sc2012_servicemgr_completedocumentation

Microsoft Corporation
Applies To System Center 2012 - Service Manager
System Center 2012 Service Pack 1 (SP1) - Service Manager
System Center 2012 R2 Service Manager
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Revision History
October 16, 2013 RTM release of System Center 2012 R2
Service Manager.
What's New in System Center 2012 for Service Manager ............................................................ 19
What's New in System Center 2012 SP1 - Service Manager .................................................... 19
What's New in System Center 2012 R2 Service Manager ........................................................ 20
Planning for System Center 2012 - Service Manager ................................................................... 20
Planning for System Center 2012 - Service Manager Deployment ........................................... 21
System Center 2012 - Service Manager Parts ....................................................................... 24
SQL Server Requirements for System Center 2012 - Service Manager ................................ 25
System Center 2012 - Service Manager Evaluation, Retail, and Select Editions .................. 28
Supported Configurations for System Center 2012 - Service Manager ................................. 29
Hardware Requirements for System Center 2012 - Service Manager ................................ 30
Software Requirements for System Center 2012 - Service Manager ................................. 31
Operations Manager Considerations in System Center 2012 - Service Manager ................. 38
Language Support for System Center 2012 - Service Manager ............................................ 40
Databases Created by System Center 2012 - Service Manager ........................................... 42
Port Assignments for System Center 2012 - Service Manager .............................................. 43
Preparing for System Center 2012 - Service Manager Deployment.......................................... 44
Account Considerations for Running Setup ............................................................................ 45
Account Used for Running Setup ........................................................................................ 46
Accounts Required During Setup ........................................................................................ 47
How to Prepare Computers for Service Manager Deployment .............................................. 52
Planning for Performance and Scalability in System Center 2012 - Service Manager .............. 53
Hardware Performance ........................................................................................................... 54
Deploying System Center 2012 - Service Manager ...................................................................... 69
Before You Deploy System Center 2012 - Service Manager .................................................... 71
How to Download and Install the Authorization Manager Hotfix ............................................ 72
How to Install the Microsoft Report Viewer Redistributable Security Update ......................... 73
Turkish Language Collations ...................................................................................................... 74
Installing Service Manager on a Single Computer (Minimum Configuration) ......................... 77
How to Install Service Manager on a Single Computer....................................................... 79
How to Validate the Single-Computer Installation ............................................................... 82
Installing Service Manager on Two Computers ...................................................................... 84
How to Install the Service Manager Management Server (Two-Computer Scenario) ........ 85
How to Install the Service Manager Data Warehouse (Two-Computer Scenario) .............. 87
How to Validate the Two-Computer Installation .................................................................. 90

Installing Service Manager on Four Computers ..................................................................... 91
How to Install the Service Manager Management Server (Four-Computer Scenario) ....... 92
How to Install the Service Manager Data Warehouse (Four-Computer Scenario) ............. 94
How to Validate the Four-Computer Installation ................................................................. 98
Manual Steps to Configure the Remote SQL Server Reporting Services ............................ 100
Manual Steps to Prepare Upgraded SQL Server ................................................................. 102
How to Create and Deploy Server Images of Service Manager ........................................... 103
Guidance for Installing System Center 2012 - Service Manager on Virtual Machines ............ 105
Configure Windows PowerShell to Run in System Center 2012 - Service Manager ............... 106
How to Set Execution Policy ................................................................................................. 107
How to Import the Data Warehouse Cmdlet Module ............................................................ 108
Registering with the Service Manager Data Warehouse to Enable Reporting ........................ 108
How to Run the Data Warehouse Registration Wizard ........................................................ 109
How to Determine When Data Warehouse Registration Is Complete .................................. 110
Deploying Additional Service Manager Management Servers ................................................ 111
How to Install an Additional Management Server ................................................................. 112
Deployment Considerations with a Disjointed Namespace ..................................................... 113
Self-Service Portal for System Center 2012 - Service Manager .............................................. 114
Self-Service Portal Deployment Scenarios for System Center 2012 - Service Manager ..... 115
How to Install the Web Content Server ............................................................................. 118
How to Install SharePoint Web Parts for the Self-Service Portal ...................................... 120
How to Install Both the Web Content Server and SharePoint Web Parts on One Computer
....................................................................................................................................... 121
How to Configure User Authentication for the SharePoint Site ......................................... 124
How to Verify the Installation of the Self-Service Portal .................................................... 124
How to Configure the Default IIS Website Port ................................................................. 125
SSL Certificates for the Self-Service Portal .......................................................................... 126
How to Examine Properties of a Certificate ...................................................................... 129
How to Reconfigure the Web Content Server URL ........................................................... 131
How to Select a Certificate for Web Content Server Use .................................................. 133
How to Connect Directly to the Web Content Server Using a Browser ............................ 133
Guidance for Load Balancing System Center 2012 - Service Manager .................................. 135
Load-Balancing Service Manager Management Servers ..................................................... 135
Load-Balancing the Self-Service Portal ................................................................................ 137
How to Configure the Self-Service Portal for Web Content Server Load Balancing ......... 138
Completing Deployment by Backing Up the Encryption Key ................................................... 139
Indexing Non-English Knowledge Articles ............................................................................... 141
Troubleshooting System Center 2012 - Service Manager Deployment Issues ....................... 143
How to Troubleshoot a Data Warehouse Job ....................................................................... 144
Deploying Service Manager from a Command Line ................................................................ 145

