This course is intended for cloud and datacenter administrators who are new to System Center 2012 R2 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2012 R2 Service Manager.
Working knowledge of Windows Server 2008 R2 and Windows Server 2012.
Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
An understanding of the IT management processes that are included with ITIL and MOF.
After completing this course, students will be able to:
Describe Service Manager 2012 R2.
Install Service Manager 2012 R2.
Describe Service Manager usage cases.
Configure base settings in Service Manager 2012 R2.
Configure Incident and Problem Management.
Configure Activity, Change, and Release Management.
Configure and Manage Service Requests.
Automate business processes with Service Manager and Orchestrator.
Configure Service Level Management.
Customize The Self-Service Portal.
Use Reports and Analyze Data in Service Manager.
Perform advanced troubleshooting and disaster recovery in Service Manager.