System Center Service Manager 2010 Unleashed

Contents......Page 6 Foreword......Page 15 Introduction......Page 18 Part I: Service Manager Overview and Concepts......Page 20 1 Service Management Basics......Page 22 Ten Reasons to Use Service Manager......Page 23 The Problem with Today’s Systems......Page 24 Service Management Defined......Page 30 Evolution of the CMDB......Page 31 Strategies for Service Management......Page 32 Overview of Microsoft System Center......Page 47 The Value Proposition of Service Manager 2010......Page 52 Summary......Page 53 2 Service Manager 2010 Overview......Page 54 The History of Service Manager......Page 55 Introducing Service Manager 2010......Page 56 Technology and Terminology......Page 57 Tools and Utilities......Page 64 Overview of SP 1......Page 69 Summary......Page 70 3 MOF, ITIL, and Service Manager......Page 72 Introduction to MOF and ITIL......Page 73 Incident Management......Page 84 Problem Management......Page 89 Change Management......Page 94 Configuration Management......Page 100 Summary......Page 104 4 Looking Inside Service Manager......Page 106 Architectural Overview......Page 107 Management Group Defined......Page 109 Server Components......Page 110 Windows Services......Page 116 Connectors......Page 118 Modeling and Management Pack Schema......Page 119 Workflow......Page 123 Service Manager Console......Page 125 PowerShell......Page 127 Communications......Page 135 Summary......Page 137 Part II: Planning and Installation......Page 138 5 Designing Service Manager......Page 140 Envisioning Service Manager......Page 141 Planning Service Manager......Page 148 Summary......Page 175 Planning for High Availability......Page 176 Service Manager and Virtualization......Page 186 Performance and Capacity Planning......Page 190 SQL Server Complex Planning......Page 197 Summary......Page 201 Planning Your Installation......Page 202 Installation Prerequisites......Page 203 Order of Installation......Page 205 Multiple Service Manager Server Deployments......Page 209 Installing Service Manager from the Command Prompt......Page 239 Removing a Service Manager Installation......Page 240 Troubleshooting Tips......Page 241 Post-Deployment Steps......Page 242 Summary......Page 251 Part III: Service Manager Operations......Page 252 8 Using Service Manager......Page 254 The Service Manager Console......Page 255 Managing Service Manager with the Service Manager Console......Page 258 Using the Self-Service Portal......Page 288 About the Analyst Portal......Page 292 Summary......Page 293 9 Business Services......Page 294 Introducing Service Manager Business Services......Page 295 Using Operations Manager with Business Services......Page 299 Creating a Business Service......Page 304 Non-Operations Manager Components......Page 312 Updating a Business Service......Page 315 Mapping Operations Manager Incidents to a Business Service Automatically......Page 318 Summary......Page 321 Understanding the Incident Process......Page 322 Incident Management in Service Manager......Page 324 Incident Management Process Activities......Page 328 Configuring Incident Management......Page 336 Incident Management Automation......Page 359 Summary......Page 371 11 Problem Management......Page 372 Understanding the Problem Process......Page 373 Problem Management in Service Manager......Page 375 Problem Management Process Activities......Page 378 Configuring Problem Management......Page 388 Summary......Page 396 12 Change Management......Page 398 Understanding the Change Management Process......Page 399 Change Management in Service Manager......Page 401 Change Management Process Activities......Page 405 Configuring Change Management......Page 419 Change Management Automation......Page 428 Summary......Page 441 Understanding Governance, Risk, and the Compliance Process......Page 442 MOF 4.0 and the GRC Process......Page 445 Service Manager 2010 SP 1 and the GRC Process......Page 446 Installing the IT GRC Process MP......Page 449 Configuring the IT GRC Process MP......Page 453 Using the IT GRC Process MP......Page 460 Summary......Page 463 Part IV: Administering Service Manager......Page 466 Notification Overview......Page 468 Notification Setup......Page 469 Workflows with Notification......Page 482 Notification for Review Activities......Page 487 Summary......Page 490 15 Service Manager Security......Page 492 Role-Based Security......Page 493 Data Warehouse and Reporting Security......Page 521 Advanced User Role Scenarios......Page 523 Run As Accounts......Page 525 Security Best Practices......Page 530 Summary......Page 532 Part V: Beyond Service Manager......Page 534 16 Planning Your Customization......Page 536 What You Can Customize......Page 537 Management Packs......Page 540 Data Modeling......Page 542 Presenting Data......Page 549 Workflows......Page 558 Scoping......Page 561 Summarizing Required Knowledge......Page 565 Summary......Page 567 Purpose of Management Packs......Page 568 Sealed and Unsealed MPs......Page 570 Differences Between Management Pack Schema Version 1.0 and 1.1......Page 572 Management Pack Schema......Page 574 MP Deployment......Page 580 Summary......Page 582 Customizing the Console......Page 584 Creating Data Models......Page 597 Creating Workflows......Page 613 Customizing Forms......Page 621 Sealing Using the Service Manager Authoring Tool......Page 628 Summary......Page 629 Custom Data Models......Page 630 Customizing Column Display Names......Page 637 Custom Views......Page 641 Console Tasks Using PowerShell......Page 645 Automating an IT Process......Page 648 Creating Console Forms Using Visual Studio......Page 654 Other Scenarios......Page 658 Summary......Page 659 Reporting......Page 660 Dashboards......Page 671 Business Intelligence......Page 673 Customizing the Data Warehouse and Reporting......Page 678 Summary......Page 680 Part VI: Appendixes......Page 682 A: Reference URLs......Page 684 B: Available Online......Page 696 A......Page 698 B......Page 702 C......Page 704 D......Page 712 E......Page 717 F......Page 719 G......Page 720 I......Page 721 L......Page 726 M......Page 728 N......Page 731 O......Page 732 P......Page 733 R......Page 740 S......Page 744 T......Page 751 U......Page 753 V......Page 754 W......Page 755 X–Z......Page 759

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

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