IT Service Management with System Center Service Manager (M10965)

1. Service Management Overview

• Introduction to Microsoft 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

2. Installing System Center 2016 Service Manager

• System Center 2016 Service Manager Architecture and Core Components
• Hardware, Software, and Security Requirements
• Installing System Center 2016 Service Manager
• Overview of the Service Manager Console
• Upgrading to System Center 2016 Service Manager

3. Key Concepts and Features

• Overview of Management Packs and the Service Manager CMDB
• Managing Activities, Workflows, and Templates
• Security and User Roles

4. Configuring Service Manager for Your Environment

• System Center 2016 Service Manager Initial Configuration
• Configuring Business Services
• Configuring Access for Support Teams
• Configuring Notifications

5. Populating the Service Manager CMDB Using Connectors

• Integrating Service Manager with Active Directory and Other System Center Components
• Integrating Service Manager with Exchange

6. Managing Incidents and Problems

• The Definition of an Incident and a Problem
• Managing Incidents
• Managing Problems
• Using Queues and Views with Incidents and Problems

7. Managing Changes and Releases

• Managing Change Requests
• Managing Release Records

8. Configuring and Managing the Service Catalog

• The Service Catalog, Request Offerings, and Service Offerings
• Managing Service Requests and Catalog Groups
• The Self-Service Portal

9. Automating Business Processes with Orchestrator

• Overview of Orchestrator
• Configuring Runbook in Orchestrator
• Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

10. Configuring Service Level Management

• Configuring Service Level Management
• Viewing SLA Information in Service Manager

11. Using Reports and Analyzing Data in Service Manager

• Running Reports in System Center 2016 Service Manager
• Configuring and Running Data Warehouse Jobs
• Troubleshooting Failed Data Warehouse Jobs
• Data Warehouse Cubes

12. Advanced Troubleshooting and Disaster

• Performing Advanced Troubleshooting in Service Manager
• Performing Disaster Recovery in Service Manager

13. Creating Custom Forms and Items in Service Manager Using the Service Manager Authoring Tool

• Key Concepts in Creating Customized Forms
• Creating a Customized Form Using the Authoring Console

• Key features of System Center 2016 Service Manager
• How Service Manager adopts best practices using ITIL^® and Microsoft Operations Framework (MOF)
• Architecting and implementing a System Center 2016 Service Manager deployment
• Upgrading an existing Service Manager 2012 R2 environment to System Center 2016
• Customizing System Center 2016 Service Manager to be in line with corporate standards
• Configuring incident and problem management
• Configuring activity, change, and release management
• Configuring service requests
• Configuring service level management
• Customizing the self-service portal
• Configuring reporting and analysis
• How to troubleshoot Service Manager and perform disaster recovery
• How to create customized Service Manager forms

• 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

• 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
• 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