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
- How Service MAP Can Give Input to CMDB
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
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 - Duration 60 minutes
- 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 - Duration 60 minutes
- 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 – Duration 30 minutes
- 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 – Duration 30 minutes
- 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 – Duration 45 minutes
- Exercise 1: Creating Incidents in Service Manager using
- 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
Lab : Reporting and Data Warehouse- Duration 30 minutes
- Exercise 1: Running Service Manager Reports
- Exercise 2: Creating Favorite Reports
- Exercise 3: Creating Linked reports
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 - Duration 60 minutes 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 –Duration 20 minutes
- Exercise 1: Configuring Notifications in Service Manager
- Exercise 2: Creating Announcements in Service Manager
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 –Duration 40 minutes
- Exercise 1: Extending the CMDB
- Exercise 2: Creating view for a new class in Service Manager
- Exercise 3: Importing data into the CMDB
After completing this module, students will be able to:
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.
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