Microsoft

Course 55022-A: Using Microsoft System Center Service Manager 2012 for IT Analysts

Course 55022-A: Using Microsoft System Center Service Manager 2012 for IT Analysts

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This is a one or two-day instructor-led course that provides participants with knowledge and skills to use System Center Service Manager. The course focuses on use of Service Manager with other System Center products after its installation. It also focuses on how IT process activities such as the Microsoft® Operations Framework (MOF) & IT Infrastructure Library (ITIL®) can be performed using Service Manager.

There are two versions of this course: one-day / 9 hours / 540 minutes without Hands-on Labs, and two-day / 18 hours/1,080 minutes with Hands-on Labs. The Course Outline listed here is for the two-day, 18-hour course. The one-day, 9-hour course covers the same presentation material in the same order, condensed to one day as labs are not included.

Audience Profile

This course is intended for IT Analysts who support End Users using Microsoft® System Center Service Manager 2012. This includes Service Desk managers and staff, as well as managers and staff at Tiers 1-4 of support organizations, including IT Operations, Technical Management, and Applications Management functions. The focus is on individuals responsible for managing Incidents, Problems, Changes, IT Assets, and Knowledge and Reporting for their technology streams. Participants should have at least one year of experience with IT Support processes or one or more System Center products (Operations Manager, Configuration Manager).

Prerequisites

  • Experience performing activities with ITIL and MOF processes as an IT Analyst.
  • Experience as a user (not administrator) of System Center Configuration Manager 2007 and Operations Manager 2007 R2 features and functionality.
  • Experience as a user of Active Directory.
  • Experience with deployment, configuration, and troubleshooting Windows®-based computers as an IT Analyst.

Course outline

Module 1: Introduction to System Center Service Manager
Module Overview

This module provides an overview of the architecture of System Center Service Manager 2012 and the Microsoft and Partner solutions that extend the product’s functionality.

Lessons

System Center Service Manager Architecture and Complementary Solutions
Service Manager and IT Service Management Concepts and Terminology

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Outline System Center Service Manager 2012’s architecture.
Describe the Service Manager platform.
Describe the Service Manager components.
Outline Service Manager system requirements.
Define key Service Manager terminology.

Module 2: Tour of the Console and Self-Service Portal
Module Overview

This module walks participants through the Service Manager console and the self-service portal, demonstrates their functionality.

Lessons

Tour of the Service Manager Console
Tour of the Self-Service Portal

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe the layout and functionality of the Service Manager Console user interface and Library, Work Items, Configuration Items, Report elements that are used by IT Analysts in their work with SCSM.
Describe the layout and functionality of the Self-Service Portal.

Module 3: Request Fulfillment
Module Overview

This module walks through how to use the Request Fulfillment processes in System Center Service Manager 2012.

Lessons

Request Fulfillment Process Workflow
Using Request Fulfillment in System Center Service Manager

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe Service Request work items’ purpose including:
How service request work items can be classified
How request status is recorded and modified during its lifespan
Service request work item key date/time properties
How requests are assigned to analysts and associated with end users
How requests can relate to other work items and CIs
Service request-related built-in reports and analytics
Do Service Request work item operations in the Console
Navigate Service Request Fulfillment views in the console
Navigate the Service Request form
Create a new Service Request in the console
Approve and complete a Service Request using Activities
Cancel a Service Request
Close a Service Request.

Module 4: Incident Management
Module Overview

This module walks through how to use the Incident Management process in System Center Service Manager 2012. Includes Event Management content.

Lessons

Incident Management Process Workflow
Using Incident Management in System Center Service Manager

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe the process workflow for Incident Management.
Describe Service Request work items’ purpose including:
How service request work items can be classified
How request status is recorded and modified during its lifespan
Service request work item key date/time properties
How requests are assigned to analysts and associated with end users
How requests can relate to other work items and CIs
Service request-related built-in reports and analytics
Do Service Request work item operations in the Console
Navigate Service Request Fulfillment views in the console
Navigate the Service Request form
Create a new Service Request in the console
Approve and complete a Service Request using Activities
Approve and complete a Service Request using Activities
Cancel a Service Request
Close a Service Request.

Module 5: Service Management
Module Overview

This module walks through how to use the Service Level Management and Service Catalog features in System Center Service Manager 2012.

Lessons

The Service Catalog
Service Level Objectives (SLOs)

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Outline the purpose and parts of the Service Catalog.
Describe the purpose of the Service Catalog.
List component of the Service Catalog and describe how they relate.
Summarize the functionality of the Service Catalog.
Highlight the purpose and parts of Service Level Objectives (SLOs).

Module 6: Problem Management
Module Overview

This module walks through how to use the Problem Management processes in System Center Service Manager 2012.

Lessons

Outline the purpose and features of the Problem work item
Perform basic operations with Problem work items in the Service Manager Console

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe the process workflow for Change Management.
Use Change Management in System Center Service Manager 2012 to perform key IT Analyst tasks.

Module 7: Change Management
Module Overview

This module walks through how to use the Release Management processes in System Center Service Manager 2012.

Lessons

Change Management Process Workflow
Using Change Management in System Center Service Manager

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

List the purpose and describe the features of the Change Request work item:
How a change can be classified
How status is recorded and modified during a change’s lifespan
Key date/time properties
How to assign changes to analysts and associate them with end users
How to relate changes to other work items and CIs
Built-in reports and analytics
Do operations on Change Request work items in the Console
Navigate Change Management views and forms in the console
Approve and modify Change Requests
Suspend and resume a Change Requests
Complete and close a Change Request.

Module 8: Release Management
Module Overview

This module walks through how to use System Center Service Manager 2012 for management.

Lessons

Release Management Process Flow
Using Release Management in System Center Service Manager

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe the purpose and features of the Release Record work item.
How the release record can be classified.
How status is recorded and modified during a release’s lifespan.
Key date/time properties.
How to assign a release to analysts and associate it with end users.
How to relate a release to other work items and CIs.
Built-in reports and analytics.
Perform basic operations with the Release Record work item in the Service Manager Console.
Navigate the Release Management views and forms in the console.
Create a Release Record and link it to a Change Request.
Combine Release Records into parent-child groups.
Add or Remove Child records to Parent records.

Module 9: Activity Management
Module Overview

This module walks through how to use System Center Service Manager 2012 for activity management.

Lessons

Managing activities in the System Center Service Manager Console

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Summarize the purpose and features of Activity work items.
How activities can be classified.
How status is recorded and modified during their lifespan.
Key date/time properties.
How to assign activities o analysts.
How to relate activities to other work items and CIs.
Built-in reports and analytics.
Do basic operations with Activity work items in the Console.
Navigate the Activity Management views in the console.
Navigate the Activity forms.
Create new Activities within parent work items.
Edit and complete Activities.

Module 10: Summary and Wrap
Module Overview

This module summarizes key points for each topic in the course, identifies topic areas to focus on and review, and helps participants prepare to apply the concepts back on the job.

Lessons

Module summary

Lab Sessions

Lab sessions not available

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Describe and summarize the most important points for each module.

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