Module 1: Service Management Overview
- In this module, you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2016 Service Manager can be used to implement them in your organization. You will also learn some of the key business drivers behind IT Service Management.
Module 2: Installing System Center 2016 Service Manager
- In this module, you will learn about the key components and architecture of Service Manager, including the hardware and software requirements. You will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager.
- Lab : Installing System Center 2016 Service Manager
- Installing the Service Manager Management Group.
- Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
- Installing the Service Manager Self-Service Portal and confirming a successful installation.
- Customizing the Self-Service Portal.
- Lab : Upgrading to System Center 2016 Service Manager
- Backing up the Service Manager 2012 R2 environment.
Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager.
Module 3: Key Concepts and Features
In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.
Lab : Configuring Service Manager for StockTrader and DinnerNow
Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow.
Create a Management Pack, Work Item Templates and Configuration Items for StockTrader.
Module 4: Configuring Service Manager for Your Environment
In this module, you will learn some of the key configuration tasks that should be performed in Service Manager in order to customize it for your environment.
Lab : Configuring Service Manager For Your Environment
Configuring Service Manager Settings.
Configuring Business Services.
Provisioning access for the DinnerNow and StockTrader support teams.
Configuring Notifications.
Module 5: Populating the Service Manager CMDB using Connectors
Connectors in Service Manager provide a key function in populating the Service Manager CMDB. For example, the Operations Manager CI Connector imports discovered objects such as web sites and databases into Service Manger so that they can be added to work items such as Incidents and Change Requests
Lab : Configuring Connectors in Service Manager
Configure System Center Connectors.
Configure the Exchange Connector.
Module 6: Managing Incidents and Problems
In this module, you will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem. You will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.
Lab : Configuring Incident and Problem Management
Create an Incident using the Service Manager console.
Using Incident Templates.
Configuring an Incident Event Workflow to automatically update an Incident.
Group Incidents and create a Problem Record.
Creating Queues and Views to Filter Incidents.
Module 7: Managing Changes and Releases
In this module, you will learn how Service Manager manages changes in the IT environment by using Change Requests. This includes creating and managing Activities such as Review Activities that are used to approve or reject changes. You will also learn how Release Records are used to group, schedule and develop approved changes.
Lab : Configuring Change and Release Management
Create a Change Request with Review and Dependent Activities.
Create a Release Record to manage changes.
Configuring a Release Record Workflow Rule for Notification.
Module 8: Configuring and Managing the Service Catalog
In this module, you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in module 10.
Lab : Configur
