Course code: MOC 50217« Back

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.

This section contains overview of retired courses which don’t belong to GOPAS course offer any more or were replaced by new course versions.
For more information about possibility to buy retired courses contact our customer services department (__Klientskyservis@gopas.cz) or business department (__Obchod@gopas.cz).

AffiliateDurationCatalogue priceHandbook priceITB
Praha4 27 750 CZK included in course price 40
Brno4 27 750 CZK included in course price 40
Bratislava4 700,00 EUR 189,00 EUR 40

User intensity level

What we teach you

This 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.

Required skills

  • Attended course 6451: Planning, Deploying and Managing System Center Configuration Manager 2007.
  • Attended course 50028: 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.

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
TIL 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
Module 4: Service Desk

ITIL Definition of Service Desk
OF Operate Phase
The Goals of the Customer Service SMF
he 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
Lab : Policy and Process Exercise: Incident Management
Incident Management in System Center 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
Problem Management SMF Processes and Workflow
Lab : Policy and Process Exercise: Problem Management
Repeating Incidents
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
QL 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

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
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
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
Module 13: User Roles and Functions

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

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
Module 15: Data Warehouse and Reporting

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
Module 16: Self Service Portal

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
Module 17: Maintaining Service Manager

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

Previous courses

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Elektronická příručka MOC 50217

Price:
4950 CZK
Elektronická příručka MOC 50217

Price:
189 EUR
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