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IT Service Management with System Center Service Manager (MOC-10965)

MOC-10965 (5 Days)

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System Center Training Overview

This Microsoft course 10965, IT Service Management with System Center Service Manager teaches attendees how to deploy and configure System Center 2012 R2 Service Manager. 

Location and Pricing

Most Accelebrate courses are delivered as private, customized, on-site training at our clients' locations worldwide for groups of 3 or more attendees and are custom tailored to their specific needs. Please visit our client list to see organizations for whom we have delivered private in-house training. These courses can also be delivered as live, private online classes for groups that are geographically dispersed or wish to save on the instructor's or students' travel expenses. To receive a customized proposal and price quote for private training at your site or online, please contact us.

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

System Center Training Objectives

After completing this course, students will be able to:

  • Describe Service Manager 2012 R2.
  • Install Service Manager 2012 R2.
  • Describe Service Manager usage cases.
  • Configure base settings in Service Manager 2012 R2.
  • 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.

System Center Training Outline

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Introduction
Service Management Overview
  • Business Drivers Behind IT Service Management
  • Introduction to Microsoft System Center 2012 R2
  • System Center 2012 R2 Service Manager Overview and Key Features
  • Adopting ITIL/MOF Best Practices with Service Manager
  • Aligning IT Service Management Requirements to Service Manager
Installing System Center 2012 R2 Service Manager
Key Concepts and Features
  • Overview of Management Packs
  • Overview of the Service Manager CMDB
  • Managing Activities
  • Managing Workflows
  • Managing Templates
  • Security and User Roles
Configuring Service Manager For Your Environment
  • System Center 2012 R2 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for your Support Teams
  • Configuring Notifications
Integrating Service Manager with the Hybrid Cloud
  • Integrating Service Manager with Active Directory and other System Center Components
  • Integrating Service Manager with Exchange
Managing Incidents and Problems
  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems
Managing Changes and Releases
  • Managing Change Requests
  • Managing Release Records
Configuring and Managing the Service Catalog
  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal
Automating Business Processes with Orchestrator
  • Overview of Orchestrator
  • Configuring Runbooks in Orchestrator
  • Configuring Integration between Orchestrator and Service Manager
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator
Configuring Service Level Management
  • Configuring Service Level Management
  • Viewing Service Level Agreement (SLA) Information in Service Manager
Using Reports and Analyzing Data in Service Manager
  • Running Reports in System Center 2012 R2 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting failed Data Warehouse Jobs
  • Data Warehouse Cubes
Advanced Troubleshooting and Disaster Recovery
  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager
Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
  • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
  • Creating New and Customized Forms by Using the Service Manager Authoring Tool
Conclusion
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Lecture percentage

50%

Lecture/Demo

Lab percentage

50%

Lab

Course Number:

MOC-10965

Duration:

5 Days

Prerequisites:

Before attending this course, attendees must have:

  • Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
  • Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
  • An understanding of the IT management processes that are included with ITIL and MOF.

Training Materials:

All Microsoft training students receive Microsoft Official Courseware.

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.

Contact Us Train For Us

Toll-free in US/Canada:
877 849 1850
International:
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Toll-free in US/Canada:
866 566 1228
International:
+1 404 420 2491

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Atlanta, GA 30309-3918
USA

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