Introduction



Test Lab Guide: Demonstrate System Center Service Manager 2010 SP1Microsoft CorporationPublished: March 15, 2011Author: John DowningAbstractThis document will help architects, consultants, system engineers, and system administrators demonstrate System Center Service Manager 2010 Service Pack 1 (SP1) in a test lab.This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it. Some examples depicted herein are provided for illustration only and are fictitious.? No real association or connection is intended or should be inferred.This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. You may modify this document for your internal, reference purposes.? 2011 Microsoft Corporation. All rights reserved.Microsoft, Active Directory, SQL Server, Windows, Windows Server, and Windows?Vista are trademarks of the Microsoft group of companies.All other trademarks are property of their respective owners.Revision HistoryRelease DateChangesMarch 2011Original release of this guide.Contents TOC \o "1-5" \h Introduction PAGEREF _Toc287966341 \h 5Product Overview PAGEREF _Toc287966342 \h 5In This Guide PAGEREF _Toc287966343 \h 5Test Lab Overview PAGEREF _Toc287966344 \h 6Hardware and Software Requirements PAGEREF _Toc287966345 \h 7Steps for Configuring Service Manager 2010 SP1 Test Lab PAGEREF _Toc287966346 \h 8Step 1: Complete the Base Configuration PAGEREF _Toc287966347 \h 9How to Add the APP2 Server to the Domain PAGEREF _Toc287966348 \h 10How to Install the Web Server (IIS) role and .NET Feature on APP2 PAGEREF _Toc287966349 \h 12How to Add Users to the Corp Domain PAGEREF _Toc287966350 \h 12Step 2: Install SQL Server 2008 on APP1 and APP2 PAGEREF _Toc287966351 \h 13Step 3: Prepare for Service Manager 2010 SP1 Deployment PAGEREF _Toc287966352 \h 14How to Download and Install the Authorization Manager Hotfix PAGEREF _Toc287966353 \h 15How to Install the Microsoft Report Viewer Redistributable Security Update PAGEREF _Toc287966354 \h 16Step 4: Install Service Manager 2010 SP1 PAGEREF _Toc287966355 \h 17How to Install the Service Manager Management Server PAGEREF _Toc287966356 \h 18How to Install the Service Manager Data Warehouse PAGEREF _Toc287966357 \h 19How to Install the Service Manager Console PAGEREF _Toc287966358 \h 21How to Install the Service Manager Self-Service Portal PAGEREF _Toc287966359 \h 21Step 5: Verify the installation PAGEREF _Toc287966360 \h 23How to Validate the Installation of Service Manager Management Server 2010 SP1 PAGEREF _Toc287966361 \h 23Step6: Preserve the Configuration PAGEREF _Toc287966362 \h 25Step 7: Configure Service Manager to import data from the Active Directory Domain PAGEREF _Toc287966363 \h 25How to Create an Active Directory Connector PAGEREF _Toc287966364 \h 26Step 8: Configure Incident Settings PAGEREF _Toc287966365 \h 27How to Configure Incident Settings PAGEREF _Toc287966366 \h 27Step 9: Configure Service Manager User Roles PAGEREF _Toc287966367 \h 29How to Configure User Roles PAGEREF _Toc287966368 \h 30Step 10: Incident Management PAGEREF _Toc287966369 \h 31How to Create an Incident PAGEREF _Toc287966370 \h 31How to Resolve an Incident PAGEREF _Toc287966371 \h 33IntroductionProduct OverviewSystem Center Service Manager 2010 Service Pack 1 (SP1), a new addition to the System Center suite of products, delivers an integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.Service Manager provides built-in processes based on industry best practices for incident and problem resolution, change control, and asset life cycle management. Through its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager, System Center Configuration Manager, and Active Directory Domain Services.By orchestrating and unifying this knowledge across the System Center suite, Service Manager helps IT continuously adapt to new business requirements while reducing costs, lowering time to resolution, and helping to align IT to your organization’s business.In This GuideThis guide contains instructions for setting up a test lab based on the System Center Service Manager 2010 Service Pack 1 (SP1) Test Lab Guide and deploying Service Manager 2010 SP1 using the following resources. Once you have Service Manager 2010 SP1 installed, you will create a connector to import data from the Contoso Active Directory domain, assign user roles, and create and resolve an incident.StepGuideStart by creating a Windows Server environment including Active Directory Domain Services, DNS, and DHCP.Base Configuration Test Lab Guide ()Install SQL Server 2008 on the applications computers you created in the previous step.SQL Server 2008 R2 Test Lab Guide ().Install System Center Service Manager 2010 Service Pack 1 (SP1) using this guide.Service Manager Test Lab Guide ()More information about these and other test lab guides can be found on the Test Lab Guides Wiki Page ().Note The following instructions are for configuring a Service Manager 2010 SP1 test lab using the minimum number of computers. Individual computers are needed to separate the services provided on the network and to clearly show the desired functionality. This configuration is neither designed to reflect best practices nor does it reflect a desired or recommended configuration for a production network. The configuration, including IP addresses and all other configuration parameters, is designed only to work on a separate test lab network.Trying to adapt this Service Manager 2010 SP1 test lab configuration to a pilot or production deployment will result in configuration or functionality issues. To ensure proper configuration and operation for your pilot or production Service Manager 2010 SP1 deployment, use the information in the System Center Service Manager 2010 SP1 Planning Guide () and System Center Service Manager 2010 SP1 Deployment Guide ().Test Lab OverviewIn this lab, you will start your test environment using the Base Configuration Test Lab Guide (). The Base Configuration Test Lab Guide requires you to build an environment as shown in the following diagram.Base ConfigurationFor the purposes of this Service Manager 2010 SP1 test lab guide, none of the servers on the Internet subnet are needed, however if you have already created the environment described in the Base Configuration Test Lab Guide, you can proceed with this guide. In addition, you will create a second application server for Service Manager. The test lab you create will appear as shown