50217A-ENU StudentManual

Intelligent Training De
Colombia
Course 50217a
Planning, Deploying and Managing
Microsoft® System Center
Service Manager 2010
Student Manual
Copyright©2010 Microsoft Corporation 1
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Table of Contents
Contents
Course Introduction ...................................................................................................................................... 7
What will you learn in this course? ....................................................................................................... 8
Overview ................................................................................................................................................. 14
IT Service Lifecycle .................................................................................................................................. 18
Manage Layer.......................................................................................................................................... 24
Goals of the Manage Layer ................................................................................................................. 24
Team SMF ........................................................................................................................................... 26
Change and Configuration Management................................................................................................ 28
Module 2: Change Management ................................................................................................................ 29
Change manager Screenshots:................................................................................................................ 36
Change Management Policy and Process Exercises ............................................................................... 39
Module 3: Configuration Management ...................................................................................................... 44
Service Map............................................................................................................................................. 46
Configurations Management Screenshots.............................................................................................. 47
Module 4: Service Desk ............................................................................................................................... 49
Module 5: Incident Management ............................................................................................................... 54
Service Manager Incident Screenshots: .................................................................................................. 58
Incident Management Policy and Process Exercises .............................................................................. 60
Module 6: Problem Management............................................................................................................... 66
Service Manager Problem Management Screenshots............................................................................ 71
Problem Management Policy and Process Exercises .................................................................................. 74
Module 7: Reviews and Reports ................................................................................................................. 75
MOF Management Reviews .................................................................................................................... 75
Day 1 Ramp Up............................................................................................................................................ 79
Policy and Process Exercises ....................................................................................................................... 81
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Module 8: Organizational Analysis ............................................................................................................. 82

Goals of the TEAM SMF .......................................................................................................................... 82
Out of Box User Roles in Service Manager ............................................................................................. 90
Organization Analysis Exercises .............................................................................................................. 91
Class Discussion....................................................................................................................................... 94
Review Questions.................................................................................................................................... 95
Module 9: Planning and Architecture Design ............................................................................................. 96
IT-Processes that will be used in connection with SCSM........................................................................ 96
Understanding the Requirements for System Center Products ............................................................. 98
Reporting and Data Warehouse ............................................................................................................. 99
Service Manager Components .............................................................................................................. 101
Service Manager 2010 Architecture ..................................................................................................... 105
Workflow Engine ................................................................................................................................... 107
Service Manager Scalability .................................................................................................................. 111
Scalability: Data Warehouse ............................................................................................................. 112
Service Manager Hardware Requirements ....................................................................................... 114
Service Manager Hardware - Solution Scenarios .............................................................................. 116
Service Manager Hardware - Solution Scenarios .................................................................................. 118
Hardware example ................................................................................................................................ 118
Module 10: Deploying Service Manager ................................................................................................... 119
Software Requirements ........................................................................................................................ 124
Servcie Manager Databases .................................................................................................................. 125
Port Assignments for Service Manager ................................................................................................. 126
Prepare for Service Manager Deployment ........................................................................................... 127
Localization ........................................................................................................................................... 130
High Availability .................................................................................................................................... 131
SQL Best Practices ................................................................................................................................. 133
Deploying Service Manager Review Questions .................................................................................... 134
Module 11: Configuration Management and Connectors ........................................................................ 135
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Configuration Management.................................................................................................................. 135

Service Manager Data Management .................................................................................................... 137
Configuration Item Management ......................................................................................................... 137
CI Properties and Relationships ............................................................................................................ 138
Deleting CIs ........................................................................................................................................... 139
CI History ............................................................................................................................................... 139
Grooming and Data Retention .............................................................................................................. 141
Connectors - Service Maps ................................................................................................................... 142
Active Directory Integration.................................................................................................................. 144
Integration with System Center Configuration Manager ..................................................................... 146
Create Incidents from DCM .................................................................................................................. 149
Filters in Configuration Manager connector ..................................................................................... 150
Connector Integration with System Center Operations Manager ........................................................ 151
Connector Integration with Opalis........................................................................................................ 154
Configuration Management & Connectors Review Questions ............................................................. 157
Module 12: Management Packs ............................................................................................................... 158
Service Manager MPs ........................................................................................................................... 163
Incident Management Pack .................................................................................................................. 167
Problem Management Pack .................................................................................................................. 173
Change Management Pack ................................................................................................................... 177
Knowledge Management Pack ................................................................................................................. 184
Service Manager Management Packs Review Questions ..................................................................... 186
Module 13: User Roles and Functions ...................................................................................................... 187
Run As Accounts.................................................................................................................................... 191
Service Manager User Roles Review Questions.................................................................................... 193
Module 14: Using System Center Service Manager.................................................................................. 194
Problem Mapping to Service Manager ................................................................................................. 198
Change Mapping to Service Manager ................................................................................................... 198
Service Manager Incident Implementation Activities........................................................................... 202
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Service Manager Change Implementation Activities ............................................................................ 204

Service Manager Using the Product Review Questions ........................................................................ 206
Module 15: Data Warehouse and Reporting ............................................................................................ 207
About Managing the Data Warehouse ................................................................................................. 208
Anatomy of Extract, Transform, Load (ETL) .......................................................................................... 214
Reporting .............................................................................................................................................. 216
Reporting Types: ................................................................................................................................... 217
Export report data ................................................................................................................................ 219
Out of the box reports .......................................................................................................................... 219
Service Manager Dashboard ................................................................................................................. 220
Service Manager Data Warehouse & Reporting Review Questions ..................................................... 221
Module 16: Self-Service Portal.................................................................................................................. 222
Self-Service Architecture....................................................................................................................... 223
Service Account..................................................................................................................................... 224
Portal Internals...................................................................................................................................... 225
End-user Portal ..................................................................................................................................... 226
Self Service Portal – Analyst .................................................................................................................. 228
Service Manager Self Service Portal Review Questions ........................................................................ 230
Module 17: Maintenance.......................................................................................................................... 231
Operations Review Meeting ................................................................................................................. 233
Maintenance ......................................................................................................................................... 233
IT Announcements ................................................................................................................................ 234
Notifications .......................................................................................................................................... 236
Service Manager Maintenance Review Questions ............................................................................... 238
Module 18: Extending Service Manager ................................................................................................... 239
Authoring Console ................................................................................................................................ 239
Extending Classes .................................................................................................................................. 242
Authoring Forms ................................................................................................................................... 242
Workflow............................................................................................................................................... 244
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Service Manager Extension Review Questions ..................................................................................... 246

Module 19: Troubleshooting Service Manager ........................................................................................ 247
Troubleshooting Installation ................................................................................................................. 247
Troubleshooting Service Manager Server & Console ........................................................................... 248
Troubleshooting Service Manager Data Warehousing & Reporting .................................................... 248
Troubleshooting Connectors ................................................................................................................ 249
Troubleshooting the Self-Service Portal ............................................................................................... 251
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Course Introduction
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What will you learn in this course?

This course is a dynamic, 4-day training course from the System Center Technical
Readiness team which brings together the high level understanding of ITIL/MOF and
the core operation processes from Microsoft’s System Center Suite Service Manager.
The course has been specifically designed for Technical Consultants to give them the
skills and understanding they need to successfully implement the System Center
Service Manager for customers and end users. The course consists of an introduction
to supporting processes, and a series of instructor led, hands on labs (HOL), which
guide the student through the steps required to both successfully configure and use
System Center Service Manager (SCSM)
Day 1
1. Introduction of Instructors and Students (30 mins)
2. ITIL/MOF Overview (1.5 hrs)
1. Why people and processes matter
2. IT Service Lifecycle
3. Manage Layer
4. Change-, and Config. Management
3. Change Management (60 min)
4. Configuration Management (30 min)
5. Service Desk (30 min)
6. Incident Management (30 min)
7. Problem Management (30 min)
8. Reviews and Reports (15 min)
Day 2
Module 8: Organizational Analysis
Module 9: Planning and Architecture Design
Module 10: Deploying Service Manager

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Module 11: Configuration Management and Connectors
Day 3
Module 12: Service Manager Management Packs
Module 13: User Roles and Functions
Module 14: Operating and Using Service Manager 2010
Module 15: Data Warehousing and Reporting
Day 4
Module 16: Self-Service Portal
Module 17: Maintaining Service Manager
Module 18: Extending Service Manager
Module 19: Troubleshooting Service Manager
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Contoso, Ltd. Scenario

Contoso, Ltd. is a factory that produces windmills.
Background
To maintain its leading position in the development of windmill technology and production methods,
Contoso relies on high know-how:
R&D: Contoso has a large R&D department
Production :
15 production facilities in 3 continents
Over 3500 employees where the majority works in production
Contoso has two Data Centers:
Main Data Center in Atlanta
Other Data Center outside Stockholm in Sweden
IT Background
Contoso has over 150 employees in its IT Department.
The IT department is run by Jeff Ford and covers the following areas:
Responsibility for “most IT equipment” and IT network only
No responsibility for backup of server infrastructure or mobile phones.
Poor relationship between R&D and rest of IT
Cause: High demand to IT and releasing IT without sufficient testing; lack of IT

knowledge and user training
Defense: Need short time to market to meet business need

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IT Services
R&D Print Division (Prints design charts for the production of blades. Without these no
production can take place)
HR payroll (Handles payroll and staff information)
Messaging Service (Sends e-mail and live chat. This is used to communicate with other locations)
ERP System (Does accounting and controls orders and supply)
Systems Management
Monitoring tool is in place and operating on most servers
Software Distribution system in place and running on all Desktops and Servers
Backup System in place which is outsourced to another company
Anti-Virus is in place on all servers and workstations
There are strict Security policies maintained by the IT Department
ITIL / MOF Processes
There are no official IT-Processes in work, but some of them have been defined to some extent
ERP office is running some sort of Change Management, but is not aligned with the rest of IT
There is a Help Desk running out of Stockholm SE and Atlanta, US: Centralised: Hours: 0800-
1800
Larger sites have one or two help runners
There is currently no ”follow the sun” IT-support, but the demand is starting to come from the
business on various IT-Services to have 24-7 support
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Contoso Scenario Personas
The following fictitious personas are used through the workshop
Name Face Title Responsibilities

Rob Windows  Deploys and maintains 100+ Windows servers
Young Server and applications
Admin  Helpdesk Support staff escalate all server issues
to Al
 For unhandled issues Al escalates to the
Enterprise Systems Administrator
Judy Lew Middle  Organizes marketing campaigns and creates
Manager presentations for senior management
(End User)  Works with vendors to discuss contract terms &
expectations
 Collects product requirements information
from customers via phone.
Anders IT  Responds to calls concerning network, desktop,
Riis Implement and application problems
er  Addresses logon problems, password resets,
and most issues with desktop applications
 Typically, handles 50+ calls each day
Jeff Ford IT  Technical decision maker
Manager  Manages the IT staff responsible for infra-
structure, desktop & server deployment,
&server administration & operations.
 Concerned with driving down IT costs
 Evaluates technology solutions impact on core
business and IT resources
Neil Help Desk  Responds to calls concerning network, desktop,
Black Support and application problems
 Addresses logon problems, password resets,
and most issues with desktop applications
 Typically, handles 50+ calls each day
Patrick Service  Manages and authors the creation of

Hines Desk Lead documentation, knowledge articles, SOPs and
escalation templates
 Audits analysts’ tickets, calls, and chat sessions
 Backup phone or chat support
 Team SME
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Karen Service  Manages tier 1 and/or 2 call/chat techs & leads.

Toh Desk  Throttles volume btw support
Manager centers/clusters/agents
 Reviews all quality metrics
 Creates alert communications to end users
 Works tightly with business units, product
teams and IT operations to ensure customer
service levels.
Scenarios through the Workshop
All scenarios are fictitious.
If not all needed information is available in the scenario, it’s ok to make assumptions.
Please keep the IT-process in mind when doing the exercises.
Please remember to use the guides in the appendix when doing the exercises as a lot of help can
be found in these.
Please also discuss how your organization would benefit from these after discussing the Contoso
scenario.
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Module 1: ITIL/MOF Overview
Overview
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ITIL philosophy adopts a process driven approach that is scalable. It considers Service Management to
consist of related and integrated processes aligned to business processes.
MOF (Microsoft Operations Framework) organizes and describes all of the activities and processes
involved in creating, managing, and supporting an IT service.
MOF gives you practical guidance providing comprehensive guidelines for achieving reliability for IT
solutions and services.
MOF uses question-based guidance to help you:
Determine what your organization needs now

Keep your IT organization running efficiently and effectively in the future
Keeps your IT organization aligned with your Business needs
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Organizations must recognize that people, process, and technology are all interdependent facets
of all IT services.
As noted by Gartner above, 80% of operational problems can often be attributed to people and
process issues. Only a portion of the remaining 20% is actually technology related – some being
external disasters.
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The technology in any solution is only the tip of the ice berg.
This can make a reference back to the operations problems described in earlier slide
MOF accomplishes these goals by providing a proactive model that defines processes and standard
procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making
and communication and to the planning, deployment, and support of IT services.
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IT Service Lifecycle
MOF accomplishes these goals by providing a proactive model that defines processes and standard
procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making
and communication and to the planning, deployment, and support of IT services.
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The IT service lifecycle describes the life of an IT service, from planning and optimizing the IT service to
align with the business strategy, through the design and delivery of the IT service, to its ongoing
operation and support. Underlying all of this is a foundation of IT governance, risk management,
compliance, team organization, and change management.
Management reviews are also embedded in the model and enable the measured flow of the IT service
lifecycle.
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MOF organizes activities and processes into Service Management Functions (SMFs), which are grouped
together in phases that mirror the IT service lifecycle. Each SMF is anchored within a lifecycle phase and
contains a unique set of goals and outcomes supporting the objectives of that phase.
SMFs define processes, people, activities required to align IT services to business needs
Each SMF has its own guide explaining its flow and detailing processes and activities
Each SMF can stand alone
Collectively, SMFs work to ensure that service delivery is at the desired quality and risk level
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An IT service’s readiness to move from one phase to the next is confirmed by Management Reviews,
which ensure that goals are achieved in an appropriate fashion and that IT’s goals are aligned with the
goals of the organization.
The goals of Management Reviews, no matter where they happen in the lifecycle, are straightforward:
Provide management oversight and guidance.

Act as internal controls at the phase level of the IT lifecycle.
Assess the state of activities and prevent premature advancement into the next phases.
Capture organizational learning.
Improve processes.
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Goals for each phase/layer:
Plan - make the right decisions about IT strategy and the project portfolio, ensuring that the delivered
services have the following attributes and outcomes:
Are valuable and compelling in terms of business goals

