System Center Service Manager 2010 SP1
Microsoft Corporation
: 2010 12 1
Anat Kerry, Bill Anderson, John Downing Liza Poggemeyer
System Center Service Manager2010 SP1
" " . URL . .
. .
Microsoft . , .
2010 Microsoft Corporation. .
Microsoft, Active Directory, SQL Server, Windows, Windows Server WindowsVista Microsoft .
.
2010 12 1
.
System Center Service Manager 6
6
6
7
7
: 8
8
8
9
9
9
10
11
11
13
14
15
16
17
18
18
19
20
22
22
23
23
: 24
24
24
25
25
25
26
26
26
28
28
29
30
30
31
32
32
33
33
34
35
35
36
38
Service Manager 39
41
42
42
44
Service Manager 45
Service Manager 46
46
Service Manager 46
System Center Service Manager
System Center Service Manager2010 Service Manager . .
, .
.
.
.
.
System Center Service Manager2010 Service Manager . Service Manager . . , , Windows . . .
.
Service Manager . Windows . .
5,000 .
Microsoft System Center Service Manager2010 MOF(Microsoft Operations Framework) ITIL( ) . MOF4.0 Microsoft Operations Framework(http://go.microsoft.com/fwlink/?LinkId=116391) .
Service Manager Microsoft Service Manager SDK .
. Woodgrove Bank Service Manager .
:
Service Manager .
.
.
.
:
System Center Service Manager2010 . , .
.
.
.
Phil . , , . , Phil . . Phil .
. Service Manager . Phil . .
Woodgrove Bank System Center Operations Manager Service Manager . Phil .
Phil Joe . Joe Exchange Microsoft Exchange Server2007SP1 . Woodgrove Bank Exchange Garret Exchange Service . . . Phil . .
Phil Ping . Service Manager . Phil . .
Phil Exchange Administrators . Phil . Phil .
System Center Service Manager2010 .
: .
. Service Manager . .
(: Operations Manager Alert Connector System Center Operations Manager 2007 )
.
1:
.
2:
.
:
.
3:
.
4:
.
:
.
.
, , .
System Center Operations Manager Service Manager . .
System Center Service Manager2010 . Service Manager .
Service Manager Service Manager . .
Service Manager AD DS(Active Directory ) . . AD DS Active Directory Service Manager . Active Directory . , Active Directory . , Active Directory . Service Manager . System Center Service Manager (http://go.microsoft.com/fwlink/?LinkID=178233) " " .
ID . ID .
.
. Service Manager . . (: ) .
1.Service Manager .
2. , Windows .
3. Windows . Exchange01.woodgrove.com .
4. .
5. .
6. .
7. . .
8. . Joe Andreshak .
9. .
10. .
11. .
12. . .
13. .
1. . [email protected] .
2. . .
3. . . . .
4. .
1.Service Manager .
2. . .
System Center Operations Manager . . . . . .
Operations Manager System Center Service Manager2010 . Operations Manager . System Center Service Manager (http://go.microsoft.com/fwlink/?LinkID=178233) Operations Manager 2007 " .
1.Service Manager .
2. .
3. . .
4. .
5. .
6. . . . . .
7. .
Operations Manager
1.Service Manager .
2. Operations Manager .
3. Operations Manager Operations Manager .
4. .
5. 1 .
6. .
7. .
1.Service Manager .
2. Operations Manager .
3. Operations Manager Operations Manager .
4. .
5. . MICR .
6. , .
. .
System Center Service Manager2010 . ( ) . Active Directory Service Manager . Service Manager Microsoft Office Communicator .
Service Manager .
1. .
2. .
3. . .
1. .
2. .
3. . .
System Center Service Manager2010 .
. . .
. . , , .
1.Service Manager .
2. .
3. .
4. . .
5. . .
6. .
7. .
8. , () .
9. . . .
10. . [] .
11. , . . .
1.Service Manager .
2. . .
3. , , . .
. .
.
System Center Service Manager2010 .
. . .
