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System Center 2012 Service Manager Unleashed
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This comprehensive resource will help you automate and optimize all facets of service management with System Center 2012 Service Manager. Expert consultants offer deep "in the trenches" insights for improving problem resolution, change control, release management, asset lifecycle management, chargeback, and more. You'll learn how to implement high-value best practices from ITIL and the Microsoft Operations Framework. The authors begin with an expert overview of Service Manager, its evolution, and its new capabilities. Next, they walk through overall planning, design, implementation, and upgrades. Then, to help you focus your efforts, they present stepwise coverage of all topics in each feature area, linking technical information about Service Manager with essential knowledge about the technologies it depends on. Whatever your role in deploying or running Service Manager, this guide will help you deliver more responsive support at lower cost and drive more value from all your IT investments. * Leverage MOF and ITIL processes built into System Center 2012 Service Manager * Plan and design your Service Manager deployment * Install Service Manager or upgrade from earlier versions * Efficiently administer work and configuration items * Use connectors to integrate with Active Directory, Exchange, and System Center components * Create service maps * Enable end user access through Service Manager's self-service portal * Implement incident, problem, change, and release management * Utilize workflows to automate key support processes * Create service level agreements with calendars, metrics, and objectives * Provide quick access to a standardized catalog of services * Use notification to ensure that Service Manager items are promptly addressed * Secure Service Manager and its data warehouse/reporting platform * Perform maintenance, backup, and recovery * Manage Service Manager performance * Customize Service Manager
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Table of Contents

Foreword xxiv Introduction xxvi A Toolset That Delivers IT as a Service xxvi About This Book xxvii Fast Track: A Quick Look at What's New xxviii Disclaimers and Fine Print xxix PART I: SERVICE MANAGER OVERVIEW AND CONCEPTS Chapter 1 Service Management Basics 3 Ten Reasons to Use Service Manager 4 The Problem with Today's Systems 5 Why Do Systems Go Down? 6 Configuration "Shift and Drift" 7 System Isolation 8 Lack of Historical Information 9 Lack of Expertise 9 Missing Incidents and Information 10 Lack of Process Consistency 10 Not Meeting Service Level Expectations 11 What It's All About 11 Service Management Defined 11 The Importance of Service Management to IT 12 Key Concepts in IT Service Management 12 Evolution of the CMDB 13 Strategies for Service Management 13 Microsoft's Dynamic Systems Initiative 14 Microsoft Product Integration 14 MOF and ITIL 16 COBIT: A Framework for IT Governance and Control 17 Total Quality Management: TQM 17 Six Sigma 17 CMMI 17 Business Process Management 18 Service Management Mastery: ISO/IEC 20000 18 Optimizing Your Infrastructure 18 Bridging the Service Management Gap 22 Delivering System Uptime 24 Addressing Configuration "Shift and Drift" 24 Consolidating Information 25 Providing Historical Information 25 Delivering Expertise 26 Addressing Missing Incidents and Information 27 Providing Process Consistency 27 Meeting Service Level Agreements 27 Overview of Microsoft System Center 28 Reporting and Trend Analysis 30 Operations Management 31 Enterprise Client Management 32 Endpoint Protection 32 Service Management 32 Protecting Data 33 Virtual Machine Management 33 Deploy and Manage in the Cloud 34 Orchestration and Automation 34 Cloud-Based Configuration Monitoring 35 The Value Proposition of Service Manager 35 Summary 36 Chapter 2 Service Manager History and Terminology 37 The History of Service Manager 37 Service Manager 2010 38 Service Manager 2012 39 Service Manager Terminology 40 Technical Terminology 40 Functional Terminology 49 Summary 52 Chapter 3 MOF, ITIL, and System Center 53 About ITIL 53 About MOF 55 MOF, ITIL, and the Cloud 56 Applying IT Service Management 57 Approaching IT Service Management Initiatives 58 MOF and ITIL Processes Supported by Service Manager 59 IT Service Management Processes in Service Manager 59 About Incident Management 60 About Service Request Fulfillment 66 About Problem Management 69 About Change Management 73 About Release Management 79 