Course Outline
Module 1: Service Management Overview
This module covers essential ITIL and MOF best practices for delivering effective IT Service Management. It explores how System Center 2016 Service Manager can be leveraged to implement these practices within an organization, along with the key 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/ MOF Best Practices with Service Manager.
- Aligning IT Service Management Requirements to Service Manager.
Module 2: Installing System Center 2016 Service Manager
Participants will gain an understanding of the Service Manager architecture and key components, including hardware and software prerequisites. The module also addresses security requirements and considerations relevant to the deployment lifecycle.
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 explores key features and concepts necessary for configuring core functions in Service Manager effectively.
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
Learners will undertake essential configuration tasks to tailor Service Manager to their specific organizational needs.
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 play a vital role in populating the Service Manager CMDB. For instance, the Operations Manager CI Connector imports discovered entities like web sites and databases into Service Manager, enabling their inclusion in work items such as 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 clarifies the distinction between incidents and problems in an IT environment. It also details the configuration of incidents and problems, including the use of 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
Participants will learn how Service Manager handles IT changes through Change Requests. This includes managing Activities, such as Review Activities for approval or rejection, and utilizing 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 covers all aspects of Service Request fulfillment in 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 to use Orchestrator alongside Service Manager 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
Participants will learn the implementation of 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 report execution in Service Manager, including the management and maintenance of the data warehouse jobs and cubes that support reporting. Additionally, it covers 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
Participants will explore advanced troubleshooting techniques to resolve issues in Service Manager. The module also covers disaster recovery procedures for critical components, such as 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 discover how to utilize the Service Manager Authoring Tool to design new and customized forms.
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.
