Monitoring and Operating a Private Cloud

Monitoring and Operating a Private Cloud
Prepare for Microsoft Exam 70-246—and help demonstrate
your real-world mastery of operating a private cloud with
Microsoft System Center 2012. Designed for experienced
IT professionals ready to advance their status, Exam Ref
focuses on the critical-thinking and decision-making acumen
needed for success at the MCSE level.
Focus on the expertise measured by these
objectives:
• Configure data center process automation
• Deploy resource monitoring
• Monitor resources
• Configure and maintain service management
• Manage configuration and protection
This Microsoft Exam Ref:
• Organizes its coverage by exam objectives
• Features strategic, what-if scenarios to challenge you
• Assumes you have experience with Windows Server, System
Center 2012, security, high availability, fault tolerance, and
networking in an enterprise environment—plus basic
experience with Microsoft SQL Server, Windows PowerShell,
and application configuration
Monitoring and Operating
a Private Cloud
About the Exam
Exam 70-246 is one of two required
exams on the MCSE: Private Cloud
certification track.
About Microsoft
Certification
The Microsoft Certified Solutions
Expert (MCSE) certification for Private
Cloud validates your expertise in implementing and managing Microsoft private
cloud computing technologies, including
Windows Server and System Center.
The Microsoft Certified Solutions
Associate (MCSA) certification for
Windows Server 2012 certification is a
prerequisite. You may also qualify for
an upgrade path from other Microsoft
certifications.
See full details at:
microsoft.com/learning/certification
About the Author
Orin Thomas is a consultant, writer,
server administrator, speaker, and
Microsoft MVP who has authored
more than 30 books for Microsoft Press.
Exam Ref Monitoring and Operating a
70-246
Private Cloud
Exam Ref 70-246
Monitoring
and Operating
a Private Cloud
Exam Ref 70 246
Thomas
microsoft.com/mspress
ISBN: 978-0-7356-8617-5
U.S.A.$39.99
Canada $45.99
[Recommended]
Certification/Cloud
9780735686175_cov_native.indd 1
Orin Thomas
8/1/14 12:47 PM
Exam Ref 70-246
Monitoring and
Operating a Private
Cloud
Orin Thomas
ER70-246.indb i
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PUBLISHED BY
Microsoft Press
A Division of Microsoft Corporation
One Microsoft Way
Redmond, Washington 98052-6399
Copyright © 2014 by Orin Thomas
All rights reserved. No part of the contents of this book may be reproduced or transmitted in any form or by any
means without the written permission of the publisher.
Library of Congress Control Number: 2014943459
ISBN: 978-0-7356-8617-5
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Contents at a glance
ER70-246.indb iii
Introduction
xi
Preparing for the exam
xv
CHAPTER 1
Configure data center process automation
1
CHAPTER 2
Deploy resource monitoring
CHAPTER 3
Monitor resources
179
CHAPTER 4
Configure and maintain service management
247
CHAPTER 5
Manage configuration and protection
311
Index
389
67
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Contents
Introduction
xi
Microsoft certifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xi
Free ebooks from Microsoft Press . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii
Errata, updates, & book support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii
We want to hear from you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii
Stay in touch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
Preparing for the exam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Chapter 1: Configure data center process automation
1
Objective 1.1: Implement workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Implementing runbook automation
2
Automating remediation of incidents
6
Change and activity management workflows
19
Objective summary
28
Objective review
28
Objective 1.2: Implementing service offerings . . . . . . . . . . . . . . . . . . . . . . . 30
Creating custom workflows
30
Self-Service Portal
32
Service catalog
34
Request offerings
35
Service offerings
38
Catalog item groups
41
Orchestrator and Service Manager
43
Using Orchestrator runbooks with Service Manager
46
Self-service provisioning of virtual machines
48
What do you think of this book? We want to hear from you!
Microsoft is interested in hearing your feedback so we can continually improve our
books and learning resources for you. To participate in a brief online survey, please visit:
www.microsoft.com/learning/booksurvey/
v
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Objective summary
60
Objective review
60
Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Objective 1.1: Thought experiment
62
Objective 1.1: Review
62
Objective 1.2: Thought experiment
63
Objective 1.2: Review
64
Chapter 2: Deploy resource monitoring
67
Objective 2.1: Deploy end-to-end monitoring . . . . . . . . . . . . . . . . . . . . . . . 67
Deploying Operations Manager agents
68
Discovering network devices
93
Monitoring network devices
99
Using management packs
102
Objective summary
109
Objective review
109
Objective 2.2: Configure end-to-end monitoring . . . . . . . . . . . . . . . . . . . . 110
Managing management packs
111
Configuring synthetic transactions
118
Using Global Service Monitor
131
Application Performance Monitoring
133
Creating distributed application models
138
Objective summary
144
Objective review
145
Objective 2.3: Create monitoring reports and dashboards . . . . . . . . . . . . 145
Service level tracking
146
Reports
155
Dashboards
164
Objective summary
173
Objective review
173
Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
vi
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Objective 2.1: Thought experiment
175
Objective 2.1: Review
175
Contents
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Objective 2.2: Thought experiment
176
Objective 2.2: Review
176
Objective 2.3: Thought experiment
177
Objective 2.3: Review
177
Chapter 3: Monitor resources
179
Objective 3.1: Monitor network devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Managing alerts
180
Configuring alert notifications
189
Analyzing network devices and data
204
Objective summary
207
Objective review
208
Objective 3.2: Monitor servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Understanding not monitored and gray agents
209
Using maintenance mode
211
Understanding heartbeat alerts
214
Using Health Explorer
218
Configuring Audit Collection Services (ACS)
220
Objective summary
225
Objective review
226
Objective 3.3: Monitor the virtualization layer . . . . . . . . . . . . . . . . . . . . . . 226
Integrating Operations Manager with Virtual Machine Manager 227
Using the Fabric Health Dashboard
231
Understanding the Fabric Monitoring Diagram view
233
Objective summary
234
Objective review
234
Objective 3.4: Monitor application health . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Monitoring .NET applications
235
Monitoring Java applications
238
Objective summary
240
Objective review
240
Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Objective 3.1: Thought experiment
241
Objective 3.1: Review
241
Contents
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Objective 3.2: Thought experiment
242
Objective 3.2: Review
242
Objective 3.3: Thought experiment
243
Objective 3.3: Review
244
Objective 3.4: Thought experiment
244
Objective 3.4: Review
245
Chapter 4: Configure and maintain service management
247
Objective 4.1: Implement service level management. . . . . . . . . . . . . . . . . 247
Understanding service level management
248
Creating calendar items
249
Creating metrics
250
Creating queues
254
Creating service level objectives
255
Sending notifications
258
SLA reporting
262
Objective summary
263
Objective review
264
Objective 4.2: Manage problems and incidents . . . . . . . . . . . . . . . . . . . . . 265
Understanding problems and incidents
265
Managing incidents
265
Managing problems
279
Creating knowledge articles
283
Objective summary
285
Objective review
286
Objective 4.3: Manage cloud resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Creating hardware profiles
287
Creating guest operating system profiles
291
Creating application profiles
295
Configuring SQL Server profiles
297
Configuring virtual machine templates
299
Creating service templates
303
Objective Summary
305
Objective review
305
Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
viii
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Objective 4.1: Thought experiment
307
Objective 4.1: Review
307
Objective 4.2: Thought experiment
308
Objective 4.2: Review
308
Objective 4.3: Thought experiment
309
Objective 4.3: Review
309
Chapter 5: Manage configuration and protection
311
Objective 5.1: Manage compliance and configuration . . . . . . . . . . . . . . . 311
Implementing System Center Process Pack for IT GRC
312
Understanding compliance settings
313
Using Desired State Configuration
321
Understanding System Center Advisor
321
Objective summary
323
Objective review
323
Objective 5.2: Manage Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Managing updates with WSUS
324
Managing updates with Configuration Manager
336
Integrating WSUS with VMM
349
Updating offline VMs
360
Objective summary
362
Objective review
362
Objective 5.3: Implement backup and recovery . . . . . . . . . . . . . . . . . . . . . 363
Understanding Data Protection Manager
363
Deploying DPM agents
364
Configuring DPM storage
366
Creating DPM protection groups
368
Performing recovery
374
Integrating Microsoft Azure Online Backup
376
Using DPM Orchestrator integration pack
383
Objective summary
385
Objective review
385
Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
Objective 5.1: Thought experiment
386
Objective 5.1: Review
386
Contents
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ix
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Objective 5.2: Thought experiment
387
Objective 5.2: Review
387
Objective 5.3: Thought experiment
388
Objective 5.3: Review
388
Index
389
What do you think of this book? We want to hear from you!
Microsoft is interested in hearing your feedback so we can continually improve our
books and learning resources for you. To participate in a brief online survey, please visit:
www.microsoft.com/learning/booksurvey/
x
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Introduction
T
he 70-246 exam deals with advanced topics that require candidates to have an excellent
working knowledge of both Windows Server 2012 R2 and the products in the System
Center 2012 R2 suite. Much of the exam comprises topics that even experienced systems
administrators may rarely encounter unless they work with Virtual Machine Manager, Orchestrator, Service Manager, Data Protection Manager, and Operations Manager on a day-to-day
basis. To be successful in taking this exam, a candidate not only needs to know how each of
these products works when used by itself, but how the products in the System Center suite
work together when used to monitor and operate a private cloud.
Candidates for this exam are Information Technology (IT) Professionals who want to validate their advanced Windows Server 2012 R2 operating system and System Center 2012 R2
management skills, configuration skills and knowledge. To pass this exam, candidates require
a strong understanding of how to configure data process automation, deploy resource monitoring, configure and maintain service management, as well as managing configuration and
protection for private cloud deployments. To pass, candidates require a thorough theoretical
understanding as well as meaningful practical experience implementing the technologies
involved.
This book covers every exam objective, but it does not cover every exam question. Only
the Microsoft exam team has access to the exam questions themselves and Microsoft regularly adds new questions to the exam, making it impossible to cover specific questions. You
should consider this book a supplement to your relevant real-world experience and other
study materials. If you encounter a topic in this book that you do not feel completely comfortable with, use the links you’ll find in text to find more information and take the time to
research and study the topic. Great information is available on MSDN, TechNet, and in blogs
and forums.
Microsoft certifications
Microsoft certifications distinguish you by proving your command of a broad set of skills and
experience with current Microsoft products and technologies. The exams and corresponding
certifications are developed to validate your mastery of critical competencies as you design
and develop, or implement and support, solutions with Microsoft products and technologies
both on-premises and in the cloud. Certification brings a variety of benefits to the individual
and to employers and organizations.
Introduction xi
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MORE INFO
ALL MICROSOFT CERTIFICATIONS
For information about Microsoft certifications, including a full list of available certifications, go to http://www.microsoft.com/learning/en/us/certification/cert-default.aspx.
x
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Introduction xiii
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ER70-246.indb xiv
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Preparing for the exam
M
icrosoft certification exams are a great way to build your resume and let the world know
about your level of expertise. Certification exams validate your on-the-job experience
and product knowledge. While there is no substitution for on-the-job experience, preparation
through study and hands-on practice can help you prepare for the exam. We recommend
that you round out your exam preparation plan by using a combination of available study
materials and courses. For example, you might use this Exam Ref and another study guide for
your ‟at home” preparation and take a Microsoft Official Curriculum course for the classroom experience. Choose the combination that you think works best for you.
Note that this Exam Ref is based on publically available information about the exam and
the author’s experience. To safeguard the integrity of the exam, authors do not have access to
the live exam.
Introduction xv
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ER70-246.indb xvi
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CHAPTER 1
Configure data center process
automation
T
here is a joke that I heard at the Microsoft Management Summit a few years back on the
subject of datacenter automation. When asked how many people would work at a new
datacenter, the designer replied, “Only two, a security guard and his dog. And the job of the
dog is to bite the security guard if he tries to touch anything.” The point that the presenter
was trying to make is that the modern datacenter is so highly automated that it requires few
actual physical staff to keep things running. Another benefit of automation is that complex
repetitive tasks are handled by pre-configured workflows. Automating a complex process
provides you with repeatable results. When you perform complex processes manually, there
is always the chance that things will go off the rails
should you get distracted. In this chapter you’ll learn
I M P O R TA N T
about data center process automation using System
Center 2012 R2 and Windows Server 2012 R2.
Have you read
page xv?
Objectives in this chapter:
■
Objective 1.1: Implement workflows
■
Objective 1.2: Implement service offerings
It contains valuable
information regarding
the skills you need to
pass the exam.
Objective 1.1: Implement workflows
Part of an effective private cloud deployment means automating any task that is repeatable
using the tools at your disposal. In terms of the 70-246 exam, this means using products in
the System Center 2012 R2 suite. In this section, you’ll learn how you can leverage the System Center suite to create complex automation for your organization’s private cloud.
This section covers the following topics:
■
Implementing runbook automation
■
Automating remediation of incidents
■
Change and activity management workflows
1
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Implementing runbook automation
With runbook automation you can automate complicated workflows. Runbooks represent a
set of procedures that a server administrator performs on a regular basis. Originally, runbooks
were actual physical books. These books contained documentation that described to the
server administrator how to perform specific procedures. Today runbooks are software parts
that, when triggered, actually perform the procedures with little or minimal direct input from
the server administrator. Runbook automation is important in Microsoft private cloud environments because it allows you to automate complex tasks. The System Center product that
you use to create runbook automation is System Center 2012 R2 Orchestrator.
Orchestrator
Unlike Windows PowerShell, which requires you to write scripts using an editor like Windows
PowerShell ISE, Orchestrator allows you to build automation using a drag and drop interface
called the Runbook Designer. Orchestrator can still call Windows PowerShell scripts, but it
also integrates with many other products, including products within the System Center suite
through integration packs. An integration pack is a collection of product-specific tasks that
you can trigger through Orchestrator. You can download integration packs from the Internet,
import them using the System Center 2012 R2 Orchestrator Deployment Manager as shown
in Figure 1-1, and then deploy them to your runbook servers.
FIGURE 1-1 Orchestrator integration packs
2
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An Orchestrator deployment consists of the following parts:
■
■
■
Management server This server manages the runbook servers. You use the management server to distribute integration packs to runbook servers and runbook designers. The management server also manages communication between the runbook
designers, runbook servers, and the orchestration database. There is only one management server in an Orchestrator deployment
Runbook server This server runs Orchestrator runbooks. Each runbook server can
run up to 50 runbooks concurrently. You can alter this number using the Runbook
Server Runbook Throttling tools, but should monitor the runbook server’s resource
requirements. You can have multiple runbook servers in an Orchestrator deployment,
with no maximum limit to the number of runbook servers specified in the Orchestrator
documentation.
