Service Manager 2010 Real Life Example: The coffee workflow Mike Resseler & Alexandre Verkinderen Infront Consulting Group

Alexandre Verkinderen Contact Details LinkedIn: Service Manager 2010 Unleashed RTM soon!

Mike Resseler Contact Details: LinkedIn:

Agenda 4 Scenario Defining the Process Create the Coffee CI Create the Support Team Create the Incident Workflow Automation Create the Change Workflow Q & A

Scenario

6

Defining the Process

UtilityManagementPack UtilityManagementPack Microsoft.EnterpriseManagement.ServiceManager.UI.Console bf3856ad364e35 Microsoft.EnterpriseManagement.ServiceManager.UI.Authoring bf3856ad364e35 ServiceManager.ConfigurationManagement.Library bf3856ad364e35 System.Library bf3856ad364e35 UtilityManagementPack NotUsed Microsoft.EnterpriseManagement.UI.SdkDataAccess Microsoft.EnterpriseManagement.UI.SdkDataAccess.DataAdapters.EnterpriseManagementObjectAdapter Microsoft.EnterpriseManagement.UI.ViewFramework Microsoft.EnterpriseManagement.UI.ViewFramework.AdvancedListSupportAdapter $Context/Property[Type='System!System.ConfigItem']/ObjectStatus$ NotEqual {47101e64-237f-12c8-e3f5-ec5a665412fb} $MPElement[Name="DisplayName.5b83c10b8bf149eea6ee a6"]$ $MPElement[Name="DisplayName.dd4c5809cb3248fa8a3c0cec3c30272c"]$ $MPElement[Name="Id.53ee20a1406a e2d10c4fc"]$ $MPElement[Name="Model.a286e99f6a4c4dfa9a9fba c2"]$ $MPElement[Name="PuchaseDate.7f83dfacdd9c4562a d0ffb5d"]$ UtilityManagementPack Utility CoffeeMachines UtilityManagementPack Utility Utility base absctract class Utility ID CoffeeMachine CoffeeMachine inherits from Utility. Purchase Date Model Tea Machine This class inherits from Utility. Property_6 Coffee Models Utility Display Name Display name of the object. Display Name Display name ID Model Purchase Date CoffeeMachines Senseo

Coffee Machine Configuration Item 9 1.Create a management pack to store the model in 2.Create classes for the model 3.Add properties to the classes 4.Sealing the management pack containing the data model 5.Import the management pack into Service Manager

New Management Pack Improvements SCSM new MP XML schema 1.1 New Data Types New Schema Elements Regular Expressions Auto-Increment Type Projections Management Pack Bundles

New Table... Management Pack Deployment Column1 Column2 Column3 Column4 Column1 Column2 Column3 Column4 Views Object Template Views Information Views Information Template Information Template Information New Non-Abstract Class New Non-Abstract Class Management Pack... Information... Information New Column01 New Column02 New Column03

Creating an Input Form

DEMO Coffee Machine => Configuration Item

Coffee Service Desk

DEMO Creating the Coffee Service Desk

Incident Workflow

Customized Incident Template

Queues and groups Queues Collection of Workitems Dynamic Inclusion Criteria Groups Collection of CI’s only Dynamic Inclusion criteria Static Membership Exclude Objects and Include other Groups Role Based Security scoping Notification subscription criteria Report filtering

DEMO Creating the Incident Workflow

Monitoring the Coffee Machines

DEMO Automating the coffee machine

Change Request CR 123 – Apply Coffee Policy Manager Approval Automated Activity – Sends mail to Facility Department to change the blend Closed

Specific Change Request Template

Notifications

DEMO Creating the Change Request Workflow

Wrap-up Easy to create customized CI’s No coding required (unless you really want to ) Build specific workflows Planning is the key

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