10965-IT Service Management with System Center Service
Course Details

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10965-IT Service Management with System Center Service

Category ID Duration Price
Microsoft System Center M10965 5 Day(s) $2,875.00
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In this course, learn how to deploy and configure System Center 2016 Service Manager, how to upgrade an existing Service Manager environment, and how to customize System Center 2016 Service Manager to be in line with corporate standards. Discover how Service Manager controls changes in the IT environment by configuring activity, change, and release management. You will also learn how to customize the Self-Service Portal as well as how to configure Reporting and Analysis.

This course incorporates materials from the Official Microsoft Learning Product 10965: IT Service Management with System Center Service Manager.


• Key features of System Center 2016 Service Manager
How Service Manager adopts best practices using ITIL® and Microsoft Operations Framework (MOF)
Architecting and implementing a System Center 2016 Service Manager deployment
Upgrading an existing Service Manager 2012 R2 environment to System Center 2016
Customizing System Center 2016 Service Manager to be in line with corporate standards
Configuring incident and problem management
Configuring activity, change, and release management
Configuring service requests
Configuring service level management
Customizing the self-service portal
Configuring reporting and analysis
How to troubleshoot Service Manager and perform disaster recovery
How to create customized Service Manager forms


Before attending this course, students must have:
• Familiarity with PC hardware and devices.
• Experience supporting Windows-based systems.
• Basic experience authoring and editing batch and script files.
• Experience reviewing Windows application and service logs.
• Experience configuring or supporting distributed application environments.
• Working knowledge of Windows Server 2008 operating system and network configuration.
• Working Knowledge of Active Directory.


Module 1: Overview of System Center 2012 Operations Manager
This module gives the student a high-level view of System Center 2012 Operations Manager. Students new to the value of SCOM will learn about its benefits. Students familiar with SCOM 2007 will also benefit with an introductory look at the changes manifested in SCOM 2012.
•Operations Manager Introduction and Basic Concepts
•What’s New in 2012 Operations Manager
•System Requirements

Module 2: Installing the 2012 Operations Manager Infrastructure
This module explains how Active Directory and SQL Server 2008 R2 integrate with and support System Center 2012 Operations Manager. In addition this module allows students the opportunity to plan deployment of SCOM and do a SCOM install in a virtual environment which simulates what is often seen in today’s enterprises.
•Active Directory Integration
•SQL Server Configuration
•Security Considerations
•Operations Manager Deployment Scenarios
•Installing Operations Manager 2012

Module 3: Navigating Operations Manager
This module introduces students to the System Center 2012 Operations Manager Console and Web Console. Each workspace will be accessed and students will see how changes in security settings affect the available workspaces and views. In addition the capabilities of the Web Console will be covered.
•Operations Manager Console Overview
•Customizing the Operations Manager Console
•Securing the Operations Manager Console
•Operations Manager Web Console Overview

Module 4: Global Management Group Settings and Notifications
This module covers the creation and value of Management Groups. In addition Resource Pools will be demonstrated as a way to provide for high availability. Applying Global Management Group settings and Management Server specific settings used to override Global settings can allow for more customized System Center 2012 Operations Manager deployments. Finally Notifications will be used to ensure that those information technology professionals tasked with maintaining the enterprise systems have real time access to anomalous conditions.
•Connected Management Groups and Management Services
•Configuring Global Management Group Settings
•Overriding Global Management Group Settings
•Creating Notifications

Module 5: Installing and Configuring Agents
This module explains the prerequisites for installing Agents on systems to be managed and the settings which allow Agents to report on and make changes to these systems. Students will learn about different methods for deploying Agents and the preferred methods based on different scenarios.
•Agent Installation Prerequisites
•Agent Installation Methods
•Managing Agent Settings

Module 6: Management Packs
This module explains how Management Packs can be used to more granularly monitor events throughout the organization. Learning to import, export and author of Management Packs will improve the student’s ability to fully utilize the capabilities of System Center 2012 Operations Manager.
•Management Pack Overview
•Pre-Installed Management Packs
•Importing and Exporting Management Packs
•Management Pack Authoring

Module 7: Operations Manager Monitoring
This module explains how to utilize System Center 2012 Operations Manager for its core purpose, monitoring systems. Unit monitors, aggregate rollup monitors and dependency rollup monitors will be covered. Also included are the many new network monitoring features.
•Monitoring Overview
•Types of Monitors
•Network Monitoring

Module 8: Monitoring without Agents
For systems which do not, or cannot have, agents installed, this module explains how to use Agentless Monitoring to gather basic information. For access to crash information and related Windows Error Reporting data students will work with Agentless Exception Monitoring.
•Agentless Monitoring
•Agentless Exception Monitoring

Module 9: Operations Manager Reporting
This module explains how to use SQL Reporting Services and System Center 2012 Operations Manager Reporting to create reports either on demand or in a scheduled approach.
•Installing SQL Reporting Services
•Installing Operations Manager Reporting
•Creating, Viewing and Customizing Reports

Module 10: Operations Manager Audit Collection Services
This module explains how Audit Collection Services allows for overall improvement in information security by gathering, filtering, analyzing and reporting on security log information from throughout the organization. The module also covers how ACS can be used in a non-homogeneous environment.
•Overview of ACS
•Installing and Configuring ACS
•Forwarders and Collectors
•ACS on non-Windows Systems (Unix/Linux)

Module 11: Synthetic Transactions
This module explains how Synthetic Transactions are used to check for reactions to changes in demand on system resources. Students will create Synthetic Transactions, associate Watcher Nodes and view response information.
•Synthetic Transactions Overview
•Creating Synthetic Transactions

Module 12: Distributed Applications
This module explains how to use the power of Distributed Applications to monitor not just a system, but rather all of the infrastructure components necessary for Line of Business applications to function reliably. Students will see a big picture view of how applications, systems and network devices work together to insure consistent behavior.
•Distributed Applications Overview
•Design and Creation of Distributed Applications

Module 13: Monitoring Complex Environments
This module explains how to use multihoming to allow systems to be managed by more than one Management Group. The benefits and potential issues related to multihoming will also be discussed. In addition the module covers how to gather information from other untrusted environments via Gateway Servers.
•Management Groups and Multihomed Agents
•Gateway Servers and Untrusted Environments

Module 14: Backup and Disaster Recovery
This module enables students to plan, perform and secure backups of System Center 2012 Operations Manager information. Database backups, although not necessarily directly backed up by System Center 2012 Operations Manager methods, will be touched upon. Finally students will learn best practices for recovery from SCOM failures.
•Backup Overview and Planning
•Configuring and Performing Backups
•Recovery Planning

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