Planning, Deploying and Managing Microsoft System Center Service Manager 2010

  • Overview
  • Prequisites
  • Course Details
  • Description

    This four-day instructor-led course provides students with knowledge and skills to install and configure System Center Service Manager. The course focuses on implementing, configuring and integrating Service Manager with other System Center products. It also focuses on how IT processes such as the Microsoft Operations Framework (MOF) and IT Infrastructure Library (ITIL) can be implemented side-by-side with Service Manager.

    Audience Profile

  • Prerequisites

    Before attending this course, students must have:
    • Attended course 6451A: Planning, Deploying and Managing System Center Configuration Manager 2007.
    • Attended course 50028c Installing Configuring Operations Manager 2007 R2.
    • Experience with ITIL and MOF processes.
    • Experience with Active Directory configuration.
    • Experience with deployment, configuration, and troubleshooting Windows-based computers.
    • Working knowledge of IIS Server.
    • Working knowledge of TCP/IP networking.
    • Working knowledge of SQL Server.
    • Working knowledge of basic public key infrastructure (PKI) concepts.
  • Course Details

    MS 50217

    4 Days

    Course OutlineModule 1: ITIL/MOF Overview

    This module describes the correspondence between MOF and ITIL processes and their implementation in System Center Service Manager 2010.

    Lessons

    • ITIL/MOF Overview: Why People and Processes Matter; IT Service Lifecycle; Manage Layer; Change and Configuration Management
    After completing this module, students will be able to:
    • Understand how MOF and ITIL processes are supported in System Center Service Manager 2010.

    Module 2: Change Management

    This module describes the Change Management processes in ITIL and MOF.

    Lessons

    • The Change Management SMF Processes and Workflow
    • Change Management in Service Manager
    After completing this module, students will be able to:
    • Understand Change Management features in System Center Service Manager 2010.

    Module 3: Configuration Management

    This module describes the ITIL and MOF Configuration Management processes.

    Lessons

    • ITIL Definition of Configuration Management
    • ITIL Configuration Management Workflow
    • The Purpose of the Configuration Management SMF
    • System Center Service Manager CMDB
    • System Center Configuration Manager Integration
    • System Center Operation Manager Integration
    After completing this module, students will be able to:
    • Understand Configuration Management features in general and how it fits into System Center Service Manager 2010.

    Module 4: Service Desk

    This module describes the Service Desk and Customer Service SMF processes.

    Lessons

    • ITIL Definition of Service Desk
    • MOF Operate Phase
    • The Goals of the Customer Service SMF
    • The Purpose of the Customer Service SMF
    • Key Role Types in the Customer Service SMF
    • The Customer Service SMF Processes and Workflow
    After completing this module, students will be able to:
    • Describe the purpose and the goals of the Customer Service SMF in the MOF IT Service lifecycle.
    • Identify the key processes and their associated role types that help achieve the SMF goals.

    Module 5: Incident Management

    This module describes the Incident Management processes in System Center Service Manager 2010.

    Lessons

    • Incident Management in System Center Service Manager
    • Service Desk Scenario in Service Manager

    Lab : Policy and Process Exercise: Incident Management

    • Incident Management in System Center Service Manager
    After completing this module, students will be able to:
    • Use Incident Management features in System Center Service Manager 2010.

    Module 6: Problem Management

    This module describes the Incident Management processes in System Center Service Manager 2010.

    Lessons

    • ITILs Definition of Problem Management
    • The ITIL Problem Management Process
    • The Goals of the Problem Management SMF
    • The Purpose of the Problem Management SMF
    • Key Role Types in the Problem Management SMF
    • The Problem Management SMF Processes and Workflow

    Lab : Policy and Process Exercise: Problem Management

    • Repeating Incidents
    After completing this module, students will be able to:
    • Understand ITIL and MOF Problem Management goals and purpose and workflow.
    • Discuss the Problem Management SMF purpose and goals in the context of the MOF IT Service lifecycle.
    • Identify the key processes and their associated role types that help in achieving the SMF goals.

