Planning, Deploying and Managing Microsoft System Center Service Manager 2010

• Module 1: ITIL/MOF OverviewThis module describes the correspondence between MOF and ITIL processes and their implementation in System Center Service Manager 2010.
• After completing this module, students will be able to understand how MOF and ITIL processes are supported in System Center Service Manager 2010.
• Module 2: Change ManagementThis module describes the Change Management processes in ITIL and MOF.
• After completing this module, students will be able to understand Change Management features in System Center Service Manager 2010.
• Module 3: Configuration ManagementThis module describes the ITIL and MOF Configuration Management processes.
• After completing this module, students will be able to understand Configuration Management features in general and how it fits into System Center Service Manager 2010.
• Module 4: Service DeskThis module describes the Service Desk and Customer Service SMF processes.
• After completing this module, students will be able to:



• Describe the purpose and the goals of the Customer Service SMF in the MOF IT Service lifecycle.
• Identify the key processes and their associated role types that help achieve the SMF goals.
• Module 5: Incident ManagementThis module describes the Incident Management processes in System Center Service Manager 2010.
• After completing this module, students will be able to use Incident Management features in System Center Service Manager 2010.
• Module 6: Problem ManagementThis module describes the Incident Management processes in System Center Service Manager 2010.
• After completing this module, students will be able to:



• Understand ITIL and MOF Problem Management goals and purpose and workflow.
• Discuss the Problem Management SMF purpose and goals in the context of the MOF IT Service lifecycle.
• Identify the key processes and their associated role types that help in achieving the SMF goals.
• Module 7: Reviews and ReportsThis module describes how System Center Service Manager 2010 supports reporting.
• After completing this module, students will be able to describe how System Center Service Manager 2010 can support the MOF reviews and KPI′s.
• Module 8: Organizational AnalysisThis module provides an understanding of the organization where Service Manager is implemented and how this will influence the implementation of Service Manager.
• After completing this module, students will be able to:



• Understand which IT-processes the Organization will use and in which order in connection Service Manager.
• Investigate if the defined IT-processes are in place in the Organization.
• Understand if the Quality of depended products are in the expected readiness quality to deliver input to Service Manager.
• Define Personas for Service Manager.
• Module 9: Planning and Architecture DesignThis module explains how to plan for a Service Manager implementation and explains the different architecture components together with performance and scale scenarios and best practices for hardware sizing.
• After completing this module, students will be able to:



• Understand Requirements
• Inside Service Manager
• Service Manager Components
• Architecture Components
• Explore Key Features
• Performance and Scale
• Hardware Sizing
• Module 10: Deploying Service ManagerThis module explains how Service Manager should be deployed in an IT-environment.
• After completing this module, students will be able to:



• Understand requirements for installing Service Manager.
• Understand requirements for High Availability.
• Unders

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