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Planning, Deploying and Managing System Center Service Manager 2010

Price: 2495

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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. Additionally, this course is intended for administrators who are responsible for configuring and managing a System Center Service Manager implementation. They have one to three years of experience supporting a service desk. Furthermore, this course is also intended for IT Operations people who implement IT processes and want to understand how Service Manager works from a technical perspective.

Course Overview

By the end of the class students will be able to:

  • Implement and configure Service Manager in the enterprise environment.

Prerequisites

Students should have:

  • 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 Outline

    • Module 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
    • 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
    • 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
      • How Service MAP Can Give Input to CMDB
    • Module 4: Service Desk. This module describes the Service Desk and Customer Service SMF processes.

    • Lessions
      • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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 ICís from a CSV file
    • 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 : Managing and Monitoring TS
      • 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
    • 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
    • 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
      • Exercise 2: Creating a Problem in Service Manager
      • Exercise 3: Creating a Change in 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
    • Lab : Managing and Monitoring TS
      • Lab : Reporting and Data Warehouse
      • Exercise 1: Running Service Manager Reports
      • Exercise 2: Creating Favorite Reports
      • Exercise 3: Creating Linked reports
    • 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
    • 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
    • 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
      • Exercise 2: Creating view for a new class in Service Manager
      • Exercise 3: Importing data into the CMDB
    • Module 19: Troubleshooting Service Manager. This module covers troubleshooting common errors in Service Manager.

    • Lessons
      • Common Service Manager Error Scenarios and Remediation