System Center Service Manager 2010 Unleashed

System Center Service Manager 2010 Unleashed


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System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.

A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.

This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions.

• Understand Service Manager’s architecture and components

• Discover how Service Manager supports ITIL and MOF processes

• Accurately scope and specify your implementation to reflect organizational needs

• Plan to provide redundancy, ensure scalability, and support virtualization

• Design, deploy, and maintain Service Manager with security in mind

• Use Service Manager’s consoles and portals to provide the right resources to each user

• Create complete service maps with Service Manager’s business services

• Fully automate incident management and ticketing

• Implement best processes for identifying and addressing root causes of problems

• Systematically manage the life cycle of changes

• Use Service Manager to strengthen governance, risk management, and compliance

• Customize Service Manager’s data layer, workflows, and presentation layer

• Use management packs to simplify service desk customization

• Make the most of Service Manager’s reporting and dashboards

Product Details

ISBN-13: 9780672334368
Publisher: Sams
Publication date: 08/17/2011
Series: Unleashed Series
Pages: 768
Product dimensions: 8.76(w) x 7.08(h) x 1.54(d)

About the Author

Kerrie Meyler, MVP, is the lead author of numerous System Center books in the Unleashed series, including System Center Operations Manager 2007 Unleashed (2008), System Center Configuration Manager 2007 Unleashed (2009), System Center Operations Manager 2007 R2 Unleashed (2010), and System Center Opalis Integration Server 6.3 Unleashed (2011). She is an independent consultant and trainer with more than 15 years of Information Technology experience. Kerrie was responsible for evangelizing SMS while a Sr. Technology Specialist at Microsoft, and has presented on System Center technologies at TechEd and MMS.

Alexandre Verkinderen, MVP, is a Principal Consultant and trainer at Infront Consulting Group, a Microsoft Gold Certified Partner. Alexandre is an industry expert in the systems management area, and actively consults to large organizations helping them architect, implement, configure, and customize System Center technologies by integrating them into their business processes. Alexandre founded the System Center Users Group Belgium and was a contributing author for System Center Operations Manager 2007 R2 Unleashed (Sams, 2010). Alexandre was an early tester in the Service Manager 2010 TAP.

Anders Bengtsson is a Microsoft senior premier field engineer, focusing on System Center. He was involved in the Service Manager TAP with one of the largest Service Manager TAP customers. Anders has written a number of System Center training courses, including the Service Manager and Operations Manager advanced courses for Microsoft Learning. Before joining Microsoft, Anders was a Microsoft MVP from 2007-2010 for his work in the System Center community, including more than 10,000 posts in news groups and forums. Anders has presented and worked at numerous Microsoft conferences and events, including Microsoft Techdays and Microsoft TechEd EMEA.

Patrik Sundqvist is a senior consultant working as a solution architect, focusing on developing automated solutions for IT processes on the System Center platform. Since the early beta of Service Manager, Patrik has worked with the Service Manager product team to develop community solutions for Service Manager. Over the past eight years, Patrik has developed custom System Center solutions for some of Europe’s largest companies. Patrik was also one of the authors of the level 400 Service Manager course for Microsoft Learning. He often speaks at Microsoft events and is a member of the Microsoft Extended Expert Team.

David Pultorak, ITIL Expert (V3), ITIL Manager (V2), MCSE, MCP, MCT, and CTT, is founder and principal consultant of Acceleres, specializing in Microsoft® System Center Service Manager and Orchestrator implementation and training, and Pultorak & Associates, specializing in IT Service Management implementation and training. David is a recognized leader in the field of IT Service Management with more than 24 years of IT experience. He has contributed to ITIL® (V2), MOF, and COBIT. His most recent books are Microsoft Operations Framework 4.0 (Van Haren 2008), System Center Service Manager Unleashed (SAMS 2011), and the ITIL® V3 Foundation Exam Study Guide (Van Haren 2012). His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, and ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM.