    Module 7: Reviews and Reports

    This module describes how System Center Service Manager 2010 supports reporting.

    Lessons

    • Purpose of SMF Reviews
    • SCSM Data Warehouse and Reports
    After completing this module, students will be able to:
    • Describe how System Center Service Manager 2010 can support the MOF reviews and KPI’s.

    Module 8: Organizational Analysis

    This module provides an understanding of the organization where Service Manager is implemented and how this will influence the implementation of Service Manager.

    Lessons

    • Overview of the Teams Used with Service Manager (MOF)
    • Description of Teams that Should Be in Place to Implement Service Manager
    After completing this module, students will be able to:
    • Understand which IT-processes the Organization will use and in which order in connection Service Manager.
    • Investigate if the defined IT-processes are in place in the Organization.
    • Understand if the Quality of depended products are in the expected readiness quality to deliver input to Service Manager.
    • Define Personas for Service Manager.

    Module 9: Planning and Architecture Design

    This module explains how to plan for a Service Manager implementation and explains the different architecture components together with performance and scale scenarios and best practices for hardware sizing.

    Lessons

    • Understanding the Quality of IT Processes
    • Understand the Requirements for the System Center Products that Service Manager will Integrate With
    • Reporting and Data Warehouse Requirements
    • Self Service Portal Requirements
    • Service Manager Components
    • Inside Service Manager
    • Service Manager Scalability
    • Hardware Sizing
    • Implementation Scenarios
    After completing this module, students will be able to:
    • Understand Requirements
    • Inside Service Manager
    • Service Manager Components
    • Architecture Components
    • Explore Key Features
    • Performance and Scale
    • Hardware Sizing

    Module 10: Deploying Service Manager

    This module explains how Service Manager should be deployed in an IT-environment.

    Lessons

    • Sizing the Environment (performance impact)
    • Installation and Setup
    • High Availability
    • SQL Best Practice
    • Troubleshooting

    Lab : Installing Service Manager

    • Exercise 1: Install Service Manager Management Server.
    • Exercise 2: Install Service Manager Data Warehouse.
    • Exercise 3: Configuring integration between Service manager management Server and Data Warehouse
    After completing this module, students will be able to:
    • Understand requirements for installing Service Manager.
    • Understand requirements for High Availability.
    • Understand how to optimize SQL for Service Manager performance.
    • Troubleshooting the Installation of Service Manager.

    Module 11: Configuration Management and Connectors

    This module explains how to implement configuration management and how to install and configure connectors for Service Manager.

    Lessons

    • Configuration Management with Service Manager
    • Connectors
    • Active Directory
    • Operations Manager
    • Configuration Manager

    Lab : Configuring Connectors

    • Exercise 1: Configuring Active Directory connector for Service Manager
    • Exercise 2: Configuring CI connector for Operations Manager
    • Exercise 3: Configuration Manager CI connector for Service Manager
    • Exercise 4: Import IC’s from a CSV file
    After completing this module, students will be able to:
    • Understand Configuration Management
    • Plan what should go into the CMDB
    • Identify the CI’s (put into CMDB)
    • Control the CI’s
    • Verification and Audit (is the CMDB up to date)
    • Understand Connectors
    • Active Directory
    • Operations Manager
    • Configuration Manager
    • Import CSV files

    Module 12: Service Manager Management Packs

    This module covers Service Manager Management Packs.

    Lessons

    • Explain the concepts of Management Packs and how they work
    • Explaining the different Management Packs Types
    • Explain the content and modules of a Management Pack
    • Explain the Incident Management Pack
    • Explain the Problem Management Pack
    • Explain the Change Management Pack
    • Explain Knowledge Management pack

    Lab : How to Configure Incident Feeders

    • Exercise 1: Configuring Incident Management
    • Exercise 2: Configuring Alert connector for Operations Manager connector
    • Exercise 3: Configuring Mail Connector
    • Exercise 4: Configuring DCM connector for Configuration Manager connector
    After completing this module, students will be able to:
    • Explain the functions and features of Service Manager Management Packs
    • Incident Management Pack
    • Problem Management Pack
    • Change Management Pack
    • Knowledge Management Pack

    Module 13: User Roles and Functions

    This module covers configuring and supporting User roles and profiles.