in the following diagram.Service Manager 2010 SP1 ConfigurationThis test lab will demonstrate basic Service Manager functionality. The purpose of this test lab is to allow for the creation of a basic test lab environment that consists of Service Manager 2010 SP1. This test lab guide can be used as a building block for additional test lab guides that demonstrate increased functionality or additional features of Service Manager 2010 SP1.Hardware and Software RequirementsThe following software is required:?The product disc or files for Windows Server 2008 R2 Enterprise Edition.?The product disc or files for SQL Server 2008 R2.?The product disc or files for System Center Service Manager 2010 Service Pack 1 (SP1).?The files for the Authorization Manager Hotfix (instructions are in this guide).The following table provides a summary of the Microsoft software that is used in this guide.SoftwareAdditional InformationSystem Center Service Manager 2010 Service Pack 1 (SP1) (trial software)System Center Service Manager 2010 SP1 ()Authorization Manager HotfixHotfix 975332, Users and applications cannot access authorization rules that are stored in Authorization Manager (). For more information, see Step 3: Prepare for Service Manager 2010 SP1 Deployment in this guide.Microsoft Report Viewer Redistributable Security UpdateHotfix 97119: During installation of a Service Manager console, the prerequisite checker checks whether the security update for Microsoft Report Viewer 2008 Service Pack 1 Redistributable Package has been installed. If you have not installed this security update, you will be able to during installation using the files included with Service Manager 2010 SP1. For more information, see Step 3: Prepare for Service Manager 2010 SP1 Deployment in this guide.Steps for Configuring Service Manager 2010 SP1 Test LabThere are ten steps to follow when you set up a Service Manager 2010 SP1 test lab based on the Service Manager 2010 SP1 Test Lab Guide.?Step 1: Complete the Base Configuration. The Base Configuration is the core of all Test Lab Guide scenarios. The first step is to complete the Base Configuration. For the Service Manager 2010 SP1 test lab, you do not need the Internet subnet (INET1 or EDGE1 servers). You will need to configure a second application server, APP2.?Step 2: Install SQL Server 2008 on APP1 and APP2. Use the SQL Server 2008 Test Lab Guide to install Microsoft SQL Server 2008 on both APP1 and APP2.?Step 3: Prepare for Service Manager 2010 SP1 Deployment. Perform the steps necessary to prepare for the installation of Service Manager 2010 SP1. These steps include creating service accounts used by Service Manager 2010 SP1 and the installation of an Authorization Manager Hotfix and the Microsoft Report Viewer Redistributable Security Update.?Step 4: Install Service Manager 2010 SP1. Install Service Manager 2010 SP1 on two computers, APP1 and APP2.?Step 5: Verify the installation. Verify that the Service Manager 2010 SP1 is installed and that the services are running.?Step 6: Preserve the Configuration. Preserve your test lab environment.?Step 7: Configure Service Manager to import data from the Active Directory Domain Configure Service Manager to import configuration items from the Active Directory domain.?Step 8: Configure Incident Settings Configure settings such as resolution times, priority calculations based on impact and urgency, and the number of files and their file size that can be attached to an incident.?Step 9: Configure Service Manager User Roles Configure users for specific user roles within Service Manager.?Step 10: Incident Management Create and resolve a new incident.This guide describes how to configure the Service Manager 2010 SP1 test lab computers, how to configure Service Manager 2010 SP1, how to verify the installation, and how to preserve the configuration. The following sections provide details about how to perform these tasks.Step 1: Complete the Base ConfigurationCarry out the instructions in the Base Configuration Test Lab Guide. The Base Configuration Test Lab guide describes how to build a base configuration for a test lab environment. For information see Test Lab Guide: Base Configuration (). In the base configuration test lab guide, you will be instructed to build an environment as shown below.Base ConfigurationFor the Service Manager 2010 SP1 test lab environment, you do not need the computers on the Internet subnet (INET1 and EDGE1). You will need a second application server (APP2) as shown in the following diagram.Service Manager 2010 SP1 Base ConfigurationYou will need to install the Web Server (IIS) role to the APP2 computer and add some users to the domain for use with Service Manager.How to Add the APP2 Server to the DomainThe APP2 server will host your data warehouse management server and the data warehouse databases. The APP2 configuration process consists of the following steps:1.Install the operating system.2.Configure TCP/IP.3.Join the computer to the domain.To install the operating system on APP21.Start the installation of Windows Server?2008?R2 Enterprise Edition. A Windows Server 2008 R2 Evaluation Free 180-Day Trial is available at the instructions to complete the installation, specifying a strong password for the local Administrator account. Log on using the local Administrator account.3.Connect APP2 to a network that has Internet access and run Windows Update to install the latest updates for Windows Server 2008 R2.4.Connect APP2 to the Corpnet subnet.To configure TCP/IP properties1.In Initial Configuration Tasks, click Configure networking.2.In the Network Connections window, right-click Local Area Connection, and then click Properties.3.Click Internet Protocol Version 4 (TCP/IPv4), and then click Properties.4.Select Use the following IP address. In IP address, type 10.0.0.4. In Subnet mask, type 255.255.255.0.5.Select Use the following DNS server addresses. In Preferred DNS server, type 10.0.0.1.6.Click Advanced, and then click the DNS tab. In DNS suffix for this connection, type corp., click OK twice, and then click Close.7.Close the Network Connections window and leave the Initial Configuration Tasks window open.8.To check name resolution and network communication between APP2 and DC1, click Start, click All Programs, click Accessories, and then click Command Prompt.9.In the Command Prompt window, type ping dc1.corp..10.Verify that there are