Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Name: Microsoft System Center 2016 Service Manager Cookbook - Second Edition | Click here to enter text.
Brand: Packt Publishing
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Anders Asp (Mvp)(Autor*in)

Packt Publishing

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Erschienen am 27. Februar 2017

638 Seiten

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Inhalt

Cover
Copyright
Credits
Foreword
About the Authors
About the Reviewers
www.PacktPub.com
Customer Feedback
Table of Contents
Preface
Chapter 1: ITSM and ITIL Frameworks and Processes
Introduction
Understanding ITSM frameworks
Getting ready
How to do it.
How it works.
ITIL© processes
Getting ready
How to do it.
How it works.
See also
Creating an Asset Management process
Getting ready
How to do it.
How it works.
There's more.
See also
Creating a Configuration Management System (CMS) process
Getting ready
How to do it.
How it works.
See also
Creating a Service Request Fulfilment process
Getting ready
How to do it.
How it works.
Creating an Incident and Problem Management process
Getting ready
How to do it.
Incident Management
Problem Management
How it works.
Creating a Change and Release Management process
Getting ready
How to do it.
How it works.
There's more.
Creating an IT Service Desk
Getting ready
How to do it.
How it works.
The Service Level Management process
Getting ready
How to do it.
How it works.
Dependencies and relationships between ITSM processes
Getting ready
How to do it.
How it works.
Chapter 2: Personalizing SCSM 2016 Administration
Introduction
Configuring how long to keep your SCSM data
Getting ready
How to do it.
How it works.
There's more.
Configuration Items data grooming using the console
See also
Configuring the Incident Management global settings
Getting ready
How to do it.
How it works.
Configuring the Problem Management global settings
Getting ready
How to do it.
How it works.
Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
Getting ready
How to do it.
How it works.
Working with prefix settings
File attachment settings
Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
Getting ready
How to do it.
How it works.
Auto resolution of child incidents
Auto reactivation of child incidents
Status of child incidents when linked with a parent
Configuring the priority and urgency for your SLA targets
Getting ready
How it works.
See also
Creating Management Packs to save your SCSM personalization
Getting ready
How to do it.
How it works.
See also
Creating a configuration item group
How to do it.
How it works.
There's more.
Creating other groups containing other CI types
Creating a basic queue
Getting ready
How to do it.
How it works.
See also
Creating SCSM console tasks
Getting ready
How to do it.
How it works.
Configuring global e-mail notification infrastructure settings
Getting ready
How to do it.
How it works.
Creating formatted e-mail notification templates
Getting ready
How to do it.
How it works.
See also
Chapter 3: Configuring Service Level Agreements (SLAs)
Introduction
Creating priority queues
Getting ready
How to do it.
How it works.
There's more.
Service Request queues
Further queue types
See also
Configuring business hours and non-working days
Getting ready
How to do it.
How it works.
There's more.
Adding holidays in bulk
Creating SLA metrics
How to do it.
How it works.
Creating SLOs
Getting ready
How to do it.
How it works.
See also
Creating Incident Management SLAs
Getting ready
How to do it.
Resolution Time SLA
First Response Time SLA
How it works.
Creating Service Request SLAs
Getting ready
How to do it.
Implementation Time SLA
How it works.
Viewing SLA warnings and breaches
Getting ready
How to do it.
How it works.
There's more.
RAG status in console
Setting up SLA notifications for warnings and breaches
Getting ready
How to do it.
How it works.
There's more.
Notification for breaches
Creating repeated notifications before SLA breaches with escalation
Getting ready
How to do it.
How it works.
There's more.
Notification timings depending on priority
Notification for breaches
Chapter 4: Building the Configuration Management Database (CMDB)
Introduction
Adding configuration items manually
How to do it.
How it works.
There's more.
Importing Active Directory configuration items
Getting ready
How to do it.
How it works.
There's more.
Mapping Active Directory domain attributes to Service Manager properties
Changing the Active Directory connector schedule via PowerShell
Importing Configuration Manager configuration items
Getting ready
How to do it.
How it works.
There's more.
Mapping Configuration Manager attributes to Service Manager properties
Importing Operations Manager configuration items
Getting ready
How to do it.
How it works.
There's more.
Adding new Operations Manager CIs
Importing Virtual Machine Manager configuration items
Getting ready
How to do it.
How it works.
There's more.
Need to use an account that isn't a local administrator?
Setting up a Virtual Machine Manager and Operations Manager integration
Importing Orchestrator runbooks
Getting ready
How to do it.
