Microsoft System Center 2012 Service Manager Cookbook


Microsoft System Center  2012 Service Manager Cookbook
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Overview
Table of Contents
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  • Practical cookbook with recipes that will help you get the most out of Microsoft System Center 2012 Service Manager
  • Learn the various methods and best practices administrating and using Microsoft System Center 2012 Service Manager
  • 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

Book Details

Language : English
Paperback : 474 pages [ 235mm x 191mm ]
Release Date : October 2012
ISBN : 1849686947
ISBN 13 : 9781849686945
Author(s) : Ronnie Isherwood, Steve Beaumont, Anders Asp (MVP), Dieter Gasser, Andreas Baumgarten (MVP)
Topics and Technologies : All Books, Virtualization and Cloud, Cookbooks, Enterprise, Microsoft

Table of Contents

Preface
Chapter 1: ITSM Frameworks and Processes
Chapter 2: Personalizing SCSM 2012 Administration
Chapter 3: Configuring Service Level Agreements (SLAs)
Chapter 4: Building the Configuration Management Database (CMDB)
Chapter 5: Deploying Service Request Fulfillment
Chapter 6: Working with Incident and Problem Management
Chapter 7: Designing Change and Release Management
Chapter 8: Implementing Security Roles
Chapter 9: Reporting
Chapter 10: Extending SCSM with Advanced Personalization
Chapter 11: Automating Service Manager 2012
Appendix A: Community Extensions and Third-party Commercial SCSM Solutions
Appendix B: Useful Websites and Community Resources
Index
  • 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 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

                            Ronnie Isherwood

                            Ronnie Isherwood, MCITP, MBCS is a technology entrepreneur who has worked in the IT industry for more than 20 years including 15 years’ experience in delivering infrastructure, systems management and virtualization technologies to Government, financial and legal companies. He has worked with Microsoft learning as subject matter expert and technical reviewer contributing to several MCSE courses on System Center, Windows server and cloud. In addition to running an infrastructure and development company (http://www.je3.com), he provides System Center consultancy and training. Ronnie is committed to the IT community and is founder of a Microsoft Windows user group and Chairman of the Charted Institute for IT in Jersey.

                            Steve Beaumont

                            Steven Beaumont has been working in the IT field since 1998 and is a known authority on everything related to System Center. His career started with low-end system building and support, graduating to manage a crack team of enterprise class support specialists; with the release of Service Manager 2010, he ventured into customization and released some solutions to the community via the TechNet Gallery, helping to show how to extend the usage of the product. Steve provides consultancy and designs specifically for System Center 2012 and Private Cloud solutions. He is the co-author of Microsoft System Center Service Manager 2012 Cookbook, which includes a host of tips and techniques to administer System Center, providing best practice advice and 'recipes' to get the most from Service Manager. He also runs his own blog (http://systemscentre.blogspot.com), which covers the full range of System Center components and areas related to desktop design, deployment, and optimization.

                            Anders Asp (MVP)

                            Anders Asp (MVP) started his IT career working with storage and backup solutions, but discovered Service Manager back in 2009 and has been working full time with the product ever since. He is currently working at a Swedish company named Lumagate as a Service Manager Specialist and Product Manager. He also teaches the official Service Manager course at the two largest training centers in Sweden and has presented at several large events. He is very active on the official Service Manager forums at TechNet and regularly blogs about the product on his own blog at www.scsm.se. In April 2012, he was awarded with the Microsoft Most Valuable Professional (MVP) title in the "System Center Cloud and Datacenter Management" area.

                            Dieter Gasser

                            Dieter Gasser is an IT Consultant and co-founder of the company Syliance IT Services, headquartered in Switzerland, and specializes in Service Manager delivery and customization. He has been working in IT for more than 13 years and has had a strong focus on Microsoft technologies. He started his career as an application and database developer, and was later appointed IT Manager for an international manufacturing company. In 2010 he entered the systems management and automation market. With his technical and managerial background, he has been focusing on Service Manager ever since. Together with his colleagues, he delivers datacenter management and automation solutions based on Microsoft System Center to customers all over Switzerland.

                            Andreas Baumgarten (MVP)

                            Andreas Baumgarten (MVP), IT Architect with the German IT service provider H&D International Group, has worked as an IT pro for more than 20 years. He has always been interested in Microsoft technologies and he can also look back on 14 years of experience as a Microsoft Certified Trainer. Since 2008, he has been responsible for the field of System Center technology consulting and ever since he has taken part in SCSM 2010, 2012, 2012 SP1 and 2012 R2 and System Center Orchestrator 2012 Technology Adoption Program with H&D. With his deep inside technology know-how and his broad experience across the System Center product family and IT management, he now designs and develops private cloud solutions for customers. In October 2012, he was awarded the Microsoft Most Valuable Professional (MVP) title for System Center Cloud and Datacenter Management.
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                            What you will learn from this book

                            • The practical implementation of the ITSM Framework and Processes
                            • How to Personalize SCSM 2012 Administration
                            • Configuration of Service Level Agreements
                            • How to build the Configuration Management Database
                            • Change and Release Management Design
                            • Advanced Personalization of SCSM
                            • Automation of Service Manager 2012
                            • Implementation of Security Roles

                            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 2012 Service Manager 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.

                            Approach

                            This book is written in practical cookbook style with plenty of vivid, practical recipes to help you master Microsoft System Center 2012 Service Manager. Each chapter contains step-by-step instructions about everything necessary to execute a particular task. The book is designed so that you can read it from start to end for beginners; or just open up any chapter and start following the recipes as a reference for advanced users.

                            Who this book is for

                            This book will be useful to IT professionals including System Center Service Manager administrators who want to configure and administer System Center Service Manager 2012 and understand how to solve specific problems and scenarios that arise while using System Center Service Manager. It will also be useful to users of 2010 in learning new features and capabilities.

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