Module 12:

Management Packs

1
Lesson objectives
Understand Management Pack Structure
Service Models
Understand the Process Management packs
Incident
Problem
Change
Understand Knowledge Management Pack

2
Service Models

3
System Center Service Manager
The Power is in the Integration

Self Service Service Level Compliance IT Business

Asset Management
(SW Provisioning) Management and Risk Intelligence

Incident and Problem Change

Management
Workflows
Portal
Knowledge Authoring
Base CMDB Data Warehouse

CONNECTORS
Active
Directory

4
Automated IT Process

Presentation

Process
Manual Activity
Activity Activity
Activity 2
2 Activity
Activity 3
3 Activity
Activity 4
4 Activity
Activity 5
5
/Automated 1
1
Activities

Data
CMDB, DW

5
Service Manager Extensibility
Process Management Packs

• Service Manager Platform is driven via Process

Management Packs

• 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

6
Process Management Packs
What's in them really ?

• Contain definitions for all elements needed to

implement a process :
• Data – classes, properties, relationships, templates
• Presentation – forms, views, tasks, reports…
• Automation – workflows, connectors, notifications

• Physically – MPs are one or more XML files and

supporting resources (images, binaries…)
• Can be packaged in .mpb (acutually a .msi) for
portability
• Microsoft/Partners to Customers
• Pre-production->Production
7
Management Packs
Service Manager MPs contain models
Formal definition of:
Types of object (classes)
Properties of classes
Types of relationship between objects
Supported by:
Views
User roles
Forms
Templates
8
8
Modeling Example - Buildings

9
Defining Types of Buildings
Building An office building IS A building
A residential building IS A building
An apartment block IS A residential building

Specializes
Office An apartment block IS A building
Building A single family home IS A residential
building
A single family home IS A building

Residential
Building

Apartment
Block

Single Family
Home
10
Building Attributes
Address
Building Construction Date
Number of Floors
Square Feet
Office
Building Employee Capacity

Number of Families
Residential
Building

Apartment
Block

Single Family Is Detached

Home
11
Building Attributes
Building Address Address
Construction Date Construction Date
Number of Floors Number of Floors
Square Feet Square Feet
Office Employee Capacity Number of Families
Building Is Detached

Residential
Building

Apartment
Block

Single Family
Home
12
Relationships

A person uses a building

A building contains rooms

A group contains buildings

13
Rooms

A building contains rooms

A building can have many rooms

A room belongs to only one building
The lifetime of the room is dependent on
the lifetime of the building
The identity of the room is within the
context of the building

14
Groups

A group contains buildings

A building can belong to any number of

groups
The lifetime of the building and group are
not related
The identity of the building and group are
not related

15
People

A person uses a building

A person can use many buildings

A building can have many people using it
The lifetime of the person and building are
not related
The identity of the person and building are
not related

16
Types of Relationships
Person Uses
Building
Building
Building Contains
Office Room
Building

Group Contains
Buildings
Residential
Building

Apartment
Block

Single Family
Home
17
Types of Relationships
A building contains a room (Hosting)
A group contains a building (Containment)
A person uses a building (Reference)

18
 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

Entity
Entity

Config
Config Work
Work Supportin
Supportin AdminIte
AdminIte
Item
Item Item
Item gItem
gItem m
m

KnowledgeArtic
KnowledgeArtic Change
Change
Logical
Logical Entity
Entity PhysicalEntity
PhysicalEntity TroubleTicket
TroubleTicket Activity
Activity UserPreference
UserPreference Information
Information Settings
Settings
le Request
le Request

Operating
Operating FileAttachemen
FileAttachemen
SoftwareItem Device Logical Device User Service Incident Problem ManualActivity Connector
SoftwareItem Device System Logical Device User Service Incident Problem ManualActivity t Connector
System t

Internal
Internal
Computer Printer LogicalDisk Domain User BusinessService SCOMIncident ReviewActivitiy WorkItem.Log WorkflowTarge
Computer Printer LogicalDisk Domain User BusinessService SCOMIncident ReviewActivitiy WorkItem.Log WorkflowTarge
t
t

