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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.


 
Course Outline
Description

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.

Audience Profile

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.

At Course Completion

After completing this course, students will be able to implement and configure Service Manager in the enterprise environment.

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
  • 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.
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:
  • Extend Service Manager.
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.

Prerequisites & Certificates
Pre-Requisites

Before attending this course, students must have: - Attended course 6451A: Planning, Deploying and Managing System Center Configuration Manager 2007 - Attended course 50028D: 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

Certificates offered

Certificate of Completion


Cancellation Policy
Students are required to give notice if they are unable to attend their class:

2 weeks (10 full business days) or longer prior to training date = full refund
1 to 2 weeks (5 - 9 full business days) prior to training date = 50% of course fee refund
Less than 1 week (4 full business days or fewer) prior to training date = 0% refund

NOTE: You may substitute classes or students at any time.

Map & Reviews
New Era Technology Training
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Here are some reviews of the training vendor.
It would have been beneficial for the instructors screen to have the capability of zooming in on parts of the workbook.
Reviewed by 2016
The course was informative but fast flowing. I love the idea of being able to re-attend at no cost.
Reviewed by 2016
When there's a very small (2-3)audience at the training, I believe the instructor should reach out ahead of time to find out if any attendees have specifics they would like to have covered as opposed to an overall general content taught. It was not of great value as it was too general.
Reviewed by 2015
The course was very informative and useful, but the time could have been used better. I could have learned everything taught in an hour and a half, and the rest of the time would have been better used doing exercises to really ingrain the information into my brain.
Reviewed by 2015
Jane is great. She was very enthusiastic, very engaging, and quite knowledgeable.
Reviewed by 2015
Would like to have spent just a little more time on a few extra items, in SharePoint 2013. i.e. the workflows, lookup columns. Jane was great!! I have a had previous learning with Jane and she takes the course and it just comes alive under her guidance. I just do not like going downtown.
Reviewed by 2015
I only wish that this course lasted longer than 2 days. We barely scratched the surface and what we learned only raised more questions. It would be nice if there was a version of the course that lasted 4 days so that we could explore more features and options, more thoroughly.
Reviewed by 2015
Very useful course with appropriate environment.
Reviewed by 2014
Really enjoyed the instructor, she was very knowledgable about SharePoint.
Reviewed by 2014
Great one day training! Very informative!
Reviewed by 2014
I can bearly see the blackboard due to the light.
Reviewed by 2014
With respect to the Training Provider, they offered what seemed to be a very detailed manual; however, the instructor followed his own agenda for teaching. Although I'm certain the same material was covered (plus extras, which are appreciated), by not following the manual, it makes it more difficult for a student to take notes. It would have been easier to add notes to the manual, as needed - than trying to capture subject, background info, and the relevent point I am trying to capture on a loose sheet of paper.
Reviewed by 2014
The course was good,however, the instructor was way too dry. He didn't engage the students very much, except to ask if there were any questions which made it a little boring.
Reviewed by 2013
While the instructor was delightful I did not feel she had a good enough grasp of the program. There were often times when a student may have missed a step and she was unable to intuitively know what they'd missed and so the entire class would have to start from the beginning. Unfortunately this class left me more confused than when I'd walked in, and also left me less confident than I'd been after Level 1.
Reviewed by 2013
As this was a beginner course and I have never used power point, the time given to practice the information provided I felt was not adequate.
Reviewed by 2013
I'm very pleased with all the 'head knowledge' I learned yesterday. Now, I have to put my new skills to good use !
Reviewed by 2013
Julie was GREAT! Very personable and helped everyone when they needed it. I would definitely take another course with her and through this organization.
Reviewed by 2013
Mr. Mike is very knowledgeable about Excel 2010, Level 2, and I learned a lot during the class which I will be able to use on a daily basis at work. The Course contents were exactly as indicated. Looking forward to Level 3 someday !