About Configuration Management 83 Summary 87 Chapter 4 Looking Inside System Center 2012 Service Manager 89 Architectural Overview 90 Management Group Defined 92 Service Manager Server Features 94 Using a Minimum Installation 94 Adding Reporting Capabilities 95 Service Manager Management Server 96 Service Manager Database (ServiceManager) 96 Data Warehouse Management Server 96 Data Warehouse Database 97 Service Manager Console 98 Self-Service Portal (SSP) 99 Windows Services 99 System Center Data Access Service (OMSDK) 99 Microsoft Monitoring Agent (HealthService) 100 System Center Management Configuration (OMCFG) 101 Service Manager Workflow 102 Service Manager Connectors 104 Modeling and Management Pack Schema 105 Data Modeling 105 Management Pack Schema 107 Service Manager Console 109 Communications 114 Fast Track 115 Summary 115 PART II: PLANNING AND INSTALLATION Chapter 5 Planning and Designing System Center 2012 Service Manager 119 Planning to Use Service Manager 120 Establishing and Optimizing the Business Requirements 120 Scoping the Service Manager Deployment Objectives 120 Assessing and Capturing the Current Environment 122 Creating the Deployment Plan 124 Review and Sign-Off of the Deployment Plan 127 Planning to Deploy Service Manager 128 Planning for Licensing 128 Common Design Scenarios 131 Capacity Planning 135 Security and Authentication Planning 137 Network Considerations 140 Planning for Availability, Resilience, and Fault Tolerance 141 Incorporating a Test Environment into the Design 144 Summary 145 Chapter 6 Installing and Upgrading to System Center 2012 Service Manager 147 Pre-Installation Tasks 148 Preparing and Understanding Installation Prerequisites 148 Installing and Configuring Prerequisites 152 Five-Server Scenario Installation 155 Installing the Service Manager Management Server 155 Installing the Service Manager Data Warehouse Management Server 162 Installing the Service Manager Web Portal 172 Three-Server Scenario Installation 178 Upgrading to Service Manager 2012 179 Upgrading the Data Warehouse Management Server 180 Upgrading the Service Manager Management Server 186 Upgrading the Service Manager Console 188 Troubleshooting Installations and Upgrades 191 Recommended Post-Installation Tasks 192 For New Installations 192 Post-Installation Tasks for Upgraded Environments 193 Removing a Service Manager Installation 193 Summary 194 PART III: SERVICE MANAGER OPERATIONS Chapter 7 Using Service Manager 197 Service Manager Console Overview 198 Administration of Service Manager with the Service Manager Console 202 Administration Workspace Node Overview 202 Service Manager Portal Overview 211 Portal Main Page 213 Service Offerings 214 Request Offerings 215 Knowledge Articles 215 My Requests 215 My Activities 216 Fast Track 217 Summary 217 Chapter 8 Working with Connectors 219 Understanding the Connector Framework 219 Configuration Item Connectors 222 Work Item Connectors 231 Hybrid Service Manager Connectors 232 Creating and Working with Configuration Item Connectors 233 Creating an Active Directory Connector 233 Creating a Configuration Manager Connector 240 Creating and Working with an Operations Manager Configuration Item Connector 244 Creating a Virtual Machine Manager Connector 248 Creating a CSV Connector 252 Creating and Working with Work Item Connectors 258 Creating and Working with the Operations Manager Alert Connector 258 Creating and Working with the Orchestrator Connector 261 Creating and Working with the Exchange Connector 266 Connector Maintenance and Troubleshooting 269 Summary 270 Chapter 9 Business Services 271 Introducing Business Services in Service Manager 271 Defining Business Services 272 Characteristics of a Business Service 274 Using Operations Manager with Business Services 277 Distributed Applications in Operations Manager 277 Distributed Application Best Practices 278 Service Maps as the Foundation of a Business Service 279 Creating a Business Service 281 Building an Operations Manager Distributed Application 281 Exporting the Operations Manager Management Pack 284 Importing the Management Pack into Service Manager 286 Using Non-Operations Manager Components 291 Authoring a Management Pack 292 Importing and Using the Management Pack 294 Updating a Business Service 296 Automatically Mapping Operations Manager Incidents to a Business Service 298 Fast Track 302 Summary 302 Chapter 10 Service Manager Service Catalog 303 Understanding the Service Catalog 303 Service Catalog Permissions 305 Granting User Access to the Self-Service Portal 306 Creating a Catalog Item Group 306 Creating a