Microsoft IT Service Management with System Center Service Manager - Slechts 3 dagen
Zeven redenen waarom u met uw System Center 2016 Service Manager cursus voor Firebrand Training moet kiezen
Bekijk deze video en zie waarom je met Firebrand geld en tijd bespaart
- U zult in slechts 3 dagen System Center 2016 Service Manager gecertificeerd zijn. Met ons bent u in recordtijd System Center 2016 Service Manager getraind
- Onze System Center 2016 Service Manager cursus is all-inclusive. Een eenmalige contributie bekostigt alle cursusmaterialen, accommodaties en maaltijden.
- Slaag de eerste keer voor System Center 2016 Service Manager of volg de training nogmaals. Dit is onze garantie. Wij zijn er zeker van dat u de eerste keer zult slagen voor uw System Center 2016 Service Manager cursus. Mocht dit niet het geval zijn, dan kunt u binnen het jaar terugkomen en enkel voor de accommodatie en examens te betalen. De rest is gratis
- U zult meer System Center 2016 Service Manager leren. Een dag met een traditionele training aanbieder duurt over het algemeen van 9 uur 's ochtends tot 17 uur in de middag, met een lange lunchpauze. Met Firebrand Training kunt u rekenen op minstens 12 uur leren per dag met uw instructeur
- U zult System Center 2016 Service Manager snellerde theorie beheersen. De kans bestaat dat u een andere manier van leren heeft dan uw omgeving. Wij combineren visuele, auditieve en tastbare leerstijlen, dit zorgt voor een snellere en eenvoudigere manier van leren
- U zult System Center 2016 Service Manager studeren met de beste. We hebben het Q-For kwaliteit label, dat onze standaarden en professionaliteit in de training markt erkent. Naast het winnen van nog vele andere prijzen, hebben we inmiddels 65.217 professionals getraind en gecertificeerd en we zijn partners met alle grote namen in deze tak van het bedrijfsleven
- U zult meer doen dan alleen System Center 2016 Service Manager de cursusstof bestuderen. We maken gebruik van laboratoria, case-studies en oefentests, om ervoor te zorgen dat u uw nieuwe kennis in uw werkomgeving kan toepassen. Onze instructeurs gebruiken demonstraties en hun eigen ervaringen om de dag interessant en boeiend te houden
Denk jij klaar te zijn voor deze opleiding? Doe een GRATIS oefentest om je kennis te testen!
Wanneer wilt u deelnemen aan een versnelde opleiding?
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Start datum |
Eind datum |
Status |
Locatie |
Nu boeken |
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21/8/2017 (Maandag) |
23/8/2017 (Woensdag) |
Beëindigde cursus |
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5/2/2018 (Maandag) |
7/2/2018 (Woensdag) |
Beperkte beschikbaarheid |
Landelijk |
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19/3/2018 (Maandag) |
21/3/2018 (Woensdag) |
Open |
Landelijk |
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30/4/2018 (Maandag) |
2/5/2018 (Woensdag) |
Open |
Landelijk |
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11/6/2018 (Maandag) |
13/6/2018 (Woensdag) |
Open |
Landelijk |
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Wereldwijd heeft Firebrand in haar 10-jarig bestaan al 65.217 studenten opgeleid! We hebben ze allemaal gevraagd onze versnelde opleidingen te evalueren. De laatste keer dat we onze resultaten analyseerden, bleek 96.56% ons te beoordelen als ‘boven verwachting’
"This is the third course I have done with Firebrand, and the first I have done in Europe. The instructor standards do not change, the Firebrand ethos remains the same and the package as a whole is very good, wherever you take a course."
Matthew Chamberlain, Chamberlain & Co. - Microsoft MCSE: Cloud Platform and Infrastructure (Azure) (9 Dagen) (10/7/2017 t/m 18/7/2017)
"Excellent trainer and good location but very high paced."
D.vR.. - Microsoft Specialist: Architecting Microsoft Azure Solutions (2 Dagen) (17/7/2017 t/m 18/7/2017)
"Zeer veel informatie, maar wel deskundig en duidelijke uitleg!"
Henk Schinkel, geen. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (23/11/2015 t/m 1/12/2015)
"Fijne accomodatie en eten.