Reviewed by 2013
It was really hot in the room - I know this is a persistent problem with clients - some like it hot, some like it cold! We didn't get to all the topics - I guess I'd rather have this and really understand the topics we did cover; but I needed chart work which we didn't get to.
Reviewed by 2013
The course was short but our instructor was very good and explained the concepts that was easy to understand. I like the fact that she didn't just give us the course textbook and have us go through it and instead had her own training agenda with the textbook serving as a supplemental item. I didn't have too much experience with SharePoint 2010 and I didn't have any issues keeping up with the course. Would definitely recommend this course for those that are interested in SharePoint Workflow.
Reviewed by 2013
May be more practice should be included. Thanks!
Reviewed by 2013
This course was cancelled 45 minutes before the scheduled start time. To have a survey come out when I didn't even take the course is not very professional.
Reviewed by 2013
The instructor was excellent - I would highly recommend him and hope to get him again as my instructor.
Reviewed by 2013
Would have have liked longer day, hours.
Reviewed by 2013
The instructor, JASON HALL, had a fluent, practical, hands-on and knowledgeable style of involving the partipants directly with the software. This was vastly superior to laboriously going thru the course material linearly page after page. We didn't doze off and he answered questions and immediately dealt with individual issues in working through the residential housing project example. I would take another class from Jason Hall.
Reviewed by 2013
The instructor was not helpful as she just read the book to us and went step by step. I could have just bought the book and did that myself. It needed REAL world relevance
Reviewed by 2013
The overhead screen was difficult to see. The instructor went very fast and did not check to ensure that we were all up to where he was - this caused us to go back several times. More consideration needs to be made to ensure each participant is at the right place, can see the board, and the instructor needs to slow down so he is not continuing to instruct while we are catching up, as several of us missed a few things.
Reviewed by 2013
The instructor wasted lot of time in discussing things that are not required for this training and had less hours to spend on actual matter.
Reviewed by 2012
This was a good course for a Sharepoint introduction. I came out feeling more prepared to tackle our SP project.
Reviewed by 2012
Mike did an awesome job. He was entertaining yet very knowledgeable.
Reviewed by 2012
Very good course well taught, Jason Hall did an excellent job.
Reviewed by 2012
The course was very good, Jason Hall was a excellent instructor and took the extra time to answer all questions and help where extra help was needed. Great Instructor.
Reviewed by 2012
I have to say this was one of the best courses I have attended and the main reason is because of JASON HALL!! I loved his approach to teaching! He was animated and didn't make us read from the book once. LOVED IT. Tara Johnson-Ouellette & Kim Grayson
Reviewed by 2012
I took Communicating Effectively for Optimum Outcomes. Tyler Huggins was a fantastic instructor! He provided a lot of helpful tips, some of which are not included in the course. In addtion, Tyler has given us his contact information to provide us with further help with communicating issues going forward.
Reviewed by 2012
this course could have been cut into half a day with the material we covered. 80% of the day was spent with the instructor talking about his life, and irrelevant things. Although he had a great energy and spirit.... The day was a bit too long. Half day course of basics would have been perfect.
Reviewed by 2012
Instructor was very self-absorbed and spent more time talking about himself than Microsoft Word. We paid a lot of money to take the course and would have benefited from the instructor talking more about Word rather than hearing about his travels, the food he ate, the airbrushing on his daughter's skate board , his clients, how busy and important he is, his hiking plans for the weekend, how his buddy was at his house drinking his scotch, his best friend's battle with colon cancer, his daughter's travel future plans to base camp 2 of Everest, his dogs personalities, his friend in the police force, his upcoming trip to Thailand, and the worst of all....his divorce proceedings. It was such a shame that he knew so much about Word but had a problem actually staying focused and teaching us about it. He had a couple of minutes to complete the material and broke into another story instead, he ran over the 4pm class time frame and never finished going through the material unless people wanted to stay late!
Reviewed by 2012