Runbook Designer This designer allows you to build and test runbooks. The interface allows you to build runbooks by dragging and connecting activities that are available in integration packs. The Runbook Designer is shown in Figure 1-2.
FIGURE 1-2 Runbook Designer
■
■
Orchestration database Hosted on a Microsoft SQL Server instance, the orchestration database stores configuration data, policies, and log information.
Orchestration console A web interface that users can use to list, control, and view
runbooks.
Objective 1.1: Implement workflows
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■
■
Orchestrator Web Service This web service allows custom applications, third-party
tools, and other System Center items such as Service Manager, to connect to Orchestrator and to interact with runbooks.
Deployment Manager The Deployment Manager allows you to deploy integration
packs, Runbook Designers, and runbook servers. You use the Deployment Manager to
import and deploy integration packs that you’ve downloaded from the Internet.
MORE INFO ORCHESTRATOR
You can learn more about Orchestrator at http://technet.microsoft.com/en-us/library/
hh237242.aspx.
x
Runbooks
Runbooks are collections of linked activities that perform a procedure. You build runbooks
in Orchestrator by dragging activities from integration packs to the designer workspace. For
example, the runbook shown in Figure 1-3 uses two activities. The first activity, named Monitor Service, checks the state of a specific service on a specific computer and triggers if the service is in a specific state (started, stopped, or paused). The second activity, named Start/Stop
Service, allows you to start, stop, pause, or restart a service. When the runbook is deployed,
it will be triggered when the monitored service is in the state specified in the Monitor Service
activity. After being triggered, the runbook will perform the task defined in the Start/Stop
Service activity.
FIGURE 1-3 Simple runbook
This example is very basic. When creating Orchestrator runbooks to perform sophisticated
automation tasks, you are likely to use multiple activities and include conditional branches,
4
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loops, and error handling tasks. Each integration pack that you import into Orchestrator
increases the number of activities that you can include in your runbooks.
Keep the following in mind when creating Orchestrator runbooks:
■
■
■
Provide meaningful names for activities. You can rename activities after you drag them
to the designer workspace. By renaming activities with descriptive names, then you can
quickly understand what tasks a runbook is designed to accomplish. For example, with
the runbook in the example above, you might rename the Monitor Service activity “Is
the VMM Service Stopped” and the Start/Stop Service activity “Start the VMM Service.”
Minimize the number of activities that are performed in a runbook. You can call runbooks from within runbooks. This modular approach to creating runbooks will simplify
the process of troubleshooting them.
Configure runbooks to write logs to external files rather than to the orchestration
database.
Orchestrator runbooks run according to configured schedules. You create each run
separately, and then assign the schedule to the runbook. You create runbook schedules in
the Schedules node, under Global Settings, in the Runbook Designer as shown in Figure 1-4.
Creating a runbook schedule involves assigning a name to the schedule, specifying what days
of the week or days of the month the schedule applies to, and specifying which hours the
schedule applies to.
FIGURE 1-4 Runbook schedule
Objective 1.1: Implement workflows
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5
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Once you’ve created the schedule, you can apply it to a runbook. You do this by selecting
the schedule on the General tab of the runbook’s properties, as shown in Figure 1-5.
FIGURE 1-5 Apply runbook schedule
You check out a runbook to make changes to the runbook. When you check in a runbook,
the runbook will be deployed to runbook servers. Checked-in runbooks will also synchronize to Service Manager if you have configured a connector between Service Manager and
Orchestrator.
MORE INFO ORCHESTRATOR RUNBOOKS
You can learn more about creating Orchestrator runbooks at http://technet.microsoft.com/
en-us/library/hh403790.aspx.
x
Automating remediation of incidents
As anyone who has worked on a service desk can tell you, there are certain types of problems
that users report to the service desk, or which occur in the infrastructure which are easily
remediated by performing a specific set of actions. For example, a service might fail, just
needing a manual restart. Using the capabilities of the System Center suite, it’s possible to
detect these commonly occurring problems and automatically perform the steps required to
remediate them without requiring direct manual intervention by members of the IT team.
6
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Incidents
Service Manager incidents, which you might call trouble tickets or service desk jobs in nonService Manager environments, describe an issue with some aspect of the server, client, network, or software infrastructure that requires resolution. In the context of the 70-246 exam,
a Service Manager incident would describe an issue with some aspect of the private cloud
deployment that requires resolution by the IT team.
You can create an incident manually using the Service Manager console by performing the
following steps:
1.
In the Configuration Items workspace of the Service Manager console, select the Computer or User for which you want to manually create the incident.
2.
In the Tasks pane, click Create Related Incident.
3.
In the Tasks pane of the Incident, click Apply Template. Depending on the issue, you
can select one of the default templates shown in Figure 1-6. The default templates are
as follows:
■
Default Incident Template
■
Generic Incident Request
■
Hardware Issue Incident Template
■
High Priority Incident Template
■
Networking Issue Incident Template
■
Printing Issue Incident Template
■
Software Issue Incident Template
FIGURE 1-6 Incident templates
Objective 1.1: Implement workflows
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4.
Click OK and the New Incident dialog box opens. The selection of the template causes
certain fields of the incident to be automatically populated. For example, choosing the
Networking Issue Incident Template causes the Classification category of the incident
to be set to Networking Problems as shown in Figure 1-7.
FIGURE 1-7 Networking incident
5.
After selecting an incident template, you should provide the following additional information and then click OK:
■
Affected User This is the user who reported the incident.
■
Title
■
Description
■
8
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Allows you to provide a name for the incident.
A description of the incident.
Other information as necessary based on the incident itself. Some information will
automatically be included with the template.
6.
On the Activities tab of the New Incident dialog box, you can add activities such as
Manual Activities or Runbook Automation Activities that are related to the incident.
7.
On the Related Items tab, you can add Work Items, Configuration Items, Knowledge
Articles, and Attached Files.
8.
On the Resolution tab, you provide information about how the incident was resolved,
how much time it took, and specify a resolution category.
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9.
The Service Level tab allows you to view service level information.
10. The History tab allows you to view the history of the incident.
You can also automate the Service Manager email messages sent by users indirectly by
having the users submit a form through the Service Manager Self-Service Portal, or by configuring the Operations Manager Alert connector to automatically generate incidents based on
Operations Manager alerts.
MORE INFO MANAGING INCIDENTS
You can learn more about managing incidents at http://technet.microsoft.com/en-us/library/hh519697.aspx.
x
Automatic incident creation
The Operations Manager alert connector for Service Manager allows you to automatically
create Service Manager incidents based on Operations Manager alerts. An Operations Manager alert is created in Operations Manager when an object that Operations Manager monitors experiences a change that is deemed worthy of attention, such as a hardware or software
failure occurring on a monitored server. There are two types of Operations Manager connectors for Service Manager: the alert connector, and the configuration item (CI) connector.
The CI connector imports objects that Operations Manager has discovered into the Service
Manager database. Alert connectors bring alert information into Service Manager.
To create the alert connector, perform the following steps:
1.
In the Administration workspace of the Server Manager console, click Connectors.
2.
On the Tasks pane, click Create Connector, and then click Operations Manager Alert
Connector.
3.
On the General page of the Operations Manager Alert Connector Wizard, provide a
name for the alert connector.
4.
On the Server Details page, shown in Figure 1-8, specify the name of the Operations
Manager server and a Run As account that has permission to connect to Operations
Manager. Ensure that you use the Test Connection button to verify that the account
works and has appropriate permissions.
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FIGURE 1-8 Alert connector configuration
5.
On the Alert Routing Rules page, click Add to add an alert routing rule. An alert routing rule allows you to specify which Service Manager incident template will be used to
create an incident based on an Operations Manager alert.
6.
In the Add Alert Routing Rule dialog box, shown in Figure 1-9, provide the following
information:
■
■
■
■
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Rule Name
The name of the alert routing rule.
Template The Service Manager incident template that will be used when creating
the Service Manager incident.
Criteria Type Here you can select the conditions that trigger the alert routing
rule. You can choose between the alert being generated by a specific Operations
Manager management pack, being generated by a specific computer or security
group, a custom field, or an Operations Manager monitoring class.
Select Alert Severity And Priority Allows you to specify the alert priorities and
severities that will trigger the alert routing rule.
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FIGURE 1-9 Alert routing rule
7.
As Figure 1-10 shows, alerts that don’t match any of your configured rules will automatically be created as incidents using the Operations Manager Incident Template.
FIGURE 1-10 Routing rules
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8.
On the Schedule page, select the frequency at which Service Manager will query the
Operations Manager server for alerts. You can also configure the connector so that
alerts within Operations Manager will be closed when the incident that relates to the
alert is resolved or closed in Service Manager. You can also configure Service Manager
to automatically mark incidents as Resolved if the incident that triggered the alert in
Operations Manager is closed. Figure 1-11 shows these settings.
FIGURE 1-11 Schedule settings
9.
On the Summary page, review the connector setup, and then create the connector.
Once the connector is created, you can modify the alert routing rules by editing the properties of the connector as shown in Figure 1-12.
MORE INFO OPERATIONS MANAGER CONNECTOR FOR SERVICE MANAGER
You can learn more about the Operations Manager Connector for Service Manager at
http://technet.microsoft.com/en-us/library/hh524325.aspx.
x
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FIGURE 1-12 Connector properties
Integrating Orchestrator with Operations Manager and Service
Manager
You can configure Orchestrator to integrate with Operations Manager by configuring a connection to the Operations Manager server from the Orchestrator Management server. When
you do this, you can monitor and collect information from Operations Manager alerts, which
you can use when building Orchestrator runbooks. To integrate Orchestrator with Operations Manager, first install the Operations Manager integration pack. You can download this
integration pack from Microsoft’s website. You’ll also need to install the Operations Manager
console on the server that hosts the Runbook Designer and verify that you can use it to make
a connection to the Operations Manager server.
Once you’ve performed that step, you configure a connection from the Orchestrator Management server to the Operations Manager Management Group by performing the following
steps:
1.
In the Runbook Designer’s Options menu, click SC 2012 Operations Manager.
2.
On the Connections tab of the SC 2012 Operations Manager dialog box, click Add.
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3.
In the Connection dialog box, shown in Figure 1-13, type the name of the connection,
the IP address or FQDN of the Operations Manager server, and then provide the credentials of an account that has access to the Operations Manager server.
FIGURE 1-13 Connection configuration
4.
On the SC 2012 Operations Manager dialog box, shown in Figure 1-14, click Finish.
FIGURE 1-14 Operations Manager connections
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Once you have configured the connection, you’ll be able to use the activities that are
included in the Operations Manager integration pack when building Orchestrator runbooks.
These activities are shown in Figure 1-15, and have the following functionality:
■
■
■
■
■
■
■
■
Create Alert
This activity allows you to create an alert in Operations Manager.
Get Alert This activity allows you to extract data from an Operations Manager alert.
Use this activity as the basis of creating runbooks that create incidents in Service Manager by extracting relevant information from alerts and using that information when
creating incidents.
Get Monitor Use this activity to collect monitoring data. You can take the data extracted from this activity and use it to populate incidents in Service Manager.
Monitor Alert Use this activity to watch for specific new or updated Operations
Manager alerts. You might use this when configuring a runbook to have additional
steps taken when specific alerts are raised in Operations Manager during runbook
intiation.
Monitor State Use this activity to monitor and run when an object managed by
Operations Manager has its state changed to Warning or Critical. You might use this
when configuring a runbook to have additional steps taken when the state of specific
Operations Manager monitored objects changes during runbook initiation.
Start Maintenance Mode This activity allows you to put an Operations Manager
managed object into maintenance mode. Maintenance mode is a special state that
suppresses alerting. For example, you would put a server into maintenance mode when
applying software updates so that Operations Manager alerts aren’t generated by the
software update process.
Stop Maintenance Mode This activity allows you to take an Operations Manager
managed object out of maintenance mode, so that Operations Manager alerts are no
longer suppressed.
Update Alert Use this activity to update an Operations Manager alert with data. For
example, you could update an Operations Manager alert with information provided in
a Service Manager incident.
FIGURE 1-15 Operations Manager activities
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You configure integration between Orchestrator and Service Manager by performing the
following steps:
1.
Ensure that the Service Manager integration pack is installed on the management
server.
2.
Click SC 2012 Service Manager in the Options menu of the Orchestrator Runbook
Designer console.
3.
On the Connections tab of the SC 2012 Service Manager dialog box, click Add.
4.
In the Connection dialog box, shown in Figure 1-16, provide the following information. Ensure that you click Test Connection to verify that the connection to the Service
Manager server functions correctly.
■
Name Name of the connection to the Service Manager server
■
Server FQDN of the Service Manager server
■
Credentials Credentials of an account that has permission to access the Service
Manager server
FIGURE 1-16 Connection properties
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5.
On the SC 2012 Service Manager dialog box, shown in Figure 1-17, click Finish.
FIGURE 1-17 Service Manager connection
Once the connection between the Orchestrator and Service Manager server is established,
you can use the integration pack activities, shown in Figure 1-18, to build workflows.
FIGURE 1-18 Service Manager integration pack activities
These activities allow you to do the following:
■
■
Create Change With Template Use this activity to create a change record using an
existing change template. When you use this activity, mandatory fields in the service
manager change record need to be configured using Orchestrator when you use this
activity.
Create Object Use this activity to create a Service Manager object based on a
defined class. For example, you could use this activity to create a Service Manager
incident, change, or problem record.
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■
■
■
■
■
■
■
■
■
■
■
Create Incident With Template Use this activity to create a Service Manager incident based on an existing template. When you use this activity, mandatory fields in the
Service Manager incident record need to be configured using Orchestrator.
Create Related Object Use this activity to create new Service Manager objects that
have relationships to existing Service Manager objects.
Create Relationship Use this activity to create relationships between Service
Manager elements. For example, you could use it to create a relationship between an
incident and a computer or user. You can also use it to relate multiple incidents with a
Service Manager problem record.
Delete Relationship
ager elements.
Use this activity to remove a relationship between Service Man-
Get Activity Use this activity to instruct Orchestrator runbook to collect activity
records based on specific criteria.
Get Object Use this activity to search for a Service Manager activity, incident, or
change records based on specific criteria.
Get Relationship Use this activity to have Orchestrator generate a list of objects
from separate classes that are related by specific criteria.
Monitor Object User this activity to configure Orchestrator to find new and updated
records based on specific criteria.
Update Activity
Use this activity to update Service Manager activity records.
Upload Attachment Use this activity to upload a file to an existing Service Manager
object. For example, you might use this activity to upload a log file so that it can be
stored with the incident generated automatically by an Operations Manager alert.
