System Center 2012 Service Manager Syllabus

1. 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

2. Overview of ITIL and MOF

Introducing ITIL and MOF

Defining the Role of a Service Desk

Applying ITIL and MOF to Service Manager 2012

3. 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

4. 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

5. Managing Service Manager 2012 Security

Defining Role-Based Access Control

Examining Service Manager 2012 Security

Configuring User Roles in Service Manager 2012

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. System Center 2012 Integration