User Role 307 Using Service Offerings 308 About Request Offerings 310 Using Request Offering Templates 311 Creating a Request Offering 315 Copying Request Offerings 324 Adding Request Offerings to Service Offerings 325 Working in the Self-Service Portal 326 Using the Knowledge Base 331 Fast Track 335 Summary 335 Chapter 11 Incident Management 337 Understanding the Incident Management Process 337 Incident Management in Service Manager 339 Incident Management Process Activities 344 Incident Creation 345 Incident Detection and Recording 346 Incident Classification and Initial Support 347 Incident Investigation and Diagnosis 350 Escalating Incidents 352 Incident Resolution and Recovery 352 Closing Incidents 353 Configuring Incident Management 354 Incident User Roles, Groups, Queues, and Lists 354 Configuring General Incident Settings 362 Configuring Incoming Emailed Incidents 368 Configuring Operations Manager Integration 374 Configuring Configuration Manager DCM Integration 376 Automating Incident Management 376 Creating Incident Management Templates 378 Creating Incident Management Workflows 380 Automating Incoming Operations Manager Alerts 384 Creating a Desired Configuration Management Workflow 385 Service Level Management 389 Creating a Service Level Objective Calendar Item 391 Creating a Service Level Objective Metric 392 Creating a Service Level Objective 394 Incident Management for End Users 396 Creating Incidents 397 Incident Follow-Up 397 Resolving and Closing Incidents 398 Fast Track 398 Summary 398 Chapter 12 Automation and Chargeback 399 Overview of Service Management and Automation 401 The Role of Automation 401 Service Manager's Role in Private Cloud 402 Workflows in Service Manager 404 Service Manager SMLets 407 Orchestrator and Service Manager 412 Overview of Chargeback 415 Installing and Using Chargeback 417 Operations Manager Management Server Configuration 418 Service Manager Management Server Configuration 420 Configuring Chargeback 421 Using Chargeback Reports 422 Fast Track 424 Summary 424 Chapter 13 Problem Management 425 Understanding the Problem Management Process 425 Comparing Incident Management with Problem Management 426 Problem Management Functionality 426 Problem Management in Service Manager 428 Problem Management Process Activities 432 Problem Detection 434 Problem Recording, Classification, and Prioritization 435 Problem Investigation and Diagnosis 437 Known Error Control in Service Manager 438 Problem Resolution 440 Problem Closure 440 Configuring Problem Management 441 Problem Management Console Tasks 441 Problem Management User Roles, Groups, Queues, and Lists 442 Configuring General Problem Management Settings 443 Configuring Notification 444 Automating Problem Management 445 Fast Track 445 Summary 445 Chapter 14 Change Request and Configuration Management 447 Change Management in Service Manager 447 Change Management Process Activities 451 Configuration Item Baselines 453 Initiating and Recording Changes 454 Classifying Changes 459 Approving and Scheduling Changes 460 Coordinating Change Implementations 462 Reviewing and Closing Changes 465 Configuring Change Management 465 Change Management Console Tasks 466 Change Management User Roles, Groups, Queues, and Lists 467 Configuring General Change Request Management Settings 468 Configuring Notification 469 Creating a Change Request Template 470 Change Management Workflows 472 Fast Track 474 Summary 475 Chapter 15 Release Management 477 Understanding the Release Management Process 477 Release Management in Service Manager 479 Release Management Process Activities 482 Release Planning 483 Building and Testing the Release 486 Release Deployment 488 Release Evaluation and KPI Measurement 491 Configuring Release Management 492 Using Release Management Console Tasks 493 Creating Release Management User Roles, Groups, Queues, and Lists 494 Configuring General Release Management Settings 494 Configuring Release Templates 496 Building Release Records 498 Fast Track 501 Summary 502 PART IV: ADMINISTERING SERVICE MANAGER Chapter 16 Managing Notifications 505 Notification Overview 505 Notification Setup 506 Using Recipients 506 Configuring Notification Channels 508 Creating Templates 510 Using Subscriptions 512 Incorporating Different Languages in Subscriptions 515 Adding Localization to Notification Emails 517 Culture XX is a Neutral Culture 519 Using Notification Workflows 520 Configuring a Workflow to Change the Impact of an Incident 521 Using the Workflow 524 Notification for Review Activities 526 Creating a Notification Template 527 Configuring an Activity