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MOD 10965: IT Service Management with System Center Service Manager


During this five-day course, students will learn the key knowledge needed to deploy and configure System Center 2016 Service Manager. 

With the aid of Hands-on labs, students learn the following:

  • Where Service Manager sits within the System Center 2016 product.
  • What business and technical needs Service Manager is designed to meet.
  • How Service Manager aligns itself with ITIL and MOF.
  • How to architect and implement a System Center 2016 Service Manager deployment
  • How to upgrade an existing Service Manager 2012 R2 environment to System Center 2016
  • How to customize System Center 2016 Service Manager to be in line with corporate standards
  • How to configure Incident and Problem Management
  • How to configure Activity, Change and Release Management
  • How to configure Service Requests
  • How to configure Service Level Management
  • How to customize the Self-Service Portal
  • How to configure Reporting and Analysis
  • How to troubleshoot Service Manager and perform disaster recovery
  • How to create customized Service Manager forms


Students who may be interested in this course are cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. As well as, Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2016 Service Manager.




It is recommended that before taking this course, students must have:

  • Working knowledge of Windows Server and SQL Server.
  • An understanding of the IT management processes which are included with ITIL and MOF.


Module 1: Service Management Overview

  • Business Drivers behind IT Service Management.
  • Introduction to Microsoft System Center 2016
  • System Center 2016 Service Manager Overview and Key Features
  • Adopting ITIL/ MOF Best Practices with Service Manager.
  • Aligning IT Service Management Requirements to Service Manager.

Module 2: Installing System Center 2016 Service Manager

  • System Center 2016 Service Manager Architecture and Core Components.
  • Hardware, Software and Security Requirements.
  • Planning and Sizing a System Center 2016 Service Manager Deployment.
  • Installing System Center 2016 Service Manager.
  • Installing and Configuring the Service Manager Self-Service Portal.
  • Overview of the Service Manager Console.
  • Upgrading to System Center 2016 Service Manager.

Lab: Installing System Center 2016 Service Manager

  • Installing the Service Manager Management Group.
  • Installing the Data Warehouse Management Group and register the Service Manager Management Group wit
  • Installing the Service Manager Self-Service Portal and confirming a successful installation.
  • Customizing the Self-Service Portal.

Module 3: Key Concepts and Features

  • Overview of Management Packs.
  • Overview of the Service Manager CMDB.
  • Managing Activities.
  • Managing Workflows.
  • Managing Templates.
  • Security and User Roles.

Module 4: Configuring Service Manager for Your Environment

  • System Center 2016 Service Manager Initial Configuration.
  • Configuring Business Services.
  • Configuring Access for your Support Teams.
  • Configuring Notifications.

Module 5: Populating the Service Manager CMDB using Connectors


  • Integrating Service Manager with Active Directory and other System Center Components.
  • Integrating Service Manager with Exchange.

Module 6: Managing Incidents and Problems

  • The Definition of an Incident and a Problem.
  • Managing Incidents.
  • Managing Problems.
  • Using Queues and Views with Incidents and Problems.

Module 7: Managing Changes and Releases

  • Managing Change Requests.
  • Managing Release Records.

Module 8: Configuring and Managing the Service Catalog

  • The Service Catalog, Request Offerings and Service Offerings.
  • Managing Service Requests and Catalog Groups.
  • The Self-Service Portal.

Module 9: Automating Business Processes with Orchestrator

  • Overview of Orchestrator.
  • Configuring Runbooks in Orchestrator.
  • Configuring Integration between Orchestrator and Service Manager.
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator.

Module 10: Configuring Service Level Management

  • Configuring Service Level Management.
  • Viewing Service Level Agreement (SLA) Information in Service Manager.

Module 11: Using Reports and Analyzing Data in Service Manager

  • Running Reports in System Center 2016 Service Manager.
  • Configuring and Running Data Warehouse Jobs.
  • Troubleshooting Failed Data Warehouse Jobs.
  • Data Warehouse Cubes.

Module 12: Advanced Troubleshooting and Disaster Recovery

  • Performing Advanced Troubleshooting in Service Manager.
  • Performing Disaster Recovery in Service Manager.

Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring Tool

  • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
  • Creating New and Customized Forms by Using the Service Manager Authoring Tool

What's included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing- (excluding 1-day Adobe, 1-day MS Office and PMP Boot Camps) 
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Formats

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.


Instructor Led (the best training format we offer)
Live Online Classroom – Online Instructor Led
Self-Paced Video

Speak to an Admissions Representative for complete details

By far the most competitve price we found, which included exam vouchers, hands on labs, practice test and a true Master of Cyber Security concepts as our Instructor. Franklin Mesa was the best trainer I have ever had and i walked out certified on the last day of my CompTIA Security+ certification bootcamp. 

Marc Alfonso - CompTIA Security + Student


The Academy is one of the best educational values for today's job market.  I studied hard and got certified (A+ and N+).  Even though I had no prior IT experience, I now have a good job replacing obsolete computers in hospitals throughout the country.  At my job interview, I just slid my test scores and certification across the table to the interviewer, who is now my boss.  I was hired the next day.  

Not bad for a 65 year old.

John Arnett- Student 

"I congratulate The Academy for a great facility and good lab computers. The Academy is great and I will definitely be taking more courses and utilizing the services available. Omer Palo is an excellent instructor that truly knows his material. I never felt bored in his class which is a first for me. Thank You."

IT Director, Burger King Corporation

"The instructor Frank Martinez is excellent – he covered so much material in 2 weeks that was unbelievable! He definitely knows what he does and it shows in the way that he conducts each lecture. He is the greatest!"
"Thanks Academy for allowing me to experience the MCSA / MCSE + Security Boot camp."

IT Professional, Florida International University



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