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IT Service Management with System Center Service Manager (10965)

Course Description Schedule Course Outline

Who should attend

This course is intended for Cloud and Datacenter Administrators who are new to System Center 2012 R2 Service Manager and are responsible for deploying, configuring and operating it in the cloud or their datacenter. This course will also help Cloud and Datacenter Administrators who are already familiar with Service Manager upgrade their skills to include the new features found in System Center 2012 R2 Service Manager.


  • Working knowledge of Windows Server 2008 R2 and Windows Server 2012
  • Working knowledge of SQL Server 2008 R2 and SQL Server 2012
  • An understanding of the IT management processes that are included with ITIL and MOF

Course Objectives

  • Describe Service Manager 2012 R2.
  • Install Service Manager 2012 R2.
  • Describe Service Manager usage cases.
  • Configure base settings in Service Manager 2012 R2.
  • Configure Incident and Problem Management.
  • Configure Activity, Change, and Release Management.
  • Configure and Manage Service Requests.
  • Automate business processes with Service Manager and Orchestrator.
  • Configure Service Level Management.
  • Customize The Self-Service Portal.
  • Use Reports and Analyze Data in Service Manager.
  • Perform advanced troubleshooting and disaster recovery in Service Manager.
  • Customize Service Manager Forms.

Course Content

This five day, hands-on course will provide you with the key knowledge required to deploy and configure System Center 2012 R2 Service Manager locally or in the cloud.

Effective IT Service Management includes process-driven methodologies that cover a broad spectrum of IT functions. This can include change management, incident and problem management, and release management. Although no organization typically adopts any single IT Service Management methodology most organizations, depending on their size and nature of business, will adopt a combination of processes and functions from many different IT Service Management frameworks such as ITIL (IT Infrastructure Library) or MOF (Microsoft Operations Framework). In this course you will learn many of the ITIL and MOF best practices and procedures in delivering effective IT Service Management and how System Center 2012 R2 Service Manager can be used to implement them in your organization.

Classroom Training
Modality: G

Duration 5 days

Price (excl. VAT)
  • United Kingdom: £ 2,426.-
  • SA Voucher: 5
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Online Training
Modality: U

Duration 5 days

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E-Learning MOC on Demand
Modality: P
Price (excl. VAT)
  • United Kingdom: £ 449.-
  • SA Voucher: 2
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