This four-day training 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.
Doelgroep
This training 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 training 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.
Voorkennis
Before attending this course, students must have:
- Attended course MS6451: Planning, Deploying and Managing System Center Configuration Manager 2007
- Experience with 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
Lesmethode
U volgt deze training in onze Open Master Class. Door een groepsgrootte van gemiddeld 6 en maximaal 8 cursisten, bent u verzekerd van een individuele en maatgerichte training. U werkt in uw eigen tempo en beschikt over een gecertificeerde en ervaren docent die u gedurende uw training persoonlijk begeleidt en al uw vragen omtrent de lesstof beantwoordt. Uiteraard profiteert u ook bij deze training van onze 100% Kwaliteitsgarantie.
Duur
4 dagen
Tarief excl. BTW
€ 1.600,00 per deelnemer
Het tarief voor deze training is inclusief studiemateriaal, certificaat, koffie/thee en een uitgebreide lunch.
Trainingstijden
Onze trainingen vinden plaats van 9.30 tot 12.15 en van 13.15 tot 16.30 uur.
Voorafgaande trainingen
MS6451: Planning, Deploying and Managing Microsoft System Center Configuration Manager 2007
Huidige categorie
Trainingsaanbod » Systeem & netwerk trainingen » System Center
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
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
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
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
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
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
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
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
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
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
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
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
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
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?
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
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
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
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
Module 19: Troubleshooting Service Manager
This module covers troubleshooting common errors in Service Manager.
Lessons:
- Common Service Manager Error Scenarios and Remediation
Duur
4 dagen
Tarief excl. BTW
€ 1.600,00 per deelnemer
Voorafgaande trainingen
MS6451: Planning, Deploying and Managing Microsoft System Center Configuration Manager 2007
Huidige categorie
Trainingsaanbod » Systeem & netwerk trainingen » System Center
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