Course Outline
Module 1: Service Management Overview
In this module, you will explore key ITIL and MOF best practices and procedures for delivering effective IT Service Management, and discover how System Center 2016 Service Manager can implement these within your organization. You will also gain insight into the primary 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.
Module 2: Installing System Center 2016 Service Manager
In this module, you will examine the core architecture and components of Service Manager, including hardware and software prerequisites. Additionally, you will review the security requirements and considerations necessary 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.
Module 3: Key Concepts and Features
In this module, you will delve into the essential features and concepts that facilitate the configuration of critical 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.
Module 4: Configuring Service Manager for Your Environment
In this module, you will perform key configuration tasks to tailor Service Manager to your specific environment.
Lessons
- System Center 2016 Service Manager Initial Configuration.
- Configuring Business Services.
- Configuring Access for your Support Teams.
- Configuring Notifications.
Module 5: Populating the Service Manager CMDB using Connectors
Connectors play a vital role in populating the Service Manager CMDB. For instance, the Operations Manager CI Connector imports discovered objects, such as websites and databases, into Service Manager, enabling them to be linked to work items like Incidents and Change Requests.
Lessons
- Integrating Service Manager with Active Directory and other System Center Components.
- Integrating Service Manager with Exchange.
Module 6: Managing Incidents and Problems
In this module, you will distinguish between incidents and problems within the IT environment. You will also learn how to configure both, including creating templates 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.
Module 7: Managing Changes and Releases
In this module, you will understand how Service Manager handles IT changes via Change Requests. This includes creating and managing Activities, such as Review Activities, to approve or reject changes. You will also learn how Release Records are utilized to group, schedule, and develop approved changes.
Lessons
- Managing Change Requests.
- Managing Release Records.
Module 8: Configuring and Managing the Service Catalog
In this module, you will cover all aspects of Service Request fulfillment in Service Manager, excluding Service Level Management, which is addressed in Module 10.
Lessons
- The Service Catalog, Request Offerings and Service Offerings.
- Managing Service Requests and Catalog Groups.
- The Self-Service Portal.
Module 9: Automating Business Processes with Orchestrator
In this module, you will explore how Orchestrator and Service Manager can be leveraged 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.
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.
Module 11: Using Reports and Analyzing Data in Service Manager
In this module, you will learn to run reports in Service Manager, including managing and maintaining the data warehouse jobs and cubes that reports depend on. Additionally, you will discover how to perform advanced analytics on cube data 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.
Module 12: Advanced Troubleshooting and Disaster Recovery
In this module, you will study advanced troubleshooting techniques for resolving issues 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.
Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
In this final module, you will learn 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.
Testimonials (2)
Thank you for the informative and wonderful course. I would also like to thank the trainer Mr. Ahmed El Gendy for delivering the information in a very smooth and understandable manner. I have benefited greatly from this course and can confidently say that I now understand all the topics and can apply them practically.
Atheer hadi aljezani - Tamkeen Technologies
Course - Windows Server 2019 Administration (authorized training course WS 011T00)
The environment is very very good
