You're reading from Microsoft System Center 2016 Service Manager Cookbook Discover over 100 practical recipes to help you master the art of IT service management for your organization

Product type Paperback

Published in Feb 2017

Publisher Packt

ISBN-13 9781786464897

Length 638 pages

Edition 2nd Edition

Tools

Microsoft System Center Configuration Manager

Concepts

IT Service Management

Authors (5):

Steve Buchanan

Anders Asp

Steve Beaumont

Dieter Gasser

Andreas Baumgarten

+1 more

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Table of Contents (16) Chapters

Preface

1. ITSM and ITIL Frameworks and Processes FREE CHAPTER

2. Personalizing SCSM 2016 Administration

3. Configuring Service Level Agreements (SLAs)

4. Building the Configuration Management Database (CMDB)

5. Deploying Service Request Fulfilment

6. Deploying and Configuring the HTML5 Self-Service Portal

7. Working with Incident and Problem Management

8. Designing and Configuring Change Management and Release Management

9. Implementing Security Roles

10. Working with the Data Warehouse and Reporting

11. Extending SCSM with Advanced Personalization

12. Automating Service Manager 2016

13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2

A. Community Extensions and Third-Party Commercial SCSM Solutions

B. Useful Websites and Community Resources

Introduction

Service Manager uses management pack files that contain definitions for the various features in the product. The features available in Service Manager as well as the behavior of the product can be customized by modifying or adding management packs. Chapter 2, Personalizing SCSM 2016 Administration, walked you through the basic concepts of management packs and here we will look even deeper into the subject.

Basically, there are three methods that you can use to customize Service Manager. While all the three methods result in changes to a management pack file, they differ in scope and in the complexity of the customization that they provide:

Using the Service Manager console
Using the Service Manager Authoring Tool
Directly editing the Management Pack XML

The most basic and common settings as well as customizations can be performed by using the Service Manager console. Most of this can be configured in the Administration and Library workspace, but other things can be configured in...