55009 System Center Service Manager 2012

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This five-day course teaches students how to design, deploy and maintain Service Manager 2012 within their organizations. Students are introduced to the various System Center 2012 products and will learn how Service Manager 2012 is designed and deployed.


After completing this course, students will be able to:
  • Explain the role of Service Manager 2012 and the entire System Center suite.
  • Describe the fundamentals of MOF and ITIL as they relate to Service Manager 2012.
  • Discuss the overall architecture and design considerations for Service Manager 2012.
  • Install and configure Service Manager 2012.
  • Import and configure management packs.
  • Populate Service Manager 2012’s Configuration Management Database (CMDB).
  • Establish role-based security.
  • Extend the functionality of Service Manager 2012 using connectors.
  • Utilize lists, queues and templates.
  • Implement incident, change, release and service level management.
  • Design workflows for automated incident routing and escalation.
  • Configure the Service Manager 2012 environment.
  • Create service offerings and request offerings and customize the Self-Service Portal.
  • Implement runbook automation activities with Orchestrator 2012.
  • List System Center 2012 Service Pack 1 updates.
  • Integrate Service Manager 2012 with the System Center 2012 suite.


This course is designed for IT professionals and business analysts who already have prerequisite technical knowledge of the underlying infrastructure and components that integrate with Service Manager 2012. These IT professionals are primarily responsible for implementing a service desk and need in-depth knowledge of Service Manager 2012.


Introduction to System Center 2012 Service Manager

  • History and Evolution of System Center 2012
  • System Center 2012 Product Suite
  • System Center 2012 Licensing
  • System Center 2012 Service Manager
  • Lab 1: Setting Up the Initial Lab Environment
  • Lab 2: Introducing System Center 2012

Overview of ITIL and MOF

  • Introducing ITIL and MOF
  • Defining the Role of a Service Desk
  • Applying ITIL and MOF to Service Manager 2012
  • Lab 1: Introducing Service Management

Design and Deployment Considerations for Service Manager 2012

  • Examining the Service Manager 2012 Architecture
  • Designing Service Manager 2012
  • Analyzing Deployment Scenarios
  • Preparing to Deploy Service Manager 2012

Installing and Configuring Service Manager 2012

  • Installing the Service Manager Management Server
  • Installing the Service Manager Data Warehouse Management Server
  • Navigating the Service Manager Console
  • Registering the Data Warehouse
  • Working with Management Packs
  • Lab 1: Registering Service Manager with the Data Warehouse
  • Lab 2: Exploring the Service Manager Console
  • Lab 3: Using PowerShell for Management Packs

Managing Service Manager 2012 Security

  • Defining Role-Based Access Control
  • Examining Service Manager 2012 Security
  • Configuring User Roles in Service Manager 2012
  • Lab 1: Managing Service Manager 2012 Security

Extending Service Manager 2012 with Connectors

  • Defining the Configuration Management Database
  • Considering the Role of Connectors
  • Installing and Configuring Connectors
  • Importing Data Using CSV Files
  • Lab 1: Creating Connectors
  • Lab 2: Scripting Using PowerShell cmdlets

Incident Management

  • Introducing Incident Management
  • Configuring Incident Management Settings
  • Configuring Problem Management Settings
  • Customizing Incident Management Lists
  • Customizing Incident Management Views
  • Creating Incident Requests
  • Creating Incident Request Templates
  • Using Templates with Incidents Requests
  • Creating Incident Management Event Workflows
  • Lab 1: Working with Incident Requests

Change Management and Activity Management

  • Introducing Change Management and Activity Management
  • Implementing a Change Management Process
  • Examining Activities in Service Manager 2012
  • Customizing Change Management Lists
  • Customizing Change Management Views
  • Creating Change Requests and Activities
  • Creating Change Request Templates
  • Creating Change and Activity Management Workflows
  • Lab 1: Working with Change Requests

Release Management

  • Introducing Release Management
  • Customizing Release Management Lists
  • Customizing Release Management Views
  • Creating Release Records
  • Creating Release Record Templates
  • Creating Release Management Event Workflows
  • Lab 1: Working with Release Records

Service Level Management

  • Introducing Service Level Management
  • Creating a New Calendar Item
  • Creating a New Metric Item
  • Creating a New Service Level Objective
  • Configuring Notifications
  • Lab 1: Creating a Service Level Objective in Service Manager 2012

Using the Self-Service Portal

  • Introducing the Self-Service Portal
  • Introducing the Service Catalog
  • Creating Service Offerings and Request Offerings
  • Customizing the Self-Service Portal
  • Lab 1: Working with the Self-Service Portal

Managing the Data Warehouse and Reporting

  • Introducing the Data Warehouse
  • Navigating the Data Warehouse Workspaces
  • Defining Data Warehouse Jobs
  • Exploring Different Data Warehouse Reports
  • Configuring Data Retention Settings
  • Using Windows PowerShell cmdlets
  • Lab 1: Exploring the Data Warehouse Workspaces
  • Lab 2: Verifying the Data Warehouse Registration 7
  • Lab 3: Running Reports in Service Manager 2012

Orchestrator 2012 and Service Manager 2012 Integration

  • Introducing Orchestrator 2012
  • Navigating Orchestrator 2012 Interfaces
  • Creating Runbooks
  • Working with Integration Packs
  • Integrating

Training provider

Teaching mode:
Classroom - Instructor Led
Online - Instructor Led
Duration: 5 days
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