Zeer ervaren en professionele docent"
Anoniem - Microsoft MCSA: Office 365 (5 Dagen) (26/11/2015 t/m 29/11/2015)
"Prima opleiding
geweldige kundige docent
uitstekende locatie"
Anoniem - Microsoft MCSA: Office 365 (5 Dagen) (26/11/2015 t/m 29/11/2015)
"You will learn a great deal with Firebrand and have every good chance in passing your chosen exams. Its a very unique experience.
"
Anoniem - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (2/11/2015 t/m 7/11/2015)
"Fast Good learning!"
Anoniem - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (2/11/2015 t/m 7/11/2015)
"The instructor was very thorough and professional.
He made the course very understandable.
I was very impressed with his teaching methods and presentations.
Firebrand is the best."
Anoniem - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (2/11/2015 t/m 7/11/2015)
"Great Instructor, much details and good stories from the IT Field. This is for me a drive to continue my IT career and learn more."
Anoniem - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (2/11/2015 t/m 7/11/2015)
"Very good way to pass certification if you're able to study and assimilate new knowledges quickly.
"
Anoniem - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (2/11/2015 t/m 7/11/2015)
"Awesome! Great teacher with endless patience!! :)"
Anoniem - Microsoft Querying SQL Server (4 Dagen) (2/11/2015 t/m 5/11/2015)
"Efficient learning with the experience and qualified instructor.
Highly recommended!"
Anoniem - Microsoft Querying SQL Server (4 Dagen) (2/11/2015 t/m 5/11/2015)
"Continue the way you are!"
Anoniem - Microsoft Querying SQL Server (4 Dagen) (2/11/2015 t/m 5/11/2015)
"Middelen om de trainingen te volgen zijn uitstekend."
Anoniem, HCG Hoedt - Microsoft Specialist: Implementing Microsoft Azure Infrastructure Solutions (3 Dagen) (16/10/2015 t/m 18/10/2015)
"Firebrand biedt een mooie geisoleerde omgeving, waarin je, gemotiveerd door een vakbekwame en gedreven docent, met medecursisten dag (en nacht) bezig kunt zijn met slechts een ding voor ogen: de cursusinhoud.
Hoewel zeker vermoeiend, vind ik de cursussen van Firebrand absoluut de moeite waard in het traject van verkrijgen van vakgerichte kennis en certificering."
Anoniem, erwinbeelen.com - Microsoft Specialist: Implementing Microsoft Azure Infrastructure Solutions (3 Dagen) (16/10/2015 t/m 18/10/2015)
"Really enjoyable and very hard experience.
Trainer made the course fun to do."
Anoniem - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (19/9/2015 t/m 27/9/2015)
"Get more in less time"
Anoniem - Microsoft MCSD: SharePoint Applications (12 Dagen) (28/4/2014 t/m 9/5/2014)
"This course was realy good; you lose no time, an efficient way of work"
Philippe De Groote , saphico. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (27/10/2013 t/m 3/11/2013)
"8 Days course which also includes two weekends. Our trainer made it an experience I didn't want to miss!"
Sybrand Hartman, Tata Steel. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (27/10/2013 t/m 3/11/2013)
"Een zeer postitieve ervaring, alles is goed geregeld en de trainer was altijd bereid je vragen te beantwoorden. Je leeft hier echt voor de cursus dwz je staat er mee op en tijdens ontbijt begint het al en je stopt pas als je ogen dicht gaan bij het slapen. Zeer goede manier om kennis op te doen. Veel theorie maar ook wel Hands On!"
CG, Veiligheidsregio Kennemerland. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (9/6/2013 t/m 16/6/2013)
"Thuis studeren had me twee keer zoveel tijd gekost. Op de cursus kon ik me erg goed concentreren op de stof en zo ook mijn certificaten behalen in een zeer korte tijd."
Marc van Berkel, Linfosys. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (9/6/2013 t/m 16/6/2013)
"Prima docent, fijne locatie, maar erg intensief."
MV. - Microsoft MCSE: SharePoint 2013 (6 Dagen) (10/6/2013 t/m 15/6/2013)
"Its always great to be busy with SharePoint for a full week. All my goals are completed and got a very good understanding, learned a lot and cannot wait to start using this best practices in my daily work. Very good teacher with a lot of experience, from different kind of businesses."
