IT Service Management with System Center Service Manager Course Overview

Certainly! Here are the minimum required prerequisites for successfully undertaking training in the IT Service Management with System Center Service Manager course:

• Basic understanding of ITIL and/or Microsoft Operations Framework (MOF)
• Familiarity with Windows Server operating systems and Windows Server administration
• Basic knowledge of Microsoft System Center products
• Fundamental understanding of networking concepts including TCP/IP, DNS, and DHCP
• Experience with Windows PowerShell and command line interface
• Basic concepts of Active Directory (AD) including domains, users, and computer accounts
• Awareness of basic security best practices such as least privilege and role-based access control

These prerequisites are designed to ensure that students have a suitable foundation to build upon during the course. The course material will cover more advanced topics, so having this foundational knowledge will allow students to get the most out of the training.

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.