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M50217

Planning, Deploying and Managing Microsoft System Centre Service Manager 2010

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Planning, Deploying and Managing Microsoft System Centre Service Manager 2010 M50217

Course Title: Planning, Deploying and Managing Microsoft

System Centre Service Manager 2010

Course Code: M50217
Version: A
Level: 300
Duration: 4 Days

Course Overview

The Planning, Deploying and Managing Microsoft System Centre Service Manager 2010 M50217 instructor-led training course has been designed to provide candidates with the necessary skills and knowledge required to install and configure System Centre Service Manager. The course focuses on implementing, configuring and integrating Service Manager with other System Centre 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.

Target Audience

Candidates who should consider attending the M50217 Microsoft training course are IT Professionals who have at least one year of experience with IT processes or one or more System Centre products (Operations Manager, Configuration Manager). This course is also aimed at administrators who are responsible for configuring and managing a System Centre Service Manager implementation and have one to three years of experience supporting a service desk. IT Operations candidates who implement IT processes and want to understand how Service Manager works from a technical perspective will also benefit from attending this course.

Course Objectives

On successfully completing the M50217 course candidates will be able to implement and configure Service Manager in the enterprise environment.

Course Prerequisites

Candidates attending the M50217 Microsoft training course should have previously attended and completed courses M6451: Planning, Deploying and Managing System Centre Configuration Manager 2007 and M50028: Installing Configuring Operations Manager 2007 R2.

Candidates are also expected to have experience with ITIL and MOF processes; Active Directory configuration and deployment, configuration, and troubleshooting Windows-based computers. And finally, candidates should have a working knowledge of: IIS Server, TCP/IP networking, SQL Server and basic public key infrastructure (PKI) concepts.

Course Content

Module 1: ITIL/MOF Overview

In this module candidates will learn about the correspondence between MOF and ITIL processes and their implementation in System Centre 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, candidates will be able to:
  • Understand how MOF and ITIL processes are supported in System Centre Service Manager 2010

Module 2: Change Management

In this module candidates will learn about 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, candidates will be able to:
  • Understand Change Management features in System Centre Service Manager 2010

Module 3: Configuration Management

In this module candidates will learn about ITIL and MOF Configuration Management processes.


Lessons:
  • ITIL Definition of Configuration Management
  • ITIL Configuration Management Workflow
  • The Purpose of the Configuration Management SMF
  • System Centre Service Manager CMDB
  • System Centre Configuration Manager Integration
  • System Centre Operation Manager Integration
  • How Service MAP Can Give Input to CMDB
After completing this module, candidates will be able to:
  • Understand Configuration Management features in general and how it fits into System Centre Service Manager 2010

Module 4: Service Desk

In this module candidates will learn about 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, candidates 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

In this module candidates will learn about the Incident Management processes in System Centre Service Manager 2010.


Lessons:
  • Incident Management in System Centre Service Manager
  • Service Desk Scenario in Service Manager
Lab: Policy and Process Exercise: Incident Management
  • Incident Management in System Centre Service Manager
After completing this module, candidates will be able to:
  • Use Incident Management features in System Centre Service Manager 2010

Module 6: Problem Management

In this module candidates will learn about the Incident Management processes in System Centre 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, candidates 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

In this module candidates will learn about how System Centre Service Manager 2010 supports reporting.


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

Module 8: Organisational Analysis

In this module candidates will gain an understanding of the organisation 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, candidates will be able to:
  • Understand which IT-processes the Organisation will use and in which order in connection Service Manager
  • Investigate if the defined IT-processes are in place in the Organisation
  • 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

In this module candidates will learn 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 Centre 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, candidates 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

In this module candidates will learn 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 - Duration 60 minutes
  • Install Service Manager Management Server
  • Install Service Manager Data Warehouse
  • Configuring integration between Service manager management Server and Data Warehouse
After completing this module, candidates will be able to:
  • Understand requirements for installing Service Manager
  • Understand requirements for High Availability
  • Understand how to optimise SQL for Service Manager performance
  • Troubleshooting the Installation of Service Manager

Module 11: Configuration Management and Connectors

In this module candidates will learn 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 - Duration 60 minutes
  • Configuring Active Directory connector for Service Manager
  • Configuring CI connector for Operations Manager
  • Configuration Manager CI connector for Service Manager
  • Import IC`s from a CSV file
After completing this module, candidates 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

In this module candidates will learn about 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 - Duration 30 minutes
  • Configuring Incident Management
  • Configuring Alert connector for Operations Manager connector
  • Configuring Mail Connector
  • Configuring DCM connector for Configuration Manager connector
After completing this module, candidates 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

In this module candidates will learn how to configure and support 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 - Duration 30 minutes
  • Creating User Roles and Scopes
After completing this module, candidates will be able to:
  • Understand how User and Role based Security can be used in Service Manager

Module 14: Using System Centre Service Manager

In this module candidates will learn about common user scenarios.


Lessons:
  • How to build the Incident process into Service Manager
  • How to build the Problem process into Service Manager
  • How to build the Change process into Service Manager
Lab: Creating Incidents, Problems and Changes in Service Manager - Duration 45 minutes
  • Creating Incidents in Service Manager using
  • Creating a Problem in Service Manager
  • Creating a Change in Service Manager
After completing this module, candidates will be able to:
  • Understand how IT processes can be built into Service Manager

Module 15: Data Warehouse and Reporting

In this module candidates will learn how Data Warehouse and Reporting works with Service Manager.


Lessons:
  • Data Warehouse and Reports
  • Anatomy of ETL
  • Favourite Reports
  • Linked Reports
  • Scheduled Reports
Lab: Reporting and Data Warehouse- Duration 30 minutes
  • Running Service Manager Reports
  • Creating Favourite Reports
  • Creating Linked reports
After completing this module, candidates will be able to:
  • Understand how to use Service Manager Reporting and Data Warehouse

Module 16: Self Service Portal

In this module candidates will learn how to work with Self Service Portal. The module 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 - Duration 60 minutes

After completing this module, candidates 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

In this module candidates will learn how to 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 -Duration 20 minutes
  • Configuring Notifications in Service Manager
  • Creating Announcements in Service Manager
After completing this module, candidates will be able to:
  • Maintaining Service Manager on a daily basis

Module 18: Extending Service Manager

In this module candidates will learn how to extend Service Manager.


Lessons:
  • How to Extend the CMDB
  • Introducing the Authoring Console
  • Introducing Forms
  • Introducing the MP XML Structure
Lab: Extending Service Manager -Duration 40 minutes
  • Extending the CMDB
  • Creating view for a new class in Service Manager
  • Importing data into the CMDB
After completing this module, candidates will be able to:
  • Extend Service Manager

Module 19: Troubleshooting Service Manager

In this module candidates will learn how to troubleshoot common errors in Service Manager.


Lessons:
  • Common Service Manager Error Scenarios and Remediation
After completing this module, candidates will be able to:
  • Troubleshoot and remediate common Service Manager error scenarios
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