Microsoft Course 50217 - Planning, Deploying and Managing Microsoft System Center Service Manager 2010 — A 4 day course

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Synopsis

Please note that this course has been retired and is no longer available.

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.

Suitable For

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). Additionally, this course is intended for administrators who are responsible for configuring and managing a System Center Service Manager implementation. They have one to three years of experience supporting a service desk. Furthermore, this course is also intended for IT Operations people who implement IT processes and want to understand how Service Manager works from a technical perspective.

Prerequisites

Before attending this course, students should have the following prerequisites:

Schedule

This course has been retired and is no longer available.


Contents

ITIL®/MOF Overview

This module describes the correspondence between MOF and ITIL® processes and their implementation in System Center Service Manager 2010.

Change Management

This module describes the Change Management processes in ITIL® and MOF.

Configuration Management

This module describes the ITIL® and MOF Configuration Management processes.

Service Desk

This module describes the Service Desk and Customer Service SMF processes.

Incident Management

This module describes the Incident Management processes in System Center Service Manager 2010.

Problem Management

This module describes the Incident Management processes in System Center Service Manager 2010.

Reviews and Reports

This module describes how System Center Service Manager 2010 supports reporting.

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.

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.

Deploying Service Manager

This module explains how Service Manager should be deployed in an IT-environment.

Configuration Management and Connectors

This module explains how to implement configuration management and how to install and configure connectors for Service Manager.

Service Manager Management Packs

This module covers Service Manager Management Packs.

User Roles and Functions

This module covers configuring and supporting User roles and profiles.

Using System Center Service Manager

This module covers common user scenarios.

Data Warehouse and Reporting

This module shows the students how Data Warehouse and Reporting works with Service Manager.

Self Service Portal

This module explains how to work with Self Service Portal. It also describes how to configure and install Self Service Portal.

Maintaining Service Manager

This module shows the students how Maintain Service Manager.

Extending Service Manager

This module shows the students how extend Service Manager.

Troubleshooting Service Manager

This module covers troubleshooting common errors in Service Manager.


* ITIL® is a registered trade mark of AXELOS Limited.