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

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Course 50217a
Planning, Deploying and Managing Microsoft®
System Center Service Manager 2010
Instructor Manual
Table of Contents
Contents
Course timing 3
Day 1 3
Copyright©2010 Microsoft Corporation 1

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Day 2 3
Day 3 4
Day 4 4
How to teach this course 4
Introduction to Instructors Notes 4
Objectives 4
Introduction 5
Pre-Class Tasks 5
Beginning the class 5
Service Manager MOF 7
Module 1: ITIL/MOF Overview 7
Module 2: Change Management 8
Policy and Process exercises: Change Management 9
Module 3: Configuration Management 9
Module 4: Service Desk 10
Module 5: Incident Management 11
Policy and Process exercises: Incident Management 11
Module 6: Problem Management 12
Policy and Process Exercises: Problem Management 12
Module 7: Reviews and Reports 13
Ramp Up 13
Service Manager Administration part 15
Module 8: Organizational Analysis 15
Module 9: Planning & Architecture Design 16
Module 10: Deploying Service Manager 18
Module 11: Configuration Management & Connectors 21
Module 12: Management Packs 24
Module 13: User Roles and Functions 27
Module 14: Using Service Manager 2010 28
Module 15: Data Warehouse and Reporting 30
Module 16: Self Service Portal 31
Module 17: Maintenance 32
Module 18: Extending Service Manager 32
Module 19: Troubleshooting 33
Final notes 33

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Course timing
Below are the recommended durations of the modules and hands-on labs.
Depending on the class, individual times may be different. Be prepared to adjust the course schedule by
including or removing optional labs.
Day 1
9.00 – 9.30 30m Introduction
9.30 – 11.00 1,5h Module 1: ITIL/MOF Overview
1. Why people and processes matter
2. IT Service Lifecycle
3. Manage Layer
4. Change-and Config. Management
11.00 – 12.00 1h Module 2: Change Management
12.00 – 13.00 1h Lunch
13.00 – 13.15 15m Exercise: Change Management
13.15 – 13.45 30m Module 3: Configuration Management
13.45 – 14.00 15m Break
14.00 – 14.30 30m Module 4: Service Desk
14.30 – 15.00 30m Module 5: Incident Management
15:00 – 15:30 15m Exercise: Incident Management
15.30 – 16.00 30m Module 6: Problem Management
16.00 – 16.15 15m Exercise: Problem Management
16.15 – 16.30 15m Module 7: Reviews and Reports
Day 2
9.00 – 9.45 45m Module 8: Organizational Analysis
9.45 – 10.00 15m Practice: Discussing Organizational Analysis
10.15 – 10.30 15m Break
10.30 – 12.00 75m Module 9: Planning & Architecture Design
12.00 – 13.00 1h Lunch
13.00 – 14.00 1h Module 10: Deploying Service Manager
14.00 – 14.30 30m Hands-on lab: Installing Service Manager
14.30 – 15.00 30m Break
15.00 – 16.00 1h Module 11: Configurations Management and Connectors
16:00 – 17:00 1h Hands-on lab: Configuration Management & Connectors

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Day 3
9.00 – 9.45 45m Module 12: Management packs (Service Modules)
9.45 – 10.00 15m Break
10.00 – 10.45 45m Module 12: Management packs (Management Packs Types)
10.45 – 11.15 30m Module 12: Management packs (Incident & Problem)
11.15 – 12.00 45m Module 12: Management packs (Change)
12.00 – 13.00 1h Lunch
13.00 – 13.30 30m Module 12: Management packs (Knowledge)
13.30 – 14.30 1h Hands-on lab: Management Packs
14.30 – 15.00 30m Break
15.00 – 15.30 30m Module 13: Personas Matrix & Security
16.00 – 16.30 30m Hands-on lab: User Roles
Day 4
9.00 – 10.00 60m Module 14: Operations – using the product
10.00 – 10.30 30m Hands-on lab: Using the product
10.30 – 11.15 45m Module 15: Data warehouse and Reporting
11.15 – 12.00 45m Module 16: Self Service Portal
12.00 – 13.00 1h Lunch
13.00 – 13.45 45m Hands-on lab: Self Service Portal
13.45 – 14.15 30m Module 17: Maintenance
14.15 – 14.30 15m Break
14.30 – 15.15 45m Module 18: Extending Service Manager
15.15 - 16.00 45m Hands-on lab: Extending Service Manager
16:00 – 16:30 30m Module 19: Troubleshooting scenarios
How to teach this course

Here are some recommendations on how to deliver this course.
Introduction to Instructors Notes

Objectives
· Provide instructors with guidance on how to use instructor notes
· Provide guidance on how to use the training manual´s introductory chapter
· Set expectations of instructors for pre- and post-class tasks
· Set expectations of how to begin class

