OD10965: MoD 10965: IT Service Management with System Center Service Manager (On Demand)

*1  exkl. 19% MwSt. / *2  inkl. 19% MwSt.

This Online-Training covers the following topics:

  • 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
  • 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
  • Overview of Management Packs
  • Overview of the Service Manager CMDB
  • Managing Activities
  • Managing Workflows
  • Managing Templates
  • Security and User Roles
  • System Center 2012 R2 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for your Support Teams
  • Configuring Notifications
  • Integrating Service Manager with Active Directory and other System Center Components
  • Integrating Service Manager with Exchange
  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems
  • Managing Change Requests
  • Managing Release Records
  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal
  • 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
  • Configuring Service Level Management
  • Viewing Service Level Agreement (SLA) Information 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
  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager
  • 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

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.

One more important note, all Microsoft MOC On-Demand courses are currently available in English only. To successfully complete this course, therefore a safe handling like IT-specialized English is essential.

  • 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.

Recommended system requirements for Microsoft Official Courses On-Demand and labs include:

  • Windows 10
  • Current version of Internet Explorer or Microsoft Edge
  • Broadband Internet connection (256 kilobytes per second)
  • External access to the Internet
  • Either an installed ActiveX control (requires local administrator permissions) or Internet Explorer 11 or later
  • For some corporate firewalls, a proxy client (such as TMG Client) may be required
  • 1280 x 1024 or higher

Note You can also take a MOC On-Demand on your iPad® Retina 4th Generation; however, the lab experience is not optimized for tablets.

Note Regularly scheduled maintenance for the Microsoft Labs Online (MLO) platform is currently at 10–12 P.M. Pacific Time every Thursday. During that time, you may not be able to access the MLO associated with a MOC On-Demand.

The minimum system requirements for MOC On-Demand and labs include:

  • Windows 7 or later
  • Internet Explorer 9 or later
  • Broadband Internet connection (256 kilobytes per second)
  • External access to the Internet
  • Either an installed Active X control (requires local administrator permissions) or Internet Explorer 11 or later
  • For some corporate firewalls, a proxy client (such as TMG Client) may be required
  • 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.
  • Customize Service Manager Forms.
  • Original-Microsoft-Training
  • MOC On-Demand is currently available only in English
  • combination of video, text, practical tasks and knowledge tests
  • special offers like discounts are considered when taking the exam.

About Microsoft Official Course On-Demand

The courses are a great alternative for anyone wanting to learn independently and at their own pace. As a participant, you will receive an access to a learning platform developed by Microsoft, providing you with content such as videos, tutorials as well as a Live Lab-Environment for exercises.

As a Microsoft Gold Learning Partner, GFN AG works closely with Microsoft together. On request, we can offer you additional services like digital training materials or an individual exam preparation in one of our Training center. For further information, you can also visit the following website MoC On Demand-Infoseite or feel free to contact us.

First published: 26. May 2016

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