Are predictable and reliable
Are cost-effective
Are in compliance with policies
Can adapt to the changing needs of the business
Deliver - ensure that IT services, infrastructure projects, or packaged product deployments are
envisioned, planned, built, stabilized, and deployed in line with the organization’s requirements and the
customer’s specifications
Operate - ensure that deployed services are operated, maintained, and supported in line with the
service level agreement (SLA) targets that have been agreed to by the business and IT.
Manage - establish an integrated approach to IT service management activities. This approach helps to
coordinate processes described throughout the three lifecycle phases
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A more detailed approach to MOF, that shows how the activities across the IT lifecycle are related.
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Manage Layer
Goals of the Manage Layer
The Manage Layer represents the foundation for the three phases of the IT Service Lifecycle and as such
is called a layer rather than a phase.
A phase consists of processes and activities that have mutual dependencies and are most effective when
they occur within a bounded period of time. A layer is less bounded by time, pervades all phases, and
influences how activities are performed.
The functions in the manage layer are not bound by a specific phase, these activities take place
throughout the entire lifecycle.
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The primary goal of the Manage Layer is to establish an integrated approach to IT service management
activities. This approach helps to coordinate processes described in the SMFs in the three lifecycle
phases.
How is IT activity coordinated? What ultimately determines the way IT gets work done? That is the
primary focus of the Microsoft Operations Framework Manage Layer, which integrates the decision
making, risk management, and change and configuration management processes that occur throughout
the IT service lifecycle.
The Manage Layer is focused on setting the appropriate management context, controls, processes, and
activities that will result in additional business value, managed risk, and clear accountabilities when
employing the SMFs in the phases.
The Manage Layer contains the following three service management functions (SMF):
Governance, Risk, and Compliance (GRC) - provides guidance on decision-making, policies, risk
mgt, and compliance
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Change and Configuration – provides guidance on predictable, repeatable controls to manage

the ecosystem
Team – provides guidance on ensuring that we understand who needs to do what, and who is
accountable
The Manage Layer also includes the Policy and Control management review which provides the
opportunity to evaluate the effectiveness of the policies and controls in place across the IT
service lifecycle.
Team SMF
The MOF Team SMF demonstrates how to build and maintain an IT organization that is:
Accountable: Ensures that required IT work gets done
Responsible: Identifies who will do required IT work by
o Creating role types and roles
o Establishing principles and best practices
o Identifying who is best for each role
Flexible: Built around agile physical and virtual teams
Scalable: Able to meet the needs of different-sized organizations
This means that the following outcomes should be achieved:
Accountability is assigned for all required IT work
Responsibility is assigned for all required IT work
Accountability and responsibility are clearly communicated
Assignments are flexible enough to meet changing business needs
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Although there are several ways organizations might use the Team SMF to organize IT work, most of
those approaches have several key principles in common. Those principles range from tips on where
and how to start organizing to advice on how to combine accountabilities and roles.
Start with People: When people understand what to do and how to do it, improving process
and technology becomes much easier.
Separate Plan-Driven and Interrupt-Driven Work: Plan-driven or proactive work should be

predictable; predictability is lost when it gets mixed with reactive work.
Put the Right People in the Right Roles: Look for people who have an aptitude and personality
type that lend themselves to the sort of work defined.
Encourage Advocacy: Advocacy offers a way to represent different points of view and
encourages good decisions and effective and efficient processes.
Start with Accountability: A person who is accountable has the power and is ultimately held
responsible.
Make Responsibilities Clear to the Owner: The responsible person needs to have a clear
understanding of what has to be done.
Combine Accountabilities and Role Types Where Appropriate: e.g., it is inadvisable to combine
Test and Development role types or Solutions and Operations Accountabilities
Ensure Constant Coverage in Operations: Because of the nature and criticality of Operations
work, it is important to assign work in a way that ensures constant coverage.
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Change and Configuration Management
Goal
The primary goal of change and configuration management is to create an environment where
changes can be made with the least amount of risk and impact to the organization.
Change and Configuration throughout MOF
Change and Configuration Management activities and functions take place throughout the other Plan,
Deliver, and Operate Phases continuously.
Each of the other phases require specific functions, guidance and processes in order for the life cycle to
be balanced and ensure that the business and IT can work together toward operational maturity:
Plan Phase:
Control over changes to the IT portfolio
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Having a known-state of the environment to make decisions against
Deliver Phase:
Control over modifications to the project plan and design
An understanding of the actual production environment
Operate Phase:
Control over the production environment
Accurate information needed to manage the production environment
Module 2: Change Management
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Change Management (ITIL)
Change Management – a process to ensure that changes are recorded, managed, authorized,
prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
The purpose of Change Management is to respond to the customer changing business
requirements while maximizing value and reducing incidents, disruption and re-work and their
impact on the business.
Appendix 1.1 describes implementation considerations and activities
Steps
Agree on overall process activity steps

Agree on roles and responsibilities
Configure SCSM to reflect roles
The change and configuration management process flow provides the overall structure for this SMF with
a consistent set of processes for initiating and completing changes.
Change and configuration management consists of the following tasks:
Baseline the configuration

Initiate the change
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Classify the change

Approve the change
Develop and test the change
Release the change
Validate and review the change
Baseline Configuration
Define Configuration Data to Track
Create Change Request from any Configuration Item or Work Item
Fields automatically populated
Use Related Items to link to Incidents, other Change Requests or Problem Records
Audit content management systems(CMS) Content
Can be performed by Change Initiator or Change Owner
Initiate Change
Initiate an RFC
o Open a CR directly or from Configuration Item (CI) or Work Item (WI)
Check Technical Configuration
o If created from CI or WI, automatically validated.
o Otherwise add to Configuration Items to Change
Check Business Process
o Select People to notify
Identify Business Impact
o Enter Impact and Risk
Update the RFC
o Automatically as you save the form
Classify Change
Identify the Priority
o How soon change will be released
o Immediate, High, Medium, Low
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o Also fields for Impact and Risk
Identify the Category
o Implemented by Templates
o Major, Significant, Minor, Standard, Emergency
Update the RFC
Approve & Schedule Change
Route Change to Approval
o Add Change Reviewer at Process tab
Process Standard Changes
o Use Standard Change Template
Analyze Impact
o Use Impact and Risk fields
Approve, Reject or request More Info
o Approve Review Activity
Update the RFC
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Approval of a change is driven by its category.
Approval for a significant or major change usually begins by presenting the change to the change
advisory board (CAB).
CAB members are key people who represent many perspectives and who will be held
accountable for the results of the change.
Emergency changes are normally reviewed by an emergency committee of the CAB for fast-track
approval.
It is up to the CAB to determine if the change should:
Be approved and scheduled.
Be refused and ended.
Be returned to earlier processes of this SMF for further clarification and consideration.
More information about developing and testing a change can be found in the Deliver Phase Overview.:
http://go.microsoft.com/fwlink/?LinkId=115614
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Appendix 1.5 Change planning activities and considerations
Define format and policy for forward schedule of change (FSC)
Define policy for change owner
Define interfaces to Release management (build, test, deploy)
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Appendix 1.6 Change closure activities
Define requirements for notification policy. Which stakeholders, users and processes should be
informed upon change closure/completion?
Policy for updating CMDB
Define policy for closing a Change record
Define Policy for Post implementation review (PIR)
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Change manager Screenshots:
Change Templates
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Change Form
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Change Management Policy and Process Exercises
Contoso, Ltd.
Jeff Ford, IT Manager, has decided to implement a CMS (CMDB) and use Configurations
Management at Contoso.
In order to do this he needs to understand what should go into the CMS and how can the data
go in there? He also wants to define a way to validate the data and be sure that the data in the
CMS is up to date.
Which Policies do you need to have in place?

Which procedures need to be in place?
Handout: Table 4. Activities and Considerations for Baselining the Configuration
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Handout: Table 5. Activities and Considerations for Initiating the Change
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Handout: Table 6. Activities and Considerations for Classifying the Change

Priority levels should be designed with specific time frames and should support the business
requirements.
The Change Manager and RFC initiator might need to negotiate the priority if they are not in
agreement about it. Define an escalation process.
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The considerations involved in establishing the CAB are discussed in the Governance, Risk, and
Compliance SMF.
How do you define who should be represented in the CAB?
Has this change been classified as a standard change?
Who can best perform and evaluate an impact analysis for the change?
Does the impact analysis support the classification of the change?
Will policies, procedures, or any aspect of regulatory compliance be affected by this change?
Has the business case changed since the change was initiated?
Who in the business is most likely to be affected by this change in terms of either its success or
failure?
Who has the most relevant IT technical knowledge?
Who would best understand the implications to the business of not making this change?
Who will best understand the security and privacy implications?
Who can represent the policy and compliance issues that might result?
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When is the best time to implement the change?
Do you have predefined service windows?
Is it needed before or after a particular date?
Consult and update the FSC (Forward schedule of changes)
Is there specific timeslots where changes are NOT allowed?
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Module 3: Configuration Management
Configuration Management ITIL
Service Asset and Configuration Management – a process to provide a logical model of the IT
infrastructure by correlating IT services and physical and logical components needed to deliver
these services.
A Configuration Item (CI) is a component of the infrastructure that is under control of

Configuration Management.
The management of Configuration Items is performed using a Configuration Management

Database (CMDB)
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Configuration Management workflow
Plan for Configuration Management databases and activities
Identify Configuration Items
Control Configuration Item information
Perform status accounting
Perform verification and audit of Configuration Management databases
Provide management information about Configuration Management quality and operations
What Does Configuration Give You?
A clear picture of what you have in your production environment at any point in time, so you
can make more informed decisions about proposed changes
A clear picture of what changes were recently made so you can troubleshoot more easily and
effectively when something goes wrong
In order to successfully manage change, an organization must also manage the configuration of the
production environment. The most effective way to do this is to baseline the configuration before
and after each change.
A configuration baseline is a snapshot of the IT environment that identifies its structure and
underlying dependencies. The data from this snapshot should be captured and recorded in a
configuration management system (CMS). A CMS can be as simple as a spreadsheet or as complex as
an integrated set of tools that includes a database.
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Service Map
Service maps are logical diagrams of services and their components that provide insight and a starting
point for activities and deliverables for the many roles within IT across the service lifecycle. MOF shows
you how to create and use service maps to improve the delivery and support of IT services, and illustrates
how service maps are used – and by whom –across the service lifecycle.
Just as a road map typically provides better guidance to a destination than just a textual narrative, a
service map leads you to the goal of better understanding and management of a service more
effectively than the simple written word. The mapping supplies input to various infrastructure processes
that comprise the Microsoft Operations Framework (MOF). The graphical representations and process
inputs of a service map aids in managing the delivery and support of an IT service. Specifically, it helps
ensure the continued availability, capacity, security and manageability of a service. This is why service
maps are so important.
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An example: Email Service MAP; relationship and dependency overview
Configurations Management Screenshots
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Screenshots of a Service manager Configuration Views
Screenshots of a Service Manager Configuration Item.
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Module 4: Service Desk
Service Desk (ITIL)
Service Desk – a function that serves as a Single Point of Contact (SPOC) between the users and
IT Service Management.
Service Desk is closely linked with Incident Management and the shared purpose is to restore
the normal service to the users as quickly as possible, with reasonable costs.
Service Desk activities
Provide advice and guidance to customers
Communicate and promote IT services
Manage and control service communications to customers, suppliers and the business
Coordinate Incident Management activities
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Manage people, processes and technologies that form the contact infrastructure
Provide management information about Service Desk quality and operations
Operate phase’s primary goal is to ensure that deployed services are operated, monitored and
supported in line with SLA targets.
Operations SMF – Ensures that IT services are available by improving IT staff use and better
managing workload
Service Monitoring and Control SMF – Ensures that IT services are monitored to provide real-
time observation of health condition
Customer Service SMF – Provides a positive experience for users when interfacing with IT
Problem Management SMF - Reduces Service failures and finds root cause
Additionally, this phase includes one management review; the Operational Health management review
assesses processes, and performance, to target improvements.
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The primary goal of customer service is to provide a positive experience for users by meeting their IT
needs and addressing complaints and issues that arise during the normal course of using an IT service.
The driving vision for the Service Desk is to translate the complexities of IT into a one-stop shop for IT
users. The process flow defined in the Customer Service SMF provides the Service Desk with the
guidance it needs to achieve its vision in an efficient, cost-effective way.
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Customer service is the entry point for users who need to engage IT with their questions and concerns.
Although multiple roles and teams are required to interact with and support the Customer Service SMF,
the majority of the processes and activities within it are performed by a functional team called the
Service Desk.
Service Desk is contacted by end users to report the following:
An Incident – failure in one or more service or feature that is in use
A Request – An inquiry to gain additional information or request a new/existing service or

feature
A distinction must be made between Incident and Request due the different handling paths each follows
for resolution or fulfillment.
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The primary Team SMF accountability that applies to the Customer Service SMF is the Support
Accountability. The role type responsibilities may include the following:
Customer Service Representative(CSR); Interacts with customers; recording, categorizing,

classifying, resolving, and closing customer requests
Incident Resolver; Resolves incident requests; troubleshooting, escalating if necessary, and
applying a fix or workaround
Incident Coordinator; Oversees all incident requests
Problem Analyst; Investigates and resolves an underlying problem
Problem Manager; Determines whether an underlying problem exists
Customer Service Manager; Oversees customer service
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Module 5: Incident Management
Incident Management process (ITIL)
Incident detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Incident ownership, monitoring, tracking and communication
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4 types of Requests
If this is an Information request.
If this is a request for an existing service or feature
If this is a request for a new service or feature
If this request concerns a failure with an existing service or feature.
Request for Request for Resolve an

Request for
existing new service incident
information
service or or feature
failure
Service Incident
Information New Service
Fulfillment Resolution
Request Request
Request Request
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Prioritize the Request
Key success factor in reducing the time required to resolve a request is the ability to match
requests against known errors, workarounds, and knowledge base articles.
This can only be effective if requests are consistently classified using predetermined metadata.
Handout: Table 2.9. Activities and Considerations for Prioritizing the Request Appendix 2.3: Define
Urgency, Impact and priority policy
Resolve the Incident Resolution Request
The process flow for incident resolution consists of the following processes:
o Troubleshooting the incident
o Escalating, if necessary
o Applying a fix or workaround
Apply a Fix or Workaround
Applying the fix or workaround.
Setting user expectations.
Initiating the service fulfillment procedure
Update incident record.
Appendix 2.5: Define policy for solution description
Define process for continuous Knowledge management (solution /work around descriptions)
Tailor SCSM to reflect the required data requirements in solution description policy
Define interface to change Management process
Ensure link in SCSM between IM and CM

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The Incident Management process matched to SCSM activities
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Service Manager Incident Screenshots:

General
Incident Activities
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Related Items
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Incident Management Policy and Process Exercises
Contoso Company
Neil Black is working at the Service Desk at Contoso, Ltd. In order to get a mature Incident process up
and running, Neil needs guidance on what kind of Data he needs to collect for the Helpdesk to be able to
trace similar incidents and understand the priority. To do this Neil needs to identify the right data to
collect.
Neil has collected the basic user contact information, the next process is to record some details of the
user’s request.
What does Neil Black need as required fields to ensure he gets all relevant information recorded in
the user request?
What should Neil Black measure?
Hand out:
Appendix 2: Detection and recording lists the required type of activities I SCSM.
Table 5. Activities and Considerations for Recording the User’s Contact Information
Table 6. Activities and Considerations for Recording Details of a User’s Request
• Students should do an exercise that refers to their own organization. List the activities involved
in recording the details of the user’s request. These include:
• Recording the details of the user’s request.
• Validating the data contained in an automated Help request.

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Which policies and processes need to be in place?
What do you need to be aware of when you configure SC Service Manager? Which categories
does your organization need?
15 minutes group discussion.
Write suggestions on whiteboard and notes.
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Check SLA if this is a Request for Service fulfillment or a Request for new service?
Do you need to activate the change management process?
Does CMDB need to be updated?
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15 minutes group discussion.
Write the suggestions on whiteboard.
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1. Relate the incident to yesterdays change record?
2. Did you register a parent incident? Or/and do you relate all incidents to the parent incident
or/and to the change?
3. Do you register a problem record to determine why the upgrade had that impact in the
production environment?
4. Did your change management process succeeded when the change introduced these incidents?
5. Did you break the SLA because the number of impacted plotters exceeded the agreed number of
effected plotters or the agreed outage time?
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Do you have timeframes for incidents of this priority?
Do you have timeframes for activating the Problem Management process?
Which policies and procedures need to be in place to make the right decision?
SLA for this priority
Policy for handling incidents that exceeds timeframe
Policy for which categories and priorities of incidents that can be escalated to 2+3rd level and/or
Problem Management
Process for assigning incident records and Problem records to resolver groups
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Module 6: Problem Management
This lesson covers the Problem Management SMF in more detail. It discusses its purpose and goals in
the context of the MOF IT Service lifecycle. It then identifies the key processes and their associated role
types that help in achieving the SMF goals.
Problem Management ITIL
Problem Management – a process to minimize the adverse effect on the business caused by
Incidents and Problems and to proactively prevent their occurrence.
A Problem is an unknown underlying cause of one or more Incidents.
A Known Error is a problem for which the root cause is known and for which a temporary
workaround or permanent alternative has been identified.
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Problem Management SMF Goals
To reduce the occurrence of failures with IT services
To generate data and lessons that IT can use to provide feedback during the IT lifecycle
To help drive the development of more stable solutions
The Problem Management SMF belongs to the Operate Phase of the MOF IT service lifecycle. The figure
above shows the place of the Problem Management SMF within the Operate Phase, as well as the
location of the Operate Phase within the IT service lifecycle.
While an incident is defined as unplanned interruption or failure to any service or feature, a problem is
unknown cause of one or more incidents. Incident management means putting IT operations back to
normal track and restoring the interrupted service.
The primary goal of Problem Management, however, is to reduce the occurrence of failures with IT
services. Its secondary goals are to generate data and lessons that IT can use to provide feedback during
the IT lifecycle and to help drive the development of more stable solutions.
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Problem Management SMF Purpose
The Problem Management SMF provides guidance to help IT professionals resolve complex problems
that may be beyond the scope of Incident Resolution requests.
Problem Management should begin at the start of a service’s lifecycle and should be applied to all
aspects of IT—including application development, server building, desktop deployment, user training,
and service operation. As more problems are discovered, recorded, researched, and resolved, IT will
experience fewer failures. If Problem Management is performed during the period when a service is
envisioned, planned, designed, built, and stabilized, the service will be deployed into production with
fewer failures and higher customer satisfaction.
The primary team accountability that applies to the Customer Service SMF is the Support Accountability.
The role type responsibilities may include the following:
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Problem Management Workflow
Document the problem
o Create Problem record
o Classifying the problem
o Prioritize the problem
Filter the problem
o Has a problem record already been created?
o What is the business justification for researching this problem?
o How many hours will it take to reproduce the problem?
o What is the payoff if a fix is found?
Research the problem
o Reproducing the problem in a test environment.
o Observing the symptoms of the problem and noting your observations.
o Performing root cause analysis.
o Developing a hypothesis and testing it.
Research the outcome
o Review the outcome of your research and determine whether a workaround or fix for
the problem has been discovered.
The following table lists each process and activities in greater detail:
Table 3.4. Activities and Considerations for Documenting the Problem
Table 3.5. Activities and Considerations for Filtering the Problem
Table 3.6. Activities and Considerations for Researching the Problem
Table 3.7. Activities and Considerations for Researching the Outcome
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Service Manager Problem Management Screenshots
General
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Related Items
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Problem resolution:
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Problem Management Policy and Process Exercises
Incident Management has been in place for some time at Contoso. The goal of Incident Management is
to restore the service as quickly as possible.
Over the past 3 months many similar incidents or related incidents have started to arise where the root
cause is not fully understood.
Jeff Ford (Problem Manager) wants to understand the root cause of these incidents and has therefore
started to implement Problem Management at Contoso.
Policy for activating Problem Management process
SLA for repeating incidents
Process for recording repeating incidents with relations to Known Error or/and Problem records.
Process and tool tailored for catching and handling repeating alerts from Operations
management alerts
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Module 7: Reviews and Reports
MOF Management Reviews
Management reviews (MR)
Bring together information and people
To determine status of IT services and establish readiness to move forward in the

