Book description
Configuring and administering Microsoft System Center Service Manager is made much more accessible with this practical cookbook. Used as a reference book or complete tutorial, either way you’ll find it indispensable.
- Practical cookbook with recipes that will help you get the most out of Microsoft System Center Service Manager 2012
- Learn the various methods and best practices administrating and using Microsoft System Center Service Manager 2012
- Save money and time on your projects by learning how to correctly solve specific problems and scenarios that arise while using System Center Service Manager
In Detail
Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.
"Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further.
In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center Service Manager 2012 Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of contents
-
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
- Preface
-
1. ITSM Frameworks and Processes
- Introduction
- Understanding ITSM frameworks
- ITIL© processes
- Creating an Asset Management process
- Creating a Configuration Management System (CMS) process
- Creating a Service Request Fulfillment process
- Creating an Incident and Problem Management process
- Creating a Change and Release Management process
- Creating an IT Service Desk process
- Service Level Management process
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2. Personalizing SCSM 2012 Administration
- Introduction
- Configuring how long to keep your SCSM data
- Configuring the Incident Management global settings
- Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
- Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident
- Configuring Priority and Urgency for your SLA targets
- Configuring global e-mail notification infrastructure settings
- Creating Management Packs in the Authoring tool to save your SCSM personalization
- Creating formatted e-mail notification templates
- Creating a basic queue
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3. Configuring Service Level Agreements (SLAs)
- Introduction
- Creating Priority Queues
- Configuring business hours and non-working days
- Creating SLA metrics
- Creating Service Level Objectives
- Creating Incident Management SLAs
- Creating Service Request SLAs
- Viewing SLA warning and breaches
- Creating notifications for SLA warning and breaches
- Creating repeated notifications before SLA breaches with escalation
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4. Building the Configuration Management Database (CMDB)
- Introduction
- Adding configuration items manually
- Importing active directory configuration items
- Importing Configuration Manager configuration items
- Importing Operations Manager configuration items
- Importing Virtual Machine Manager configuration items
- Importing Orchestrator runbooks
- Using a CSV file to import items into the CMDB
- Creating a business service
- Personalizing and organizing configuration item views
- Creating a configuration item group
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5. Deploying Service Request Fulfillment
- Introduction
- Creating Support Groups for Service Requests
- Creating Service Request templates
- Creating Service Request activities
- Creating Service Offering categories
- Creating Service Catalog Request offerings
- Creating Service Catalog Service offerings
- Publishing Service offerings and Request offerings
- Working with Service Requests in the portal
- Creating Service Request notifications
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6. Working with Incident and Problem Management
- Introduction
- Configuring Incident and Problem lists
- Creating an Incident template
- Adding a task to the Incident form
- Creating a workflow to notify the affected user upon the creation of an Incident
- Creating a view to display the Problem Records created in the last 30 days
- Configuring the Global Operators Group
- Downloading, installing, and configuring the Exchange Connector
- Making the description field in the Incident form to auto grow
- Extending the Incident class with a new property
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7. Designing Change and Release Management
- Introduction
- Creating and configuring Change Request Templates
- Creating and managing Change Management Review Activities
- Creating Manual Activities for Change Management
- Creating and managing Dependent Activities in Change Management
- Creating and personalizing Change Management Parallel Activities
- Creating and personalizing Change Management Sequential Activities
- Creating and personalizing Change Management Activity notifications
- Creating and managing Build and Environment Release Records
- Creating and managing Release Record Templates
- Working with Change Requests and Release Records
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8. Implementing Security Roles
- Introduction
- Viewing basic settings for Security roles
- Adding users to the End User role
- Creating and managing Service Request roles
- Creating and managing Incident Management roles
- Creating and managing Problem Management roles
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9. Reporting
- Introduction
- Viewing SCSM reports
- Creating Favorite and Linked Reports
- Creating reports with Report Builder
- Configuring report permissions
- Delivering reports automatically using report subscriptions
- Analyzing data with Microsoft Excel
- Using the Analysis Library to publish Excel reports
- Using SharePoint for advanced dashboards
- 10. Extending SCSM with Advanced Personalization
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11. Automating Service Manager 2012
- Introduction
- Routing Incidents automatically using workflows
- Downloading and installing SMLets
- Using SMLets to delete a Work Item
- Export your unsealed Management Packs using the Service Manager cmdlets
- Creating a custom workflow in the Authoring Tool – export your unsealed Management Packs
- Autoclose resolved Incidents with SMLets and a custom workflow
- Automating your Request Offerings with Orchestrator
- A. Community Extensions and Third-party Commercial SCSM Solutions
- B. Useful Websites and Community Resources
- Index
Product information
- Title: Microsoft System Center 2012 Service Manager Cookbook
- Author(s):
- Release date: October 2012
- Publisher(s): Packt Publishing
- ISBN: 9781849686945
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