IT Service Management with System Center Service Manager (M10965) M10965

Days: 5 day
Price: $2995

Course Details

In this course, you will learn how to deploy and configure System Center 2012 R2 Service Manager. You will learn how to upgrade an existing Service Manager environment and how to customize System Center 2012 R2 Service Manager to be in line with corporate standards. Discover how Service Manager manages changes in the IT environment by configuring activity, change, and release management. You will also learn how to run reports in Service Manager including how to manage and maintain the data warehouse jobs and cubes on which reports rely.

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


  • Redeem five SATVs* for a Classroom, Virtual Classroom, or Virtual Classroom Fit session
  • Redeem five SATVs for an individual GK Digital Learning course plus digital Microsoft Official Courseware (dMOC)
  • Redeem two SATVs for an individual GK Digital Learning course

*For more information on Microsoft SATVs, click here.

GK Digital Learning is also available with digital Microsoft Official Courseware (dMOC). Click here to purchase.

Course Agenda

1. Service Management Overview

  • Introduction to Microsoft System Center 2012 R2
  • System Center 2012R2 Service Manager Overview and Key Features
  • Adopting ITIL/MOF Best Practices with Service Manager
  • Aligning IT Service Management Requirements to Service Manager

2. Installing System Center 2012 R2 Service Manager

  • System Center 2012 R2 Service Manager Architecture and Core Components
  • Hardware, Software, and Security Requirements
  • Installing System Center 2012 R2 Service Manager
  • Overview of the Service Manager Console
  • Upgrading to System Center 2012 Service Manager

3. Configuring Service Manager for Your Environment

  • System Center 2012 R2 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for Support Teams
  • Configuring Notifications

4. Integrating Service Manager with the Hybrid Cloud

  • Integrating Service Manager with Active Directory and Other System Center Components
  • Integrating Service Manager with Exchange

5. Managing Incidents and Problems

  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems

6. Managing Changes and Releases

  • Managing Change Requests
  • Managing Release Records

7. Configuring and Managing the Service Catalog

  • The Service Catalog, Request Offerings, and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal

8. Automating Business Processes with Orchestrator

  • Overview of Orchestrator
  • Configuring Runbook in Orchestrator
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

9. Configuring Service Level Management

  • Configuring Service Level Management
  • Viewing SLA Information in Service Manager

10. Using Reports and Analyzing Data 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

11. Advanced Troubleshooting and Disaster

  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager

12. Creating Custom Forms and Items in Service Manager

  • Key Concepts in Creating Customized Forms
  • Creating a Customized Form Using the Authoring Console