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Microsoft System Center 2012 Service Manager Cookbook

Cookbook
Samuel Erskine, Steve Beaumont, Anders Asp (MVP), Dieter Gasser, Andreas Baumgarten

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.
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Book Details

ISBN 139781849686945
Paperback474 pages

About This Book

  • 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

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.

Table of Contents

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
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

What You Will Learn

  • 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.

Authors

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