System Center 2012 Service Manager (55009A)
This course is designed for IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.
- Windows Server 2008 R2 operating system.
- Active Directory Domain Services (AD DS).
- PowerShell and SQL Server Reporting Services.
- Service Manager (helpful but not required).
- Administration of other System Center 2012 products (helpful but not required).
- Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required).
- Explain the role of Service Manager 2012 and the entire System Center suite.
- Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
- Discuss the overall architecture and design considerations for Service Manager 2012.
- Install and configure Service Manager 2012.
- Import and configure management packs.
- Populate Service Manager 2012’s Configuration Management Database (CMDB).
- Establish role-based security.
- Extend the functionality of Service Manager 2012 using connectors.
- Utilize lists, queues and templates.
- Implement incident, change, release and service level management.
- Design workflows for automated incident routing and escalation.
- Configure the Service Manager 2012 environment.
- Create service offerings and request offerings and customize the Self-Service Portal.
- Implement runbook automation activities with Orchestrator 2012.
- List System Center 2012 Service Pack 1 updates.
- Integrate Service Manager 2012 with the System Center 2012 suite.
Module 1: Introduction to System Center 2012 Service Manager
This module introduces students to Microsoft System Center 2012 and Service Manager 2012. It provides a brief overview of the products in the System Center 2012 suite, covers licensing, reviews service management best practices, and takes a deeper look into the purpose and function of Service Manager 2012.
- History and Evolution of System Center 2012
- System Center 2012 Product Suite
- System Center 2012 Licensing
- System Center 2012 Service Manager
Module 2: Overview of ITIL and MOF
This module provides an overview of the ITIL and MOF standards and ways in which Service Manager 2012 fulfills these standards. It also defines the role of a service desk and how it differs from a help desk and call center.
- Introducing ITIL and MOF
- Defining the Role of a Service Desk
- Applying ITIL and MOF to Service Manager 2012
Module 3: Design and Deployment Considerations for Service Manager 2012
This module prepares students to deploy Service Manager 2012 by introducing its architecture and roles of key components. Students will gain a basic understanding of the four steps in the design process. They will also learn how to determine what size deployment they need by getting answers to key questions and analyzing different deployment scenarios. Finally, students will review service accounts to configure hardware and software requirements and SQL Server installation.
- Examining the Service Manager 2012 Architecture
- Designing Service Manager 2012
- Analyzing Deployment Scenarios
- Preparing to Deploy Service Manager 2012
Module 4: Installing and Configuring Service Manager 2012
This module introduces students to the different workspaces in Service Manager 2012. It also prepares students to run reports by introducing the data warehouse and registering it with the Service Manager management server. Finally, students will review management packs and how they extend the functionality of Service Manager 2012.
- Installing the Service Manager Management Server
- Installing the Service Manager Data Warehouse Management Server
- Navigating the Service Manager Console
- Registering the Data Warehouse
- Working with Management Packs
Module 5: Managing Service Manager 2012 Security
This module introduces students to role-based access control. Service Manager 2012 implements security through the use of user roles. In addition, security in Service Manager 2012 includes Run As accounts that will also be explored.
- Defining Role-Based Access Control
- Examining Service Manager 2012 Security
- Configuring User Roles in Service Manager 2012
Module 6: Extending Service Manager 2012 with Connectors
This module defines the role of connectors and introduces students to the six connectors that can be created in Service Manager 2012. It also discusses the benefit of importing data from a comma-separated value (CSV) file and how to perform the import. Finally, students will be introduced to PowerShell cmdlets and use them to manage data warehouse functions.
- Defining the Configuration Management Database
- Considering the Role of Connectors
- Installing and Configuring Connectors
- Importing Data Using CSV Files
Module 7: Incident Management
This module introduces students to incident management and problem management. Students will learn how to customize settings, views, lists and templates related to incident and problem management. These skills will be used to create incidents and problems, and then complete incident and change management processes.
- Introducing Incident Management
- Configuring Incident Management Settings
- Configuring Problem Management Settings
- Customizing Incident Management Lists
- Customizing Incident Management Views
- Creating Incident Requests
- Creating Incident Request Templates
- Using Templates with Incidents Requests
- Creating Incident Management Event Workflows
Module 8: Change Management and Activity Management
This module introduces students to change management and activity management. Students will learn the various components of change management, including activities. They will also learn how to customize settings, views, lists and templates related to change and activity management. These skills will be used to create change requests and complete the change management process.
- Introducing Change Management and Activity Management
- Implementing a Change Management Process
- Examining Activities in Service Manager 2012
- Customizing Change Management Lists
- Customizing Change Management Views
- Creating Change Requests and Activities
- Creating Change Request Templates
- Creating Change and Activity Management Workflows
Module 9: Release Management
This module introduces students to release management. Students will learn how to customize settings, views, lists and templates related to release management. These skills will be used to create a release record and complete the release management process.
- Introducing Release Management
- Customizing Release Management Lists
- Customizing Release Management Views
- Creating Release Records
- Creating Release Record Templates
- Creating Release Management Event Workflows
Module 10: Service Level Management
This module introduces students to service level management. Students will learn the various components of incident service, how to customize settings related to incident and problem management, and how to create calendars, queues and metrics. These skills will be used to create and monitor service level objectives.
- Introducing Service Level Management
- Creating a New Calendar Item
- Creating a New Metric Item
- Creating a New Service Level Objective
- Configuring Notifications
Module 11: Using the Self-Service Portal
This module introduces students to the Self-Service Portal and the service catalog within the Service Manager 2012 console. Students will learn the various components of incident service and how to create and publish service offerings and request offerings. These skills will be used to create incident requests using the Self-Service Portal.
- Introducing the Self-Service Portal
- Introducing the Service Catalog
- Creating Service Offerings and Request Offerings
- Customizing the Self-Service Portal
Module 12: Managing the Data Warehouse and Reporting
This module introduces students to the data warehouse and the reports that are available.
- Introducing the Data Warehouse
- Navigating the Data Warehouse Workspaces
- Defining Data Warehouse Jobs
- Exploring Different Data Warehouse Reports
- Configuring Data Retention Settings
- Using Windows PowerShell cmdlets
Module 13: Orchestrator 2012 and Service Manager 2012 Integration
This module will teach students how to publish a request offering and a runbook activity in the Self-Service Portal. To do this, students will first learn the basics of Orchestrator 2012: a powerful automation tool.
- Introducing Orchestrator 2012
- Navigating Orchestrator 2012 Interfaces
- Creating Runbooks
- Working with Integration Packs
- Integrating Orchestrator 2012 with Service Manager 2012
Module 14: System Center 2012 Service Pack 1
This module introduces students to the Service Pack 1 (SP1) updates for the System Center 2012 suite of products. They will also learn about improvements to Configuration Manager 2012, Operations Manager 2012, Data Protection Manager 2012 and Virtual Machine Manager 2012. Students should feel confident in explaining the Service Manager 2012 SP1 improvements and how they will improve the operation and function of the service desk in their environments.
- Introducing System Center 2012 Service Pack 1
- Deploying Service Pack 1
- Exploring Service Pack 1 and Service Manager 2012
Module 15: System Center 2012 Integration
This module consists of three labs. They are meant to be done either at the end of one of the System Center 2012 classes or as a stand-alone lab. There may be steps that students have already covered in previous labs.