Sie sind auf Seite 1von 636

MCT USE ONLY.

STUDENT USE PROHIBITED


O F FI C I AL M I CR O SO FT L EA R NI NG P R O DU CT

10965C
10965C: IT Service Management with
System Center Service Manager
MCT USE ONLY. STUDENT USE PROHIBITED
ii 10965C: IT Service Management with System Center Service Manager

Information in this document, including URL and other Internet Web site references, is subject to change
without notice. Unless otherwise noted, the example companies, organizations, products, domain names,
e-mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with
any real company, organization, product, domain name, e-mail address, logo, person, place or event is
intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the
user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in
or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical,
photocopying, recording, or otherwise), or for any purpose, without the express written permission of
Microsoft Corporation.
Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property
rights covering subject matter in this document. Except as expressly provided in any written license
agreement from Microsoft, the furnishing of this document does not give you any license to these
patents, trademarks, copyrights, or other intellectual property.
The names of manufacturers, products, or URLs are provided for informational purposes only and
Microsoft makes no representations and warranties, either expressed, implied, or statutory, regarding
these manufacturers or the use of the products with any Microsoft technologies. The inclusion of a
manufacturer or product does not imply endorsement of Microsoft of the manufacturer or product. Links
may be provided to third party sites. Such sites are not under the control of Microsoft and Microsoft is not
responsible for the contents of any linked site or any link contained in a linked site, or any changes or
updates to such sites. Microsoft is not responsible for webcasting or any other form of transmission
received from any linked site. Microsoft is providing these links to you only as a convenience, and the
inclusion of any link does not imply endorsement of Microsoft of the site or the products contained
therein.
2015 Microsoft Corporation. All rights reserved.
Microsoft and the trademarks listed at
http://www.microsoft.com/about/legal/en/us/IntellectualProperty/Trademarks/EN-US.aspx are trademarks
of the Microsoft group of companies. All other trademarks are property of their respective owners
Product Number: 10965C
Part Number: C90-07385
Released: 02/2015
MCT USE ONLY. STUDENT USE PROHIBITED
MICROSOFT LICENSE TERMS
MICROSOFT INSTRUCTOR-LED COURSEWARE

These license terms are an agreement between Microsoft Corporation (or based on where you live, one of its
affiliates) and you. Please read them. They apply to your use of the content accompanying this agreement which
includes the media on which you received it, if any. These license terms also apply to Trainer Content and any
updates and supplements for the Licensed Content unless other terms accompany those items. If so, those terms
apply.

BY ACCESSING, DOWNLOADING OR USING THE LICENSED CONTENT, YOU ACCEPT THESE TERMS.
IF YOU DO NOT ACCEPT THEM, DO NOT ACCESS, DOWNLOAD OR USE THE LICENSED CONTENT.

If you comply with these license terms, you have the rights below for each license you acquire.

1. DEFINITIONS.

a. Authorized Learning Center means a Microsoft IT Academy Program Member, Microsoft Learning
Competency Member, or such other entity as Microsoft may designate from time to time.

b. Authorized Training Session means the instructor-led training class using Microsoft Instructor-Led
Courseware conducted by a Trainer at or through an Authorized Learning Center.

c. Classroom Device means one (1) dedicated, secure computer that an Authorized Learning Center owns
or controls that is located at an Authorized Learning Centers training facilities that meets or exceeds the
hardware level specified for the particular Microsoft Instructor-Led Courseware.

d. End User means an individual who is (i) duly enrolled in and attending an Authorized Training Session
or Private Training Session, (ii) an employee of a MPN Member, or (iii) a Microsoft full-time employee.

e. Licensed Content means the content accompanying this agreement which may include the Microsoft
Instructor-Led Courseware or Trainer Content.

f. Microsoft Certified Trainer or MCT means an individual who is (i) engaged to teach a training session
to End Users on behalf of an Authorized Learning Center or MPN Member, and (ii) currently certified as a
Microsoft Certified Trainer under the Microsoft Certification Program.

g. Microsoft Instructor-Led Courseware means the Microsoft-branded instructor-led training course that
educates IT professionals and developers on Microsoft technologies. A Microsoft Instructor-Led
Courseware title may be branded as MOC, Microsoft Dynamics or Microsoft Business Group courseware.

h. Microsoft IT Academy Program Member means an active member of the Microsoft IT Academy
Program.

i. Microsoft Learning Competency Member means an active member of the Microsoft Partner Network
program in good standing that currently holds the Learning Competency status.

j. MOC means the Official Microsoft Learning Product instructor-led courseware known as Microsoft
Official Course that educates IT professionals and developers on Microsoft technologies.

k. MPN Member means an active Microsoft Partner Network program member in good standing.
MCT USE ONLY. STUDENT USE PROHIBITED
l. Personal Device means one (1) personal computer, device, workstation or other digital electronic device
that you personally own or control that meets or exceeds the hardware level specified for the particular
Microsoft Instructor-Led Courseware.

m. Private Training Session means the instructor-led training classes provided by MPN Members for
corporate customers to teach a predefined learning objective using Microsoft Instructor-Led Courseware.
These classes are not advertised or promoted to the general public and class attendance is restricted to
individuals employed by or contracted by the corporate customer.

n. Trainer means (i) an academically accredited educator engaged by a Microsoft IT Academy Program
Member to teach an Authorized Training Session, and/or (ii) a MCT.

o. Trainer Content means the trainer version of the Microsoft Instructor-Led Courseware and additional
supplemental content designated solely for Trainers use to teach a training session using the Microsoft
Instructor-Led Courseware. Trainer Content may include Microsoft PowerPoint presentations, trainer
preparation guide, train the trainer materials, Microsoft One Note packs, classroom setup guide and Pre-
release course feedback form. To clarify, Trainer Content does not include any software, virtual hard
disks or virtual machines.

2. USE RIGHTS. The Licensed Content is licensed not sold. The Licensed Content is licensed on a one copy
per user basis, such that you must acquire a license for each individual that accesses or uses the Licensed
Content.

2.1 Below are five separate sets of use rights. Only one set of rights apply to you.

a. If you are a Microsoft IT Academy Program Member:


i. Each license acquired on behalf of yourself may only be used to review one (1) copy of the Microsoft
Instructor-Led Courseware in the form provided to you. If the Microsoft Instructor-Led Courseware is
in digital format, you may install one (1) copy on up to three (3) Personal Devices. You may not
install the Microsoft Instructor-Led Courseware on a device you do not own or control.
ii. For each license you acquire on behalf of an End User or Trainer, you may either:
1. distribute one (1) hard copy version of the Microsoft Instructor-Led Courseware to one (1) End
User who is enrolled in the Authorized Training Session, and only immediately prior to the
commencement of the Authorized Training Session that is the subject matter of the Microsoft
Instructor-Led Courseware being provided, or
2. provide one (1) End User with the unique redemption code and instructions on how they can
access one (1) digital version of the Microsoft Instructor-Led Courseware, or
3. provide one (1) Trainer with the unique redemption code and instructions on how they can
access one (1) Trainer Content,
provided you comply with the following:
iii. you will only provide access to the Licensed Content to those individuals who have acquired a valid
license to the Licensed Content,
iv. you will ensure each End User attending an Authorized Training Session has their own valid licensed
copy of the Microsoft Instructor-Led Courseware that is the subject of the Authorized Training
Session,
v. you will ensure that each End User provided with the hard-copy version of the Microsoft Instructor-
Led Courseware will be presented with a copy of this agreement and each End User will agree that
their use of the Microsoft Instructor-Led Courseware will be subject to the terms in this agreement
prior to providing them with the Microsoft Instructor-Led Courseware. Each individual will be required
to denote their acceptance of this agreement in a manner that is enforceable under local law prior to
their accessing the Microsoft Instructor-Led Courseware,
vi. you will ensure that each Trainer teaching an Authorized Training Session has their own valid
licensed copy of the Trainer Content that is the subject of the Authorized Training Session,
MCT USE ONLY. STUDENT USE PROHIBITED
vii. you will only use qualified Trainers who have in-depth knowledge of and experience with the
Microsoft technology that is the subject of the Microsoft Instructor-Led Courseware being taught for
all your Authorized Training Sessions,
viii. you will only deliver a maximum of 15 hours of training per week for each Authorized Training
Session that uses a MOC title, and
ix. you acknowledge that Trainers that are not MCTs will not have access to all of the trainer resources
for the Microsoft Instructor-Led Courseware.

b. If you are a Microsoft Learning Competency Member:


i. Each license acquired on behalf of yourself may only be used to review one (1) copy of the Microsoft
Instructor-Led Courseware in the form provided to you. If the Microsoft Instructor-Led Courseware is
in digital format, you may install one (1) copy on up to three (3) Personal Devices. You may not
install the Microsoft Instructor-Led Courseware on a device you do not own or control.
ii. For each license you acquire on behalf of an End User or Trainer, you may either:
1. distribute one (1) hard copy version of the Microsoft Instructor-Led Courseware to one (1) End
User attending the Authorized Training Session and only immediately prior to the
commencement of the Authorized Training Session that is the subject matter of the Microsoft
Instructor-Led Courseware provided, or
2. provide one (1) End User attending the Authorized Training Session with the unique redemption
code and instructions on how they can access one (1) digital version of the Microsoft Instructor-
Led Courseware, or
3. you will provide one (1) Trainer with the unique redemption code and instructions on how they
can access one (1) Trainer Content,
provided you comply with the following:
iii. you will only provide access to the Licensed Content to those individuals who have acquired a valid
license to the Licensed Content,
iv. you will ensure that each End User attending an Authorized Training Session has their own valid
licensed copy of the Microsoft Instructor-Led Courseware that is the subject of the Authorized
Training Session,
v. you will ensure that each End User provided with a hard-copy version of the Microsoft Instructor-Led
Courseware will be presented with a copy of this agreement and each End User will agree that their
use of the Microsoft Instructor-Led Courseware will be subject to the terms in this agreement prior to
providing them with the Microsoft Instructor-Led Courseware. Each individual will be required to
denote their acceptance of this agreement in a manner that is enforceable under local law prior to
their accessing the Microsoft Instructor-Led Courseware,
vi. you will ensure that each Trainer teaching an Authorized Training Session has their own valid
licensed copy of the Trainer Content that is the subject of the Authorized Training Session,
vii. you will only use qualified Trainers who hold the applicable Microsoft Certification credential that is
the subject of the Microsoft Instructor-Led Courseware being taught for your Authorized Training
Sessions,
viii. you will only use qualified MCTs who also hold the applicable Microsoft Certification credential that is
the subject of the MOC title being taught for all your Authorized Training Sessions using MOC,
ix. you will only provide access to the Microsoft Instructor-Led Courseware to End Users, and
x. you will only provide access to the Trainer Content to Trainers.
MCT USE ONLY. STUDENT USE PROHIBITED
c. If you are a MPN Member:
i. Each license acquired on behalf of yourself may only be used to review one (1) copy of the Microsoft
Instructor-Led Courseware in the form provided to you. If the Microsoft Instructor-Led Courseware is
in digital format, you may install one (1) copy on up to three (3) Personal Devices. You may not
install the Microsoft Instructor-Led Courseware on a device you do not own or control.
ii. For each license you acquire on behalf of an End User or Trainer, you may either:
1. distribute one (1) hard copy version of the Microsoft Instructor-Led Courseware to one (1) End
User attending the Private Training Session, and only immediately prior to the commencement
of the Private Training Session that is the subject matter of the Microsoft Instructor-Led
Courseware being provided, or
2. provide one (1) End User who is attending the Private Training Session with the unique
redemption code and instructions on how they can access one (1) digital version of the
Microsoft Instructor-Led Courseware, or
3. you will provide one (1) Trainer who is teaching the Private Training Session with the unique
redemption code and instructions on how they can access one (1) Trainer Content,
provided you comply with the following:
iii. you will only provide access to the Licensed Content to those individuals who have acquired a valid
license to the Licensed Content,
iv. you will ensure that each End User attending an Private Training Session has their own valid licensed
copy of the Microsoft Instructor-Led Courseware that is the subject of the Private Training Session,
v. you will ensure that each End User provided with a hard copy version of the Microsoft Instructor-Led
Courseware will be presented with a copy of this agreement and each End User will agree that their
use of the Microsoft Instructor-Led Courseware will be subject to the terms in this agreement prior to
providing them with the Microsoft Instructor-Led Courseware. Each individual will be required to
denote their acceptance of this agreement in a manner that is enforceable under local law prior to
their accessing the Microsoft Instructor-Led Courseware,
vi. you will ensure that each Trainer teaching an Private Training Session has their own valid licensed
copy of the Trainer Content that is the subject of the Private Training Session,
vii. you will only use qualified Trainers who hold the applicable Microsoft Certification credential that is
the subject of the Microsoft Instructor-Led Courseware being taught for all your Private Training
Sessions,
viii. you will only use qualified MCTs who hold the applicable Microsoft Certification credential that is the
subject of the MOC title being taught for all your Private Training Sessions using MOC,
ix. you will only provide access to the Microsoft Instructor-Led Courseware to End Users, and
x. you will only provide access to the Trainer Content to Trainers.

d. If you are an End User:


For each license you acquire, you may use the Microsoft Instructor-Led Courseware solely for your
personal training use. If the Microsoft Instructor-Led Courseware is in digital format, you may access the
Microsoft Instructor-Led Courseware online using the unique redemption code provided to you by the
training provider and install and use one (1) copy of the Microsoft Instructor-Led Courseware on up to
three (3) Personal Devices. You may also print one (1) copy of the Microsoft Instructor-Led Courseware.
You may not install the Microsoft Instructor-Led Courseware on a device you do not own or control.

e. If you are a Trainer.


i. For each license you acquire, you may install and use one (1) copy of the Trainer Content in the
form provided to you on one (1) Personal Device solely to prepare and deliver an Authorized
Training Session or Private Training Session, and install one (1) additional copy on another Personal
Device as a backup copy, which may be used only to reinstall the Trainer Content. You may not
install or use a copy of the Trainer Content on a device you do not own or control. You may also
print one (1) copy of the Trainer Content solely to prepare for and deliver an Authorized Training
Session or Private Training Session.
MCT USE ONLY. STUDENT USE PROHIBITED
ii. You may customize the written portions of the Trainer Content that are logically associated with
instruction of a training session in accordance with the most recent version of the MCT agreement.
If you elect to exercise the foregoing rights, you agree to comply with the following: (i)
customizations may only be used for teaching Authorized Training Sessions and Private Training
Sessions, and (ii) all customizations will comply with this agreement. For clarity, any use of
customize refers only to changing the order of slides and content, and/or not using all the slides or
content, it does not mean changing or modifying any slide or content.

2.2 Separation of Components. The Licensed Content is licensed as a single unit and you may not
separate their components and install them on different devices.

2.3 Redistribution of Licensed Content. Except as expressly provided in the use rights above, you may
not distribute any Licensed Content or any portion thereof (including any permitted modifications) to any
third parties without the express written permission of Microsoft.

2.4 Third Party Notices. The Licensed Content may include third party code tent that Microsoft, not the
third party, licenses to you under this agreement. Notices, if any, for the third party code ntent are included
for your information only.

2.5 Additional Terms. Some Licensed Content may contain components with additional terms,
conditions, and licenses regarding its use. Any non-conflicting terms in those conditions and licenses also
apply to your use of that respective component and supplements the terms described in this agreement.

3. LICENSED CONTENT BASED ON PRE-RELEASE TECHNOLOGY. If the Licensed Contents subject


matter is based on a pre-release version of Microsoft technology (Pre-release), then in addition to the
other provisions in this agreement, these terms also apply:

a. Pre-Release Licensed Content. This Licensed Content subject matter is on the Pre-release version of
the Microsoft technology. The technology may not work the way a final version of the technology will
and we may change the technology for the final version. We also may not release a final version.
Licensed Content based on the final version of the technology may not contain the same information as
the Licensed Content based on the Pre-release version. Microsoft is under no obligation to provide you
with any further content, including any Licensed Content based on the final version of the technology.

b. Feedback. If you agree to give feedback about the Licensed Content to Microsoft, either directly or
through its third party designee, you give to Microsoft without charge, the right to use, share and
commercialize your feedback in any way and for any purpose. You also give to third parties, without
charge, any patent rights needed for their products, technologies and services to use or interface with
any specific parts of a Microsoft technology, Microsoft product, or service that includes the feedback.
You will not give feedback that is subject to a license that requires Microsoft to license its technology,
technologies, or products to third parties because we include your feedback in them. These rights
survive this agreement.

c. Pre-release Term. If you are an Microsoft IT Academy Program Member, Microsoft Learning
Competency Member, MPN Member or Trainer, you will cease using all copies of the Licensed Content on
the Pre-release technology upon (i) the date which Microsoft informs you is the end date for using the
Licensed Content on the Pre-release technology, or (ii) sixty (60) days after the commercial release of the
technology that is the subject of the Licensed Content, whichever is earliest (Pre-release term).
Upon expiration or termination of the Pre-release term, you will irretrievably delete and destroy all copies
of the Licensed Content in your possession or under your control.
MCT USE ONLY. STUDENT USE PROHIBITED
4. SCOPE OF LICENSE. The Licensed Content is licensed, not sold. This agreement only gives you some
rights to use the Licensed Content. Microsoft reserves all other rights. Unless applicable law gives you more
rights despite this limitation, you may use the Licensed Content only as expressly permitted in this
agreement. In doing so, you must comply with any technical limitations in the Licensed Content that only
allows you to use it in certain ways. Except as expressly permitted in this agreement, you may not:
access or allow any individual to access the Licensed Content if they have not acquired a valid license
for the Licensed Content,
alter, remove or obscure any copyright or other protective notices (including watermarks), branding
or identifications contained in the Licensed Content,
modify or create a derivative work of any Licensed Content,
publicly display, or make the Licensed Content available for others to access or use,
copy, print, install, sell, publish, transmit, lend, adapt, reuse, link to or post, make available or
distribute the Licensed Content to any third party,
work around any technical limitations in the Licensed Content, or
reverse engineer, decompile, remove or otherwise thwart any protections or disassemble the
Licensed Content except and only to the extent that applicable law expressly permits, despite this
limitation.

5. RESERVATION OF RIGHTS AND OWNERSHIP. Microsoft reserves all rights not expressly granted to
you in this agreement. The Licensed Content is protected by copyright and other intellectual property laws
and treaties. Microsoft or its suppliers own the title, copyright, and other intellectual property rights in the
Licensed Content.

6. EXPORT RESTRICTIONS. The Licensed Content is subject to United States export laws and regulations.
You must comply with all domestic and international export laws and regulations that apply to the Licensed
Content. These laws include restrictions on destinations, end users and end use. For additional information,
see www.microsoft.com/exporting.

7. SUPPORT SERVICES. Because the Licensed Content is as is, we may not provide support services for it.

8. TERMINATION. Without prejudice to any other rights, Microsoft may terminate this agreement if you fail
to comply with the terms and conditions of this agreement. Upon termination of this agreement for any
reason, you will immediately stop all use of and delete and destroy all copies of the Licensed Content in
your possession or under your control.

9. LINKS TO THIRD PARTY SITES. You may link to third party sites through the use of the Licensed
Content. The third party sites are not under the control of Microsoft, and Microsoft is not responsible for
the contents of any third party sites, any links contained in third party sites, or any changes or updates to
third party sites. Microsoft is not responsible for webcasting or any other form of transmission received
from any third party sites. Microsoft is providing these links to third party sites to you only as a
convenience, and the inclusion of any link does not imply an endorsement by Microsoft of the third party
site.

10. ENTIRE AGREEMENT. This agreement, and any additional terms for the Trainer Content, updates and
supplements are the entire agreement for the Licensed Content, updates and supplements.

11. APPLICABLE LAW.


a. United States. If you acquired the Licensed Content in the United States, Washington state law governs
the interpretation of this agreement and applies to claims for breach of it, regardless of conflict of laws
principles. The laws of the state where you live govern all other claims, including claims under state
consumer protection laws, unfair competition laws, and in tort.
MCT USE ONLY. STUDENT USE PROHIBITED
b. Outside the United States. If you acquired the Licensed Content in any other country, the laws of that
country apply.

12. LEGAL EFFECT. This agreement describes certain legal rights. You may have other rights under the laws
of your country. You may also have rights with respect to the party from whom you acquired the Licensed
Content. This agreement does not change your rights under the laws of your country if the laws of your
country do not permit it to do so.

13. DISCLAIMER OF WARRANTY. THE LICENSED CONTENT IS LICENSED "AS-IS" AND "AS
AVAILABLE." YOU BEAR THE RISK OF USING IT. MICROSOFT AND ITS RESPECTIVE
AFFILIATES GIVES NO EXPRESS WARRANTIES, GUARANTEES, OR CONDITIONS. YOU MAY
HAVE ADDITIONAL CONSUMER RIGHTS UNDER YOUR LOCAL LAWS WHICH THIS AGREEMENT
CANNOT CHANGE. TO THE EXTENT PERMITTED UNDER YOUR LOCAL LAWS, MICROSOFT AND
ITS RESPECTIVE AFFILIATES EXCLUDES ANY IMPLIED WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

14. LIMITATION ON AND EXCLUSION OF REMEDIES AND DAMAGES. YOU CAN RECOVER FROM
MICROSOFT, ITS RESPECTIVE AFFILIATES AND ITS SUPPLIERS ONLY DIRECT DAMAGES UP
TO US$5.00. YOU CANNOT RECOVER ANY OTHER DAMAGES, INCLUDING CONSEQUENTIAL,
LOST PROFITS, SPECIAL, INDIRECT OR INCIDENTAL DAMAGES.

This limitation applies to


o anything related to the Licensed Content, services, content (including code) on third party Internet
sites or third-party programs; and
o claims for breach of contract, breach of warranty, guarantee or condition, strict liability, negligence,
or other tort to the extent permitted by applicable law.

It also applies even if Microsoft knew or should have known about the possibility of the damages. The
above limitation or exclusion may not apply to you because your country may not allow the exclusion or
limitation of incidental, consequential or other damages.

Please note: As this Licensed Content is distributed in Quebec, Canada, some of the clauses in this
agreement are provided below in French.

Remarque : Ce le contenu sous licence tant distribu au Qubec, Canada, certaines des clauses
dans ce contrat sont fournies ci-dessous en franais.

EXONRATION DE GARANTIE. Le contenu sous licence vis par une licence est offert tel quel . Toute
utilisation de ce contenu sous licence est votre seule risque et pril. Microsoft naccorde aucune autre garantie
expresse. Vous pouvez bnficier de droits additionnels en vertu du droit local sur la protection dues
consommateurs, que ce contrat ne peut modifier. La ou elles sont permises par le droit locale, les garanties
implicites de qualit marchande, dadquation un usage particulier et dabsence de contrefaon sont exclues.

LIMITATION DES DOMMAGES-INTRTS ET EXCLUSION DE RESPONSABILIT POUR LES


DOMMAGES. Vous pouvez obtenir de Microsoft et de ses fournisseurs une indemnisation en cas de dommages
directs uniquement hauteur de 5,00 $ US. Vous ne pouvez prtendre aucune indemnisation pour les autres
dommages, y compris les dommages spciaux, indirects ou accessoires et pertes de bnfices.
Cette limitation concerne:
tout ce qui est reli au le contenu sous licence, aux services ou au contenu (y compris le code)
figurant sur des sites Internet tiers ou dans des programmes tiers; et.
les rclamations au titre de violation de contrat ou de garantie, ou au titre de responsabilit
stricte, de ngligence ou dune autre faute dans la limite autorise par la loi en vigueur.
MCT USE ONLY. STUDENT USE PROHIBITED
Elle sapplique galement, mme si Microsoft connaissait ou devrait connatre lventualit dun tel dommage. Si
votre pays nautorise pas lexclusion ou la limitation de responsabilit pour les dommages indirects, accessoires
ou de quelque nature que ce soit, il se peut que la limitation ou lexclusion ci-dessus ne sappliquera pas votre
gard.

EFFET JURIDIQUE. Le prsent contrat dcrit certains droits juridiques. Vous pourriez avoir dautres droits
prvus par les lois de votre pays. Le prsent contrat ne modifie pas les droits que vous confrent les lois de votre
pays si celles-ci ne le permettent pas.

Revised July 2013


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager xi
MCT USE ONLY. STUDENT USE PROHIBITED
xii 10965C: IT Service Management with System Center Service Manager

Acknowledgements
Microsoft Learning would like to acknowledge and thank the following for their contribution towards
developing this title. Their effort at various stages in the development has ensured that you have a good
classroom experience.

Gordon McKenna Content Developer


Gordon is a Microsoft System Center Cloud and Datacenter Management Most Valuable Professional
(MVP) with over 15 years of experience, and is an expert in Microsoft management technologies.
Currently, Gordon helps run the U.K.'s leading System Center consultancy, Inframon, and was personally
involved with some of the largest System Center implementations in EMEA. Gordon is a well-known
speaker on System Center and regularly appears at TechEd in the U.K. and the U.S. He is also a regular
speaker at MMS, WPC, and many partner and community events.

Sean Roberts Content Developer


Sean (MCTS, Bbus) is a joint owner of Inframon Ltd, a U.K.-based System Center consultancy. Originally
from a development background, Sean has over 15 years of experience designing business intelligence
solutions for many Fortune 500 companies. For seven years, he focused on building System Centerbased
operational reports and dashboards to help organizations measure, trend, and score their IT capabilities.

Justin Kimber Content Developer


Justin (MCTS, MCITP, MCSA, MCSE, MCP) has worked in the IT industry for over 17 years in various
systems management roles. For six years, he worked as technical director at Inframon, Ltd. In this role, he
was responsible for designing and implementing some of the largest systems management roll-outs in
EMEA. He was personally involved with the roll-out of a global, application monitoring platform for
Microsoft IT.

Alex Popham Content Developer


Alex has worked at Inframon Ltd for over 4 years and in the IT industry for 6 years. In this time he has
progressed to a senior consultant role providing System Center solutions for a number of large
enterprises. He designed and implemented Inframon Ltd.s hosted management system and service desk
which incorporates the whole System Center suite.

Andreas Baumgarten Technical Reviewer


Andreas Baumgarten (MVP), IT Architect with the German IT service provider H&D International Group.
Andreas has worked as a Microsoft IT professional for more than 20 years, with 14 of those years as a
Microsoft Certified Trainer. In October 2012, 2013 and 2014, he was awarded the Microsoft Most Valuable
Professional (MVP) title for System Center Cloud and Datacenter Management.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager xiii

Contents
Module 1: Service Management Overview
Module Overview 1-1
Lesson 1: Business Drivers behind IT Service Management 1-2
Lesson 2: Introduction to Microsoft System Center 2012 R2 1-5
Lesson 3: System Center 2012 R2 Service Manager Overview and Key
Features 1-14
Lesson 4: Adopting ITIL/ MOF Best Practices with Service Manager 1-18
Lesson 5: Aligning IT Service Management Requirements to Service
Manager 1-32
Module Review and Takeaways 1-34

Module 2: Installing System Center 2012 R2 Service Manager


Module Overview 2-1
Lesson 1: System Center 2012 R2 Service Manager Architecture and Core
Components 2-3
Lesson 2: Hardware, Software and Security Requirements 2-9
Lesson 3: Planning and Sizing a System Center 2012 R2 Service Manager
Deployment 2-22
Lesson 4: Installing System Center 2012 R2 Service Manager 2-32
Lesson 5: Installing and Configuring the Service Manager Self-Service Portal 2-39
Lesson 6: Overview of the Service Manager Console 2-48
Lesson 7: Upgrading to System Center 2012 Service Manager 2-57
Lab A: Installing System Center 2012 R2 Service Manager 2-67
Lab B: Upgrading to System Center 2012 Service Manager 2-78
Module Review and Takeaways 2-84
MCT USE ONLY. STUDENT USE PROHIBITED
xiv 10965C: IT Service Management with System Center Service Manager

Module 3: Key Concepts and Features


Module Overview 3-1
Lesson 1: Overview of Management Packs 3-2
Lesson 2: Overview of the Service Manager CMDB 3-8
Lesson 3: Managing Activities 3-14
Lesson 4: Managing Workflows 3-24
Lesson 5: Managing Templates 3-29
Lesson 6: Security and User Roles 3-36
Lab: Configuring Service Manager for StockTrader and DinnerNow 3-42
Module Review and Takeaways 3-49

Module 4: Configuring Service Manager for Your Environment


Module Overview 4-1
Lesson 1: System Center 2012 R2 Service Manager Initial Configuration 4-2
Lesson 2: Configuring Business Services 4-11
Lesson 3: Configuring Access for your Support Teams 4-17
Lesson 4: Configuring Notifications 4-25
Lab: Configuring Service Manager For Your Environment 4-30
Module Review and Takeaways 4-48

Module 5: Populating the Service Manager CMDB using Connectors


Module Overview 5-1
Lesson 1: Integrating Service Manager with Active Directory and other
System Center Components 5-2
Lesson 2: Integrating Service Manager with Exchange 5-10
Lab: Configuring Connectors in Service Manager 5-14
Module Review and Takeaways 5-22
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager xv

Module 6: Managing Incidents and Problems


Module Overview 6-1
Lesson 1: The Definition of an Incident and a Problem 6-2
Lesson 2: Managing Incidents 6-4
Lesson 3: Managing Problems 6-11
Lesson 4: Using Queues and Views with Incidents and Problems 6-17
Lab: Configuring Incident and Problem Management 6-21
Module Review and Takeaways 6-38

Module 7: Managing Changes and Releases


Module Overview 7-1
Lesson 1: Managing Change Requests 7-2
Lesson 2: Managing Release Records 7-10
Lab: Configuring Change and Release Management 7-19
Module Review and Takeaways 7-29

Module 8: Configuring and Managing the Service Catalog


Module Overview 8-1
Lesson 1: The Service Catalog, Request Offerings and Service Offerings 8-2
Lesson 2: Managing Service Requests and Catalog Groups 8-9
Lesson 3: The Self-Service Portal 8-13
Lab: Configuring Service Requests 8-18
Module Review and Takeaways 8-29

Module 9: Automating Business Processes with Orchestrator


Module Overview 9-1
Lesson 1: Overview of Orchestrator 9-2
Lesson 2: Configuring Runbooks in Orchestrator 9-9
Lesson 3: Configuring Integration between Orchestrator and Service
Manager 9-14
Lesson 4: Creating a Request Offering in Service Manager to Initiate a
Runbook in Orchestrator 9-19
Lab: Automating IT Processes in Service Manager 9-23
Module Review and Takeaways 9-31
MCT USE ONLY. STUDENT USE PROHIBITED
xvi 10965C: IT Service Management with System Center Service Manager

Module 10: Configuring Service Level Management


Module Overview 10-1
Lesson 1: Configuring Service Level Management 10-2
Lesson 2: Viewing Service Level Agreement (SLA) Information in Service
Manager 10-9
Lab: Configuring Service Level Management 10-13
Module Review and Takeaways 10-29

Module 11: Using Reports and Analyzing Data in Service Manager


Module Overview 11-1
Lesson 1: Running Reports in System Center 2012 R2 Service Manager 11-2
Lesson 2: Configuring and Running Data Warehouse Jobs 11-8
Lesson 3: Troubleshooting Failed Data Warehouse Jobs 11-13
Lesson 4: Data Warehouse Cubes 11-17
Lab: Configuring Reports and Analyzing Service Manager Data 11-21
Module Review and Takeaways 11-34

Module 12: Advanced Troubleshooting and Disaster Recovery


Module Overview 12-1
Lesson 1: Performing Advanced Troubleshooting in Service Manager 12-2
Lesson 2: Performing Disaster Recovery in Service Manager 12-8
Lab: Performing Disaster Recovery in Service Manager 12-14
Module Review and Takeaways 12-23

Module 13: Creating Forms and Items in Service Manager Using the Service Manager Authoring
Tool
Module Overview 13-1
Lesson 1: Key Concepts in Creating and Customizing Forms in the
Service Manager Authoring Tool 13-2
Lesson 2: Creating New and Customized Forms by Using the Service
Manager Authoring Tool 13-9
Lab: Creating Customized Forms by Using the Authoring Tool 13-21
Module Review and Takeaways 13-31
Course Evaluation 13-32
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager xvii

Lab Answer Keys


Module 1 Lab A: Installing System Center 2012 R2 Service Manager L01-1
Module 1 Lab B: Upgrading to System Center 2012 Service Manager L01-11
Module 2 Lab: Configuring Service Manager for StockTrader and
DinnerNow L02-1
Module 3 Lab: Configuring Service Manager For Your Environment L03-1
Module 4 Lab: Configuring Connectors in Service Manager L04-1
Module 5 Lab: Configuring Incident and Problem Management L05-1
Module 6 Lab: Configuring Change and Release Management L06-1
Module 7 Lab: Configuring Service Requests L07-1
Module 8 Lab: Automating IT Processes in Service Manager L08-1
Module 9 Lab: Configuring Service Level Management L09-1
Module 10 Lab: Configuring Reports and Analyzing Service Manager
Data L10-1
Module 11 Lab: Performing Disaster Recovery in Service Manager L11-1
Module 12 Lab: Creating Customized Forms by Using the Authoring
Tool L12-1
MCT USE ONLY. STUDENT USE PROHIBITED
xviii 10965C: IT Service Management with System Center Service Manager
MCT USE ONLY. STUDENT USE PROHIBITED
About This Course xix

About This Course


This section provides a brief description of the course, audience, suggested prerequisites, and course
objectives.

Course Description
This course describes how to deploy and configure Microsoft System Center Service Manager. This
course focuses on how to manage and administer a Microsoft System Centre Service Manager
environment.

Audience
This course is intended for cloud and datacenter administrators who are new to System Center 2012 R2
Service Manager and are responsible for deploying, configuring and operating it in their cloud or
datacenter.

Student Prerequisites
This course requires that you meet the following prerequisites:
Working knowledge of Windows Server 2008 R2 and Windows Server 2012 R2.
Working knowledge of SQL Server 2008 R2 and SQL Server 2012.
An understanding of the IT management processes that is included with ITIL and MOF.

Course Objectives
After completing this course, students will be able to:
Describe Service Manager 2012 R2.
Install Service Manager 2012 R2.
Configure base settings in Service Manager 2012 R2.
Configure Incident and Problem Management.
Configure Activity, Change, and Release Management.
Configure and Manage Service Requests.
Automate business processes with Service Manager and Orchestrator.
Configure Service Level Management.
Customize The Self-Service Portal.
Use Reports and Analyze Data in Service Manager.
Perform advanced troubleshooting and disaster recovery in Service Manager.
Customize Service Manager Forms.

Course Outline
The course outline is as follows:
Module 1: Service Management Overview.
Module 2: Installing System Center 2012 R2 Service Manager.
Module 3: Key Concepts and Features.
Module 4: Configuring Service Manager for your environment.
MCT USE ONLY. STUDENT USE PROHIBITED
xx About This Course

Module 5: Populating the Service Manager CMDB using Connectors.


Module 6: Managing Incidents and Problems.
Module 7: Managing Changes and Releases.
Module 8: Configuring and Managing the Service Catalog.
Module 9: Automating Business Processes with Orchestrator.
Module 10: Configuring Service Level Management.
Module 11: Using Reports and Analyzing data in Service Manager.
Module 12: Advanced troubleshooting and disaster recovery.
Module 13: Creating custom forms and items in Service Manager using the Service Manager Authoring
Tool.
MCT USE ONLY. STUDENT USE PROHIBITED
About This Course xxi

Course Materials
The following materials are included with your kit:
Course Handbook: a succinct classroom learning guide that provides the critical technical
information in a crisp, tightly-focused format, which is essential for an effective in-class learning
experience.
o Lessons: guide you through the learning objectives and provide the key points that are critical to
the success of the in-class learning experience.
o Labs: provide a real-world, hands-on platform for you to apply the knowledge and skills learned
in the module.
o Module Reviews and Takeaways: provide on-the-job reference material to boost knowledge
and skills retention.
o Lab Answer Keys: provide step-by-step lab solution guidance.

Additional Reading: Course Companion Content on the


http://www.microsoft.com/learning/en/us/companion-moc.aspx Site: searchable, easy-to-
browse digital content with integrated premium online resources that supplement the Course
Handbook.

Modules: include companion content, such as questions and answers, detailed demo steps and
additional reading links, for each lesson. Additionally, they include Lab Review questions and answers
and Module Reviews and Takeaways sections, which contain the review questions and answers, best
practices, common issues and troubleshooting tips with answers, and real-world issues and scenarios
with answers.
Resources: include well-categorized additional resources that give you immediate access to the most
current premium content on TechNet, MSDN, or Microsoft Press.

Additional Reading: Student Course files on the


http://www.microsoft.com/learning/en/us/companion-moc.aspx Site: includes the
Allfiles.exe, a self-extracting executable file that contains all required files for the labs and
demonstrations.

Course evaluation: at the end of the course, you will have the opportunity to complete an online
evaluation to provide feedback on the course, training facility, and instructor.
o To provide additional comments or feedback on the course, send an email to
support@mscourseware.com. To inquire about the Microsoft Certification Program, send an
email to mcphelp@microsoft.com.
MCT USE ONLY. STUDENT USE PROHIBITED
xxii About This Course

Virtual Machine Environment


This section provides the information for setting up the classroom environment to support the business
scenario of the course.

Virtual Machine Configuration


In this course, you will use Microsoft Hyper-V to perform the labs.

Note: At the end of each lab, you must revert the virtual machines to a snapshot. You can
find the instructions for this procedure at the end of each lab

The following table shows the role of each virtual machine that is used in this course:

Virtual machine Role

LON-DC1 Domain controller for the Contoso domain

LON-DW2 Windows Server 2008 R2 used to host a System Center


2010 Service Manager Data Warehouse Management
Server

LON-SM0 Windows Server 2012 R2 hosting System Center 2012


R2 Service Manager

LON-SM1 Windows Server 2012 R2 used to host a System Center


2012 R2 Service Manager Management Server

LON-SM2 Windows Server 2008 R2 used to host a System Center


2010 Service Manager Management Server

LON-SQ1 SQL Server 2012 hosting System Center 2012 R2


databases

LON-ST1 Windows Server 2008 R2 used to host the .NET


StockTrader application

LON-AP1 Windows Server 2012 R2 hosting SharePoint Server


2010 with SP2

LON-DW1 Windows Server 2012 R2 used to host a System Center


2012 R2 Service Manager Data Warehouse
Management Server

LON-EX1 Windows Server 2012 hosting Exchange Server 2010


with SP3

LON-SC1 Windows Server 2012 R2 hosting System Center 2012


R2 components

LON-SM3 Windows Server 2012 R2 used to host System Center


2012 R2 Service Manager

NYC-AP1 Windows Server 2012 R2 hosting SharePoint Server


2010 with SP2

NYC-DW1 Windows Server 2012 R2 used to host a System Center


MCT USE ONLY. STUDENT USE PROHIBITED
About This Course xxiii

Virtual machine Role


2012 R2 Service Manager Data Warehouse
Management Server

NYC-SM1 Windows Server 2012 R2 used to host a System Center


2012 R2 Service Manager Management Server

Software Configuration
The following software is installed on each VM:
SQL Server 2012 with SP1
System Center 2012 R2 Service Manager
Windows Server 2012
Windows Server 2012 R2
Windows Server 2008 R2
SharePoint Server 2010 with SP2
Exchange Server 2010 with SP3
StockTrader 5.5

Course Files
The files associated with the labs in this course are located in the <install_folder>\Labfiles\LabXX folder on
the student computers.

Classroom Setup
Each classroom computer will have the same virtual machine configured in the same way. You may be
accessing the lab virtual machines in either in a hosted online environment with a web browser or by
using Hyper-V on a local machine. The labs and virtual machines are the same in both scenarios however
there may be some slight variations because of hosting requirements. Any discrepancies will be called out
in the Lab Notes on the hosted lab platform. Your Microsoft Certified Trainer will provide details about
your specific lab environment..

Course Hardware Level


Where labs are being run locally, to ensure a satisfactory student experience, Microsoft Learning requires
a minimum equipment configuration for trainer and student computers in all Microsoft Certified Partner
for Learning Solutions (CPLS) classrooms in which Official Microsoft Learning Product courseware is
taught.
Hardware Level 7 (Please note the change to the drive configuration for this course)
64 bit Intel Virtualization Technology (Intel VT) or AMD Virtualization (AMD-V) processor (2.8 Ghz
dual core or better recommended)
Note: The two host machines provided for the instructor and each student must use the same
processor architecture. Both host machines must be running either Intel Virtualization Technology
(Intel VT) or AMD Virtualization (AMD-V) processor, you cannot use one host machine with each
processor architecture.
Two 500 GB hard disks 7200 RPM SATA or faster. Each must be configured as a separate drive labeled
Drive C and Drive D.
MCT USE ONLY. STUDENT USE PROHIBITED
xxiv About This Course

16 GB RAM or higher
DVD drive
Network adapter
Dual SVGA monitors 17 or larger supporting 1440X900 minimum resolution
Microsoft Mouse or compatible pointing device
Sound card with amplified speakers

Additional Learning Resources


Additional training and content resources are also available on the Microsoft Virtual Academy site,
http://www.MicrosoftVirtualAcademy.com, where you can view further study resources and online courses
related to this and other technologies. There are a variety of resource and formats available on this site to
assist you with general skills/career development and specific exam preparation.
MCT USE ONLY. STUDENT USE PROHIBITED
1-1

Module 1
Service Management Overview
Contents:
Module Overview 1-1
Lesson 1: Business Drivers behind IT Service Management 1-2
Lesson 2: Introduction to Microsoft System Center 2012 R2 1-5
Lesson 3: System Center 2012 R2 Service Manager Overview and Key Features 1-14
Lesson 4: Adopting ITIL/ MOF Best Practices with Service Manager 1-18
Lesson 5: Aligning IT Service Management Requirements to Service Manager 1-32
Module Review and Takeaways 1-34

Module Overview
Before deciding on an IT Service Management tool you should understand the business drivers behind
choosing the most appropriate tool for your business. Effective IT Service Management includes process-
driven methodologies that cover a broad spectrum of IT functions. This can include Change Management,
Incident and Problem Management and Release Management. Although no organization typically adopts
any single IT Service Management methodology, most organizations, depending on their size and nature
of business will adopt a combination of processes and functions from many different IT Service
Management frameworks such as ITIL (IT Infrastructure Library) or MOF (Microsoft Operations
Framework).
In this module you will learn many of the ITIL and MOF best practices and procedures in delivering
effective IT Service Management and how System Center 2012 Service Manager can be used to
implement them in your organization. You will also learn some of the key business drivers behind IT
Service Management.

Objectives
After completing this module, students will be able to:
Describe the business drivers behind IT Service Management.
Describe, at a high-level, System Center 2012 R2.
Describe, at a high level, System Center 2012 R2 Service Manager.
Describe how Service Manager adopts best practices found in ITIL and MOF.
MCT USE ONLY. STUDENT USE PROHIBITED
1-2 Service Management Overview

Lesson 1
Business Drivers behind IT Service Management
To select the best IT Service Management tool for your organization, you will need to understand what
the key business drivers are. An example of a key business driver could be the requirement to ensure that
all Incidents raised with the Service Desk are recorded, categorized and prioritized based on their urgency
and business impact.
By identifying the business drivers, you can then map them to features within the IT Service Management
tool to ensure the feature meets your needs.

Lesson Objectives
After completing this lesson, students will be able to::
Describe the key business drivers behind IT Service Management
Describe how Service Manager meets the business drivers in IT Service Management

IT Service Management Business Drivers


Within most organizations information technology
is central to the operation. This includes the
technology that enables business operations to
function effectively and the underlying technical
infrastructure that supports them. As your business
and that of your competitors grow larger, the
reliance on technology increases. This reliance
puts pressure on the technology department to
deliver the following:
Services to meet current needs of the
organization
Services able to meet the future needs of the
organization
The alignment of IT services with changing business needs
These issues are common to most IT organizations. As a result, an organization needs to be agile in order
to keep up with supply and demand and the technical environment needs to follow the trend, by focusing
on reliability, capacity, security and availability.
The Information Technology Infrastructure Library (ITIL) is part of a suite of best practice publications for
IT service management designed to help you maintain and control your IT infrastructure.
The main business drivers for adopting IT Service Management are:
Providing value for money by ensuring the quality of IT services including the business processes that
are required to support them.
Using structured frameworks for each service lifecycle.
Providing a uniformed method to implement effective Change, Release, Incident, Problem and
Service Management.
Using Configuration Management to ensure that assets are properly controlled ensuring that
information about them is kept up to date and available at all times.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-3

Being more visible to the business and demonstrating value by proactively preventing Incidents from
occurring. When Incidents are un-avoidable, reducing their business impact.
Giving users the ability to manage their own requests.
Using automation to streamline processes where possible.
Enabling decision making at different levels to provide greater control to key stakeholders.
A clearer insight into the performance of the IT infrastructure

Service Manager and IT Service Management


Service Manager is the Microsoft solution for IT
Service Management. The Service Management
processes include:
Incident Management
Problem Management
Change Management
Release Management
Service Request Fulfillment
Configuration Management
It is important that you understand how Service Manager can help you to implement IT Service
Management. Service Manager provides a method of managing and controlling the various business
processes that occur within the IT environment and thereby giving business value to the organization.
Service Manager uses IT Service Management frameworks, which are an effective, clear and robust
method of organizing and presenting IT to the organization. The frameworks contain best practice
workflows that provide inter-related terminology, process and concepts, used to deliver and support
services to your users and customers. The ultimate aim is for the IT Service Desk to become more of a
service provider rather than being technology-centric.
Service Manager provides guidance so that you can deliver the expected level of service at an acceptable
level of risk. An environment is created whereby IT and the organization can work together towards a
common operational maturity. This can be achieved by using a model that proactively defines procedures
and processes that are both effective and efficient. Service Management in Service Manager provides you
with a logical method of decision-making, allowing stricter and more granular control within business
processes. This makes the planning, deployment and ongoing support of IT services clearer and more
defined.
Service Manager is involved in managing all processes and activities for an IT service. It can encompass
the delivery, operation and ongoing management of an IT service lifecycle such as:
Development and maintenance of an existing service offering
Help to maintain the smooth operation of day-to-day IT operations
The retirement of IT infrastructure.
IT Service Management as defined in Microsoft Operation Framework (MOF), groups these activities
together into phases such as Operate and Deliver phases. Service Manager, with an understanding of
these phases, supports IT organizations to achieve service level objectives, such as 99% uptime of a
business critical service or deploying an updated software package.
MCT USE ONLY. STUDENT USE PROHIBITED
1-4 Service Management Overview

IT Service Management in Service Manager is based on best practices that can be found in the IT
Infrastructure Library (ITIL) and MOF. ITIL and MOF are covered in more detail later in this module.
Question: Name three business drivers behind IT Service Management
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-5

Lesson 2
Introduction to Microsoft System Center 2012 R2
Microsoft System Center 2012 R2 comprises a number of components that together provide IT Service
and Configuration Management, Monitoring and Process Automation across public, private and hybrid
clouds.
In this lesson you will be given a brief overview of the various components that comprise System Center
2012 R2 and how they are integrated to provide complete control of the IT environment.

Lesson Objectives
After completing this lesson, you will be able to:
Describe the key features of System Center 2012 R2 Operations Manager.
Describe the key features of System Center 2012 R2 Data Protection Manager.
Describe the key features of System Center 2012 R2 Virtual Machine Manager.
Describe the key features of System Center 2012 R2 Configuration Manager.
Describe the key features of System Center 2012 R2 App Controller.
Describe the key features of System Center 2012 R2 Orchestrator.

Monitoring with System Center 2012 R2 Operations Manager


Operations Manager is a comprehensive
monitoring solution that provides support for
Windows server and desktop computers, in
addition to Sun Solaris and various Linux-based
and UNIX-based platforms.
By using Management Packs that contain
monitors, rules, tasks, and knowledge, Operations
Manager applies default best practice monitoring
to applications such as Microsoft SQL Server and
Microsoft SharePoint Server without the need for
the operator to be an expert in the monitored
application or operating systems.
Support for both physical and virtual computers and for network device monitoring allows Operations
Manager to provide an end-to-end monitoring platform that can be adapted to any IT environment.
Although Operations Manager monitors the server, client, and network infrastructure, it is also focused on
service monitoring. Monitoring the service includes the application, the server/client operating system
that the application relies on, the hardware that the operating system relies on, and the network
infrastructure binding it all together.
Operation Manager automatically discovers the various components of an application or service and
allows you to view the performance and health of the application in a single view. When Problems occur
in the application, the view automatically updates and displays the affected component, which enables
you to locate instantly the root cause of the Problem. Knowledge Base information is available when an
issue has been identified.
MCT USE ONLY. STUDENT USE PROHIBITED
1-6 Service Management Overview

Other built-in features include desktop crash monitoring, security event monitoring, and Microsoft .NET
Framework application performance and exception monitoring. Synthetic transaction monitoring for web
and database applications is also included.
Operations Manager also includes a rich reporting feature that you can use to view historical reports
about performance and availability of the monitored infrastructure, which also allows for effective
capacity planning.
For more information about what's new in Operations Manager, go to the following website:
What's New in System Center 2012 for Operations Manager
http://go.microsoft.com/fwlink/?LinkID=390238

Benefits of Integrating Operations Manager with Service Manager


When Operations Manager and Service Manager
are integrated there are a number of additional
features that become available in Service Manager.
For example, by using the Operations Manager
alert connector in Service Manager Incidents in
Service Manager can be automatically created
based on alerts that have been generated in
Operations Manager.
In addition, by using the Operations Manager CI
connector in Service Manager, objects discovered
in Operations Manager such as hard disks,
databases and websites can be synchronized with
Configuration Items in Service Manager. This makes management of the IT environment much easier as
these Configuration Items can then be used with Work Items in Service Manager to help manage and
track issues related to them.
In addition to the two Operations Manager connectors mentioned above there is also a Service Manager
Management Pack for Operations Manager. The Service Manager Management Pack monitors the Service
Manager environment and generates alerts when there are issues detected with its database and
infrastructure components such as the Service Manager Management Server and Service Manager Data
Warehouse Management Server.

Automation with System Center 2012 R2 Orchestrator


System Center 2012 Orchestrator is a workflow
management solution for the data center. By using
activities that are linked together, you can create
workflows that provide automation of many data
center functions.
Orchestrator uses Integration Packs, which provide
the activities related to the integration it provides.
For example, the System Center 2012 Operations
Manager Integration Pack contains activities, such
as Create Alert, that can be used to create an alert
in the Operations Manager environment that it
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-7

connects to.
The System Center 2012 R2 Service Manager Integration Pack provides Service Manager activities such as
Create Object, which allows Orchestrator to create objects such as Incidents or Problems in the connected
Service Manager environment.
In addition to the Integration Packs for System Center 2012 R2, there are also Integration Packs available
for other technologies, including:
Active Directory Domain Services (AD DS)
Azure
HP iLO and OA
HP Operations Manager
HP Service Manager
IBM Tivoli Netcool/OMNIbus
SharePoint 2013
VMware vSphere
Using the Runbook designer in Orchestrator, you create a runbook, which contains the activities that
perform the workflow that you need to automate.
Imagine a scenario in which you need to restart a server based on a specific alert that Operations
Manager has generated. You can create a runbook in Orchestrator that monitors for the alert in the
Operations Manager environment. If the relevant alert is generated, it can then raise a Change Request in
Service Manager that requires an approval by a manager to restart the server. Orchestrator can then
monitor the Change Request in Service Manager and, when it has been approved, it can then
automatically restart the server.
For more information about Orchestrator, go to the following webpage:
Orchestrator
http://go.microsoft.com/fwlink/?LinkID=390243

Benefits of Integrating Orchestrator with Service Manager


Similar to Operations Manager, there is an
Orchestrator connector in Service Manager which
synchronizes Runbooks created in Orchestrator
with Runbooks in Service Manager. This provides
the ability to initiate Orchestrator Runbooks from
Service Manager by using what is known as a
Runbook Automation Activity template.
When used with the Service Manager Self-Service
Portal service offerings can be created in Service
Manager that provide end-users the ability to
submit service requests that can then be used with
Orchestrator Runbooks to automate the request.
For example, an end-user may submit a service request in the Self-Service Portal that includes details of an
Active Directory group that they need to be a member of. Service Manager can capture the information
MCT USE ONLY. STUDENT USE PROHIBITED
1-8 Service Management Overview

about the Active Directory Group and User Account and pass this information to an Orchestrator Runbook
which is then used to automate the process.
In addition to initiating Runbooks in Service Manager, there is also an Integration Pack for Service
Manager that provides Orchestrator with the ability to automate many tasks in Service Manager such as
creating an Incident or Problem Record.

