Module 1: ITIL/MOF Overview
- 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
- 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
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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
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