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MOC 10965 ON-DEMAND - IT Service Management with System Center Service Manager


Questo corso On-Demand intende fornire agli allievi le conoscenze necessarie per effettuare il deployment e la configurazione di System Center 2012 R2 Service Manager.

Durata: 30/40 ore fruibili nell'arco di 90 giorni

Lingua del corso: Inglese

Cosa comprende il corso On-Demand:

  1. accesso per 90 giorni ai video ufficiali Microsoft Learning;
  2. accesso per 90 giorni ai laboratori del corso via Internet;
  3. documentazione ufficiale Microsoft Learning in formato digitale.

Contenuti del corso

Service Management Overview

    • Business Drivers Behind IT Service Management
    • Introduction to Microsoft System Center 2012 R2
    • System Center 2012 R2 Service Manager Overview and Key Features
    • Adopting ITIL/MOF Best Practices with Service Manager
    • Aligning IT Service Management Requirements to Service Manager

    Installing System Center 2012 R2 Service Manager

    • System Center 2012 R2 Service Manager Architecture and Core Components
    • Hardware, Software and Security Requirements
    • Planning and Sizing a System Center 2012 R2 Service Manager Deployment
    • Installing System Center 2012 R2 Service Manager
    • Installing and Configuring the Service Manager Self-Service Portal
    • Overview of the Service Manager Console
    • Upgrading to System Center 2012 Service Manager

    Key Concepts and Features

    • Overview of Management Packs
    • Overview of the Service Manager CMDB
    • Managing Activities
    • Managing Workflows
    • Managing Templates
    • Security and User Roles

    Configuring Service Manager For Your Environment

    • System Center 2012 R2 Service Manager Initial Configuration
    • Configuring Business Services
    • Configuring Access for your Support Teams
    • Configuring Notifications

    Integrating Service Manager with the Hybrid Cloud

    • Integrating Service Manager with Active Directory and other System Center Components
    • Integrating Service Manager with Exchange

    Managing Incidents and Problems

    • The Definition of an Incident and a Problem
    • Managing Incidents
    • Managing Problems
    • Using Queues and Views with Incidents and Problems

    Managing Changes and Releases

    • Managing Change Requests
    • Managing Release Records

    Configuring and Managing the Service Catalog

    • The Service Catalog, Request Offerings and Service Offerings
    • Managing Service Requests and Catalog Groups
    • The Self-Service Portal

    Automating Business Processes with Orchestrator

    • Overview of Orchestrator
    • Configuring Runbooks in Orchestrator
    • Configuring Integration between Orchestrator and Service Manager
    • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

    Configuring Service Level Management

    • Configuring Service Level Management
    • Viewing Service Level Agreement (SLA) Information in Service Manager

    Using Reports and Analyzing Data in Service Manager

    • Running Reports in System Center 2012 R2 Service Manager
    • Configuring and Running Data Warehouse Jobs
    • Troubleshooting failed Data Warehouse Jobs
    • Data Warehouse Cubes

    Advanced Troubleshooting and Disaster Recovery

    • Performing Advanced Troubleshooting in Service Manager
    • Performing Disaster Recovery in Service Manager

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

    • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
    • Creating New and Customized Forms by Using the Service Manager Authoring Tool

     

    A chi è rivolto

    Cloud e Datacenter Administrator.

     

    Prerequisiti

    Per partecipare con profitto a questo corso è necessario che gli allievi siano in possesso dei seguenti prerequisiti:

    • esperienza di lavoro con Windows Server 2008 o 2012 o successivi;
    • esperienza di lavoro con SQL Server 2008 o 2012 o successivi;
    • comprensione dei processi relativi all'IT management così come descritti da ITIL o MOF.

     

    Obiettivi

    Al termine del corso gli allievi saranno in grado di:

    • Describe Service Manager 2012 R2.
    • Install Service Manager 2012 R2.
    • Describe Service Manager usage cases.
    • Configure base settings in Service Manager 2012 R2.
    • 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.

     
     

     

    Se sei in possesso di training voucher Software Assurance puoi partecipare GRATIS a questo corso.



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