Event Workflow 528 Creating Recurring Notifications 531 Fast Track 533 Summary 533 Chapter 17 Service Manager Security 535 Role-Based Security 536 Security Boundary Scoping 536 User Experience Optimization Scoping 537 Operations on the Data Access Service 537 About User Roles 538 Default User Roles 538 User Role Profiles 539 Best Practices for Creating Custom User Roles 543 Data Warehouse and Reporting Security 557 Data Warehouse Administrators User Role 558 Granting Access to Reports 558 Advanced User Role Scenarios 559 Scoping Knowledge Articles 560 Scoping Announcements 561 Scoping Software Packages 561 Run As Accounts 562 Run As Account Usage Scenarios 562 Out of the Box Run As Accounts 563 Creating and Using Custom Run As Accounts 564 Security Best Practices 571 Securing Database Access 572 Enabling Auditing 572 Fast Track 573 Summary 574 Chapter 18 Maintenance, Backup, and Recovery 575 Performing Maintenance 577 Planning and Performing Backup 578 Scheduling Considerations 580 Configuration Backup 581 SQL Server Database Backup 585 Operating System Backup 593 Planning and Performing Recovery 593 Configuration and Settings Recovery 594 Feature Recovery 594 Full Operating System Recovery 598 Summary 598 Chapter 19 Managing Service Manager Performance 599 Understanding Service Manager Performance 600 Service Manager Console Performance 602 Infrastructure Performance 602 Configuration Performance 603 Self-Service Portal Performance 610 Self-Service Portal Sizing 610 SharePoint 2010 Performance 610 Web Content Server Performance 610 Custom Icons 611 Service Manager SQL Server Database Performance 612 Input/Output per Second (IOPS) 613 Database and Log Files 613 Available Memory 613 Placement of TempDB 613 Service Manager Data Warehouse SQL Server Database Performance 614 Splitting Data Warehouse Databases 614 Cube Processing 614 Data Collection and Connectors 615 Types of Data 615 Connector Settings 617 Service Manager Management Server Performance 618 Using Orchestrator Runbooks 618 Using Groups and Queues 619 Use of Workflows 619 Testing Performance 620 Stress Testing Service Manager 621 Lab Resources 622 Service Manager Add-ons 624 Cireson 624 Gridpro 624 Summary 625 PART V: BEYOND SERVICE MANAGER Chapter 20 Management Packs 629 Management Packs Defined 630 Purpose of Management Packs 632 Uninstalling Management Packs 633 Transporting Management Packs 633 Management Pack Versioning 634 Management Pack Componentization 634 Working with Management Packs 634 Sealed and Unsealed Management Packs 634 Management Pack Deployment 636 Creating a Management Pack Using the Service Manager Console 638 Viewing the Properties of a Management Pack 639 Exporting a Management Pack 641 Importing a Management Pack 642 Management Pack Bundles 644 Management Pack Schema 645 Identity Section 646 Versioning 646 About References 646 Entity Types Section 648 Secure References 648 Using Categories 648 About Templates 648 Presentation Section 649 Language Packs 650 Resources Section 650 Image Files 651 About Enumerations 651 Combination Classes 651 Console Tasks 653 Resources 654 Forms 654 Management Pack Best Practices 655 Fast Track 657 Summary 657 Chapter 21 Data Warehouse and Reporting 659 Data Warehouse Overview 660 Data Warehouse Explained 660 Service Manager Data Warehouse Rationale 662 Online Analytical Processing Explained 663 Analysis Library Explained 664 SQL Server Reporting Services Explained 664 PowerPivot Explained 664 PerformancePoint Explained 664 Data Warehouse Architecture 665 Data Warehouse Services 665 Data Warehouse Databases 665 Management Pack Synchronization Process 666 Extract, Transform, and Load Process 666 Data Warehouse Jobs 667 Data Warehouse Schema 669 Deploying the Data Warehouse 669 Data Warehouse Reporting 672 Reporting Permissions 672 Viewing Standard Reports 673 Favorite and Linked Reports 673 Subscribing to and Publishing Reports in SSRS 674 Reports Using Excel PowerPivot 676 Using Analysis Library to Store and View PowerPivot Reports 679 Dashboards in SharePoint PerformancePoint 680 Fast Track 684 Summary 684 Chapter 22 Customizing Service Manager 685 Planning Your Customization 685 What You Can Customize 686 Planning for Management Packs Customization 687 About Data Modeling 690 Presenting Data in Service Manager 697 Automating Processes with Workflows 705 Utilizing Groups and Queues 707 General Considerations for Customization 708 Required Knowledge 709 Performing Customizations in Service Manager 709 Customizing the Console 710 Creating Data Models 723 Creating Workflows 739 Customizing Service Manager Forms 