50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010

50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Course Description

Intended Audience for the 50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Course

• 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.

Training Packages & Career Tracks that include the 50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Course

• Planning, Deploying and Managing Microsoft System Center Service Manager 2010

50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Course Objectives

• Implement and configure Service Manager in the enterprise environment.

Recommended Prerequisites for the 50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 course

• 50028: Microsoft System Center Operations Manager 2007 (formerly MOM)
• 6451: Planning, Deploying and Managing Microsoft Systems Center Configuration (formerly SMS) Manager 2007 Accelerated
• 6451: Planning, Deploying and Managing Microsoft Systems Center Configuration (formerly SMS) Manager 2007 Boot Camp

50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 Course Outline

1. Module 1: ITIL/MOF Overview
   1. ITIL/MOF Overview: Why People and Processes Matter; IT Service Lifecycle; Manage Layer; Change and Configuration Management
2. Module 2: Change Management
   1. The Change Management SMF Processes and Workflow
   2. Change Management in Service Manager
3. Module 3: Configuration Management
   1. ITIL Definition of Configuration Management
   2. ITIL Configuration Management Workflow
   3. The Purpose of the Configuration Management SMF
   4. System Center Service Manager CMDB
   5. System Center Configuration Manager Integration
   6. System Center Operation Manager Integration
   7. How Service MAP Can Give Input to CMDB
4. Module 4: Service Desk
   1. ITIL Definition of Service Desk
   2. MOF Operate Phase
   3. The Goals of the Customer Service SMF
   4. The Purpose of the Customer Service SMF
   5. Key Role Types in the Customer Service SMF
   6. The Customer Service SMF Processes and Workflow
5. Module 5: Incident Management
   1. Incident Management in System Center Service Manager
   2. Service Desk Scenario in Service Manager
6. Module 6: Problem Management
   1. ITILs Definition of Problem Management
   2. The ITIL Problem Management Process
   3. The Goals of the Problem Management SMF
   4. The Purpose of the Problem Management SMF
   5. Key Role Types in the Problem Management SMF
   6. The Problem Management SMF Processes and Workflow
7. Module 7: Reviews and Reports
   1. Purpose of SMF Reviews
   2. SCSM Data Warehouse and Reports
8. Module 8: Organizational Analysis
   1. Overview of the Teams Used with Service Manager (MOF)
   2. Description of Teams that Should Be in Place to Implement Service Manager
9. Module 9: Planning and Architecture Design
   1. Understanding the Quality of IT Processes
   2. Understand the Requirements for the System Center Products that Service Manager will Integrate With
   3. Reporting and Data Warehouse Requirements
   4. Self Service Portal Requirements
   5. Service Manager Components
   6. Inside Service Manager
   7. Service Manager Scalability
   8. Hardware Sizing
   9. Implementation Scenarios
10. Module 10: Deploying Service Manager
    1. Sizing the Environment (performance impact)
    2. Installation and Setup
    3. High Availability
    4. SQL Best Practice
    5. Troubleshooting
11. Module 11: Configuration Management and Connectors
    1. Configuration Management with Service Manager
    2. Connectors
    3. Active Directory
    4. Operations Manager
    5. Configuration Manager
12. Module 12: Service Manager Management Packs
    1. Explain the concepts of Management Packs and how they work
    2. Explaining the different Management Packs Types
    3. Explain the content and modules of a Management Pack
    4. Explain the Incident Management Pack
    5. Explain the Problem Management Pack
    6. Explain the Change Management Pack
    7. Explain Knowledge Management pack
13. Module 13: User Roles and Functions
    1. Understand Security Scopes/UI Filters
    2. User Role Profiles
    3. Role Based Security
    4. Creating User Roles and Scopes
14. Module 14: Using System Center Service Manager
    1. How do you build the Incident process into Service Manager?
    2. How do you build the Problem process into Service Manager?
    3. How do you build the Change process into Service Manager?
15. Module 15: Data Warehouse and Reporting
    1. Data Warehouse and Reports
    2. Anatomy of ETL
    3. Favorite Reports
    4. Linked Reports
    5. Scheduled Reports
16. Module 16: Self Service Portal
    1. Self Service Portal Overview
    2. How to configure Self Service Portal
    3. End User Portal
    4. Analyst Portal
17. Module 17: Maintaining Service Manager
    1. How to Maintain Service Manager on a Daily Basis
    2. Configuring Notifications for Service Manager
    3. Workflow Status
    4. Announcements
18. Module 18: Extending Service Manager
    1. How to Extend the CMDB
    2. Introducing the Authoring Console
    3. Introducing Forms
    4. Introducing the MP XML Structure
19. Module 19: Troubleshooting Service Manager
    1. Common Service Manager Error Scenarios and Remediation