Physical
Physical AD Printer DiskPartition AD.User SCCMIncident
Computer AD Printer DiskPartition AD.User SCCMIncident
Computer

Windows
Windows Processor AD.Group
Computer Processor AD.Group
Computer

Network
Network
Adapter
Adapter

19
Service Manager Example

Specializes
Entity

Logical Entity

Configuration Item

Operating System

20
Management Pack Types

21
Management Pack Formats
Unsealed (.XML)
Read / write MP in the Service Manager console
Import / export / delete allowed
Overrides allowed
Sealed (.MP)
Signed with a certificate
Read only
Import / delete allowed
Overrides allowed

22
Management Pack Formats

Certificate

MP Seal

Management Management
Pack (.XML) Pack (.MP)

23
Service Manager MPs
Incident Management
Problem Management
Change Management
GRC
Asset management* (Partner: Provance)

*Not from Product Team

24
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
Groups are used by
Role-based security scoping
Report parameters
Notification subscription criteria

25
Groups
Groups can contain:
Include Members (Static)
Dynamic Members
Sub Groups
Exclude Members
Groups can be stored in sealed or unsealed
When creating custom Groups they must be
saved in unsealed MPs

26
Lists
Lists

A List is an enumeration of values (optionally hierarchical) used to

constrain value choices for a given class property.

Example : a List used for the “Condition” property of a Projector

Projector
Projector

ProjectorCondition ••Serial
Serial Number
••Make
Number (key)
(key)
Make
New ••Model
Model
Working ••Location
Location
Broken •Condition
Being repaired
Projector
Projector

27
Queues
A collection of WIs based on some criteria.
E.g. a “High priority incidents” queue
contains all incidents of high priority.
Customize out-of-box queues or create new
queues
Queues are used by
Role-based security scoping
Report parameters
Notification subscription criteria

28
Console Tasks
Console Tasks

A Console Task is an action a user can take on an object

from the Service Manager console.
Examples : resolve an incident, ping a computer.

Console Tasks can be categorized to define in which

context they are available
for a given view, for a given class etc.
Typically every class must have at least a “Create” and an
“Edit” Console Task
Console Tasks can use values from the currently selected
object - e.g. ping a selected computer

29
Forms
Forms

A Form is a UI window for displaying information about an object in

the database and for allowing users to add or edit objects.
Example : The “Incident” form displays information about a selected
incident in the database.

Projector
Projector

30
Forms
Generic Form
The generic form is a system-generated form
which can be sufficient for simple form usages
A form is targeted to a class or type
projection
Form fields are bound to target class or type projection
properties
Forms can be modified via the Authoring
Console

31
Templates

A Template is a partially filled-out object, used to speed

up and standardize data entry.
Example : a “Printer Incident” object template may have
printer-specific fields pre-filled, or an “Incident
Resolved” notification template has pre-defined text to
send to a user in a notification.

32
Rules and Workflows

A Workflow is an automated series of operations

triggered by a condition.
Example - the “incident routing” workflow assigns an
incident to a queue based on its categorization.

SM uses Windows Workflow Foundation for workflows

The workflow and the condition together comprise a Rule.

E.g.
E.g. when
when E.g.
E.g. route
route to
to
incident
Rule incident
category
category ==
Print
Print support
support
queue
“Print Issue” queue
“Print Issue”
Condition Workflo
w
33
Connectors

A Connector is a component used to interact with another

system, typically for periodical synchronization of data.
Example: the Operations Manager connector interacts with
Operations Manager, brings in discovered entities and
generates SM incidents from OM alerts.

External Cache
DB
CMDB
Data Provider Data Consumer

Connector

Linking Framework

34
Reports

A report is a periodic or on-demand statement

summarizing current or historical data about objects in the
SM database.
Example - the “Overdue Incidents” report lists all incidents
which have not been resolved within an expected SLA.

