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Microsoft System Center 2016 Service Manager Cookbook - Second Edition电子书

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60人正在读 | 0人评论 9.8

作       者:Anders Asp (MVP)

出  版  社:Packt Publishing

出版时间:2017-02-01

字       数:390.9万

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Discover over 100 practical recipes to help you master the art of IT service management for your organization About This Book Unleash the capabilities of Microsoft System Center 2016 Service Manager Master the skills of configuring, deploying, managing, and troubleshooting your Service Manager 2016 This book contains practical recipes that leverage the key and newly added features and functionalities of Microsoft System Center 2016 Service Manager Who This Book Is For This book will be useful to IT professionals including SCSM administrators who want to configure and administer System Center Service Manager 2016 and understand how to solve specific problems and scenarios that arise. It will also be useful to users of Service Manager 2012 who want to learn about the new features and capabilities of the Service Manager 2016 release. It will be ideal if you have Service Manager experience as well as experience with other System Center products. What You Will Learn See a practical implementation of the ITSM framework and processes based on ITIL Deploy and configure the new Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration Get to know about Incident, Problem, and Change Management processes and configuration Get to grips with performing advanced personalization in Service Manager Discover how to set up and use automation with and within Service Manager 2016 Work with Service Manager Data Warehouse Find out what Security Roles are and how to implement them Learn how to upgrade from SCSM 2012 R2 to SCSM 2016 In Detail System Center Service Manager (SCSM) is an integrated platform that offers a simplified data center management experience by implementing best practices such as Incident Management, Service Request, and Change Control to achieve efficient service delivery across your organization. This book provides you with real-world recipes that can be used immediately and will show you how to configure and administer SCSM 2016. You’ll also find out how to solve particular problems and scenarios to take this tool further. You’ll start with recipes on implementing ITSM frameworks and processes and configuring Service Level Agreements (SLAs). Then, you'll work through deploying and configuring the HTML5 Self-Service Portal, configuring Incident and Problem Management, and designing and configuring Change and Release Management. You'll also learn about security roles and overall Microsoft SCSM 2016 administration. Toward the end of the book, we’ll look at advanced topics, such as presenting the wealth of information stored within the Service Manager Data Warehouse, standardizing SCSM deployments, and implementing automation. Style and approach This book will enlighten you on Microsoft System Center 2016 Service Manager through recipes that can be implemented directly in any enterprise. You can read the book from start to end if you’re a beginner, or just open up any chapter and start following the recipes as a reference for advanced users. This book consists of a pool of step-by-step recipes on how to perform activities in Service Manager.
目录展开

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Credits

Foreword

About the Authors

About the Reviewers

www.PacktPub.com

Why subscribe?

Customer Feedback

Preface

What this book covers

What you need for this book

Who this book is for

Sections

Getting ready

How to do it…

How it works…

There's more…

See also

Conventions

Reader feedback

Customer support

Downloading the example code

Downloading the color images of this book

Errata

Piracy

Questions

1. ITSM and ITIL Frameworks and Processes

Introduction

Understanding ITSM frameworks

Getting ready

How to do it...

How it works...

ITIL© processes

Getting ready

How to do it...

How it works...

See also

Creating an Asset Management process

Getting ready

How to do it...

How it works...

There's more...

See also

Creating a Configuration Management System (CMS) process

Getting ready

How to do it...

How it works...

See also

Creating a Service Request Fulfilment process

Getting ready

How to do it...

How it works...

Creating an Incident and Problem Management process

Getting ready

How to do it...

Incident Management

Problem Management

How it works...

Creating a Change and Release Management process

Getting ready

How to do it...

How it works...

There's more...

Creating an IT Service Desk

Getting ready

How to do it...

How it works...

The Service Level Management process

Getting ready

How to do it...

How it works...

Dependencies and relationships between ITSM processes

Getting ready

How to do it...

How it works...

2. Personalizing SCSM 2016 Administration

Introduction

Configuring how long to keep your SCSM data

Getting ready

How to do it...

How it works...

There's more...

Configuration Items data grooming using the console

See also

Configuring the Incident Management global settings

Getting ready

How to do it...

