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Full Description
This comprehensive resource will help you automate and optimize all facets of service management with System Center 2012 Service Manager.Expert consultants offer deep "in the trenches" insights for improving problem resolution, change control, release management, asset lifecycle management, chargeback, and more. You'll learn how to implement high-value best practices from ITIL and the Microsoft Operations Framework.The authors begin with an expert overview of Service Manager, its evolution, and its new capabilities. Next, they walk through overall planning, design, implementation, and upgrades. Then, to help you focus your efforts, they present stepwise coverage of all topics in each feature area, linking technical information about Service Manager with essential knowledge about the technologies it depends on.Whatever your role in deploying or running Service Manager, this guide will help you deliver more responsive support at lower cost and drive more value from all your IT investments.* Leverage MOF and ITIL processes built into System Center 2012 Service Manager* Plan and design your Service Manager deployment* Install Service Manager or upgrade from earlier versions* Efficiently administer work and configuration items* Use connectors to integrate with Active Directory, Exchange, and System Center components* Create service maps* Enable end user access through Service Manager's self-service portal* Implement incident, problem, change, and release management* Utilize workflows to automate key support processes* Create service level agreements with calendars, metrics, and objectives* Provide quick access to a standardized catalog of services* Use notification to ensure that Service Manager items are promptly addressed* Secure Service Manager and its data warehouse/reporting platform* Perform maintenance, backup, and recovery* Manage Service Manager performance* Customize Service Manager
Contents
Foreword xxivIntroduction xxviA Toolset That Delivers IT as a Service xxviAbout This Book xxviiFast Track: A Quick Look at What's New xxviiiDisclaimers and Fine Print xxixPART I: SERVICE MANAGER OVERVIEW AND CONCEPTS Chapter 1 Service Management Basics 3Ten Reasons to Use Service Manager 4The Problem with Today's Systems 5Why Do Systems Go Down? 6Configuration "Shift and Drift" 7System Isolation 8Lack of Historical Information 9Lack of Expertise 9Missing Incidents and Information 10Lack of Process Consistency 10Not Meeting Service Level Expectations 11What It's All About 11Service Management Defined 11The Importance of Service Management to IT 12Key Concepts in IT Service Management 12Evolution of the CMDB 13Strategies for Service Management 13Microsoft's Dynamic Systems Initiative 14Microsoft Product Integration 14MOF and ITIL 16COBIT: A Framework for IT Governance and Control 17Total Quality Management: TQM 17Six Sigma 17CMMI 17Business Process Management 18Service Management Mastery: ISO/IEC 20000 18Optimizing Your Infrastructure 18Bridging the Service Management Gap 22Delivering System Uptime 24Addressing Configuration "Shift and Drift" 24Consolidating Information 25Providing Historical Information 25Delivering Expertise 26Addressing Missing Incidents and Information 27Providing Process Consistency 27Meeting Service Level Agreements 27Overview of Microsoft System Center 28Reporting and Trend Analysis 30Operations Management 31Enterprise Client Management 32Endpoint Protection 32Service Management 32Protecting Data 33Virtual Machine Management 33Deploy and Manage in the Cloud 34Orchestration and Automation 34Cloud-Based Configuration Monitoring 35The Value Proposition of Service Manager 35Summary 36Chapter 2 Service Manager History and Terminology 37The History of Service Manager 37Service Manager 2010 38Service Manager 2012 39Service Manager Terminology 40Technical Terminology 40Functional Terminology 49Summary 52Chapter 3 MOF, ITIL, and System Center 53About ITIL 53About MOF 55MOF, ITIL, and the Cloud 56Applying IT Service Management 57Approaching IT Service Management Initiatives 58MOF and ITIL Processes Supported by Service Manager 59IT Service Management Processes in Service Manager 59About Incident Management 60About Service Request Fulfillment 66About Problem Management 69About Change Management 73About Release Management 79About Configuration Management 83Summary 87Chapter 4 Looking Inside System Center 2012 Service Manager 89Architectural Overview 90Management Group Defined 92Service Manager Server Features 94Using a Minimum Installation 94Adding Reporting Capabilities 95Service Manager Management Server 96Service Manager Database (ServiceManager) 96Data Warehouse Management Server 96Data Warehouse Database 97Service Manager Console 98Self-Service Portal (SSP) 99Windows Services 99System Center Data Access Service (OMSDK) 99Microsoft Monitoring Agent (HealthService) 100System Center Management Configuration (OMCFG) 101Service Manager Workflow 102Service Manager Connectors 104Modeling and Management Pack Schema 105Data Modeling 