System Center 2016 Service Manager (course 55009)

Cours disponible en français ou en anglais - Training available in French or in English
  
Duration: 5 Days
  
Objectives :
 
This five-day course teaches students how to design, deploy and maintain Service Manager within their organizations. Students are introduced to the various System Center products and will learn how Service Manager is designed and deployed within the System Center suite. In addition, students will learn how to customize the end user experience and automate service request responses, as well as learn best practices for using Service Manager . This course incorporates hands-on learning opportunities so students can practice applying business solutions to real-world scenarios. After completion, students will have the skills necessary to manage Service Manager for maximum business benefit.

Course details:

In this training, students will be able to:

• Explain the history and evolution of System Center 
• Differentiate between each of the Systems Center products.
• Describe System Center licensing.
• Identify the purpose and function of Service Manager .
• Provide an overview of ITIL and MOF.
• Describe the role of a service desk.
• Explain how Service Manager fulfills ITIL and MOF standards.
• Define roles of the Service Manager components and explain Service Manager architecture.
• Consider key questions before deploying Service Manager .
• 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
• 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 .
• Import and configure management packs.
• Apply best practices to management packs.
• Complete various tasks using the Service Manager cmdlets.
• Explain role-based access control.
• Describe role-based access control in Service Manager .
• Manage user roles and Run As accounts in Service Manager .
• 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.
• 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.
• Define change management.
• Differentiate between change requests and activities.
• Describe the change management process.
• Define the activities available in Service Manager 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.
• 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.
• Explain service level management.
• Set up calendars, queues and metrics.
• Create service level objectives (SLOs).
• Configure notifications.
• 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.
• 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.
• Explain what Orchestrator is and how it works.
• Navigate Orchestrator interfaces.
• Create a simple runbook in Orchestrator .
• Implement runbook automation activities in Service Manager .
• Discuss the integration benefits of Orchestrator with Service Manager .
• Configure integration between Service Manager and Orchestrator .
• Install and configure the Active Directory Integration Pack for Orchestrator .
• Publish a request offering and a runbook automation activity in the Self-Service Portal.
• List the SP1 updates for each of the System Center products.
• Explain upgrade sequencing and system requirements for SP1.
• Provides details on the SP1 improvements to Service Manager .
• Integrate Service Manager with Orchestrator and Operations Manager .
• Configure Operations Manager with Service Manager to look for an event.
• Build an Orchestrator runbook to monitor Service Manager for the event.
• Work with pre-built Orchestrator runbooks.

Prerequisites : 
Before attending this course, students must have:

• 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).