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MOC On-Demand: 10965-IT Service Managment with System Center Service Manager Course Outline

 (5 days)
Version 2012
Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

*** Note: This is an On-Demand Self Study Class, 5-days of content, 90-days unlimited access, $995 ***
You can take this class at any time; there are no set dates. It covers the same content as the 5-day instructor-led class of the same name. The cost for this MOC On-Demand class is $995. (Applicable State and Local taxes may be added for On-Demand purchases, depending on your location.) Microsoft Enterprise customers paying with Software Assurance Vouchers, see SATV Payment note below.

MOC On-Demand Learner Profiles
MOC On-Demand is a self-study training solution that was designed for two types of learners. First, MOC On-Demand is a great fit for experienced IT professionals who don't need a traditional 5-day class to upgrade their existing skills. They can pick and choose topics to make the most effective use of their time. Second, MOC On-Demand is perfect for highly-motivated individuals who are new to a technology and need to space their learning over a period of weeks or months. These learners can take their time and repeat sections as needed until they master the new concepts.

About MOC On-Demand
Our MOC On-Demand classes are self-study courses with 30 to 40 hours of content. They include hours of videos, hands-on labs using the actual software, and knowledge checks and were created by Microsoft to mirror the content found in the traditional live instructor-led version of this course. Those features are all part of the standard MOC On-Demand training. But don't settle for the standard MOC On-Demand class! Check out the "ONLC Extras" that you get when purchasing this course from us.

ONLC Extras
ONLC Training Centers bundles in valuable extras with our MOC On-Demand Courses. These items are not available from other training companies.
Courseware After the Course. Get the digital courseware that is used in the live, instructor-led version of this class. While the MOC On-Demand access goes away after 90 days, you will have access to the "extra" digital courseware for an unlimited period of time.
24/7 Online Support. You will be able to chat online with a content matter expert while you are taking your MOC On-Demand class. And, with your permission, the expert can even take over your computer to provide with assistance with your labs.

Optional Add-Ons
These add-ons are available exclusively by ONLC Training Centers and are offered to you at an additional cost.
Certification Pak, $150. Interested in obtaining certification? Get a Transcender practice exam and a Microsoft exam voucher at this reduced price.
ILT Listener, $250. Want to listen in and follow along with a live Instructor-Led Training (ILT) class? We offer this option for individuals on a limited budget who have time during the day to hear a live class in progress. ILT Listeners have access to their online support chat expert during the class but they do not have direct access to the live instructor.
ILT Participant, $ Varies. You've purchased MOC On-Demand, have gone through the training and decided that you still want a live class. Just pay difference between MOC On-Demand course and and the Instructor-Led Training (ILT) class and you can have a seat in our live class. Get both self-study and live, instructor-led training for the retail price of the instructor-led class alone!

Paying with Software Assurance Training Vouchers (SATV)
For Microsoft Enterprise customers paying with Software Assurance Vouchers, the cost of this class is 5 vouchers--this includes access to the self-study materials, the student workbook, 24/7 access to an online expert, and a corresponding exam voucher, if applicable, upon request.

Do You Still Prefer a Live, Instructor-led Class?
Already know MOC On-Demand is not right for you? We also offer this same course content in a live, instructor-led format. For more details, click on the link below:
10965 Instructor-led


This five-day course will provide students with the key knowledge required to deploy and configure System Center 2016 Service Manager. Using hands-on labs, students will learn the following:

Where Service Manager sits within the System Center 2016 product.
What business and technical needs Service Manager is designed to meet.
How Service Manager aligns itself to ITIL and MOF.
How to architect and implement a System Center 2016 Service Manager deployment.
How to upgrade an existing Service Manager 2012 R2 environment to System Center 2016.
How to customize System Center 2016 Service Manager to be in line with corporate standards.
How to configure Incident and Problem Management.
How to configure Activity, Change and Release Management.
How to configure Service Requests.
How to configure Service Level Management.
How to customize the Self-Service Portal.
How to configure Reporting and Analysis.
How to troubleshoot Service Manager and perform disaster recovery.
How to create customized Service Manager forms.