747 Fast Track 753 Summary 754 Chapter 23 Advanced Customization Scenarios 755 Creating Console Tasks Using PowerShell 756 Using Custom Data Models 760 Creating a Management Pack Using Visual Studio Authoring Extensions 763 Creating the Management Pack 763 Defining the Management Pack Display Name 764 Adding References to the Management Pack 765 Creating the Building Base Class 766 Creating the Odyssey Building Room Class 768 Adding the Room Availability Enumeration to the Room Class 769 Adding the BuildingHasRoom Custom Relationship Type 771 Creating the Odyssey Building Bank Class 772 Adding a Type Projection to the Bank Class 773 Creating a Strong Name Key 774 Building and Sealing the Management Pack 775 Adding Views to the Management Pack 777 Customizing View Columns 783 Creating Custom Views 785 Creating Console Forms 789 Additional Resources 797 Viewing Criteria Based on Tokens 797 Building a Custom UserControl to Integrate into Forms 798 Additional Custom Console Tasks 798 Additional Form Customizations 798 Using the TechNet Gallery for Service Manager 798 Fast Track 798 Summary 799 Chapter 24 Using PowerShell 801 Windows PowerShell Cmdlet Primer 802 Frequently Used and Useful Cmdlets 802 Using the PowerShell Integrated Scripting Environment 811 Service Manager and PowerShell 812 Connecting to Service Manager Management Server from PowerShell 813 Service Manager Cmdlet Use Cases 814 Writing Service Manager PowerShell Scripts 816 Service Manager PowerShell Script Use Cases 818 Using PowerShell for Data Warehouse Administration 822 Data Warehouse Cmdlet Use Cases 822 Using PowerShell to Manage the Data Warehouse 830 SMLets PowerShell Module 830 Installing SMLets 831 Using SMLets 831 Fast Track 837 Summary 838 PART VI: APPENDIXES Appendix A User Role Profiles Supplement 841 User Role Profile Classes and Relationship Permissions 841 Mapping User Role Profiles with ITIL/MOF Roles 854 ITIL Role Types 854 Microsoft Operations Framework Role Types 856 Operations and Service Monitoring and Control SMF Role Types 856 Customer Service SMF Role Types 858 Change and Configuration SMF Role Types 859 Appendix B Reference URLs 861 General Resources 861 Microsoft's Service Manager Resources 864 Other Service Manager Resources 867 Service Manager Authoring 869 PowerShell and SMLets 871 Service Manager Connectors 873 System Center 2012 875 SQL Server Resources 876 Reporting and Data Warehouse Resources 877 Blogs 879 Public Forums 880 Appendix C Available Online 883 Backup and Recovery 883 Managing Workflows 884 Building a Management Pack 884 Adding Service Components to a Business Service 884 Live Links 884 Index 885

About the Author

Kerrie Meyler, MVP, is the lead author of numerous System Center books in the Unleashed series, including System Center 2012 Operations Manager Unleashed (2013), System Center 2012 Orchestrator Unleashed (2013), System Center 2012 Configuration Manager Unleashed (2012) and System Center 2012 R2 Configuration Manager Unleashed Supplement (2014). She is an independent consultant with more than 17 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. Kurt Van Hoecke, MVP, managing consultant at inovativ Belgium, focuses on the System Center product suite, including Service Manager, Configuration Manager, and Orchestrator. Kurt is a coauthor to System Center 2012 Orchestrator Unleashed (2013) and contributor to System Center Service Manager 2010 Unleashed (2011). Kurt has been working with Service Manager beginning with the beta versions and has a number of Service Manager deployments to his credit. Samuel Erskine, MCT, MCTS, is an independent IT consultant specializing in Service Manager and Configuration Manager. He was the lead author of Microsoft System Center 2012 Service Manager Cookbook (Packt, 2012) and Microsoft System Center 2012 Orchestrator Cookbook (Packt, 2013), and was a contributing author to System Center 2012 Configuration Manager Unleashed (2012) With more than 18 years of IT experience, Samuel focuses on providing training and consultancy services in the United Kingdom and other locations and blogs at www.itprocessed.com. Steve Buchanan, MVP, MCITP, MCSE, is a regional solution lead with Concurrency. Steve has worked in IT for 14 years with a focus on systems management. He coauthored Microsoft System Center Data Protection Manager 2012 SP1 (Packt, 2013) and authored Microsoft System Center Data Protection Manager 2010 (Packt, 2011). Steve enjoys blogging about his adventures in systems management and cloud technologies at www.buchatech.com.

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