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IT Service Management with System Center Service Manager Course Overview

IT Service Management with System Center Service Manager Course Overview

The IT Service Management with System Center Service Manager course offers comprehensive training on how to implement and manage IT services using Microsoft's System Center 2016 Service Manager. This course is designed to equip learners with the skills necessary to understand business drivers behind IT service management, adopt ITIL/MOF best practices, and align their IT service management requirements with Service Manager capabilities. Through a series of modules, participants will learn about Service Manager architecture, installation, core features, and how to configure the system to meet organizational needs, including populating the CMDB, Managing incidents and problems, changes, releases, and Automating business processes with Orchestrator. Learners will also gain knowledge on Configuring service level management, using reports, troubleshooting, disaster recovery, and Customizing forms using the Service Manager Authoring Tool. By completing this course, individuals pursuing it service management training courses will be well-equipped to improve IT service delivery and support within their organizations.

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Course Advisor

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Abhijit Dey

11+ Years Experience


Offering 22 years of experience in designing/Architecting IT Solutions, Technical Administration, Installation and Configuration, Technical Support, and Troubleshooting. Currently associated with Koenig Solutions Ltd. as Senior Corporate Trainer Microsoft Domain with experience in designing, implementing, and delivering training on Microsoft Azure Administration, Active Directory (2000 – 2016), and CompTIA A+, Network+, Server+, and Cloud+.


Proficient in delivering IT corporate training, planning, designing, and managing IT infrastructure setup, Cloud administration, Infra Automation, and Security Identity Management. Adept at analyzing information system needs, evaluating end-user and business requirements, designing custom solutions, and troubleshooting complex information system management. An effective communicator with exceptional relationship management skills.


As an effective communicator with exceptional relationship management skills, I have been successful in building long-term relationships with clients, stakeholders, and team members. I am confident that my extensive experience, technical expertise, and interpersonal skills make me an ideal candidate for roles in IT consulting, technical management, or corporate training.

Koenig is the ANZ Winner of FY24 Superstar Campaign Winner of the Microsoft’s Asia Superstar Campaign in FY 22

Target Audience for IT Service Management with System Center Service Manager

This IT Service Management course offers in-depth training on System Center Service Manager for IT professionals seeking efficient management solutions.


  • IT Service Managers
  • System Administrators
  • System Center Configuration Managers
  • IT Operations Managers
  • IT Professionals with a focus on IT Service Management
  • Infrastructure Engineers
  • IT Support Staff
  • Network Managers
  • Service Desk Technicians
  • Systems Analysts
  • Professionals seeking to learn about Microsoft System Center 2016 capabilities
  • IT Consultants
  • Data Center Managers
  • Cloud Administrators
  • ITIL Practitioners
  • Process Owners and Managers
  • Professionals aiming to align IT services with business requirements
  • Microsoft Certified Solution Experts (MCSEs) looking to enhance their skills


Learning Objectives - What you will Learn in this IT Service Management with System Center Service Manager?

Introduction to Learning Outcomes

In this course, students will gain comprehensive knowledge of IT Service Management using Microsoft System Center Service Manager. They will learn best practices and how to optimize IT services for businesses.

Learning Objectives and Outcomes

  • Understand the business drivers behind IT Service Management and how they align with ITIL/MOF best practices.
  • Gain familiarity with Microsoft System Center 2016, focusing on Service Manager's architecture, components, and key features.
  • Learn how to install, configure, and upgrade System Center 2016 Service Manager, including the Self-Service Portal.
  • Master key concepts such as Management Packs, the CMDB, workflows, security, and user roles within Service Manager.
  • Configure Service Manager to meet specific IT Service Management requirements of an organization.
  • Integrate Service Manager with Active Directory, Exchange, and other System Center components using Connectors.
  • Effectively manage incidents, problems, changes, and releases to maintain IT service continuity.
  • Develop and manage a Service Catalog with request offerings, service offerings, and manage service requests efficiently.
  • Automate business processes using Orchestrator, creating and configuring runbooks for enhanced IT process automation.
  • Implement and manage Service Level Agreements (SLAs), ensuring compliance and performance monitoring.
  • Utilize reports and data analytics to monitor, analyze, and optimize IT service delivery.
  • Perform advanced troubleshooting, disaster recovery, and create custom forms using the Service Manager Authoring Tool.

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