Register your product to gain access to bonus material or receive a coupon.
System Center Service Manager 2010 Unleashed
- By Kerrie Meyler, Alexandre Verkinderen, Anders Bengtsson, Patrik Sundqvist, David Pultorak
- Published Aug 3, 2011 by Sams. Part of the Unleashed series.
Safari PTG
- Your Price: $59.99
Description
- Copyright 2012
- Dimensions: 7" x 9-1/8"
- Edition: 1st
- Safari PTG
- ISBN-10: 0-13-273151-7
- ISBN-13: 978-0-13-273151-5
This is the Safari online edition of the printed book.
This is the only comprehensive reference and technical guide to Microsoft System Center Service Manager 2010. A team of expert authors offers step-by-step coverage of related topics in every feature area, structured to help IT professionals quickly deploy Service Manager 2010 in ways that are fully optimized for their requirements. After introducing the product and explaining its relationship with the rest of Microsoft's System Center suite, this book thoroughly covers planning, design, and implementation. The authors present practical guidance on integrating Service Manager with the rest of Microsoft System Center and other closely related products and technologies. They also offer detailed coverage of each product feature set that administrators need to understand and manage. The first book on Service Manager 2010, System Center Service Manager 2010 Unleashed joins Sams' market-leading series of books on Microsoft's System Center product suite: books that have achieved go-to status amongst IT implementers and administrators worldwide. Sample Content
Table of Contents
Foreword xiv
Introduction 1
PART I: SERVICE MANAGER OVERVIEW AND CONCEPTS
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
PART II: PLANNING AND INSTALLATION
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
PART III: SERVICE MANAGER OPERATIONS
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
PART IV: ADMINISTERING SERVICE MANAGER
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
PART V: BEYOND SERVICE MANAGER
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
PART VI: APPENDIXES
Appendix A Reference URLs 667
Appendix B Available Online 679
Index 681
More Information
Other Things You Might Like
- Book $43.99