{"id":12427,"date":"2012-04-19T00:19:24","date_gmt":"2012-04-18T23:19:24","guid":{"rendered":"https:\/\/aidanfinn.com\/?p=12427"},"modified":"2012-04-19T00:19:24","modified_gmt":"2012-04-18T23:19:24","slug":"service-manager-2012-industry-best-practices-for-the-datacenter-and-private-cloud","status":"publish","type":"post","link":"https:\/\/aidanfinn.com\/?p=12427","title":{"rendered":"Service Manager 2012 \u201cService Ticketing\u201d"},"content":{"rendered":"<p><strong><u>Import Management Packs<\/u><\/strong><\/p>\n<ul>\n<li>Service Manager CMDB can become aware of your environment from OpsMgr if:<\/li>\n<li>You import MP in OPsMgr<\/li>\n<li>AND import MP in Service Manager<\/li>\n<li>ConfigMgr data is pulled in, including primary devices for users<\/li>\n<li>AD<\/li>\n<li>Orchestrator runbooks are also importable: LOB and 3rd party management tools<\/li>\n<\/ul>\n<p>Other options:<\/p>\n<ul>\n<li>Import files<\/li>\n<li>Write\/buy 3rd party connectors<\/li>\n<\/ul>\n<p>Some sets of data can come from multiple sources.&#160; All that\u2019s mapped into one object in the CMDB.&#160; <\/p>\n<p><strong><u>Self Service Portal Features<\/u><\/strong><\/p>\n<p>Service Catalog, Silverlight web part hosted in SharePoint:<\/p>\n<ul>\n<li>Role based access<\/li>\n<li>Users fill forms to create service requests<\/li>\n<li>Dynamic forms<\/li>\n<\/ul>\n<p>Help Articles and more<\/p>\n<p><strong><u>Supported Configurations:<\/u><\/strong><\/p>\n<ul>\n<li>SharePoint site and WCS (web content server) co-located with SM management server<\/li>\n<li>SharePoint site and\/or WCS remote from SM management server<\/li>\n<\/ul>\n<p>Can use SharePoint Foundation 2010 or Enterprise.&#160; Can reuse existing SP farms.<\/p>\n<p><strong><u>Demo<\/u><\/strong><\/p>\n<p>A user wants access to an app and fills out a form requesting it and gives a business case.&#160; A ticket is created, and awaits an approval\/rejection.&#160; The helpdesk admin can see the ticket with available actions in the portal.&#160; Click approve and the automated activity does the work, in this case adding the requestor to a security group in AD.<\/p>\n<p>He browses the now accessible web app.&#160; But it crashes.&#160; So now he opens an incident ticket.&#160; <\/p>\n<p><strong><u>SLA Capabilities<\/u><\/strong><\/p>\n<ul>\n<li>Features calendars, business hours, holidays.&#160; SLA metrics in the box.<\/li>\n<li>Service level objects are supported for all work items.&#160; Specify target and warning thresholds.&#160; <\/li>\n<li>Notifications when you are about to or have breached SLAs.<\/li>\n<\/ul>\n<p><strong><u>Demo<\/u><\/strong><\/p>\n<p>He opens the previous incident.&#160; We can see there is an SLO (service level objective) in the form of time left until SLA is breached.&#160; This is defined in Administration, Service Level Management, Service Level Objectives.&#160; <\/p>\n<p>&#160;<\/p>\n<p>&#160;<\/p>\n<div style=\"padding-bottom: 0px; margin: 0px; padding-left: 0px; padding-right: 0px; display: inline; float: none; padding-top: 0px\" id=\"scid:0767317B-992E-4b12-91E0-4F059A8CECA8:44e249cc-f516-446c-a1e5-9174cfa76538\" class=\"wlWriterEditableSmartContent\">Technorati Tags: <a href=\"http:\/\/technorati.com\/tags\/Event+Notes\" rel=\"tag\">Event Notes<\/a>,<a href=\"http:\/\/technorati.com\/tags\/Events\" rel=\"tag\">Events<\/a>,<a href=\"http:\/\/technorati.com\/tags\/Private+Cloud\" rel=\"tag\">Private Cloud<\/a>,<a href=\"http:\/\/technorati.com\/tags\/System+Center\" rel=\"tag\">System Center<\/a>,<a href=\"http:\/\/technorati.com\/tags\/Service+Manager\" rel=\"tag\">Service Manager<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Import Management Packs Service Manager CMDB can become aware of your environment from OpsMgr if: You import MP in OPsMgr AND import MP in Service Manager ConfigMgr data is pulled in, including primary devices for users AD Orchestrator runbooks are also importable: LOB and 3rd party management tools Other options: Import files Write\/buy 3rd party &hellip; <a href=\"https:\/\/aidanfinn.com\/?p=12427\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Service Manager 2012 \u201cService Ticketing\u201d&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[15],"tags":[176,177,88,93,193],"class_list":["post-12427","post","type-post","status-publish","format-standard","hentry","category-events","tag-eventnotes","tag-events","tag-private-cloud","tag-service-manager","tag-system-center"],"aioseo_notices":[],"jetpack_featured_media_url":"","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/aidanfinn.com\/index.php?rest_route=\/wp\/v2\/posts\/12427","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aidanfinn.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/aidanfinn.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/aidanfinn.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/aidanfinn.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=12427"}],"version-history":[{"count":0,"href":"https:\/\/aidanfinn.com\/index.php?rest_route=\/wp\/v2\/posts\/12427\/revisions"}],"wp:attachment":[{"href":"https:\/\/aidanfinn.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=12427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/aidanfinn.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=12427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/aidanfinn.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=12427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}