Esquema Detallado del Curso
Module 1: Service Management Overview
- Business Drivers Behind IT Service Management
- Introduction to Microsoft System Center 2012 R2
- System Center 2012 R2 Service Manager Overview and Key Features
- Adopting ITIL/MOF Best Practices with Service Manager
- Aligning IT Service Management Requirements to Service Manager
Module 2: Installing System Center 2012 R2 Service Manager
- System Center 2012 R2 Service Manager Architecture and Core Components
- Hardware, Software and Security Requirements
- Planning and Sizing a System Center 2012 R2 Service Manager Deployment
- Installing System Center 2012 R2 Service Manager
- Installing and Configuring the Service Manager Self-Service Portal
- Overview of the Service Manager Console
- Upgrading to System Center 2012 Service Manager
Module 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
Module 4: Configuring Service Manager For Your Environment
- System Center 2012 R2 Service Manager Initial Configuration
- Configuring Business Services
- Configuring Access for your Support Teams
- Configuring Notifications
Module 5: Integrating Service Manager with the Hybrid Cloud
- Integrating Service Manager with Active Directory and other System Center Components
- Integrating Service Manager with Exchange
Module 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
Module 7: Managing Changes and Releases
- Managing Change Requests
- Managing Release Records
Module 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
Module 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 Service Manager to Initiate a Runbook in Orchestrator
Module 10: Configuring Service Level Management
- Configuring Service Level Management
- Viewing Service Level Agreement (SLA) Information in Service Manager
Module 11: Using Reports and Analyzing Data in Service Manager
- Running Reports in System Center 2012 R2 Service Manager
- Configuring and Running Data Warehouse Jobs
- Troubleshooting failed Data Warehouse Jobs
- Data Warehouse Cubes
Module 12: Advanced Troubleshooting and Disaster Recovery
- 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
- 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
Labs:
- Install System Center 2012 R2 Service Manager
- Upgrade to System Center 2012 Service Manager
- Configure Service Manager for StockTrader and DinnerNow
- Configure Service Manager for Your Environment
- Configure Connectors in Service Manager
- Configure Incident and Problem Management
- Configure Change and Release Management
- Configure Service Requests
- Automate IT Processes in Service Manager
- Configure Service Level Management
- Configure Reports and Analyzing Service Manager Data
- Perform Disaster Recovery in Service Manager
- Create Customized Forms by Using the Authoring Tool