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Introduction
This chapter serves as introductory guidance to instructors teaching System Center Service Manager 2010
– Process awareness and Advanced Configuration and Administration class. The purpose of this chapter is
to create consistency between all classes. A participant attending an administration class for
administration A should experience the same class beginning as a participant attending an administration
class for administration B.
This chapter provides the following information:
· How to use the Introduction chapter
· Pre-class tasks
· How to begin class
· How to use the instructor notes
· Post-class tasks
Pre-Class Tasks
There are several tasks that instructors should take care of to ensure a smooth start-up to the class. These
include, but are not limited to:
· Contact training center in advanced – contact the training center several days prior to the beginning
of the class and verify these things:
o Center has correct virtual images
o Images will be installed and verified prior to your arrival
o Training room has white boards, markers, flip charts and audiovisual equipment as you
require to deliver the class
o Confirm the data and time you wish to arrive at the center
· Check the training room before class – go to the training center and check your room the day before
class starts. Verify that equipment is available and images are loaded. Always test the images during
this inspection visit. This is also the time to set out participant materials at the participant desks,
prepare name cards, prepare white board and flip charts for use, and to test audiovisual equipment.
· Arrive early the first day of class – leave yourself time to take care of last minute details. Give
yourself time to start up your instructor machine, open your Power Point slide deck, and ready your
notes
· Prepare a parking lot – it is strongly encouraged to designate a slip chart page or a section of a white
board as a parking slot for unanswered questions. This will enable the instructor to set aside
questions that cannot be immediately answered or that require answers that may take longer than the
class timeline will allow.
· Display the Welcome slide – the Welcome slide is the first slide in each class slide deck. This slide
should be on display as participants enter the room
· Ensure participant sign-in – ensure that participants sign the class roster provided by the training
center as the enter the training room
Beginning the class

Introductions
The beginning of the class is guided by the first few slides of the PowerPoint slide deck. Display the
Introductions slide and introduce yourself using the bullets on the slide. The instructor should include
information about the qualifications the instructor has to teach the class.
Allow participants time to introduce themselves using these same bullets.

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Class Logistics
Display the nest slide and go through the logistics of times, breaks, and bathrooms. This is also a good
time to start setting expectations for participation: class will start on time and participants are expected to
shut off mobile phones and e-mail at that time.
Introduce the Class

The remaining slides will introduce the table of contents of the class. It is a good idea to have the
participants open the training manual and browse the table of contents while you review the topics that
will be covered in class.
The Introduction Module

The introduction module, module 1, contains information about:
· Microsoft Certification Program – make participants aware of the Microsoft Certification program
· Prerequisites – use the information to assist in the expectation setting for the class; this will
ensure that all participants understand what the expected level of expertise is for taking part in the
class
· Course Outline – Information about the organization of the modules
· Virtual Machine Environment – Information about the virtual environment used during the class
· Demonstration using the virtual environment - make participants aware how to use the virtual
environment
Give the participants time to write down their objectives for the class. This will help them focus on the
information and skills they wish to learn during the class.
How to use instructor notes

Instructor notes are provided by Microsoft Learning content authors to serve as a guide for instructors.
They are the communication link between authors and instructors.
Content authors write instructor notes to:
· Provide guidance on which topics should be emphasized during class
· Provide clarification on how to use examples and case studies provided in the content
· Provide approximate timelines for presentation and completion of material
· Provide guidance on how to augment the presentation of the content with Microsoft Power Point
slides
· Provide tips and tricks to augment participant learning
· Inform instructors of any special requirements of the class
· Provide any additional files that are to be used with a module
Instructor notes do not have to be followed verbatim. They are suggestions for how to present the material
included in the training manual and must be adapted to the individual skills and knowledge of the
instructor.
However, the instructor notes are written by seasoned training professionals that are themselves trained on
the best practices in classroom training presentation. Also the content authors have tapped into the
Microsoft product expert team to include the most relevant information possible for instructors to use in
their presentations.
Therefore it is important for instructors to incorporate the guidance provided by the instructor notes into
their presentations.
Organization of instructor notes

Instructor notes are written in the order in which the material is presented in the training manual.
Instructions and suggestions can be cross-referenced with the training manual topic by topic, and in many
cases paragraph by paragraph.
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Instructor notes will suggest the appropriate time to display the slides that accompany each module. Slides
are provided to give instructors visual references for participants while the instructor explains the topic
being presented.
Instructor notes will also provide any additional information needed to set the stage for participants to
engage in the labs.
Using Callouts
Callouts are used to draw attention to useful information. During class, consider highlighting call-outs as
appropriate. Below is an example of how callouts are used throughout the training material.
NOTE: Notes are found throughout the training courseware and are preceded by the work NOTE in bold.
Notes are used to provide information which, while not critical, may be valuable to an administrator.
Post-Class Tasks
Post-class tasks can vary depending on the class delivered and the training center used, but generally
includes the following:
· Evaluations – administer and evaluations required for the class. It is a good idea to direct the
participants to the evaluations in the middle of the last day of class so participants have time to
thoughtfully fill out the evaluation
· Parking lot – take down any remaining parking lot issues and determine how answer will be
distributed to participants. Obtaining participant e-mail addresses and sending out a group e-mail
with follow-up answers is often a simple solution
· Closure with training center – make a final visit to the training center contact person to ensure the
training center knows the class in completed and any final issues can be addressed
Service Manager MOF
Module 1: ITIL/MOF Overview