lifecycle
MRs are internal controls that provide management validation checks
They ensure business objectives are met and IT services are on track to deliver expected value
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The Management Reviews Are:
Service Alignment
Portfolio
Project Plan Approval
Release Readiness
Policy Control
Operations Health
As mentioned earlier in lesson 2 An IT service’s readiness to move from one phase to the next is
confirmed by Management Reviews, which ensure that goals are achieved in an appropriate fashion and
that IT’s goals are aligned with the goals of the organization.
SCSM Data warehouse can support your need for KPI reports and other areas you want to measure.
Data Warehouse
• Near-real time data for operational reporting
• Historical data for KPI reporting
• Consolidates data from multiple SM management groups
Out of the box reports
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Incident, Problem, Change, and Configuration Management
Service Reporting
Objective: To produce agreed reliable, timely and accurate reports for informed decision making
and effective communication. Each service report shall include its identity, purpose, audience
and details of the data source
Service Reporting shall include:
Performance against service level targets
Performance characteristics of each operational process, like workload statistics and resource
utilization
Performance reporting following major events(major changes, releases)
Trend information
Non-compliance and issues, e.g. against the SLA, security breach
Satisfaction analysis
Key Performance Indicators
KPI: A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be
measured, but only the most important of these are defined as KPIs and used to actively
manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that
Efficiency, Effectiveness, and Cost Effectiveness are all managed.
KPI Configuration Management
Control of IT assets
Percentage increase in the number of CIs successfully audited
Percentage improvements in the speed and accuracy of audit.
.Support the delivery of quality IT services
Percentage reduction in service errors attributable to wrong CI information
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Improved speed of component repair and recovery
KPI Examples
KPI Configuration Management
Economic service provision
Reduction in the number of ‘missing or duplicated’ CIs
Percentage reduction in S/W and H/W costs due to better control.
. Support, integration and interfacing
Reduced percentage of Change failures as a result of inaccurate configuration data
Improved Incident resolution time due to the availability of complete and accurate
configuration data
KPI Change Management
Percentage fewer rejected RFCs
Percentage reduction in unauthorized Changes detected
Percentage of Change requests (business driven need) implemented on time
Percentage reduction in average time to make Changes
Percentage reduction in the Change backlog .
KPI Incident Management
Percentage reduction in average time to respond to a call for assistance from first-line
operatives
Percentage increase in the Incidents resolved by first line operatives
Percentage increase in the Incidents resolved by first line operatives on first response
Percentage reduction of Incidents incorrectly assigned
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Percentage reduction of Incidents incorrectly categorized
KPI Problem Management
Percentage reduction in repeat Incidents/Problems
Percentage reduction in the Incidents and Problems affecting service to Customers
Percentage reduction in the known Incidents and Problems encountered
No delays in production of management reports
Improved CSS responses on business disruption caused by Incidents and Problems
Day 1 Ramp Up
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Ramp up the processes and have general discussions in plenum about the highlights of every process
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Policy and Process Exercises
On the Appendix pages are listed a “cook-book” for what needs to be in place for Incident and Change
Management.
Hand outs are giving you valuable information about Activities and Considerations when you implement
SCSM.
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Module 8: Organizational Analysis
Goals of the TEAM SMF

Accountable: ensures that required IT work gets done
Responsible: identifies who will do required IT work through:
o Creating role types and roles
o Establishing principles and best practices
o Identifying who is best for each role
Flexible: built around agile physical and virtual teams
Scalable: able to meet the needs of different-sized organizations
If the goal of IT departments is to effectively deliver the IT services required by their organizations, then
it is important for those who are involved in planning, delivering, and operating those services to be able
to:
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Understand the business and operational needs for the service and create a solution that delivers within
the service specification.
Effectively and efficiently deploy the solution to users with as little disruption to the business as the
service levels specify.
Operate the solution with excellence in order to deliver a service that the business trusts and relies on.
The best way to accomplish those goals is to ensure that someone is ultimately accountable for them, as
well as the work required to accomplish them. Everyone doing that required work must have a clear
role, understands the responsibilities that go with that role, and have the right skills for carrying out
those responsibilities.
At the heart of the Team SMF is a set of accountabilities for ensuring that the right work gets done. Each
accountability maps to one or more of the MOF service management functions that describe the
processes and activities that make up the work of IT pros throughout the IT service lifecycle.
Although some accountabilities might vary depending on the IT organization in which they exist, there is
a core of accountabilities that should be standard across most organizations. They are:
Support, which is associated with the Operate Phase of the IT service lifecycle
Support, which is associated with the Operate Phase of the IT service lifecycle
Operations, which is associated with the Operate Phase
Service, which is associated with the Plan Phase
Compliance, which is associated with the Manage Layer
Architecture, which is associated with the Plan Phase
Solutions, which is associated with the Deliver Phase
Management, which is associated with the Manage Layer
Role Types and Responsibilities
Each accountability has a set of role types associated with it, and each role type has a set of
responsibilities and goals associated with it
Accountabilities can be described in the following way:
Accountability = Who (owner)
Advocacy for quality = Why
Responsibility = What (details)
Tasks/activities = How
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Each accountability has a set of role types associated with it, and each role type has a set of
responsibilities and goals associated with it.
A role type is a generic description of a role that might be found in an organization.
The goal of a role type is to offer something recognizable so organizations know how that position might
map to existing roles.
The following will be considered in connection with Service Manager
Support
Operations
Service
Compliance
Solutions
Management
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Support Accountability
The Support Accountability addresses role types that are important to two SMFs from the Operate
Phase of the IT service lifecycle: Customer Service and Problem Management. Customer Service is
focused on providing a positive experience for users by meeting their IT needs and addressing
complaints and issues that arise during the normal course of using an IT service. Problem Management
is focused on resolving complex problems that may be beyond the scope of Incident Resolution
requests.
Role Type Responsibilities Goals
Customer Service  Handles calls  Help the customer

Representative  Is first contact with user
 Registers calls, categorizes, determines
supportability, and passes on calls
Incident Resolver  Diagnoses  Fix incidents
 Investigates
 Resolves
Incident  Responsible for incident from beginning  Solve incident as quickly as
Coordinator to end (quality control) possible
Problem Analyst  Investigates and diagnoses  Find underlying root

causes of the incidents
Problem Manager  Identifies problems from the  Prevent future incidents

incident list
Customer Service  Accountable role for the goals of  Effectively and

Manager support efficiently decrease
 Covers incidents and problems incidents and incident
solution time
 Increases effectiveness
of resolutions and
reduces costs
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Operations Accountability
The Operations Accountability addresses role types that are important to two SMFs that are also in the
Operate Phase of the IT service lifecycle: Operations and Service Monitoring and Control. Operations is
focused on ensuring effective and efficient day-to-day IT operations. Service Monitoring and Control is
focused on the real-time observation of and alerting about health conditions (characteristics that
indicate success or failure) in an IT environment.
Operator  Executes pre-planned tasks that are  To be predictable and follow

instruction based instructions
Administrator  Executes tasks that are not well defined,  Ensure predictable results
requiring a deeper level of knowledge
Monitoring  Responsible for Service Monitoring and  Ensure needed monitoring
Manager Control (SMC) SMF tasks information is generated
 Ensures that the right systems are
monitored
 Facilitates effective monitoring
mechanism
 Expert on how to monitor, not what to
monitor
Operations  Accountable for Operations SMF and  Ensure predictable,

Manager Service Monitoring and Control repeatable, and automated
day-to-day system
management
Operator  Executes pre-planned tasks that are  To be predictable and follow

instruction based instructions
Administrator  Executes tasks that are not well defined,  Ensure predictable results
requiring a deeper level of knowledge
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Compliance Accountability
The Compliance Accountability addresses the role types that are important to the Governance, Risk, and
Compliance (GRC) SMF, which is located in the Manage Layer of the IT service lifecycle. GRC focuses on
providing IT services that are effective, efficient, and compliant.
Risk and  Owns risk management, compliance  Organization does not violate
Compliance roadmap, enforcement, and laws or regulations
Manager measurement  Risks are identified and
managed
Assurance and  Audits design and  Well-understood control
Reporting operating effectiveness of processes environment
 Investigates non-compliance  Independent validation of
 Owns reporting and recommendations compliance program
 Fraud or undesired activity
discovered
Internal Control  Manages internal control environment,  Effective control environment
Manager document control objectives, and control documented with audit trails
design  Appropriate retention of
 Retains evidence of control activity control operating evidence
Legal  Analyzes regulations and determines  Policy reflects desired

policy impact response to regulation
 Evaluates legal position related to  Legal risks managed
compliance
 Represents legal opinion in decision
making
IT Policy Manager  Manages policy creation, change, and  Effective use of policy to guide
maintenance actions
 Owns policy communication  Awareness through clearly
 Owns improvements to policy written and communicated
effectiveness policies
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Solutions Accountability
The Solutions Accountability addresses the role types that are important to five SMFs in the Deliver
Phase of the IT service lifecycle: Envision, Project Planning, Build, Stabilize, and Deploy. The Envision
SMF focuses on turning business requirements into new or improved IT services that can be delivered
into production. The Project Planning SMF focuses on how project teams complete the bulk of their
planning work: preparing the functional specification and solution design and preparing work plans, cost
estimates, and schedules. The Build SMF focuses on developing the IT service solution deliverables to
the customer’s specifications, developing the solution documentation, creating the development and
test lab, and preparing the solution for pilot deployment. The Stabilize SMF focuses on releasing the
highest-quality solution possible at the Release Readiness Milestone. The Deploy SMF focuses on
releasing a stable solution into the production environment.
Program Manager  Drives design, schedule, and resources at  Ensure that individual projects
the project level run smoothly, and build the
 right solution at the right time.
Tester  Tests to accurately determine the quality  Ensure all known issues are
of solution development resolved before release
 Identifies errors, bugs and faults
Release  Evaluates the solution design  Ensure a stable solution is
Management  Documents operations requirements to deployed to the production
ensure that they are met by the design environment
 Creates a pilot, deployment plan, and
schedule
 Manages site deployment
Test Manager  Owns all the testing across all project  Test matches production
teams  No surprises
 Develops testing strategy and plans
 Ensures that best practice test methods
are used
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Management Accountability
The Management Accountability addresses the role types that are important to five SMFs, three of them
from the Plan Phase of the IT service lifecycle, and two of them from the Manage Layer. Those SMFs are
Financial Management; Business/IT Alignment; Policy; Governance, Risk, and Compliance (GRC); and
Change and Configuration. Financial Management focuses on providing IT-relevant activities and
considerations that improve financial management practices. Business/IT Alignment focuses on
strengthening the alignment between IT departments and the larger organizations within which they
exist. Policy focuses on ensuring documented, up-to-date guidelines that address the desired actions
and behaviors of an organization. Governance, Risk, and Compliance focuses on providing IT services
that are effective, efficient, and compliant. Change and Configuration focuses on creating an
environment where changes can be made with the least amount of risk and impact to the organization.
IT Risk and  Manages overall risk management and  Well-communicated GRC

Compliance compliance programs processes and expectations
Manager  Communicates GRC processes and  Individuals understand their
requirements to organization GRC responsibilities and take
action accordingly
Assurance and  Validates design and operating  IT organization constantly
Reporting effectiveness of IT organization, under review and continually
processes, and control environment being improved
 Recommends changes for improvement  Board and shareholders
confident in management
decision and resulting
processes
Change Manager  Manages the activities of the  Change that is planned

change management process for and understood, with
the IT organization risks that are managed
Configuration  Tracks what is changing and its  Configuration changes

Administrator impact are recorded
 Tracks configuration items (CIs)  Maintains known state
 Updates CMS  Performs configuration
audits
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Out of Box User Roles in Service Manager
End Users*
Read-Only Operators
Incident Resolvers
Change Initiators
Change Owners
Activity Implementers
Advanced Operator
Authors
Workflows*
Administrators*
Administrators* [Data Warehouse]
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Organization Analysis Exercises
Jeff Ford works at the IT Manager of Contoso, Ltd. Jeff wants to make sure that he uses his work force in
the best way and that they do not conflict with each other. Jeff has spent some time with MOF and
wants to build a new organization based on the Team model in MOF.
Jeff Ford has decided not to change the organization to much, but wants to make sure it aligns with the
roles in the MOF TEAM model
Reviews the roles described in the next 2 slides

MAP the roles to the people working at Contoso IT today
Verify if they are used in the right way and if the right responsibilities are given.
Which roles could be added (are messing) and who would be the right people to own them?
Which roles do you see as conflicting?
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The following Team roles should be assigned to the IT staff at Contoso:
IT Role Contoso Staff Name:

Customer Service Representative
Incident Resolver
Incident Coordinator
Problem Analyst
Problem Manager
Customer Service Manager
Operator
Administrator
IT Policy Manager
Change Manager
Configuration Administrator
Release Manager
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Class Discussion
Discuss how teams are organized today in various customers.
Does the class see any challenges with the way teams are organized?
What are the biggest challenges with re-organizing teams?
Talk about culture and resistance for change.
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Review Questions
Goals of the TEAM SMF
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name 3 Role Types from the Team Model
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What’s the difference between being accountable and being responsible?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 9: Planning and Architecture Design
IT-Processes that will be used in connection with SCSM

The following processes should be analyzed and determined if they should be handled by Service
Manager
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Level Management
Availability Management
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Financial Management
Continuity Management
IT Governance
If a process is not covered by a Management Pack, how does the organization plan to support this?
Alternatively if the process is not in use what is the time frame for using this process?
Quality of defined IT-processes
Are the current processes working
Are there defined KIP’s for each process
How does the Service Desk work
Central
Follow the sun
Distributed
This should help you understand the maturity of the processes in place, if the processes are not in place
what are the plans for implementing them.
The following processes should be evaluated closely in connection with implementing Service Manager:
Service Manager
Incident
Problem
Change
Configuration
“Release”
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Understanding the Requirements for System Center

Products
Quality of products used by Service Manager
The following areas should be analyzed before starting an implementation of Service Manager. If the
health quality of one or more of these products is in a poor state, this needs to be fixed before starting
the implementation of Service manager, as this will be a major risk for the implementations of Service
Manager.
Operations Manager
Is the Organization using Operations Manager today?
What is the current Alert to ticket ratio (Is the system well tuned)
What is the quality of agent installed
Are all agents installed
Are all desired objects discovered on all agents?
How are test systems handled in Operations Manager?
Consider an Operations Manager RAP
Configuration Manager
Is the Organization using Configuration Manager today?
Are the right servers part of ConfigMgr?
Are the right Software packages and updates in ConfigMgr?
Does ConfigMgr use DCM?
Is there an owner of the system?
Consider a Configuration Manager RAP
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Active Directory
Are all wanted objects in AD
Is the structure in AD reflecting the organization
Active Directory OU’s structure
Consider an AD RAP
Reporting and Data Warehouse
Business intelligence is key to managing and measuring the state of any business. While there will
be commonalities in how each of our customers measure and report there will still need to be the
flexibility and agility for them to adapt the data they gather and report. System Center Data
Warehouse and Reporting will give them this capability.
Requirements for Reporting and Data warehouse
Which KPI’s should be measured according to the IT-Processes in DW
What is the difference between those and KPI’s out of the box?
How long should Data be kept in DW
Archiving vs. live data
How many people will have access to the DW at the same time
Requirements for Reporting and Data warehouse
How many reports will be generated
Pr. Day
Pr. Week
Pr. Month
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Pr. Quarter
Pr. Year
Will some user roles have limited access to Reporting?
Pre-Requisites Matrix
Processes Operations Configuration Active Other

