Session 1: System Center Service Manager Overview
After completing this session delegates will:
- Have a basic understanding of ITIL/MOF
- Have a basic understanding of Service Desk Concepts
- Understand what Service Manager is and how it applies the Service Desk Concept
Session 2: System Center Service Manager Architecture
After completing this session delegates will be able to:
- Discuss the different components of Service Manager
- Discuss the different architecture configuration for Service Manager
- Discuss Service Manager Integration points with other System Center products
- Discuss the internals of how Service Manager works
Session 3: Deploying Service Manager
After completing this session delegates will be able to:
- Plan for Service Manager deployment
- Install System Center Service Manager
- Connect Service Manager Management Server to Data Warehouse
- Understand and perform the necessary post installation tasks
Session 4: Self Service Portal
After completing this session delegates will be able to:
- Discuss the Self Service Portal architecture and functionality
- Install the Self Service Portal
- Utilize the Self Service Portal as an end user
- Utilize the Self Service Portal as an analyst
- Customize the Self Service Portal
Session 5: Configuring Connectors
After completing this session delegates will be able to:
- Understand the CMDB and Configuration Management concepts
- Install/Use the Active Directory Connector
- Install/Use the Configuration Manager Connector
- Install/Use the Operations Manager Configuration Item Connector
- Install/Use the Operations Manager Alerts Connector
- Install/Use the Orchestrator Configuration Item Connector
- Install/Use the CSV Connector
Session 6: Service Manager Security
After completing this session delegates will:
- Understand role based security
- Be able to create a new user role and restrict the view in the Service Console to specific groups
- Understand the minimum requirements for the different service accounts and the action account
Session 7: Incident Management
After completing this session delegates will be able to:
- Discuss basic ITIL/MOF Incident Concepts
- Create Incidents
- Customize Incident Lists
- Create Incident Templates
- Create Incident Views
- Create Incident Workflows using the Service Console
Session 8: Problem Management
After completing this session delegates will be able to:
- Discuss basic ITIL/MOF Problem Concepts
- Create Problems
- Customize Problem Lists
- Create Problem Views
- Create Problem workflows using the Service Console
Session 9: Change Management
After completing this session delegates will be able to:
- Discuss basic ITIL/MOF Change Management Concepts
- Create Change Requests
- Discuss Manual and Review Activities
- Create Change Request Templates
- Create Change Request Views
- Create Change Request workflows using the Service Console
Session 10: Release Management
After completing this session delegates will be able to:
- Discuss basic ITIL/MOF Release Management Concepts
- Create Release Requests
- Create Release Request Templates
- Create Release Request Views
- Create Release Request workflows using the Service Console
Session 11: Service Requests
After completing this session delegates will be able to:
- Discuss basic ITIL/MOF Service Request Concepts
- Create Service Requests
- Create Service Request Templates
- Create Service Request Views
- Create Service Request workflows using the Service Console, Orchestrator, and Self Service Portal
Session 12: Service Manager Library
After completing this session delegates will be able to:
- Create/Update Knowledge Base Articles
- Create/Update Queues
- Create/Update Lists
- Create/Update Templates
- Create/Update Notifications
Session 13: Data Warehouse and Reporting
After completing this session delegates will be able to:
- Describe the Service Manager Data Warehouse
- Describe how reporting works in Service Manager
- Run Reports
- Create Favorite Reports
- Create Linked Reports
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After completing this session delegates will be able to:
- Describe the basic components of a management pack
- Discuss how management packs are used in Service Manager
- Discuss best practices around management pack development, including naming conventions, inheritance, and relationships.
Session 15: Extending Service Manager - Part 1
After completing this session delegates will be able to:
- Discuss when the Authoring Console should be used for content creation
- Create a custom Configuration Item
- Create a custom form for a Configuration Item
- Load and use the custom Configuration Item and form in Service Manager
- Populate custom Configuration Items using the CSV Connector
Session 16: Extending Service Manager - Part 2
After completing this session delegates will be able to:
- Extend existing work item objects in Service Manager
- Extend existing work item forms in Service Manager
- Create new work item objects
- Create new work item forms
- Create custom workflows
