| Lesson 1: Service Management Overview |
Introduction to Microsoft System Center 2012
System Center 2012 SP1 Service Manager Overview and key features
ITIL & MOF Service Management
Adopting ITIL/MOF Best Practices with Service Manager
Lab : Exploring the Service Manager Console |
| Lesson 2: Installing System Center 2012 SP1 Service Manager |
System Center 2012 SP1 Service Manager Architecture and Core Components
Hardware and Software Requirements
Security Requirements
Installing System Center 2012 SP1 Service Manager
Upgrading to System Center 2012 Service Manager
Lab : Installing System Center 2012 SP1 Service Manager
Lab : Upgrading to System Center 2012 Service Manager |
| Lesson 3: Configuring base settings in Service Manager |
System Center 2012 SP1 Service Manager Base Configuration
Configuring Notifications
Integrating System Center 2012 SP1 Service Manager using Connectors
Configuring the Exchange Connector
Configuring Business Services
Lab : Configuring System Center 2012 SP1 Service Manager |
| Lesson 4: Configuring Incident and Problem Management |
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 |
| Lesson 5: Configuring Activity, Change and Release Management |
Managing Activities in Service Manager
Configuring Change Management
Configuring Release Management
Lab : Configuring Change and Release Management |
| Lesson 6: Configuring and Managing Service Requests |
The Service Catalog, Request Offerings and Service Offerings
Managing Service Requests and Catalog Groups
The Self-Service Portal
Datacenter Resource Provisioning with the Cloud Services Process Pack
Lab : Configuring Service Requests |
| Lesson 7: Configuring Service Level Management |
Configuring Service Level Management
Viewing SLA information in Service Manager
Lab : Configuring Service Level Management |
| Lesson 8: Customizing the Self-Service Portal |
Components of the Self-Service Portal
Customizing the Self-Service Portal
Lab : Customizing the Self-Service Portal |
| Lesson 9: Using Reports and Analyzing Data in Service Manager |
Running Reports in System Center 2012 SP1 Service Manager
Configuring and Running Data Warehouse Jobs
Troubleshooting failed Data Warehouse Jobs
Data Warehouse Cubes
Lab : Configuring Reports and Analyzing Service Manager Data |
| Lesson 10: Configuring Compliance with the Process Pack for IT GRC |
Overview of the Process Pack for IT GRC
Installing the Process Pack for IT GRC
Creating a Control Management Program
Managing a Control Management Program
Lab : Installing and Configuring the Process Pack for IT GRC |
