SCSM: Call escalation with a little Orchestrator magic

We were recently approached to provide a call logging and management solution to a business division that has absolutely nothing to do with IT. Of course, we decided that ServiceManager is the best fit – even though we are still busy defining other processed before we get to incident management. The requirement was simple: provide …

SCSM2012: Invalid enumeration mapping on MP import

In our environment, we have three distinct Service Manager environments: a development environment, a staging environment and a production environment. And many things in these environments need to be the same. So, to this end, we will create and configure in the dev environment, export the management packs and then import into staging and eventually …

SCSM 2012: Lessons learnt while playing with the SSP

While playing around with the Self Service Portal on SCSM 2012 this week, I learnt a couple of very important lessons. 1. Don’t add new web parts to the first page. Especially not the SSRS web part. And do not leave the web parts unconfigured. It left the portal completely non-functional, and took a fair …

SCSM: Upgrading from RC to RTM

I decided that, if this POC is really to be successful, it would probably be a good idea to upgrade the RC to RTM. I downloaded the eval version from here and dove right in. Before you begin, be sure to read the Upgrade Guide. As I am only playing in the lab right now, …

SCSM 2012: Incidents from OpsMgr Alerts and auto-assignment

Over the last couple of days I have been playing with the OpsMgr connector to get the alerts raised by OpsMgr as incidents in Service Manager. Now, while my ServiceManager environment is a POC environment, I did the unthinkable, and connected the environment to our production OpsMgr environment. I did this intentionally, as it is …

SCSM 2012 deployment tips

I’ve spent the past couple of days getting my hands really dirty with something fairly unknown to me: System Center 2012 Service Manager. Despite having attended a course on SCSM2010 last year, planning a deployment – even a POC – for the 2012 deployment I felt a little overwhelmed. Luckily there is a full library …