How it works...

Configuring the Problem Management global settings

Getting ready

How to do it...

How it works...

Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings

Getting ready

How to do it...

How it works...

Working with prefix settings

File attachment settings

Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident

Getting ready

How to do it...

How it works...

Auto resolution of child incidents

Auto reactivation of child incidents

Status of child incidents when linked with a parent

Configuring the priority and urgency for your SLA targets

Getting ready

How it works...

See also

Creating Management Packs to save your SCSM personalization

Getting ready

How to do it...

How it works...

See also

Creating a configuration item group

How to do it...

How it works...

There's more...

Creating other groups containing other CI types

Creating a basic queue

Getting ready

How to do it...

How it works...

See also

Creating SCSM console tasks

Getting ready

How to do it...

How it works...

Configuring global e-mail notification infrastructure settings

Getting ready

How to do it...

How it works...

Creating formatted e-mail notification templates

Getting ready

How to do it...

How it works...

See also

3. Configuring Service Level Agreements (SLAs)

Introduction

Creating priority queues

Getting ready

How to do it...

How it works...

There's more...

Service Request queues

Further queue types

See also

Configuring business hours and non-working days

Getting ready

How to do it...

How it works...

There's more...

Adding holidays in bulk

Creating SLA metrics

How to do it...

How it works...

Creating SLOs

Getting ready

How to do it...

How it works...

See also

Creating Incident Management SLAs

Getting ready

How to do it...

Resolution Time SLA

First Response Time SLA

How it works...

Creating Service Request SLAs

Getting ready

How to do it...

Implementation Time SLA

How it works...

Viewing SLA warnings and breaches

Getting ready

How to do it...

How it works...

There's more...

RAG status in console

Setting up SLA notifications for warnings and breaches

Getting ready

How to do it...

How it works...

There's more...

Notification for breaches

Creating repeated notifications before SLA breaches with escalation

Getting ready

How to do it...

How it works...

There's more...

Notification timings depending on priority

Notification for breaches

4. Building the Configuration Management Database (CMDB)

Introduction

Adding configuration items manually

How to do it...

How it works...

There's more...

Importing Active Directory configuration items

Getting ready

How to do it...

How it works...

There's more...

Mapping Active Directory domain attributes to Service Manager properties

Changing the Active Directory connector schedule via PowerShell

Importing Configuration Manager configuration items

Getting ready

How to do it...

How it works...

There's more...

Mapping Configuration Manager attributes to Service Manager properties

Importing Operations Manager configuration items

Getting ready

How to do it...

How it works...

There's more...

Adding new Operations Manager CIs

Importing Virtual Machine Manager configuration items

Getting ready

How to do it...

How it works...

There's more...

Need to use an account that isn't a local administrator?

Setting up a Virtual Machine Manager and Operations Manager integration

Importing Orchestrator runbooks

Getting ready

How to do it...

How it works...

There's more...

Where are my runbooks?

Using a CSV file to import items into the CMDB

Getting ready

How to do it...

How it works...

There's more...

Using PowerShell to find the properties

Is CSV import just for configuration items?

Complex CI importing

See also

Creating a Business Service

Getting ready

How to do it...

How it works...

There's more...

Raising related incidents

Personalizing and organizing configuration item views

How to do it...

How it works...

5. Deploying Service Request Fulfilment

Introduction

Creating Support Groups for Service Requests

Getting ready

How to do it...

How it works...

There's more...

Creating sub (child) list items

Using Support Groups for filtering in reports

Working with management packs

Service Request Groups and Service Level Agreements

See also

Creating Service Request templates

Getting ready

How to do it...

How it works...

There's more...

Configuring Service Request activities in a template

Configuring required fields of a Service Request

See also

Creating Service Request activities

Getting ready

How to do it...

How it works...

There's more...

How to configure the other activity types

Adding more activities to a Service Request created with a template

See also

Creating Service Offering categories

Getting ready

How to do it...

How it works...

There's more...

Using Service Offering categories in reports (filtering)

See also

Creating Service Catalog Request Offerings

Getting ready

How to do it...

