System Center Service Manager 2010 Unleashed

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

List 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
 
 

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. 

Summary

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

• Authors: Anders Bengtsson, Kerrie Meyler, David Pultorak, Patrik Sundqvist, Alexandre Verkinderen
• Publisher: Pearson Education
• Languages: English
• Product format: Paperback / Softback
• Released: 01.10.2011
• EAN: 9780672334368
• ISBN: 978-0-672-33436-8
• No. of pages: 768
• Dimensions: 179 mm x 226 mm x 1 mm
• Weight: 1174 g
• Illustrations: w. ill.
• Series: Sams; Unleashed; Sams
• Subject: Natural sciences, medicine, IT, technology > IT, data processing > Data communication, networks