V.le P.A. Pirelli 6, Milano - academy@digi.it - 0269438264

Corsi Microsoft

Cerca un corso

IT Service Management with System Center Service Manager

Codice corso: 10965D
Durata corso: 5gg

Introduzione

This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.  
 
This course is intended for cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2016 Service Manager.

Obiettivi del corso

After completing this course, students will be able to:

Describe Service Manager 2016

Upgrade to Service Manager 2016

Install Service Manager 2016

Describe Service Manager usage cases

Configure base settings in Service Manager 2016

Configure Incident and Problem Management

Configure Activity, Change, and Release Management

Configure and Manage Service Requests

Automate business processes with Service Manager and Orchestrator

Configure Service Level Management

Customize the Self-Service Portal

Use Reports and Analyze Data in Service Manager

Perform advanced troubleshooting and disaster recovery in Service Manager

Customize Service Manager Forms

Prerequisiti

Working knowledge of Windows Server 2012 R2 and Windows Server 2016
Working knowledge of SQL Server 2012 and SQL Server 2014
 An understanding of the IT management processes that are included with ITIL and MOF

Struttura del Corso

MODULE 1: Service Management Overview

In this module, you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2016 Service Manager can be used to implement them in your organization. You will also learn some of the key business drivers behind IT Service Management.

Lessons

After completing this module, students will be able to:

Describe the business drivers behind IT Service Management.

Describe, at a high-level, System Center 2016 - Overview and Key Features

Describe, at a high level, System Center 2016 Service Manager.

Describe how Service Manager adopts best practices found in ITIL and MOF.

Aligning IT Service Management Requirements to Service Manager.

MODULE 2: Installing System Center 2016 Service Manager

In this module, you will learn about the key components and architecture of Service Manager, including the hardware and software requirements. You will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager.

Lessons

After completing this module, students will be able to:

Describe System Center 2016 Service Manager architecture and core components.

Describe the Hardware, Software and Security requirements of System Center 2016 Service manager.

Plan and size a System Center 2016 Service Manager Deployment.

Install System Center 2016 Service Manager.

Install and configure the Service Manager Self-Service Portal.

Use the Service Manager Console to confirm a successful deployment.

Backing up the Service Manager 2012 R2 environment.

Upgrade Service Manager 2012 R2 to System Center 2016 Service Manager.

Lab : Upgrading to System Center 2016 Service Manager

Lab : Installing System Center 2016 Service Manager

MODULE 3: Key Concepts and Features

In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.

Lessons

After completing this module, students will be able to:

Understand Management Packs

Describe the Service Manager CMDB

Manage Activities

Manage Workflows

Manage Templates.

Manage Security and User oles

Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow

Create a Management Pack, Work Item Templates and Configuration Items for StockTrader

Lab : Configuring Service Manager for StockTrader and DinnerNow

MODULE 4: Configuring Service Manager for Your Environment

In this module, you will learn some of the key configuration tasks that should be performed in Service Manager in order to customize it for your environment.

Lessons

After completing this module, students will be able to:

Perform and configuration Service Manager Settings

Provisioning access for the DinnerNow and StockTrader support teams.

Configure Business Services

Configure Access for your support teams

Configure Notifications.

Lab : Configuring Service Manager For Your Environment

MODULE 5: Populating the Service Manager CMDB using Connectors

Connectors in Service Manager provide a key function in populating the Service Manager CMDB.
 For example, the Operations Manager CI Connector imports discovered objects such as web sites and databases into Service Manger so that they can be added to work items such as Incidents and Change Requests

Lessons

After completing this module, students will be able to:

Configure the Active Directory and System Center Connectors in Service Manager

Integrating Service Manager with Exchange

Install and configure the Exchange Connector in Service Manager

Lab : Configuring Connectors in Service Manager

MODULE 6: Managing Incidents and Problems

In this module, you will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem.
 You will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.

Lessons

After completing this module, students will be able to:

Describe the definition of an Incident and a Problem.

Create and Manage incidents using the Service Manager console

Using Incident Templates.

Configuring an Incident Event Workflow to automatically update an Incident

Group Incidents and create a Problem Record.

Manage problems.

