Module 1: Introduction to System Center 2012 Service Manager
- History and Evolution of System Center 2012
- System Center 2012 Product Suite
- System Center 2012 Licensing
- System Center 2012 Service Manager
- Lab: Setting Up the Initial Lab Environment
- Lab: Introducing System Center 2012
Module 2: Overview of ITIL and MOF
- Introducing ITIL and MOF
- Defining the Role of a Service Desk
- Applying ITIL and MOF to Service Manager 2012
- Lab: Applying ITIL and MOF to Service Manager 2012
Module 3: Design and Deployment Considerations for Service Manager 2012
- Examining the Service Manager 2012 Architecture
- Designing Service Manager 2012
- Analyzing Deployment Scenarios
- Preparing to Deploy Service Manager 2012
Module 4: Installing and Configuring Service Manager 2012
- Installing the Service Manager Management Server
- Installing the Service Manager Data Warehouse Management Server
- Navigating the Service Manager Console
- Registering the Data Warehouse
- Working with Management Packs
- Lab: Registering Service Manager with the Data Warehouse
- Lab: Exploring the Service Manager Console
- Lab: Using PowerShell for Management Packs
Module 5: Managing Service Manager 2012 Security
- Defining Role-Based Access Control
- Examining Service Manager 2012 Security
- Configuring User Roles in Service Manager 2012
- Lab: Managing Service Manager 2012 Security
Module 6: Extending Service Manager 2012 with Connectors
- Defining the Configuration Management Database
- Considering the Role of Connectors
- Installing and Configuring Connectors
- Importing Data Using CSV Files
- Lab: Creating Connectors
- Lab: Scripting Using PowerShell cmdlets
Module 7: Incident Management
- Introducing Incident Management
- Configuring Incident Management Settings
- Configuring Problem Management Settings
- Customizing Incident Management Lists
- Customizing Incident Management Views
- Creating Incident Requests
- Creating Incident Request Templates
- Using Templates with Incidents Requests
- Creating Incident Management Event Workflows
- Lab: Working with Incident Requests
Module 8: Change Management and Activity Management
- Introducing Change Management and Activity Management
- Implementing a Change Management Process
- Examining Activities in Service Manager 2012
- Customizing Change Management Lists
- Customizing Change Management Views
- Creating Change Requests and Activities
- Creating Change Request Templates
- Creating Change and Activity Management Workflows
- Lab: Working with Change Requests
Module 9: Release Management
- Introducing Release Management
- Customizing Release Management Lists
- Customizing Release Management Views
- Creating Release Records
- Creating Release Record Templates
- Creating Release Management Event Workflows
- Lab: Working with Release Records
Module 10: Service Level Management
- Introducing Service Level Management
- Creating a New Calendar Item
- Creating a New Metric Item
- Creating a New Service Level Objective
- Configuring Notifications
- Lab: Creating a Service Level Objective in Service Manager 2012
Module 11: Using the Self-Service Portal
- Introducing the Self-Service Portal
- Introducing the Service Catalog
- Creating Service Offerings and Request Offerings
- Customizing the Self-Service Portal
- Lab: Working with the Self-Service Portal
Module 12: Managing the Data Warehouse and Reporting
- Introducing the Data Warehouse
- Navigating the Data Warehouse Workspaces
- Defining Data Warehouse Jobs
- Exploring Different Data Warehouse Reports
- Configuring Data Retention Settings
- Using Windows PowerShell cmdlets
- Lab: Exploring the Data Warehouse Workspaces
- Lab: Verifying the Data Warehouse Registration
- Lab: Running Reports in Service Manager 2012
Module 13: Orchestrator 2012 and Service Manager 2012 Integration
- Introducing Orchestrator 2012
- Navigating Orchestrator 2012 Interfaces
- Creating Runbooks
- Working with Integration Packs
- Integrating Orchestrator 2012 with Service Manager 2012
- Lab: Automating User Creation with a Runbook Automation Activity through the
- Self-Service Portal
Module 14: System Center 2012 Service Pack 1
- Introducing System Center 2012 Service Pack 1
- Deploying Service Pack 1
- Exploring Service Pack 1 and Service Manager 2012
Module 15: System Center 2012 Integration
- Lab: Setting up the Initial Lab Environment
- Lab: Creating an Orchestrator 2012 Runbook
- Lab: Working with Orchestrator System Center 2012 Runbooks