Chapter Overview
After completing this lesson, you will understand:
· Why people and processes matter
· IT Service Lifecycle
· Manage Layer
· Change-and Config. Management
Timeline
· Presentation: 1 hour
How to teach this chapter

ITIL/ MOF overview
Why people and processes matter
Clarify that System Center Service Manager supports both ITIL and MOF, clarify what the term of an IT
Service means. Mindset the students so they understand why processes matter. Explain why
implementing System Center Service Manager is not just a matter of technology, but needs to be
supported by right processes and people that know their roles and responsibilities.
IT Service Lifecycle

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Talk about the high level goals for MOF, The IT Service Lifecycle, Service Management Functions,
Management Reviews and Goals of the Phases and Manage Layer.
Manage Layer
Explain the MOF Manage Layer model.
Change- and Configuration Management

Explain the ITIL definition of Change Management and how MOF Change- and Configuration
Management work through all phases of the Lifecycle.
Module 2: Change Management

Chapter Overview
The goals of this chapter are to understand:
· The Change Management SMF processes and workflow
· Change Management in Service Manager
Timeline
· Presentation: 1 hours
The Change Management SMF processes and workflow

Explain the detailed change management activities.
In the Notes are references to Handout and Appendix, so the students get the opportunity to go deeper in
areas they would like to explore. Tell the students, where in the handouts they can find further
information.
Change Management in Service Manager

Explain how System Center Service Manager supports the Change Management process

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Policy and Process exercises: Change Management

Activities and Considerations for Base lining the Configuration
Which Policies do you need to have in place ?
Which procedures needs to be in place?
Handout: Table 4. Activities and Considerations for Baselining the Configuration
· Initiate a request for change (RFC)
· Classify Change
· Approve & Schedule Change
· Schedule change
Module 3: Configuration Management

Chapter Overview
The goals of this chapter are to understand Configuration Management features in general and how it fits
into System Center Service Manager 2010:
· 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
Timeline
· Presentation: 1 hours

Tell the students about the basic principles for Configuration Management and how it integrates with
other Operational systems

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Module 4: Service Desk

Chapter Overview
This lesson covers ITIL Service Desk and the Customer Service SMF in more detail. It discusses its
purpose and the goals of the Customer Service SMF in the MOF IT Service lifecycle. It then identifies the
key processes and their associated role types that help achieve the SMF goals.
· 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
Timeline
· Presentation: 0,5 hours
ITIL definition of Service Desk

Refresh the ITIL term of Service Desk.
MOF Operate Phase
Explain for the participants what the overall goals for the Operate Phase are.
Customer Service SMF

Explain Customer Service SMF in details and discuss scenarios where the Service Desk gets different
request from users.

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Module 5: Incident Management

Chapter Overview
· The Incident Management process and workflow
· Incident Management in Service Manager
· Service Desk Scenario in Service Manager
Timeline
ow to teach this chapter
The Incident Management process and workflow

Explain ITIL Incident Management and how MOF supports it.
Incident Management in Service Manager

Show the students how Service Manager 2010 supports Incident Management
Service Desk Scenario in Service Manager

Show the students an example on a Service Desk scenario in a Microsoft environment.
Policy and Process exercises: Incident Management

This exercise will illustrate how the lifecycle of incidents will take place
Hand out:
Appendix 2: Detection and recording lists the required type of activities I SCSM.
Table 5. Activities and Considerations for Recording the User’s Contact Information
Table 6. Activities and Considerations for Recording Details of a User’s Request
· Students can do an exercise that refers to their own organization. lists the activities involved in
recording the details of the user’s request. These include:
· Recording the details of the user’s request.
· Validating the data contained in an automated Help request.

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Module 6: Problem Management

Chapter Overview
This lesson covers the Problem Management process and SMF in more detail. It discusses its purpose and
goals in the context of the MOF IT Service lifecycle. It then identifies the key processes and their
associated role types that help in achieving the SMF goals
· 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
Timeline
ITIL definition of Problem Management and process

Refresh the ITIL term of Problem Management and the process.
MOF Problem Management SMF
Explain for the participants how MOF supports ITIL and give a detailed walk through of the workflow.
Policy and Process Exercises: Problem Management

This exercise will illustrate how the lifecycle of incidents will take place
Hand out:
Which policies and processes needs to be in place?
· Policy for activating Problem Management process
· SLA for repeating incidents
· Process for recording repeating incidents with relations to Known Error or/and Problem records.
· Process and tool tailored for catching and handling repeating alerts from Operations management
alerts
· Who is responsible for follow up upon previous incidents?
· What do you need to have in place to determine if it is acceptable with three breakdowns a week?
· What do you need in place to ensure you identify recurring incidents?

