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Author:   Kerrie Meyler ,  Alexandre Verkinderen ,  Anders Bengtsson ,  Patrik Sundqvist
Publisher:   Pearson Education (US)
Imprint:   Sams Publishing
Dimensions:   Width: 17.90cm , Height: 3.90cm , Length: 22.70cm
Weight:   1.160kg
ISBN:  

9780672334368

ISBN 10:   0672334364
Pages:   768
Publication Date:   18 August 2011
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Out of Print
Availability:   In Print  
Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock.

Table of Contents

Foreword     xiv Introduction     1   PART I:  SERVICE MANAGER OVERVIEW AND CONCEPTS   Chapter 1  Service Management Basics     5 Ten Reasons to Use Service Manager     6 The Problem with Today’s Systems     7 Service Management Defined     13 Evolution of the CMDB     14 Strategies for Service Management     15 Overview of Microsoft System Center     30 The Value Proposition of Service Manager 2010     35 Summary     36 ] Chapter 2  Service Manager 2010 Overview     37 The History of Service Manager     38 Introducing Service Manager 2010     39 Technology and Terminology     40 Tools and Utilities     47 Overview of SP 1     52 Summary     53   Chapter 3  MOF, ITIL, and Service Manager     55 Introduction to MOF and ITIL     56 Incident Management     67 Problem Management     72 Change Management     77 Configuration Management     83 Summary     87   Chapter 4  Looking Inside Service Manager     89 Architectural Overview     90 Management Group Defined     92 Server Components     93 Windows Services     99 Connectors     101 Modeling and Management Pack Schema     102 Workflow     106 Service Manager Console     108 PowerShell     110 Communications     118 Summary     120   PART II:  PLANNING AND INSTALLATION   Chapter 5  Designing Service Manager     123 Envisioning Service Manager     124 Planning Service Manager     131 Summary     158   Chapter 6  Planning Complex Configurations     159 Planning for High Availability     159 Service Manager and Virtualization     169 Performance and Capacity Planning     173 SQL Server Complex Planning     180 Summary     184   Chapter 7  Installing Service Manager     185 Planning Your Installation     185 Installation Prerequisites     186 Order of Installation     188 Single Service Manager Server Deployment     192 Multiple Service Manager Server Deployments     192 Installing Service Manager from the Command Prompt     222 Removing a Service Manager Installation     223 Troubleshooting Tips     224 Post-Deployment Steps     225 Summary     234   PART III:  SERVICE MANAGER OPERATIONS   Chapter 8  Using Service Manager    237 The Service Manager Console     238 Managing Service Manager with the Service Manager Console     241 About the Service Manager PowerShell Console     271 Using the Self-Service Portal     271 About the Analyst Portal     275 About the Authoring Tool     276 Summary     276   Chapter 9  Business Services     277 Introducing Service Manager Business Services     278 Using Operations Manager with Business Services     282 Creating a Business Service     287 Non-Operations Manager Components     295 Updating a Business Service     298 Mapping Operations Manager Incidents to a Business Service Automatically     301 Summary     304   Chapter 10  Incident Management     305 Understanding the Incident Process     305 Incident Management in Service Manager     307 Incident Management Process Activities     311 Configuring Incident Management     319 Incident Management Automation     342 Summary     354   Chapter 11  Problem Management     355 Understanding the Problem Process     356 Problem Management in Service Manager     358 Problem Management Process Activities     361 Configuring Problem Management     371 Problem Management Automation     379 Summary     379   Chapter 12  Change Management     381 Understanding the Change Management Process     382 Change Management in Service Manager     384 Change Management Process Activities     388 Configuring Change Management     402 Change Management Automation     411 Summary     424   Chapter 13  IT Management: Governance, Risk Management, and Compliance     425 Understanding Governance, Risk, and the Compliance Process     425 MOF 4.0 and the GRC Process     428 Service Manager 2010 SP 1 and the GRC Process     429 Installing the IT GRC Process MP     432 Configuring the IT GRC Process MP     436 Using the IT GRC Process MP     443 Summary     446   PART IV:  ADMINISTERING SERVICE MANAGER   Chapter 14  Notification     451 Notification Overview     451 Notification Setup     452 Workflows with Notification     465 Notification for Review Activities     470 Summary     473   Chapter 15  Service Manager Security     475 Role-Based Security     476 Data Warehouse and Reporting Security     504 Advanced User Role Scenarios     506 Run As Accounts     508 Security Best Practices     513 Summary     515   PART V:  BEYOND SERVICE MANAGER   Chapter 16  Planning Your Customization     519 What You Can Customize     520 Management Packs     523 Data Modeling     525 Presenting Data     532 Workflows     541 Scoping     544 General Considerations     548 Summarizing Required Knowledge     548 Summary     550   Chapter 17  Management Packs     551 Purpose of Management Packs     551 Sealed and Unsealed MPs     553 Differences Between Management Pack Schema Version 1.0 and 1.1     555 Management Pack Schema     557 MP Bundles     563 MP Deployment     563 Summary     565   Chapter 18  Customizing Service Manager    567 Customizing the Console     567 Creating Data Models     580 Creating Workflows     596 Customizing Forms     604 Sealing Using the Service Manager Authoring Tool     611 Web Portals     612 Summary     612   Chapter 19  Advanced Customization Scenarios     613 Custom Data Models     613 Customizing Column Display Names     620 Custom Views     624 Console Tasks Using PowerShell     628 Automating an IT Process     631 Creating Console Forms Using Visual Studio     637 Other Scenarios     641 Summary     642   Chapter 20  Reports, Dashboards, and Data Analysis     643 Reporting     643 Dashboards     654 Business Intelligence     656 Customizing the Data Warehouse and Reporting     661 Summary     663   PART VI:  APPENDIXES   Appendix A  Reference URLs     667 Appendix B  Available Online     679 Index     681    

