M50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010

4 Day Course
Hands On
Official Microsoft Curriculum
Code M50217

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


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.

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ITIL/MOF Overview (4 topics)

  • Why People and Processes Matter
  • IT Service Lifecycle
  • Manage Layer
  • Change and Configuration Management

Change Management (2 topics)

  • The Change Management SMF Processes and Workflow
  • Change Management in Service Manager

Configuration Management (7 topics)

  • 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

Service Desk (6 topics)

  • 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

Incident Management (3 topics)

  • Incident Management in System Center Service Manager
  • Service Desk Scenario in Service Manager
  • Lab: Policy and Process Exercise: Incident Management

Problem Management (7 topics)

  • 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
  • Policy and Process Exercise: Problem Management

Reviews and Reports (2 topics)

  • Purpose of SMF Reviews
  • SCSM Data Warehouse and Reports

Organizational Analysis (2 topics)

  • Overview of the Teams Used with Service Manager (MOF)
  • Description of Teams that Should Be in Place to Implement Service Manager

Planning and Architecture Design (9 topics)

  • 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

Deploying Service Manager (6 topics)

  • Sizing the Environment (performance impact)
  • Installation and Setup
  • High Availability
  • SQL Best Practice
  • Troubleshooting
  • Lab: Installing Service Manager - Duration 60 minutes

Configuration Management and Connectors (6 topics)

  • Configuration Management with Service Manager
  • Connectors
  • Active Directory
  • Operations Manager
  • Configuration Manager
  • Lab: Configuring Connectors - Duration 60 minutes

Service Manager Management Packs (8 topics)

  • 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

User Roles and Functions (5 topics)

  • 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

Using System Center Service Manager (4 topics)

  • 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

Data Warehouse and Reporting (6 topics)

  • Data Warehouse and Reports
  • Anatomy of ETL
  • Favorite Reports
  • Linked Reports
  • Scheduled Reports
  • Lab: Reporting and Data Warehouse- Duration 30 minutes

Self Service Portal (5 topics)

  • 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

Maintaining Service Manager (5 topics)

  • How to Maintain Service Manager on a Daily Basis
  • Configuring Notifications for Service Manager
  • Workflow Status
  • Announcements
  • Lab: Maintaining Service Manager -Duration 20 minutes

Extending Service Manager (5 topics)

  • How to Extend the CMDB
  • Introducing the Authoring Console
  • Introducing Forms
  • Introducing the MP XML Structure
  • Lab: Extending Service Manager -Duration 40 minutes

Troubleshooting Service Manager (1 topic)

  • Common Service Manager Error Scenarios and Remediation


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

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor .

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