Update Object Use this activity to modify the values of a Service Manager object’s
properties.
Automatic incident remediation
Automatic incident remediation involves applying a specific solution to a known problem. You
can configure Orchestrator runbooks triggered by specific Operations Manager alerts. Using
some of the Orchestrator activities detailed earlier in this chapter, you can take the data contained in the alert and use it to populate a new Service Manager incident. The Orchestrator
runbook can then perform the tasks necessary to automatically remediate the incident. For
example, the Orchestrator runbook could run an activity that restarts the service that caused
the original Operations Manager alert. Once the Operations Manager alert has been dealt
with, the Orchestrator runbook could then update the Service Manager incident, closing both
the incident and the Operations Manager alert once the issue that caused the alert has been
resolved.
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MORE INFO INCIDENT REMEDIATION
You can learn more about incident remediation with Operations Manager and Orchestrator by consulting the following TechNet article at http://social.technet.microsoft.
com/wiki/contents/articles/12602.system-center-operations-manager-incident-remediation-with-system-center-orchestrator.aspx.
x
Change and activity management workflows
Workflows allow you to automate processes within Service Manager, making interactions
with Service Manager more efficient. For example, you can configure workflows that will
automatically close completed change requests, or configure workflows that will automatically notify Service Manager users when approvals are required. Using the Server
Manager console, you can configure change management workflows that configure
change request conditions and apply change request templates. You can also configure
activity management workflows to configure activity management conditions and apply
activity templates.
MORE INFO CHANGE AND ACTIVITY MANAGEMENT
You can learn more about change and activity management in Service Manager by
consulting the following TechNet article at http://technet.microsoft.com/en-us/library/
hh495590.aspx.
x
Change request templates
Change request templates store a common set of settings, applying these settings to
new change requests. For example, you can create a change request template related to
adding a new database to a SQL Server instance that includes commonly used properties,
minimizing the amount of information that a user is required to enter when requesting
such a change.
To create a change request template, perform the following steps:
1.
In the Library workspace of the Server Manager console, click Templates, and then
in the Tasks pane, click Create Template.
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2.
On the Create Template dialog box, specify a name for the template. Select the
Change Request Class as shown in Figure 1-19, and select a Management Pack in which
to store the new template.
FIGURE 1-19 Create change request template
3.
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When you click OK, the Change Request Template form will be displayed. In this form,
provide information that will be pre-populated on a change request template. As
shown in Figure 1-20, this can include the area of the organization that the template
applies to, the priority the change request should be assigned by default, as well as
default impact and risk values.
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FIGURE 1-20 Configure change request template
4.
On the Activities tab, you can add activities to the template. These additions can
include any configured activity including runbook automation activities. Usually with
Change Requests, you’d add a Default Review Activity as shown in Figure 1-21, which
would allow another user to review and authorize the change request.
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FIGURE 1-21 Change request template activities
MORE INFO CHANGE REQUEST TEMPLATES
You can learn more about creating change request templates in Service Manager by
consulting the following TechNet article at http://technet.microsoft.com/en-us/library/
hh495644.aspx.
x
Change management workflows
You can use change management workflows to automate the process of dealing with change
management requests. To create a change management workflow, perform the following
steps:
1.
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In the Administration workspace or the Service Manager console, expand the Workflows node, and click Configuration.
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2.
In the Configuration pane, click Change Request Event Workflow Configuration, and in
the Tasks pane, click Configure Workflow Rules.
3.
In the Configure Workflows dialog box, click Add.
4.
On the Workflow Information page of the Configure Workflows For Objects Of Class
Change Request dialog box, shown in Figure 1-22, specify a name, whether the event
that triggers the workflow is when an object is created, or updated, and a management pack in which to store the workflow.
FIGURE 1-22 Workflow information
5.
On the Specify Criteria page, ensure that Change Request is selected. In the list of
available properties, select a criteria that will determine whether the change management workflow is applied. For example, in Figure 1-23, the change management
workflow will be applied if the change request area is set to Security.
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FIGURE 1-23 Workflow criteria
6.
On the Apply Template page, click Apply The Selected Template. You can then choose
one of the existing change management templates to apply. Figure 1-24 shows the
Security Release Change Request template selected.
FIGURE 1-24 Apply template
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7.
On the Select People To Notify page, specify whether users should be notified when
this change management workflow is triggered.
8.
On the Summary page, review the settings, and click Create to create the change management workflow.
MORE INFO CHANGE MANAGEMENT WORKFLOWS
You can learn more about creating change management workflows in Service Manager
by consulting the following TechNet article at http://technet.microsoft.com/en-us/library/
hh519653.aspx.
x
Activity management workflows
Activity management workflows allow you to automate the management of activities based
on the properties of the activity. For example, you might create a workflow to assign all unassigned manual activities to a particular member of the IT staff. To create an activity management workflow, perform the following steps:
1.
In the Administration workspace of the Server Manager console, click Configuration
under the Workflows node.
2.
In the Configuration pane, select the Activity Event Workflow node, and then click
Configure Workflow Rules in the tasks pane.
3.
On the Select A Class dialog box, shown in Figure 1-25, click the activity class to which
you want the workflow to apply.
FIGURE 1-25 Activity class
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4.
On the Configure Workflows dialog box, click Add.
5.
On the Workflow Information page of the Configure Workflows For Objects Of Class,
specify a name for the activity management workflow, a management pack to store
the workflow, and whether the workflow will be triggered upon object creation or
object modification.
6.
On the Specify Criteria page, select a property and criteria that will trigger the workflow. For example, in Figure 1-26, the criteria is that the Activity Status equals Failed.
FIGURE 1-26 Activity criteria
7.
On the Apply Template page, you can choose to apply a template.
8.
On the Select People To Notify, you can choose to notify specific people. When you
choose to notify a person, you select who is to be notified and the message template.
9.
On the Summary page, click Create.
MORE INFO ACTIVITY WORKFLOWS
You can learn more about creating activity management workflows in Service Manager
by consulting the following TechNet article at http://technet.microsoft.com/en-us/library/
hh495617.aspx.
x
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EXAM TIP
Remember that Operations Manager raises alerts, the cause of which can be resolved by
running an Orchestrator runbook. Information about the alert and the resolution can be
written to Service Manager by the Orchestrator runbook.
Thought experiment
Workflows at Tailspin Toys
You are in the process of configuring a private cloud trial deployment at Tailspin
Toys. One of the aims of the eventual deployment is to empower users by allowing
them to submit their own change requests through a web portal, rather than having
them submit change requests using a more traditional pen and paper method. In
the final deployment you want to have any alert raised by Operations Manager also
raised as an incident in Service Manager. For the trial, you will restrict this to alerts
raised in Operations Manager that are related to monitored SQL Servers.
You have the following goals for the trial:
■
■
■
You want to have incidents automatically raised based on Operations Manager
alerts generated by SQL Server management packs.
You want users to be able to submit change requests through the Service Manager
self-service portal.
You want to have all change requests that the IT staff set to completed, automatically closed by Service Manager.
With this information in mind, answer the following questions:
1. Which System Center products do you need to deploy to support this solution?
2. Which connectors must you configure to support this solution?
3. What type of workflow must you configure to accomplish your goal?
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Objective summary
Orchestrator allows you to create runbook automation. You do this by linking activities
from integration packs.
■
You can configure Operations Manager to automatically create Service Manager incidents from alerts generated in Operations Manager.
■
You can configure an Orchestrator runbook to create Service Manager incidents using
the Service Manager integration pack.
■
You can configure a Service Manager incident to trigger an Orchestrator runbook,
which you can use to automatically resolve some types of issues.
■
Change request templates store a common set of settings, applying these settings to
new change requests.
■
You can use change management workflows to automate the process of dealing with
change management requests.
■
Objective review
Answer the following questions to test your knowledge of the information in this objective.
You can find the answers to these questions and explanations of why each answer choice is
correct or incorrect in the “Answers” section at the end of this chapter.
You want to create a runbook in System Center 2012 R2 Orchestrator that creates Service Manager incidents in response to Operations Manager alerts. Your organization
has one Operations Manager server, one Orchestrator server, and one Service Manager
server. Which of the following steps should you take?
1.
A.
Configure a connection from the Operations Manager server to the Orchestrator server. Install the Orchestrator management pack on the Operations Manager
server.
B.
Configure a connection from the Orchestrator server to the Operations Manager
server. Install the Operations Manager integration pack on to the Orchestrator
server.
C.
Configure a connection from the Orchestrator server to the Service Manager
server. Install the Service Manager integration pack on to the Orchestrator server.
D.
Configure the Operations Manager connector on the Service Manager server. Configure alert routing rules for the connector on the Service Manager server.
2.
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You want to have alerts from any of the SQL Server 2012 instances monitored by your
organization’s Operations Manager deployment automatically assigned as Service
Manager incidents to Barry the SQL Server administrator. All SQL Server alerts on the
Operations Manager server are triggered by rules stored within a SQL Server 2012
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management pack. Your organization has one Operations Manager server and one
Service Manager server. You have not deployed any other System Center products.
Which of the following steps would you take to accomplish this goal?
3.
4.
5.
A.
Configure the Operations Manager connector on the Service Manager server.
B.
Deploy the Operations Manager agent on the Service Manager server.
C.
Create an incident template for SQL Server events that assigns the incident to
Barry. Create an Alert Routing rule for alerts generated by the SQL Server 2012
Management pack that applies this incident template.
D.
Create an Orchestrator runbook that creates an incident on the Service Manager
server when an alert is raised on the Operations Manager server related to the SQL
Server 2012 management pack.
You want to configure Service Manager so that Barry the SQL Server Administrator is
notified when a SQL Server related change request is entered into the Service Manager
database. Which of the following would you configure in Service Manager to accomplish this goal?
A.
Configure a change request workflow.
B.
Configure an incident event workflow.
C.
Configure an activity event workflow.
D.
Configure a desired configuration management event workflow.
You are creating a new change request template in Service Manager. Which class
should you select when creating the template?
A.
Change Request
B.
Incident
C.
Problem
D.
Knowledge Article
Which activity in the Operations Manager integration pack for Orchestrator do you use
to extract data from an Operations Manager alert?
A.
Create Alert
B.
Get Alert
C.
Monitor Alert
D.
Update Alert
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Objective 1.2: Implementing service offerings
Another important aspect of private cloud automation is implementing as much self-service
functionality for users as possible. Rather than having to always ring the service desk to log
a job, self-service allows many routine IT requests to be initiated by the user through a web
browser interface. In some cases, these requests can be resolved without requiring the direct
intervention of a member of the IT team, and in others they can be resolved subject to approval.
This objective covers how to:
■
Creating custom workflows
■
Self-Service Portal
■
Service catalog
■
Request offerings
■
Service offerings
■
Catalog item groups
■
Orchestrator and Service Manager
■
Using Orchestrator runbooks with Service Manager
■
Self-service provisioning of virtual machines
Creating custom workflows
Earlier in this chapter you learned how to configure change management and activity management workflows, functionality for which is built into Server Manager 2012 R2. You can
create new custom workflows for Service Manager using the System Center 2012 - Service
Manager Authoring Tool. By building custom workflows, you can further automate Service
Manager processes. You can download the Service Manager Authoring Tool from Microsoft’s
website.
MORE INFO CREATING CUSTOM WORKFLOWS
You can learn more about creating custom Service Manager workflows at http://technet.
microsoft.com/en-us/library/hh519585.aspx.
x
To create a new workflow that runs on a scheduled basis, perform the following steps:
1.
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In the Service Manager Authoring Tool, select the management pack that will store the
workflow or create a new management pack.
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2.
Right-click Workflows, and click Create. This will launch the Create Workflow Wizard
as shown in Figure 1-27. Provide a name for the workflow. If you want to modify the
default values for the workflow, retry intervals and time to run, click Advanced. The
maximum time to run must be greater than 60 seconds and less than 24 hours.
FIGURE 1-27 Create workflow
3.
On the Trigger Condition page, select Run At A Scheduled Time Or At Scheduled
Intervals as shown in Figure 1-28. You can also custom workflows to run in response to
database object changes.
FIGURE 1-28 Trigger condition
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4.
On the Trigger Criteria page, configure the schedule for running the custom workflow.
5.
On the Summary page, click Create.
Once you’ve created the workflow, you can use the Service Manager Authoring Tool to
edit the workflow. You do this by dropping and configuring activities in a manner similar to
configuring an Orchestrator runbook. Figure 1-29 shows the Service Manager Authoring Tool.
FIGURE 1-29 Custom workflow authoring
To add a custom workflow to Service Manager, copy the workflow files, which will have
the name of the management pack with the .xml and .dll file name extensions, to the Service
Manager installation folder. In the Service Manager console, import the management pack
from the Administration workspace. Once imported, you can use the workflow with Service
Manager.
Self-Service Portal
The Service Manager 2012 R2 Self-Service Portal is a SharePoint 2010 website that customers can use to submit requests for service offerings and request offerings using their web
browser. The Self-Service Portal leverages Service Manager user roles, meaning that users will
be presented with different request and service offerings depending on role membership. Us-
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ers are able to submit requests and view the status of those requests using the portal. Figure
1-30 shows the Service Manager 2012 R2 Self-Service Portal.
FIGURE 1-30 Self-Service Portal
When a user submits a request using the self-service website, the request is forwarded to
the Service Manager server where the information submitted through the self-service website
is processed. You can publish Service Manager requests and service offerings to the Self-Service Portal. Many organizations use the Self-Service Portal to allow users to submit their own
incident tickets as an alternative to contacting the help desk.
This functionality is only the tip of the iceberg. If you integrate Service Manager with other
System Center products, such as Operations Manager, Orchestrator, and Virtual Machine
Manager, you can offer services that leverage these products through the Self-Service Portal.
For example you could create a service offering that:
1.
Allows users to request and deploy virtual machines through System Center Virtual
Machine Manager, with the details of that request and subsequent deployment all
logged within Service Manager.
2.
Allows users to put SQL Server databases into protection, or perform self-service
recovery by leveraging Service Manager integration with Data Protection Manager and
Orchestrator.
3.
Allows users to trigger Orchestrator runbooks. Since runbooks can be created to perform almost any task within your organization’s Windows-based infrastructure, you can
provide users with the ability, through the Self-Service Portal, to trigger any task for
which you can build a runbook.
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The Self-Service Portal can be hosted on a separate computer from the Service Manager
server. One important thing to note is that you can only use SharePoint 2010 to host the
Service Manager 2012 R2 RTM Self-service website. You cannot use SharePoint 2013 to host
the Service Manager 2012 R2 RTM self-service website. This is important as you can deploy
SharePoint 2010 on a computer running Windows Server 2008 R2, but cannot deploy it on
computers running the Windows Server 2012 and Windows Server 2012 R2 operating systems. This means that you must deploy at least one computer running Windows Server 2008
R2 with SharePoint 2010 even if all of the other server operating systems in your environment
are running Windows Server 2012 R2.
MORE INFO SELF-SERVICE PORTAL
You can learn more about the Self-Service Portal at http://technet.microsoft.com/en-us/
library/hh914195.aspx.
x
Service catalog
The service catalog is a collection of Service Manager items, assistance, actions, or groupings
of items, assistance, or actions. You make service catalog items available through the SelfService Portal by publishing them either as request offerings or service offerings. Figure 1-31
shows the Service Catalog node of the Service Manager console.
FIGURE 1-31 Service catalog
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You use the Request Offerings node to create service catalog items that are available to
users. Request offerings allow you to specify what information you want to prompt the users
to provide and any knowledge articles that you’ve created within Service Manager that might
be related to the request offering. Service offerings allow you to create service catalog items
that assign categories to request offerings.
MORE INFO SERVICE CATALOG
You can learn more about the service catalog at http://technet.microsoft.com/en-us/library/hh495564.aspx.
x
Request offerings
Request offerings are items or actions that you can make available to users through the service catalog. You usually collect request offerings in groups termed service offerings. You can
publish service offerings and request offerings to the Self-Service Portal. To give users access
to these service and request offerings, you need to assign them to Service Manager user roles
that are associated with a catalog group that contains these items.
To create a request offering, perform the following steps:
1.
In the Library workspace of the Service Manager console, expand the Service Catalog
node, click the Request Offerings node, and in the Actions pane, click Create Request
Offering.
2.
On the Before You Begin page of the Create A Request Offering Wizard, click Next.
3.
On the Create Request Offering page, shown in Figure 1-32, provide the following
information:
FIGURE 1-32 Create request offering
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■
■
■
■
■
4.
Title
Use this to specify the name of the request offering.
Image Allows you to associate an image with the request offering. This image will
be present with the request offering in the Self-Service Portal.
Description Use this to provide a description of the request offering. This description will be present with the request offering in the Self-Service Portal.
Template
plate.
Use this drop-down menu to select an existing service request tem-
Management Pack Use this option to specify an unsealed management pack in
which to store the request offering.
On the User Prompts page of the Create Request Offering Wizard, shown in Figure
1-33, provide prompts that users can respond to when accessing the request offering.
FIGURE 1-33 Configure user promptsYou
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■
Date
■
Decimal
■
File Attachment
■
Integer
■
MP Enumeration List
■
Query Results
■
Simple List
■
Text
■
True/False
can configure the following prompt types:
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5.
On the Configure Prompts page, you specify additional required information to assist
the user in providing information to the prompts. For example, if you specified one of
the prompts as a simple list, you would create the list options that the user would be
able to select from as shown in Figure 1-34.
FIGURE 1-34 Configure lists
6.
On the Map Prompts page, associate the prompts with the service request template.
The prompts required will depend on the service request template.
7.
On the Knowledge Articles page, you can specify knowledge articles that will appear
with the request offering in the Self-Service Portal. This allows you to associate useful
documentation with the service offering. For example, you might associate a knowledge article listing the top problems submitted as service requests by users and their
solutions.
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8.
On the Publish page, shown in Figure 1-35, you can configure whether the Offering
Status is Published, and the Offering Owner.
FIGURE 1-35 Publish settings
9.
The Summary page provides summary information about the request offering. The
completion page will confirm the creation of the request offering.
You can configure a request offering’s status to either Draft or Published. A request offering assigned the draft status won’t be available to the service catalog and cannot be
requested by users. Setting a request offering’s status to Published will make it appear in the
catalog to users that have been granted access to the catalog item group that has the request
offering as a member.
MORE INFO REQUEST OFFERINGS
You can learn more about creating request offerings at http://technet.microsoft.com/enus/library/hh519639.aspx.
x
Service offerings
Service offerings are collections of request offerings. A single request offering can be associated with multiple service offerings. Self-service users are only able to access service offerings
and their associated request offerings if:
■
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Both the service offering and request offerings have their status set to Published.
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■
The end users are assigned to a user role associated with a catalog item group that
contains the service offering and request offering catalog items.
To create a service offering, perform the following steps:
1.
Click Service Offerings in the Library workspace of the Service Manger console.
2.
In the Tasks pane, click Create Service Offering.
3.
On the General page of the Create Service Offering Wizard, shown in Figure 1-36,
provide the following information:
■
■
■
■
■
■
■
Title
The name of the service offering.
Image An image that will be associated with the service offering on the SelfService Portal.
Category Allows you to specify a category to associate with the service offering.
You can create your own custom categories.
Language
Allows you to specify a language for the service offering.
Overview This short overview will be displayed on the Self-Service Portal home
page.
Description This lengthier description will be available on the service offering’s
page in the Self-Service Portal.
Management Pack Allows you to specify the unsealed management pack in
which the service offering will be stored.
FIGURE 1-36 Create service offering
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4.
On the Detailed Information page, you can specify the following information:
■
Service level agreement information
■
Link for additional information
■
Cost information
■
Link for additional information
5.
On the Related Service page you can specify business services associated with the
service offering.
6.
On the Knowledge Articles page, you can specify Service Manager knowledge articles
associated with the service offering.
7.
On the Request Offering page, shown in Figure 1-37, you specify the request offerings
that self-service users will see grouped with this service offering.
FIGURE 1-37 Create service offering
8.
On the Publish page, select between assigning the service offering the Draft or Published status.
9.
On the Summary page, review the information related to the service offering.
MORE INFO SERVICE OFFERING
You can learn more about creating service offerings at http://technet.microsoft.com/en-us/
library/hh519639.aspx.
x
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Catalog item groups
You use catalog item groups to restrict access to service manager catalog items. You add
service manager catalog items to the catalog item group, and then configure access to the
catalog item group by configuring a Service Manager user role. Service manager catalog
items can be members of multiple catalog item groups. By default Service Manager has two
catalog item groups:
■
Generic Incident Request Catalog Items Group
■
Global Operators Group
To create a catalog item group, perform the following general steps:
■
In the Library workspace of the Service Manager console, click the Groups node.
■
In the Tasks pane, click Create Catalog Group.
■
On the General page of the Create Catalog Items Group Wizard, specify a group name,
group description, and a management pack in which to save the group as shown in
Figure 1-38.
FIGURE 1-38 Catalog items group
1.
On the Included Members page, specify the items that will be included as members of
the group as shown in Figure 1-39. You can view by Catalog Item, Offering, Request
Offering, or Service Offering.
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FIGURE 1-39 Included members
2.
On the Dynamic Members page, you can have items added automatically on the basis
of class and criteria.
3.
On the Subgroups page, you can select existing groups as members of the new group
that you are creating.
4.
On the Excluded Members page, you can automatically exclude a class and specific
objects based on class and criteria.
MORE INFO CATALOG GROUPS
You can learn more about creating service offerings at http://technet.microsoft.com/en-us/
library/hh519639.aspx.
x
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To provide access to members of a specific user role, edit the properties of that role and
specify the catalog item groups to which the user role should have access as shown in Figure
1-40.
FIGURE 1-40 Edit user role
Orchestrator and Service Manager
Earlier in this chapter you learned how to connect Orchestrator to Service Manager, which
allows you to use Orchestrator runbooks to perform tasks in Service Manager. You can also
configure a connector that works the other way, between Service Manager and Orchestrator, which allows Service Manager to make reference to and utilize Orchestrator runbooks. To
configure the connector between Service Manager and Orchestrator, perform the following
steps:
1.
In the Administration workspace of the Service Manager console, click Connectors.
2.
In the Tasks pane, click Create Connector, and then click Orchestrator Connector.
3.
On the General page of the Orchestrator Connector Wizard, enter a name for the connector.
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4.
On the Connection page, specify the Orchestrator Web Service URL as shown in Figure
1-41, and the operational database account. The URL of the Orchestrator web service
will be http://computer.fqdn:81/Orchestrator2012/Orchestrator.svc. The Run As account
you use must have the right to connect to Orchestrator. Ensure that you click Test Connection to verify that the connection is successful.
FIGURE 1-41 Orchestrator connector
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5.
On the Sync Folder page, select a Sync Folder, and click Next.
6.
On the Web Console URL page, shown in Figure 1-42, specify the URL for the Orchestrator web console. The URL will be http://computer.fqdn:82.
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FIGURE 1-42 Web console URL
7.
On the Summary page, review the settings, and click Create.
You will be able to verify that the process has worked by navigating to the Library workspace and clicking the Runbooks node. Any runbooks that you’ve created on the Orchestrator
will be present in this node. Figure 1-43 shows this node with a runbook present.
FIGURE 1-43 Synchronized runbooks
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MORE INFO CREATING ORCHESTRATOR CONNECTOR
You can learn more about creating a connector between Service Manager and Orchestrator
by consult the following article at http://technet.microsoft.com/en-us/library/hh519779.
aspx.
x
Using Orchestrator runbooks with Service Manager
Once information about runbooks is imported from Orchestrator into Service Manager by
configuring the Orchestrator connector for Service Manager, you can trigger the runbooks
from Service Manager by configuring runbook automation activity templates.
To create a runbook automation activity template, perform the following steps:
1.
In the Library workspace of the Service Manager console, click Runbooks, and click the
Orchestrator runbook for which you want to create an activity template.
2.
On the Tasks pane, click Create Runbook Automation Activity Template.
3.
In the Create Template dialog box, specify a name for the template as shown in Figure
1-44, ensure the class Runbook Automation Activity is selected, and select a management pack to store the runbook in.
FIGURE 1-44 Create template
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4.
When you click OK, the Runbook Activity Template will open. Provide a title for the
template and ensure that the Is Ready For Automation option is selected, as shown in
Figure 1-45.
FIGURE 1-45 Runbook Activity Template
5.
On the Runbook tab, there will be a list of parameters that are used for runbook input
and output. You can edit mappings and specify default values to be used when Service
Manager triggers the runbook.
6.
Click OK to close and save the runbook automation activity template.
MORE INFO USING RUNBOOKS WITH SERVICE MANAGER
You can learn more about using Orchestrator runbooks with Service Manager at http://
technet.microsoft.com/en-us/library/hh519695.aspx.
x
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Self-service provisioning of virtual machines
When you enable self-service virtual machine provisioning, users are able to navigate to a
specially configured portal and are able to use the portal to request virtual machines by filling
out a form providing relevant details. The type of portal and the details required will depend
on the self-service strategy that you choose. There are three basic strategies that you can
pursue when providing self-service virtual machine provisioning to users when using Hyper-V
and the System Center products. These are:
■
Self-service with Virtual Machine Manager, and App Controller
■
Self-service with Virtual Machine Manager, Service Manager, and Orchestrator
■
Self-service with the Windows Azure pack
Self-service with VMM and App Controller
System Center App Controller provides users with self-service virtual machine deployment
functionality for VMM 2012 SP1 and VMM 2012 R2. App Controller runs as a web application, shown in Figure 1-46. To perform self-service virtual machine deployment using App
Controller, a user must be a member of a VMM self-service user role.
FIGURE 1-46 App Controller
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MORE INFO SELF-SERVICE IN VMM
You can learn more about self-service in VMM by consulting the following article at http://
technet.microsoft.com/en-us/library/gg610573.aspx.
x
To create a self-service user role in VMM, perform the following steps:
1.
Click Create User Role on the ribbon when in the Settings workspace of the VMM
console.
2.
On the Name And Description page of the Create User Role Wizard, provide a name
for the role and an optional description.
3.
On the Profile page, click Application Administrator (Self-Service User), as shown in
Figure 1-47.
FIGURE 1-47 Create User Role
4.
On the Members page of the Create User Role Wizard, click Add, and add an Active
Directory security group that will host the user accounts of the people who you want
to grant self-service privileges to.
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5.
On the Scope page, shown in Figure 1-48, select the private cloud into which selfservice users will be able to deploy VMs.
FIGURE 1-48 Create User Role
6.
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On the Quotas page, specify the quotas for the self-service user role. You can configure role level quotas, which apply to all users of the role, or individual quotas, that
apply to individual users. For example, Figure 1-49 shows member level quotas configured so that each role member can use a maximum of 2 virtual CPUs, 8192 MB of RAM,
50 GB of storage, and deploy a maximum of 2 virtual machines.
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FIGURE 1-49 Member level quotas
7.
On the Networking page, select which networks, if any, to which you will restrict the
self-service users. If you don’t specify any networks, self-service users can use any
configured VM network.
8.
On the Resources page, select which resources, if any, to which you will restrict the selfservice users. If you don’t specify any resources, self-service users can use any available
VMM resources.
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9.
On the Permissions page, shown in Figure 1-50, configure the permissions that you
want to assign to the users.
FIGURE 1-50 Permitted actions
10. On the Run As accounts page, select which VMM Run As Accounts that members of
the user role can utilize.
Users assigned the appropriate permissions through the VMM role are able to sign in to
the App Controller portal, connect to the private clouds hosted through VMM to which they
have been assigned access, and deploy and manage virtual machines.
MORE INFO SYSTEM CENTER APP CONTROLLER
You can learn more about System Center App Controller by consulting the following article
at http://technet.microsoft.com/en-us/library/hh546834.aspx.
x
Self-service with VMM, Service Manager, and Orchestrator
By integrating VMM, Service Manager, and Orchestrator, you can configure self-service virtual
machines as Service Manager request offerings. To be able to perform this action, you’ll
need to configure the VMM Connector for Service Manager, and the VMM Connector for
Orchestrator. When the user requests the VM through the Self-Service Portal, an Orchestrator
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runbook will start, which performs the necessary activities to trigger VMM tasks deploying
the virtual machine.
Configuring the VMM connector for Service Manager will provide Service Manager with
information about the VMM environment. To configure the VMM connector for Service Manager, perform the following steps:
1.
In the Administration workspace of the Service Manager console, click Connectors.
2.
In the Tasks pane, click Create Connector, and then click Virtual Machine Manager connector.
3.
On the General page of the Virtual Machine Manager Connector Wizard, type the connector name.
4.
On the Connection page, shown in Figure 1-51, typeenter the FQDN of the VMM
server, and specify a Run As account. This account needs to have permissions to access
VMM. Click Test Connection to verify this account.
FIGURE 1-51 VMM connector
5.
On the Summary page, review the configuration information, and click Create.
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To create Orchestrator runbooks that can use activities that perform tasks in VMM, you
configure VMM integration for Orchestrator. To configure the VMM connector for Orchestrator, perform the following steps:
1.
Ensure that the VMM integration pack is installed on the Orchestrator server.