    Lessons

    • Understand Security Scopes/UI Filters
    • User Role Profiles
    • Role Based Security
    • Creating User Roles and Scopes

    Lab : Creating User Roles in Service Manager

    • Exercise 1: Creating User Roles and Scopes
    After completing this module, students will be able to:
    • Understand how User and Role based Security can be used in Service Manager.

    Module 14: Using System Center Service Manager

    This module covers common user scenarios.

    Lessons

    • How do you build the Incident process into Service Manager?
    • How do you build the Problem process into Service Manager?
    • How do you build the Change process into Service Manager?

    Lab : Creating Incidents, Problems and Changes in Service Manager

    • Exercise 1: Creating Incidents in Service Manager Using Console, E-mail, Operations Manager, and DCM
    • Exercise 2: Creating a Problem in Service Manager
    • Exercise 3: Creating a Change in Service Manager
    After completing this module, students will be able to:
    • Understand how your IT processes can be built into Service Manager.

    Module 15: Data Warehouse and Reporting

    This module shows the students how Data Warehouse and Reporting works with Service Manager.

    Lessons

    • Data Warehouse and Reports
    • Anatomy of ETL
    • Favorite Reports
    • Linked Reports
    • Scheduled Reports
    • Service Manager Dashboard

    Lab : Reporting and Data Warehouse

    • Exercise 1: Running Service Manager Reports
    • Exercise 2: Creating Favorite Reports
    • Exercise 3: Creating Linked reports
    • Exercise 4: Installing Service Manager Dashboard
    After completing this module, students will be able to:
    • Understand how to use Service Manager Reporting and Data Warehouse.

    Module 16: Self Service Portal

    This module explains how to work with Self Service Portal. It also describes how to configure and install Self Service Portal.

    Lessons

    • Self Service Portal Overview
    • How to configure Self Service Portal
    • End User Portal
    • Analyst Portal

    Lab : Installing and using the Self Service Portal

    • Exercise 1: Installing and configuring the Self Service Portal
    • Exercise 2: Using the End User Portal
    • Exercise 3: Using the Analyst Portal
    After completing this module, students will be able to:
    • Understand the functions of the Self Service Portal.
    • Use the Self Service Portal for End-user and Analyst.

    Module 17: Maintaining Service Manager

    This module shows the students how Maintain Service Manager.

    Lessons

    • How to Maintain Service Manager on a Daily Basis
    • Configuring Notifications for Service Manager
    • Workflow Status
    • Announcements

    Lab : Maintaining Service Manager

    • Exercise 1: Configuring Notifications in Service Manager
    • Exercise 2: Creating Announcements in Service Manager
    • Exercise 3: Creating Workflow in Service Manager
    • Exercise 4: Using the Exchange Connector (Optional)
    After completing this module, students will be able to:
    • Maintaining Service Manager on a daily basis.

    Module 18: Extending Service Manager

    This module shows the students how extend Service Manager.

    Lessons

    • How to Extend the CMDB
    • Introducing the Authoring Console
    • Introducing Forms
    • Introducing the MP XML Structure

    Lab : Extending Service Manager

    • Exercise 1: Extending the CMDB using the authoring console
    • Exercise 2: Creating view for a new class in Service Manager
    • Exercise 3: Importing data into the CMDB
    • Exercise 4: Modifying a form in Service Manager
    • Exercise 5: Modifying Reports in Service Manager (Optional)
    After completing this module, students will be able to:
    • Extend Service Manager.

    Module 19: Troubleshooting Service Manager

    This module covers troubleshooting common errors in Service Manager.

    Lessons

    • Common Service Manager Error Scenarios and Remediation

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