M6231

Planning, Deploying and Managing Microsoft System Center Service Manager 2010 (Premier)

M50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Version: A Length: 4 Days Published: May 17, 2010 Language(s): English Audience(s): IT Professionals Level: 300 Technology: Microsoft System Center Service Manager 2010 Type: Course Delivery Method: Instructor-led (classroom) About this Course 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 This course is intended for IT Professionals who have at least one year of experience with IT processes or one or more System Center products (Operations Manager, Configuration 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. At Course Completion After completing this course, students will be able to implement and configure Service Manager in the enterprise environment. Before attending this course, students must have: oAttended course 6451A: Planning, Deploying and Managing System Center Configuration Manager 2007 oAttended course 50028D: Installing Configuring Operations Manager 2007 R2 oExperience with ITIL and MOF processes oExperience with Active Directory configuration oExperience with deployment, configuration, and troubleshooting Windows-based computers oWorking knowledge of IIS Server oWorking knowledge of TCP/IP networking oWorking knowledge of SQL Server oWorking 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 oITIL/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: oUnderstand 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 oThe Change Management SMF Processes and Workflow oChange Management in Service Manager After completing this module, students will be able to: oUnderstand Change Management features in System Center Service Manager 2010. Module 3: Configuration Management This module describes the ITIL and MOF Configuration Management processes. Lessons oITIL Definition of Configuration Management oITIL Configuration Management Workflow oThe Purpose of the Configuration Management SMF oSystem Center Service Manager CMDB oSystem Center Configuration Manager Integration oSystem Center Operation Manager Integration oHow Service MAP Can Give Input to CMDB After completing this module, students will be able to: oUnderstand 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 oITIL Definition of Service Desk oMOF Operate Phase oThe Goals of the Customer Service SMF oThe Purpose of the Customer Service SMF oKey Role Types in the Customer Service SMF oThe Customer Service SMF Processes and Workflow After completing this module, students will be able to: oDescribe the purpose and the goals of the Customer Service SMF in the MOF IT Service lifecycle. oIdentify 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 oIncident Management in System Center Service Manager oService Desk Scenario in Service Manager Lab : Policy and Process Exercise: Incident Management oIncident Management in System Center Service Manager After completing this module, students will be able to: oUse 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 oITILs Definition of Problem Management oThe ITIL Problem Management Process oThe Goals of the Problem Management SMF oThe Purpose of the Problem Management SMF oKey Role Types in the Problem Management SMF oThe Problem Management SMF Processes and Workflow Lab : Policy and Process Exercise: Problem Management oRepeating Incidents After completing this module, students will be able to: oUnderstand ITIL and MOF Problem Management goals and purpose and workflow. oDiscuss the Problem Management SMF purpose and goals in the context of the MOF IT Service lifecycle. oIdentify 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 oPurpose of SMF Reviews oSCSM Data Warehouse and Reports After completing this module, students will be able to: oDescribe 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 oOverview of the Teams Used with Service Manager (MOF) oDescription of Teams that Should Be in Place to Implement Service Manager After completing this module, students will be able to: oUnderstand which IT-processes the Organization will use and in which order in connection Service Manager. oInvestigate if the defined IT-processes are in place in the Organization. oUnderstand if the Quality of depended products are in the expected readiness quality to deliver input to Service Manager. oDefine 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 oUnderstanding the Quality of IT Processes oUnderstand the Requirements for the System Center Products that Service Manager will Integrate With oReporting and Data Warehouse Requirements oSelf Service Portal Requirements oService Manager Components oInside Service Manager oService Manager Scalability oHardware Sizing oImplementation Scenarios After completing this module, students will be able to: oUnderstand Requirements oInside Service Manager oService Manager Components oArchitecture Components oExplore Key Features oPerformance and Scale oHardware Sizing Module 10: Deploying Service Manager This module explains how Service Manager should be deployed in an IT-environment. Lessons oSizing the Environment (performance impact) oInstallation and Setup oHigh Availability oSQL Best Practice oTroubleshooting Lab : Installing Service Manager - Duration 60 minutes