Benefits of taking the 50217: Planning, Deploying and Managing Microsoft System Center Service Manager 2010 course at NetCom

• Why choose Microsoft - Technical Training at NetCom Learning?
  As a recognition for training excellence, NetCom Learning was chosen by Microsoft as the 2007 Worldwide Learning Solutions Partner of the year out of 1400 training companies.

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  Why Microsoft - Technical Training at NetCom? NetCom Learning is a Microsoft Gold Certified Partner for Learning Solutions (CPLS). CPLS is the premier training channel and delivery mechanism for Microsoft training content. NetCom was honored by Microsoft as the 2007 Worldwide Partner of the Year for Learning Solutions. Selected as the Number One CPLS from over 1400 worldwide CPLSs, Microsoft recognized our commitment and ability to deliver high-quality learning services using a consultative engagement model. Microsoft Certified Partner for Learning Solutions Value Proposition: Microsoft Certified Partner for Learning Solutions Non-authorized Training Center Only MCT (Microsoft Certified Trainers) are authorized to teach the class Non MCT can teach the course Taught using Microsoft Authorized Courseware (MOC), includes free evaluation software and online training Do not have access to official courseware Partners adhere to stringent Microsoft designated lab requirements Computer and lab equipment may not be up to requirements of course Successful candidates are awarded Certificate of Completion directly from Microsoft for most of the courses Not authorized to issue Certificate of Completion Software Assurance Vouchers can only be redeemed at a CPLS Cannot redeem Software Assurance Vouchers from Microsoft Overall, a better quality training experience Substandard training experience Here are some important web links: Certifications Career Tracks Course Catalog (PDF Version) Course Listing by Vendor Sign up for Free Workshops Student Loan as low as $25 per month Our Recognition List What our students have to say Why NetCom? Locations

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• Award winning, world-class Instructors

  Carmille A. - Highly-skilled in graphics and web software including Adobe CS3, CS4 & CS5 Photoshop, Dreamweaver, Illustrator, InDesign, Captivate, Acrobat and Quark; - Expert in Microsoft Office, including Excel, Word and PowerPoint. Licensed Application Instructor and Microsoft Certified Trainer since 2000. - Over 20 years of experience as Creative Director for multinational corporations such as McCann Erickson, Lintas, and Publicis. Bio: Carmille has been a Licensed Application Instructor and Microsoft Certified Trainer for years. She specializes in web development, business productivity and digital media applications such as SharePoint, Quark and the Adobe Creative Suite as well as numerous programming languages including XML, XHMTL, HTML and CSS. Carmille is passionate about educating and has a unique talent for making complex design and development principals seem "easy" to students from all levels of expertise. She currently teaches Adobe Graphic and Web Designer, Microsoft Office Specialist, SharePoint End User and the acclaimed Website Development Professional courses at NetCom Learning. Her 20+ years of experience as Creative Director for multinational corporations bring a special and innovative approach to her classes at NetCom Learning.