Anoniem - Microsoft MCSE: SharePoint 2013 (6 Dagen) (10/6/2013 t/m 15/6/2013)
"Tsunami van informatie en leerstof komt over je heen. Voorbereiden op het assimileren, zeg maar opslorpen, van al deze kennis is een vereiste indien het lang geleden is dat je op de schoolbanken zat. Maar het is een reuze ervaring. Een belevenis en je honger wordt gestild."
Anoniem, VSOA Defensie - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (7/4/2013 t/m 14/4/2013)
"- Tempo ligt erg hoog, de zaterdagavond (niet inbegrepen bij de 8 dagen) is dan ook zeer nodig.
- Kom met genoeg kennis!
- Kom met een goede motivatie!"
Rob de Haan, Van Dam ICT. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (7/4/2013 t/m 14/4/2013)
"Great teacher, learned a lot and had a good team!
Really good way of learning."
Marloes Rutten, SplitVision. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (20/1/2013 t/m 27/1/2013)
"Het is niet gemakkelijk, je krijgt erg veel informatie tegelijk maar met de juiste instelling is het zeker te doen. De MCSA 2012 cursus is zeer de moeite waard en ik kan deze methode en de accomodatie zeker aanbevelen!"
Marc Willemsen, EIC BV. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (20/1/2013 t/m 27/1/2013)
"Goede en krachtige training!"
Chris Carremans, EASI / Appligen. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (4/11/2012 t/m 11/11/2012)
"Je moet met de juiste instelling naar de training komen. Je moet na de lesuren, nog willen studeren, en dat maakt het kei-hard, want "Alle beetjes helpen" Jezelf kalmeren doe je met deze zin: "2nd shot" Superbekwame instructor. Combineert hard studeren met hard lachen. Goede situatievoorbeelden helpen enorm."
Antonio Vanhove. - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (4/11/2012 t/m 11/11/2012)
"Je heb wel vooraf een fundament van kennis nodig. Het is heel intensief, 13 uur per dag 13 dagen lang.
De trainer was uitstekend."
Anoniem - Microsoft MCSA: Windows Server 2008 & MCITP Enterprise Administrator (13 Dagen) (9/9/2012 t/m 21/9/2012)
"Its hardwork and long days but you will be prepared for the exam. This way learning is an experience."
René Beije. - Microsoft MCSA: Windows Server 2008 & MCITP Enterprise Administrator (13 Dagen) (8/7/2012 t/m 20/7/2012)
"Resultaten behaal je door zelf te ondernemen en kansen te pakken. Ervoor gaan betekent inspannen tot het uiterste. Niet wegschrikken voor zeven dagen intensief studeren. Mij ligt dit concept goed. Ik hou ervan om in korte tijd resultaat te zien in plaats van een jaar te moeten doen over een cursus en daar wekelijks mijn tijd voor vrij te maken."
Tristan Jager. - Microsoft MCSA: Windows Server 2008 & MCITP Enterprise Administrator (13 Dagen) (8/7/2012 t/m 20/7/2012)
"Perfecte training, perfecte docent, perfecte locatie in de benelux. Vriendelijke medewerkers. Veel studie, maar dat is ook de bedoeling :)"
Jesper Plass, Ploegam BV. - Microsoft MCSA: Windows Server 2008 & MCITP Enterprise Administrator (13 Dagen) (8/7/2012 t/m 20/7/2012)
"Training is voor doorzetters, heeft een strakke planning en zit vol met tip & trucs om te dealen met de Microsoft examens. Als je nog geen ervaring hebt met een bootcamp, kun je hier alles ervaren ..."
Jan Blom, ICT First. - Microsoft MCSA: Windows Server 2008 (8 Dagen) (8/7/2012 t/m 15/7/2012)
"Uitstekend concept en zeer goede trainer, maar héél zwaar!"
Robert Kriekaard, KBS Bedrijfsondersteuning. - Microsoft MCSA: Windows Server 2008 (8 Dagen) (8/7/2012 t/m 15/7/2012)
"Ik heb nog nooit iemand zien met zo veel kennis van Microsoft (en dat is nog niet eens het enigewaar in hij les geeft). De manier van les geven is heel goed. Beste instructeur ooit! In 7 dagen tijd meer geleerd dan 1 jaar op school."