Manager Manager Directory
Tool
Process
Organization
People
An analysis should be preformed to understand the maturity of the environment where Service
manager will be implemented
If this is red some things needs to be done before an implementation can be done, otherwise the
quality of the implementation will be at risk.
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Service Manager Components
System Center Service Manager 2010 extends the System Center family of products by adding service
management disciplines that tightly integrate information, workflow, reporting and processes with
other System Center products, including System Center Configuration Manager 2007 and System Center
Operations Manager 2007. System Center Service Manager 2010 includes process management packs
for incident management, problem management, and change management.
System Center Service Manager 2010 can help provide better service management by:
 Integrating and extending the knowledge and functionality of existing System Center products in
the organization to provide a holistic view of IT services.
 Reducing the time to implement service management practices that include industry standard
incident, problem and change management processes while providing flexibility to adapt those
processes to the organization’s needs.
 Collecting and disseminating organization-specific knowledge for rapid resolution of real and
potential problems throughout the computing environment.
 Providing a reporting tool to measure the maturity of your processes also known as KPIs.
 Streamlining the effort required to assign and integrate tasks (automated and manual) between
System Center Configuration Manager 2007 and System Center Operations Manager 2007).
 Figure 1 illustrates the architecture of System Center Service Manager 2010 and how it interacts
with various categories users, other System Center solutions, and external systems.
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Service Manager 2010 consists of the components listed below. These components can be installed on
separate machines or combined, depending on expected load and hardware configurations.
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The core components shown are:
Management server
Data Warehouse Management Server
Reporting server
Self Service Portal
Microsoft SQL Server
System Center Service Manager 2010
The computer running System Center Service Manager 2010 is running the primary services for
managing the Configuration Management Database, running the Workflow engine, interacting with the
Service Manager console, and running the connectors.
Configuration Management Database
The Configuration Management Database is the centralized, knowledge-driven repository for all service-
management information managed by System Center Service Manager 2010. The database is based on
the database schema System Center Operations Manager 2007, but extends the schema to include
functionality required by System Center Service Manager 2010. The Configuration Management
Database is stored in Microsoft SQL Server.
Data warehouse and reporting
The Data Warehouse acts as the long-term repository for the service management information collected
by System Center Service Manager 2010. The data warehouse is used by the reporting functionality to
generate reports through SQL Reporting Services. This allows you to view reports that show service
management effectiveness and identify opportunities for improvement. You can view the reports
provided in System Center Service Manager 2010 (such as the incident and change management
reports), or you can create your own reports. The Data Warehouse database is stored in Microsoft SQL
Server.
Knowledge base
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This information contains the product and user knowledge that allows IT professionals to quickly identify
and resolve problems and resides in the Configuration Management Database. The information from
Microsoft product groups, Microsoft Premier Support Services Knowledge Bases, other System Center
solutions, and Microsoft TechNet. Predefined knowledge is added through Process Management Packs
or System Center Operations Manager 2007 Management Packs. You can also add your own
organization-specific knowledge through the Service Manager console.
Connectors
Connectors allow System Center Service Manager 2010 to communicate with other products and
technologies, such as Active Directory Domain Services, System Center Configuration Manager 2007 and
System Center Operations Manager 2007. Connectors allow System Center Service Manager 2010 to
create and maintain the Configuration Management Database.
Service Manager Console
The user interface piece that is used by both the help desk analyst and the help desk administrator to
perform Service Manager functions such as incidents, changes, and tasks. This piece is automatically
installed when you deploy a Service Manager management server. Additionally, you can manually install
the Service Manager console as a stand-alone piece on a computer.
Self-service portal
The self-service portal is installed on a computer that hosts Windows Server 2008 and Internet
Information Server (IIS) 7. The self-service portal provides a Web-based console for both end users and
analysts. The end user console allows users to submit incidents, search knowledge articles, read
announcements, reset passwords (requires Identity Lifecycle Management), and self-service software
provisioning (requires System Center Configuration Manager). The analyst console allows users to view
change requests.
Workflows
Workflows allow you to define the activities and the sequence of the activities when automating service
management processes. The workflows in the Process Management Packs included in System Center
Service Manager 2010 are based on best practices found in MOF and ITIL. You can modify workflows to
model the existing processes in your organization. Workflows are run by the Windows Workflow
Foundation found in .NET Framework.
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Templates
Templates are forms that are used to collect information for the process activities required for effective
incident management and change management (such as creating and approving change requests).
Templates allow you to define types of change requests and incident types by defining the appropriate
workflow, approval path, activities, and related configuration settings. The pre-defined templates
included in System Center Service Manager 2010 help minimize the risk of errors and help ensure
compliance requirements are met. You can modify the templates included with System Center Service
Manager 2010 to meet the needs of your organization without custom coding
Service Manager 2010 Architecture
The System Center Data Access service provides secure access to the Service Manager database.
The System Center Management Configuration service is responsible for calculating and distributing the
configuration, including management packs.
http://blogs.technet.com/servicemanager/archive/2009/02/27/the-system-center-platform-in-service-
manager-part-3-the-data-access-service.aspx
Renaming Services:
The following services were renamed with the release of Operations Manager 2007 R2 to:
Operations Manager SDK --> System Center Data Access
Operations Manager Configuration --> System Center Management Configuration

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Operations Manager Health --> System Center Management
This indicates the shared nature of this part of the common platform across multiple System Center
products, which now includes Service Manager.
Data Access Service
Data Access Service is a Windows Service that has a Windows Communication Foundation (WCF-
Web service)
The Data Access Service is by default installed on the first “Service Management Server” and can
only run on one server at the time
All interaction with a model-based database goes through the Data Access Service which
authenticates and authorizes users using Authorization Manager
Data Access Service goes through a layer called the ‘Data Access Layer’ (DAL) to get to the
database
Configuration Service
The System Center Management Configuration service is responsible for calculating and
distributing the configuration, including management packs to various components
The Configuration Service is responsible for providing the configuration of the Health Service;
this information may include sensitive information.
The service will deliver information to the Management Service in an encrypted format from the
Service manager Database (eg. Run as accounts)
Management Service
Hosts the workflow engine under which the workflows runs

Controls the Run As accounts and profiles for the Workflows which allows the workflow to run
under different credentials.
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Workflow Engine
The workflow infrastructure provides a platform for IT process automation. Service Manager is
uniquely situated in the System Center family of products to provide workflow around a) work
items and b) a consolidated set of configuration items. Service Manager will include a number of
different workflows out of the box to automate portions of the incident, change, problem, and
asset management processes. Customers and partners will be able to create additional workflows
that will run on the Service Manager workflow infrastructure. The Authoring console will be
providing some workflow authoring tools. These tools will allow IT professionals to drag and drop
activities from an activity library onto a workflow design surface to compose new workflows.
Service Manager is the logical repository for recurring maintenance windows for all CIs managed by
System Center. Other System Center products respect these maintenance windows as appropriate
– OpsMgr stops monitoring during maintenance window and ConfigMgr deploys software during a
maintenance window for example.
The workflow infrastructure consists of the following object types:

 Workflow – A “workflow” represents a logical unit of a business process or an entire
business process. For example the “Self-service request routing workflow” represents the
first logical step – “Classify Incidents” in the overall Incident Management business process.
In the Service Manager implementation the workflow consists of a data source module
(typically subscription or timer based) which passes data items on to a write action module
which then launches a task which kicks of a WWF workflow.
 Workflow Host (Health Service) – The Ops Mgr team is providing the workflow host. Some
small changes are being made to the Health Service, SDK service, and Config Service to
meet the requirements of the Service Manager workflow host. The workflow host starts a
workflow and maintains its lifetime.
 WWF Workflow Module Type – A new write action module type is being created by the
Ops Mgr team for Ops Mgr 2007 SP2. It will be able to run any compiled WWF workflow
assembly, capture the output to the tracking service and write that output to the Job Status
table.
Workflows View – the workflows view in the administration workspace in the main console allows the
user to view what workflows are installed in the system. He can also see what the execution history of
each workflow looks like – time started, time ended, duration, success/fail/running, and output. Each
workflow can have a corresponding properties dialog or wizard for configuring the workflow. The
administrator can also execute a workflow on demand from the workflows view.
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The workflow looks at a source for a condition; if the condition is true it will trigger an action.
The IT Process workflow is composed of a series of process activities, some of which are manual and
some automated.
For example : Incident Management process workflow includes opening incidents, routing incidents to
queues, diagnostics and repair tasks, resolving and closing the incident, and notifying users. Opening an
incident may be done manually, whereas routing incidents to queues or notifying users of the incident
status may be automated activities.
Automated activities are implemented in Service Manager using rules – a rule contains a condition,
which defines under what condition to execute the automated activity, and an action which defines
what the automated activity actually does.
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We use Windows Workflow Foundation workflows to implement the action taken in automated
activities. These WF workflows are in turn sequences of WF activities. We provide a library of IT-oriented
WF activities out of the box, and we ourselves as well as partners will extend this library with additional
activities as needed. WF workflows can then be composed using these pre-built activities. Service
Manager hosts these WF workflows in an execution engine, executes them as needed and tracks their
results.
1 wf = looks for new CR, change CR status=“in review” and first activity=“active”
2 wf = looks for review activity status=“Active”, sends notification to reviewer(s)
Manual approval
3 wf = looks for all reviewers having voted and approval condition met ->review activity
status=“completed”, next activity=“active”
4 wf = automated activity is active -> run WF to add user to user group
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Service Manager Scalability
Small Installation
Medium Installation
Large Installation
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Scalability: Data Warehouse
For a small installation of data warehouse, the following example can be used.
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Service Manager Hardware Requirements
Server Manager Database
Dual quad-core 2.66 GHz CPU
8 gigabytes (GB) RAM
10 GB of available disk space for SCSM software
Place DB on SAN or fast drives
RAID Level 1 or Level 10 drive*
Database estimator will be ready around RTM
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Service Manager Management Server
Dual-core 2.66 GHz CPU
8 GB RAM
10 GB of available disk space for SCSM Software
Dual 2.0 GHz CPU
2 GB RAM
1 GB of available disk space
Use Terminal Server if Possible
Less Band weight
Easier to upgrade
Data Warehouse Management Server
Dual-core 2.66 GHz CPU
8 GB RAM
Data Warehouse Database Server
Dual Quad-core 2.66 GHz CPU
8 GB RAM
Place DB on SAN or fast drives
RAID Level 1 or Level 10 drive*
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Service Manager Hardware - Solution Scenarios
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Service Manager Hardware - Solution Scenarios
Hardware example
Role: Service Manager Management Server Role: Data Warehouse Management Server
Hardware: Hardware:
2 disk RAID 1 2 disk RAID 1
12 GB RAM 12 GB RAM
Dual-quad core 2.66 GHz CPU Dual-quad core 2.66 GHz CPU
Role: Service Manager Database Server Role: Data Warehouse Database Server
Hardware: Hardware:
4 disk RAID 1+0 (Data) 4 disk RAID 1+0 (Data)
2 disk RAID 1 (Log) 2 disk RAID 1 (Log)
12 GB RAM 12 GB RAM
Dual-quad core 2.66 GHz CPU Dual-quad core 2.66 GHz CPU
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Module 10: Deploying Service Manager
Performance Impact
The following things are considered to have a performance impact on the Service Manager
Environment:
Writing to DB costs performance
Create new incident - choose template
Create new incident - apply template
Create or edit incident - submit
Link Asset to an incident
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Link RFC to an incident
Open new Change Request
Create or Edit Change Request
Create or edit Hardware Asset
Reconcile Data from Connectors
AD
Operations Manager
Configurations Manager
Self Service Portal
Initial loading of portal home page
Create Request
Approve Change
Create or edit Hardware Asset
Launch Reports
System Requirements for Service Manager
Service Manager has been tested up to the following workload based on the recommended hardware
requirements listed in this guide and using one Service Manager management server supporting 40- 50
Service Manager console. High performance storage using 15,000 RPM SCSI drives were used on the
database servers. Further improvements in performance workload may occur in future releases.
Up to 20,000 users with up to 40 – 50 IT analysts providing concurrent support

Up to 20,000 supported computers, assuming up to 10 - 12 configuration items (installed software, software
updates, hardware components) per computer
5,000 incidents per week with 3 months of retention for a total of 60,000 incidents in the Service Manager
database
1,000 change requests a week with 3 months of retention for a total 12,000 change requests in the Service
Manager database
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Using a slow storage subsystem or insufficient memory can significantly degrade Service Manager
performance.
Performance Questions
How many servers do I need? (components)
Should I use on or two or even three SQL servers?
How many Service Manager servers should I use (performance not HA)
Where should I put the Self Service Portal?
Number of CI
Number of CI being added pr month
Number of concurrent users
Number of Incidents pr day / week / year
Number of changes pr day / week / year
Integration points (Connectors)
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Service Manager Sizing Helper
This sizing tool helps you plan for a Service Manager 2010 hardware deployment. Specifically, the sizing
tool helps to give you an idea of the type of hardware such as individual computers, CPU, free and used
hard drive space, and RAID level that is needed for different usage and deployment scenarios by
providing topology diagrams for each scenario, which map the hardware to scenarios such as single
server, 2 server, 4 server, and more than 4 servers.
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Software Requirements
Management Server
The 64-bit edition of Windows Server 2008 Standard or the 64-bit edition of Windows Server
2008 Enterprise
Microsoft .NET Framework version 3.5 with SP1
Service Manager database & data warehouse
The 64-bit edition of Windows Server 2008 Standard or the 64-bit edition of Windows Server
2008 Enterprise
The 64-bit version of SQL Server 2008
SSRS component of SQL Server 2008
Service Manager console
64-bit or 32 bit edition of Windows Server 2008 Standard or the 64-bit edition of Windows
Server 2008 Enterprise
32- or 64-bit version of Windows Server 2003 Standard with SP1 or the 32- or 64-bit version of
Windows Server 2003 Enterprise with SP1
Windows Vista (Home Basic, Home Premium, Business, Ultimate, or Enterprise)
Windows XP Professional x64 Edition operating system or Windows XP Professional operating

system
Microsoft .NET Framework 3.5 with SP1*
Microsoft SQL Server 2008
Microsoft SQL Server 2008 Standard Edition or SQL Server 2008 Enterprise Edition
Default SQL_Latin1_General_CP1_CI_AS collation with a default instance
Service Account configured as Local System
SQL Server Reporting Services (MSSQLSERVER) service configured and running
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Servcie Manager Databases
Component DB Name Content
Service Manager database SMCMDB Configuration items, work items, incidents
Service Manager data DWStagingAndConfig These three databases comprise the data
warehouse warehouse. The extract process populates
DWRepository the ConfigMgrDB database which is
DWDatamart transformed into a proper format in the
SCDW database which, through the load
process becomes the content for the SCDM
database.
Service Manager Database—A Structured Query Language (SQL) database hosted on Microsoft SQL
Server 2008 that implements a Configuration Management Database (CMDB) and also stores work items
such as incidents and change requests. This database houses all of the configuration data for a
management group and contains all data generated by the systems in the management group. This
database must be online at all times for the management group to function.
Data Warehouse Databases— Three Structured Query Language (SQL) databases hosted on Microsoft
SQL Server 2008 that implement a data warehouse repository, a data mart, and a dual-purpose
configuration management and staging database.
Reporting Server—A server that hosts SQL Server Reporting Services (SSRS) Web server and is used by
the reporting component of Service Manager to prepare and deliver reports.
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Port Assignments for Service Manager
Complete list is provided here:
http://technet.microsoft.com/en-us/library/ff460950.aspx
Port Number and

