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Duration: 5 Days*
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Delegates taking this 5-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:
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.
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.
Lab: Installing System Centre 2016 Service Manager
Lab: Upgrading 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.
Lab: Configuring Service Manager for StockTrader and DinnerNow
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.
Lab: Configuring Service Manager For Your Environment
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.
Lab: Configuring Connectors in Service Manager
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.
Lab: Configuring Incident and Problem Management
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.
Lab: Configuring Change and Release Management
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).
Lab: Configuring Service Requests
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.
Lab: Automating IT Processes in Service Manager
Module 10: Configuring Service Level Management
In this module, delegates will learn how Service Level Management is implemented in Service Manager.
Lab: Configuring Service Level Management
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.
Lab: Configuring Reports and Analysing Service Manager 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.
Lab: Performing Disaster Recovery in Service Manager
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.
Lab: Creating Customised Forms by Using the Authoring Tool
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.
Before attending this course, delegates must have the following technical knowledge:
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The Knowledge Academy does not provide an examination for this course. Delegates will be given access to:
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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
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell