System Center Service Manager 2010 Unleashed by Kerrie Meyler

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System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.


A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.


This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions.


• Understand Service Manager’s architecture and components

• Discover how Service Manager supports ITIL and MOF processes

• Accurately scope and specify your implementation to reflect organizational needs

• Plan to provide redundancy, ensure scalability, and support virtualization

• Design, deploy, and maintain Service Manager with security in mind

• Use Service Manager’s consoles and portals to provide the right resources to each user

• Create complete service maps with Service Manager’s business services

• Fully automate incident management and ticketing

• Implement best processes for identifying and addressing root causes of problems

• Systematically manage the life cycle of changes

• Use Service Manager to strengthen governance, risk management, and compliance

• Customize Service Manager’s data layer, workflows, and presentation layer

• Use management packs to simplify service desk customization

• Make the most of Service Manager’s reporting and dashboards



About Kerrie Meyler

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Kerrie Meyler, System Center MVP, is the lead author of numerous System Center books in the Unleashed series, including System Center Operations Manager 2007 Unleashed (2008), System Center Configuration Manager 2007 Unleashed (2009), System Center Operations Manager 2007 R2 Unleashed (2010), System Center Opalis Integration Server 6.3 Unleashed (2011), and System Center Service Manager 2010 Unleashed (2011). She is an independent consultant and trainer with more than 15 years of Information Technology experience. Kerrie was responsible for evangelizing SMS while a Sr. Technology Specialist at Microsoft, and has presented on System Center technologies at TechEd and MMS.Byron Holt, CISSP and an IT professional for more than 15 years, has been a lead SMS and Configuration Manager engineer for several Global 5000 corporations and was part of the Active Directory and Enterprise Manageability support teams while working at Microsoft. Byron’s experience includes software development, security architecture, and systems management. He currently works for McAfee managing internal deployment and validation. Byron coauthored System Center Configuration Manager 2007 Unleashed (Sams, 2009).Marcus Oh, System Center MVP, is IT Manager of Directory and Systems Management for a large telecommunications provider, running directory services and management infrastructure for ~30,000 systems. He has been a MVP since 2004 in System Center, specializing in Configuration Manager and Operations Manager. Marcus has written numerous articles for technology websites as well as his own blog. He coauthored Professional SMS 2003, MOM 2005, and WSUS (Wrox, 2006), and was a contributing author to System Center Opalis Integration Server 6.3 Unleashed (Sams, 2011). Marcus is also a coauthor to the upcoming System Center 2012 Orchestrator Unleashed (Sams).Jason Sandys, ConfigMgr MVP, is currently the Director for Solutions Engineering for Adaptiva (Adaptive Protocols, Inc.) where he is responsible for delivery of ConfigMgrcentric solutions. Jason was formerly a managing consultant for Catapult Systems Inc. and has more than 15 years of experience in a wide range of technologies, environments, and industries with extensive experience implementing and supporting SMS and Configuration Manager beginning with SMS 2.0. Jason is also active in the online support community, was a contributing author to System Center Configuration Manager 2007 Unleashed (Sams, 2009), and is a frequent presenter at Microsoft TechEd and MMS.Greg Ramsey, ConfigMgr MVP, has worked with SMS and desktop deployment since 1998. He currently works for Dell, Inc., as a ConfigMgr administrator, and previously was a sergeant in the United States Marine Corps. Greg is a columnist for, cofounder of the Ohio SMS User Group and Central Texas Systems Management User Group, and creator of SMS View. Greg previously coauthored SMS 2003 Recipes: A Problem-Solution Approach (Apress, 2006) and System Center Configuration Manager 2007 Unleashed (Sams, 2009).  Contributing Authors: Niall Brady, Samuel Erskine, Torsten Meringer, Stefan Schörling, Kenneth van Surksum, and Steve Thompson.
Published August 3, 2011 by Sams Publishing. 768 pages
Genres: Computers & Technology. Non-fiction

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