Service Manager Component A Service Manager Component B
Direction
Service Manager console 5724 ---> Service Manager management server
Service Manager management server 1433 ---> Remote Service Manager database
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Service Manager management server 5724 ---> Data warehouse server
Data warehouse server 1433 ---> Remote data warehouse database server
SQL reporting service server 1433 ---> Remote data warehouse database server
Data warehouse server 1433 ---> Remote Service Manager database server
Prepare for Service Manager Deployment
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You will need to provide credentials for the following accounts during the installation of the Service
Manager and data warehouse management servers.
Account Permissions How It Is Used In Service Manager
Management group Must be a domain user or Added to the Service

administrators group. Manager Administrators
user role.
Important
The user account that
is logged into the
computer during
installation of an initial
Service Manager
management server is
automatically added to
this group.
Service Manager services Must be a domain user or Becomes the Service
account group. Manager System Run As
Must be member of local account.
administrators. Assigned to System Center
Data Access Service
account.
Assigned to System Center
Management
Configuration account.
Becomes a member of the
sdk_users and
configsvc_users
database roles for the
Service Manager
database.
If you change the credentials
for these two services,
you need to make sure
that the new account has
a SQL Login in the
ServiceManager
database and that this
account is a member of
the
Builtin\Administrators
group.
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Account Permissions How It Is Used In Service Manager
Workflow account Must be a domain user or This account is used for

group. all workflows and is
Must have permissions to made a member of the
send e-mail and must Service Manager
have a mailbox on the Workflows user role.
SMTP server (required for
the E-mail Incident
feature).
Must be member of Users
local security group.
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Localization
The following languages will be supported on the Service side by Service Manager 2010:
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High Availability
Multi – several options for failover
Server failover design – DAS
DAS: Data Access Service
Primary SM Server: This is the full fledged management server
Secondary SM Server: This has only the DAS enabled. The other parts are dormant and can be woken up
via a manual command to become the Primary SM server.
Multi – several options for redundancy and high availability:
Primary and Secondary servers would suffice. They can also be configured behind an NLB to distribute
the console load. If the primary SM server goes down, then a secondary SM server could be promoted to
primary via a command script.
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SQL Servers
High Availability can be done in the following ways:
Windows Cluster of SQL
Log Shipping
Mirror
Self Service Portal
NLB can be put in front of the SSP portal
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SQL Best Practices

Characterize I/O workload of application
Determine reliability and performance requirements for the database system.
Determine hardware required to support the decisions made in steps 1 and 2.
Configure SQL Server to take advantage of the hardware in step 3.
Track performance as workload changes.
Always use Page Checksum to audit data integrity.
Consider using compression for read-only filegroups for higher storage efficiency.
Use NTFS for security and availability of many SQL Server features.
Use instant file initialization for performance optimization.
Use manual file growth database options.
Do NOT use “auto shrink”
Use partitioning (available in Enterprise Edition) for better database manageability.
Storage-align indexes with their respective base tables for easier and faster maintenance.
Storage-align commonly joined tables for faster joins and better maintenance.
Choose your RAID level carefully.
For optimized I/O parallelism, use 64 KB or 256 KB stripe size
Directly attached I/O is recommended for small- to medium-sized servers
SAN systems are recommended for larger servers.
NAS systems are not recommended. Use iSCSI instead.
Store transaction logs separate from data files. Do not stripe on the same disk as the data files.
For large bandwidth demands on the I/O bus, use a different bus for the transaction log files.
The number of data files within a single filegroup should equal to the number of CPU cores.
Place SQL DB (Master Temp) on separate Database

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Deploying Service Manager Review Questions
What are the performance costs in Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
How should you size an implementation?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is SQL best practice in connection with Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 11: Configuration Management and Connectors
Configuration Management
Configuration Management enables customers to establish & trust CMDB data, support IT Service
Management operational processes, and inform decision-making & planning. Service Manager will
use grid views, forms, and Service Maps to enable customers to manage their configuration items
(CIs) and use the CI data to support incident and change management.
Configuration Management maintains the relationships between all service components and any
related incidents, problems, known errors, change and release documentation and may also
contain corporate data about employees, suppliers, locations and business units, customers and
users. The Configuration Management capabilities of Service Manager v1 will be used to support a
number of customer scenarios which include the following areas:
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Change Management: Configuration Management enables the ability to provide input into the risk
and impact analysis of a planned change via a view of the interdependencies of one Configuration
Item (CI) with respect to another (such as helping to understand the impact of a vulnerability in one
application on all of its associated components).
Incident Management: Configuration Management supports timely resolution of incidents by supplying

accurate information about affected CIs. The CMDB holds all the information for CIs within the
designated scope.
Key Features
View, Create, Edit, Delete CI – View CI data, manually create new CI instances, edit
existing CI instance data, & delete existing CI instances
Browse, Search CI Catalog – Find CIs of interest through browsing through tree view and
using simple or advanced search.
View CI History – View history of changes for CI, including time/date and the values
before and after the changes.
Add Property to Existing CI Class – use authoring console to add a property to an

existing CI class, customize forms and views, and then configure connectors to populate
the additional data into the new property.
Create New CI Class – use SDK to create a new CI class, create new forms and views,
and then create additional connector to populate the new CI class
Understand which CI types (objects) you want to put in the CMDB
SQL Databases
Logical Desks
Workstations
Telephones
Projectors
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Can be cost driven E.g. Everything under $100 does not go into the CMDB
Start with most critical Systems / Services / Servers
Everything under a CI is considered an attribute eg. RAM, CPU
Rule: Everything you would like to manage should be in the CMS (CMDBs)
Be pragmatic and take one step at the time.
Everything at once will not work.
Service Manager Data Management
Data Management Infrastructure
SM DB, SM SDK, Object Model, Connector Framework
Service Manager Database
o Shared schema with OpsMgr
 IT assets/services as Configuration Items (CIs)
 Incidents/change requests/problems as Work Items (WIs)
 History is tracked for each CI or WI
o Connectors sync data with external systems
o ConfigMgr, OpsMgr, Active Directory connectors
Configuration Item Management
Viewing Configuration Items
Grid View, Forms

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• Out-of-box CI forms and views: Computer, Software, Software Updates,

Printers, Services
• Custom Views, Generic Forms
History: property and relationship changes
Related Items: CI, Work Item, File, Knowledge
Work Items affecting CIs
Configuration Item Administration
Editing, Deleting, Creating CIs
Role-based Security
CI Properties and Relationships
CI Status
What state of management is the CI?
Uses AssetStatus property
Note: ObjectStatus property is for internal use to mark CIs for deletion pending
confirmation
CI Custodian
Who is responsible for supporting this CI?
Last Inventoried
When was latest ConfigMgr inventory run on this computer?
Notes Tab
Work Items Affecting this CI
Work Items Related to this CI
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Deleting CIs
Processes for CI Deletion
Manual
Sync with Data Source
Connector Deletion
Two Steps to Remove CIs from SM DB
Status Property of CI: Active, Pending Delete
First step of delete process changes status property
Second step is for Admin to confirm deletion
CI History
History kept for each property or relationship change
For computer form, you only see changes to logical computer class
For changes to OS or Hardware, need to create view & and then look at form for
associated instance
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Grooming and Data Retention
Grooming is a background job
CI data is not automatically groomed
Work Item data is automatically groomed
Status must be "closed" (not active or resolved)
Data retention period settings
Data Warehouse includes data groomed from SM DB
History data is automatically groomed
Data retention period settings
Subscription workflows must have "looked at" the data
For auditing and governance, we recommend using SM DB backups
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Connectors - Service Maps
Describe IT-related Business Services
e.g., “Email” (not “Exchange”)
Supports troubleshooting and impact analysis in V1
Includes business metadata related to IT Service Management
Services are realized by technical components tied together with dependency relationships
Foundation for Service Level Management processes
Using Service Maps
2 approaches:
Bottom-up
 Take individual CIs discovered in OpsMgr, ConfigMgr
 OM MPs (Exchange, AD, SharePoint)
 LOB apps (Using Distributed App Designer)
 Add relevant business data
Top-down
 Start with team members identifying the important aspects of the service
(users/groups, key CIs, key dependencies)
 Populate CI instances
 Manually create the dependency tree
Example services:
Application-based services, Computer infrastructure
Integrate with Incident Management processes
Notifications
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Service Maps vs. Distributed App
Service Maps can be imported from Operations Manager
In Operations Manager Service Maps are referred to as Distributed Applications
Only CI that are in Operations Manager will be part of a distributed Application when imported
into Service Manager
Service Maps can be updated in Service Manager after importing to Service Manager
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Active Directory Integration
When you create an AD connector, the Service Manager CMDB is synchronized with the data in Active
Directory according to the connector specifications. Later, the data in Active Directory can change to
reflect changes in the environment such as the addition or the removal of computers.
To ensure that the Service Manager database is up to date, the AD Connector synchronizes with Active
Directory every hour after the initial synchronization. Additionally, you can manually synchronize the
connector at any time as needed.
Import data from Domain or OU
Cross-forest support
 Sync Active Directory data for:
User
User Groups
Printers
Computers
User contact information
Organizational information
Notification addresses
How to Create a Connector

AD connector runs once per hour – no scheduling required
Options for creating AD connectors:
o Entire Domain, One Subdomain or One OU
o All Users/User Groups/Printers/Computers or pick specific ones
Run As account used for connecting to AD – use Test Connection button to validate
Cross-forest supported when there is two-way trust
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Configuration Items created by AD connector
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Integration with System Center Configuration Manager
Configuration Manager 2007 SP1 provides a distributed infrastructure for discovery and collection of
hardware and software inventory information, software deployment, software updates, and
configuration management. The information that is collected by Configuration Manager can be
imported and then stored in the Service Manager CMDB by using a Configuration Manager Connector.
Importing assets by using a Configuration Manager Connector can add details about a configuration
item that has already been imported by using an AD Connector, or add new configuration items that do
not exist in Active Directory. You can configure multiple Configuration Manager Connectors to import
data from different Configuration Manager Site Databases. By using a Configuration Manager
Connector, you can also import configuration baselines from Configuration Manager and then use that
to automatically generate incidents for non-compliant configuration items
Sync computer data into Service Manager Configuration Items
Hardware Inventory
Software Inventory
Software Updates
Asset Intelligence top console user as primary user of computer
Create incidents from Desired Configuration Management (DCM) errors
Request software application installation (machine-based provisioning)
Create one connector instance for each primary site
Initial sync to populate SMDB will take some time
e.g., 10K computers will take several hours

Progress can be tracked in event log
Select which collections of computers to import data
Need to get name of server with ConfigMgr DB and name of ConfigMgr DB instance (e.g., SMS_SVC)
Run As account used to access ConfigMgr
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• Needs ConfigMgr SQL DB permissions for smsdbrole_extract and db_datareader
• Test connection button to validate
Initial synchronization then daily sync
o CIs are created for new objects
o For existing CI, data is merged
Connector can be disabled to stop automatic sync
o Will not stop already running synchronization
Deleting the connector also deletes all CIs that were not modified from other sources
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Create Incidents from DCM
Create Incidents automatically from DCM compliance errors
Need to select DCM Baselines and CIs from which to create Incidents
Connector will sync all DCM compliance errors
Workflow will create Incidents only for the DCM errors that were selected
One incident per computer and per noncompliant CI
Can create a lot of incidents
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Filters in Configuration Manager connector
Filter by collection (Only collections with content will show)
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Connector Integration with System Center Operations

Manager
The agents that have been deployed in Operations Manager have been gathering information about
configuration items that were discovered and as problems are being detected, alerts are generated.
There are two connectors available in Service Manager, an Operations Manager CI connector that will
import objects that were discovered by Operations Manager into the Service Manager database and an
Operations Alert connector that can create incidents based on alerts.
In order to import objects discovered in Operations Manager, Service Manager will need a list of class
definitions for these objects which we can obtain from the Operations Manager management packs.
Therefore, deploying connectors, you will have to import several management packs from Operations
Manager into Service Manager as shown in the following table
Management pack Purpose
Microsoft.SystemCenter.DataWarehouse.Library.mp Required for the Active Directory

management pack
Microsoft.SystemCenter.Datawarehouse.Report.Library.mp
Microsoft.Windows.Server.Library.mp
Microsoft.Windows.Server.AD.Library.mp Allows the connector to import

instances of Active Directory
services discovered by
Operations Manager.
Microsoft.SQLServer.Library.mp Allows the connector to import

instances of SQL databases
discovered by Operations
Manager
Microsoft.Windows.Server.2008.Discovery.mp Required for the IIS 2008

management pack
Microsoft.Windows.InternetInformationServices.Common.Library.mp Allows the connector to import

IIS Web sites discovered by
Microsoft.Windows.InternetInformationServices.2003.mp Operations Manager
Microsoft.Windows.InternetInformationServices.2008.mp
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After configuring the Operations Manager Connector, if you must later perform maintenance operations
on the Service Manager database, you can temporarily disable the connector and suspend the importing
of data. You can resume data importing by re-enabling the connector.
There are two types of connectors for Operations Manager 2007. The first type of connector, the alert
connector, is used to automatically generate incidents that are based on Operations Manager alerts. The
second type of connector, the CI connector, imports discovered objects from Operation Manager as
configuration items (CI) into the Service Manager database. Use the following procedures to create one
or both types of connectors.
There are two phases for creating the alert connector. The first part involves creating the alert
connector on the Service Manager management server. The second part requires that you start the
Operations Manager console and setup a subscription. The subscription you create must be unique for
the alert connector; no connector created to point to Operations Manager should have a subscription
which overlaps with any other Operations Manager internal connector. Both phases are described in the
following procedure.
When you create an Operations Manager alert connector, it polls Operations Manager every 30
seconds. When you create an Operations Manager CI connector, it synchronizes data from Operations
Manager every day at a specified time as defined in the configured schedule. In addition, you can
manually synchronize either connector at any time that you need to.
What is Synchronized
Create CIs from Operations Manager Discovered Objects
Create Service Maps from Services and Distributed Applications
How to Create a CI Connector
Initial synchronization then daily sync
o CIs are created for new objects
o For existing CI, data is merged
Connector can be disabled to stop automatic sync
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o Will not stop already running synchronization
Deleting the connector also deletes all CIs that were not modified from other sources
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Connector Integration with Opalis
Practical Tips for Connectors
Connector Administration
Create New Connector: using ‘run as’ accounts
Edit Existing Connector: can’t change data source
Enable/Disable Connector: use this to prevent new data from data source
Delete Connector: use this to remove data from data source
Sync Now: initiates request, does not mean sync is completed
Tracking Progress of Connectors
Connectors view shows connector status

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Event viewer (Look for ‘LFx Service’ events)
Each connector sync is an asynchronous collection of multiple “sessions”
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Configuration Management & Connectors Review

Questions
Which CIs should you put in the CMDB?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Which Connectors are supported by Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is imported from AD?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 12: Management Packs
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Service Manager is the Microsoft product for automation of IT Processes.
The product is essentially a platform providing services such as a central database, data warehouse,
forms infrastructure, knowledge base, workflow execution etc. On top of this platform we then build
several IT process automation implementations, such as incident…
In addition the product is seamlessly integrated with other System Center products such as
ConfigMgr and OpsMgr, as well as Microsoft Active Directory
The platform is extensible (via rich SDK and MP infrastructure) to allow for customizing and
extending out of box process workflows as well as partners introducing new IT processes. In this
session we will talk about how to extend those processes and add additional ones using IT Pro
friendly authoring tools.
Service Manager Extensibility
Service Manager Platform is driven via Process Management Packs
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Management Packs implement all or part of a process workflow – e.g. Incident Mgmt, Change
Mgmt, AD Connector…
Also used to customize and extend existing functionality
IT Process workflows implementing various processes such as Incident Management or Change

