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  • Book Overview & Buying Microsoft System Center 2012 Service Manager Cookbook
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Microsoft System Center 2012 Service Manager Cookbook

Microsoft System Center 2012 Service Manager Cookbook

4.3 (18)
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Microsoft System Center 2012 Service Manager Cookbook

Microsoft System Center 2012 Service Manager Cookbook

4.3 (18)
Buy this Book

Overview of this book

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.
Table of Contents (20 chapters)
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Microsoft System Center 2012 Service Manager Cookbook
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Microsoft System Center 2012 Service Manager Cookbook
Credits
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Credits
About the Authors
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About the Authors
About the Reviewers
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About the Reviewers
www.PacktPub.com
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www.PacktPub.com
Preface
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Preface
Lock Free Chapter
1
ITSM Frameworks and Processes
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ITSM Frameworks and Processes
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Introduction
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Understanding ITSM frameworks
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ITIL© processes
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Creating an Asset Management process
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Creating a Configuration Management System (CMS) process
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Creating a Service Request Fulfillment process
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Creating an Incident and Problem Management process
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Creating a Change and Release Management process
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Creating an IT Service Desk process
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Service Level Management process
2
Personalizing SCSM 2012 Administration
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Personalizing SCSM 2012 Administration
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Introduction
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Configuring how long to keep your SCSM data
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Configuring the Incident Management global settings
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Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
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Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident
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Configuring Priority and Urgency for your SLA targets
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Configuring global e-mail notification infrastructure settings
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Creating Management Packs in the Authoring tool to save your SCSM personalization
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Creating formatted e-mail notification templates
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Creating a basic queue
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Configuring Service Level Agreements (SLAs)
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Configuring Service Level Agreements (SLAs)
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Introduction
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Creating Priority Queues
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Configuring business hours and non-working days
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Creating SLA metrics
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Creating Service Level Objectives
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Creating Incident Management SLAs
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Creating Service Request SLAs
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Viewing SLA warning and breaches
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Creating notifications for SLA warning and breaches
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Creating repeated notifications before SLA breaches with escalation
4
Building the Configuration Management Database (CMDB)
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Building the Configuration Management Database (CMDB)
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Introduction
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Adding configuration items manually
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Importing active directory configuration items
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Importing Configuration Manager configuration items
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Importing Operations Manager configuration items
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Importing Virtual Machine Manager configuration items
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Importing Orchestrator runbooks
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Using a CSV file to import items into the CMDB
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Creating a business service
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Personalizing and organizing configuration item views
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Creating a configuration item group
5
Deploying Service Request Fulfillment
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Deploying Service Request Fulfillment
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Introduction
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Creating Support Groups for Service Requests
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Creating Service Request templates
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Creating Service Request activities
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Creating Service Offering categories
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Creating Service Catalog Request offerings
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Creating Service Catalog Service offerings
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Publishing Service offerings and Request offerings
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Working with Service Requests in the portal
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Creating Service Request notifications
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Working with Incident and Problem Management
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Working with Incident and Problem Management
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Introduction
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Configuring Incident and Problem lists
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Creating an Incident template
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Adding a task to the Incident form
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Creating a workflow to notify the affected user upon the creation of an Incident
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Creating a view to display the Problem Records created in the last 30 days
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Configuring the Global Operators Group
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Downloading, installing, and configuring the Exchange Connector
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Making the description field in the Incident form to auto grow
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Extending the Incident class with a new property
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Designing Change and Release Management
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Designing Change and Release Management
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Introduction
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Creating and configuring Change Request Templates
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Creating and managing Change Management Review Activities
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Creating Manual Activities for Change Management
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Creating and managing Dependent Activities in Change Management
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Creating and personalizing Change Management Parallel Activities
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Creating and personalizing Change Management Sequential Activities
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Creating and personalizing Change Management Activity notifications
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Creating and managing Build and Environment Release Records
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Creating and managing Release Record Templates
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Working with Change Requests and Release Records
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Implementing Security Roles
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Implementing Security Roles
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Introduction
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Viewing basic settings for Security roles
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Adding users to the End User role
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Creating and managing Service Request roles
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Creating and managing Incident Management roles
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Creating and managing Problem Management roles
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Reporting
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Reporting
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Introduction
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Viewing SCSM reports
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Creating Favorite and Linked Reports
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Creating reports with Report Builder
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Configuring report permissions
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Delivering reports automatically using report subscriptions
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Analyzing data with Microsoft Excel
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Using the Analysis Library to publish Excel reports
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Using SharePoint for advanced dashboards
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Extending SCSM with Advanced Personalization
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Extending SCSM with Advanced Personalization
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Introduction
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Using the SCSM Authoring Tool
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Extending Service Manager classes
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Sealing management packs
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Creating new classes
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Customizing default forms
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Creating your own forms
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Using an XML editor to modify management packs
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Automating Service Manager 2012
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Automating Service Manager 2012
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Introduction
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Routing Incidents automatically using workflows
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Downloading and installing SMLets
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Using SMLets to delete a Work Item
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Export your unsealed Management Packs using the Service Manager cmdlets
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Creating a custom workflow in the Authoring Tool - export your unsealed Management Packs
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Autoclose resolved Incidents with SMLets and a custom workflow
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Automating your Request Offerings with Orchestrator
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Community Extensions and Third-party Commercial SCSM Solutions
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Community Extensions and Third-party Commercial SCSM Solutions
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Introduction
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Provance® - IT Asset Management, Data Management, and Bar Code for Microsoft® System Center
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Derdack Enterprise Alert®
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Seven-Winds Call Script Manager
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WebFront for Service Manager 2012
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Useful Websites and Community Resources
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Useful Websites and Community Resources
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Introduction
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Useful community blogs
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Frameworks and processes
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Valuable community forums and user groups
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Websites for SCSM solutions and extensions
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Online Wikis
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Social network resources
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Index
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Index

Creating a Service Request Fulfillment process

This recipe provides guidance on creating an organization Service Request Fulfillment process.

Getting ready

Service Request Fulfillment is typically a process put in place to support a proactive approach to providing services to customers.

How to do it...

An example of the steps for creating a Service Request Fulfillment process is as follows:

  1. Agree and document the organization Service Request Fulfillment policy.

  2. Document the operational process to support the Service Request Fulfillment policy.

  3. Create and assign people roles to manage the process.

  4. Create a service catalog of the organization services available to the end customers.

  5. Sort the services by categories. An example of two category types are:

    • Approval required services

    • Non approval required services (standard services)

  6. Agree and establish the organization supported channels for requesting services. Examples of channels include the following:

    • Phone calls into the service desk

    • E-mail

    • Self-service Web Portal

  7. Publish the list of services and provide guidance on how to order services, including approval processes and costs.

  8. Provide training and guidance to the support teams responsible for service request fulfillment.

  9. Plan to review the process and improve the service based on customer feedback and technological advances.

    An example of a Service Request Fulfillment process structure is shown in the following figure:

How it works...

A Service Request Fulfillment process aims to address the proactive goals of ITSM. Some of the common objectives when establishing this process are to:

  • Provide predictable services at a known cost.

  • Engage customers by using predictable published channels of service delivery.

  • Improve the change management processes. A repeatable change request with a low risk known outcome may qualify for a published service request with a simpler approval process.

  • Provide visibility and proactive management of services in the service catalog.

Service requests are typically requests for services that do not require change management, but may or may not require approval. As an example, we can have a process for requesting access to a special printer or a request for premium software.

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