Microsoft system center 2016 service manager cookbook discover over 100 practical recipes to help you master the art of IT service management for your organization
Discover over 100 practical recipes to help you master the art of IT service management for your organization About This Book Unleash the capabilities of Microsoft System Center 2016 Service Manager Master the skills of configuring, deploying, managing, and troubleshooting your Service Manager 2016...
| Other Authors: | , |
|---|---|
| Format: | eBook |
| Language: | Inglés |
| Published: |
Birmingham :
Packt
2017.
|
| Edition: | Second edition |
| Subjects: | |
| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630334706719 |
Table of Contents:
- Cover
- Copyright
- Credits
- Foreword
- About the Authors
- About the Reviewers
- www.PacktPub.com
- Customer Feedback
- Table of Contents
- Preface
- Chapter 1: ITSM and ITIL Frameworks and Processes
- Introduction
- Understanding ITSM frameworks
- Getting ready
- How to do it…
- How it works…
- ITIL© processes
- Getting ready
- How to do it…
- How it works…
- See also
- Creating an Asset Management process
- Getting ready
- How to do it…
- How it works…
- There's more…
- See also
- Creating a Configuration Management System (CMS) process
- Getting ready
- How to do it…
- How it works…
- See also
- Creating a Service Request Fulfilment process
- Getting ready
- How to do it…
- How it works…
- Creating an Incident and Problem Management process
- Getting ready
- How to do it…
- Incident Management
- Problem Management
- How it works…
- Creating a Change and Release Management process
- Getting ready
- How to do it…
- How it works…
- There's more…
- Creating an IT Service Desk
- Getting ready
- How to do it…
- How it works…
- The Service Level Management process
- Getting ready
- How to do it…
- How it works…
- Dependencies and relationships between ITSM processes
- Getting ready
- How to do it…
- How it works…
- Chapter 2: Personalizing SCSM 2016 Administration
- Introduction
- Configuring how long to keep your SCSM data
- Getting ready
- How to do it…
- How it works…
- There's more…
- Configuration Items data grooming using the console
- See also
- Configuring the Incident Management global settings
- Getting ready
- How to do it…
- How it works…
- Configuring the Problem Management global settings
- Getting ready
- How to do it…
- How it works…
- Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
- Getting ready.
- How to do it…
- How it works…
- Working with prefix settings
- File attachment settings
- Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
- Getting ready
- How to do it…
- How it works…
- Auto resolution of child incidents
- Auto reactivation of child incidents
- Status of child incidents when linked with a parent
- Configuring the priority and urgency for your SLA targets
- Getting ready
- How it works…
- See also
- Creating Management Packs to save your SCSM personalization
- Getting ready
- How to do it…
- How it works…
- See also
- Creating a configuration item group
- How to do it…
- How it works…
- There's more…
- Creating other groups containing other CI types
- Creating a basic queue
- Getting ready
- How to do it…
- How it works…
- See also
- Creating SCSM console tasks
- Getting ready
- How to do it…
- How it works…
- Configuring global e-mail notification infrastructure settings
- Getting ready
- How to do it…
- How it works…
- Creating formatted e-mail notification templates
- Getting ready
- How to do it…
- How it works…
- See also
- Chapter 3: Configuring Service Level Agreements (SLAs)
- Introduction
- Creating priority queues
- Getting ready
- How to do it…
- How it works…
- There's more…
- Service Request queues
- Further queue types
- See also
- Configuring business hours and non-working days
- Getting ready
- How to do it…
- How it works…
- There's more…
- Adding holidays in bulk
- Creating SLA metrics
- How to do it…
- How it works…
- Creating SLOs
- Getting ready
- How to do it…
- How it works…
- See also
- Creating Incident Management SLAs
- Getting ready
- How to do it…
- Resolution Time SLA
- First Response Time SLA
- How it works…
- Creating Service Request SLAs
- Getting ready
- How to do it….
