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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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
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
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.
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.
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.
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.
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:
Extend 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