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Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Book Description

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.

Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at http://www.PacktPub.com. If you purchased this book elsewhere, you can visit http://www.PacktPub.com/support and register to have the code file.

Table of Contents

  1. Microsoft System Center 2016 Service Manager Cookbook - Second Edition
    1. Microsoft System Center 2016 Service Manager Cookbook - Second Edition
    2. Credits
    3. Foreword
    4. About the Authors
    5. About the Reviewers
    6. www.PacktPub.com
      1. Why subscribe?
    7. Customer Feedback
    8. Preface
      1. What this book covers
      2. What you need for this book
      3. Who this book is for
      4. Sections
        1. Getting ready
        2. How to do it…
        3. How it works…
        4. There's more…
        5. See also
      5. Conventions
      6. Reader feedback
      7. Customer support
        1. Downloading the example code
        2. Downloading the color images of this book 
        3. Errata
        4. Piracy
        5. Questions
    9. 1. ITSM and ITIL Frameworks and Processes
      1. Introduction
      2. Understanding ITSM frameworks
        1. Getting ready
        2. How to do it...
        3. How it works...
      3. ITIL© processes
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      4. Creating an Asset Management process
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      5. Creating a Configuration Management System (CMS) process
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      6. Creating a Service Request Fulfilment process
        1. Getting ready
        2. How to do it...
        3. How it works...
      7. Creating an Incident and Problem Management process
        1. Getting ready
        2. How to do it...
          1. Incident Management
          2. Problem Management
        3. How it works...
      8. Creating a Change and Release Management process
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
      9. Creating an IT Service Desk
        1. Getting ready
        2. How to do it...
        3. How it works...
      10. The Service Level Management process
        1. Getting ready
        2. How to do it...
        3. How it works...
      11. Dependencies and relationships between ITSM processes
        1. Getting ready
        2. How to do it...
        3. How it works...
    10. 2. Personalizing SCSM 2016 Administration
      1. Introduction
      2. Configuring how long to keep your SCSM data
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Configuration Items data grooming using the console
        5. See also
      3. Configuring the Incident Management global settings
        1. Getting ready
        2. How to do it...
        3. How it works...
      4. Configuring the Problem Management global settings
        1. Getting ready
        2. How to do it...
        3. How it works...
      5. Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
        1. Getting ready
        2. How to do it...
        3. How it works...
          1. Working with prefix settings
          2. File attachment settings
      6. Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
        1. Getting ready
        2. How to do it...
        3. How it works...
          1. Auto resolution of child incidents
          2. Auto reactivation of child incidents
          3. Status of child incidents when linked with a parent
      7. Configuring the priority and urgency for your SLA targets
        1. Getting ready
        2. How it works...
        3. See also
      8. Creating Management Packs to save your SCSM personalization
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      9. Creating a configuration item group
        1. How to do it...
        2. How it works...
        3. There's more...
          1. Creating other groups containing other CI types
      10. Creating a basic queue
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      11. Creating SCSM console tasks
        1. Getting ready
        2. How to do it...
        3. How it works...
      12. Configuring global e-mail notification infrastructure settings
        1. Getting ready
        2. How to do it...
        3. How it works...
      13. Creating formatted e-mail notification templates
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
    11. 3. Configuring Service Level Agreements (SLAs)
      1. Introduction
      2. Creating priority queues
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Service Request queues
          2. Further queue types
        5. See also
      3. Configuring business hours and non-working days
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Adding holidays in bulk
      4. Creating SLA metrics
        1. How to do it...
        2. How it works...
      5. Creating SLOs
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      6. Creating Incident Management SLAs
        1. Getting ready
        2. How to do it...
          1. Resolution Time SLA
          2. First Response Time SLA
        3. How it works...
      7. Creating Service Request SLAs
        1. Getting ready
        2. How to do it...
          1. Implementation Time SLA
        3. How it works...
      8. Viewing SLA warnings and breaches
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. RAG status in console
      9. Setting up SLA notifications for warnings and breaches
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Notification for breaches
      10. Creating repeated notifications before SLA breaches with escalation
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Notification timings depending on priority
          2. Notification for breaches
    12. 4. Building the Configuration Management Database (CMDB)
      1. Introduction
      2. Adding configuration items manually
        1. How to do it...
        2. How it works...
        3. There's more...
      3. Importing Active Directory configuration items
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Mapping Active Directory domain attributes to Service Manager properties
          2. Changing the Active Directory connector schedule via PowerShell
      4. Importing Configuration Manager configuration items
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Mapping Configuration Manager attributes to Service Manager properties
      5. Importing Operations Manager configuration items
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Adding new Operations Manager CIs
      6. Importing Virtual Machine Manager configuration items
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Need to use an account that isn't a local administrator?