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Module 7: Reviews and Reports

Chapter Overview
This lesson sum up the purpose of Management Reviews as described in Module 2. And describe how
System Center Service Manager 2010 can support the MOF management reviews and KPI’s.
· Purpose of SMF Reviews
· SCSM Data Warehouse and Reports
Timeline
Purpose of SMF Reviews

Refresh the MOF Reviews.
SCSM Data Warehouse and Reports
Explain for the participants how SCSM supports MOF Management Reviews.
Ramp Up
Chapter Overview
This lesson sum up the ITIL and MOF processes and gives the students the opportunity to discuss how
important it is to have the right policies and processes in place to get the best benefit out of deploying
System Center Service Manager 2010.
The goals of this chapter are to discuss:
· High level Discuss Incident Management scenarios
· High level Discuss Problem Management scenarios
· High level Discuss Change Management scenarios
Timeline
· Presentation: 15 minutes

Ramp up the day.
Walk over the different processes and give examples and ask questions to make sure there is a general
understanding of the processes.
ITIL definition of Service Desk

Refresh the ITIL term of Service Desk.
MOF Operate Phase
Explain for the participants what the overall goals for the Operate Phase are.
Ramp up the processes and have general discussions in plenum about the highlights of every process
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• What is Configuration Management

• What is Change Management
• What is Incident Management
• What is Problem Management

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Service Manager Administration part
Module 8: Organizational Analysis

The objective of this module is to introduce how to do an Analysis of the organization where Service
Manager is to be implemented. The module will focus on the following areas:
Personas (Role types)
Please read the TEAM SMF chapter in the MOF v 4.0 to understand the different roles.
Make sure the following concepts can be explained.
· Accountable
· Responsible
· Flexible
· Scalable
Role Types and Responsibilities
Make sure the following roles can be explained in detail. Make sure the other roles can be explained in the
team SMF, but the main focus should be one the roles listed below.
• Support
• Operations
• Service
• Compliance
• Solutions
• Management
Key Team SMF Principles
Understand the different “out of the box” user roles and make sure you can explain what the limitations
are for each role.
Best practice
Discuss how the understanding of the organization can help to set the requirements for the user roles and
how to form teams.
Make sure pro-active activities and re-active activities are separated.

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Module 9: Planning & Architecture Design

The purpose of this module is to prepare for a Service Manager implementation by focusing on planning
and architecture. This is done by focusing on the following:
• Understand Requirements
• Inside Service Manager
Service Manager Components
Architecture Components
Exploring Some Key Features
• Performance and Scale
• Hardware Sizing
Understand Requirements
Understand which IT-processes the Organization will use and in which order they should be implemented
in Service Manager.
Identify the processes that are supported out of the box and how other IT-processes can be handled outside
the tool.
Understand the quality of the IT processes by analyzing each process for traces of the activities and KPI’s.
Quality of products used by Service Manager
Understand and analyze the current System Center product in use and understand which CI’s types it will
deliver
• Operations Manager
• Configurations Manager
Analyze the Active Directory structure and understand which CI it can deliver
Analyze other factors that will deliver input to Service Manager Examples can be
• E-mail
• Instant Messaging
• Phone & Fax.
Inside Service Manager

Make sure the services of Service Manager can be explained
Please read the following blog posts before teaching this module
The System Center Platform in Service Manager Part 3: The System Center Data Access Service
http://blogs.technet.com/servicemanager/archive/2009/02/27/the-system-center-platform-in-service-
manager-part-3-the-data-access-service.aspx

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The System Center Platform in Service Manager Part 4: The System Center Management Service
manager-part-4-the-system-center-management-service.aspx
The System Center Platform in Service Manager Part 5: The Management Configuration Service
manager-part-5-the-management-configuration-service.aspx
Workflow Engine
Make sure the different types of workflow engine are understood.
Please read the following blogpost:
The System Center Platform in Service Manager Part 4: The System Center Management Service
manager-part-4-the-system-center-management-service.aspx
Targeting Workflows in Service Manager

http://blogs.technet.com/servicemanager/archive/2009/08/21/targeting-workflows-in-service-manager.asp
x
Look at the examples and make sure you can explain the mixture of using Service Manager Workflow
and the possibility to call Windows Workflow.
Scalability
Make sure the different Scalability scenarios can be explained. The minimum requirements and how you
can scale the different components.
Hardware
Understand the different hardware constrains that should be know when sizing for Service Manager
Solution Scenario
This section discusses different Solution Scenarios. This goes from a small installation to a major
installation.
Please note that the last scenario also covers HA