How to Deploy a Service Manager Console Using the Command Line ............................... 150
How to Deploy the Service Manager Self-Service Portal Using the Command Line ........... 151
Appendix A - Command-Line Option Error Codes ................................................................... 154
Appendix B - Guidance for Moving the Service Manager and Data Warehouse Databases .. 158
Moving the Service Manager Database ............................................................................... 159
Moving Data Warehouse Databases .................................................................................... 160
Upgrading to System Center 2012 - Service Manager................................................................ 173
Upgrade Planning for System Center 2012 - Service Manager ............................................... 174
Upgrading the Self-Service Portal ........................................................................................ 180
Service Manager Connectors ............................................................................................... 181
Remote SQL Server Reporting Services .............................................................................. 181
Setting Up a Service Manager 2010 Lab Environment with Production Data ......................... 183
How to Install an Additional Management Server in the Production Service Manager
Management Group........................................................................................................... 184
How to Copy the Workflow Assembly Files .......................................................................... 186
How to Disable Service Manager Connectors in the Production Environment .................... 186
How to Disable Email Notifications in the Production Environment .................................... 187
How to Stop Service Manager Services on the Secondary Management Server ................ 187
How to Back Up the Production Service Manager Database ............................................... 188
How to Enable Service Manager Connectors in the Production Environment .................... 189
How to Enable Email Notifications in the Production Environment ...................................... 190
How to Restore the Service Manager Database in the Lab Environment ............................ 190
How to Prepare the Service Manager Database in the Lab Environment ............................ 192
How to Edit the Registry on the Service Manager Management Server in the Lab
Environment ...................................................................................................................... 194
How to Start Service Manager Services on the Secondary Management Server ................ 195
How to Promote a Secondary Management Server in a Lab Environment .......................... 195
How to Enable the Connectors in the Lab Environment ....................................................... 197
How to Install a New Data Warehouse Server in the Lab Environment ............................... 197
How to Register the Data Warehouse Server in the Lab Environment ................................ 199
Upgrade to System Center 2012 - Service Manager ............................................................... 202
How to Prepare Service Manager 2010 SP1 for Upgrade to System Center - 2012 Service
Manager ............................................................................................................................ 202
How to Upgrade to System Center 2012 - Service Manager ............................................... 204
After Upgrading to System Center 2012 - Service Manager ................................................... 207
Failed Upgrade in System Center 2012 - Service Manager .................................................... 209
How to Work Around Configuration Service Startup Issues ................................................. 212
Upgrading System Center 2012 - Service Manager to System Center 2012 SP1 ...................... 213
Upgrade Planning for System Center 2012 SP1 - Service Manager ....................................... 214
Upgrading the SP1 Self-Service Portal ................................................................................ 221

How to Enable Service Manager Connectors in the Production Environment ..................... 229
How to Restore the Service Manager Database in the Lab Environment ............................ 230
How to Prepare the Service Manager Database in the Lab Environment ............................ 231
How to Start Service Manager Services on the Secondary Management Server ................ 234
How to Promote a Secondary Management Server in a Lab Environment .......................... 234
Upgrade to System Center 2012 SP1 - Service Manager ....................................................... 240
How to Prepare Service Manager 2012 for Upgrade to SP1 ............................................... 241
How to Upgrade to System Center 2012 SP1 - Service Manager ....................................... 244
After Upgrading to System Center 2012 SP1 - Service Manager ............................................ 247
Failed Upgrade in System Center 2012 SP1 - Service Manager ............................................ 249
Upgrading System Center 2012 - Service Manager SP1 to System Center 2012 R2 ................ 253
Upgrade Planning for System Center 2012 R2 - Service Manager ......................................... 254
Upgrading the R2 Self-Service Portal ................................................................................... 259
Remote SQL Server Reporting Services .............................................................................. 260
How to Enable Service Manager Connectors in the Production Environment ..................... 267

Upgrade to System Center 2012 R2 - Service Manager ......................................................... 278
How to Prepare Service Manager 2012 SP1 for Upgrade to R2 .......................................... 279
How to Upgrade to System Center 2012 R2 - Service Manager .......................................... 280
After Upgrading to System Center 2012 R2 - Service Manager .............................................. 283
Failed Upgrade in System Center 2012 R2 - Service Manager ............................................... 286
Administering System Center 2012 - Service Manager .............................................................. 290
Using Management Packs in System Center 2012 - Service Manager ................................... 293
How to Create a Management Pack File .............................................................................. 294
How to Export a Management Pack ..................................................................................... 295
How to Import a Management Pack ..................................................................................... 296
How to Import the Operations Manager Alert Cube Management Pack .............................. 297
Using Connectors to Import Data into System Center 2012 - Service Manager ..................... 297
Effects of Deleting a Connector on Configuration Items ...................................................... 298
Importing Data from Active Directory Domain Services ....................................................... 299
About Importing Data from Active Directory Domain Services ......................................... 299
How to Create an Active Directory Connector .................................................................. 301
How to Synchronize an Active Directory Connector ......................................................... 302
How to Disable and Enable an Active Directory Connector .............................................. 303
How to Import Data from Other Domains .......................................................................... 304
Importing Data and Alerts from System Center Operations Manager .................................. 305
How to Import Management Packs for System Center Operations Manager Configuration
Item Connectors ............................................................................................................. 306
How to Create a System Center Operations Manager Connector .................................... 307
How to Synchronize a System Center Operations Manager Connector ........................... 310
How to Disable and Enable a System Center Operations Manager Connector ............... 311
How to Edit a System Center Operations Manager Connector ........................................ 312
Importing Data from System Center Configuration Manager ............................................... 313
About Importing Data from System Center Configuration Manager ................................. 314
How to Create a Configuration Manager Connector ......................................................... 316
How to Disable and Enable a Configuration Manager Connector .................................... 318
How to Synchronize a Configuration Manager Connector ................................................ 319
How to Configure a Configuration Manager Connector for an Extended SMS_def.mof File
....................................................................................................................................... 320
How to Create an Orchestrator Connector ........................................................................ 351
How to Synchronize an Orchestrator Connector ............................................................... 352
How to Disable and Enable an Orchestrator Connector ................................................... 352
Importing Data from System Center Virtual Machine Manager ............................................ 353