Reports can be parameterized

Executed over data in the Data Warehouse

35
Languages

The Language Pack is a means for providing display

strings for all displayable elements in the product’s UI, and
for providing localized versions for these strings.

36
Incident Management Pack

37
Incident Management
Incident Management
in Service Manager

Escalate
No
Classification
Classification
New Detection
Detection &
& Investigation
Investigation Resolution
Resolution &
&
New &
& Initial
Initial Resolved
Resolved Close
Close Incident
Incident
Recording
Recording &
& Diagnosis
Diagnosis Recovery
Recovery
Support
Support

Workflow
Workflow control
control process
process
Routing,
Routing, Classification &
Classification & Communication
Communication

38
Incident Management
Restore Service Quickly

Accurate and Efficient

Recording
Automation through
workflows
Integrated Experience

•• Knowledge
Knowledge reduces
reduces timetime to
to
•• resolution
resolution
Problem
Problem management
management -- pro pro
•• Customer,
Customer,
active Partner
Partner
active approach
approach to and
and
to Incident
Incident
Analyst
Analyst
managementauthored
authored content
management content
•• Links
Links
Create
Createto
toproblem
External
Externalfrom
problem content
content
from
•• multiple
multipleRatings
Content
Content incidents
incidents
Ratings
•••• Link
LinkText
Full
Full problem
problem
Text Searchto
Searchto incidents,
incidents,
change
change requests
requests
•• Auto
Auto resolve
resolve incidents
incidents
39
 Incident Management Process
 Document the
 process
Visualize the
 process
Map the process

 Identify the sources for incidents

 End Users, Systems
Record
Record
 What are the artifacts to record ? Tier 1
 Incident, User Data, Computer data etc…
Yes
 Who are the users of the system ? Resolv
Resolv
ed
Closure
Closure
ed
 Tier 1 vs Tier 2 vs App specialists
Record
 What actions
Record
and decisions need to be made ? No
 Classification, Routing, Queues etc..
Classif Yes
 Escalation, Troubleshooting
Classif
yy // HR Apps Escala
Escala
No Continue
Continue
Route te Troubleshooti
Troubleshooti
 More… Route te
ng
ng

! Record
Record

Data Center
Alerts
Tier 2

Resolution
Resolution
Classification
Classification Queues
Queues Escalation
Escalation
Sources Record Routing Triage Closure
Sources Record Routing Triage Closure 40
Detection & Recording
Predefined, easy to use form
Templates
Create incident from:
Service Manager Console
E-Mail
Alert from Operations Manager
DCM non-compliant system from Configuration
Manager

41
Classification & Initial Support
Define support queues
Predefined workflows for:
Self-service portal
Operations Manager Alerts
Configuration Manager DCM compliance
Notifications

42
Investigation & Diagnosis
Operations Manager integration
Define and run Tasks (PowerShell)
Define Related Items
Problem
Change Requests
Knowledge
Services

43
Incident Management Pack
Incident Information
Required Fields
Title
Category, Impact & Urgency
Specify affected Services and Item
Specify Work items, CIs KAs

44
General

45
Incident Activities

46
Related Items

47
Resolution

48
  Document the

Service Manager Scenario

process the
 Visualize
 process
Map the process
 Implement the
process
Troubleshoots
Portal Workflow Service using
HR Web
Creates Creates Incident Manager Incidents Knowledge and
Request Service Maps
HR Apps –
Judy Using Niel
Portal
Relates Incidents
And Creates a
Problem Record
Email Workflow Assigns to Travis
Emails Creates Incident

HR Web
Judy Support
Mail Server SM Workflow
OM
Incidents
Resolves
Problem

!
Triggers OM Connector
Alert Creates Incident
Tier 2 - Resolves
Rob Incidents
Posts Notifies Users
HRWeb Errors Announcement
OM Server

Resolution
Resolution
Classification
Classification Queues
Queues Escalation
Escalation
Sources
Sources Record
Record Routing
Routing Triage
Triage Closure
Closure49
Incident Configuration
Incident Resolution Time
Priority Calculation
E-mail configuration

50
Priority Calculation
• Three levels for
Impact and Urgency
• Incident Priority is
automatically
calculated using
these settings

51
Define Resolution Times
Define resolution times
for each priority level
Used for evaluating SLA
in reports

52
Incident Creation from E-mail
• Configure SMTP
service in IIS
• Configure SMTP
Drop and Bad
folders
• Configure
processing
frequency

53
Default Views

54
Problem Management Pack

55
Detection & Recording
Predefined, easy to use form
Templates
Create Problems from:
Using Service Manager Console
Incident

56
Detection & Recording
Problem record
Root cause unknown
Find Root cause
Challenge: When should you create your Known
Error
Workaround known?
Known Error
Find root cause
Have a known workaround
Create Problems from:
Service Manager Console
Incident
57
Problem Management Pack
A Problem can have one or more incidents
associated to it.
When closing the Problem you can specify
if all associated incidents should be
Resolved with it.

58
Problem Management Pack
Problem Information
Required Fields
Title
Category, Impact & Urgency
Specify affected Services and Item
Specify Work items, ICs KAs
Specify: Error description (Know Error)
Workarounds & Review Notes (Major
Problem Review)

59
General

60
Related Items

61
Problem Resolution

62
Priority Calculation
• Three levels for
Impact and Urgency
• Problem Priority is
automatically
calculated using
these settings

63
Default Views

64
Change Management Pack

65
Change Management
Minimize errors and reduce risk

Standard processes
Introduce changes in IT
environment
Minimize disruption to
ongoing operations
Efficiently create change
requests through
templates
OOB Change Models
Easy to Configure
Integration with CMDB,
Incident, Problem Mgmt

66
 Change Management
Change and Configuration SMF
Approve
Approve &
&
Baseline
Baseline Classify
Classify Develop
Develop &
& Test
Test Validate
Validate &
&
Initiate
Initiate Change
Change Schedule
Schedule Release
Release Change
Change
Configuration
Configuration Change
Change Change
Change Review
Review Change
Change
Change
Change

Define
Define Validate
Validate
Identify
Identify Route
Route Change
Change Design
Design the
the
Configuration
Configuration Initiate
Initiate an
an RFC
RFC Release
Release Change
Change Technical
Technical
Priority
Priority to Approval
to Approval Change
Change
Data
Data Success
Success

Check
Check Process
Process Identify
Identify Validate
Validate
Audit
Audit CMS
CMS Identify
Identify Stabilize
Stabilize the
the
Technical
Technical Standard
Standard Configuration
Configuration Business
Business
Content
Content Category
Category Change
Change
Configuration
Configuration Changes
Changes Dependencies
Dependencies Success
Success

Get
Get final
final Audit
Audit
Check
Check Business
Business Update
Update the
the Build
Build &
& Test
Test
Analyze
Analyze Impact
Impact Customer
Customer Configuration
Configuration
Process
Process RFC
RFC Change
Change Approval
Approval Database
Database

Identify
Identify Approve,
Approve, Document
Document &
& Communicate
Communicate
Review
Review Change
Change
Business
Business Reject
Reject or
or more
more Communicate
Communicate and
and Record
Record
Readiness
Readiness
Impact
Impact Info
Info Change
Change Change
Change

Transfer
Transfer
Update
Update the
the Update
Update the
the Update
Update the
the Update
Update the
the
Ownership
Ownership to
to
RFC
RFC RFC
RFC RFC
RFC RFC
RFC
Operations
Operations

