Using Microsoft System Center Service Manager 2012 for IT Analysts

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).

• Explain the structure and components of SCSM architecture
• Outline Microsoft and Partner solutions that extend SCSM
• Define key SCSM and IT Service Management terminology
• List and describe the parts of the Service Manager console
• List and describe End User and IT Analyst portal capabilities
• Describe key SCSM concepts and process workflows
• Perform key IT Analyst tasks using SCSM including Incident, Problem, Change, Release Management

Module 1: Introduction to System Center Service Manager

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

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

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

Module 3: Request Fulfillment

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

Module 4: Incident Management

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

Module 5: Service Management

• The Service Catalog
• Service Level Objectives (SLOs)

Module 6: Problem Management

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

Module 7: Change Management

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

Module 8: Release Management

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

Module 9: Activity Management

• Managing activities in the System Center Service Manager Console

Module 10: Summary and Wrap

• 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.
  

• Before attending this course, students must have:
• 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