book

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Name: Microsoft System Center 2016 Service Manager Cookbook - Second Edition
ISBN: 9781786464897

by Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten

February 2017

Intermediate to advanced

638 pages

11h 35m

English

Packt Publishing

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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 readyHow to do it…How it works…There's more…See also
Conventions
Reader feedback
Customer support
Downloading the example codeDownloading the color images of this book ErrataPiracyQuestions
1. ITSM and ITIL Frameworks and Processes
Introduction
Understanding ITSM frameworks
Getting readyHow to do it...How it works...
ITIL© processes
Getting readyHow to do it...How it works...See also
Creating an Asset Management process
Getting readyHow to do it...How it works...There's more...See also
Creating a Configuration Management System (CMS) process
Getting readyHow to do it...How it works...See also
Creating a Service Request Fulfilment process
Getting readyHow to do it...How it works...
Creating an Incident and Problem Management process
Getting readyHow to do it...Incident ManagementProblem ManagementHow it works...
Creating a Change and Release Management process
Getting readyHow to do it...How it works...There's more...
Creating an IT Service Desk
Getting readyHow to do it...How it works...
The Service Level Management process
Getting readyHow to do it...How it works...
Dependencies and relationships between ITSM processes
Getting readyHow to do it...How it works...
2. Personalizing SCSM 2016 Administration
Introduction
Configuring how long to keep your SCSM data
Getting readyHow to do it...How it works...There's more...Configuration Items data grooming using the consoleSee also
Configuring the Incident Management global settings
Getting readyHow to do it...How it works...
Configuring the Problem Management global settings
Getting readyHow to do it...How it works...
Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
Getting readyHow to do it...How it works...Working with prefix settingsFile attachment settings
Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
Getting readyHow to do it...How it works...Auto resolution of child incidentsAuto reactivation of child incidentsStatus of child incidents when linked with a parent
Configuring the priority and urgency for your SLA targets
Getting readyHow it works...See also
Creating Management Packs to save your SCSM personalization
Getting readyHow 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 readyHow to do it...How it works...See also
Creating SCSM console tasks
Getting readyHow to do it...How it works...
Configuring global e-mail notification infrastructure settings
Getting readyHow to do it...How it works...
Creating formatted e-mail notification templates
Getting readyHow to do it...How it works...See also
3. Configuring Service Level Agreements (SLAs)
Introduction
Creating priority queues
Getting readyHow to do it...How it works...There's more...Service Request queuesFurther queue typesSee also
Configuring business hours and non-working days
Getting readyHow 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 readyHow to do it...How it works...See also
Creating Incident Management SLAs
Getting readyHow to do it...Resolution Time SLAFirst Response Time SLAHow it works...
Creating Service Request SLAs
Getting readyHow to do it...Implementation Time SLAHow it works...
Viewing SLA warnings and breaches
Getting readyHow to do it...How it works...There's more...RAG status in console
Setting up SLA notifications for warnings and breaches
Getting readyHow to do it...How it works...There's more...Notification for breaches
Creating repeated notifications before SLA breaches with escalation
Getting readyHow to do it...How it works...There's more...Notification timings depending on priorityNotification 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 readyHow to do it...How it works...There's more...Mapping Active Directory domain attributes to Service Manager propertiesChanging the Active Directory connector schedule via PowerShell
Importing Configuration Manager configuration items
Getting readyHow to do it...How it works...There's more...Mapping Configuration Manager attributes to Service Manager properties
Importing Operations Manager configuration items
Getting readyHow to do it...How it works...There's more...Adding new Operations Manager CIs
Importing Virtual Machine Manager configuration items
Getting readyHow 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 readyHow to do it...How it works...There's more...Where are my runbooks?
Using a CSV file to import items into the CMDB
Getting readyHow to do it...How it works...There's more...Using PowerShell to find the propertiesIs CSV import just for configuration items?Complex CI importingSee also
Creating a Business Service
Getting readyHow 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 readyHow to do it...How it works...There's more...Creating sub (child) list itemsUsing Support Groups for filtering in reportsWorking with management packsService Request Groups and Service Level AgreementsSee also
Creating Service Request templates
Getting readyHow to do it...How it works...There's more...Configuring Service Request activities in a templateConfiguring required fields of a Service RequestSee also
Creating Service Request activities
Getting readyHow to do it...How it works...There's more...How to configure the other activity typesAdding more activities to a Service Request created with a templateSee also
Creating Service Offering categories
Getting readyHow to do it...How it works...There's more...Using Service Offering categories in reports (filtering)See also
Creating Service Catalog Request Offerings
Getting readyHow to do it...How it works...There's more...Copying Request OfferingsViews for different status as of Request OfferingsStandalone Request OfferingsAdding a Request Offering to an existing Service OfferingControlling the access to Request Offerings using Groups and User Roles in SCSM 2016See also