2.
Ensure that the VMM Administration console is installed on the Orchestrator server. It
is possible to configure the connector without a local deployment of the VMM console,
but this is a more complicated process than installing the console on the Orchestrator
server.
3.
Ensure that the Windows PowerShell initiation policy on the Orchestrator server is set
to Remote Signed.
4.
In the Options menu of the Orchestrator Runbook Designer, click SC 2012 Virtual Machine Manager.
5.
On the SC 2012 Virtual Machine Manager dialog box, click Add.
6.
On the Add Configuration dialog box, specify the name of the connection. Next to
type, click the ellipsis (…).
7.
On the Item Selection page, click System Center Virtual Machine Manager.
8.
In the Properties section of the Add Configuration dialog box, shown in Figure 1-52,
configure the following settings:
■
VMM Administrator Console
■
VMM Server Address of the VMM server
■
User
■
Domain
■
Password Password associated with the account
■
■
■
■
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Address of the server with the VMM console
User account of user with permissions to the VMM server
Domain that hosts the user account
Authentication Type (Remote Only) Needs to be configured if the VMM Administrator console is not installed on the Orchestrator server. You need to enable
the authentication method for WinRM using Group Policy.
Port (Remote Only) Only required if the Orchestrator runbook server doesn’t
have an instance of the VMM Administrator console.
Use SSL (Remote Only) Only required if the Orchestrator runbook server doesn’t
have an instance of the VMM Administrator console.
Cache Timeout
Amount of time in minutes before the session times out
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FIGURE 1-52 Connect VMM to Orchestrator
9.
Click OK on the Add Configuration dialog box, and the SC 2012 Virtual Machine Manager dialog box.
As shown in Figure 1-53, the VMM integration pack contains 45 activities.
FIGURE 1-53 VMM activities for Orchestrator
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These activities allow you to do the following:
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
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Apply Pending Service Update Apply a pending service update to a VMM service.
Configure Service Deployment Configures a VMM service for deployment. Requires the service configuration name, service template name, and deployment target.
Create Checkpoint
Create a VM checkpoint. Requires the GUID of the VM.
Create New Disk Creates a new virtual hard disk. Requires you specify IDE/SCSI,
Dynamic or Fixed, File Name, Size, and VM GUID of VM to which the disk should be
attached.
Create New Disk From VHD Creates a new virtual hard disk from an existing virtual
hard disk. Requires you specify IDE/SCSI, Dynamic or Fixed, file name of new disk, path
to original disk, VM GUID of VM to which the disk should be attached.
Create Network Adapter Creates a new network adapter and attaches it to a VM.
Requires the VM GUID. You can also configure additional network adapter properties
such as MAC Address, MAC Address Pool, Network Tag, Virtual Network ID, VLAN ID,
and Logical Network.
Create User Role Creates a VMM user role. Requires that you specify a role name
and the VMM user role profile that the role will use.
Create VM From Template Allows you to create a VM from an existing VMM
template. Requires the Type Of VM, Destination, Path, Source Template Name, Cloud
Capability Profile, and VM Name.
Create VM From VHD Use this activity to create a VM from an existing virtual hard
disk. Requires you to specify IDE or SCI, name of destination VHD, path, location of
VHD from which you will be creating the VM, the name of the VM host, and the VM
name.
Create VM From VM Use this activity to create a new VM from an existing VM.
Requires that you specify the type of VM to create, destination, VM path, the VM GUID
of the source VM, and the name to apply to the newly created VM.
Deploy Service Use this activity to create a VMM service using a VMM service template. Requires that you specify the new service’s name, and the VMM template name.
Get Checkpoint Use this activity to retrieve VM checkpoint information.
Get Cloud Get information to view information about clouds on the VMM management server.
Get Network Adapter View information about VMM virtual network adapters.
Get Service
server.
Use this activity to return data on all services on the VMM management
Get Service Configuration You use this activity to generate information about service configurations on the VMM management server.
Get Service Template
templates.
This activity allows you to generate a list of all VMM service
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■
Get Tier
■
Get User Role
■
Provides information about all VMM tiers.
Get User Role Quota Use this activity to return information about all user role quotas on VMM management server.
■
Get VM
■
Get VM Host
■
■
■
Use this activity to extract information about VMM user roles.
This activity provides information on a specific VM.
Use this activity to extract information about a virtualization host.
Get VM Network
network.
This activity allows you to extract information about a VMM VM
Get VM Subnet Use this activity to provide Orchestrator with information about a
VMM VM subnet.
Manage Checkpoint You can use this activity in an Orchestrator runbook to revert
a VMM VM to a specific checkpoint, or to remove checkpoints that are no longer
required.
■
Move VM This activity allows you to move a VM to a new location.
■
Remove User Role This activity deletes a user role from VMM.
■
■
■
■
■
■
■
■
■
■
■
■
■
Remove VM Use this activity to delete a VM. This activity can only target a VM that
is in a shutdown state.
Repair VM
Resume VM
state.
Use this activity to issue a retry, undo, or dismiss action on a VMM VM.
This activity allows Orchestrator to resume a VM that is in a paused
Run VMM PowerShell Script
Use this activity to trigger a PowerShell script.
Scale Tier In This activity allows Orchestrator to remove a virtual machine instance
from a specific service tier.
Scale Tier Out This activity allows Orchestrator to add a virtual machine instance to
a specific service tier.
Set Pending Service Update Use this activity to set a specific VMM service template
as the pending service update.
Shut Down VM
the VM offline.
This activity allows Orchestrator to shut down a stopped VM, taking
Start VM Use this activity in an Orchestrator runbook to start a VM that has been
paused, shut down, or stopped.
Stop Service
This activity will stop a VMM service.
Stop VM Use this activity in an Orchestrator runbook to place a VM into a stopped
state.
Suspend VM This activity will place a VM into a suspended state.
Update Disk This activity allows an Orchestrator runbook to change the properties
of an existing disk.
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■
Update Network Adapter
network adapter.
Use this activity to update the properties of an existing
■
Update User Role Property
■
Update User Role Quota
■
Update VM
Updates the properties of a VMM user role.
Updates the quota for a user role.
Use this activity in an Orchestrator runbook to update a VM.
MORE INFO VMM INTEGRATION PACK
Learn more about the VMM integration pack for Orchestrator by consulting the following
article at: http://technet.microsoft.com/en-us/library/hh830704.aspx.
x
To configure self-service deployment using VMM, Service Manager, and Orchestrator, you
need to perform the following general steps:
1.
Create an Orchestrator runbook that takes inputs to create a VM. At a minimum this
would involve the Create VM From Template Orchestrator Runbook activity, but more
complex runbooks might extract more information about the VM, the template, and
the Private Cloud to which the VM is deployed. You use the Initialize Data activity to
collect parameters to be used with the runbook.
2.
In Service Manager, create a runbook automation activity template, ensuring that the
template is configured as Ready For Automation. Configure the runbook automation
activity template to collect the parameters that will be used with the Orchestrator runbook. For example, this might be the VM template name and the private cloud name.
3.
In Service Manager, create a service request template. In the template’s Activities tab,
link the runbook automation activity that you configured, which leverages the Orchestrator runbook that deploys the VM.
4.
Create a Request Offering and use it to collect the parameters from the person using
the request offering that will be passed to the Orchestrator runbook to perform VM
deployment.
5.
Create and publish a Service Offering that links the request offering. This will update
the Self-Service Portal. When complete, a user will use the portal to enter the parameters needed by the Orchestrator runbook to leverage VMM to deploy the requested
VM.
MORE INFO AUTOMATING SELF-SERVICE VMM DEPLOYMENT
Learn more about automating VMM deployment with Service Manager by consulting the
following article at http://technet.microsoft.com/en-us/magazine/jj933281.aspx.
x
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Self-service with Windows Azure Pack for Windows Server
An additional method to provide self-service virtual machine deployment to users in an
organization is to deploy the Windows Azure Pack for Windows Server. Windows Azure Pack
for Windows Server runs on top of Windows Server 2012 R2 and System Center 2012 R2, and
provides a self-service multi-tenant cloud that uses the same interface as Microsoft’s public
cloud. Although not explicitly addressed by the 70-246 objectives, the Windows Azure Pack
for Windows Server provides a pre-built alternative for organizations that want to provide on
premises self-service virtual machine deployment.
MORE INFO WINDOWS AZURE PACK FOR WINDOWS SERVER
You can learn more about the Windows Azure Pack for Windows Server by consulting the
following article at http://technet.microsoft.com/en-us/library/dn296435.aspx.
x
EXAM TIP
While Virtual Machine Manager 2012 RTM had a Self-Service Portal, this functionality was
removed in Virtual Machine Manager 2012 SP1 and Virtual Machine Manager 2012 R2 in
favor of App Controller.
Thought experiment
Self-service Virtual Machine deployment at WingTipToys
You want to trial self-service virtual machine deployment as a way of providing
people at WingTipToys with the necessary IT infrastructure to complete their projects. You have the following goals:
■
■
You want to provide users with the ability to deploy virtual machines. These users
will be members of the Self-Service_VM security group in Active Directory.
Users should be only able to deploy a maximum of 2 virtual machines.
With this information in mind, answer the following questions:
1. Which System Center products can you deploy to support virtual machine selfservice deployment?
2. What should you configure in VMM to allow members of the Self-Service_VM
security group to deploy and manage VMs using System Center App Controller?
3. What steps would you take to ensure that users are only able to deploy a maximum of 2 virtual machines?
Objective 1.2: Implementing service offerings
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Objective summary
Custom workflows allow you to further automate Service Manager processes. You create custom workflows with the Service Manager Authoring Tool.
■
The Service Manager 2012 R2 Self-Service Portal is a SharePoint 2010 website that
customers can use to submit requests for service offerings and request offerings using
their web browser.
■
The service catalog is a collection of Service Manager items, assistance, actions, or
groupings of items, assistance, or actions.
■
Request offerings are items or actions that you can make available to users through
the service catalog.
■
■
Service offerings are collections of request offerings.
■
You use catalog item groups to restrict access to service manager catalog items.
You can configure a connector between Service Manager and Orchestrator, which allows Service Manager to make reference to and utilize Orchestrator runbooks.
■
You can trigger the runbooks from Service Manager by configuring runbook automation activity templates.
■
System Center App Controller provides users with self-service virtual machine deployment functionality for VMM 2012 SP1 and VMM 2012 R2.
■
By integrating VMM, Service Manager, and Orchestrator, you can configure self-service
virtual machines as Service Manager request offerings.
■
Objective review
Answer the following questions to test your knowledge of the information in this objective.
You can find the answers to these questions and explanations of why each answer choice is
correct or incorrect in the “Answers” section at the end of this chapter.
Which of the following Service Manager items do you use to collect together request
offerings for publication on the Service Manager Self-Service Portal?
1.
A.
Catalog item groups
B.
Incident templates
C.
Change Management workflows
D.
Service offerings
Which of the following server and software configurations support hosting the System
Center 2012 R2 Service Manager Self-Service Portal?
2.
60
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A.
Windows Server 2012 R2
B.
Windows Server 2008 R2
C.
SharePoint Server 2010
D.
SharePoint Server 2013
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3.
4.
5.
You want to use an Orchestrator runbook as part of a Service Manager Change
Management workflow. You have configured the Orchestrator connector for Service
Manager. Which of the following must you also create to use the runbook with the
workflow?
A.
Manual activity
B.
Review activity
C.
Runbook automation activity
D.
Sequential activity
Which of the following tools do you use to create a custom workflow for Service Manager?
A.
Service Manager Authoring Tool
B.
Orchestrator Runbook Designer
C.
Service Manager console
D.
Operations Manager console
Which of the following steps must you take prior to configuring a connection between
Orchestrator server and a Virtual Machine Manager server?
A.
Install the VMM Management Console on the Orchestrator server.
B.
Install the Service Manager Authoring Tool on the Orchestrator server.
C.
Install the VMM integration pack on the Orchestrator server
D.
Install the Service Manager console on the Orchestrator server.
Objective 1.2: Implementing service offerings
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Answers
This section contains the solutions to the thought experiments and answers to the lesson
review questions in this chapter.
Objective 1.1: Thought experiment
1.
This solution can be configured using Operations Manager and Service Manager. Orchestrator is not required, though could also be used if more complicated automation
is necessary.
2.
To configure this solution, you only need to configure the Operations Manager connector for Orchestrator.
3.
You need to configure a change management workflow to automatically close completed change requests.
Objective 1.1: Review
1.
2.
62
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Correct answers: B and C
A.
Incorrect: You don’t need to configure a connection from the Operations Manager server to the Orchestrator server with this proposed solution.
B.
Correct: You need to configure the connector from Orchestrator to Operations
Manager so that you can then use the activities in the Operations Manager integration pack.
C.
Correct: You also need to configure a connection from the Orchestrator server to
the Service Manager server so that you can have the Orchestrator workflow create
incidents triggered by Operations Manager alerts.
D.
Incorrect: The solution mentions using an Orchestrator runbook. While it is
possible to have incidents created using the Operations Manager connector for
Service Manager, Orchestrator runbooks allow you to configure more complex
automation.
Correct answers: A and C
A.
Correct: In this scenario, you should configure the Operations Manager connector
for Service Manager as a way of extracting alert information.
B.
Incorrect: It is not necessary to deploy the Operations Manager agent on the
Service Manager server to accomplish this goal.
C.
Correct: You need to create specific incident template and then configure an alert
routing rule that leverages this template.
D.
Incorrect: According to the question text, Orchestrator has not been deployed in
this environment.
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3.
4.
5.
Correct answer: A
A.
Correct: By configuring a change request workflow, you can configure certain users to be notified when change requests that meet specific criteria are entered into
Service Manager.
B.
Incorrect: You would configure a change request, rather than an incident event
workflow.
C.
Incorrect: You would configure a change request, rather than an activity event
workflow.
D.
Incorrect: You would configure a change request, rather than a desired configuration management event workflow.
Correct answer: A
A.
Correct: You should select the change request class when creating a change request template.
B.
Incorrect: You should select the change request class when creating a change
request template.
C.
Incorrect: You should select the change request class when creating a change
request template.
D.
Incorrect: You should select the change request class when creating a change
request template.
Correct answer: B
A.
Incorrect: This activity allows you to create alerts.
B.
Correct: The Get Alert activity allows you to extract data from Operations Manager alerts.
C.
Incorrect: Use this activity to watch for specific alerts, rather than to extract information from those alerts.
D.
Incorrect: Use this activity to update an alert.
Objective 1.2: Thought experiment
1.
You can use System Center App Controller and Virtual Machine Manager, or a combination of Service Manager, Orchestrator, and Virtual Machine Manager.
