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Microsoft System Center 2016 Service Manager Cookbook
Microsoft System Center 2016 Service Manager Cookbook

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 , Second Edition

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Microsoft System Center 2016 Service Manager Cookbook

Chapter 2.  Personalizing SCSM 2016 Administration

In this chapter, we will provide recipes for the initial configuration tasks an SCSM administrator should perform following a successful installation of the environment. We will cover the following areas and topics:

  • Configuring how long to keep your SCSM data
  • Configuring the Incident Management global settings
  • Configuring the Problem Management global settings
  • Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
  • Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
  • Configuring the priority and urgency for your SLA targets
  • Creating Management Packs to save your SCSM personalization
  • Creating a configuration item group
  • Creating a basic queue
  • Creating SCSM console tasks
  • Configuring global e-mail notification infrastructure settings
  • Creating formatted e-mail notification templates

Introduction

The Microsoft System Center Service Manager (SCSM) console is where you will configure and manage typical settings and activities associated with the IT Infrastructure Library (ITIL®) and Microsoft Management Framework (MOF) processes implemented by the product. This chapter will provide steps for the global settings and some basic activities you may want to perform, before delving into the configuration and management of the supported product processes.

The settings addressed by this chapter have a significant impact on the behavior of Work Items and Configuration Items. In some cases, there is no retrospective application of the settings to existing items. The authors recommend you review and apply the settings in this chapter as a first step in the full configuration of your environment, after installation of the product.

Configuring how long to keep your SCSM data

This recipe provides the steps required to configure how long SCSM retains the data presented in the console. We will also provide steps on how long to retain data for historical use.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

How to do it...

The following steps will guide you through the process of configuring the retention period in SCSM:

  1. Navigate to Service Manager Console | Administration | Settings | Data Retention Settings and click on Properties under Tasks, as shown in the following screenshot:

    How to do it...

  2. Select Work Items | Review and adjust retention times (in days) to reflect how long the items should be kept in the SCSM database:

    How to do it...

  3. Select History | Review and adjust the history retention times (in days) to reflect how long the history of items should be kept in the SCSM database:

    How to do it...

  4. Click on OK to confirm the data retention settings.

How...

Configuring the Incident Management global settings

This recipe will provide the steps required to configure the general settings, which apply to all incident class Work Items. We will also provide steps on how to assign a default support group for new incidents.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.

Follow the list creation instructions in Chapter 7, Working with Incident and Problem Management, to create a new list item for the Incident Tier Queue list called Service Desk 1 Line.

How to do it...

The following steps will guide you through the process of configuring the global settings for incident management:

  1. Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks, as shown in the following screenshot:

    How to do it...

  2. Click on General...

Configuring the Problem Management global settings

This recipe will provide the steps required to configure the general settings, which apply to all problem class Work Items.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments. You also need to consider values to define the priorities of a problem using an impact/urgency matrix.

In this chapter, see the Configuring the priority and urgency for your SLA targets recipe for more information on how to configure the priority matrix.

How to do it...

The following steps will guide you through the process of configuring the global settings for problem management:

  1. Navigate to Service Manager Console | Administration | Settings | Problem Settings and click on Properties under Tasks, as shown in the following screenshot:

    How to do it...

  2. Click on General and configure the following...

Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings

This recipe will provide the steps required to configure the general settings, which apply to all Service Requests, all Activity class types, Release, Knowledge, and Change Management class Work Items.

Getting ready

You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.

How to do it...

The following steps will guide you through the process of configuring other global settings:

  1. Navigate to Service Manager Console | Administration | Settings | Knowledge Management Settings and click on Properties under Tasks, as shown in the following screenshot:

    How to do it...

  2. Type your organization's agreed prefix under Knowledge article prefix: (for example, replace the default KA with KB). Click on OK to commit your change:

    How to do it...

