Course Outline
Module 1: Service Management Overview
This module provides an in-depth look at ITIL and MOF best practices and procedures for delivering effective IT Service Management, specifically how System Center 2016 Service Manager can be utilized to implement these practices within your organization. You will also explore the key business drivers behind IT Service Management.
Lessons
- Business Drivers for IT Service Management.
- Introduction to Microsoft System Center 2016.
- Overview and Key Features of System Center 2016 Service Manager.
- Adopting ITIL/MOF Best Practices with Service Manager.
- Aligning IT Service Management Requirements with Service Manager.
Module 2: Installing System Center 2016 Service Manager
This module covers the key components and architecture of Service Manager, including hardware and software requirements. You will also learn about security considerations that should be addressed before, during, and after deployment.
Lessons
- Architecture and Core Components of System Center 2016 Service Manager.
- 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 gain an understanding of key features and concepts that are essential for configuring important 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
This module covers essential configuration tasks that should be performed to customize Service Manager for your specific environment, ensuring it meets the unique needs of your organization.
Lessons
- Initial Configuration of System Center 2016 Service Manager.
- Configuring Business Services.
- Configuring Access for Support Teams.
- Configuring Notifications.
Module 5: Populating the Service Manager CMDB Using Connectors
Connectors in Service Manager play a crucial role in populating the Service Manager CMDB. For example, the Operations Manager CI Connector imports discovered objects such as websites and databases into Service Manager to be included in 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 learn how to differentiate between incidents and problems in the IT environment. You will also learn how to configure incidents and problems, including creating templates that can auto-populate Incident forms.
Lessons
- 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
This module explains how Service Manager manages changes in the IT environment through Change Requests. It covers creating and managing activities such as review activities for approving or rejecting changes, as well as using Release Records 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 learn all aspects of Service Request fulfillment within Service Manager, excluding Service Level Management, which is covered in Module 10.
Lessons
- The Service Catalog, Request Offerings, and Service Offerings.
- Managing Service Requests and Catalog Groups.
- Using the Self-Service Portal.
Module 9: Automating Business Processes with Orchestrator
This module explores how Orchestrator and Service Manager can be used together to automate business processes, enhancing efficiency and consistency for government operations.
Lessons
- Overview of Orchestrator.
- Configuring Runbooks in Orchestrator.
- Integrating Orchestrator with Service Manager.
- Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator.
Module 10: Configuring Service Level Management
This module provides an understanding of how Service Level Management is implemented in Service Manager, ensuring alignment with service level agreements (SLAs) for government operations.
Lessons
- Configuring Service Level Management.
- Viewing SLA Information in Service Manager.
Module 11: Using Reports and Analyzing Data in Service Manager
In this module, you will learn how to generate reports in Service Manager, manage and maintain the data warehouse jobs and cubes that support these reports, and perform advanced analytics on cube data using tools like 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
This module covers advanced troubleshooting techniques to resolve issues in Service Manager, as well as procedures for disaster recovery of failed components such as the Service Manager databases.
Lessons
- Advanced Troubleshooting in Service Manager.
- 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 how to use the Service Manager Authoring Tool to create new and customized forms for more efficient and tailored service management processes.
Lessons
- Key Concepts in Creating and Customizing Forms with the Service Manager Authoring Tool.
- Creating New and Customized Forms Using the Service Manager Authoring Tool.
