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Full Description
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
Contents
Foreword xivIntroduction 1PART I: SERVICE MANAGER OVERVIEW AND CONCEPTSChapter 1 Service Management Basics 5Ten Reasons to Use Service Manager 6The Problem with Today's Systems 7Service Management Defined 13Evolution of the CMDB 14Strategies for Service Management 15Overview of Microsoft System Center 30The Value Proposition of Service Manager 2010 35Summary 36]Chapter 2 Service Manager 2010 Overview 37The History of Service Manager 38Introducing Service Manager 2010 39Technology and Terminology 40Tools and Utilities 47Overview of SP 1 52Summary 53Chapter 3 MOF, ITIL, and Service Manager 55Introduction to MOF and ITIL 56Incident Management 67Problem Management 72Change Management 77Configuration Management 83Summary 87Chapter 4 Looking Inside Service Manager 89Architectural Overview 90Management Group Defined 92Server Components 93Windows Services 99Connectors 101Modeling and Management Pack Schema 102Workflow 106Service Manager Console 108PowerShell 110Communications 118Summary 120PART II: PLANNING AND INSTALLATIONChapter 5 Designing Service Manager 123Envisioning Service Manager 124Planning Service Manager 131Summary 158Chapter 6 Planning Complex Configurations 159Planning for High Availability 159Service Manager and Virtualization 169Performance and Capacity Planning 173SQL Server Complex Planning 180Summary 184Chapter 7 Installing Service Manager 185Planning Your Installation 185Installation Prerequisites 186Order of Installation 188Single Service Manager Server Deployment 192Multiple Service Manager Server Deployments 192Installing Service Manager from the Command Prompt 222Removing a Service Manager Installation 223Troubleshooting Tips 224Post-Deployment Steps 225Summary 234PART III: SERVICE MANAGER OPERATIONSChapter 8 Using Service Manager 237The Service Manager Console 238Managing Service Manager with the Service Manager Console 241About the Service Manager PowerShell Console 271Using the Self-Service Portal 271About the Analyst Portal 275About the Authoring Tool 276Summary 276Chapter 9 Business Services 277Introducing Service Manager Business Services 278Using Operations Manager with Business Services 282Creating a Business Service 287Non-Operations Manager Components 295Updating a Business Service 298Mapping Operations Manager Incidents to a Business Service Automatically 301Summary 304Chapter 10 Incident Management 305Understanding the Incident Process 305Incident Management in Service Manager 307Incident Management Process Activities 311Configuring Incident Management 319Incident Management Automation 342Summary 354Chapter 11 Problem Management 355Understanding the Problem Process 356Problem Management in Service Manager 358Problem Management Process Activities 361Configuring Problem Management 371Problem Management Automation 379Summary 379Chapter 12 Change Management 381Understanding the Change Management Process 382Change Management in Service Manager 384Change Management Process Activities 388Configuring Change Management 402Change Management Automation 411Summary 424Chapter 13 IT Management: Governance, Risk Management, and Compliance 425Understanding Governance, Risk, and the Compliance Process 425MOF 4.0 and the GRC Process 428Service Manager 2010 SP 1 and the GRC Process 429Installing the IT GRC Process MP 432Configuring the IT GRC Process MP 436Using the IT GRC Process MP 443Summary 446PART IV: ADMINISTERING SERVICE MANAGERChapter 14 Notification 451Notification Overview 451Notification Setup 452Workflows with Notification 465Notification for Review Activities 470Summary 473Chapter 15 Service Manager Security 475Role-Based Security 476Data Warehouse and Reporting Security 504Advanced User Role Scenarios 506Run As Accounts 508Security Best Practices 513Summary 515PART V: BEYOND SERVICE MANAGERChapter 16 Planning Your Customization 519What You Can Customize 520Management Packs 523Data Modeling 525Presenting Data 532Workflows 541Scoping 544General Considerations 548Summarizing Required Knowledge 548Summary 550Chapter 17 Management Packs 551Purpose of Management Packs 551Sealed and Unsealed MPs 553Differences Between Management Pack Schema Version 1.0 and 1.1 555Management Pack Schema 557MP Bundles 563MP Deployment 563Summary 565Chapter 18 Customizing Service Manager 567Customizing the Console 567Creating Data Models 580Creating Workflows 596Customizing Forms 604Sealing Using the Service Manager Authoring Tool 611Web Portals 612Summary 612Chapter 19 Advanced Customization Scenarios 613Custom Data Models 613Customizing Column Display Names 620Custom Views 624Console Tasks Using PowerShell 628Automating an IT Process 631Creating Console Forms Using Visual Studio 637Other Scenarios 641Summary 642Chapter 20 Reports, Dashboards, and Data Analysis 643Reporting 643Dashboards 654Business Intelligence 656Customizing the Data Warehouse and Reporting 661Summary 663PART VI: APPENDIXESAppendix A Reference URLs 667Appendix B Available Online 679Index 681