1.Service Manager .
2. .
3. .
4. .
5. . .
6. . Exchange Server 1 .
7. .
8. .
.
. .
System Center Service Manager2010 . .
https:// web_server_name/enduser/home.aspx . URL Service Manager .
1.Service Manager .
2. .
3. .
4. . IR302 .
5. . 1 2 .
6. . 1 2 MICR .
7. .
8. .
IT .
.
: .
.
1:
.
.
. , . . . .
. . .
1.Service Manager .
2. .
3. . Exchange .
4. .
. Microsoft Exchange Server . .
5. . Exchange01.woodgrove.com .
6. .
1. .
2. .
3. .
4. , .
5. .
6. .
7. .
. .
System Center Service Manager2010 .
: .
Service Manager . Service Manager .
.
1:
.
2:
.
3:
.
System Center Service Manager2010 Service Manager . Service Manager , .
1.Service Manager .
2. .
3. .
4. . Outlook .
5. . .
6. .
7. .
8., .
9. .
1.Service Manager .
2. .
3. . .
4. . .
5. . Outlook . . . .
6. . .
7. .
8. .
9., .
10. .
1. . .
2. . Outlook . . .
3. . .
4. .
5. .
6., .
7. .
1.Service Manager .
2. .
3. . Outlook .
4. . . .
5. .
.
System Center Service Manager2010 .
1.Service Manager .
2. .
3. . .
4. .
5. .
6. . Exchange Server 2007 SP1 .
7. .
.
.
System Center Service Manager2010 .
1.Service Manager .
2. .
3. . Outlook .
4. .
5. .
6. . .
7. .
.
IT IT . System Center Service Manager2010 .
. Woodgrove Bank Service Manager .
:
Service Manager .
.
. .
.
.
:
System Center Service Manager2010 . , .
. .
. .
.
.
Julia . . Julia .
Phil . Julia MicrosoftExchangeServer2007SP1 . Exchange . Julia Exchange . Julia .
Woodgrove Bank . .
Garret IT Woodgrove Bank . Garret Service Manager . Woodgrove Bank . Garret , , .
Woodgrove Bank IT .
Garret . Julia . Garret . . Garret .
Garret IT . . " : " . " : " . Garret . .
Aaron . Garret . .
System Center Service Manager2010 .
: .
. . , . .
.
1:
.
2:
.
3:
.
. , . . , , . System Center Service Manager2010 .
ID . ID .
1.Service Manager .
2. .
3. . IT .
4. .
5. 1 . . Exchange01.woodgrove.com Exchange02.woodgrove.com .
6. . Exchange01.woodgrove.com .
7. .
8. . .
9. . Exchange Server 2007 1 . .
10. . Exchange Server 2007 1 .
11. . Aaron Lee .
12. , , . . . .
13. .
14. . Exchange02.woodgrove.com .
15. .
1. .
2. .
3. .
System Center Service Manager2010 . , , , . , .
. Service Manager Administrator's Guide How to Configure General Change Settings(http://go.microsoft.com/fwlink/?LinkID=178233)( ) .
1.Service Manager .
2. .
3. .
4. .
5. .
.
6. .
7. .
.
System Center Service Manager2010 . . .
1.Service Manager .
2. .
3. . Exchange Server 2007 1 .
4. . .
5. . .
6. . .
7. () .
8. . Aaron Lee .
9. .
10. .
.
System Center Service Manager2010 .
: .
.
1:
.
2:
.
3:
.
3:
.
System Center Service Manager2010 . .
1.Service Manager .
2. .
3. . Exchange Server 2007 1 .
4. . . .
5. .
1. .
2. .
System Center Service Manager2010 . . .
1.Service Manager .
2. .
3. . Exchange Server 2007 1 .
4. .
5. . ID RA .
6. , , . . Aaron Lee .
7. .
1. . Exchange Server 2007 1 .
2. .
3. .
System Center Service Manager2010 Service Manager . .
.
1.Service Manager .
2. , , .
3. . .
4. .
