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
