SCSM (System Center Service Manager) 2012
CloudLabs
Projects
Assignment
24x7 Support
Lifetime Access
.
Course Overview
This course teaches participants how to design deploy and maintain Service Manager 2012 within their organizations. Participants are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed within the System Center suite. In addition participants will learn how to customize the end user experience and automate service request responses as well as learn best practices for using Service Manager 2012. This course incorporates hands-on learning opportunities so participants can practice applying business solutions to real-world scenarios. After completion participants will have the skills necessary to manage Service Manager 2012 for maximum business benefit.
At the end of the training, participants 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.
Pre-requisite
- 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).
Duration
2 days
Course Outline
- History and Evolution of System Center 2012
- System Center 2012 Product Suite
- System Center 2012 Licensing
- System Center 2012 Service Manager
- Introducing ITIL and MOF
- Defining the Role of a Service Desk
- Applying ITIL and MOF to Service Manager 2012
- Examining the Service Manager 2012 Architecture
- Designing Service Manager 2012
- Analyzing Deployment Scenarios
- Preparing to Deploy 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
- Defining Role-Based Access Control
- Examining Service Manager 2012 Security
- Configuring User Roles in Service Manager 2012
- Defining the Configuration Management Database
- Considering the Role of Connectors
- Installing and Configuring Connectors
- Importing Data Using CSV Files
Accordion Content
- 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
- Introducing Release Management
- Customizing Release Management Lists
- Customizing Release Management Views
- Creating Release Records
- Creating Release Record Templates
- Creating Release Management Event Workflows
- Introducing Service Level Management
- Creating a New Calendar Item
- Creating a New Metric Item
- Creating a New Service Level Objective
- Configuring Notifications
- Introducing the Self-Service Portal
- Introducing the Service Catalog
- Creating Service Offerings and Request Offerings
- Customizing the Self-Service Portal
- 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
- Introducing Orchestrator 2012
- Navigating Orchestrator 2012 Interfaces
- Creating Runbooks
- Working with Integration Packs
- Integrating Orchestrator 2012 with Service Manager 2012
- Introducing System Center 2012 Service Pack 1
- Deploying Service Pack 1
- Exploring Service Pack 1 and Service Manager 2012
Accordion Content
Reviews
"The corporate training provided by Greater Insights was truly exceptional. The trainers were highly knowledgeable and engaging, making the sessions both informative and enjoyable. I gained valuable insights and practical skills that I immediately applied in my work. I highly recommend Greater Insights for their professionalism and expertise."
Rahul NiraniaSamsung 
"As a participant of the corporate training program organized by Greater Insights, I was thoroughly impressed with the level of customization they offered. They took the time to understand our specific needs and tailored the training accordingly. The trainers were fantastic, and the interactive sessions fostered an environment of active learning. I am grateful for the valuable knowledge and skills I acquired."
Bhawna TiwariSamsung 
"I cannot express enough gratitude to Greater Insights for the outstanding corporate training they provided. The trainers were not only experts in their respective fields but also incredible communicators. They created a dynamic and collaborative learning environment, which allowed us to learn from one another. The training surpassed my expectations, and I would eagerly participate in any future programs they offer."
Ashutosh SinghSamsung 
"Attending the corporate training sessions organized by Greater Insights was a game-changer for me. The trainers were not only experienced professionals but also inspiring mentors. They equipped me with practical tools and strategies that have significantly enhanced my productivity and efficiency at work. I wholeheartedly recommend Greater Insights to anyone looking to excel in their professional endeavors."
Somashekar MuniyappaInfogain 
"The corporate training program offered by Greater Insights was an enlightening experience. The trainers had a deep understanding of the subject matter and were able to break down complex concepts into easily digestible information. The interactive activities and case studies made the training engaging and relevant to our day-to-day work challenges. This training has undoubtedly boosted my confidence and competence."
Amresh DiwanInfogain 
"I had the privilege of participating in a corporate training program organized by Greater Insights, and I must say it was a transformative experience. The trainers' expertise and passion for their subjects were evident in every session. The training materials provided were comprehensive and well-structured, enabling us to grasp the content effectively. I am grateful for the valuable skills I acquired, which have greatly contributed to my professional growth."
Namratha BabuTorry Harris 
"The corporate training sessions conducted by Greater Insights were simply outstanding. The trainers went above and beyond to ensure that we understood the concepts thoroughly. The interactive nature of the sessions encouraged active participation and enhanced our learning experience. I am truly grateful for the practical strategies and techniques I learned, which have had a positive impact on my work performance."
Rahul BhashyamTorry Harris 
"Participating in the corporate training program organized by Greater Insights was an enlightening experience. The trainers were not only knowledgeable but also skilled at delivering the content in an engaging manner. The training materials were well-designed, and the real-life examples provided valuable insights. I am confident that the knowledge and skills I gained will significantly contribute to my professional growth."
Deepti JainTorry Harris 
"I can confidently say that the corporate training provided by Greater Insights was top-notch. The trainers were highly experienced and had a knack for simplifying complex concepts. The training sessions were interactive and encouraged open discussions, which fostered a collaborative learning environment. The practical skills I acquired during the training have proven to be invaluable in my day-to-day work."
HARSHAL TRIVEDIL&T TS 
"Greater Insights exceeded my expectations with their corporate training program. The trainers were not only experts in their fields but also exceptional communicators. They effortlessly connected with the participants and ensured everyone's active involvement. The training content was comprehensive and provided a solid foundation for professional growth. I am grateful for the opportunity to learn from such seasoned professionals."
Namrata PillayL&T TS
"The corporate training facilitated by Greater Insights was exceptional in every aspect. The trainers were engaging and created a positive and inclusive learning environment. The training materials were well-structured and easy to follow, making the learning process enjoyable. The practical exercises and case studies allowed me to apply the knowledge immediately, resulting in improved job performance. I highly recommend Greater Insights for their commitment to excellence."
Sandhya M SanuHoneywell
"I recently attended a corporate training program organized by Greater Insights, and I am incredibly impressed. The trainers were not only knowledgeable but also highly skilled at delivering the content in a relatable manner. The training sessions were interactive and encouraged open dialogue, which made the learning experience engaging and dynamic. The practical skills I gained have already made a significant impact on my professional growth."
Neha SahayHoneywell
"I had the privilege of participating in a corporate training program conducted by Greater Insights, and it was truly transformative. The trainers were passionate and dedicated professionals who took the time to address our individual needs. The training sessions were interactive and encouraged active participation, allowing us to learn from one another's experiences. I am grateful for the knowledge and skills I acquired, which have undoubtedly propelled my career forward."
Abishek KalliparambilAllianz 
"The corporate training program offered by Greater Insights was a remarkable experience. The trainers had a wealth of knowledge and were adept at imparting it effectively. The training materials were comprehensive and provided valuable resources for further exploration. The interactive activities and practical exercises helped me internalize the concepts and apply them in real-world scenarios. This training has been instrumental in my professional development."
Kishor KumarITC Infotech 
"I cannot thank Greater Insights enough for the incredible corporate training they provided. The trainers were not only subject matter experts but also skilled at creating a positive and inclusive learning environment. The training sessions were well-structured, and the trainers ensured that we understood the content thoroughly. I am grateful for the valuable insights and skills I gained, which have already made a noticeable difference in my professional life."
Anitha PrashanthIndegene 