  Emilio G. - Vastly experienced working within multinational environments and capable of connecting to different audiences - In-depth expertise in the implementation, troubleshooting and documentation of networks and security systems, with strong "hands on" technical knowledge of CISSP, CEH and CHFI. - Master of Science in Electronics Engineering, and holder of several technical certifications. - Highly-skilled in diverse fields ranging from Security, Computer Forensics, Networking, Routing Protocols, Programming, Databases and Applications to name a few. Bio: With over 25 years of technical experience, Emilio brings a dynamic set of skills supported by a Masters Degree in Electronics Engineering and on-the-field experience working in multinational environments. He also holds more than 12 Cisco, CompTIA, and Microsoft certifications. Although he is well versed and thorough in multiple technological fields, his technical forte lies in the security domain, specifically CISSP, CEH and CHFI. Emilio�s skills have evolved over time, studying closely and constantly staying well informed of the growing cyber threats. These are just some of the few reasons why Emilio brings to his classes more than just what's in the books.

  Enayat M. - Bachelors Degree in Mathematics and holder of several Cisco, CompTIA and Microsoft certifications. - Experienced instructor working in the field since 1999 and Subject Matter Expert at NetCom Learning since 2006. - Worked as Technical Support at Solomon Smith Barney/Citibank. Bio: Enayat Meer has a Bachelors Degree in Mathematics and holds numerous certifications such as A+, Network+, Security+, CCNA, MCT, and MCTS to name a few. He is an experienced trainer, and has served as an A+, NT4.0, Window 2000 and Windows 2003 instructor in a variety of New York schools since 1999. Since that time, he has also provided technical support at Solomon Smith Barney/Citibank in its private banking and global assets management group. Enayat has trained over 800 students at NetCom Learning. He has been a Subject Matter Expert at NetCom Learning since 2006 and his hands-on project expertise is an invaluable addition to NetCom Learning�s classroom instruction, helping to bring theoretical topics to life.

  Erick P. - In-depth experience in all phases of project lifecycle: requirements gathering, specifications, development and team management, testing, end user training, and maintenance in addition to .NET, ASP, ADO, SQL, JavaScript, and SharePoint. - Developed the first online multimedia training content system to Harvard University as well as multiple online multimedia projects for the North Carolina State Government. - Highly rated instructor averaging 8.7 out of 9 on evaluation reports. Bio: Erick has been training business and IT professionals since 1989, when he developed and introduced the first online multimedia training content system to Harvard University. Since then he has honed his business, programming, and database skills providing highly customized software solutions and education programs for multiple clients such as North Carolina State Government, Cisco, IBM, and Time Warner Cable. Erick's teaching prowess and real-world experience leading a team of software application developers make him a top Instructor and Subject Matter Expert at NetCom Learning, where he averages 8.7 out of 9 on evaluation reports.

  Ignacio J. - Designs and architects Microsoft IT solutions since the early 1990s. - Hands-on experience in multiple Microsoft Dynamics products including CRM, GP, SL, AX and NAV since 2004. - Taught over 250 courses at NetCom Learning. Bio: Ignacio is a Senior Solutions Architect, Civil Engineer and Certified Expert Trainer. He has been designing and architecting Microsoft IT solutions since the early 1990s, and has extensive experience developing scalable and high performance integration solutions. In 2004, Ignacio expanded into business management and accounting software as well, where he gained hands-on experience in many Microsoft Dynamics products including CRM, GP, SL, AX and NAV. Ignacio holds a library of industry-wide certifications from Microsoft and other leading IT vendors. He has taught over 250 courses at NetCom Learning and is revered by students for his wide-ranging IT expertise.

  J Tom K. - Software Developer and sought-after Microsoft Certified Trainer (MCT) with over 30 years of hands-on experience. - Expert in Microsoft technologies: .NET Framework, C#, VB .NET, ASP .NET, XML Web Services, ADO .NET, SQL Server, SharePoint Portal Server, Content Management Server, Commerce Server, BizTalk, MSMQ, COM+, COM Migration to .NET and PocketPC development. - Extremely knowledgeable and rated as excellent by NetCom Learning students. Bio: Tom Kinser is an accomplished Software Developer and sought-after Microsoft Certified Trainer (MCT). Tom is also an expert in successfully designing software, managing and training programmers for over 30 years. Tom specializes in helping businesses, enterprises, and government agencies apply current technologies to solve their unique business problems. He accomplishes this via hands-on training in cutting-edge programming and database design techniques. Tom consistently delivers successful training engagements in both classroom and live-online settings and is rated as excellent by NetCom Learning students.