Management are introduced to the Service Manager platform using “Process Management Packs”.
Some of you who may be familiar with Operations Manager will recognize this concept – Service
Manager uses this same extensibility mechanism as Operations Manager. In fact, SM and OM share
many infrastructure components, as well as the Management Pack concept and much of the same MP
schema.
MPs can be further used to customize and extend out of box processes, as well as introduce new
processes to the SM platform.
What's in them really?
Contain definitions for all elements needed to implement a process :
o Data – classes, properties, relationships, templates
o Presentation – forms, views, tasks, reports…
o Automation – workflows, connectors, notifications
Physically – MPs are one or more XML files and supporting resources (images, binaries…)
Can be packaged in .msi for portability
o Microsoft/Partners to Customers
o Pre-production->Production
What’s in these Management Packs? Everything you need to define all or part of a process workflow.
This includes presentation components such as UI forms, templates, views or console tasks; object
model components such as the types of objects used in a given process, the properties of those objects
and their relationships to other objects; and automation components – everything that the system runs
automatically, like workflows, connectors, and notifications. In addition MPs can contain definitions of
queues, groups and reports associated with that particular process.
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Physically, MPs are one or more XML files, and a set of supporting resources needed by the components
defined in the XML files.
All of these files can be packaged in an .msi package for better portability and easier deployment to
various SM servers.
To customize and author new content in these MPs, Service Manager provides an Authoring Console.
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Classes defined in the model
The model defines classes for Config Items (resources managed by IT), Work Items (process
artifacts) and more
First of all we will review the model building blocks, and then the content of Config Items and
Work Items buckets
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Service Manager MPs
Incident Management
Problem Management
Change Management
GRC
Asset management*
*Not from Product Team
Groups
Group – a collection of CIs, optionally based on some object criteria. E.g. a “Dell Computers” group is a
collection of all Dell computers in the database
In Service Manager, groups contain objects. Typically, these objects are configuration items. Groups can
include collections of objects of the same class or of different classes. For example, you decide to create
the Exchange Servers group. You have several methods to do this. You can create a static group, a
dynamic group, or a combination of static and dynamic. A static group is defined by specific objects such
as “Exchange1” and “Exchange2”. A dynamic class is defined by inclusion rules. Inclusion rules are based
on comparing a formula to the actual property value of a configuration item.
Groups are used by
Role-based security scoping
View criteria
Report parameters
Notification subscription criteria
Groups can contain:
Include Members (Static)
Dynamic Members
Sub Groups
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Exclude Members
Groups can be stored in sealed or unsealed
When creating custom Groups they must be saved in unsealed MPs
For example, you want to restrict access to Exchange servers to only specific users. To do this, you
create a new group that is named Exchange Servers and add all Exchange servers in this environment.
Later, you can configure user roles to limit access to the Exchange Servers group to only the specific
users to whom you want to grant access. You can use the Exchange Servers group as criteria when
configuring views or notification subscriptions. You can also use the Exchange Servers group as criteria
for a report parameter.
Queues
In Service Manager, queues are used to group similar work items that meet specified criteria such as all
incidents that are classified by analysts as E-mail incidents. All work items in a queue must be of the
same type such as incidents, change requests, activities, or trouble ticket. Queues use membership rules
to determine which work items should be included in the queue. Queues membership rules are dynamic
and are periodically recalculated to ensure that the queue membership list is current.
You can create a queue to group work items with a specific type or with a specific priority. You can then
configure user roles to limit access to that queue to only specific users.
For incident escalation, you can use queues in various ways to speed the resolution of higher priority or
common incidents. For example, you can configure Incident Management to automatically escalate
specific incidents to a high priority queue
For example, you can use queues as follows:
In notifications, a queue can be used as criteria in a subscription to specify which work items to
notify about.
In security, a queue can be used in user role configuration to limit the scope of control that
groups of users have over work items.
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Lists
Lists in System Center Service Manager 2010 let you classify different objects such as incidents, change
requests, activities, or configuration items. A list represents a property of an object, and it includes one
or more list items. Each list item represents a possible value for the property.
Lists are used in forms and dialog boxes throughout the Service Manager console. Lists and list items let
users select a value from a predefined list of values. When you use lists, you can customize the console
to reflect the business practices of your organization. Additionally, Service Manager contains several
predefined lists, such as the Incident Classification list.
For example, when creating an incident, you notice that Printer Problems is an option under
Classification Category. At your company, some standard laser printers in your accounting department
might be used as specialized check-writing printers. To better route incidents, you want printer-related
incidents to be categorized as being either for standard laser printers or for check-writing printers.
Because lists are customizable, you can add a list item such as Laser Printers and Check-Writing Printers
to the Classification Category list when you create an incident. Optionally, you can build lists as a
hierarchy, for example laser printers and check-writing printers could be listed under printers.
To do this, you can add Laser Printer and Check-Writing Printer list items to the Incident Classification
list.
About List Items

You will observe that there are several default list items in Service Manager. It is important that you do
not delete the default list items. Each list item is defined by a globally unique identifier (GUID). Some of
the default management packs reference these list items by their GUID. Deleting a list item might cause
some management packs or workflows to fail.
If the default name causes an issue in your environment, for example, you see that by default, Service
Manager contains the item “Printing Problems” and want to replace it with “Laser Printing Problems”;
you can change the display name of the existing item thereby leaving the GUID intact.
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Forms
How Forms are Used
When the management pack that contains form definitions is imported to Service Manager the form
definitions are stored in the database. Later, when the user initiates a Service Manager console task that
requires displaying an object, the system must find a form to display the requested object. The system
accesses the database, searching for a form that has been defined for that object. If no form is defined
for the object, the system searches for a form that is defined for the object’s parent. And so the system
continues to search through the entire object’s inheritance hierarchy.
If Service Manager cannot find any form for the object or for any of its parent-objects - it dynamically
builds a default form called the generic form for that object.
Generic Forms
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The generic form is a system-generated form which can be sufficient for simple form usages. The generic
form is a quick and easy way to have access to a form as it does not require any user expertise.
By default the generic form displays all the properties of the form in a simple layout that you cannot
change - and further customizations are limited. You can specify which properties the form displays,
however, the generic form displays the properties of all the parent objects in the inheritance hierarchy
of the form and you cannot change that behavior. The generic form cannot be used as a basis for
customization. If you later define a custom form for that object – your custom form overwrites the
object’s generic form.
Incident Management Pack
The objective of Incident Management is to restore normal operations as quickly and cost-
effectively as possible with minimal impact on business or the user. Service Manager provides
tools to automate the key process elements defined in MOF:
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Incident detection and recording: Ensures all incidents are tracked and provides
information to aid with problem management.
Classification and Initial Support: Classification ensures that incidents are correctly
prioritized and routed to the proper support resources. Initial support processes allow new
incidents to be checked against known issues to facilitate quick resolution.
Investigation & Diagnosis: Provides a structure to troubleshooting (e.g. investigation,
diagnosis and resolution) till closure. The incidents are tracked and monitored throughout
the life cycle.
Resolution and Recovery: Provides the steps required to resolve the incident, often by
interfacing with the change management process to implement remedial actions. If the
incident is not resolved it is escalated.
Escalation: Provides handling for major incidents that requires a response beyond the
normal incident process. This includes management and functional escalations, effective
communications, and formal rollback plans.
Scenario:
Contoso’s IT department has decided to adopt MOF process framework for its customer service
operations. Rob Young elects to deploy Service Manager to automate the key process elements defined
in the MOF Customer Service Management Function. The out-of-the-box templates in Service Manager
accelerated implementation of the MOF process framework.
Key Features
Creating Incidents through Portal, Console
Automatically create incidents from Ops Manager, Emails,

DCM
Route/Classify Incidents using templates/workflows
Notifications on changes to Incidents
Escalation processes based on Incident’s properties
Linking incidents to change/CIs/Problem Management /

knowledge articles
Issuing Workorder/Activities for Incidents
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Incident Management process in Service Manager
Detection & Recording
Predefined, easy to use form
Templates
Create incident from:
E-Mail
Alert from Operations Manager
DCM non-compliant system from Configuration Manager
Classification & Initial Support
Define support queues
Predefined workflows for:
Self-service portal
Operations Manager Alerts
Configuration Manager DCM compliance
Notifications
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Investigation & Diagnosis
Operations Manager integration
Define and run Tasks (PowerShell)
Define Related Items
Problem
Change Requests
Knowledge
Services
General
Incident Activities
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Related Items
Resolution Default View

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Problem Management Pack
The objective of Problem Management is to resolve the underlying root cause of incidents and
consequently prevent incidents from recurring. Service Manager provides basic problem
management capabilities, that allows to manage problem records, link problem to
incidents/change requests, and create problem records from Incidents
Contoso’s IT department has decided to adopt MOF process framework for its problem
management function. Rob Young wants to ensure that IT department tracks recurring incidents
and gets to the root cause of those incidents. Al selects three different incidents that have what
appears to be the same root cause. He clicks the ‘Create Problem’ link in the task pane. On the
Problem form that comes up he fills in the information about what he thinks is the root cause of
the problem and assigns it to a person on his team to confirm. Once the problem is identified the
problem work item record is resolved and the related incidents are closed.
Key Features
Creating / Editing Problem Records
Linking Problem records to Incidents / Change
Auto resolution of Incidents associated with the problem
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Detection & Recording
Predefined, easy to use form
Templates
Create Problems from:
Incident
Problem record
Root cause unknown
Find Root cause
Challenge: When should you create your Known Error
Workaround known?
Know Error
Find root cause
Have a know workaround
Create Problems from:
Incident
A Problem can have one or more incidents associated to it.
When closing the Problem you can specify if all associated incidents should be closed with it.
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General
Related Items
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Problem Resolution
Default View
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Change Management Pack
The objective of Change Management is to ensure that standardized methods and procedures are
used for efficient and prompt handling of changes in controlled IT infrastructure. The goal is to
minimize the number and impact of any related incidents on production service.
Template Author creates a Change Template for different types of change requests and change
processes (e.g. patch all servers with the latest security patch). S/he defines default field values for
Activities and Change Request within the Template.
Change Initiator creates a new Change Request by selecting a Change Template. This brings a form
which is pre-populated from the Template. He then fills in the missing details in this form, and
clicks ‘Submit’. A new Change Request object (with attached activities) is created.
The newly created Change Request processes Activities within the Request. Each Activity may be
one of the follows:
Manual Activity contains instructions about manual steps in the process, for example, how to insert
a server blade into chassis. Activity Implementers get notified via email, perform the work, return
to the UI and mark their activities as completed or failed.
Review Activity contains a list of Reviewers, which are notified via email or IM that they need to
vote. The Reviewers then vote “for” or “against” by using SM console. Voting types include Auto-
approved, Unanimous or Percentage-based (e.g. “Majority”). If the result of voting is “Approved”,
Change process goes to the next activity in the list. If the result is “rejected”, the whole change
request gets “Rejected” status and Change Owner should Cancel CR as rejected
Change Reviewers assigned to review activities approve or reject them; Activity Implementers
assigned to Manual Activities do what’s described in activity plan. Change Owner marks completed
Change Request as closed.
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Key Features
Out of box implementation of MOF / ITIL change management processes
Review stages and activities to facilitate full process automation
Creating RFCs directly from Incidents/Problems or CIs
Templates for Standard, Major and Emergency change requests
Templates for User provisioning and Service Requests and Patch Management Change
Requests
Change Management Process
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Change management Templates in Service Manager
Change Management
Standard Change
Standard Change Requests are pre-approved and used for low-risk pre-tested change
operations.
Security Release
Use Security Release template for security patch scenario. It includes typical steps for planning,
developing, testing and rolling out security patches in the IT Environment.
Emergency Change Request
Emergency Change Requests are used for urgent changes which should be implemented in less
than, for example, 24 hours and cannot follow normal change process. They should be approved
by Emergency Change Advisory Board and contain mandatory Post-Implementation Review. Use
them for urgent changes according to the Change Policy of your organization.
Major Change Request
Major Change Requests should be screened by Change Manager. Change Advisory Board
approves initial request and approves change deployment in two separate review activities. This
type of Change Requests also has post-implementation review as a last step in process. Use
Major Change Request template for high-risk and/or high impact changes according to the
Change Policy of your organization.
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Minor Change Request
Minor Change Requests can be approved by change manager. Use them for low-risk and low
impact changes according to the Change Policies of your organization.
General Windows
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Planning Windows
The following actions should be covered as part of the planning phase of change:
Implementation Plan
Risk Assessment Plan
Test Plan
Back out Plan
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Voting
Voting settings (Review)
Who should vote (Reviewers)
Approval Conditions (Unanimous, Automatic, Percentage)
Approval Threshold (x required for approval)
Reviewer (Has Veto, Must Vote, Decision)
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Default View Default Tasks
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Knowledge Management Pack
Knowledge Article (KA) is a Configuration Item in CDMB containing information about how to
resolve an issue or how to do an operational task in IT organization. KA can be linked to the other
Configuration Items or Work Items. KA UI can also show content of the external web pages and files
(TechNet KB Articles, Blog and Wiki Pages etc.)
Knowledge Author creates a KA Template using SCSM Template Authoring Feature.
You then create a KA using one of the KA templates. You can create a standalone KA from the
Configuration Management area, or you can create a KA from the context of existing Configuration
or Work Item. It the case, selected CIs and WIs will be automatically linked to the newly created
article.
Knowledge Author adds a URL to the KB article on Microsoft TechNet site. Knowledge Form shows
the content of that external document using browser control embedded into form. Knowledge
Author types in information into other fields of the knowledge article or copies and pastes it from
an existing document.
You can switch to the “Related Items” tab and links the article to the other knowledge articles,
Configuration or Work items.
If a Helpdesk analyst is trying to resolve an incident and wants to see any information relevant for
this incident. You can use search feature for searching in the Knowledge Base or in the external
sources of information using pluggable search infrastructure. Search gives you an existing KA. Then
you can link to that KA to the incident. Analyst then provides feedback using article rating feature
and adds optional comments.
Key Features
Managing knowledge articles
Searching knowledge articles
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Service Manager Management Packs Review Questions
Which Management Packs come with Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is a Management Pack?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Which types of Activities can be used with Change Management?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 13: User Roles and Functions
The User Roles platform consists of the following object types:

User Role Profile – a user role profile is a set of permissions such as ‘Create’, ‘Edit’,
‘Delete’, etc. granted over certain classes of objects in the system. For example – Create
Configuration Item is an example of a permission which is granted to a certain user role
profile. There are 11 user role profiles provided out of the box:
o End User
o Read-only Operator
o Incident Resolver
o Change Initiator
o Change Owner
o Activity Implementer
o Advanced Operator
o Author
o Administrator
o Workflows
o Report Users
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These user role profiles are fixed and it is not supported to change them or create new
ones.
User Role Scope – a user role scope is a scope of influence which is a subset of the whole.
For example – ‘All Computers in Building 44’. Scopes can be created from groups, classes, a
list of views, a list of tasks, etc. Some scopes such as groups are security boundaries. Other
scopes such as which views are shown to the user are only for presentation optimization
but don’t actually control what a user can do or which data he can see.
User Role – a user role is a combination of a user role profile + user role scope + users. For
example – Author (user role profile) + All Computers in Building 44 (user role scope) +
segroup\twright. There is one globally scoped user role for each of the user role profiles
provided out of the box.
Implied Permissions - there are some permissions which are granted based on the relationship
of a user to a given object. For example – any user that an incident is assigned to should have
permission to edit that incident. Implied permissions are created during the setup of the
product and are not configurable by an administrator using the console.
Some User Roles Cannot Be Created
When creating a user role, notice that four user roles are not listed:
Administrator
End Users
Report User
Workflows
These four user roles are created and populated during setup.
These user roles are used by Service Manager.
Administrator
The Administrator user role is global in scope; therefore, there is no reason for creating another user
role of this type
End Users
By default, the End Users user role contains a list of all authenticated users, and similar to the
Administrator user role, there is no reason for creating additional user roles like this.
Workflows
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Workflows might have to read and write to the Service Manager database. During setup, you are asked
to provide credentials for the Workflows user role, and it is this user role that will perform the required
actions on the Service Manager database
Report User
The Report User user role has one purpose in Service Manager: To find the computer hosting Microsoft
SQL Server Reporting Services (SSRS) for the user at a Service Manager console. When a user at a Service
Manager console tries to run a report, a query is made to the Service Manager management server
seeking the computer that is hosting the data warehouse management server. The Service Manager
console then queries the data warehouse management server seeking the name of the computer
hosting the SSRS. With that information, the Service Manager console connects to SSRS. The singular
purpose of the Report User user role is to make these queries. After the Service Manager console
connects to the SSRS, the credentials of the user running the console grant access as defined on the
SSRS. Because of the narrow purpose of this user role, there is no reason for creating another.
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Run As Accounts
The Run As Account infrastructure consists of the following object types:
Run As Account – the actual credential to be used. The credential can a Windows login (local or
domain) + password, community string, forms authentication login/password combination, etc. A
workflow activity can either run under the security context of a run as account or pass the run as
account credentials as part of a call to an external function.
Run As Profile – Run As profiles are an abstraction layer over a Run As Account. Many different
workflows, rules, activities, etc. can reference a Run As Profile. Depending on where the workflow is
executing or what the target is a different Run As Account can be substituted.
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Run As Account in Service Manager
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Service Manager User Roles Review Questions
Which elements make up a user role?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is a Run AS Account used for?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Which Service controls the access to Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 14: Using System Center Service Manager
IT-Process vs. tool
All activities and processes leave proof that the activity or process works as intended
Collect information that gives you data that supports your KPIs, to show the efficiency and
effectiveness of the process
Define your Requirements matrix
Define Technologies lists
Define Queues for escalations process
Define your resolution times
Define user roles
Define Technologies lists aka Classification Categories
Keep your world simple
People must be able to recognize technologies
Start simple and go more advanced as time goes by with your experience
Think about making a public list (user oriented) and an internal list (IT staff oriented)
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Priority Matrix
Understand what urgency is
How fast shall this be solved according to the business?
Understand what impact is
How critical is it to the business?
How many people are impacted?
Define in phrases what makes a low, medium, High urgency / impact
It’s low impact when….
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Resolution Times
Must be based on SLA / OLA
How much time to register?
How much time for first line?
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Define Support Groups for Escalations Process
Can IT-staff be member of multiple teams
Are there clear rules for when and how escalation to other Support Groups takes place?
Define Area Lists
Are used when you define Manual activities
Can be modified in Library -> Lists view
Define Incident Views
Which Teams need Incident views?
What should they see?
What should they be able to do?
Create Incidents?
Modify incidents
Read Incidents?
What should the Incident form look like?
Which parameters should these be filtered on in the view?
Incident Notifications
In which cases will users be notified in the Incident process?
When an incident is updated
When an incident changes category or priority
If an incident has been open for more than x hours?
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Problem Mapping to Service Manager
Define Problem User roles
Will you need more than one group to handle problems? What are the requirements to the
group(s)?
Are these groups represented as an AD group in Active Directory?
Are these groups also doing Incident Management?
Problem and Notifications
In which cases will analysts be notified in the Problem process?
When a Known error is known
When an Activity in completed
Change Mapping to Service Manager
Key Change Management Features
Change Request Consists of Multiple Activities
Activity is a Unit of Work tracked in SCSM
Review (“Review Stages”)
Manual (“Work Orders”)
Change Workflows are defined by activities contained in the Change Templates
Change Request Templates
Emergency, Standard, Minor, Significant, Major