Creating Service Catalog Service Offerings
Getting readyHow to do it...How it works...There's more...Views for different status as of Service OfferingsControlling access to Service Offerings using groups and user rolesSee also
Publishing Service Offerings and Request Offerings
Getting readyHow to do it...How it works...There is more...Publishing Service and Request Offerings without the Change Management processUnpublishing a Service Offering or Request OfferingSee also
Working with Service Requests in the Self-Service Portal
Getting readyHow to do it...How it works...There's more...Additional User Input after the Service Request is submittedSee also
Filling in the Service Request Description with User Input from the Request Offering
Getting readyHow to do it...How it works...There's more...Different date/time format for outputSee also...
Creating Service Request notifications
Getting readyHow to do it...How it works...There's more...Sending different notifications regarding a Service RequestNotification for activities in Service RequestsSee also
6. Deploying and Configuring the HTML5 Self-Service Portal
Introduction
Choosing the right deployment model
Getting readyHow to do it...How it works...
Deploying the HTML5 Self-Service Portal
Getting readyHow to do it...How it works...There's more...
Configuring permissions
Getting readyHow to do it...Setting up the catalog groupSetting up the User RoleHow it works...There's more...
Configuring cache settings
Getting readyHow to do it...Clearing the HTML5 portal cacheModifying the cache settings
Customizing the Self-Service Portal
Getting readyHow to do it...General customizationsTitleLogoService Desk phone numberService Desk e-mailHow it works...There's more...
Customizing the Self-Service Portal further
Getting readyHow to do it...Lower-left side of fly out menuIconsSide bar linksColors look and feelCustom error message
7. Working with Incident and Problem Management
Introduction
Configuring incident and problem lists
Getting readyHow to do it...How it works...There's more...Renaming list itemsImpact and UrgencySee also
Creating an incident template
Getting readyHow 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 readyHow to do it...How it works...There's more...Subscriptions and workflowsSee also
Adding a task to the incident form
Getting readyHow 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 readyHow to do it...How it works...There's more...Available tokens in SCSMSee also
Configuring the Global Operators Group
Getting readyHow to do it...How it works...There's more...See also
Downloading, installing, and configuring the Exchange Connector
Getting readyHow to do it...Part 1 - Installing the Exchange Web Service Managed APIPart 2 - Installing the Exchange ConnectorPart 3 - Configuring the Exchange ConnectorHow it works...There's more...See also
Making the description field in the incident form auto-grow
Getting readyHow to do it...How it works...There's more...See also
Extending the Incident class with a new property
Getting readyHow to do it...How it works...There's more...RelationshipsSee also
Using Advanced Search to find very specific incidents
Getting readyHow 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 readyHow to do it...How it works...There's more...Reporting scheduled and actual date informationSee also
Creating and managing Change Management Review Activities
Getting readyHow to do it...How it works...There's more...Notification of reviewersAdding more activities to a Service Request created on a templateSee also
Creating Manual Activities for Change Management
Getting readyHow to do it...How it works...There's more...Notificating the Activities ImplementerReporting Scheduled and Actual Date informationSee also
Creating and managing Dependent Activities in Change Management
Getting readyHow to do it...How it works...There's more...Linking activities in Change Requests to activities in Release RecordsSee also
Creating and personalizing Change Management Parallel Activities
Getting readyHow to do it...How it works...There's more...How to work with Review, Manual, and Dependent ActivitiesHow to work with Sequential Activities inside Parallel ActivitiesSee also
Creating and personalizing Change Management Sequential Activities
Getting readyHow to do it...How it works...There's more...How to work with Review, Manual, and Dependent ActivitiesHow to work with Parallel Activities in SCSM 2016See also
Creating and personalizing Change Management Activity notifications
Getting readyHow to do it...How it works...There's more...Notifying the Implementer of a Manual ActivityWorking with Notification templatesSee also
Creating and managing Build and Environment Release Records
Getting readyHow to do it...How it works...There's more...Builds are not only software-relatedSee also
Creating and managing Release Record Templates
Getting readyHow to do it...How it works...There's more...Adding more specific information to a Release Record TemplateSee also
Working with Change Requests and Release Records
Getting readyHow to do it...How it works...There's more...Using Environments and BuildsUsing Parent/Child Release RecordsReporting Scheduled and Actual Date informationSee also
Filling in all related Activity Descriptions with Descriptions from parent Change Requests
Getting readyHow 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 readyHow to do it...How it works...There's more...Data Warehouse User RolesSee also
Adding users to the End Users role
Getting readyHow to it...How it works...There's more...Beware of the Authenticated Users
Creating and managing Service Request roles
Getting readyHow to do it...How it works...There's more...Implied permissionsSee also
Creating and managing Incident Management roles
Getting readyHow to do it...How it works...There's more...Support Group alias (Incident Tier Queue)See also
Creating and managing Problem Management roles
Getting readyHow to do it...How it works...See also
Creating and managing Change and Release Management roles
Getting readyHow to do it...How it works...There's more...Using the built-in roles
