Course Outline
Module 1: Service Management Overview
In this module, participants will explore key ITIL and MOF best practices for delivering effective IT Service Management, along with how System Center 2016 Service Manager can implement these practices within an organization. Learners will also gain insight into the primary business drivers behind IT Service Management.
Lessons
- Business Drivers behind IT Service Management.
- Introduction to Microsoft System Center 2016.
- System Center 2016 Service Manager Overview and Key Features.
- 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 covers the core components and architecture of Service Manager, including hardware and software prerequisites. Participants will also examine the security requirements and considerations necessary 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
In this module, learners will explore key features and concepts that facilitate the configuration of essential 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 outlines essential configuration tasks required to customize Service Manager for specific organizational environments.
Lessons
- System Center 2016 Service Manager Initial Configuration.
- Configuring Business Services.
- Configuring Access for your Support Teams.
- Configuring Notifications.
Module 5: Populating the Service Manager CMDB using Connectors
Connectors in Service Manager play a vital role in populating the CMDB. For instance, the Operations Manager CI Connector imports discovered objects, such as websites and databases, into Service Manager to be associated with 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, learners will distinguish between incidents and problems within an IT environment. The session also covers configuring incidents and problems, including creating templates to auto-populate Incident forms.
Lessons
- The 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 handles IT environment changes through Change Requests. Participants will learn to create and manage activities, such as Review Activities used to approve or reject changes. Additionally, the module covers 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
Learners will explore all aspects of Service Request fulfillment within Service Manager, excluding 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 demonstrates how Orchestrator and Service Manager can be utilized 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
In this module, participants will learn how to implement Service Level Management within 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 teaches how to run reports in Service Manager, including managing and maintaining the data warehouse jobs and cubes that support reporting. Participants will also learn to perform advanced analytics on cube data 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
Participants will acquire advanced troubleshooting techniques to resolve issues in Service Manager. The module also covers performing disaster recovery for failed Service Manager components, including 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, learners will use the Service Manager Authoring Tool to create new and customized forms in Service Manager.
Lessons
- Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool.
- Creating New and Customized Forms by Using the Service Manager Authoring Tool.
Testimonials (1)
Thank you for the informative and wonderful course. I would also like to thank the trainer Mr. Ahmed El Gendy for delivering the information in a very smooth and understandable manner. I have benefited greatly from this course and can confidently say that I now understand all the topics and can apply them practically.