How it works...

There's more...

Copying Request Offerings

Views for different status as of Request Offerings

Standalone Request Offerings

Adding a Request Offering to an existing Service Offering

Controlling the access to Request Offerings using Groups and User Roles in SCSM 2016

See also

Creating Service Catalog Service Offerings

Getting ready

How to do it...

How it works...

There's more...

Views for different status as of Service Offerings

Controlling access to Service Offerings using groups and user roles

See also

Publishing Service Offerings and Request Offerings

Getting ready

How to do it...

How it works...

There is more...

Publishing Service and Request Offerings without the Change Management process

Unpublishing a Service Offering or Request Offering

See also

Working with Service Requests in the Self-Service Portal

Getting ready

How to do it...

How it works...

There's more...

Additional User Input after the Service Request is submitted

See also

Filling in the Service Request Description with User Input from the Request Offering

Getting ready

How to do it...

How it works...

There's more...

Different date/time format for output

See also...

Creating Service Request notifications

Getting ready

How to do it...

How it works...

There's more...

Sending different notifications regarding a Service Request

Notification for activities in Service Requests

See also

6. Deploying and Configuring the HTML5 Self-Service Portal

Introduction

Choosing the right deployment model

Getting ready

How to do it...

How it works...

Deploying the HTML5 Self-Service Portal

Getting ready

How to do it...

How it works...

There's more...

Configuring permissions

Getting ready

How to do it...

Setting up the catalog group

Setting up the User Role

How it works...

There's more...

Configuring cache settings

Getting ready

How to do it...

Clearing the HTML5 portal cache

Modifying the cache settings

Customizing the Self-Service Portal

Getting ready

How to do it...

General customizations

Title

Logo

Service Desk phone number

Service Desk e-mail

How it works...

There's more...

Customizing the Self-Service Portal further

Getting ready

How to do it...

Lower-left side of fly out menu

Icons

Side bar links

Colors look and feel

Custom error message

7. Working with Incident and Problem Management

Introduction

Configuring incident and problem lists

Getting ready

How to do it...

How it works...

There's more...

Renaming list items

Impact and Urgency

See also

Creating an incident template

Getting ready

How to do it...

How it works...

There's more...

See also

Creating a subscription to notify the affected user upon the creation of an incident

Getting ready

How to do it...

How it works...

There's more...

Subscriptions and workflows

See also

Adding a task to the incident form

Getting ready

How to do it...

How it works...

There's more...

See also

Creating a view to display the problem records created in the last 30 days

Getting ready

How to do it...

How it works...

There's more...

Available tokens in SCSM

See also

Configuring the Global Operators Group

Getting ready

How to do it...

How it works...

There's more...

See also

Downloading, installing, and configuring the Exchange Connector

Getting ready

How to do it...

Part 1 - Installing the Exchange Web Service Managed API

Part 2 - Installing the Exchange Connector

Part 3 - Configuring the Exchange Connector

How it works...

There's more...

See also

Making the description field in the incident form auto-grow

Getting ready

How to do it...

How it works...

There's more...

See also

Extending the Incident class with a new property

Getting ready

How to do it...

How it works...

There's more...

Relationships

See also

Using Advanced Search to find very specific incidents

Getting ready

How to do it...

How it works...

There's more...

See also

8. Designing and Configuring Change Management and Release Management

Introduction

Creating and configuring Change Request Templates

Getting ready

How to do it...

How it works...

There's more...

Reporting scheduled and actual date information

See also

Creating and managing Change Management Review Activities

Getting ready

How to do it...

How it works...

There's more...

Notification of reviewers

Adding more activities to a Service Request created on a template

See also

Creating Manual Activities for Change Management

Getting ready

How to do it...

How it works...

There's more...

Notificating the Activities Implementer

Reporting Scheduled and Actual Date information

See also

Creating and managing Dependent Activities in Change Management

Getting ready

How to do it...

How it works...

There's more...

Linking activities in Change Requests to activities in Release Records

See also

Creating and personalizing Change Management Parallel Activities

Getting ready

How to do it...

How it works...

There's more...