          2. Setting up a Virtual Machine Manager and Operations Manager integration
      7. Importing Orchestrator runbooks
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Where are my runbooks?
      8. Using a CSV file to import items into the CMDB
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Using PowerShell to find the properties
          2. Is CSV import just for configuration items?
          3. Complex CI importing
        5. See also
      9. Creating a Business Service
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Raising related incidents
      10. Personalizing and organizing configuration item views
        1. How to do it...
        2. How it works...
    13. 5. Deploying Service Request Fulfilment
      1. Introduction
      2. Creating Support Groups for Service Requests
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Creating sub (child) list items
          2. Using Support Groups for filtering in reports
          3. Working with management packs
          4. Service Request Groups and Service Level Agreements
        5. See also
      3. Creating Service Request templates
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Configuring Service Request activities in a template
          2. Configuring required fields of a Service Request
        5. See also
      4. Creating Service Request activities
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. How to configure the other activity types
          2. Adding more activities to a Service Request created with a template
        5. See also
      5. Creating Service Offering categories
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Using Service Offering categories in reports (filtering)
        5. See also
      6. Creating Service Catalog Request Offerings
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Copying Request Offerings
          2. Views for different status as of Request Offerings
          3. Standalone Request Offerings
          4. Adding a Request Offering to an existing Service Offering
          5. Controlling the access to Request Offerings using Groups and User Roles in SCSM 2016
        5. See also
      7. Creating Service Catalog Service Offerings
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Views for different status as of Service Offerings
          2. Controlling access to Service Offerings using groups and user roles
        5. See also
      8. Publishing Service Offerings and Request Offerings
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There is more...
          1. Publishing Service and Request Offerings without the Change Management process
          2. Unpublishing a Service Offering or Request Offering
        5. See also
      9. Working with Service Requests in the Self-Service Portal
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Additional User Input after the Service Request is submitted
        5. See also
      10. Filling in the Service Request Description with User Input from the Request Offering
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Different date/time format for output
        5. See also...
      11. Creating Service Request notifications
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Sending different notifications regarding a Service Request
          2. Notification for activities in Service Requests
        5. See also
    14. 6. Deploying and Configuring the HTML5 Self-Service Portal
      1. Introduction
      2. Choosing the right deployment model
        1. Getting ready
        2. How to do it...
        3. How it works...
      3. Deploying the HTML5 Self-Service Portal
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
      4. Configuring permissions
        1. Getting ready
        2. How to do it...
          1. Setting up the catalog group
          2. Setting up the User Role
        3. How it works...
        4. There's more...
      5. Configuring cache settings
        1. Getting ready
        2. How to do it...
          1. Clearing the HTML5 portal cache
          2. Modifying the cache settings
      6. Customizing the Self-Service Portal
        1. Getting ready
        2. How to do it...
          1. General customizations
            1. Title
            2. Logo
            3. Service Desk phone number
            4. Service Desk e-mail
        3. How it works...
        4. There's more...
      7. Customizing the Self-Service Portal further
        1. Getting ready
        2. How to do it...
          1. Lower-left side of fly out menu
          2. Icons
          3. Side bar links
          4. Colors look and feel
            1. Custom error message
    15. 7. Working with Incident and Problem Management
      1. Introduction
      2. Configuring incident and problem lists
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Renaming list items
          2. Impact and Urgency
        5. See also
      3. Creating an incident template
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      4. Creating a subscription to notify the affected user upon the creation of an incident
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Subscriptions and workflows
        5. See also
      5. Adding a task to the incident form
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      6. Creating a view to display the problem records created in the last 30 days
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Available tokens in SCSM
        5. See also
      7. Configuring the Global Operators Group
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      8. Downloading, installing, and configuring the Exchange Connector
