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 , Second Edition

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Microsoft System Center 2016 Service Manager Cookbook

Chapter 1. ITSM and ITIL Frameworks and Processes

This chapter aims to provide a background into the creation of processes aligned with ITIL and Microsoft Operations Framework (MOF) principles and explains some of the key areas and how they relate to Service Manager; specifically, we will cover the following areas:

Understanding ITSM frameworks
ITIL© processes
Creating an Asset Management process
Creating a Configuration Management System (CMS) process
Creating a Service Request Fulfilment process
Creating an Incident and Problem Management process
Creating a Change and Release Management process
Creating an IT Service Desk
The Service Level Management process
Dependencies and relationships between ITSM processes

Creating an Asset Management process

This recipe will provide steps for creating a sample Asset Management process.

Getting ready

For this recipe, the authors recommend you read up on the difference between asset inventory and asset management as an organizational process.

How to do it...

Asset Management is a life cycle process, which tracks an IT asset with its associated financial data from when the asset is requested to when the asset is retired, as shown in the following figure:

;

An example of the steps for creating an Asset Management process is as follows:

Agree and document the organization's asset management policy.
Document the operational process to support the asset management policy.
Create and assign people roles to manage the process. At a minimum, you should plan to include the following:
- Hardware Asset Managers
- Hardware Asset Inventory agents
- Software Asset Managers
- Software Asset Inventory agents
Identify and agree on an asset register management system. An asset register in its basic form is a manual process. In advanced scenarios, you may be able to automate this process with a tool such as a bar-code scanner. It should capture the following:
- Capture the IT asset type
- Capture financial information
- Align the IT asset to its financial data
- Capture the input to a Configuration Management system (CMS)
- Continually aligned to the CMS
Implement Asset Management in SCSM using one of the following methods:
- Manually extend the Configuration Items (CI) class to include financial data for assets
- Purchase an asset management solution for SCSM (for example, Provance IT Asset Management Pack for SCSM or Cireson Asset Management)
Continually review the policy and operational process. The goal of this step is to improve the process and ensure compliance.

How it works...

Asset Management begins and ends with people and ultimately can cost or add value to a business. A non-IT related analogy is the lessons from retail stock takes, which typically happen annually. The stock take is the best opportunity for a retail shop to get the most accurate figure for its profit or loss on stock. Two forms of lost revenues are as follows:

Damaged goods
Missing goods

IT asset management is the stock take required for all your technological assets, and its resultant analysis for intelligent decision making to provide factual compliance measurements. The IT equivalent of the stock take process is referred to as audits for software and hardware. SCSM with partner extensions or in-house authoring provides 80 % of the Asset Management for the organization. People and process critically account for the high value of 20 percent.

There's more...

There are various tools (products) labeled as Asset Management tools. The true Asset Management tools should have the capability of tracking assets from order to decommissioning, and in some cases, recommissioning.

Asset Management is an end-to-end process, and the tools are enablers of successful implementation. Successful Asset Management organization programs recognize the full life cycle management of assets.

Creating a Configuration Management System (CMS) process

This recipe provides steps for creating a Configuration Management System process.

Getting ready

This recipe is focused on a Configuration Management System (CMS) process using SCSM. The CMS process differs from a Configuration Management Database (CMDB). A CMS combines one or more CMDBs. SCSM implements a CMS within its CMDB by merging data from multiple CMDBs including the following:

Active directory (AD)
System Center Configuration Manager (ConfigMgr)
System Center Operations Manager (OpsMgr)

This recipe is focused on how you create a CMS process with SCSM using AD, ConfigMgr, and OpsMgr.

How to do it...