How to work with Review, Manual, and Dependent Activities

How to work with Sequential Activities inside Parallel Activities

See also

Creating and personalizing Change Management Sequential Activities

Getting ready

How to do it...

How it works...

There's more...

How to work with Review, Manual, and Dependent Activities

How to work with Parallel Activities in SCSM 2016

See also

Creating and personalizing Change Management Activity notifications

Getting ready

How to do it...

How it works...

There's more...

Notifying the Implementer of a Manual Activity

Working with Notification templates

See also

Creating and managing Build and Environment Release Records

Getting ready

How to do it...

How it works...

There's more...

Builds are not only software-related

See also

Creating and managing Release Record Templates

Getting ready

How to do it...

How it works...

There's more...

Adding more specific information to a Release Record Template

See also

Working with Change Requests and Release Records

Getting ready

How to do it...

How it works...

There's more...

Using Environments and Builds

Using Parent/Child Release Records

Reporting Scheduled and Actual Date information

See also

Filling in all related Activity Descriptions with Descriptions from parent Change Requests

Getting ready

How to do it...

How it works...

There's more...

Setting the Description for all activities related to a Service Request

9. Implementing Security Roles

Introduction

Viewing basic settings for Security roles

Getting ready

How to do it...

How it works...

There's more...

Data Warehouse User Roles

See also

Adding users to the End Users role

Getting ready

How to it...

How it works...

There's more...

Beware of the Authenticated Users

Creating and managing Service Request roles

Getting ready

How to do it...

How it works...

There's more...

Implied permissions

See also

Creating and managing Incident Management roles

Getting ready

How to do it...

How it works...

There's more...

Support Group alias (Incident Tier Queue)

See also

Creating and managing Problem Management roles

Getting ready

How to do it...

How it works...

See also

Creating and managing Change and Release Management roles

Getting ready

How to do it...

How it works...

There's more...

Using the built-in roles

Creating hybrid roles

Getting ready

How to do it...

How it works...

There's more...

Advance extensions

Configuring the Self-Service Catalog security role

Getting ready

How to do it...

How it works...

There's more...

Dynamic membership

Excluded members

Editing the catalog group

See also

Listing SCSM security role details with PowerShell

Getting ready

How to do it...

How it works...

There's more...

Piping the script output to a text file

See also

Getting SCSM security roles of a specific user with PowerShell

Getting ready

How to do it...

How it works...

There's more...

Piping the script output to a text file

See also

10. Working with the Data Warehouse and Reporting

Introduction

Viewing SCSM reports

Getting ready

How to do it...

How it works...

There's more...

Accessing reports from a browser

See also

Creating favorite and linked reports

Getting ready

How to do it...

How it works...

See also

Understanding the Service Manager Data Warehouse data mart

Getting ready

How to do it...

Dimensions

Facts

Outriggers

How it works...

Creating custom database objects for reporting

Database permissions required for reporting

Creating reports with Report Builder

Getting ready

How to do it...

How it works...

There's more...

Installing Report Builder 3.0 on your computer

Writing SQL queries for your reports

Copying existing reports

See also

Configuring report permissions

Getting ready

How to do it...

How it works...

There's more...

Security roles

Security settings inheritance

Delivering reports automatically using report subscriptions

Getting ready

How to do it...

How it works...

There's more...

Allowing non-Content Managers to define e-mail addresses

Analyzing data with Microsoft Excel

Getting ready

How to do it...

How it works...

There's more...

Using Slicers to filter data

See also

Using the Analysis Library to publish Excel reports

Getting ready

How to do it...

How it works...

See also

11. Extending SCSM with Advanced Personalization

Introduction

Using the SCSM Authoring Tool

Getting ready

How to do it...

How it works...

See also

Sealing management packs

Getting ready

Creating the SNK file

How to do it...

There's more...

FastSeal.exe

See also

Extending Service Manager classes

Getting ready

How to do it...

How it works...

There's more...

Lists aka enumeration types

See also

Creating new classes

Getting ready

How to do it...

How it works...

The generic form

There's more...

