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Service Manager 2010

Service Manager 2010. Best Practices and Design. What is Service Manager Requirements Design Overview Do’s and Don’t Demo. My Background. Dave Jaffe Senior System Center Consultant David.Jaffe@CatapultSystems.com Working with System Center Products before there was a System Center

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Service Manager 2010

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  1. Service Manager 2010 Best Practices and Design

  2. What is Service Manager • Requirements • Design Overview • Do’s and Don’t • Demo

  3. My Background Dave Jaffe Senior System Center Consultant David.Jaffe@CatapultSystems.com Working with System Center Products before there was a System Center • Configuration Manager – 10 years • Operations Manager – 6 years • Service Manager – 12 months Transplant from Chicago • So Long Winter • Started System Management User Group in 2000 • Selected Catapult due to incredible talent. At least four MVPs on staff. 13 Microsoft competencies!!! • http://blogs.catapultsystems.com/Pages/default.aspx

  4. What Is Service Manager

  5. What is Service Manager? A Service Portal for Everyone It’s all about integration : • Integrated Configuration Management Database • IT Process and Workflow Automation • Self service for incident reporting and tracking • Automated Incident creation by Operations Manager • Allows IT process to align to business needs • Powerful and Extensible • Included in SMSD/SMSE Licensing

  6. What does Service Manager do? Enables Efficient Service Management • Incident Management • Problem Management • Change Management • Asset Management

  7. Service Manager & Operations Manager Example Integrations • Operations Manager is one data source for Service Manager • Automate generation of tickets based upon alerts in OpsMgr

  8. Service Manager & Configuration Manager Example Integrations • Service Manager requests can feed ConfigMgr Software Distribution • ConfigMgr DCM can feed Compliance information into Service Manager

  9. Requirements

  10. One Physical Server with Hyper V Role Or Two Virtual Servers Dual Quad 8 Gig RAM Lots of Disk Space Highlighting the Minimum Hardware Windows SQL • Windows 2008 SP 1 x64 • Or • Windows 2008 R2 • .NET Framework 3.5 SP1 • Member of Active Directory • IIS 7 with SSL Certificate* • Authorization Manager hotfix (KB975332) • Report Viewer 2008 SP1 • SQL 2008 SP 1 • Or • SQL 2008 R2 • SQL 2008 Reporting Services • SQL Collation is identical on all SCSM DB servers • Use case-insensitive databases • Full-text Search Installed

  11. Design Overview

  12. Contains the main software part of a Service Manager installation. You can use the Service Manager management server to manage incidents, changes, users, and tasks. Service Manager Roles Management Server Database Server Data Warehouse Server The database contains Service Manager configuration items from the Enterprise, work items such as incidents, change requests, and the configuration for the product itself. The computer that hosts the server piece of the data warehouse.

  13. The database that provides long-term storage of the business data that is generated by Service Manager. This database is also used for reporting. Service Manager Roles Data Warehouse Database Server Self Service Portal Service Manager Console Web-based console for both end users and analysts. The end user console allows users to submit incidents, read announcements, reset passwords, and self-service software provisioning The analyst console allows users to view change requests. The user interface piece that is used by both the help desk analyst and administrator to perform functions such as incidents, changes, and tasks.

  14. Deployment Topologies Management Group DW_C Web Portal Analyst Console SSRS DW Databases Portal Server Management Server DW Management Server Web Portal SSRS SMDB DWDBs Workflows Management Group B SM Database Management Group A

  15. Network Considerations 443 >150 ms Latency Diff. Domain Terminal Server 2 Way SM Management Server 1433 Same LAN SM DB 5724 1433 WAN

  16. DO’S and DONT’s

  17. General • DO’s • Do Not apply CU 3 until after all roles are installed • Always create a design and planning document • Develop policies and procedures for processing incidents and problems. • Separate SM Roles whenever possible • Use Domain Users rights instead of Domain Admins • Always backup the Encryption Key • DON’Ts • Install blindly

  18. Virtual Machines • DO’s • 8+ GB of Memory (RAM) for Management Servers • 2+ CPUs for each Management Server • 2+ CPUs for each SQL Server • If CPU Utilization is Near 100 percent, Add Virtual CPUs • DON’Ts • Don’t put SM and DW DBs on Same VM • Don’t use Dynamic Virtual Hard Drive (VHD) • Don’t Allocate More Virtual CPUs than the Number of Available Logical CPUs

  19. Shared Servers • DO’s • Use Remote SQL servers if installed on shared server • Use SQL Enterprise Edition when combining components on the same server • DON’Ts • Avoid at all costs • OpsMgr Agent or Console • OpsMgr Servers

  20. Demo

  21. Infrastructure Optimization Model Integrate Service Manager with ConfigMgr, OpsMgr, and FIM DYNAMIC! Standardized Rationalized Dynamic Basic You’re Fighting Fires You’re Gaining Control You’re Enabling Business You’re a Strategic Asset

  22. Resources

  23. Resources • Online Labs • Documentation • Blogs http://blogs.tecnet.com/servicemanagerhttp://scug.be/blogs/scsm/default.aspx • Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager

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