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

Before attending this course, students must have:
Working knowledge of Windows Server and SQL Server.
An understanding of the IT management processes that are included with ITIL and MOF.

Course Outline

Module 1: Service Management Overview
In this module, you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2016 Service Manager can be used to implement them in your organization. You will also learn some of the key business drivers behind IT Service Management.
Business Drivers behind IT Service Management.
Introduction to Microsoft System Center 2016.
System Center 2016 Service Manager Overview and Key Features.
Adopting ITIL/ MOF Best Practices with Service Manager.
Aligning IT Service Management Requirements to Service Manager.
After completing this module, students will be able to:
Describe the business drivers behind IT Service Management.
Describe, at a high-level, System Center 2016.
Describe, at a high level, System Center 2016 Service Manager.
Describe how Service Manager adopts best practices found in ITIL and MOF.

Module 2: Installing System Center 2016 Service Manager
In this module, you will learn about the key components and architecture of Service Manager, including the hardware and software requirements. You will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager.
System Center 2016 Service Manager Architecture and Core Components.
Hardware, Software and Security Requirements.
Planning and Sizing a System Center 2016 Service Manager Deployment.
Installing System Center 2016 Service Manager.
Installing and Configuring the Service Manager Self-Service Portal.
Overview of the Service Manager Console.
Upgrading to System Center 2016 Service Manager.
Lab : Installing System Center 2016 Service Manager
Installing the Service Manager Management Group.
Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
Installing the Service Manager Self-Service Portal and confirming a successful installation.
Customizing the Self-Service Portal.

Module 3: Key Concepts and Features
In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.
Overview of Management Packs.
Overview of the Service Manager CMDB.
Managing Activities.
Managing Workflows.
Managing Templates.
Security and User Roles.

Module 4: Configuring Service Manager for Your Environment
In this module, you will learn some of the key configuration tasks that should be performed in Service Manager in order to customize it for your environment.
System Center 2016 Service Manager Initial Configuration.
Configuring Business Services.
Configuring Access for your 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
Integrating Service Manager with Active Directory and other System Center Components.
Integrating Service Manager with Exchange.

Module 6: Managing Incidents and Problems
In this module, you will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem. You will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.
The Definition of an Incident and a Problem.
Managing Incidents.
Managing Problems.
Using Queues and Views with Incidents and Problems.

Module 7: Managing Changes and Releases
In this module, you 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. You will also learn how Release Records are used to group, schedule and develop approved changes.
Managing Change Requests.
Managing Release Records.

Module 8: Configuring and Managing the Service Catalog
In this module, you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in module 10.
The Service Catalog, Request Offerings and Service Offerings.
Managing Service Requests and Catalog Groups.
The Self-Service Portal.

Module 9: Automating Business Processes with Orchestrator
In this module, you will learn how Orchestrator and Service Manager can be used to automate business processes.
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.

Module 10: Configuring Service Level Management
In this module, you will learn how Service Level Management is implemented in Service Manager.
Configuring Service Level Management.
Viewing Service Level Agreement (SLA) Information in Service Manager.

Module 11: Using Reports and Analyzing Data in Service Manager
In this module, you 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, you will learn how to perform advanced analytics on cube data by using Excel and SharePoint.
Running Reports in System Center 2016 Service Manager.
Configuring and Running Data Warehouse Jobs.
Troubleshooting Failed Data Warehouse Jobs.
Data Warehouse Cubes.

Module 12: Advanced Troubleshooting and Disaster Recovery
In this module, you will learn some of the advanced troubleshooting techniques used to resolve problems in Service Manager. You will also learn how to perform disaster recovery for failed Service Manager components, such as the Service Manager databases.
Performing Advanced Troubleshooting in Service Manager.
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, you will learn how to use the Service Manager Authoring Tool to create new and customized forms in Service Manager.
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.

View outline in Word


Attend hands-on, instructor-led MOC On-Demand: 10965-IT Service Managment with System Center Service Manager training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

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