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System Center Service Manager

HSR Layout, Bangalore

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About the Course


This course teaches participants how to design, deploy and maintain Service Manager 2012 within their organizations. Participants are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed within the System Center suite. In addition, participants will learn how to customize the end user experience and automate service request responses, as well as learn best practices for using Service Manager 2012. This course incorporates hands-on learning opportunities so participants can practice applying business solutions to real-world scenarios. After completion, participants will have the skills necessary to manage Service Manager 2012 for maximum business benefit.

Topics Covered

1. Introduction to System Center 2012 Service Manager
2. Overview of ITIL and MOF
3. Design and Deployment Considerations for Service Manager 2012
4. Installing and Configuring Service Manager 2012
5. Managing Service Manager 2012 Security
6. Extending Service Manager 2012 with Connectors
7. Incident Management
8. Change Management and Activity Management
9. Release Management
10. Service Level Management
11. Using the Self-Service Portal
12. Managing the Data Warehouse and Reporting
13. Orchestrator 2012 and Service Manager 2012 Integration
14. System Center 2012 Service Pack 1

Who should attend

This course is designed for IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.

Pre-requisites

Must have knowledge of:

*Windows Server 2008 R2 operating system.
*Active Directory Domain Services (AD DS).
*PowerShell and SQL Server Reporting Services.
*Service Manager (helpful but not required).
*Administration of other System Center 2012 products (helpful but not required).
*Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) (helpful but not required).

What you need to bring

Laptop

Key Takeaways

At the end of SCSM 2012 training course, participants will be able to:

*Explain the role of Service Manager 2012 and the entire System Center suite.
*Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
*Discuss the overall architecture and design considerations for Service Manager 2012.
*Install and configure Service Manager 2012.
*Import and configure management packs.
*Populate Service Manager 2012's Configuration Management Database (CMDB).
*Establish role-based security.
*Extend the functionality of Service Manager 2012 using connectors.
*Utilize lists, queues and templates.
*Implement incident, change, release and service level management.
*Design workflows for automated incident routing and escalation.
*Configure the Service Manager 2012 environment.
*Create service offerings and request offerings and customize the Self-Service Portal.
*Implement runbook automation activities with Orchestrator 2012.
*List System Center 2012 Service Pack 1 updates.
*Integrate Service Manager 2012 with the System Center 2012 suite.
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About the Trainer

TBA

B.Tech, M.Tech


The trainer is an expert and has 12+ years of exhaustive experience in the IT industry with vast exposure to designing and developing applications. He is able to create rich, interactive and lively learning experience. His ability to powerfully communicate complex
technology concepts to audiences of various levels is highly appreciated by his trainees and training managers. Global giants, such as Nokia, IBM, Sun, Capgemini, GE, Sap Labs, Accenture, HP, NSN, Honeywell etc have benefited from his training deliveries, and keep coming back for repeated deliveries.
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Course Id: 21584