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Using Microsoft System Center Service Manager 2012 for IT Analysts

This is a two-day instructor-led course that provides participants with knowledge and skills to use System Center Service Manager. The course focuses on use of Service Manager with other System Center products after its... Show More
Course Prerequisites:
This course is intended for IT Analysts who support End Users using Microsoft System Center Service Manager 20... Show More
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

Course Price (ILT)
R3,857.10

* incl. VAT

Exam
Included

Duration
2 Days

Course Content

Module 1: Introduction to System Center Service Manager
This module provides an overview of the architecture of System Center Service Manager 2012 and the Microsoft and Partner solutions that extend the product’s functionality.

Lessons
System Center Service Manager Architecture and Complementary Solutions
Service Manager and IT Service Management Concepts and Terminology

Module 2: Tour of the Console and Self-Service Portal
This module walks participants through the Service Manager console and the self-service portal, demonstrates their functionality.

Lessons
Tour of the Service Manager Console
Tour of the Self-Service Portal

Module 3: Request Fulfillment
This module walks through how to use the Request Fulfillment processes in System Center Service Manager 2012.

Lessons
Request Fulfillment Process Workflow
Using Request Fulfillment in System Center Service Manager

Module 4: Incident Management
This module walks through how to use the Incident Management process in System Center Service Manager 2012. Includes Event Management content.

Lessons
Incident Management Process Workflow
Using Incident Management in System Center Service Manager

Module 5: Service Management
This module walks through how to use the Service Level Management and Service Catalog features in System Center Service Manager 2012.

Lessons
The Service Catalog
Service Level Objectives (SLOs)

Module 6: Problem Management
This module walks through how to use the Problem Management processes in System Center Service Manager 2012.

Lessons
The purpose and features of the Problem work item
Perform basic operations with Problem work items in the Service Manager Console

Module 7: Change Management
This module walks through how to use the Release Management processes in System Center Service Manager 2012.

Lessons
Change Management Process Workflow
Using Change Management in System Center Service Manager

Module 8: Release Management
This module walks through how to use System Center Service Manager 2012 for management.

Lessons
Release Management Process Flow
Using Release Management in System Center Service Manager

Module 9: Activity Management
This module walks through how to use System Center Service Manager 2012 for activity management.

Lessons
Managing activities in the System Center Service Manager Console

Module 10: Summary and Wrap
This module summarizes key points for each topic in the course identifies topic areas to focus on and review, and helps participants prepare to apply the concepts back on the job

CTU Training Solutions , Updated: July 6th, 2017

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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