Creating and Use queues and views with incidents and problems.

Lab : Configuring Incident and Problem Management

MODULE 7: Managing Changes and Releases

In this module, you will learn how Service Manager manages changes in the IT environment by using Change Requests.
 This includes creating and managing Activities such as Review Activities that are used to approve or reject changes. You will also learn how Release Records are used to group, schedule and develop approved changes.

Lessons

After completing this module, students will be able to:

Create and Manage Change Requests in Service Manager

Create a Change Request with Review and Dependent Activities

Manage Release Records in Service Manager

Create a Release Record to manage changes

Lab : Configuring Change and Release Management

MODULE 8: Configuring and Managing the Service Catalog

In this module, you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in module 10.

Lessons

After completing this module, students will be able to:

Describe the Service Catalog, Request Offerings and Service Offerings.

Manage Service Requests and Catalog Groups

Use the Self-Service Portal

Lab : Configuring Service Requests

MODULE 9: Automating Business Processes with Orchestrator

In this module, you will learn how Orchestrator and Service Manager can be used to automate business processes.

Lessons

After completing this module, students will be able to:

Describe Orchestrator including its key features and components

Configure Runbooks in Orchestrator

Configure integration between Orchestrator and Service Manager

Create a Request Offering in Service Manager that initiates a Runbook in Service Manager

Automating a Request Offering for Contoso.

Automating a Service Request for StockTrader.

Lab : Automating IT Processes in Service Manager

MODULE 10: Configuring Service Level Management

In this module, you will learn how Service Level Management is implemented in Service Manager.

Lessons

After completing this module, students will be able to:

Configure Service Level Management.

View Service Level Agreement (SLA) information in Service Manager

Create a Service Level Objective for an Incident SLA

Create a Service Level Objective for a Service Request SLA

Configure SLA Notifications

Lab : Configuring Service Level Management

MODULE 11: Using Reports and Analyzing Data in Service Manager

In this module, you will learn how to run reports in Service Manager, including how to manage and maintain the data warehouse jobs and cubes on which reports rely on. Additionally, you will learn how to perform advanced analytics on cube data by using Excel and SharePoint.

Lessons

After completing this module, students will be able to:

Describe how to run reports in System Center 2016 Service Manager

Describe how to configure and run Data Warehouse Jobs

Describe how to troubleshoot failed data warehouse jobs

Describe the data warehouse cubes in Service Manager

Configuring, Running, and Exporting Reports

Creating a Custom Report

Configuring Data Warehouse Job Schedules

Viewing the Status of Data Warehouse Jobs

Managing the Analysis Library

Analyzing Cube Data

Lab : Configuring Reports and Analyzing Service Manager Data

MODULE 12: Advanced Troubleshooting and Disaster Recovery

In this module, you will learn some of the advanced troubleshooting techniques used to resolve problems in Service Manager. You will also learn how to perform disaster recovery for failed Service Manager components, such as the Service Manager databases.

Lessons

After completing this module, students will be able to:

Perform advanced troubleshooting in Service Manager

Perform disaster recovery in Service Manager

Recovering from a failed Service Manager Management Server

Recovering from a failed Service Manager Data Warehouse Management Server

Recovering from a failed Service Manager database

Lab : 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, you will learn how to use the Service Manager Authoring Tool to create new and customized forms in Service Manager.

Lessons

After completing this module, students will be able to:

Describe the key concepts in creating customized forms in Service Manager Authoring Tool.

Create New and Customized Forms by Using the Service Manager Authoring Tool

Extending the Incident Class.

Customizing the Default Incident Form.

Seal the Management Pack.

Import the Management Pack and use the updated Incident form

Lab : Creating Customized Forms by Using the Authoring Tool

P.IVA 06249920965
C.C.I.A.A. REA: MI - 1880014
Cap. Soc. € 12.000,00

Contatti

V.le P.A. Pirelli 6,20126 Milano
Questo indirizzo email è protetto dagli spambots. È necessario abilitare JavaScript per vederlo.
Tel.: +39 02 694 382 64
Fax.: +39 02 694 382 35

© Copyright 2020 DI.GI. Academy
Privacy Policy | Cookie Policy