System Center 2012 Service Manager

Differentiate between each of the Systems Center products.

Describe System Center 2012 licensing.

Identify the purpose and function of Service Manager 2012.

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

After completing this module, students will be able to:

Provide an overview of ITIL and MOF.

Describe the role of a service desk.

Explain how Service Manager 2012 fulfills ITIL and MOF standards.

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

After completing this module, students will be able to:

Define roles of the Service Manager components and explain Service Manager 2012 architecture.

Consider key questions before deploying Service Manager 2012.

Differentiate between various deployment options and determine what is needed.

Define the purpose of each service account.

List and ensure the hardware and software requirements.

Consider SQL Server requirements

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

After completing this module, students will be able to:

Install the Service Manager management server.

Install the Service Manager data warehouse management server.

Navigate the Service Manager workspaces and explain configuration options.

Define the role of the Service Manager data warehouse.

Register the Service Manager management group with the data warehouse group.

Describe the makeup of a management pack.

Describe how management packs extend the functionality of Service Manager 2012.

Import and configure management packs.

Apply best practices to management packs.

Complete various tasks using the Service Manager cmdlets.

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

After completing this module, students will be able to:

Explain role-based access control.

Describe role-based access control in Service Manager 2012.

Manage user roles and Run As accounts in Service Manager 2012.

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

After completing this module, students will be able to:

Describe the role of the Configuration Management Database.

Explain the purpose and function of Service Manager connectors.

Install and configure connectors.

Import configuration items using .csv files.

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

After completing this module, students will be able to:

Define incident management and problem management.

List options for generating incidents.

Define incident relationships.

Customize incident management and problem management settings.

Customize incident management views and lists.

Create new incidents.

Explain incident request templates and their importance.

Create an incident request template.

Use templates with incident requests.

Create an incident management event workflow.

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

After completing this module, students will be able to:

Define change management.

Differentiate between change requests and activities.

Describe the change management process.

Define the activities available in Service Manager 2012 and the associated IT processes.

Customize change management settings.

Customize change management views and lists.

Create change requests and activities.

Explain change request templates and their importance.

Create a change request template.

Create a change and activity management event workflow.

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

After completing this module, students will be able to:

Define release management.

Discuss the relationship between release records and change requests.

Customize release management settings.

Customize release management views and lists.

Create release records.

Explain release record templates and their importance.

Create release record templates.

Create a release management workflow.

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

After completing this module, students will be able to:

Explain service level management.

Set up calendars, queues and metrics.

Create service level objectives (SLOs).

Configure notifications.

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

After completing this module, students will be able to:

Explain the function and design of the Self-Service Portal.

Describe the role of a service catalog.

Differentiate between service offerings and request offerings.

Customize Self-Service Portal lists, views and templates.

Create a service offering and a request offering.

Customize the Self-Service Portal.

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

After completing this module, students will be able to:

Describe the role of the data warehouse and its components.

Define data warehouse jobs.

List and explain types of reports available.

Run reports and advanced reports.

Customize data retention settings.

List data warehouse functions that use PowerShell cmdlets.

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

After completing this module, students will be able to:

Explain what Orchestrator 2012 is and how it works.

Navigate Orchestrator 2012 interfaces.

Create a simple runbook in Orchestrator 2012.

Implement runbook automation activities in Service Manager 2012.

Discuss the integration benefits of Orchestrator 2012 with Service Manager 2012.

Configure integration between Service Manager 2012 and Orchestrator 2012.

Install and configure the Active Directory Integration Pack for Orchestrator 2012.

Publish a request offering and a runbook automation activity in the Self-Service Portal.

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

After completing this module, students will be able to:

List the SP1 updates for each of the System Center 2012 products.

Explain upgrade sequencing and system requirements for SP1.

Provides details on the SP1 improvements to Service Manager 2012.

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.

After completing this module, students will be able to:

Integrate Service Manager 2012 with Orchestrator 2012 and Operations Manager 2012.

Configure Operations Manager 2012 with Service Manager 2012 to look for an event.

Build an Orchestrator 2012 runbook to monitor Service Manager 2012 for the event.

Work with pre-built Orchestrator 2012 runbooks.