How to Create a Virtual Machine Manager Connector...................................................... 354
How to Synchronize a Virtual Machine Manager Connector............................................. 355
How to Disable and Enable a Virtual Machine Manager Connector ................................. 356
Using a CSV File to Import Data into Service Manager ....................................................... 357
About Importing Data from Comma-Separated Files into Service Manager ..................... 357
How to Import Configuration Items from a CSV File ......................................................... 360
Configuration Items in System Center 2012 - Service Manager .............................................. 360
Creating Configuration Items ................................................................................................ 362
How to Manually Create Configuration Items .................................................................... 363
How to Create a Service ................................................................................................... 364
How to Create a View for Imported Configuration Items ................................................... 366
Deleting Configuration Items ................................................................................................ 368
How to Initiate the Deletion of a Configuration Item .......................................................... 368
How to Delete or Restore a Configuration Item ................................................................ 369
Managing Configuration Items .............................................................................................. 370
How to Add, View, or Remove Related Configuration Item Information ........................... 371
Configuring Incident Management in System Center 2012 - Service Manager ....................... 372
About Configuring Incident Management in Service Manager ............................................. 373
How to Set File Attachment Limits ........................................................................................ 376
How to Set Parent Incident Options...................................................................................... 376
How to Set Operations Manager Web Settings .................................................................... 379
How to Configure Your Infrastructure for Email Incident Support With Exchange Server 2007
........................................................................................................................................... 379
How to Create Incident Templates ....................................................................................... 381
How to Configure Your Infrastructure for Email Incident Support with Exchange Server 2010
........................................................................................................................................... 383
Configuring Service Level Management in System Center 2012 - Service Manager .............. 387
About Service Level Management ........................................................................................ 388
How to Create a Calendar Item ............................................................................................ 389
How to Edit a Calendar Item ................................................................................................. 390
How to Create SLA Metrics .................................................................................................. 391
How to Edit SLA Metrics ....................................................................................................... 392
How to Modify an SLA Metric View ....................................................................................... 392
How to Create a Service Level Objective ............................................................................. 393
How to Edit a Service Level Objective .................................................................................. 394
How to View SLA Information in an Incident Form ............................................................... 395
How to Review Incidents with SLA Information .................................................................... 396
How to Send SLA Notification Information to the Assigned-To User ................................... 396
How to Reactivate Incidents with SLA Information ............................................................... 397
Configuring Workflows in System Center 2012 - Service Manager ......................................... 398

How to View Workflow Success or Failure ........................................................................... 400
Configuring Change and Activity Management in System Center 2012 - Service Manager ... 401
How to Create Change Request Templates ......................................................................... 402
How to Create a Manual Activity Template .......................................................................... 403
How to Configure General Change Settings ........................................................................ 404
How to Configure General Activity Settings .......................................................................... 405
How to Configure Change Management Workflows ............................................................. 406
How to Configure Activity Management Workflows .............................................................. 407
Configuring Release Management in System Center 2012 - Service Manager ...................... 408
How to Configure Release Management Settings ................................................................ 409
How to Configure Release Management Workflows for Notifications .................................. 410
Configuring Desired Configuration Management to Generate Incidents in System Center 2012 -
Service Manager ................................................................................................................... 411
How to Configure Desired Configuration Management to Generate Incidents .................... 412
Configuring System Center 2012 - Service Manager Notifications .......................................... 413
How to Configure Notification Channels ............................................................................... 414
How to Create Notification Templates .................................................................................. 415
How to Subscribe to Notifications ......................................................................................... 418
How to Verify a Notification Configuration ............................................................................ 421
About Substitution Strings in Notification Templates ............................................................ 422
How to Automatically Notify Groups of Users ....................................................................... 422
Using the Service Catalog in System Center 2012 - Service Manager ................................... 424
About the Service Catalog .................................................................................................... 426
How to Extend the Service Offering Categories ................................................................... 426
How to Create a Service Offering ......................................................................................... 427
How to Create Service Request Templates for New Request Offerings .............................. 428
How to Create a Request Offering ........................................................................................ 429
How to Publish a Request Offering ....................................................................................... 431
How to Unpublish a Request Offering .................................................................................. 432
How to Add Request Offerings to Service Offerings ............................................................ 433
How to Create a Catalog Item Group ................................................................................... 433
How to Specify a User Role for Catalog Items ..................................................................... 434
How to Copy Request Offerings and Service Offerings ....................................................... 435
How to Publish a Service Offering ........................................................................................ 436
How to Create and Categorize Catalog Items in Localized Languages ............................... 437
How to Edit a Service Offering or a Request Offering .......................................................... 438
How to Delete a Service Offering or a Request Offering ...................................................... 441
About Languages Supported by the Service Catalog........................................................... 441
Using Groups, Queues, and Lists in System Center 2012 - Service Manager ........................ 444
About Groups, Queues, and Lists......................................................................................... 444

