Using Microsoft System Center Service Manager 2012 for IT Analysts

Describe the Service Manager platform

Describe the Service Manager components

Outline Service Manager system requirements

Define key Service Manager terminology

This module walks participants through the Service Manager console and the self-service portal, demonstrates their functionality.

Tour of the Service Manager Console

Tour of the Self-Service Portal

After completing this module, students will be able to:

Describe the layout and functionality of the Service Manager Console user interface and Library, Work Items, Configuration Items, Report elements that are used by IT Analysts in their work with SCSM

Describe the layout and functionality of the Self-Service Portal

This module walks through how to use the Request Fulfillment processes in System Center Service Manager 2012.

Request Fulfillment Process Workflow

Using Request Fulfillment in System Center Service Manager

After completing this module, students will be able to:

Describe Service Request work items’ purpose including:

How service request work items can be classified

How request status is recorded and modified during its lifespan

Service request work item key date/time properties

How requests are assigned to analysts and associated with end users

How requests can relate to other work items and CIs

Service request-related built-in reports and analytics

Do Service Request work item operations in the Console

Navigate Service Request Fulfillment views in the console

Navigate the Service Request form

Create a new Service Request in the console

Approve and complete a Service Request using Activities

Cancel a Service Request

Close a Service Request

This module walks through how to use the Incident Management process in System Center Service Manager 2012. Includes Event Management content.

Incident Management Process Workflow

Using Incident Management in System Center Service Manager

After completing this module, students will be able to:

Describe the process workflow for Incident Management:

Describe Service Request work items’ purpose including:

How service request work items can be classified

How request status is recorded and modified during its lifespan

Service request work item key date/time properties

How requests are assigned to analysts and associated with end users

How requests can relate to other work items and CIs

Service request-related built-in reports and analytics

Do Service Request work item operations in the Console

Navigate Service Request Fulfillment views in the console

Navigate the Service Request form

Create a new Service Request in the console

Approve and complete a Service Request using Activities

Approve and complete a Service Request using Activities

Cancel a Service Request

Close a Service Request

This module walks through how to use the Service Level Management and Service Catalog features in System Center Service Manager 2012.

The Service Catalog

Service Level Objectives (SLOs)

After completing this module, students will be able to:

Outline the purpose and parts of the Service Catalog

Describe the purpose of the Service Catalog

List component of the Service Catalog and describe how they relate

Summarize the functionality of the Service Catalog

Highlight the purpose and parts of Service Level Objectives (SLOs)

This module walks through how to use the Problem Management processes in System Center Service Manager 2012.

Outline the purpose and features of the Problem work item

Perform basic operations with Problem work items in the Service Manager Console

After completing this module, students will be able to:

Describe the process workflow for Change Management

Use Change Management in System Center Service Manager 2012 to perform key IT Analyst tasks

This module walks through how to use the Release Management processes in System Center Service Manager 2012.

Change Management Process Workflow

Using Change Management in System Center Service Manager

After completing this module, students will be able to:

List the purpose and describe the features of the Change Request work item:

How a change can be classified

How status is recorded and modified during a change’s lifespan

Key date/time properties

How to assign changes to analysts and associate them with end users

How to relate changes to other work items and CIs

Built-in reports and analytics

Do operations on Change Request work items in the Console

Navigate Change Management views and forms in the console

Approve and modify Change Requests

Suspend and resume a Change Requests

Complete and close a Change Request

This module walks through how to use System Center Service Manager 2012 for management.

Release Management Process Flow

Using Release Management in System Center Service Manager

After completing this module, students will be able to:

Describe the purpose and features of the Release Record work item

How the release record can be classified

How status is recorded and modified during a release’s lifespan

Key date/time properties

How to assign a release to analysts and associate it with end users

How to relate a release to other work items and CIs

Built-in reports and analytics

Perform basic operations with the Release Record work item in the Service Manager Console

Navigate the Release Management views and forms in the console

Create a Release Record and link it to a Change Request

Combine Release Records into parent-child groups

Add or Remove Child records to Parent records

This module walks through how to use System Center Service Manager 2012 for activity management.

Managing activities in the System Center Service Manager Console

After completing this module, students will be able to:

Summarize the purpose and features of Activity work items

How activities can be classified

How status is recorded and modified during their lifespan

Key date/time properties

How to assign activities o analysts

How to relate activities to other work items and CIs

Built-in reports and analytics

Do basic operations with Activity work items in the Console

Navigate the Activity Management views in the console

Navigate the Activity forms

Create new Activities within parent work items

Edit and complete Activities

This module summarizes key points for each topic in the course, identifies topic areas to focus on and review, and helps participants prepare to apply the concepts back on the job.