With all the valuable insights and topics to cover, I feel that this should be a two day course; we only got through half of the course book in the one day. While the rest of the material could be done by self-directed learning, others in my class agreed that they wouldn't have time to learn the rest on their own time. The course description indicated that I would be learning all the material but we simply didn't get that far. The computers, desks, and chairs were certainly not ergonomic. I would encourage the facility to consider this next time they upgrade their equipment & furniture.
Reviewed by 2012
the course seemed to contain quite a bit of project management rather than strictly program operations and fundamentals. could use more hands on with features and abilities of the program
Reviewed by 2012
The class was very rushed. The last few topics we essentially whipped through them but it still provided learning on what I needed to know
Reviewed by 2012
I would have liked to go through the toolbar/ribbon a bit more and learn what each button does.
Reviewed by 2012
The material was presented well. I felt that the pace of the class could have gone faster (but I do have a software developer background so that could be partly the reason). I was hoping to have some time during class, say the last hour or so to work my way through the exercises provided in the binder. I did appreciate the last part on Sharepoint Developer and did like the hands-on approach. Otherwise it was a good course and I felt that it was valuable to me.
Reviewed by 2012
Re: Break Times - could be shorter, especially considering the day/course ended an hour and a half early. For the price and amount of time scheduled for the day, a lot more could be learned/taught/included
Reviewed by 2012
It was hard to see the instructors screen. It was a projector that was turned toward a white board.
Reviewed by 2012
Jason Hall is fantastic and I look forward to taking another course with him. My last experience at New Era was not great; the instructor did not meet our expectations and the computers were not working when we arrived. But Jason made the day fly by and I felt like I learned not only the set curriculum but gained lots of additional presentation skills.
Reviewed by 2012
The instructor in this class was EXCELLENT. I would highly recommend her as she really knew what she was doing and her etaching style was great. AWESOME instuctor.
Reviewed by 2012
The trainer was very knowledgeable and kept the course moving at a great pace. I wish I could take her home with me, so she could help me teach photoshop at the school I work at.
Reviewed by 2012
The course was very helpful and the instructor was very knowledgable and made the effort to make sure all class members were understanding the excersizes and were on the same page. My only complaint is that the computers seemed a little worn out. Throughout the day most students in the class ran into some sort of issue with the computer not working the way it should. And during our practice time closer to the end of the day all the computers started crashing.
Reviewed by 2012
The Instructor was fabulous and is the reason that I truly enjoyed the course.
Reviewed by 2011
Alex was extrememly helpful and knowlegeable.
Reviewed by 2011
The course was excellent, but I felt a little out of my league. The participants in the course were designers and IT people who had used other versions of SharePoint. While I benefited from their questions and comments during the class, I feel "lost" now that I'm back on my own at the office. Perhaps I was in the wrong coarse, but it did say power "user".
Reviewed by 2011
Alex is great!
Reviewed by 2011
Jane is a wonderful teacher! i will gladly take any class she teaches!
Reviewed by 2011
Jane is an excellent teacher! She is very knowledgable and is enthusiastic about the course!
Reviewed by 2011
Very good - presented course material in an engaging way.
Reviewed by 2011
The instructor didn't provide a lot of structure to the class, he just skimmed through the material and didn't go into it very deep. As a result, the class finished up 1.5 h early as well. He tried to add material from PMI (which was missing from the course materials) but this sometimes just made things more confusing. The PMI material should really be in the course material to start with. Otherwise, the instructor was helpful, knowledgeable and had a good demeanor.
Reviewed by 2011
It was informative
Reviewed by 2011
Very good course with a very knowledgeable instructor. Class was at full occupancy and I felt that the class size was too large.
Reviewed by 2011
There were only 4 students so it went fast and we finished early. Personally I would have liked to spend more time practicing. Perhaps some reference to the book and if there were any practice exercises in there that we could use to gain more experience with Visio.
Reviewed by 2011
The course started 40 minutes late because they did not have the correct computers set up for the program. It's like they were not even expecting us. I found it very disorganized. For the price I paid for this course, I expected a more professional presentation.
Reviewed by 2011
Instructor was very soft spoken did not have all the answres but did get answers later in the class.
Reviewed by 2011
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