four replies from 10.0.0.1.11.Close the Command Prompt window.To join APP2 to the CORP domain1.In Initial Configuration Tasks, click Provide Computer Name and Domain.2.In the System Properties dialog box, on the Computer Name tab, click Change.3.In Computer Name, type APP2. In Member of, click Domain, and then type corp..4.Click OK.5.When you are prompted for a user name and password, type User1 and its password, and then click OK.6.When you see a dialog box welcoming you to the corp. domain, click OK.7.When you are prompted to restart the computer, click OK.8.On the System Properties dialog box, click Close.9.When you are prompted to restart the computer, click Restart Now.10.After the computer restarts, click Switch User, click Other User and then log on to the CORP domain with the User1 account.11.In Initial Configuration Tasks, click Do not show this window at logon, and then click Close.How to Install the Web Server (IIS) role and .NET Feature on APP2Before you install SQL Server 2008 on the APP2 server, you will need to install the Web Server (IIS) role and .NET Framework 3.5.Install the Web Server (IIS) role1.On the Windows desktop, click Start, click Administrative Tools, and then click Server Manager.2.In the console tree of Server Manager, click Roles. 3.In the details pane, click Add Roles, and then click Next.4.On the Select Server Roles page, select Web Server (IIS), and then click Next three times, and then click Install.5.Verify that the installation was successful, and then click Close.Install .NET Framework 3.51.In the Server Manager pane, click Features.2.In the Features pane, click Add Features.3.Perform the following steps in the Add Features Wizard:a.On the Select Features page, click .NET Framework 3.5.1 Features.b.On the Add Features Wizard page, click Add Required Role Services.c.On the Select Features page, click Next three times.d.On the Confirm Installation Selections page, click Install.e.On the Installation Results page, click Close.4.Close Server Manager.How to Add Users to the Corp DomainAdd the following users to the corp. domain controller.UserLogonRoleJeff FordjfordComputer Repair TechnicianGarret YounggyoungE-mail AdministratorAaron LeealeeAccountantPhil GibbonspgibbonsCEOKathy JordankjordanHelp Desk Call TakerTo add users to the domain controller1.Log on to the DC1 computer with the CORP\Administrator account.2.On the Windows desktop, click Start, click Administrative Tools, and then click Active Directory Users and Computers.3.In the Active Directory Users and Computers pane, expand corp., right-click Users, point to New, and then click User.4.In the New Object – User dialog box, follow these steps:a.In First name, type Jeff.b.In Last name, type Ford.c.In User logon name, type jford, and then click Next.d.In Password and Confirm password, type a strong password.e.Clear the User must change password at next logon check box and select the Password never expires check box, click Next, and then click Finish.5.In the Active Directory Users and Computers pane, right-click the user Jeff Ford, and then click Copy.6.In the Copy Object – User dialog box, follow these steps:a.In First name, type Garret.b.In Last name, type Young.c.In User logon name, type gyoung, and then click Next.d.In Password and Confirm password, type a strong password, click Next, and then click Finish.e.Repeat steps 6a – 6d for the remaining users, Aaron Lee, Phil Gibbons, and Kathy Johnson.7.In the Active Directory Users and Computers pane, click Close.Step 2: Install SQL Server 2008 on APP1 and APP2Carry out the instructions in the SQL Server Test Lab Guide. They describe how to install SQL Server 2008 R2. For more information, see the SQL Server 2008 R2 Enterprise Test Lab Guide (). The SQL Server 2008 Test Lab Guide shows you how to install SQL Server on the APP1 server. For this lab, you will need to perform the same procedure on both the APP1 and APP2 servers.The instructions in the SQL Server test lab guide use the default collation (SQL_Latin1_General_CP1_CI_AS). Using the default collation in SQL Server will cause the following warning to appear when you install Service Manager 2010 SP1.Multiple languages will not be not supported in Service Manager if you use the default collation (SQL_Latin1_General_CP1_CI_AS). If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. If you are not planning to support multiple languages in your test lab, you can use the default collation. If you want to test multiple languages in your Service Manager test lab, you will want to change the collation used by SQL Server. During SQL Server setup, on the Server Configuration page, click the Collation tab, and then click Customize for both the Database Engine and Analysis Services entries. For more information about multiple language support, see "Language Support for Service Manager 2010 SP1" in the System Center Service Manager 2010 SP1 Planning Guide ().Important Use the same SQL Server collations for both installations on APP1 and APP2.You can download a copy of Microsoft SQL Server 2008 Trial Software at 3: Prepare for Service Manager 2010 SP1 DeploymentThis section describes how to prepare the APP1 and APP2 computers for System Center Service Manager?2010 SP1 deployment. In the Base Configuration Test Lab Guide, you installed Windows Server 2008 making User1 the domain administrator. For the purposes of this test lab guide, you will be using this account to both run setup and for the various accounts you will be creating in Service Manager. This section also describes how to install a mandatory hotfix and security update.How to Download and Install the Authorization Manager HotfixThe Authorization Manager hotfix (KB975332) is normally obtained by connecting to a website and requesting an e-mail that contains the download instructions. In this test lab guide environment you will not have access to the Internet. Therefore, you will need to download this hotfix and copy it to the APP1 and APP2 computers in your test lab environment. How to download and install the Authorization Manager hotfix is described below.This hotfix is available for both 32-bit and 64-bit operating systems. The type of files you are allowed to download is determined when you connect to the website to request the e-mail. Therefore, you must connect to the website from a computer using the same 32-bit or 64-bit operating system that you installed