Course Outline
Module 1: Service Management Overview
This module covers key ITIL and MOF best practices and procedures for delivering effective IT Service Management. Participants will learn how System Center 2016 Service Manager can be utilized to implement these practices within an organization, along with the primary business drivers behind IT Service Management.
Lessons
- Business Drivers behind IT Service Management.
- Introduction to Microsoft System Center 2016.
- Overview of System Center 2016 Service Manager 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
In this module, participants will explore the core architecture and components of Service Manager, including hardware and software prerequisites. The lesson also covers security requirements and considerations that must be addressed before, during, and after deployment.
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 introduces essential features and concepts necessary to understand how to configure critical functions within 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
Participants will learn essential configuration tasks required to tailor Service Manager to their 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
Connectors play a vital role in populating the Service Manager CMDB. For instance, the Operations Manager CI Connector imports discovered objects, such as web sites and databases, into Service Manager, enabling their inclusion 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
This module teaches participants how to distinguish between incidents and problems within an IT environment. It also covers the configuration of these processes, including the creation 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 environment changes through Change Requests. This includes managing Activities, such as Review Activities used for approval or rejection of 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 details 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 Orchestrator and Service Manager can be leveraged 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 how Service Level Management is implemented 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 participants how to run reports in Service Manager, manage and maintain the data warehouse jobs and cubes that support reporting, and 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 learn advanced troubleshooting techniques to resolve issues in Service Manager, as well as procedures for performing disaster recovery for failed 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, participants will learn how to use the Service Manager Authoring Tool to create and customize new forms within 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 (2)
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.
Atheer hadi aljezani - Tamkeen Technologies
Course - Windows Server 2019 Administration (authorized training course WS 011T00)
The environment is very very good
