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Seminar

Wien, Österreich

IT Service Management with System Center Service Manager

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2.040,00
Gesamtbetrag inkl. 20% Ust.
… jetzt mit Ratenzahlung

Beschreibung


  1. Service Management Overview


    1. Business Drivers behind IT Service Management.

    2. Introduction to Microsoft System Center 2016.

    3. System Center 2016 Service Manager Overview and Key Features.

    4. Adopting ITIL/ MOF Best Practices with Service Manager.

    5. Aligning IT Service Management Requirements to Service Manager.


  2. Installing System Center 2016 Service Manager


    1. System Center 2016 Service Manager Architecture and Core Components.

    2. Hardware, Software and Security Requirements.

    3. Planning and Sizing a System Center 2016 Service Manager Deployment.

    4. Installing System Center 2016 Service Manager.

    5. Installing and Configuring the Service Manager Self-Service Portal.

    6. Overview of the Service Manager Console.

    7. Upgrading to System Center 2016 Service Manager.


  3. Key Concepts and Features


    1. Overview of Management Packs.

    2. Overview of the Service Manager CMDB.

    3. Managing Activities.

    4. Managing Workflows.

    5. Managing Templates.

    6. Security and User Roles.


  4. Configuring Service Manager for Your Environment


    1. System Center 2016 Service Manager Initial Configuration.

    2. Configuring Business Services.

    3. Configuring Access for your Support Teams.

    4. Configuring Notifications.


  5. Populating the Service Manager CMDB using Connectors


    1. Integrating Service Manager with Active Directory and other System Center Components.

    2. Integrating Service Manager with Exchange.


  6. Managing Incidents and Problems


    1. The Definition of an Incident and a Problem.

    2. Managing Incidents.

    3. Managing Problems.

    4. Using Queues and Views with Incidents and Problems.


  7. Managing Changes and Releases


    1. Managing Change Requests.

    2. Managing Release Records.


  8. Configuring and Managing the Service Catalog


    1. The Service Catalog, Request Offerings and Service Offerings.

    2. Managing Service Requests and Catalog Groups.

    3. The Self-Service Portal.


  9. Automating Business Processes with Orchestrator


    1. Overview of Orchestrator.

    2. Configuring Runbooks in Orchestrator.

    3. Configuring Integration between Orchestrator and Service Manager.

    4. Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator.


  10. Configuring Service Level Management


    1. Configuring Service Level Management.

    2. Viewing Service Level Agreement (SLA) Information in Service Manager.


  11. Using Reports and Analyzing Data in Service Manager


    1. Running Reports in System Center 2016 Service Manager.

    2. Configuring and Running Data Warehouse Jobs.

    3. Troubleshooting Failed Data Warehouse Jobs.

    4. Data Warehouse Cubes.


  12. Advanced Troubleshooting and Disaster Recovery


    1. Performing Advanced Troubleshooting in Service Manager.

    2. Performing Disaster Recovery in Service Manager.


  13. Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool


    1. Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool.

    2. Creating New and Customized Forms by Using the Service Manager Authoring Tool.



Ziele

This course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager.


Nach Abschluss dieses Seminars haben die Teilnehmer Wissen zu folgenden Themen:

  • Describe Service Manager 2016.

  • Upgrade to Service Manager 2016.

  • Install Service Manager 2016.

  • Describe Service Manager usage cases.

  • Configure base settings in Service Manager 2016.

  • Configure Incident and Problem Management.

  • Configure Activity, Change, and Release Management.

  • Configure and Manage Service Requests.

  • Automate business processes with Service Manager and Orchestrator.

  • Configure Service Level Management.

  • Customize the Self-Service Portal.

  • Use Reports and Analyze Data in Service Manager.

  • Perform advanced troubleshooting and disaster recovery in Service Manager.

  • Customize Service Manager Forms.

Voraussetzungen

Für dieses Seminar werden folgende Kenntnisse empfohlen:

  • Working knowledge of Windows Server 2012 R2 and Windows Server 2016.

  • Working knowledge of SQL Server 2012 and SQL Server 2014.

  • An understanding of the IT management processes that are included with ITIL and MOF.

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