System Center Service Manager 2010 Unleashed

System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, theres a comprehensive, independent reference and technical guide to this powerful product.

 

A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsofts System Center suite, the authors present authoritative coverage of Service Managers capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.

 

This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions.

 

Understand Service Managers architecture and components

Discover how Service Manager supports ITIL and MOF processes

Accurately scope and specify your implementation to reflect organizational needs

Plan to provide redundancy, ensure scalability, and support virtualization

Design, deploy, and maintain Service Manager with security in mind

Use Service Managers consoles and portals to provide the right resources to each user

Create complete service maps with Service Managers business services

Fully automate incident management and ticketing

Implement best processes for identifying and addressing root causes of problems

Systematically manage the life cycle of changes

Use Service Manager to strengthen governance, risk management, and compliance

Customize Service Managers data layer, workflows, and presentation layer

Use management packs to simplify service desk customization

Make the most of Service Managers reporting and dashboards

(Computer Bookshops Limited)

Bli först med att recensera och betygsätt boken System Center Service Manager 2010 Unleashed - du kan vinna 200 kr varje månad i tävlingen "Månadens recension".

Kerrie Meyler, MVP, lead author of System Center Opalis 6.3 Unleashed, is a consultant, trainer, and former Microsoft product evangelist. Alexandre Verkinderen, MVP, Managing Principal Consultant, Infront Consulting Europe, is an ITIL-certified engineer specializing in System Center. Anders Bengtsson, MVP, Senior Premier Field Engineer for Microsoft, consults on System Center. Patrik Sundqvist co-owns Gridpro, a leading developer of add-on products for Service Manager. David Pultorak, owner of the ITIL/MOF IT service management consultancy Pultorak and Associates, co-authored IT Business Management: Solutions from SAP - A Pocket Guide.

(Computer Bookshops Limited)

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 Todays 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   &nb...

(Computer Bookshops Limited)