Data Protection with System Center 2012 R2 Data Protection Manager


System Center 2012 Data Protection Manager
(DPM) is the Microsoft backup and recovery
solution for the Windows Server and Windows
Client platforms. By using Volume Shadow Copy
Service (VSS), DPM can back up (protect) data
while the server or client operating system and
any applications are still running.
By first creating a replica of the data to be
protected, DPM only copies block-level Changes,
which means that subsequent backups are much
smaller in size. This allows for faster backups and
less network overhead when backups are being
performed.
DPM uses intelligent protection methods when it protects data sources such as SQL Server or SharePoint
Server. For example, when you protect a SQL server, DPM automatically protects the database and log
files that it relies on. When new databases are added to SQL server, DPM automatically discovers them
and starts protecting them without any user intervention.
DPM uses a storage pool to store protected data. The storage pool can be located on direct-attached
storage (DAS), a Fibre Channel storage area network (SAN), or on an Internet Small Computer System
Interface (iSCSI) storage device or SAN.
When protecting data by using DPM, you can choose various protection methodologies such as
Disk2Disk, Disk2Tape, and Disk2Disk2Tape. DPM can also be used to protect itself. For example, you
might have a local DPM server that is protecting the local Windows servers and client computers. A
second DPM server can be installed in a remote location that protects the local DPM servers. This provides
two main features:
1. The remote DPM server can act as a disaster recovery server. If the primary (or local) DPM server is
lost, the remote DPM server can be used to restore data directly to the protected servers and clients.
2. By using a remote (secondary) DPM server, you no longer need to have tapes manually transported
offsite to a safe location.
DPM is also monitored by Operations Manager, allowing many DPM tasks to be performed directly from
the Operations Manager console. The health and availability of the DPM server is monitored by
Operations Manager, including the data sources that DPM is protecting.
For more information about whats new in DPM 2012, go to the following website:
What's New in DPM
http://go.microsoft.com/fwlink/?LinkID=511024
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-9

Benefits of Integrating DPM and Orchestrator with Service Manager


Although there is no direct integration between
Data Protection Manager and Service Manager,
when Orchestrator and Data Protection Manager
(DPM) are integrated, and Service Manager is
integrated with Orchestrator, you can initiate DPM
related Runbooks in Orchestrator from Service
Manager.
For example, you may want to offer a service to
your end-users where they request data to be
protected or recovered in a private cloud. Service
Manager can collect information about the
database name and DPM server on which the data
resides and then initiate a Runbook in Orchestrator to automate the process. This not only allows you to
automate the process end-to-end but also allows you to manage the process with Service Manager as you
can include Service Manager activities to approve or reject the request.

Managing Virtual Environments with System Center 2012 R2 Virtual


Machine Manager
System Center 2012 Virtual Machine Manager
(VMM) provides comprehensive management for
the virtualized data center environment. It includes
support for multiple virtualization technologies,
including Microsoft Hyper-V, Citrix XenServer, and
VMware ESX.
By using VMM, you can provision physical
resources such as network and storage, compute
to virtual machines and services that you create,
and deploy to the private cloud.
When you create virtual machines and services by
using VMM, VMM uses virtual machine templates
and profiles such as the hardware, Guest operating system and application profiles. This allows you to
deploy virtual machines and services quickly and easily by having predefined virtual machine templates
that include the configuration of the virtual hardware, operating system, and applications that will be
running on them.
VMM includes the ability to deploy sysprepped versions of Windows and SQL Server, enabling you to
automate the configuration during deployment.
Microsoft Server Application Virtualization (Server App-V) technology is also included with VMM. With
this technology, you can package (sequence) a server application and deploy it with a virtual machine as
part of a service.
VMM is cluster aware and provides the ability to automatically migrate virtual machines between nodes of
a cluster based on resource availability. When you deploy virtual machines and services to a private cloud
created in VMM, VMM can automatically determine which virtualization host should be used to host the
virtual machine or service by using configurable placement rules.
VMM can also use power optimization, whereby it can use live migration to move virtual machines to
different virtualization hosts and then automatically turn off the unused virtualization host.
MCT USE ONLY. STUDENT USE PROHIBITED
1-10 Service Management Overview

VMM also integrates with Operations Manager and can use Performance and Resource Optimization
(PRO) enabled management packs to automate remediate of the virtualized environment.
Operations Manager monitors the virtualization hosts in VMM and the virtual machines hosted on them.
For more information about what's new in VMM, go to the following website:
What's New in System Center 2012 - Virtual Machine Manager
http://go.microsoft.com/fwlink/?LinkID=390240

Benefits of Integrating VMM with Service Manager


When integration between VMM and Service
Manager has been configured, objects in VMM
such as VM Templates, Service Templates, Logical
Networks and VIP Templates are synchronized as
Configuration Items in Service Manager. When
Operations Manager and VMM are integrated,
Operations Manager discovers other VMM objects
such as Virtual Machines, Clouds and Host Groups.
When Service Manager is integrated with
Operations Manager using the Configuration
Items (CI) connector, this information is also
synchronized in Service Manager.
By integrating VMM with Service Manager you can track resources such as Clouds and Services that have
been deployed and associate Work Items such as Incidents and Problem Records with them so that you
can manage them appropriately.
When VMM, Service Manager and Orchestrator are integrated you also provide service offerings in the
Service Manager Self-Service Portal. For example, you may want to offer a service that allows end-users to
provision new virtual machines in a private cloud. Service Manager can collect the information relating to
the private cloud and the VM template to use and then initiate an Orchestrator Runbook that automates
the process.

Managing Operating System and Configuration with System Center 2012


R2 Configuration Manager
System Center 2012 Configuration Manager
provides management capabilities for operating
system and application delivery, desktop
virtualization, and device management.
When you deploy operating systems by using
Configuration Manager, you can control how the
operating system is delivered. For example, you
can use the Pre-Boot Execution Environment (PXE)
method where the client connects to a distribution
point to install the operating system. You can also
use the Multicast deployment method, where the
distribution point simultaneously deploys the
operating system to multiple clients.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-11

When you use Configuration Manager to deliver applications, it can automatically evaluate (based on
policies) the identity of the user and any application dependencies and device type to ensure that the
application is delivered in an optimized state to the device.
Compliance Settings (formerly Desired Configuration Management) is a key feature of Configuration
Manager. It allows computers to be evaluated against a baseline configuration. For example, a baseline
might contain a number of software updates that must be applied to a set of servers in the environment.
When the baseline is evaluated against a computer that does not have the specified updates applied,
Configuration Manager reports the configuration drift. This then allows you to apply the relevant software
updates to bring the server back into a compliant state. This can also be automated through
Configuration Manager.
Together with System Center 2012 Endpoint Protection, Configuration Manager also provides security
protection for systems by providing malware protection and vulnerability remediation. Software update
management is also included with Configuration Manager. Software update management provides
complete control of software updates, which should be applied to each managed system.
For more information about whats new in Configuration Manager, go to the following webpage:
Whats New in System Center 2012 Configuration Manager
http://go.microsoft.com/fwlink/?LinkID=390241

Benefits of Integrating Configuration Manager with Service Manager


When Configuration Manager and Service
Manager are integrated using Configuration
Manager connector in Service Manager, hardware
and software information that has been created in
Configuration Manager is synchronized as
Configuration Items in Service Manager. Mobile
device data for Windows Phones and Nokia
Devices is also synchronized. In addition, if
Orchestrator and Service Manager are integrated,
you can offer service requests in the Self-Service
Portal where end users can request computers
being added to a Configuration Manager
collection. This could facilitate automatic software deployment.
By synchronizing hardware and software information stored in Configuration Manager with Service
Manager as Configuration Items you can then associate them with Work Items in Service Manager such as
Change Requests or Incidents. This provides the ability to track and manage hardware and software that is
deployed in your environment and also provides a method of managing issues that are related to
hardware or software items.
MCT USE ONLY. STUDENT USE PROHIBITED
1-12 Service Management Overview

Managing Public and Private Cloud Resources with System Center 2012 R2
App Controller
System Center 2012 App Controller provides a
web-based interface that allows the Configuration,
Management, and deployment of virtual machines
and services for both public and private clouds.
It provides a single interface that connects to both
private clouds hosted in VMM and Windows Azure
subscriptions in the public cloud.
When you use the App Controller interface, you
can view the virtual machines and services that are
being provided by the private cloud and view the
resources such as the RAM and CPU usage and the
operating system that is running on them.
When you view a service in VMM by using App Controller, you can open the diagram view to see the
relevant virtual machines that the service is made up of. The diagram view also enables you to see the
number of instances of a particular machine tier that have been deployed as part of the service.
When you manage services in App Controller, you also have the ability to upgrade them based on your
delegated access. For example, the VMM administrator could create an upgrade to a service in VMM and
delegate the action to an App Controller user (the application owner) so that they can decide when the
service should be upgraded.
App Controller also integrates with the VMM and Windows Azure resource libraries and enables you to
replicate information between VMM private cloud libraries. For example, you can copy a service from
production implementation and paste it into a staging implementation environment in order to work on
an upgrade. When you copy the service, App Controller allows you to select the relevant resources that
should be copied and, if there are already resources available such as a virtual hard disk, you can map the
resource instead of copying it, thereby reducing time and network bandwidth use.
Given the relevant access, you can also scale-out a machine tier in a service. This is useful when an
application owner knows that an application requires more resources, such as an additional web server.
For more information about App Controller, go to the following website:
App Controller
http://go.microsoft.com/fwlink/?LinkID=390242
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-13

Operating a Self Service, Multi-Tenant Cloud with Windows Azure Pack


The Windows Azure Pack, although not strictly a
component of System Center 2012 R2, integrates
with System Center components such as Virtual
Machine Manager to provide Microsoft Azure
technologies for the datacenter.
Windows Azure Pack provides a method of
offering IT services such as Platform as a Service
(PaaS) and Infrastructure as a Service (IaaS)
through a self-service portal similar to that found
in Windows Azure. These services include:
Web Sites: Provides a scalable web hosting
platform that is used to deploy web sites that
support both ASP.NET and PHP.
Virtual Machines: Provides the ability to deploy both Windows and Linux virtual machines that can be
selected from a VM template gallery.
Databases: Provides the ability to provision SQL and MySQL databases with support for both stand-
alone and highly available environments.
Service Management Automation: Provides the ability to integrate and automate custom services for
tenants using Windows Azure Pack.
Service Bus: Provides a queue framework for messaging services between distributed applications
similar to the Microsoft Azure Service Bus.
The Windows Azure Pack is available to Microsoft customers with no additional cost. For more
information about Windows Azure Pack visit the following website:
Windows Azure Pack
http://go.microsoft.com/fwlink/?LinkID=523854

Verify the correctness of the statement by placing a mark in the column to the right.

Statement Answer

System Center 2012 R2 Operations Manager provides monitoring for only


Windows-based computers.
MCT USE ONLY. STUDENT USE PROHIBITED
1-14 Service Management Overview

Lesson 3
System Center 2012 R2 Service Manager Overview and
Key Features
Before you decide to use any IT Service Management solution you need to understand its features and
capabilities. You also need to know if it will be able to manage all of your current IT processes and
procedures. In this lesson you are given an overview of Service Manager including how it has evolved to
meet the current needs of the data center today.

Lesson Objectives
After completing this lesson, you will be able to:
Describe the key features of System Center 2012 R2 Service Manager.
Describe how Service Manager has evolved to meet the business needs of the data center.

System Center 2012 R2 Service Manager Key Features


Based around Information Technology
Infrastructure Library and Microsoft Operations
Framework, Service Manager is an IT Service
Management solution that you can use to adopt
your current Information Technology
Infrastructure Library and Microsoft Operations
Framework best practices into process-driven
workflows that can be managed and automated
by using a single intuitive interface.

Incident Management
As defined by Information Technology
Infrastructure Library, an Incident is an unplanned
disruption or degradation of service. Incident Management is concerned with resolving the Incident as
fast as possible rather than identifying a root cause. For example, a user receives an error when
attempting to open Microsoft Outlook, thereby restricting the users access to email. When an Incident
occurs, in order to troubleshoot and resolve it, typically much information needs to be obtained from
both the person that logged the Incident and the affected items (in this case, the end users computer and
Outlook).
Service Manager includes the ability to manage the complete life cycle of an Incident. When an Incident is
created in Service Manager, you enter relevant details, such as the affected user, the impact and urgency,
and a description of the Incident. Based on access to the Service Manager console, an Incident Resolver
can work on the Incident, updating it with relevant details as they work to resolve it.
Incidents can be created using various methods in Service Manager such as email or via the Self-Service
Portal. Further details on Incident Management are covered in Module 6, Configuring Incident and
Problem Management.

Problem Management
As defined by the Information Technology Infrastructure Library, a Problem is a cause of one or more
Incidents. For example, multiple Incidents can be created for Outlook when it fails to connect to a
Microsoft Exchange Server. By restarting the Exchange server, the Incident is resolved. A Problem record
could then be created to investigate the issue with the Exchange server. Problem records are created in
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-15

Service Manager and include much of the same criteria as Incidents. Problem records are used to record
information that helps determine the root cause of the Problem. Problem records can also include one or
more related Incidents. Problem analysts work on Problem records and, when resolved, the related
Incidents can also be resolved automatically.

Change Management
Change Management in Service Manager involves creating Change Requests. A typical Change Request
would be a configuration change of an Exchange server, for example, adding the Outlook Web Access
(OWA) role. When you manage Changes in the environment, the Change Management process is used to
ensure that any Change does not result in an Incident or Problem causing a service disruption or
degradation. Change Requests work closely with activities and Release records in Service Manager. For
example, a Change Request to configure the OWA role in Exchange might include a review activity that
requires IT management approval before the Change can take place. There might also be a link via a
dependent activity in the Change Request to a manual activity in a Release record that stipulates the
Change must be tested in the development environment first.

Release Management
Release Management in Service Manager involves creating Release records. Release records are used to
facilitate the interaction between Change Requests and activities. For example a project to upgrade a
service or applications might include multiple Change Requests such as upgrading servers, applying
software updates, or installing new features to an existing application. Release records can be used to
group approved Change Requests and schedule them for deployment after they have been tested and
confirmed as safe to release.

Service Level Management


Service Level Management in Service Manager provides a method of measuring Incidents and Service
Requests. For example, you might have a service level agreement (SLA) that dictates all Incidents with an
impact level of High should be resolved within six hours. With Service Level Management, you can
configure views and send notifications when Incidents are approaching or have breached this threshold.

Service Request Fulfillment


A Service Request in Service Manager provides the ability for organizations to publish preauthorized
services to end users. This could be the ability for an end user to submit a request to install additional
software on a client computer via the Self-Service Portal for example. Service Request Management in
Service Manager uses the service catalog that is made up of request offerings and service offerings that
can be published and made available to end users. Service Requests can also be tracked with Service Level
Management to help ensure SLAs are met when delivering services to the business.

Self-Service Portal
The Service Manager Self-Service Portal is a web interface that is primarily used by end users when
submitting requests for services, this includes raising Incidents. When Service Requests are configured in
Service Manager, they are then published and made available to end users of the Self-Service Portal.
When end users log on to the Self-Service Portal, the Service Requests made available to them are based
on their user role. This enables administrators to scope the Self-Service Portal by providing only the
Service Requests that are specific to the end user.
MCT USE ONLY. STUDENT USE PROHIBITED
1-16 Service Management Overview

New and Updated Features in System Center 2012 R2 Service Manager


System Center 2012 was officially released as
Release to Manufacturing (RTM) and General
Availability in April 2012. This included a refresh of
the latest version of Service Manager.
Service Manager includes a number of new
features including:
Service Catalog. This allows Service Requests
to be published and made available to end
users in the Self-Service Portal.
New connectors for Orchestrator and VMM.
These were also included with System Center
2012 Service Manager. The Orchestrator connector allows Orchestrator runbooks to be imported into
Service Manager. Runbook activity templates can then be used with Service Requests to automate
many functions, such as a new user in AD DS. The Virtual Machine Manager connector is used to
import private cloud and virtual machine template information into Service Manager. This also
facilitates the automation of virtual machine provisioning.
OLAP cubes. These cubes for reporting were added in System Center 2012 Service Manager, which
allows for data mining capabilities, including the ability to export the data to Microsoft Excel and
create pivot tables.
Service Level Management. This feature is also new in System Center 2012 Service Manager. It
provides a method of reporting SLA information for Incidents and Service Requests.
Parallel activities. This feature was added to Change and Service Requests and Release records. It
enables multiple activities to run simultaneously.
Release management. This feature enables Release records to be created to manage the Release life
cycle with Change Requests.
Self-Service Portal. The Self-Service Portal uses a SharePoint website and a Web Content Server. Using
Microsoft Silverlight applications, it extends the features that are available to end users of the Self-
Service Portal.
Component Add-ons and extensions. This includes an Authoring Tool which is available to modify
existing Management Packs in Service Manager and author new Management Packs.
Service Pack 1 for System Center 2012 includes the following additional features:
Chargeback. This provides the ability to apply pricing on the fabric resources used in VMM for cloud-
based implementations. This includes new OLAP data cubes and Excel reports.
Updated Operations Manager integration. This automatically installs an Operations Manager 2012
SP1 agent with the installation of Service Manager.
Support for SQL Server 2012. This is also included for all Service Manager databases.
Support for Windows Server 2012. This has been included to allow for all Service Manager roles
except the Self-Service Portal to be installed on Windows Server 2012.
Support for Windows 8. This has been included for the Service Manager console and for end users
who access the Self-Service Portal.

R2 for System Center 2012 includes the following additional updates and support:
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-17

Support for Windows Server 2012 R2. Supports the latest Release of the Windows Server platform.
The self-service portal is now supported on Windows Server 2012 R2.
Support for Windows 8.1. This has been updated to include newer versions of Windows 8 for the
Service Manager console and the Self-Service Portal.
Update Rollup 3 (UR3). This is a cumulative update that contains minor bug fixes. It also includes
minor bug fixes from UR1 and UR2.
For more information about update rollup 3, go to the following website:
Update Rollup 3 for System Center 2012 R2 Service Manager
http://go.microsoft.com/fwlink/?LinkID=511025

Finally, although not specifically released as part of Service Pack 1, a new Microsoft Exchange Connector is
available. The connector provides connectivity between Service Manager and Exchange 2010 SP1 and
Exchange 2007 SP3. Features include the ability to process emails relating to Incidents and Change
Requests, such as resolving or closing an Incident, or by using special keywords. Change Request reviewers
can approve or reject Change Requests. New features in this release (v3.0) include support for Microsoft
Office 365, Service Requests, and Problem records. The Exchange connector is covered in a later module
in this course.
MCT USE ONLY. STUDENT USE PROHIBITED
1-18 Service Management Overview

Lesson 4
Adopting ITIL/ MOF Best Practices with Service Manager
In order to understand how to implement and manage System Center 2012 R2 Service Manager you need
to have a good understanding of the concepts behind it and the methodologies that it adopts when
applying practices such as Incident Management and Change Management.
You may already be familiar with some of the MOF and ITIL IT Service Management frameworks and may
also adopt some of the processes and procedures in your IT environment. Although Service Manager does
not adhere specifically to either one framework it aligns itself to concepts and procedures covering both.
In this lesson you will learn some of the common best practices and principles that are followed with both
MOF and ITIL.
You should also know how these practices are adopted in System Center 2012 R2 Service Manager. It is
important to remember that both MOF and ITIL are frameworks that provide the starting point for you to
adopt and customize to your organizations needs. This final lesson provide an overview of some of the
typical IT Service Management functions that are carried out in the Datacenter or Private Cloud
environment including how Service Manager aligns to the ITIL and MOF best practices.

Lesson Objectives
After completing this lesson, students will be able to:
Describe some of the key best practices provided by MOF (Microsoft Operations Framework).
Describe some of the key best practices provided by ITIL (Information Technology Infrastructure
Library).
Describe how Service Manager adopts ITIL and MOF best practices with Configuration Management.
Describe how Service Manager adopts ITIL and MOF best practices with Incident Management.
Describe how Service Manager adopts ITIL and MOF best practices with Change Management.
Describe how Service Manager adopts ITIL and MOF best practices with Release Management.
Describe how Service Manager adopts ITIL and MOF best practices with Problem Management.
Describe how Service Manager adopts ITIL and MOF best practices with Service Request Fulfillment.
Describe how Service Manager adopts ITIL and MOF best practices with Service Level Management.

Microsoft Operations Framework Overview


The Microsoft Operations Framework is a free,
downloadable framework from Microsoft that
provides practical guidance on the full life cycle of
IT Service Management. Its primary function is to
provide IT professionals with the knowledge of
how to combine business and IT goals, allowing
for the implementation of cost-effective and
reliable IT services. In order to understand how
Microsoft Operations Framework is used with IT
Service Management, you need to understand the
IT service life cycle.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-19

The IT service life cycle


The IT service life cycle covers the life of an IT service. This includes the planning and optimizing of the IT
service so it aligns to the business and the design and delivery of the IT service. The IT life cycle also
includes the ongoing operation and support of the IT service. The planning, delivery, and operating of an
IT service can be thought of as phases in the IT life cycle as follows:
Planning phase. This is where the IT service generally starts its life cycle. This phase is used to plan and
optimize the IT service so it aligns to the business objectives of the organization.
Deliver phase. This is where the IT service is developed and then deployed to the organization.
Operate phase. This is where the IT service is maintained and supported to continue to meet the
organization business needs.
Encompassing these three phases is the Manage layer. The Manage layer ensures that there are operating
principles and best practices in place to help maintain the IT service so it can continue to provide relevant
business value to the organization. Best practices and operating principles include compliance, Change
Management, configuration, risk, and IT governance. The Manage layer provides these processes during
all phases of the IT life cycle.

Service Management Functions


Within each phase of the IT service life cycle are a number of Service Management functions. These
functions provide the definition of processes, roles, and activities that are implemented to ensure that the
IT service fulfills the requirements of the business. Within Microsoft Operations Framework is a separate
document describing the functions and processes involved with each Service Management function.

Customer Service Service Management Function


The Customer Service Service Management function sits within the Operate phase of the IT service life
cycle and is concerned with addressing the needs of the customer (or consumer) of the IT service. This
includes:
Recording customer requests.
Resolving requests for information, existing and new features, and Changes.
Resolving Incidents.
Ensuring good customer service.
Notice that resolving Incidents is a key function in the Customer Service Service Management function.
There are a number of roles related to the Customer Service Service Management function that relate to
Incident Management. These include the customer service representative (CSR) whose function is to
record and log customer Service Requests into the Service Desk system. There is also an Incident Resolver
role whose function is to investigate diagnoses and resolve Incidents.
This Service Management function details the various processes involved when managing customer
requests in the IT service life cycle.
As an example, the following processes are adopted when managing an Incident:
Process 1: Recording the Users Request
During this initial process, the user logs a request to the Service Desk via a telephone call, an email
message, or via a web portal. If the request is logged via a telephone call, the CSR records the users
contact information into the Helpdesk system. The CSR also records details of the request (in this case, the
Incident details).

Process 2: Classifying the Users Request


MCT USE ONLY. STUDENT USE PROHIBITED
1-20 Service Management Overview

During this process, the request is categorized to determine the type of request, such as a Service
Fulfillment request. Or in this case, an Incident Resolution request. The next step in the process is to
determine whether the request is supported. If it is not supported, then what needs to be determined is
whether there is scope to override an unsupported request. The final step in this process is to prioritize
the request. This is achieved by determining the impact and urgency of the Incident in this case.
Process 3: Resolving the Request
In this process, the request (in this case, an Incident resolution request) is resolved. When Incidents are
resolved, the following activities are performed:
Troubleshooting the Incident
Escalating the Incident to Problem Management if necessary
Applying a fix or workaround
Process 4: Confirming Resolution and Closing the Request
When you close a request, the following activities are performed:
Confirming that the request has been resolved
Updating the request with any resolution details or comments
Closing the request
Process 5: Ensuring Good Service
In this final process, the Service Desk might contact the user to verify a successful resolution to the request
and might optionally send a user satisfaction survey for the user to complete. This forms part of the
Service Desk Quality Assurance policies.
Although this overview of Microsoft Operations Framework is by no means extensive, you should now be
able to understand some of the processes, procedures, and best practices that it offers in IT Service
Management.
For more information and to download Microsoft Operations Framework, go to the following webpage:
Microsoft Operations Framework
http://go.microsoft.com/fwlink/?LinkID=390244
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-21

Information Technology Infrastructure Library Overview


The Information Technology Infrastructure Library
was developed by the Cabinet Office (part of the
government of the United Kingdom) to provide IT
Service Management to both public and private
sectors, including NASA, the NHS, and HSBC bank.
Information Technology Infrastructure Library is a
constantly evolving IT Service Management
framework that gathers and streamlines best
practices from public and private sectors
worldwide. Its advice includes input from experts
in many different types of organizations. Similar to
Microsoft Operations Framework, Information
Technology Infrastructure Library is based on a life cycle approach and covers five main publications:

Information Technology Infrastructure Library Service Strategy


The Information Technology Infrastructure Library Service Strategy includes best practices designed to
align IT and the business in order to bring the best out of each other. It also ensures that each element of
the service life cycle is focused on customer outcome.

Information Technology Infrastructure Library Service Design


The Information Technology Infrastructure Library Service Design provides guidance on the production
and maintenance of IT policies, documents, and architectures that are used to design IT infrastructure
service solutions and processes. This is designed to meet the current and future requirements of the
business.

Information Technology Infrastructure Library Service Transition


The Information Technology Infrastructure Library Service Transition provides process activities and
guidance for the transition of services in the operational business environment. It covers long-term
Change Management and Release and Deployment practices. It also ensures that risks, benefits, and
delivery mechanisms are also considered, in addition to the support of ongoing operational services.

Information Technology Infrastructure Library Service Operation


The Information Technology Infrastructure Library Service Operation publication provides guidance on
delivery and control activities that are designed to achieve operational excellence. Its primary focus is
service provisioning for the service provider.

Information Technology Infrastructure Library Continual Service Improvement


The Information Technology Infrastructure Library Continual Service Improvement publication focuses on
the continual improvements of an IT service by identifying and introducing Service Management
improvements. This publication also identifies potential issues that can arise when services are retired.
It should be noted that although Microsoft Operations Framework is free to use an IT Service
Management framework, Information Technology Infrastructure Library is not. Each of the Information
Technology Infrastructure Library publications previously listed can be purchased separately or as a
complete publication.
For more information about Information Technology Infrastructure Library, go to the following website:
Welcome to the Official ITIL Website
http://www.itil-officialsite.com/
MCT USE ONLY. STUDENT USE PROHIBITED
1-22 Service Management Overview

Configuration Management in Service Manager Using ITIL and MOF


One of the most powerful features of Service
Manager is its integration with other toolsets or IT
components within the organization. For example,
integrating Service Manager with AD DS allows it
to store information in its configuration
management database CMDB about users, groups,
printers and computers. These are known as
Configuration Items within Service Manager and
can be used when creating work items, such as a
Change Request or an Incident, for example.
Collecting and managing these Configuration
Items is a key step in the configuration
management process in Information Technology Infrastructure Library and Microsoft Operations
Framework.
The best practice guidelines for the configuration management process are described in the following
paragraphs.

Identification of Configuration Items


Best practice guidelines state that there should be a process of identifying what Configuration Items are in
the environment in order to have a central point of reference for all Configuration Items. Service Manager
does this by using its connector framework. Connectors retrieve Configuration Item information from AD
DS, Operations Manager, Configuration Manager, and other System Center components and store
consolidated details of each Configuration Item in its CMDB. By having a central repository of
Configuration Items, IT staff no longer need to use multiple tools to gather information about the
environment, thereby making the process much easier and quicker.

Monitor and Verify


Best practice guidelines state that data stored in the CMDB should be verified against what is actually in
the environment. In Service Manager, you view the active Configuration Items, meaning that if a
Configuration Item in updated the environment, it is also updated in the CMDB.

Control and Maintain CMDB


Best practice guidelines state that data stored in the CMDB should be maintained and updated as the
environment Changes. Service Manager handles this by scheduling regular synchronization of the data
being collected. When connectors in Service Manager are configured, you specify a schedule, such as daily
or weekly, and a relevant time of the day, such as after a maintenance window. This ensures that the data
in the CMDB is always up to date.

Status Reporting and Verification


Best practice guidelines state that the status for each Configuration Item stored in the database should be
recorded so that when Configuration Items are updated, added, or removed, the CMDB is updated
accordingly. Service Manager handles this process by using a Configuration Item Status attribute for each
Configuration Item stored in the CMDB.

Verify and Audit


Best practice guidelines state that updates to the CMDB should be audited and provide a reporting
mechanism to facilitate configuration audits. Service Manager provides an audit trail for every
Configuration Item record stored in the CMDB. Service Manager also provides a number of built-in
reports such as the Incident details report that provides detailed information about specific Incidents,
including the affected Configuration Item related to them.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-23

Evaluate and Improve Process


Best practice guidelines state that the configuration management process should integrate with other
Service Management processes, thereby improving the overall Service Management environment. In
Service Manager, Configuration Items are accessible from all other process modules and can be associated
with work items such as Problem records and Incidents.

Incident Management in Service Manager Using ITIL and MOF


In the previous topics, Information Technology
Infrastructure Library and Microsoft Operations
Framework, you were shown some of the Incident
Management processes that Information
Technology Infrastructure Library and Microsoft
Operations Framework provide best practice
guidelines for. Here you are shown how these
processes are mapped and used within Service
Manager.

Incident Identification and Logging


Best practice suggests that there should be
methods in place of identifying and logging
Incidents when they occur. This could be simply the process of an end user reporting the Incident to the
Service Desk, for example. The Service Desk operator then gathers the relevant information from the end
user to raise the Incident.
There should, however, be methods in place to automate the generation of Incidents in the Service Desk
when specific issues occur in the environmentfor example, when a business-critical website is no longer
operational. Service Manager provides various methods of identifying and recording Incidents. The
Operations Manager Alert connector, for example, can automatically generate an Incident in Service
Manager. Also, by using an Incident template, many of the fields within the Incident form can be auto-
populated. Incidents can also be logged by using the Service Manager Self-Service Portal or by an end
user sending an email message.

Incident Categorization
Best practice suggests that when Incidents are recorded, there should be the ability to provide a unique
categorization for themfor example, a software problem or a hardware problem. In Service Manager,
when Incidents are created, you can specify the classification category of the Incident. This can then be
used to group or report on Incidents based on category. There are a number of default classification
categories built into Service Manager, and custom categories can also be added for specific categories
relevant to your environment.

Incident Prioritization
Best practice suggests that when Incidents are recoded, there should be the ability to provide a unique
prioritization for them. This should include the ability to record the impact and urgency of the Incident,
which is then used to determine the priority that should be applied when analyzing and resolving the
Incident. For example, an Incident where a managing director of an organization cannot access the
Internet might have an impact rating of Low because it is not directly attributing to loss of business. It
might have an urgency rating of High, however, because the managing director requires access to the
Internet immediately.
Service Manager allows you to configure specific values for the Impact and Urgency fields when
generating Incidents, and then, based on the values set, will return a configurable priority, which can be
MCT USE ONLY. STUDENT USE PROHIBITED
1-24 Service Management Overview

used to group and report on specific Incidents in the environment. This can also be used when
configuring views within Service Manager that allow specific operators such as Tier 1 or Tier 2 support
operators to view and work on Incidents that relate to them.

Incident and Investigation Diagnosis


Best practice suggests that when you diagnose an Incident, there should be methods that allow related
Configuration Items or business services have been impacted by the Incident to be associated with the
Incident. For example, when you create an Incident, you need to know if there are any other related
Incidents and what Configuration Items does the Incident relate to, such as the computer and user.
Service Manager provides the ability to link affected Configuration Items as related items to Incidents so
you can view instantly what impact the Incident has in the environment. Other related Incidents can also
be linked, allowing you to group similar Incidents together by using a parent/child-type scenario. This is
useful because when the parent Incident is resolved, Service Manager can automatically resolve the child
Incidents. For example, one parent Incident ticket that details an issue with an Exchange server might have
many child Incident tickets that report loss of email or Outlook issues.

Resolution and Recovery and Incident Closure


When you resolve Incidents, there should be methods in place to record details of how the Incident was
resolved. This might include log files and screenshots, for example, but also might include evidence that
the Incident has been resolved. There should also be a method of creating tasks that relate to the
Incident. For example, an Incident where an end-user cannot log on to her desktop computer might be
diagnosed as her user account being locked. An Incident task would be to unlock the end users user
account.
Service Manager provides the ability to assign activities to an Incident. Activities can be used to run
manual or automated processes, such as unlocking a user account as described earlier. You can also
include the impacted Configuration Items when adding activities to an Incident.
Knowledge Base articles can be added to Incidents in Service Manager that can be used to help diagnose
and resolve Incidents. End users are able to search Knowledge Base articles based on keywords and
comments, for example. This is useful because the Knowledge Base article might enable the end user to fix
the issue himself without the need of logging the Incident with the Service Desk.
When Incidents are resolved in Service Manager, you can add relevant time that analysts or external
sources such as vendors have spent on the Incident, which is useful when data needs to be gathered for
chargeback or SLA reports. The resolution details and resolution category, such as Fixed By Analyst or
Auto Resolved By Problem, can be included when resolving an Incident. If a similar Incident is raised in the
future, these details can be used to troubleshoot and resolve the Incident again, thereby saving time.
After the Incident is resolved in Service Manager it can then be closed. Typically, an Incident is only closed
when the end user who raised the Incident confirms that the Incident has been resolved satisfactorily.
When an Incident is closed, a comment is added that explains why the Incident is being closed. Closed
Incidents cannot be reactivated, whereas resolved Incidents can, so it is important to include as much
detail as possible when you close an Incident.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-25

Change Management in Service Manager Using ITIL and MOF


When Changes need to occur in the IT
environment, there are also recommended best
practice processes and procedures that should be
followed as suggested by Information Technology
Infrastructure Library and Microsoft Operations
Framework. One of the primary goals in Change
Management is to reduce or remove the
possibility of downtime or loss of service during a
Change to the environment. The following
paragraphs describe the suggested processes that
should be adopted when you plan a Change and
how Service Manager applies these processes.

Create and Log the Request For Change


When you create a Request For Change, the Request For Change should record a detailed description of
the Change to be implemented. It should also include the affected items of the Change. For example, if a
software upgrade needs to be applied to an application, the Request For Change should include details of
the software to be upgraded and the computer or computers that it is to be installed on. This might also
include users of the application. If there are default, or common Changes that occur in the environment,
such as provisioning a new user in AD DS, then there should also be the ability to automate many of the
Request For Change fields, thereby reducing time and the possibility of error.
In Service Manager, a Request For Change is managed with a Change Request. Details such as the title
and description of the Change are recorded. Using the CMDB and related items, the Configuration Items
that the Change affects are also included in the Change Request. For standard or common Changes that
occur, Change Request templates can be used to automatically populate the Change Request with
relevant standard details.

Review Request For Change and Assess and Evaluate Change


Before Changes are applied in the environment, they should go through a review process. In this process,
the Change details are reviewed to determine whether any adverse effect could be caused by the Change,
and if so, what are the mitigations and back-out plan should an issue or Problem arise. After the Change
has been evaluated and approved, there should be a method of recording this information in order to
track the Change history, including when and who approved the Change.
Service Manager adopts this process by providing review activities that can be applied to Change
Requests. Review activities allow one or more reviewers to approve or reject the Change Request. When
adding a review activity to a Change Request, you can specify whether reviewers must vote and whether
they have the ability to veto the Change. You can also specify an approval condition such as Percentage
or Unanimous. This is useful because the Unanimous approval can be used when you know that all
reviewers must agree to the Change before it can be implemented. Alternatively the Percentage approval
can be used when two out of five reviewers must agree.

Plan, Update, Investigate, and Diagnose


Before the Change is implemented, if there are any planning activities to be performed, they should be
processed at this stage. For example, it might be that a software upgrade to an application requires that
the software is downloaded from an Internet source and then made available on a network share. Service
Manager manages this again through activities. A review activity can be used to approve or reject
planning activities that need to occur before the Change is implemented.
MCT USE ONLY. STUDENT USE PROHIBITED
1-26 Service Management Overview

Coordinate Change Implementation, Review and Close the Change Record, and Post
the Implementation Report
When implementing the Change Request, there should be a method of recording all activities that occur
within the Changefor example, the software upgrade on the computer followed by a restart of the
computer followed by testing that the software upgrade has been applied successfully.
In Service Manager, this process is managed with manual control activities. Manual control activities
include details such as the affected Configuration Items; the activity implementer; the Priority, such as
High; and the stage, such as Develop or Test. When you add manual control activities to a Change
Request, they can be added as a parallel dependent or sequential activity. This means that activities can
be dependent or run at the same time. This is particularly useful when primary activities such as
downloading a software upgrade must be completed before installing the software upgrade, for example.
Approved Change Requests can also be linked with Release records. Release records can then be used to
group multiple Change Requests, schedule them, and deploy them in the most efficient method possible.
After the Change Request has been implemented the Change Requests Completed view in Service
Manager can be used to view details of all completed Changes. Additionally, the List Of Change Requests
report can be used to view the current status of Change Requests, including their category and who they
are assigned to.

Release Management in Service Manager Using ITIL and MOF


The purpose of the Release Management process
is to plan, schedule and control the deployment of
Releases to the IT environment.
Service Manager can control any type of Release
from a development stage through to the final
deployment. At each stage of a Release, Service
Manager provides a platform where you can plan,
manage, schedule and track the status of a
Release. For example, you could use it to
determine the method of an update and when it
will be deployed. If required, you can also attach
approved Change Requests to a Release record.
Successful Release Management enables a solution to be deployed to the IT environment with little or no
downtime. All types of deployments are included, not just the Release of a new solution. In fact, it is
commonly used to deploy updates to increase the stability of a server or environment, in a safe and
structured manner. This provides a level of control to the management of the IT infrastructure, to prevent
dangerous or unplanned Changes from being implemented.
You can also make the manual activities in a Release record dependent on the dependent activities within
a Change Request. The Release record and Change Request then complement each other with the details
of the proposed Change. The Release record is then used to control when the Change is applied. In most
cases, a Release cannot be performed without a Release record and a Change Request.

Creating a Release Record


When planning a deployment into any environment, a Release process is followed. In Service Manager, it
is possible to replicate these business processes by using Activities. Activities denote the different tasks
that are performed in the Release process.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-27

A Release record in Service Manager has been designed to complement the ITIL and MOF methodologies.
When it is created, a Release record captures all of the relevant details of a deployment. Access to the
Release record can be limited to just the people who need it, such as Release Managers and Activity
Implementers. The Release record also includes a Release plan, scope, impact and risk.

The Scope of the Release


The scope of the Release is determined by what is being Released, the infrastructure it involves and the IT
environment effected. For example, an application update for all web servers in the production
environment. The Content Management Database (CMDB) will contain the components and
environments to be included in the scope of the Release.
In Service Manager, a Release record can be amended to attach Configuration Items (CI). This could
include individual computers, components of a computer or a complete business service. This creates a
Release package that provides the person implementing the solution with a clear insight into the
environment being modified.

Defining and Prioritizing a Release


Defining a Release record includes naming it, determining the sequence of deployment events and
making someone responsible for the Release. After defining and scoping a Release, enough knowledge is
captured to set a time to the Release such as Immediate.
In most cases, each Change Request will have a separate Release record. This makes defining a Release
simple and provides a structure to a project that has many Releases, in order to minimize the risk to
business critical environments. However, it is acceptable to use multiple Change Requests within a single
Release record. This could include multiple updates for an application that spans multiple servers.
In Service Manager, you can define and prioritize a Release by changing the properties of a Release
record. Properties include:
Impact (e.g. Standard, Significant or Major)
Risk (e.g. High, Medium and Low)
Priority (e.g. High, Medium and Low)
Description
Type (e.g. Planned and Unplanned)
Category (e.g. Project or Fix)

Scheduling a Release
Once the planning and change has been agreed, the Release needs to be scheduled. This involves
assigning the Release activities to an activity implementer, which includes a scheduled start date, start
time and the finish time when the activity should be completed.
Typically in a large project, each activity will be assigned a duration to ensure the project runs on
schedule.
This can be achieved in Service Manager by editing the Release records. The overall Release schedule can
be set. You can also set the schedules for individual activities that form part of the deployment process.
MCT USE ONLY. STUDENT USE PROHIBITED
1-28 Service Management Overview

Problem Management in Service Manager Using ITIL and MOF


Problem Management is the process responsible
for managing Problems that arise in the IT
environment. Typically, Problems are created when
multiple Incidents relating to a single issue are
identified in a short space of time or an issue is too
complex to be defined as an Incident. Problem
Management is positioned in the Operate phase in
MOF.
Problem Management initially requires a Problem
analyst to identify a Problem with an IT service or
system and then record the event, operation and
Incident data. The Problem will then be researched
using multiple sources such as Problem analysis techniques or published sources to identify the root
cause. Once the root cause has been established, a fix or workaround can be developed. The fix or
workaround can be researched and used if the source is trusted such as, Knowledge Base articles.
Problem Management covers the following processes:
Document a Problem
Filter a Problem
Research a Problem
Research an outcome to the Problem

Document the Problem


Once a Problem has been identified, it needs to be documented. You will need to:
Classify it (for example, by setting a category)
Prioritize it (for example, by setting the impact and urgency)
Assign the affected components (for example, to an IT service or individual computer)
In order to document a Problem in Service Manager, you will need to create a Problem record and then
add all of the Problem data to it. The Problem record can be classified and prioritized and the relevant
Configuration Items can be assigned. Any new Incidents that are related to the Problem can also be
assigned.

Filter the Problem


Depending on the priority and classification of the Problem, a filter may need to be applied. The two
outcomes from the filter as defined in MOF are, pursue solving the issue relating to the Problem or dont
pursue the issue relating to the Problem. The decision will be based on:
Importance of finding the fix or workaround
The time it will take to investigate and implement the fix or workaround
The business justification
Service Manager will help the Problem analyst through the filter stage by:
Providing data from the Problem record
Providing access to an internal Knowledge Base where a fix may be present
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-29

Investigating Configuration Items to determine if a fix is a worthwhile task. For example, discovering a
Problem on an old server that is scheduled to be decommissioned.

Research the Problem


If the Problem is taken on, the research into the Problem must include:
Recreating the issue, if possible, in a test environment
Researching internal and external sources for workaround and fixes. For example, the organizations
internal Knowledge Base or the internet.
Performing a root cause analysis
Noting the symptoms and recording the observations
These research methods can be used in conjunction and can be repeated until the workaround or fix is
discovered for the Problem. Working through possible fixes and workarounds systematically eliminates
multiple variables obscuring the root cause.
Problem Management in Service Manager helps the Problem analyst to determine a root cause. The
internal Knowledge Base may contain a fix or workaround previously used for a similar Problem. It allows
the Problem analyst to make notes in a Problem record in order to track symptoms. Notes can also be left
for other Problem analysts in the organization. For example, if the Problem cannot be fixed by a tier one
analyst, they could leave a note to aid the tier three analyst.

Research the Outcome


After a Problem fix or workaround has been discovered, a decision needs to be made on implementation.
Either react or research another fix or workaround. If an outcome becomes difficult to find, re-evaluate
the Problem and establish a more achievable outcome. If a fix or workaround has been identified, then
Service Manager will help the Problem analyst move the Problem record into a Change Management
scenario. Details of the fix or workaround will have been captured in the Problem record.

Service Request Fulfillment in Service Manager Using ITIL and MOF


Service Request Fulfillment is part of the Customer
Service Service Management function. From an
end-user perspective, this includes ensuring that
Service Requests are fulfilled in a timely and
efficient manner.
Managing Service Requests is the primary function
of Service Request Fulfillment. Service Requests are
repeatable end user requests for a particular IT
service, such as new software or resetting a
password. A Service Request has to be a proven
process that has been performed successfully
many times, that is repeatable and pre-approved.
In Service Manager, Request Offerings are used to fulfill Service Requests. Request offerings are available
from the self-service portal accessed by the end users. This removes some telephone and email
correspondence from the IT Service Desk and it allows the end user control of the process. This means the
IT Service Desk can operate in a more effective manner and that the complexities of IT have been
simplified for the end user.
MCT USE ONLY. STUDENT USE PROHIBITED
1-30 Service Management Overview

Creating and Recording a Service Request


When an end user wants to submit a Service Request to the IT service desk, they can do so either by
telephone or the self-service portal. If a Service Request is not created in the self-service portal, then a
Service Request analysis will need to record the Service Request and end user details. The analyst should
check if the request is possible and then categorize the request. Typically, a courteous automated email is
sent to inform the affected end user that the Service Request has been acknowledged.
If the end user did not use the self-service method, then the analyst can create a new Service Request via
the Service Manager console. When end users create a Service Request in the self-service portal, the
Service Request will be generated by the portal. The self-service portal is setup to capture details from the
end user that are recorded in the Service Request.

Resolving a Service Request


Resolving a Service Request can be actioned in different ways depending on the category. The different
categories may be:
Information Request (such as requesting information about an IT process or service)
Service Fulfillment Request (such as requesting that an application is added to an Active Directory
group)
New Service Request (such as requesting that a new application is deployed to a users desktop)
Resolving a request can be performed by manual tasks, automation or a combination of both. For
example, if a user requests new software, then the Service Request analyst has to manually check if
software licenses are available. When this has been done, the process triggers a task that automates the
deployment of the software to the users desktop.
Service Manager can resolve Service Requests in a manual or automated manner. When creating Service
Requests, the business process of how a Service Request is completed is captured in a template. This
makes any Service Request repeatable with very little risk to the environment. The process is actioned by
manual and runbook automated activities. As one activity is completed the next one is set in progress. For
example, after approval has been gained for a request, Service Manager will trigger an automated
workflow that will deploy the software to a users desktop without any manual intervention.

Confirming a Successful Request


Before closing a resolved Service Request, confirmation from the end user is required. Typically, this is by
email or telephone. Once confirmation has been received that the Service Request has been resolved, the
Service Request can be closed.
Service Manager tracks the status of every Service Request and allows a Service Request analyst to see the
progress of every activity. Automatic closure of resolved Service Requests is also possible.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-31

Service Level Management in Service Manager Using ITIL and MOF


Service Level Management is responsible for
controlling the expectations of the organization
regarding the delivery and enhancements of IT
services. It ensures that the continuing
requirements and communication between the
organization and IT is proactively managed.
Service Level Management can also be used to set
expectations of external IT and customers.
Service levels are commonly set against Incidents
and Service Requests to measure the resolution
time, based on priority. This gives external and
internal users of the IT Service Desk an expectation
of when the item will be complete. Service Manager allows operators to set Service Level Agreements in
order to provide users with this information.

Setting Calendars and Holidays


Service Level Agreements (SLAs) list the operational hours of the IT Service Desk in order to set the agreed
time in which an Incident or Service Request must be resolved. For example, the SLA may state that a
priority three Incident must be fixed within four days. In which case, an Incident created on Friday must be
fixed by the following Wednesday, because the calendar attached to the SLA states that the working
hours are between Monday and Friday. You can also exclude particular dates from the SLA, such as
religious holidays.

Set Timings
Timings are set to control when the SLA starts and when the countdown is stopped. The SLA is started
when an Incident is created and stopped when an Incident is resolved. In Service Manager, this is known
as a Metric.

Service level Objectives


A Service Level Objective combines the parts that are needed to create a SLA. The three parts are:
Calendar
Metric
Queue
A queue is a method of grouping items together based on its properties. For example, if an SLA states
that priority 1 Incidents should be resolved in four hours, then a queue is created to apply the SLA only to
priority 1 Incidents.
Question: How is Incident prioritization managed in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
1-32 Service Management Overview

Lesson 5
Aligning IT Service Management Requirements to Service
Manager
As the IT Administrator for Contoso you need to ensure that the proposed Service Management solution
fits the business and technical requirements of the organization. You already adopt many ITIL and MOF
best practices such as Change Management and Incident Management and need to know if System
Center 2012 R2 Service Manager can be used to build on these practices by providing the automation,
workflow management and reporting features that you currently do not have the ability to use.

Lesson Objectives
After completing this lesson, you will be able to:
Map the key IT Service Management requirements to Service Manager.

Map Contosos IT Processes to ITIL, MOF and Service Manager


Contoso has set forth strategic objectives that
include optimizing its current datacenter by
moving to a hybrid cloud model that will deliver
end-to-end automation and control, service
catalog and self service provisioning underpinned
with elasticated resource allocation and
chargeback reporting.
Contoso wish to implement MOF/ITIL best
practices for delivering IT which entails the
creation of Incident, Change, Release and Problem
Management teams. Contoso has chosen System
Center 2012 R2 Service Manager as the tool to be
used by these teams.
Contosos two key line-of-business applications, StockTrader and DinnerNow, have been identified as the
first applications to be on boarded into the Service Management tool.
You have been tasked with delivering a customized solution to help achieve the following goals:
A highly available and resilient System Center 2012 R2 Service Manager Infrastructure that is
integrated with the other System Center components.
An automatically populated CMDB that is connected to the hybrid cloud infrastructure.
An enhanced alert lifecycle management process by connecting monitoring to the Service
Management platform.
The 24x7 service desk team requires a tool for creating, escalating and resolving Incidents.
Better root cause analysis through effective Problem Management.
A controlled Release and Change Management process including automatic approval workflows and
automated actions.
End User self-service capability with knowledge management and email integration to reduce the
number of telephone calls to the service desk.
Automated self-service resource provisioning for the hybrid cloud.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 1-33

Service Level Management, charge back and self-service reporting.


Extending Service Management by customizing the platform to meet the businesss needs.
MCT USE ONLY. STUDENT USE PROHIBITED
1-34 Service Management Overview

Module Review and Takeaways


Review Question(s)
Question: How does Service Manager manage Incident categorization?

Real-world Issues and Scenarios


Before you start to plan your Service Manager deployment, you should have a basic understanding of the
processes and procedures as defined in Microsoft Operations Framework and Information Technology
Infrastructure Library. To learn more about Microsoft Operations Framework, you can go here:
http://go.microsoft.com/fwlink/?LinkID=390245.
MCT USE ONLY. STUDENT USE PROHIBITED
2-1

Module 2
Installing System Center 2012 R2 Service Manager
Contents:
Module Overview 2-1
Lesson 1: System Center 2012 R2 Service Manager Architecture and Core
Components 2-3
Lesson 2: Hardware, Software and Security Requirements 2-9
Lesson 3: Planning and Sizing a System Center 2012 R2 Service Manager
Deployment 2-22
Lesson 4: Installing System Center 2012 R2 Service Manager 2-32
Lesson 5: Installing and Configuring the Service Manager Self-Service Portal 2-39
Lesson 6: Overview of the Service Manager Console 2-48
Lesson 7: Upgrading to System Center 2012 Service Manager 2-57
Lab A: Installing System Center 2012 R2 Service Manager 2-67
Lab B: Upgrading to System Center 2012 Service Manager 2-78
Module Review and Takeaways 2-84

Module Overview
Before you install Microsoft System Center 2012 R2 Service Manager in any environment, there are many
factors that you need to consider. First, you need to understand your current IT environment. This
includes how many users and computers are in the environment, how many work items such as Incidents
and Change Requests are created on a weekly or monthly basis, and how many analysts will be using the
Service Manager console. This information is critical in planning a successful deployment of Service
Manager, because it will be used to determine the hardware required for the various Service Manager
components.
Service Manager relies on Microsoft SQL Server to store its operational and Data Warehouse databases, so
careful consideration should also be given to the configuration of SQL Server when deploying Service
Manager. This includes the disk subsystem, memory, and database collation.
In this module, you will learn about the key components and architecture of Service Manager, including
the hardware and software requirements. You will also learn about the security requirements and
considerations that should be taken into account before, during and after deploying Service Manager.
You will learn how to install the various components of Service Manager, including where components
can and cannot be shared on the same computer.
Finally, you will learn how to upgrade an existing System Center Service Manager 2010 environment to
System Center 2012 Service Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
2-2 Installing System Center 2012 R2 Service Manager

Objectives
After completing this module, students will be able to:
Describe System Center 2012 R2 Service Manager architecture and core components.
Describe the Hardware, Software and Security requirements of System Center 2012 R2 Service
manager.
Plan and size a System Center 2012 R2 deployment.
Install System Center 2012 R2 Service Manager.
Install and configure the Service Manager Self-Service Portal.
Use the Service Manager Console to confirm a successful deployment.
Upgrade Service Manager 2010 to System Center 2012 Service Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-3

Lesson 1
System Center 2012 R2 Service Manager Architecture and
Core Components
A Service Manager deployment is comprised of five core components. Each component must be installed
on a domain-joined computer.
Before installing the Service Manager components, it is important to understand their functions and how
they communicate with each other. As this will help you both plan and troubleshoot a Service Manager
deployment.

Lesson Objectives
After completing this lesson, students will be able to describe the architecture and core components of:
Service Manager Management server
The Service Manager databases
Data Warehouse Management server
Service Manager console
Self-Service Portal

Service Manager Management Server


The Management server is the first component
that is deployed when Service Manager is installed.
The Management server manages work items such
as Changes and Incidents and also provides
management of users and tasks in Service
Manager. It has a direct connection to the Service
Manager database and the Data Warehouse
Management server and also provides a
connection point for the Service Manager console.
After it is installed, the Management server hosts
three Windows Services, as described in the
following table.

Service Manager
Management server Description
service name

Microsoft Monitoring The Microsoft Monitoring Agent service runs workflows that are defined by
Agent Management Packs and also monitors the health of the Management
server.

System Center Data The System Center Data Access Service provides the connection point to
Access Service the Service Manager database for the Service Manager console and Service
Manager connectors.

System Center The System Center Management Configuration Service provides


Management configuration settings for all Management servers in a Management Group
Configuration and provides the configuration for workflows that run in Service Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
2-4 Installing System Center 2012 R2 Service Manager

As mentioned in the table, the Management server also manages connectors to other System Center 2012
R2 components. This provides the ability for Service Manager to import and synchronize objects from
other System Center 2012 R2 components. including:
System Center 2012 R2 Configuration Manager
System Center 2012 R2 Operations Manager
System Center 2012 R2 Orchestrator
System Center 2012 R2 Virtual Machine Manager
Additionally, the Active Directory and Exchange connectors are managed by the Management server.
Service Manager connectors are covered in detail later in this course.
Multiple Management servers can be utilized in Service Manager. This approach provides several benefits,
including:
Load balancing.
An increased number of console connections.
Improved performance.
Disaster recovery.
When installing the first Management server in Service Manager, you are prompted for a Management
Group name. The Service Manager Management Group name has to be unique and cannot be changed
once the installation is complete. The Management group can be considered as a logical entity. The
settings, configuration and security roles apply to all Management servers in the same Management
group. The Management group defines the Management server and its associated databases.