Freddy Jeurissen, nvt. - Microsoft MCSA: Windows Server 2008 & MCITP Enterprise Administrator (13 Dagen) (8/7/2012 t/m 20/7/2012)
"De intensieve training, maakt het een bijzondere en zeer leerzame ervaring. Door alle tijd die je in een dag kunt krijgen met een onderwerp bezig te zijn is de kennisoverdracht enorm. Zeer ervaren trainer die de lesstof perfect beheerst en kan aanvullen met praktijk ervaring en daarnaast ook zeer aangenaam mens is maakt de ervaring onvergetelijk."
Pieter Borst. - Microsoft MCTS / MCPD SharePoint 2010 Developer (7 Dagen) (10/10/2011 t/m 16/10/2011)
"Voor het eerst heb ik een cursus mogen volgen. Gelukkig voor mij is dit gebeurd onder de Firebrand vlag. 7 zeer intensieve dagen met aan het eind het gevoel dat je echt iets geleerd hebt. De instructeur heeft veel moeite gestopt in het aantrekkelijk maken van de slides + persoonlijke aanpassingen hierdoor is de ervaring uitermate positief."
Ronald van Meer. - Microsoft MCTS / MCPD SharePoint 2010 Developer (7 Dagen) (10/10/2011 t/m 16/10/2011)
"A 9 day sprint through all things Azure with a focus on getting through the MSCE exams for architecting and developing cloud solutions. The long days paid off. Comfortable accommodation with knowledgeable and attentive staff."
Graham Morgan, Spatial Consultants Ltd. - Microsoft MCSE: Cloud Platform and Infrastructure (Azure) (9 Dagen) (10/7/2017 t/m 18/7/2017)
"We had Phil Anderson, a very nice and intelligent man.
He had to put through a lot of information. I did not take the exam at the end of the week, because I am a person who needs more time to process information. The course was structured and well done by Phil. I would recommend him as a trainer. Teacher gets a 9. The facilities of the training were good. Everything was prepared before the training, so it had an easy start.
"
Danny van Oijen, Havenziekenhuis. - Microsoft MCSA: Windows 10 (6 Dagen) (13/3/2017 t/m 18/3/2017)
"Intense study with a great instructor and awesome co-students."
Martin Petersen, Silvaco A/S. - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (25/1/2016 t/m 30/1/2016)
"Fast and Furious but great content delivered by a great instructor. Accelerated Learning can be challenging but 3 certificates in a week speaks for itself. I can go back to work and apply lots of the things I have learned straightaway. Training centre and environment were great, created a nice learning environment and the camaraderie between course members was great."
Sam Hanson, Ace Container Services. - Microsoft MTA Networking, Security & Windows Server Administration (6 Dagen) (25/1/2016 t/m 30/1/2016)
"I thought it would be almost impossible to become SQL Server MCSA in 9 days, its normally 3 weeks of courses plus 3 exam days, but after very hard work I succeeded. Thanks a lot Firebrand and the instructor for that!"
Joakim Ronnberg, Council of the European Union. - Microsoft MCSA: SQL Server (9 Dagen) (13/10/2014 t/m 21/10/2014)
"Firebrand : The fastest way to learn. Great team and very helpful."
Anoniem - Microsoft MCSA: Windows Server 2012 R2 (9 Dagen) (9/6/2013 t/m 16/6/2013)
"Great teacher, extremely skilled, great personality. "
Steven Pringels , Syncrogenics. - Microsoft Dynamics AX 2012 Development - Advanced (4 Dagen) (15/12/2011 t/m 18/12/2011)
"Had a good experience with firebrand Training. It was hard but was produce well by my lecturer which gave us a better chance of taking in the information and learning it for the exam. Must be prepared for very long days and very short nights but apart from that all was good and accommodation in executive suite was nice, clean and sanitary."
Jack Pollinger, Lockheed martin. - Microsoft MCSA: Windows 10 (6 Dagen) (23/10/2017 t/m 28/10/2017)
"Having studied at firebrand previously I was eager to return for the MCSA Server 2016 course. The learning environment and proximity of hotel at the Wyboston site suited me well.
If you never find time to study at work or in your personal time then firebrand provide the perfect environment for both learning and passing exams, and all without taking too much time away from work."
Anoniem - Microsoft MCSA: Windows Server 2016 (11 Dagen) (12/10/2017 t/m 22/10/2017)
"A fantastic course with a great instructor. Worth every penny."