2.
You need to configure a VMM user role that uses the Application Administrator role
profile and configure it to have the Self-Service_VM security group define its membership.
3.
You’ll need to configure a self-service user role with a quota limiting each user to a
maximum of 2 virtual machines.
Answers
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Objective 1.2: Review
1.
2.
3.
4.
64
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Correct answer: D
A.
Incorrect: You use catalog item groups to collect together catalog items so that
you can make them available to members of a specific user role.
B.
Incorrect: An incident template forms the basis of an incident in Service Manager.
C.
Incorrect: You use change management workflows to automate change management processes.
D.
Correct: You use service offerings to collect together request offerings for publication on the Service Manager Self-Service Portal.
Correct answers: B and C
A.
Incorrect: The System Center 2012 R2 Service Manager Self-Service Portal can
only be hosted on SharePoint 2010, which can be deployed on Windows Server
2008 R2.
B.
Correct: The System Center 2012 R2 Service Manager Self-Service Portal can only
be hosted on SharePoint 2010, which can be deployed on Windows Server 2008
R2.
C.
Correct: The System Center 2012 R2 Service Manager Self-Service Portal can only
be hosted on SharePoint 2010.
D.
Incorrect: The System Center 2012 R2 Service Manager Self-Service Portal can
only be hosted on SharePoint 2010.
Correct answer: C
A.
Incorrect: You need to create a runbook automation activity to use the runbook
with the workflow.
B.
Incorrect: You need to create a runbook automation activity to use the runbook
with the workflow.
C.
Correct: You need to create a runbook automation activity to use the runbook
with the workflow.
D.
Incorrect: You need to create a runbook automation activity to use the runbook
with the workflow.
Correct answer: A
A.
Correct: You use the Service Manager Authoring Tool to create custom workflows
for Service Manager.
B.
Incorrect: You use the Service Manager Authoring Tool to create custom workflows for Service Manager.
C.
Incorrect: You use the Service Manager Authoring Tool to create custom workflows for Service Manager.
D.
Incorrect: You use the Service Manager Authoring Tool to create custom workflows for Service Manager.
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5.
Correct answers: A and C
A.
Correct: You need to deploy the VMM Management Console on the Orchestrator
server and install the VMM integration pack on the Orchestrator server prior to
configuring a connection between the Orchestrator server and a VMM server.
B.
Incorrect: You need to deploy the VMM Management Console on the Orchestrator server and install the VMM integration pack on the Orchestrator server prior to
configuring a connection between the Orchestrator server and a VMM server.
C.
Correct: You need to deploy the VMM Management Console on the Orchestrator
server and install the VMM integration pack on the Orchestrator server prior to
configuring a connection between the Orchestrator server and a VMM server.
D.
Incorrect: You need to deploy the VMM Management Console on the Orchestrator server and install the VMM integration pack on the Orchestrator server prior to
configuring a connection between the Orchestrator server and a VMM server.
Answers
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Index
A
AcceptEndUserLicenseAgreement=1 option 85
account credentials 71, 77–80
Account Type page of Create UNIX/Linux Run As
Account Wizard 76
ACS (Audit Collection Services) 220–225
ACS collectors 222
ACS database 223
ACS forwarders 220–222
ACTIONSDOMAIN=DomainName option 84
ACTIONSPASSWORD=Password option 84
ACTIONS_USE_COMPUTER_ACCOUNT={0|1} option 84
ACTIONSUSER=UserName option 84
Active Alerts node 180–182
activities, creating runbooks with 4
Activities tab of New Incident dialog box 8
activity management workflows, configuring 19, 25–27
Add Alert Resolution State dialog box 186
Add Alert Routing Rule dialog box 10
Add A Run As Account dialog box 191
Add Class dialog box 158
Add Computer Group dialog box 328
Add Configuration dialog box 54
Add Configuration Items dialog box 318
Add Disks To Storage Pool dialog box 367
Add Groups Or Objects dialog box 167
Add Monitoring Wizard
Application Performance Monitoring 134–138
OLE DB data source template 120–122
web application availability 125–128
Add Object dialog box 158
Add Operations Manager Wizard 230
addresses for notification subscribers 196–198
Add Rule dialog box 333
AD DS (Active Directory Domain Services)
automatic agent assignment 85–89
deploying Operations Manager agents 69–71
manual agent installation 81–84
Add Service Levels dialog box 154
Add SMTP Server dialog box 193
Add Updates To Baseline dialog box 354
Add Windows Server Update Services Server
dialog box 350
Administration workspace of Service Manager
console 248–250
Administrator Account page of Computer And Device
Management Wizard 70
Advanced Delivery dialog box 275
Advanced Settings page of Add Monitoring Wizard 136
Advisor web service 322
Agent Assignment And Failover Wizard 87–90
Agent Failover page of Agent Assignment And Failover
Wizard 90
Agentless vs. Agent management 71
Agent Managed node of Operations Manager
console 74
Agent Management Task Status dialog box 73
Agent Properties dialog box 217
agents, DPM (Data Protection Manager),
deploying 364–366
agents, Operations Manager
authorizing 91
deploying 68–89
including in deployment image 69, 85
location of files 82
management packs and 102
synthetic transactions and 118–127
alert connectors for Service Manager 9–13
Alert Logging Latency reports 156
Alert Properties dialog box 182–184
Alert Resolution States dialog box 186–188
alert routing rules 10–13
alerts
Application Advisor 236–239
automatic resolution of 187
389
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Alerts reports
closing 184–187
configuring notifications 189–202
email notification channels 193–195
generated by System Center Advisor 321
Health Explorer 213, 218
heartbeat alerts 214–218
Java applications 238
managing 180–189
.NET applications 235–238
notification action accounts 189–191
notification subscribers 195–198
notification subscriptions 199–203
resolution states for 185–187
rules vs. monitors 181
subscribing to notifications 203
suppression of 181
Alerts reports 156
Alert widget 165
APM (Application Performance Monitoring) 133–138
App Controller, self-service with VMM and 48–52
Application Advisor 236–239
application configuration items 313
Application Diagnostics console 235
application health, monitoring 235–239
Application Performance Monitoring (APM) 133–138
application profiles, creating 295–297
application SLOs (service level objectives) 146–149
Apply Pending Service Update activity 56
Apply Template dialog box 269
Apply Template page of Configure Workflows For
Objects Of Class Change Request dialog box 24
approval rules, automatic 333–335
“approvals only” WSUS server, configuring 328
Approve Updates dialog box 332
approving WSUS updates 331–334
ASP.NET applications, monitoring with APM (Application
Performance Monitoring) 133
Assets And Compliance workspace of Configuration
Manager 314
Assignment Scope page of Update Baseline
Wizard 353–356
Audit Collection Services (ACS) 220–225
Audit Collection Services Collector Setup Wizard 223
authorizing Operations Manager agents 91
Auto-Approve New Manually Installed Agents option 92
automatic alert resolution 187
automatic approval rules 333–335
Automatic Approvals dialog box 333
automatic assignment of Operations Manager
agent 69, 85–89
authorizing agents 91
automating incident remediation 6–18
automating runbooks 2–7, 46–48
Auto Or Advanced page of Computer And Device
Management Wizard 70
Auto-Resolve Alert parameter 181
Availability - Operations Manager - Report
dialog box 157
Availability reports 156–161
Availability Tracker hyperlink 160
Azure Online Backup, integrating with DPM 376–383
B
backup snapshots 374
Backup Vault page of the Register Server Wizard 379
backup vaults 377
bandwidth throttling settings, specifying 379
baselines, configuration 313, 317–319
baselines, update 353–357
browsing registry tree 315
C
calendar items in Service Manager, creating 249
catalog item groups 41–43
certificates, creating with makecert.exe utility 377–379
change management workflows, configuring 19, 22–24
Change Request Template form 20
change request templates, creating 19–22
Choose Watcher Nodes page of Add Monitoring
Wizard 119
choosing languages for downloading updates 326
choosing products for updating 326
choosing update classifications to synchronize 327
CI (configuration item) connector for Service
Manager 9–13
classification of updates to synchronize, choosing 327
Classifications page of the Create Site System Server
Wizard 340
Client-Side Configuration page of Add Monitoring
Wizard 137
client-side monitoring using APM (Application
Performance Monitoring) 133
cloud-based service, System Center Advisor 321–323
Cloud Capability Profiles, using with hardware
profiles 288
390
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Creating Software Update Group dialog box
Cloud Health dashboard 227
cloud resources, managing 287–306
Collection Rule SLOs (service level objectives) 148
collections, Configuration Manager 341–345
Column Layout template for dashboards 164
Completion Time predefined metric 250
compliance programs, exception types for 312
Compliance Properties dialog box 357
compliance rules, editing 315–317
compliance settings, understanding 313–322
compliance status of computers 356–358
Compliant status of updates 356
compliant vs. non-compliant computers 353
component groups and distributed
applications 139–143
Computer And Device Management
Wizard 69–73, 80, 93–97
Computer Detailed Status report 335
computer groups, creating, in WSUS 328
Computer Status Summary report 335
Computer Tabular Status For Approved
Updates report 335
Computer Tabular Status report 335
configuration baselines 313, 317–319
Configuration Changes reports 156
configuration item (CI) connector for
Service Manager 9–13
configuration items 313–317
remediation of 320
Configuration Manager
Assets And Compliance workspace 314
collections 341–345
integrating WSUS with 336–348
site server, used by System Center Process Pack
for IT GRC 312
software update groups, deploying to 341–345
software update points, deploying 336–341
software updates, deploying to clients 345–348
Configure Hardware page for virtual machines 300
Configure Operating System page for virtual
machines 301
Configure Prompts page of Create Request Offering
Wizard 37
Configure Service Deployment activity 56
Configure Workflows dialog box 23, 26
Configure Workflows For Objects Of Class Change
Request dialog box 23
Connection configuration dialog box 14
connection health of device, monitoring 99
Connection page of Orchestrator Connector Wizard 44
Connection page of Virtual Machine Manager
Connector Wizard 53
Connections tab of SC 2012 Operations Manager
dialog box 13
Connection String page of Add Monitoring Wizard 121
connector between Service Manager and Orchestrator,
configuring 43
Consistency Check Options page of the Create New
Protection Group Wizard 373
control activities 312
control activity scope exceptions 313
control objectives 312
Create A Distributed Application dialog box 141
Create Alert, Operations Manager activity 15
Create A Queue Wizard 254
Create Catalog Items Group Wizard 41–43
Create Change With Template, Service Manager
activity 17
Create Checkpoint activity 56
Create Configuration Baseline dialog box 317
Create Configuration Item Wizard 314–317
Create/Edit Calendar dialog box 249
Create/Edit Metric dialog box 251–254
Create E-Mail Notification Subscription Wizard 259–261
Create Exemption dialog box 358
Create Group Wizard 150–152
Create Incident With Template, Service Manager
activity 18
Create Network Adapter activity 56
Create New Component Group dialog box 142
Create New Disk activity 56
Create New Disk From VHD activity 56
Create New Protection Group Wizard 368–372
Create Object, Service Manager activity 17
Create Recovery Point activity 384
Create Recovery Point dialog box 382
Create Related Object, Service Manager activity 18
Create Relationship, Service Manager activity 18
Create Request Offering Wizard 35–39
Create Run As Account Wizard 189
Create Service Level Objective Wizard 256–258
Create Service Offering Wizard 39
Create Service Template item 303
Create Setting dialog box 315
Create Site System Server Wizard 337–342
Create Software Update Group dialog box 342
391
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Create Template dialog box
Create Template dialog box 20, 46, 278
Create UNIX/Linux Run As Account Wizard 76–78
Create User Role activity 56
Create User Role Wizard 49–52
Create VM From Template activity 56
Create VM From VHD activity 56
Create VM From VM activity 56
Create VM Template Wizard 299–302
Create Workflow Wizard 31
credentials, account 71, 77–80
integrating Operations Manager and VMM (Virtual
Machine Manager) 230
Criteria page of New Dashboard and Widget Wizard 171
Custom Configuration reports 156
Custom Event reports 156
custom workflows, creating 30–32
D
dashboards 164–171
for Global Service Monitor 132
for monitoring network devices 101, 204
for monitoring virtualization layer 226–228, 231
widgets for 165–169
datacenter process automation, configuring 1–66
Data Protection Manager (DPM) 363–382
agents, deploying 364–367
Microsoft Azure Online Backup, integrating
with 376–383
Orchestrator runbooks, creating 383
protection groups 368–374, 381–383
recovering data 374
storage pools 366
data recovery, using DPM (Data Protection
Manager) 374
Default Incident Template 7
Delete Relationship, Service Manager activity 18
Delivery Settings page of Subscribe To A Report
Wizard 161
dependencies of management packs 103, 108
Deploy Configuration Baselines dialog box 319
Deployment Package page of the Deploy Software
Updates Wizard 348
Deployment Package page of the Download Software
Updates Wizard 342
Deployment Settings page of the Deploy Software
Updates Wizard 347
Deploy Service activity 56
Deploy Software Updates Wizard 346–349
Desired Configuration Management. See compliance
settings
Desired State Configuration (DSC) 321
Detailed Dashboard for Global Service Monitor 132
Detailed Information page of Create Service Offering
Wizard 40
Details widget 165
Devices page of Computer And Device Management
Wizard 96
diagram view of virtualization fabric 233
discovering network devices 93–99
Discovery Criteria dialog box 80
Discovery Methods page of Computer And Device
Management Wizard 95
Discovery Results page of Computer And Device
Management Wizard 71
Discovery Type page of Computer And Device
Management Wizard 93
Discovery Wizard 68
creating network discovery rules 93
deploying UNIX/Linux agents using 75–80
deploying Windows agents using 69–74
Distributed Application Designer 139–144
distributed application models, creating 138–143
Distribution Settings page of the Download Software
Updates WIzard 343
Domain page of Agent Assignment And Failover
Wizard 88
domain/workgroup settings for guest OS profiles,
specifying 294
Download Location page of the Download Software
Updates Wizard 344
Download Management Packs dialog box 106
Download Settings page of the Deploy Software Updates
Wizard 347
Download Software Updates Wizard 342–345
DPM (Data Protection Manager) 363–382
agents, deploying 364–367
Microsoft Azure Online Backup, integrating
with 376–383
Orchestrator runbooks, creating 383
protection groups 368–374, 381–383
recovering data 374
storage pools 366
dpmra.exe (protection agent) 364
