Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Anders Asp (MVP), Andreas Baumgarten (MVP), Steve Beaumont (MVP), Steve Buchanan (MVP), Dieter Gasser

• Publisher: Packt Publishing
• Year: 2017
• Edition: 2
• eBook ISBN:
  9781786467195
• Topic: Computer Science
• Subtopic: System Administration
• Index: Computer Science

Discover over 100 practical recipes to help you master the art of IT service management for your organizationAbout This Book• Unleash the capabilities of Microsoft System Center 2016 Service Manager• Master the skills of configuring, deploying, managing, and troubleshooting your Service Manager 2016• This book contains practical recipes that leverage the key and newly added features and functionalities of Microsoft System Center 2016 Service ManagerWho This Book Is ForThis book will be useful to IT professionals including SCSM administrators who want to configure and administer System Center Service Manager 2016 and understand how to solve specific problems and scenarios that arise. It will also be useful to users of Service Manager 2012 who want to learn about the new features and capabilities of the Service Manager 2016 release. It will be ideal if you have Service Manager experience as well as experience with other System Center products.What You Will Learn• See a practical implementation of the ITSM framework and processes based on ITIL• Deploy and configure the new Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration• Get to know about Incident, Problem, and Change Management processes and configuration• Get to grips with performing advanced personalization in Service Manager• Discover how to set up and use automation with and within Service Manager 2016• Work with Service Manager Data Warehouse• Find out what Security Roles are and how to implement them• Learn how to upgrade from SCSM 2012 R2 to SCSM 2016In DetailSystem Center Service Manager (SCSM) is an integrated platform that offers a simplified data center management experience by implementing best practices such as Incident Management, Service Request, and Change Control to achieve efficient service delivery across your organization.This book provides you with real-world recipes that can be used immediately and will show you how to configure and administer SCSM 2016. You'll also find out how to solve particular problems and scenarios to take this tool further. You'll start with recipes on implementing ITSM frameworks and processes and configuring Service Level Agreements (SLAs). Then, you'll work through deploying and configuring the HTML5 Self-Service Portal, configuring Incident and Problem Management, and designing and configuring Change and Release Management. You'll also learn about security roles and overall Microsoft SCSM 2016 administration.Toward the end of the book, we'll look at advanced topics, such as presenting the wealth of information stored within the Service Manager Data Warehouse, standardizing SCSM deployments, and implementing automation.Style and approachThis book will enlighten you on Microsoft System Center 2016 Service Manager through recipes that can be implemented directly in any enterprise. You can read the book from start to end if you're a beginner, or just open up any chapter and start following the recipes as a reference for advanced users. This book consists of a pool of step-by-step recipes on how to perform activities in Service Manager.

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

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Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Copyright © 2017 Packt Publishing

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

First published: October 2012

Second edition: February 2017

Production reference: 1200217

Published by Packt Publishing Ltd.

Livery Place

35 Livery Street

Birmingham

B3 2PB, UK.

ISBN 978-1-78646-489-7

www.packtpub.com

Credits

Authors Anders Asp (MVP) Andreas Baumgarten (MVP) Steve Beaumont (MVP) Steve Buchanan (MVP) Dieter Gasser	Copy Editor Safis Editing
Reviewers Rafael Delgado Samuel Erskine	Project Coordinator Judie Jose
Acquisition Editor Vinay Argekar	Proofreader Safis Editing
C ontent De velopment Editor Amedh Pohad	Indexer Aishwarya Gangawane
Technical Editor Mohit Hassija	Production Coordinator Aparna Bhagat

Foreword

System Center Service Manager 2016 (SCSM 2016) is the latest revision of the Service Manager product line and Microsoft's full IT Service Management (ITSM) solution.

SCSM 2016 is the seamless connector and interface between the System Center products as well as being the gateway to modern service management in the cloud.

Service Manager helps IT organizations streamline Incident Management, Problem Management, Change Management, Release Management, Request Fulfillment, Self-Service, and reporting.

This release of System Center Service Manager (2016) proves that the product is alive and well. SCSM 2016 will officially be supported by Microsoft through to 2027. The product continues to be implemented worldwide with various configuration scenarios, ranging from traditional ITSM to business-scenario-driven automation and interfacing with multi-vendor cloud platforms.

SCSM 2016's many enhancements include better overall performance, stability of the data warehouse, faster workflows/groups and queues, faster console, improved connectors (AD/SCCM), and the all new HTML5 self-service portal. These enhancements and improvements show the commitment from the Microsoft Service Manager product team to the customer and the product's future.

This new edition of the Service Manager cookbook builds on the simplification of ITSM shared through the internationally bestselling Microsoft System Center 2012 Service Manager Cookbook. The authors (many of them Microsoft MVPs and technology consultants) set out to arm you with everything you need to become a Service Manager Rockstar and provide a rock solid ITSM solution to your organization.

This book is full of valuable insight and experiences from real-world Service Manager implementations. The book is written in the Packt style, which provides the reader with independent task-oriented steps to achieve specific SCSM objectives. The authors recommend that you read the first two chapters as a background for subsequent chapters, if you are new to SCSM and process-oriented software products. The book, however, may be read in your order of interest, but where relevant, the authors refer to dependent recipes in other chapters.

Samuel Erskine

Microsoft MCT and MVP

About the Authors

Anders Asp (MVP) is a Principal Consultant at Lumagate AB with focus on ITSM and automation in the hybrid cloud. He is very active in the community and can regularly be seen speaking at different events, teaching courses, blogging on his blog at www.scsm.se, or answering questions on different forums. For his work in the community, he was awarded the Microsoft MVP award in the Cloud and Datacenter area for the first time in 2012 and has since then been renewed as MVP every year.

Anders has been working with Service Manager since 2009, when the product was still in early beta, and has provided endless feedback to Microsoft and seen the product evolve to what it is today. Besides Service Manager, he is also very fo...

Table of contents

• Microsoft System Center 2016 Service Manager Cookbook - Second Edition