  Jayson F. - Over 32 years of experience as well as 18 certifications, including Cisco, CompTIA, and Microsoft. - Strong background, with web development & design of infrastructure for companies such as AT&T, Sports Illustrated, and Toys R Us. - Specialist in applying process and finding solutions to solve them in addition to training people in the skills to manage the process and meet goals. Bio: Jayson is a talented and valued Microsoft Certified Trainer (MCT) with over 32 years of IT experience. Along with web development & design of infrastructure for companies such as AT&T, Sports Illustrated, and Toys R Us, he holds several IT certifications. He is a CCDA, CCNA, Security+ certified, MCDBA, and MCSE to name a few. Jayson's focus is on finding solutions to problems and applying process to solve them. He instructs professionals in the skills to manage the process and meet goals, which makes him a respected trainer at NetCom Learning.

  Mark L. - Experience teaching beginner to advanced software engineering and development classes - Architectured NetCom Learning's Mobile Development Professional training package (Android & iPhone) - Acclaimed instructor at NetCom Learning, with evaluation score of 8.7 out of 9. Bio: Mark is an accomplished web and mobile development trainer and Subject Matter Expert. He has been teaching beginner to advanced software engineering and development classes since 2005. With an extensive background in corporate programming he easily understands the impact of new technologies and the knowledge developers need to succeed. Most recently Mark architectured NetCom Learning's Mobile Development Professional training package (Android & iPhone) to much critical acclaim. Mark's passion and aptitude for the subject matter is abundant, and clearly evident in his near-perfect post-class evaluation scores (8.7 out of 9) and praise from clients.

  Michael G. - Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. - An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses. - High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning. Bio: Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses. Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

  Mingya (Alan) T. - MBA in Information System from Montclair University, NJ. - Onsite training on behalf of Microsoft to numerous companies, including CITI Group Lehman Brothers, Prudential Insurance Company, Toshiba, and KPMG. - Microsoft Certified Trainer (MCT) since 2001. Bio: Alan is a highly experienced Microsoft Certified Trainer. In addition to his MBA in Information System, he is a member of the Microsoft Gold Certified Partner and has done onsite training for companies such as CITI Group Lehman Brothers, Prudential Insurance Company, Toshiba, and KPMG; on behalf of Microsoft. Alan has been teaching at NetCom Learning since 2007, focusing on SharePoint, .NET, and BizTalk.

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  May 15 2012 Good training, great instructor. -Kenneth C. Course(s) Taken MCTS and MCITP: Microsoft SharePoint 2010, Administration and Configuration - Boot Camp

  
  

  May 15 2012 The experience was everything I had hoped for plus more. Our instructor was very knowledgeable and great at presenting the content in a way that was easy to understand. -Zehrudin N. Course(s) Taken MCTS and MCITP: Microsoft SharePoint 2010, Administration and Configuration - Boot Camp

  
  

  May 15 2012 Instructor is very good at explaining things that are difficult to comprehend sometimes and he does it in a way that helps you better understand. -Juan G. Course(s) Taken MCTS and MCITP: Microsoft SharePoint 2010, Administration and Configuration - Boot Camp

  
  

  May 15 2012 Instructor knowledge of the product was in depth. Excellent training and real world example. Explained the course in easy manner to understand. -David T. Course(s) Taken MCTS and MCITP: Microsoft SharePoint 2010, Administration and Configuration - Boot Camp

  
  

  May 15 2012 I have enjoyed my training class and training facilities. I will come back. -James M. Course(s) Taken MCTS and MCITP: Microsoft SharePoint 2010, Administration and Configuration - Boot Camp

  
  

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  May 02 2012 I have never learned and retained this much information in such a short period of time, everything about my experience has been positive. -Adam W. Course(s) Taken MCTS and MCITP: Windows 7 Configuration and Desktop Support Technician - Boot Camp

  
  

  Apr 20 2012 Overall great experience. Was very pleased with the way the course was handled by the instructor. -A. Moctezuma Course(s) Taken Programming in C# with Microsoft .NET Framework 4

  
  
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