Planing, Deploying and Managing Microsoft System Center Service Manager 2010

Planing, Deploying and Managing Microsoft System Center Service Manager 2010 Cursus

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Overzicht

Doel De cursus biedt de deelnemers de kennis en vaardigheden om Microsoft System Center Service Manager 2010 uit te rollen en te configureren. Deelnemers leren Service Manager in te richten aan de hand van IT-processen die geënt zijn op de IT ... Volledige omschrijving

Bestemd voor

Consultants en beheerders die bekend zijn met IT-processen ter ondersteuning van service desks en die verantwoordelijk zijn voor de implementatie of het beheer van System Center Service Manager 2010.

Benodigde kennis

Basiskennis op het gebied van ITIL en/of MOF. Kennis van System Center Configuration Manager op het niveau van de cursus System Center Configuration Manager 2007 Fundamentals. Kennis van System Center Operations Manager op het niveau van de cursus System Center Operations Manager 2007 Fundamentals.

Programma

ITIL/MOF Overview: ITIL/MOF support in Service Manager Service Management Functions (SMFs). Change Management: Change Management SMF Processes and Workflow in Service Manager. Configuration Management: ITIL Definition of Configuration ... Volledig programma

Keurmerken

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Beschrijving

Doel

De cursus biedt de deelnemers de kennis en vaardigheden om Microsoft System Center Service Manager 2010 uit te rollen en te configureren. Deelnemers leren Service Manager in te richten aan de hand van IT-processen die geënt zijn op de IT Infrastructure Library (ITL) en het Microsoft Operations Framework (MOF). Ook laat de cursus zien hoe Service Manager geïntegreerd kan worden met andere System Center-producten.

Programma

ITIL/MOF Overview:

  • ITIL/MOF support in Service Manager
  • Service Management Functions (SMFs).

Change Management:

  • Change Management SMF Processes and Workflow in Service Manager.

Configuration Management:

  • ITIL Definition of Configuration Management and workflow
  • Configuration Management SMF
  • System Center Service Manager CMDB.

Service Desk:

  • ITIL Definition of Service Desk
  • MOF Operate Phase
  • Customer Service SMF.

Incident Manager:

  • Service Manager Incident Management
  • Service Desk Scenario.

Problem Management:

  • Key role types, processes, and workflow in Problem Management SMF.

Review and Reports:

  • SMF Reviews
  • SCSM Data Warehouse and Reports.

Organizational Analysis:

  • Teams used in Service Manager (MOF)
  • Teams required to Implement SCSM.

Planning and Architecture Design:

  • Quality of IT Processes
  • SCSM requirements and scalability
  • Implementation scenarios.

Deploying Service Manager:

  • Installation and Setup
  • Sizing and High availability
  • SQL Best Practice
  • Troubleshooting.

Configuration Management and Connectors:

  • Active Directory, Operations Manager, and Configuration Manager connectors.

Service Manager Management Packs:

  • Management Pack types and content
  • Incident, Problem, Change and Knowledge Management Packs.

User Roles and Functions:

  • Sercurity Scopes/UI Filters
  • Use Role Profiles; Role Based Security
  • Creating User Roles and Scopes.

Data Warehouse and Reporting:

  • Anatomy of ETL
  • Favorite Reports
  • Linkes and Scheduled Reports.

Maintaining Service Manager:

  • Daily maintenance
  • Configuring Notifications
  • Workflow status; Announcements.

Extending Service Manager:

  • Extending the CMDB
  • Creating views for new classes
  • Importing data into the CMDB.

Troubleshooting Service Manager:

  • Common error scenarios and remediation.

Deze gegegevens zijn voor het laatst bijgewerkt op 6 februari 2012.