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Microsoft System Center 2012 Service Manager Cookbook

Book Description

Configuring and administering Microsoft System Center Service Manager is made much more accessible with this practical cookbook. Used as a reference book or complete tutorial, either way you’ll find it indispensable.

  • Practical cookbook with recipes that will help you get the most out of Microsoft System Center Service Manager 2012

  • Learn the various methods and best practices administrating and using Microsoft System Center Service Manager 2012

  • Save money and time on your projects by learning how to correctly solve specific problems and scenarios that arise while using System Center Service Manager

  • In Detail

    Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.

    "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further.

    In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center Service Manager 2012 Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.

    Table of Contents

    1. Microsoft System Center 2012 Service Manager Cookbook
      1. Microsoft System Center 2012 Service Manager Cookbook
      2. Credits
      3. About the Authors
      4. About the Reviewers
      5. www.PacktPub.com
        1. Support files, eBooks, discount offers and more
          1. Why Subscribe?
          2. Free Access for Packt account holders
          3. Instant Updates on New Packt Books
      6. Preface
        1. What this book covers
        2. What you need for this book
        3. Who this book is for
        4. Conventions
        5. Reader feedback
        6. Customer support
          1. Downloading the example code
          2. Errata
          3. Piracy
          4. Questions
      7. 1. ITSM Frameworks and Processes
        1. Introduction
        2. Understanding ITSM frameworks
          1. Getting ready
          2. How to do it...
          3. How it works...
        3. ITIL© processes
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        4. Creating an Asset Management process
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        5. Creating a Configuration Management System (CMS) process
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        6. Creating a Service Request Fulfillment process
          1. Getting ready
          2. How to do it...
          3. How it works...
        7. Creating an Incident and Problem Management process
          1. Getting ready
          2. How to do it...
            1. Incident Management
            2. Problem Management
          3. How it works...
        8. Creating a Change and Release Management process
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
        9. Creating an IT Service Desk process
          1. Getting ready
          2. How to do it...
          3. How it works...
        10. Service Level Management process
          1. Getting ready
          2. How to do it...
          3. How it works...
      8. 2. Personalizing SCSM 2012 Administration
        1. Introduction
        2. Configuring how long to keep your SCSM data
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Configuration Items data grooming using the console
          5. See also
        3. Configuring the Incident Management global settings
          1. Getting ready
          2. How to do it...
          3. How it works...
        4. Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
          1. Getting ready
          2. How to do it...
          3. How it works...
            1. Working with Prefix settings
            2. File attachment settings
        5. Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident
          1. Getting ready
          2. How to do it...
          3. How it works...
            1. Auto resolution of child incidents
            2. Auto reactivation of child incidents
            3. Status of child incidents when linked with a parent
        6. Configuring Priority and Urgency for your SLA targets
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        7. Configuring global e-mail notification infrastructure settings
          1. Getting ready
          2. How to do it...
          3. How it works...
        8. Creating Management Packs in the Authoring tool to save your SCSM personalization
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Initial baseline and standards
            2. Editing options and flexible customization
          5. See also
        9. Creating formatted e-mail notification templates
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        10. Creating a basic queue
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
      9. 3. Configuring Service Level Agreements (SLAs)
        1. Introduction
        2. Creating Priority Queues
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Service Request queues
            2. Further queue types
          5. See also
        3. Configuring business hours and non-working days
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Add holidays in bulk
        4. Creating SLA metrics
          1. How to do it...
          2. How it works...
        5. Creating Service Level Objectives
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        6. Creating Incident Management SLAs
          1. Getting ready
          2. How to do it...
            1. Resolution time SLA
            2. First Response Time SLA
          3. How it works...
        7. Creating Service Request SLAs
          1. Getting ready
          2. How to do it...
            1. Implementation Time SLA
          3. How it works...
        8. Viewing SLA warning and breaches
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. RAG status in console
        9. Creating notifications for SLA warning and breaches
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Notification for breaches
        10. Creating repeated notifications before SLA breaches with escalation
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Notification timings depending on priority
            2. Notification for breaches
      10. 4. Building the Configuration Management Database (CMDB)
        1. Introduction
        2. Adding configuration items manually
          1. How to do it...
          2. How it works...
          3. There's more...
        3. Importing active directory configuration items
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Mapping active directory domain attributes to Service Manager properties
            2. Changing the active directory connector schedule via PowerShell
        4. Importing Configuration Manager configuration items
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Mapping Configuration Manager attributes to Service Manager properties
        5. Importing Operations Manager configuration items
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Adding new Operations Manager CIs