- Implementation Time SLA
- How it works…
- Viewing SLA warnings and breaches
- Getting ready
- How to do it…
- How it works…
- There's more…
- RAG status in console
- Setting up SLA notifications for warnings and breaches
- Getting ready
- How to do it…
- How it works…
- There's more…
- Notification for breaches
- Creating repeated notifications before SLA breaches with escalation
- Getting ready
- How to do it…
- How it works…
- There's more…
- Notification timings depending on priority
- Notification for breaches
- Chapter 4: Building the Configuration Management Database (CMDB)
- Introduction
- Adding configuration items manually
- How to do it…
- How it works…
- There's more…
- Importing Active Directory configuration items
- Getting ready
- How to do it…
- How it works…
- There's more…
- Mapping Active Directory domain attributes to Service Manager properties
- Changing the Active Directory connector schedule via PowerShell
- Importing Configuration Manager configuration items
- Getting ready
- How to do it…
- How it works…
- There's more…
- Mapping Configuration Manager attributes to Service Manager properties
- Importing Operations Manager configuration items
- Getting ready
- How to do it…
- How it works…
- There's more…
- Adding new Operations Manager CIs
- Importing Virtual Machine Manager configuration items
- Getting ready
- How to do it…
- How it works…
- There's more…
- Need to use an account that isn't a local administrator?
- Setting up a Virtual Machine Manager and Operations Manager integration
- Importing Orchestrator runbooks
- Getting ready
- How to do it…
- How it works…
- There's more…
- Where are my runbooks?
- Using a CSV file to import items into the CMDB
- Getting ready
- How to do it…
- How it works…
- There's more…
- Using PowerShell to find the properties.
- Is CSV import just for configuration items?
- Complex CI importing
- See also
- Creating a Business Service
- Getting ready
- How to do it…
- How it works…
- There's more…
- Raising related incidents
- Personalizing and organizing configuration item views
- How to do it…
- How it works…
- Chapter 5: Deploying Service Request Fulfilment
- Introduction
- Creating Support Groups for Service Requests
- Getting ready
- How to do it…
- How it works…
- There's more…
- Creating sub (child) list items
- Using Support Groups for filtering in reports
- Working with management packs
- Service Request Groups and Service Level Agreements
- See also
- Creating Service Request templates
- Getting ready
- How to do it…
- How it works…
- There's more…
- Configuring Service Request activities in a template
- Configuring required fields of a Service Request
- See also
- Creating Service Request activities
- Getting ready
- How to do it…
- How it works…
- There's more…
- How to configure the other activity types
- Adding more activities to a Service Request created with a template
- See also
- Creating Service Offering categories
- Getting ready
- How to do it…
- How it works…
- There's more…
- Using Service Offering categories in reports (filtering)
- See also
- Creating Service Catalog Request Offerings
- Getting ready
- How to do it…
- How it works…
- There's more…
- Copying Request Offerings
- Views for different status as of Request Offerings
- Standalone Request Offerings
- Adding a Request Offering to an existing Service Offering
- Controlling the access to Request Offerings using Groups and User Roles in SCSM 2016
- See also
- Creating Service Catalog Service Offerings
- Getting ready
- How to do it…
- How it works…
- There's more…
- Views for different status as of Service Offerings.
- Controlling access to Service Offerings using groups and user roles
- See also
- Publishing Service Offerings and Request Offerings
- Getting ready
- How to do it…
- How it works…
- There is more…
- Publishing Service and Request Offerings without the Change Management process
- Unpublishing a Service Offering or Request Offering
- See also
- Working with Service Requests in the Self-Service Portal
- Getting ready
- How to do it…
- How it works…
- There's more…
- Additional User Input after the Service Request is submitted
- See also
- Filling in the Service Request Description with User Input from the Request Offering
- Getting ready
- How to do it…
- How it works…
- There's more…
- Different date/time format for output
- See also…
- Creating Service Request notifications
- Getting ready
- How to do it…
- How it works…
- There's more…
- Sending different notifications regarding a Service Request
- Notification for activities in Service Requests
- See also
- Chapter 6: Deploying and Configuring the HTML5 Self-Service Portal
- Introduction
- Choosing the right deployment model
- Getting ready
- How to do it…
- How it works…
- Deploying the HTML5 Self-Service Portal
- Getting ready
- How to do it…
- How it works…
- There's more…
- Configuring permissions
- Getting ready
- How to do it…
- Setting up the catalog group
- Setting up the User Role
- How it works…
- There's more…
- Configuring cache settings
- Getting ready
- How to do it…
- Clearing the HTML5 portal cache
- Modifying the cache settings
- Customizing the Self-Service Portal
- Getting ready
- How to do it…
- General customizations
- Title
- Logo
- Service Desk phone number
- Service Desk e-mail
- How it works…
- There's more…
- Customizing the Self-Service Portal further
- Getting ready
- How to do it….
- Lower-left side of fly out menu.