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Service Requests/Provisioning
Hire/Fire
Patch Management
Create & Review Change Templates
Understand which Change Templates are needed to support the Change process
If needed an IT-Services mapping to templates can be used
Define Manual Activity for a Change
aka “Work Order”
Can be assigned to a person or to a group

( “Activity Implementer” )
Contains instructions on how to perform an activity
Can be marked as Completed or Failed
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Manual Activity Form
Review Activities
“Manual” – people approval needed
Auto-approved (for standard changes/Service Requests)
Voting logic
Unanimous
Percentage-based
Veto Rule
“Must Vote” Rule (DCR)
“Vote on behalf” – for change coordinators
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This slide shows which steps in the Change Process that can be done with Service Manager. Manual
Activities are white and Green are review Activities.
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Service Manager Incident Implementation Activities
Activity Type
Process (P)
Organization (O)
Tool (T)
Agree on overall process activity steps P
Agree on roles and responsibilities P, O
Configure SCSM to reflect roles T
Define KPI’s and measurements for the process P
Tailor SCSM to reflect reporting requirements T
Receive policy. Who Can submit and how to receive incidents P
Create Source list in SCSM T
Define how Service Monitoring interfaces to incident process P
Tailor SCSM & OpsMgr to reflect process T
Policy for Incident Record details. Required details in an incident record P
Tailor incident form to reflect policy T
Define Category policy. Define how to sort IT into SW, HW, NW, DB, Process etc. P
Define how to update Categories and interfaces to Change management P
Tailor SCSM to reflect Categories T
Define incident Status policy P
Tailor SCSM to reflect status policy T
Define policy for standard reply when new Incident/service request/RFC has been P
submitted
Tailor SCSM to reflect policy for standard when new Incident/service request/RFC has been T
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submitted
Define policy for distinguishing between Incident, RFC, Service Request P
Define policy for registering Service request. P
Tailor Service request forms to reflect Service request policy T
Define policy for raising an RFC P
Tailor RFC form to reflect policy for raising RFC T
Define Urgency, Impact and priority policy P
Tailor SCSM to reflect Urgency, Impact, priority policy T
Define procedure for searching existing Incidents P
Tailor SCSM to reflect Searching requirements T
Define Escalation procedure/policy P
Tailor SCSM to reflect Escalation procedure/policy T
Define Notification Policy (who to inform in case of Incidents depending on criticality) P
Tailor SCSM to reflect Notification policy T
Define policy for changing an incident to a problem P
Ensure and tailor link between Incident and Problem and ensure all required information is T
entered and handled
Tailor SCSM to reflect the required Cause/ closing Codes T
Define closing & solution policy. What are required to change an incident to solved or to P
closed
Tailor SCSM to reflect closing / solution policy T
Define incident re-opening policy P
Tailor SCSM to reflect re-opening policy T
Define standard Incident reports P
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Service Manager Change Implementation Activities
Activity
Organization (O)
Tool (T)
Agree on overall process activity steps P
Agree on roles and responsibilities P, R
Configure SCSM to reflect roles T
Define RFC submission policy. Who Can submit and how to receive RFC’s P
Create Source list in SCSM T
Define procedure for how to fill out an RFC and minimum requirements P
Tailor SCSM to reflect RFC requirements T
Define procedure for standard answer to Change Requestor P
Tailor SCSM to reflect requirements for Standard answer to Change requestor T
Define Policy for Change and RFC status P
Tailor SCSM to reflect requirements for Change/RFC policy T
Define policy for RFC priority (Low, Medium, High, Emergency) P
Tailor SCSM to reflect RFC priority T
Define policy for change category (Emergency, Major, Significant, and Minor. P
Tailor SCSM to reflect Change category policy T
Define CAB’s (minor, Significant, major, emergency, unauthorized change) CAB policy P, O
Sign stakeholders (employees, vendors, users, process owners etc) into the various T, O
CAB’s in SCSM
Define impact analysis policy (Technical. P
Service management, Financial, Business, Resource management.) to ensure LMG
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knows how to assess new RFC’s
Tailor SCSM to reflect the required background details about impact analysis. T
Define standard answer to Change requestor P
Tailor SCSM to reflect standard answer to Change requestor T
Define format and policy for forward schedule of change (FSC) P
Tailor SCSM to reflect requirements for FSC T
Define policy for change owner P, O
Tailor SCSM to reflect the Change owners T
Define interfaces to Release management (build, test, deploy) P
Reflect interfaces and data requirements for Release management I SCSM T
Define requirements for notification policy. Which stakeholders, users and processes P, O
should be informed upon change closure/completion?
Tailor SCSM to reflect Notification policy T, O
Policy for updating CMDB P
Tailor SCSM to reflect data requirement for CMDB update T
Define policy for closing a Change record P
Tailor SCSM to reflect data requirement in relation to Change closure T
Define Policy for Post implementation review (PIR) P, O
Tailor SCSM to include activities and members in PIR T, O
Define KPI’s P
Tailor SCSM to reflect KPI reporting requirements T
Define standard Change reports P
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Service Manager Using the Product Review Questions
What are the two things that should be collected when implementing processes into a tool?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Mention two activities that should be done when implementing incident into Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Mention two activities that should be done when implementing change into Service Manager?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 15: Data Warehouse and Reporting
Business intelligence is key to managing and measuring the state of any business. While there will be
commonalities in how each customer measure and report there will still need to be the flexibility and
agility for them to adapt the data they gather and report. System Center Data Warehouse and Reporting
will give them this capability.
The Data Warehouse will allow for customization of what data is brought in for reporting and analysis.
The Data Warehouse will also allow data from other external stores to be loaded (via the CMDB) giving
customers the ability to report on any specialized data that is important to them running their business.
Reporting is integrated tightly with SQL Reporting Services with the main user interface being via the
console so that users can have a richer and more contextual experience than they would get via the SRS
web UI. With the SQL Reporting Services integration SCSM will take advantage of the subscription and
publishing mechanisms including publish to SharePoint. There are many reporting extensibility and
customization options that allow customers to either modify existing or create entirely new reports to
meet their business needs.
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About Managing the Data Warehouse
So what exactly is the data warehouse?
It’s a set of databases and processes to populate those databases automatically. The end goal is to
populate the data mart where users will run reports and perform analyses to help them manage their
business.
A data warehouse is optimized for aggregating and analyzing a lot of data at once in a lot of different,
unpredictable ways. This differs from transactional processing systems which are optimized for write
access on few records in any given transaction , and those transactions are very predictable in behavior.
Data Warehouse Job Description
MPSyncJob This job synchronizes all the management packs from the Service
Manager source. These management packs define the content of the
data warehouse. This job starts to run as soon as you register the Service
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Data Warehouse Job Description
Manager management group and takes several hours to complete on its

initial run. For more information, see ”Register with Service Manager
Data Warehouse” in the System Center Service Manager Deployment
Guide (http://go.microsoft.com/fwlink/?LinkId=129134).
DWMaintenance This job performs data warehouse maintenance, such as indexing and
updating statistics. This job will automatically run after the MPSyncJob
has finished.
Entity (or Grooming) Grooming functions typically involve activities on the data warehouse
that remove data based on a configurable time period.
Extract This job retrieves data from the Service Manager database. This job
queries the Service Manager database for the delta data from its last run
and writes this new data into the DWStagingand Config database in the
data warehouse. There are two extract jobs in Service Manager: one for
the Service Manager management group and the other for the data
warehouse management group.
Transform This job takes the raw data from the staging area and does any cleansing,
reformatting, and aggregation that is required to get it into the final
format for reporting. This transformed data is written into the
DWRepository database.
Load This job queries the data from the DWRepository database and inserts it
into the DWDatamart database. The DWDatamart is the database used
for all end user reporting needs.
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To ensure quick access to the information you need, we’ve designed the warehouse using industry best
practices following the Kimball conformed dimensional modeling techniques. This means that when you
import management packs to extend the schema, dimension tables are created or altered to represent
classes and their properties, whereas fact tables are created to represent relationships and store
measures.
Using these techniques has many benefits, and when it comes to building reports one of the most
evident is the impact of conforming the dimensions. The various classes in the class hierarchy are
flattened to simplify accessing the information via SQL queries.
When you import MPs, depending on their content you may end up altering existing dimensions,
creating new fact tables and/or dimensions, and there may be relationships defined between the
existing objects and the new objects.
The data warehouse infrastructure automatically takes care of all of that complicated stuff for you,
included producing the code which ensures the new tables are up-to-date with the latest data and
maintained to ensure optimal report performance.
Facts and Dimensions form the heart of data warehouse
Facts are the metrics (eg: numbers)
Facts cannot be used without their dimensions
Dimensions are those attributes that qualify facts
Dimensions give structure to the facts
Dimensions give different views of the facts
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Operations Manager Reporting supports the following report types:
Published reports
These reports are automatically available in the Console after you install Service Manager and the
Reporting feature. These predefined reports are generic, allowing you to easily configure them to
meet the needs of your organization.
Linked reports
These reports are based on existing reports from the Generic Report Library. These reports are
defined in custom management packs, and they are available in the console, in the Reporting pane.
Custom reports
These reports are authored from queries that you build in Microsoft Visual Studio. There are several
levels of customization: simple, moderate, and advanced.
Report solution
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These reports are defined with Visual Studio and are available in a management pack. This
customization requires the highest level of expertise.
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Anatomy of Extract, Transform, Load (ETL)

ETL works in this way
Extract is built specifically for processing high volumes of data from multiple sources and allows
for moving the data into an area that is built for manipulating the data.
Transform processes are built for optimization of complex logic and integration operations. This
is where a lot of the heavy lifting occurs.
Load is built for transferring the data that has already been processed into its target destination
in a bulk manner.
Extract
The Extract process begins on a schedule interval. Extract is the process which grabs the raw
data from your OLTP store, which in this case is the Service Manager CMDB.
Extract queries Service Manager for the “delta” data from its last run.
This new data is written into the DWStagingandConfig database in the same basic form as it is in
the CMDB
Transform
The Transform process begins on a scheduled interval.
Transform takes the raw data from the staging area and does any cleansing, reformatting,
aggregation, etc. that is required to get it into the final format for reporting.
This transformed data is written into the DWRepository database.
Load
The Load process begins on a scheduled interval
Load queries the data from the DWRepository database
The transformed data from DWRepository is inserted into the DWDatamart database. The
DWDatamart is the database used for all end-user reporting needs.
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Reporting
One of the methods that you can use to gather data is Service Manager reports. Service Manager
reports enable you to collect and view data and trends from across the business environment. For
example, you can generate a report that shows the number of incidents that occur in a specific time
frame. You can then use that information to calculate the cost of each incident (in hours) and also to
identify any trends and take preventative measures to reduce the cost and occurrence of incidences.
Reports are viewable for all Service Manager console users in Reporting. If users can view work items,
they can also view reports in work item task lists. Any user can export report data from a report they
view. Exported reports are saved in a variety of file formats.
Reports are run from the Console, not the SQL Reporting Services Webpage
Multi-language support, driven by the Users locale
Supporting for linked reports
Support for saving parameter definitions to a favorite report
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Reporting Types:
Favorite Reports
After you have run several reports and determined the best parameters to use to customize the report
contents, you can save a report to the Favorite Reports folder. This enables you to run the report
directly from the Reporting view, without having to specify parameters.
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Linked Reports
A linked report is a shortcut to a report—it is similar to a program shortcut on your desktop. A linked
report is derived from publicly defined reports from any management pack. A linked report retains some
of the original report's properties, such as the report layout. Other properties of the linked report, such
as parameters and subscriptions, can be different from the original report.
While viewing the report, click the Action Menu menu, and then click Create a linked Report.
In the Create a linked Report dialog box, type a name for the report, and select the destination
folder and the MP where you would like to save it.
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Export report data

You can export a report into several different types of files, which enable you to use the data from
reports in different tools. For example, you can export the report data into a comma-separated value
(CSV) file and then import it into Microsoft Office Excel.
Out of the box reports
Activity List Change Request List

List of Activities List of Change Requests
Manual Activity Details Change Request Details
Review Activity Details Change Management Metrics
Activity KPI Change Request Distribution
Activities Distribution Change Management KPI Trend
List of Review Activities w/ List of Change Requests w/ Activities
Reviewers
List of Manual Activities w/
Impacted Configuration Items
Incident List Change Request List

List of Incidents List of Problems
Incident Analyst Problem Details
Incident Resolution CIs to Incidents
Incident Detail Problem KPI
Incident Metrics
Incident KPI Trend
Incident Time Profile
Incident Time in Status
Incident Backlog
Incident "Activity"
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Service Manager Dashboard

Easy to use, customizable Web interface.
Built on Windows® SharePoint® Services
Free Solution Accelerator, and fully supported by Microsoft.
Key features of the Dashboard include:
Easy access to key information using the Service Manager console or browser
Centralized view of Service Manager data sets
Data can be viewed in graph, table, or Dundas gauge formats
You can create custom dashboards for different departments, based on site user’s group
membership.
Will be downloadable from TechNet early Summer 2010
Watch blogs.technet.com/servicemanager for more details
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Service Manager Data Warehouse & Reporting Review

Questions
How many Databases does the Data Warehouse consist of?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is ETL and how does it work?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is a linked Report and how do you use it?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 16: Self-Service Portal
The self-service portal is the primary gateway for end users to interact with the IT organization (and
effectively with all of System Center). The portal enables end users to service themselves for
frequently requested services and thus reduce IT support costs.
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Self-Service Architecture
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Service Account
Must be Local Admin on Portal, SM MS, and SQL Server
Must have System Admin Rights on SQL Server
Use SDK Service Account When Installing the Portal
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Portal Internals
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End-user Portal
The Self Service Portal for End-users consists of the following object types:
.aspx web pages – these web pages host the web parts and provide various landing pages for
different features. The web pages can link to each other such as from the home page to a
specific page for viewing the status of submitted requests.
web parts – these web parts are hosted on the ASP.net web pages out of the box in Service
Manager to reduce the deployment time and complexity by not requiring Microsoft Office
SharePoint Server (MOSS) or Windows SharePoint Servers (WSS) to be installed ahead of time.
Customers can deploy the web parts we provide out of the box on a WSS or MOSS server if
they want to have more flexibility in the composition of the web parts, customize the look and
feel of the portal significantly, or want to integrate our web parts into an existing portal they
might already have.
These are the web parts we provide out of the box:

My Information – This is a simple web part which looks up basic information (full name,
telephone number, email address, etc.) about the user from the CMDB and displays it to
the user. The purpose of this web part in v1 is simply to provide the user with the feeling
that the IT organization knows who he/she is.
Tools – This is a simple bucket of buttons which link to other URLs where an IT organization
might have other self-service experiences –for example a link to the FIM portal for self-
service password reset.
Announcements – This is a simple list of announcements from the IT organization to the
end users. One of the main intents is to reduce incident submissions for known issues.
My Requests – This web part shows all requests that the user has filed that are still not
closed so the user can see the current status at a glance on the home page. The user can
click a link from this web part to create a new request.
Knowledge Search – This web part allows the user to search the CMDB knowledge base to
solve the problem using a simple text search. This web part also has a link to the advanced
search experience which is part of the Knowledge Search Results web part. Finally, a list of
top knowledge articles can be posted here by the IT organization.
Knowledge Search Results – The knowledge search results web part shows a list of
knowledge articles that match the search query. At the top of the web part the user can
initiate another simple or advanced search.
View Knowledge Article – When a user clicks on a knowledge article in the knowledge
search results web part the actual content of the knowledge article is shown in the View
Knowledge web part. This web part also allows the user to provide a rating and feedback
about the knowledge article.
New Request – The new request web part allows the user to create a new request for
assistance. The user chooses a contact method, classifies the problem, provides a
description and optionally specifies which computer the problem is about and attaches a
file.
Requests List – Once a user has submitted a request for assistance he can see details about
those requests in the request list web part.
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Self-service software provisioning - The self-service software provisioning web part allows
the user to select a software title to install. Through back end integration with
Configuration Manager the software is deployed to the user’s computer.
Confirmation – this is a generic web part used to show the user a confirmation after
submitting a new request for assistance, updating a request, requesting software, etc.
Password reset – a user can reset their domain user account via the ILM Self Service Portal.
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Self Service Portal – Analyst
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Service Manager Self Service Portal Review Questions
Which two personas does the Self-service Portal target against?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name three functions / service that the End-user portal provides?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name three functions / service that the Analyst portal provides?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 17: Maintenance
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Operations Review Meeting