For more information about the Service Manager parts, go to the following website.
System Center 2012 - Service Manager Parts

http://go.microsoft.com/fwlink/?LinkID=390247
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-5

Service Manager Database and Data Warehouse Databases


Service Manager relies on SQL Server to host its
databases. When you install the first Management
server, the Service Manager database is created for
you. The default name of the database is
ServiceManager. The Service Manager database
stores data relating to the various work items such
as Incidents, Problems, and Change Requests. It
also stores data relating to configuration items
such as Windows-based computers, users, and
groups. Additionally, it stores the configuration of
Service Manager itself, such as the names of the
Management server computers and the
Management Packs that have been imported.
If the Service Manager Data Warehouse is installed, there are several additional databases that Service
Manager uses to store data for reporting and analysis purposes. The Data Warehouse databases are
created when the Service Manager Data Warehouse Management server is installed. They include the
following databases.

Data Warehouse
Description
database name

DWStagingAndConfig These first three databases make up the Data Warehouse database. They
store data in different stages of manipulation to prepare the data for
DWRepository reports in Service Manager. Data is manipulated in the Data Warehouse
through Service Manager jobs, as follows:
DWDataMart The Extract job extracts data from the Service Manager database and
writes it to the DWStagingAndConfig database. Each time the job runs, it
extracts the delta from its previous run. This helps minimize the jobs run-
time. There are two extract jobs that run, one for the Service Manager
Management Group and one for the Data Warehouse Management
Group. By default, this job runs every five minutes.
The Transform job takes raw data from the DWStagingAndConfig
database and applies reformatting, aggregation, and cleansing to the data
and then stores the transformed data in the DWRepository database. By
default, this job runs every ten minutes.
The Load job queries data in the DWRepository database and then inserts
the data into the DWDataMart database. The DWDataMart database is
where all Service Manager reports obtain their data. By default, this job
runs every hour.

DWASDatabase The DWASDatabase is used to store online analytical processing (OLAP)


cube data that is used for data mining in Service Manager with SQL Server
Analysis Services.

OMDWDataMart The OMDWDataMart database is used to store data from Operations


Manager.

CMDWDataMart The CMDWDataMart database is used to store data from Configuration


Manager.

For more information about the databases created by Service Manager, go to the following website:
Databases Created by System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390248
MCT USE ONLY. STUDENT USE PROHIBITED
2-6 Installing System Center 2012 R2 Service Manager

Data Warehouse Management Server


The Data Warehouse Management server runs the
Extract, Transform, and Load jobs as described in
the Service Manager databases topic. These jobs
(or processes) extract data from the Service
Manager database and make it available in the
Data Warehouse databases. Additionally, the Data
Warehouse Management server is responsible for
grooming data from the Data Warehouse
databases.
During the installation of the Data Warehouse
Management server, you specify the SQL Server
database server where the DWStagingAndConfig,
DWRepository, and DWDataMart databases should be created. The OMDWDataMart and
CMDWDataMart databases are also created during the installation of the Data Warehouse Management
server. You can choose a different SQL Server database server for these two databases, which can be
useful when you are deploying Service Manager in a large enterprise when large amounts of data will be
collected and managed. By splitting the Data Warehouse databases and Data Warehouse datamarts, you
can improve performance of the Service Manager environment.
As you do when installing the Management server, you also specify a Data Warehouse Management
Group name when installing the Data Warehouse Management server. The name specified here must be
unique and cannot be the same Management Group name specified when you installed the Management
server, nor can it be the same name as any other Data Warehouse Management Group.
The Data Warehouse Management Group defines the Data Warehouse Management server and its
associated Data Warehouse databases.
After the Data Warehouse Management server is installed, the Service Manager Management Group is
then registered to the Data Warehouse Management Group. In large environments, multiple Service
Manager Management Groups can be created and registered with a single Data Warehouse Management
Group. This can be useful where management between departments or business units needs to be kept
separate. For example, each business unit can have a separate Service Manager Management Group that
is used to manage its own environment, but reporting can be shared across the whole organization.

Service Manager Console


The Service Manager console provides the
interface into Service Manager. Operators use the
various functions, such as Incident Management,
Problem Management, and Change Management
in the Service Manager console. The Service
Manager console is automatically installed when a
Service Manager Management server is installed,
but it can also be installed as a separate entity on
computers where administration of Service
Manager is required.
When you are logged onto the Service Manager
console as a Service Manager administrator, full
access to all of the Service Manager functions becomes available. The following table describes some of
the more common functions used within the six workspaces of the Service Manager console.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-7

Workspace
Common functions
name

Administration From the Administration workspace, you can configure several Service Manager
settings, such as data retention settings that define how long data should be
kept in the Service Manager database before it is groomed (removed).
Connectors to other System Center 2012 components are also created from here.
Management Packs can also be imported and deleted. In the Security node, user
roles can be configured; these are used to control access to Service Manager.

Library From the Library workspace, you can configure templates for managing work
items such as Incidents and Change Requests. You can also create request and
service offerings from here; these can be used to provide pre-authorized services
(such as Incident Requests) to end users. Queues can also be created here; these
can be used to group similar work items, such as all Incidents with a high priority.

Work Items From the Work Items workspace, you manage most of the IT Service
Management processes, such as Incident Management, Problem Management,
and Release Management. For example, from the Incident Management node
you can view, create, assign, and modify Incidents. Incidents can also be resolved,
closed, and activated from here.

Configuration Configuration items in Service Manager are used to store information about the
Items environment in which Service Manager is running, such as the users, computers,
groups, software, and software update configuration items. Configuration Items
are used when creating work items such as Incidents. When creating an incident,
you include configuration items such as the user it is assigned to, the computers
and users that are affected by the incident, and the software that the incident
relates to. You can view and edit configuration items from here. When Service
Manager connectors are created, the objects that are synchronized with Service
Manager can be seen and edited as configuration items here. Additionally, you
can manually create configuration items such as a software item or a business
service.

Data From the Data Warehouse workspace, you can manage the Data Warehouse jobs
Warehouse such as the Extract, Transform, and Load jobs that were discussed earlier. You can
view the status of these jobs and modify the schedule in which they run. You can
also manage the OLAP cubes and create Analysis Library folders where data
mining reports can be shared.

Reporting From the Reporting workspace, you can run several reports, including Incident
Management, Problem Management, and Release Management reports. For
example, the Incident Details report provides information relating to a specific
Incident, including the title, description, classification, affected services, affected
configuration items, and related activities.

Although this is covered in greater detail later in this course, it should be noted that access to the Service
Manager console is scoped based on user role membership. For example, opening the console by using a
user account that is a member of the Administrators user role provides access to all workspaces in the
console. Opening the console by using a user account that is a member of the Incident Resolvers user role
makes only the Work Items, Configuration Items, and Reporting workspaces available. This is because an
Incident Resolver does not need the ability to administer the Service Manager environment, so
workspaces that include the ability to use the administrative functions are removed.
MCT USE ONLY. STUDENT USE PROHIBITED
2-8 Installing System Center 2012 R2 Service Manager

Service Manager Self-Service Portal


The Self-Service Portal provides web-based access
to features of Service Manager and consists of two
elements:

Microsoft SharePoint 2010 Website


The SharePoint 2010 website is accompanied by
several applications that are built on Microsoft
Silverlight.

Web Content Server


The web content server is a web application that
runs on Internet Information Services. It provides
the link between the Silverlight applications and
the Service Manager database. By using the Self-Service Portal, users can access request and service
offerings that have been published in Service Manager. For example, when the Self-Service Portal is
installed, there is a Generic Incident Request offering that is automatically published to the portal. By
selecting the request, users can submit an Incident and include details such as the title, description,
category, and priority of the incident. After submitting the request, the user is given an incident request
(IR) number that can then be used to reference the request when contacting the helpdesk.
When an analyst opens the Service Manager console, the Incident can then be viewed in the All Incidents
view of the Work Items pane. More typically, however, a view that is scoped to display only Incidents
relevant to the analyst is used, such as the Tier 1, Tier 2, or Tier 3 view. As the analyst works on the
incident, he or she can update the action log and include details that the user can view in the portal. This
is useful because it provides a log history of actions performed when resolving Incidents, and it also keeps
the user who logged the incident updated. The user can also update the Incident from the portal by using
the User Input option. This updates the Incidents log entry in the Service Manager console so that the
analyst working on the Incident can also view the update.
When the analyst fixes the issue, he or she resolves the Incident in the Service Manager console, which
automatically resolves the Incident in the portal. The analyst can also add a comment when resolving the
Incident, which can also be viewed by the user in the portal.
Access to request and service offerings in the portal is controlled through the Service Manager user roles
and catalog item groups. By default, authenticated users are made members of the End Users user role in
Service Manager. This user role by default also has access to the Generic Incident Request catalog group.
The Generic Incident Request catalog items group contains the Generic Incident Request.
By using a combination of catalog item groups and user roles in Service Manager, you can restrict what
services are made available to end users of the Self-Service Portal.
For more information about the Self-Service Portal for Service Manager, go to the following website:
Self-Service Portal for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390249

Question: What are the three data warehouse jobs that take data from the Service Manager
database and make it available in the Data Warehouse database for reporting purposes?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-9

Lesson 2
Hardware, Software and Security Requirements
There are many scenarios in which Service Manager can be deployed. You should be aware of the
minimum hardware and software requirements of each Service Manager component for the environment
you will be deploying to (for example, development or production). In a development or test
environment, for instance, you might decide to host all Service Manager components on virtual machines.
This will allow you to deploy Service Manager much more quickly and will involve less administrative
overhead when you are managing it. In a production environment, however, you might decide to adopt
physical machines to host all or some of the Service Manager components. When you are using physical
machines, it becomes more important to understand both the minimum and recommended hardware
requirements, because upgrading a physical machine with disk, CPU, and memory resources is much more
costly and time consuming than performing the same procedure on a virtual machine. In large
organizations where there are thousands or tens of thousands of users, it is also important to understand
how Service Manager can be scaled to manage environments of this size.
Before installing Service Manager, you will need to be aware of the security requirements, such as the
accounts and permissions required to install Service Manager and to register the Data Warehouse
Management Group for reporting and analysis.
To host Service Manager Management Group or Data Warehouse Management Group components on a
separate network secured by a firewall, you will need to know which TCP/IP ports should be opened so
that Service Manager components can communicate and also the direction the data will travel through
the firewall.
For more information about the hardware requirements for Service Manager, go to the following website:
Hardware Requirements for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390250

For more information about the software requirements for Service Manager, go to the following website:
Software Requirements for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390251

Lesson Objectives
After completing this lesson, students will be able to describe the hardware and software requirements of
the:
Management server
Data Warehouse Management server
Service Manager Database server
Service Manager Data Warehouse database server
Service Manager console
Self-Service Portal Web Content server
Self-Service Portal SharePoint Web Parts
Describe the security accounts used by Service Manager
Describe the security account requirements for Service Manager connectors
Describe the communication ports used by Service Manager
MCT USE ONLY. STUDENT USE PROHIBITED
2-10 Installing System Center 2012 R2 Service Manager

Management Server Hardware and Software Requirements


The minimum hardware and software
requirements for a Service Manager Management
server are as follows.

Hardware Requirements

Management server hardware Requirement

Processor 4-core, 2.66-gigahertz (GHz), 64-bit CPU

Memory 8 gigabytes (GB)

Disk 10 GB of available disk space

Software Requirements
Management server software Requirement

Operating system The Windows Server 2008 R2 operating system


with Service Pack 1 (SP1) Standard, Enterprise, or
Datacenter
or
The Windows Server 2012 or Windows Server
2012 R2 Standard or Datacenter operating
system
or
A Server Core installation of Windows Server
2012 or Windows Server 2012 R2 (Standard or
Datacenter)

Additional software requirements ADO.NET Data Services Update for Microsoft


.NET Framework 3.5 Service Pack 1 (SP1) for
Windows Server 2008 R2
SQL Server 2008 R2 Native Client or SQL Server
2012 Native Client
Microsoft Report Viewer Redistributable
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-11

Data Warehouse Management Server Hardware and Software


Requirements
The minimum hardware and software
requirements for a Service Manager Data
Warehouse Management server are as follows.

Hardware Requirements

Data Warehouse Management server


Requirement
hardware

Processor 4-core, 2.66-GHz, 64-bit CPU

Memory 8 GB (if the Data Warehouse Management


Group and SQL Server Analysis Services are
installed on the same computer, then 16 GB
of RAM is required)

Disk 10 GB of available disk space

Software Requirements
Data Warehouse Management server
Requirement
software

Operating system Windows Server 2008 R2 SP1 Standard,


Enterprise, or Datacenter
or
Windows Server 2012 or Windows Server
2012 R2 Standard or Datacenter
or
A Server Core installation of Windows
Server 2012 or Windows Server 2012 R2
(Standard or Datacenter)

Additional software requirements SQL Server 2008 R2 Native Client or SQL


Server 2012 Native Client
MCT USE ONLY. STUDENT USE PROHIBITED
2-12 Installing System Center 2012 R2 Service Manager

Service Manager Database Server Hardware and Software Requirements


The minimum hardware and software
requirements for the Service Manager database
server are as follows.

Hardware Requirements

Database server hardware Requirement

Processor 8-core, 2.66-GHz CPU

Memory 8 GB of RAM for 20,000 users, 32 GB of RAM for 50,000


users

Disk 80 GB of available disk space


RAID Level 1 or Level 10 drive

Software Requirements
Database server software Requirement

Operating system Windows Server 2008 R2 SP1 Standard, Enterprise, or


Datacenter
or
Windows Server 2012 or Windows Server 2012 R2
Standard or Datacenter
or
A Server Core installation of Windows Server 2012 or
Windows Server 2012 R2 (Standard or Datacenter)

SQL Server SQL Server 2008 R2 SP1 Standard or Datacenter


or
SQL Server 2008 R2 SP2 Standard or Datacenter
or
SQL Server 2012 Enterprise or Standard (64-bit)
or
SQL Server 2012 SP1 Enterprise or Standard (64-bit)

SQL Server Collation The SQL Server collation settings should be configured in
accordance with the supported languages in your
environment. For more information on SQL Server collation
settings for Service manager visit the following website.
Language Support for System Center 2012 -
Service Manager
http://go.microsoft.com/fwlink/?LinkID=511026
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-13

Database server software Requirement

Additional software requirements SQL Server Reporting Services (SSRS)


The SQL Server and Analysis Services collation settings
must be the same for the computers hosting the Service
Manager database, Data Warehouse database, analysis
services database, and Reporting Services database.
SQL Server 2012 Analysis Management Objects

Service Manager Data Warehouse Database Server Hardware and Software


Requirements
The minimum hardware and software
requirements for the Service Manager Data
Warehouse database server are as follows.

Hardware Requirements

Data Warehouse database server


Requirement
hardware

Processor 8-core, 2.66-GHz CPU

Memory 8 GB of RAM for 20,000 users, 32 GB of RAM for


50,000 users

Disk 400 GB of available disk space


RAID Level 1 or Level (1+0) drive

Software Requirements
Data Warehouse database server
Requirement
software

Operating system Windows Server 2008 R2 SP1 Standard,


Enterprise, or Datacenter
or
Windows Server 2012 or Windows Server 2012
R2 Standard or Datacenter
or
A Server Core installation of Windows Server
2012 or Windows Server 2012 R2 (Standard or
Datacenter)

SQL Server SQL Server 2008 R2 SP1 Standard or Datacenter


or
MCT USE ONLY. STUDENT USE PROHIBITED
2-14 Installing System Center 2012 R2 Service Manager

Data Warehouse database server


Requirement
software
SQL Server 2008 R2 SP2 Standard or Datacenter
or
SQL Server 2012 Enterprise or Standard (64-bit)
or
SQL Server 2012 SP1 Enterprise or Standard
(64-bit)

SQL Server Collation The SQL Server collation settings should be


configured in accordance with the supported
languages in your environment. For more
information on SQL Server collation settings for
Service manager visit the following website.
Language Support for System Center
2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=511026

Additional Software Requirements SSRS


The SQL Server and Analysis Services collation
settings must be the same for the computers
hosting the Service Manager database, Data
Warehouse database, Analysis Services
database, and Reporting Services database.
SQL Server 2012 Analysis Management Objects

Service Manager Console Hardware and Software Requirements


The minimum hardware and software
requirements for the Service Manager console are
as follows.

Hardware Requirements

Service Manager console hardware Requirement

Processor 2-core, 2.0-GHz CPU

Memory 4 GB of RAM

Disk 10 GB of available disk space


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-15

Software Requirements
Service Manager console software Requirement

Operating system Windows 7


or
Windows 8
or
Windows 8.1
or
Windows Server 2008 R2 SP1
or
Windows Server 2012
or
Windows Server 2012 R2

Additional software requirements Microsoft Report Viewer Redistributable


Microsoft Excel 2007 or later installed in
order to view OLAP data cubes
ADO.NET Data Services Update for .NET
Framework 3.5 SP1 for Windows Server
2008 R2
SQL Server 2012 Analysis Management
Objects

Self-Service Portal Web Content Server Hardware and Software


Requirements
The minimum hardware and software
requirements for the Self-Service Portal web
content server are as follows.

Hardware Requirements

Self-Service Portal web content server


Requirement
hardware

Processor 8-core, 2.66-GHz CPU

Memory 16 GB of RAM for 20,000 users, 32 GB of


RAM for 50,000 users

Disk 80 GB of available hard disk space


MCT USE ONLY. STUDENT USE PROHIBITED
2-16 Installing System Center 2012 R2 Service Manager

Software Requirements
Self-Service Portal web content server
Requirement
software

Operating system Windows Server 2008 R2 (with or without


SP1) Standard, Enterprise, or Datacenter
or
Windows Server 2012 Standard or
Datacenter
or
Windows Server 2012 R2 Standard or
Datacenter

Additional software requirements Microsoft Internet Information Services (IIS)


7 with IIS 6 metabase compatibility installed
SQL Server 2012 Analysis Management
Objects

Self-Service Portal SharePoint Web Parts Hardware and Software


Requirements
The minimum hardware and software
requirements for the Self-Service Portal SharePoint
Web Parts are as follows.

Hardware Requirements

Self-Service Portal SharePoint Web Parts


Requirement
hardware

Processor 8-core, 2.66-GHz CPU

Memory 16 GB of RAM for 20,000 users, 32 GB of RAM


for 50,000 users

Disk 80 GB of available hard disk space

Software Requirements
Self-Service Portal SharePoint Web Parts
Requirement
software

Operating system Windows Server 2008 R2 (with or without SP1)


Standard, Enterprise, or Datacenter
or
Windows Server 2012Standard or Datacenter
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-17

Self-Service Portal SharePoint Web Parts


Requirement
software
or
Windows Server 2012 R2 Standard or
Datacenter

Other software requirements Microsoft SharePoint Foundation 2010


or
Microsoft SharePoint Server 2010
or
Microsoft SharePoint 2010 for Internet Sites,
Enterprise
If your Service Manager database uses SQL
Server 2012, then you must have Service Pack
1 applied to your SharePoint 2010 installation.

Service Manager Security Accounts


During the installation of Service Manager, you are
required to enter the credentials for many security
accounts that are used by the various Service
Manager components. This includes securing
administrative access to the Service Manager
console. Detailed in the following table is a
description of security accounts that are required
when the Service Manager Management server is
installed, the permissions they require, and how
they are used in Service Manager.

Service Manager Management Server


Security Accounts
Account Permissions required Used in Service Manager for

Management Must be a domain user or a This account or group is added to the


Group domain group. The account Service Manager Administrators user role
Administrators used to install Service Manager and controls who has administrative access
is automatically added to the to the Service Manager console.
group specified here.

Service Manager Must be a domain user. The This is account is used as the Service
Services account account specified here must be Manager Operational Database account.
a member of the local The System Center Data Access Service and
administrators group on the System Center Management Configuration
computer hosting the service are configured to log on with this
Management server. account.
This account is made a member of the
sdk_users and configsvc_users database
roles for the Service Manager database.

Service Manager Must be a domain user. Must This account is used to run Service
also be a member of the local Manager workflows such as the New
MCT USE ONLY. STUDENT USE PROHIBITED
2-18 Installing System Center 2012 R2 Service Manager

Account Permissions required Used in Service Manager for


Workflow account users group. If e-mail Service Request workflow. The account is
notifications are to be used in automatically added to the Service
Service Manager, then this Manager Workflows user role.
account must be mail enabled
and have an associated Simple
Mail Transfer Protocol (SMTP)
mailbox. Additionally for e-mail
notification, this account must
be made a member of the
Administrators user role in
Service Manager.

When the Service Manager Data Warehouse Management server is installed, the following security
accounts are also used.

Service Manager Data Warehouse Management Server Security Accounts


Account Permissions required Used in Service Manager for

Management Group Must be a domain user This account or group is added to the
Administrators or a domain group. Service Manager Data Warehouse
Administrators user role. As best practice,
this domain user or group is the same user
or group used when installing the Service
Manager Management Server.

Service Manager Services Must be a domain user. This account is used as the Data
account The account specified Warehouse System Run As account.
here must be a member This account is assigned to the software
of the local development kit (SDK) Service account and
administrators group on the Config account.
the computer hosting
The account is added as a member of the
the Data Warehouse
sdk_users and configsvc_users database
Management server. It
roles for the DWDataMart database.
must be the same
account that was The account is added as a member of the
specified as the Service db_datareader database role for the
Manager Services DWRepository database.
account when the The account is added as a member of the
Management server was configsvc_users database role for the
installed. Service Manager database.

Reporting account Must be a domain This account is used to retrieve data from
account. the DWDataMart database for reporting.
The account is added as a member to the
db_datareader database role for the
DWDataMart database.
The account is added as a member of the
reportuser database role for the
DWDatamart database.

Registering the Data Warehouse Management Group


After you have installed the Data Warehouse Management server, the Service Manager Management
Group must be registered with the Data Warehouse Management Group. The account used to register the
Management Groups must be a member of the Administrators user role in both Management Groups and
must be a member of the local administrators group on the Data Warehouse Management server.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-19

Security Account Requirements for Connectors


For Service Manager to be able to connect to
other System Center 2012 components and import
data for its configuration items, the relevant
connector must be configured with necessary
credentials. This configuration typically requires a
Run As account when the connector is created in
Service Manager.
The following table lists each Service Manager
connector and includes the permissions that the
Run As account needs so that it can import data
from the connected component. The Active
Directory Connector is also included here for
completeness.

Service Manager connector Permissions required

Active Directory Must be a member of the local users group on the Service Manager
Management server.
Must have permissions to bind to the Active Directory controller that
it will use to import data from.
Must have Read permission on the objects in Active Directory Domain
Services (AD DS), such as users, computers, groups, and printers.
Must be a member of the Advanced Operator user role in Service
Manager.

Configuration Manager Must be a domain account.


Must be a member of the local users group on the Service Manager
Management server.
Must be a member of the smsdbrole_extract and db_datareader roles
on the System Center Configuration Manager database.
Must be a member of the Advanced Operator user role in Service
Manager.

Operations Manager Alert Must be a domain account.


Must be a member of the local users group on the Service Manager
Management server.
Must be an Operations Manager Administrator.
Must be a member of the Advanced Operator user role in Service
Manager.

Operations Manager Must be a domain account.


Configuration Item Must be a member of the local users group on the Service Manager
Management server.
Must be an Operations Manager Operator.
Must be a member of the Advanced Operator user role in Service
Manager.

Orchestrator Must have Read and List permissions to the root Runbook folder and
all child objects in Orchestrator.
Must have the Publish permission to the root Runbook folder and all
child objects in Orchestrator.
MCT USE ONLY. STUDENT USE PROHIBITED
2-20 Installing System Center 2012 R2 Service Manager

Service Manager connector Permissions required

Virtual Machine Manager Must be a member of the local administrators group on the Virtual
Machine Manager server.
Must be a member of the Administrators role in Virtual Machine
Manager.
Must be a member of the Advance Operator role in Service Manager.

Note that as a best practice, a different account should be used for each connector. This ensures that a
separate process is created for each connector when it is used. Using the same account for multiple
connectors will result in a single process being created, which can cause performance-related issues.
For more information about accounts required during setup, go to the following website:
Accounts Required During Setup
http://go.microsoft.com/fwlink/?LinkID=390252

Service Manager Communication Ports


In order to ensure that data communication can
flow between the various Service Manager
components, it is important that the relevant
TCP/IP ports be open on the computers that host
each component. The following table details each
port, including the direction of data flow between
each Service Manager component.

Service Manager Port Assignments


Service Manager
TCP Port and direction Service Manager component
component

Service Manager console 5724 ---> Service Manager Management


server

Service Manager console 5724 ---> Data Warehouse Management


server

Service Manager 1433 ---> Remote Service Manager


Management server database

Service Manager 5724 ---> Data Warehouse server


Management server

Service Manager 5724 ---> Operations Manager Alert and


Management server CI connectors

Service Manager 389 ---> Active Directory connector


Management server

Service Manager 1433 ---> Configuration Manager


Management server connector
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-21

Service Manager
TCP Port and direction Service Manager component
component

Data Warehouse 1433 ---> Remote Data Warehouse


Management server database server

Data Warehouse 1433 ---> Remote Service Manager


Management server database server

Data Warehouse 2383 ---> SQL Server Analysis Services


Management server

SQL Server Reporting 1433 ---> Remote Data Warehouse


Services server database server

Web browser 80 ---> SSRS

Web browser [Configured during SharePoint Web Parts server


setup]
--->

Web browser [Configured during Web Content Server


setup]
--->

Web Content Server 1433 ---> Service Manager database

For more information about the port assignments for Service Manager, go to the following website:
Port Assignments for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390253

Question: What are the security requirements of the account used to register the Service
Manager Data Warehouse Management Group with the Service Manager Management
Group?
Verify the correctness of the statement by placing a mark in the column to the right.

Statement Answer

The Service Manager console cannot be installed on a computer running the


Windows 7 operating system.
MCT USE ONLY. STUDENT USE PROHIBITED
2-22 Installing System Center 2012 R2 Service Manager

Lesson 3
Planning and Sizing a System Center 2012 R2 Service
Manager Deployment
To ensure Service Manager can manage and scale service management needs of your organization, you
will need to plan and size the deployment accordingly.
There are several factors that should be considered when planning a Service Manager deployment, these
include the number of users and computers to be supported in the environment and an estimation of the
Incidents and Changes requests that may be generated. Additionally, if you plan to offer service request
fulfillment for your end-users you must have an understanding of the number of service requests you
expect to receive. These factors will impact the sizing of the Service Manager databases and hardware
required to run the Service Manager components.
In this lesson you will learn about the key factors that should be considered when planning for a Service
Manager deployment.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the key factors to be considered when planning for Service Manager.
Understand the High Availability options that are available in Service Manager.
Describe deployment scenarios for Service Manager.

Key Factors to be Considered When Planning for Service Manager


There are a number of key factors you will need to
take into account before a Service Manager 2012
R2 deployment can occur. These range from the
number of users to the amount of work items that
will be created.
The key factors include:
The number of users to support.
The number of computers to support.
The number of new Incidents expected to be
generated per month.
The number of new Change Requests expected to be created per month.
The number of Service Manager Consoles opened concurrently.
If the Service Manager Self-Service Portal is to be implemented.
If any connectors are going to be implemented.
There are two common bottlenecks when deploying and using Service Manager 2012 R2. The first is the
memory and disk I/O on the computer running SQL Server. A significant load and large data volumes
stored in the Service Manager databases will cause slow performance. In which case, better performance
will be achieved with additional memory and faster I/O subsystem resources.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-23

The second bottleneck is the amount of connected consoles to any Service Manager Management server.
You can relieve this by installing additional Service Manager Management servers solely for console
connection. If adding Service Manager Management servers to the Management Group is not possible,
then invest by making additional resources such as CPU and memory, available to the current Service
Manager Management servers.
The Service Manager Management servers and Service Manager databases should be on a low latency
network as performance will be significantly degraded if the network latency is high.
Response time of the Service Manager console will vary depending on the network latency between the
users computer and the Management server. The table below shows what to expect and any
recommendations.

Network Latency Result

Network latency < 100 milliseconds The response times in the Service manager console are
good.

Network latency 150 to 200 milliseconds The Service Manager console is usable but notes
performance degradation in some scenarios. If the
console is unusable plan to use RDC (Remote Desktop
Connection).

Network latency > 200 milliseconds The overall response times of the Service Manager
console are poor. Plan to use RDC for operational tasks

Microsoft provides a sizing tool for Service Manager 2012 R2. This tool gives you the ability to provide
details of your IT infrastructure and user base. It will then give an assessment of what IT infrastructure will
be needed for a production deployment of Server Manager 2012 R2. It will also provide a topology
diagram within a Visio document for the scenario it recommends.
For more information about the sizing tool including topology diagrams for various Service Manager
deployment scenarios, go to the following website:
Planning for Performance and Scalability in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=511027

As an example, the following output from the sizing tool gives a real world example of the hardware
requirements for a Service Manager deployment.
Contoso require a Service Manager infrastructure that will:
Contain 20,000 Computers
Support 20,000 Users
Have two new Incidents per month per computer
Have 2000 new Change Requests per month
Have 40 60 concurrent console connections
MCT USE ONLY. STUDENT USE PROHIBITED
2-24 Installing System Center 2012 R2 Service Manager

After configuring these values the sizing tool provides a complete infrastructure (including server
specifications) of what is required for Contosos Service Manager infrastructure. This is included in the
table below:

Role Hardware

Service Manager Management Server 2 disk RAID 1


8 GB RAM
4-core 2.66 GHz CPU
10 GB of available hard disk space

Data Warehouse Management Server 2 disk RAID 1


8 GB RAM
4-core 2.66 GHz CPU
10 GB of available hard disk space

Service Manager Database Server 4 disk RAID 1+0 (Data)


2 disk RAID 1 (Log)
8 - 16 GB RAM, depending on the size of the
expected database
8-core 2.66 GHz CPU

Data Warehouse Database Server 4 disk RAID 1+0 (Data)


2 disk RAID 1 (Log)
8 - 16 GB RAM, depending on the size of the
expected database
8-core 2.66 GHz CPU

Self-Service Portal: Web Content Server 1 GB of available hard disk space


8 - 16 GB RAM, depending on the size of the
expected database
4-Core 2.66 GHz CPU

Self-Service Portal: SharePoint Web Parts 80 GB of available hard disk space


8 GB RAM
4-Core 2.66 GHz CPU

Service Manager Database Size Retention for Work Items (days) - 90


Number of work items for computers/month -
42000
Total Size (GB) 40.90
Suggested Space Allocation with 50% buffer (GB)
61.35

Service Manager Data Warehouse Database Number of Days - 1095


Sizes DWStagingandConfig 122.70
Repository 368.10
DWDataMart 368.10
TempDB 306.75
DWASDataBase 110.43
Suggested Space Allocation with 50% buffer (GB)
1276.08
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-25

High Availability Options in Service Manager


High Availability in Service Manager is not
available on all components with the Service
Manager Management Group and Service
Manager Data Warehouse Management Group.
For example, neither the Service Manager
Management Server nor Data Warehouse
Management Server is cluster aware so they are
not supported in a clustered environment.
You can however deploy multiple Service Manager
Management Servers and provide load balancing
for Service Manager Console connections using
Microsoft Network Load Balancing (NLB). This
provides load balancing only for console connections however. Service Manager workflows that run on
the primary Service Manager Management Server are not load-balanced when multiple Service Manager
Management Servers are deployed.
If the primary Service Manager Management Server fails you must either promote a secondary Service
Manager Management Server to be the primary or install a new Service Manager Management Server
using the existing Service Manager Management Server encryption key that was created when Service
Manager was first installed. Alternatively you can restore the Service Manager Management Server from
backup.

Note: Recovering from a failed Service Manager Management Server is covered in detail in
Module 12 - Advanced Troubleshooting and Disaster Recovery.

We recommend installing an additional Service Manager Management Server for every 40 to 50 Service
Manager consoles that will be used in the environment.
High Availability for the Service Manager and Data Warehouse databases
High Availability for both the Service Manager and Data Warehouse databases can be provided through
either shared storage on a an SQL Server failover cluster or though SQL Server AlwaysOn Availability
Groups as described below:
Shared Storage SQL Server Failover Cluster
In this scenario SQL Server is deployed across a two-node active/passive cluster on either physical or
virtual servers. The Service Manager databases are located on shared storage from which the SQL Server
on the active cluster node provides access to Service Manager. If the active node fails the passive node
becomes active and takes over the role of providing access to the database.
SQL Server AlwaysOn Availability Groups
With SQL Server AlwaysOn Availability Groups the databases are replicated to provide complete
redundancy. If a member within the availability group fails another member which has an updated
synchronous copy of the databases will be used as a failover for the databases. Multiple members can be
added to provide additional redundancy.
Some of the key factors that should be considered when using SQL Server AlwaysOn with Service
Manager include:
The amount of storage needed for all Service Manager Databases.
The latency between computers that host SQL Server with SQL AlwaysOn functionality.
MCT USE ONLY. STUDENT USE PROHIBITED
2-26 Installing System Center 2012 R2 Service Manager

Only the default instance of a SQL Server instance is supported when SQL AlwaysOn functionality is
implemented. Named SQL Server instances are not supported for any Service manager 2012 R2
database when SQL AlwaysOn functionality is implemented.
Whether backup operations should run on the Service Manager database and DWDataMart database
when the availability group is running as a secondary replica.
For more information about configuring Service Manager with SQL Server AlwaysOn visit the following
website:
How to install Service Manager 2012 SP1 with a SQL 2012 AlwaysON Availability Groups?
http://go.microsoft.com/fwlink/?LinkID=523855

Service Manager Deployment Scenarios


To help you to understand the deployment
scenarios of Service Manager for different
organizations and their requirements, there are
four examples listed below:
Test Scenario
This scenario should only be used for evaluating
Service Manager 2012 R2 and would not be
recommended in a production environment.
Server 1 Service Manager Management Server,
Service Manager Database, SharePoint server/site
with the web content server and Service Manager
console.
Server 2 Service Manager Data Warehouse Management Server, Data Warehouse Databases

Server Hardware

Server 1 12 GB RAM
4-core 2.66 GHz CPU
100 GB of available hard disk space

Server 2 8 GB RAM
4-core 2.66 GHz CPU
100 GB of available hard disk space

This configuration gives you an environment that can support the maximum values shown below. This is
including all Service Manager connectors being enabled.

Description Value

Number of Supported Users 500

Number of Computers 500

New Incidents per month per computer 2

New Change Requests per month 20


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-27

Description Value

Number of Concurrent Consoles 2

Small Scenario
This scenario should be used in small environments with up to 2000 supported users.
Server 1 Service Manager Management Server, Service Manager Database, and Service Manager
console.
Server 2 Service Manager Data Warehouse Management Server, Data Warehouse Databases
Server 3 - SharePoint server/site with the web content server

Server Hardware

Server 1 12 GB RAM
8-core 2.66 GHz CPU
100 GB of available hard disk space

Server 2 8 GB RAM
8-core 2.66 GHz CPU
100 GB of available hard disk space

Server 3 4 GB RAM
8-core 2.66 GHz CPU
80 GB of available hard disk space

This configuration gives you an environment that can support the maximum values shown below. This is
including all Service Manager connectors being enabled.

Description Value

Number of Supported Users 501 - 2000

Number of Computers 2000

New Incidents per month per computer 2

New Change Requests per month 100

Number of Concurrent Consoles 10

Medium Scenario
This scenario would be used for a small to medium organization to provide a stable IT Service
Management solution for up to 5,000 users. Please refer to the maximum load table below to ensure that
this deployment scenario would fit your organization.
Server 1 Service Manager Management Server, Service Manager Database and Service Manager console.
Server 2 Service Manager Data Warehouse Management Server, Data Warehouse Databases
Server 3 - SharePoint server/site with the web content server

Server Hardware

Server 1 12 GB RAM
4-core 2.66 GHz CPU
MCT USE ONLY. STUDENT USE PROHIBITED
2-28 Installing System Center 2012 R2 Service Manager

Server Hardware
80 GB of available hard disk space

Server 2 12 GB RAM
4-core 2.66 GHz CPU
120 GB of available hard disk space

Server 3 16 GB RAM
8-core 2.66 GHz CPU
80 GB of available hard disk space

This configuration gives you an environment that can support the maximum values shown below. This
includes the Service Manager connectors being enabled.

Description Value

Number of Supported Users 2,001 to 5,000

Number of Computers 3000

New Incidents per month per computer 2

New Change Requests per month 150

Number of Concurrent Consoles 15 to 30

Large Scenario
This scenario would be used in a medium to large organization to provide a stable IT Service
Management solution for up to 20,000 users. Please refer to the maximum load table below to ensure this
deployment scenario fits your organization.
Server 1 Service Manager Management Server and Service Manager console.
Server 2 Service Manager Data Warehouse Management Server
Server 3 Service Manager Database Server
Server 4 Service Manager Data Warehouse Database Server
Server 5 Self-Service Portal with web content server
Server 6 Self-Service Portal with SharePoint web parts

Server Hardware

Server 1 8 GB RAM
4-core 2.66 GHz CPU
40 GB of available hard disk space (2 disk RAID 1)

Server 2 8 GB RAM
4-core 2.66 GHz CPU
40 GB of available hard disk space (2 disk RAID 1)

Server 3 8 - 32 GB RAM (database size depending)


8-core 2.66 GHz CPU
4 RAID 1+0 disks for data (Sized using the sizing
tool)
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-29

Server Hardware
2 RAID 1 disk drives for logs

Server 4 8 GB RAM
8-core 2.66 GHz CPU
4 RAID 1+0 disks for data (Sized using the sizing
tool)
2 RAID 1 disk drives for logs

Server 5 8 - 16 GB RAM (database size depending)


4-core 2.66 GHz CPU
40 GB of available hard disk space

Server 6 8 GB RAM
4-core 2.66 GHz CPU
80 GB of available hard disk space

This configuration gives you an environment that can support the maximum values shown below. This is
including all Service Manager connectors being enabled.

Description Value

Number of Supported Users 5,001 to 20,000

Number of Computers 20,000

New Incidents per month per computer 2

New Change Requests per month 2000

Number of Concurrent Consoles 40 to 50

Advanced Scenario
This scenario would be used in a medium to large organization to provide a stable IT Service
Management solution for to 20,000+ users. This scenario also includes the option of scaling out the
number of Service Manager Management servers to cope with additional users, computers, console
connections and an increased number of work items.
Please refer to the maximum load table below to ensure that this deployment scenario fits your
organization.
Server 1 Service Manager Management Server and Service Manager console.
Server 2 Service Manager Data Warehouse Management Server
Server 3 Service Manager Database Server
Server 4 Service Manager Data Warehouse Database Server
Server 5 Self-Service Portal with web content server
Server 6 Self-Service Portal with SharePoint web parts
Server 7 Additional Service Manager Management Servers.
MCT USE ONLY. STUDENT USE PROHIBITED
2-30 Installing System Center 2012 R2 Service Manager

Server Hardware

Server 1 12 GB RAM
4-core 2.66 GHz CPU
40 GB of available hard disk space (2 disk RAID 1)

Server 2 12 GB RAM
4-core 2.66 GHz CPU
40 GB of available hard disk space (2 disk RAID 1)

Server 3 16 - 32 GB RAM (database size depending)


8-core 2.66 GHz CPU
4 RAID 1+0 disks for data (Sized using the sizing
tool)
2 RAID 1 disk drives for logs

Server 4 16 GB RAM
8-core 2.66 GHz CPU
4 RAID 1+0 disks for data (Sized using the sizing
tool)
2 RAID 1 disk drives for logs

Server 5 8 - 16 GB RAM (database size depending)


4-core 2.66 GHz CPU
40 GB of available hard disk space

Server 6 16 GB RAM
4-core 2.66 GHz CPU
80 GB of available hard disk space

Server 7 Additional Service Manager 12 GB RAM


Management Servers 4-core 2.66 GHz CPU
40 GB of available hard disk space (2 disk RAID 1)

This configuration gives you an environment that can support the values shown below. If the
organizations needs increase more than the table shows, additional resources on existing servers and
additional servers may be required.

Description Value

Number of Supported Users 20,000+

Number of Computers 20,000 to 50,000+

New Incidents per month per computer 2

New Change Requests per month 2000+

Number of Concurrent Consoles 50+


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-31

Additional Notes
As organizations grow in size so must the IT Service Management infrastructure. As more consoles are
connecting and more computer and user objects are added, this has to be accounted for by increasing
the amount of memory and CPU on Service Manager Management servers and increasing the memory
and CPU on the Service Manager database servers.
If a huge increase of work items and user/computer objects occurs, then commission a new Service
Manager Management server to just handle console connection traffic. Ensure all console users connect to
the new Management server only to relieve the existing Management server from the workload.
The Service manager Self-Service Portal components shouldnt be installed on the same server as a
Management server. It is possible to install the Self-Service Portal on an existing Management server but it
will not be possible to de-install it at a later date.
It is possible to make the Service Manager Management server and Data Warehouse Management server
recoverable from a disaster, but this will only work if there is a pair of Management servers of the same
type. When the first Management server is installed into the environment an encryption key is created.
The encryption key must be backed up and kept as recovery will not be possible without it. If a
Management server falls into a disaster state and cannot be recovered, another Management server can
be promoted using the encryption key and the environment will keep functioning. For example, the
environment may have a secondary Management server that just handles console traffic. If the primary
Management server develops a fault, the secondary Management server can be promoted to become
primary.
Service Manager 2012 R2 now fully supports SQL Server 2012 AlwaysOn functionality. This functionality
gives the organization the ability to have the Service Manager databases on a highly available and
disaster recoverable solution. This functionality is the preferred solution due to the simplified deployment
and management experience compared to the traditional SQL cluster scenario that was used in previous
System Center versions.
For more information about SQL Server AlwaysOn for Service Manager, go to the following website:
SQL Server Requirements for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=511028

Question: Name three key factors that should be taken into account before deploying
Service Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
2-32 Installing System Center 2012 R2 Service Manager

Lesson 4
Installing System Center 2012 R2 Service Manager
Before installing Service Manager, you should understand the order in which the various components
should be installed. This includes the components of the Service Manager Management Group and the
Data Warehouse Management Group. You also need to know how the Service Manager Management
Group is registered with the Data Warehouse Management Group.
After installing the Service Manager Management Group and registering it with the Data Warehouse
Management Group, you should also be aware of the various data warehouse jobs that should be run in
order to make reporting available.

Lesson Objectives
After completing this lesson, students will be able to:
Install the Service Manager Management server.
Install the Service Manager Data Warehouse Management server.
Register the Service Manager Management Group with the Data Warehouse Management Group.

The Process of Installing the Service Manager Management Server


The Service Manager Management server is the
first component installed in a Service Manager
Management Group. During the installation, you
specify several settings for the Management
Group, including the Management Group name,
the database server name, the database name, and
the Service Manager Services account credentials.
You install the Management server by selecting
the Service Manager Management Server link
from the Service Manager Setup Wizard that starts
when you run Setup.exe from the Service Manager
media. During installation of the Management
server, the Service Manager database and Service Manager console are also installed.
The following table describes the settings that must be configured when you install the Service Manager
Management server by using the Service Manager Setup Wizard.

Service Manager Setup Wizard


page for Management server Description
installation

Product Registration On the Product Registration page, you can enter the Service
Manager product key or optionally choose to install an evaluation
edition. The latter option is useful if you are installing Service
Manager in a test or evaluation environment. If you select the
Install As An Evaluation Edition option, you can use Service
Manager as a 180-day trial. If an Evaluation Edition is selected it
wont be possible to enter a product key to get a full Service
Manager installation.

Installation Location On the Installation Location page, you can specify where the
installation files will be placed. The wizard also verifies that there is
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-33

Service Manager Setup Wizard


page for Management server Description
installation
enough free disk space on the selected drive.

Prerequisites\System Check On the System Check Results page, the hardware and software
Results prerequisites for the Service Manager Management server are
checked. The components checked include the memory,
processor, Windows service pack, and Microsoft Report Viewer
Redistributable. If any prerequisite is not met or if the check
results in a warning, resolution information is provided to assist
with resolving the identified issue.

Configure The Service Manager On the Configure The Service Manager Database page, you
Database specify the name of the database server and SQL Server instance
on which the Service Manager database will be installed. You can
also specify the database name, the initial size of the database,
and the data and log file paths for the database. If you are
installing a secondary Management server, the details specified
here are those of the existing Service Manager database server,
and the Use An Existing Database option is selected. The existing
database is then also selected.

Configure The Service Manager On the Configure The Service Manager Management Group page,
Management Group you enter a unique name for the Service Manager Management
Group. Typically the Service Manager Management Group name
represents the name of the organization or business unit in which
Service Manager is being installed. You also select a user or group
that will be configured as the Management Group administrators
on this page. This user or group is automatically added to the
Service Manager Administrators user role. Members of this user
role have full control in Service Manager.

Configure The Account For On the Configure The Account For Service Manager Services page,
Service Manager Services you specify whether the local system account or a selected
domain account should be used for the Service Manager Services
account. The credentials supplied here will be used for the System
Center Data Access Service and the System Center Management
Configuration service logon credentials.

Configure The Service Manager On the Configure The Service Manager Workflow Account page
Workflow Account you specify whether the local system account or a selected
domain account should be used for the Service Manager
Workflow account. The credentials specified here are used to
create the Workflow Run As account in Service Manager and are
also added to the Workflows user role.

After you have completed the Service Manager Setup Wizard, the Management server, Service Manager
database, and Service Manager console are installed. A link to the Service Manager console is
automatically added to the Start menu. By default, the Encryption Key Backup Or Restore Wizard is
started after you install the Management server. This is used to back up or restore the encryption key that
is used to secure sensitive data such as Run As accounts in the Service Manager database. In disaster
recovery scenarios, the encryption key is used to recover this data, so it is important that a backup of the
encryption key is taken. When a backup is taken, a password has to be specified to protect the backup. It
is important this password is backed up in a secure location.
MCT USE ONLY. STUDENT USE PROHIBITED
2-34 Installing System Center 2012 R2 Service Manager

For more information about how to install the Management server (two-computer scenario), go to the
following website:
How to Install the Service Manager Management Server (Two-Computer Scenario)
http://go.microsoft.com/fwlink/?LinkID=390254

For more information about how to back up the encryption key, go to the following website:
How to Back Up the Encryption Key in Service Manager
http://go.microsoft.com/fwlink/?LinkID=511029

The Process of Installing the Service Manager Data Warehouse


Management Server
The Service Manager Data Warehouse
Management server is the second Service Manager
component that is installed. It cannot be installed
on the computer that is running the Service
Manager Management server. During the
installation of the Data Warehouse Management
server, you specify several settings, including the
Data Warehouse database server and the Data
Warehouse Management Group name.
You install the Data Warehouse Management
server by selecting the Service Manager Data
Warehouse Management Server link from the
Service Manager Setup Wizard that starts when you run Setup.exe from the Service Manager media.
The following table describes the settings that must be configured when you install the Service Manager
Data Warehouse Management server by using the Service Manager Setup Wizard.

Service Manager Setup Wizard


page for Data Warehouse Description
Management server installation

Product Registration On the Product Registration page, you can enter the Service
Manager product key or optionally choose to install an
evaluation edition. The latter option is useful if you are
installing Service Manager in a test or evaluation environment.
If you select the Install As An Evaluation Edition option, you
can use Service Manager as a 180-day trial. If an Evaluation
Edition is selected it wont be possible to enter a product key
to get a full Service Manager installation.

Installation Location On the Installation Location page, you can specify where the
installation files will be placed. The wizard also verifies that
there is enough free disk space on the selected drive.

Prerequisites\System Check Results On the System Check Results page, the hardware and software
prerequisites for the Service Manager Data Warehouse
Management server are checked. The components checked
include the memory, processor, Windows service pack, and
SQL Server Analysis Management Objects. If any prerequisite is
not met or if the check results in a warning, resolution
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-35

Service Manager Setup Wizard


page for Data Warehouse Description
Management server installation
information is provided to assist with resolving the identified
issue.

Configure The Data Warehouse On the Configure The Data Warehouse Databases page, you
Databases specify the name of the database server and SQL Server
instance on which the DWStagingAndConfig, DWRepository,
and DWDataMart databases will be installed. You can
optionally use the Use An Existing Database option if the
databases already exist on a database server. This is useful in
disaster recovery scenarios where the Data Warehouse
Management server is being reinstalled due to a failure. Note
that the Service Manager encryption key must be restored on
the computer that will be hosting the Data Warehouse
Management server in a disaster recovery scenario.

Configure Additional Data On the Configure Additional Data Warehouse Datamarts page,
Warehouse Datamarts you specify the database server and SQL Server instance on
which the OMDWDataMart and CMDWDataMart databases
will be installed. You can also change the initial size of the
databases here. By default, 2,000 megabytes (MB) is
configured.

Configure The Data Warehouse On the Configure The Data Warehouse Management Group
Management Group page, you enter a unique name for the Service Manager Data
Warehouse Management Group. Typically the Data Warehouse
Management Group name represents the name of the
organization or business unit in which Service Manager is
installed. The name specified here cannot be the same name as
any other Service Manager Management Group. The prefix
DW_ is added to the Management Group name and cannot be
removed. You also select a user or group that will be
configured as the Management Group administrators on this
page. This user or group is automatically added to the Service
Manager Data Warehouse Administrators user role.

Configure The Reporting Server For On the Configure The Reporting Server For The Data
The Data Warehouse Warehouse page, you specify the report server name and
report server instance that will be used for Service Manager
reports. Additionally, you select the web service URL from
which the ReportServer is accessed. If the reporting server is
hosted on a remote computer, there are some additional steps
that must be performed before you can install the Data
Warehouse Management server. These steps are covered in
detail in the Service Manager Deployment Guide and include:
Copying Microsoft.EnterpriseManagement.Reporting.Code.dll
from the Service Manager installation media to the computer
that is hosting SSRS.
Adding a code segment to the rssrvpolicy configuration file on
the computer that is hosting SSRS.
Adding an Extension tag to the existing Data segment in the
rsreportserver configuration file on the same computer.
Before you can progress past this page in the wizard, you must
select the I Have Taken The Manual Steps To Configure The
Remote SQL Server Reporting Services As Described In The
Service Manager Deployment Guide check box.
MCT USE ONLY. STUDENT USE PROHIBITED
2-36 Installing System Center 2012 R2 Service Manager

Service Manager Setup Wizard


page for Data Warehouse Description
Management server installation

Configure The Account For Service On the Configure The Account For Service Manager Services
Manager Services page, you specify a domain account that should be used for
the Service Manager Services account. The Test Credentials
button is used here to confirm that the account has local
administrative rights and will be mapped to the relevant SQL
Server roles.

Configure The Reporting Account On the Configure The Reporting Account page, you specify the
credentials for a domain account that will be used to read the
Data Warehouse reporting data sources and generate reports.
The Test Credentials button is used here to confirm that the
credentials were accepted.

Configure Analysis Services For On the Configure Analysis Services For OLAP Cubes page, you
OLAP Cubes specify the name of the database server and SQL Server
instance on which the Data Warehouse OLAP cubes will be
installed. You can use the Use An Existing Database option if
you want to use an existing database; otherwise, by default, a
new database named DWASDatabase will be created. You can
optionally change the database name and the storage
directory in which the database will be stored.

Configure Analysis Services On the Configure Analysis Services Credential page, you
Credential specify the credentials for a domain account that will be used
to communicate with the datamarts. This account must be an
administrator on the computer hosting SQL Server Analysis
Services.

After you have completed the Service Manager Setup Wizard, the Data Warehouse Management server is
installed. By default, the Encryption Key Backup Or Restore Wizard is started after you install the Data
Warehouse Management server. This is used to back up or restore the encryption key that is used to
secure sensitive data in the Data Warehouse databases. In disaster recovery scenarios, the encryption key
is used to recover this data, so it is important that a backup of the encryption key is taken. When a backup
is taken, a password has to be specified to protect the backup. It is important this password is backed up
in a secure location.
For more information about how to install the Data Warehouse (two-computer scenario), go to the
following website:
How to Install the Service Manager Data Warehouse (Two-Computer Scenario)
http://go.microsoft.com/fwlink/?LinkID=390255

For more information about how to back up the encryption key, go to the following website:
How to Back Up the Encryption Key in Service Manager
http://go.microsoft.com/fwlink/?LinkID=511029
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-37

The Process of Registering the Service Manager Management Group with


the Data Warehouse Management Group
Before reporting and analysis of Service Manager
data can be performed, the Service Manager
Management Group must be registered with the
Data Warehouse Management Group. This
procedure allows for multiple Service Manager
Management Groups to be registered with a
single Data Warehouse Management Group. In
large organizations where multiple Service
Manager Management Groups are installed based
on business units or geographical locations, a
single Data Warehouse Management Group can
be used to provide reporting for all Management
Groups.
Registering with the Data Warehouse Management Group is performed by using the Register With Service
Manager Data Warehouse task that is available from the Administration workspace in the Service
Manager console.
When you select the Register With Service Manager Data Warehouse task, the Data Warehouse
Registration Wizard opens. The following table describes the pages of the Data Warehouse Registration
Wizard, including the settings that must be configured on each page.

Data Warehouse Registration Wizard page Description

Data Warehouse On the Data Warehouse page, you specify the


computer name of the Data Warehouse Management
server. The user running the wizard must have
administrator privileges in both the Service Manager
and Data Warehouse Management Groups. The Test
Connection button is used on this page to confirm
that connection to the Data Warehouse Management
server is successful.