  3. Repeat Step 1 and...

Introduction


The Microsoft System Center Service Manager (SCSM) console is where you will configure and manage typical settings and activities associated with the IT Infrastructure Library (ITIL®) and Microsoft Management Framework (MOF) processes implemented by the product. This chapter will provide steps for the global settings and some basic activities you may want to perform, before delving into the configuration and management of the supported product processes.

The settings addressed by this chapter have a significant impact on the behavior of Work Items and Configuration Items. In some cases, there is no retrospective application of the settings to existing items. The authors recommend you review and apply the settings in this chapter as a first step in the full configuration of your environment, after installation of the product.

Configuring how long to keep your SCSM data


This recipe provides the steps required to configure how long SCSM retains the data presented in the console. We will also provide steps on how long to retain data for historical use.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

How to do it...

The following steps will guide you through the process of configuring the retention period in SCSM:

  1. Navigate to Service Manager Console | Administration | Settings | Data Retention Settings and click on Properties under Tasks, as shown in the following screenshot:

  2. Select Work Items | Review and adjust retention times (in days) to reflect how long the items should be kept in the SCSM database:

  3. Select History | Review and adjust the history retention times (in days) to reflect how long the history of items should be kept in the SCSM database:

  4. Click on OK to confirm the data retention settings.

How...

Configuring the Incident Management global settings


This recipe will provide the steps required to configure the general settings, which apply to all incident class Work Items. We will also provide steps on how to assign a default support group for new incidents.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.

Follow the list creation instructions in Chapter 7, Working with Incident and Problem Management, to create a new list item for the Incident Tier Queue list called Service Desk 1 Line.

How to do it...

The following steps will guide you through the process of configuring the global settings for incident management:

  1. Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks, as shown in the following screenshot:

  2. Click on General and...

Configuring the Problem Management global settings


This recipe will provide the steps required to configure the general settings, which apply to all problem class Work Items.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments. You also need to consider values to define the priorities of a problem using an impact/urgency matrix.

In this chapter, see the Configuring the priority and urgency for your SLA targets recipe for more information on how to configure the priority matrix.

How to do it...

The following steps will guide you through the process of configuring the global settings for problem management:

  1. Navigate to Service Manager Console | Administration | Settings | Problem Settings and click on Properties under Tasks, as shown in the following screenshot:

  2. Click on General and configure the following...

Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings


This recipe will provide the steps required to configure the general settings, which apply to all Service Requests, all Activity class types, Release, Knowledge, and Change Management class Work Items.

Getting ready

You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.

How to do it...

The following steps will guide you through the process of configuring other global settings:

  1. Navigate to Service Manager Console | Administration | Settings | Knowledge Management Settings and click on Properties under Tasks, as shown in the following screenshot:

  2. Type your organization's agreed prefix under Knowledge article prefix: (for example, replace the default KA with KB). Click on OK to commit your change:

  3. Repeat Step 1 and this...

Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident


SCSM supports parent child relationships for the incident class. This recipe provides the steps required for the automatic configuration of child incidents, when there is a change to the parent incident.

Getting ready

You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

How to do it...

There are three options you can configure for the parent incident settings, as follows:

  • Auto resolution of child incidents

  • Auto reactivation of child incidents

  • Status of child incidents when linked to a parent

These three options are discussed in the next section:

  1. Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks.

  2. Select the Parent Incident tab on the left and set the following:

    • Auto resolution of child incidents

    • Auto reactivation of child incidents

    • Status...

Configuring the priority and urgency for your SLA targets


In this recipe, we will provide the steps to configure the priority and urgency settings in SCSM. The example we will use for the configuration is an organization with Priority 1 to 5 SLAs.

Getting ready

The input required for this task is a table with the values for calculating the matrix.

The following table is an example of a five priority matrix:

How to do it...You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

The following steps will guide you through the process of configuring the priority and urgency for your SLA targets:

  1. Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks.

  2. Select the Priority Calculation tab on the left and fill the settings in using the Priority Calculation matrix table:

  3. Click on OK to confirm the priority calculation settings.

How it works...