How to Add a List Item .......................................................................................................... 449
Using Runbooks in System Center 2012 - Service Manager .................................................. 450
About Runbooks in Service Manager ................................................................................... 451
How to Create a Runbook Automation Activity Template .................................................... 452
How to View a Runbook ....................................................................................................... 453
Installing and Configuring Chargeback Reports in System Center 2012 - Service Manager .. 453
User Interface Customization in System Center 2012 - Service Manager .............................. 454
How to Customize a View ..................................................................................................... 455
How to Customize a List Item ............................................................................................... 455
How to Customize a Template .............................................................................................. 456
Managing User Roles in System Center 2012 - Service Manager .......................................... 457
About User Roles .................................................................................................................. 457
How to Add a Member to a User Role .................................................................................. 460
How to Create a User Role ................................................................................................... 461
Managing Run As Accounts in System Center 2012 - Service Manager ................................ 463
How to Change the User Credentials for the Operational Database Account ..................... 464
How to Change the Password for the Operational Database Account ................................. 467
How to Change the Workflow Run As Account Credentials ................................................. 467
How to Change the Credentials for SQL Server Analysis Services Account ....................... 468
How to Change the Credentials for SQL Server Reporting Services Account ..................... 469
Managing Knowledge Articles in System Center 2012 - Service Manager ............................. 469
How to Create a Knowledge Article ...................................................................................... 470
How to Search for a Knowledge Article ................................................................................ 471
Configuring and Using the System Center 2012 - Service Manager Cmdlets for Windows
PowerShell ............................................................................................................................ 472
Getting Started with Service Manager Cmdlets for Windows PowerShell ........................... 473
List of the Service Manager Cmdlets .................................................................................... 475
Managing the Data Warehouse in System Center 2012 - Service Manager ........................... 483
About Managing the Data Warehouse.................................................................................. 484
About Reimporting Previously Removed Management Packs ............................................. 490
Registering Source Systems to the System Center Data Warehouse ................................. 491
How to Register the System Center Data Warehouse to Operations Manager ................ 492
How to Register Configuration Manager With the System Center Data Warehouse to .... 493
How to Register the System Center Data Warehouse to a Service Manager Source ...... 494
How to Manage Data Import Jobs for Operations Manager and Configuration Manager . 495
Troubleshooting System Center Data Warehouse Errors ................................................. 495
How to Disable a Data Warehouse Job Schedule ................................................................ 503
How to Enable Data Warehouse Job Schedules .................................................................. 504
How to View the Status of a Data Warehouse Job ............................................................... 505
How to Stop and Start a Data Warehouse Job ..................................................................... 505
How to Schedule a Data Warehouse Job ............................................................................. 507

How to Process All Dimensions in the Data Warehouse Using Windows PowerShell Cmdlets
........................................................................................................................................... 508
Managing the System Center 2012 - Service Manager Self-Service Portal ............................ 510
How to Configure Concurrent Sessions and Calls ............................................................... 511
How to Modify the Self-Service Portal Attachment File Size ................................................ 512
Customizing the Self Service Portal ..................................................................................... 513
How to Update the Portal Title and Image ........................................................................ 514
How to Add Navigation Links ............................................................................................ 514
How to Update the Portal Theme ...................................................................................... 515
How to Add a Portal Announcement Page ........................................................................ 516
How to Modify the Help Article Web Part .......................................................................... 517
How to Modify a Master Page File .................................................................................... 517
How to Select the Self Service Portal Language .............................................................. 518
Enabling Tracing and Debugging for the Self Service Portal ............................................... 519
Using Service Manager Tasks to Troubleshoot Computer Problems ...................................... 520
How to Run a Task from an Incident View ........................................................................... 520
How to Create a Task ........................................................................................................... 521
To Configure System Center 2012 - Service Manager CEIP Settings .................................... 522
Appendix A - List of User Role Profiles in System Center 2012 - Service Manager ............... 523
Appendix B - Mapping Active Directory Domain Services Attributes to Properties in System
Center 2012 - Service Manager............................................................................................ 543
Appendix C - Mapping System Center 2012 - Service Manager Properties to Configuration
Manager Database Views ..................................................................................................... 547
Operations Guide for System Center 2012 - Service Manager ................................................... 562
Searching for Information in System Center 2012 - Service Manager .................................... 563
Managing Incidents and Problems in System Center 2012 - Service Manager ...................... 564
Sample Scenarios: Managing Incidents and Problems ........................................................ 565
Managing Incidents ............................................................................................................... 566
Combining Incidents into Parent-Child Groups ................................................................. 567
How to Create a Parent Incident from an Incident Form ............................................... 568
How to Link an Open Incident to a Parent Incident ....................................................... 569
How to Resolve a Parent Incident .................................................................................. 570
How to Link an Active Incident to a Resolved Parent Incident ...................................... 570
How to Reactivate a Resolved Parent Incident ............................................................. 571
How to Create a Parent Incident Template .................................................................... 571
How to View a Parent Incident from a Child Incident ..................................................... 572
How to Link a New Incident to a Parent Incident ........................................................... 573
Managing Incidents Overview ........................................................................................... 574
How to Change an Existing Incident ................................................................................. 576
How to Contact a User from an Incident Form .................................................................. 578
How to Create an Incident View and Personalize It .......................................................... 578
How to Resolve and Close an Incident ............................................................................. 580
Troubleshooting Incidents ..................................................................................................... 581
How to Troubleshoot an Incident Using a Service Map .................................................... 581
Managing Problems .............................................................................................................. 583
How to Resolve Problem Records and Related Incidents Automatically .......................... 585
How to Link an Incident or Change Request to a Problem Record .................................. 586
Managing Changes and Activities in System Center 2012 - Service Manager ....................... 587
Sample Scenario: Managing Changes and Activities ........................................................... 587
Initiating and Classifying a Change Request ........................................................................ 589
How to Create a New Change Request ............................................................................ 590
How to Add Related Items to a Change Request ............................................................. 592
How to Add Manual Activities to a Change Request......................................................... 592
How to Add Dependent Activities to a Change Request for Release Records ................. 593
Approving and Modifying Change Requests ........................................................................ 595
How to Edit a Change Request ......................................................................................... 595
How to Add a Change Reviewer ....................................................................................... 596
How to Approve a Review Activity Using the Console ...................................................... 597
Suspending and Resuming a Change Request ................................................................... 597
How to Put a Change Request on Hold ............................................................................ 598
How to Resume a Change Request .................................................................................. 598
How to Unblock a Failed Change Request ....................................................................... 599
Implementing and Closing a Change Request ..................................................................... 600
How to Complete or Fail a Manual Activity ....................................................................... 600
How to Close a Change Request ...................................................................................... 601
How to Send Automated Activity and Change Request Notifications ............................... 602
Managing Service Requests in System Center 2012 - Service Manager ................................ 604
How to Create a Service Request Using the Service Manager Console ............................. 605
How to Approve and Complete a Service Request Using Activities ..................................... 606
How to Cancel a Service Request ........................................................................................ 607
How to Close a Service Request .......................................................................................... 607
How to Edit a Service Request ............................................................................................. 608
How to View Service Request Details .................................................................................. 608
How to Duplicate or Hide Views for Service Requests ......................................................... 608
Managing Release Records in System Center 2012 - Service Manager ................................ 609
Sample Scenario: Managing Release Records .................................................................... 612
How to Create a Release Record ......................................................................................... 613
How to Create a Release Record Template ......................................................................... 614
Combining Release Records into Parent-Child Groups ....................................................... 615