Credentials On the Credentials page, you can select the Run As


account that should be used by the Data Warehouse
to connect to the Service Manager. The account
specified here will be made a member of the Service
Manager Administrators user role and will be granted
Read access to the Service Manager database.
Alternatively, you can create a new Run As account
that will be used.

Summary On the Summary page, you are shown the selected


Data Warehouse Management server and the Run As
account. You can complete the wizard by clicking the
Create button, or you can go back through the wizard
and make any relevant Changes.

After you have completed the Data Warehouse Registration Wizard, the registration is configured and the
Data Warehouse registration process is started. Before reporting can be used in Service Manager, there
are several Data Warehouse jobs that must have completed at least once.
MCT USE ONLY. STUDENT USE PROHIBITED
2-38 Installing System Center 2012 R2 Service Manager

How to Confirm that the Data Warehouse Registration Process Is Complete


After you have registered with the Service Manager Data Warehouse, the Management Packs in Service
Manager are imported into the Data Warehouse. This process can take up to three hours to complete. The
Data Warehouse registration is complete when all Management Packs have been imported.
To confirm that all Management Packs have been imported, you can use the synchronization job details
for the MPSyncJob. To do this, from the Data Warehouse workspace in the Service Manager console,
select the Data Warehouse Jobs view. In the details pane, select MPSyncJob. The synchronization job
details are displayed in the results pane. Registration is complete when the status column for all
Management Packs displays Associated or Imported.
After the Management Packs have been imported, the following four additional jobs are created in the
Data Warehouse Jobs view:
Extract_<Service Manager Management Group name>
Extract_<data warehouse Management Group name>
Load.Common
Transform.Common
If these four jobs do not appear, then you can manually run the MPSyncJob again by selecting the
Resume task from the Tasks pane after selecting MPSyncJob from the Data Warehouse Jobs view.
You can also edit the properties of the jobs in the Data Warehouse Jobs view and modify the schedule on
which they run. This is useful when jobs are taking longer than expected due to large amounts of data
being processed. For example, the MPSyncJob is scheduled to run every hour. By editing the properties of
the job, you can change the schedule so that it runs every two hours.
For more information about managing the Data Warehouse in Service Manager, go to the following
website:
Managing the Data Warehouse in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390256

Question: What is the first component that is installed when you are deploying a new
Service Manager Management Group?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-39

Lesson 5
Installing and Configuring the Service Manager Self-
Service Portal
After installing the Service Manager Management Group and Service Manager Data Warehouse
Management Group you should then install the Service Manager Self-Service Portal.
In addition, most organizations customize the Self-Service Portal to include the company logo and
change the look and feel of the portal to bring it more in-line with corporate standards. In this lesson you
will learn how to install the Self-Service Portal and customize it to include a company logo.

Lesson Objectives
After completing this lesson, students will be able to:
Install the Service Manager Self-Service Portal.
Update the Title and Image of the Self-Service Portal.
Add a Navigation Link to the Self-Service Portal.
Update the Theme of the Self-Service Portal.
Add an Announcement page to the Self-Service Portal.
Edit Web Parts in the Self-Service Portal.
Modifying the Language for the Self-Service Portal.

The Process of Installing the Self-Service Portal


The Self-Service Portal for Service Manager is built
on a SharePoint website and a Web Content
Server. The SharePoint website includes several
Silverlight applications that allow end users to
access Service Manager features through a web
browser.
The Self-Service Portal can be installed on one
computer, or the two elements can be split across
multiple computers, such as when SharePoint is
installed in a farm. In this configuration, the Web
Content Server is installed on the SharePoint
application servers, and the Web Parts are installed
to the web farm servers. To install the Self-Service Portal, you select the Service Manager Web Portal
option from the Service Manager Setup Wizard that starts when you run Setup.exe from the Service
Manager media.
Detailed in the following table are the pages of the Service Manager Setup Wizard, including the settings
that must be configured when you are installing the Service Manager Self-Service Portal.
MCT USE ONLY. STUDENT USE PROHIBITED
2-40 Installing System Center 2012 R2 Service Manager

Service Manager Setup Wizard page for Self-Service


Description
Portal installation

Portal Parts On the Portal Parts page, you select which


components you want to install. You can
install the web content server, the SharePoint
Web Parts, or both components at the same
time. For the purposes of this course, it is
assumed that both components will be
installed.

Product Registration On the Product Registration page, you


supply the name and organization that will
be used to identify the installation of the
Self-Service Portal. You must also accept the
license terms before proceeding past this
page.

Installation Location On the Installation Location page, you can


change where the installation files will be
placed for the virtual website. The default
location is C:\inetpub\wwwroot\System
Center Service Manager Portal. The disk
space available for the drive selected here is
also verified to have at least 1 GB free.

System Check Results On the System Check Results page the


hardware and software prerequisites are
verified, including memory, CPU, IIS,
ASP.NET, and SharePoint Server 2010. If any
prerequisites are not met or if the check
results in warning, information is supplied
that can be used to resolve the issue.

Configure The Service Manager Self-Service Portal On the Configure The Service Manager Self-
Name And Port Service Portal Name And Port page, you can
change the website name and port for the
Self-Service Portal. The default website name
is SCSMWebContentServer, and the default
port is 443. As this website will not be
accessed by users, it is best practice to
change the port to 444 if SSL is used. If
Secure Socket Layer SSL encryption is to be
used to provide a secure connection to the
website, an SSL Certificate must be installed
and selected here. If SSL is not required, the
Enable SSL Encryption option can be cleared
and the relevant port, such as 80, can be
added.

Select The Service Manager Database On the Select The Service Manager Database
page, you specify the database server, SQL
Server instance, and Service Manager
database that the Self-Service Portal will use.

Configure The Account For The Self-Service Portal On the Configure The Account For The Self-
Service Portal page, you enter the credentials
of a domain account that the Self-Service
Portal will use to access the Service Manager
database. The account specified will be
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-41

Service Manager Setup Wizard page for Self-Service


Description
Portal installation
added to the Service Manger Administrators
user role. The Test Credentials button on this
page is used to confirm that the credentials
are correct. It must be used before you can
continue.

Configure The Service Manager SharePoint Web Site On the Configure The Service Manager
SharePoint Web Site page, you specify the
name and port number for the SharePoint
website. You also specify the name of the
database server, SQL Server instance, and
database where the SharePoint database is
installed. If SSL is not used to encrypt the
connection, the Enable SSL Encryption option
can be cleared here and a different port can
be specified. By default, the port will be 444,
but best practice states that this should be
changed to 443 as users will access this page.

Configure The Account For The Service Manager On the Configure The Account For The
SharePoint Application Pool Service Manager SharePoint Application Pool
page, you enter the credentials for the
account that will be used for the SharePoint
application pool. The Test Credentials button
must be used to verify the credentials before
continuing.

Help Improve Microsoft System Center 2012 On the Help Improve Microsoft System
Service Manager Center 2012 Service Manager page, you
can opt to participate in the Customer
Experience Improvement Program. If this
option is if selected, data is collected relating
to the use of Microsoft applications and sent
to Microsoft to help improve those
applications.

Use Microsoft Update To Help Keep Your Computer On the Use Microsoft Update To Help Keep
Secure And Up-To-Date Your Computer Secure And Up-To-Date
page, you can opt to include Service
Manager when Microsoft updates are
checked, and specify whether a machine-
wide automatic update should be performed.

Installation Summary On the Installation Summary page, you can


view configuration settings that will be
applied when you install the Self-Service
Portal, such as the web content server
website port and SharePoint website name. If
necessary, you can go back through the
wizard and make any relevant changes
before clicking Install on this page.

After you click Install on the Installation Summary page, the Self-Service Portal is installed. When
installation is complete, the Setup Completed Successfully page displays the URLs that have been
configured for the web content server and the SharePoint site portal. The URL for the SharePoint site
portal points to the location from which users will access the Self-Service Portal. If there were any issues
MCT USE ONLY. STUDENT USE PROHIBITED
2-42 Installing System Center 2012 R2 Service Manager

during the installation, the link to the setup log can be used to view the installation log file and
troubleshoot any installation issues.
For more information about the Self-Service Portal for Service Manager, go to the following website:
Self-Service Portal for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390257

Updating the Title and Image


When the Self-Service Portal is opened, the Home
page is displayed along with a title and image at
the upper left of the page. One of the first
customizations that most organizations want to
make in the Self-Service Portal is to change the
title and replace the image with a company logo.
By default, the title is set to SMPortal and the
image is set to a .png file.
To change this, in the Self-Service Portal, from the
Site Actions menu, the Site Settings page is
opened. On the Site Settings page, under Look
And Feel, you select Title, Description And Icon.
On the Title, Description And Icon page, three sections can be edited as described in the following table:

Section Description

Title And Description In this section, you enter the title that will be displayed in the Self-
Service Portal. You can also include a description here. The title will
appear on every page in the Self-Service Portal.

Logo URL And In this section, you enter the URL of the image that should be
Description displayed next to the title. Many formats can be used for the image,
such as .bmp, .gif, and .png. The images should be a maximum of 60
60 pixels. For ease of use, you can copy the image to the images
folder of the Self-Service Portal, which is typically C:\Program
Files\Common Files\Microsoft Shared\Web Server
Extensions\14\template\images. Then in the Logo URL section you
specify the URL as
http://<ServerName:port>/_layoputs/images/imagename.gif. You can
also add a description here as well.

Web Site Address In this section, you change the website address that users type into
their browser to access the Self-Service Portal. By default, this is
http://<ServerName:port>/SMPortal. The SMPortal part of the
address can be changed here.

After making changes to these sections, the settings are applied immediately and will be shown in the
Self-Service Portal by refreshing the page or closing and then opening the Self-Service Portal.

For more information about how to update the portal title and image, go to the following webpage:
How to Update the Portal Title and Image

http://go.microsoft.com/fwlink/?LinkID=390317
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-43

Adding a Navigation Link


By default, there are four navigation links in the
Self-Service Portal. These are:
Home
Help Articles
My Requests
My Activities
By adding your own navigation links, you can
customize the portal to include links to internal or
external sources, such as an intranet or a search
engine.
To add a navigation link, you first open the Site Settings page from the Site Actions menu. On the Site
Settings page, under Look And Feel, you select Quick Launch. On the Quick Launch page, the New
Navigation Link option is used to add a new link. The following table describes the settings configured
when using the New Navigation Link option:

New Navigation Link


Description
settings

URL Here you enter the web address that will redirect the user when
the user selects the navigation link in the Self-Service Portal. For
example, http://bing.com.

Description An optional description of the link can also be included here. If a


description is not specified, then the URL is displayed as the
navigation link name.

Heading You can also create a new heading by using the New Heading
option (on the previous page) and then specify the heading here,
which is useful when grouping similar navigation links.

After adding navigation links, you can optionally change the order in which they are displayed in the Self-
Service Portal by using the Change Order option.
For more information about how to add navigation links, go to the following webpage:
How to Add Navigation Links
http://go.microsoft.com/fwlink/?LinkID=390318
MCT USE ONLY. STUDENT USE PROHIBITED
2-44 Installing System Center 2012 R2 Service Manager

Updating the Theme


The theme for the Self-Service Portal is used to
determine the color scheme and fonts that are
used for the heading and body text. By default,
the SMPortalTheme is set, which displays the blue
and light grey colors when using the Self-Service
Portal. A number of preset themes can be
selected, or you can completely customize a
theme by selecting relevant colors for specific
sections of the Self-Service Portal.
To change or customize the theme, open the Site
Settings page from the Site Actions menu. On the
Site Settings page, under Look And Feel, you
select Site Theme. On the Site Theme page, the current theme is displayed, including the colors and fonts
that are included as part of that theme.
To change the theme, you simply select a theme such as Azure in the right pane. The center pane changes
to show the colors that are used in the selected theme. You can then use the Preview button to preview
the theme before applying the changes to the Self Service Portal.

Note: If you receive an Unable To Generate Themed Styles For The Selected Theme error
message after clicking the Preview button, check that the currently logged-on user has Design
permissions to the site.

To customize a theme, you can also choose the Select A Color link that is provided for sections of the Self-
Service Portal, such as the Text/Background or Hyperlink sections. Additionally, you can change the font
that is used in the headings and body of the Self-Service Portal.
After you have finished customizing a theme, you click the Apply button to save the changes to the
theme and apply the settings to the Self-Service Portal, or you can press the Cancel button to discard any
changes you have made.
After you apply the settings, the changes appear immediately in the Self-Service Portal by refreshing the
webpage or closing and opening the Self-Service Portal.
For more information about how to update the portal theme, go to the following website:
How to Update the Portal Theme
http://go.microsoft.com/fwlink/?LinkID=390319
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-45

Adding an Announcement Page


Announcements can be used to notify end users
or administrators of important events that will
affect them and/or the Self-Service Portal. For
example, you might have a pending software
upgrade to the helpdesk system. In this case, an
announcement could be added to the Self-Service
Portal notifying end users that the helpdesk will be
unavailable during this time. This type of
Announcement is not the same as the
Announcements listed in the Administration pane
in the Service Manage Console.
To add an announcement to the Self-Service
Portal, you must first create a new navigation link that will be used to add an Announcements link to the
Self-Service Portal.
When creating the navigation link, you specify /SMPortal/Lists/Announcements/AllItems.aspx as the web
address and include a description such as Announcements.
This adds the Announcements navigation link to the Self-Service Portal. To create an announcement, you
click the Announcements link and then click the Add New Announcement link. This opens an
Announcements New Item window where you add the title, such as Helpdesk Closed, and the body, such
as Due To Upgrade.
You can optionally include an expiry date for the announcement, which is useful if you know when the
announcement will no longer be valid. Additionally, you can attach a file to the announcement. This is
useful when you want to include additional details, such as a document providing more information
about the announcement. Finally, you save the announcement to publish it to the Self-Service Portal.
When end users click the Announcement link in the Self-Service Portal, any published announcement will
be displayed by using the title that was added when the announcement was created. When you click an
announcement, the tile body, expires, and attachments information is displayed.
Users can then view any associated attachments, and if notifications have been configured in SharePoint,
they can use the Alert Me option to be notified when changes to the announcement have been applied.
For more information about how to add a portal announcement page, go to the following website:
How to Add a Portal Announcement Page
http://go.microsoft.com/fwlink/?LinkID=390320
MCT USE ONLY. STUDENT USE PROHIBITED
2-46 Installing System Center 2012 R2 Service Manager

Modifying the Help Articles Web Part


In addition to modifying the theme that is used for
the Self-Service Portal, you can also modify the
settings for individual Web Parts. For example, you
might want to change the style of the Help
Articles Web Part so that it uses a different font or
has a different foreground color than the rest of
the Self-Service Portal. This can be useful when
you need to highlight or draw attention to a
specific part of the Self-Service Portal.
To modify the style of the Help Articles Web Part,
you simply select Help Articles in the Self-Service
Portal and then from the Site Actions menus,
select Edit Page. In the Knowledge Article Web Part window that opens, move the mouse pointer to the
right side of the page, click the list, and then select Edit Web Part.
This opens the Web Parts properties where a number of settings can be changed, including the
background color for the page or the foreground color of the page title. Other settings that can be
changed include those listed in the following table.

Property Setting that can be modified

Page Title Font Family


Font Size
List Title Font Style

Article Title

Article Description

Create Request Button

After you have made any relevant changes, you can click the Apply and OK buttons to save and publish
the changes to the Self-Service Portal.
For more information about how to modify the Help Article Web Part, go to the following website:
How to Modify the Help Article Web Part
http://go.microsoft.com/fwlink/?LinkID=390321
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-47

Selecting the Self-Service Portal Language


When the Self-Service Portal is used in a
multilingual environment, it is important that end
users can use the features of the portal by using
their own language. In order to support multiple
languages in the Self-Service Portal, you must first
install the SharePoint 2010 language packs.
After you install the appropriate language pack,
you must run the SharePoint 2010 Products
Configuration Wizard to update SharePoint with
the new language packs.
There are two language pack versions available as
detailed in the following table.

Language pack version Download link

SharePoint 2010 Server http://go.microsoft.com/fwlink/?LinkID=390322

SharePoint 2010 Foundation http://go.microsoft.com/fwlink/?LinkID=390323

To configure language packs for the Self-Service Portal, you open the Self-Service Portal and from the Site
Actions menu, click Site Settings. On the Site Settings page, under Site Administration, you click Language
Settings. On the Language Settings page, you select the default language and any other languages that
should be made available to users in the Self-Service Portal.
Then from the Site Actions\Site Settings page, use the Quick Launch option to modify language settings
for Home, Help Articles, My Requests, and My Activities.
When end users log in to the Self-Service Portal, from the list on the upper-right side of the webpage,
they can use the Select Display Language option that will become available to change the language they
need the Self-Service Portal to be displayed in.
For more information about how to select the Self Service Portal language, go to the following website:
How to Select the Self Service Portal Language
http://go.microsoft.com/fwlink/?LinkID=390324

Verify the correctness of the statement by placing a mark in the column to the right.

Statement Answer

Both components of the Service Manager Self-Service Portal must be


installed on the same computer?
MCT USE ONLY. STUDENT USE PROHIBITED
2-48 Installing System Center 2012 R2 Service Manager

Lesson 6
Overview of the Service Manager Console
After the Service Manager components have been installed, you will need to learn how to navigate
through the various workspaces and views in the Service Manager Console.
This will help you understand where key administration and configuration tasks are performed such as
creating Incidents and Change Requests.
In this lesson you will be given an overview of the Service Manager Console. You will also learn some of
the key administration and configuration tasks that are performed in each workspace.

Lesson Objectives
After completing this lesson, students will be able to:
Describe key functions in the Administration workspace
Describe key functions in the Work Items workspace
Describe key functions in the Configuration Items workspace
Describe key functions in the Library workspace
Describe key functions in the Data Warehouse workspace
Describe key functions in the Reporting workspace

The Administration Workspace


The Administration workspace provides the
operator with options to configure the Service
Manager environment. This workspace is the
primary location for administrators of the
environment.
When the Administration workspace is first
opened, the central pane of the console displays
links to common administrator tasks without the
requirement of locating the same feature in the
left pane. These tasks include Registering a Data
Warehouse, Import Management Packs, Creating
connectors and Importing user Accounts. These
are good links to utilize when building a new Service Manager environment. The ability to quickly and
easily attach the Data Warehouse Management group to the new Service Manager environment is a key
function of the central pane.
The left pane contains multiple selections to allow the operator to manipulate the Service Manager
environment to fit the organizations needs. The table below summarizes each node in the left pane.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-49

Node Use

Announcements This provides an administrator with the ability to post an


announcement to administrators in the Service Manager Console.
Such as a planned maintenance of a Service Manager management
server. In addition, notification subscriptions can be configured so
that relevant users are notified via email with the details of the
outage.

Connectors The Connectors node provides administrators with the ability to


connect to other Microsoft technologies. This gives Service Manager
the ability to gather data from other sources such as Active
Directory or Configuration Manager.

Deleted Items This node gives the administrator the ability to restore mistakenly
deleted Configuration Items (CI). It is like a recycle bin for the
Configuration Management Database (CMDB).

Management Packs The Management Packs node gives an administrator of the


environment the ability to import new Service manager
Management Packs as well as export and delete Management
Packs.

Notifications This node allows an administrator to create notification rules that


will alert operators or end users with updates to work items. This
node also gives an administrator the ability to create notification
channels and notification templates.

Security The Security node provides an administrator with the ability to


manage user roles within the environment. You can also change
and store run as accounts within Service manager safely to be used
where needed in the application.

Service Level Management This node allows an administrator to set up service level objects
based on set criteria as governed by the organization.

Settings The Settings node allows an administrator to make global setting


changes to the different work item categories. It also allows changes
to knowledge and data retention settings.

Workflows This node allows administrators to create workflows that will


represent business processes in the organizations. Workflows for
Activity, Change, Incident, Configuration Management, Release
Record and Service Request work item types can be configured in
this node. The status of all workflows can be viewed with the ability
to disable user created workflows.
MCT USE ONLY. STUDENT USE PROHIBITED
2-50 Installing System Center 2012 R2 Service Manager

The Work Items Workspace


The Work Items workspace provides an operator
with a view into work items within the
environment. This is the primary workspace for an
operator of the Service Manager environment.
The Work Item workspace can be locked down to
an individual or group of users. This allows a rigid
structure to an IT service desk team allowing a
multiple tier system to be implemented. This also
allows larger organizations with separate Release
and Change Management teams to only access
what they require. Additional views can be created
under any of the six work item categories to
further customize the operator experience.
The left pane in the Work Items workspace offers six nodes to an operator (permissions depending). The
table below summarizes the available nodes.

Node Use

Activity Management This node contains all activity work items. It is sub-divided into the
different types of activity. When a sub-node from the activity node is
selected it is sub-divided again to show activity items. The items can
be viewed for the logged in user, All activities, completed and
cancelled activities as well as activities that are currently in progress.

Change Management The Change Management node contains all change work items for
the environment. When the node is selected it breaks down into sub
nodes which provide different views into Change Requests. These
include Changes for the logged in user, closed and cancelled
Changes, on hold and in review Changes, and completed Changes.

Incident Management This node contains all incident work items for the environment. When
the node is selected it expands into sub nodes which provide different
views into the organizations Incidents. These include Incidents
assigned to the logged in user, all open Incidents, Incidents with
service level breaches, overdue and pending Incidents.

Problem Management The Problem Management node contains all Problem work items for
the environment. When the node is expanded into its sub nodes, it
provides different views of the Problem work items. These include the
logged in users Problems, active known errors, active Problems,
closed Problems and resolved Problems.

Release Management Folder This node contains all Release Management records for the
environment. When the node is expanded into its sub-nodes, it
provides multiple views into the environments Release records. These
include the logged in users or users group Release records, failed or
cancelled Release records and completed Release records.

Service Request Fulfillment The Service Request node contains all service requests for the
environment. When the node is expanded into its sub-nodes, it
provides multiple views into completed and outstanding Service
Requests. These include Service Requests assigned to the logged in
user, cancelled and failed Requests, Requests breaching service levels
and completed Service Requests.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-51

The Configuration Items Workspace


The Configuration Items workspace provides
multiple views into the Configuration
Management database (CMDB). This workspace
primarily used by advanced operators.
All CMDB data within the environment can be
viewed from this workspace. The data is populated
most commonly through connectors, although the
Configuration Items workspace allows a user to
manually create data for the CMDB.
There are multiple built-in views that are created
at install time. More specific or granular views can
also be created within this workspace. Folder and
custom views can also be created to suit the organizations needs.
The left pane in the Configuration Items workspace offers eight nodes to an operator (permissions
depending). The table below summarizes the available nodes.

Node Use

Builds This node gives an unfiltered view of all builds within the IT environment.
The build item defines software and its version for a Release package for
instance, 32bit and 64bit versions of software. This data will be created
manually using this node.

Business Services The Business Services node gives an unfiltered view of all Business
Services within the IT environment. This data is automatically populated
by the Operations Manager CI connector (if Operations Manager is used
by the organization). Within Operations manager it would be a
Distributed Application Diagram (DAD model). Additional Business
Services can be added manually within this node if required.

Computers This node gives an unfiltered view of all computers within the
IT environment. This data is automatically populated by the Active
Directory, Operations Manager CI and Configuration Manager connector.
Additional computers can be added manually from within this node. Sub-
node views display filtered information on computers with active Change
Requests and active Incidents attached to them.

Environments The Environments node gives an unfiltered view of all environments that
can be used with Release packages. For instance for test and
development, pre-production and production environments. This data
will be created manually using this node.

Printers This node gives an unfiltered view of all printers within the organization.
This data is automatically populated by the Active Director connector.
Additional printers can be added manually from within this node.

Software The Software node provides reference information on what software is


installed within the IT environment. This data is automatically populated
by the Configuration Manager connector (if Configuration Manager is
used by the organization). Software information can be added manually
from within this node. Sub-node views display filtered information on
updates with active Change Requests and active Incidents attached to
them.
MCT USE ONLY. STUDENT USE PROHIBITED
2-52 Installing System Center 2012 R2 Service Manager

Node Use

Software Updates This node provides reference information on the software updates within
the IT environment. This data is automatically populated by the
Configuration Manager connector (if Configuration Manager is used by
the organization and Configuration Manager is used for software
updates). Software update information can be added manually from
within this node. Sub-node views display filtered information on updates
with active Change Requests and active Incidents attached to them.

Users This node gives an unfiltered view of all users that have been either
imported into the CMDB via the Active Directory connector or created
manually within the Service Manager console. By default it will limit the
view to the first 500 users but search functionality is available.

The Library Workspace


The Library workspace provides an advanced
operator with the functionality to tailor the Service
Manager environment to the organizations
requirements. This workspace is primary used by
administrators and advanced operators.
The nodes within this workspace allow
customizations to fields in drop down list boxes
within Work Items. It also allows modifications to
the queues so that the structure of the IT Service
Desk can fit within the Service Manager
environment.
Templates can be created to auto-populate new
work items with constant text. Groups can be utilized to manage configuration items to keep objects from
the same or different classes together.
The service catalog that is presented to end users through the self-service portal is configured in this
workspace. The knowledge that is captured from a resolved incident or Problem is created in this
workspace.
The left pane in the Library workspace offers eight nodes to an advanced operator (permissions
depending). The table below summarizes the available nodes.

Node Use

Groups The Groups node gives the operator an unfiltered view into all
groups that have already been created. It also gives a link to
create new groups. Groups are collections of Configuration
Management database (CMDB) objects. The default groups are
Generic Incident Request Catalog Items Group and Global
Operators Group.

Knowledge This node contains sub-nodes that will display available


knowledge articles to operators and published knowledge
articles for users. The sub-nodes filter views based on archived,
draft and published articles. There is also an unfiltered view
which displays all articles. New knowledge articles can be
created from this node.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-53

Node Use

Lists The Lists node displays an unfiltered view of all lists that are
present in the Service Manager environment. Lists contain the
selections for a user to choose from when a drop down is
present in a work item or knowledge article. Any list can be
selected from the central pane and edited to meet the needs of
the organization. This does not include configuration items.

Queues This node displays an unfiltered view into all queues in the
Service Manager environment. Queues group work items based
on a specific criteria which could be based on user, priority of
work item or what tier an item has been assigned to. New
queues can be created in this node.

Runbooks The Runbooks node displays all runbooks that are present in the
Orchestrator environment that the Orchestrator connector has
connected to. This is a read-only view and is used for reference
only. However, the runbooks listed here can be used in runbook
activities in the Service manager environment.

Service Catalog This node contains two sub-nodes of Request Offerings and
Service Offerings. The request offering node is an action or item
that is available to end-users via the selfservice portal. The
service offering is how multiple request offerings are grouped
together and displayed in the self-service portal. Under both
sub-nodes, there are further sub-nodes that provide filtered
views of draft and published offerings including an unfiltered
view all.

Tasks The Tasks node provides an unfiltered view of all tasks in the
Service Manager environment. A task is where a command line is
run with optional parameters to perform an action in or outside
of the Service Manager environment. The task appears as a link
in the Service Manager console when the appropriate work item
is selected. Tasks can be created in this node manually.

Templates This node displays all templates within the Service Manager
environment. Templates are pre-populated forms that can be
used when creating any work item. New templates can be
created in this node manually

The Data Warehouse Workspace


The Data Warehouse workspace gives an
administrator the ability to change settings and
functionality of the Service Manager Data
Warehouse that has been registered to this Service
Manager environment.
The Data Warehouse within a Service Manager
environment resides on its own Management
group. It contains all the same components as the
Service Manager Management group. The Data
Warehouse has three primary functions, which are:
1) improving performance by extracting data from
MCT USE ONLY. STUDENT USE PROHIBITED
2-54 Installing System Center 2012 R2 Service Manager

the Service manager database, 2).providing long term data storage in a more manageable way and 3)
using historical data for reports by using SQL reporting services within the Data Warehouse Management
group.
The workspace gives an administrator the ability to check which Management Packs have been
synchronized across to the Data Warehouse Management group. The same user can also check what Data
Warehouse jobs are running and will have the ability to trigger them manually.
An administrator of the Data Warehouse Management group can also view the OLAP cubes, analysis
libraries and change user roles.
The left pane in the Data Warehouse workspace offers six nodes to an administrator. The table below
summarizes the available nodes.

Node Use

Analysis Libraries The Analysis Libraries node provides a list of all libraries that have
been added to the Service Manager environment. The libraries are file
storage areas, such as network shares, used to store Microsoft excel
data files. Analysis library folders can be added from this node.

Cubes This node displays a list of all the OLAP cubes available to Data
Warehouse operators. OLAP cubes provide rapid analysis of large
amounts of data by searchable access at any data point. OLAP cubes
are processed everyday by default but can be triggered manually in
this node. Until the cube has been processed the work items that
have been modified or created will not show in reports.

Data Sources The Data Sources node displays all data sources that are registered to
this Service Manager Management group. A typical install will only
have two once a Data Warehouse is registered but a Data Warehouse
can be attached to multiple Service manager environments. A new
data source can be added in this node.

Data Warehouse Jobs This node displays all the Data Warehouse jobs that are executed in
this Service Manager environment. These jobs transform, move and
sync data between the Management groups. All jobs are on a
schedule but can be executed manually in this node.

Management Packs The Management Packs node displays all Management Packs that
exist in the Data Warehouse Management group. The Management
Packs will have been imported during install or synchronized across
from the Service Manager Management Group. A manual restart of
Management Pack deployment can be triggered in this node.

Security The Security node provides a Data Warehouse administrator the


ability to manage user roles within the Data Warehouse Management
group. It also provides the ability to change and store run as accounts
within the Service Manager Data Warehouse Management group
safely, to be used where needed in the application.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-55

The Reporting Workspace


The Reporting workspace provides a selection of
out of the box reports developed by Microsoft
using SQL reporting services and the Service
Manager Data Warehouse. This workspace will be
primarily used by service desk managers and
report operators.
Reports allow the organization to view trends and
data from across the business environment. There
are many reports available to a reporting operator
across all aspects of work and configuration items.
For example, a report can be easily generated that
will display the number of Incidents a particular
service desk operator has completed over a specified period. Reports can be used to identify high risk or
costly computers in the IT environment by ascertaining how many Incidents have been created with a link
to them. The Service Manager environment is not bound to just out of the box reports, the flexibility is
there for a SQL report developer to create custom reports for the organization.
The left pane in the Reporting workspace offers eight report nodes to a report operator. The table below
summarizes the available nodes.

Node Use

Activity Management This node contains reports that will query the activity class. They
include reports that will provide a list of all activities, just manual or
review activities and the distribution of activities.

Change Management This node contains reports that will query the Change request or
Change Management class. They include reports that will provide a KPI
trend, details about an individual Change and a list of all Changes.

Configuration This node contains two reports that will query the computer class in the
Management CMDB. One will provide a computers details based on records held in
the CMDB and the other will provide a list of computers held in the
CMDB.

Configuration Manager This node contains one report that will show power activity for
computers in the CMDB

Incident Management This node contains reports that will query the Incident record or
Incident Management class. They include reports that will provide a KPI
trend, details about an individual incident and a list of all Incidents.

Problem Management This node contains reports that will query the Problem record or
Problem Management class. They include reports that will provide a list
of configuration items with the most Incidents linked to it, an individual
Problem and its details and a list of all Problems.

Release Management This node contains two reports that will query the Release record or
Release Management class. One report will list Release records and the
other will provide details of an individual Release record.

Service Management This node contains two reports that will provide a report on the KPI
trends and the other will provide a scorecard-like report on the health
of a service.
MCT USE ONLY. STUDENT USE PROHIBITED
2-56 Installing System Center 2012 R2 Service Manager

Demonstration: Using the Service Manager Console


In this demonstration you will see the various workspaces in the Service Manager Console.

Demonstration Steps
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager console

Pane All

View All

2. Open the Service Manager console and then review the various options that are available in the
following panes:
Administration
Library
Work Items
Configuration Items
Data Warehouse
Reporting
3. Close the Service Manager console and log off LON-SM1.

Note: It can take up to 5 minutes for the reporting pane to appear.

Question: In which workspace would you create an Incident in the Service Manager console?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-57

Lesson 7
Upgrading to System Center 2012 Service Manager
In organizations where Service Manager 2010 has been deployed and has been in use for a significant
amount of time, there will undoubtedly be a large amount of data collected relating to Incidents,
Problems, and Changes that have occurred in the IT environment. Additionally, there will be a lot of
reporting data in the Data Warehouse databases that is used to report on various Incidents and activities
that have occurred.
In this scenario, where organizations wish to use the new features of Service Manager such as Service
Request Fulfillment and the new Self-Service Portal, it is important you understand how Service Manager
is upgraded to allow them to continue to use the data already collected by Service Manager 2010.
As part of your upgrade plan you should also consider the hardware and software requirements for
Service Manager 2012.
Additionally you may have existing customizations that have been applied in Service Manager 2010 that
you want to be made available after upgrading to System Center 2012 Service Manager.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the steps involved when planning to upgrade to System Center 2012 Service Manager.
Describe the component upgrade order when upgrading to System Center 2012 Service Manager.

The Process of Planning the Upgrade From Service Manager 2010 to


System Center 2012 Service Manager
Before you upgrade to System Center 2012 Service
Manager, it is important that you plan the
upgrade accordingly. For example, the
components must be upgraded in a specific order,
and there is additional software that is required by
System Center 2012 Service Manager that must be
installed before upgrading Service Manager 2010.
The only upgrade approach from Service Manager
2010 to System Center 2012 SP1 that is supported
is an in-place upgrade. In an in-place upgrade, the
same hardware is used and is upgraded in place.
Other upgrade approaches, such as side-by-side
and rolling upgrades, are not supported. Before you upgrade Service Manager 2010, you should ensure
that SP 1 and Cumulative Update 3 (CU3) have been applied.
It is recommended that you install Service Manager 2010 SP1 CU3 in a test environment first and replicate
the production databases to it. This will allow you to test the upgrade fully before upgrading the
production environment.
MCT USE ONLY. STUDENT USE PROHIBITED
2-58 Installing System Center 2012 R2 Service Manager

Hardware and Additional Software Requirements


Before upgrading to System Center 2012, you should ensure that the computers to be upgraded meet the
minimum hardware recommendations. Additionally, you should ensure that all relevant software
requirements for System Center 2012 Service Manager are met.
This is important, because there have been some changes in software requirements in System Center 2012
Service Manager. For example, the Service Manager console is no longer supported on Windows XP.
Similarly, computers that run Windows Vista must have Service Pack 2 installed.
It is also important to note that the Service Manager and Data Warehouse Management servers are no
longer supported on Windows 2008. Windows Server 2008 R2 is supported, as long as SP1 has been
applied.
There is also additional software that is required by System Center 2012 which includes:

Windows PowerShell 2.0


This is required for both the Service Manager Management server and Data Warehouse Management
server. For the Service Manager console, either Windows PowerShell 1.0 or Windows PowerShell 2.0 can
be used.

SQL Server Analysis Services (SSAS)


This is required by the Data Warehouse reporting, so that it can work with the OLAP cubes.

SQL Server 2008 R2 Native Client


This is required by the Service Manager Management server and the Data Warehouse Management
server.

ADO.NET Data Services Update for .NET Framework 3.5 SP1


This is required by the Service Manager Management server, Data Warehouse Management server,
Service Manager console, and for the computers hosting the Service Manager and Data Warehouse
databases.

Analysis Management Objects (AMOs)


This is required by the Service Manager console in order for it to work with SSAS.

Silverlight 4
This is required by client computers that access the Service Manager Self-Service Portal. The Self-Service
Portal has been completely redesigned in System Center 2012 Service Manager. For this reason, this
component must be installed as new.

.NET Framework 4
For System Center 2012 SP1 Service Manager only, for computers running Windows Server 2012, the
Service Manager portal SharePoint site requires ASP.NET 4.5 for the Web Server role. This is not to be
confused with the ASP.NET 4.5 for the .NET Framework 4.5 feature.

SharePoint 2010
This is required for the Service Manager Self-Service Portal.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-59

Upgrade Order When Upgrading from Service Manager 2010 to System


Center 2012 Service Manager
As mentioned in the previous topic, it is
recommended that the upgrade from Service
Manager 2010 to System Center 2012 Service
Manager be performed in a test environment first.
By replicating your production environment in a
test environment, including replicating the data,
you can fully test the upgrade procedure and
ensure that the features and functionality of the
upgraded environment work as expected.
The upgrade must be performed in a specific
order, and timing of the upgrade is also important.
Detailed in the following table are the upgrade
steps that must be followed, including the order in which they should be performed.

Service Manager 2010 to System Center


Description
2012 Service Manager upgrade step

Perform a backup of the existing data A backup of all Service Manager databases, including
the Data Warehouse databases, should be made. The
encryption key should also be backed up. Additionally,
any unsealed Management Packs should also be
backed up.

Upgrade the Data Warehouse Management The first component to upgrade is the Data
server Warehouse Management server. During the upgrade,
the Data Warehouse jobs are stopped and will not be
started again until after the upgrade is complete.

Upgrade the Service Manager Management After the Data Warehouse Management server is
server upgraded, the Service Manager Management server is
upgraded. If there is more than one Service Manager
Management server in the environment, the Service
Manager Management server that was installed first
should be upgraded first. Additionally, any other
Service Manager Management servers should be
upgraded during this step.

Upgrade the Service Manager consoles After all Service Manager Management servers are
upgraded, the Service Manager consoles should be
upgraded.

Restart the Data Warehouse jobs After the Service Manager consoles and any additional
Service Manager Management servers have been
upgraded, the Data Warehouse jobs should be
restarted.

Install the Service Manager Self-Service Because the Service Manager 2010 web portal cannot
Portal be upgraded, a new installation of the Service
Manager Self-Service Portal should be performed.

When performing the upgrade from Service Manager 2010 to System Center 2012 Service Manager, you
should also take into account the upgrade timing. For example, after upgrading the Data Warehouse
Management server, you must upgrade the Service Manager Management server and install the Self-
Service Portal. This is because the MPSyncJob that is included with the System Center 2012 Service
MCT USE ONLY. STUDENT USE PROHIBITED
2-60 Installing System Center 2012 R2 Service Manager

Manager Data Warehouse will not work with the Service Manager 2010 Management server or Self-
Service Portal. Additionally, after you have upgraded the first Service Manager Management server, you
must upgrade the Service Manager consoles, additional Service Manager Management servers, and Self-
Service Portal at the same time.
For more information about upgrade planning for System Center 2012 - Service Manager, go to the
following website:
Upgrade Planning for System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390258

To confirm a successful upgrade you should perform the following tasks:


Create new incident and Problem work items.
Check if the workflows are running correctly.
The Data Warehouse jobs have all run successfully since the upgrade.
Reports can be generated from the console.
Email notifications are sending correctly.
Check Operations Manager event log on all Management servers.
Check user accounts can still log onto the console.

Upgrading to System Center 2012 SP1 Service Manager


Upgrading from System Center 2012 Service
Manager to System Center 2012 SP1 involves
planning and preparation. It is recommended that
before you upgrade a production environment to
System Center 2012 SP1 Service Manager you
install a lab environment with System Center 2012
Service Manager which includes a replica of your
production databases and then test the upgrade
to System Center 2012 SP1 Service Manager.
When you are satisfied that the upgrade was
successful you can then apply the upgrade in the
production environment.
One of the main reasons for this recommendation is that the only upgrade path to System Center 2012
SP1 Service Manager is an in-place upgrade. This is where the existing Service Manager components are
upgraded. Side-by-side or rolling upgrades are not supported.
For more information about configuring a lab environment with production data to test an upgrade to
System Center 2012 SP1 Service Manager visit the following website:
Setting Up a Service Manager 2012 Lab Environment with Production Data
http://go.microsoft.com/fwlink/?LinkID=523856

Note that you can only upgrade to System Center 2012 SP1 Service Manager from System Center 2012
Service Manager. You cannot upgrade from Service Manager 2010 directly to System Center 2012 SP1
Service Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-61

Hardware and Software Requirements when upgrading to System Center 2012 SP1 Service
Manager
The hardware requirements for System Center 2012 Service Manager are the same for System Center
2012 SP1 Service Manager so you will not need to upgrade or replace any hardware in your existing
environment. There are two software requirements that you should be aware of however:
Service Manager 2012 Cumulative Update 2: Before you can upgrade to System Center 2012 SP1
Service Manager you must upgrade your existing System Center 2012 Service Manager environment
with Cumulative Update 2 (CU2),
SQL Server 2012 Analysis Management Objects are required for the Service Manager and Data
Warehouse Databases. This requirement exists regardless of which SQL Server version you are using
to host the Service Manager databases.
You can download CU2 for System Center 2012 Service Manager from the following location:
Update Rollup 2 for System Center 2012 Service Manager (KB2719827)
http://go.microsoft.com/fwlink/?LinkID=523857

SQL Server 2012 Analysis Management Objects can be downloaded as part of the SQL Server 2012
Feature Pack from the following location:
Microsoft SQL Server 2012 Feature Pack
http://go.microsoft.com/fwlink/?LinkID=523858

Before upgrading to System Center 2012 SP1 Service Manager


Due to a known issue, after an upgrade to System Center 2012 SP1 Service Manager the data warehouse
MPSyncJob may fail. Additionally, the transform and load jobs may also fail following an upgrade. To
ensure this problem does not occur following an upgrade you should run the following SQL script against
the DWRepository database:

;WITH FactName
AS (
select w.WarehouseEntityName from etl.WarehouseEntity w
join etl.WarehouseEntityType t on w.WarehouseEntityTypeId =
t.WarehouseEntityTypeId
where t.WarehouseEntityTypeName = 'Fact'
),FactList
AS (
SELECT PartitionName, p.WarehouseEntityName,
RANK() OVER ( PARTITION BY p.WarehouseEntityName ORDER BY PartitionName
ASC ) AS RK
FROM etl.TablePartition p
join FactName f on p.WarehouseEntityName = f.WarehouseEntityName
)
, FactPKList
AS (
SELECT f.WarehouseEntityName, a.TABLE_NAME, a.COLUMN_NAME, b.CONSTRAINT_NAME,
f.RK,
CASE WHEN b.CONSTRAINT_NAME = 'PK_' + f.WarehouseEntityName THEN 1 ELSE 0
END AS DefaultConstraints
FROM FactList f
JOIN INFORMATION_SCHEMA.KEY_COLUMN_USAGE a ON f.PartitionName = a.TABLE_NAME
JOIN INFORMATION_SCHEMA.TABLE_CONSTRAINTS b ON a.CONSTRAINT_NAME =
b.CONSTRAINT_NAME AND b.CONSTRAINT_TYPE = 'Primary key'
)
, FactWithoutDefaultConstraints
AS (
SELECT a.*
MCT USE ONLY. STUDENT USE PROHIBITED
2-62 Installing System Center 2012 R2 Service Manager

FROM FactPKList a
LEFT JOIN FactPKList b ON b.WarehouseEntityName = a.WarehouseEntityName AND
b.DefaultConstraints = 1
WHERE b.WarehouseEntityName IS NULL AND a.RK = 1
)
, FactPKListStr
AS (
SELECT DISTINCT f1.WarehouseEntityName, f1.TABLE_NAME, f1.CONSTRAINT_NAME,
F.COLUMN_NAME AS PKList
FROM FactWithoutDefaultConstraints f1
CROSS APPLY (
SELECT '[' + COLUMN_NAME + '],'
FROM FactWithoutDefaultConstraints f2
WHERE f2.TABLE_NAME = f1.TABLE_NAME
ORDER BY COLUMN_NAME
FOR
XML PATH('')
) AS F (COLUMN_NAME)
)
SELECT 'ALTER TABLE [dbo].[' + f.TABLE_NAME + '] DROP CONSTRAINT [' +
f.CONSTRAINT_NAME + ']' + CHAR(13) + CHAR(10) +
'ALTER TABLE [dbo].[' + f.TABLE_NAME + '] ADD CONSTRAINT [PK_' +
f.WarehouseEntityName + '] PRIMARY KEY NONCLUSTERED (' + SUBSTRING(f.PKList, 1,
LEN(f.PKList) -1) + ')' + CHAR(13) + CHAR(10)
FROM FactPKListStr f

In addition to the procedure mentioned above you should also perform the following tasks before
upgrading to System Center 2012 SP1 Service Manager:
Back up the Service Manager database and encryption key.
Back up the Data Warehouse databases and encryption key.
Back up an unsealed or customized Management Packs.
Remote SQL Server Reporting Services
If you have SQL Server Reporting Services hosted on a different computer than the Service Manager Data
Warehouse Management Server you must also perform the following tasks before upgrading to System
Center 2012 SP1 Service Manager:
1. Copy the Microsoft.EnterpriseManagement.Reporting.Code.dll from the Prerequisites folder on the
Service Manager media to the \Program Files\Microsoft SQL
Server\MSRS10_50.MSSQLSERVER\Reporting Services\ReportServer\Bin folder on the SQL Server
Reporting Services computer.
2. Edit the rsreportserver.config file from the \Program Files\Microsoft SQL
Server\MSRS10_50.MSSQLSERVER\Reporting Services\ReportServer folder on the SQL Server
Reporting Services computer with an XML editor and add the following Extension tag to the <Data>
code segment:

<Extension Name="SCDWMultiMartDataProcessor"
Type="Microsoft.EnterpriseManagement.Reporting.MultiMartConnection,
Microsoft.EnterpriseManagement.Reporting.Code" />

Operations Manager 2007 and System Center 2012 Operations Manager Agents
If you have an Operations Manager 2007 agent installed on either the Service Manager or Data
Warehouse Management Servers then it must be removed before the upgrade. The Operations Manager
agent is automatically installed as part of the upgrade to System Center 2012 SP1 Service Manager and
will need to be manually configured to connect to its associated Operations Manager 2007 Management
Server. The Operations Manager agent must also be manually configured to communicate with its
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-63

associated System Center 2012 Operations Manager Management Server if you are utilizing this in your
environment.
Performing the upgrade to System Center 2012 SP1 Service Manager
You must perform the upgrade to System Center 2012 SP1 in a specific order:
1. Upgrade the Data Warehouse Management Server (stop all Data Warehouse jobs before starting the
upgrade).
2. After the Data Warehouse Management Server upgrade is complete perform the upgrade on the
initial Service Manager Management Server (this is the first Service Manager Management Server that
was installed).
3. After the upgrade of the Service Manager Management Server is complete perform the upgrade on
all Service Manager Consoles and any additional Service Manager Management Servers.
4. After the upgrade of the Service Manger Consoles and additional Service Manager Management
Servers is complete perform the upgrade on the Service Manager Self-Service Portal.
5. Start the Data Warehouse Jobs.
Note that once the upgrade procedure has been started it must be completed without pausing for a long
period of time between upgrade steps.
For more information about upgrading to System Center 2012 SP1 Service Manager visit the following
website:
Upgrade Planning for System Center 2012 SP1 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=523859

Upgrading to System Center 2012 R2 Service Manager


Upgrading to System Center 2012 R2 Service
Manager involves similar tasks that are followed
when upgrading to System Center 2012 SP1
Service Manager.
Note that you can only upgrade to System Center
2012 R2 Service Manager from System Center
2012 SP1 Service Manager. Additionally, only an
in-place upgrade to System Center 2012 R2
Service Manager is supported.
It is recommended that you perform an upgrade
in a lab environment first with a copy of your
production data before upgrading the production
environment. For more information about setting up a lab environment to test an upgrade to System
Center 2012 R2 Service Manager visit the following website:
Setting Up a Service Manager 2012 Lab Environment with Production Data
http://go.microsoft.com/fwlink/?LinkID=523860
MCT USE ONLY. STUDENT USE PROHIBITED
2-64 Installing System Center 2012 R2 Service Manager

Hardware and Software Requirements when upgrading to System Center 2012 R2 Service Manager
The hardware requirements for System Center 2012 SP1 Service Manager are the same for System Center
2012 R2 Service Manager so you will not need to upgrade or replace any hardware in your existing
environment. There is one software requirement that you should be aware of however:
Service Manager 2012 SP1 Cumulative Update 2: Before you can upgrade to System Center 2012 R2
Service Manager you must upgrade your existing System Center 2012 SP1 Service Manager
environment with Cumulative Update 2 (CU2).
Before upgrading to System Center 2012 R2 Service Manager
Due to a known issue, after an upgrade to System Center 2012 R2 Service Manager the data warehouse
stops functioning. To prevent this from occurring you must run the following SQL script on the
Repository, DWDataMart, CMDataMart, and OMDataMart databases:

IF OBJECT_ID('tempdb..#PKFixQueries') IS NOT NULL


DROP TABLE #PKFixQueries
;WITH FactName
AS (
SELECT w.WarehouseEntityName
FROM etl.WarehouseEntity w
JOIN etl.WarehouseEntityType t ON w.WarehouseEntityTypeId =
t.WarehouseEntityTypeId
WHERE t.WarehouseEntityTypeName = 'Fact'
),FactList
AS (
SELECT PartitionName, p.WarehouseEntityName
FROM etl.TablePartition p
JOIN FactName f ON p.WarehouseEntityName = f.WarehouseEntityName
)
, FactWithPK
AS (
SELECT f.WarehouseEntityName, f.PartitionName, b.CONSTRAINT_NAME,
a.COLUMN_NAME
FROM FactList f
JOIN INFORMATION_SCHEMA.KEY_COLUMN_USAGE a ON f.PartitionName =
a.TABLE_NAME
JOIN INFORMATION_SCHEMA.TABLE_CONSTRAINTS b ON a.CONSTRAINT_NAME =
b.CONSTRAINT_NAME AND b.CONSTRAINT_TYPE = 'Primary key'
)
, FactWithDefaultOrNoPK
AS (
SELECT DISTINCT f.WarehouseEntityName, f.PartitionName
, 'PK_' + f.WarehouseEntityName AS DefaultPKConstraint
, 'PK_' + f.PartitionName AS NewPKConstraint
FROM FactList f
LEFT JOIN FactWithPK pkf ON pkf.WarehouseEntityName =
f.WarehouseEntityName AND pkf.PartitionName = f.PartitionName
WHERE pkf.WarehouseEntityName IS NULL OR pkf.CONSTRAINT_NAME = 'PK_' +
f.WarehouseEntityName
)
, FactPKList
AS (
SELECT DISTINCT f.WarehouseEntityName, f.COLUMN_NAME
FROM FactWithPK f
)
, FactPKListStr
AS (
SELECT DISTINCT f1.WarehouseEntityName, F.COLUMN_NAME AS PKList
FROM FactPKList f1
CROSS APPLY (
SELECT '[' + COLUMN_NAME + '],'
FROM FactPKList f2
WHERE f2.WarehouseEntityName = f1.WarehouseEntityName
ORDER BY COLUMN_NAME
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-65

FOR XML PATH('')


) AS F (COLUMN_NAME)
)
SELECT f.PartitionName,
'----------------------------- [' + f.PartitionName + '] ----------------
-------------' + CHAR(13) +
'IF OBJECT_ID(''[' + f.DefaultPKConstraint + ']'') IS NOT NULL' +
CHAR(13) +
'BEGIN' + CHAR(13) +
' ALTER TABLE [dbo].[' + f.PartitionName + '] DROP CONSTRAINT [' +
f.DefaultPKConstraint + ']' + CHAR(13) +
'END' + CHAR(13) + CHAR(13) +
'IF OBJECT_ID(''[' + f.NewPKConstraint + ']'') IS NULL' + CHAR(13) +
'BEGIN' + CHAR(13) +
' ALTER TABLE [dbo].[' + f.PartitionName + '] ADD CONSTRAINT [' +
f.NewPKConstraint + '] PRIMARY KEY NONCLUSTERED (' + SUBSTRING(pk.PKList, 1,
LEN(pk.PKList) -1) + ')' + CHAR(13) +
'END' AS Query
INTO #PKFixQueries
FROM FactWithDefaultOrNoPK f
JOIN FactPKListStr pk ON pk.WarehouseEntityName = f.WarehouseEntityName
DECLARE @PartitionName NVARCHAR(MAX), @Query NVARCHAR(MAX)
WHILE EXISTS (SELECT 1 FROM #PKFixQueries)
BEGIN
SELECT TOP 1
@PartitionName = PartitionName,
@Query = Query
FROM #PKFixQueries
PRINT @Query
EXEC(@Query)
DELETE #PKFixQueries
WHERE PartitionName = @PartitionName
END

In addition to the procedure mentioned above you should also perform the following tasks before
upgrading to System Center 2012 SP1 Service Manager:
Back up the Service Manager database and encryption key.
Back up the Data Warehouse databases and encryption key.
Back up an unsealed or customized Management Packs.
Remote SQL Server Reporting Services
If you have SQL Server Reporting Services hosted on a different computer than the Service Manager Data
Warehouse Management Server you must also perform the same tasks as detailed in the Remote SQL
Server Reporting Services section in the Upgrading to System Center 2012 SP1 Service Manager topic.
Performing the upgrade to System Center 2012 R2 Service Manager
You must perform the upgrade to System Center 2012 R2 in a specific order:
1. Upgrade the Data Warehouse Management Server (stop all Data Warehouse jobs before starting the
upgrade).
2. After the Data Warehouse Management Server upgrade is complete perform the upgrade on the
initial Service Manager Management Server (this is the first Service Manager Management Server that
was installed).
3. After the upgrade of the Service Manager Management Server is complete perform the upgrade on
all Service Manager Consoles and any additional Service Manager Management Servers.
4. Start the Data Warehouse Jobs.
MCT USE ONLY. STUDENT USE PROHIBITED
2-66 Installing System Center 2012 R2 Service Manager

5. After the upgrade of the Service Manger Consoles and additional Service Manager Management
Servers is complete perform the upgrade on the Service Manager Self-Service Portal.
Note that once the upgrade procedure has been started it must be completed without pausing for a long
period of time between upgrade steps.
For more information about upgrading to System Center 2012 R2 Service Manager visit the following
website:
Upgrading System Center 2012 - Service Manager SP1 to System Center 2012 R2

http://go.microsoft.com/fwlink/?LinkID=523861

Question: What is the minimum supported version of Service Manager 2010 that can be
upgraded to System Center 2012 Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-67

Lab A: Installing System Center 2012 R2 Service Manager


Scenario
After a detailed overview of System Center 2012 R2 Service Manager you have confirmed that it meets all
of the organizations business and technical requirements. As part of your proposed System Center 2012
R2 Service Manager deployment plan, you decide to implement the solution in Contoso's development
environment. The development environment consists of several Windows Server 2012 R2 servers and
Windows 8 desktop computers that mimic Contoso's production environment.
You need to understand how to install System Center 2012 R2 Service Manager so that you can document
the procedure. This will ensure that there are no problems during the rollout of the solution into the
production environment.
Contoso would also like the end user experience of the Self-Service Portal to be that of other in-house
web applications. With this is mind, you need to understand how the Self-Service Portal can be
customized to display the company logo and title. Because Contoso is a multinational organization, you
also need to allow the end user to select the language that is used by the Self-Service Portal. You have
also been asked to provide additional links on the Self-Service Portal home page so that important
announcements such as planned maintenance can be made available to end users.

