About the Book
Discover over 100 practical recipes to help you master the art of IT service management for your organization
About This Book
• Unleash the capabilities of Microsoft System Center 2016 Service Manager
• Master the skills of configuring, deploying, managing, and troubleshooting your Service Manager 2016
• This book contains practical recipes that leverage the key and newly added features and functionalities of Microsoft System Center 2016 Service Manager
Who This Book Is For
This book will be useful to IT professionals including SCSM administrators who want to configure and administer System Center Service Manager 2016 and understand how to solve specific problems and scenarios that arise. It will also be useful to users of Service Manager 2012 who want to learn about the new features and capabilities of the Service Manager 2016 release. It will be ideal if you have Service Manager experience as well as experience with other System Center products.
What You Will Learn
• See a practical implementation of the ITSM framework and processes based on ITIL
• Deploy and configure the new Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration
• Get to know about Incident, Problem, and Change Management processes and configuration
• Get to grips with performing advanced personalization in Service Manager
• Discover how to set up and use automation with and within Service Manager 2016
• Work with Service Manager Data Warehouse
• Find out what Security Roles are and how to implement them
• Learn how to upgrade from SCSM 2012 R2 to SCSM 2016
In Detail
System Center Service Manager (SCSM) is an integrated platform that offers a simplified data center management experience by implementing best practices such as Incident Management, Service Request, and Change Control to achieve efficient service delivery across your organization.
This book provides you with real-world recipes that can be used immediately and will show you how to configure and administer SCSM 2016. You'll also find out how to solve particular problems and scenarios to take this tool further. You'll start with recipes on implementing ITSM frameworks and processes and configuring Service Level Agreements (SLAs). Then, you'll work through deploying and configuring the HTML5 Self-Service Portal, configuring Incident and Problem Management, and designing and configuring Change and Release Management. You'll also learn about security roles and overall Microsoft SCSM 2016 administration.
Toward the end of the book, we'll look at advanced topics, such as presenting the wealth of information stored within the Service Manager Data Warehouse, standardizing SCSM deployments, and implementing automation.
Style and approach
This book will enlighten you on Microsoft System Center 2016 Service Manager through recipes that can be implemented directly in any enterprise. You can read the book from start to end if you're a beginner, or just open up any chapter and start following the recipes as a reference for advanced users. This book consists of a pool of step-by-step recipes on how to perform activities in Service Manager.
About the Author :
Anders Asp (MVP) is a Principal Consultant at Lumagate AB with focus on ITSM and automation in the hybrid cloud. He is very active in the community and can regularly be seen speaking at different events, teaching courses, blogging on his blog at www.scsm.se, or answering questions on different forums. For his work in the community, he was awarded the Microsoft MVP award in the Cloud and Datacenter area for the first time in 2012 and has since then been renewed as MVP every year.
Anders has been working with Service Manager since 2009, when the product was still in early beta, and has provided endless feedback to Microsoft and seen the product evolve to what it is today. Besides Service Manager, he is also very fond of the whole Microsoft Operations Management Suite and helps customers embrace the management capabilities it offers. Andreas Baumgarten (MVP) is a Microsoft MVP and works as an IT Architect with the German IT service provider H&D International Group. He has been working as an IT professional for more than 20 years. Microsoft technologies have always accompanied him, and he can also look back on more than 14 years' experience as a Microsoft Certified Trainer.
Since 2008, he has been responsible for the field of Microsoft System Center technology consulting and ever since has taken part in Microsoft System Center Service Manager (2010, 2012, 2012 R2 and 2016); additionally, he has participated in the Microsoft System Center Technology Adoption Program with H&D since many years.
With his deep inside-technology know-how and his broad experience across the Microsoft System Center product family and IT management, he now designs and develops private and hybrid cloud solutions for customers all over Germany and Europe.
In October 2016 he was awarded the Microsoft Most Valuable Professional (MVP) title for System Center Cloud and Datacenter Management for the fifth year in a row. Steve Beaumont (MVP) has worked for more years than he cares to admit within IT, starting with desktop support. He is now the Product Development Director of PowerONPlatforms and a Microsoft MVP within the Cloud and Datacenter Management area, where he helps organizations realize the benefits of the hybrid cloud. He is also a co-author of the Microsoft System Center 2012 Service Manager, Orchestrator, and Operations Manager cookbooks. Steve can also be found speaking at various events and blogging either at http://systemcenter.ninja or http://www.poweronplatforms.com/news-and-blogs/, where he covers all things System Center and Azure related to design, deployment, and optimization.
His passion for everything about System Center, Azure, and IT systems management reflects through all areas of his work, presentation, and day-to-day life in the form of new and innovative solutions brought to the market by PowerONPlatforms. Steve Buchanan (MVP), MCSE, ITIL, is a regional solutions director with Concurrency, a five-time Microsoft Cloud and Data Center MVP, and author of several technical books focused on the System Center platform. Steve has been an IT Professional for 17+ years in various positions, ranging from infrastructure architect to IT manager. Steve is focused on digitally transforming IT departments through service management, systems management, and cloud technologies.
Steve has authored the following books:
• System Center 2012 Service Manager Unleashed, Sams Publishing
• Microsoft System Center Data Protection Manager 2012 SP1, Packt
• Microsoft Data Protection Manager 2010, Packt
Steve holds the following certifications: A +, Linux +, MCSA, MCITP: Server Administrator, MCSE: Private Cloud, and ITIL 2011 Foundation.
Steve stays active in the System Center community and enjoys blogging about his adventures in the world of IT at www.buchatech.com. Dieter Gasser is an IT consultant and the management partner of itnetX AG, headquartered in Switzerland. He has a strong focus on the delivery and customization of Service Manager.
Dieter has been working in IT for more than 13 years, and has focused on Microsoft technologies. He started his career as an application and database developer, and later became the IT manager of an international manufacturing company.
In 2010, he entered the systems management and automation market. With both his technical and managerial backgrounds, he has focused on Service Manager. Together with his colleagues, he delivers data center management, automation, and cloud solutions based on Microsoft System Center to customers all across Switzerland.