105Management Pack Schema 107Service Manager Console 109Communications 114Fast Track 115Summary 115PART II: PLANNING AND INSTALLATIONChapter 5 Planning and Designing System Center 2012 Service Manager 119Planning to Use Service Manager 120Establishing and Optimizing the Business Requirements 120Scoping the Service Manager Deployment Objectives 120Assessing and Capturing the Current Environment 122Creating the Deployment Plan 124Review and Sign-Off of the Deployment Plan 127Planning to Deploy Service Manager 128Planning for Licensing 128Common Design Scenarios 131Capacity Planning 135Security and Authentication Planning 137Network Considerations 140Planning for Availability, Resilience, and Fault Tolerance 141Incorporating a Test Environment into the Design 144Summary 145Chapter 6 Installing and Upgrading to System Center 2012 Service Manager 147Pre-Installation Tasks 148Preparing and Understanding Installation Prerequisites 148Installing and Configuring Prerequisites 152Five-Server Scenario Installation 155Installing the Service Manager Management Server 155Installing the Service Manager Data Warehouse Management Server 162Installing the Service Manager Web Portal 172Three-Server Scenario Installation 178Upgrading to Service Manager 2012 179Upgrading the Data Warehouse Management Server 180Upgrading the Service Manager Management Server 186Upgrading the Service Manager Console 188Troubleshooting Installations and Upgrades 191Recommended Post-Installation Tasks 192For New Installations 192Post-Installation Tasks for Upgraded Environments 193Removing a Service Manager Installation 193Summary 194PART III: SERVICE MANAGER OPERATIONSChapter 7 Using Service Manager 197Service Manager Console Overview 198Administration of Service Manager with the Service Manager Console 202Administration Workspace Node Overview 202Service Manager Portal Overview 211Portal Main Page 213Service Offerings 214Request Offerings 215Knowledge Articles 215My Requests 215My Activities 216Fast Track 217Summary 217Chapter 8 Working with Connectors 219Understanding the Connector Framework 219Configuration Item Connectors 222Work Item Connectors 231Hybrid Service Manager Connectors 232Creating and Working with Configuration Item Connectors 233Creating an Active Directory Connector 233Creating a Configuration Manager Connector 240Creating and Working with an Operations Manager Configuration Item Connector 244Creating a Virtual Machine Manager Connector 248Creating a CSV Connector 252Creating and Working with Work Item Connectors 258Creating and Working with the Operations Manager Alert Connector 258Creating and Working with the Orchestrator Connector 261Creating and Working with the Exchange Connector 266Connector Maintenance and Troubleshooting 269Summary 270Chapter 9 Business Services 271Introducing Business Services in Service Manager 271Defining Business Services 272Characteristics of a Business Service 274Using Operations Manager with Business Services 277Distributed Applications in Operations Manager 277Distributed Application Best Practices 278Service Maps as the Foundation of a Business Service 279Creating a Business Service 281Building an Operations Manager Distributed Application 281Exporting the Operations Manager Management Pack 284Importing the Management Pack into Service Manager 286Using Non-Operations Manager Components 291Authoring a Management Pack 292Importing and Using the Management Pack 294Updating a Business Service 296Automatically Mapping Operations Manager Incidents to a Business Service 298Fast Track 302Summary 302Chapter 10 Service Manager Service Catalog 303Understanding the Service Catalog 303Service Catalog Permissions 305Granting User Access to the Self-Service Portal 306Creating a Catalog Item Group 306Creating a User Role 307Using Service Offerings 308About Request Offerings 310Using Request Offering Templates 311Creating a Request Offering 315Copying Request Offerings 324Adding Request Offerings to Service Offerings 325Working in the Self-Service Portal 326Using the Knowledge Base 331Fast Track 335Summary 335Chapter 11 Incident Management 337Understanding the Incident Management Process 337Incident Management in Service Manager 339Incident Management Process Activities 344Incident Creation 345Incident Detection and Recording 346Incident Classification and Initial Support 347Incident Investigation and Diagnosis 350Escalating Incidents 352Incident Resolution and Recovery 352Closing Incidents 353Configuring Incident Management 354Incident User Roles, Groups, Queues, and Lists 354Configuring General Incident Settings 362Configuring Incoming Emailed Incidents 368Configuring Operations Manager Integration 374Configuring Configuration Manager DCM Integration 376Automating Incident Management 376Creating Incident Management Templates 378Creating Incident Management Workflows 380Automating Incoming Operations Manager Alerts 384Creating a Desired Configuration Management Workflow 385Service Level Management 389Creating a Service Level Objective Calendar Item 391Creating a Service Level Objective Metric 392Creating a Service