Test Lab Guide: Demonstrate System Center Service Manager 2010 SP1

Test Lab Guide: Demonstrate System Center Service Manager 2010 SP1

Test Lab Guide: Demonstrate System Center Service Manager 2010 SP1

Microsoft Corporation

Published: March 15, 2011

Author: John Downing

Abstract

This document will help architects, consultants, system engineers, and system administrators demonstrate System Center Service Manager 2010 Service Pack 1 (SP1) in a test lab.

This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it.

Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred.

This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. You may modify this document for your internal, reference purposes.

© 2011 Microsoft Corporation. All rights reserved.

Microsoft, Active Directory, SQL Server, Windows, Windows Server, and WindowsVista are trademarks of the Microsoft group of companies.

All other trademarks are property of their respective owners.

Revision History

Release Date / Changes
March 2011 / Original release of this guide.

Contents

Introduction

Product Overview

In This Guide

Test Lab Overview

Hardware and Software Requirements

Steps for Configuring Service Manager 2010 SP1 Test Lab

Step 1: Complete the Base Configuration

How to Add the APP2 Server to the Domain

How to Install the Web Server (IIS) role and .NET Feature on APP2

How to Add Users to the Corp Domain

Step 2: Install SQL Server 2008 on APP1 and APP2

Step 3: Prepare for Service Manager 2010 SP1 Deployment

How to Download and Install the Authorization Manager Hotfix

How to Install the Microsoft Report Viewer Redistributable Security Update

Step 4: Install Service Manager 2010 SP1

How to Install the Service Manager Management Server

How to Install the Service Manager Data Warehouse

How to Install the Service Manager Console

How to Install the Service Manager Self-Service Portal

Step 5: Verify the installation

How to Validate the Installation of Service Manager Management Server 2010 SP1

Step6: Preserve the Configuration

Step 7: Configure Service Manager to import data from the Active Directory Domain

How to Create an Active Directory Connector

Step 8: Configure Incident Settings

How to Configure Incident Settings

Step 9: Configure Service Manager User Roles

How to Configure User Roles

Step 10: Incident Management

How to Create an Incident

How to Resolve an Incident

Introduction

Product Overview

System Center Service Manager 2010 Service Pack 1 (SP1), a new addition to the System Center suite of products, delivers an integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.

Service Manager provides built-in processes based on industry best practices for incident and problem resolution, change control, and asset life cycle management. Through its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager, System Center Configuration Manager, and Active Directory Domain Services.

By orchestrating and unifying this knowledge across the System Center suite, Service Manager helps IT continuously adapt to new business requirements while reducing costs, lowering time to resolution, and helping to align IT to your organization’s business.

In This Guide

This guide contains instructions for setting up a test lab based on the System Center Service Manager 2010 Service Pack 1 (SP1) Test Lab Guide and deploying Service Manager 2010 SP1 using the following resources. Once you have Service Manager 2010 SP1 installed, you will create a connector to import data from the Contoso Active Directory domain, assign user roles, and create and resolve an incident.

Step / Guide
Start by creating a Windows Server environment including Active Directory Domain Services, DNS, and DHCP. / Base Configuration Test Lab Guide (
Install SQL Server 2008 on the applications computers you created in the previous step. / SQL Server 2008 R2 Test Lab Guide (
Install System Center Service Manager 2010 Service Pack 1 (SP1) using this guide. / Service Manager Test Lab Guide (

More information about these and other test lab guides can be found on the Test Lab Guides Wiki Page (

Note

The following instructions are for configuring a Service Manager 2010 SP1 test lab using the minimum number of computers. Individual computers are needed to separate the services provided on the network and to clearly show the desired functionality. This configuration is neither designed to reflect best practices nor does it reflect a desired or recommended configuration for a production network. The configuration, including IP addresses and all other configuration parameters, is designed only to work on a separate test lab network.

Trying to adapt this Service Manager 2010 SP1 test lab configuration to a pilot or production deployment will result in configuration or functionality issues. To ensure proper configuration and operation for your pilot or production Service Manager 2010 SP1 deployment, use the information in the System Center Service Manager 2010 SP1 Planning Guide ( and System Center Service Manager 2010 SP1 Deployment Guide (

Test Lab Overview

In this lab, you will start your test environment using the Base Configuration Test Lab Guide ( The Base Configuration Test Lab Guide requires you to build an environment as shown in the following diagram.

Base Configuration

For the purposes of this Service Manager 2010 SP1 test lab guide, none of the servers on the Internet subnet are needed, however if you have already created the environment described in the Base Configuration Test Lab Guide, you can proceed with this guide. In addition, you will create a second application server for Service Manager. The test lab you create will appear as shown in the following diagram.

Service Manager 2010 SP1 Configuration

This test lab will demonstrate basic Service Manager functionality. The purpose of this test lab is to allow for the creation of a basic test lab environment that consists of Service Manager 2010 SP1. This test lab guide can be used as a building block for additional test lab guides that demonstrate increased functionality or additional features of Service Manager 2010 SP1.

