Test Lab Guide: Demonstrate System Center Service Manager 2012 SP1
Microsoft Corporation
Published: January 15, 2013
Author: Aly Ghoneim
Abstract
This document will help architects, consultants, system engineers, and system administrators demonstrate System Center Service Manager 2012 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.
© 2013 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 /January 2013 / Original release of this guide.
Contents
Introduction 5
Product Overview 5
In This Guide 5
Test Lab Overview 6
Hardware and Software Requirements 7
Steps for Configuring Service Manager 2012 SP1 Test Lab 8
Step 1: Complete the Base Configuration 9
How to Add the APP2 Server to the Domain 10
How to Install the Web Server (IIS) role and .NET Feature on APP2 10
How to Add the APP3 Server to the Domain 10
How to Install the Web Server (IIS) role and .NET Feature on APP3 10
How to Add Users to the Corp Domain 11
Step 2: Install SQL Server 2012 on APP1 and APP2. Install SQL Server 2008 on APP3 11
Step 3: Prepare for Service Manager 2012 SP1 Deployment 11
How to configure SQL Server 2012 features for Service Manager 2012 SP1 11
Step 4: Install Service Manager 2012 SP1 11
How to Install the Service Manager Management Server 11
How to Install the Service Manager Data Warehouse 11
How to Install the Service Manager Console 11
How to Install SharePoint 2010 Foundation 12
How to Install the Service Manager Self-Service Portal 14
Step 5: Verify the installation 14
How to Validate the Installation of Service Manager Management Server 2012 SP1 14
Step6: Preserve the Configuration 15
Step 7: Configure Service Manager to import data from the Active Directory Domain 15
How to Create an Active Directory Connector 15
Step 8: Configure Incident Settings 15
How to Configure Incident Settings 15
Step 9: Configure Service Manager User Roles 15
How to Configure User Roles 15
Step 10: Incident Management 15
How to Create an Incident 15
How to Resolve an Incident 15
Introduction
Product Overview
System Center Service Manager 2012 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 2012 Service Pack 1 (SP1) Test Lab Guide and deploying Service Manager 2012 SP1 using the following resources. Once you have Service Manager 2012 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 (http://go.microsoft.com/fwlink/p/?LinkId=236358)
Install SQL Server 2012 on the applications computers you created in the previous step. / SQL Server 2012 Test Lab Guide
Install System Center Service Manager 2012 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 (http://go.microsoft.com/fwlink/?LinkId=202817).
Note
The following instructions are for configuring a Service Manager 2012 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 2012 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 2012 SP1 deployment, use the information in the System Center Service Manager 2012 SP1 Planning Guide (http://go.microsoft.com/fwlink/p/?LinkId=209672) and System Center Service Manager 2012 SP1 Deployment Guide (http://go.microsoft.com/fwlink/p/?LinkId=209670).
Test Lab Overview
In this lab, you will start your test environment using the Base Configuration Test Lab Guide (http://go.microsoft.com/fwlink/p/?LinkId=236358). 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 2012 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 2012 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 2012 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 2012 SP1.
Hardware and Software Requirements
The following software is required:
· The product disc or files for Windows Server 2012 Standard Edition.
· The product disc or files for SQL Server 2012.
· The product disc or files for SharePoint 2010 Foundation.
· The product disc or files for System Center Service Manager 2012 Service Pack 1 (SP1).
The following table provides a summary of the Microsoft software that is used in this guide.
Software / Additional Information /System Center Service Manager 2012 Service Pack 1 (SP1) (trial software) / System Center Service Manager 2012 SP1 (http://technet.microsoft.com/en-us/evalcenter/hh505660)
SharePoint Foundation Server 2010 / Self-Service Portal requires SharePoint Foundation Server 2010 (http://www.microsoft.com/en-us/download/details.aspx?id=5970)
SQL Server 2012 / Microsoft SQL Server 2012 Trial Software
(http://www.microsoft.com/en-us/download/details.aspx?id=29066)
Windows Server 2012 / Download Windows Server 2012
(http://technet.microsoft.com/en-US/evalcenter/hh670538.aspx?ocid=&wt.mc_id=TEC_108_1_33)
Steps for Configuring Service Manager 2012 SP1 Test Lab
There are ten steps to follow when you set up a Service Manager 2012 SP1 test lab based on the Service Manager 2012 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 2012 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 2012 on APP1 and APP2. Use the SQL Server 2012 Test Lab Guide to install Microsoft SQL Server 2012 on both APP1 and APP2.
· Step 3: Prepare for Service Manager 2012 SP1 Deployment. Perform the steps necessary to prepare for the installation of Service Manager 2012 SP1. These steps include creating service accounts used by Service Manager 2012 SP1 and configuring SQL Server database features.
· Step 4: Install Service Manager 2012 SP1. Install Service Manager 2012 SP1 on two computers, APP1 and APP2. Install Self-Service Portal on APP3
· Step 5: Verify the installation. Verify that the Service Manager 2012 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 2012 SP1 test lab computers, how to configure Service Manager 2012 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 (http://www.microsoft.com/en-us/download/details.aspx?id=29010) In the base configuration test lab guide, you will be instructed to build an environment as shown below.
Base Configuration
For the Service Manager 2012 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), and a third application server (APP3) as shown in the following diagram.
Service Manager 2012 SP1 Base Configuration
You will need to install the Web Server (IIS) role to the APP2 and APP3 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 Server2012 Standard Edition. See Download Windows Server 2012 a trial version.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 2012.
4. Connect APP2 to the Corpnet subnet.
To configure TCP/IP properties
1. In Server Manager, click Local Server in the console tree. Click the link next to Ethernet in the Properties tile. Note that the "Ethernet" interface name may be different on your computer.2. In Network Connections, right-click Ethernet, 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 OK, and then click Close. Close the Network Connections window.
7. From the Start screen, type cmd, and then press ENTER.
8. To check name resolution and network communication between APP2 and DC1, type ping dc1.corp.contoso.com in the command prompt window and press ENTER.
9. Verify that there are four replies from 10.0.0.1.
10. Close the Command Prompt window.
To join APP2 to the CORP domain
1. In Server Manager, click Local Server in the console tree. Click the link next to Computer name in the Properties tile.2. In the System Properties dialog box, on the Computer Name tab, click Change.
3. In Computer Name, type APP2. Under 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 that you must 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 the Switch User arrow icon, then click Other User and log on to the CORP domain with the User1 account.
How to Install the Web Server (IIS) role and .NET Feature on APP2
Before you install SQL Server 2012 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. In the Dashboard console of Server Manager, click Add roles and features.2. Click Next three times to get to the server role selection screen.
3. In the Select Server Roles dialog, select Web Server (IIS), and then click Next.
4. Click Next three times to accept the default Web Server role settings, and then click Install.
5. Allow the installation to complete, and then click Close.
Install .NET Framework 3.5