        6. Importing Virtual Machine Manager configuration items
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Need to use an account that isn't a local Administrator?
            2. Setting up a Virtual Machine Manager and Operations Manager integration
        7. Importing Orchestrator runbooks
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Where are my runbooks?
        8. Using a CSV file to import items into the CMDB
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Using PowerShell to find the properties
            2. Is CSV import just for configuration items?
            3. Complex CI importing
          5. See also
        9. Creating a business service
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Raising related incidents
        10. Personalizing and organizing configuration item views
          1. How to do it...
          2. How it works...
        11. Creating a configuration item group
          1. How to do it...
          2. How it works...
          3. There's more...
            1. Creating other groups containing other CI types
      11. 5. Deploying Service Request Fulfillment
        1. Introduction
        2. Creating Support Groups for Service Requests
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Creating sub (child) list items
            2. Using Support Groups for filtering in reports
            3. Working with management packs
            4. The Service Request Groups and Service Level Agreements
          5. See also
        3. Creating Service Request templates
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Configuring the Service Request activitie
            2. Configuring required fields of a Service Request
          5. See also
        4. Creating Service Request activities
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. How to configure the other activity types
            2. Add more activities to a Servplate
          5. See also
        5. Creating Service Offering categories
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Using Service Offering categories in reports (filtering)
          5. See also
        6. Creating Service Catalog Request offerings
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Copying Request offerings
            2. Views for different status of Request offerings
            3. Standalone Request offerings
            4. Adding a Request offering to an existing Service offering
            5. To control the access SCSM 2012
          5. See also
        7. Creating Service Catalog Service offerings
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Views for different status of Service offerings
            2. Controlling access of Service offerings using groups and user roles
          5. See also
        8. Publishing Service offerings and Request offerings
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Publishing Service and Request offerings without the Change Management process
            2. Unpublish a Service offering or Request offering
          5. See also
        9. Working with Service Requests in the portal
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Additional User Input after the Service Request is submitted
          5. See also
        10. Creating Service Request notifications
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Send different notifications regarding a Service Request
            2. Notification for activities in Service Requests
          5. See also
      12. 6. Working with Incident and Problem Management
        1. Introduction
        2. Configuring Incident and Problem lists
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        3. Creating an Incident template
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        4. Adding a task to the Incident form
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        5. Creating a workflow to notify the affected user upon the creation of an Incident
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Workflows and subscriptions
          5. See also
        6. Creating a view to display the Problem Records created in the last 30 days
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Available tokens in Service Manager
          5. See also
        7. Configuring the Global Operators Group
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        8. Downloading, installing, and configuring the Exchange Connector
          1. Getting ready
          2. How to do it...
            1. Part 1 - Install the Exchange Web Service Managed API
            2. Part 2 - Install the Exchange Connector
            3. Part 3 - Configure the Exchange Connector
          3. How it works...
          4. There's more...
            1. Send Email task
          5. See also
        9. Making the description field in the Incident form to auto grow
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        10. Extending the Incident class with a new property
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
      13. 7. Designing Change and Release Management
        1. Introduction
        2. Creating and configuring Change Request Templates
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Reporting of scheduled and actual date information
          5. See also
        3. Creating and managing Change Management Review Activities
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Notification of reviewers
            2. Add more activities to a Service Request created on a template
          5. See also
        4. Creating Manual Activities for Change Management
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Notification of Activities Implementer
            2. Reporting of Scheduled and Actual Date information
          5. See also
        5. Creating and managing Dependent Activities in Change Management
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Linking activities in Change Requests to activities in Release Records
          5. See also
        6. Creating and personalizing Change Management Parallel Activities
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. How to work with Review, Manual, and Dependent Activities
            2. How to work with Sequential Activities inside of Parallel Activities
          5. See also
        7. Creating and personalizing Change Management Sequential Activities
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. How to work with Review, Manual, and Dependent Activities
            2. How to work with Parallel Activities in SCSM 2012
          5. See also
        8. Creating and personalizing Change Management Activity notifications
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Notify the Implementer of a Manual Activity
            2. Working with Notification templates
          5. See also
        9. Creating and managing Build and Environment Release Records