Level Objective 394Incident Management for End Users 396Creating Incidents 397Incident Follow-Up 397Resolving and Closing Incidents 398Fast Track 398Summary 398Chapter 12 Automation and Chargeback 399Overview of Service Management and Automation 401The Role of Automation 401Service Manager's Role in Private Cloud 402Workflows in Service Manager 404Service Manager SMLets 407Orchestrator and Service Manager 412Overview of Chargeback 415Installing and Using Chargeback 417Operations Manager Management Server Configuration 418Service Manager Management Server Configuration 420Configuring Chargeback 421Using Chargeback Reports 422Fast Track 424Summary 424Chapter 13 Problem Management 425Understanding the Problem Management Process 425Comparing Incident Management with Problem Management 426Problem Management Functionality 426Problem Management in Service Manager 428Problem Management Process Activities 432Problem Detection 434Problem Recording, Classification, and Prioritization 435Problem Investigation and Diagnosis 437Known Error Control in Service Manager 438Problem Resolution 440Problem Closure 440Configuring Problem Management 441Problem Management Console Tasks 441Problem Management User Roles, Groups, Queues, and Lists 442Configuring General Problem Management Settings 443Configuring Notification 444Automating Problem Management 445Fast Track 445Summary 445Chapter 14 Change Request and Configuration Management 447Change Management in Service Manager 447Change Management Process Activities 451Configuration Item Baselines 453Initiating and Recording Changes 454Classifying Changes 459Approving and Scheduling Changes 460Coordinating Change Implementations 462Reviewing and Closing Changes 465Configuring Change Management 465Change Management Console Tasks 466Change Management User Roles, Groups, Queues, and Lists 467Configuring General Change Request Management Settings 468Configuring Notification 469Creating a Change Request Template 470Change Management Workflows 472Fast Track 474Summary 475Chapter 15 Release Management 477Understanding the Release Management Process 477Release Management in Service Manager 479Release Management Process Activities 482Release Planning 483Building and Testing the Release 486Release Deployment 488Release Evaluation and KPI Measurement 491Configuring Release Management 492Using Release Management Console Tasks 493Creating Release Management User Roles, Groups, Queues, and Lists 494Configuring General Release Management Settings 494Configuring Release Templates 496Building Release Records 498Fast Track 501Summary 502PART IV: ADMINISTERING SERVICE MANAGERChapter 16 Managing Notifications 505Notification Overview 505Notification Setup 506Using Recipients 506Configuring Notification Channels 508Creating Templates 510Using Subscriptions 512Incorporating Different Languages in Subscriptions 515Adding Localization to Notification Emails 517Culture XX is a Neutral Culture 519Using Notification Workflows 520Configuring a Workflow to Change the Impact of an Incident 521Using the Workflow 524Notification for Review Activities 526Creating a Notification Template 527Configuring an Activity Event Workflow 528Creating Recurring Notifications 531Fast Track 533Summary 533Chapter 17 Service Manager Security 535Role-Based Security 536Security Boundary Scoping 536User Experience Optimization Scoping 537Operations on the Data Access Service 537About User Roles 538Default User Roles 538User Role Profiles 539Best Practices for Creating Custom User Roles 543Data Warehouse and Reporting Security 557Data Warehouse Administrators User Role 558Granting Access to Reports 558Advanced User Role Scenarios 559Scoping Knowledge Articles 560Scoping Announcements 561Scoping Software Packages 561Run As Accounts 562Run As Account Usage Scenarios 562Out of the Box Run As Accounts 563Creating and Using Custom Run As Accounts 564Security Best Practices 571Securing Database Access 572Enabling Auditing 572Fast Track 573Summary 574Chapter 18 Maintenance, Backup, and Recovery 575Performing Maintenance 577Planning and Performing Backup 578Scheduling Considerations 580Configuration Backup 581SQL Server Database Backup 585Operating System Backup 593Planning and Performing Recovery 593Configuration and Settings Recovery 594Feature Recovery 594Full Operating System Recovery 598Summary 598Chapter 19 Managing Service Manager Performance 599Understanding Service Manager Performance 600Service Manager Console Performance 602Infrastructure Performance 602Configuration Performance 603Self-Service Portal Performance 610Self-Service Portal Sizing 610SharePoint 2010 Performance 610Web Content Server Performance 610Custom Icons 611Service Manager SQL Server Database Performance 612Input/Output per Second (IOPS) 613Database and Log Files 613Available Memory 613Placement of TempDB 613Service Manager Data Warehouse SQL Server Database Performance 614Splitting Data Warehouse Databases 614Cube Processing 614Data Collection and Connectors 615Types of Data 615Connector Settings 617Service Manager Management Server Performance 618Using Orchestrator