Course 50217a

Planning, Deploying and Managing

Microsoft® System Center
Service Manager 2010

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Course 50217 Overview
Introduction
The purpose of this course is to provide IT
Implementers with the knowledge and skills needed to
design and configure a Service Manager solution, as
well as supporting applications and utilities.
Course Objectives
Provide you with the knowledge and skills to design
and configure a System Center Service Manager
solution
Provide students with a solid baseline of technology
solutions, architectural considerations, and
Management requirements that can be integrated to
build a successful Service Desk infrastructure
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Day 1
Time Dur Subject
8.30 – 9.30 45 m 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 - 11:15 15 Break
11.15 – 12.00 45m Module 8: Organizational Analysis
12.00 – 12.15 15m Practice: Discussing Organizational Analysis
12.15 – 13:00 45m Lunch
13.00 – 14.15 75 m Module 9: Planning & Architecture Design
14.15 – 14.30 15m Break
14.30 – 15.30 1h Module 10: Deploying Service Manager
15.30 – 16.45 75m Hands-on lab: Installing Service Manager 6
Day 2
Time Dur Subject
8.30 – 9.00 30m Module 3: MOF Configuration Management
9.00 – 10.00 1h Module 11: Configurations Management and
Connectors
10.00 – 11.00 1h Hands-on lab: Configuration Management &
Connectors
11.00 – 11.45 45 m Module 12: Management packs (Service Modules)
11.45 – 12.30 45 m Lunch
12.30 – 13.15 45 m Module 12: Management packs (Types)
13.15 – 13.30 15 Break
13.30 – 14.00 30 m Module 4: Service Desk
14.00 – 14.30 30 m Module 5: Incident Management
14.30 – 14.45 15 m Exercise: Incident Management
14.45 – 15.00 15 m Break
15.00 – 15.30 30m Module 6: MOF Problem Management
15.30 – 15.45 15m Exercise: MOF Problem Management
15.45 – 16.00 15 m Module 12: Management packs (Incident)
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16.00 – 17.00 30 m Hands-on lab: Incident + Problem
Day 3
Time Dur Subject
08.30 – 09.30 1h Module 2: Change Management
9.30 – 9:45 15m Exercise: Change Management
09.45 – 10:00 15m Break
10.00 – 10.45 45m Module 12: Management packs (Change)
10.45 – 11.15 30m Module 12: Management packs (Knowledge)
11.15 – 12.00 45m Hands-on lab: Management Packs
12.00 – 12.45 45m Lunch
12.45 – 13.30 45m Hands-on lab: Management Packs
13.30 – 14.00 30m Break
14.00 – 14.30 30m Module 13: Personas Matrix & Security
14.30 – 15.00 30m Hands-on lab: User Roles
15.00 – 15.15 15m Break
15.15 – 16.15 1h Module 14: Operations – using the product 8
Day 4
Time Dur Subject
8:30 – 9.15 45m Hands-on lab: Using the product
9.15 – 9.30 15m Module 7: Reviews and Reports
9.30 – 10.15 45m Module 15: Data warehouse and Reporting
10.15 – 11.00 45m Module 16: Self Service Portal
11.00 – 11.45 45m Hands-on lab: Self Service Portal
11.45 - 12.30 45m Lunch
12.30 – 13.00 30m Module 17: Maintenance
13.00 - 13.15 15m Break
13.15 – 14.00 45m Module 18: Extending Service Manager
14.00 – 14.45 45m Hands-on lab: Extending Service Manager
14.45 – 15.00 15m Module 19: Troubleshooting scenarios
15.00 – 16.00 60m Q&A With product group 9
Introduction
In order to get the most benefit from Systems
Center Service Manager, it is critical to define the
processes and the supporting procedures and
policies.
History has painfully proven, that it is not possible
to implement and fully utilize an IT Service
Management application without formalized
processes.
Have you considered this fully?
Today we will refresh or update your process
approach.