in your test lab environment. Use the following steps to download and install the Authorization Manager hotfix.You will need to install this hotfix on computers hosting the following Service Manager parts:?Service Manager management server (APP1)?Data warehouse management server (APP2)?Self-Service Portal (APP1)Note The installation of this hotfix on the Service Manager and data warehouse management servers requires a computer restart.To download the Authorization Manager hotfix1.On a computer with access to the Internet, open a browser and connect to knowledge base article 975332, Users and applications cannot access authorization rules that are stored in Authorization Manager ().2.On the knowledge base article page, click View and request hotfix downloads.3.On the Hotfix Request page, select Windows 7/Windows Server 2008 R2.4.On the Hotfix Request page, enter your e-mail address, type the characters in the CAPTCHA image, and then click Request hotfix.5.In the e-mail you receive, you will be provided with a URL and password. Make note of the password, and then click the URL to start the download.6.In the File Download – Security Warning dialog box, click Save.7.In the Save As dialog box, browse to a folder where you want to save the hotfix.To install the Authorization Manager hotfix1.Open Windows Explorer, locate the folder where you downloaded the hotfix, and then copy the hotfix to the APP1 and APP2 computers in your test lab guide environment.2.On both the APP1 and APP2 computers, open Windows Explorer and locate the folder where you downloaded the hotfix, then double-click the file to extract the hotfix files. You will need the password that you received in your e-mail.3.Double-click the file you extracted.4.In the Windows Update Standalone Installer dialog box, click OK.5.On the Installation complete page, on the computers hosting the Service Manager and data warehouse management servers, click Restart Now and on the computer hosting the Self-Service Portal, click Close.To verify the installation of the Authorization Manager hotfix1.On the Windows desktop, click Start, point to Settings, and then click Control Panel.2.In the Control Panel window, double-click Programs and Features.3.In the Programs and Features window, in the Tasks area, click View installed updates.4.Scroll through the list, locate Microsoft Windows, and then confirm that Hotfix for Microsoft Windows (KB975332) is listed.How to Install the Microsoft Report Viewer Redistributable Security UpdateFor the computers that will host the Service Manager console, APP1 and CLIENT1, you will need to install the Microsoft Report Viewer Redistributable security update. Follow this procedure to install the update.Note If your system is configured to use a language other than English, you must manually install the Report Viewer Language Pack for that language. You can download the Microsoft Report Viewer Redistributable 2008 SP1 Language Pack from the Microsoft Download Center ().To install the Microsoft Report Viewer Redistributable security update1.On the APP1 computer, open Windows Explorer.2.Locate the drive that contains the Service Manager installation media, and then open the Prerequisites folder3.Double-click the file ReportViewer.4.On the Welcome to Microsoft Report Viewer Redistributable 2008 (KB971119) Setup page, click Next.5.On the License Terms page, read the Microsoft Software License Terms, and, if applicable, click I have read and accept the license terms, and then click Install.6.On the Setup Complete page, click Finish.7.Repeat this procedure on the CLIENT1 computer.Step 4: Install Service Manager 2010 SP1In this test lab, you will install the Service Manager management server and data warehouse management server on two computers. The first computer, APP1 hosts the Service Manager management server and the Service Manager database. The second computer, APP2, hosts the data warehouse management server and the data warehouse databases. This deployment topology is shown in the following diagram.Service Manager PartsImportant For this release, Service Manager 2010 SP1 does not support case-sensitive instance names. Setup fails if you try to install Service Manager 2010 SP1 on a case-sensitive instance of Microsoft SQL Server.How to Install the Service Manager Management ServerThe first step in the installation process is to install the Service Manager management server, the Service Manager database, and the Service Manager console on the APP1 computer.To install the Service Manager management server, Service Manager database, and console1.Log on to the APP1 computer that will host the Service Manager management server by using the User1 account.2.On the Service Manager installation media, double-click the Setup.exe file.3.On the Microsoft System Center Service Manager 2010 SP1 page, click Install a Service Manager management server.4.On the Product registration page, type information in the boxes. In the Product key boxes, type the product key you received with Service Manager, or select Install as an evaluation edition (180 day trial)?. Read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next.5.On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager management server will be installed.6.On the System check results page, make sure that the prerequisite check passed or at least passed with warnings, and then click Next.7.On the Configure the Service Manager database page, Service Manager will check the current computer to see whether an instance of SQL Server exists. By default, if an instance is found, Service Manager creates a new database in the existing instance. If an instance is displayed, click Next.Warning A warning message appears if you are using the default collation (SQL_Latin1_General_CP1_CI_AS). Support for multiple languages in Service Manager is not possible when you are using the default collation. If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. See "Microsoft SQL Server 2008 with SP1" in the System Center Service Manager 2010 SP1 Planning Guide ().8.On the Configure the Service Manager management group page, follow these steps:a.In the Management group name box, type Contoso for the management group name.Caution Management group names must be unique. Do not use the same management group name when you deploy a Service Manager management server and a Service Manager data warehouse management