IT Service Management with System Center Service Manager

Il centro presenta a continuazione il programma pensato per migliorare le tue competenze e permetterti di realizzare gli obiettivi stabiliti. Nel corso della formazione si alterneranno differenti moduli che ti permetteranno di acquisire le conoscenze sulle differenti tematiche proposte. Inscriviti per poter accedere alle seguenti materie.

1. Service Management Overview
   • Business Drivers Behind IT Service Management
   • Introduction to Microsoft System Center 2012
   • System Center 2012 R2 Service Manager Overview and key features
   • ITIL & MOF Service Management
   • Adopting ITIL/MOF Best Practices with Service Manager
2. Installing System Center 2012 R2 Service Manager
   • System Center 2012 R2 Service Manager Architecture and Core Components
   • Hardware, Software and Security Requirements
   • Planning and Sizing a System Center 2012 R2 Service Manager Deployment
   • Installing System Center 2012 R2 Service Manager
   • Installing and Configuring the Service Manager Self-Service Portal
   • Overview of the Service Manager Console
   • Upgrading to System Center 2012 Service Manager
3. Key concepts and features
   • Overview of Management Packs
   • Overview of the Service Manager CMDB
   • Managing Activities
   • Managing Workflows
   • Managing Templates
   • Security and User Roles
4. Configuring Service Manager For Your Environment
   • System Center 2012 R2 Service Manager Initial Configuration
   • Configuring Business Services
   • Configuring Access for your Support Teams
   • Configuring Notifications
5. Integrating Service Manager with the Hybrid Cloud
   • Integrating Service Manager with Active Directory and other System Center Components
   • Integrating Service Manager with Exchange
6. Managing Incidents and Problems
   • The Definition of an Incident and a Problem
   • Managing Incidents
   • Managing Problems
   • Using Queues and Views with Incidents and Problems
7. Managing Changes and Releases
   • Managing Change Requests
   • Managing Release Record
8. Configuring and Managing the Service Catalog
   • The Service Catalog, Request Offerings and Service Offerings
   • Managing Service Requests and Catalog Groups
   • The Self-Service Portal
9. Automating Business Processes with Orchestrator
   • Configuring Integration between Orchestrator and Service Manager
   • Configuring Runbooks in Orchestrator
   • Configuring Runbook Automation Activity Templates in Service Manager
   • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
10. Configuring Service Level Management
    • Configuring Service Level Management
    • Viewing SLA information in Service Manager
11. Using Reports and Analyzing Data in Service Manager
    • Running Reports in System Center 2012 R2 Service Manager
    • Configuring and Running Data Warehouse Jobs
    • Troubleshooting failed Data Warehouse Jobs
    • Data Warehouse Cubes
12. Advanced Troubleshooting and Disaster Recovery
    • Performing advanced troubleshooting in Service Manager
    • Performing Disaster Recovery in Service Manager
13. Creating Custom Forms and Items in Service Manager
    • Key Concepts in creating customized forms
    • Creating a Customized form using the Authoring Console