System Center 2012 Service Manager UNLEASHED
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Kerrie Meyler Kurt Van Hoecke Samuel Erskine Steve Buchanan with Anders Bengtsson Jakob Gottlieb Svendsen Kathleen Wilson Kenneth van Surksum Oskar Landman Patrik Sundqvist Peter Quagliariello System Center 2012 Service Manager UNLEASHED 800 East 96th Street, Indianapolis, Indiana 46240 USA 9780672337079_Book 1.indb i 9/4/14 11:53 AM System Center 2012 Service Manager Unleashed Editor-in-Chief Copyright © 2015 by Pearson Education, Inc. Greg Wiegand All rights reserved. No part of this book shall be reproduced, stored in a retrieval Acquistions Editor system, or transmitted by any means, electronic, mechanical, photocopying, Joan Murray recording, or otherwise, without written permission from the publisher. No patent liability is assumed with respect to the use of the information contained herein. Development Editor Although every precaution has been taken in the preparation of this book, the publisher Mark Renfrow and author assume no responsibility for errors or omissions. Nor is any liability assumed for damages resulting from the use of the information contained herein. Managing Editor ISBN-13: 978-0-672-33707-9 Kristy Hart ISBN-10: 0-672-33707-X Library of Congress Control Number: 2014936271 Senior Project Editor Lori Lyons Printed in the United States of America First Printing September 2014 Copy Editor Geneil Breeze Trademarks All terms mentioned in this book that are known to be trademarks or service marks have Indexer been appropriately capitalized. Sams Publishing cannot attest to the accuracy of this Tim Wright information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. Proofreader Kathy Ruiz Warning and Disclaimer Every effort has been made to make this book as complete and as accurate as Technical Editor possible, but no warranty or fitness is implied. The information provided is on an Anders Ravnholt “as is” basis. The author and the publisher shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information Editorial Assistant contained in this book. Cindy Teeters Special Sales Cover Designer For information about buying this title in bulk quantities, or for special sales Mark Shirar opportunities (which may include electronic versions; custom cover designs; and content particular to your business, training goals, marketing focus, or branding Senior Compositor interests), please contact our corporate sales department at [email protected] Gloria Schurick or (800) 382-3419. For government sales inquiries, please contact [email protected]. For questions about sales outside the U.S., please contact [email protected]. 9780672337079_Book 1.indb ii 9/4/14 11:53 AM Contents at a Glance Foreword .........................................................................................xxiv Introduction ....................................................................................xxvi Part I Service Manager Overview and Concepts 1 Service Management Basics ................................................................... 3 2 Service Manager History and Terminology ........................................... 37 3 MOF, ITIL, and System Center ............................................................ 53 4 Looking Inside System Center 2012 Service Manager ............................ 89 Part II Planning and Installation 5 Planning and Designing System Center 2012 Service Manager ..............119 6 Installing and Upgrading to System Center 2012 Service Manager .........147 Part III Service Manager Operations 7 Using Service Manager ......................................................................197 8 Working with Connectors .................................................................219 9 Business Services ...............................................................................271 10 Service Manager Service Catalog .........................................................303 11 Incident Management .......................................................................337 12 Automation and Chargeback .............................................................399 13 Problem Management .......................................................................425 14 Change Request and Configuration Management ................................447 15 Release Management .........................................................................477 Part IV Administering Service Manager 16 Managing Notifications .....................................................................505 17 Service Manager Security ...................................................................535 18 Maintenance, Backup, and Recovery ...................................................575 19 Managing Service Manager Performance .............................................599 Part V Beyond Service Manager 20 Management Packs ...........................................................................629 21 Data Warehouse and Reporting ..........................................................659 22 Customizing Service Manager ............................................................685 9780672337079_Book 1.indb iii 9/4/14 11:53 AM iv System Center 2012 Service Manager Unleashed 23 Advanced Customization Scenarios ....................................................755 24 Using PowerShell ..............................................................................801 Part VI Appendixes A User Role Profiles Supplement ............................................................841 B Reference URLs .................................................................................861 C Available Online ...............................................................................883 Index ...............................................................................................885 9780672337079_Book 1.indb iv 9/4/14 11:53 AM Table of Contents Introduction xxvi A Toolset That Delivers IT as a Service .....................................................xxvi About This Book .......................................................................................xxvii Fast Track: A Quick Look at What’s New ................................................xxviii Disclaimers and Fine Print ........................................................................xxix Part I Service Manager Overview and Concepts 1 Service Management Basics 3 Ten Reasons to Use Service Manager .............................................................4 The Problem with Today’s Systems ................................................................5 Why Do Systems Go Down? .................................................................6 Configuration “Shift and Drift” ............................................................7 System Isolation ....................................................................................8 Lack of Historical Information ..............................................................9 Lack of Expertise ...................................................................................9 Missing Incidents and Information ....................................................10 Lack of Process Consistency ................................................................10 Not Meeting Service Level Expectations .............................................11 What It’s All About .............................................................................11 Service Management Defined .......................................................................11 The Importance of Service Management to IT ...................................12 Key Concepts in IT Service Management ...........................................12 Evolution of the CMDB ................................................................................13 Strategies for Service Management...............................................................13 Microsoft’s Dynamic Systems Initiative .............................................14 Microsoft Product Integration ............................................................14 MOF and ITIL ......................................................................................16 COBIT: A Framework for IT Governance and Control.......................17 Total Quality Management: TQM.......................................................17 Six Sigma .............................................................................................17 CMMI...................................................................................................17 Business Process Management ............................................................18 Service Management Mastery: ISO/IEC 20000 ...................................18 Optimizing Your Infrastructure ..........................................................18 Bridging the Service Management Gap........................................................22 Delivering System Uptime ..................................................................24 Addressing Configuration “Shift and Drift” .......................................24 9780672337079_Book 1.indb v 9/4/14 11:53 AM vi System Center 2012 Service Manager Unleashed Consolidating Information .................................................................25 Providing Historical Information........................................................25 Delivering Expertise ............................................................................26