Hardware and Software Requirements

The following software is required:

The product disc or files for Windows Server 2008 R2 Enterprise Edition.

The product disc or files for SQL Server 2008 R2.

The product disc or files for System Center Service Manager 2010 Service Pack 1 (SP1).

The files for the Authorization Manager Hotfix (instructions are in this guide).

The following table provides a summary of the Microsoft software that is used in this guide.

Software / Additional Information
System Center Service Manager 2010 Service Pack 1 (SP1) (trial software) / System Center Service Manager 2010 SP1 (
Authorization Manager Hotfix / Hotfix 975332, Users and applications cannot access authorization rules that are stored in Authorization Manager( For more information, see Step 3: Prepare for Service Manager 2010 SP1 Deployment in this guide.
Microsoft Report Viewer Redistributable Security Update / Hotfix 97119: During installation of a Service Manager console, the prerequisite checker checks whether the security update for Microsoft Report Viewer 2008 Service Pack 1 Redistributable Package has been installed. If you have not installed this security update, you will be able to during installation using the files included with Service Manager 2010 SP1. For more information, see Step 3: Prepare for Service Manager 2010 SP1 Deployment in this guide.

Steps for Configuring Service Manager 2010 SP1 Test Lab

There are ten steps to follow when you set up a Service Manager 2010 SP1 test lab based on the Service Manager 2010 SP1 Test Lab Guide.

Step 1: Complete the Base Configuration. The Base Configuration is the core of all Test Lab Guide scenarios. The first step is to complete the Base Configuration. For the Service Manager 2010 SP1 test lab, you do not need the Internet subnet (INET1 or EDGE1 servers). You will need to configure a second application server, APP2.

Step 2: Install SQL Server 2008 on APP1 and APP2. Use the SQL Server 2008 Test Lab Guide to install Microsoft SQL Server 2008 on both APP1 and APP2.

Step 3: Prepare for Service Manager 2010 SP1 Deployment. Perform the steps necessary to prepare for the installation of Service Manager 2010 SP1. These steps include creating service accounts used by Service Manager 2010 SP1 and the installation of an Authorization Manager Hotfix and the Microsoft Report Viewer Redistributable Security Update.

Step 4: Install Service Manager 2010 SP1. Install Service Manager 2010 SP1 on two computers, APP1 and APP2.

Step 5: Verify the installation. Verify that the Service Manager 2010 SP1 is installed and that the services are running.

Step 6: Preserve the Configuration. Preserve your test lab environment.

Step 7: Configure Service Manager to import data from the Active Directory Domain Configure Service Manager to import configuration items from the Active Directory domain.

Step 8: Configure Incident Settings Configure settings such as resolution times, priority calculations based on impact and urgency, and the number of files and their file size that can be attached to an incident.

Step 9: Configure Service Manager User Roles Configure users for specific user roles within Service Manager.

Step 10: Incident Management Create and resolve a new incident.

This guide describes how to configure the Service Manager 2010 SP1 test lab computers, how to configure Service Manager 2010 SP1, how to verify the installation, and how to preserve the configuration. The following sections provide details about how to perform these tasks.

Step 1: Complete the Base Configuration

Carry out the instructions in the Base Configuration Test Lab Guide. The Base Configuration Test Lab guide describes how to build a base configuration for a test lab environment. For information see Test Lab Guide: Base Configuration ( In the base configuration test lab guide, you will be instructed to build an environment as shown below.

Base Configuration

For the Service Manager 2010 SP1 test lab environment, you do not need the computers on the Internet subnet (INET1 and EDGE1). You will need a second application server (APP2) as shown in the following diagram.

Service Manager 2010 SP1 Base Configuration

You will need to install the Web Server (IIS) role to the APP2 computer and add some users to the domain for use with Service Manager.

How to Add the APP2 Server to the Domain

The APP2 server will host your data warehouse management server and the data warehouse databases. The APP2 configuration process consists of the following steps:

1.Install the operating system.

2.Configure TCP/IP.

3.Join the computer to the domain.

To install the operating system on APP2

1.Start the installation of Windows Server2008R2 Enterprise Edition. A Windows Server 2008 R2 Evaluation Free 180-Day Trial is available at
2.Follow the instructions to complete the installation, specifying a strong password for the local Administrator account. Log on using the local Administrator account.
3.Connect APP2 to a network that has Internet access and run Windows Update to install the latest updates for Windows Server 2008 R2.
4.Connect APP2 to the Corpnet subnet.

To configure TCP/IP properties

1.In Initial Configuration Tasks, click Configure networking.
2.In the Network Connections window, right-click Local Area Connection, and then click Properties.
3.Click Internet Protocol Version 4 (TCP/IPv4), and then click Properties.
4.Select Use the following IP address. In IP address, type 10.0.0.4. In Subnet mask, type 255.255.255.0.
5.Select Use the following DNS server addresses. In Preferred DNS server, type 10.0.0.1.
6.Click Advanced, and then click the DNS tab. In DNS suffix for this connection, type corp.contoso.com, click OK twice, and then click Close.
7.Close the Network Connections window and leave the Initial Configuration Tasks window open.
8.To check name resolution and network communication between APP2 and DC1, click Start, click All Programs, click Accessories, and then click Command Prompt.
9.In the Command Prompt window, type ping dc1.corp.contoso.com.
10.Verify that there are four replies from 10.0.0.1.
11.Close the Command Prompt window.

