55009-A: System Center 2012 Service Manager Course Overview

To ensure a successful learning experience in the 55009-A: System Center 2012 Service Manager course, participants should possess the following minimum prerequisites:

• Basic understanding of Windows Server, Windows Server management, and networking.
• Working knowledge of previous versions of System Center products is helpful, but not required.
• Familiarity with the ITIL and MOF frameworks or a willingness to learn about these service management practices during the course.
• Experience with Windows Server 2012 or Windows Server 2008 R2 operating systems.
• Basic experience with Active Directory Domain Services (AD DS).
• An understanding of the concept of a Service Desk and the role it plays in IT service management.
• Basic knowledge of Microsoft SQL Server, as it relates to its integration with System Center.
• Some experience with Windows PowerShell is advantageous for understanding automation scripts covered in the course.

These prerequisites are intended to provide a foundation for the course content and ensure that all participants can keep pace with the instructional material. If you have a strong willingness to learn and can dedicate time to mastering new concepts, you are encouraged to enroll and expand your IT service management skills with System Center 2012 Service Manager.

Target Audience for 55009-A: System Center 2012 Service Manager

Course 55009-A: System Center 2012 Service Manager provides comprehensive training in IT service management and automation.

• IT Professionals seeking to manage and automate their IT service management processes.
• Systems Administrators and Engineers responsible for the implementation, configuration, and maintenance of Service Manager 2012.
• IT Managers who need to understand how Service Manager 2012 can improve their IT service management.
• Service Desk Analysts and Support Team members looking to adopt ITIL and MOF best practices.
• Network Administrators interested in integrating Service Manager 2012 with other System Center components.
• IT Consultants who design and deploy service management solutions for various organizations.
• Data Center Managers overseeing IT infrastructure and looking to optimize their IT services.
• Infrastructure Architects who need to understand Service Manager 2012 capabilities for designing scalable solutions.
• IT Operations Managers aiming to enhance incident, problem, and change management processes.
• ITIL Practitioners and MOF Practitioners looking for tools to implement their service management frameworks.
• Technical Staff involved with Service Manager installation, configuration, security, and data warehousing.
• Orchestrator 2012 Administrators who want to integrate with Service Manager for automated workflows.
• Professionals preparing for Microsoft certification exams related to System Center Service Manager.

Learning Objectives - What you will Learn in this 55009-A: System Center 2012 Service Manager?

Introduction to the Course Learning Outcomes

The System Center 2012 Service Manager course equips participants with the knowledge to manage IT services effectively using Microsoft's integrated suite of IT management solutions.

Learning Objectives and Outcomes

• Understand the history, evolution, and components of System Center 2012, along with its licensing requirements.
• Gain insight into ITIL and MOF frameworks and their application to Service Manager 2012 to improve IT service management.
• Learn to design and prepare for the deployment of Service Manager 2012 considering various architectural scenarios.
• Install and configure Service Manager 2012, including the Management Server and Data Warehouse Management Server.
• Manage security in Service Manager 2012 by defining role-based access control and configuring user roles.
• Extend Service Manager 2012 functionality with connectors, enabling integration with other System Center components and external systems.
• Master incident management by configuring settings, customizing lists and views, and creating templates and workflows.
• Implement change management and activity management processes, including customizing views and creating change requests.
• Understand release management processes, including creating and customizing release records and templates.
• Utilize the self-service portal to empower users, manage service offerings, and enhance the overall service experience.
• Manage the data warehouse, execute and analyze reports, and configure data retention settings in Service Manager 2012.
• Integrate Orchestrator 2012 with Service Manager 2012 for process automation and streamline IT operations.
• Explore the enhancements introduced in System Center 2012 Service Pack 1 and learn to deploy and utilize new features.
• Develop skills to integrate Service Manager 2012 with other System Center 2012 components, enhancing overall functionality and automation capabilities.