Microsoft System Center: Optimizing Service Manager
Mitch Tulloch, John Clark, Thomas Ellermann, Kathleen Wilson, Karsten Nielsen
Language: English
Pages: 69
ISBN: B00JYE1A0M
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.
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▪ Service level objectives, metrics, and calendars ▪ Module enumeration list items ▪ Service/support group form templates (dictate activities to be assigned) ▪ Service offering, its request offerings, service request and incident templates ▪ Workflow plus notification (must be together because they are stored together) ▪ Views that use a folder or a type projection that isn’t in a sealed management pack (must be located in the same management pack) Some examples, then, of an incident class
map from user information such as department, location, office, or other customer properties in Active Directory. This information should be bound to the properties in the work item in such a way that they are populated with Active Directory information but can also be modified if necessary. This requires a OneWay binding between the work item location property and the user location in Active Directory. The following binding modes are available in the authoring tool for editing forms: ▪ OneWay
$SR } } If ($SR_failed -ne $null) { foreach ($SR in $SR_failed) { $SR.Status = "c7b65747-f99e-c108-1e17-3c1062138fc4" $SR.ClosedDate = $UNC_Now Update-SCClassInstance -Instance $SR } } If ($SR_cancelled -ne $null) { foreach ($SR in $SR_cancelled) { $SR.Status = "c7b65747-f99e-c108-1e17-3c1062138fc4" $SR.ClosedDate = $UNC_Now Update-SCClassInstance -Instance $SR } } Remove-Module System.Center.Service.Manager The above script would have to be run as a scheduled task either through the Service
status of their requests on the portal. ▪ Automatically populating the approving manager saves time for the LOB application team. ▪ If the managers reject the request, the LOB application team does not have to be involved in the process. ▪ The manager can approve or decline the request via the portal or via mail, enabling the manager to handle requests even when not in the office. Using Service Manager for customer service The customer in this example is a reseller who services about
organizations face when implementing Service Manager: ▪ Deploying Service Manager without specific objectives IT systems, including ITSM systems, should meet a clear set of objectives. The first question to be answered is, Why are we implementing Service Manager? This allows for the objective determination of success or failure and allows for decisions to be made before large sums of money are spent on deployment. ▪ Looking for Service Manager to meet a functional list, for reasons of cosmetics