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Author Information

Kerrie Meyler, MVP, is the lead author of numerous System Center books in the Unleashed series, including System Center Operations Manager 2007 Unleashed (2008), System Center Configuration Manager 2007 Unleashed (2009), System Center Operations Manager 2007 R2 Unleashed (2010), and System Center Opalis Integration Server 6.3 Unleashed (2011). She is an independent consultant and trainer with more than 15 years of Information Technology experience. Kerrie was responsible for evangelizing SMS while a Sr. Technology Specialist at Microsoft, and has presented on System Center technologies at TechEd and MMS.   Alexandre Verkinderen, MVP, is a Principal Consultant and trainer at Infront Consulting Group, a Microsoft Gold Certified Partner. Alexandre is an industry expert in the systems management area, and actively consults to large organizations helping them architect, implement, configure, and customize System Center technologies by integrating them into their business processes. Alexandre founded the System Center Users Group Belgium and was a contributing author for System Center Operations Manager 2007 R2 Unleashed (Sams, 2010). Alexandre was an early tester in the Service Manager 2010 TAP.   Anders Bengtsson is a Microsoft senior premier field engineer, focusing on System Center. He was involved in the Service Manager TAP with one of the largest Service Manager TAP customers. Anders has written a number of System Center training courses, including the Service Manager and Operations Manager advanced courses for Microsoft Learning. Before joining Microsoft, Anders was a Microsoft MVP from 2007-2010 for his work in the System Center community, including more than 10,000 posts in news groups and forums. Anders has presented and worked at numerous Microsoft conferences and events, including Microsoft Techdays and Microsoft TechEd EMEA.   Patrik Sundqvist is a senior consultant working as a solution architect, focusing on developing automated solutions for IT processes on the System Center platform. Since the early beta of Service Manager, Patrik has worked with the Service Manager product team to develop community solutions for Service Manager. Over the past eight years, Patrik has developed custom System Center solutions for some of Europe’s largest companies. Patrik was also one of the authors of the level 400 Service Manager course for Microsoft Learning. He often speaks at Microsoft events and is a member of the Microsoft Extended Expert Team.   David Pultorak, ITIL Expert (V3), ITIL Manager (V2), MCSE, MCP, MCT, and CTT, is founder and principal consultant of Acceleres, specializing in Microsoft® System Center Service Manager and Orchestrator implementation and training, and Pultorak & Associates, specializing in IT Service Management implementation and training. David is a recognized leader in the field of IT Service Management with more than 24 years of IT experience. He has contributed to ITIL® (V2), MOF, and COBIT. His most recent books are Microsoft Operations Framework 4.0 (Van Haren 2008), System Center Service Manager Unleashed (SAMS 2011), and the ITIL® V3 Foundation Exam Study Guide (Van Haren 2012). His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, and ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM. 

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