How it works.
There's more.
Where are my runbooks?
Using a CSV file to import items into the CMDB
Getting ready
How to do it.
How it works.
There's more.
Using PowerShell to find the properties
Is CSV import just for configuration items?
Complex CI importing
See also
Creating a Business Service
Getting ready
How to do it.
How it works.
There's more.
Raising related incidents
Personalizing and organizing configuration item views
How to do it.
How it works.
Chapter 5: Deploying Service Request Fulfilment
Introduction
Creating Support Groups for Service Requests
Getting ready
How to do it.
How it works.
There's more.
Creating sub (child) list items
Using Support Groups for filtering in reports
Working with management packs
Service Request Groups and Service Level Agreements
See also
Creating Service Request templates
Getting ready
How to do it.
How it works.
There's more.
Configuring Service Request activities in a template
Configuring required fields of a Service Request
See also
Creating Service Request activities
Getting ready
How to do it.
How it works.
There's more.
How to configure the other activity types
Adding more activities to a Service Request created with a template
See also
Creating Service Offering categories
Getting ready
How to do it.
How it works.
There's more.
Using Service Offering categories in reports (filtering)
See also
Creating Service Catalog Request Offerings
Getting ready
How to do it.
How it works.
There's more.
Copying Request Offerings
Views for different status as of Request Offerings
Standalone Request Offerings
Adding a Request Offering to an existing Service Offering
Controlling the access to Request Offerings using Groups and User Roles in SCSM 2016
See also
Creating Service Catalog Service Offerings
Getting ready
How to do it.
How it works.
There's more.
Views for different status as of Service Offerings
Controlling access to Service Offerings using groups and user roles
See also
Publishing Service Offerings and Request Offerings
Getting ready
How to do it.
How it works.
There is more.
Publishing Service and Request Offerings without the Change Management process
Unpublishing a Service Offering or Request Offering
See also
Working with Service Requests in the Self-Service Portal
Getting ready
How to do it.
How it works.
There's more.
Additional User Input after the Service Request is submitted
See also
Filling in the Service Request Description with User Input from the Request Offering
Getting ready
How to do it.
How it works.
There's more.
Different date/time format for output
See also.
Creating Service Request notifications
Getting ready
How to do it.
How it works.
There's more.
Sending different notifications regarding a Service Request
Notification for activities in Service Requests
See also
Chapter 6: Deploying and Configuring the HTML5 Self-Service Portal
Introduction
Choosing the right deployment model
Getting ready
How to do it.
How it works.
Deploying the HTML5 Self-Service Portal
Getting ready
How to do it.
How it works.
There's more.
Configuring permissions
Getting ready
How to do it.
Setting up the catalog group
Setting up the User Role
How it works.
There's more.
Configuring cache settings
Getting ready
How to do it.
Clearing the HTML5 portal cache
Modifying the cache settings
Customizing the Self-Service Portal
Getting ready
How to do it.
General customizations
Title
Logo
Service Desk phone number
Service Desk e-mail
How it works.
There's more.
Customizing the Self-Service Portal further
Getting ready
How to do it.
Lower-left side of fly out menu
Icons
Side bar links
Colors look and feel
Custom error message
Chapter 7: Working with Incident and Problem Management
Introduction
Configuring incident and problem lists
Getting ready
How to do it.
How it works.
There's more.
Renaming list items
Impact and Urgency
See also
Creating an incident template
Getting ready
How to do it.
How it works.
There's more.
See also
Creating a subscription to notify the affected user upon the creation of an incident
Getting ready
How to do it.
How it works.
There's more.
Subscriptions and workflows
See also
Adding a task to the incident form
Getting ready
How to do it.
How it works.
There's more.
See also
Creating a view to display the problem records created in the last 30 days
Getting ready
How to do it.
How it works.
There's more.
Available tokens in SCSM
See also
Configuring the Global Operators Group
Getting ready
How to do it.
How it works.
There's more.
See also
Downloading, installing, and configuring the Exchange Connector
Getting ready
How to do it.
Part 1 - Installing the Exchange Web Service Managed API
Part 2 - Installing the Exchange Connector
Part 3 - Configuring the Exchange Connector
How it works.
There's more.
See also
Making the description field in the incident form auto-grow
Getting ready
How to do it.
How it works.
There's more.
See also
Extending the Incident class with a new property
Getting ready
How to do it.
How it works.
There's more.
Relationships
See also
Using Advanced Search to find very specific incidents
Getting ready
How to do it.