server. Also, do not use the management group name that is used for Operations Manager. b.Click Browse, enter User1, click Check Names, click OK, and then click Next.9.On the Configure the account for Service Manager services page, click Local System account, and then click Next.10.On the Configure the Service Manager workflow account page, click Local System account, and then click Next.11.On the Help improve System Center page, click No, I am not willing to participate, and then click Next.12.On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next.13.On the Installation summary page, click Install.14.On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.How to Install the Service Manager Data WarehouseThe second step in the two-computer installation process is to deploy the data warehouse management server and the data warehouse databases on the second computer.To install a data warehouse management server and data warehouse databases1.Log on to the computer APP2 by using the User1 account.2.On the Service Manager installation media, double-click the Setup.exe file.3.On the Microsoft System Center Service Manager 2010 SP1 page, click Install a Service Manager data warehouse management server.4.On the Product registration page, type information in the boxes. In the Product key boxes, type the product key you received with Service Manager, or select Install as an evaluation edition (180 day trial)?. Read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next.5.On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager data warehouse management server will be installed.6.On the System check results page, make sure that prerequisites passed or at least passed with warnings, and then click Next.7.On the Configure data warehouse databases page, Service Manager checks the computer you are using to see whether it can host the data warehouse databases. For this configuration, confirm that the database server is the computer on which you are installing the data warehouse management server, and then click Next.Warning A warning message appears if you are using the default collation (SQL_Latin1_General_CP1_CI_AS). Support for multiple languages in Service Manager is not possible when you are using the default collation. If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. See “Microsoft SQL Server 2008 with SP1” in the System Center Service Manager 2010 SP1 Planning Guide ().8.On the Configure the data warehouse management group page, follow these steps:a.In the Management group name box, append the DW_ by typing Contoso. The result being that the management group name is DW_Contoso.Caution Management group names must be unique. Do not use the same management group name when you deploy a Service Manager management server and a Service Manager data warehouse management server. Also, do not use the management group name that is used for Operations Manager.b.Click Browse, enter User1, click Check Names, click OK, and then click Next.9.Service Manager will use the existing computer if SQL Server Reporting Services is present. On the Configure the reporting server for the data warehouse page, accept the defaults, and then click Next.10.On the Configure the account for Service Manager services page, click Domain account, type the user name User1, type the password, and domain for the account, and then click Test Credentials. After you receive a The credentials were accepted message, click Next.11.On the Configure the reporting account page, type the user name User1, type the password, and domain for the account, and then click Test Credentials. After you receive a The credentials were accepted message, click Next.12.On the Help improve System Center page, click No, I am not willing to participate, and then click Next.13.On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next.14.On the Installation summary page, click Install.15.On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.How to Install the Service Manager ConsoleThe next step is to install the Service Manager console on the CLIENT1 computer.To install a Service Manager console1.Log on to the computer Client1 by using the User1 account.2.On the Service Manager installation media, double-click the Setup.exe file.3.On the Microsoft System Center Service Manager 2010 SP1 page, click Install a Service Manager console.4.On the Product registration page read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next.5.On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager console will be installed.6.On the System check results page, make sure that prerequisites passed or at least passed with warnings, and then click Next.7.On the Help improve System Center page, click No, I am not willing to participate, and then click Next.8.On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next.9.On the Installation summary page, click Install.10.On the Setup completed successfully page, select Open the Service Manager console when Setup closes selected, and then click Close.11.On the Connect to Service Manager Server dialog, type app1.corp., and then click Connect.How to Install the Service Manager Self-Service PortalYou will now deploy the Service Manager Self-Service Portal on the APP1 computer. The Self-Service Portal provides two Web sites, a self-service portal used by end users and an analyst portal used to manage change requests and to administer the Self-Service Portal. You will first add the basic authentication and windows authentication role services.To add basic and windows authentication role services1.On the APP1 server, on the taskbar, click Start, point to Administrative Tools, and then click Server Manager.2.In the Server Manager pane, expand Roles, and then click Web Server (IIS).3.In the Web Server (IIS) pane, scroll down the list and locate the Role Services area, and then click Add Role Services.4.On the Select Role Services page, scroll down and locate Security.5.Under Security, select Basic Authentication and Windows Authentication, and then click Next.6.On the Confirm Installation Selections, click Install.7.On the Installation Results page, confirm that Installation succeeded is displayed, and then click Close.8.Close Server Manager.To install the Self-Service Portal1.Log on to the APP1 computer using the User1 account.2.On the Service Manager installation media, double-click the Setup.exe file. 3.On the Microsoft System Center Service