Microsoft System Center 2012 Service Manager Cookbook

Table of Contents

• Preface

• Chapter 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

• Chapter 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

• Chapter 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

• Chapter 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

• Chapter 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

• Chapter 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

• Chapter 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

• Chapter 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
• Creating and managing Change and Release Management roles
• Creating hybrid roles
• Configuring the self-service catalog security role
• Listing SCSM security role details with PowerShell

• Chapter 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

• Chapter 10: Extending SCSM with Advanced Personalization
• Introduction
• Using the SCSM Authoring Tool
• Extending Service Manager classes
• Sealing management packs
• Creating new classes
• Customizing default forms
• Creating your own forms
• Using an XML editor to modify management packs

• Chapter 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

• Appendix A: Community Extensions and Third-party Commercial SCSM Solutions
• Introduction
• Provance® – IT Asset Management, Data Management, and Bar Code for Microsoft® System Center
• Derdack Enterprise Alert®
• Seven-Winds Call Script Manager
• WebFront for Service Manager 2012

• Appendix 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

• Index