Dieser Kurs ist für IT Professionals, die mindestens ein Jahr Erfahrung mit IT Prozessen oder einem bzw. mehreren System Center Produkten (Operations Manager, Configuration Manager) haben.

Zusätzlich ist dieser Kurs für Administratoren, die für die Konfiguration und das Implementieren eines System Center Service Manager verantwortlich sind. Sie müssen ein bis drei Jahre Erfahrung im Support eines Service Desks haben.

Weiters ist dieser Kurs für Personen derIT Operation, die IT Prozesse implementieren und die verstehen möchten wie ein Service Manager, von der technischen Seite betrachtet, funktioniert.

Nach Besuch dieses Kursen sind die Teilnehmer in der Lage, einen Service manager in die Unternehmensumgebung zu implementieren und zu konfigurieren.

ITIL/MOF Overview

• ITIL/MOF Overview: Why People and Processes Matter; IT Service Lifecycle; Manage Layer; Change and Configuration Management

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

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

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

Incident Management

• Incident Management in System Center Service Manager
• Service Desk Scenario in Service Manager

Lab : Policy and Process Exercise: Incident Management

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

Lab : Policy and Process Exercise: Problem Management

Reviews and Reports

• Purpose of SMF Reviews
• SCSM Data Warehouse and Reports

Organizational Analysis

• 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

• 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

• 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

• Configuration Management with Service Manager
• Connectors
• Active Directory
• Operations Manager
• Configuration Manager

Lab : Configuring Connectors - Duration 60 minutes

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

Lab : How to Configure Incident Feeders – Duration 30 minutes

User Roles and Functions

• Understand Security Scopes/UI Filters
• User Role Profiles
• Role Based Security
• Creating User Rolesand Scopes

Lab : Creating User Roles in Service Manager – Duration 30 minutes

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?

Data Warehouse and Reporting

• Data Warehouse and Reports
• Anatomy of ETL
• Favorite Reports
• Linked Reports
• Scheduled Reports

Lab : Reporting and Data Warehouse- Duration 30 minutes

Self Service Portal

• 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

• 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

• 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

• Common Service Manager Error Scenarios and Remediation