Creating hybrid roles
Getting readyHow to do it...How it works...There's more...Advance extensions
Configuring the Self-Service Catalog security role
Getting readyHow to do it...How it works...There's more...Dynamic membershipExcluded membersEditing the catalog groupSee also
Listing SCSM security role details with PowerShell
Getting readyHow to do it...How it works...There's more...Piping the script output to a text fileSee also
Getting SCSM security roles of a specific user with PowerShell
Getting readyHow to do it...How it works...There's more...Piping the script output to a text fileSee also
10. Working with the Data Warehouse and Reporting
Introduction
Viewing SCSM reports
Getting readyHow to do it...How it works...There's more...Accessing reports from a browserSee also
Creating favorite and linked reports
Getting readyHow to do it...How it works...See also
Understanding the Service Manager Data Warehouse data mart
Getting readyHow to do it...DimensionsFactsOutriggersHow it works...Creating custom database objects for reportingDatabase permissions required for reporting
Creating reports with Report Builder
Getting readyHow to do it...How it works...There's more...Installing Report Builder 3.0 on your computerWriting SQL queries for your reportsCopying existing reportsSee also
Configuring report permissions
Getting readyHow to do it...How it works...There's more...Security rolesSecurity settings inheritance
Delivering reports automatically using report subscriptions
Getting readyHow to do it...How it works...There's more...Allowing non-Content Managers to define e-mail addresses
Analyzing data with Microsoft Excel
Getting readyHow to do it...How it works...There's more...Using Slicers to filter dataSee also
Using the Analysis Library to publish Excel reports
Getting readyHow to do it...How it works...See also
11. Extending SCSM with Advanced Personalization
Introduction
Using the SCSM Authoring Tool
Getting readyHow to do it...How it works...See also
Sealing management packs
Getting readyCreating the SNK fileHow to do it...There's more...FastSeal.exeSee also
Extending Service Manager classes
Getting readyHow to do it...How it works...There's more...Lists aka enumeration typesSee also
Creating new classes
Getting readyHow to do it...How it works...The generic formThere's more...Inheriting from a different classSystem Center Common ModelSee also
Customizing default forms
Getting readyHow to do it...How it works...There's more...The Extensions tabSee also
Creating your own forms
Getting readyHow to do it...How it works...See also
Using an XML editor to modify management packs
Getting readyHow to do it...There's more...Management pack schemaSee also
Editing the XML of a view to alter the criteria to include AND instead of OR
Getting readyHow to do it...How it works...There's more...See also
12. Automating Service Manager 2016
Introduction
Routing incidents automatically using workflows
Getting readyHow to do it...How it works...See also
Downloading and installing SMLets
Getting readyHow to do it...How it works...There's more...See also
Using SMLets to delete a work item
Getting readyHow to do it...How it works...There's more...See also
Exporting your unsealed management packs using SMLets
Getting readyHow 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 readyHow to do it...How it works...There's more...See also
Autoclosing resolved incidents with SMLets and a custom workflow
Getting readyHow to do it...How it works...See also
Automating your request offerings with Orchestrator
Getting readyHow to do it...Part 1 - Creating the Runbook in OrchestratorPart 2 - Syncing the Orchestrator connectorPart 3 - Creating a Runbook Automation Activity templatePart 4 - Creating a Service Request templatePart 5 - Creating a Request OfferingPart 6 - Creating a Service OfferingPart 7 - Testing and verifyingHow it works...There's more...Make sure that your Runbook is checked inBe careful when editing your Runbook!Service management automation and Azure automationSee also
Creating new work items with SMLets
Getting readyHow 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 changesFeatures removed or deprecated
Preparing for Service Manager 2016
Supported upgrade pathsMinimum hardware recommendationsOperating systems compatibilitySQL Server version compatibilityBrowser supportCustomizations and third party add-onsSelf-Service PortalSilverlight-based Self-Service PortalHTML5-based Self-Service PortalRemote SQL Server Reporting ServicesSQL Server 2014 Analysis Management Objects
Upgrading to Service Manager 2016
Getting readyHow to do it...Upgrading the Data Warehouse Management ServerUpgrading the Service Manager Management Server(s)Upgrading the Service Manager ConsolesAfter Upgrading to Service Manager 2016How it works...
A. Community Extensions and Third-Party Commercial SCSM Solutions
Introduction
Cireson solutions for Microsoft Service Manager
Cireson Self-Service PortalCireson Analyst PortalCireson Dashboard DesignerCireson Asset ManagementCireson Asset ImportCireson Asset BarcodeCireson Asset ExcelCireson Life cycle ManagementService Manager Community Apps from CiresonThe Cireson Community
itnetX
ITSM Portal SuiteProductivity PackAdvanced View EditorBillable TimeChecklist ActivitiesCMDB VisualizerDesktop AlertPower PrintPowerShell ActivityPowerShell TasksPreview FormsSend MailSMA Connector
Provance
Provance IT Asset ManagementProvance Data Management PackProvance Bar Code
Derdack
Enterprise Alert
Gridpro
WebFront for Service ManagerPowerPack for Service ManagerRequest Management for Windows Azure Pack
SCUtils
SCUtils Email Connector 2016SCUtils ConvertTask 2016SCUtils WorkItem Scheduler 2016SCUtils SLAInstanceDuration 2016
Axians
Axians myOperations for System Center Service ManagerThe myOperations Portal for System Center Service ManagerThe myOperations Enterprise Add-OnsTechnology explained - customizing the myOperations PortalTechnology explained - SCSM Extensions and the myOperations PortalmyOperations Enterprise Add-On - Server Patch ManagementDesign 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

