and Customising Forms in the Service Manager Authoring Tool
    • Creating New and Customised Forms by Using the Service Manager Authoring Tool

    Lab: Creating Customised Forms by Using the Authoring Tool

    After completing this module, students will be able to:

    • Describe the key concepts in creating customised forms in Service Manager
    • Create a customised form using the Authoring Tool

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SCSM FAQs

  • How can I bring this SCSM course to my facility to train my team?

    Learning Tree provides Private Team Training that can save time and travel costs by training your entire team at once, at a convenient location of your choice. We handle all the details including instructor travel, tailored content, comprehensive course materials, shipping and equipment setup and teardown.

  • Can I take this IT Service Management with System Centre Service Manager online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available online.

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