Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

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.

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Microsoft System Center 2012 Service Manager Cookbook
Oct, 2012 | 474 pages
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Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Microsoft System Center 2012 Service Manager Cookbook
Credits
Credits
About the Authors
About the Authors
About the Reviewers
About the Reviewers
www.PacktPub.com
www.PacktPub.com
Preface
Preface
Free Chapter
1
ITSM Frameworks and Processes
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
2
Personalizing SCSM 2012 Administration
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
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 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
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
Creating a configuration item group
5
Deploying Service Request Fulfillment
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
6
Working with Incident and Problem Management
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
7
Designing Change and Release Management
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
8
Implementing Security Roles
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
9
Reporting
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
10
Extending SCSM with Advanced Personalization
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
11
Automating Service Manager 2012
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
Community Extensions and Third-party Commercial SCSM Solutions
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
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
Index
Index

Chapter 6. Working with Incident and Problem Management

In this chapter, we will cover:

  • 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

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