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作者 Erskine, Samuel
書名 Microsoft System Center 2012 Service Manager Cookbook
出版項 Olton : Packt Publishing, Limited, 2012
©2012
國際標準書號 9781849686952 (electronic bk.)
9781849686945
book jacket
說明 1 online resource (527 pages)
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
附註 Intro -- Microsoft System Center 2012 Service Manager Cookbook -- Table of Contents -- Microsoft System Center 2012 Service Manager Cookbook -- Credits -- About the Authors -- About the Reviewers -- www.PacktPub.com -- Support files, eBooks, discount offers and more -- Why Subscribe? -- Free Access for Packt account holders -- Instant Updates on New Packt Books -- Preface -- What this book covers -- What you need for this book -- Who this book is for -- Conventions -- Reader feedback -- Customer support -- Downloading the example code -- Errata -- Piracy -- Questions -- 1. ITSM 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 Fulfillment 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 process -- Getting ready -- How to do it... -- How it works... -- Service Level Management process -- Getting ready -- How to do it... -- How it works... -- 2. Personalizing SCSM 2012 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 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 Priority and Urgency for your SLA targets -- Getting ready -- How to do it... -- How it works... -- See also -- Configuring global e-mail notification infrastructure settings -- Getting ready -- How to do it... -- How it works... -- Creating Management Packs in the Authoring tool to save your SCSM personalization -- Getting ready -- How to do it... -- How it works... -- There's more... -- Initial baseline and standards -- Editing options and flexible customization -- See also -- Creating formatted e-mail notification templates -- Getting ready -- How to do it... -- How it works... -- See also -- Creating a basic queue -- Getting ready -- How to do it... -- How it works... -- See also -- 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... -- Add holidays in bulk -- Creating SLA metrics -- How to do it... -- How it works... -- Creating Service Level Objectives -- 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 warning and breaches -- Getting ready -- How to do it... -- How it works... -- There's more... -- RAG status in console -- Creating notifications for SLA warning 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 -- 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... -- Creating a configuration item group -- How to do it... -- How it works... -- There's more... -- Creating other groups containing other CI types -- 5. Deploying Service Request Fulfillment -- 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 -- The 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 the Service Request activitie -- 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 -- Add more activities to a Servplate -- 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 of Request offerings -- Standalone Request offerings -- Adding a Request offering to an existing Service offering -- To control the access SCSM 2012 -- See also -- Creating Service Catalog Service offerings -- Getting ready -- How to do it... -- How it works... -- There's more... -- Views for different status of Service offerings -- Controlling access of 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's more... -- Publishing Service and Request offerings without the Change Management process -- Unpublish a Service offering or Request offering -- See also -- Working with Service Requests in the portal -- Getting ready -- How to do it... -- How it works... -- There's more... -- Additional User Input after the Service Request is submitted -- See also -- Creating Service Request notifications -- Getting ready -- How to do it... -- How it works... -- There's more... -- Send different notifications regarding a Service Request -- Notification for activities in Service Requests -- See also -- 6. Working with Incident and Problem Management -- Introduction -- Configuring Incident and Problem lists -- Getting ready -- How to do it... -- How it works... -- There's more... -- See also -- Creating an Incident template -- Getting ready -- How to do it... -- How it works... -- There's more... -- See also -- Adding a task to the Incident form -- Getting ready -- How to do it... -- How it works... -- There's more... -- See also -- Creating a workflow to notify the affected user upon the creation of an Incident -- Getting ready -- How to do it... -- How it works... -- There's more... -- Workflows and subscriptions -- See also -- Creating a view to display the Problem Records created in the last 30 days
Getting ready
This book is written in practical cookbook style and it offers learning through vivid examples and. Each chapter contains step-by-step instructions about everything necessary to execute a particular task. The book is designed so that you can read it from start to end for beginners or just open up any chapter and start following the recipes as a reference for advanced users,This book will be useful to IT professionals including System Center Service Manager administrators who want to configure and administer System Center Service Manager 2012 and understand how to solve specific problems and scenarios that arise while using System Center Service Manager. It will also be useful to users of 2010 in learning new features and capabilities
Description based on publisher supplied metadata and other sources
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2020. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries
鏈接 Print version: Erskine, Samuel Microsoft System Center 2012 Service Manager Cookbook Olton : Packt Publishing, Limited,c2012 9781849686945
主題 Rheumatology -- Encyclopedias.;Immunologic diseases -- Encyclopedias
Electronic books
Alt Author Beaumont, Steven
Asp, Anders
Gasser, Dieter
Baumgarten, Andreas
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