How to Promote a Release Record to a Parent Release Record ..................................... 616
How to Demote a Parent Release Record to a Child Release Record ............................. 616
How to Link a Child Release Record to the Current Release Record .............................. 617
How to Unlink the Current Release Record from a Parent Release Record .................... 618
How to Unlink a Child Release Record from the Current Release Record ....................... 618
Defining Release Package Configuration Items ................................................................... 619
How to Create a Build Configuration Item ......................................................................... 619
How to Create an Environment Configuration Item ........................................................... 620
How to Add Release Package Information to a Release Record ..................................... 621
How to Create a Template for Parallel and Sequential Activities ......................................... 621
How to Choose Changes to Deploy...................................................................................... 622
How to Skip a Failed Activity ................................................................................................ 624
How to Determine Status and Progress for a Change Request in the Release Record ...... 624
Managing Chargeback Reports in System Center 2012 SP1 - Service Manager ................... 626
How to View and Use Chargeback Reports ......................................................................... 626
How to Configure Sample Chargeback Reports ................................................................... 627
Using Data Warehouse Reporting and Analytics in System Center 2012 - Service Manager 628
Data Warehouse and Analytics Overview ............................................................................ 629
Using and Managing Standard Reports................................................................................ 631
How to Run a Standard Report ......................................................................................... 634
How to Export Standard Report Data ................................................................................ 635
How to Create a Standard Linked Report in Service Manager ......................................... 636
How to Add a Standard Report to the Service Manager Favorite Reports Folder ............ 637
How to Configure Standard Report Subscriptions ............................................................ 637
How to Schedule a Standard Service Manager Report .................................................... 638
How to Add Non-Service Manager Reports to the Report Catalog ................................... 638
Standard Reports Available in Service Manager .............................................................. 639
Using OLAP Cubes for Advanced Analytics ......................................................................... 643
Understanding OLAP Cubes ............................................................................................. 645
About OLAP Cubes ........................................................................................................ 647
About Cube Partitioning ................................................................................................. 662
About Cube Processing ................................................................................................. 663
About Cube Deployment ................................................................................................ 666
Maintaining OLAP Cubes ............................................................................................... 667
Troubleshooting OLAP Cubes ....................................................................................... 668
How to Create an OLAP Cube Using a Management Pack .......................................... 671
Analyzing Data with Excel 2010 ........................................................................................ 673
How to View and Analyze an OLAP Data Cube with Excel .............................................. 674
Creating and Using Excel Slicers ...................................................................................... 675

How to Manage the Analysis Libraries .............................................................................. 676
How to Use the Analysis Library ....................................................................................... 677
Advanced Analytical Reports Available in System Center 2012 - Service Manager ........ 677
Creating and Deploying Dashboards ................................................................................ 680
How to Configure SharePoint Infrastructure for Dashboards ........................................ 682
How to Create a Data Source for Dashboard Designer................................................. 683
How to Build the Resolved Incidents Scorecard ............................................................ 684
How to Configure the KPI .............................................................................................. 685
How to Create the Incidents by Analyst Report ............................................................. 685
How to Create the Resolved Incidents Dashboard ........................................................ 686
How to Deploy the Resolved Incidents Dashboard ....................................................... 687
Customizing the Data Warehouse ........................................................................................ 688
About Data Warehouse Dimensional Modeling Using a Star Schema ............................. 689
About Fact Tables in the Data Warehouse ....................................................................... 690
About Outriggers in the Data Warehouse ......................................................................... 693
About Dimensions in the Data Warehouse ....................................................................... 696
Authoring for System Center 2012 - Service Manager................................................................ 702
Introduction to the Service Manager Authoring Guide ............................................................. 703
Overview of Management Packs .......................................................................................... 704
Overview of Authoring Methods for Service Manager .......................................................... 704
Overview of the Authoring Tool for System Center 2012 – Service Manager ...................... 706
Requirements for the Authoring Tool ................................................................................ 706
How to Set Up the Authoring Tool ..................................................................................... 707
Authoring Tool Panes ........................................................................................................ 708
Upgrading Management Packs to Work with the Authoring Tool in System Center 2012 -
Service Manager ............................................................................................................ 709
Management Packs: Key Concepts...................................................................................... 712
Working with Management Packs in the Service Manager Console .................................... 715
Working with Management Packs in the Authoring Tool ...................................................... 716
How to Open a Management Pack File in the Authoring Tool .......................................... 716
How to Create a New Management Pack File in the Authoring Tool ................................ 717
Working with Management Pack XML Files ......................................................................... 718
Changes to the System Center Common Schema ........................................................... 718
Directly Authoring a Management Pack File to Manage Projectors .................................. 725
How to Seal a Service Manager Management Pack ............................................................ 750
How to Bundle Management Packs and Resource Files ..................................................... 751
How to Unbundle a Bundled Management Pack .................................................................. 751
Classes: Customizing and Authoring ....................................................................................... 753
Classes: Key Concepts ......................................................................................................... 753
How to Browse a Class in the Authoring Tool ...................................................................... 763
How to Edit Details of a Class in the Authoring Tool ............................................................ 764
How to Create a Class Using Inheritance in the Authoring Tool .......................................... 765
How to Extend a Class in the Authoring Tool ....................................................................... 766
Forms: Customizing and Authoring .......................................................................................... 767
Forms: Key Concepts ........................................................................................................... 769
Forms: General Guidelines and Best Practices .................................................................... 771
Guidelines and Best Practices for Authoring Forms in the Authoring Tool .......................... 779
How to Browse a Form in the Authoring Tool ....................................................................... 779
How to Customize a Form in the Authoring Tool .................................................................. 780
How to Create a New Form in the Authoring Tool ................................................................ 781
How to Add a Check Box Control to a Form in the Authoring Tool ...................................... 784
How to Add a Date Picker Control to a Form in the Authoring Tool ..................................... 784
How to Add an Image Control to a Form in the Authoring Tool ............................................ 785
How to Add a Label Control to a Form in the Authoring Tool ............................................... 785
How to Add a List Picker Control to a Form in the Authoring Tool ....................................... 786
How to Add a Panel Control to a Form in the Authoring Tool .............................................. 787
How to Add a Single Instance Picker Control to a Form in the Authoring Tool .................... 787
How to Add a Tab Control and Tab Item Controls to a Form in the Authoring Tool ............. 788
How to Add a Text Box Control to a Form in the Authoring Tool ......................................... 788
How to Add a User Picker Control to a Form in the Authoring Tool ..................................... 789
How to Customize the Default Incident Form (Sample Scenario) ........................................ 790
Properties of Form Controls .................................................................................................. 792
Workflows: Customizing and Authoring ................................................................................... 798
Automating IT Processes with Workflows............................................................................. 799
The Activity Library ............................................................................................................ 801
Managing Workflows ......................................................................................................... 804
How to Save and Build a Workflow ................................................................................ 806
How to Copy a Workflow ................................................................................................ 807
How to Edit a Workflow's Details ................................................................................... 807
How to Delete a Workflow .............................................................................................. 808
Adding or Removing Workflow Activities ........................................................................... 808
How to Add an Activity to a Workflow ............................................................................ 809
How to Copy and Paste an Activity Within a Workflow .................................................. 810
How to Add a Script to a Workflow ................................................................................ 810
How to Add a Control Flow Activity to a Workflow ......................................................... 811
How to Remove an Activity from a Workflow ................................................................. 812
Configuring the Way Activities Manage and Pass Information ......................................... 813

