MS50217

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Planning, Deploying and Managing Microsoft System Center Service Manager 2010

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

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).

Prior knowledge

Before attending this course, students must 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

Language

The course is taught in Swedish (Contact us if you prefer English).

Courseware

Microsoft dMOC

Course outline:

Module 1: ITIL/MOF Overview

  • ITIL/MOF Overview: Why People and Processes Matter; IT Service Lifecycle; Manage Layer; Change and Configuration Management

Module 2: Change Management

  • The Change Management SMF Processes and Workflow
  • Change Management in Service Manager

Module 3: Configuration Management

  • 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

  • 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

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

Module 6: Problem Management

  • 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

Module 7: Reviews and Reports

  • Purpose of SMF Reviews
  • SCSM Data Warehouse and... Läs mer

Course outline:

Module 1: ITIL/MOF Overview

  • ITIL/MOF Overview: Why People and Processes Matter; IT Service Lifecycle; Manage Layer; Change and Configuration Management

Module 2: Change Management

  • The Change Management SMF Processes and Workflow
  • Change Management in Service Manager

Module 3: Configuration Management

  • 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

  • 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

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

Module 6: Problem Management

  • 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

Module 7: Reviews and Reports

  • Purpose of SMF Reviews
  • SCSM Data Warehouse and Reports

Module 8: Organizational Analysis

  • 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

  • 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

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

Module 11: Configuration Management and Connectors

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

Module 12: Service Manager Management Packs

  • 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

Module 13: User Roles and Functions

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

Module 14: Using System Center Service Manager

  • 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?

Module 15: Data Warehouse and Reporting

  • Data Warehouse and Reports
  • Anatomy of ETL
  • Favorite Reports
  • Linked Reports
  • Scheduled Reports

Module 16: Self Service Portal

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

Module 17: Maintaining Service Manager

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

Module 18: Extending Service Manager

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

Module 19: Troubleshooting Service Manager

  • Common Service Manager Error Scenarios and Remediation

Utbildningen levereras i samarbete med

Kurs-ID: MS50217
Längd: 4 dagar
Kan betalas med:
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