10965A – IT Service Management with System Center Service Manager

Module 1: Service Management Overview

Module Overview 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, service request fulfillment, 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 Information Technology Infrastructure Library or Microsoft Operations Framework. However, the difficulty in adopting any IT service management process is how it is implemented. For example, when you consider change and release management, you will want to ensure that when a software update is released from Microsoft that it is not simply deployed to all production servers in your organization without testing the effects of the software update in a development environment first. When you test the update, you will need to record details, including the server name, update name, results of the test, who performed the test, and any relevant log files to verify the results of the test. Then, when testing is complete, you will need authorization in order to roll out the update to the production servers. Think about the various processes and functions that have just been discussed and how this information should be recorded. This is important because if the software update causes a business application to fail, you will need to know the exact details of how the software update was deployed and to which servers it was deployed to. In this module, you will learn many of the Information Technology Infrastructure Library and Microsoft Operations Framework best practices and procedures in delivering effective IT service management and how Microsoft System Center 2012 Service Manager can be used to implement them in your organization. Objectives After completing this module, students will be able to: • Describe System Center 2012. • Describe System Center 2012 SP1 Service Manager and its key features. • Describe Information Technology Infrastructure Library and Microsoft Operations Framework service management. • Describe how to adopt Information Technology Infrastructure Library and Microsoft Operations Framework best practices with Service Manager.