System Center Service Manager 2010 Unleashed

Contents......Page 6
Foreword......Page 15
Introduction......Page 18
Part I: Service Manager Overview and Concepts......Page 20
1 Service Management Basics......Page 22
Ten Reasons to Use Service Manager......Page 23
The Problem with Today’s Systems......Page 24
Service Management Defined......Page 30
Evolution of the CMDB......Page 31
Strategies for Service Management......Page 32
Overview of Microsoft System Center......Page 47
The Value Proposition of Service Manager 2010......Page 52
Summary......Page 53
2 Service Manager 2010 Overview......Page 54
The History of Service Manager......Page 55
Introducing Service Manager 2010......Page 56
Technology and Terminology......Page 57
Tools and Utilities......Page 64
Overview of SP 1......Page 69
Summary......Page 70
3 MOF, ITIL, and Service Manager......Page 72
Introduction to MOF and ITIL......Page 73
Incident Management......Page 84
Problem Management......Page 89
Change Management......Page 94
Configuration Management......Page 100
Summary......Page 104
4 Looking Inside Service Manager......Page 106
Architectural Overview......Page 107
Management Group Defined......Page 109
Server Components......Page 110
Windows Services......Page 116
Connectors......Page 118
Modeling and Management Pack Schema......Page 119
Workflow......Page 123
Service Manager Console......Page 125
PowerShell......Page 127
Communications......Page 135
Summary......Page 137
Part II: Planning and Installation......Page 138
5 Designing Service Manager......Page 140
Envisioning Service Manager......Page 141
Planning Service Manager......Page 148
Summary......Page 175
Planning for High Availability......Page 176
Service Manager and Virtualization......Page 186
Performance and Capacity Planning......Page 190
SQL Server Complex Planning......Page 197
Summary......Page 201
Planning Your Installation......Page 202
Installation Prerequisites......Page 203
Order of Installation......Page 205
Multiple Service Manager Server Deployments......Page 209
Installing Service Manager from the Command Prompt......Page 239
Removing a Service Manager Installation......Page 240
Troubleshooting Tips......Page 241
Post-Deployment Steps......Page 242
Summary......Page 251
Part III: Service Manager Operations......Page 252
8 Using Service Manager......Page 254
The Service Manager Console......Page 255
Managing Service Manager with the Service Manager Console......Page 258
Using the Self-Service Portal......Page 288
About the Analyst Portal......Page 292
Summary......Page 293
9 Business Services......Page 294
Introducing Service Manager Business Services......Page 295
Using Operations Manager with Business Services......Page 299
Creating a Business Service......Page 304
Non-Operations Manager Components......Page 312
Updating a Business Service......Page 315
Mapping Operations Manager Incidents to a Business Service Automatically......Page 318
Summary......Page 321
Understanding the Incident Process......Page 322
Incident Management in Service Manager......Page 324
Incident Management Process Activities......Page 328
Configuring Incident Management......Page 336
Incident Management Automation......Page 359
Summary......Page 371
11 Problem Management......Page 372
Understanding the Problem Process......Page 373
Problem Management in Service Manager......Page 375
Problem Management Process Activities......Page 378
Configuring Problem Management......Page 388
Summary......Page 396
12 Change Management......Page 398
Understanding the Change Management Process......Page 399
Change Management in Service Manager......Page 401
Change Management Process Activities......Page 405
Configuring Change Management......Page 419
Change Management Automation......Page 428
Summary......Page 441
Understanding Governance, Risk, and the Compliance Process......Page 442
MOF 4.0 and the GRC Process......Page 445
Service Manager 2010 SP 1 and the GRC Process......Page 446
Installing the IT GRC Process MP......Page 449
Configuring the IT GRC Process MP......Page 453
Using the IT GRC Process MP......Page 460
Summary......Page 463
Part IV: Administering Service Manager......Page 466
Notification Overview......Page 468
Notification Setup......Page 469
Workflows with Notification......Page 482
Notification for Review Activities......Page 487
Summary......Page 490
15 Service Manager Security......Page 492
Role-Based Security......Page 493
Data Warehouse and Reporting Security......Page 521
Advanced User Role Scenarios......Page 523
Run As Accounts......Page 525
Security Best Practices......Page 530
Summary......Page 532
Part V: Beyond Service Manager......Page 534
16 Planning Your Customization......Page 536
What You Can Customize......Page 537
Management Packs......Page 540
Data Modeling......Page 542
Presenting Data......Page 549
Workflows......Page 558
Scoping......Page 561
Summarizing Required Knowledge......Page 565
Summary......Page 567
Purpose of Management Packs......Page 568
Sealed and Unsealed MPs......Page 570
Differences Between Management Pack Schema Version 1.0 and 1.1......Page 572
Management Pack Schema......Page 574
MP Deployment......Page 580
Summary......Page 582
Customizing the Console......Page 584
Creating Data Models......Page 597
Creating Workflows......Page 613
Customizing Forms......Page 621
Sealing Using the Service Manager Authoring Tool......Page 628
Summary......Page 629
Custom Data Models......Page 630
Customizing Column Display Names......Page 637
Custom Views......Page 641
Console Tasks Using PowerShell......Page 645
Automating an IT Process......Page 648
Creating Console Forms Using Visual Studio......Page 654
Other Scenarios......Page 658
Summary......Page 659
Reporting......Page 660
Dashboards......Page 671
Business Intelligence......Page 673
Customizing the Data Warehouse and Reporting......Page 678
Summary......Page 680
Part VI: Appendixes......Page 682
A: Reference URLs......Page 684
B: Available Online......Page 696
A......Page 698
B......Page 702
C......Page 704
D......Page 712
E......Page 717
F......Page 719
G......Page 720
I......Page 721
L......Page 726
M......Page 728
N......Page 731
O......Page 732
P......Page 733
R......Page 740
S......Page 744
T......Page 751
U......Page 753
V......Page 754
W......Page 755
X–Z......Page 759