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Module 10: Deploying Service Manager

The objective of this module is to discuss how Service Manager should be deployed in a production
environment. The following areas will be discussed
• Understand how to Deploy Service Manager

• Understand Performance
• Software Requirements
• Hardware Sizing
• Upgrade Scenarios
• High Availability
Understand how to Deploy Service Manager
Identify the size and profile of the customer where Service manager is to be implemented
The matrix talks about the following types
Standard: Medium installation with 20000 units and all processes used
Data Center Change and Config: 50000 units with only Change and Configuration Managements
Held Disk Incidents: 100000 units with incident Management only.
Windows Optimized Desktop
Introduce the Windows Optimized Desktop Solution Accelerator and the five Optimized Desktop
scenarios:
· Office – uses technologies like Remote Desktop, App-V and folder redirection to enable users to
work on any computer
· Mobile - the same as above, but includes technologies like BitLocker to protect the data and
provide replacement of computers
· Task – for legacy hardware using Remote Desktop to access LOB applications
· VDI – this is the server hosted virtual client and uses technologies like Remote Desktop
Connection Broker, Hyper-V and SCVMM.
· Work from home – emergency access scenario, for users forced to work from home.
Performance Impact
This section will discuss the different performance impacts, make sure examples can be given for
performance impacting a service manager implementation. When asking the performance questions give
examples from the implementation scenario given in the previous module.
Service Manager Sizing Helper.

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Think about showing the Performance Helper to the students
Deployment
Explain the software requirements and make sure to emphasize that only 64 bit software is supported. The
only exception is Service Manager Console
Server Components
Service Manager Management Server— Single member of a management group.

A Service Manager server hosts System Center's data access, configuration, and management services.
The data access service is the programmatic interface to the database that receives data from connectors,
and sends data to/from consoles and the self-service portal. The management service coordinates business
solution workflows, connectors and rules. Although the Service Manager console can be installed
standalone, the Service Manager server installation includes it as a default component.
Service Manager Database—A Structured Query Language (SQL) database hosted on Microsoft SQL
Server 2008 that implements a Configuration Management Database (CMDB) and also stores work items
such as incidents and change requests. This database houses all of the configuration data for a
management group and contains all data generated by the systems in the management group. This
database must be online at all times for the management group to function.
Data Warehouse Management Server—Single member of a data warehouse (DW) management group.
This management server also hosts System Center's data access, configuration, and management services,
with similar functions that these services perform on the Service Manager management server. The
workflows on this server include those that run extraction of data from the Service Manager database,
transformation of the data, and loading into the data mart. The data warehouse server can consolidate data
from multiple Service Manager management groups.
Data Warehouse Databases— Three Structured Query Language (SQL) databases hosted on Microsoft
SQL Server 2008 that implement a data warehouse repository, a data mart, and a dual-purpose
configuration management and staging database.
Reporting Server—A server that hosts SQL Server Reporting Services (SSRS) Web server and is
used by the reporting component of Service Manager to prepare and deliver reports.
Talk about the different things that need to be in place before the installation can be started.
AD group
Default SQL port
Local Administrator rights on SQL Servers
Verification of Reporting Services is working
Explain how the upgrade path can take place from Beta 2 to RTM.
Walk through the different localation languages that Service Manager will support.
For Service Manager

For Self Service Portal
Please see the following blogpost: http://social.microsoft.com/Forums/en-

US/systemcenterservicemanager/thread/4ff6bd68-4528-4258-a8c2-0d633238d5a2
High Availability
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Explain how the Data Access service and the Management Service can run on each cluster node in a two
node cluster setup. This can be done to off-load one server from running both services. If one Service
fails, it will fall over to another server and this server will host both Services for a limited period of time.
SQL Servers will offer different types of HA.

• Windows Cluster of SQL
• Log Shipping
• Mirror
Service Portal can make use of NLB and provide failover.
SQL best Practice
Please read the following White Paper for SQL Performance: SQL2005_PhysDB_Storage_Design
Troubleshooting
Read the troubleshooting slides and make sure examples can be given.
Look for value 3 in the installation log if installation fails
If using multiple Servers domain users will have to be used when installing.
Explain which events to look out for on the Management Server.
Reporting Service must be checked before installing Service Manager Data Warehouse. Make sure you
have the needed credentials to modify Reporting Services during the installation.
Class Discussion: Discuss different implementation scenarios which the customer is thinking about
using. Take example in Operations Manager experience among the students to drive the discussion if
needed.

