Course Content
Course 55009A:
System Center 2012 Service Manager
Module 1: Introduction to System Center 2012 Service Manager
This module introduces students to Microsoft System Center 2012 and Service Manager 2012. It provides a brief overview of the products in the System Center 2012 suite, covers licensing, reviews service management best practices, and takes a deeper look into the purpose and function of Service Manager 2012.
Lessons
History and Evolution of System Center 2012
System Center 2012 Product Suite
System Center 2012 Licensing
System Center 2012 Service Manager
Lab : Setting Up the Initial Lab EnvironmentLab : Introducing System Center 2012
Module 2: Overview of ITIL and MOF
This module provides an overview of the ITIL and MOF standards and ways in which Service Manager 2012 fulfills these standards. It also defines the role of a service desk and how it differs from a help desk and call center.
Lessons
Introducing ITIL and MOF
Defining the Role of a Service Desk
Applying ITIL and MOF to Service Manager 2012
Lab : Applying ITIL and MOF to Service Manager 2012
Module 3: Design and Deployment Considerations for Service Manager 2012
This module prepares students to deploy Service Manager 2012 by introducing its architecture and roles of key components. Students will gain a basic understanding of the four steps in the design process. They will also learn how to determine what size deployment they need by getting answers to key questions and analyzing different deployment scenarios. Finally, students will review service accounts to configure hardware and software requirements and SQL Server installation.
Lessons
Examining the Service Manager 2012 Architecture
Designing Service Manager 2012
Analyzing Deployment Scenarios
Preparing to Deploy Service Manager 2012
Module 4: Installing and Configuring Service Manager 2012
This module introduces students to the different workspaces in Service Manager 2012. It also prepares students to run reports by introducing the data warehouse and registering it with the Service Manager management server. Finally, students will review management packs and how they extend the functionality of Service Manager 2012.
Lessons
Installing the Service Manager Management Server
Installing the Service Manager Data Warehouse Management Server
Navigating the Service Manager Console
Registering the Data Warehouse
Working with Management Packs
Lab : Registering Service Manager with the Data WarehouseLab : Exploring the Service Manager ConsoleLab : Using PowerShell for Management Packs.
Module 5: Managing Service Manager 2012 Security
This module introduces students to role-based access control. Service Manager 2012 implements security through the use of user roles. In addition, security in Service Manager 2012 includes Run As accounts that will also be explored.
Lessons
Defining Role-Based Access Control
Examining Service Manager 2012 Security
Configuring User Roles in Service Manager 2012
Lab : Managing Service Manager 2012 Security
Module 6: Extending Service Manager 2012 with Connectors
This module defines the role of connectors and introduces students to the six connectors that can be created in Service Manager 2012. It also discusses the benefit of importing data from a comma-separated value (CSV) file and how to perform the import. Finally, students will be introduced to PowerShell cmdlets and use them to manage data warehouse functions.
Lessons
Defining the Configuration Management Database
Considering the Role of Connectors
Installing and Configuring Connectors
Importing Data Using CSV Files
Lab : Creating ConnectorsLab : Scripting Using PowerShell cmdlets
Module 7: Incident Management
This module introduces students to incident management and problem management. Students will learn how to customize settings, views, lists and templates related to incident and
problem management. These skills will be used to create incidents and problems, and then complete incident and change management processes.
Lessons
Introducing Incident Management
Configuring Incident Management Settings
Configuring Problem Management Settings
Customizing Incident Management Lists
Customizing Incident Management Views
Creating Incident Requests
Creating Incident Request Templates
Using Templates with Incidents Requests
Creating Incident Management Event Workflows
Lab : Working with Incident Requests
Module 8: Change Management and Activity Management
This module introduces students to change management and activity management. Students will learn the various components of change management, including activities. They will also learn how to customize settings, views, lists and templates related to change and activity management. These skills will be used to create change requests and complete the change management process.
Lessons
Introducing Change Management and Activity Management
Implementing a Change Management Process
Examining Activities in Service Manager 2012
Customizing Change Management Lists
Customizing Change
Management Views
Creating Change Requests and Activities
Creating Change Request Templates
Creating Change and Activity Management Workflows
Lab : Working with Change Requests
Module 9: Release Management
This module introduces students to release management. Students will learn how to customize settings, views, lists and templates related to release management. These skills will be used to create a release record and complete the release management process.
Lessons
Introducing Release Management
Customizing Release Management Lists
Customizing Release Management Views
Creating Release Records
Creating Release Record Templates
Creating Release Management Event Workflows
Lab : Working with Release Records
Module 10: Service Level Management
This module introduces students to service level management. Students will learn the various components of incident service, how to customize settings related to incident and problem management, and how to create calendars, queues and metrics. These skills will be used to create and monitor service level objectives.
Lessons
Introducing Service Level Management
Creating a New Calendar Item
Creating a New Metric Item
Creating a New Service Level Objective
Configuring Notifications
Lab : Creating a Service Level
Objective in Service Manager 2012
Module 11: Using the Self-Service Portal
This module introduces students to the Self-Service Portal and the service catalog within the Service Manager 2012 console. Students will learn the various components of incident service and how to create and publish service offerings and request offerings. These skills will be used to create incident requests using the Self-Service Portal.
Lessons
Introducing the Self-Service Portal
Introducing the Service Catalog
Creating Service Offerings and Request Offerings
Customizing the Self-Service Portal
Lab : Working with the Self-Service Portal
Module 12: Managing the Data Warehouse and Reporting
This module introduces students to the data warehouse and the reports that are available.
Lessons
Introducing the Data Warehouse
Navigating the Data Warehouse Workspaces
Defining Data Warehouse Jobs
Exploring Different Data Warehouse Reports
Configuring Data Retention Settings
Using Windows PowerShell cmdlets
Lab : Exploring the Data Warehouse WorkspacesLab : Verifying the Data Warehouse RegistrationLab : Running Reports in Service Manager 2012
Module 13: Orchestrator 2012 and Service Manager 2012 Integration
This module will teach students how to publish a request offering and a runbook activity in the Self-Service Portal. To do this, students will first learn the basics of Orchestrator 2012: a powerful automation tool.
Lessons
Introducing Orchestrator 2012
Navigating Orchestrator 2012 Interfaces
Creating Runbooks
Working with Integration Packs
Integrating Orchestrator 2012 with Service Manager 2012
Lab : Automating User Creation with a Runbook Automation Activity through the Self-Service Portal
Module 14: System Center 2012 Service Pack 1
This module introduces students to the Service Pack 1 (SP1) updates for the System Center 2012 suite of products. They will also learn about improvements to Configuration Manager 2012, Operations Manager 2012, Data Protection Manager 2012 and Virtual Machine Manager 2012. Students should feel confident in explaining the Service Manager 2012 SP1 improvements and how they will improve the operation and function of the service desk in their environments.
Lessons
Introducing System Center 2012 Service Pack 1
Deploying Service Pack 1
Exploring Service Pack 1 and Service Manager 2012
Module 15: System Center 2012 Integration
This module consists of three labs. They are meant to be done either at the end of one of the System Center 2012 classes or as a stand-alone lab. There may be steps that students have already covered in previous labs.
Lab : Setting up the Initial Lab EnvironmentLab : Creating an Orchestrator 2012 RunbookLab : Working with Orchestrator System Center 2012 Runbooks