Microsoft System Center 2012 Service Manager Cookbook PDF
Preview Microsoft System Center 2012 Service Manager Cookbook
Microsoft System Center 2012 Service Manager Cookbook Learn how to configure and administer System Center 2012 Service Manager and solve specific problems and scenarios that arise Samuel Erskine (MCT) Anders Asp (MVP) Andreas Baumgarten (MVP) Steve Beaumont Dieter Gasser BIRMINGHAM - MUMBAI Microsoft System Center 2012 Service Manager Cookbook Copyright © 2012 Packt Publishing All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews. Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book. Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information. First published: October 2012 Production Reference: 1191012 Published by Packt Publishing Ltd. Livery Place 35 Livery Street Birmingham B3 2PB, UK. ISBN 978-1-84968-694-5 www.packtpub.com Cover Image by Jungfraubahnen Management AG (http://www.jungfrau.ch/) Credits Authors Project Coordinator Samuel Erskine (MCT) Abhishek Kori Anders Asp (MVP) Proofreaders Andreas Baumgarten (MVP) Elinor Perry-Smith Steve Beaumont Lesley Harrison Dieter Gasser Indexer Reviewers Tejal R. Soni Stefan Allansson Steve Buchanan Graphics Wayne Robinson Valentina D'silva Aditi Gajjar Acquisition Editor Andrew Duckworth Production Coordinators Prachali Bhiwandkar Lead Technical Editor Manu Joseph Dayan Hyames Cover Work Technical Editors Prachali Bhiwandkar Joyslita D'Souza Pooja Pande About the Authors Samuel Erskine (MCT) has over 15 years' experience in a wide range of technologies and industries (public and private) including working for fortune 500 organizations. In 2009 he founded a consultancy practice organization in the United Kingdom focused on implementing Microsoft System Center systems management and IT Service management products. He merged the United Kingdom organization with Syliance IT Services in 2012 and became the third member of the Syliance global management team. He is a Computer Engineering graduate and holds various technology vendor/industry certifications. He is an active participant in the System Center community with a blog at www.frameworktorealwork.com. Thanks to Jungfraubahnen Management AG (http://www.jungfrau.ch/) for the Photo of "Top of Europe". 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. 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. Microsoft technologies have always accompanied him 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 took part in SCSM 2010 and 2012 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 all over Germany. In October 2012, he was awarded with the Microsoft Most Valuable Professional (MVP) title for "System Center Cloud and Datacenter Management". Steve Beaumont has been working in IT since 1998, working his way through the ranks starting with low-end system building and support through to managing a crack team of enterprise class support specialists, and to now provide consultancy and designs for System Center 2012 and Private Cloud solutions. With the release of Service Manager 2010, he ventured into the dark side of customization and released some solutions to the community via the TechNet Gallery helping to show how to extend the usage of the product. He also runs his own blog (http://systemscentre.blogspot.com) covering the full range of System Center components and areas related to desktop design, deployment, and optimization. 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. About the Reviewers Stefan Allansson is a Service Manager Specialist and has worked as a Service Manager consultant at Lumagate since the Beta version of Service Manager 2010. He is also the co-writer at the blog www.scsm.se and is active on the official Service Manager forum, http://social.technet.microsoft.com/Forums/en-US/ category/servicemanager. Steve Buchanan is currently an Infrastructure Consultant. He has 12 years of hands-on experience in Information Technology and an integrated understanding of how information systems, networks, and people work together to achieve business objectives. As a Microsoft System Center Cloud and Datacenter Management MVP, he is among the highly select group of experts that represent the technology's best and brightest, who share a deep commitment to community and a willingness to help others. He has authored Data Protection Manager 2010 and is an author of the upcoming Data Protection Manager 2012 book with other System Center MVPs. He holds the following certifications in A +, Linux +, MCP, MCSA, MCITP: Server Administrator, and MCTS: (Hyper-V, SharePoint 2007, SharePoint 2010, Exchange 2007, Vista). His blog is located at www.buchatech.com. He is the author of Microsoft Data Protection Manager 2010. Wayne Robinson has worked professionally in IT for over seven years, starting out on a service desk at a local IT Consultancy, working his way up to deploying and managing thousands of devices; he has vast experience in Windows Server, Windows Client, and the Systems Center Suite. He spent most of his IT career at a local authority where he managed a wide range of devices through Configuration Manager, Service Manager, and Operations Manager. He now works as a Technical Architect for a firm based in York. I would like to thank Steve Beaumont and Sam Erskine for the opportunity to work with them on such a great publication. www.PacktPub.com Support files, eBooks, discount offers and more You might want to visit www.PacktPub.com for support files and downloads related to your book. Did you know that Packt offers eBook versions of every book published, with PDF and ePub files available? 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Table of Contents Preface 1 Chapter 1: ITSM Frameworks and Processes 7 Introduction 7 Understanding ITSM frameworks 8 ITIL© processes 9 Creating an Asset Management process 10 Creating a Configuration Management System (CMS) process 13 Creating a Service Request Fulfillment process 15 Creating an Incident and Problem Management process 17 Creating a Change and Release Management process 21 Creating an IT Service Desk process 25 Service Level Management process 27 Chapter 2: Personalizing SCSM 2012 Administration 29 Introduction 29 Configuring how long to keep your SCSM data 30 Configuring the Incident Management global settings 34 Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings 37 Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident 41 Configuring Priority and Urgency for your SLA targets 43 Configuring global e-mail notification infrastructure settings 46 Creating Management Packs in the Authoring tool to save your SCSM personalization 48 Creating formatted e-mail notification templates 54 Creating a basic queue 60
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