The priority...

Creating Management Packs to save your SCSM personalization


This recipe details the steps for creating a Management Pack in which to save your customizations. Management Packs are an XML storage format that hold customizations such as new folders, views, and queues, right through to new class types.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrator role, and have the SCSM console open.

You should also think about adopting a naming convention for your management packs and utilization of a prefix to the naming convention to easily identify management packs custom to your organization.

How to do it...

The following steps will guide you through the process of creating a management pack for personalizations:

  1. Navigate to Service Manager Console | Administration | Management Packs and click on Create Management Pack under Tasks:

  2. Provide a Name - PON - Incident - Lists.

    Tip

    The name used above as an example for the management pack uses...

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Key benefits

  • Recipes for essential new features and functionalities of Microsoft System Center 2016 Service Manager
  • Practical implementation of the ITSM framework and processes based on ITIL
  • Deployment of Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration
  • Incident, Problem and Change Management processes and configuration
  • Advanced personalization in Service Manager
  • Setup and use of automation with and within Service Manager 2016
  • Working with Service Manager Data Warehouse
  • Security Roles and how to implement them
  • Upgrading from SCSM 2012 R2 to SCSM 2016

Description

Keep your organization up to speed with the Microsoft System Center 2016 Service Manager Cookbook. Over 100 practical recipes for SCSM 2016 give you all the tools to master IT service management.

Who is this book for?

IT professionals and SCSM administrators who want to configure, administer and troubleshoot Service Manager 2016 Service Manager 2012 users who want to learn about new features and capabilities of SCSM 2016 Anyone with experience in Service Manager or other System Center products

What you will learn

  • YouÂ?ll learn all about configuring, deploying, managing and troubleshooting SCSM 2016. This book gives you everything you need to unleash the capabilities of Microsoft System Center 2016 Service Manager.
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Length: 638 pages
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ISBN-13 : 9781786464897
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ISBN-13 : 9781786464897
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Table of Contents

15 Chapters
1. ITSM and ITIL Frameworks and Processes Chevron down icon Chevron up icon
2. Personalizing SCSM 2016 Administration Chevron down icon Chevron up icon
3. Configuring Service Level Agreements (SLAs) Chevron down icon Chevron up icon
4. Building the Configuration Management Database (CMDB) Chevron down icon Chevron up icon
5. Deploying Service Request Fulfilment Chevron down icon Chevron up icon
6. Deploying and Configuring the HTML5 Self-Service Portal Chevron down icon Chevron up icon
7. Working with Incident and Problem Management Chevron down icon Chevron up icon
8. Designing and Configuring Change Management and Release Management Chevron down icon Chevron up icon
9. Implementing Security Roles Chevron down icon Chevron up icon
10. Working with the Data Warehouse and Reporting Chevron down icon Chevron up icon
11. Extending SCSM with Advanced Personalization Chevron down icon Chevron up icon
12. Automating Service Manager 2016 Chevron down icon Chevron up icon
13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2 Chevron down icon Chevron up icon
A. Community Extensions and Third-Party Commercial SCSM Solutions Chevron down icon Chevron up icon
B. Useful Websites and Community Resources Chevron down icon Chevron up icon

Customer reviews

Rating distribution
Full star icon Full star icon Full star icon Full star icon Half star icon 4.8
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4 star 25%
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1 star 0%
claus-gerhard prauss Feb 09, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Mit diesem Buch kann sich jeder Interessierte Servicemanager zu diesem Thema mit dem Produkt SCSM ideal einarbeiten.Von der Theorie bis zur Handhabung ideal.
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Riyaas Jul 10, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
good.useful
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Always Lookin' For A Deal Dec 20, 2019
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Good informational book
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Kemal Miller May 14, 2022
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
I thought I was getting a book that had step-by-step configuration steps. This book does not. It is a high level overview only.
Amazon Verified review Amazon
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