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Microsoft System Center 2016 Service Manager Cookbook
Microsoft System Center 2016 Service Manager Cookbook

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

Introduction

System Center 2016 Service Manager (SCSM) is built on the principles of the Information Technology Infrastructure Library (ITIL©) and the operational principles of the Microsoft Operations Framework (MOF). This chapter discusses the operational execution of these principles in real-world implementations.

There are various books and online resources available to you on ITIL© and MOF. The authors recommend you review and research the principles of ITIL© and MOF in the areas in the scope of your SCSM implementation.

The goal of creating processes, regardless of the framework, is to move your organization or teams from using individual flexible approaches to using an agreed uniform policy-driven best practice approach to meet your objectives. This approach is usually described as process maturity.

ITIL© is commonly described as an industry-recognized process framework. MOF is the Microsoft standard for the execution of the processes typically using (but not limited to) Microsoft products.

Understanding ITSM frameworks

This recipe provides a summary analysis of the IT Service Management (ITSM) frameworks in general and what they mean to each organization.

Getting ready

A general understanding of the objectives of standards and frameworks is required for this recipe.

How to do it...

Plan to invest in one or more of the following:

  • Buy this book
  • Research the subject of frameworks using your preferred method of learning
  • Attend an accredited training course in the subject
  • Adopt and adapt frameworks to your specific organization needs, strategies, and capabilities

How it works...

IT Service Management is a broad term used to describe a process-focused approach to IT management. The goal for most organizations is to implement a service-focused approach to delivering IT dependent services to the end customer.

The industry standard approach for achieving the ITSM objective is to use best-in-class standards as a guide. Examples of common industry frameworks include, but are not limited to, the following:

  • Information Technology Infrastructure Library (ITIL©)
  • Microsoft Operations Framework (MOF)
  • Core Practices

Frameworks are guides and can be compared to the rules of a game (for example, soccer). In a game, the rules provide a consistent approach but do not limit the individual or team strategy. Another critical factor is individual creativity, which, when championed, often leads to a strategic advantage.

ITSM frameworks work best for organizations when the adoption is personalized to the organizations specific strategies and internal capabilities.

ITIL© processes

This recipe provides a summary discussion of the current ITIL© V3 processes.

Getting ready

The authors recommend that you read the Understanding ITSM frameworks recipe.

How to do it...

Plan to do one or more of the following:

  • Attend one or more ITIL© training courses in the recommended order
  • Invest in the ITIL© official book(s) and complementary books
  • Use the vast free resources on the Internet
  • Implement and improve your organizational ITSM processes using the ITIL© knowledge as a guide
  • Review and update your processes in line with organization strategies and capabilities

How it works...

ITIL© processes take a repeatable cyclic approach to ITSM organization underpinned by continual service improvements. The ITIL© goals are aimed at ensuring the following for the organization:

  • Plans for services
  • Catalogues and tracks IT services
  • Introduces new services with minimal risks
  • Manages and operates active services consistently
  • Performs maintenance and updates to existing services with minimum risk and maximum value to the business
  • Continually monitors and improves the services delivered to the business

The official phases of ITIL© are as follows:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

SCSM is a technology capability enabler of a subset of the ITIL© processes. It is important to follow the principle of People, Processes, and Products. SCSM is a product that complements your organizations agreed processes and needs people to implement, manage, and continually improve the overall IT service strategy.

ITIL© implementation is not mandatory for SCSM deployment, but an understanding of ITIL© is recommended.

See also

Appendix B, Useful Websites and Community Resources provides a list of useful websites for ITIL© and is highly recommended by the authors.

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:

;

How to do it...

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

  1. Agree and document the organization's asset management policy.
  2. Document the operational process to support the asset management policy.
  3. 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
  4. 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
  5. 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)
  6. 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.

See also

See the Using the SCSM Authoring Tool and Extending Service Manager classes recipes in Chapter 11, Extending SCSM with Advanced Personalization, for advanced recipes on management pack authoring.

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:

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

    How to do it...

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.

See also

  • The Importing Active Directory configuration items recipe in Chapter 4, Building the Configuration Management Database (CMDB)
  • The Importing Configuration Manager configuration items recipe in Chapter 4, Building the Configuration Management Database (CMDB)
  • The Importing Operations Manager configuration items recipe in Chapter 4, Building the Configuration Management Database (CMDB)

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:

  1. Agree and document the organization Service Request Fulfillment policy.
  2. Document the operational process to support the Service Request Fulfillment policy.
  3. Create and assign people roles to manage the process.
  4. Create a service catalog of the organization services available to the end customers.
  5. Sort the services by categories. Here are two examples of category types:
    • Approval required services
    • Non-approval required services (standard services)
  6. 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
  7. Publish the list of services and provide guidance on how to order services, including approval processes and costs.
  8. Provide training and guidance to the support teams responsible for Service Request Fulfillment.
  9. 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 to do it...

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.

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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

Description

Keep your organization up to speed with the Microsoft System Center 2016 Service Manager Cookbook. Over 100 practical recipes for SCSM 2016 give you all the tools to master IT service management.

Who is this book for?

IT professionals and SCSM administrators who want to configure, administer and troubleshoot Service Manager 2016 Service Manager 2012 users who want to learn about new features and capabilities of SCSM 2016 Anyone with experience in Service Manager or other System Center products

What you will learn

  • YouÂ?ll learn all about configuring, deploying, managing and troubleshooting SCSM 2016. This book gives you everything you need to unleash the capabilities of Microsoft System Center 2016 Service Manager.
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Table of Contents

15 Chapters
1. ITSM and ITIL Frameworks and Processes Chevron down icon Chevron up icon
2. Personalizing SCSM 2016 Administration Chevron down icon Chevron up icon
3. Configuring Service Level Agreements (SLAs) Chevron down icon Chevron up icon
4. Building the Configuration Management Database (CMDB) Chevron down icon Chevron up icon
5. Deploying Service Request Fulfilment Chevron down icon Chevron up icon
6. Deploying and Configuring the HTML5 Self-Service Portal Chevron down icon Chevron up icon
7. Working with Incident and Problem Management Chevron down icon Chevron up icon
8. Designing and Configuring Change Management and Release Management Chevron down icon Chevron up icon
9. Implementing Security Roles Chevron down icon Chevron up icon
10. Working with the Data Warehouse and Reporting Chevron down icon Chevron up icon
11. Extending SCSM with Advanced Personalization Chevron down icon Chevron up icon
12. Automating Service Manager 2016 Chevron down icon Chevron up icon
13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2 Chevron down icon Chevron up icon
A. Community Extensions and Third-Party Commercial SCSM Solutions Chevron down icon Chevron up icon
B. Useful Websites and Community Resources Chevron down icon Chevron up icon

Customer reviews

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claus-gerhard prauss Feb 09, 2018
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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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Good informational book
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Kemal Miller May 14, 2022
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I thought I was getting a book that had step-by-step configuration steps. This book does not. It is a high level overview only.
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