Objectives
After completing this lab, you will be able to:
Install a Service Manager Management Group.
Install a Data Warehouse Management Group and register it with the Service Manager Management
Group.
Install the Service Manager Self-Service Portal.

Lab Setup
Estimated Time: 60 minutes
Host 1 Virtual Machines: LON-DC1
Host 2 Virtual Machines: NYC-SM1, NYC-DW1, NYC-AP1
User Name: Contoso\Administrator
Password: Pa$$w0rd
For this lab, you will use the available virtual machine environment. Before you begin the lab, you must
ensure that the virtual machines are running by completing the following steps:
1. On HOST1, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
2. In Hyper-V Manager, click LON-DC1, and in the Actions pane, click Start.
3. In the Actions pane, click Connect. Wait until the virtual machine starts.
4. Log on by using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
5. On HOST2, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
6. In Hyper-V Manager, click NYC-AP1, and in the Actions pane, click Start.
7. In the Actions pane, click Connect. Wait until the virtual machine starts.
MCT USE ONLY. STUDENT USE PROHIBITED
2-68 Installing System Center 2012 R2 Service Manager

8. Log on by using the following credentials:


User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
9. Repeat steps 5 through 8 for the following virtual machines:
NYC-SM1
NYC-DW1

Note: Before starting this lab, ensure that all Windows Services that are set to start
automatically are running, except for the Microsoft .NET Framework NGEN v4.0.30319_X86
and.NET Framework NGEN v4.0.30319_X64 services, because these services stop automatically
when they are not in use.

Exercise 1: Installing the Service Manager Management Group


Scenario
The first component that is deployed when Service Manager is installed is the management server. You
have dedicated a computer named NYC-SM1 running Windows Server 2012 and SQL Server 2012 that
you will use for this role. After installing the management server, you will also use the Encryption Key
Backup Or Restore Wizard to back up the Service Manager encryption key.
The main tasks for this exercise are as follows:
1. Install the Service Manager management server
2. Backup the Service Manager encryption key

Task 1: Install the Service Manager management server


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-SM1

Tool ReportViewer.exe

Location \\LON-DC1\Media\

Folder System Center 2012 R2 Service


Manager\amd64\Prerequisites

2. Install ReportViewer from the location specified above and accept all default settings.
3. Run Setup.exe from \\LON-DC1\Media\System Center 2012 R2 Service Manager\amd64 to start
the Service Manager Setup Wizard.
4. Use the Service Manager management server option in the setup wizard page to install the Service
Manager management server with the following settings (all other settings should remain the default
settings):
Product registration: Install as an evaluation edition
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-69

Management group name: CONTOSO_SM


Management group administrators: SM_Admins
Service Manager Services account: Contoso\SM_Services with Pa$$w0rd
Service Manager workflow account: Contoso\SM_Workflow with Pa$$w0rd

Task 2: Backup the Service Manager encryption key


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-SM1

Tool Encryption Key Backup or Restore Wizard

Location Opened automatically after installing the


management server

Backup or Restore Backup

2. Use the Encryption Key Backup Or Restore Wizard to back up the encryption key with the following
settings (all other settings should remain the default settings):
Backup or Restore?: Backup the encryption key
Provide a Location: C:\SM_DatabaseKey.bin
Provide a Password: Pa$$w0rd

Results: After this exercise, you should have installed the Service Manager management server on NYC-
SM1 and used the Encryption Key Backup Or Restore Wizard to back up the encryption key.
MCT USE ONLY. STUDENT USE PROHIBITED
2-70 Installing System Center 2012 R2 Service Manager

Exercise 2: Installing the Data Warehouse Management Group and register


the Service Manager Management Group with the Data Warehouse
Management Group
Scenario
In order to provide reporting and analysis of the data that Service Manager collects, you need to install
the Service Manager Data Warehouse Management server. You have a dedicated computer named NYC-
DW1 running Windows Server 2012 and SQL Server 2012. You need to install the Data Warehouse
Management server on NYC-DW1 and then register the Service Manager Management Group with the
Data Warehouse Management Group.
The main tasks for this exercise are as follows:
1. Install the Data Warehouse Management server
2. Backup the data warehouse encryption key
3. Register the Service Manager Management Group with the data warehouse Management Group

Task 1: Install the Data Warehouse Management server


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-DW1

Tool Setup.exe

Location \\LON-DC1\Media\

Folder System Center 2012 R2 Service Manager\amd64

2. Use the Service Manager data warehouse management server option from the setup wizard page
to install the Service Manager data warehouse management server with the following settings (all
other settings should remain the default settings):
Product registration: Install as an evaluation edition
Management group name: DW_CONTOSO_SM
Management group administrators: SM_Admins
Service Manager Services account: Contoso\SM_Services with Pa$$w0rd
Service Manager reporting account: Contoso\SM_Reporting with Pa$$w0rd
Analysis Services credential: Contoso\SM_Analysis with Pa$$w0rd

Task 2: Backup the data warehouse encryption key


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-DW1

Tool Encryption Key Backup or Restore Wizard


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-71

Location Value

Location Opened automatically after installing the data warehouse


management server

Backup or Restore Backup

2. Use the Encryption Key Backup Or Restore Wizard to back up the encryption key with the following
settings (all other settings should remain the default settings):
Backup or Restore?: Backup the encryption key
Provide a Location: C:\SM_WarehouseKey.bin
Provide a Password: Pa$$w0rd

Task 3: Register the Service Manager Management Group with the data warehouse
Management Group
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-SM1

Tool Service Manager console

Pane Administration

Node Administration

2. Create a shortcut on the desktop to the Service Manager Console.


3. Open the Service Manager console.
4. Use the Register with Service Manager Data Warehouse option to open the Data Warehouse
Registration Wizard and configure the following settings (all other settings should remain the default
settings):
Server name: NYC-DW1
Credentials window password: Pa$$w0rd
Confirm that the MPSyncJob is running in the Data Warehouse Jobs node of the Data Warehouse
pane and then close the Service Manager console.

Note: If an error appears stating that the connection to NYC-DW1 was not successful, wait
5 minutes and then return to Step 2 above.

Results: After this exercise, you should have installed the Data Warehouse Management server on NYC-
DW1 and used the Encryption Key Backup Or Restore Wizard to back up the encryption key. Additionally,
you should have registered the Service Manager Management Group with the Data Warehouse
Management Group.
MCT USE ONLY. STUDENT USE PROHIBITED
2-72 Installing System Center 2012 R2 Service Manager

Exercise 3: Installing the Service Manager Self-Service Portal and


confirming a successful installation
Scenario
In order to provide services to end users, you also decide to install the Service Manager Self-Service Portal.
You have a dedicated computer named NYC-AP1 running Windows Server 2008 R2, SQL Server 2008 R2,
and SharePoint Server 2010. You need to install the Self-Service Portal on this computer and confirm that
the installation was successful by browsing to the portal and viewing the default service requests that
Service Manager provides.
The main tasks for this exercise are as follows:
1. Install the Self-Service Portal
2. Confirm that the Self-Service Portal is working as expected

Task 1: Install the Self-Service Portal


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-AP1

Tool Setup.exe

Location \\LON-DC1\Media\

Folder System Center 2012 R2 Service Manager\amd64

2. From the LON-DC1\Media\System Center 2012 R2 Service Manager\amd64 folder run setup. Use
the Service Manager web portal option from the setup wizard page to install the Service Manager
Self-Service Portal with the following settings (all other settings should remain the default settings):
Portal Parts: Web Content Server and SharePoint Web Parts
Configure the Service Manager Self-Service Portal name and port:
Disable SLL encryption
Port: 8080
Service Manager database server: NYC-SM1
Database: Service Manager
Account for the Self-Service Portal: Contoso\SM_Services with Pa$$w0rd
3. Configure the Service Manager SharePoint website:
Disable SLL encryption
Port: 8083
Account for Service Manager SharePoint application pool: Contoso\SM_Services with Pa$$w0rd
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-73

Task 2: Confirm that the Self-Service Portal is working as expected


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer NYC-SM1

Tool Internet Explorer

URL http://NYC-AP1:8083/SMPortal

View List View

2. Open the Self-Service Portal and, from the List view, confirm that the Generic Incident Request is
displayed.
3. Close Internet Explorer.

Note: It can take up to 5 minutes for the Self-Service Portal to load the first time it is run.
Note: Shutdown the following virtual machines as they are no longer required for the rest
of this course:

NYC-SM1
NYC-DW1
NYC-AP1

Note: Start the following virtual machines for the final exercise in this lab:

LON-AP1
LON-SM1
LON-DW1

Results: After this exercise, you should have installed the Self-Service Portal on NYC-AP1 And confirmed
that the Self-Service Portal is working as expected by browsing to it from NYC-SM1 and viewing the
service requests from the List view.
MCT USE ONLY. STUDENT USE PROHIBITED
2-74 Installing System Center 2012 R2 Service Manager

Exercise 4: Customizing the Self-Service Portal


Scenario
To help align the Self-Service Portal to that of the other in-house web applications, you need to add the
company logo and change the title of the Self-Service Portal to Contoso Self-Service Portal. You must also
enable mult0lingual support for the Self-Service Portal and add a navigation link that will be used to
publish announcements.
The main tasks for this exercise are as follows:
1. Change the Self-Service Portal title
2. Change the Self-Service Portal image
3. Install the Japanese language pack
4. Configure the language pack for the Self-Service Portal Site
5. Change the language to Japanese in the Self-Service Portal
6. Create the announcement navigation link
7. Create a new announcement

Task 1: Change the Self-Service Portal title


1. Ensure the following virtual machines are shut down:
NYC-AP1
NYC-SM1
NYC-DW1
2. Ensure the following virtual machines have been started:
LON-AP1
LON-SM1
LON-DW1
3. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link Site Actions\Site Settings

4. From the Title, description and icon link, change the Title to Contoso Self-Service Portal.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-75

Task 2: Change the Self-Service Portal image


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link Site Actions\Site Settings

2. Copy the C:\Logos\Contoso_Logo.png, and paste it to C:\Program Files\Common Files\Microsoft


Shared\Web Server Extensions\14\template\images
3. From the Title, description and icon link, change the URL to http://LON-AP1:8083/_layouts/images/
Contoso_Logo.png
4. Use the Click here to test link to test the URL

Task 3: Install the Japanese language pack


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Windows Explorer

Location C:\Language Packs

File ServerLanguagePack.exe

2. Install the language pack, accepting all default settings.


3. Complete the SharePoint Products Configuration Wizard, accepting all default settings.
4. Close the SharePoint 2010 Central Administration window.

Task 4: Configure the language pack for the Self-Service Portal Site
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link Site Actions\Site Settings


MCT USE ONLY. STUDENT USE PROHIBITED
2-76 Installing System Center 2012 R2 Service Manager

2. Under Site Administration, use the Language Settings link to select the Japanese language as an
alternate language.

Task 5: Change the language to Japanese in the Self-Service Portal


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link System Account

2. Use the Select Display Language option to change the language to Japanese.
3. Change the language back to English.

Task 6: Create the announcement navigation link


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link Site Actions\Site Settings

2. Under Look and Feel, use the Quick Launch link to create a new navigation link with the following
settings:
URL: /SMPortal/Lists/Announcements/AllItems.aspx
Description: Announcements
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-77

Task 7: Create a new announcement


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-AP1

Tool Internet Explorer

URL http://LON-AP1:8083/SMPortal

Link Announcements

2. Use the Add new announcement link to create a new announcement with the following settings:
Title: Scheduled Maintenance Announcement
Body: Helpdesk will be unavailable this Thursday due to maintenance
Expires: Friday
3. Confirm that the new announcement is visible in the Self-Service Portal.
4. Close Internet Explorer and then shut down LON-AP1.

Results: After this exercise, you should have customized the Self-Service Portal to include the Contoso
logo. You should have also updated the title of the Self-Service Portal to Contoso Self-Service Portal. You
should then have installed the Japanese language pack for Microsoft SharePoint and then configured the
Self-Service Portal site so that end users can change the displayed language to Japanese. You should have
then created a new navigation link for announcements in the Self-Service Portal. Finally, you should also
have created a new announcement for scheduled maintenance and viewed the details in the Self-Service
Portal.

Question: What are the names of the three Windows Services that are installed on a Service
Manager management server?
Question: After installing either the Service Manager management server or data warehouse
management server, what should you do to protect the data in the Service Manager
databases?
Question: After installing the Service Manager data warehouse management server, the
Data Warehouse workspace does not appear in the Service Manager console. What could be
the cause of this?
MCT USE ONLY. STUDENT USE PROHIBITED
2-78 Installing System Center 2012 R2 Service Manager

Lab B: Upgrading to System Center 2012 Service Manager


Scenario
Contoso has already invested in Service Manager and has a Service Manager 2010 deployment in the
organizations development environment. In order to preserve the data that has been collected, you have
been tasked with upgrading the environment to System Center 2012 SP1 Service Manager.

Objectives
After completing this lab, you will be able to:
Prepare a Service Manager 2010 environment for upgrade.
Upgrade Service Manager 2010 to System Center 2012 Service Manager.

Lab Setup
Estimated Time: 60 minutes
Virtual Machines: LON-DC1, LON-SM2, LON-DW2
User Name: Contoso\Administrator
Password: Pa$$w0rd
For this lab, you will use the available virtual machine environment. Before you begin the lab, you must
ensure that the virtual machines are running by completing the following steps:
1. On HOST1, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
2. In Hyper-V Manager, click LON-DC1, and in the Actions pane, click Start.
3. In the Actions pane, click Connect. Wait until the virtual machine starts.
4. Log on by using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
5. Repeat steps 2 through 4 for the following virtual machines:
LON-SM2
LON-DW2

Note: Before starting this lab, make sure that all Windows Services that are set to start
automatically are running, except for the.NET Framework NGEN v4.0.30319_X86 and.NET
Framework NGEN v4.0.30319_X64 services, because these services stop automatically when they
are not in use.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-79

Exercise 1: Backing up the Service Manager 2010 environment


Scenario
Before you upgrade Service Manager 2010, you need to ensure that you have adequate backups of the
Service Manager databases and have also backed up the Service Manager encryption keys.
The main tasks for this exercise are as follows:
1. Back up the Service Manager database
2. Back up the Service Manager encryption key
3. Back up the Service Manager data warehouse databases
4. Back up the Service Manager data warehouse encryption key

Task 1: Back up the Service Manager database


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM2

Tool SQL Server Management Studio

Database ServiceManager

2. Use SQL Server Management Studio to back up the ServiceManager database.

Task 2: Back up the Service Manager encryption key


1. To perform this task, use the computer and tool information that is shown in the following table.

Location Value

Computer LON-SM2

Tool Encryption Key Backup or Restore Wizard

Location C:\SM2010SP1
\amd64\Tools\SecureStorageBackup

Backup or Restore Backup

2. Use the Encryption Key Backup Or Restore Wizard to back up the encryption key with the following
settings (all other settings should remain the default settings):
Location: C:\ServiceManager_key.bin
Password: Pa$$w0rd
MCT USE ONLY. STUDENT USE PROHIBITED
2-80 Installing System Center 2012 R2 Service Manager

Task 3: Back up the Service Manager data warehouse databases


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-DW2

Tool SQL Server Management Studio

Databases DWDataMart, DWRepository, and DWStagingAndConfig

2. Use SQL Server Management Studio to back up the DWDataMart, DWRepository, and
DWStagingAndConfig databases.

Task 4: Back up the Service Manager data warehouse encryption key


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-DW2

Tool Encryption Key Backup or Restore Wizard

Location \\LON-SM2\C$\SM2010SP1
\amd64\Tools\SecureStorageBackup

Backup or Restore Backup

2. Use the Encryption Key Backup or Restore Wizard to backup the encryption key with the following
settings (all other settings should be left as default):
Location: C:\ServiceManagerDW_key.bin
Password: Pa$$w0rd

Results: After this exercise, you should have backed up the Service Manager databases for both the
Service Manager Management Group and the data warehouse Management Group. You should have also
used the Encryption Key Backup Or Restore Wizard to back up the encryption key for the Service Manager
database and the data warehouse databases.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-81

Exercise 2: Upgrading Service Manager 2010 to System Center 2012


Service Manager
Scenario
After a successful backup of the Service Manager 2010 environment, you are now ready to upgrade to
System Center 2012 Service Manager. You first need to ensure that the Service Manager management
servers are running SP1 and that CU3 has been applied. Additionally, when performing the upgrade, you
must ensure that the components are upgraded in the correct order.
The main tasks for this exercise are as follows:
1. Confirm that Service Manager 2010 components are running SP1 and CU3
2. Upgrade the data warehouse management server
3. Upgrade the Service Manager management server
4. Confirm a successful upgrade to System Center 2012 Service Manager

Task 1: Confirm that Service Manager 2010 components are running SP1 and CU3
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM2

Tool Service Manager console

View Help\About Microsoft System Center Service Manager

Product Version 7.0.6555.128

2. Confirm that the product version of the Service Manager management server is 7.0.6555.128.
3. Suspend the Data Warehouse Jobs in the Service Manager console by selecting each job and then
clicking the Suspend task where it becomes available.
4. Close the Service Manager console.
5. On LON-DW2, navigate to C:\Program Files\Microsoft System Center\Service Manager 2010 and
confirm that the product version of the Microsoft.MOM.Sdk.Authorization.dll file is 7.0.6555.128.

Task 2: Upgrade the data warehouse management server


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-DW2

Tool Setup.exe

Location \\LON-DC1\Media\System Center 2012 Service


Manager\amd64

Installation option Service Manager data warehouse management server


MCT USE ONLY. STUDENT USE PROHIBITED
2-82 Installing System Center 2012 R2 Service Manager

2. Using Notepad, edit the C:\Program Files\Microsoft System Center\Service Manager 2010\
Microsoft.Mom.ConfigServiceHost.exe file and add the following line after the <runtime> line.

<generatePublisherEvidence enabled="false"/>

3. Use the Service Manager Setup Wizard to upgrade the data warehouse management server with the
following settings (all other settings should remain the default settings):
Product registration: Install as an evaluation edition
Configure the reporting account: Contoso\SM_Services with Pa$$w0rd
Configure the Analysis Services credential: Contoso\SM_Services with Pa$$w0rd

Task 3: Upgrade the Service Manager management server


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM2

Tool Setup.exe

Location \\LON-DC1\Media\System Center 2012 Service


Manager\amd64

Installation option Service Manager management server

2. By using Notepad, edit the C:\Program Files\Microsoft System Center\Service Manager 2010\
Microsoft.Mom.ConfigServiceHost.exe file and add the following line after the <runtime> line.

<generatePublisherEvidence enabled="false"/>

3. Use the Service Manager Setup Wizard to upgrade the Service Manager management server with the
following settings (all other settings should remain the default settings):
Product registration: Install as an evaluation edition

Task 4: Confirm a successful upgrade to System Center 2012 Service Manager


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM2

Tool Service Manager console

Toolbar menu Help

Menu Item About Service Manager

2. In the About Service Manager window that opens, confirm that the product version is 7.5.1561.0

Note: Shut down LON-SM2 and LON-DW2 as they are not needed for any other labs in this
course.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 2-83

Results: After this exercise, you should have confirmed that the Service Manager 2010 environment was
ready to upgrade by checking the version of the Service Manager management server and data
warehouse management server. You should have also upgraded the Service Manager environment to
System Center 2012 Service Manager and confirmed that the upgrade was successful.

Question: Before upgrading Service Manager 2010 to System Center 2012 Service Manager,
what should you do?
Question: What is the upgrade order when upgrading Service Manager 2010 to System
Center 2012 Service Manager?
Question: How do you upgrade the Service Manager 2010 Self-Service Portal?
MCT USE ONLY. STUDENT USE PROHIBITED
2-84 Installing System Center 2012 R2 Service Manager

Module Review and Takeaways


Common Issues and Troubleshooting Tips
Common Issue Troubleshooting Tip

When installing or upgrading to System


Center 2012 SP1 Service Manager, setup
might fail if you have the Service Manager
2010 Authoring Tool installed.

Review Question(s)
Question: What permissions must the account used for the Orchestrator connector have?

Real-world Issues and Scenarios


When Service Manager is being installed, setup fails if the specified SQL Server instance name includes a $
character. In this scenario, you must select a SQL Server instance that does not include a $ character in its
name.

Tools
When planning your System Center 2012 Service Manager deployment, you can use the Sizing Helper for
System Center 2012 Service Manager to help determine the hardware requirements based on your
environment. You can download the Sizing Helper for System Center 2012 Service Manager from the
following website: http://go.microsoft.com/fwlink/p/?LinkID=232378
MCT USE ONLY. STUDENT USE PROHIBITED
3-1

Module 3
Key Concepts and Features
Contents:
Module Overview 3-1
Lesson 1: Overview of Management Packs 3-2
Lesson 2: Overview of the Service Manager CMDB 3-8
Lesson 3: Managing Activities 3-14
Lesson 4: Managing Workflows 3-24
Lesson 5: Managing Templates 3-29
Lesson 6: Security and User Roles 3-36
Lab: Configuring Service Manager for StockTrader and DinnerNow 3-42
Module Review and Takeaways 3-49

Module Overview
Before you start to configure Service Manager to meet your requirements it is important that you
understand some of the key concepts and features found in the Service Manager Console. This includes
Management Packs that are used to store Service Manager Items such as queues, views and groups.
You should understand the concept of work items and Configuration Items including how they can be
created and modified in Service Manager.
In this module you will learn many of the key features and concepts that will help you understand how to
configure important functions in Service Manager.

Objectives
After completing this module, students will be able to:
Understand Management Packs.
Describe the Service Manager CMDB.
Manage Activities.
Manage Workflows.
Manage Templates.
Manage Security and User Roles.
MCT USE ONLY. STUDENT USE PROHIBITED
3-2 Key Concepts and Features

Lesson 1
Overview of Management Packs
Management Packs define the data structures, relationships and configuration used in Service Manager to
perform Service management functions such as Incident Management and Change Management.
As in Operations Manager, there are two types of Management Packs: Sealed and Unsealed. So it is
important to understand the differences between them and how they should be used.
In this lesson, you will learn the key functions provided by the Service Manager Management Packs, such
as how to import and export them from one Service Manager environment to another.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the purpose of Management Packs in Service Manager.
Describe the items included in a Management Pack.
Import and export Management Packs.
Describe the difference between sealed and unsealed Management Packs.

What Does a Management Pack do?


Management Packs contain the views, forms,
reports, classes and workflows used to provide the
Service management functions in Service
Manager.
Management Packs can either be sealed (read-
only) or unsealed (read/write). After you install
Service Manager, a number of sealed
Management Packs are automatically imported
into Service Manager that provide functions such
as Incident Management and Change
Management.
Unsealed Management Packs are read/write and
store customizations created by a Service Manager Management Group. They can also be exported and
used in other Management Groups.
Items stored in a Management Pack can include: Connectors, list items, templates, groups and queues.
However, items such as Computers, Incidents, Change Requests and any other instances of classes are not
stored in a Management Pack but are stored in the Configuration Management Database (CMDB).
When Service Manager 2012 R2 is integrated with other System Center 2012 R2 components,
Management Packs can be used to reference objects from other environments, such as distributed
applications that have been discovered or created in Operations Manager.
You can import Management Packs into Service Manager from the Management Packs node and then
view them in the Administration pane of the Service Manager console.
When you view the properties of a Management Pack in the Administration pane, the Management Packs
dependencies are displayed. The property window shows both the Management Packs that depend on
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-3

the selected Management Pack and the Management Packs that the selected Management Pack depends
on.
Should you wish to remove a Management Pack from Service Manager, you must first check the
dependencies to see if there are any Management Packs that would be affected by the removal. As
Service Manager will not allow you to remove a Management Pack that has dependencies.
You can create, delete, export and import a Management Pack via the Management Packs node in the
Administration pane. A Management Pack is created by selecting the Create Management Pack task, it is
removed by selecting the Delete task, exported via the Export task and imported via the Import task.
For more information about using Management Packs in Service Manager, go to the following link:
Using Management Packs in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390264

Management Pack Components


A Service Manager Management Pack contains a
set of components. Each component has its own
unique logic that instructs the Service Manager
environment how to behave.
A Management Pack also serves the following two
purposes:
It stores configured customizations
It enables the easy deployment of new
configuration from Microsoft and the System
Center community.
Management Pack configurations are written in
XML and can be edited when in an Unsealed state. Objects in other Sealed Management Packs can also
be referenced to use with objects currently in the environment, such as a new view that displays Incident
work items only.
The following table describes the major components found within a Management Pack:

Component Description

Manifest Provides the Management Pack an identity. It also lists references to other
Management Packs and the version number that is required at import. The
Management Pack version number listed is the lowest required version.

TypeDefinitions Contains the class, enumeration and relationship definitions that are used by the
Management Pack.

Categories Defines the links between image resources and the image references.

Presentation Defines how objects and items will be viewed in the console. This includes forms,
console views and folder structure. It also includes console tasks.

LanguagePack Defines the different display names to use depending on the language being
used in a particular Service Manager environment. Multiple languages can also be
provided for in a single Management Pack. The default language for the
Management Pack is set in this section as well.
MCT USE ONLY. STUDENT USE PROHIBITED
3-4 Key Concepts and Features

Component Description

Resources Contains named reference of files. A separate file contains the contents of a
particular resource, while the resource section of the Management Pack just
references the files.

Importing and Exporting Management Packs


When the Service Manager Management Server
and Data Warehouse Management Server are
installed, a standard set of sealed and unsealed
management packs are imported by default. These
provide part of the core functionality in Service
Manager.
Additional Management Packs can be imported to
increase functionality or provide customization.
This enables an organization with a pre-
production Service Manager environment to add
more functions.
The functions stored in the Management Packs
have been tested, so that when an organization is ready to release new functions into the production
environment, they can easily import the edited Management Packs.
When importing a Management Pack into the Service Manager environment, the process is no different
for a sealed or unsealed Management Pack. However, there are some points to consider:
You must ensure that all dependent Management Packs have already been imported into the
environment or will be imported at the same time as the new Management Pack. Otherwise Service
Manager will refuse the import and will send a notification listing the missing dependent
Management Packs.
When you are importing a sealed Management Pack that is already in the Service Manager database,
take note of the version number. As Service Manager will only allow you to import the same
Management Pack when the version number is greater than that already stored.
However, unsealed Management Packs can be imported regardless of the version number, but care
must be taken as they normally contain customized data. This means that if an older version already
exists without the latest updates, the previous data will be lost instantly.
A sealed Management Pack will always have the file extension .mp or .mpb whereas an unsealed
Management Pack will have the file extension .xml.
You can import a Management Pack by using the Service Manager console or a Windows PowerShell
cmdlet.
To use the Service Manager console, open the Administration pane, select the Management Packs node
and then choose Import in the Tasks pane.
Alternatively, you can use the Windows PowerShell cmdlet Import-SCSMManagementPack. For more
information about importing a Management Pack with Windows PowerShell, go to the following link:
Import-SCSMManagementPack
http://go.microsoft.com/fwlink/?LinkID=511030
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-5

Sometimes it is necessary to export Management Packs out of a management group, for example, to:
Backup existing Management Packs in case of complete environment failure
Backup existing Management Packs in a pre-production environment to import into the production
environment.
Whenever a Management Pack is exported, it is always in an unsealed XML format. As this enables
Changes to occur directly into the Management Pack via XML editing. The same Management Pack can
then be re-imported in order to make Changes or remove items. Always keep a copy of the certificate
that is used to seal Management Packs in the environment as the same certificate is required when re-
sealing a Management Pack.

Note: An export of a sealed Management Pack cannot be re-imported unsealed. The


original certificate that was used to seal the Management Pack must be used. For example, if the
Microsoft Windows Server 2012 Management Pack is exported and then edited, to import the
Management Pack the original certificate that was used to seal the Management Pack must be
obtained. Therefore, as the Microsoft certificate that was used to seal the Management Pack in
the first instance is not publicly available sealing the Management Pack will not be possible. This
provides sealed Management Packs will a level of security, restricting Changes to only the author
of the original Management Pack who has access to the certificate.

You can export a Management Pack by using the Service Manager console or a Windows PowerShell
cmdlet.
To use the Service Manager console, open the Administration pane, select the Management Packs node
and then choose the Export task in the Tasks pane.
Alternatively, you can use the Windows PowerShell cmdlet Export-SCSMManagementPack.
For more information about exporting a Management Pack with Windows PowerShell, go to the following
link:
Export-SCSMManagementPack
http://go.microsoft.com/fwlink/?LinkID=511031

Sealed Versus Unsealed Management Packs


There are two types of Management Pack, sealed
and unsealed. A sealed Management Pack is
protected from Changes. While an unsealed
Management Pack is not protected, and can be
edited by making changes to configuration in the
console, or by editing the XML in the
Management Pack.
A sealed Management Pack cannot be directly
edited in any way. To edit a sealed Management
Pack the original unsealed Management Pack
must be used. Whenever an unsealed
Management Pack is sealed, it creates a new
sealed Management Pack file. This leaves the unsealed Management Pack to be kept and stored as the
most up to date version for editing. At this point, changes can be made, in the same way as unsealed
MCT USE ONLY. STUDENT USE PROHIBITED
3-6 Key Concepts and Features

Management Packs are edited. This is explained further in this topic. When the Management Pack is
sealed, the version number will automatically increase.
Once changes have been made, the Management Pack has to be sealed with a certificate that contains a
public and private key pair. If the same Management Pack is to be re-imported with a higher version
number, then the same certificate used to seal the currently imported version must be used. Sealing a
Service Manager Management Pack can be achieved by using the Service Manager Authoring Console.
When the Management Pack is sealed it converts the XML into a binary file which also changes its file
name extension to .mp.

Note: A sealed Management Pack cannot be used to hide information from users, such as
passwords. Even though the XML data gets converted to binary, an administrator can still export
that Management Pack, and thus showing the original XML data.

Sealing a Management Pack protects the integrity of the Management Pack. It allows any base definitions
within the Management Pack to be referenced in further sealed and unsealed Management Packs. A
sealed version of the Management Pack cannot be imported into an environment where the unsealed
version is already present.
For more information about sealing Service Manager Management Packs, go the following link:
How to Seal a Service Manager Management Pack
http://go.microsoft.com/fwlink/?LinkID=511032

Unsealed Management Packs are used to store custom configuration that has been modified for the
environment. For example, by adding new list items to a list or storing email notification subscriptions. A
user with the correct privileges can make modifications to an unsealed Management Pack where
necessary. This is normally performed through configuration in the console.
Unsealed Management Packs are written in XML and can be edited by an XML editor such as XML
Notepad or, more typically, by using the Service Manager Authoring console or the Visual Studio
Authoring Extensions add-on for Microsoft Visual Studio. This ability to edit is useful, because you can
export a Management Pack and then edit it to include additional functionality such as a view.

Note: The Service Manager installation includes several unsealed Management Packs out of
the box. Best practice indicates that these Management Packs should never be used to store any
custom configuration. Always create new unsealed Management Packs for each customization in
the environment. For example, an Inciden11 class Management Pack for all Incident related
customizations.

An unsealed version of the Management Pack cannot be imported into an environment where the sealed
version is already present.
For more information about the Service Manager Authoring Console, go to the following link:
System Center 2012 R2 Service Manager Authoring Tool
http://go.microsoft.com/fwlink/?LinkID=511033

For more information about the Visual Studio Authoring Extensions, go to the following link:
System Center 2012 Visual Studio Authoring Extensions
http://go.microsoft.com/fwlink/?LinkID=511034
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-7

Demonstration: Viewing Management Packs in Service Manager


In this demonstration you will review the default Management Packs in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Management Packs

2. Review the various Management Packs that are displayed.


3. Edit the properties of the Incident Management Report Library Management Pack.
4. Review the Management Packs that are listed in the Dependencies tab.
5. Close the Service Manager console.
Question: What should you do before removing a Management Pack in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
3-8 Key Concepts and Features

Lesson 2
Overview of the Service Manager CMDB
Service Manager stores Configuration Items (CIs) in the Configuration Management Database (CMDB). For
example, when Service Manager is integrated with Active Directory via a connector, the Active Directory
Users, Groups and Printers are imported into the CMDB as Configuration Items. You can then associate
Configuration Items from the CMDB with work items in Service Manager such as an Incident, in order to
track Configuration Items affected by an Incident.
It is important that you understand the type of Configuration Items that are stored in the Service Manager
CMDB so that when you create a work item, you can reference related items correctly.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the Service Manager CMDB.
Describe Configuration Items.
Describe how to populate the CMDB.
Describe what items are stored in the Service Manager CMDB.

The Service Manager CMDB


The Configuration Management Database (CMDB)
is a central store for all data that is imported and
added to Service Manager. It is at the center of the
Service Manager environment, collecting data on
the configuration and operation of the
organizations IT infrastructure. Data is stored as
Configuration Items (CI) that can include
information about users, software, software
updates and hardware. In addition, every CI
contains attributes to provide further information.
The CMDB can only run on a Microsoft SQL Server
platform that is incorporated inside the Service
Manager Database. The Service Manager Database is used to store work items and workflows for the
environment. The default name of the Service Manager database is ServiceManager.
The CMDB can be populated with data in three ways. The first is to manually add entries into the CMDB
through tasks in the console. The second is to import a .csv file with details of the items you wish to
import. The third is to configure Service Manager connectors that automatically update the CMDB. The
latter is the preferred method of populating and updating the CMDB, to ensure the information is
accurately updated on a scheduled basis. The connectors available in Service Manager 2012 R2 are:
Active Directory Connector
Operations Manager Connector
Configuration Manager Connector
Virtual Machine Manager Connector
Orchestrator Connector
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-9

Configuration Items Used in Service Manager


Service Manager provides the means to manually
and electronically capture and store data about
the IT environment, as described in the previous
topic. Captured data is then turned into
Configuration Items (CI) and put into the
Configuration Management Database (CMDB).
There are many different types of CI used to
represent the technical infrastructure, some of
which are listed below:

Configuration Item Description

Builds This item details software and its version for a specific build. Within the CI,
software items from the software CI type can be attached as a Related Item.
These items are primarily used in a Release record work item for a Release
package.

Business Services This item covers services IT provides to the business such as, mail (Exchange)
or intranet (SharePoint).
Related service components and dependents can be added to this item, to
create a single entry spanning all computers and objects within a particular
service. This is very useful when raising an Incident or Change for a whole
platform within the organization. Business Services can be created
automatically from distributed application diagrams using the Operations
Manager CI connector. The Operations Manager CI Connector and Business
Services are covered in detail later in this course.

Computers This item represents a computer in the organization. Each CI contains


attributes that detail specifications about the computer. It can also store all of
the software that is installed on a machine. Typically, this CI type is used when
raising an Incident or Change as they can be attached to work items as related
items.

Environments The Environments item is typically used with a Release record work item. It
defines a particular environment within the IT organization such as pre-
production or production.

Printers Each item represents a printer in the organization. It contains attributes of the
printer such as the network address and UNC name. Typically, this item is used
when raising an Incident as CIs can be attached to work items as related items.

Software The Software item attributes help software owners identify the software being
tracked in the organization. Some attributes include publisher, version and
product name. This item is also used to associate work items such as an
Incident, Problem record, Change and Release records.

Software Updates The Software Updates item is used to record details of software updates
currently available in the organization. They record where they are in lifecycle
such as deployed, disposed or retired. The attributes also capture the vendor
and title details. These items can be linked to related items, for example, to
show which computers have a particular software update.

Users This item contains details about a user within the organization. The User CI
MCT USE ONLY. STUDENT USE PROHIBITED
3-10 Key Concepts and Features

Configuration Item Description


contains attributes covering typical fields such as username, title, email, zip
and telephone. User CIs are primary used for Incidents and Service Requests
where they are attached as an affected user. If a user has the email field
populated, then the email address can be used for email notifications within
Service Manager.

Service Manager is not limited to these Configuration Items as there are many more. You can also create
new Configuration Items (Classes) with custom attributes and have them appear in the console. You can
extend the Configuration Items that have already been built into a Service Manager environment, by
using the Service Manager Authoring Tool.
Most of these items are created, updated and deleted automatically by the Service Manager connectors.
The connectors can also automatically populate attributes and even create relationships between
computers and software.
For more information about Configuration Items, go to the following link:
Configuration Items in Service Manager
http://go.microsoft.com/fwlink/?LinkID=511035

Create and Modify Configuration Items


Creating and modifying Configuration Items (CI)
can be achieved manually through the console or
automatically through connectors. This topic
explains how to manually create and modify CIs.
Automatic creation of CIs is covered in the next
topic.
Sometimes it is necessary to manually create new
CIs to match the needs of the organization - even
if all Service Manager connectors are being
utilized. Some of the reasons the manual creation
of a CI may be required are:
A computer doesnt belong to any domain
connected by an Active Directory connector.
A piece of software has been discovered on a computer that doesnt belong in Configuration
Manager and as a result, it doesnt get synchronized by the Configuration Manager connector.
A printer copier is not connected to an Active Directory domain that is synchronized with an Active
Directory connector.
The CI types that are not populated automatically such as Builds and Environments must be created
manually.
Once a CI is created, you can view it on the relevant node in the Configuration Items pane of the Service
Manager console.
Use the following steps to create a CI in the Service Manager console.
1. Navigate to the Configuration Items pane.
2. Select the node of the configuration item that needs to be created, such as Software.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-11

3. In the Tasks pane, select the relevant create task. For example if you want to create a Software
Configuration Item, the task is called Create Software.
4. A new form will appear where an operator can enter the details and attributes of the new CI.
5. When the details have been completed, click OK
For more information about Creating new Configuration Items, go to the following link:
How to Manually Create Configuration Items
http://go.microsoft.com/fwlink/?LinkID=511036

Sometimes it is necessary to update existing Configuration Items that have been created either manually
or automatically. Instances where this may occur are:
Only some of the attributes have been populated automatically through the connectors and so the
remaining attributes containing information that is critical for the operators must be manually added.
A manually created Configuration Item must be updated. As it was created manually, it has no way of
updating itself.
A new relationship between two Configuration Items must be added, if the relationship was not
present when the CI was created.
You can modify a CI in the Service Manager console as follows:
1. Navigate to the Configuration Items pane.
2. Select the node of the Configuration Item requiring modification, such as Software.
3. In the center pane, select the Configuration Item that needs modifying and double click it.
4. A new form will appear which will allow you to modify the Configuration Item.
5. When the details have been changed, click OK.
For more information about modifying Configuration Items, go to the following link:
Managing Configuration Items
http://go.microsoft.com/fwlink/?LinkID=511037

Importing Configuration Items Using Connectors


Service Manager Connectors provide a method of
not only creating new Configuration Items (CIs)
but also keeping the CIs up-to-date. Building a
complete and accurate Configuration
Management Database (CMDB) is the key to a
successful Service Manager environment. Service
Manager 2012 R2 provides an organization with a
robust and accurate CMDB by using the
connectors. What makes the connectors robust is
the integration between Service Manager and
other Microsoft products. Once all connectors are
configured and synchronizing it can populate an
accurate CMDB within hours.
MCT USE ONLY. STUDENT USE PROHIBITED
3-12 Key Concepts and Features

There are six connectors available to administrators of Service Manager and all can be utilized within a
single Service Manager environment. The connectors are detailed in the table below:

Connector Description

Active Directory The AD connector passes in AD users, AD groups, computer objects


and printer objects. It will populate attributes within the Configuration
Items it creates.

Configuration Manager The SCCM connector imports data, such as, software, software updates
and hardware details from the Configuration Manager database into
Configuration Items in Service Manager. If a Configuration Item exists
such as a computer CI it will update that CIs attributes with more
information. If the computer CI doesnt exist then it will create the
whole computer CI.

Operations Manager CI The Operations Manager CI connector imports both data and objects
from Operations Manager. If the object already has a CI created in
Service Manager, the connector will try and update attributes with the
data Operations manager has discovered. If there is no CI for an
Operations Manager object Service Manager will create a CI for it. The
relevant Operations Manager Management Packs must be imported
into the Service Manager environment so that it can reference
operations manager objects appropriately.

Operations Manager Alert The Operations Manager Alert Connector imports alert information
generated in Operations Manager as Incidents in Service Manager. This
connector is covered in detail in Module 5 - Populating the Service
Manager CMDB using Connectors.

Orchestrator The Orchestrator connector creates a link between the organizations


Service Manager environment and Orchestrator environment.
Runbooks that start with the Initialize Data activity will now become
available for use in Service Manager workflows in the form of runbook
activity work items.

Virtual Machine Manager The VMM connector passes in data about Virtual Machines, Templates
and Networks. The relevant Operations Manager Management Packs
need to have been imported for these items to show as Configuration
Items.

Note: In some cases, additional configuration may be required to retrieve CI data. For
example, VM clouds from Virtual Machine Manager will not be imported into the CMDB until:

The correct Virtual Machine Manager Management Packs have been imported into Service Manager.
The connection between Virtual Machine Manager and Operations Manager has been established.
The Operations Manager CI connector has been configured and synchronized in Service Manager.
The System Center connectors are covered in detail in module 5 lesson 1.
For more information about Service Manager connectors, go to the following link:
Using Connectors to Import Data into System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=511038
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-13

Demonstration: Configuring the Active Directory Connector


In this demonstration you will see how to configure the Active Directory Connector in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager


Console

Pane Administration

View Connectors

2. Use the Create connector task to create a new Active Directory connector with the following
settings. All other settings should be left as default.
Name: Active Directory
Credentials: Pa$$w0rd
3. Use the Synchronize Now task to synchronize the connector and then use the Refresh task
intermittently to refresh the view.
4. Wait until the Status column displays Finished Success.
5. From the Configuration Items pane open the Users view and review the new Configuration Items
that have been created.
Question: Name three Configuration Item types in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
3-14 Key Concepts and Features

Lesson 3
Managing Activities
Activities provide an important function in Service Manager as they provide a method of both managing
important business functions and approving or rejecting work items such as Change Requests, Service
Requests and Release Records.
There are various types of Activities that can be used in Service Manager, so it is important that you
understand the purpose of each Activity and when they should be used.

Lesson Objectives
After completing this lesson, students will be able to:
Describe Activities and where they can be found in Service Manager.
Use Dependent Activities.
Use Manual Activities.
Use Parallel Activities.
Use Review Activities.
Use Runbook Automation Activities.
Use Sequential Activities.

Overview of Activities
Activities provide a method of managing work
items such as Incidents, Change Requests, Release
records, and Service Requests. They help manage
functions such as approving a Service Request with
a review activity or applying manual process
actions in Change Requests by using manual
activities.
For example, when you create a Change Request
using the Emergency Change Request template,
there are several activities that must be added to
the Change Request. These include a review
activity and the manual activities used to control
and manage how the Change is applied.
Activities can be used to manage workflows when Change and Release management are being
configured. In addition, activities can be chained to provide workflow management of processes that are
performed in the IT environment, such as getting approval from a review activity and then performing the
work as defined in the manual activity. You can also skip an activity in a workflow, if the activity is not
applicable to a certain request. Also, if an activity fails, it can be re-run to allow the activity to be
performed again.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-15

Each type of activity is covered in detail in this lesson. The table below provides an example of each
activity:

Activity Example

Dependent A Change Request with a dependent activity is created. The dependent


activity relies on a Release record being attached to the Change
Request to allow the Change Request to continue.

Manual A Change Request has a step in the workflow that requires checking a
server to make sure an update exists. A manual activity is created to tell
the operator to perform that check and it includes details of how the
check is performed.

Parallel A Service Request requires three manual activities that must be


performed before the workflow can continue. For example, order one
computer, order one monitor and order one printer. A parallel activity
will ensure this happens as the three activities will run simultaneously
and the parallel activity will only show as complete when all three
manual activities have been completed. The order in which the three
activities are completed is not important.

Review A request for new software requires a managers approval. The review
activity will only continue a workflow when the activity is set to
approved.

Runbook Automation A request to remove a user from Active Directory has been created.
This activity will trigger a runbook that will remove a user from Active
Directory and pass parameters from Service Manager to the runbook
directly.

Sequential A parallel activity named PA:Install Service Pack includes one manual
activity named MA:Update App that is used to update an application
with a Service Pack. The parallel activity also includes a sequential
activity name SA:Update Hardware in which three other manual
activities have been included which must be run in sequence. These
three manual activities will be used to update the client, server and
mobile devices. When PA:Install Service Pack activity is run both the
MA:Update App activity and the SA:Update Hardware activity are
started at the same time. However, only the first manual activity in the
SA:Update Hardware will be started. The second activity will only run
when the previous manual activity has completed.
MCT USE ONLY. STUDENT USE PROHIBITED
3-16 Key Concepts and Features

Using Dependent Activities


Dependent activities are typically used in Change
Requests to provide links to Release records. For
example, a Change Request might be created to
manage the installation of Service Pack 1 (SP1) for
Microsoft Exchange 2010 on a production server.
When editing the Change Request, you can use
the Default Dependent Activity template to add a
dependent activity to the Change Request.
When you add a dependent activity, you use a
form to record the information relating to the
activity. Listed in the following table are some of
the key fields in the dependent activity form,
including descriptions of how they are used.

Dependent activity form field Description

Title The Title field provides a brief description of the dependent


activity, such as Test and Verify Service Pack 1 for Exchange
Server 2010.

Description The Description field is used to provide a detailed description of


the activity, such as Verify that the Service Pack has been
deployed successfully.

Area The Area field is used to provide the area of activity, such as
Intranet, Extranet, or Messaging.

Stage The Stage field is used to denote the current stage of the
activity, such as Approve, Develop, or Test.

Owner The Owner field is used to denote the user or group that has
overall responsibility for the dependent activity, such as a
Change manager.

Assigned To The Assigned To field is used to denote who will be


implementing the dependent activity, such as an activity
implementer.

The Scheduling tab in the dependent activity form can be used to supply details of the activitys
deployment schedule, including the start and end time. You can also specify whether the activity will
cause any downtime by including the start, end, and duration times.
The Related Items tab can be used to add any related items such as the Microsoft Exchange Server
computer Configuration Item.
When you are using a Release record to group and schedule Change Requests, you can add a manual
activity to the Release record that is then linked to the dependent activity in a Change Request.
When a dependent activity has been added to a Change Request, the activity can be viewed and edited
from the Activities tab of the Change Request form. It can also be viewed and edited in the All Activities
view of the Dependent Activities folder, in the Activity Management node of the Work Items pane in the
Service Manager console.
Although dependent activities are primarily designed to associate Change Requests with Release records,
you can also add dependent activities to other work items, such as Service Requests and Release records.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-17

For more information about how to add dependent activities to a Change Request for Release records, go
to the following website:
How to Add Dependent Activities to a Change Request for Release Records
http://go.microsoft.com/fwlink/?LinkID=390283

Using Manual Activities


Manual activities are used to manage tasks that
are associated with Change Requests, Release
records, and Service Requests. They can also be
added to manage tasks associated with Incidents.
For example, when a Change Request is created to
manage the upgrade of an Exchange Server 2010
server to SP1, a manual activity can be added to
the Change Request to record related information
about the activity, such as who will be
implementing the activity and what Configuration
Items will be affected.
Manual activities provide an important function in
Change and Release management, because they provide a way of denoting whether a task has been
completed successfully or not. This information is then used to help manage the life cycle of a Change
Request or a Release record, especially where multiple activities are used to apply a Change, for example.
Manual activities are created by using the Activities tab in a Change Request or a Release record. When
adding a manual activity, you use a template such as the Default Manual Activity template. New manual
activity templates can also be created in the Templates node of the Library pane.
When you add a manual activity, you use a form to include details of the activity. Some of the key fields
that are used to record the details of a manual activity are shown in the following table, which also
includes descriptions of how they are used.

Manual activity form field Description

Title The Title field provides a brief description of the manual activity,
such as Download Service Pack 1 for Exchange Server 2010.

Description The Description field is used to provide a detailed description of the


activity, such as:
Download Service Pack 1 for Exchange Server 2010
Copy the Service Pack installer to C:\install on LON-EX1
Perform the Exchange Server 2010 SP1 upgrade
Open the Exchange Management Console to confirm the successful
upgrade.

Activity Implementer The Activity Implementer field is used to denote the user or group
that will be implementing the activity.

Priority The Priority field is used to denote the priority of the activity, such
as Low, Medium, High, or Immediate.

Stage The Stage field can be used to display the current implementation
state of the activity, such as Initiate, Approve, Develop, Test, Release
MCT USE ONLY. STUDENT USE PROHIBITED
3-18 Key Concepts and Features

Manual activity form field Description


and Validate and Review.

Impacted Configuration Items The Impacted Configuration Items section is used to add
Configuration Items that the manual activity directly affects, such as
the computer Configuration Item that the Service Pack is being
installed on. This is useful when you are managing Configuration
Items, because you can see any associated manual activities on the
Related Items tab of the Configuration Items properties.

After completing the manual activity, you update it by using the Mark As Completed or Mark As Failed
task. These tasks are available when you are editing the manual activity from within the Activities tab of a
Change Request or Release record form or when you select the relevant manual activity from the All
Activities view in the Manual Activities folder of the Activity Management node in the Work Items pane of
the Service Manager console.
When marking a manual activity as Completed or Failed, you must add a comment. This is useful because
the comment is then added to the History tab of the manual activity form, which can be used for
troubleshooting failed activities.
For more information about how to add manual activities to a Change Request, go to the following
website:
How to Add Manual Activities to a Change Request
http://go.microsoft.com/fwlink/?LinkID=390284

Using Parallel Activities


Parallel activities provide a method of grouping
predefined activities into a container activity that
can then be added to a Change Request, Release
record, or Service Request. This is useful because
you can use parallel activities with Release records
to help depict the deployment sequence of
different Change Requests. Parallel activities can
also be used to run multiple activities at the same
time. A parallel activity is not completed until all of
the activities contained within it are completed.
As an example of using a parallel activity, consider
the following scenario:
You need to manage a Change in the IT environment that includes an upgrade of an internal line-of-
business application on a production server and several client computers running the Windows 7 and
Windows 8 operating systems. You decide to create a Change Request to manage the processes involved
in making this Change. The Change Request includes the following activities:
1. A review activity that is used to provide approval of the Change Request.
2. A manual activity that is used to manage the application upgrade on the production server.
A parallel activity that includes two manual activities, one for managing the application upgrade on the
client computers running Windows 7 and one for managing the application upgrade on the client
computers running Windows 8.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-19

A manual activity that is used to confirm whether the application upgrade was successful by running a
number of tests.
When you add activities, they are (by default) run in the order in which they were added. This means that
in the preceding scenario, the following activities would occur in the specified order:
1. The Change Request would be approved.
2. The upgrade to the production server would be performed and marked as completed.
3. The upgrade to the client computers running Window 7 and the upgrade to those running Windows
8 would be performed at the same time. As each activity is completed, it would be marked as such.
When both manual activities are completed, the parallel activity that contains them would
automatically be marked as completed.
4. When the both activities in the parallel activity are marked as complete, the tests can be performed to
confirm whether the upgrade was a success.
5. After the final activity is marked as complete, the Change Request is also marked as complete.
When you add a parallel activity to a Change Request, Release record, or Service Request, a form is used
to record the details of the activity, such as the title, description, area, stage, owner, and who the activity is
assigned to. You also add the relevant activities that will be made part of the parallel activity. This can
include a combination of activities such as manual activities, sequential activities, and other parallel
activities.
You can also create parallel activity templates that can be used with Change Requests, Service Requests,
and Release records. This is useful when there are standard activities that need to be performed as part of
standard Change Requests. The activities can be added into a parallel activity template and then used in a
Change Request, for example. This saves time because you do not then need to configure each activity
separately.
Parallel activities that have been added to work items can also be viewed and edited in the All Activities
view of the Parallel Activities folder in the Activity Management node of the Work Items pane in the
Service Manager console.