DSC (Desired State Configuration) 321
Dynamic Access Control and Audit Collection
Services (ACS) 224
392
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gray agents
Dynamic Members page of Create Catalog Items Group
Wizard 42
firmware setting for virtual machine
hardware profiles 291
E
G
elevating account privileges 75–77
email incidents, configuring 274–277
email incident templates 278
email notification channels 193–195
E-Mail Notification Channel Wizard 193–195
Enable Audit Collection task 220–222
Enable Client-Side Monitoring page of Add Monitoring
Wizard 138
Enable client-Side Targeting policy 330
Encryption Setting page of the Register Server
Wizard 380
End Date, choosing, when creating metrics 250–252
end-to-end monitoring
configuring 110–144
creating reports and dashboards 145–169
deploying 67–105
Enter URLs To Be Monitored page of Add Monitoring
Wizard 126
Error status of updates 356
Escalate Or Transfer dialog box 273
escalating SLO incidents 262
Event Analysis reports 156
event log information, using Audit Collection Services
(ACS) with 220–225
exception types for compliance programs 312
Exchange Server and email incidents 274–277
Excluded Members page of Create Catalog Items Group
Wizard 42
Exclusion Criteria page of Agent Assignment And
Failover Wizard 89
exempting computers from updates 357
Explicit Discovery method 95
exporting management packs 118
Export-SCOMManagementPack Windows PowerShell
cmdlet 118
General page of Create Catalog Items Group Wizard 41
General Properties page of Computer And Device
Management Wizard 94
Generation 1 virtual machines, creating hardware
profiles for 287–290
Generic Incident Request Catalog Items Group 41
Generic Incident Request Template 7
Generic Report Library 155
Get Activity, Service Manager activity 18
Get Alert, Operations Manager activity 15
Get Checkpoint activity 56
Get Cloud activity 56
Get Data Source activity 384
Get DPM Server Capacity activity 384
Get Monitor, Operations Manager activity 15
Get Network Adapter activity 56
Get Object, Service Manager activity 18
Get Recovery Point activity 384
Get Relationship, Service Manager activity 18
Get-SCOMManagementGroup Windows PowerShell
cmdlet 86
Get Service activity 56
Get Service Configuration activity 56
Get Service Template activity 56
Get Tier activity 57
Get User Role activity 57
Get User Role Quota activity 57
Get VM activity 57
Get VM Host activity 57
Get VM Network activity 57
Get VM Subnet activity 57
Global Agent Settings dialog box 215
Global Management Group Settings - Alerts
dialog box 188
Global Management Server Settings - Heartbeat
dialog box 216
Global Management Server Settings - Security
dialog box 92
Global Operators Group 41
Global Service Monitor 131–133
governance, risk management, and
compliance (GRC) 312
gray agents 209–211
F
Fabric Health Dashboard 231
Fabric Monitoring Diagram view 233
Fabric workspace of VMM console 350, 352, 356
Failed To Connect To Computer alert 214
favorite reports, creating scheduled reports
from 161–163
393
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governance, risk management, and compliance (GRC)
GRC (governance, risk management, and
compliance) 312
green (healthy) health state 180
Grid Layout template for dashboards 164
Group Policy settings, configuring
computers using 329–331
group SLOs (service level objectives) 150–152
guest operating system profiles, creating 291–295
H
Hardware Issue Incident Template 7
hardware profiles for virtual machines, creating 287–291
Health Explorer 218
checking, before closing alerts 185
Health Explorer for Global Service Monitor 133
Health reports 156
Health Service Heartbeat Failure alert 214–217
health state of monitored items 180
gray agents 209–211
Java applications 238
.NET applications 235–238
virtualization layer 227–233
heartbeat alerts 214–218
High Priority Incident Template 7
History tab of New Incident dialog box 9
host groups, assigning update baselines to 354–357
HSRP group health of device, monitoring 99
Hyper-V cluster nodes, applying updates to 360
I
importing management packs 104–106
Import Management Packs dialog box 106
incident and service request lifecycle 248
Incident form, configuring settings for 270
Incident KPI Trend report 262
Incident Management node of Work Items
workspace 257
Incident Resolution report 263
incidents
automating remediation of 6–18
configuring resolution time of 267
creating, using email requests 274–277
email incident templates, creating 278
linking to problems 281–283
manually creating 269–274
metrics for, creating 251
prefix, modifying 268
priority calculation of 266
resolving 282
sending notification of 258–261
templates for 7–9
using with Self-Service Portal 33
Incident Settings dialog box 266–269, 276
Incident Template form 278
Included Members page of Create Catalog Items Group
Wizard 41
Inclusion Criteria page of Agent Assignment And Failover
Wizard 88
Instance Details widget 165
integration packs
Operations Manager 13–15
Orchestrator 2–5
Service Manager 17
VMM 54–58
IT Compliance Management Libraries 312
IT GRC policy exceptions 313
IT GRC Process Pack, implementing through System
Center suite 312
IT GRC program exceptions 313
J
Java Application Performance Monitoring (APM) 238
K
Knowledge Article dialog box 284
knowledge articles, creating 283
Knowledge Articles page of Create Request Offering
Wizard 37
L
languages, choosing, for downloading updates 326
Layout page of New Dashboard and Widget Wizard 166
library management packs 103, 108
lifecycle of incidents and service requests 248
lifecycle of management packs 111–113
Line of Business Web Application template 140
linking incidents to problems 281–283
Linux or UNIX computers, deploying agents to, using
Discovery Wizard 75–80
Linux or UNIX log file synthetic transactions 124
Linux or UNIX Process synthetic transactions 125
394
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Networking page of Create User Role Wizard
M
Maintenance Mode Settings dialog box 212
maintenance mode, using 211–213
maintenance windows, configuring 345
makecert.exe utility 377
Manage Checkpoint activity 57
management certificates, uploading to
Microsoft Azure 377–379
Management Group Configuration page 82
MANAGEMENT_GROUP=MGname option 84
management packs, Operations Manager 102–104
dependencies of 103, 108
elements of 102
exporting 118
for Java APM (Application Performance
Monitoring) 239
importing 104–106
lifecycle of 111–113
monitoring health and performance of
virtualization layer 229–231
overrides
configuring for monitors 114–116
configuring for rules 112–114
removing 107
sealed vs. unsealed 103
synthetic transactions, configuring 118–131
templates for 118–130
tuning 111, 116
MANAGEMENT_SERVER_AD_NAME =MSname
option 84
MANAGEMENT_SERVER_DNS=MSname option 84
Management Server Properties dialog box 87
manual deployment of Operations Manager
agents 69, 81–84
authorizing agents 91
on UNIX/Linux computers 75
manually approving WSUS updates 331
manually creating incidents 269–274
manually synchronizing software update points 341
Map Prompts page of Create Request Offering
Wizard 37
Members page of Create User Role Wizard 49
memory setting for virtual machine
hardware profiles 289
memory utilization of device, monitoring 100
Messaging distributed application template 140
metrics in Service Manager, creating 250–253
Microsoft Azure Online Backup, integrating
with DPM 376–383
Microsoft Monitoring Agent Setup 83
Microsoft System Center APM Web IIS 8
management pack 133
Microsoft System Center Marketplace 105
Microsoft Update, WSUS server synchronizing with 325
Microsoft.Windows.Client.NetworkDiscovery
management pack 100
Microsoft Windows Server 2012 IIS 8
management pack 133
Microsoft.Windows.Server.NetworkDiscovery
management pack 100
MOF (Managed Object Format) files, created by DSC
(Desired State Configuration) 321
MOMADADMIN.exe command 86
MOMAgent.msi Setup Wizard 82–84
Monitor Alert, Operations Manager activity 15
Monitoring Run As Account 75
Monitoring Type page of Add Monitoring
Wizard 120, 125, 134
Monitor Object, Service Manager activity 18
Monitors node of Authoring workspace of Operations
Manager console 114
Monitor State, Operations Manager activity 15
Monitor State SLOs (service level objectives) 148, 152
Most Common Alerts reports 156
Most Common Events reports 156
Move VM activity 57
msdpm.exe (DPM service) 364
Msiexec.exe command 84
N
.NET 3-Tier Application template 140
.NET Application Performance Monitoring
Template 133–138
.NET applications, monitoring 235–238
network adapter setting for virtual machine hardware
profiles 290
network devices
analyzing 204–206
discovering 93–99
monitoring 99–101, 179–202
Networking Issue Incident Template 7
Networking page of Create User Role Wizard 51
Network Interface Dashboard 101
Network Interface Dashboard view 205
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Network Monitoring node
Network Monitoring node 100, 204
Network Node Dashboard 101
Network Node Dashboard view 205
Network Summary Dashboard 101
Network Summary Dashboard view 205
Network Vicinity Dashboard 101
Network Vicinity Dashboard view 206
New Application Profile dialog box 295–297
New Dashboard and Widget WIzard 164–169
New Guest OS Profile dialog box 292–295
New Hardware Profile dialog box 287–291
New Incident dialog box 8
New Service Template dialog box 303
New SQL Server Profile dialog box 297
Non Compliant status of updates 356, 359
non-compliant vs. compliant computers 353
Notification Account Run As Profile 189–192
notification action accounts 189–191
notification of incidents, sending 258–261
notification subscribers 195–198
Notification Subscriber Wizard 195–198
notification subscriptions 199–203
Notification Subscription Wizard 201–205
not monitored status 209–211
O
Objects By Performance widget 165
Object Search dialog box, configuring APM (Application
Performance Monitoring) 135
Object Selection dialog box 150
Object To Track page of Service Level Tracking
Wizard 146
offline VMM virtual machines, updating 360
OLAs (operating level agreements), monitoring
performance of 146–151
OLE DB Data Source Wizard 120–122
online protection options 381–383
operating level agreements (OLAs), monitoring
performance of 146–151
operating system compatibility for application profiles,
selecting 296
operating system configuration items 313
operating system for guest OS profiles, specifying 292
Operations Manager
agents
authorizing 91
deploying 67–88
including in deployment image 69, 85
location of files 82
management packs and 102
synthetic transactions and 118–127
alert connector for Service Manager 9–13
alerts
Application Advisor 236–239
automatic resolution of 187
closing 184–187
configuring notifications 189–202
email notification channels 193–195
Health Explorer 185, 218
heartbeat alerts 214–218
Java applications 238
managing 180–189
.NET applications 235–238
notification action accounts 189–191
notification subscribers 195–198
notification subscriptions 199–203
resolution states for 185–187
rules vs. monitors 181
subscribing to notifications 203
suppression of 181
and APM (Application Performance
Monitoring) 133–138
Audit Collection Services (ACS) 220–225
dashboards 164–171
for monitoring network devices 101
widgets for 165–169
discovering network devices 93–99
distributed application models 138–143
integrating Orchestrator with 13–15
integrating with VMM (Virtual Machine
Manager) 227–231
maintenance mode, using 211–213
management packs 102–104
dependencies of 103, 108
elements of 102
exporting 118
importing 104–106
lifecycle of 111–113
overrides, configuring for monitors 114–116
overrides, configuring for rules 112–114
removing 107
sealed vs. unsealed 103
synthetic transactions, configuring 118–131
templates for 118–130
tuning 111, 116
monitoring network devices 99–101
reports 155–163
resource pools 80, 94, 100
service level tracking 146–153
System Center Process Pack for IT GRC and 312
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remediation
Operations Manager Administrators - User Role
Properties dialog box 85
Operations Manager Alert Connector Wizard 11
Operations Manager APM Web IIS 7 management
pack 133
Orchestrator 2–4
connecting Service Manager to 43–46
connecting to Service Manager 16–19
Operations Manager, integrating with 13–15
runbooks 3–7
automatic incident remediation 18
creating DPM automation 383
performing tasks in VMM 52–58
synchronized 44–46
using with Operations Manager 13–15
using with Service Master 46–48
self-service with VMM, Service Manager, and 52–58
vs. Windows PowerShell 2
Orchestrator Connector Wizard 43–45
Orchestrator Deployment Manager 2–4
outside-in monitoring
Global Service Monitor 131–133
synthetic transactions and 118–131
Override Properties dialog box 113–115
Overrides reports 156
Override Task Parameters dialog box 221
overriding monitors in management packs 114–116
overriding rules in management packs 112–114
overriding the Auto-Resolve Alert parameter 181
P
Parameters page of Subscribe To A Report Wizard 163
passphrase for encrypting backed up data 380
Pending Reboot status of updates 356
Performance Data page of Add Monitoring Wizard 123
Performance Detail reports 157
Performance reports 156
Performance Top Instances reports 157
Performance Top Objects reports 157
performance view of virtualization layer 228
Performance widget 165
Permissions page of Create User Role Wizard 52
Port/Interface of device, monitoring 100
PowerShell, Windows
triggering scripts 57
vs. Orchestrator 2
prefix settings for incidents 268
Printing Issue Incident Template 7
priority calculation of incidents 266
privileges, elevating 75–77
Problem form 280
problem records, creating 280
problems and incidents in Service
Manager 265, 279–283
process monitoring synthetic transactions 122
processor utilization of device, monitoring 100
products, choosing, for updates 326
Profile page of Create User Role Wizard 49
prompt types for request offerings 36
Properties section of Add Configuration dialog box 54
Protect Data Source activity 384
Protection Agent Installation Wizard 364–366
protection groups, DPM (Data Protection
Manager) 368–374, 381–383
Publish page of Create Request Offering Wizard 38
Q
Query Performance page of Add Monitoring Wizard 121
queues in Service Manager, creating 254–256, 256
Quotas page of Create User Role Wizard 50
R
recovering data with DPM (Data Protection
Manager) 374
recovering from Microsoft Azure backup 383
Recover Sharepoint activity 384
Recover SQL activity 384
Recover VM activity 384
recovery point objective (RPO) 363
recovery time objective (RTO) 363
Recovery workspace of DPM console 375
Recursive Discovery method 95, 98
red (critical) health state 180
Register Server Wizard 379–382
registry tree, browsing 315
Reject New Manual Agent Installations option 91
Related Items tab of New Incident dialog box 8
Related Services page of Create Service Offering
Wizard 40
relating incidents to problems 281–283
remediation
applying updates to computers 359
of configuration items 320
of incidents, automating 6–18
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Remove User Role activity
Remove User Role activity 57
Remove VM activity 57
Repair VM activity 57
Repeat Count column in Active Alerts view 182
replica WSUS servers, configuring 325
Reporting workspace of Service Manager console 262
reports for analyzing SLA performance 262
reports, Operations Manager 155–163
reports provided by WSUS server 335
Request Offering page of Create Service Offering
Wizard 40
request offerings 35–39
resolution states for alerts 185–187
Resolution tab of New Incident dialog box 8
resolution time of incidents, configuring 267
Resolution Time predefined metric 250
Resolve dialog box 272
resolving problems and related incidents 282