Inheriting from a different class

System Center Common Model

See also

Customizing default forms

Getting ready

How to do it...

How it works...

There's more...

The Extensions tab

See also

Creating your own forms

Getting ready

How to do it...

How it works...

See also

Using an XML editor to modify management packs

Getting ready

How to do it...

There's more...

Management pack schema

See also

Editing the XML of a view to alter the criteria to include AND instead of OR

Getting ready

How to do it...

How it works...

There's more...

See also

12. Automating Service Manager 2016

Introduction

Routing incidents automatically using workflows

Getting ready

How to do it...

How it works...

See also

Downloading and installing SMLets

Getting ready

How to do it...

How it works...

There's more...

See also

Using SMLets to delete a work item

Getting ready

How to do it...

How it works...

There's more...

See also

Exporting your unsealed management packs using SMLets

Getting ready

How to do it...

How it works...

There's more...

See also

Creating a custom workflow in the Authoring Tool - exporting your unsealed management packs

Getting ready

How to do it...

How it works...

There's more...

See also

Autoclosing resolved incidents with SMLets and a custom workflow

Getting ready

How to do it...

How it works...

See also

Automating your request offerings with Orchestrator

Getting ready

How to do it...

Part 1 - Creating the Runbook in Orchestrator

Part 2 - Syncing the Orchestrator connector

Part 3 - Creating a Runbook Automation Activity template

Part 4 - Creating a Service Request template

Part 5 - Creating a Request Offering

Part 6 - Creating a Service Offering

Part 7 - Testing and verifying

How it works...

There's more...

Make sure that your Runbook is checked in

Be careful when editing your Runbook!

Service management automation and Azure automation

See also

Creating new work items with SMLets

Getting ready

How to do it...

How it works...

There's more...

See also

13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2

Introduction

What's new in Service Manager 2016?

Important changes

Features removed or deprecated

Preparing for Service Manager 2016

Supported upgrade paths

Minimum hardware recommendations

Operating systems compatibility

SQL Server version compatibility

Browser support

Customizations and third party add-ons

Self-Service Portal

Silverlight-based Self-Service Portal

HTML5-based Self-Service Portal

Remote SQL Server Reporting Services

SQL Server 2014 Analysis Management Objects

Upgrading to Service Manager 2016

Getting ready

How to do it...

Upgrading the Data Warehouse Management Server

Upgrading the Service Manager Management Server(s)

Upgrading the Service Manager Consoles

After Upgrading to Service Manager 2016

How it works...

A. Community Extensions and Third-Party Commercial SCSM Solutions

Introduction

Cireson solutions for Microsoft Service Manager

Cireson Self-Service Portal

Cireson Analyst Portal

Cireson Dashboard Designer

Cireson Asset Management

Cireson Asset Import

Cireson Asset Barcode

Cireson Asset Excel

Cireson Life cycle Management

Service Manager Community Apps from Cireson

The Cireson Community

itnetX

ITSM Portal Suite

Productivity Pack

Advanced View Editor

Billable Time

Checklist Activities

CMDB Visualizer

Desktop Alert

Power Print

PowerShell Activity

PowerShell Tasks

Preview Forms

Send Mail

SMA Connector

Provance

Provance IT Asset Management

Provance Data Management Pack

Provance Bar Code

Derdack

Enterprise Alert

Gridpro

WebFront for Service Manager

PowerPack for Service Manager

Request Management for Windows Azure Pack

SCUtils

SCUtils Email Connector 2016

SCUtils ConvertTask 2016

SCUtils WorkItem Scheduler 2016

SCUtils SLAInstanceDuration 2016

Axians

Axians myOperations for System Center Service Manager

The myOperations Portal for System Center Service Manager

The myOperations Enterprise Add-Ons

Technology explained - customizing the myOperations Portal

Technology explained - SCSM Extensions and the myOperations Portal

myOperations Enterprise Add-On - Server Patch Management

Design principles in the myOperations Portal solution

B. Useful Websites and Community Resources

Introduction

Useful community blogs

Frameworks and processes

Valuable community forums and user groups

Websites for SCSM solutions and extensions

Online wikis

Social network resources

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