Home > Store

System Center Service Manager 2010 Unleashed

Register your product to gain access to bonus material or receive a coupon.

System Center Service Manager 2010 Unleashed

eBook (Watermarked)

  • Your Price: $38.39
  • List Price: $47.99
  • Includes EPUB, MOBI, and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    MOBI MOBI The eBook format compatible with the Amazon Kindle and Amazon Kindle applications.

    Adobe Reader PDF The popular standard, used most often with the free Adobe® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

Description

  • Copyright 2012
  • Dimensions: 7" x 9-1/8"
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-270114-6
  • ISBN-13: 978-0-13-270114-3

System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.

A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.

This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions.

• Understand Service Manager’s architecture and components

• Discover how Service Manager supports ITIL and MOF processes

• Accurately scope and specify your implementation to reflect organizational needs

• Plan to provide redundancy, ensure scalability, and support virtualization

• Design, deploy, and maintain Service Manager with security in mind

• Use Service Manager’s consoles and portals to provide the right resources to each user

• Create complete service maps with Service Manager’s business services

• Fully automate incident management and ticketing

• Implement best processes for identifying and addressing root causes of problems

• Systematically manage the life cycle of changes

• Use Service Manager to strengthen governance, risk management, and compliance

• Customize Service Manager’s data layer, workflows, and presentation layer

• Use management packs to simplify service desk customization

• Make the most of Service Manager’s reporting and dashboards

Sample Content

Table of Contents

Foreword     xiv

Introduction     1

PART I:  SERVICE MANAGER OVERVIEW AND CONCEPTS

Chapter 1  Service Management Basics     5

Ten Reasons to Use Service Manager     6

The Problem with Today’s Systems     7

Service Management Defined     13

Evolution of the CMDB     14

Strategies for Service Management     15

Overview of Microsoft System Center     30

The Value Proposition of Service Manager 2010     35

Summary     36

]

Chapter 2  Service Manager 2010 Overview     37

The History of Service Manager     38

Introducing Service Manager 2010     39

Technology and Terminology     40

Tools and Utilities     47

Overview of SP 1     52

Summary     53

Chapter 3  MOF, ITIL, and Service Manager     55

Introduction to MOF and ITIL     56

Incident Management     67

Problem Management     72

Change Management     77

Configuration Management     83

Summary     87

Chapter 4  Looking Inside Service Manager     89

Architectural Overview     90

Management Group Defined     92

Server Components     93

Windows Services     99

Connectors     101

Modeling and Management Pack Schema     102

Workflow     106

Service Manager Console     108

PowerShell     110

Communications     118

Summary     120

PART II:  PLANNING AND INSTALLATION

Chapter 5  Designing Service Manager     123

Envisioning Service Manager     124

Planning Service Manager     131

Summary     158

Chapter 6  Planning Complex Configurations     159

Planning for High Availability     159

Service Manager and Virtualization     169

Performance and Capacity Planning     173

SQL Server Complex Planning     180

Summary     184

Chapter 7  Installing Service Manager     185

Planning Your Installation     185

Installation Prerequisites     186

Order of Installation     188

Single Service Manager Server Deployment     192

Multiple Service Manager Server Deployments     192

Installing Service Manager from the Command Prompt     222

Removing a Service Manager Installation     223

Troubleshooting Tips     224

Post-Deployment Steps     225

Summary     234

PART III:  SERVICE MANAGER OPERATIONS

Chapter 8  Using Service Manager    237

The Service Manager Console     238

Managing Service Manager with the Service Manager Console     241

About the Service Manager PowerShell Console     271

Using the Self-Service Portal     271

About the Analyst Portal     275

About the Authoring Tool     276

Summary     276

Chapter 9  Business Services     277

Introducing Service Manager Business Services     278

Using Operations Manager with Business Services     282

Creating a Business Service     287

Non-Operations Manager Components     295

Updating a Business Service     298

Mapping Operations Manager Incidents to a Business Service Automatically     301

Summary     304

Chapter 10  Incident Management     305

Understanding the Incident Process     305

Incident Management in Service Manager     307

Incident Management Process Activities     311

Configuring Incident Management     319

Incident Management Automation     342

Summary     354

Chapter 11  Problem Management     355

Understanding the Problem Process     356

Problem Management in Service Manager     358

Problem Management Process Activities     361

Configuring Problem Management     371

Problem Management Automation     379

Summary     379

Chapter 12  Change Management     381

Understanding the Change Management Process     382

Change Management in Service Manager     384

Change Management Process Activities     388

Configuring Change Management     402

Change Management Automation     411

Summary     424

Chapter 13  IT Management: Governance, Risk Management, and Compliance     425

Understanding Governance, Risk, and the Compliance Process     425

MOF 4.0 and the GRC Process     428

Service Manager 2010 SP 1 and the GRC Process     429

Installing the IT GRC Process MP     432

Configuring the IT GRC Process MP     436

Using the IT GRC Process MP     443

Summary     446

PART IV:  ADMINISTERING SERVICE MANAGER

Chapter 14  Notification     451

Notification Overview     451

Notification Setup     452

Workflows with Notification     465

Notification for Review Activities     470

Summary     473

Chapter 15  Service Manager Security     475

Role-Based Security     476

Data Warehouse and Reporting Security     504

Advanced User Role Scenarios     506

Run As Accounts     508

Security Best Practices     513

Summary     515

PART V:  BEYOND SERVICE MANAGER

Chapter 16  Planning Your Customization     519

What You Can Customize     520

Management Packs     523

Data Modeling     525

Presenting Data     532

Workflows     541

Scoping     544

General Considerations     548

Summarizing Required Knowledge     548

Summary     550

Chapter 17  Management Packs     551

Purpose of Management Packs     551

Sealed and Unsealed MPs     553

Differences Between Management Pack Schema Version 1.0 and 1.1     555

Management Pack Schema     557

MP Bundles     563

MP Deployment     563

Summary     565

Chapter 18  Customizing Service Manager    567

Customizing the Console     567

Creating Data Models     580

Creating Workflows     596

Customizing Forms     604

Sealing Using the Service Manager Authoring Tool     611

Web Portals     612

Summary     612

Chapter 19  Advanced Customization Scenarios     613

Custom Data Models     613

Customizing Column Display Names     620

Custom Views     624

Console Tasks Using PowerShell     628

Automating an IT Process     631

Creating Console Forms Using Visual Studio     637

Other Scenarios     641

Summary     642

Chapter 20  Reports, Dashboards, and Data Analysis     643

Reporting     643

Dashboards     654

Business Intelligence     656

Customizing the Data Warehouse and Reporting     661

Summary     663

PART VI:  APPENDIXES

Appendix A  Reference URLs     667

Appendix B  Available Online     679

Index     681

Updates

Submit Errata

More Information

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020