Using Review Activities


Review activities provide a method of controlling
when other activities are initiated in a work item.
For example, at the start of an activity tree in a
Change Request, you can add a review activity
that must be approved before any subsequent
activities in the tree can be started. Typically a
review activity is the first activity that is run in a
work item because it provides the starting point
for all other activities in the work item. As an
example, a review activity could be used in a
Change Request to obtain approval for the
Change being requested. Review activities,
however, can be added to any part of an activity tree, which is useful when multiple activities such as
parallel activities and sequential activities are added to a work item.
When adding a review activity, you use a form to record the details of the activity, such as the title,
description, and stage of the activity such as Approve, Develop, or Test. Listed in the following table are
the key sections of a review activity form, including a description of each.
MCT USE ONLY. STUDENT USE PROHIBITED
3-20 Key Concepts and Features

Review activity setting Description

Approval Condition Here you configure the approval logic that will be used in the review activity
to determine when the activity is complete. There are three approval
conditions that can be set:
Unanimous. All reviewers that are added to the review activity must approve
before the activity is considered completed.
Percentage. A configurable percentage of reviewers must approve before
the activity is considered completed.
Automatic. The review activity is automatically completed when this
condition is selected.

Line Manager Should When this option is selected, the line manager of the user who created the
Review work item that includes the review activity is added as a reviewer. The Line
Manager property must be configured in Active Directory Domain Services
(AD DS) for this to work.

Reviewers In the Reviewers section, you add the users that should review the work
items for approval or rejection. When adding a reviewer, you can also
choose to select the Has Veto and Must Vote options for the reviewer:
Has veto. If this option is selected, the reviewer can reject the Review Activity
even if all other reviewers approved. The Has Veto option always takes
precedence.
Must vote. When used with the percentage approval condition, if this option
is selected, the reviewer must vote before the work item is considered for
approval or rejection.

As an example of when a review activity is used, consider the following scenario:


You need to manage a Change that requires the approval of your line manager and the IT manager
before it can be applied. You create a Change Request that includes a review activity and the various
activities that will be used to manage the Change. When editing the review activity, you use the
Unanimous Approval condition and select the Line Manager Should Review checkbox and add the IT
manager as reviewers.
If both the line manager and the IT manager approve the review activity, the activity is marked as
completed and the next activity in the tree will start. If either the line manager or the IT manager rejects
the activity, the review activity will be marked as rejected. Any subsequent activities in the activity tree will
remain in a pending state and the Change Request will be marked as failed.
You can view, edit, delete, approve, and reject review activities from the Activities tab of a work item or
from the All Activities view of the Review Activities folder in the Activity Management node in the Work
Items pane of the Service Manager console. Review activities can also be approved or rejected via the
Self-Service Portal.
When approving or rejecting a review activity, you must include a comment, which can then be used to
explain why the activity was rejected or that can provide information that should be added to the review
activity when it is approved.
You can also create review activity templates by using the Create Template task in the Templates node of
the Library pane. This is useful when used with standard Changes such as applying Windows updates. You
can create a review activity template that includes the default reviewers who must approve the activity.
The template can then be added to a Change Request when Windows updates need to be applied.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-21

Using Runbook Automation Activities


Orchestrator provides the ability to automate data
center processes. It does this by using runbooks
that include runbook activities for process
automation. Activities within a runbook perform
actions such as running a .NET script or
monitoring an event log. When the Orchestrator
connector has been configured in Service
Manager, only runbooks with initialize data
activities that have been created in Orchestrator
are imported. After they are imported into Service
Manager, the runbooks can be viewed in the
Runbooks node of the Library pane in the Service
Manager console.
When Service Manager and Orchestrator are integrated, runbook automation activities can be used to
map parameters in Orchestrator to corresponding parameters in Service Manager. Service Manager can
then be used to initiate and manage runbooks in Orchestrator. For example, you can create a request
offering in Service Manager that maps to a runbook in Orchestrator to automatically back up or restore a
database in Data Protection Manager. The request offering can then be published to the Service Manager
Self-Service Portal, where end users complete a form that includes details of the database to be backed
up or restored. Service Manager then uses the parameters specified in the form to initiate the runbook in
Orchestrator by using a runbook automation activity.
To use runbook automation activities, you first create a runbook automation activity template. You create
the template by selecting a runbook from the Runbooks node in the Library pane and then clicking the
Create Runbook Automation Activity task. You then specify a name for the template, after which a
runbook activity template form opens. On this form, you configure the details for the runbook to be
initiated in Orchestrator. Standard fields are configured in the form, such as Title, Description, Area, Stage,
and Assigned To. Additionally, the Scheduling, Related Items, and Configuration Items tabs are also
available. The Runbook tab is used to configure the parameter mapping, such as the object ID that will be
used by the Orchestrator runbook to find the runbook activity that is being executed.
After the runbook activity template has been created, it can then be added to a Service Request template
that is then used in a request offering that is published to the Self-Service Portal.
Service Requests, the Self-Service Portal, and Request Offerings are covered in detail in Module 8.
For more information about using runbooks in Service Manager, go to the following website:
Using Runbooks in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390285
MCT USE ONLY. STUDENT USE PROHIBITED
3-22 Key Concepts and Features

Using Sequential Activities


Sequential activities in Service Manager are similar
to parallel activities in that they are both used to
contain other activities that can then be added to
work items such as Release records.
Where sequential activities are different, however,
is in the method used to process the activities
contained within them. The activities within a
parallel activity run simultaneously. In a sequential
activity, the activities run in sequence, one after
the other. Therefore, manual activities that must
be run in sequence can be stored inside sequential
activities. These are then nested inside of a parallel
activity that contains other activities that can be performed in parallel.
This is useful when you need multiple streams of processes that must be completed, some of which can be
run at the same time and others that must be run sequentially. All of them, however, might be related to
an overall project that is being managed by one parallel activity.
By using a sequential activity, you can add three manual activities that are used to manage the upgrade
process. When each activity is completed, the next activity in the sequence is automatically started. If any
activity in the sequence fails, any activity after it will not run and the sequential activity is marked as failed.
Sequential activities can be added, deleted, edited, and viewed from the Activities tab of a work item.
They can also be viewed and edited from the All Activities view of the Sequential Activities folder of the
Activity Management node in the Work Items pane in the Service Manager console.
You can also create sequential activity templates by using the Create Template task that is available from
the Templates node in the Library pane.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-23

Demonstration: Reviewing Activities in Service Manager


In this demonstration you will review Activities in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Work Items\Change Requests

View All Change Requests

2. Edit the Replace failed hard disk on LON-EX1 Change Request and review the Activities that are
listed in the Activities tab.
3. Note the first Activity is Approve Emergency Change Request
4. Close the Change Request without making any changes.
5. Expand Activity Management\Review Activities and then open the All Activities view.
6. Review the Approve Emergency Change Request Activity that is displayed in the details pane.
7. Close the Service Manager console.
Question: What must you create before you can use a runbook automation activity in
Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
3-24 Key Concepts and Features

Lesson 4
Managing Workflows
Workflows in Service Manager triggers business logic that is applied to a specific scenario under certain
conditions. For example, if an Incidents priority Changes to High then the support tier should
automatically Change to Tier 2. By using Workflows you can automate the process to ensure that correct
configuration of work items is applied at all times.
There are a number of different Workflows that can be configured in Service Manager, so it is important
that you understand the purpose of each Workflow and how they are configured.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the purpose of Service Manager Workflow Configurations.
Configure Service Manager Workflows.

Overview of Service Manager Workflows


When certain work items are created or updated
in Service Manager, you can configure workflows
to either apply a template or send a notification.
For example, when you create an Incident and
assign it to a user, you can create a workflow that
automatically sends an email notification to the
user to notify them that a ticket has been created.
Workflows are configured in the Configuration
view of the Workflows node, which is found in the
Administration pane of the Service Manager
console. You can check the status of a configured
workflow in the Status view in the Workflows
node. You can also look at the workflow log that displays the activities and their running status, which is
useful when troubleshooting failed or stalled workflows.
To configure a workflow, select the relevant workflow name, such as Release Record Event Workflow
Configuration, then in the Tasks pane, click the Configure Workflow Rules task. This opens the Configure
Workflows window. Here, you can use the Configure Workflows For Objects Of Class <Class name, such as
Release Record> Wizard to add a workflow rule. (You will learn how to use this Wizard in the next topic).
This method of creating a workflow is similar to other class types where a workflow can be implemented,
such as Incident, Change Request, activity, desired configuration or Service Request.
After the workflow has been created, it can be edited and removed from the Configure Workflows
window. The Configure Workflows window is displayed when you use the Configure Workflow Rules task.
The status of the workflow rule, including the related instances and logs, can be seen in the Workflows
node Status view.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-25

Configuring Service Manager Workflows


A workflow can be created for the following class
types:
Activity
Change Request
Incident
Desired Configuration Management
Release Record
Service Request
When configuring a workflow, the same wizard is
used irrespective of the workflow type being configured. For example, if you want to configure a Release
record event workflow, then you perform the following steps:
1. In the Service Manager console, open the Administration pane.
2. Then open the Workflows node and select Configuration.
3. Highlight Release Record Event Workflow Configuration and then in the Tasks pane, select the
Configure Workflow Rules task.
4. The Configure Workflows window will appear. Click Add. This opens Configure workflows for objects
of class Release Record wizard.
The table below provides a description of each page in the Configure workflows for objects of class
wizard. It includes a description of the settings that can be configured on each page:

Wizard page Description

Workflow Information Enter a descriptive display name for this workflow and if required, a
description stating what the workflow will do.
In the Check for events drop down, select either When an object is
created or When an object is updated. This will affect the criteria that can
be configured on the next page of the wizard.
Then select the Management Pack the workflow will be stored in. Note:
The Management Pack must not be a built-in unsealed Management
Pack. If a new custom unsealed Management Pack needs to be created
click New.

Specify Criteria This page can show two different views. If When an object is created has
been selected on the previous page, then a single tab named Changed to
will appear. If When an object is updated has been selected on the
previous wizard page, then two tabs named Changed from and Changed
to appears.
You use this to specify the criteria used to trigger the workflow.
For example, if you select the Impact property and click Add, and then
select Equals Major from the criteria box, the workflow will be triggered
when a new release record is created and the impact field is set to Major.
If the When an object is updated is selected, both tabs need the criteria
defined. The two tab views work in the same way as the previous
example.
On the Changed From tab, specify a property and add it to the criteria
field, such as Status.
In the criteria field update the selection, such as Status equals New.
MCT USE ONLY. STUDENT USE PROHIBITED
3-26 Key Concepts and Features

Wizard page Description


Select the second tab Changed To and specify the same property.
In the criteria field update the selection, such as Status equals In Progress.
When a Release record Status changes from New to In Progress this
triggers the workflow to apply the selected template.

Apply Template Use this if a work item template is going to be applied to the work item
such as a Release record. If a template is going to be applied at this point
then the Apply the selected template check box needs to be ticked. Then
highlight the required template.
A template isnt required to be selected to continue in the wizard. If the
correct template hasnt been configured yet then a workflow can be
revisited to apply the template.

Select People to Notify On the Select People To Notify page, select the Enable Notification option
and then select the user and the email message template to use when
sending a notification. You can choose from the following user types:
Affected User
Assigned To User
Closed By User
Created By User
Requested By User
You can either select a message template if one has already been
configured for the selected class (such as Release Record), or you can
create a new email template.

Summary On the Summary page, you can review the settings you have configured
and optionally go back through the wizard and make any necessary
changes before using the Create button to create the rule.

The steps listed in the table cover every wizard scenario available to workflow creation. There are some
pages in some scenarios however that are slightly different depending on the class. A description of the
classes and exceptions to the wizard are listed in the table below:

Class Description

Activity This allows an Administrator to create a workflow that modifies any


activity work item in the Service Manager environment. For example, if
the title of the activity contains Urgent the workflow changes the activity
priority to High. Email notifications can also to be sent to different users.
When creating a workflow for the activity class, it requires an extra step
before opening the wizard. When the Configure Workflow Rules task is
selected from the task pane, the Select a Class window appears. Here you
can select the type of activity the workflow needs to be applied to.

Change Request This allows an administrator to create a workflow to modify Change


Requests. For example, if the Impact field is set to Major then the
workflow changes the Risk to High. The workflow also enables users to be
notified by email when a workflow has been triggered.

Incident This allows an administrator to create a workflow to modify Incident work


items. For example, if the Urgency field is set to High the workflow will
change the Support Group to Tier 1. Notifications can be sent using this
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-27

Class Description
workflow, such as a notification to the assigned user of the Incident.
When creating the workflow, the wizard page Select Incident Template is
displayed slightly differently from the table above. A template is
configured via a radio button and drop down menu displaying the
available Incident templates. You can also preview the template.

Desired Configuration This workflow behaves differently from the workflows in the other five
Management classes as it is used in conjunction with the Configuration Manager
connector. The wizard will not continue past the welcome screen if the
Configuration Manager connector has not been configured.
The workflow wizard does not have a criteria page, instead it has a Select
System Center Configuration Manager Configuration Items page where
the configurations that have been imported can be viewed. Select the
required configurations, to include them in the workflow.
When an out of compliance CI appears in Service Manager, the workflow
will create a new Incident work item based on the failed desired
configuration.

Release Record This allows an administrator to create a workflow that modifies the
Release record work items. For example, if the Impact field is set to Major
then the workflow changes from Risk to High. The workflow also allows
users to be notified by email when a workflow has been triggered.

Service Request This allows an administrator to create a workflow that modifies Service
Request work items. For example, if the Source field is set to Portal then
the workflow changes the Urgency and Priority to Medium. The workflow
also allows users to be notified by email when a workflow has been
triggered. For example, to tell the operators that a new Service Request
has been created.

Demonstration: Reviewing Service Manager Workflows


In this demonstration you will review the various Workflows in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Workflows\Configuration

2. Review the Name and Description column for each Service Manager Workflow.
3. Discuss with students the purpose of each Workflow.
Question: Name three classes for which a workflow can be created.
MCT USE ONLY. STUDENT USE PROHIBITED
3-28 Key Concepts and Features

Lesson 5
Managing Templates
Service Manager templates enable you to apply default settings to the work item fields of Change
Requests, Incidents and Service Requests.
For example, you can use an Incident template to ensure that common fields within an Incident form are
automatically completed. This saves time when editing the form but also ensures the form is completed
correctly. Templates can also be used with Workflows. For example, where an Incident is updated to set
the support group to Tier 1, an Incident Template has been used to apply this Change.
It is important that you understand how to use Service Manager templates, so that you can ensure work
items such as Incidents and Change Requests are completed correctly and adhere to company policy.

Lesson Objectives
After completing this lesson, students will be able to:
Create an Incident Template.
Create a Change Request Template.
Create a Service Request Template.
Use Templates in Service Manager.

Creating an Incident Template


Incident templates in Service Manager provide a
method of automatically populating fields in an
Incident form. This not only saves time when
creating Incidents, but it also ensures that certain
fields such as Classification Category or Support
Group are configured correctly.
You can create Incident templates for Incidents
that are created in both the Service Manager
console and in the Self-Service Portal. Additionally,
Incident templates are used with the Operations
Manager Alert connector to ensure that relevant
fields such as Source, Impact, and Urgency are
configured appropriately when Incidents are created from an Operations Manager alert.

Creating an Incident Template


All templates that Service Manager uses can be found in the Templates node in the Library pane of the
Service Manager console. To create a new Incident template, the Create Template task is used. This opens
a Create Template dialog box in which you specify a name for the template, such as Contoso Incident
Template. You also specify the class that the template will be configured for, such as Incident. Finally, you
select an unsealed Management Pack that will be used to store the Incident template. You can create a
new Management Pack from here, which is useful when you need to store the template in a Management
Pack that will be exported and used in another Service Manager management group such as Production.
Templates can also be backed up by using this method.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-29

After you configure the Name, Class, and Management Pack for the Incident template, the Incident form
opens. Here, you can edit the relevant fields that should be set as default when you use the template with
an Incident.
You can also include activities and related items as default items in the Incident template. This can be
useful when you are creating an Incident template for a specific type of Incident, such as an E-Mail
Incident template. You can add related items such as Knowledge Base articles that can be used to
troubleshoot generic email-related Incidents.
You can also use the Duplicate task to create a copy of an existing template. This is useful when you need
to create multiple variants of a template that all contain a number of fields that are the same.

Using Incident Templates


When you create an Incident in the Service Manager console instead of using the Create Incident task,
you use the Create Incident From Template task. This opens a Create Incident From Template dialog box,
where you select the Incident template that the new Incident will be based on. After selecting the relevant
Incident template, the Incident form opens with all default settings applied as per the template that was
created. You can edit any of the fields just as you would when creating a new Incident including
preconfigured fields that have been populated by the template.
When you edit an existing Incident, you can also apply an Incident template by using the Apply Template
task. This task is available only when an existing Incidents properties form is opened. This is useful when
there are Incidents that have been created with incorrect properties, such as when the wrong Incident
template was used.
To use Incident templates with the Self-Service Portal, you create a new request offering, and apply the
Incident template as part of the request offering. The request offering is then published to the Self-Service
Portal or is published as part of a service offering. Request offerings and service offerings are covered in
detail later in this course.
For more information about how to create Incident templates, go to the following website:
How to Create Incident Templates
http://go.microsoft.com/fwlink/?LinkID=390279

Creating a Change Request Template


Before you can create a Change Request in Service
Manager, you must first choose a Change Request
template that it will be based on. Change Request
templates can include multiple activities within
them to enable an organizations IT process. The
activities must be included before the templates
are configured.
There are six Change Request templates provided
in Service Manager that can be used with Change
Requests. The following table shows the templates
that are available and includes a description of
each.
MCT USE ONLY. STUDENT USE PROHIBITED
3-30 Key Concepts and Features

Change Request template


Description
name

Emergency Change Request The Emergency Change Request template can be used when an
urgent Change needs to implemented, such as replacing a failed
disk in a redundant array of independent disks (RAID) array of a
production file server. Typically, Emergency Change Requests do
not follow the standard Change process and must be implemented
within a specific timeframe such as 24 hours. Emergency Change
Requests should be reviewed and approved by the Change
Advisory Board (CAB) before they are implemented and should
also include a post-implementation activity that is used to review
the Changes made. This template includes the following activities:
Approve Emergency Change Request Review Activity
Emergency Change Development Manual Activity
Emergency Change Testing Manual Activity
Emergency Change Deployment Manual Activity
Post-Implementation Review Manual Activity

Major Change Request The Major Change Request template can be used when either a
high-risk or a high-impact Change needs to be implemented, such
as upgrading a production mail server that will affect all users
email functionality during the Change. Typically, a Change
manager screens the Change Request and the CAB approves it. A
post-implementation activity should also be added to review the
Changes that have been implemented. The post-implementation
activity can also be used by Change managers to review and
improve the Change Management process. This template includes
the following activities:
Initial Screening Review Activity
Approve Change Request Review Activity
Change Development Manual Activity
Change Testing Manual Activity
Approve Change Deployment Review Activity
Change Deployment Manual Activity
Post-Implementation Review Manual Activity

Minor Change Request The Minor Change Request template can be used for low-risk or
low-impact Changes that need to be implemented, such as
upgrading a non-business critical application. This template
includes the following activities:
Approve Change Request Review Activity
Change Development Manual Activity
Change Testing Manual Activity
Change Deployment Manual Activity

Publish Offering The Publish Offering template is used to publish service and
request offerings as part of a Change. This template includes the
following activities:
Approve publishing Review Activity
Publish Offerings Automated Activity

Security Release The Security Release template can be used when security updates
need to be implemented because it includes the typical steps for
planning, developing, testing, and deploying security updates in
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-31

Change Request template


Description
name
the IT environment. This template includes the following activities:
Plan Security Patch Release Manual Activity
Develop Security Patch Release Manual Activity
Security Patch Release Acceptance Testing Manual Activity
Release Readiness Review Review Activity
Rollout Planning/Preparation Manual Activity
Release Deployment Manual Activity
Post-Implementation Review Manual Activity

Standard Change Request The Standard Change Request template can be used for pre-
approved Changes that have already been tested and are low risk,
such as creating a new mailbox on an Exchange server. This
template includes the following Activities:
Approve Change Request Review Activity
Apply Change Manual Activity

Although you must choose a Change Request template when creating a Change Request, you can modify
any of the properties of the Change Request after it has been created. This includes adding or removing
activities that have been added by a template. This allows you to customize the Change Request for your
environment and Change policy.
You can also create Change Request templates by using the Create Template task that becomes available
when the Templates node is selected in the Library pane of the Service Manager console.
When creating a Change Request template, you can add activities such as review activities or manual
activities that will be used when the Change Request is being created. This is useful because you can
create Change Request templates based on common Changes that occur in your environment and then
use them when creating the Change Request. This both saves time and ensures that the relevant fields
have been configured correctly in the Change Request form and that the relevant activities are included.
For more information about managing Changes and activities in Service Manager, go to the following
website:
Managing Changes and Activities in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390286

Creating a Service Request Template


Before a request offering can be published to the
selfservice portal for end users to submit, a
Service Request template must be created. Service
Manager has a built-in Service Request template
for this purpose. The template can also be copied
if a customized version of the template is required
by the business. New templates can be created
from scratch, using the Create Template task in
the Templates node, which is found in the Library
pane.
The Service Request template will typically contain
activities to map a process to complete a request.
MCT USE ONLY. STUDENT USE PROHIBITED
3-32 Key Concepts and Features

The activities can be tailored to meet the organizations Service Request process. Typically, a Service
Request will contain a review activity to allow a manager to approve or deny a request. It may also include
an Orchestrator runbook activity to perform the activities in Orchestrator in order to fulfill the request.
As an example, consider the following scenario:
You need to create a request offering that end-users in the Self-Service Portal can use to request a new
AD user. To facilitate this, create a Service Request template to be used when submitting the request
offering. To create the Service Request template, you perform the following steps:
1. From the Templates node in the Library pane, select the Create Template task.
2. Name the template Create New AD User, and select the Service Request class.
3. In the Service Request Template form, configure the Title field and other fields, such as the Urgency,
Priority and Source.
4. From the Activities tab, add a review activity named Approve New AD User, and then add the relevant
department manager reviewer.
5. Add a Manual Activity named Create New User in Active Directory and then configure the relevant
fields such as Activity Implementer.
After you save the Service Request template, it will become available when a new request offering is
created. The template can be edited further after it has been created to add or remove activities as
required.
For more information about Service Request templates, go to the following link:
How to Create Service Request Templates for New Request Offerings
http://go.microsoft.com/fwlink/?LinkID=511039

Using Templates
Templates are universal and can be used in a
number of different ways. Below are some
examples of how Templates can be used in Service
Manager.
Incident Templates
You can apply an Incident template by using the
following methods:
In the console, go to the Work Items pane,
select the Incidents node and then choose the
Create Incident from Template task. A window
will open and a template can be selected.
To edit an Incident, select Use the Apply Template task in the Service Manager Console.
To create an Incident event workflow, apply the Incident template that is used to update an Incident.
To configure the Operations Manager alert connector and Exchange connector in Service Manager,
select an Incident template and apply it to Incidents that have been automatically created by the
connector.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-33

Note: When end-users submit an Incident request from the Self-Service Portal, the Incident
template is automatically applied. The template is configured in the Service Manager Console
and then published to the Self-Service Portal. Service Request fulfillment is covered later in this
course.

Change Request Templates


You can apply a Change Request template by performing the following steps:
In the Service Manager Console, to go the Change Management node in Work Items pane and select
the Create Change Request task. A window will appear where a template can be selected.
When creating a Change Request event workflow you can apply a Change Request template to
update a Change Request.
Service Request Templates
You can apply a Service Request template by performing the following steps:
In the Service Manager Console, go to the Service Request Fulfillment node in the Work Items pane
and select the Create Service Request from Template task. A window will appear where a template
can be selected.
When creating a Service Request event workflow, you can apply a Service Request template to update
a Service Request.
When creating a Service Request offering for the Self-Service Portal, a Service Request template is
used.

Demonstration: Reviewing Templates in Service Manager


In this demonstration you will review Templates in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library

View Templates

2. Review the various Templates that are displayed.


3. Edit the Incident portal template and review the various fields that have been populated such as the
Source, Impact and Urgency fields.
4. Close the template without making any changes and then close the Service Manager console.
Question: What is the primary purpose of a Template in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
3-34 Key Concepts and Features

Lesson 6
Security and User Roles
Securing Access to the Service Manager Console and its various functions is managed by using User Roles.
A user role is a combination of a user role profile and scope. The user role profile determines the actions
that can be performed on an object and the scope determines the objects the actions can be performed
on.
There are many different profile types that can be used when creating User Roles in Service Manager, so it
is important that you understand the purpose of each profile and how they are configured within a User
Role. In addition to securing access to the Service Manager Console with User Roles, Run As Accounts are
used to run functions such as workflows and connectors.
In this lesson you will learn about Users Roles and Run As Account in Service Manager.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the various User Role Profile types that can be used when creating a User Role.
Create User Roles.
Create and manage Run As Accounts.

User Role Profile Types


In most organizations, different teams are
responsible for different areas of the IT
environment and the IT management process. For
example, there may be a SQL Server support team,
or a Windows Server support team. Team
members are responsible for the day-to-day
maintenance and operations of their respective
applications and possibly the underlying
infrastructure that they rely on.
In Service Manager, user roles and profile types
give administrators the ability to replicate these
responsibilities so that their level of access in the
Service Manager console is scoped appropriately.
For example, members of the SQL Server support team should only be able to view and work on Incidents
and Configuration Items related to SQL Servers in the Service Manager console. In Service Manager, this is
facilitated by using a combination of User Roles and Profiles.
Service Manager provides a number of built-in user role profiles that you can use. In addition, you can
create new custom user roles based on any of the built-in user role profiles. This provides the ability to
fine-tune the level of access in the Service Manager console.
To view all user role profiles in a Service Manager environment, perform the following steps in the Service
Manager console:
1. Move to the Administration pane in the Service Manager console.
2. Expand the Security node and highlight User Roles.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-35

The following table shows all built-in user role profiles and a description of each role:

User Role Description

Activity Implementers These users can edit manual activities that are in their queue. Users
have read-only access to all other work items and Configuration
Items that are in their queue.

Administrators These users have full and unrestrictive access to the whole Service
Manager environment within this SCSM Management Group.

Advanced Operators These users can create and edit any work items and Configuration
Items in the Service Manager environment.

Change Initiators These users can only create new Change Requests and activities.
They also have read-only access to other work items.

Service Request Analysts These users can create and edit Service Requests and activities. They
also have read-only access to all other work items.

End Users These users can only use the Self-Service Portal to consume request
offerings and knowledge articles.

Read-Only Operators These users only have read-only access to all work items.

Release Managers These users can create and edit Release records and activities. They
also have read-only access to all other work items.

Authors These users can create and edit any work items and Configuration
Items. They can create and edit Self-Service Portal announcements
and also make some customizations in Management Packs such as
views, templates and list items.

Problem Analysts These users can create and edit Problems and activities. They also
have read-only access to all other work items.

Workflows These users can create and edit any Configuration Items or work
items.

Incident Resolvers These users can create and edit Incidents, Problems and manual
activities. They have read-only access to any other work item.

Change Managers These users can create and edit Change Requests and activities. They
also have read-only access to all other work items.

For more information about user role profiles, go to the following link:
About User Roles
http://go.microsoft.com/fwlink/?LinkID=511040
MCT USE ONLY. STUDENT USE PROHIBITED
3-36 Key Concepts and Features

Creating User Roles


User roles make administering access to Service
Manager much easier, because you simply add the
users or groups to a user role and then select
which element of Service Manager the user role
will have access to.
When configuring user roles, either you can add
relevant members to an existing user role, or if you
need granular control of the scope, you can create
a new user role that is based on an existing user
role profile, such as End User or Read-Only
Operator.
To illustrate how this works, review the following
table, which describes how to use the pages of the User Role Wizard when creating a user role based on
the End-User profile.

User Role Wizard page, when creating an


Description
End-User user role

General Specify a name for the user role. This name will be
displayed in the User Role section of the Service
Manager console.

Management Packs Select the Management Packs that are used to filter
the scope of data that is made available to members
of the user role being created.

Queues Select the queues that define the work items that
can be accessed when the user role is created. This
is useful because you can, for example, select on this
page a previously created queue that defines all
alerts that have been escalated. The user role can be
used to then display only alerts that have been
escalated.

Configuration Item Groups Select the groups of Configuration Items that


should be made available to members of the user
role you are creating. This can be useful when you
need to limit access to a specific Configuration Item
type, such as Mobile Devices or Computers.

Catalog Item Groups Select the groups of Catalog Items that should be
made available to members of the user role you are
creating. This is particularly useful when granting
end users access to Request Offerings and Service
Offerings by using the Self-Service Portal.

Form Templates Select the form templates that should be made


available to members of the user role you are
creating. For example, you can create specific
Change Request templates and select them on this
page to restrict which templates can be used when
creating Change Requests.

Users Add the users and groups that will become


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-37

User Role Wizard page, when creating an


Description
End-User user role
members of the user role you are creating.

Summary View the options selected when working through


the wizard and, if necessary, go back and make any
required changes.

After completing the User Role wizard, the new user role can be viewed and edited in the User Roles
section of the Service Manager console.
Other user role profiles that can be used when creating user roles include Advanced Operator, Author,
Change Initiator, Problem Analyst, Release Manager, and Service Request Analyst.
For more information about user role profiles in Service Manager, go to the following link:
Appendix A - List of User Role Profiles in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390261

Creating and Managing Run As Accounts


Run As accounts in Service Manager are used to
run workflows and operational database tasks.
They are also used to provide the credentials for
connectors that import data from other systems
such as Operations Manager and AD DS. It is
important that you understand how Run As
accounts are used in Service Manager and how
they can be updated to align with your
organizations security policy.
When installing the Service Manager Management
Server, you are prompted for the credentials to be
used with Service Manager Services. The
credentials specified here are used by the System Center Data Access Service and System Center
Management Configuration service on the Management Server. A Run As account named Operational
Database account is also created in Service Manager. Similarly, you are prompted for the Service Manager
Workflow account credentials during the installation of the Management Server. These credentials are
used to run workflows in Service Manager, and a Run As account named Workflow account is
automatically created in Service Manager. The Workflow account is also added to the Service Manager
Workflows user role. Run as accounts cant be created in the Service Manager console they can only be
created in a Service Manager PowerShell window.
For more information about creating run as accounts for Service Manager in PowerShell, go to the
following link:
New-SCSMRunAsAccount
http://go.microsoft.com/fwlink/?LinkID=511041
MCT USE ONLY. STUDENT USE PROHIBITED
3-38 Key Concepts and Features

As part of your organizations security policy, the passwords for these accounts might expire and need
updating. You might also need to change the user credentials for these accounts. In these circumstances,
you must also update Service Manager. The following table describes the steps for updating the user
credentials and password for the Service Manager Services account.

Steps for updating the user credentials and


password for the Service Manager Services Description
account

Update the local administrator group The new user account must be added to the local
administrators group on the following computers
running Service Manager:
Service Manager management server
Data warehouse management server
Self-Service Portal
Service Manager database
Data warehouse databases

Update the Service Manager Administrators The new user account must be added to the
user role Administrators user role for both the Service
Manager Management Group and the Service
Manager Data Warehouse Management Group.

Update the logon account for the Service The logon account for the System Center Data
Manager Windows Services Access Service and System Center Management
Configuration services must be updated with the
new user account credentials. If only the password
for the account has changed, only the password for
these services are updated. The services should be
restarted after they are updated.

Update the Microsoft SQL Server logon A new SQL Server logon for the new user account
account must be created on the computer running SQL
Server that is hosting the Service Manager database.
The sysadmin and public server roles should be
added to the logon.

Update the Self-Service Portal Application In Microsoft Internet Information Services (IIS)
Pool account Manager, the identity of the SM_AppPool
application pool must be updated with the new user
account credentials.

Update the Operational Database Account In the Run As Accounts section of the Security
Run As Account in Service Manager Manager console, the Operational Database
Account Run As account must be updated with the
new user account credentials.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-39

If the credentials for the Workflow account need to be changed, the steps outlined in the following table
must be performed.

Steps for updating the user credentials and


Description
password for the Workflow account

Update the Workflow account Run As account In the Run As Accounts section of the Security
in Service Manager Manager console, the Workflow account Run
As account must be updated with the new user
account credentials and password.

Update the Service Manager Workflows user The new user account must be added to the
role Workflows user role in Service Manager. The
old user account should also be removed from
here.

For more information about Managing Run As accounts in Service Manager, go to the following link:
Managing Run As Accounts in System Center 2012 - Service Manager
http://go.microsoft.com/fwlink/?LinkID=390259

Demonstration: Reviewing User Roles in Service Manager


In this demonstration you will review the various User Roles in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager


Console

Pane Administration\Security

View User Roles

2. Review the various User Roles that are available.


3. Edit the End Users User Role and review the options available on the following tabs:
General
Queues
Configuration item Groups
Catalog item Groups
Form Template
Users
4. Close the End Users User Role without making any changes and then close the Service Manager
console.
Question: What is the primary function of a User Role in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
3-40 Key Concepts and Features

Lab: Configuring Service Manager for StockTrader and


DinnerNow
Scenario
In order to manage the StockTrader and DinnerNow applications in Service Manager you must first create
the Management Packs that will be used to store application specific components such as Templates. You
must also create the Configuration Items for the DinnerNow and StockTrader applications. These
Configuration Items can then be associated with Work Items such as Incidents or Change Requests when
managing them in Service Manager.

Objectives
After completing this lab, students will be able to:
Configure Service Manager for DinnerNow.
Configure Service Manager for StockTrader.

Lab Setup
Estimated Time: 35 minutes
Host 1 Virtual Machines: LON-DC1, LON-SM1
Host 2 Virtual Machines: LON-DW1
User Name: Contoso\Administrator
Password: Pa$$w0rd
For this lab, you will use the available virtual machine environment. Before you begin the lab, you must
ensure that the virtual machines are running by completing the following steps:
1. On HOST1, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
2. In Hyper-V Manager, click LON-DC1, and in the Actions pane, click Start.
3. In the Actions pane, click Connect. Wait until the virtual machine starts.
4. Log on by using the following credentials:
User Name: Administrator
Password: Pa$$w0rd
Domain: Contoso
5. Repeat steps 24 for all the following virtual machines:
LON-SM1
6. On HOST2, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
7. In Hyper-V Manager, click LON-DW1, and in the Actions pane, click Start.
8. In the Actions pane, click Connect. Wait until the virtual machine starts.
9. Log on by using the following credentials:
User Name: Administrator
Password: Pa$$w0rd
Domain: Contoso
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-41

Note: Before starting this lab, make sure that all Windows Services that are set to start
automatically are running, except for the Microsoft .NET Framework NGEN v4.0.30319_X86
and.NET Framework NGEN v4.0.30319_X64 services, because these services stop automatically
when they are not in use.

Exercise 1: Create a Management Pack, Work Item Templates and


Configuration Items for DinnerNow
Scenario
In order for the DinnerNow application to be represented appropriately in Service Manager you must
create a Management Pack, Work Item Templates and Configuration Items. These can then be referenced
when creating Work Items such as Incidents and Changes Requests that relate to the application.
The main tasks for this exercise are as follows:
1. Create the DinnerNow management pack
2. Create an Incident template for DinnerNow
3. Create a change request template for DinnerNow
4. Create a software configuration item for DinnerNow

Task 1: Create the DinnerNow management pack


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Management Packs

2. Use the Create Management Pack task to create a new Management Pack with the following
settings, all other settings should be left as default:
Name: DinnerNow_MP
Description: Management Pack for DinnerNow objects

Task 2: Create an Incident template for DinnerNow


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library
MCT USE ONLY. STUDENT USE PROHIBITED
3-42 Key Concepts and Features

Location Value

View Templates

2. Use the Create Template task to create a new Template with the following settings, all other
settings should be left as default:
Name: DinnerNow Incidents
Description: Incident Template for DinnerNow
Class: Incident
Management Pack: DinnerNow_MP
3. Create the template by clicking OK and then configure the following values:
Title: DinnerNow
Classification Category: Software Problems
Source: Console

Task 3: Create a change request template for DinnerNow


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library

View Templates

2. Use the Create Template task to create a new Template with the following settings, all other
settings should be left as default:
Name: DinnerNow Change Requests
Description: Change Request Template for DinnerNow
Class: Change Request
Management Pack: DinnerNow_MP
3. Create the template by clicking OK and then configure the following values:
Title: DinnerNow
Activities: Add a Default Review activity and set the Title to Approve Change
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-43

Task 4: Create a software configuration item for DinnerNow


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Configuration Items\Software

View All Software

2. Use the Create Software task to create a new Software Item with the following settings, all other
settings should be left as default:
Display Name: DinnerNow
Asset Status: Deployed
Publisher: Contoso
Version String: 3.1
Product Name: DinnerNow
Locale ID: 44
Is Virtual Application: True

Results: After this exercise, you should have created a Management Pack for the DinnerNow application.
You should have then created an Incident Template that will be used to automatically populate Incident
settings for the DinnerNow application. You should have then created a Change Request Template and a
Software Configuration Item for DinnerNow.
MCT USE ONLY. STUDENT USE PROHIBITED
3-44 Key Concepts and Features

Exercise 2: Create a Management Pack, Work Item Templates and


Configuration Items for StockTrader
Scenario
In order for the StockTrader application to be represented appropriately in Service Manager you must
create a Management Pack, Work Item Templates and Configuration Items. These can then be referenced
when creating Work Items such as Incidents and Changes Requests that relate to the application.
The main tasks for this exercise are as follows:
1. Create the StockTrader management pack
2. Create an Incident template for StockTrader
3. Create a change request template for StockTrader
4. Create a software configuration Item for StockTrader

Task 1: Create the StockTrader management pack


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Management Packs

2. Use the Create Management Pack task to create a new Management Pack with the following
settings, all other settings should be left as default:
Name: StockTrader_MP
Description: Management Pack for StockTrader objects

Task 2: Create an Incident template for StockTrader


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library

View Templates

2. Use the Create Template task to create a new Template with the following settings, all other
settings should be left as default:
Name: StockTrader Incidents
Description: Incident Template for StockTrader
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-45

Class: Incident
Management Pack: StockTrader MP
3. Create the template by clicking OK and then configure the following values:
Title: StockTrader
Classification Category: Software Problems
Source: Operations Manager

Task 3: Create a change request template for StockTrader


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library

View Templates

2. Use the Create Template task to create a new Template with the following settings, all other
settings should be left as default:
Name: StockTrader Change Requests
Description: Change Request Template for StockTrader
Class: Change Request
Management Pack: StockTrader _MP
3. Create the template by clicking OK and then configure the following values:
Title: StockTrader
Activities: Add a Default Review activity and set the Title to Approve Change

Task 4: Create a software configuration Item for StockTrader


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Configuration Items\Software

View All Software

2. Use the Create Software task to create a new Software Item with the following settings, all other
settings should be left as default:
Display Name: StockTrader
MCT USE ONLY. STUDENT USE PROHIBITED
3-46 Key Concepts and Features

Asset Status: Deployed


Publisher: Contoso
Version String: 5.1
Product Name: StockTrader
Locale ID: 45
Is Virtual Application: True

Results: After this exercise, you should have created a Management Pack for the StockTrader application.
You should have then created an Incident Template that will be used to automatically populate Incident
settings for the StockTrader application. You should have then created a Change Request Template and a
Software Configuration Item for StockTrader.

Question: You need to ensure that when any new Change Request is created that certain
fields within the Change Request form are automatically completed. What should you do?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 3-47

Module Review and Takeaways


Review Question(s)
Question:
You need to ensure that before any changes are applied in the IT environment that they are
approved by Change Management. What activity should you add to the Change Request
template?
MCT USE ONLY. STUDENT USE PROHIBITED
3-48 Key Concepts and Features
MCT USE ONLY. STUDENT USE PROHIBITED
4-1

Module 4
Configuring Service Manager for Your Environment
Contents:
Module Overview 4-1
Lesson 1: System Center 2012 R2 Service Manager Initial Configuration 4-2
Lesson 2: Configuring Business Services 4-11
Lesson 3: Configuring Access for your Support Teams 4-17
Lesson 4: Configuring Notifications 4-25
Lab: Configuring Service Manager For Your Environment 4-30
Module Review and Takeaways 4-48

Module Overview
After installing Service Manager in your environment there will be number of initial configuration tasks
that should be performed in order to customize it to your environment and your needs. For example, you
can edit the Incident settings and configure the Priority Calculation that should be applied to Incidents
when they are created in Service Manager based on the Urgency and Impact applied to an Incident. This
provides a method of measuring Service Level Agreements with Incidents.
In this module you will learn some of the key configuration tasks that should be performed in Service
Manager in order to customize it for your environment.

Objectives
After completing this module, students will be able to:
Perform initial configuration tasks in Service Manager.
Configure Business Services.
Configure Access for your support teams.
Configure Notifications.
MCT USE ONLY. STUDENT USE PROHIBITED
4-2 Configuring Service Manager for Your Environment

Lesson 1
System Center 2012 R2 Service Manager Initial
Configuration
In order to customize Service Manager to make it more aligned to your business needs there are a
number of configuration tasks that can be performed.
This includes Incident and Problem settings, Activity and Service Request Settings, Change Request and
Service Request Settings, Data Retention Settings and Knowledge Management Settings.
In this lesson you will learn some of the key settings that should be configured in Service Manager that
will customize it for your environment and business needs.

Lesson Objectives
After completing this lesson, students will be able to:
Configure Lists.
Configure Knowledge Management settings.
Configure Service Request settings.
Configure Release Management settings.
Configure Incident settings.
Configure Change Request settings.
Configure Activity settings.
Configure Problem settings.
Configure Data Retention settings.

Configuring Lists
In Service Manager most of the data is brought
into the environment via forms and dialog boxes.
Form drop-down and dialog boxes are called lists
and they typically contain multiple list items. Each
list item has a potential value for a property of the
list.
After Service Manager is installed, a number of
lists and list items are created that can be
customized to meet the organizations needs, so
that the Service Manager console fully reflects
business practices. For example, when creating an
incident, the drop down list representing the
Classification Category may not contain all of the problem categories, and so additional categories can be
added to make the list more relevant to the problem being recorded.
Each list item has a unique reference identifier called a GUID, this gives the item a unique identity in the
Service Manager environment and allows list items to be translated into different languages. Many built-
in Service Manager management packs make reference to these list items and their GUIDs. If any of the
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-3

list items are deleted from the Service Manager environment, some management packs or event
workflows may not work.

Note: If existing list items do not fit existing organization needs and therefore need to be
removed from the Service Manager environment, do not delete the list item. Best practice
suggests that renaming existing list items is a better course of action. This will then maintain links
between built-in list item GUIDs and built-in management packs and event workflows that rely
on them. For example, if a default list item has the name Hardware Problems it can be renamed
to Computer Issue.

Follow the steps below to create or edit additional list items:


1. Move to the Library pane and select the Lists node.
2. Highlight the list from the center pane that needs a list item modified. Once highlighted, select the
Properties task from the Tasks pane.
3. The lists properties window will appear. Here you can:
4. Select an existing list item and change its name. If required, select or create a new management pack
to store the changes.
5. Select the Add Item button and add a new list item to the list. If required, select or create a new
management pack to store the changes.
6. Select the Add Child button and add a child list item under an existing list item. If required, select or
create a new management pack to store the changes.
7. Click OK to accept the changes.
For more information about Service Manager lists, go to the following link:
About Groups, Queues, and Lists
http://go.microsoft.com/fwlink/?LinkID=511042

Knowledge Management Settings


Technical problems occur in all IT organizations.
Once the problem has been fixed, the process of
solving it can be recorded in a knowledge article,
in order to ensure there is a quick diagnosis when
handling such problems in the future. Knowledge
articles can be searched and linked to existing
work items and configuration items to become a
useful knowledge base for the organization.
In order to store knowledge articles, you will need
to use the Knowledge Management settings to
configure the prefix, which is usually applied to
the ID of all new knowledge articles created in
Service Manager. The prefix setting is useful when you need to adhere to your organizations corporate
standards when creating knowledge articles. By default, the prefix is set to KA.
MCT USE ONLY. STUDENT USE PROHIBITED
4-4 Configuring Service Manager for Your Environment

To change the prefix of all new knowledge articles, do the following:


1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Knowledge Management Settings setting, then select Properties in the Tasks pane.
4. The Knowledge Management Settings window appears. Enter a new prefix and click OK.

Service Request Settings


When an end user requests a service or feature
from the IT organization, a service request work
item is created. This is used to record, track and
process the request and ensure that it follows the
organizations standards.
The Service Request settings can be used to apply
a prefix to all new service requests. The default
prefix is SR.

Note: All existing service requests will retain


the previously configured prefix.

You can configure the maximum number of files (the default is 10) and the maximum file size (the default
is 64 KB) that can be attached to a service request. This is useful when you need to restrict the amount of
data gathered in service requests.
To change the prefix of all new service requests and the attachment limits, follow the steps below:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Service Request Settings option, then select Properties in the Tasks pane.
4. The Service Request Settings window appears. Enter a new prefix for the service request. Then if
required, modify the maximum amount of files that can be attached to one service request. You can
also set the maximum size (in KBs) for each attachment. Then click OK.

Note: Files attached to service requests are stored in the Service Manager database.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-5

Release Management Settings


Release records help organizations to control the
lifecycle of all changes in the IT environment. They
contain the deployment sequences and special
tasks that need to be followed, to ensure that
approved changes are performed in a timely and
cost effective manner.
The Release Management settings can be used to
apply a release record ID prefix to all new Release
records. The default prefix is RR. You can also
configure the maximum number of files (the
default is 10) and the maximum file size (the
default is 64 kilobytes (KB)), that can be attached
to a release record. This is useful when you need to restrict the amount of data gathered in release
records.
To change the prefix of all new release records and the attachment limits, follow the steps below:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Release Management Settings option, then select Properties in the Tasks pane.
4. The Release Management Settings window appears. Enter a new prefix for the service request. Then if
required, modify the maximum amount of files that can be attached to one release record. You can
also set the maximum size in KBs that each attachment can be. Once complete, click OK.

Note: Files attached to service requests are stored in the Service Manager database.

Incident Settings
Incident work items are created to capture end
user issues and environment problems and can be
linked with configuration items and users in the
organization.
There are various Incident settings that can be
configured, including the resolution time. This
setting is used to record Incident resolution times
for Service Level Agreements (SLAs). For each
Incident Priority (1 to 9), you add a Target
Resolution Time. For example, for Priority 1
incidents, you can specify that the incident must
be resolved within two hours, whereas Priority 5
incidents should be resolved within five hours. The check box Do not use and show legacy Target
Resolution Time on Incident Form banner enables an administrator to disable the target Resolution Time
function. This allows the organization to use only Service Level Agreements to record the resolution time
in an environment.
MCT USE ONLY. STUDENT USE PROHIBITED
4-6 Configuring Service Manager for Your Environment

Note: The Resolution Time function in an Incident work item is not the same as the Service
Level Objectives function in the Service Manager environment. It is not recommended to use the
Resolution Time Function as time is recorded 24 hours a day, 7 days a week. Whereas Service
Level Objectives allow you to configure Service Level Agreements based on your organizations
actual work hours. Service Level Objectives are covered in detail in Module 10.

There are other Incident settings, including the Priority Calculation. This lets you decide how the priority
of Incidents should be calculated, based on the Urgency and Impact assigned to them. For example, an
Incident with a Low Impact and a Low Urgency can be set to a Priority of 9, whereas an Incident with a
High Impact and a High Urgency can be set to a Priority of 1. The table below displays the default values
of each possible combination of Urgency and Impact:

Impact

Urgency Low Medium High

Low 9 8 7

Medium 6 5 4

High 3 2 1

You can also configure the maximum number of files (the default is 10) and the maximum file size (the
default is 2 megabytes or MB) that is attached to an Incident. In addition, you can specify the Web
console URL for the Operations Manager Web console. When Incidents are generated from an Operations
Manager alert, a link is provided to the alert in the Operations Manager Web console.
The Default support group setting can be used to apply a default support group to any new Incident
created in the Service Manager Console. Note that if an Incident template is used, the default support
group will be overridden.
If Service Manager has been configured to accept email messages as Incidents, you must add a Universal
Naming Convention (UNC) path to a folder where the email messages are stored. This is known as the
drop folder. Service Manager uses the From field in the email to associate the Incident with a user. You
can also add a UNC path to a folder where the emails cannot be associated with a user. This is known as
the bad folder. It is recommended to use the Exchange connector in Service Manager as the existing email
function which will require a sub SMTP domain. The Exchange connector is covered in Module 5.
You can also configure how Service Manager processes parent/child incidents. For example, you can
configure Service Manager to automatically resolve child incidents when a parent incident has been
resolved. You can also configure the default status of a child incident when it is linked to a parent.
Follow the steps below to change the prefix of all new incidents and the attachment limits:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Incident Settings option and then select Properties in the Tasks pane.
4. The Incident Settings window appears. Here you can:
Enter a new prefix for the Service Request and Default support group. You can also modify the
maximum amount of files that can be attached to one release record and the maximum size in KBs
that each attachment can be.
Select the required options for the Parent Incident automatic actions
Set the Priority Calculation for an Incident
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-7

Set Target Resolution Times


Set the Operations Manager Web console URL.
Set Incoming Email options
5. Once all settings have been made click OK.

Note: Files attached to service requests are stored in the Service Manager database.

For more information about Incident settings, go to the following link:


About Configuring Incident Management in Service Manager
http://go.microsoft.com/fwlink/?LinkID=511043

Change Request Settings


When an organization needs to make a change to
the IT environment, the change must be managed
to ensure success and minimize risk. Change
Request work items provide this functionality.
The Change Request settings can be used to apply
a prefix to the ID of any new change requests. The
default is CR. You can also configure the maximum
number of files (the default is 10) and the
maximum file size (default is 64 KB) that can be
attached to a Change Request.
Use the steps below to change the prefix of all
new Change Requests and the attachment limits:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Change Request Settings option and then select Properties in the Tasks pane.
4. The Change Request Settings window appears. Enter a new prefix for the Service Request. Here you
can also modify the maximum amount of files that can be attached to one change request and the
maximum size in KBs that each attachment can be. Once complete, click OK.

Note: Files attached to change requests are stored in the Service Manager database.

For more information about change request settings, go to the following link:
How to Configure General Change Settings
http://go.microsoft.com/fwlink/?LinkID=511044
MCT USE ONLY. STUDENT USE PROHIBITED
4-8 Configuring Service Manager for Your Environment

Activity Settings
Activities define the tasks that need to be
performed when completing work items such as
Change Requests and Service Requests. Multiple
activities can be used together to provide a
workflow for an operator to follow.
The Activity settings can be used to apply a prefix
to the ID of any new activities. This includes the
following activity types: Activity (AC), Manual
(MA), Review (RA), Parallel (PA), Sequential (SA),
Dependent (DA), and Runbook (RB). The default
values are shown in brackets.
Use the following steps to change the prefixes of
all new activities:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Activity Settings option and then select Properties in the Tasks pane.
4. The Activity Settings window appears. Enter the new prefixes for all activity types. Once complete,
click OK.
For more information about activity settings, go to the following link:
How to Configure General Activity Settings
http://go.microsoft.com/fwlink/?LinkID=511045

Problem Settings
Problem records in Service Manager are used to
document problems to help you resolve the root
cause of an incident or incidents.
The Problem settings are used to apply a problem
ID prefix to all new problems. The default is PR.
You can also change the maximum number of files
(the default is 10) and the maximum file size (the
default is 64 KB) that can be attached to a
problem record. Additionally, you can configure
the Priority calculation for Problem records based
on the records Impact and Urgency settings. This
is configured in the same way as the Incident
settings.
Use the following steps to change the prefix of all new problems and the attachment limits:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Problem Settings option and then select Properties in the Tasks pane.
4. The Problem Settings window appears. Here you can:
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-9

Enter a new prefix for service request.


Modify the maximum amount of files that can be attached to one problem and the maximum size in
KBs that each attachment can be.
Set the priority calculation for a problem
5. Once all settings have been made, click OK.

Note: Files attached to problems are stored in the Service Manager database.

Data Retention Settings


The Data Retention settings determine how long a
closed work item remains in the Service Manager
database before it is removed. By default,
Incidents that are closed are removed from the
Service Manager database after 90 days. Closed
Change Requests, Release Records, Service
Requests, and Problems are removed after 365
days. You can change the retention time for each
work item as a number of days.
You can also change how long historical data
should remain in the Service Manager database.
The default is 365 days. These settings are
important and have an overall impact on the size of the Service Manager database, which in turn, can
impact the performance of the Service Manager environment. After a work item is groomed from the
operational database, the information of the work item object is only available in the Service Manager
Data Warehouse.
Use the following steps to change the Data Retention settings of the Service Manager environment:
1. Open the Administration pane.
2. Select the Settings node.
3. Highlight the Data Retention Settings option and then select Properties in the Tasks pane.
4. The Data Retention Settings window appears. Enter the new values for the different retention settings
5. Once all settings have been completed, click OK.
Data Retention for the Service Manager data warehouse cannot be configured using the Service Manager
console. Instead you must use an SQL Server query. For more information about configuring data
retention for the Service Manager data warehouse visit the following website:
How long does the Service Manager Data Warehouse retain historical data?
http://go.microsoft.com/fwlink/?LinkID=524278
MCT USE ONLY. STUDENT USE PROHIBITED
4-10 Configuring Service Manager for Your Environment

Demonstration: Reviewing Service Manager Default Settings


In this demonstration you will review the default settings in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager


Console

Pane Administration

View Settings

2. From the details pane double-click each of the following settings and then review the options
available in each:
Knowledge Management Settings
Service Request Settings
Activity Settings
Release Management Settings
Data Retention Settings
Incident Settings
Problem Settings
Change Request Settings
Question: You have configured an Incident Prefix in the Incident Settings of the Service
Manager console but you notice that existing incidents prefix has not updated. Why is this?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-11

Lesson 2
Configuring Business Services
Business Services in Service Manager provide a method of representing services that you provide to the
business. This enables Work Items such as Incident Records, Changes Requests, Problems Records and
Service Requests to be mapped to them. For example, when you create a Change Request to update a
Business Service you can add the Business Service to the Change Request as a Related Item. This is useful
as when you view the Related Items of the Business Service you can immediately see any Work Items that
have been associated with it and determine what work is being performed on the Business Service.
In addition you can associate Incident Records with Business Services as Related Items. This allows you to
record and view any Incidents related to the Business Service. In Operations Manager a Business Service
can be thought of as a Distributed Application Diagram where all components of the service are being
monitored by Operations Manager. When Operations Manager and Service Manager are integrated
Distributed Application Diagrams created in Operations Manager can be imported as Business Services in
Service Manager.
In this lesson you will learn how Business Services are created in Service Manager including how they are
configured to represent key services in your organization.

