Microsoft system center 2012 service manager cookbook / Samuel Erskine ... [et. al].

Format:

Book

Author/Creator:

Erskine, Samuel.

Language:

English

Subjects (All):

Microsoft System center configuration manager.

Computer networks--Management.

Computer networks.

Physical Description:

1 online resource (474 p.)

Edition:

1st edition

Place of Publication:

Birmingham, [Eng.] : Packt Publishing, 2012.

Language Note:

English

System Details:

text file

Summary:

This book is written in practical cookbook style and it offers learning through vivid examples and. Each chapter contains step-by-step instructions about everything necessary to execute a particular task. The book is designed so that you can read it from start to end for beginners or just open up any chapter and start following the recipes as a reference for advanced users,This book will be useful to IT professionals including System Center Service Manager administrators who want to configure and administer System Center Service Manager 2012 and understand how to solve specific problems and

Contents:

Cover; Copyright; Credits; About the Authors; About the Reviewers; www.PacktPub.com; Table of Contents; Preface; Chapter 1: ITSM Frameworks and Processes; Introduction; Understanding ITSM frameworks; ITIL© processes; Creating an Asset Management process; Creating a Configuration Management System (CMS) process; Creating a Service Request Fulfillment process; Creating an Incident and Problem Management process; Creating a Change and Release Management process; Creating an IT Service Desk process; Service Level Management process; Chapter 2: Personalizing SCSM 2012 Administration; Introduction

Configuring how long to keep your SCSM dataConfiguring the Incident Management global settings; Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings; Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident; Configuring Priority and Urgency for your SLA targets; Configuring global e-mail notification infrastructure settings; Creating Management Packs in the Authoring tool to save your SCSM personalization; Creating formatted e-mail notification templates; Creating a basic queue

Chapter 3: Configuring Service Level Agreements (SLAs)Introduction; Creating Priority Queues; Configuring business hours and non-working days; Creating SLA metrics; Creating Service Level Objectives; Creating Incident Management SLAs; Creating Service Request SLAs; Viewing SLA warning and breaches; Creating notifications for SLA warning and breaches; Creating repeated notifications before SLA breaches with escalation; Chapter 4: Building the Configuration Management Database (CMDB); Introduction; Adding configuration items manually; Importing active directory configuration items

Importing Configuration Manager configuration items Importing Operations Manager configuration items; Importing Virtual Machine Manager configuration items; Importing Orchestrator runbooks; Using a CSV file to import items into the CMDB; Creating a business service; Personalizing and organizing configuration item views; Creating a configuration item group; Chapter 5: Deploying Service Request Fulfillment; Introduction; Creating Support Groups for Service Requests; Creating Service Request templates; Creating Service Request activities; Creating Service Offering categories

Creating Service Catalog Request offerings Creating Service Catalog Service offerings; Publishing Service offerings and Request offerings; Working with Service Requests in the portal; Creating Service Request notifications; Chapter 6: Working with Incident and Problem Management; Introduction; Configuring Incident and Problem lists; Creating an Incident template; Adding a task to the Incident form; Creating a workflow to notify the affected user upon the creation of an Incident; Creating a view to display the Problem Records created in the last 30 days; Configuring the Global Operators Group

Downloading, installing, and configuring the Exchange Connector

Notes:

Includes index.

ISBN:

9781283739092

1283739097

9781849686952

1849686955

OCLC:

818818870