Course Outline
Module 1: Service Management Overview
This module will provide an in-depth look at ITIL and MOF best practices and procedures for delivering effective IT service management. It will also cover how Microsoft System Center 2016 Service Manager can be utilized to implement these practices within your organization. Additionally, you will gain insight into the key business drivers behind IT service management.
Lessons
- Business Drivers Behind IT Service Management
- Introduction to Microsoft System Center 2016
- Overview and Key Features of System Center 2016 Service Manager
- Adopting ITIL and MOF Best Practices with Service Manager
- Aligning IT Service Management Requirements to Service Manager
Module 2: Installing System Center 2016 Service Manager
This module will cover the key components and architecture of Service Manager, including hardware and software requirements. It will also address security considerations that should be taken into account before, during, and after deploying Service Manager.
Lessons
- System Center 2016 Service Manager Architecture and Core Components
- 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
This module will introduce key features and concepts that are essential for understanding how to configure 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
In this module, you will learn about the key configuration tasks necessary to customize Service Manager for your specific environment.
Lessons
- System Center 2016 Service Manager Initial Configuration
- Configuring Business Services
- Configuring Access for Support Teams
- Configuring Notifications
Module 5: Populating the Service Manager CMDB Using Connectors
This module will explain how connectors in Service Manager play a crucial role in populating the CMDB. For example, the Operations Manager CI Connector imports discovered objects such as websites and databases into Service Manager to be added to 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
This module will teach you how to distinguish between incidents and problems in the IT environment. You will also learn how to configure incidents and problems, including the creation of templates for auto-populating 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 will cover how Service Manager manages changes in the IT environment through Change Requests. It includes 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
This module will cover all aspects of service request fulfillment within Service Manager, with the exception of Service Level Management, which is addressed in Module 10.
Lessons
- The Service Catalog, Request Offerings, and Service Offerings
- Managing Service Requests and Catalog Groups
- The Self-Service Portal
Module 9: Automating Business Processes with Orchestrator
This module will explore how Orchestrator and Service Manager can be used together to automate business processes.
Lessons
- Overview of Orchestrator
- Configuring Runbooks in Orchestrator
- Configuring Integration Between Orchestrator and Service Manager
- Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
Module 10: Configuring Service Level Management
This module will provide an understanding of how Service Level Management is implemented in Service Manager.
Lessons
- Configuring Service Level Management
- Viewing Service Level Agreement (SLA) Information in Service Manager
Module 11: Using Reports and Analyzing Data in Service Manager
This module will teach you how to run reports in Service Manager, manage data warehouse jobs and cubes, and perform advanced analytics using 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 will cover advanced troubleshooting techniques to resolve issues in Service Manager, as well as disaster recovery procedures for failed components, such as the Service Manager databases.
Lessons
- Performing Advanced Troubleshooting in Service Manager
- Performing 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 within Service Manager.
Lessons
- Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
- Creating New and Customized Forms Using the Service Manager Authoring Tool