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Module 11: Configuration Management & Connectors

This module discusses how Service manager handles Configurations Management and how connectors
help keeping the CMDB up to date. This module discusses to areas
· Understand Configurations Management
· Connectors
First discuss Configuration Management; in connection with this a reference back to the MOF
configuration management should be made, understand the process and give examples how this can be
done using Service Manager.
Understand which CI types (objects) you want to put in the CMDB
Take one step at the time and make sure you tell that filtering is important to ensure the quality of CIs
going into the CMDB
Understand what Service manager can provide in terms of CI and where the missing CI types are.
Prepare how the remaining CI should get into the CMS and how you can update these in an easy way.
(Automatic vs. Manual)
Service Manager data management: Explain how this is shared with Operations Manager and a common
CI structure is used, also explain that this is the reason why you can import OpsMgr MP into Service
Manager, so MP objects are known in Service Manager.
Explain how CI can be viewed from the console and how CI can be modified and deleted from the
console as well.
Explain how CI Properties and Relationships works and explain the different data that is giving for a CI
eg.
• CI Status
• CI Custodian
• Last Inventoried
• Notes Tab
• Work Items Affecting this CI
• Work Items Related to this CI
Explain how CI can be modified and deleted; give examples for best practice for maintaining CIs and also
when CIs are deleted and in what order it should take place.
Grooming and Data Retention: Explain how grooming works for CI data. Understand that:

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• Grooming is a background job

• CI data is not automatically groomed
• Use archiving for tracing and auditing
Service Maps
This section explains the concept of a service map. Make sure you have a running OpsMgr installation
where a distributed application is configured.
A service Map should be looked upon as an IT-Service and Service Map is a way of documenting the IT-
Service in Operations Manager and in Service Manager.
2 approaches can be used to define a service map
Bottom-up
Top-down
Explain the example of a Massaging Service
The explain Service Map make sure to read the Service Map section in MOF v 4.0 martrial
Explain what a distributed Application is in Service Manager
Show an example for a distributed application in an OpsMgr installation and also show how this can be
imported into Service manager from OpsMgr.
AD Connector
Explain the concepts behind the AD Connector
AD connector runs once per hour – no scheduling required

Options for creating AD connectors:
• Entire Domain, One Subdomain or One OU
• All Users/User Groups/Printers/Computers or pick specific ones
Run As account used for connecting to AD – use Test Connection button to validate
Cross-forest supported when there is two-way trust
Show examples for CI which are imported with the AD Connector
Also explain that the AD attributes cannot be extended by using the connector
Configuration Manager Connector
Create one connector instance for each primary site

Initial sync to populate SMDB will take some time
• e.g., 10K computers will take several hours
• Progress can be tracked in event log
Select which collections of computers to import data
Need to get name of server with SCCM DB and name of SCCM DB instance (e.g., SMS_SVC)
Run As account used to access SCCM
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Operations Manager Connector
Explain the two types of connectors

• CI Connector
• Alert Connector
Create one connector pr Operations Manager Installation pr connector type (CI vs. Alert)
Initial sync to populate SMDB will take some time
• e.g., 10K computers will take several hours
• Progress can be tracked in event log
Remember to import Management Packs to get CIs
Need to get name of the server running Operations Manager RMS role
Run As account used to access SCCM
Run As Account needs to be member of OM Admins
Integrated Service Desk
Summarize the connectors by explaining the Integrated Service Desk slide to give an overview.
CSV import tool: Explain this possibility to import CI which is not identified as a CI that can be imported
with the other connectors.
Hands-on labs
This lab will configure Service Manager Connectors for the following
· Active Directory
· Operations Manager
· Configuration Manager
· CSV file
CI will be imported into the CMDB for each connector and students will look at different types of CI’s
which has been imported into Service manager from the console

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Module 12: Management Packs

The objective of this module is to introduce Management Packs concept and explain the functions of each
Management Pack.
Service Module
Explain the concept behind Service Models
Explain that Management packs are Process Management Packs and not management packs as we know
them from OpsMgr.
Explain that Automated IT Process are driven by the management packs in terms of
• Presentations
• Processes
• Data
Explain what a Management pack is made of
• Data – classes, properties, relationships, templates

• Presentation – forms, views, tasks, reports…
• Automation – workflows, connectors, notifications
Explain Management pack Structure
Make sure the examples with buildings are understood and that examples can be given.
Explain the Classes defined in the model with CI and how things can descend from CI with attributes.
Use slide “Service Manager Example” to explain this
Management Packs Types
Explain the concept with Sealed an unsealed types. Also explain that certificates are needed to seal a
Management Pack
Explain the Service Manager Management Packs that is scheduled for Service Manager V1
Explain the different resources used in an Management pack. Make sure the following concepts can be
explained:
• Groups
• Lists
• Queues
• Tasks
• Forms

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• Templates
• Rules and Workflows
• Reports
• Languages
Incident Management
The module starts with an introduction in Incident Management. This serves as an introduction for the
Service Manager modules.
Explain that the Service Desk is the single point of contact for recording incidents that are happening in
the infrastructure. The incidents can come from various sources, like management and monitoring tools,
reported by the users by phone or e-mail.
The power of a Service Desk solution relies in integrating the information from all these sources and
providing relevant views.
Explain how the Incident management pack can detect and Record Incidents
Explain how Incidents Management integrate with other processes
Explain how Incidents Management Pack should be configured
Give examples for Incidents forms
Explain how the Incident management pack should be configured

• Resolution Time
• Priority Calculation
• Incident creation from e-mail
Problem Management
Ask about the difference between an Incident and a Problem.

