What this book covers
Chapter 1, ITSM and ITIL Frameworks and Processes, aims to provide a background into the creation of processes aligned with ITIL and MOF (Microsoft Operations Framework) principles and explains some of the key areas and how they relate to Service Manager 2016.
Chapter 2, Personalizing SCSM 2016 Administration, covers the initial process-dependent critical settings and tasks a Service Manager administrator would need to configure after successfully installing the product.
Chapter 3, Configuring Service Level Agreements (SLAs), delves into the Service-Level Agreement areas of Service Manager 2012 and provides you with recipes that simplify the implementation of this complex topic.
Chapter 4, Building the Configuration Management Database (CMDB), shows Service Manager Administrators are how to build the SCSM Configuration Management Database (CMDB). The recipes in this chapter include various options, from a manual approach right through to automating the importing of information from external systems.
Chapter 5, Deploying Service Request Fulfillment, provides recipes to configure the Service Catalog with different Service and Request Offerings in SCSM 2016.
Chapter 6, Deploying and Configuring the HTML 5 Self-Service Portal, teaches you the ins and outs of planning the new HTML5 portal, deploying the portal, overall configuration, and finally how to customize it to have the look and feel you want. After reading this chapter, you will be armed and ready to spin up the new HTML5 portal as a part of your Service Manager deployment.
Chapter 7, Working with Incident and Problem Management, contains recipes related to the Incident and Problem processes. This chapter contains things such as creating tasks, templates, how to configure the Exchange connector, and how to extend the incident class.
Chapter 8, Designing and Configuring Change Management and Release Management, covers the details of Change Management and Release Management in SCSM 2016.
Chapter 9, Implementing Security Roles, explains the details of Security Roles and how they can be used to control access to different objects in SCSM 2016.
Chapter 10, Working with the Data Warehouse and Reporting, walks you through the various options of using the Service Manager Data Warehouse to gain insight into the data stored in the Service Manager database.
Chapter 11, Extending SCSM with Advanced Personalization, is the chapter where you will be able to see how to perform more advanced customizations of Service Manager. This chapter contains recipes around installing and using the Authoring Tool in different ways, but it also includes recipes around how to manually edit the XML of management packs.
Chapter 12, Automating Service Manager 2016, teaches you how to work smart and efficient by automating things in Service Manager. This chapter covers different ways of automating Service Manager with the use of custom workflows, PowerShell, and Orchestrator.
Chapter 13, What's New in SCSM 2016 and Upgrading from SCSM 2012 R2, explains the new features of SCSM 2016 and walks you through the process of planning and performing an upgrade from SCSM 2012 R2.
Appendix A, Community Extensions and Third-party Commercial SCSM Solutions, contains useful community extensions and third-party solutions for SCSM 2016.
Appendix B, Useful Websites and Community Resources, lists some helpful websites and communities for System Center Service Manager.