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Builds are not only software related
          5. See also
        10. Creating and managing Release Record Templates
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Working with Activities
            2. Add more specific information to a Release Record Template
          5. See also
        11. Working with Change Requests and Release Records
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Using Environments and Builds
            2. Using Parent/Child Release Records
            3. Reporting of Scheduled and Actual Date information
          5. See also
      14. 8. Implementing Security Roles
        1. Introduction
        2. Viewing basic settings for Security roles
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Data Warehouse User roles
          5. See also
        3. Adding users to the End User role
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Beware of the Authenticated users
        4. Creating and managing Service Request roles
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Implied permissions
          5. See also
        5. Creating and managing Incident Management roles
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Support Group alias (Incident Tier Queue)
          5. See also
        6. Creating and managing Problem Management roles
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
          5. Creating and managing Change and Release Management roles
            1. Getting ready
            2. How to do it...
            3. How it works...
            4. There's more...
              1. Using the built-in roles
          6. Creating hybrid roles
            1. Getting ready
            2. How to do it...
            3. How it works...
            4. There's more...
              1. Advance extensions
          7. Configuring the self-service catalog security role
            1. Getting ready
            2. How to do it...
            3. How it works...
            4. There's more...
              1. Dynamic membership
              2. Excluded members
              3. Editing the catalog group
            5. See also
          8. Listing SCSM security role details with PowerShell
            1. Getting ready
            2. How to do it...
            3. How it works...
            4. There's more...
              1. Piping the script output to a text file
            5. See also
      15. 9. Reporting
        1. Introduction
        2. Viewing SCSM reports
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Accessing reports from a browser
          5. See also
        3. Creating Favorite and Linked Reports
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        4. Creating reports with Report Builder
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Installing Report Builder 3.0 on your computer
            2. Writing SQL queries for your reports
            3. Copying existing reports
          5. See also
        5. Configuring report permissions
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Security roles
            2. Security settings inheritance
        6. Delivering reports automatically using report subscriptions
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Allowing non-Content Managers to define e-mail addresses
        7. Analyzing data with Microsoft Excel
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Using Slicers to filter data
          5. See also
        8. Using the Analysis Library to publish Excel reports
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        9. Using SharePoint for advanced dashboards
          1. Getting ready
          2. How to do it...
          3. How it works...
      16. 10. Extending SCSM with Advanced Personalization
        1. Introduction
        2. Using the SCSM Authoring Tool
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        3. Extending Service Manager classes
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Lists aka enumeration types
          5. See also
        4. Sealing management packs
          1. Getting ready
          2. How to do it...
          3. There's more...
            1. FastSeal.exe
          4. See also
        5. Creating new classes
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Inheriting from a different class
            2. System Center Common Model
          5. See also
        6. Customizing default forms
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. The Extensions tab
          5. See also
        7. Creating your own forms
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        8. Using an XML editor to modify management packs
          1. Getting ready
          2. How to do it...
          3. There's more...
            1. Management Pack Schema
      17. 11. Automating Service Manager 2012
        1. Introduction
        2. Routing Incidents automatically using workflows
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. See also
        3. Downloading and installing SMLets
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        4. Using SMLets to delete a Work Item
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
        5. Export your unsealed Management Packs using the Service Manager cmdlets
          1. How to do it...
          2. How it works...
          3. There's more...
        6. Creating a custom workflow in the Authoring Tool - export your unsealed Management Packs
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
          5. See also
        7. Autoclose resolved Incidents with SMLets and a custom workflow
          1. Getting ready
          2. How to do it...
          3. How it works...
        8. Automating your Request Offerings with Orchestrator
          1. Getting ready
          2. How to do it...
          3. How it works...
          4. There's more...
            1. Make sure that your Runbook is Checked In
            2. Be careful when editing your Runbook!
          5. See also
      18. A. Community Extensions and Third-party Commercial SCSM Solutions
        1. Introduction
        2. Provance® - IT Asset Management, Data Management, and Bar Code for Microsoft® System Center
          1. Provance IT Asset Management Pack
          2. Provance Data Management Pack
          3. Provance Bar Code
        3. Derdack Enterprise Alert®
        4. Seven-Winds Call Script Manager
          1. Call Script Manager - what it does and how it helps
          2. Call Script Builder
        5. WebFront for Service Manager 2012
      19. B. Useful Websites and Community Resources
        1. Introduction
        2. Useful community blogs
        3. Frameworks and processes
        4. Valuable community forums and user groups
        5. Websites for SCSM solutions and extensions
        6. Online Wikis
        7. Social network resources