Update
Update the
the
RFC
RFC

67
Baseline Configuration
Define Configuration Data to Track Baseline
Baseline
Configuration
Configuration

Create Change Request from any Define

Configuration Item or Work Item

Define
Configuration
Configuration
Data
Data

Fields automatically populated Audit

Audit CMS
CMS

Use Related Items to link to Incidents,

Content
Content

other Change Requests or Problem

Records
Audit CMS Content
Can be performed by Change Initiator or
Change Owner

68
Initiate Change
Initiate an RFC Initiate
Initiate Change
Change

Open a CR directly or from CI or WI

Check Technical Configuration Initiate
Initiate an
an RFC
RFC

If created from CI or WI, automatically

validated.
Check
Check
Technical
Technical
Configuration
Otherwise add to Configuration Items to
Configuration

Change Check
Check Business
Business
Process
Process
Check Business Process
Select People to notify
Identify
Identify
Business
Business
Impact
Impact
Identify Business Impact
Enter Impact and Risk
Update
Update the
the
RFC
RFC

Update the RFC

Automatically as you save the form
69
Classify Change
Identify the Priority Classify
Classify
Change
Change

How soon change will be released

Identify
Immediate, High, Medium, Low
Identify
Priority
Priority

Also fields for Impact and Risk Identify

Identify

Identify the Category

Category
Category

Implemented by Templates
Update
Update the
the
RFC
RFC

Standard, Minor, Major, Emergency

Update the RFC
Automatically as you save the form

70
Approve & Schedule Change
Route Change to Approval Approve
Approve &
&
Schedule
Schedule
Change
Change

Add Change Reviewer at Process tab

Route
Route Change

Process Standard Changes

Change
to
to Approval
Approval

Use Standard Change Template Process

Process
Standard
Standard

Analyze Impact
Changes
Changes

Use Impact and Risk fields Analyze

Analyze Impact
Impact

Approve, Reject or request More Info Approve,

Approve,
Reject
Reject or
or more
more

Approve Review Activity

Info
Info

Update the RFC

Update
Update the
the
RFC
RFC

Automatically as you save the form

71
Develop & Test Change
Design the Change Develop
Develop &
& Test
Change
Change
Test

External activity
Design
Design the

Identify Configuration Dependencies

the
Change
Change

Use Related Items tab Identify

Identify
Configuration
Configuration

Build & Test Change

Dependencies
Dependencies

External Activity or create Tasks for

Build
Build &
& Test
Test
Change
Change

Standard changes Review

Review Change
Change

Review Change Readiness

Readiness
Readiness

Manual Activity by Change Owner Update

Update the
RFC
RFC
the

Update the RFC

Automatically as you save the form
72
Release Change
Release Change Release
Release Change
Change

Use Configuration Manager or other

management tools Release
Release Change
Change

Stabilize the Change Stabilize

Stabilize the
the

Test change on pilot customers

Change
Change

Get final Customer Approval

Get
Get final
final
Customer
Customer
Approval
Approval

Use Self-Service Portal to run survey Document

Document &
&

Document & Communicate Change

Communicate
Communicate
Change
Change

Transfer Ownership to Operations

Transfer
Transfer
Ownership
Ownership to
to
Operations
Operations

Update the RFC Update

Update the
the

Automatically as you save the form

RFC
RFC

73
Validate & Review Change
Validate Technical Success Validate
Validate &
Review
&
Review Change
Change

Run Reports Validate

Validate

Validate Business Success

Technical
Technical
Success
Success

Run Survey Validate

Validate
Business
Business

Audit Configuration Database

Success
Success

Audit
Audit

Communicate and Record Change

Configuration
Configuration
Database
Database

Update the RFC Communicate

Communicate
and
and Record
Record
Change
Automatically as you save the form
Change

Update
Update the
the
RFC
RFC

74
Change Management
Change Management is driven by templates
These templates come out of the box

75
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.