Manager 2010 SP1 page, click Install the Service Manager Web portals.4.On the Product registration page, type information in the boxes. In the Product key boxes, type the product key you received with Service Manager, or alternatively, select Install as an evaluation edition (180 day trial). Read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next.5.On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the installation location of the Service Manager management server.Note We recommend that you install the Self-Service Portal in the default location. Installing the Self-Service Portal in another location will require that you make configuration changes in IIS.6.On the System check results page, make sure that the prerequisite check passed or at least passed with warnings, and then click Next.7.On the Configure the Service Manager self-service portal name and port page, follow these steps:a.In the Web site name box, accept the default name.b.In the Port text box, accept the port 444.c.In the SSL certificate list, select APP1.corp., and then click Next.Note SSL is required of the Self-Service Portal.8.On the Select the Service Manager database page, follow these steps:a.In the Database server box, make sure that APP1 is displayed.b.In the SQL Server instance list, make sure that Default is displayed.c.In the Database list, select ServiceManager.d.Click Next.9.On the Configure account for the Service Manager self-service portal page, click Local System account, and then click Next.10.On the Help improve System Center page, click No, I am not willing to participate, and then click Next.11.On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next.12.On the Installation summary page, click Install.13.On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.Step 5: Verify the installationYou can use the following procedure to validate installation of System Center Service Manager?2010. In this procedure, the first computer, APP1 is the computer on which you installed the Service Manager management server, the Service Manager database, and Service Manager console. The second computer, APP2 is the computer that hosts the data warehouse management server and the data warehouse databases.For further information about the configuration and use of System Center Service Manager 2010 Service Pack 1 (SP1), see the following two guides:1.System Center Service Manager 2010 SP1 Administrator's Guide ()2.System Center Service Manager 2010 SP1 Operations Guide ()How to Validate the Installation of Service Manager Management Server 2010 SP1To validate the Service Manager management server installation?On the first computer, APP1, verify that the Program Files\Microsoft System Center\Service Manager?2010 folder exists.?Run services.msc and verify that the following services are installed, that they have a status of Started, and that the startup type is Automatic:?System Center Data Access Service?System Center Management?System Center Management ConfigurationTo validate the Service Manager console installation1.On the first computer, APP1, click Start, click All Programs, point to Microsoft System Center, point to Service Manager?2010, and then click Service Manager Console.2.The first time that you run the Service Manager console, the Connect to Service Manager Server dialog box appears. In the Server name box, enter the computer name of the server that hosts the Service Manager management server In this example, type APP1.3.The Service Manager console successfully connects to the Service Manager management server.To validate the data warehouse management server installation?On the second computer APP2, run services.msc, and verify that the following services are installed:?System Center Data Access Service?System Center Management?System Center Management ConfigurationTo validate the Service Manager database1.On the second computer, APP2, click Start, click to All Programs, click Microsoft SQL Server?2008 R2, and then click SQL Server Management Studio.2.In the Connect to Server dialog box, follow these steps:a.In the Server Type list, select Database Engine.b.In the Server Name list, type APP1. c.In the Authentication list, select Windows Authentication, and then click Connect.3.In the Object Explorer pane, expand Databases.4.Verify that the ServiceManager database is listed.5.Exit Microsoft SQL Server Management Studio.To validate the data warehouse installation1.On the second computer, APP2, click Start, click All Programs, click Microsoft SQL Server?2008 R2, and then click SQL Server Management Studio.2.In the Connect to Server dialog box, follow these steps:a.In the Server Type list, select Database Engine.b.In the Server Name list, type APP2.c.In the Authentication list, select Windows Authentication, and then click Connect.3.In the Object Explorer pane, expand Databases.4.Verify that the DWDataMart, DWRepository, and DWStagingAndConfig databases are listed.5.Exit Microsoft SQL Server Management Studio.To validate the installation of the Self-Service Portal1.On the first computer, APP1, start Windows Internet Explorer. Note The address of the Self-Service Portal uses the Hypertext Transfer Protocol Secure (HTTPS) protocol.2.In the address box, type , and then press ENTER.3.In the Windows Security dialog box, type User1 and your password, and then click OK. Verify that the Self-Service Portal home page appears.4.In the address line, type , press ENTER, and then verify that the analyst portal home page appears.Step6: Preserve the ConfigurationThis completes the System Center Service Manager 2010 Service Pack 1 (SP1) test lab. To save this configuration so that you can quickly return to a working Service Manager 2010 SP1 configuration from which you can test other Test Lab Guides (TLG), TLG extensions, or for your own experimentation and learning, do the following:Preserve the configuration1.On all physical computers or virtual machines in the test lab, close all windows and then perform a graceful shutdown by clicking Start, and then clicking Shutdown.2.If your lab is based on virtual machines, save a snapshot of each virtual machine and name the snapshots Service Manager 2010 SP1. If your lab uses physical computers, create disk images to save the Service Manager 2010 SP1 test lab configurationStep 7: Configure Service Manager to import data from the Active Directory DomainPart of your installation of System Center