Daniel De La Flor. - Microsoft MCSA: Windows Server 2016 (11 Dagen) (12/10/2017 t/m 22/10/2017)
"Intense and knowledge filled, but the rewards are worth it."
Anoniem - Microsoft MCSA: Office 365 (5 Dagen) (16/10/2017 t/m 20/10/2017)
"If you are capable of keeping up with intense training you will definitely be qualified by the end of your course!"
Ben Gerrard, Fourteen IP. - Microsoft Windows Server 2016 - Installation, Storage and Compute (4 Dagen) (12/10/2017 t/m 15/10/2017)
On this accelerated 3-day IT Service Management with System Center Service Manager course, you'll learn how to deploy, configure and operate System Center 2016 Service Manager in your cloud or data centre.
Your course is 40% faster than traditional training. Meaning you'll spend less days out the office, so you can apply your new skills sooner.
Your Microsoft Certified Trainer will use our Lecuture | Lab | Review techinique to help you build and retain information, faster. Combined with hands-on labs, you'll be immersed in you System Center 2016 training, developing the practical skills to:
- Upgrade existing Service Manager 2012 R2 environments to System Center 2016
- Architect and implement a System Center 2016 Service Manager deployment
- Customise Service Manager to align to corporate standards
- Use Reports and Analyse Data in Service Manager
- Perform advanced troubleshooting and disaster recovery in Service Manager
You'll have access to the latest Microsoft Official curriculum, as we're a Microsoft Gold Partner, ensuring the knowledge aligns to the latest technology.
This course is ideal for you if you'r a cloud or datacentre administrator responsible for deploying, configuring and operating System Center 2016 Service Manager. Or, if you're new and looking to build your System Center 2016 Service Manager skills.
Belangstelling? Zie onze prijzen of bel ons op (0)2 234 77 05
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De Software Assurance Training Vouchers (SATV) van Microsoft geven u misschien wel recht op een opleiding met flinke korting. Heeft uw onderneming software van Microsoft gekocht? Kijk dan of het gebundeld kan worden met de vouchers voor gratis opleiding! Vouchers kunnen ingewisseld worden voor opleidingen voor alle Microsoft technologieën. Weet u niet zeker of dit voor u geldt, neem dan contact met ons op.De Software Assurance Training Vouchers (SATV) van Microsoft geven u misschien wel recht op een opleiding met flinke korting. Heeft uw onderneming software van Microsoft gekocht? Kijk dan of het gebundeld kan worden met de vouchers voor gratis opleiding! Vouchers kunnen ingewisseld worden voor opleidingen voor alle Microsoft technologieën. Weet u niet zeker of dit voor u geldt, neem dan contact met ons op.
Belangstelling? Zie onze prijzen of bel ons op (0)2 234 77 05
Course 10965D: IT Service Management with System Center Service Manager
Module 1: Service Management Overview
In this module, you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2016 Service Manager can be used to implement them in your organisation. You will also learn some of the key business drivers behind IT Service Management.
Lessons
- Business Drivers behind IT Service Management.
- Introduction to Microsoft System Center 2016.
- System Center 2016 Service Manager Overview and Key Features.
- Adopting ITIL/ MOF Best Practices with Service Manager.
- Aligning IT Service Management Requirements to Service Manager.
After completing this module, students will be able to:
- Describe the business drivers behind IT Service Management.
- Describe, at a high-level, System Center 2016.
- Describe, at a high level, System Center 2016 Service Manager.
- Describe how Service Manager adopts best practices found in ITIL and MOF.
Module 2: Installing System Center 2016 Service Manager
In this module, you will learn about the key components and architecture of Service Manager, including the hardware and software requirements. You will also learn about the security requirements and considerations that should be taken into account before, during and after deploying Service Manager.
Lessons
- System Center 2016 Service Manager Architecture and Core Components.
- Hardware, Software and Security Requirements.
- Planning and Sizing a System Center 2016 Service Manager Deployment.
- Installing System Center 2016 Service Manager.
- Installing and Configuring the Service Manager Self-Service Portal.
- Overview of the Service Manager Console.
- Upgrading to System Center 2016 Service Manager.
Lab: Installing System Center 2016 Service Manager
- Installing the Service Manager Management Group.
- Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
- Installing the Service Manager Self-Service Portal and confirming a successful installation.
- Customising the Self-Service Portal.
Lab: Upgrading to System Center 2016 Service Manager
- Backing up the Service Manager 2012 R2 environment.
- Upgrading Service Manager 2012 R2 to System Center 2016 Service Manager.
After completing this module, students will be able to:
- Describe System Center 2016 Service Manager architecture and core components.
- Describe the Hardware, Software and Security requirements of System Center 2016 Service manager.
- Plan and size a System Center 2016 deployment.
- Install System Center 2016 Service Manager.
- Install and configure the Service Manager Self-Service Portal.
- Use the Service Manager Console to confirm a successful deployment.
- Upgrade Service Manager 2012 R2 to System Center 2016 Service Manager.
Module 3: Key Concepts and Features
In this module, you will learn many of the key features and concepts that will help you understand how to configure important functions in Service Manager.
Lessons
- Overview of Management Packs.
- Overview of the Service Manager CMDB.
- Managing Activities.
- Managing Workflows.
- Managing Templates.
- Security and User Roles.
Lab: Configuring Service Manager for StockTrader and DinnerNow
- Create a Management Pack, Work Item Templates and Configuration Items for DinnerNow.
- Create a Management Pack, Work Item Templates and Configuration Items for StockTrader.
After completing this module, students will be able to:
- Understand Management Packs.
- Describe the Service Manager CMDB.
- Manage Activities.
- Manage Workflows.
- Manage Templates.
- Manage Security and User Roles.
Module 4: Configuring Service Manager for Your Environment
In this module, you will learn some of the key configuration tasks that should be performed in Service Manager in order to customise it for your environment.
Lessons
- System Center 2016 Service Manager Initial Configuration.
- Configuring Business Services.
- Configuring Access for your Support Teams.
- Configuring Notifications.
Lab: Configuring Service Manager For Your Environment
- Configuring Service Manager Settings.
- Configuring Business Services.
- Provisioning access for the DinnerNow and StockTrader support teams.
- Configuring Notifications.
After completing this module, students will be able to:
- Perform initial configuration tasks in Service Manager.
- Configure Business Services.
- Configure Access for your support teams.
- Configure Notifications.
Module 5: Populating the Service Manager CMDB using Connectors
Connectors in Service Manager provide a key function in populating the Service Manager CMDB. For example, the Operations Manager CI Connector imports discovered objects such as web sites and databases into Service Manger so that they can be added to work items such as Incidents and Change Requests.
Lessons
- Integrating Service Manager with Active Directory and other System Center Components.
- Integrating Service Manager with Exchange.
Lab: Configuring Connectors in Service Manager
- Configure System Center Connectors.
- Configure the Exchange Connector.
After completing this module, students will be able to:
- Configure the Active Directory and System Center Connectors in Service Manager.
- Install and configure the Exchange Connector in Service Manager.
Module 6: Managing Incidents and Problems
In this module, you will learn how to differentiate an issue that occurs in the IT environment between an incident and a problem. You will also learn how to configure incidents and problems, which includes creating templates that can be used to auto-populate Incident forms.
Lessons
- 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
- Create an Incident using the Service Manager console.
- Using Incident Templates.
- Configuring an Incident Event Workflow to automatically update an Incident.
- Group Incidents and create a Problem Record.
- Creating Queues and Views to Filter Incidents.
After completing this module, students will be able to:
- Describe the definition of an Incident and a Problem.
- Manage incidents.
- Manage problems.
- Use queues and views with incidents and problems.
Module 7: Managing Changes and Releases
In this module, you will learn how Service Manager manages changes in the IT environment by using Change Requests. This includes creating and managing Activities such as Review Activities that are used to approve or reject changes. You will also learn how Release Records are used to group, schedule and develop approved changes.
Lessons
- Managing Change Requests.
- Managing Release Records.
Lab: Configuring Change and Release Management
- Create a Change Request with Review and Dependent Activities.
- Create a Release Record to manage changes.
- Configuring a Release Record Workflow Rule for Notification.
After completing this module, students will be able to:
- Manage Change Requests in Service Manager.
- Manage Release Records in Service Manager.
Module 8: Configuring and Managing the Service Catalog
In this module, you will learn all aspects of Service Request fulfillment within Service Manager with the exception of Service Level Management which is covered in module 10.