Overview

The 'Microsoft System Center 2016 Service Manager Cookbook' is a hands-on guide to mastering IT service management using Microsoft System Center 2016 Service Manager. With over 100 practical recipes, you will learn how to configure, deploy, manage, and troubleshoot this powerful system to elevate your ITSM practices effectively.

What this Book will help me do

Gain expertise in configuring and deploying Microsoft System Center 2016 Service Manager.
Learn to effectively manage incidents, problems, and changes within your organization.
Understand the Service Manager HTML5 Self-Service Portal and how to deploy and configure it.
Master the principles of ITIL for effective IT service management and how to apply them via SCSM.
Enhance automation, security, and reporting capabilities within Service Manager for streamlined operations.

Author(s)

Steve Buchanan, None Beaumont, Anders Asp, Dieter Gasser, and Andreas Baumgarten are experienced IT professionals with a deep understanding of Microsoft System Center and IT service management. They have extensive experience deploying and managing these systems across various organizations and bring their expertise into a practical guide for professionals looking to optimize their IT infrastructure.

Who is it for?

This book is perfect for IT professionals and System Center administrators keen to enhance their skills in configuring and managing Service Manager. If you're upgrading from SCSM 2012 or want to explore new features of SCSM 2016, this resource is ideal. Even if you have general experience with System Center, this book will help you master Service Manager for advanced ITSM solutions.

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.

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Publisher Resources

ISBN: 9781786464897

Cloud Computing

Data Engineering

Data Science

AI & ML

Programming Languages

Software Architecture

IT/Ops

Security

Design

Business

Soft Skills

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

by Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten

Overview

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.

More than 5,000 organizations count on O’Reilly

Julian F.

Addison B.

Amir M.

Mark W.

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Publisher Resources