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Introduction
Instructor
Name
Background

Student
Name
ITIL/MOF experience
System Center experience

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Instructor Introduction
Name: Anders Ravnholt
Company: Microsoft, Microsoft Services
Title/Function: Operations Consultant / System
Center Consultant
IT-Process background: ITIL v 3, MOF, v3 MOF v4
System Center Experience: Operations Manager,
MOM, Virtual Machine Manager, DPM, Config Mgr
Consult customers in System Center Architecture,
Design, Implementation and Operations
System Management experience for 12 years:
Monitoring, Soft Dist, Backup and Security, Hyper-
v
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Introduction
Name
Company
Title/function
Job responsibility
IT-Process experience
Experience with System Center
Expectations for the workshop
Technology vs. IT-processes

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Prerequisites
Experience supporting a Windows Server 2003 /
2008 -based network
An understanding of network infrastructures
Familiarity with domains and Active Directory
directory service
Knowledge of how to create and manage users,
groups, and computers in a domain
Knowledge of System Center products
Knowledge of MOF / ITIL terms and functions

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Contoso Scenario
Contoso, Ltd. is a
company that produces
windmills.
To maintain its leading position in the
development of windmill technology and
production methods, Contoso relies on high
know-how
It has a large R&D department
15 production facilites on 3 continents
It has two Data Centers
Atlanta (main) and Stockholm (secondary)
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Contoso Scenario
IT Background
150 IT staff
Responsibility for “most IT equipment” and IT network
only
No responsibility for backup of server infrastructure or
mobile phones
Poor relationship between R&D and rest of IT
Cause: High demand to IT and releasing IT without sufficient
testing; lack of IT knowledge and user training
Defense: Need short time to market to meet business needs

Server centralization in 2 Data Centers:

One in Europe and one in US

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Contoso Scenario
IT Services
R&D Print Devision
HR pay roll
Messaging Service
ERP System

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Contoso Scenario
Systems Management
Monitoring tool is in place and operating on most
servers
Software Distribution system in place and running
on all Desktops and Servers
Backup System in place which is outsourced to
another company
Anti-Virus is in place on all servers and
workstations
There are strict Security policies which are
maintained by the IT Department.
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Contoso Scenario
ITIL / MOF Processes
No official IT-Processes in place, but some of
them have been defined to some extent
ERP office is running some sort of Change
Management, but is not aligned with the rest of IT
Help Desk running out of Stockholm SE and
Atlanta, US: Centralized: Hours: 0800-1800
Larger sites have one or two help runners
Currently no ”follow the sun” IT-support, but the
demand is starting to come from the business on
various IT-Services to have 24-7 support
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Contoso Scenario Personas
Name Face Title Responsibilities

Rob Windows  Deploys and maintains 200+ Windows

Young Server servers and applications
Admin
   Helpdesk Support staff escalate all
server issues to Rob
  For unhandled issues Rob escalates to
the Enterprise Systems Administrator

Judy Middle  Works in R&D departments and

Lew  Manager creates presentations for senior
(EndUser)
management and customers.
   Works with vendors to discuss contract
terms & expectations
 Collects product requirements
information from customers via phone.

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Contoso Scenario Personas
Name Face Title Responsibilities

Jeff IT Manager  Technical decision maker

Ford    Manages the IT staff responsible for
  infra-structure, desktop & server
deployment, &server administration &
operations.
 Concerned with driving down IT costs
 Evaluates technology solutions impact on
core business and IT resources

Anders IT  Responds to calls concerning network,

Riis Implementer desktop, and application problems 
 Addresses logon problems, password
resets, and most issues with desktop
applications
 Typically, handles 50+ calls each day

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Contoso Scenario Personas
Name Face Title Responsibilities

Neil Help Desk  Responds to calls concerning network,

Black Support desktop, and application problems
 Addresses logon problems, password
resets, and most issues with desktop
applications
 Typically, handles 50+ calls each day

Patrick Service  Manages and authors the creation of

Hines Desk Lead documentation, knowledge articles, SOPs
and escalation templates
 Audits analysts’ tickets, calls, and chat
sessions
 Backup phone or chat support
 Team SME

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Contoso Scenario Personas
Name Face Title Responsibilities

Karen Service • Manages tier 1 and/or 2 call/chat techs &

Toh Desk leads.
Manager • Throttles volume btw support
centers/clusters/agents
• Reviews all quality metrics
• Creates alert communications to end
users
• Works tightly with business units, product
teams and IT operations to ensure
customer service levels.

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Contoso Scenario
Scenarios through the Workshop
All scenarios are fictitious
If not all needed information is available in the
scenario, you can make assumptions
Please keep the IT-process in mind when doing
the exercises
Please remember to use the guides in the
appendix when doing the exercises as a lot of help
can be found in these
Please also discuss how your organization would
benefit from these after discussing the Contoso
scenario
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