oExercise 1: Install Service Manager Management Server. oExercise 2: Install Service Manager Data Warehouse. oExercise 3: Configuring integration between Service manager management Server and Data Warehouse After completing this module, students will be able to: oUnderstand requirements for installing Service Manager. oUnderstand requirements for High Availability. oUnderstand how to optimize SQL for Service Manager performance. oTroubleshooting 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 oConfiguration Management with Service Manager oConnectors oActive Directory oOperations Manager oConfiguration Manager Lab : Configuring Connectors - Duration 60 minutes oExercise 1: Configuring Active Directory connector for Service Manager. oExercise 2: Configuring CI connector for Operations Manager oExercise 3: Configuration Manager CI connector for Service Manager oExercise 4: Import IC`s from a CSV file After completing this module, students will be able to: oUnderstand Configuration Management oPlan what should go into the CMDB oIdentify the CI`s (put into CMDB) oControl the CI`s oVerification and Audit (is the CMDB up to date) oUnderstand Connectors oActive Directory oOperations Manager oConfiguration Manager oImport CSV files Module 12: Service Manager Management Packs This module covers Service Manager Management Packs. Lessons oExplain the concepts of Management Packs and how they work oExplaining the different Management Packs Types oExplain the content and modules of a Management Pack oExplain the Incident Management Pack oExplain the Problem Management Pack oExplain the Change Management Pack oExplain Knowledge Management pack Lab : How to Configure Incident Feeders - Duration 30 minutes oExercise 1: Configuring Incident Management oExercise 2: Configuring Alert connector for Operations Manager connector oExercise 3: Configuring Mail Connector oExercise 4: Configuring DCM connector for Configuration Manager connector After completing this module, students will be able to: oExplain the functions and features of Service Manager Management Packs oIncident Management Pack oProblem Management Pack oChange Management Pack oKnowledge Management Pack Module 13: User Roles and Functions This module covers configuring and supporting User roles and profiles. Lessons oUnderstand Security Scopes/UI Filters oUser Role Profiles oRole Based Security oCreating User Roles and Scopes Lab : Creating User Roles in Service Manager - Duration 30 minutes oExercise 1: Creating User Roles and Scopes After completing this module, students will be able to: oUnderstand 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 oHow do you build the Incident process into Service Manager? oHow do you build the Problem process into Service Manager? oHow do you build the Change process into Service Manager? Lab : Creating Incidents, Problems and Changes in Service Manager - Duration 45 minutes oExercise 1: Creating Incidents in Service Manager using oExercise 2: Creating a Problem in Service Manager oExercise 3: Creating a Change in Service Manager After completing this module, students will be able to: oUnderstand 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 oData Warehouse and Reports oAnatomy of ETL oFavorite Reports oLinked Reports oScheduled Reports Lab : Reporting and Data Warehouse- Duration 30 minutes oExercise 1: Running Service Manager Reports oExercise 2: Creating Favorite Reports oExercise 3: Creating Linked reports After completing this module, students will be able to: oUnderstand 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 oSelf Service Portal Overview oHow to configure Self Service Portal oEnd User Portal oAnalyst Portal Lab : Installing and using the Self Service Portal - Duration 60 minutes After completing this module, students will be able to: oUnderstand the functions of the Self Service Portal. oUse the Self Service Portal for End-user and Analyst. Module 17: Maintaining Service Manager This module shows the students how Maintain Service Manager. Lessons oHow to Maintain Service Manager on a Daily Basis oConfiguring Notifications for Service Manager oWorkflow Status oAnnouncements Lab : Maintaining Service Manager -Duration 20 minutes oExercise 1: Configuring Notifications in Service Manager oExercise 2: Creating Announcements in Service Manager After completing this module, students will be able to: oMaintaining Service Manager on a daily basis. Module 18: Extending Service Manager This module shows the students how extend Service Manager. Lessons oHow to Extend the CMDB oIntroducing the Authoring Console oIntroducing Forms oIntroducing the MP XML Structure Lab : Extending Service Manager -Duration 40 minutes oExercise 1: Extending the CMDB oExercise 2: Creating view for a new class in Service Manager oExercise 3: Importing data into the CMDB After completing this module, students will be able to: oExtend Service Manager. Module 19: Troubleshooting Service Manager This module covers troubleshooting common errors in Service Manager. Lessons oCommon Service Manager Error Scenarios and Remediation After completing this module, students will be able to: oTroubleshoot and remediate common Service Manager error scenarios.

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