How to Set an Activity Property to Use a Value from Another Activity .......................... 814
How to Set an Activity Property to Use a Value from the Trigger Class ........................ 815
How to Deploy a Workflow to Service Manager ................................................................... 816
Configuring the Activities Toolbox ........................................................................................ 817
Modifying the Default Toolbox ........................................................................................... 817
How to Install a Custom Activity Assembly .................................................................... 817
How to Remove a Custom Activity Assembly ................................................................ 818
Personalizing the Activities Toolbox .................................................................................. 819
How to Create a Personalized Activity Group ................................................................ 819
How to Rename a Personalized Activity Group ............................................................. 820
How to Add Activities to a Personalized Activity Group ................................................. 820
How to Remove Activities from a Personalized Activity Group ..................................... 821
How to Delete a Personalized Activity Group ................................................................ 821
Workflow Activity Reference ................................................................................................. 821
Active Directory Activities .................................................................................................. 822
Add AD DS User to Group Activity ................................................................................. 824
Control Flow Activities ....................................................................................................... 825
IfElse Activity .................................................................................................................. 829
Parallel Activity ............................................................................................................... 830
Get VM Activity ............................................................................................................... 831
Move VM Activity ............................................................................................................ 834
Shutdown VM Activity .................................................................................................... 838
Start VM Activity ............................................................................................................. 841
Script Activities .................................................................................................................. 847
VBScript Script Activity................................................................................................... 851
Guidelines for Creating Custom Activities ......................................................................... 863
Sample Activity - Setting an Activity's Status to Completed .............................................. 876
Sample Scenario: The Woodgrove Bank Customization ......................................................... 880
Prerequisites for the Woodgrove Bank Customization Scenario .......................................... 882
High-Level Steps of the Woodgrove Bank Customization Scenario .................................... 883

Pack ................................................................................................................................... 885
Step 3: Create the WF Workflow .......................................................................................... 887
Step 4: Move the Assembly Files to the Service Manager Console ..................................... 890
Step 5: Bundle and Import the Custom Management Pack to Service Manager ................. 890
Step 6: Extend the Change Area Enumeration List .............................................................. 891
Step 7: Create a New Task ................................................................................................... 892
Step 8: Create a New View ................................................................................................... 892
Step 9: Create a New Change Request Template ............................................................... 893
Step 10: Create a Notification Template and Subscription (Optional) .................................. 894
Step 11: Use the New Compliance Change Request Process ............................................ 895
Views Sample Scenario: How to Customize a Column Title in a View .................................... 896
Reports Sample Scenario: How to Include Dashboards and Reports in Custom Views ......... 897
Disaster Recovery Guide for System Center 2012 - Service Manager ....................................... 904
Disaster Recovery Scenarios Overview ................................................................................... 904
Prepare for Service Manager Disaster Recovery .................................................................... 906
Deployment Strategy for Service Manager ........................................................................... 907
Backing Up Service Manager Management Servers............................................................ 907
How to Back Up the Encryption Key in Service Manager ................................................. 908
Backing Up Service Manager Databases ............................................................................. 908
How to Start the SQL Server 2008 Script Wizard ............................................................. 910
How to Start the SQL Server 2008 R2 Script Wizard ........................................................ 911
Backing Up Unsealed Management Packs in Service Manager .......................................... 912
How to Back Up Unsealed Management Packs ............................................................... 913
Implement Service Manager Disaster Recovery ...................................................................... 913
Database Recovery in Service Manager .............................................................................. 914
Management Server Disaster Recovery in Service Manager .............................................. 914
How to Restore the Service Manager Encryption Key ...................................................... 915
How to Recover a Service Manager Management Server ................................................ 916
How to Recover a Data Warehouse Management Server ................................................ 917
How to Promote a Service Manager Management Server................................................ 918
Import Unsealed Management Packs in Service Manager .................................................. 920
How to Import Management Packs ................................................................................... 920
Glossary for System Center 2012 – Service Manager ................................................................ 920
Privacy Statement for System Center 2012 - Service Manager .................................................. 927
Release Notes for System Center 2012 - Service Manager ....................................................... 932
Release Notes for System Center 2012 - Service Manager .................................................... 932