Table of Contents

Foreword xiv

Introduction 1


Chapter 1 Service Management Basics 5

Ten Reasons to Use Service Manager 6

The Problem with Today’s Systems 7

Service Management Defined 13

Evolution of the CMDB 14

Strategies for Service Management 15

Overview of Microsoft System Center 30

The Value Proposition of Service Manager 2010 35

Summary 36


Chapter 2 Service Manager 2010 Overview 37

The History of Service Manager 38

Introducing Service Manager 2010 39

Technology and Terminology 40

Tools and Utilities 47

Overview of SP 1 52

Summary 53

Chapter 3 MOF, ITIL, and Service Manager 55

Introduction to MOF and ITIL 56

Incident Management 67

Problem Management 72

Change Management 77

Configuration Management 83

Summary 87

Chapter 4 Looking Inside Service Manager 89

Architectural Overview 90

Management Group Defined 92

Server Components 93

Windows Services 99

Connectors 101

Modeling and Management Pack Schema 102

Workflow 106

Service Manager Console 108

PowerShell 110

Communications 118

Summary 120


Chapter 5 Designing Service Manager 123

Envisioning Service Manager 124

Planning Service Manager 131

Summary 158

Chapter 6 Planning Complex Configurations 159

Planning for High Availability 159

Service Manager and Virtualization 169

Performance and Capacity Planning 173

SQL Server Complex Planning 180

Summary 184

Chapter 7 Installing Service Manager 185

Planning Your Installation 185

Installation Prerequisites 186

Order of Installation 188

Single Service Manager Server Deployment 192

Multiple Service Manager Server Deployments 192

Installing Service Manager from the Command Prompt 222

Removing a Service Manager Installation 223

Troubleshooting Tips 224

Post-Deployment Steps 225

Summary 234


Chapter 8 Using Service Manager 237

The Service Manager Console 238

Managing Service Manager with the Service Manager Console 241

About the Service Manager PowerShell Console 271

Using the Self-Service Portal 271

About the Analyst Portal 275

About the Authoring Tool 276

Summary 276

Chapter 9 Business Services 277

Introducing Service Manager Business Services 278

Using Operations Manager with Business Services 282

Creating a Business Service 287

Non-Operations Manager Components 295

Updating a Business Service 298

Mapping Operations Manager Incidents to a Business Service Automatically 301

Summary 304

Chapter 10 Incident Management 305

Understanding the Incident Process 305

Incident Management in Service Manager 307

Incident Management Process Activities 311

Configuring Incident Management 319

Incident Management Automation 342

Summary 354

Chapter 11 Problem Management 355

Understanding the Problem Process 356

Problem Management in Service Manager 358

Problem Management Process Activities 361

Configuring Problem Management 371

Problem Management Automation 379

Summary 379

Chapter 12 Change Management 381

Understanding the Change Management Process 382

Change Management in Service Manager 384

Change Management Process Activities 388

Configuring Change Management 402

Change Management Automation 411

Summary 424

Chapter 13 IT Management: Governance, Risk Management, and Compliance 425

Understanding Governance, Risk, and the Compliance Process 425

MOF 4.0 and the GRC Process 428

Service Manager 2010 SP 1 and the GRC Process 429

Installing the IT GRC Process MP 432

Configuring the IT GRC Process MP 436

Using the IT GRC Process MP 443

Summary 446


Chapter 14 Notification 451

Notification Overview 451

Notification Setup 452

Workflows with Notification 465

Notification for Review Activities 470

Summary 473

Chapter 15 Service Manager Security 475

Role-Based Security 476

Data Warehouse and Reporting Security 504

Advanced User Role Scenarios 506

Run As Accounts 508

Security Best Practices 513

Summary 515


Chapter 16 Planning Your Customization 519

What You Can Customize 520

Management Packs 523

Data Modeling 525

Presenting Data 532

Workflows 541

Scoping 544

General Considerations 548

Summarizing Required Knowledge 548

Summary 550

Chapter 17 Management Packs 551

Purpose of Management Packs 551

Sealed and Unsealed MPs 553

Differences Between Management Pack Schema Version 1.0 and 1.1 555

Management Pack Schema 557

MP Bundles 563

MP Deployment 563

Summary 565

Chapter 18 Customizing Service Manager 567

Customizing the Console 567

Creating Data Models 580

Creating Workflows 596

Customizing Forms 604

Sealing Using the Service Manager Authoring Tool 611

Web Portals 612

Summary 612

Chapter 19 Advanced Customization Scenarios 613

Custom Data Models 613

Customizing Column Display Names 620

Custom Views 624

Console Tasks Using PowerShell 628

Automating an IT Process 631

Creating Console Forms Using Visual Studio 637

Other Scenarios 641

Summary 642

Chapter 20 Reports, Dashboards, and Data Analysis 643

Reporting 643

Dashboards 654

Business Intelligence 656

Customizing the Data Warehouse and Reporting 661

Summary 663


Appendix A Reference URLs 667

Appendix B Available Online 679

Index 681

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