The Operations Review is primarily concerned with assessing the effectiveness of an organization’s
internal operating processes. These processes play an essential role within an organization because they
provide the foundation for delivery of automated business services.
Process for Operations Review Meeting
Maintenance
Backup & Recovery
Backup All SCSM Databases
Backup Encryption Key on Service Manager Server
Test restore for Service Manager
Test Failover Scenarios
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IT Announcements
Users can view announcements that the IT organization posts, which allows them to learn about
upcoming events or news items that affect their services (such as planned maintenance outages or a
new version of software).
Used to tell End Users about IT Announcements
Can be viewed from the End User Portal
Can be created from the Service manager Console or from the Analyst Portal
Can be modified from the following Places
Analyst Portal
Viewing IT Announcements from the Service Manager Console
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Viewing IT Announcements from the Self Service Portal
Viewing IT Announcements from the Self Service Portal Analyst
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Notifications
The notification infrastructure provides a platform for sending automatic notifications as well as ad
hoc communications between the IT organization and the end user. There are essentially 3
different ways to send notifications in Service Manager:
1. Ad hoc notifications – a simple Send dialog like Outlook can be launched from the context
of a particular incident for example.
2. Workflow notification activities – as part of a larger backend workflow, notifications can
be sent to users involved in the workflow.
3. Notification subscriptions – users can subscribe to be notified when instances of CIs or WIs
match their criteria.
The notification platform consists of the following object types:

 Notification channels – There are one notification channels in v1 of Service Manager –
SMTP (email). SIP (instant messaging), and SMS (text messaging) will be added in the
future. Each of these channels is configurable by the administrator to use the SMTP and
SIP servers and modems in their organization. All communications to/from Service
Manager use these configured communication channels.
 Notification templates – Notification templates allow the IT staff to send consistent
messages. These templates can be created for any of the three supported communication
channels. Email templates can have HTML formatting. All templates can have ‘substitution
strings’ in them which allow for the system to insert context-aware properties. For
example, when sending the user an email to inform him that the IT organization the
substation string $ID$ can be replaced with the actual ID of the incident. Notification
templates can be included in Management Packs to be delivered as part of a process
management pack or to move from pre-production to production.
 Notification subscriptions – Notification subscriptions allow a user to subscribe to be
notified about something they are interested in. For example, an IT team lead might want
to be notified about any new incidents which enter his team’s queue. An asset manager
might want to know about any changes to any of the computers in his scope of control.
Notification subscriptions are comprised of a query for instances which match certain
criteria using the generic subscription module, a set of templates (1 per channel), and a list
of recipients. Notification subscriptions can be included in Management Packs to be
delivered as part of a process management pack or to move from pre-production to
production.
 Notification recipients – recipients are instances of the User class which are added to
notification subscriptions. Each user can have an overall notification schedule and within
that overall schedule a schedule per device.
 Notification end point – a notification end point is either an email address (SMTP channel),
IM address (SIP channel), or phone number (SMS channel). A notification recipient can
have many notification devices.
 Notification workflow activity – a workflow activity which processes notifications requests
and sends notifications on to the right users to the right device on the right channel.
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 Solution workflows – some solution workflows can include the notification workflow
activity in them to send notifications to users involved in the workflow.
 Ad hoc notification dialog – A dialog used to send emails from the context of a particular
incident, change request, etc. to another user – typically the end user. The email is sent
using the SMTP notification channel and therefore appears to be coming from the Service
Manager system and not from a particular IT team member.
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Service Manager Maintenance Review Questions
How can you review your processes?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What are IT Announcements used for and where can they be found?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What are Notifications and who can use them?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Module 18: Extending Service Manager
Authoring Console
The Service Manager Authoring Console version 1.0 primarily targets customization and extension
scenarios for IT Pros, and as such it is drag-and-drop oriented, designer-style and no coding is required
to create content in it.
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The 3 main functions in the tool are:
Forms Customization
The Forms Designer enables IT Pros to customize the out-of-box presentation of data shipped
with solutions without coding
Change layout and style of forms, add branding
Show/hide fields
Expose new CMDB data on forms by adding new fields and binding to class properties
Form customizations are stored as XML in the Management Pack and automatically applied at
runtime to the original WPF form
Multiple levels of form customizations are supported
Extending the CMDB with additional data to track
Extending an existing WI or CI class (e.g. Incident, Computer) and adding properties to it
Creating a new class with new properties (e.g. track additional assets)
Adding relationships between classes
Extension properties can be used on customized forms
A new class can be rendered in new forms, or leverage the dynamically-generated form feature.
Customizing and extending Process Automation by composing new Workflows using a rich set of IT-
focused activity libraries.
Workflow Designer enables IT Pros to compose new workflows by dragging and dropping
various activities from a library
Leveraging Windows Workflow Foundation
Rules can be defined for when workflows are triggered, on a schedule or watching for changes
in CMDB data
Workflows and rules are defined and referenced in MPs
Extensible WF Activity Library contains Service Manager Activities (e.g. Create Incident) as well
as other common IT automation tasks (e.g. Add User to AD Group)
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Extending Classes
Creating New Classes

The CMDB schema can be extended to accommodate new types of CIs and work items (WIs) –
really anything!
This will allow the possibility of defining CI types which are not pre-defined by AD, Operations
Manager or Configurations Manager
CSV files can be used to create and update objects of those new classes
Using the Authoring Tool or Creating a Management Pack in XML.
Define Class Name and Friendly Name
ID element
Name
References
CSV files can be used to update CI types in an automated manner.
ClassType Example
Authoring Forms
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What is a Service Manager Form?

A Service Manager form is a UI window for displaying information about an object in the database and
for allowing users to add or edit objects. E.g. the “Incident” form displays information about a selected
incident in the database.
A form is targeted to a class or type projection
If the form needs to display values from related objects, a projection is needed
Form fields are bound to target class or type projection properties
Forms can be further customized using a graphical form designer:
Adjust look and feel of existing forms – change layout, labels, fonts etc.
Add/remove fields on forms to customize information displayed
Add new forms for new object types in the system, new custom controls
The Form consists of:

A WPF form in a .NET assembly (dll)
New forms are developed in VS or Expression
A Management Pack element
Defines what objects this form targets, i.e. represents
When the MP is imported, the form is stored in the CMDB, and provided on demand to the console
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When an SM Console user requests to view or change a CMDB object (e.g. Incident, Computer etc.), the
system looks up the appropriate form based on targeting and displays it.
Form Customization
Out-of-box forms can be customized by customers to adjust to organization needs
Customizations are done in the SM Authoring Tool
Does not require any code additions
Change layout of controls on the form
Add fields for existing or new object properties
Hide existing fields
Form customizations are stored in the Management Pack and travel with the form.
Workflow
Customizing and extending Process Automation using Workflows
Workflow Designer enables IT Pros to compose new workflows by dragging and dropping
various activities from a library
Leveraging Windows Workflow Foundation
Rules can be defined for when workflows are triggered, on a schedule or watching for changes
in CMDB data
Workflows and rules are defined and referenced in MPs
Tool generates WF workflow dll
Out of box Activity Library contains :
Service Manager Activities, e.g. “Create Incident”
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Powershell script activity (CMD and VBS to come)
Common IT automation tasks, e.g. “Add User To AD Group”
Control flow Activities, e.g. If/Else
Activity Library is extensible so 3rd part WF activities can be added and used
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Service Manager Extension Review Questions
What can you do with the Authoring Console, give three examples?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What is needed if new CI types need to be added to the CMDB?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
What are forms and when should you use a Generic form instead of a Custom form?
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Module 19: Troubleshooting Service Manager
Lesson objectives
 Installation
 Troubleshooting Service Manager Server & Console
 Troubleshooting Service Manager Data Warehouse & Reporting
 Connectors
 Troubleshooting Self Service Portal
Troubleshooting Installation
Installation Logs
A log file, SCSMInstall.log, captures the progress of the installation. You can use this log file to
troubleshoot a failed installation. You can find this log file in the %temp% folder. To troubleshoot
installation problems, you can open the log files and search for a line that reads Return Value 3.
The error condition will be above the line that reads Return Value 3 and there may be more than one.
Review the Command line entries in the log file near the top. They may give a clue about something
mistyped or other errors.
Enable Verbose Logging for the MSI Installer, since the Return Value 3 error can be generic and may in
some cases not give the exact cause of failure.
Follow Microsoft KB http://support.microsoft.com/kb/223300 , (Windows 2000, XP, 2003) and / or
http://support.microsoft.com/kb/958041 ( Windows Server 2008, Vista and Windows 7), enable
Verbose Logging for the MSI Installer and re-run the setup to get a detailed MSI report for the
installation failure.
Installation
Authorization Manager in Windows 2008 causes an error in Service Manager Setup when a case-
sensitive instance is selected. To avoid this, install Hotfix 970932.
The group of users must be in the same domain that Service Manager is in. Users from any other
domain, even child domains, are not supported.
The account you use to run Setup is automatically made a member of the administrator role in Service
Manager.
When User Name and password is given for System Center Management Configuration Service (Config
Service) for Service Manager Service Account, the same must be used for Data Warehouse Config
Service Domain Account
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Common Errors
 Do not Install Service Manager & Service Manager Data warehouse on the same server
 Do not name the Management Group for the Service Manager Server and Data Warehouse the
same
 Make sure you are local Administrator (direct member) on SQL Server when installing
 Make sure to disable firewall during install
 Make sure you do not have any GPOs targeting the server that could change settings under
install eg. Removing local administrators
Troubleshooting Service Manager Server & Console
Console won’t start saying SDK is not running

 Check the Data service is not running
 Check that Config and data Service can connect to the SQL Server (Windows Application
eventlog)
 Check that the time is synched between all Service Manager Servers and AD (Kerberos issue)
 Check SQL Instance is running hosting CMDB
 Check CMDB database for space and the logical drive it’s running on (SQL Error logs).
Troubleshooting Service Manager Data Warehousing &

Reporting
Registering the Service Manager Management Group with Data Warehouse Management Group
 Must be a member of the Administrator user role in both the Service Manager and data
warehouse management groups
 Must be a member of the users local administrator group on the data warehouse management
server
 If no reports are showing verify that you can access Reporting Services with DW integration user
Register with Service Manager Data Warehouse

 After the management packs have been deployed verify that the following jobs are showing:
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 When opening the Reporting pane is not showing and a message is shown
o Check Data Warehouse Workflows are running
o Check that Reporting Services is running on Data Warehouse Server
(http://Servername/reports)
o Check that the time is synched between all Service Manager Servers and AD (kerberos
issue)
o Check SQL Instance is running hosting Data Warehouse Server
o Restart the Data Access service if connectivity to the SQL server has been interrupted
for any reason.
o Check that the integration Task completed
 Use powershell
 Type Add-PSSnapIn SMCmdletSnapIn
 Type Get-SCDWJob
 Look for Failed
 Type Get-SCDWJobModule -JobName Transform.Common to get more info on
the job
Troubleshooting Connectors
AD Connector account
 Must be a domain account.
 Must be a member of the Users local security group on the Service Manager management
server.
 Must have permissions to bind to the domain controller that the connector will read data from.
 Needs generic read rights on the objects that are being synchronized into the Service Manager
database from Active Directory.
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ConfigMgr Connector account

 Must have ConfigMgr SQL DB permissions for smsdbrole_extract and db_datareader
 Example of a login failure from the Operations Manager Event Log:
o Log Name: Operations Manager
o Source: Lfx Service
o Date: 7/1/2009 5:35:40 AM
o Event ID: 3334
o Task Category: None
o Level: Error
o Keywords: Classic
o User: N/A
The ConfigMgr database name is case sensitive. Example: sms_001 will not work if the database
is called SMS_001.
OpsMgr Connector
 Must be a domain account.
 Must be a member of the Users local security group on the Service Manager management
server.
 Must be a member of the Operations Manager 2007 Administrator role.
 Use Run As Account for the OpsMgr Connector
 CIs not showing for OpsMgr objects
o Make sure the Operations Manager Management Pack holding that Object is imported
into Service Manager
Connector Sync Does Not Finish

 Event ID 3333 indicates the starting of a session when the sync is triggered
 Event ID 3339 indicates one session is done. Some sessions are for importing data from external
data sources
Removing Service Manager Connectors from Operations Manager

The connectors in Operations Manager cannot be removed through the UI. Create a PowerShell
script from the following:
param ( [switch]$Whatif)
$mg = new-object microsoft.enterprisemanagement.managementgroup localhost
$conad = $mg.GetConnectorFrameworkAdministration()
$GOODCONNECTORS = "Alert Sync:OpsMgr Alert Connector","Operations Manager
Internal Connector"
$connectors = @($conad.GetMonitoringConnectors()|?{$GOODCONNECTORS -
notcontains $_.name })
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if ( $connectors.count -eq 0 )
{
write-host -for red "No connectors to remove - exiting"
exit
}
"Removing the following connectors"
$connectors | ft name
$v = read-host "Press <ENTER> to continue or CTRL-C to stop"
if ( $whatif )
{
$connectors|%{ "Whatif: removing " + $_.name +" and cleaning up" }
}
else
{
$connectors | %{ $_.uninitialize(); $conad.Cleanup($_) }
}
NOTE: Use this script with extreme caution. This will delete all connectors that are not excluded.
Troubleshooting the Self-Service Portal
Self Service Portal is not running

 Check that the Certificates is working
 Verify that SSP Website is using the right Certificate
 Create another WEB site and use the certificate to check validation
 Make Sure the SM_AppPool is running under the SDK account in classic mode
 Check that Windows Authentication is enabled
 When installing SSP, the account you install it with must meet all of these conditions:
o Must be a local admin on the box
o Must be a sysadmin on the SQL installation (this is a known issue)
o Must be in the Service Manager Management Group
o Must be the SDK service account
o Make sure Firewall is not running on Service Manager Server of SSP server during install
o Make sure the Service Manager Database is deployed
o Make sure the install is running as administrator
In order for software provisioning to be successful :

 Deployed System Center Configuration Manager 2007 Sp1 to all Desktops using SSP
 Installed the Configuration Manager connector in Service Manager
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 Install an ActiveX control on any client computer that may request software (ActiveX control has
been included on Service Manager media)
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Intelligent Training De

Copyright©2010 Microsoft Corporation 1

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Copyright©2010 Microsoft Corporation 2

Jun 3 2011 9:34PM

Module 8: Organizational Analysis ............................................................................................................. 82

Copyright©2010 Microsoft Corporation 3

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Configuration Management.................................................................................................................. 135

Copyright©2010 Microsoft Corporation 4

Jun 3 2011 9:34PM

Service Manager Change Implementation Activities ............................................................................ 204

Copyright©2010 Microsoft Corporation 5

Jun 3 2011 9:34PM

Service Manager Extension Review Questions ..................................................................................... 246

Copyright©2010 Microsoft Corporation 6

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Copyright©2010 Microsoft Corporation 7

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What will you learn in this course?

1. Introduction of Instructors and Students (30 mins)

2. ITIL/MOF Overview (1.5 hrs)

1. Why people and processes matter

4. Change-, and Config. Management

3. Change Management (60 min)

4. Configuration Management (30 min)

5. Service Desk (30 min)

6. Incident Management (30 min)

7. Problem Management (30 min)

8. Reviews and Reports (15 min)

Module 8: Organizational Analysis

Module 9: Planning and Architecture Design

Module 10: Deploying Service Manager

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Module 11: Configuration Management and Connectors

Module 12: Service Manager Management Packs

Module 13: User Roles and Functions

Module 14: Operating and Using Service Manager 2010

Module 15: Data Warehousing and Reporting

Module 16: Self-Service Portal

Module 17: Maintaining Service Manager

Module 18: Extending Service Manager

Module 19: Troubleshooting Service Manager

Copyright©2010 Microsoft Corporation 9

Jun 3 2011 9:34PM

Contoso, Ltd. Scenario

R&D: Contoso has a large R&D department

15 production facilities in 3 continents

Over 3500 employees where the majority works in production

Contoso has two Data Centers:

Main Data Center in Atlanta

Other Data Center outside Stockholm in Sweden

Responsibility for “most IT equipment” and IT network only

No responsibility for backup of server infrastructure or mobile phones.

Poor relationship between R&D and rest of IT

Cause: High demand to IT and releasing IT without sufficient testing; lack of IT

Defense: Need short time to market to meet business need

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HR payroll (Handles payroll and staff information)

ERP System (Does accounting and controls orders and supply)

Monitoring tool is in place and operating on most servers

Backup System in place which is outsourced to another company

Anti-Virus is in place on all servers and workstations