Service Manager 2010 Service Pack 1 (SP1) is the Service Manager database that you installed on the APP1 computer along with the Service Manager management server. Now you want to start populating this database with configuration items, items such as users, computers, printers, and so on. Active Directory Domain Services contains this information in your enterprise. You create a connector to import this data from your domain controller.How to Create an Active Directory ConnectorUse the following procedure to create and validate an Active Directory connector on the APP1 computer.To create an Active Directory connector1.Log on to the APP1 computer by using the User1 account.2.On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console.3.In the Administration pane, click Connectors.4.In the Tasks pane, under Connectors, click Create Connector, and then click Active Directory Connector.5.In the Active Directory Connector Wizard, follow these steps:a.On the Before You Begin page, click Next.b.On the General page, in the Name box, type ContosoAD. Ensure that the Enable this connector check box is selected, and then click Next.c.On the Domain or organizational unit page, select Use the domain: corp..d.In the Credentials area, click New.e.In the Run As Account dialog box, in the Display name box, type User1. In the User name box, type User1. In the Password box, type the password for User1, and then click OK.f.On the Domain or organizational unit page, click Test Connection.g.In the Test Connection dialog box, click OK.h.On the Domain or organizational unit page, click Next.i.On the Select objects page, select All computers, printers, users, and user groups, and then click Next.j.On the Summary page, ensure that the settings are correct, and then click Create.k.On the Completion page, click Close.6.In the Connectors pane, click the ContosoAD connector that you created.7.In the Tasks pane, under ContosoAD, click Synchronize Now.8.In the Synchronize Now dialog box, click OK.9.In the Connectors pane, scroll to the right and review the Status column for a status of Finished Success. Occasionally, in the Tasks pane, click Refresh.Note To complete the synchronization of data from the Active Directory domain takes a few minutes.To validate Active Directory connector1.In the Service Manager console, click Configuration Items.2.In the Configuration Items pane, expand Computers, expand All Windows Computers, and verify that the intended computers from the Active Directory domain appear in the All Windows Computers pane.Note The DC1, CLIENT1, APP1 and APP2 computers appear.Step 8: Configure Incident SettingsYou can use Service Manager to create incidents. There are several settings you can pre-configure for the incidents that you will be creating. For example, you can configure the number of files and the sizes of files that can be attached to an incident. You can also define the priority level assigned to an incident based on impact and urgency. You then define resolution times based on priority. Use the following procedures to configure incident settings.How to Configure Incident SettingsUse the following procedure on the APP1 computer to set file attachment limits, incident priority values, and resolution times.To set file attachment limits1.Log on to the APP1 computer by using the User1 account.2.On the Windows desktop, click Start, point to All Programs, click Microsoft System Center, and then click Service Manager Console.3.In the Service Manager console, click Administration.4.In the Administration pane, expand Administration, and then click Settings.5.In the Settings pane, click Incident Settings.6.In the Tasks pane, under Incident Settings, click Properties.7.In the Incident Settings dialog box, click General.8.Set Maximum number of attached files to 5.Note In this release, you have to type the number 5 in the list.9.Set Maximum size (KB) to 500.Note When you create an incident or edit an existing one, you cannot attach more than five files, and each file cannot be larger than 500?KB.To set incident priority1.In the Incident Settings dialog box, select Priority Calculation.2.For each of the High, Medium, and Low settings for both impact and urgency, select an incident priority value from 1–9 as shown in the following diagram:Setting Priority Based on Impact and UrgencyTo set resolution times1.In the Incident Settings dialog box, select Resolution Time.2.For each of the priority settings of 1–9, specify the amount of time for incident resolution as shown in the following diagram, and then click OK.Setting incident resolution times3.In the Incident Settings dialog box, click OK.Step 9: Configure Service Manager User RolesEarlier in this lab, you added users to the domain controller. The following users and their roles in the company are listed in the following table.UserLogonRoleJeff FordjfordComputer Repair TechnicianGarret YounggyoungE-mail AdministratorAaron LeealeeAccountantPhil GibbonspgibbonsCELKathy JordankjordanHelp Desk Call TakerSo far in this lab, you have been logging on to the Service Manager console with the User1 account, and User1 was defined as a Service Manager administrator when you installed Service Manager. As a result, when User1 logs on to the Service Manager account, User1 has had the rights to make administrative changes to Service Manager, for example, create connectors.In this lab, Jeff Ford is a person to whom you can assign incidents, and Jeff Ford can also resolve incidents. Kathy Johnson is a telephone contact at the help desk, and she needs the rights to open and assign incidents, but in her current role, she is not allowed to resolve them.How to Configure User RolesUse the following procedure to configure user roles.To configure User Roles1.Log on to the CLIENT1 computers by using the CORP\User1 account.2.On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console.3.In the Service Manager console, click Administration, expand Security, and then click User Roles.4.In the User Role pane, click Incident Resolvers.5.In the Tasks pane, click Properties.6.In the Edit User Role wizard, click Users.7.On the Users page, click Add.8.In the Select Users or Groups page, in the Enter the object names to select box, type jford, click Check Names, and then click OK.9.On the Users page, click OK.Note You have now assigned Jeff Ford to the Incident Resolvers user role in Service Manager. As a