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IT Service Management with System Center Service Manager (M10965) Course Outline

This course includes the following modules:

Module 1: Introduction to Configuration Management

Module 1: Service Management Overview

In this module, delegates will learn best practices and procedures in delivering effective IT Service Management and how System Centre 2016 Service Manager can be used to implement them in their organisations. They will also learn some of the key business drivers behind IT Service Management.

Lessons:

  • Business Drivers behind IT Service Management
  • Introduction to Microsoft System Centre 2016
  • System Centre 2016 Service Manager Overview and Key Features
  • Adopting Best Practices with Service Manager
  • Aligning IT Service Management Requirements to Service Manager

Module 2: Installing System Centre 2016 Service Manager

In this module, delegates will learn about the key components and architecture of Service Manager, including the hardware and software requirements. They will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager.

Lessons:

  • System Centre 2016 Service Manager Architecture and Core Components
  • Hardware, Software, and Security Requirements
  • Planning and Sizing a System Centre 2016 Service Manager Deployment
  • Installing System Centre 2016 Service Manager
  • Installing and Configuring the Service Manager Self-Service Portal
  • Overview of the Service Manager Console
  • Upgrading to System Centre 2016 Service Manager

Lab: Installing System Centre 2016 Service Manager

  • Installing the Service Manager Management Group
  • Installing the Data Warehouse Management Group and registering the Service Manager Management Group
  • Installing the Service Manager Self-Service Portal and confirming a successful installation
  • Customising the Self-Service Portal

Lab: Upgrading to System Centre 2016 Service Manager

  • Backing up the Service Manager 2012 R2 environment
  • Upgrading Service Manager 2012 R2 to System Centre 2016 Service Manager

Module 3: Key Concepts and Features

In this module, delegates will learn many of the key features and concepts that will help them understand how to configure important functions in Service Manager.

Lessons:

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

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, delegates will learn some of the key configuration tasks that should be performed in Service Manager in order to customise it for their environments.

Lessons:

  • System Centre 2016 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for your Support Teams
  • Configuring Notifications

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.

Lessons:

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

Lab: Configuring Connectors in Service Manager

  • Configure System Centre Connectors
  • Configure the Exchange Connector

Module 6: Managing Incidents and Problems

In this module, delegates will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem. They will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.

Lessons:

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

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, delegates 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. Delegates will also learn how Release Records are used to group, schedule and develop approved changes.

Lessons:

  • Managing Change Requests
  • Managing Release Records

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 Catalogue

In this module, delegates will learn all aspects of Service Request fulfilment within Service Manager (with the exception of Service Level Management, which is covered in Module 10).

Lessons

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

Lab: Configuring Service Requests

  • Create the Contoso Request Offering
  • Test the Contoso Request Offering
  • Create the StockTrader Request Offering
  • Test the StockTrader Request Offering

Module 9: Automating Business Processes with Orchestrator

In this module, delegates will learn how Orchestrator and Service Manager can be used to automate business processes.

Lessons:

  • 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

Lab: Automating IT Processes in Service Manager

  • Automating a Request Offering for Contoso
  • Automating a Service Request for StockTrader

Module 10: Configuring Service Level Management

In this module, delegates will learn how Service Level Management is implemented in Service Manager.

Lessons:

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

Lab: Configuring Service Level Management

  • Create a Service Level Objective for an Incident SLA
  • Create a Service Level Objective for a Service Request SLA
  • Configure SLA Notifications

Module 11: Using Reports and Analysing Data in Service Manager

In this module, delegates will learn how to run reports in Service Manager, including how to manage and maintain the data warehouse jobs and cubes on which reports rely on. Additionally, delegates will learn how to perform advanced analytics on cube data by using Excel and SharePoint.

Lessons

  • Running Reports in System Centre 2016 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting Failed Data Warehouse Jobs
  • Data Warehouse Cubes

Lab: Configuring Reports and Analysing Service Manager Data

  • Configuring, Running, and Exporting Reports
  • Creating a Custom Report
  • Configuring Data Warehouse Job Schedules
  • Viewing the Status of Data Warehouse Jobs
  • Managing the Analysis Library
  • Analysing Cube Data

Module 12: Advanced Troubleshooting and Disaster Recovery

In this module, delegates will learn some of the advanced troubleshooting techniques used to resolve problems in Service Manager. They will also learn how to perform disaster recovery for failed Service Manager components, such as the Service Manager databases.

Lessons:

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

Lab: Performing Disaster Recovery in Service Manager

  • Recovering from a failed Service Manager Management Server
  • Recovering from a failed Service Manager Data Warehouse Management Server
  • Recovering from a failed Service Manager database

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

In this final module, delegates will learn how to use the Service Manager Authoring Tool to create new and customised forms in Service Manager.

Lessons:

  • Key Concepts in Creating and Customising Forms in the Service Manager Authoring Tool
  • Creating New and Customised Forms by Using the Service Manager Authoring Tool

Lab: Creating Customised Forms by Using the Authoring Tool

  • Extending the Incident Class
  • Customising the Default Incident Form
  • Seal the Management Pack
  • Import the Management Pack and use the updated Incident form

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Who should attend?

This course is intended for cloud and datacentre administrators who are new to System Centre 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacentre. This course is also intended for Cloud and datacentre administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Centre 2016 Service Manager.

Prerequisites

Before attending this course, delegates must have the following technical knowledge:

  • 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

ITIL® is a registered trade mark of Axelos Limited.

Reproduced under licence from Axelos Limited.

IT Service Management with System Center Service Manager (M10965)Course Overview

Delegates taking this 3-day course will learn how to deploy and configure System Centre 2016 Service Manager, including the purpose and position of Service Manager, how Service Manager aligns with other IT infrastructure frameworks, how to upgrade an older System Manager installation to System Manager 2016, and more.

When taking this course, our expert trainers will also teach delegates to configure incident and problem management, service requests, service level management, and the self-service portal. By the end of the course, delegates will become proficient in installing, using, and troubleshooting System Centre 2016 Service Manager.

This IT Service Management with System Centre Service Manager course is fully accredited by Microsoft through the Microsoft Silver Partnership held by The Knowledge Academy.

After completing this course, delegates will be able to:

  • 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 Analyse Data in Service Manager
  • Perform advanced troubleshooting and disaster recovery in Service Manager
  • Customize Service Manager Forms

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IT Service Management with System Center Service Manager (M10965) Examination

The Knowledge Academy does not provide an examination for this course. Delegates will be given access to:

  • Tuition from one of our expert trainers
  • Certificate of completion
  • Refreshments

Please Note: The Exam for this course has been retired by Microsoft.

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

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Frequently asked questions

FAQ's

Please arrive at the venue at 8:45am.
The price for Retired: IT Service Management with System Center Service Manager M10965 certification in Canada starts from CAD5095
The Knowledge Academy is the Leading global training provider in the world for Retired: IT Service Management with System Center Service Manager M10965.

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Flexible delivery methods are available depending on your learning style.

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Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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