System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.   A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.   This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions.   • Understand Service Manager’s architecture and components • Discover how Service Manager supports ITIL and MOF processes • Accurately scope and specify your implementation to reflect organizational needs • Plan to provide redundancy, ensure scalability, and support virtualization • Design, deploy, and maintain Service Manager with security in mind • Use Service Manager’s consoles and portals to provide the right resources to each user • Create complete service maps with Service Manager’s business services • Fully automate incident management and ticketing • Implement best processes for identifying and addressing root causes of problems • Systematically manage the life cycle of changes • Use Service Manager to strengthen governance, risk management, and compliance • Customize Service Manager’s data layer, workflows, and presentation layer • Use management packs to simplify service desk customization • Make the most of Service Manager’s reporting and dashboards  

Table of Contents:
Foreword     xiv Introduction     1   PART I:  SERVICE MANAGER OVERVIEW AND CONCEPTS   Chapter 1  Service Management Basics     5 Ten Reasons to Use Service Manager     6 The Problem with Today’s Systems     7 Service Management Defined     13 Evolution of the CMDB     14 Strategies for Service Management     15 Overview of Microsoft System Center     30 The Value Proposition of Service Manager 2010     35 Summary     36 ] Chapter 2  Service Manager 2010 Overview     37 The History of Service Manager     38 Introducing Service Manager 2010     39 Technology and Terminology     40 Tools and Utilities     47 Overview of SP 1     52 Summary     53   Chapter 3  MOF, ITIL, and Service Manager     55 Introduction to MOF and ITIL     56 Incident Management     67 Problem Management     72 Change Management     77 Configuration Management     83 Summary     87   Chapter 4  Looking Inside Service Manager     89 Architectural Overview     90 Management Group Defined     92 Server Components     93 Windows Services     99 Connectors     101 Modeling and Management Pack Schema     102 Workflow     106 Service Manager Console     108 PowerShell     110 Communications     118 Summary     120   PART II:  PLANNING AND INSTALLATION   Chapter 5  Designing Service Manager     123 Envisioning Service Manager     124 Planning Service Manager     131 Summary     158   Chapter 6  Planning Complex Configurations     159 Planning for High Availability     159 Service Manager and Virtualization     169 Performance and Capacity Planning     173 SQL Server Complex Planning     180 Summary     184   Chapter 7  Installing Service Manager     185 Planning Your Installation     185 Installation Prerequisites     186 Order of Installation     188 Single Service Manager Server Deployment     192 Multiple Service Manager Server Deployments     192 Installing Service Manager from the Command Prompt     222 Removing a Service Manager Installation     223 Troubleshooting Tips     224 Post-Deployment Steps     225 Summary     234   PART III:  SERVICE MANAGER OPERATIONS   Chapter 8  Using Service Manager    237 The Service Manager Console     238 Managing Service Manager with the Service Manager Console     241 About the Service Manager PowerShell Console     271 Using the Self-Service Portal     271 About the Analyst Portal     275 About the Authoring Tool     276 Summary     276   Chapter 9  Business Services     277 Introducing Service Manager Business Services     278 Using Operations Manager with Business Services     282 Creating a Business Service     287 Non-Operations Manager Components     295 Updating a Business Service     298 Mapping Operations Manager Incidents to a Business Service Automatically     301 Summary     304   Chapter 10  Incident Management     305 Understanding the Incident Process     305 Incident Management in Service Manager     307 Incident Management Process Activities     311 Configuring Incident Management     319 Incident Management Automation     342 Summary     354   Chapter 11  Problem Management     355 Understanding the Problem Process     356 Problem Management in Service Manager     358 Problem Management Process Activities     361 Configuring Problem Management     371 Problem Management Automation     379 Summary     379   Chapter 12  Change Management     381 Understanding the Change Management Process     382 Change Management in Service Manager     384 Change Management Process Activities     388 Configuring Change Management     402 Change Management Automation     411 Summary     424   Chapter 13  IT Management: Governance, Risk Management, and Compliance     425 Understanding Governance, Risk, and the Compliance Process     425 MOF 4.0 and the GRC Process     428 Service Manager 2010 SP 1 and the GRC Process     429 Installing the IT GRC Process MP     432 Configuring the IT GRC Process MP     436 Using the IT GRC Process MP     443 Summary     446   PART IV:  ADMINISTERING SERVICE MANAGER   Chapter 14  Notification     451 Notification Overview     451 Notification Setup     452 Workflows with Notification     465 Notification for Review Activities     470 Summary     473   Chapter 15  Service Manager Security     475 Role-Based Security     476 Data Warehouse and Reporting Security     504 Advanced User Role Scenarios     506 Run As Accounts     508 Security Best Practices     513 Summary     515   PART V:  BEYOND SERVICE MANAGER   Chapter 16  Planning Your Customization     519 What You Can Customize     520 Management Packs     523 Data Modeling     525 Presenting Data     532 Workflows     541 Scoping     544 General Considerations     548 Summarizing Required Knowledge     548 Summary     550   Chapter 17  Management Packs     551 Purpose of Management Packs     551 Sealed and Unsealed MPs     553 Differences Between Management Pack Schema Version 1.0 and 1.1     555 Management Pack Schema     557 MP Bundles     563 MP Deployment     563 Summary     565   Chapter 18  Customizing Service Manager    567 Customizing the Console     567 Creating Data Models     580 Creating Workflows     596 Customizing Forms     604 Sealing Using the Service Manager Authoring Tool     611 Web Portals     612 Summary     612   Chapter 19  Advanced Customization Scenarios     613 Custom Data Models     613 Customizing Column Display Names     620 Custom Views     624 Console Tasks Using PowerShell     628 Automating an IT Process     631 Creating Console Forms Using Visual Studio     637 Other Scenarios     641 Summary     642   Chapter 20  Reports, Dashboards, and Data Analysis     643 Reporting     643 Dashboards     654 Business Intelligence     656 Customizing the Data Warehouse and Reporting     661 Summary     663   PART VI:  APPENDIXES   Appendix A  Reference URLs     667 Appendix B  Available Online     679 Index     681