Course description

Discover how to architect and implement a System Center 2012 R2 Service Manager deployment.

In this course, you will learn how to deploy and configure System Center 2012 R2 Service Manager. You will learn how to upgrade an existing Service Manager environment and how to customize System Center 2012 R2 Service Manager to be in line with corporate standards. Discover how Service Manager manages changes in the IT environment by configuring activity, change, and release management. You will also learn how to run reports in Service Manager including how to manage and maintain the data warehouse jobs and cubes on which reports rely.

This course incorporates materials from the Official Microsoft Learning Product 10965: IT Service Management with System Center Service Manager.

Each individual Microsoft Official Course On-Demand includes 3 months (or 12 months with purchase of Microsoft Total Access Collection) of 24x7 access to the following:

What You'll Learn in Class:

Who Needs to Attend:


Follow-On Courses:

Course Outline:

  1. Service Management Overview

  1. Installing System Center 2012 R2 Service Manager

4. Configuring Service Manager for Your Environment

  1. Integrating Service Manager with the Hybrid Cloud

  1. Managing Incidents and Problems

  1. Managing Changes and Releases

  1. Configuring and Managing the Service Catalog

  1. Automating Business Processes with Orchestrator

  1. Configuring Service Level Management

  1. Using Reports and Analyzing Data in Service Manager

  1. Advanced Troubleshooting and Disaster

  1. Creating Custom Forms and Items in Service Manager


Lab 1: Installing System Center 2012 R2 Service Manager

Lab 2: Upgrading to System Center 2012 Service Manager

Lab 3: Configuring System Center Service Manager

Lab 4: Configuring Connectors in Service Manager

Lab 5: Configuring Incident and Problem Management

Lab 6: Configuring Change and Release Management

Lab 7: Configuring Service Requests

Lab 8: Automating IT Processes in Service Manager

Lab 9: Configuring Service Level Management

Lab 10: Configuring Reports and Analyzing Service Manager Data

Lab 11: Performing Disaster Recovery in Service Manager

Lab 12: Creating Customized Forms using the Authoring Tool