        1. Getting ready
        2. How to do it...
          1. Part 1 - Installing the Exchange Web Service Managed API
          2. Part 2 - Installing the Exchange Connector
          3. Part 3 - Configuring the Exchange Connector
        3. How it works...
        4. There's more...
        5. See also
      9. Making the description field in the incident form auto-grow
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      10. Extending the Incident class with a new property
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Relationships
        5. See also
      11. Using Advanced Search to find very specific incidents
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
    16. 8. Designing and Configuring Change Management and Release Management
      1. Introduction
      2. Creating and configuring Change Request Templates
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Reporting scheduled and actual date information
        5. See also
      3. Creating and managing Change Management Review Activities
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Notification of reviewers
          2. Adding more activities to a Service Request created on a template
        5. See also
      4. Creating Manual Activities for Change Management
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Notificating the Activities Implementer
          2. Reporting Scheduled and Actual Date information
        5. See also
      5. Creating and managing Dependent Activities in Change Management
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Linking activities in Change Requests to activities in Release Records
        5. See also
      6. Creating and personalizing Change Management Parallel Activities
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. How to work with Review, Manual, and Dependent Activities
          2. How to work with Sequential Activities inside Parallel Activities
        5. See also
      7. Creating and personalizing Change Management Sequential Activities
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. How to work with Review, Manual, and Dependent Activities
          2. How to work with Parallel Activities in SCSM 2016
        5. See also
      8. Creating and personalizing Change Management Activity notifications
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Notifying the Implementer of a Manual Activity
          2. Working with Notification templates
        5. See also
      9. Creating and managing Build and Environment Release Records
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Builds are not only software-related
        5. See also
      10. Creating and managing Release Record Templates
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Adding more specific information to a Release Record Template
        5. See also
      11. Working with Change Requests and Release Records
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Using Environments and Builds
          2. Using Parent/Child Release Records
          3. Reporting Scheduled and Actual Date information
        5. See also
      12. Filling in all related Activity Descriptions with Descriptions from parent Change Requests
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Setting the Description for all activities related to a Service Request
    17. 9. Implementing Security Roles
      1. Introduction
      2. Viewing basic settings for Security roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Data Warehouse User Roles
        5. See also
      3. Adding users to the End Users role
        1. Getting ready
        2. How to it...
        3. How it works...
        4. There's more...
          1. Beware of the Authenticated Users
      4. Creating and managing Service Request roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Implied permissions
        5. See also
      5. Creating and managing Incident Management roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Support Group alias (Incident Tier Queue)
        5. See also
      6. Creating and managing Problem Management roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      7. Creating and managing Change and Release Management roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Using the built-in roles
      8. Creating hybrid roles
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Advance extensions
      9. Configuring the Self-Service Catalog security role
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Dynamic membership
          2. Excluded members
          3. Editing the catalog group
        5. See also
      10. Listing SCSM security role details with PowerShell
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Piping the script output to a text file
        5. See also
      11. Getting SCSM security roles of a specific user with PowerShell
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Piping the script output to a text file
        5. See also
    18. 10. Working with the Data Warehouse and Reporting
      1. Introduction
      2. Viewing SCSM reports
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Accessing reports from a browser
        5. See also
      3. Creating favorite and linked reports
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      4. Understanding the Service Manager Data Warehouse data mart
        1. Getting ready
        2. How to do it...
          1. Dimensions
          2. Facts
          3. Outriggers
        3. How it works...
          1. Creating custom database objects for reporting
          2. Database permissions required for reporting
      5. Creating reports with Report Builder
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Installing Report Builder 3.0 on your computer
          2. Writing SQL queries for your reports
          3. Copying existing reports
        5. See also
      6. Configuring report permissions
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Security roles
          2. Security settings inheritance
      7. Delivering reports automatically using report subscriptions
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Allowing non-Content Managers to define e-mail addresses
      8. Analyzing data with Microsoft Excel
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Using Slicers to filter data
        5. See also
      9. Using the Analysis Library to publish Excel reports
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
    19. 11. Extending SCSM with Advanced Personalization
      1. Introduction
      2. Using the SCSM Authoring Tool
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      3. Sealing management packs
        1. Getting ready
          1. Creating the SNK file
        2. How to do it...
        3. There's more...
          1. FastSeal.exe
        4. See also
      4. Extending Service Manager classes
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. Lists aka enumeration types
        5. See also
      5. Creating new classes
        1. Getting ready
        2. How to do it...
        3. How it works...
          1. The generic form
        4. There's more...
          1. Inheriting from a different class
          2. System Center Common Model
        5. See also
      6. Customizing default forms
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
          1. The Extensions tab
        5. See also
      7. Creating your own forms
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      8. Using an XML editor to modify management packs
