Course duration: 4 Days

Cost: £1490 + VAT

Overview

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.

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.

Prerequisites

Attended course 6451A: Planning, Deploying and Managing System Center Configuration Manager 2007
Attended course 50028D: 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

Delegates will learn how to

implement and configure Service Manager in the enterprise environment.

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
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
After completing this module, students will be able to:

Troubleshoot and remediate common Service Manager error scenarios.