[This topic is pre-release documentation and is subject to change in future releases. Blank topics are included as placeholders.]
19
What's New in System Center 2012 for Service Manager
System Center 2012 Service Pack 1 (SP1) – Service Manager, and System Center 2012 R2
Service Manager have a number of new capabilities and changes outlined in this document. Each
version of Service Manager has its own section covering what is new.
What’s New What's New in System Center 2012 SP1 - Service Manager
What's New in System Center 2012 R2 Service Manager
What's New in System Center 2012 SP1 - Service Manager In System Center 2012 SP1, Service Manager provides bug fixes and new features. The
following list summarizes the new functionality in Service Manager.
We urge you to read the Release Notes for System Center 2012 SP1 - Service Manager for
details about known issues.
Chargeback Chargeback helps you apply cloud-based pricing on Virtual Machine Manager (VMM) fabric and
show that information to customers in order to minimize virtual machine oversubscription and
underutilization. Chargeback illustrates how you can use System Center 2012 Service Pack 1
(SP1) in a cross-platform environment where you use multiple Service Manager components to
achieve your business goals.
In Service Manager, chargeback consists of a new node in the Administration workspace, new
OLAP data cubes, and sample Excel reports.
Improved Operations Manager Integration An System Center 2012 – Operations Manager SP1 agent is automatically installed as part of
Service Manager SP1. After Setup completes, you must manually configure the agent for use
with the Operations Manager management server. The agent is compatible with System Center
Operations Manager 2007 R2, System Center 2012 – Operations Manager, and System
Center 2012 – Operations Manager SP1.

20
To validate that the Operations Manager Agent was installed, open Control Panel and verify that
the Operations Manager Agent is present. To manually configure the Operations Manager agent,
see Configuring Agents.
SQL Server 2012 Support All databases used by Service Manager are supported on all editions of SQL Server 2012.
Windows Server 2012 and Windows 8 Support
All Service Manager roles, except the Self-Service Portal SharePoint web parts, are supported on
all editions of Windows Server 2012.
Windows 8 is supported for the Service Manager console and for end-users accessing the Self-
Service Portal.
What's New in System Center 2012 R2 Service Manager System Center 2012 R2 Service Manager is supported on the following operating systems:
Windows Server 2012 R2 Preview
Windows 8.1 Preview
For details about known issues, read the Release Notes for Service Manager in System Center
2012 R2.
Planning for System Center 2012 - Service Manager
Welcome to the System Center 2012 – Service Manager Planning Guide. This guide helps you
understand the hardware and software requirements as well as software roles you need to
prepare for Service Manager before deploying it for use in your organization. Also in this guide
are general guidelines that can help you plan for the better hardware and software performance
and scalability.
Planning Guide Topics Planning for System Center 2012 - Service Manager Deployment
Describes the pieces that make up Service Manager, such as the Service Manager
management server, the Service Manager database, the data warehouse management
server, the data warehouse databases, and the Service Manager console. This section also

21
describes the hardware and software requirements, the databases created by Service
Manager, and the port numbers used by Service Manager.
Preparing for System Center 2012 - Service Manager Deployment
Describes how to prepare a computer to host Service Manager. For example, the topics in
this section describe how to uninstall a previous version of Service Manager and how to
make sure that SQL Server Reporting Services (SSRS) is installed. They also describe the
account considerations for you to consider.
Planning for Performance and Scalability in System Center 2012 - Service Manager
Describes the issues that affect performance and scalability in Service Manager. Also
suggests best practices to achieve good performance using suggested hardware
configurations.
Other Resources for This Component TechNet Library main page for System Center 2012 – Service Manager
Deployment Guide for System Center 2012 – Service Manager
Administrator’s Guide for System Center 2012 – Service Manager
Operations Guide for System Center 2012 – Service Manager
Downloadable Documentation You can download a copy of this technical documentation from the Microsoft Download Center .
Always use the TechNet library for the most up-to-date information.
Planning for System Center 2012 - Service Manager Deployment For System Center 2012 – Service Manager, several deployment options are available, and three
options are presented in this guide.
The first deployment option uses one physical computer and one virtual computer. The physical
computer hosts the Service Manager management server, the Service Manager database, and
the data warehouse databases, and it also hosts the virtual server. The virtual computer hosts the
data warehouse management server. This deployment is used primarily for lightweight or first-
impression evaluation of Service Manager. No scalability or performance estimates are available
for this scenario.
A second deployment option requires the use of two computers. The first computer hosts the
Service Manager management server and the Service Manager database. The second computer
hosts the data warehouse management server and the data warehouse databases. If you do not
need reporting services, you can—at an absolute minimum—install Service Manager on one
computer that hosts both the Service Manager management server and the Service Manager
database.

