Microsoft System Center Service Manager 2012 Cookbook电子书

Microsoft System Center 2012 Service Manager Cookbook

Table of Contents

Microsoft System Center 2012 Service Manager Cookbook

Credits

About the Authors

About the Reviewers

www.PacktPub.com

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Free Access for Packt account holders

Instant Updates on New Packt Books

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Downloading the example code

Errata

Piracy

Questions

1. ITSM 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 Fulfillment 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 process

Getting ready

How to do it...

How it works...

Service Level Management process

Getting ready

How to do it...

How it works...

2. Personalizing SCSM 2012 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 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 Priority and Urgency for your SLA targets

Getting ready

How to do it...

How it works...

See also

Configuring global e-mail notification infrastructure settings

Getting ready

How to do it...

How it works...

Creating Management Packs in the Authoring tool to save your SCSM personalization

Getting ready

How to do it...

How it works...

There's more...

Initial baseline and standards

Editing options and flexible customization

See also

Creating formatted e-mail notification templates

Getting ready

How to do it...

How it works...

See also

Creating a basic queue

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...

Add holidays in bulk

Creating SLA metrics

How to do it...

How it works...

Creating Service Level Objectives

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 warning and breaches

Getting ready

How to do it...

How it works...

There's more...

RAG status in console

Creating notifications for SLA warning 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...

Creating a configuration item group

How to do it...

How it works...

There's more...

Creating other groups containing other CI types

5. Deploying Service Request Fulfillment

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

The 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 the Service Request activitie

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

Add more activities to a Servplate

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 of Request offerings

Standalone Request offerings

Adding a Request offering to an existing Service offering

To control the access SCSM 2012

See also

Creating Service Catalog Service offerings

Getting ready

How to do it...

How it works...

There's more...

Views for different status of Service offerings

Controlling access of 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's more...

Publishing Service and Request offerings without the Change Management process

Unpublish a Service offering or Request offering

See also

Working with Service Requests in the portal

Getting ready

How to do it...

How it works...

There's more...

Additional User Input after the Service Request is submitted

See also

Creating Service Request notifications

Getting ready

How to do it...

How it works...

There's more...

Send different notifications regarding a Service Request

Notification for activities in Service Requests

See also

6. Working with Incident and Problem Management

Introduction

Configuring Incident and Problem lists

Getting ready

How to do it...

How it works...

There's more...

See also

Creating an Incident template

Getting ready

How to do it...

How it works...

There's more...

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 workflow to notify the affected user upon the creation of an Incident

Getting ready

How to do it...

How it works...

There's more...

Workflows and subscriptions

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 Service Manager

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 – Install the Exchange Web Service Managed API

Part 2 – Install the Exchange Connector

Part 3 – Configure the Exchange Connector

How it works...

There's more...

Send Email task

See also

Making the description field in the Incident form to 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...

See also

7. Designing Change and Release Management

Introduction

Creating and configuring Change Request Templates

Getting ready

How to do it...

How it works...

There's more...

Reporting of 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

Add 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...

Notification of Activities Implementer

Reporting of 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 of 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 2012

See also

Creating and personalizing Change Management Activity notifications

Getting ready

How to do it...

How it works...

There's more...

Notify 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...

Working with Activities

Add 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 of Scheduled and Actual Date information

See also

8. 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 User role

Getting ready

How to do 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

9. 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

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

Using SharePoint for advanced dashboards

Getting ready

How to do it...

How it works...

10. Extending SCSM with Advanced Personalization

Introduction

Using the SCSM Authoring Tool

Getting ready

How to do it...

How it works...

See also

Extending Service Manager classes

Getting ready

How to do it...

How it works...

There's more...

Lists aka enumeration types

See also

Sealing management packs

Getting ready

How to do it...

There's more...

FastSeal.exe

See also

Creating new classes

Getting ready

How to do it...

How it works...

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

11. Automating Service Manager 2012

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...

Export your unsealed Management Packs using the Service Manager cmdlets

How to do it...

How it works...

There's more...

Creating a custom workflow in the Authoring Tool – export your unsealed Management Packs

Getting ready

How to do it...

How it works...

There's more...

See also

Autoclose resolved Incidents with SMLets and a custom workflow

Getting ready

How to do it...

How it works...

Automating your Request Offerings with Orchestrator

Getting ready

How to do it...

How it works...

There's more...

Make sure that your Runbook is Checked In

Be careful when editing your Runbook!

See also

A. Community Extensions and Third-party Commercial SCSM Solutions

Introduction

Provance® – IT Asset Management, Data Management, and Bar Code for Microsoft® System Center

Provance IT Asset Management Pack

Provance Data Management Pack

Provance Bar Code

Derdack Enterprise Alert®

Seven-Winds Call Script Manager

Call Script Manager – what it does and how it helps

Call Script Builder

WebFront for Service Manager 2012

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

Index