Runbooks 618Using Groups and Queues619Use of Workflows 619Testing Performance 620Stress Testing Service Manager 621Lab Resources 622Service Manager Add-ons 624Cireson 624Gridpro 624Summary 625PART V: BEYOND SERVICE MANAGERChapter 20 Management Packs 629Management Packs Defined 630Purpose of Management Packs 632Uninstalling Management Packs 633Transporting Management Packs 633Management Pack Versioning 634Management Pack Componentization 634Working with Management Packs 634Sealed and Unsealed Management Packs 634Management Pack Deployment 636Creating a Management Pack Using the Service Manager Console 638Viewing the Properties of a Management Pack 639Exporting a Management Pack 641Importing a Management Pack 642Management Pack Bundles 644Management Pack Schema 645Identity Section 646Versioning 646About References 646Entity Types Section 648Secure References 648Using Categories 648About Templates 648Presentation Section 649Language Packs 650Resources Section 650Image Files 651About Enumerations 651Combination Classes 651Console Tasks 653Resources 654Forms 654Management Pack Best Practices 655Fast Track 657Summary 657Chapter 21 Data Warehouse and Reporting 659Data Warehouse Overview 660Data Warehouse Explained 660Service Manager Data Warehouse Rationale 662Online Analytical Processing Explained 663Analysis Library Explained 664SQL Server Reporting Services Explained 664PowerPivot Explained 664PerformancePoint Explained 664Data Warehouse Architecture 665Data Warehouse Services 665Data Warehouse Databases 665Management Pack Synchronization Process 666Extract, Transform, and Load Process 666Data Warehouse Jobs 667Data Warehouse Schema 669Deploying the Data Warehouse 669Data Warehouse Reporting 672Reporting Permissions 672Viewing Standard Reports 673Favorite and Linked Reports 673Subscribing to and Publishing Reports in SSRS 674Reports Using Excel PowerPivot 676Using Analysis Library to Store and View PowerPivot Reports 679Dashboards in SharePoint PerformancePoint 680Fast Track 684Summary 684Chapter 22 Customizing Service Manager 685Planning Your Customization 685What You Can Customize 686Planning for Management Packs Customization 687About Data Modeling 690Presenting Data in Service Manager 697Automating Processes with Workflows 705Utilizing Groups and Queues 707General Considerations for Customization 708Required Knowledge 709Performing Customizations in Service Manager 709Customizing the Console 710Creating Data Models 723Creating Workflows 739Customizing Service Manager Forms 747Fast Track 753Summary 754Chapter 23 Advanced Customization Scenarios 755Creating Console Tasks Using PowerShell 756Using Custom Data Models 760Creating a Management Pack Using Visual Studio Authoring Extensions 763Creating the Management Pack 763Defining the Management Pack Display Name 764Adding References to the Management Pack 765Creating the Building Base Class 766Creating the Odyssey Building Room Class 768Adding the Room Availability Enumeration to the Room Class 769Adding the BuildingHasRoom Custom Relationship Type 771Creating the Odyssey Building Bank Class 772Adding a Type Projection to the Bank Class 773Creating a Strong Name Key 774Building and Sealing the Management Pack 775Adding Views to the Management Pack 777Customizing View Columns 783Creating Custom Views 785Creating Console Forms 789Additional Resources 797Viewing Criteria Based on Tokens 797Building a Custom UserControl to Integrate into Forms 798Additional Custom Console Tasks 798Additional Form Customizations 798Using the TechNet Gallery for Service Manager 798Fast Track 798Summary 799Chapter 24 Using PowerShell 801Windows PowerShell Cmdlet Primer 802Frequently Used and Useful Cmdlets 802Using the PowerShell Integrated Scripting Environment 811Service Manager and PowerShell 812Connecting to Service Manager Management Server from PowerShell 813Service Manager Cmdlet Use Cases 814Writing Service Manager PowerShell Scripts 816Service Manager PowerShell Script Use Cases 818Using PowerShell for Data Warehouse Administration 822Data Warehouse Cmdlet Use Cases 822Using PowerShell to Manage the Data Warehouse 830SMLets PowerShell Module 830Installing SMLets 831Using SMLets 831Fast Track 837Summary 838PART VI: APPENDIXESAppendix A User Role Profiles Supplement 841User Role Profile Classes and Relationship Permissions 841Mapping User Role Profiles with ITIL/MOF Roles 854ITIL Role Types 854Microsoft Operations Framework Role Types 856Operations and Service Monitoring and Control SMF Role Types 856Customer Service SMF Role Types 858Change and Configuration SMF Role Types 859Appendix B Reference URLs 861General Resources 861Microsoft's Service Manager Resources 864Other Service Manager Resources 867Service Manager Authoring 869PowerShell and SMLets 871Service Manager Connectors 873System Center 2012 875SQL Server Resources 876Reporting and Data Warehouse Resources 877Blogs 879Public Forums 880Appendix C Available Online 883Backup and Recovery 883Managing Workflows 884Building a Management Pack 884Adding Service Components to a Business Service 884Live Links 884Index 885