How it works.
There's more.
See also
Chapter 8: Designing and Configuring Change Management and Release Management
Introduction
Creating and configuring Change Request Templates
Getting ready
How to do it.
How it works.
There's more.
Reporting scheduled and actual date information
See also
Creating and managing Change Management Review Activities
Getting ready
How to do it.
How it works.
There's more.
Notification of reviewers
Adding more activities to a Service Request created on a template
See also
Creating Manual Activities for Change Management
Getting ready
How to do it.
How it works.
There's more.
Notificating the Activities Implementer
Reporting Scheduled and Actual Date information
See also
Creating and managing Dependent Activities in Change Management
Getting ready
How to do it.
How it works.
There's more.
Linking activities in Change Requests to activities in Release Records
See also
Creating and personalizing Change Management Parallel Activities
Getting ready
How to do it.
How it works.
There's more.
How to work with Review, Manual, and Dependent Activities
How to work with Sequential Activities inside Parallel Activities
See also
Creating and personalizing Change Management Sequential Activities
Getting ready
How to do it.
How it works.
There's more.
How to work with Review, Manual, and Dependent Activities
How to work with Parallel Activities in SCSM 2016
See also
Creating and personalizing Change Management Activity notifications
Getting ready
How to do it.
How it works.
There's more.
Notifying the Implementer of a Manual Activity
Working with Notification templates
See also
Creating and managing Build and Environment Release Records
Getting ready
How to do it.
How it works.
There's more.
Builds are not only software-related
See also
Creating and managing Release Record Templates
Getting ready
How to do it.
How it works.
There's more.
Adding more specific information to a Release Record Template
See also
Working with Change Requests and Release Records
Getting ready
How to do it.
How it works.
There's more.
Using Environments and Builds
Using Parent/Child Release Records
Reporting Scheduled and Actual Date information
See also
Filling in all related Activity Descriptions with Descriptions from parent Change Requests
Getting ready
How to do it.
How it works.
There's more.
Setting the Description for all activities related to a Service Request
Chapter 9: Implementing Security Roles
Introduction
Viewing basic settings for Security roles
Getting ready
How to do it.
How it works.
There's more.
Data Warehouse User Roles
See also
Adding users to the End Users role
Getting ready
How to it.
How it works.
There's more.
Beware of the Authenticated Users
Creating and managing Service Request roles
Getting ready
How to do it.
How it works.
There's more.
Implied permissions
See also
Creating and managing Incident Management roles
Getting ready
How to do it.
How it works.
There's more.
Support Group alias (Incident Tier Queue)
See also
Creating and managing Problem Management roles
Getting ready
How to do it.
How it works.
See also
Creating and managing Change and Release Management roles
Getting ready
How to do it.
How it works.
There's more.
Using the built-in roles
Creating hybrid roles
Getting ready
How to do it.
How it works.
There's more.
Advance extensions
Configuring the Self-Service Catalog security role
Getting ready
How to do it.
How it works.
There's more.
Dynamic membership
Excluded members
Editing the catalog group
See also
Listing SCSM security role details with PowerShell
Getting ready
How to do it.
How it works.
There's more.
Piping the script output to a text file
See also
Getting SCSM security roles of a specific user with PowerShell
Getting ready
How to do it.
How it works.
There's more.
Piping the script output to a text file
See also
Chapter 10: Working with the Data Warehouse and Reporting
Introduction
Viewing SCSM reports
Getting ready
How to do it.
How it works.
There's more.
Accessing reports from a browser
See also
Creating favorite and linked reports
Getting ready
How to do it.
How it works.
See also
Understanding the Service Manager Data Warehouse data mart
Getting ready
How to do it.
Dimensions
Facts
Outriggers
How it works.
Creating custom database objects for reporting
Database permissions required for reporting
Creating reports with Report Builder
Getting ready
How to do it.
How it works.
There's more.
Installing Report Builder 3.0 on your computer
Writing SQL queries for your reports
Copying existing reports
See also
Configuring report permissions
Getting ready
How to do it.
How it works.
There's more.
Security roles
Security settings inheritance
Delivering reports automatically using report subscriptions
Getting ready
How to do it.
How it works.
There's more.
Allowing non-Content Managers to define e-mail addresses
Analyzing data with Microsoft Excel
Getting ready
How to do it.
How it works.
There's more.
Using Slicers to filter data
See also
Using the Analysis Library to publish Excel reports
Getting ready
How to do it.
How it works.
