Microsoft System Center 2012 Service Manager (MCC-55009)

MCC-55009 (5 Days)

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Microsoft System Center 2012 Training Overview

This course, Microsoft System Center 2012 Service Manager, teaches students how to design, deploy and maintain Service Manager 2012 within their organizations. Attendees learn how to customize the end user experience and automate service request responses and learn best practices for using Service Manager 2012.

Location and Pricing

Most Accelebrate courses are taught as private, customized training for 3 or more attendees at our clients' sites worldwide. In addition, we offer live, private online classes for teams who may be in multiple locations or wish to save on travel costs. Please visit our client list for organizations for whom we have delivered onsite training. To receive a customized proposal and price quote for private on-site or online training, please contact us.

In addition, some courses are available as live, online classes for individuals. See a schedule of online courses.

Microsoft System Center 2012 Training Objectives

After completing this course, students will be able to:

  • Explain the role of Service Manager 2012 and the entire System Center suite.
  • Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
  • Discuss the overall architecture and design considerations for Service Manager 2012.
  • Install and configure Service Manager 2012.
  • Import and configure management packs.
  • Populate Service Manager 2012’s Configuration Management Database (CMDB).
  • Establish role-based security.
  • Extend the functionality of Service Manager 2012 using connectors.
  • Utilize lists, queues and templates.
  • Implement incident, change, release and service level management.
  • Design workflows for automated incident routing and escalation.
  • Configure the Service Manager 2012 environment.
  • Create service offerings and request offerings and customize the Self-Service Portal.
  • Implement runbook automation activities with Orchestrator 2012.
  • List System Center 2012 Service Pack 1 updates.
  • Integrate Service Manager 2012 with the System Center 2012 suite.

Microsoft System Center 2012 Training Outline

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Introduction to System Center 2012 Service Manager
  • History and Evolution of System Center 2012
  • System Center 2012 Product Suite
  • System Center 2012 Licensing
  • System Center 2012 Service Manager
Overview of ITIL and MOF
  • Introducing ITIL and MOF
  • Defining the Role of a Service Desk
  • Applying ITIL and MOF to Service Manager 2012
Design and Deployment Considerations for Service Manager 2012
  • Examining the Service Manager 2012 Architecture
  • Designing Service Manager 2012
  • Analyzing Deployment Scenarios
  • Preparing to Deploy Service Manager 2012
Installing and Configuring Service Manager 2012
  • 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
Managing Service Manager 2012 Security
  • Defining Role-Based Access Control
  • Examining Service Manager 2012 Security
  • Configuring User Roles in Service Manager 2012
Extending Service Manager 2012 with Connectors
  • Defining the Configuration Management Database
  • Considering the Role of Connectors
  • Installing and Configuring Connectors
  • Importing Data Using CSV Files
Incident Management
  • 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
Change Management and Activity Management
  • 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
Release Management
  • Introducing Release Management
  • Customizing Release Management Lists
  • Customizing Release Management Views
  • Creating Release Records
  • Creating Release Record Templates
  • Creating Release Management Event Workflows
Service Level Management
  • Introducing Service Level Management
  • Creating a New Calendar Item
  • Creating a New Metric Item
  • Creating a New Service Level Objective
  • Configuring Notifications
Using the Self-Service Portal
  • Introducing the Self-Service Portal
  • Introducing the Service Catalog
  • Creating Service Offerings and Request Offerings
  • Customizing the Self-Service Portal
Managing the Data Warehouse and Reporting
  • 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
Orchestrator 2012 and Service Manager 2012 Integration
  • Introducing Orchestrator 2012
  • Navigating Orchestrator 2012 Interfaces
  • Creating Runbooks
  • Working with Integration Packs
  • Integrating Orchestrator 2012 with Service Manager 2012
System Center 2012 Service Pack 1
  • Introducing System Center 2012 Service Pack 1
  • Deploying Service Pack 1
  • Exploring Service Pack 1 and Service Manager 2012
System Center 2012 Integration
Conclusion
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Lecture percentage

50%

Lecture/Demo

Lab percentage

50%

Lab

Course Number:

MCC-55009

Duration:

5 Days

Prerequisites:

All students must have:

  • Windows Server 2008 R2 operating system.
  • Active Directory Domain Services (AD DS).
  • PowerShell and SQL Server Reporting Services.
  • Service Manager (helpful but not required).
  • Administration of other System Center 2012 products (helpful but not required).
  • Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required).

Training Materials:

All students receive a course workbook.

Software Requirements:

Attendees will not need to install any software on their computer for this class. The class will be conducted in a remote environment that Accelebrate will provide; students will only need a local computer with a web browser with a stable Internet connection. Any recent version of Internet Explorer, Mozilla Firefox, or Google Chrome will be fine.

When you call us about purchasing this class, we will provide a live demo of the online lab environment so that you may explore the web browser interface in more detail.

Contact Us:

Accelebrate’s training classes are available for private groups of 3 or more people at your site or online anywhere worldwide.

Don't settle for a "one size fits all" public class! Have Accelebrate deliver exactly the training you want, privately at your site or online, for less than the cost of a public class.

For pricing and to learn more, please contact us.

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