1 – Service Management Overview
- 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.
2 – Installing System Center 2016 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
- Lab: Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager
3 – Key Concepts and Features
- 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
4 – Configuring Service Manager for Your Environment
- System Center 2016 Service Manager Initial Configuration.
- Configuring Business Services.
- Configuring Access for your Support Teams.
- Configuring Notifications.
- Lab: Configuring Service Manager For Your Environment
5 – Populating the Service Manager CMDB using Connectors
- Integrating Service Manager with Active Directory and other Components.
- Integrating Service Manager with Exchange.
- Lab: Configuring Connectors in Service Manager
6 – Managing Incidents and Problems
- 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
7 – Managing Changes and Releases
- Managing Change Requests.
- Managing Release Records.
- Lab: Configuring Change and Release Management
8 – Configuring and Managing the Service Catalog
- The Service Catalog, Request Offerings and Service Offerings.
- Managing Service Requests and Catalog Groups.
- The Self-Service Portal.
- Lab: Configuring Service Requests
9 – Automating Business Processes with Orchestrator
- Overview of Orchestrator.
- Configuring Runbooks in Orchestrator.
- Configuring Integration between Orchestrator and Service Manager.
- Creating a Request Offering in SM to Initiate a Runbook in Orchestrator.
- Lab: Automating IT Processes in Service Manager
10 – Configuring Service Level Management
- Configuring Service Level Management.
- Viewing Service Level Agreement (SLA) Information in Service Manager.
- Lab: Configuring Service Level Management
11 – Using Reports and Analyzing Data in Service Manager
- Running Reports in System Center 2016 Service Manager.
- Configuring and Running Data Warehouse Jobs.
- Troubleshooting Failed Data Warehouse Jobs.
- Data Warehouse Cubes.
- Lab: Configuring Reports and Analyzing Service Manager Data
12 – Advanced Troubleshooting and Disaster Recovery
- Performing Advanced Troubleshooting in Service Manager.
- Performing Disaster Recovery in Service Manager.
- Lab: Performing Disaster Recovery in Service Manager
13 – Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
- 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.
- Lab: Creating Customized Forms by Using the Authoring Tool