To join APP2 to the CORP domain

1.In Initial Configuration Tasks, click Provide Computer Name and Domain.
2.In the System Properties dialog box, on the Computer Name tab, click Change.
3.In Computer Name, type APP2. In Member of, click Domain, and then type corp.contoso.com.
4.Click OK.
5.When you are prompted for a user name and password, type User1 and its password, and then click OK.
6.When you see a dialog box welcoming you to the corp.contoso.com domain, click OK.
7.When you are prompted to restart the computer, click OK.
8.On the System Properties dialog box, click Close.
9.When you are prompted to restart the computer, click Restart Now.
10.After the computer restarts, click Switch User, click Other User and then log on to the CORP domain with the User1 account.
11.In Initial Configuration Tasks, click Do not show this window at logon, and then click Close.

How to Install the Web Server (IIS) role and .NET Feature on APP2

Before you install SQL Server 2008 on the APP2 server, you will need to install the Web Server (IIS) role and .NET Framework 3.5.

Install the Web Server (IIS) role

1.On the Windows desktop, click Start, click Administrative Tools, and then click Server Manager.
2.In the console tree of Server Manager, click Roles.
3.In the details pane, click Add Roles, and then click Next.
4.On the Select Server Roles page, select Web Server (IIS), and then click Next three times, and then click Install.
5.Verify that the installation was successful, and then click Close.

Install .NET Framework 3.5

1.In the Server Manager pane, click Features.
2.In the Features pane, click Add Features.
3.Perform the following steps in the Add Features Wizard:
a.On the Select Features page, click .NET Framework 3.5.1 Features.
b.On the Add Features Wizard page, click Add Required Role Services.
c.On the Select Features page, click Next three times.
d.On the Confirm Installation Selections page, click Install.
e.On the Installation Results page, click Close.
4.Close Server Manager.

How to Add Users to the Corp Domain

Add the following users to the corp.contoso.com domain controller.

User / Logon / Role
Jeff Ford / jford / Computer Repair Technician
Garret Young / gyoung / E-mail Administrator
Aaron Lee / alee / Accountant
Phil Gibbons / pgibbons / CEO
Kathy Jordan / kjordan / Help Desk Call Taker

To add users to the domain controller

1.Log on to the DC1 computer with the CORP\Administrator account.
2.On the Windows desktop, click Start, click Administrative Tools, and then click Active Directory Users and Computers.
3.In the Active Directory Users and Computers pane, expand corp.contoso.com, right-click Users, point to New, and then click User.
4.In the New Object – User dialog box, follow these steps:
a.In First name, type Jeff.
b.In Last name, type Ford.
c.In User logon name, type jford, and then click Next.
d.In Password and Confirm password, type a strong password.
e.Clear the User must change password at next logon check box and select the Password never expires check box, click Next, and then click Finish.
5.In the Active Directory Users and Computers pane, right-click the user Jeff Ford, and then click Copy.
6.In the Copy Object – User dialog box, follow these steps:
a.In First name, type Garret.
b.In Last name, type Young.
c.In User logon name, type gyoung, and then click Next.
d.In Password and Confirm password, type a strong password, click Next, and then click Finish.
e.Repeat steps 6a – 6d for the remaining users, Aaron Lee, Phil Gibbons, and Kathy Johnson.
7.In the Active Directory Users and Computers pane, click Close.

Step 2: Install SQL Server 2008 on APP1 and APP2

Carry out the instructions in the SQL Server Test Lab Guide. They describe how to install SQL Server 2008 R2. For more information, see the SQL Server 2008 R2 Enterprise Test Lab Guide ( The SQL Server 2008 Test Lab Guide shows you how to install SQL Server on the APP1 server. For this lab, you will need to perform the same procedure on both the APP1 and APP2 servers.

The instructions in the SQL Server test lab guide use the default collation (SQL_Latin1_General_CP1_CI_AS). Using the default collation in SQL Server will cause the following warning to appear when you install Service Manager 2010 SP1.

Multiple languages will not be not supported in Service Manager if you use the default collation (SQL_Latin1_General_CP1_CI_AS). If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. If you are not planning to support multiple languages in your test lab, you can use the default collation. If you want to test multiple languages in your Service Manager test lab, you will want to change the collation used by SQL Server. During SQL Server setup, on the Server Configuration page, click the Collation tab, and then click Customize for both the Database Engine and Analysis Services entries. For more information about multiple language support, see "Language Support for Service Manager 2010 SP1" in the System Center Service Manager 2010 SP1 Planning Guide (