Book Image

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

By : Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten
Book Image

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

By: Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten

Overview of this book

Keep your organization up to speed with the Microsoft System Center 2016 Service Manager Cookbook. Over 100 practical recipes for SCSM 2016 give you all the tools to master IT service management.

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Table of Contents (23 chapters)
Microsoft System Center 2016 Service Manager Cookbook - Second Edition
Microsoft System Center 2016 Service Manager Cookbook - Second Edition
Credits
Credits
Foreword
Foreword
About the Authors
About the Authors
About the Reviewers
About the Reviewers
www.PacktPub.com
www.PacktPub.com
Customer Feedback
Customer Feedback
Preface
Preface
Free Chapter
1
ITSM and ITIL Frameworks and Processes
ITSM and ITIL 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 Fulfilment process
Creating an Incident and Problem Management process
Creating a Change and Release Management process
Creating an IT Service Desk
The Service Level Management process
Dependencies and relationships between ITSM processes
2
Personalizing SCSM 2016 Administration
Personalizing SCSM 2016 Administration
Introduction
Configuring how long to keep your SCSM data
Configuring the Incident Management global settings
Configuring the Problem 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 the priority and urgency for your SLA targets
Creating Management Packs to save your SCSM personalization
Creating a configuration item group
Creating a basic queue
Creating SCSM console tasks
Configuring global e-mail notification infrastructure settings
Creating formatted e-mail notification templates
3
Configuring Service Level Agreements (SLAs)
Configuring Service Level Agreements (SLAs)
Introduction
Creating priority queues
Configuring business hours and non-working days
Creating SLA metrics
Creating SLOs
Creating Incident Management SLAs
Creating Service Request SLAs
Viewing SLA warnings and breaches
Setting up SLA notifications for warnings and breaches
Creating repeated notifications before SLA breaches with escalation
4
Building the Configuration Management Database (CMDB)
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
5
Deploying Service Request Fulfilment
Deploying Service Request Fulfilment
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 Self-Service Portal
Filling in the Service Request Description with User Input from the Request Offering
Creating Service Request notifications
6
Deploying and Configuring the HTML5 Self-Service Portal
Deploying and Configuring the HTML5 Self-Service Portal
Introduction
Choosing the right deployment model
Deploying the HTML5 Self-Service Portal
Configuring permissions
Configuring cache settings
Customizing the Self-Service Portal
Customizing the Self-Service Portal further
7
Working with Incident and Problem Management
Working with Incident and Problem Management
Introduction
Configuring incident and problem lists
Creating an incident template
Creating a subscription to notify the affected user upon the creation of an incident
Adding a task to the incident form
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 auto-grow
Extending the Incident class with a new property
Using Advanced Search to find very specific incidents
8
Designing and Configuring Change Management and Release Management
Designing and Configuring Change Management 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
Filling in all related Activity Descriptions with Descriptions from parent Change Requests
9
Implementing Security Roles
Implementing Security Roles
Introduction
Viewing basic settings for Security roles
Adding users to the End Users 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
Getting SCSM security roles of a specific user with PowerShell
10
Working with the Data Warehouse and Reporting
Working with the Data Warehouse and Reporting
Introduction
Viewing SCSM reports
Creating favorite and linked reports
Understanding the Service Manager Data Warehouse data mart
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
11
Extending SCSM with Advanced Personalization
Extending SCSM with Advanced Personalization
Introduction
Using the SCSM Authoring Tool
Sealing management packs
Extending Service Manager classes
Creating new classes
Customizing default forms
Creating your own forms
Using an XML editor to modify management packs
Editing the XML of a view to alter the criteria to include AND instead of OR
12
Automating Service Manager 2016
Automating Service Manager 2016
Introduction
Routing incidents automatically using workflows
Downloading and installing SMLets
Using SMLets to delete a work item
Exporting your unsealed management packs using SMLets
Creating a custom workflow in the Authoring Tool - exporting your unsealed management packs
Autoclosing resolved incidents with SMLets and a custom workflow
Automating your request offerings with Orchestrator
Creating new work items with SMLets
13
Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2
Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2
Introduction
What's new in Service Manager 2016?
Preparing for Service Manager 2016
Upgrading to Service Manager 2016
Community Extensions and Third-Party Commercial SCSM Solutions
Community Extensions and Third-Party Commercial SCSM Solutions
Introduction
Cireson solutions for Microsoft Service Manager
itnetX
Provance
Derdack
Gridpro
SCUtils
Axians
Useful Websites and Community Resources
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

Introduction

In this chapter, we will look at recipes for two of the core processes within ITIL©: incident and problem management.

Any company following the ITIL© framework probably started their journey with the incident process, as it is one of the easiest processes to adapt and understand. Since the incident process is central to both ITIL© and Service Manager (SCSM), this is one of the areas where you might find yourself spending some extra time fine-tuning SCSM.

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