Download System Center Service Manager 2010 Unleashed by Kerrie Meyler, Alexandre Verkinderen, Anders Bengtsson, PDF

By Kerrie Meyler, Alexandre Verkinderen, Anders Bengtsson, Patrik Sundqvist, David Pultorak

Procedure middle carrier supervisor 2010 deals firms an entire, built-in platform for adopting and automating provider administration top practices, corresponding to these present in ITIL and Microsoft Operations Framework (MOF). Now, there’s a finished, autonomous reference and technical consultant to this robust product.

A group of specialist authors bargains step by step assurance of similar subject matters in each function sector, prepared to assist IT execs speedy plan, layout, enforce, and use carrier supervisor 2010. After introducing the product and its dating with the remainder of Microsoft’s procedure middle suite, the authors current authoritative assurance of provider Manager’s services for incident and challenge solution, switch keep watch over, configuration administration, and compliance. Readers also will locate specialist tips for integrating carrier supervisor with comparable Microsoft technologies.

This publication is an integral source for each IT specialist making plans, fitting, deploying, and/or administering provider supervisor, together with ITIL, MOF, and different IT experts; process directors; and builders developing custom-made solutions.

• comprehend provider Manager’s structure and components
• notice how carrier supervisor helps ITIL and MOF processes
• thoroughly scope and specify your implementation to mirror organizational needs
• Plan to supply redundancy, be sure scalability, and aid virtualization
• layout, set up, and keep provider supervisor with protection in mind
• Use carrier Manager’s consoles and portals to supply the perfect assets to every user
• Create entire carrier maps with carrier Manager’s company services
• totally automate incident administration and ticketing
• enforce most sensible methods for deciding upon and addressing root reasons of problems
• Systematically deal with the lifestyles cycle of changes
• Use carrier supervisor to bolster governance, threat administration, and compliance
• customise provider Manager’s information layer, workflows, and presentation layer
• Use administration packs to simplify provider table customization
• utilize provider Manager’s reporting and dashboards

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Extra info for System Center Service Manager 2010 Unleashed

Example text

ITIL DEFINITION OF SERVICE DESK ITIL defines service desk as a function that serves as a single point of contact between the users and IT service management. It is closely linked with incident management; its intent is to restore the normal service to the users as quickly as possible, with reasonable costs. The term service desk is part of the Operating phase of MOF v4. A code name of Service Desk was entirely reasonable for the product that eventually became Service Manager. Initial design plans were to include capabilities of Reporting Manager 2006 to extract data from Microsoft Operations Manager (MOM) 2005, Systems Management Server (SMS) 2003, and Active Directory installations, consolidate that information into a data warehouse, and generate canned and custom reports using SQL Server Reporting Services.

Service Manager provides built-in processes for incident and problem resolution, change control, and configuration management. What this means is Microsoft’s System Center suite now provides the capability to manage the system life cycle defined by MOF. MOF uses a model that describes Microsoft’s approach to IT operations and the service management life cycle. ” This chapter looks at the history of Service Manager. It discusses the development of the product leading to Service Manager 2010, the technology and terminology used by the product, and looks at product features.

You might also begin to look at implementing service management. At this stage, IT can also move more toward becoming a business asset and ally, rather than a burden. From Enabling the Business to Becoming a Strategic Asset At the rationalized level, you have achieved firm control of desktop and service management costs. info Strategies for Service Management 29 supporting and expanding the business. Security is now proactive, and you are responding to threats and challenges in a rapid and controlled manner.

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