Lessons
- The Service Catalog, Request Offerings and Service Offerings.
- Managing Service Requests and Catalog Groups.
- The Self-Service Portal.
Lab: Configuring Service Requests
- Create the Contoso Request Offering.
- Test the Contoso Request Offering.
- Create the StockTrader Request Offering.
- Test the StockTrader Request Offering.
After completing this module, students will be able to:
- Describe the Service Catalog, Request Offerings and Service Offerings.
- Manage Service Requests and Catalog Groups.
- Use the Self-Service Portal.
Module 9: Automating Business Processes with Orchestrator
In this module, you will learn how Orchestrator and Service Manager can be used to automate business processes.Lessons
- 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.
Lab: Automating IT Processes in Service Manager
- Automating a Request Offering for Contoso.
- Automating a Service Request for StockTrader.
After completing this module, students will be able to:
- Describe Orchestrator including its key features and components.
- Configure Runbooks in Orchestrator.
- Configure integration between Orchestrator and Service Manager.
- Create a Request Offering in Service Manager that initiates a Runbook in Service Manager.
Module 10: Configuring Service Level Management
In this module, you will learn how Service Level Management is implemented in Service Manager.
Lessons
- Configuring Service Level Management.
- Viewing Service Level Agreement (SLA) Information in Service Manager.
Lab: Configuring Service Level Management
- Create a Service Level Objective for an Incident SLA.
- Create a Service Level Objective for a Service Request SLA.
- Configure SLA Notifications.
After completing this module, students will be able to:
- Configure Service Level Management.
- View SLA information in Service Manager.
Module 11: Using Reports and Analysing Data in Service Manager
In this module, you will learn how to run reports in Service Manager, including how to manage and maintain the data warehouse jobs and cubes on which reports rely on. Additionally, you will learn how to perform advanced analytics on cube data by using Excel and SharePoint.
Lessons
- Running Reports in System Center 2016 Service Manager.
- Configuring and Running Data Warehouse Jobs.
- Troubleshooting Failed Data Warehouse Jobs.
- Data Warehouse Cubes.
Lab: Configuring Reports and Analysing Service Manager Data
- Configuring, Running, and Exporting Reports.
- Creating a Custom Report.
- Configuring Data Warehouse Job Schedules.
- Viewing the Status of Data Warehouse Jobs.
- Managing the Analysis Library.
- Analysing Cube Data.
After completing this module, students will be able to:
- Describe how to run reports in Service Manager.
- Describe how to configure and run data warehouse jobs.
- Describe how to troubleshoot data warehouse jobs.
- Describe the data warehouse cubes in Service Manager.
Module 12: Advanced Troubleshooting and Disaster Recovery
In this module, you will learn some of the advanced troubleshooting techniques used to resolve problems in Service Manager. You will also learn how to perform disaster recovery for failed Service Manager components, such as the Service Manager databases.
Lessons
- Performing Advanced Troubleshooting in Service Manager.
- Performing Disaster Recovery in Service Manager.
Lab: Performing Disaster Recovery in Service Manager
- Recovering from a failed Service Manager Management Server.
- Recovering from a failed Service Manager Data Warehouse Management Server.
- Recovering from a failed Service Manager database.
After completing this module, students will be able to:
- Perform advanced troubleshooting in Service Manager.
- Perform disaster recovery in Service Manager.
Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool
In this final module, you will learn how to use the Service Manager Authoring Tool to create new and customised forms in Service Manager.
Lessons
- Key Concepts in Creating and Customising Forms in the Service Manager Authoring Tool.
- Creating New and Customised Forms by Using the Service Manager Authoring Tool.
Lab: Creating Customised Forms by Using the Authoring Tool
- Extending the Incident Class.
- Customising the Default Incident Form.
- Seal the Management Pack.
- Import the Management Pack and use the updated Incident form.
After completing this module, students will be able to:
- Describe the key concepts in creating customised forms in Service Manager.
- Create a customised form using the Authoring Tool.
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Included on the course:
MOC 10965D: IT Service Management with System Center Service Manager
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Before attending the course, it is recommended you have an understanding of:
- Windows Server 2012 R2 and Windows Server 2016.
- SQL Server 2012 and SQL Server 2014.
- IT management processes that are included in ITIL and MOF.
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