Then give the definitions and explain the process in connection to the Management pack.
Explain Detection & Recording for a problem

• When is a problem a problem
• When should you create a problem (Give examples)
• Explain known Error
Explain the different tabs of a problem

• General
• Related Items
• Problem resolution
Change Management
Explain Base lining in Configuration Management
Explain the Change Management Flow

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Explain hos Change Management uses forms to drive the process
Explain the different type of changes that comes out of the box and when to use what
Tell about the Planning window and give examples for the following.
• Implementation Plan
• Risk Assessment Plan
• Test Plan
• Back out Plan
Tell about the Activities window and give examples for the following.
Activities
• These are the activities that a change must follow according to the process
• Works like a workflow engine
Tell about the Planning window and give examples for the following.
• Implementation Plan
• Risk Assessment Plan
• Test Plan
• Back out Plan
Explain voting capability
Knowledge Management Pack
Explain the Components of Knowledge Management
Explain the concept behind a Knowledge Articles
Explain the Structure of KA
Explain how a Knowledge Articles is build
• Internal Content
• External content
Explain how search can be used to find KA
Explain how end-users can user KA and how they can access them.
Explain importing and exporting of KA
Hands-on Labs
These labs are performed using Service Manager.
Service Manager: Create / modify a list in Service Manager
This will show how a list can be created or extended for an Incident Category.
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Service Manager: Create view for Incidents, Problem and Change
This will show how Incidents, Problems & Change views can be created and how filtering on Incidents
objects can be done.
Service Manager: Create Knowledge Articles
This will show how a Knowledge Articles can be created in Service Manager
Module 13: User Roles and Functions

This module will explain how user roles and Service Manager can be combined by using Role based
security.
The module has two objectives:
· Understanding User roles and how they work
· Understand Run As profiles and how they work
User Roles
Terminology: Reference back to the earlier concepts of Classes and objects
Recap on the Groups and Queues
Explain the concept of Scoping and filters used to shape a User profiles
Explain the following concepts
User Role Profiles
User Roles
Role Based Security; Show the AuthorizationMatrixes
Demonstrate how a User Role can be created
Run As Account
Explain the concept behind Run As account
Explain who uses Run As Accounts (ag. Connectors)
Explain how to maintain Run As Accounts
Hands-on Labs

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Creating a Group & Queue for Scoping Access
In this lab students will configure a group which will be used in connection with a user role.
Create User Role
In this lab students will create a User Profile where Scope is defined and Views are selected, this lab will
use a group for scoping which was created in the previous lab.
Module 14: Using Service Manager 2010

Explain how IT-Processes should be mapped to the tool. This will focus on some of the key points from
the MOF session and explain how each IT-process can be implemented into the tool.
This module will take a process at the time and explain how to map each IT-process into a Management
Pack
Explain the process vs. tool and how each activity leaves a trace. Also talk about KPI and how these
should be measuring the Service.
Explain the Requirements matrix for Incident Management
Focus on the following:
Define Technologies lists

Define Queues for escalations process
Define your resolution times
Define user roles
Define Priority Matrix for Incident and Problem
Walk through the Incident Management Overview
Explain how each activity has an Organization, a tool or a process activity
Do the same for Change Management
Patrice: Discuss how the things from the MOF course can be mapped into the tool. Where are the
dangers and where are the low hanging fruits
This module has two labs:

System Center Service Manager – Create Incident & Problem & Change lists according to IT-
processes

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This is a walkthrough of how defined Enumeration lists can be used to reflect an IT-process.
System Center Service Manager – Create Change Template
In this lab students will create a Change template according to IT-process requirements
System Center Service Manager – Use Change Template
In this lab students will use a Change template according to IT-process requirements defined in the
presious lab.

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Module 15: Data Warehouse and Reporting

The purpose of this module is to explain how Service Manager uses the data Warehouse and Reporting
First discuss the Data Warehouse Architecture.

