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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.
Book
- Sorry, this book is no longer in print.
Description
- Copyright 2012
- Dimensions: 7" x 9-1/8"
- Edition: 1st
- Book
- ISBN-10: 0-672-33436-4
- ISBN-13: 978-0-672-33436-8
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
Sample Content
Online Sample Chapter
MOF, ITIL, and Service Manager
Sample Pages
Download the sample pages (includes Chapter 3 and Index)
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
Appendix
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