76
Change Management
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.

77
Change Management
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.

78
Change Management
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.

79
Change Management
General Windows

80
Change Management
Planning Windows
Implementation Plan
Risk Assessment Plan
Test Plan
Back out Plan

81
Change Management
Activities
These are the activities that a change must
follow according to the process
Works like a workflow engine

82
Change Management
Activities
Can be modified
Two Types
Review
Manual

83
Change Management
Voting settings (Review)
Who should vote (Reviewers)
Approval Conditions (Unanimous, Automatic,
Percentage)
Approval Threshold (x required for approval)
Reviewer (Has Veto, Must Vote, Decision)

84
Change Management
Voting settings (Review)

85
Reviewer Notifications

86
Line Manager Should Review 1/2

87
Line Manager Should Review 2/2
Organizational Structure: AD -> CMDB
Logic
Checks who is the manager of the Change Initiator when
Review Activity becomes “in progress”
Calculates who is a manager of the Change Initiator
Checks for duplicate Reviewers
Doesn’t check for group membership
Adds that person to the list of reviewers
“Must Vote” = False
“Has Veto” = False
Will not remove the reviewer if Change Manager
clears the check box

88
Change Management
Results
Document the result of the change (With Drop
down)

89
Change Management
Related Items
Specify Work Items
Specify Configuration Items
Knowledge Articles
Attached Files

90
 Scenario
CR 123 – Apply
HBI Policy
Change
Initiator -
Judy
Adds and Uses Portal
Uses HBI
Manager Notifies
change
Request Approval To Approve
Template Jeff as Manager -Jeff
Reviewer

Submits Automated Activity

- Adds Computer
change Request to Group

Adds the
Computer
Name to the
activity Closed

91
Default Views

92
Default Tasks

93
Knowledge Management Pack

94
Components of Knowledge
Knowledge Article
Knowledge in Console
Knowledge on the Portal
Search
View (Analyst vs. End-user)
End-to-end integration with Incident,
Problem & Change Management
Administration
Reporting

95
Knowledge Base
A set of Knowledge Articles
Knowledge Article is a CI in CMDB:
Can be grouped as any other CIs
Can be “secured” as any other CIs
“Searchable” both as CIs and as Knowledge
Articles (full text)
Can be linked to any other CI or WI in SCSM

96
Structure of KA
Structured part: metadata
ID, Title, Category, Keywords, Tags …
Non-structured internal content
End User Content (Rich Text)
Analyst Content (Rich Text)
Links to external content
Web pages
External Files
Related Items
Feedback: Avg. rating and comments
History
97
External Content
URL + IE Web Browser Control
Web Browser Control takes security settings
from the analyst’s computer
Different behavior for different target files
Static Html, search results …
Documents: doc/docx/pdf/xls ….
Web or file shares, intra/extra/internet
External content is not indexed

99
Search
Core: based on SQL Server Search Engine
including full text search
Simple Search, Advanced Search
Knowledge Search (Full-Text)
Extended Search:
Knowledge Search Providers:
Plug-ins to the external Web search engines
Bing, Google, Yahoo, SharePoint
Can be narrowed to TechNet, Office Online,
Windows Online
Language-specific search:
Language is a property of the KA
100
Knowledge Security
Group-scoped security: the same as for
other CIs
User Role = User Profile + Scope
OOB roles:
End User (Portal) – sees only a few key fields
Analyst – sees the whole article
Including the Analyst Content
Can provide Feedback/Comments and link/unlink
KAs
Author: creates and edits the articles
Administrator: import/export/groom etc.
101
Knowledge Import/Export
Import:
Administration->Connectors-CSV Import
XML metadata
“simple” data is in a CSV file
Binary data (RTF) – in external files
Supports complex projection types w. relationships
Can be used for mass updates too
PowerShell script
Can take knowledge content from the non-CSV
sources (SQL Server …)
Export: SDK / PowerShell

102
Summary and Class Discussion
Understanding how Management Packs
work in Service Manager
Forms, Queues, Lists etc.
Understanding how Service Manager MPs
works
Incident
Problem
Change
Knowledge

103
Service Manger Management
Packs Review Questions
Which MP comes with Service Manager?

What is a Management Pack?

Which types of Activities can be used with

Change Management?

104
Hands on Lab

Management
Packs

105
 © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not
be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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