MOD 10965: IT Service Management with System Center Service Manager


Duration: 5 days

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 the Service Manager sits within the System Center 2016 product.
What business and technical needs Service Manager is designed to meet.
How the 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.

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 Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

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

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll


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