resource blocks, Windows PowerShell 321
resource pools 80, 94, 100
Resources page of Create User Role Wizard 51
Resume VM activity 57
Review Disk Allocation page of the Create New
Protection Group Wizard 371
Review New Manual Agent Installations In Pending
Management View option 92
roles and role services for guest OS profiles, specifying
293
routing rules for alerts 10–13
RPO (recovery point objective) 363
RTO (recovery time objective) 363
rules, network discovery 93–96
Rules node in Authoring workspace of Operations
Manager console 112
Run As Account
configuring alert notifications 189–191
deploying agents to UNIX/Linux computers 75–78
discovering network devices 93–96
Run As Account Properties dialog box 190
Run As Accounts page of Run As Profile Wizard 79
Run As Profile Wizard 79, 191
Runbook Activity Template 47
runbook automation, implementing 2–7, 46–48
Runbook Designer 2–7
integrating Orchestrator with Operations and Service
Managers 13–16
runbooks, Orchestrator 3–7
automatic incident remediation 18
creating DPM automation 383
creating schedules for 4–6
performing tasks in VMM 53–59
synchronized 44–46
using with Operations Manager 13–15
using with Service Manager 46–48
Run DPM PowerShell Script activity 384
Run VMM PowerShell Script activity 57
S
Save To Favorites dialog box 161
SC 2012 Operations Manager 13–15
SC 2012 Service Manager dialog box 16
SC 2012 Virtual Machine Manager 54
Scale Tier In activity 57
Scale Tier Out activity 57
Schedule Discovery page of Computer And Device
Management Wizard 98
Schedule page of Operations Manager Alert Connector
Wizard 12
Schedule page of Subscribe To A Report Wizard 162
schedules, creating for Orchestrator runbooks 4–6
scheduling reports 161–164
Scope page of Create User Role Wizard 50
script blocks, WIndows PowerShell 321
sealed management packs
importing 106
overriding rules in 112–116
vs. unsealed 103
SECURE_PORT=PortNumber option 84
security event log information, using Audit Collection
Services (ACS) with 220–225
Select A Class dialog box 25, 251, 252
Select A Dashboard Layout Or Widget template 170
Select Agent Deployment Method 364
Select A Group Or Object dialog box 170
Select An Object dialog box 147
Select A Target Class dialog box 147, 151
Select Computers page of Protection Agent Installation
Wizard 365
Select Data Protection Method page of the Create New
Protection Group Wizard 369
Select Data Protection Method page of the Register
Server Wizard 381
Select Group Members page of the Create New
Protection Group Wizard 369
Select Management Packs from Catalog dialog box 105
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Software Library workspace of the Configuration Manager console
Select Objects dialog box 272, 281
Select Related Recipient dialog box 261
Select VM Template Source dialog box 299
self-service deployment, configuring 58
self-service functionality, implementing 30–63
Self-Service Portal, Service Manager 29–31, 32–34
self-service VMM provisioning 48–59
self-signed certificates, creating with makecert.exe
utility 377
Server Details page of Operations Manager Alert
Connector Wizard 9
servers
heartbeat alerts 214–218
maintenance mode, using 211–213
monitoring 209–223
not monitored and gray agents 209–211
Server-Side Configuration page of Add Monitoring
Wizard 135
server-side monitoring using APM (Application
Performance Monitoring) 133–138
Service Catalog node of Service Manager console 34
Service KPI Trend report 263
service level agreements (SLAs)
reports for analyzing 262
viewing incidents 257
service level agreements (SLAs), monitoring
performance of 146–151
Service Level Criteria page 257
Service Level Dashboard template 164
service level management, implementing 247–262
Service Level Objective (Collection Rule) dialog box 149
Service Level Objective (Monitor State)
dialog box 148, 152
service level objectives (SLOs) 146–153
creating 255–258
escalating incidents 262
Service Level tab of New Incident dialog box 9
service level tracking 146–153
service level tracking reports 153–155
Service Level Tracking Summary Report dialog box 154
Service Level Tracking Wizard 146–148
service management automation runbook, updating
offline VMs with 360
Service Manager
calendar items, creating 249
catalog item groups 41–43
connecting Orchestrator to 16–19
connecting to Orchestrator 43–46
implementing service level management 247–262
incidents
automatically creating 9–13
manually creating 7–10
knowledge articles, creating 283
linking incidents to problems 281–283
metrics, creating 250–253
notifications, sending 258–261
Orchestrator runbooks and 46–48
problems and incidents 265, 279–283
queues, creating 254–256, 256
reports for analyzing SLA performance 262
request offerings 35–39
resolving problems and related incidents 282
Self-Service Portal and 29–31, 32–34
self-service with VMM, Orchestrator, and 52–58
service catalog 34
service offerings 38–41
SLOs (service level objectives)
creating 255–258
escalating incidents 262
System Center Process Pack for IT GRC and 312
Service Manager Authoring Tool 30–32
Service Manager data warehouse, used by System Center
Process Pack for IT GRC 312
service offerings 38–41
service requests, creating metrics for 252
service templates, creating 303
Set Pending Service Update activity 57
SharePoint 2010 vs. SharePoint 2013 32–34
SharePoint, displaying dashboards in 164, 173
Show Gray Agent Connectivity Data task 210
Shut Down VM activity 57
SLAs (service level agreements)
reports for analyzing 262
viewing incidents 257
SLAs (service level agreements), monitoring
performance of 146–151
SLOs (service level objectives) 146–153
creating 255–258
escalating incidents 262
SMS_WSUS_SYNC_MANAGER component 341
SMTP server feature, installing 274–277
SNMP (Simple Network Management Protocol) and
discovering network devices 93–98
Software Issue Incident Template 7
Software Library workspace of the Configuration
Manager console 342
software update groups, deploying to Configuration
Manager 341–345
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Software Update Point page of the Create Site System
Software Update Point page of the Create Site System
Server Wizard 338
software update points, deploying 336–341
software updates configuration items 314
software updates, deploying to Configuration Manager
clients 345–348
Specify Criteria page of Configure Workflows For Objects
Of Class Change Request dialog box 23
Specify Intranet Microsoft Update Service Location
policy 330
Specify Online Protection Goals page of the Register
Server Wizard 382
Specify Recovery Options page of the Recovery
Wizard 375
Specify Short Term Goals page of the Create New
Protection Group Wizard 370
SQL Server and Audit Collection Services (ACS) 220–225
SQL Server Core Library management pack 108
SQL Server profiles, configuring 297
SQL Server Reporting Services 155, 161
SQL Server, System Center Management
Pack for 68, 102
Start Date, choosing, when creating metrics 250–252
Start-DscConfiguration cmdlet 321
Start Maintenance Mode, Operations Manager
activity 15
Start-SCUpdateServerSynchronization Windows
PowerShell cmdlet 352
Start VM activity 57
State widget 165
Stop Maintenance Mode, Operations Manager
activity 15
Stop Service activity 57
Stop VM activity 57
storage pools, DPM (Data Protection Manager) 366
Subgroups page of Create Catalog Items Group
Wizard 42
Subscriber Address Wizard 196
Subscribe To A Report Wizard 161–163
subscribing to alert notifications 203
Summary Dashboard for Global Service Monitor 132
Summary Dashboard template 164
Summary page of Computer And Device Management
Wizard 72
Summary page of Create Request Offering Wizard 38
Supported Platforms page of Create Configuration Item
Wizard 315
suppressing alerts 181
Suspend VM activity 57
su/sudo commands 75
Synchronization Results report 335
Synchronization Source page of the Create Site System
Server Wizard 339
synchronization using VMM, triggering 352
synchronized runbooks 44–46
synchronizing WSUS server with Microsoft Update 325
synthetic transactions 118–131
OLE DB data source 120–122
process monitoring 122
TCP Port-based 123
UNIX or Linux log file 124
UNIX or Linux Process 125
web application availability 125–128
web application transaction monitor 128–130
Windows Service 130
System Center 2012 R2 Orchestrator. See Orchestrator
System Center 2012 - Service Manager Authoring
Tool 30
System Center Advisor 321–323
System Center App Controller 48–52
System Center Global Service Monitor 131–133
System Center Management Pack for SQL Server 68, 102
System Center Marketplace 105
System Center Process Pack for IT GRC, implementing
312
System Center Virtual Machine Manager 33, 54
System Role Selection page of the Create Site System
Server Wizard 337
T
Target and Port page of Add Monitoring Wizard 124
TCP Port-based synthetic transactions 123
templates
change request 19–22
email incident templates 278
for APM (Application Performance Monitoring) 133
for common incident profiles 269
for dashboards 164, 170
for distributed application models 140–143
for email notifications 260
for incidents 7–9
for management packs 118–130
for virtual machines 299–302
service templates 303
Test Visualization Dashboard for Global Service
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monitoring the virtualization layer
Monitor 133
Throttling Setting page of the Register Server
Wizard 379
time metrics in Service Manager, creating 250–253
Trigger Condition page of Create Workflow Wizard 31
trouble tickets 7
tuning management packs 111, 116
U
UNIX or Linux computers, deploying agents to, using
Discovery Wizard 75–80
UNIX or Linux log file synthetic transactions 124
UNIX or Linux Process synthetic transactions 125
Unknown status of updates 356
Update Activity, Service Manager activity 18
Update Alert, Operations Manager activity 15
update baselines 353–357
Update Baseline Wizard 353–355
Update Catalog Node in Library workspace of VMM
console 352
update compliance of computers 356–358
update deployment, verifying 334–336
Update Detailed Status report 335
Update Disk activity 57
Update Network Adapter activity 58
Update Object, Service Manager activity 18
Update Remediation dialog box 360
Update Server Node in Fabric workspace of VMM
console 350
Update Services node of WSUS console 332
Updates page of the Update Baseline Wizard 355
Update Status Summary report 335
Update Tabular Status For Approved Updates report 335
Update Tabular Status report 335
Update User Role Property activity 58
Update User Role Quota activity 58
Update VM activity 58
updating offline VMM virtual machines 360
Upload Attachment, Service Manager activity 18
USE_MANUALLY_SPECIFIED_SETTINGS={0|1} option 84
User Prompts page of Create Request Offering
Wizard 36
USE_SETTINGS_FROM_AD={0|1} option 84
V
vaults, backup 377, 379
verifying update deployment 334–336
video adapter setting for virtual machine hardware
profiles 289
View And Validate Tests page of Add Monitoring
Wizard 127
virtualization layer, monitoring 226–233
virtual machine hardware profiles, creating 287–291
Virtual Machine Health dashboard 228
Virtual Machine Manager 2012 SP1 and App
Controller 48, 59
Virtual Machine Manager Connector Wizard 53
Virtual Machine Manager Service Template
Designer 303
Virtual Machine Manager (VMM) 48–59
compliance status of computers, checking 356–358
configuring WSUS (Windows Server Update Services)
with 350–352
connecting to Orchestrator 54
integrating with Operations Manager 227–231
integrating WSUS (Windows Server Update Services)
with 349–359
monitoring the virtualization layer 226–233
offline virtual machines, updating 360
self-service with Service, Orchestrator, and 52–58
triggering synchronization with 352
update baselines 353–357
update remediation 359
Virtual Machine Performance view 229
Virtual Machine Servicing Tool (VMST) 360
virtual machine templates, configuring 299–302
visudo command 76
VLAN health of device, monitoring 99
VMM (Virtual Machine Manager) 48–59
application profiles, creating 295–297
cloud resources, managing 287–306
compliance status of computers, checking 356–358
configuring WSUS (Windows Server Update Services)
with 350–352
connecting to Orchestrator 54
guest operating system profiles, creating 291–295
hardware profiles, creating 287–291
integrating with Operations Manager 227–231
integrating WSUS (Windows Server Update Services)
with 349–359
monitoring the virtualization layer 226–233
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VMST (Virtual Machine Servicing Tool)
offline virtual machines, updating 360
self-service with Service, Orchestrator, and 52–58
SQL Server profiles, configuring 297
triggering synchronization with 352
update baselines 353–357
update remediation 359
virtual machine templates, configuring 299–302
VMST (Virtual Machine Servicing Tool) 360
VM Template Identity page 299
W
warning state notifications 258
watcher nodes, performing synthetic transactions
118–131
WCF (Windows Communication Foundation)
applications, monitoring with APM 133
web application availability synthetic
transactions 125–128
Web Application Editor - Browsing Session
dialog box 129
web application transaction synthetic monitor 128–130
Web Console URL page of Orchestrator Connector
Wizard 44
What To Monitor page of Add Monitoring Wizard 135
Where To Monitor From page of Add Monitoring
Wizard 127
widgets, adding to dashboards 165–169
Windows Azure Backup Agent Setup Wizard 378
Windows Azure Pack for Windows Server, self-service
with 59
Windows Communication Foundation (WCF)
applications, monitoring with APM 133
Windows computers, deploying agents to, using
Discovery Wizard 69–74
Windows Computers node 211–213
Windows PowerShell
triggering scripts 57
vs. Orchestrator 2
Windows PowerShell 4.0 and Desired State Configuration
(DSC) 321
Windows Server 2008 IIS 7.0 management pack 133
Windows Server Update Services (WSUS)
"approvals only" WSUS server, configuring 328
approving updates 331–334
computer groups, creating 328
configuring with VMM (VIrtual Machine
Manager) 350–352
Group Policy settings 329–331
integrating with Configuration Manager 336–348
integrating with VMM (Virtual Machine
Manager) 349–359
languages, choosing, for downloading updates 326
managing updates with 324–335
products, choosing, for updates 326
replica servers, configuring 325
reports provided by 335
software update points, deploying with Configuration
Manager 336–341
synchronizing with Microsoft Update 325
update classifications to synchronize, choosing 327
updating offline VMM virtual machines 360
verifying update deployment 334–336
Windows Service synthetic transactions 130
workflows
activity management, configuring 19, 25–27
change management, configuring 19, 22–24
custom, creating 30–32
implementing 1–27
Work Items workspace of Service Manager
console 257, 271
WSUS Configuration Wizard 350
WSUS Server Configuration Wizard 325–328
WSUS (Windows Server Update Services)
“approvals only” WSUS server, configuring 328
approving updates 331–334
computer groups, creating 328
configuring with VMM (Virtual Machine
Manager) 350–352
Group Policy settings 329–331
integrating with Configuration Manager 336–348
integrating with VMM (Virtual Machine Manager)
349–359
languages, choosing, for downloading updates 326
managing updates with 324–335
products, choosing, for updates 326
replica servers, configuring 325
reports provided by 335
software update points, deploying with Configuration
Manager 336–341
synchronizing with Microsoft Update 325
update classifications to synchronize, choosing 327
updating offline VMM virtual machines 360
verifying update deployment 334–336
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Y
yellow (warning) health state 180
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