Microsoft System Center: Optimizing Service Manager
Mitch Tulloch, John Clark, Thomas Ellermann, Kathleen Wilson, Karsten Nielsen
Format: PDF / Kindle (mobi) / ePub
Part of a series of specialized guides on System Center—this book provides a framework for planning and delivering a successful Service Manager project. Written by experts on the Microsoft System Center team and with Microsoft MVP Mitch Tulloch as series editor, this title delivers concise guidance, from-the-field insights, and best practices for optimizing and maintaining your Service Manager environment.
are mainly targeted for large environments (over 20,000 users), but some of the recommendations apply to all organizations regardless of size. Service Manager management server The Service Manager management server houses the main software portion of a Service Manager deployment. The first Service Manager management server to be installed acts as the workflow server and is critical to the environment. This role can be moved or failed over for disaster recovery. The following guidance
includes additional features that enhance your experience with the Service Manager Data Warehouse. For the Service Manager Database (CMDB), however, the Enterprise edition of SQL is not needed. The following table lists the key differences between SQL Server Enterprise and SQL Server Standard for Service Manager environments. Carefully consider which SQL Server edition is best for your deployment. Workflows Incorrectly configured workflows heavily impact customer environment performance.
management is not working properly. The idea here is that service requests make a good change request intake mechanism for several reasons: ▪ The end user can be asked a series of change questions as a request offering, and information can be captured and used when the requested change is implemented. ▪ Changes that should have never been submitted can be eliminated via service requests, allowing for better optimization of the change management process. Problem Submitting change requests
Service Manager databases SQL Server editions Workflows Service Manager Self-Service Portal Connectors General considerations Active Directory connector Operations Manager connector Configuration Manager connector Orchestrator connector Chapter 7 Service Manager configuration and customization Configurations Incident and service request support groups and assignment Incident categorization Customizations Work item custom labeled fields Notification Boolean Assignment
their requests. ▪ The Finance department gains efficiency since a requester's manager contact information is imported from Active Directory rather than having to be manually looked up. ▪ Managers can approve or decline requests via the portal or via mail, enabling them to handle approvals when they are not in the office. ▪ Additional workflow efficiencies are achieved since the Finance department was not involved in the request before the requesting user's manager had approved it. If the