Lesson Objectives
After completing this lesson, students will be able to:
Create a Business Service in Service Manager.
Configure the Service Components and Service Dependents of a Business Service.
Associate Work Items with Business Services.
Create Business Services from Distributed Application Diagrams in Operations Manager.

Creating a Business Service


Business Services in Service Manager can be
created manually, or they can be imported from
distributed applications that have been configured
in Operations Manager. Business Services can also
be created from services that have been deployed
in Virtual Machine Manager. To manually create a
Business Service, you use the Create Service task
that is available when you select the All Business
Services view in the Business Services node of the
Configuration Items pane in the Service Manager
console.
When creating a new business service, a Business
Service Form is used to store all of the service details. There are six tabs in the form that are used to store
service details. The following table describes some of the key service elements that are added when you
create a new business service.
MCT USE ONLY. STUDENT USE PROHIBITED
4-12 Configuring Service Manager for Your Environment

Business Service Form tab Description

General Add the display name of the service, such as Intranet, and
specify the classification of the service, such as Internal
Application. You also add the status of the service, such as In
Service or In Maintenance. Additionally, you add the relevant
users of the service, such as Service Owner, Service Contact,
Service Customers, and Affected Users. It is important to add
this information to the service, because any relevant work
items, such as Incidents or Problems that are created for the
service, will be associated with the work items correctly.

Service Components Add the relevant components that the service depends on,
for example, the computers that the intranet website is
hosted on. You do this by adding a category such as
Computers Group and then adding the relevant
configuration items, such as computers, to the category.
When related work items such as Incidents or Problems are
created for the service, these work items can also be viewed
from this tab. This is useful because you can quickly view and
open any relevant incidents that have been logged for the
service, and then view the resolution status for them.

Service Dependents Add items that use the service. This can include other
configuration items that use the service, such as other
services.

Related Items Add, remove, and view any work items affecting the service,
which could include Incidents that have been logged for the
service. You can also add, remove, and view related work
items and configuration items such as computers, services,
and people that are related to the service. You can use this
tab to view any related actions that are being performed
against the service, such as a change request or an activity.

History View changes that have been applied to the service. This is
useful because any actions performed against the service,
such as changing the services status or adding a related
Incident, are recorded here, including the date, time, and
user who made the change.

Notes Include any notes relating to the service. Notes could include
details of a pending upgrade, for example.

When the business Service has been created, it can be viewed and edited from the All Business Services
view. The organization, priority, status, and classification of the service are also displayed here.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-13

Configuring the Service Components and Service Dependents of a Business


Service
The Service components in a Business Service,
represent the components of an organizations
service such as, a line of business application.
These are typically the core infrastructure
components in the IT environment that the service
requires in order to function appropriately.
For example, a simple e-commerce website that
requires a web server and database can be
represented in a Business Service. The computers
that are hosting the web site and database will be
included as components within the Business
Service. When a service component is highlighted
in the Business Service form, a Related work items field displays the work items linked to the service
component such as Incidents or Change Requests that are currently active.
Business Services can be created automatically from Distributed Application Diagrams (DADs) within
Operations Manager. DADs are linked with Service Manager via the Operations Manager CI connector
(which is described in more detail in a later topic).
Configuration items in the Service Manager Configuration Management Database, can be included as
service components. Configuring Service Manager connectors is a key task to complete when creating
Business Services, as the more configuration items that are available and updated will provide a more
accurate representation of the services offered in the organization.
Once the Operations Manager CI connector has been configured, it will create the configuration items for
all of the objects discovered in the Operations Manager environment. You can then add individual
components of the Business Service such as databases, web sites and network devices. Further information
on using the Operations Manager CI connector to link Operations Manager objects with Service Manager
is covered in a later module.
When you add a service component to a Business Service, it is important to put the component in the
correct category. The available categories are:
Applications Components Group
Computers Group
Database Components Group
Network Devices Group
Other Components Group
Physical Objects Group
Storage Devices Group
Website Components Group
Additional categories can be created using the Service Manager Authoring Tool.
Use the steps below to add a service component to a business service:
1. Move to the Configuration Items pane and expand All Business Services.
2. Select All Business Services and highlight the required business service. Then select Edit from the
Tasks pane.
MCT USE ONLY. STUDENT USE PROHIBITED
4-14 Configuring Service Manager for Your Environment

3. The Service Maps form will appear. Navigate to the second tab named Service Components.
4. If a new category is required, select Add Category and from Select a Class, select a category. Click OK.
5. Highlight the category where you want to place the component. The Add Item button will appear,
select Add Item.
6. In the Select objects window choose the required configuration items. The list can be filtered by class
and name. Click OK.

Note: When selecting items to add to a service component list only one object at a time
can be added from the Select objects window.

Service dependents in a Business Service represent all of the configuration items that a Business Service
depends on. Service dependents for a business service are shown in the properties form, under the Service
Dependents tab. Other Business Services should be added as service dependents, in order to minimize the
number of configuration items that are added to the list. However, configuration items that belong in the
Configuration Management database can be added as a service dependent. When you highlight a service
dependent, work items that have been linked with the item are displayed. If a work item is linked, the
work item details will be displayed in the Related work items field at the bottom of the service dependent
tab.
Follow the steps below to add service dependents to a Business Service:
1. Move to the Configuration Items pane and expand the All Business Services.
2. Select All Business Services and highlight the required business service. Then select Edit from the
Tasks pane.
3. The Service Maps form will appear. Navigate to the second tab named Service Dependents.
4. Select Add Items.
5. In the Select objects window choose the required configuration items. The list can be filtered by class
and name. Click OK.

Associating Work Items with Business Services


You can associate work items such as Incident,
Change Requests and Problem Records to a
Business Service. For example, if an email service
has a Business Service configuration item and the
email service goes offline, then an Incident can be
created and associated to the Business Service.
This would show the operators of Service Manager
that there is a problem with the email service and
prevent duplicate Incidents from being created.

Note: New work items are not automatically


associated to a Business Service if the work item
has been associated with a configuration item that belongs to the Business Service.

Associated work items are shown in the Business Service under the Related Items tab. A work item that is
related to a Business Service as a whole is shown under the Work items affecting this configuration item.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-15

For example, an Incident that indicates a problem with a Business Service would be included here. Work
items can be associated by either choosing the Add button or from within the work item form directly. For
example, you can add the Business Service to an Incident by selecting Add next to the Affected Services
field.
The Work Items field under the Related Items tab contains work items that have been associated using the
Related Items tab in the work item. For example, on the Related Items tab in an Incident work item, the
Business Service can be added to the Configuration Items: Computers, Services and People field. This
shows that the Business Service is related to a work item, but the work item isnt directly targeting the
Business Service as a whole.

Creating a Business Service from a Distributed Application Diagrams in


Operations Manager
System Center 2012 R2 Operations Manager
provides performance and availability monitoring
of services running in the IT environment. As part
of this monitoring, Distributed Application
Diagrams can be used to display the health of a
service, including all of the components that the
service relies on. For example, the intranet website
mentioned in an earlier topic could be viewed in a
Distributed Application Diagram in Operations
Manager. The relevant components such as the
SQL Server database, the IIS website, and the
computers running Windows Server 2012 would
be shown in the diagram, including the health of each of these components.
When integration between Service Manager and Operations Manager is configured using the Operations
Manager CI connector in Service Manager, the Distributed Application Diagrams created in Operations
Manager are imported into Service Manager as Business Services. This is very useful and a best practice,
because each component of the Distributed Application Diagram is imported as configuration items in
Service Manager. This means that relevant work items such as Incidents, Problems, and Change Requests
can be associated with these configuration items. In case Operations Manager detects an issue with a
component of the service (or distributed application), Service Manager can be configured to automatically
generate an Incident work item that can be assigned to an analyst to resolve.
To use this functionality, you must perform certain tasks in both Operations Manager and Service
Manager. The following table describes these tasks.

Tasks Description

Create a Distributed Application Diagram. Using the Distributed Application Designer in


Operations Manager, you create a Distributed
Application Diagram for the service and you add
the relevant components of the service such as the
SQL Server database, the IIS website, and the
computers running Windows Server 2012. The
Distributed Application Diagram is stored in a new
Management Pack in Operations Manager.

Export the Management Pack. The Management Pack used to store the Distributed
Application Diagram in Operations Manager is
exported.
MCT USE ONLY. STUDENT USE PROHIBITED
4-16 Configuring Service Manager for Your Environment

Tasks Description

Import the Management Pack. The Operations Manager Management Pack is


imported into Service Manager. During this task,
there might be other related Management Packs
that must be imported. This is because the exported
Management Pack from Operations Manager might
depend on other Management Packs such as the
Windows Operating System and SQL Server
Management Packs.

Create or refresh the Operations Manager CI For Service Manager to import and synchronize the
connector in Service Manager. various components of the service, it must be
connected to the Operations Manager environment
by using the Operations Manager CI connector.
During this task, the relevant Management Packs,
such as Windows Operating System and SQL Server
are selected for synchronization. This includes the
newly imported Management Pack. If the
Operations Manager CI connector already exists in
Service Manager, the connector can be edited, and
the Management Packs selected for synchronization
can be refreshed. The new Management Packs can
then be selected.

Synchronize the Operations Manager CI After the relevant Management Packs are selected
connector. in the Operations Manager CI connector in Service
Manager, the connector is synchronized. During this
task, the relevant components in Operations
Manager are imported as configuration items in
Service Manager.

After performing the tasks in the preceding table, the Business Service is automatically created in Service
Manager and is displayed in the All Business Services view of the Service Manager console. The Business
Service can then be edited and updated with details such as the service owner, service contacts, service
customers, and affected users. On the Service Components tab of the Business Service form, the various
components of the service that have been imported by the connector are displayed.

Note: If the Business Service is created as a distributed application in Operations Manager,


it will not be possible to manually add additional service components in the Service Manager
Console. You will have to modify the distributed application diagram in Operations Manager.

For more information about Operations Manager distributed applications, go to the following link:
http://go.microsoft.com/fwlink/?LinkID=390274

Question: What connector in Service Manager is used with Business Services?


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-17

Lesson 3
Configuring Access for your Support Teams
In Module 3 you learned how to secure access to the Service Manager Console by configuring User Roles.
In this lesson you will learn how User Roles are configured for your support teams so that when they open
the Service Manager console they only have access to the Work Items and Configuration Items that are
relevant to them.

Lesson Objectives
After completing this lesson, students will be able to:
Create an Incident Resolver User Role.
Create an End User Role.
Create a Change Manager User Role.
Create a Problem Analyst User Role.
Create a Service Request Analyst User Role.

Creating an Incident Resolver User Role


An Incident Resolver in Service Manager is
typically an operator of the Service Manager
environment. The Incident Resolvers main tasks
are to handle calls from end-users and create and
resolve Incident work items. As such, their User
Role will be configured so they can only create
and edit the Incident and manual activity work
items in their queue scope. The views that the
Incident Resolvers will see, depends on the access
given to them during the setup of the User Role in
the wizard. This role will not be able to create,
modify or delete any other work item or
configuration item. However, they will have read-only access to these items if their queue scope allows it.
To create a new custom Incident Resolver User Role, navigate to the Administration pane and expand the
Security node. Select the User Roles node and then select Create User Role in the Tasks pane. From the
pop-up window select Incident Resolver.
The table below describes the pages available in the Create User Role wizard when configuring an
Incident Resolver User Role:

Create User Role Wizard page, when creating


Description
an Incident Resolver user role

General Specify a name for the User Role. This name


will be displayed in the User Role section of the
Service Manager console.

Management Packs Select the Management Packs used to filter the


scope of data that will be available to members
of the new User Role.
MCT USE ONLY. STUDENT USE PROHIBITED
4-18 Configuring Service Manager for Your Environment

Create User Role Wizard page, when creating


Description
an Incident Resolver user role

Queues Select the work item queues containing the


work items that can be accessed when logged
into the Service Manager console with this User
Role. This is useful for an Incident Resolver
working in escalation, who will only need to
access incidents assigned to a particular
support group, such as support group tier 3.
Note: Queues cannot be created inside
of the Create User Role wizard. If the
appropriate queue is not available when the
User Role is being created it can be selected
later by editing the User Role.

Configuration Item Groups Select the groups of configuration items that


members of the new User Role should use. This
is useful when you need to limit access to a
specific configuration item type, such as Mobile
Devices or Computers. However, an Incident
Resolver will only have read-only access to
configuration items.
Note: Configuration Item Groups cannot
be created in the Create User Role wizard. If
the appropriate Configuration Item Group is
not available when the User Role is being
created, it can be selected later by editing the
User Role.

Catalog Item Groups Select the groups of Catalog Items that


members of the new User Role should use. This
allows members of this User Role to use
particular request and service offerings.

Tasks Select the console tasks that will be available to


the User Role operators. For example, if the
only task that should be made available is Ping
Related Computer then select the Provide
access to only the selected tasks option. Scroll
down the list to find Ping Related Computer
and select it. This will restrict the operator to
only being able to select this task in the
console.

Views Select the views to be made available to the


operator. If all views are required, leave the
default selection of All views can be accessed. If
only selected views are required, use the
Provide access to only the selected views
option and then select the views required for
this User Role.
Note: Even though access may be given
to view all work items, some work items may
not be displayed due to the queue scope
configured in earlier steps of the wizard.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-19

Create User Role Wizard page, when creating


Description
an Incident Resolver user role

Form Templates Select the form templates that members of the


new User Role should use. You can also create
specific Incident templates and select them on
this page. You can then restrict access to other
templates that should not be used when
creating incidents.

Users Add the users and groups that will be members


of the new User Role.

Summary View the options selected when working


through the wizard and if necessary, go back
and make any changes.

Creating an End User Role


A member of an End User Role would typically be
an end user of the IT Service Desk. Following the
creation of this User Role, the end users will be
able to create Incidents and Service Requests in
the Self-Service portal and view knowledge
articles. However, they will not have access to the
Service Manager console and will not be able to
view or change any other work items apart from
the work items they created. A member of this
User Role will typically be in an Active Directory
group that includes all employees who have access
to IT within the organization.
To create a new custom End User Role, navigate to the Administration pane and expand the Security
node. Select the User Roles node and then select Create User Role in the Tasks pane. From the pop-up
window select end-user.
Below is a description of the Create User Role wizard pages available when you configure an End User
role:

Create User Role Wizard page, when creating


Description
an End-Users user role

General Specify a name for the User Role. This name will be
displayed in the End User Role section of the Service
Manager console.

Management Packs Select the Management Packs used to filter the


scope of data that members of the new End User
role should use.

Queues This setting does not apply when creating an End


User role.

Configuration Item Groups Select the groups of configuration items that


members of the new End User role should use. This
MCT USE ONLY. STUDENT USE PROHIBITED
4-20 Configuring Service Manager for Your Environment

Create User Role Wizard page, when creating


Description
an End-Users user role
is useful when you want to limit access to a specific
configuration item type, such as Mobile Devices or
Computers. Although End Users cannot view
configuration items by default, as they do not have
access to the Service Manager console.
In the self-service portal, you can use a
configuration item group to restrict the
configuration items that can be selected in a service
request.

Catalog Item Groups Select the groups of Catalog Items that members of
the End User role should have access to. This allows
members of the End User role to have access to
particular request and service offerings. This is
useful when you want to restrict specific End User
roles to specific service requests. For example, an
end-user role for managers may have access to a
request named Request Software but users in a
different end user role will not have access to this
request.

Form Templates This setting does not apply when creating an End
User role.

Users Add the users and groups that will become


members of the new End User role.

Summary View the options selected when working through


the wizard. If required, you can go back and make
changes.

Note: The steps in this wizard are shorter because of the restrictive access that the end-
users User Role profile dictates.

Creating a Change Manager User Role


Change Managers in Service Manager, are
typically the operators in the organization
responsible for Change and the Change process,
who can approve or reject a Change. The Change
Manager User Role provides members with the
ability to create and edit Change Requests and
activity work items that are in their queue.
However, they will only have read-only access to
any other work or configuration item that fall
within their specified queue.
To create a new custom Change Manager User
Role profile, navigate to the Administration pane
and expand the Security node. Select the User Roles node and then select Create User Role in the Tasks
pane. From the pop-up window select Change Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-21

Below is a description of each Create User Role wizard page that can be used to configure a Change
Manager User Role:

Create User Role Wizard page, when


Description
creating an Change Manager User Role

General Specify a name for the User Role. This name will be
displayed in the User Role section of the Service
Manager console.

Management Packs Select the Management Packs used to filter the scope of
data made available to members of the User Role being
created.

Queues Select the queues that define the work items that can
be accessed by the new User Role. For example, if a
Change Manager works only with High Impact and
High Risk changes, then the queue should only show
those types of changes.

Configuration Item Groups Select the groups of configuration items that members
of the new User Role should use. This is useful when you
want to limit access to a specific configuration item
type, such as Mobile Devices or Computers. However, a
Change Manager will only have read-only access to
configuration items.

Catalog Item Groups Select the groups of Catalog Items that should be
available to members of the new User Role. This allows
members to use particular request and service offerings.

Tasks Select the console tasks that should be available to the


User Role operators. For example, if the only task that
should be made available is Ping Related Computer,
then select Provide access to only the selected tasks.
Scroll down the list to find Ping Related Computer and
select it. This will now restrict the operator to only
having this task available in the console.

Views Select the views that the operator should use. If all views
are required, leave the default selection of All views can
be accessed. If only selected views are required, use the
Provide access to only the selected views button and
select the views required for this User Role.

Form Templates Select the form templates that members of the new
User Role should use. You can create specific Change
Request templates and select them on this page. You
can then specify the templates that should be used to
create change requests.

Users Add the users and groups that will become members of
the new User Role.

Summary View the options selected when working through the


wizard and, if necessary, go back and make any
changes.
MCT USE ONLY. STUDENT USE PROHIBITED
4-22 Configuring Service Manager for Your Environment

Creating a Problem Analyst User Role


The Problem Analyst User Role in Service Manager
gives an operator the ability to manage Problem
record work items. Problem Analysts use Problem
records to record the root cause of an issue which
might include multiple incidents. Problem Analysts
can create and edit the Problem work items in
their queue. However, they only have read-only
access to other work items, such as Incidents and
Change Requests. Configuration items can only be
viewed and not created or deleted. Typically,
Problem Analysts will also be Incident Resolvers
and so they will also have the ability to link
Incidents to Problems records. The same analyst may also belong to the Change Initiators role if the
Problem required a Change.
To create a new custom Problem Analyst User Role profile, navigate to the Administration pane and
expand the Security node. Select the User Roles node and then select Create User Role in the Tasks pane.
From the pop-up window select Problem Analyst.
The table below describes the Create User Role wizard pages that are available when configuring an
Problem Analyst User Role:

Create User Role Wizard page,


when creating an Problem Description
Analyst User Role

General Specify a name for the User Role. This name will be displayed in
the User Role section of the Service Manager console.

Management Packs Select the Management Packs used to filter the scope of data
made available to members of the User Role being created.

Queues Select the queues that define the work items that can be
accessed when the User Role is created. This is useful for a
Problem Analyst who only works with Problems that have a
Priority of 1 or 2. Therefore a queue is used to only show those
Problems.

Configuration Item Groups Select the groups of configuration items that members of the
new User Role should use. This is useful when you need to limit
access to a specific configuration item type, such as Mobile
Devices or Computers. However, a Problem Analyst will only
have read-only access to any configuration item.

Catalog Item Groups Select the groups of Catalog Items that members of the new
User Role should use. This allows members of this User Role to
use particular Request and Service offerings.

Tasks Select the console tasks that will be available to the User Role
operators. For example, if only the problem tasks are to be made
available, then select Provide access to only the selected tasks.
Scroll down the list to find all problem tasks and select them.
This will now restrict the operator to only having the problem
tasks.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-23

Create User Role Wizard page,


when creating an Problem Description
Analyst User Role

Views Select the views that will be made available to the operator. If all
views are required, leave the default selection of All views can be
accessed. If only selected views are required, use the Provide
access to only the selected views button and select the views
required for this User Role.

Form Templates Select the form templates that should be made available to
members of this User Role.
Note: Problem templates cannot be used when creating
problem records.

Users Add the users and groups that will become members of the User
Role you are creating.

Summary View the options selected when working through the wizard
and, if necessary, you can go back and make changes.

Creating a Service Request Analyst User Role


Members of the Service Request Analyst User Role
in Service Manager are responsible for Service
Request fulfillment. This includes Service Requests
and the activities generated from a Service
Request, such as managing a Create AD User
manual activity, created by the New Starter Service
Request. A Service Request Analyst is able to
assign activities to particular operators when a
Service Request is created, or add additional
approvers to a Review activity. They can also
cancel or place Service Requests on hold.
The Service Request Analyst User Role can only
create and edit Service Requests and activity work items that belong to their scope. However, they have
read-only access to other work items and configuration items in their queue.
To create a new custom Service Request Analyst User Role profile, navigate to the Administration pane
and expand the Security node. Select the User Roles node and then select Create User Role in the Tasks
pane. From the pop-up window, select Service Request Analyst.
Below is a description of the Create User Role wizard pages used to configure a Service Request User Role:

Create User Role Wizard page,


when creating a Service Description
Request Analyst User Role

General Specify a name for the User Role. This name will be displayed in
the User Role section of the Service Manager console.

Management Packs Select the Management Packs used to filter the scope of data
made available to members of the new User Role.
MCT USE ONLY. STUDENT USE PROHIBITED
4-24 Configuring Service Manager for Your Environment

Create User Role Wizard page,


when creating a Service Description
Request Analyst User Role

Queues Select the queues that define the work items that can be accessed
by the new User Role. This is useful for a Service Request Analyst
who works with Service Requests related to Active Directory and
have a user management classification.

Configuration Item Groups Select the groups of configuration items that should be made
available to members of the new User Role. This is useful when
you want to limit access to a specific configuration item type, such
as Mobile Devices or Computers. However, a Service Request
Analyst will only have read-only access to configuration items.

Catalog Item Groups Select the groups of Catalog Items that should be available to
members of the new User Role. This allows members of this User
Role to use particular request and service offerings.
Note: Even though Service Request Analyst will work with
Service and Request offerings in the console from other users,
they can still be scoped to only consume some of the available
offerings from the self-service portal.

Tasks Select the console tasks that should be available to the User Role
operators. For example, if only the Service Request tasks are to be
made available, then select Provide access to only the selected
tasks. Scroll down the list to find all of the Service Request tasks
and select them. This will restrict the operator to Service Request
tasks only.

Views Select the views that should be available to the operator. If all
views are required, leave the default selection of All views can be
accessed. If only selected views are required, use the Provide
access to only the selected views button and select the views
required for this User Role.

Form Templates Select the form templates that members of the new User Role
should use. For example, some Service Request Analysts dont
require access to templates, so the Provide access to only the
selected forms button is used with no form selections being made.

Users Add the users and groups that will become members of the new
User Role.

Summary View the options selected when working through the wizard and,
if necessary, go back and make changes.

Verify the correctness of the statement by placing a mark in the column to the right.

Statement Answer

Members of an End User Role in Service Manager do not have access to the Service
Manager console.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-25

Lesson 4
Configuring Notifications
When changes occur in the IT environment it is important that the relevant people are notified. For
example, when an Incident has been logged and assigned to an analyst to work on, the analyst should be
notified.
This is typically in the form of an e-mail. Similarly, when an incident has been escalated to a second or
third line support group the relevant people should be notified so that they can work on the incident.
Service Manager provides this functionality using Notifications. In order to ensure the relevant people are
notified when changes occur in the IT environment you must understand how to configure notifications in
Service Manager.

Lesson Objectives
After completing this lesson, students will be able to:
Configure Notification Channels.
Configure Notification Templates.
Configure Notification Subscriptions.

Notification Channels
Notifications in Service Manager are made up of
three elements :
Notification Channels. The method used to
send a notification
Notification Templates. The type and format
of the notification
Notification Subscriptions. The criteria for
the notification and recipients
Before you can use Notification Templates and
Notification Subscriptions, you need to configure
the Notification Channel.
In Service Manager, the only Notification channel you can create is an E-mail Notification Channel. To use
the E-mail Notification Channel, you must have a Simple Mail Transfer Protocol (SMTP) server available in
the environment, such as Microsoft Exchange server.
To configure the E-mail Notification Channel, you edit its properties in the Channels view of the
Notification node in the Administration pane of the Service Manager console.
The following table describes the settings of the E-mail Notification Channel and how each is configured.

E-Mail Notification Channel setting Description

Enable E-Mail Notification Before the Email Notification Channel can be


configured, the Enable E-Mail Notifications check
box must be selected.

SMTP Servers You add at least one valid SMTP server in the form
of the fully qualified domain name (FQDN). You can
MCT USE ONLY. STUDENT USE PROHIBITED
4-26 Configuring Service Manager for Your Environment

E-Mail Notification Channel setting Description


also set the port number on which communications
to the SMTP server should be sent, such as the
default port 25. Additionally, you can specify the
authentication method that should be used, such as
Anonymous or Windows Integrated. This is
important and must be configured appropriately
based on the SMTP server settings. Multiple SMTP
servers can be added to provide failover. This is
useful when the primary SMTP server fails. The
failover order of additional SMTP servers that have
been added can also be configured, which helps
ensure notifications are always sent. You can also
specify a value in seconds in which the primary
SMTP server should be retried.

Return E-Mail Address The return email address must be added, and you
should configure it by using the email address a
monitored mailbox. Additionally, when email
notifications are used, the Workflow Run As account
must also be made a member of the Service
Manager Administrators user role. When using the
Exchange Connector, as described in Module 5, you
can use the Return E-Mail Address setting to
automatically update an incident via an email as
long as this address is that of the mailbox
monitored by Service Manager.

For more information about how to configure notification channels, go to the following link:
How to Configure Notification Channels
http://go.microsoft.com/fwlink/?LinkID=390265

Notification Templates
A Notification template is used to define the type
and format of the email message that is sent in an
email notification. After Service Manager is
installed, four notification templates are
automatically created that you can use, or you can
create a new template. The four templates
provided are:
Assigned To User Notification template.
Useful for sending notifications to users who
have been assigned to a change request
Escalation Notification template. Useful for
sending notifications when an incident has
been escalated
End User Notification template: Useful for sending notification to end users when an incident has
been opened for them
Assigned To User Notification template. Useful for sending notifications to users who have been
assigned to an incident
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-27

Notification templates can be viewed and edited in the Templates view of the Notifications node of the
Administration pane in the Service Manager console. From here, you can also create a new template by
using the Create E-Mail Template task, which starts the Create E-Mail Notification Template wizard. The
following table describes the pages of this wizard and the settings on each page.

Create E-Mail
Notification Template Description
wizard page

General Specify the Notification template name, such as All Escalated


Incidents. You also select the Targeted class, such as Incident or
Change Request. This setting is important, because it defines the
substitution strings that are made available on the Template Design
page. Additionally, you select or create a new unsealed
Management Pack where the template will be stored. This is useful
because you can create a new Management Pack that you can then
export and import into other Service Manager Management Groups
such as development or production.

Template Design Configure the message subject and message body that will be used
when sending the email notification. You can use the Insert button
to insert substitution strings that are used to populate the message
subject or message body with information of the selected class. An
example will illustrate how this feature is useful. Suppose the
Incident class is selected as the targeted class. You can add the ID
substitution string to the message subject so that when the email
notification is sent, the actual value for the incident ID is displayed
in the message subject. You can optionally choose to send the email
notification as HTML. You can choose the urgency of the email
notification such as Low, Medium, or High. The Encoding and
Language settings can also be configured here. You can define the
language of the message text. This way you can create the message
in multiple languages and use the same notification template to
notify users in different languages.

Summary A summary of the configured settings is displayed. You can go back


through the wizard and make any modifications before using the
Create button to finish the wizard and create the notification
template.

After the Notification template is created, it can be selected when creating a Notification Subscription.
For more information about how to create notification templates, go to the following link:
How to Create Notification Templates
http://go.microsoft.com/fwlink/?LinkID=390266
MCT USE ONLY. STUDENT USE PROHIBITED
4-28 Configuring Service Manager for Your Environment

Notification Subscriptions
Notification Subscriptions define the criteria that
determine when a notification should be sent, for
example, when an incident is escalated or when a
change request has been assigned. Notification
Subscriptions are used to automatically send
notifications when selected conditions occur.
Notification Subscriptions can be viewed and
edited in the Subscriptions view of the
Notifications node in the Administration pane of
the Service Manager console. The Create
Subscription task can also be used from this
location in the console to create a new notification
subscription. This task opens the Create E-Mail Notification Subscription wizard. The following table
describes the wizard pages and the settings you can configure.

Create E-Mail Notification


Description
Subscription wizard page

General Specify a name for the Notification Subscription such as Incident


Created. Also specify the condition indicating when the Notification
Subscription will be used, such as when an object of the selected
class is created or updated. Additionally, you can use the
Notification Subscription to periodically notify a user when objects
meet specific criteria. Depending on which When To Notify Setting
is selected, the pages of the wizard are updated to allow you to
configure additional settings. For the purposes of this topic, it is
assumed that the When An Object Of The Selected Class Is Created
setting is used. You specify the targeted class, such as Incident or
Change Request. You also select or create a new unsealed
Management Pack in which the notification subscription will be
stored.

Additional Criteria Optionally, add criteria based on the selected targeted class. For
example, if Incident was selected as the targeted class, you can add
criteria such as Created Date, ID, and Impact. You can use these
criteria to filter specific classes based on the properties of the class.
For example, you can specify that only Incidents with a High
Urgency and an escalated status of true be used in the Notification
Subscription. Multiple criteria can be added and are automatically
ANDED when different properties are selected to build a
comprehensive filter for the selected class. When the same property
is added more than once they are automatically ORd.

Template Select a previously created email template. You can optionally


create an email template on this page by clicking the Create E-Mail
Templates link.

Recipient Add the recipients that should be notified by using the Email
Notification Subscription. It is important that the Active Directory
Connector be synchronized at least one time and the user or group
has a valid email address specified in the AD before configuring this
page, because the Active Directory objects such as users and groups
are selected here as recipients. If a user or group doesnt have a
configured email address in the User CI the notification to the users
will not work.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-29

Create E-Mail Notification


Description
Subscription wizard page

Related Recipients Optionally add recipients that should be notified by using the Email
Notification Subscription. This feature is useful because you can use
substitution strings to automatically include recipients based on the
properties of the targeted class, For example, when using the
Incident class, you can use a related class of Affects Service and then
add the Primary Owner of the service. When an Incident is created
that includes the service as the affected item, the owner of the
service automatically receives an email notification.

Summary A summary of the configured settings is displayed. You can go back


through the wizard and make any necessary modifications before
using the Create button to finish the wizard and create the email
notification subscription.

For more information about how to subscribe to notifications, go to the following link:
How to Subscribe to Notifications
http://go.microsoft.com/fwlink/?LinkID=390267

Demonstration: Reviewing Notification Templates


In this demonstration you will review the E-Mail Notification Templates in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Notifications

View Templates

2. From the details pane, review the various templates that are available by reading the Description
column for each template.
3. Edit the properties of the End User Notification Template and review the information on the
General and Template Design tabs.
4. Close the template without making any changes and then close the Service Manager console.
Question: What function do notification templates perform in Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
4-30 Configuring Service Manager for Your Environment

Lab: Configuring Service Manager For Your Environment


Scenario
Contoso has a number of users that require access to the Service Manager Console in order to perform
their day-to-day tasks. To facilitate this you must create User Roles in Service Manager and configure
them so that when each user opens the Service Manager console they only have access to the Work Items
and Configuration Items that are relevant to them.
In addition you have been asked to configure a number of settings in Service Manager to reflect the
business needs and policies of the organization. This includes configuring the Service Manager database
data retention and prefixes for Service Manager work items.
Additionally, in order to represent both the StockTrader and DinnerNow services appropriately in Service
Manager, you must configure a Business Service for the StockTrader application by using the Operations
Manager Connector and importing the StockTrader Distributed Application from Operations Manager.
You must also manually create a Business Service for DinnerNow as there is no related Distributed
Application Diagram for the application in Operations Manager.
Finally you must configure Notifications in Service Manager so that when Incidents are assigned to the
DinnerNow support group the relevant personnel are notified via email.

Objectives
After completing this lab, students will be able to:
Configure Service Manager Settings.
Configure Business Services.
Provision access to Service Manager for the StockTrader and DinnerNow support teams.
Configure Notifications.

Lab Setup
Estimated Time: 70 minutes
Host 1 Virtual Machines: LON-DC1, LON-SQ1, LON-SM1
Host 2 Virtual Machines: LON-DW1, LON-SC1, LON-EX1
User Name: Contoso\Administrator
Password: Pa$$w0rd
For this lab, you will use the available virtual machine environment. Before you begin the lab, you must
ensure that the virtual machines are running by completing the following steps:
1. On HOST1, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
2. In Hyper-V Manager, click LON-DC1, and in the Actions pane, click Start.
3. In the Actions pane, click Connect. Wait until the virtual machine starts.
4. Log on using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
5. Repeat steps 2 through 4 for the following virtual machines:
LON-SM1
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-31

LON-SQ1
6. On HOST2, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
7. In Hyper-V Manager, click LON-DW1, and in the Actions pane, click Start.
8. In the Actions pane, click Connect. Wait until the virtual machine starts.
9. Log on using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
10. Repeat steps 7 through 9 for the following virtual machines:
LON-EX1
LON-SC1

Note: Before starting this lab ensure all Windows Services that are set to start automatically
are running, except for the Microsoft .NET Framework NGEN v4.0.30319_X86 and Microsoft .NET
Framework NGEN v4.0.30319_X64 services as these services stop automatically when they are not
in use.

Exercise 1: Configuring Service Manager Settings


Scenario
To customize the Service Manager environment for Contoso you have been asked to configure default
settings in Service Manager. This includes the Priority Calculation and Resolution Time settings for
Incidents, the Data Retention Settings and Prefix settings for all Work Items.
The main tasks for this exercise are as follows:
1. Configuring incident settings
2. Configuring problem settings
3. Configuring change request settings
4. Configuring activity settings
5. Configuring release management settings
6. Configuring service request settings
7. Configuring data retention settings
8. Configuring knowledge management settings
9. Configuring the active Directory connector
MCT USE ONLY. STUDENT USE PROHIBITED
4-32 Configuring Service Manager for Your Environment

Task 1: Configuring incident settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Incident Settings

2. Configure the Incident Settings as shown below. All other settings should be left as default.
3. General tab settings
Prefix: Contoso_IR
Maximum number of attached files: 5
Default support group: Tier 1
4. Parent Incident tab settings:
Automatically resolve child incidents when parent incident is resolved: Enabled
5. Priority Calculation tab settings:

9 8 7

6 5 4

3 2 1

6. Resolution Time tab settings: Select Do not use and show legacy Target Resolution Time on Incident
Form banner.
7. Operations Manager Web Settings tab:
Web console URL: http://lon-sc1/OperationsManager

Task 2: Configuring problem settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Problem Settings

2. Configure the Problem Settings as shown below. All other settings should be left as default.
3. General tab settings
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-33

Problem ID prefix: Contoso_PR


Maximum number of attached files: 5
4. Priority tab settings:

Low Medium High

Low 9 8 7

Medium 6 5 4

High 3 2 1

Task 3: Configuring change request settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Change Request Settings

2. Configure the Change Request Settings as shown below. All other settings should be left as default.
Change request ID prefix: Contoso_CR
Maximum number of attached files: 5

Task 4: Configuring activity settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Activity Settings

2. Configure the Activity Settings as shown below.


Activity prefix: Contoso_AC
Manual activity prefix: Contoso_MA
Review activity prefix: Contoso_RA
Parallel activity prefix: Contoso_PA
Sequential activity prefix: Contoso_SA
MCT USE ONLY. STUDENT USE PROHIBITED
4-34 Configuring Service Manager for Your Environment

Dependent activity prefix: Contoso_DA


Runbook automation activity prefix: Contoso_RB

Task 5: Configuring release management settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Release Management Settings

2. Configure the Release Management Settings as shown below. All other settings should be left as
default.
Release record ID prefix: Contoso_RR
Maximum number of attached files: 5

Task 6: Configuring service request settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Service Request Settings

2. Configure the Service Request Settings as shown below. All other settings should be left as default.
Service Request ID prefix: Contoso_SR
Maximum number of attached files: 5

Task 7: Configuring data retention settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-35

Location Value

Settings Data Retention Settings

2. Configure the Service Request Settings as shown below.


Work items tab settings:
o Incident retention time: 30 days
o Change request retention time: 120 days
o Release record retention time: 120 days
o Service request retention time: 120 days
o Problem retention time: 120 days
History tab settings:
o History retention time: 240 days

Task 8: Configuring knowledge management settings


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Settings

Settings Knowledge Management Settings

2. Configure the Knowledge Management Settings as shown below.


Knowledge article prefix: Contoso_KA

Task 9: Configuring the active Directory connector


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create connector task to create a new Active Directory connector with the following
settings. All other settings should be left as default.
General page\Name: Active Directory
Domain or organizational unit page\Credentials: Pa$$w0rd
MCT USE ONLY. STUDENT USE PROHIBITED
4-36 Configuring Service Manager for Your Environment

3. Select the Active Directory connector and then use the Synchronize Now task to synchronize the
connector.
4. Wait until the Status of the Active Directory Connector changes to Finished Success.

Results: After this exercise, you should have configured the Service Manager default settings so that they
align to Contosos business needs.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-37

Exercise 2: Configuring Business Services


Scenario
You must manually create a Business Service for the DinnerNow application. For the StockTrader
application there is an existing Distributed Application Diagram in Operations Manager that can be used
to automatically create a Business Service in Service Manager. You have been asked to import the
StockTrader Distributed Diagram and enable the Business Service in Service Manager.
The main tasks for this exercise are as follows:
1. Create a business service for DinnerNow
2. Import management packs
3. Configure the Operations Manager CI connector
4. Export the stocktrader distributed application diagram management pack from Operations Manager
5. Synchronize Service Manager with Operations Manager
6. Confirm the stocktrader business service has been created

Task 1: Create a business service for DinnerNow


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Configuration Items\Business Services

View All Business Services

2. Use the Create Service task to create a new Business Service with the following settings. All other
settings should be left as default.
3. General tab settings:
Display Name: DinnerNow
Classification: Software
Owned by Organization: Contoso
Priority: High
Status: In Service
4. Related Items tab settings. In the Configuration Items, Computers, Services and People section add
the following:
Computers: LON-AP1
Active Directory Group: CONTOSO\DinnerNow_Incident_Resolvers
Software Items: DinnerNow
MCT USE ONLY. STUDENT USE PROHIBITED
4-38 Configuring Service Manager for Your Environment

Task 2: Import management packs


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Management Packs

2. Use the Import task to import the *.MP and *.mpb Management Packs from the C:\Management
Packs folder.

Note: You must manually change the file type to .mp and .mpb in order to select the
relevant management packs from the C:\Management Packs folder. You can import both
management pack types at the same time.

Task 3: Configure the Operations Manager CI connector


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create Connector task to create a new Operations Manager CI connector with the
following settings. All other settings should be left as default:
Name: Operations Manager CI
Server name: LON-SC1
Credentials: Pa$$w0rd
Management Packs: Select all
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-39

Task 4: Export the stocktrader distributed application diagram management pack


from Operations Manager
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SC1

Tool Operations Manager


Console

Pane Administration

View Management Packs

2. Export the StockTrader Management Pack and save it to the C drive on LON-SC1.
3. On LON-SM1, in the Service Manager Console, import the StockTrader Management Pack from
\\LON-SC1\C$.

Task 5: Synchronize Service Manager with Operations Manager


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Edit the properties of the Operations Manager CI connector and then from the Management
Packs tab use the Refresh button to refresh the Management Packs.
3. Select the Select All option and then close the properties of the Operations Manager CI connector.
4. Use the Synchronize Now task to synchronize the Operations Manager CI connector.
5. Refresh the details pane until the Status column for the Operations Manager CI connector displays
Finished Success.

Task 6: Confirm the stocktrader business service has been created


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Configuration Items\Business Services


MCT USE ONLY. STUDENT USE PROHIBITED
4-40 Configuring Service Manager for Your Environment

Location Value

View All Business Services

2. Edit the properties of the StockTrader Business Services as follows.


3. General tab settings:
Classification: Software
Owned by Organization: Contoso
Priority: High
Status: In Service
4. Related Items tab settings. In the Configuration Items, Computers, Services and People section add
the following:
Computers: LON-ST1.CONTOSO.COM
Active Directory Group: CONTOSO\StockTrader_Incident_Resolvers
Software Items: StockTrader

Results: After this exercise you should have manually configured a Business Service for DinnerNow. You
should have also configured the Operations Manager CI connector in Service Manager and imported the
StockTrader Management Pack. You should have then synchronized the StockTrader Management Pack in
Service Manager and confirmed that the StockTrader Business Service was created automatically.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-41

Exercise 3: Provisioning access for the DinnerNow and StockTrader support


teams
Scenario
Contoso have dedicated support teams for both the DinnerNow and StockTrader applications. In order for
each team to be able to login to the Service Manager Console and work on their assigned Incidents you
must create a User Role for each team. You should ensure that when logging in as a member of each
support team they can only view and work on work items associated to them.
The main tasks for this exercise are as follows:
1. Configure the incident classification list
2. Configure an incident resolver user role for dinnernow
3. Configure an incident resolver user role for stocktrader
4. Confirm the user roles are configured appropriately

Task 1: Configure the incident classification list


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Library

View Lists

2. Edit the properties of Incident Classification list and add the following classifications:
DinnerNow
StockTrader

Task 2: Configure an incident resolver user role for dinnernow


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Security

View User Roles

2. Use the Create User Role task to create a new User Role with the following settings. All other settings
should be left as default:
User Role type: Incident Resolver
Name: DinnerNow Incident Resolvers
MCT USE ONLY. STUDENT USE PROHIBITED
4-42 Configuring Service Manager for Your Environment

Management Packs: DinnerNowMP


Users: Contoso\DinnerNow_Incident_Resolvers

Task 3: Configure an incident resolver user role for stocktrader


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration\Security

View User Roles

2. Use the Create User Role task to create a new User Role with the following settings. All other settings
should be left as default:
User Role type: Incident Resolver
Name: StockTrader Incident Resolvers
Management Packs: StockTraderMP and StockTrader
Users: Contoso\StockTrader_Incident_Resolvers

Task 4: Confirm the user roles are configured appropriately


1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Location Desktop

User Contoso\DinnerNow_IR
Contoso\StockTrader_IR

2. Close the Service Manager console and then use the Run as different user option to open the Service
Manager console using the Contoso\DinnerNow_IR user account.
3. Note that only the Work Items, Configuration Items and Reporting pane are available.
4. Close the Service Manager console and then use the Run as different user option to open the Service
Manager console using the Contoso\StockTrader_IR user account.
5. Note that only the Work Items, Configuration Items and Reporting pane are available and then
close the Service Manager console.

Results: After this exercise you should have configured User Roles for both the StockTrader and
DinnerNow support teams. You should have also configured the default lists that can be used when
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-43

creating Incidents and confirm that when relevant support staff open the Service Manager Console it is
scoped appropriately.
MCT USE ONLY. STUDENT USE PROHIBITED
4-44 Configuring Service Manager for Your Environment

Exercise 4: Configuring Notifications


Scenario
To enable e-mail notification to be sent to relevant Contoso teams when work items such as Incidents are
created and assigned to their queue, you need to configure Service Manager Notifications. Contoso
require an e-mail notification is automatically sent to the support technician who is assigned an Incident
when they are created in the Service Manager Console.
The main tasks for this exercise are as follows:
1. Create an Exchange mailbox for the workflow account
2. Add the workflow account to the Service Manager administrators user role
3. Configure the notification channel
4. Configure a notification template
5. Configure a notification subscription
6. Create an incident and confirm notification is sent

Task 1: Create an Exchange mailbox for the workflow account


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-EX1

Tool Exchange Management Console

Pane Recipient Configuration

View Mailbox

2. From the Actions pane, use the New Mailbox task to create a new mailbox with the following settings
(all other settings should remain the default settings):
Mailbox: User Mailbox
User Type: Existing Users
Add: sm_workflow
3. Close the Exchange Management console and then log off LON-EX1.

Task 2: Add the workflow account to the Service Manager administrators user role
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-45

Location Value

View Security\User Roles

2. Edit the Administrators user role, and then add the Contoso\sm_workflow account to the Users tab.

Task 3: Configure the notification channel


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Notifications\Channels

2. Configure the E-Mail Notification Channel with the following settings (all other settings should
remain the default settings):
Enable e-mail notifications: Selected
Add SMTP Server: LON-EX1.CONTOSO.COM
Authentication method: Windows Integrated
Return e-mail address: sm_workflow@contoso.com

Task 4: Configure a notification template


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Notifications\Templates

2. Edit the Assigned To User Notification template, where the Description displays Use for notifications
sent to the user who is assigned the incident:
Append the User Name substitution string to the Message Subject by selecting the Created By
User property from the Related Classes section then clicking Insert.

Task 5: Configure a notification subscription


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1
MCT USE ONLY. STUDENT USE PROHIBITED
4-46 Configuring Service Manager for Your Environment

Location Value

Tool Service Manager Console

Pane Administration

View Notifications\Subscriptions

2. Use the Create Subscription task to create a notification subscription with the following settings (all
other settings should remain the default settings):
Notification subscription name: Incident Assigned
When to notify: When an object of the selected class is created
Targeted Class: Incident
Select E-Mail Notification Template: Assigned To User Notification Template
Recipient: Administrator
Related Recipients: Assigned to User

Task 6: Create an incident and confirm notification is sent


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Work Items

View Incident Management\All Incidents

2. Use the Create Incident task to create a new incident with the following settings (all other settings
should remain the default settings):
Affected user: StockTRader_IR
Title: Notification Test
Description: This is an Incident to test e-mail notifications. An email should be sent to both the
administrator and the user who is assigned this incident.
Classification category: StockTrader
Impact: Low
Urgency: Low
Assigned to: StockTrader_IR
3. Open Outlook using the Outlook profile and review the email that has been sent to the
Administrator.
4. Close Outlook.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 4-47

5. Open Outlook using the StockTrader_IR profile and review the email that has been sent to
StockTrader_IR.
6. Close Outlook.

Results: After this exercise you should have configured Notifications in Service Manager so that when a
new Incident is created, the user who the Incident is assigned to automatically receives an email
notification.

Question: You need to increase the number of allowed attachments that can be attached to
Incidents. What should you do?
MCT USE ONLY. STUDENT USE PROHIBITED
4-48 Configuring Service Manager for Your Environment

Module Review and Takeaways


Review Question(s)
Question:
You have imported a Management Pack from Operations Manager that contains a
Distributed Application Diagram. What else should you do to enable the automatic creation
of a business service?

Real-world Issues and Scenarios


It is important that you configure the data retention settings for the Service Manager operational
database appropriately. This is both to ensure that data is retained based on your organizations data
retention policy but also to ensure that the Service Manager environment performs at optimum levels.
MCT USE ONLY. STUDENT USE PROHIBITED
5-1

Module 5
Populating the Service Manager CMDB using Connectors
Contents:
Module Overview 5-1
Lesson 1: Integrating Service Manager with Active Directory and other System
Center Components 5-2
Lesson 2: Integrating Service Manager with Exchange 5-10
Lab: Configuring Connectors in Service Manager 5-14
Module Review and Takeaways 5-22

Module Overview
Connectors in Service Manager provide a key function in populating the Service Manager CMDB. For
example, the Operations Manager CI Connector imports discovered objects such as web sites and
databases into Service Manger so that they can be added to work items such as Incidents and Change
Requests.
In addition to the Active Directory and System Center Connectors an Exchange Connector can also be
installed in Service Manager to provide integration with Microsoft Exchange Server and allow features
such as creating an Incident from an email to be performed.
It is important that you understand how to configure these Connectors so that important information
relating to your IT environment can be represented in Service Manager appropriately.

Objectives
After completing this module, students will be able to:
Configure the Active Directory and System Center Connectors in Service Manager
Install and configure the Exchange Connector in Service Manager
MCT USE ONLY. STUDENT USE PROHIBITED
5-2 Populating the Service Manager CMDB using Connectors

Lesson 1
Integrating Service Manager with Active Directory and
other System Center Components
As Service Manager is an integral component of the System Center 2012 R2 product it is important that
you understand how it integrates with the other System Center 2012 R2 components. Integration provides
the ability to automate many of the features that these components provide whilst also managing
automation with workflows.

Lesson Objectives
After completing this lesson, students will be able to:
Integrate Service Manager with Active Directory
Integrate Service Manager with Configuration Manager
Integrate Service Manager with Operations Manager
Integrate Service Manager with Virtual Machine Manager
Integrate Service Manager with Orchestrator

Integrating Service Manager with Active Directory


For Service Manager to assign work items such as
Incidents to users, and to add users to work items
related items, you need to create an Active
Directory Connector. This is also important in
calculating the time an analyst has worked on an
incident. When configured, the connector
synchronizes objects including users, groups,
computers, and printers from AD DS, and makes
them available as configuration items in Service
Manager. This is useful because you can view the
user properties in the Service Manager console,
including any related items such as incidents
affecting the user.
To create an Active Directory Connector, you use the Active Directory Connector Wizard that is opened by
using the Create Connector task from the Connectors node of the Administration pane in the Service
Manager console.
The following table describes the pages of the Active Directory Connector Wizard, including the settings
available on each page.

Active Directory Connector Wizard page Description

General Enter a name for the connector, such as Contoso


Domain Connector. You can also use the Enable This
connector option to create the connector in an
enabled or disabled state.

Domain/OU Select a domain or organizational unit (sometimes


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-3

Active Directory Connector Wizard page Description


abbreviated OU) that will be synchronized with
Service Manager. By default, the current domain is
automatically selected. You can optionally choose to
select a different domain or organizational unit
instead. This is useful if you need to scope the
connector to a specific organizational unit, such as in
environments where security restricts access to certain
organizational units or domains. You also specify the
Run As account to be used to connect to the domain
and read the data to be synchronized. You can
optionally create a new Run As account on this page
and provide the relevant credentials to be used.

Select objects By default, all computers, printers, users, and user


groups are selected for synchronization. You can
optionally choose to select individual computers,
printers, users, or user groups. This is useful when you
need to add specific objects for synchronization, such
as all user accounts in a specific organizational unit.
You can also create a Lightweight Directory Access
Protocol (LDAP) query to filter the objects to be
synchronized. This is useful when you use a naming
convention for computers or user accounts. For
example, you might have two domain controllers
named DC1 and DC2. By adding the LDAP query

(&(objectCategory=computer)(|(name=DC*))

both domain controllers would be included. You can


also choose to add users of Active Directory groups
imported by the connector. The Do not write null
values for properties that are not set in Active Directory
setting stops the connector from overwriting
properties it doesnt update with NULL. For example,
if another connector has populated the Name field
but the Active Directory connector doesnt update the
Name field, the setting will stop the Active Directory
connector from writing a NULL value in the Name
field every time it synchronizes.

Summary The settings that have been configured for the


connector are displayed. You can go back through
the wizard and make any necessary changes before
the connector is created.

After the connector has been created, the Synchronize Now task can be used to synchronize the objects in
AD DS with configuration items in Service Manager. The configuration items can be viewed and edited in
the Configuration Items pane of the Service Manager console. For example, the Users node in the
Configuration Items pane displays the users and groups that have been synchronized with AD DS.
For more information about how to create an Active Directory Connector, go to the following link:
How to Create an Active Directory Connector
http://go.microsoft.com/fwlink/?LinkID=390260
MCT USE ONLY. STUDENT USE PROHIBITED
5-4 Populating the Service Manager CMDB using Connectors

Integrating Service Manager with Configuration Manager


The Configuration Manager Connector in Service
Manager imports data relating to hardware and
software managed by Configuration Manager, and
attaches the information to configuration items in
Service Manager.
These configuration Items can then be used to
relate to Service Manager work items such as
Incidents. When analysts are working on incidents,
they can use the Related Items tab or the affected
CIs field on the general tab, to view which
configuration items are affected by the incident.
Additionally, the connector can be used to import
information relating to configuration baselines that have been configured in Configuration Manager. This
information can then be used automatically generate an incident for noncompliant configuration items.
You use the System Center Configuration Manager Connector Wizard to create a connector to
Configuration Manager. You open the wizard by clicking Create Connector in the Tasks pane in Service
Manager, which you access from the Connectors node of the Administration pane of the Service Manager
console. When creating the connector, you need to supply a number of connection settings described in
the following table.