member of this role, Jeff can have incidents assigned to him and resolve them.10.In the User Role pane, click Problem Analysts.11.In the Tasks pane, click Properties.12.In the Edit User Role wizard, click Users.13.On the Users page, click Add.14.In the Select Users or Groups page, in the Enter the object names to select box, type kjordan, click Check Names, and then click OK.15.On the Users page, click OK.Note You have now assigned Kathy Jordan to the Problem Analyst user role in Service Manager. As a member of this role, Kathy can create and view incidents, but cannot resolve them.Up to this point, you have been using the Service Manager console as the user User1, where User1 is a Service Manager administrator, and you have had access to all of the features of the console. For now, make a note that, as an administrator, you can click Administration, Library, Work Items, Configuration Items, Data Warehouse, and Reporting.Step 10: Incident ManagementIn this section, you create and resolve an incident. In this exercise, User1 had discovered that a red LED on one of the hot-swappable hard drives is flashing on the APP1 computer. User1 calls the help desk. Kathy Jordan answers the call, opens a Service Manager console, and then opens an incident for this issue. She assigns this incident to Jeff Ford to resolve this issue.Upon receipt of the incident, Jeff removes the failed hard drive and replaces it with a new one. He then resolves the incident.How to Create an IncidentIn this exercise, the user User1 had discovered that a red LED on one of the hot-swappable hard drives is flashing on the APP1 computer. User1 calls the help desk. Kathy Jordan answers the call, opens a Service Manager console, and then opens an incident for this issue. She assigns this incident to Jeff Ford so that he will install another hard drive.To create an incident1.On the CLIENT1 computer, log on as the user kjordan.2.On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console.3.In the Connect to Service Manager Server dialog box, in the Server name box, type APP1, and then click Connect.Note The Connect to Service Manager Server dialog box is only displayed the first time you start the console, and because this is the first time that Kathy Jordan (kjordan) has started the console, she is prompted to specify the Service Manager management server computer name.4.In the Service Manager console, click Work Items, and then click Incident Management.5.In the Tasks pane, click Create Incident.plete the following procedures in the Incident IR2 – New form.a.In the Affected user box, type User1, and then click the green check button (just to the right of the Affected user box).b.In the Title box, type Hard drive failure on APP1.c.In the Description box, type a description of the problem. For example, type On the APP1 computer, a red LED is flashing on the second hard drive (second from the top).d.In the Classification category list, select Hardware Problems.e.In the Source list, select Phone.f.In the Impact list, select Low.g.In the Urgency list, select High.Note Impact was set to Low because this is a backup hard drive. Urgency was set to High as this problem occurred on a critical business computer. As a result of the priority calculation table that you created How to Configure Incident Settings, this incident is rated a priority level of 3.h.In the Support Group list, select Tier 1.i.In the Assigned to box, click the ellipses (…) button.Note The Select User dialog box displays. Because the Active Directory connector you created earlier imported both users and computers into the Service Manager database, you can use this list to select a user to assign this incident to.j.In the Available objects list, click the First Name column header two times.k.Scroll down the list and click Jeff Ford, and then click OK.l.Scroll down the Incident form and in the Affected Items area, click Add.Note Again, because the Active Directory connector imported computers into the Service Manager database, you can select the affected computer from this list.m.In the Available objects list, click APP1., click Add, and then click OK.n.In the Incident form, click OK.To verify the incident1.In the Service Manager console, in the Incident Management pane, in the Views area, click All Incidents.2.In the All Incidents pane, observe that your newly created incident is displayed.Note If your incident is not displayed immediately, in the Tasks pane, in the All Incidents area, click Refresh.Now that you are running the Service Manager console as Kathy Jordan, and because Kathy's user role within Service Manager is that of a Problem Analyst, notice that she has access to only Work Items and Configuration Items in the Service Manager console.3.Close the Service Manager console.4.On the Windows desktop, click Start, click the right arrow next to Shut down, and then click Log off.How to Resolve an IncidentJeff Ford (jford) has removed the defective hard drive and replaced it with a new one. Jeff logs on to the CLIENT1 computer to resolve the incident.To resolve an incident1.Log on to the CLIENT1 computer with the user name jford.2.On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console.3.In the Connect to Service Manager Server dialog box, in the Server name box, type APP1, and then click Connect.Note The Connect to Service Manager Server dialog box is only displayed the first time you start the console, and because this is the first time that Jeff Ford (jford) has started the console, he is prompted to specify the Service Manager management server computer name.4.In the Service Manager console, click Work Items, expand Incident Management, and then click All Open Incidents.5.In the All Open Incidents pane, click the incident with the ID of IR2.6.In the Tasks pane, under the incident, click Resolve.Note The Resolve dialog box is displayed.7.In the Resolution Category list, select Fixed by analyst.8.In the Comments box, type Replaced defective hard drive with a spare. Replication to the new hard drive is complete. Returning the defective hard drive to the manufacturer for warranty replacement.9.Click OK.10.In the Tasks pane, click Close.11.In the Comments box, type Replaced hard disk, and then click OK.12.In the Tasks pane, under All Open Incidents, click Refresh.13.Verify that your incident is no longer displayed. ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download