22
A third deployment option maximizes performance and scalability by using four computers. Two
computers host the management servers, and the remaining two computers host the databases.
The computers hosting the databases are the only two computers in this scenario that require the
installation of Microsoft SQL Server 2008.
You might decide that, for the evaluation phase, you will choose the option to install Service
Manager on two computers. After installing Service Manager in the lab, you can import data from
Active Directory Domain Services (AD DS) and System Center Configuration Manager, and then
you can import data and alerts from Operations Manager. You would then configure User Roles
within Service Manager and, if necessary, manually add users that were not imported from
AD DS. The following illustration represents an overview of this installation and initial
configuration.
You can limit the number of SQL Server licenses that you need by placing all of the Service

23
You continue the deployment process by creating several templates; configuring initial
parameters; creating queues, lists, and groups; and then creating a management pack to save
these custom objects.
After the evaluation phase is complete, you might install Service Manager in a production
environment and select the deployment scenario in which Service Manager is installed on four
computers.
Multiple Service Manager Management Servers and One Data Warehouse The Service Manager management server and its associated Service Manager database make
up a Service Manager management group. The data warehouse management server and its
associated databases make up a data warehouse management group. After deploying Service
Manager, you will register the Service Manager management group with the data warehouse
management group.
In your enterprise, you might create multiple Service Manager management groups. You can
centralize reporting for multiple Service Manager management groups by registering multiple
Service Manager management groups with a single data warehouse management group. For
more information, see How to Run the Data Warehouse Registration Wizard.
Planning for Deployment Topics System Center 2012 - Service Manager Parts
Describes the six major parts of a Service Manager installation.
SQL Server Requirements for System Center 2012 - Service Manager

24
Describes the two SQL Server roles that are used by Service Manager, SQL Server Analysis
Services (SSAS) and SQL Server Reporting Services (SSRS).
System Center 2012 - Service Manager Evaluation, Retail, and Select Editions
Describes the retail and select editions of Service Manager and what effect selecting the 180-
day evaluation installation has on these two editions.
Supported Configurations for System Center 2012 - Service Manager
Describes the hardware and software requirements for Service Manager. Specific
considerations about the software that you need to install to support Service Manager are
included.
Operations Manager Considerations in System Center 2012 - Service Manager
Describes information that you need to know if you are planning to deploy Service Manager
in an environment that hosts Operations Manager 2007.
Language Support for System Center 2012 - Service Manager
Describes the languages that are supported in Service Manager.
Databases Created by System Center 2012 - Service Manager
Describes the four databases that will be created as a result of deploying Service Manager.
Port Assignments for System Center 2012 - Service Manager
Describes the TCP/IP ports that Service Manager uses.
Other Resources for This Component TechNet Library main page for System Center 2012 – Service Manager
Planning Guide for System Center 2012 – Service Manager
Deployment Guide for System Center 2012 – Service Manager
Administrator’s Guide for System Center 2012 – Service Manager
Operations Guide for System Center 2012 – Service Manager
System Center 2012 - Service Manager Parts
There are six major parts of a System Center 2012 – Service Manager installation, as described
in the following table.
Service Manager part Description
Service Manager management server 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 database The database that contains Service Manager

25
work items, such as incidents, change
requests, and the configuration for the product
itself. This is the Service Manager
implementation of a Configuration Management
Database (CMDB).
Data warehouse management server The computer that hosts the server piece of the
data warehouse.
the business data that Service Manager
generates. These databases are also used for
reporting.
Service Manager console The user interface (UI) piece that is used by
both the help desk analyst and the help desk
administrator to perform Service Manager
functions, such as incidents, changes, and
tasks. This part is installed automatically when
you deploy a Service Manager management
server. In addition, you can manually install the
Service Manager console as a stand-alone part
on a computer.
Self-Service Portal A web-based interface into Service Manager.
All computers that host any part of Service Manager must be domain joined.
SQL Server Requirements for System Center 2012 - Service Manager
Microsoft® SQL Server® hosts the databases that System Center 2012 – Service Manager
creates. In addition, Service Manager requires SQL Server Analysis Services (SSAS) to work
with Microsoft Online Analytical Processing (OLAP) cubes. SQL Server Reporting Services
(SSRS) is required to support Service Manager reporting.
All SQL Server requirements are listed at SQL Server and SQL Server editions are listed at
Operating System and Database Edition Support.
Important
Note

26
Service Manager 2012 with no service pack is supported on SQL Server 2008 R2 without
a service pack. Service Manager 2012 SP1 requires SQL Server 2008 R2 SP1 or later.
SQL Server 2012 Standard and Enterprise Editions
SQL Server 2012 is available in Standard, Enterprise, and Business Intelligence editions. Service
Manager will function with all editions. However, there are additional features available in
SQL Server 2012 Enterprise that can enhance your experience with the Service Manager data
warehouse:
Analysis Services Files: In the Enterprise and Business Intelligence editions of
SQL Server 2012, you can decide where Analysis Services database files will be stored. In
the Standard edition, there is only one default location for the files.
Cube Processing: In the Enterprise and Business Intelligence editions, cubes are processed
incrementally each night. In the Standard edition, the entire cube is processed each night and
therefore, the amount of processing time required will increase as more data is accumulated.
Cubes can still be queried when being processed however, reporting performance will be
reduced.
Measure Group Partitions: In the Enterprise and Business Intelligence editions, measure
groups are partitioned on a monthly basis, instead of as one large partition. This reduces the
amount of time it takes to process the partition.
PowerPivot: In the Enterprise and Business Intelligence editions, you can use Microsoft SQL
Server PowerPiviot for SharePoint.
You must make your decision to use either the Standard, Enterprise, or Business Intelligence
editions of SQL Server 2012 before you install Service Manager. It is possible to use a
combination of editions for the Service Manager database and use a different edition for the data
warehouse databases.
For more information comparing SQL Server editions, see SQL Server 2012 Editions.
Service Manager was tested using the Standard and Enterprise editions of
SQL Server 2012.
For information about the specific versions of SQL Server that are supported in Service Manager
see Software Requirements for System Center 2012 - Service Manager .
SQL Server 2008 R2 Standard and Enterprise Editions
SQL Server 2008 R2 is available in both Standard and Enterprise editions. Service Manager will
function with both editions. How

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