An example of the steps for creating a CMS process is as follows:

Plan to agree and document the organization configuration management policy.
Document the operational process to support the configuration management policy.
Create and assign people roles to manage the process.
Install and configure the CMDB systems in scope (in this example, AD, ConfigMgr, and OpsMgr).
Add the AD capable assets to the AD CMDB.
Discover the AD joined assets with ConfigMgr and deploy the ConfigMgr agent.
Discover the AD joined assets with OpsMgr and deploy the OpsMgr agent.
Configure the AD connector for SCSM and synchronize the data from AD with SCSM.
Configure the ConfigMgr connector and synchronize the data from ConfigMgr with SCSM.
Configure the OpsMgr connector and synchronize the data from OpsMgr with SCSM.
The CMS example structure is shown in the following figure:

How it works...

SCSM addresses the technology requirements of a CMS process by providing a simplified and consistent framework for connecting multiple CMDBs. In the example, the three CMDBs provide information, which SCSM merges to provide a single view of the asset. Using a database server as our asset, here's an example:

AD provides the computer details and information registered in the AD CMDB
ConfigMgr provides information on the hardware and software of the asset (for example, 64-bit operating system with Microsoft SQL Server 2014)
OpsMgr provides information on what databases are installed on the computer

SCSM presents a consolidated view of this information to the analyst and is dynamically refreshed by the owner of the data.

SCSM builds the ITIL© process on its CMDB, which is a dynamic CMS. The CMS approach ensures that the data accuracy and management is performed at the source (AD, ConfigMgr, OpsMgr, or another supported connector). This approach removes the risk of data inconsistency typical of other systems where the IT Service Management (ITSM) tool does not automatically synchronize with CMDBs in scope.

Creating a Service Request Fulfilment process

This recipe provides guidance on creating an organization Service Request Fulfillment process.

Getting ready

Service Request Fulfillment is typically a process put in place to support a proactive approach to providing services to customers.

How to do it...

An example of the steps for creating a Service Request Fulfillment process is as follows:

Agree and document the organization Service Request Fulfillment policy.
Document the operational process to support the Service Request Fulfillment policy.
Create and assign people roles to manage the process.
Create a service catalog of the organization services available to the end customers.
Sort the services by categories. Here are two examples of category types:
- Approval required services
- Non-approval required services (standard services)
Agree and establish the organization-supported channels for requesting services. Examples of channels include the following:
- Phone calls into the service desk
- E-mail
- Self-service Web Portal
Publish the list of services and provide guidance on how to order services, including approval processes and costs.
Provide training and guidance to the support teams responsible for Service Request Fulfillment.
Plan to review the process and improve the service based on customer feedback and technological advances. An example of a Service Request Fulfillment process structure is shown in the following figure:

How it works...

A Service Request Fulfillment process aims to address the proactive goals of ITSM. Some of the common objectives when establishing this process are as follows:

Provide predictable services at a known cost.
Engage customers by using predictable published channels of service delivery.
Improve the change management processes. A repeatable change request with a low risk known outcome may qualify for a published Service Request with a simpler approval process.
Provide visibility and proactive management of services in the service catalog.

Service Requests are typically requests for services that do not require change management, but may or may not require approval. As an example, we can have a process for requesting access to a special printer or a request for premium software.

Key benefits

Recipes for essential new features and functionalities of Microsoft System Center 2016 Service Manager

Practical implementation of the ITSM framework and processes based on ITIL

Deployment of Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration

Incident, Problem and Change Management processes and configuration

Advanced personalization in Service Manager

Setup and use of automation with and within Service Manager 2016

Working with Service Manager Data Warehouse

Security Roles and how to implement them

Upgrading from SCSM 2012 R2 to SCSM 2016

What do you get with Print?

Instant access to your digital copy whilst your Print order is Shipped

Paperback book shipped to your preferred address

Redeem a companion digital copy on all Print orders

Access this title in our online reader with advanced features

DRM FREE - Read whenever, wherever and however you want

Frequently bought together

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Microsoft System Center Configuration Manager Cookbook

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Microsoft System Center 2016 Service Manager Cookbook

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Total $ 197.97

claus-gerhard prauss Feb 09, 2018

Mit diesem Buch kann sich jeder Interessierte Servicemanager zu diesem Thema mit dem Produkt SCSM ideal einarbeiten.Von der Theorie bis zur Handhabung ideal.

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