        1. Getting ready
        2. How to do it...
        3. There's more...
          1. Management pack schema
        4. See also
      9. Editing the XML of a view to alter the criteria to include AND instead of OR
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
    20. 12. Automating Service Manager 2016
      1. Introduction
      2. Routing incidents automatically using workflows
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      3. Downloading and installing SMLets
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      4. Using SMLets to delete a work item
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      5. Exporting your unsealed management packs using SMLets
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      6. Creating a custom workflow in the Authoring Tool - exporting your unsealed management packs
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
      7. Autoclosing resolved incidents with SMLets and a custom workflow
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. See also
      8. Automating your request offerings with Orchestrator
        1. Getting ready
        2. How to do it...
          1. Part 1 - Creating the Runbook in Orchestrator
          2. Part 2 - Syncing the Orchestrator connector
          3. Part 3 - Creating a Runbook Automation Activity template
          4. Part 4 - Creating a Service Request template
          5. Part 5 - Creating a Request Offering
          6. Part 6 - Creating a Service Offering
          7. Part 7 - Testing and verifying
        3. How it works...
        4. There's more...
          1. Make sure that your Runbook is checked in
          2. Be careful when editing your Runbook!
          3. Service management automation and Azure automation
        5. See also
      9. Creating new work items with SMLets
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
        5. See also
    21. 13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2
      1. Introduction
      2. What's new in Service Manager 2016?
        1. Important changes
        2. Features removed or deprecated
      3. Preparing for Service Manager 2016
        1. Supported upgrade paths
        2. Minimum hardware recommendations
        3. Operating systems compatibility
        4. SQL Server version compatibility
        5. Browser support
        6. Customizations and third party add-ons
        7. Self-Service Portal
          1. Silverlight-based Self-Service Portal
          2. HTML5-based Self-Service Portal
        8. Remote SQL Server Reporting Services
        9. SQL Server 2014 Analysis Management Objects
      4. Upgrading to Service Manager 2016
        1. Getting ready
        2. How to do it...
          1. Upgrading the Data Warehouse Management Server
          2. Upgrading the Service Manager Management Server(s)
          3. Upgrading the Service Manager Consoles
          4. After Upgrading to Service Manager 2016
        3. How it works...
    22. A. Community Extensions and Third-Party Commercial SCSM Solutions
      1. Introduction
      2. Cireson solutions for Microsoft Service Manager
        1. Cireson Self-Service Portal
        2. Cireson Analyst Portal
        3. Cireson Dashboard Designer
        4. Cireson Asset Management
        5. Cireson Asset Import
        6. Cireson Asset Barcode
        7. Cireson Asset Excel
        8. Cireson Life cycle Management
        9. Service Manager Community Apps from Cireson
        10. The Cireson Community
      3. itnetX
        1. ITSM Portal Suite
        2. Productivity Pack
          1. Advanced View Editor
          2. Billable Time
          3. Checklist Activities
          4. CMDB Visualizer
          5. Desktop Alert
          6. Power Print
          7. PowerShell Activity
          8. PowerShell Tasks
          9. Preview Forms
          10. Send Mail
          11. SMA Connector
      4. Provance
        1. Provance IT Asset Management
        2. Provance Data Management Pack
        3. Provance Bar Code
      5. Derdack
        1. Enterprise Alert
      6. Gridpro
        1. WebFront for Service Manager
        2. PowerPack for Service Manager
        3. Request Management for Windows Azure Pack
      7. SCUtils
        1. SCUtils Email Connector 2016
        2. SCUtils ConvertTask 2016
        3. SCUtils WorkItem Scheduler 2016
        4. SCUtils SLAInstanceDuration 2016
      8. Axians
        1. Axians myOperations for System Center Service Manager
        2. The myOperations Portal for System Center Service Manager
        3. The myOperations Enterprise Add-Ons
          1. Technology explained - customizing the myOperations Portal
          2. Technology explained - SCSM Extensions and the myOperations Portal
        4. myOperations Enterprise Add-On -  Server Patch Management
          1. Design principles in the myOperations Portal solution
    23. B. Useful Websites and Community Resources
      1. Introduction
      2. Useful community blogs
      3. Frameworks and processes
      4. Valuable community forums and user groups
      5. Websites for SCSM solutions and extensions
      6. Online wikis
      7. Social network resources