5. .
.
. .
System Center Service Manager2010 .
: .
.
1:
.
2:
.
:
.
System Center Service Manager2010 . .
1.Service Manager .
2. , : .
3. . Exchange Server 2007 1 .
4. .
5. .
: .
System Center Service Manager2010 . .
1.Service Manager .
2. , : .
3. . Exchange Server 2007 1 .
4. .
5. .
: .
: .
System Center Service Manager2010 . . .
1.Service Manager .
2. , : .
3. . Exchange Server 2007 1 .
4. .
5. .
: .
: .
System Center Service Manager2010 .
: .
.
1:
.
2:
.
:
.
System Center Service Manager2010 .
1.Service Manager .
2. , , .
3. .
4. .
5. .
1.Service Manager .
2. , , .
3. .
4. .
5. . .
1.Service Manager .
2. , , .
3. .
System Center Service Manager2010 . .
. .
1.Service Manager .
2. , : .
3. .
4. .
5. .
1.Service Manager .
2. : .
3. .
4. .
5. .
: .
System Center Service Manager2010 . .
.
1.Service Manager .
2. .
3. .
4. .
5. .
6." Review Activity " .
7. . Review Activity .
8. . .
9. . .
10. .
11. . .
12. . .
13. .
14. . .
15. .
16. .
17. .
18. .
1.Service Manager .
2. .
3. .
4. .
5." Change Request " .
6. . Change Request .
7. . .
8. .
9. .
10. .
11. .
12. . .
13. . .
14. . .
15. .
16. .
.
Woodgrove Bank Jeff Ford . Service Manager . Service Manager . . , , .
Service Manager . . . .
.
Service Manager
Service Manager
Service Manager
Service Manager
SQL Server Reporting Services
Service Manager
Service Manager
Service Manager .
, , .
, , , .
, , , .
, , .
, , , .
. , , .
KPI
( , , ) , , , , .
, , .
, , , .
.
.
. , , .
, , , , .
KPI
, , , () . , , , .
, , , .
, , .
(CI)
n . .
.
.
System Center Service Manager2010 .
1.Service Manager .
2. . .
.
System Center Service Manager2010 . SQL Server Reporting Services(SSRS) . Service Manager . (: ) . Active Directory Service Manager SSRS (woodgrove\SCSMReportAccess) .
SSRS
1.SQL Server Reporting Services .
2. . Service Manager .
3. .
4. .
5." . ?" .
.
6. .
7. Active Directory . woodgrove\SCSMReportAccess .
8. . .
9. .
System Center Service Manager2010 . .
ETL . ETL Service Manager Administration Guide How to Enable Data Warehouse Jobs Schedules(http://go.microsoft.com/fwlink/?LinkId=178233)( ) .
Service Manager . . .
. .
1.Service Manager .
2. . .
. .
3. .
4. . .
. .
, .
ID
5. () 1 .
6. .
7. .
8. . .
(: ) . . , Windows Windows . .
ETL . .
System Center Service Manager2010 . (CSV) MicrosoftOffice Excel .
1.Service Manager .
2. . .
3. .
4. . .
5. () 1 .
6. .
7. .
8. . .
9. . .
XML
CSV( )
Acrobat(PDF)
MHTML( )
Excel
TIFF
Word
10. .
Service Manager
System Center Service Manager2010 .
, . . (: ) . (: ) .
1. .
2. .
3. () .
4. .
5. .
6. .
7. .
. (http://go.microsoft.com/fwlink/?LinkId=194438) .
.
Service Manager
System Center Service Manager2010 .
. .
1. .
2. .
3. .
4. .
5. .
.
SQL Server Reporting Services(SSRS) . . Microsoft SharePoint .
SQL Server2008 (http://go.microsoft.com/fwlink/?LinkId=158830) .
Service Manager
. SQL Server Reporting Services(SSRS) . SSRS , , . .
.
.
.
.
SQL Server2008 (http://go.microsoft.com/fwlink/?LinkId=158822) .
47