See also
Chapter 11: Extending SCSM with Advanced Personalization
Introduction
Using the SCSM Authoring Tool
Getting ready
How to do it.
How it works.
See also
Sealing management packs
Getting ready
Creating the SNK file
How to do it.
There's more.
FastSeal.exe
See also
Extending Service Manager classes
Getting ready
How to do it.
How it works.
There's more.
Lists aka enumeration types
See also
Creating new classes
Getting ready
How to do it.
How it works.
The generic form
There's more.
Inheriting from a different class
System Center Common Model
See also
Customizing default forms
Getting ready
How to do it.
How it works.
There's more.
The Extensions tab
See also
Creating your own forms
Getting ready
How to do it.
How it works.
See also
Using an XML editor to modify management packs
Getting ready
How to do it.
There's more.
Management pack schema
See also
Editing the XML of a view to alter the criteria to include AND instead of OR
Getting ready
How to do it.
How it works.
There's more.
See also
Chapter 12: Automating Service Manager 2016
Introduction
Routing incidents automatically using workflows
Getting ready
How to do it.
How it works.
See also
Downloading and installing SMLets
Getting ready
How to do it.
How it works.
There's more.
See also
Using SMLets to delete a work item
Getting ready
How to do it.
How it works.
There's more.
See also
Exporting your unsealed management packs using SMLets
Getting ready
How to do it.
How it works.
There's more.
See also
Creating a custom workflow in the Authoring Tool - exporting your unsealed management packs
Getting ready
How to do it.
How it works.
There's more.
See also
Autoclosing resolved incidents with SMLets and a custom workflow
Getting ready
How to do it.
How it works.
See also
Automating your request offerings with Orchestrator
Getting ready
How to do it.
Part 1 - Creating the Runbook in Orchestrator
Part 2 - Syncing the Orchestrator connector
Part 3 - Creating a Runbook Automation Activity template
Part 4 - Creating a Service Request template
Part 5 - Creating a Request Offering
Part 6 - Creating a Service Offering
Part 7 - Testing and verifying
How it works.
There's more.
Make sure that your Runbook is checked in
Be careful when editing your Runbook!
Service management automation and Azure automation
See also
Creating new work items with SMLets
Getting ready
How to do it.
How it works.
There's more.
See also
Chapter 13: Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2
Introduction
What's new in Service Manager 2016?
Important changes
Features removed or deprecated
Preparing for Service Manager 2016
Supported upgrade paths
Minimum hardware recommendations
Operating systems compatibility
SQL Server version compatibility
Browser support
Customizations and third party add-ons
Self-Service Portal
Silverlight-based Self-Service Portal
HTML5-based Self-Service Portal
Remote SQL Server Reporting Services
SQL Server 2014 Analysis Management Objects
Upgrading to Service Manager 2016
Getting ready
How to do it.
Upgrading the Data Warehouse Management Server
Upgrading the Service Manager Management Server(s)
Upgrading the Service Manager Consoles
After Upgrading to Service Manager 2016
How it works.
Appendix A: Community Extensions and Third-Party Commercial SCSM Solutions
Introduction
Cireson solutions for Microsoft Service Manager
Cireson Self-Service Portal
Cireson Analyst Portal
Cireson Dashboard Designer
Cireson Asset Management
Cireson Asset Import
Cireson Asset Barcode
Cireson Asset Excel
Cireson Life cycle Management
Service Manager Community Apps from Cireson
The Cireson Community
itnetX
ITSM Portal Suite
Productivity Pack
Advanced View Editor
Billable Time
Checklist Activities
CMDB Visualizer
Desktop Alert
Power Print
PowerShell Activity
PowerShell Tasks
Preview Forms
Send Mail
SMA Connector
Provance
Provance IT Asset Management
Provance Data Management Pack
Provance Bar Code
Derdack
Enterprise Alert
Gridpro
WebFront for Service Manager
PowerPack for Service Manager
Request Management for Windows Azure Pack
SCUtils
SCUtils Email Connector 2016
SCUtils ConvertTask 2016
SCUtils WorkItem Scheduler 2016
SCUtils SLAInstanceDuration 2016
Axians
Axians myOperations for System Center Service Manager
The myOperations Portal for System Center Service Manager
The myOperations Enterprise Add-Ons
Technology explained - customizing the myOperations Portal
Technology explained - SCSM Extensions and the myOperations Portal
myOperations Enterprise Add-On - Server Patch Management
Design principles in the myOperations Portal solution
Appendix B: 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

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