· Database structure
· ETL
Next discuss the Reporting:

· Report types
· Linked reports
· Favorite reports
Explain that Service Manager uses System Center Common Schema for reporting.
Explain that reports can be scheduled by using SSRS
Read this blog post to understand how: Displaying Service Manager Reports in SharePoint
Optional Hands-on Lab: System Center Service Manager – Reporting
This lab shows how to do the following

Run reports
Create Favorite reports
Create Linked reports

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Module 16: Self Service Portal

The purpose of this module is to explain how the Self Service Portal works. It will focus on explaning the
following areas:
Self Service Portal Architecture
Explain the Architecture of the Self Service Portal
Explain the technologies behind the Self Service Portal
Explain how the SSP should be installed.
End User Portal

Explain what the End User Portal can do.
Focus on the following:
· Submit new incidents.
· View announcements.
· View and search knowledge base articles.
· Reset their password (requires Microsoft’s Identity Lifecycle Management).
· Self-service software provisioning (requires System Center Configuration Manager 2007).
· Contact support by e-mail, phone, or chat.
Analyst Portal
Explain what the Analyst Portal can do.
· View and approve review activities.

· View and complete manual activities.
· View change requests.
· View personal information.
Demo the Self Service Portal where the different Scenarios are shown.
Make sure you have demo data to show the different scenarios. Eg. Software packages, Activities
assigned to an analyst.
Explain how the SSP can be troubleshooted.
Optional Hands-on Lab: System Center Service Manager – Self Service Portal
This lab shows how to do the following:

· Create Incident using SSP
· Create Change using SSP
· Approve Change
· Configure “Contact IT”

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Module 17: Maintenance

The purpose of this module is to explain how to do maintenance of Service Manager:
· What are the things you will do to maintain Service Manager

· Explain IT announcements
· Explain Notifications
Optional Hands-on Lab: System Center Service Manager – Maintenance

· Create an IT-Announcement
· Create a Notification Subscription
Module 18: Extending Service Manager

The purpose of this module is to explain how to extend Service Manager:
· Service Manager Authoring Console

· Extending CI types in the CMDB
· Changing Forms
Make sure that the MP XML which is shown in the PowerPoint can be explained. The different sections
of the MP should be known as well as the different settings in the MP XML is also understood and can be
explained.
Optional Hands-on Lab: System Center Service Manager – Extending Service Manager

· Extend CI Type in the CMDB
· Create a csv file in the CMDB
· Changing a form in Service Manager
Make sure you read the following blogs
manager-part-2-the-model-based-database-try-it.aspx
http://blogs.technet.com/servicemanager/archive/2009/05/20/hacking-mp-xml-like-a-pro.aspx
http://blogs.technet.com/servicemanager/archive/2009/10/01/editing-a-view-in-a-management-pack.aspx

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Module 19: Troubleshooting

This module explains how Service Manager can be troubleshooted. The module is split into the different
areas of Service Manager and gives examples on how each area can be troubleshooted based on field
experience and Support cases.
The areas are:
• Service Manager & Console
• Service Manager Data Warehouse
• Self Service Portal
Final notes
The course was designed to be as modular as possible. Also the hands-on labs have little dependencies.
You can select independent days to teach separately.

Jun 3 2011 9:32PM

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

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Copyright©2010 Microsoft Corporation 1

Copyright©2010 Microsoft Corporation 2

Copyright©2010 Microsoft Corporation 3

How to teach this course

Introduction to Instructors Notes

Copyright©2010 Microsoft Corporation 4

Beginning the class

Copyright©2010 Microsoft Corporation 5

Introduce the Class

The Introduction Module

How to use instructor notes

Organization of instructor notes

Service Manager MOF

Module 1: ITIL/MOF Overview

How to teach this chapter

Copyright©2010 Microsoft Corporation 7

Change- and Configuration Management

Module 2: Change Management

How to teach this chapter

The Change Management SMF processes and workflow

Change Management in Service Manager

Copyright©2010 Microsoft Corporation 8

Policy and Process exercises: Change Management

Module 3: Configuration Management

How to teach this chapter

Copyright©2010 Microsoft Corporation 9

Module 4: Service Desk

How to teach this chapter

ITIL definition of Service Desk

Customer Service SMF

Copyright©2010 Microsoft Corporation 10

Module 5: Incident Management

ow to teach this chapter

The Incident Management process and workflow

Incident Management in Service Manager

Service Desk Scenario in Service Manager

Policy and Process exercises: Incident Management

Copyright©2010 Microsoft Corporation 11

Module 6: Problem Management

How to teach this chapter

ITIL definition of Problem Management and process

Policy and Process Exercises: Problem Management

Copyright©2010 Microsoft Corporation 12

Module 7: Reviews and Reports

How to teach this chapter

Purpose of SMF Reviews

How to teach this chapter

ITIL definition of Service Desk

• What is Configuration Management

Copyright©2010 Microsoft Corporation 14

Service Manager Administration part

Module 8: Organizational Analysis

Personas (Role types)

Make sure the following concepts can be explained.

Role Types and Responsibilities

Key Team SMF Principles

Make sure pro-active activities and re-active activities are separated.

Copyright©2010 Microsoft Corporation 15

Module 9: Planning & Architecture Design

Quality of products used by Service Manager

Inside Service Manager

Copyright©2010 Microsoft Corporation 16