System Center Configuration


Manager Connector Wizard Description
page

Management Pack This Management Pack is where the connector will be stored. The
Management Pack you choose here depends on the version of
Configuration Manager that you are connecting to. For example, if
you are connecting to a Microsoft System Center Configuration
Manager 2007 database, you select the System Center Configuration
Manager connector Configuration Management Packs. If connecting
to a System Center 2012 Configuration Manager database, you
select the System Center Configuration Manager 2012 Connector
Configuration Management Pack.

Database Specify the database server name and database name of the
Configuration Manager Site database. You also specify the
credentials used to access the Site database in the form of a run As
account. The credentials used here must be a member of the
smsdbrole_extract and the db_datareader groups for the
Configuration Manager site database. Additionally, the following
permissions must be granted to this account:
Must be a domain account
Must be a member of the Users local security group on the Service
Manager management server
Must be a member of the Advanced Operator user role in Service
Manager
A Test connection button is available here, which is useful for testing
access to the database.

Collections Specify the Configuration Manager collections that should be


synchronized by the connector. A collection in Configuration
Manager is a grouping of resources such as All Systems or All Mobile
Devices. Note that this setting cant be modified after the connector
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-5

System Center Configuration


Manager Connector Wizard Description
page
is created. The Do not write null values for properties that are not set
in Configuration Manager setting stops the connector from
overwriting properties it doesnt update with NULL.

Schedule Configure the schedule that the connector should use when running
its synchronization. You can configure the schedule to run on a
specified day of the week at a specified hour, such as every Friday at
10 P.M.

After the connector is created, it starts a synchronization task immediately. You can view the status of the
task in the Connectors node. The Synchronize Now task can also be used to manually run a
synchronization of the connector. This is useful if you need to import newly created data from
Configuration Manager and do not want to wait until the next scheduled synchronization.
For more information about importing data from Configuration Manager, go to the following link:
Importing Data from System Center Configuration Manager
http://go.microsoft.com/fwlink/?LinkID=390268

Integrating Service Manager with Operations Manager

There are two connectors in Service Manager that


are used to retrieve alert and configuration item
information: the Alert Connector and the CI
connector.

Operations Manager CI Connector


The Operations Manager CI connector is used to
synchronize objects that have been discovered in
Operations Manager with configuration items in
Service Manager. These configuration items can
then be used with work items such as Incidents or
Change requests. As Management Packs are
imported in Operations Manager, the Operations Manager agent discovers objects such as hard disks and
websites on computers that they manage. For Service Manager to reference these objects, when
associating them with configuration items, the relevant Operations Manager Management Packs must
also be imported into Service Manager. This is important because objects from Operations Manager will
not be synchronized with configuration items in Service Manager without the relevant Management Pack
imported.

Operations Manager Alert Connector


The Operations Manager Alert connector is used to create incidents in Service Manager based on alerts
that have been generated in Operations Manager. Additionally, it can synchronize alerts and incidents
such that if an incident is resolved in Service Manager, the alert can be automatically closed in Operations
Manager. Similarly, if an alert is closed in Operations Manager, the incident can be automatically resolved
in Service Manager. This is a very useful connector: by automating incident creation in Service Manager,
you save much of the administrative overhead. When creating incidents, templates in Service Manager are
used to auto populate fields in the incident form.
MCT USE ONLY. STUDENT USE PROHIBITED
5-6 Populating the Service Manager CMDB using Connectors

Creating an Operations Manager Alert Connector


You use the Operations Manager Alert Connector Wizard to create an Alert connector to Operations
Manager. You open the wizard by clicking Create Connector in the Tasks pane, which you access in
Service Manager from within the Connectors node of the Administration pane of the Service Manager
console. When creating the connector, you must supply a number of connection settings as described in
the following table.

Operations Manager Alert


Description
Connector Wizard page

Server Details Specify the server name of the Operations Manager Management
Server and the credentials that should be used to connect to the server.
The credentials specified here are in the form of a Run As account. The
account used to connect to the Operations Manager Management
Server must have the following permissions:
Must be a domain account
Must be a member of the Users local security group on the Service
Manager management server
Must be a member of the Administrator user role in Operations
Manager
Must be a member of the Advanced Operator user role in Service
Manager
A Test connection button is available here, which is useful for testing
access to the Operations Manager management server.

Alert Routing Rules Optionally add alert routing rules to specify the Service Manager
template that should be used when creating incidents. This is useful
because you can use a specific template based on the Priority and
Severity of the alert generated in Operations Manager. You can also set
criteria to further define the alert routing rule, such as Management
Pack Name, the computer for which the alert was raised, and
Operations Manager class for which the alert was raised. The first
routing rule in the list will be applied if the criteria are met. If no routing
is specified or the criteria specified does not match the routing rule, the
generic Operations Manager incident template is applied.

Schedule Define the poll, in seconds, that the connector should use when
synchronizing alerts. The default is every 30 seconds. You can also
choose whether alerts in Operations Manager should be closed when
incidents are resolved in Service Manager, and whether incidents should
be resolved in Service Manager when alerts in Operations Manager are
closed. The two options are very useful. For example, in Operations
Manager, if a condition that caused an alert is fixed, Operations
Manager automatically closes the alert. By setting these options, you
can also configure Service Manager to resolve the associated incident,
saving time.

After the alert connector is created, you must finish the configuration by creating a subscription in the
Operations Manager Operations console. In the Operations console, from the Administration pane,
Service Manager creates an internal connector named Alert Sync:<ServiceManagerConnectorName> that
is displayed in the Internal Connectors view of the Product Connectors node. You edit the connector and
add a subscription that defines the groups, targets, and criteria that should be used when alerts are
forwarded through the connector to Service Manager. You can also forward alerts in Operation Manager
manually by right-clicking on an alert in the Operation Manager console and choose Forward in the
menu.
This is useful, because you can use the criteria to filter alerts so that only the alerts you want generating
an incident in Service Manager are forwarded, such as alerts with an error severity and a high priority.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-7

For more information about importing data and alerts from System Center Operations Manager, go to the
following link:
Importing Data and Alerts from System Center Operations Manager
http://go.microsoft.com/fwlink/?LinkID=390269

Integrating Service Manager with Virtual Machine Manager


The Virtual Machine Manager connector in Service
Manager imports virtual machine templates,
service templates, and storage classifications from
Virtual Machine Manager and makes them
available as configuration items in Service
Manager. These configuration items can then be
used with work items such as Change Requests in
Service Manager. In most environments where
Operations Manager and Virtual Machine
Manager are running, Virtual Machine Manager is
configured to push discovery data to Operations
Manager. In this case, the Operations Manager CI
connector must also be configured for Virtual Machine Manager Information such as Cloud resources to
be imported into Service Manager. Additionally, the
Microsoft.SystemCenter.VirtualMachineManager.2012.Discovery Management Pack must be synchronized
as part of the Operations Manager CI connector to facilitate this.
You use the Virtual Machine Manager Connector Wizard to create a connector to Virtual Machine
Manager. You start this wizard by clicking Create Connector from the Tasks pane in Service Manager,
which you access from within the Connectors node of the Administration pane of the Service Manager
console. When creating the connector, you must supply a number of connection settings, which are
described in the following table.

Virtual Machine Manager


Description
Connector Wizard page

Connection Specify the server name of the Virtual Machine Manager Server. You
also specify the Credentials in the form of a Run As Account that
should be used to connect to the Virtual Machine Manager Server.
The account used here must have the following permissions:
Local administrator on the Virtual Machine Manager Server
Must be a member for the Administrators role in Virtual Machine
Manager
Must be a member of the Advance Operator role in Service Manager
A Test connection button is available here, which is useful for testing
access to the Virtual Machine Manager Server.

For more information about importing data from Virtual Machine Manager, go to the following link:
Importing Data from System Center Virtual Machine Manager
http://go.microsoft.com/fwlink/?LinkID=390271
MCT USE ONLY. STUDENT USE PROHIBITED
5-8 Populating the Service Manager CMDB using Connectors

Integrating Service Manager with Orchestrator


The Orchestrator connector in Service Manager
imports Orchestrator runbooks into Service
Manager, which can then be initiated by using
Service Manager runbooks. It will only import
runbooks that begin with an Initialize Data activity.
It is particularly useful when used in conjunction
with the Service Catalog and Request Offerings in
Service Manager. For example, you could create a
service offering that provides private cloud
resource provisioning. It does this by using a
request offering in Service Manager that an end
user uses in the Service Manager Self-Service
Portal to request a virtual machine. Resources requested for the virtual machine, such as memory and
disk, are mapped to Service Manager runbooks. These are then mapped to Orchestrator runbooks, which
uses activities to connect to Virtual Machine Manager and create the virtual machine.
You use the Orchestrator Connector Wizard to create a connector to Orchestrator. You open the wizard
by clicking Create Connector in the Tasks pane in Service Manager, which you access from within the
Connectors node of the Administration pane of the Service Manager console. When creating the
connector, you must supply a number of connection setting, which are described in the following table.

Orchestrator Connector
Description
Wizard page

Connection Specify the URL and credentials for the Orchestrator web service.
The URL is typically in the form of
http://<computer>:<port>/Orchestrator2012/Orchestrator.svc,
where <computer> is the computer hosting the Orchestrator web
service, and <port> is the port number on which the web service is
used. By default, this is port 81. The credentials specified here are
in the form of a Run As account. The account must have Read and
List permissions for the root runbook folder and all child objects in
Orchestrator. Additionally, to initiate runbooks, the account must
have the Publish permission for the root runbook folder and all
child objects.
A Test connection button is available here, which is useful for
testing access to the Orchestrator web service.

Sync Folder Select the Orchestrator folder from which to synchronize runbook.
Typically the root is selected here to ensure all runbooks are
synchronized.

Web Console URL Specify the URL for the Orchestrator Web console in the form of
http://<computer>:port, where <computer> is the computer where
the Orchestrator Web console is installed, and <port> is the port
on which the Web console is running. The default port number is
82.

For more information about importing runbooks from Orchestrator, go to the following link:
http://go.microsoft.com/fwlink/?LinkID=390270
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-9

Demonstration: Reviewing Connectors in Service Manager


In this demonstration you will review the various Connectors in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create Connector task to create a Configuration Manager connector and discuss the various
tabs in the connector wizard.
3. Repeat step 2 for the following connectors:
Operations Manager Alert connector
Operations Manager CI connector
Orchestrator connector
Virtual Machine Manager connector
Question: What is the primary function of the Operations Manager Alert connector in
Service Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
5-10 Populating the Service Manager CMDB using Connectors

Lesson 2
Integrating Service Manager with Exchange
In organizations that use Microsoft Exchange Server as their corporate messaging solution it is important
to understand how Service Manager can be connected to Exchange and provide the ability to perform
many Service Manager related functions though e-mail. For example when Service Manager is connected
to Microsoft Exchange, Incidents in Service Manager can be created, updated, resolved and closed from
an e-mail.
In order to provide this functionality to the organization you need to understand how the Exchange
Connector for Service Manager Connector is installed and configured.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the features of the Service Manager Exchange Connector
Install the Service Manager Exchange Connector
Configure the Service Manager Exchange Connector

Exchange Connector Overview


The System Center Service Manager Connector 3.0
for Exchange is an add-on to Service Manager that
connects it to Exchange. This add-on provides the
ability to process incoming emails that relate to
Service Manager work items such as Incidents,
Change Requests, and Service Requests.
This release is the only version compatible with
System Center 2012 Service Manager and is not
compatible with Microsoft System Center Service
Manager 2010. Previous releases of the Exchange
Connector, such as 2.0, are compatible with
Service Manager 2010. Additionally, the Exchange
Connector 3.0 requires Exchange Server 2007 Service Pack 3 (SP3) or Exchange Server 2010 Service Pack 1
(SP1) or Office 365.

Key Tasks to Perform by Using the Exchange Connector


The following are some of the key tasks you can perform with System Center Service Manager Connector
3.0 for Exchange:
Create, update, resolve, and close incidents from an email.
Approve or reject review activities from an email.
Update the action log of change requests from an email.
Mark manual activities as complete from an email.
Add attachments from email to work items.
Send notifications from the Service Manager console to end users.
Update problem records.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-11

Provide support for Microsoft Office 365.


Provide support for service requests.
For more information about System Center Service Manager Connector 3.0 for Exchange, go to the
following link:
System Center Service Manager Connector 3.0 for Exchange
http://go.microsoft.com/fwlink/?LinkID=390272

Installing the Exchange Connector


Before installing the System Center Service
Manager Connector 3.0 for Exchange, you should
configure notification templates in Service
Manager so that automatic replies can be
configured when the exchange connector is used
to generate work items such as, incidents. When
email messages are processed in Service Manager,
the subject of the email must contain the work
item ID enclosed in square brackets. The Work
Item ID property must be added by using the
substitution string for each notification template
that will be used by the connector.
To install the System Center Service Manager Connector 3.0 for Exchange, perform the following tasks:
1. Download and install the 64-bit Exchange Web Services Managed API Client dynamic-link library
(DLL). This can be obtained from the following website:
http://go.microsoft.com/fwlink/?LinkID=390273
2. Install the System Center Service Manager Connector 3.0 for Exchange.
3. The following files must be copied to the C:\Program Files\Microsoft System Center 2012\Service
Manager folder on the Service Manager management server where the workflows will run. They
should also be copied to the computer running the Service Manager console that will be used to
configure the connector.
Microsoft.SystemCenter.ExchangeConnector.dll
Microsoft.SystemCenter.ExchangeConnector.resources.dll
Microsoft.Exchange.WebServices.dll
4. Import the ServiceManager.ExchangeConnector.mpb Management Pack into Service Manager.
You can find this in the
InstallationDrive:/System_Center_Service_Manager_Connector_3.0_for_Exchange folder after
installing the System Center Service Manager Connector 3.0 for Exchange.
MCT USE ONLY. STUDENT USE PROHIBITED
5-12 Populating the Service Manager CMDB using Connectors

Configuring the Exchange Connector


After you import the Exchange Connector
Management Pack, the Exchange Connector
becomes available in Service Manager. You create
the connector by using the Create Connector task
from the Connectors node in the Administration
pane of the Service Manger console. This task
opens the Create Exchange Connector wizard. The
following table describes the wizard pages and the
settings that must be configured.

Create
Exchange
Description
Connector
wizard page

General Specify a name and description for the connector. You must also provide the name
of the Active Directory Forest in which the Service Manager Workflow account
resides. You can also enable the ability to attach each email as an .eml file
attachment to work items such as Incidents when they are created. Other options
that can be enabled on this page include:
Attach each email as a .eml file attachment to the work item
Only process emails from users in CMDB
Move email to Deleted Items after processing
Append the full body of the email message (up to 4,000 characters) to the action
log
Enable this connector

Server Configure the Exchange Server connection settings. If your Exchange Server is
Connection configured with Autodiscover, you should select the Use Autodiscover check box. If
your Exchange Server does not use Autodiscover, you should clear this check box
and manually enter the URL for the Exchange Server in the Exchange Server URL
box. For connections to Office 365, the Validate Only Office 365 Autodiscover
Redirections check box is automatically selected and allows for redirections to
https://Autodiscover-s.outlook.com/Autodiscover/Autodiscover.xml only. If
redirections to other domains are required, you should clear this check box or
manually specify the Exchange Server URL. By default, the mailbox of the user
account associated with the Workflow Run As Account is used as the monitored
mailbox for the connector. This is the address where emails should be sent to create
incidents and update work items in Service Manager. You can select an existing Run
As Account here or create a new Run As Account that is associated with a mailbox
in Exchange. Alternatively, you can select the Use Impersonation check box and
provide an impersonation email address.

Parsing Specify the email parsing keywords that will be used to detect emails sent to the
Keywords workflow mailbox. These keywords are then used to update work items in Service
Manager. Parsing keywords that you specify on this page include Email Reply,
Incident First Response, Service Request Completed, and Review Activity Approved.
All keywords except the Email Reply Parsing keyword should be enclosed in square
brackets. For example, the parsing keyword for Service Request Completed would
be [Completed].

Routing And Specify the templates that should be used when new work items are created, when
incidents are updated, and when service requests are updated. For example, the
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-13

Create
Exchange
Description
Connector
wizard page
Schedule incident template to apply when a new incident is created could be set to use the
Generic Incident Request. This template is then used when new incidents are
created from an email. You also specify the polling interval for the connector. By
default, this is set to 300 seconds. It is recommended not to use a polling schedule
of fewer than 2 minutes in a production environment.

Confirmation Review the settings that you configured, and optionally go back through the wizard
to make any relevant changes before using the Create button to create the
connector.

Testing the System Center Service Manager Connector 3.0 for Exchange
To test the connector is working correctly you should send an email to the email address specified when
the connector was configured. Service Manager will automatically create a new work item such as
Incident. You can then send other emails to the email address to update the work item by adding the
work items ID enclosed in square brackets in the subject of the message. Keywords added during the
configuration of the connector can then be used in the email body to perform actions on the selected
work item, such as resolving or closing an incident.
Question: You need to update the status of an incident by using email. What should you
include in the subject of the email?
MCT USE ONLY. STUDENT USE PROHIBITED
5-14 Populating the Service Manager CMDB using Connectors

Lab: Configuring Connectors in Service Manager


Scenario
Contoso already have other System Center 2012 R2 components such as Operations Manager, Virtual
Machine Manager and Orchestrator deployed. In order to manage and the private cloud environment
effectively you need to integrate these components with Service Manager. You have been asked to
configure the Virtual Machine Manager, Orchestrator and Operations Manager Alert connectors. In
addition, Contoso would like to provide the ability for end-users to raise Incidents via E-Mail. To facilitate
this, you have been asked to install and configure the Exchange Connector for Service Manager which
provides the ability to create and manage Work Items in Service Manager via E-Mail.

Objectives
After completing this lab, students will be able to:
Configure System Center Connectors in Service Manager.
Install and configure the Exchange Connector in Service Manager.

Lab Setup
Estimated Time: 60 minutes
Host 1 Virtual Machines: LON-DC1, LON-SM1, LON-SQ1
Host 2 Virtual Machines: LON-DW1, LON-SC1, LON-EX1
User Name: Contoso\Administrator
Password: Pa$$w0rd
For this lab, you will use the available virtual machine environment. Before you begin the lab, you must
ensure that the virtual machines are running by completing the following steps:
1. On HOST1, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
2. In Hyper-V Manager, click LON-DC1, and in the Actions pane, click Start.
3. In the Actions pane, click Connect. Wait until the virtual machine starts.
4. Log on by using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
5. Repeat steps 2 through 4 for the following virtual machines:
LON-SM1
LON-SQ1
6. On HOST2, click Start, point to Administrative Tools, and then double-click Hyper-V Manager.
7. In Hyper-V Manager, click LON-DW1, and in the Actions pane, click Start.
8. In the Actions pane, click Connect. Wait until the virtual machine starts.
9. Log on by using the following credentials:
User name: Administrator
Password: Pa$$w0rd
Domain: Contoso
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-15

10. Repeat steps 7 through 9 for the following virtual machines:


LON-EX1
LON-SC1

Note: Before starting this lab, make sure that all Windows Services that are set to start
automatically are running, except for the Microsoft .NET Framework NGEN v4.0.30319_X86
and.NET Framework NGEN v4.0.30319_X64 services, because these services stop automatically
when they are not in use.

Exercise 1: Configure System Center Connectors


Scenario
In order to import configuration items from other System Center 2012 R2 components you must
configure the relevant connector in Service Manager. You must also configure the Operations Manager
Alert Connector which provides the ability to automate Incident creation in Service Manager based on
alerts generated in Operations Manager.
The main tasks for this exercise are as follows:
1. Create an Operations Manager alert connector
2. Configure the connector in Operations Manager.
3. Generate an alert and confirm an incident is created in Service Manager
4. Create a Virtual Machine Manager connector.
5. Create an Orchestrator connector

Task 1: Create an Operations Manager alert connector


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create Connector task to create an Operations Manager Alert connector with the
following settings (all other settings should remain the default settings):
Name: Operations Manager Alerts
Server Name: LON-SC1
Credentials: Pa$$w0rd
MCT USE ONLY. STUDENT USE PROHIBITED
5-16 Populating the Service Manager CMDB using Connectors

Task 2: Configure the connector in Operations Manager.


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SC1

Tool Operations Console

Pane Administration

View Product Connectors\Internal Connectors

2. Edit the properties of the Alert Sync:Operations Manager Alerts connector and configure a new
Alert subscription for the connector with the following settings (all other settings should remain the
default settings):
Subscription Name: Critical Alerts
Criteria: under AND any checked alert resolution state, de-select New and then select StockTrader
and Forward to Service Manager

Note: It can take up to 5 minutes for the Alert Sync:Operations Manager Alerts connector
to appear in Operations Manager. Refresh the Internal Connectors view until the connector
appears.

Task 3: Generate an alert and confirm an incident is created in Service Manager


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SC1

Tool Operations Console

Pane Monitoring

View Active Alerts

2. Stop the World Wide Web Publishing Service on LON-SC1, and wait for the IIS 8 Web Site is
unavailable alerts to be generated in the Active Alerts view of the Operations console.
3. Set the Resolution State of one of the IIS 8 Web Site is unavailable alerts to Forward to Service
Manager by right-clicking the alert.
4. Edit the IIS 8 Web Site is unavailable alert properties, and make a note of the Ticket ID.

Note: It can take up to 5 minutes for the Ticket ID to be populated in the properties of the
IIS 8 Web Site is unavailable alert. Close the properties of the alert and then re-open the
properties intermittently until the Ticket ID has been added.

5. Log on to LON-SM1, and then open the Service Manager console.


6. Using the Ticket ID, confirm that an incident was created in the All Incidents view from the Incident
Management node in the Work Items pane.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-17

7. Edit the properties of the LON-SC1 computer in the All Windows Computers view from the
Computers node in the Configuration Items pane, and confirm the incident has been associated
with the computer, as shown on the Related Items tab.
8. Restart the World Wide Web Publishing Service on LON-SC1.

Task 4: Create a Virtual Machine Manager connector.


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create Connector task to create a Virtual Machine Manager connector with the following
settings (all other settings should remain the default settings):
Name: Virtual Machine Manager
Server Name: LON-SC1
Credentials: Pa$$w0rd

Task 5: Create an Orchestrator connector


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Administration

View Connectors

2. Use the Create Connector task to create an Orchestrator connector with the following settings (all
other settings should remain the default settings):
Name: Orchestrator
Orchestrator Web Service URL: http://LON-SC1:81/Orchestrator2012/Orchestrator.svc
Run As Account: Create a new Run As account named Orchestrator, and configure it with the
Contoso\Orchestrator credentials by using a password of P@ssw0rd

Note: The password for the Orchestrator account has been intentionally set to P@ssw0rd.

Web Console URL: http://LON-SC1:82


MCT USE ONLY. STUDENT USE PROHIBITED
5-18 Populating the Service Manager CMDB using Connectors

Results: After this exercise you should have configured the Orchestrator, Virtual Machine Manager and
Operations Manager Alert connectors in Service Manager. You should have also confirmed that relevant
Incidents are automatically created in Service Manager based on alerts that have been generated in
Operations Manager.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-19

Exercise 2: Configure the Exchange Connector


Scenario
Because Contoso already uses Microsoft Exchange as their messaging platform, you have decided to take
advantage of the Exchange Connector for Service Manager. Doing so will allow Service Manager
operators to generate and resolve incidents by using email.
The main tasks for this exercise are as follows:
1. Preparing for the Exchange Connector
2. Configure the Exchange Connector
3. Create a new incident from an email
4. Resolve an incident from an email

Task 1: Preparing for the Exchange Connector


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Navigation Administration

New Key Name Management Packs

2. Copy the Microsoft.Exchange.WebServices.dll file from \\LON-EX1\C$\Program


Files\Microsoft\Exchange\Web Services\1.2 to the C:\Program Files\Microsoft System Center
2012 R2\ Service Manager folder on LON-SM1.
3. Copy the Microsoft.SystemCenter.ExchangeConnector.dll file from \\LON-EX1\C$\Exchange
Connector to the C:\Program Files\Microsoft System Center 2012 R2\ Service Manager folder
on LON-SM1.
4. Copy the ServiceManager.ExchangeConnector.mpb file from \\LON-
EX1\C$\Exchange_Connector to the C:\ folder on LON-SM1.
5. Open the Service Manager console and then go to the Management Packs node in the
Administration pane. Use the Import task in to import the following Management Pack from the C:\
folder on LON-SM1:
ServiceManager.ExchangeConnector.mpb

Task 2: Configure the Exchange Connector


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console


MCT USE ONLY. STUDENT USE PROHIBITED
5-20 Populating the Service Manager CMDB using Connectors

Location Value

Navigation Administration

New Key Name Connectors

2. Use the Create Connector task to create an Exchange Connector with the following settings (all
other settings should remain the default settings):
Name: Exchange Connector
Enter one or more Active Directory FORESTS: Contoso.com
Run As Account: Create a new Run As Account with the following settings:
o Display name: SM_Notifications
o User name: SM_Notifications
o Password: Type P@ssw0rd
3. Use the Test Connection button to test the connection using the P@ssw0rd password.
4. Routing and Schedule:
Work item template to apply when new work items are created: Default Incident Template
Incident template to apply when incidents are updated: Default Incident Template
Service request template to apply when service requests are updated: Default Service Request
Polling interval (in seconds): 60

Task 3: Create a new incident from an email


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Microsoft Outlook 2010

Profile Outlook

2. Start Outlook by using the Outlook Profile, and then send a new message with the following settings
(all other settings should remain the default settings):
To: SM_Notifications@contoso.com
Subject: Incident Generated by Email
Message: This Incident was generated by an E-Mail
3. Confirm the Incident Generated by Email incident has been automatically created in the All
Incidents view in the Service Manager console.
4. Make a note of the Incident ID
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 5-21

Task 4: Resolve an incident from an email


1. To perform this task, use the computer and tool information in the following table.

Location Value

Computer LON-SM1

Tool Outlook 2010

Profile Outlook

2. Start Outlook by using the Outlook Profile, and then send a new message with the following settings
(all other settings should remain the default settings):
To: SM_Notifications@contoso.com
Subject: [IncidentID] where IncidentID is the ID value noted in the last step of the previous task.
Message: [Resolved]
3. Confirm the Incident Generated by Email incident has been automatically resolved in the All
Incidents view in the Service Manager console by checking the Status column for the incident.

Results: After this exercise, you should have installed and configured the Service Manager Exchange
Connector. To test the connector, you should have created an incident by sending an email to the
monitored mailbox. Then, you should have resolved the incident by sending another email to the
monitored mailbox by using the incident ID and [Resolved] parsing keywords.

Question: After configuring the Operations Manager Alert Connector in Service Manager,
what should you do in Operations Manager?
MCT USE ONLY. STUDENT USE PROHIBITED
5-22 Populating the Service Manager CMDB using Connectors

Module Review and Takeaways


Review Question(s)
Question:
What is the primary function of the Operations Manager CI connector in Service Manager?

Real-world Issues and Scenarios


When configuring the Operations Manager connectors in Service Manager it is best practice to first
configure the Operations Manager CI connector and then synchronize Management Packs between
Operations Manager and Service Manager. This is so that when the Operations Manager Alert Connector
is created and Incidents are generated in Service Manager, the Incidents will be able to reference the
related objects in Operations Manager appropriately.
MCT USE ONLY. STUDENT USE PROHIBITED
6-1

Module 6
Managing Incidents and Problems
Contents:
Module Overview 6-1
Lesson 1: The Definition of an Incident and a Problem 6-2
Lesson 2: Managing Incidents 6-4
Lesson 3: Managing Problems 6-11
Lesson 4: Using Queues and Views with Incidents and Problems 6-17
Lab: Configuring Incident and Problem Management 6-21
Module Review and Takeaways 6-38

Module Overview
Incident and problem management are two key functions that form part of any service management
solution. Not only should you understand how incidents and problems are configured and managed, you
also need to understand what constitutes an incident or a problem.
In this module, you will learn how to differentiate an issue that occurs in the IT environment between an
incident and a problem. You will also learn how to configure incidents and problems, which includes
creating templates that can be used to auto-populate Incident forms.
Finally, you will learn how Microsoft System Center 2012 Service Manager Service Manager queues and
views can be created to filter incidents and problems. These can then be used when you configure user
roles to restrict what incident and problem analysts can view and work on in the Service Manager console.

Objectives
After completing this module, students will be able to:
Describe the definition of an Incident and a Problem.
Manage incidents.
Manage problems.
Use queues and views with incidents and problems.
MCT USE ONLY. STUDENT USE PROHIBITED
6-2 Managing Incidents and Problems

Lesson 1
The Definition of an Incident and a Problem
Before creating Incidents and Problems in Service Manager you need to understand the differences
between them. This is important as there will typically be different analysts that work on them so they will
need to be scoped accordingly. For example suppose a user calls the helpdesk with an email related issue.
An Incident can be logged in Service Manager that contains all the relevant details. Later, another user
calls the helpdesk with a similar issue. Another Incident can be logged including the relevant details.
When multiple Incidents for the same or related issue occur they can be grouped together within a Parent
Incident.
This provides the ability for analysts to work on the Parent Incident and associated Child Incidents at the
same time. When the Parent Incident is resolved related Child Incidents can then be automatically
resolved with it.
If however, more incidents relating to the same issue are created a problem record may then be used to
identify the root cause of the issue. Associated incidents can also be added to the problem record as
related items.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the definition of an Incident in Service Manager
Describe the definition of a Problem in Service Manager

The Definition of an Incident


The goal of problem management is to prevent
problems and resulting incidents from occurring.
This will help to eliminate recurring incidents and
minimize the impact of incidents that are
unpreventable.
As an example, consider the following scenario:
Contoso uses Microsoft SharePoint Server 2010 to
share documentation that it creates between
various employees in the organization. As part of
his role at Contoso, Gordon uses a SharePoint
Web Portal to share technical documents with
other members of his team. When he attempts to
open the SharePoint Web Portal, he receives an error stating Access Denied. He is no longer able to
share documents with other members of his team. This is an unplanned interruption of an IT service.
An incident is created in Service Manager and assigned to an appropriate incident resolver. After
investigating the incident, it is determined that Gordons user account had not been given permission to
access the new team site that he was trying to access. Permission for Gordons account is added, and the
incident is resolved.
In terms of incident management, one of its main objectives is to restore the IT service as quickly as
possible. This means that if a workaround to the issue can be applied that resolves the issue quickly, then
it should be used. This might not necessarily prevent the issue from reoccurring but it restores the IT
service to an operational state in the quickest time.
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-3

The main objectives of incident management include:


Restore the IT service as quickly as possible.
Minimize the adverse impact that incidents have on business operations.
Maintain the highest levels of service availability and quality.
Ensure that incidents are processed in a consistent manner.
Direct support resources where they are most needed.

The Definition of a Problem


As described by Information Technology
Infrastructure Library, a problem is the cause of
one or more incidents. The cause is not usually
known at the time a problem record is created.
As an example, consider the following scenario:
When Gordon attempts to open a document
stored in SharePoint, he receives an error stating
file not found. He logs the issue with the
helpdesk and an incident is logged. When Sean
attempts to upload a new document to
SharePoint, he receives an error stating drive not
found. He logs the issue with the helpdesk, and
an incident is logged. When the incident resolver starts diagnosing the incidents, she notices that they are
related. She also notices that the incident logged by Sean is a recurring incident from which the resolution
was to restart the SharePoint server.
Because this is a recurring incident the root cause of the incident has not yet been discovered and fixed. A
problem record is created in Service Manager, and both incidents are associated with it because they both
relate to the same problem.
As the problem analyst works on the problem, she discovers that there are a number of Pending Disk
Failure events logged in the System event log on the SharePoint server. She replaces the faulty disk in the
RAID array and resolves the problem. This automatically resolves the incidents raised by Sean and Gordon.
In terms of problem management, the primary objective is to reduce the impact and number of incidents
that occur in the IT environment by finding and resolving the root cause of the problem. As part of
problem management, known errors are also recorded. These are used to describe the successful
diagnosis of the root cause of a problem. Other objectives of problem management include:
Identifying and taking ownership of problems.
Taking proactive steps towards reducing the impact of incidents and problems.
Performing trend analysis of problems to help predict future problems.
Question: Name three objectives in incident management.
MCT USE ONLY. STUDENT USE PROHIBITED
6-4 Managing Incidents and Problems

Lesson 2
Managing Incidents
Incidents in Service Manager provide a method of recording everything about errors or generally any
unplanned disruption of service in the IT environment. There are various methods in which Incidents can
be recorded in Service Manager. For example, by using the Operations Manager Alert connector Incidents
can be automatically generated based on specific alerts that Operations Manager generates.
As you have learned in the previous module Incidents can also be created by sending an E-Mail to a
monitored mailbox by the Service Manager Exchange Connector. Regardless of the method used to
generate Incidents in Service Manager it is important that you understand how Incidents are managed.
For example when creating a new Incident you need to ensure all the relevant details are recorded such as
the Classification Category, the Urgency and Impact of the Incident. This allows you to prioritize Incidents
appropriately ensuring the most important Incidents are worked on first and also ensures that the Incident
is routed to the appropriate specialist to work on.
Additionally you need to understand how Incidents relate to other elements in Service Manager such as
other Incidents, Problems and Configuration Items such as computers, services and people. This will help
identify trends when managing Incidents as you can use reports to show Configuration Items with
associated Incidents. You should also understand how Incidents can be combined using Parent-Child
groups. This provides a method of combining similar Incidents so that when the Parent Incident is
resolved the Child Incidents can be automatically resolved.

Lesson Objectives
After completing this lesson, students will be able to:
Describe the key elements of an incident.
Describe the tasks that can be performed when working with incidents.
Describe how to configure Incident Templates

Key Elements of an Incident


When you create an incident in Service Manager,
it is important that all the necessary information
relating to the incident is captured and recorded.
This will be used by the incident resolver who
works on the incident and will be critical in
resolving it.
An incident can be created manually in Service
Manager by using the Create Incident task that is
available when you select any of the incident views
in the Incident Management node of the Work
Items pane in the Service Manager console. The
Create Incident task opens a new Incident form,
which includes various fields that are populated to provide incident resolvers with details of the incident.
Described below are some of the key fields that are populated when creating an incident.

Incident Field Description


MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-5

Incident Field Description

Affected User This is typically the user who raised the incident. You select an Active Directory
Domain Service (AD DS) user or group as the affected user.

Alternate Contact This is a free text field where additional contact details for the affect user can be
Method entered. For example, if the affected user is using a different telephone number to
the one currently listed in Active Directory it can be entered here with a short note
to explain why.

Title The Title field is a mandatory field that must be completed. Here you include a
brief description of the incident such as Outlook fails to open and reports error
0x8004912, for example. The title of the incident is displayed in the details pane of
incident views, so it helps identify incidents when incident resolvers need to work
on them.

Description The Description field is where a full description of the incident is included. It is
important to include as much information as possible here because the incident
resolver will use this information when troubleshooting the incident.

Classification The classification category is useful in identifying the category of incidents. For
Category example, you can place an incident into the E-Mail Problems classification category.
The Incident KPI Trend report can be used to identify incidents based on
classification categories. Other default classification categories include Hardware
Problems, Networking Problems, and Software Problems. You can modify the list of
available classification categories by editing the properties of the Incident
Classification list in the Lists node of the Library pane. This is useful when you need
to include categories that relate to your IT environment, such as an internal line-of-
business application. This field is also mandatory.

Impact and Urgency The Impact and Urgency fields are used to determine the priority of an incident.
The priority calculation is configured in the incident settings as described in
Module 3, Configuring Base Settings in Service Manager. When configuring the
impact and urgency, you can select Low, Medium, or High. Depending on how the
priority calculation is configured, the priority is then automatically configured. This
is useful for incident resolvers because they can work on the incidents with the
highest priority first. Using the priority calculation configured in Module 3, an
impact of High and an urgency of High would result in a priority of 1. This is the
highest priority of an incident. Both Impact and Urgency fields are mandatory.

Support Group The Support Group field is used to group the incident into a relevant support
group such as tier 1, tier 2, or tier 3. This is useful because queues can then be used
to filter incidents based on the support group. The list of available support groups
can be modified by editing the Incident Tier Queue list in the Lists node of the
Library pane.

Primary Owner The Primary Owner field is used to determine if the incident will have a primary
owner or manager also assigned to the incident. This allows one customer facing
user who communicates with customers to be the primary owner of many incidents
and allows the Assigned To field to be populated with the engineer who will fix the
issue.

Assigned To The Assigned To field is used to determine who the incident should be assigned to,
as in the incident resolver who will be working on the incident.

Affected Services The Affected Services section provides the ability to add the business services that
are affected by the incident. This enables you to view incidents that are related to a
business service when viewing it in the Configuration Items pane.
MCT USE ONLY. STUDENT USE PROHIBITED
6-6 Managing Incidents and Problems

Incident Field Description

Affected Items The Affected Items section provides the ability to add the configuration items that
are affected by the incidentfor example the computer that the incident has
directly affected. This is useful because the incident is then associated with the
computers configuration item and can be opened directly from the Related Items
tab of the Configuration Item.

Action log The Action log is used by incident resolvers when working on the incident. While
they troubleshoot the incident they update the Action log with any tasks that have
been performed. This is useful because a date-and-time-stamped record is added
to the incident, which can be used to view the history of actions performed against
the incident and provides vital information to other analysts if the incident is
escalated or passed to another analyst at the end of a shift, for example. You can
optionally choose to make specific comments private in the Action log. This is
useful when you need to hide information from end users in the Self-Service Portal,
such as user account credentials.

For more information about configuring incident management in Service Manager, go the following
website:
Configuring Incident Management in System Center 2012 - Service Manager

http://go.microsoft.com/fwlink/?LinkID=390277
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-7

Working with Incidents


After an incident has been created and selected
within any of the incident views, there are a
number of context-sensitive tasks that become
available in the Tasks pane. These tasks allow you
to work with incidents to perform specific actions,
such as resolving an active incident or activating a
resolved incident.
Detailed in the following table are tasks that can
be performed against the selected incident or
incidents.

Incident Task Description

Assign The Assign task can be used to assign one or more incidents to an AD
DS user or group to the current user running the task. This is useful if
you need to change the analyst to which an incident is assigned to en-
masse because you can multi-select incidents and assign them all at
once.

Change Incident Status The Change Incident Status task is used to change the status of the
selected incident. Default status values are Activate, Close and Resolved.
You can also choose Other which then includes a Pending status. You
can edit the Incident Status list from the Lists node in the Library pane
to add custom status values. This is useful in customizing the status
values for incidents so that they reflect your business needs. When an
incident is first created, its status is set to Active. When an incident
resolver resolves an incident, the Change Incident Status task is used to
change the status to Resolved. When you resolve an incident, a
resolution category such as Fixed By Analyst or Resolved By Parent
incident can be selected. A comment must be added that will be shown
on the Resolution tab of the incidents properties form. When
confirmation has been received from the affected user that the incident
has been resolved satisfactorily, then the incident can be closed by
using this task.

Create Change Request The Create Change Request task can be used to create a related change
request based on the selected incidents. This is useful because the
selected incidents are then added to the change requests Related Items
tab as related work items. When you use the Create Change Request
task, you must select a template such as Emergency Change Request
that will be used for the change request. Using templates here is useful
because they contain a typical list of activities that must be performed
as part of the change, such as the Approve Change activity, where a
change manager must approve the change before it can be applied.

Create Problem The Create Problem task is used to open a new problem record and add
the select incidents to the Related Items tab of the problem as work
items. This is useful where similar or related incidents that cannot be
resolved by an incident resolver need to be worked on by a problem
analyst. A new problem record is created and includes the selected
incidents so that a problem analyst can see the work that has been
performed on them.

Create Release Record The Create Release Record task works in the same way as the Create
Change Request task except a release record is created instead. This can
MCT USE ONLY. STUDENT USE PROHIBITED
6-8 Managing Incidents and Problems

Incident Task Description


be useful when a software upgrade needs to be applied in order to
resolve an incident. The release record can be used to control the
deployment of the software upgrade.

Create Service Request The Create Service Request task can be used to create a new service
request that will include the selected incidents as work items on the
Related Items tab of the service request. This can be useful when a
request offering such as the restoration of a database is required in
order to resolve an incident.

Escalate or Transfer The Escalate or Transfer task can be used to change the support group
that the selected incidents are part of. This is useful when you need to
transfer an incident to a different incident resolver that is a member of
a different support group, such as tier 3. When you use the task, you
can optionally set the incident to Escalated, which is useful when used
in conjunction with queues because incidents can be filtered based on
their escalation status and support group. A comment must be included
when using this task, which is added as a log entry to the Incidents
Action log.

Convert or Revert to The Convert or Revert to Parent task can be used to convert a non-
Parent parent incident into a parent incident. This will add a Child Incidents tab
to the incident form. When the same task is selected on an incident that
is already a parent the task will revert the incident to a non-parent
incident.

Link Or Unlink To Parent The Link Or Unlink To Parent task is used to combine child incidents
into a parent incident. The parent incident must already exist before
you use this task. When you link incidents to a parent incident, the
Parent Incidents properties contain an additional tab named Child
Incidents in which all the incidents that have been linked to the parent
incident are displayed. This is useful when multiple related incidents are
being managed by a parent incident as child incidents can be
automatically resolved when the parent incident is resolved.

Link Problem The Link Problem task works in the same manner as the Create Problem
task except that instead of creating a new problem record, the selected
incidents are added to an existing problem record.

Link To New Parent The Link To New Parent Incident task works in the same manner as the
Incident Link Or Unlink To Parent task when choosing the Link option, except
instead of adding the selected incidents to an existing parent incident,
the incidents are added to a new parent incident that is created by
selecting a relevant template.

For more information about how to set parent incident options, go to the following website:
How to Set Parent Incident Options
http://go.microsoft.com/fwlink/?LinkID=390278
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-9

Configuring Incident Templates


Incident templates in Service Manager provide a
method of automatically populating fields in an
Incident form. This not only saves time when
creating incidents, but it also ensures that certain
fields such as Classification Category or Support
Group are configured correctly.
You can create incident templates for incidents
that are created in both the Service Manager
console and in the Self-Service Portal. Additionally,
incident templates are used with the Operations
Manager Alert connector to ensure that relevant
fields such as Source, Impact, and Urgency are
configured appropriately when incidents are created from an Operations Manager alert.

Creating an Incident Template


All templates that Service Manager uses can be found in the Templates node in the Library pane of the
Service Manager console. To create a new incident template, the Create Template task is used. This opens
a Create Template dialog box in which you specify a name for the template, such as Contoso Incident
Template. You also specify the class that the template will be configured for, such as Incident. Finally, you
select an unsealed Management Pack that will be used to store the incident template. You can create a
new Management Pack from here, which is useful when you need to store the template in a Management
Pack that will be exported and used in another Service Manager management group such as Production.
Templates can also be backed up by using this method.
After you configure the Name, Class, and Management Pack for the incident template, the Incident form
opens. Here, you can edit the relevant fields that should be set as default when you use the template with
an incident.
You can also include activities and related items as default items in the incident template. This can be
useful when you are creating an incident template for a specific type of incident, such as an E-Mail
Incident template. You can add related items such as Knowledge Base articles that can be used to
troubleshoot generic email-related incidents.
You can also use the Duplicate task to create a copy of an existing template. This is useful when you need
to create multiple variants of a template that all contain a number of fields that are the same.

Using Incident Templates


When you create an incident in the Service Manager console instead of using the Create Incident task,
you use the Create Incident From Template task. This opens a Create Incident From Template dialog box,
where you select the incident template that the new incident will be based on. After selecting the relevant
incident template, the Incident form opens with all default settings applied as per the template that was
created. You can edit any of the fields just as you would when creating a new incident including
preconfigured fields that have been populated by the template.
When you edit an existing incident, you can also apply an incident template by using the Apply Template
task. This task is available only when an existing incidents properties form is opened. This is useful when
there are incidents that have been created with incorrect properties, such as when the wrong incident
template was used.
To use incident templates with the Self-Service Portal, you create a new request offering, and apply the
incident template as part of the request offering. The request offering is then published to the Self-Service
Portal or is published as part of a service offering. Request offerings and service offerings are covered in
detail later in this course.
MCT USE ONLY. STUDENT USE PROHIBITED
6-10 Managing Incidents and Problems

For more information about how to create incident templates, go to the following website:
http://go.microsoft.com/fwlink/?LinkID=390279

Demonstration: Reviewing Incidents in Service Manager


In this demonstration you will review an Incident in Service Manager.

Demonstration Steps
1. To perform this task, use the computer and tool information shown in the following table.

Location Value

Computer LON-SM1

Tool Service Manager Console

Pane Work Items\Incident Management

View All Incidents

2. Edit the Hard Disk failure on LON-EX1 Incident and discuss the various fields that are available on
the following tabs:
General
Activities
Related Items
Resolution
Service Level
History
3. From the Tasks pane click Change Incident Status and discuss the various options that are available.
4. Click Cancel and then close the Service Manager console.
Question:
What does the Escalate or Transfer task do when managing incidents?
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-11

Lesson 3
Managing Problems
As part of Problem Management in the IT environment you need to identify and resolve the root cause of
Incidents thereby preventing them from re-occurring. To provide proactive Problem Management you
should also aim to resolve Problems before Incidents occur. For Incidents that cannot be prevented,
Problem Management is also used to minimize the impact of Incidents by providing a documented work
around, in Service Manager this is displayed as a Known Error.
To provide effective Problem Management in Service Manager you need to understand how Problem
Records are created and maintained. In cases where changes need to occur to resolve a specific Problem
you should also understand how Change Requests can be linked to Problem Records.
Additionally you must understand how Incidents can be associated with Problems including how related
Incidents can be resolved when the Problem is resolved. Finally you need to understand how Known
Errors and Knowledge Articles can be used to help resolve Problems.

Lesson Objectives
After completing this lesson, students will be able to:
Describe how to create a Problem Record
Describe how to link Incidents and Change Requests with Problem Records and automatically resolve
Incidents when a Problem Record is closed
Describe how Known Errors and Knowledge Articles can be used when managing Problems

Creating a Problem Record


Problem records can be created by using a
number of different methods in Service Manager.
You can create a problem record from any of the
views under the Problem Management node in
the Work Items pane by using the Create Problem
task. When one or more incidents are selected in
an incident view from the Incident Management
pane, the Create Problem task can be used to
create a new problem record. You can also use the
Create Problem task when editing an incident to
create a new problem record.
When you create a problem record, a Problem
Record form is used to record all the relevant details of the problem, such as the title, description, who the
problem is assigned to, and the category.
Detailed in the following table are some of the key fields that are populated when you create a problem
record. Because many of the fields are identical to fields populated when you create a new incident, a
reference is included instead of describing them again:

Problem Record field Description

Title See Key Elements of an Incident in Lesson 2.

Description See Key Elements of an Incident in Lesson 2.


MCT USE ONLY. STUDENT USE PROHIBITED
6-12 Managing Incidents and Problems

Problem Record field Description

Assigned To See Key Elements of an Incident in Lesson 2.

Source The Source field is used to denote the source of the problem record.
Default values for the source can be Customer Request, Major Incident,
and Proactive PBM (policy-based management). You can also edit the
Problem Source list from the Lists node in the Library pane to include
additional Sources if required.

Category The Category field is used to denote the category of the problem.
Available default categories include Application, Database, Document,
Network, and Server. You can edit the Problem Classification list in the Lists
node of the Library pane to include additional categories if required.

Impact See Key Elements of an Incident in Lesson 2.

Urgency See Key Elements of an Incident in Lesson 2.

Priority See Key Elements of an Incident in Lesson 2.

Affected Services See Key Elements of an Incident in Lesson 2.

Affected Items See Key Elements of an Incident in Lesson 2.

Action Log See Key Elements of an Incident in Lesson 2. Additionally, comments


cannot be hidden in the log entry of the Action log in a problem record.

Similar to the Incident form that is used when you create new incidents, the Related Items tab of the
Problem Record form can also be used to add any related items, such as work items, configuration items,
Knowledge Base articles, and files.
The Resolution tab includes additional sections that are relevant to problem records. For example, a
Workarounds section is provided, which is used for documenting steps to follow that will provide a
workaround to the problem. A Review Notes section is also included for any notes that should be
included relating to the problem. This can be used to include additional details such as links to online
content relating to the problem. You can also choose to enable or disable the Known Error and Requires
Major Problem Review options from the Resolution tab. These options are covered in more detail later in
this lesson.
As with an Incident form, there is also a Resolution Details section where the resolution category and
resolution description details are displayed after the problem has been resolved.
Additionally, as with an Incident form, a Problem Record form includes a History tab that details all
activity that has been performed on the problem record. This is useful in tracking what changes were
made, when they were made, and who made the changes.
The status of a problem record can be Active, Closed, or Resolved. To change the status of a problem
record, you use the Change Status task that is available when editing the problem record. The Reactivate,
Resolve, and Close tasks can also be used when editing a problem record to changes its status.
For more information about managing problems, go to the following website:
Managing Problems
http://go.microsoft.com/fwlink/?LinkID=390280
MCT USE ONLY. STUDENT USE PROHIBITED
10965C: IT Service Management with System Center Service Manager 6-13

Linking Incidents and Change Requests with Problems and Resolving


Incidents with Problem Records
A problem record can include one or more related
incidents that might need to be resolved as part of
resolving a problem record. For this reason,
incidents can be linked to problem records and,
optionally, automatically resolved when the
problem record is resolved.
You can link incidents to a problem record by
using the Create Problem task when you select
one or more incidents from an incident view. You
can use the same method to link incidents to an
already existing problem record by using the Link
Problem task.
You can also manually link incidents to a problem record by using the options on the Related Items tab
when you edit a problem record. You do this by clicking the Add button next to the Work Items section of
the Related Items tab. This opens a Select Object window where you select the Work Item type, such as
Incidents. From the list of returned incidents, you then add the relevant incidents that you want to link
with the problem record. Using this method provides the ability to add other objects as related items,
such as other problems, release records, or change requests.
After resolving a problem record, you can optionally choose to automatically resolve any related
incidents. You do this by editing a resolved problem record and then, on the Resolution tab, you select
the Auto-resolve All Incidents Associated With The Problem option. You also select the resolution
category, such as Application or Hardware, and include a resolution description that will be used to
describe how the problem record was resolved.
After closing the problem record, any associated incidents that were linked to it are automatically
resolved.
When incidents have been automatically resolved by problem records, the resolution details on the
Resolution tab of the incident show that the resolution category for the incident is Auto Resolved By
Problem, and the resolution description that was added to the problem record is also added to the
incidents resolution details. This is useful because you can edit resolved incidents to determine which
problem records were used to resolve them. The History tab in an incident will show the problem record
details, such as the ID and title.

Linking Change Requests to Problem Records


You can also link change requests to problem records. This is useful when you need to use change
management processes to approve, develop, test, and deploy a change in the IT environment that will
resolve a problem. For example, a problem record might be created as a result of a Microsoft Outlook
issue, where all users in an organization that use Outlook 2007 can no longer access their mailbox. After
troubleshooting the problem the solution might be to apply a service pack to the production Microsoft
Exchange Server.
Because there are also a number of users that use Outlook 2010, there is a potential impact that could
affect their use of Outlook by applying the service pack to the Exchange server. For this reason, a change
request is created that is used to manage the life cycle of the change, including approving and testing the
change before it is applied to the production environment.
You can use the Create Change Request task to create a new Change Request with the related Problem
Record. It is also possible to add a change request to a problem record by using the options on the
Related Items tab when editing a problem record. The Add button is used to select objects such as change
MCT USE ONLY. STUDENT USE PROHIBITED
6-14 Managing Incidents and Problems

requests. After the change request has been added, it can also be viewed and edited from the Related
Items tab of a problem record. This is useful because you can view the activities that have been included
in the change request and view which activities have been completed.
You can use the Create Change Request task to create a new Change Request with the related Problem
Record.
For more information about how to link an incident or change request to a problem record, go to the
following website:
How to Link an Incident or Change Request to a Problem Record
http://go.microsoft.com/fwlink/?LinkID=390281

Using Known Errors and Knowledge Articles with Problem Records


During the problem management life cycle, there
are many processes and tasks that are performed
when you troubleshoot and resolve or provide a
workaround for a problem. For example, when you
research a problem, you will perform tasks such as
reproducing the problem in a test environment,
providing root cause analysis of the problem, and
testing possible fixes or workarounds for the
problem.
During this phase of managing a problem, details
are recorded in the problem record that are used
to both track how the problem record is being
managed and provide analysis of the problem.

Active Known Errors


When you edit a problem record, the Resolution tab includes an option named Known Error that can be
enabled. When this option is enabled, the problem record is also made available in the Active Known
Errors view in the Problem Management node of the Work Items pane. Active known errors provide
analysts with information that has been learned about a specific problem, and that information can then
be shared and viewed by other analysts researching similar problems. Although the particular problem
record might not be resolved, it can still be used as an active known error. This might be the case when a
definitive root cause has been identified but not fully tested or when a workaround has been discovered.

Knowledge Articles
Knowledge articles can also be used to help troubleshoot and resolve incidents and problems. You can
create a Knowledge article by using the Create Knowledge Article task from within the Knowledge node
of the Library pane in the Service Manager console. When you create a knowledge article, you add
information relating to the incident or problem that should be made available to all users who have
access to either the Service Manager console or the Self-Service Portal. You can add keywords that can be
used by analysts when searching for help with a particular problem or incident. The Analyst tab can be
used to add additional analyst content, such as steps to fix a problem. You can also import the contents of
a file here, which is useful when you need to import data from a log file for example. The web address of
an external source can also be added to the External Content section, which the analyst can use to
research the problem further. The Internal Content section can be used to provide information relating to
the problem or incident that is pertinent to the organization.