You are browsing the archive for SCSM 2010.

Avatar of kurtvh

by kurtvh

System Center Service Manager Cumulative Updates overview (CU3 released)

10:05 am in Uncategorized by kurtvh


With this blog I want to provide an overview of the updates that are released the last months for System Center Service Manager 2010.

Begin of July 2010 the CU1 was released that included a limited set of fixes. KB information is still available – Description of Cumulative Update 1 for System Center Service Manager 2010

Begin of August 2010 the CU2 was released. It supersedes Cumulative Update 1 (CU1) and contains a superset of the fixes that are provided in CU1. It can be applied to CU1 or directly to a Service Manager 2010 installation. More information about this CU2 is available on MS Website -  Description of Cumulative Update 2 for System Center Service Manager 2010

The CU3 is released half September 2010. Same approach as the CU2, it supersedes Cumulative Update 2 (CU2) and contains a superset of the fixes that are provided in CU2. It can be applied to CU2 or directly to a Service Manager 2010 installation. Download and detailed information can be found on:

Pay attention on the installation of the CU3 for Service Manager, if you have the authoring tool installed an additional step is required to update the whole system. Little overview:

To install this cumulative update:

  1. Exit all Service Manager-related applications before you apply this cumulative update.
  2. Right-click the SCSM2010_RTM_X86_KB2390520.exe file or the SCSM2010_RTM_AMD64_KB2390520.exe file, and then click Run as administrator.
  3. Accept the Microsoft Software License Terms, and then follow the steps in the installation wizard.
  4. For the Data Warehouse Management Server, you have to manually start the System Center Management service after the cumulative update installation is finished.

On the systems that have the Service Manager Authoring Tool installed, follow these steps to update the management packs in the Authoring Tool’s Library folder:

  1. Download the KB2390520_MPLibraryUpdate_AuthoringTool.exe file from the Cumulative Update 3 download page to the local computer on which the Authoring Tool is installed. (Link provided above)
  2. Double-click KB2390520_MPLibraryUpdate_AuthoringTool.exe, and then wait for the files to be extracted.
  3. Browse to the folder %SystemDrive%\Microsoft System Center\Service Manager 2010\hotfix_KB2390520\AuthoringToolMPUpdate.
  4. Copy all files from that folder to the <Authoring Tool installation drive>\Program Files (x86)\Microsoft System Center\Service Manager 2010 Authoring\Library\ folder, replacing the existing files.
  5. If the Authoring Tool is running, restart it to load the updated management packs.

Have fun,

Kurt Van Hoecke

Avatar of kurtvh

by kurtvh

SCSM: Automate Status update in Incident Management

3:07 pm in Uncategorized by kurtvh


The Status of an Incident in Service Manager is triggered on a certain action. It can be needed that more granular Incident Status levels are required for your environment. In this post I’m going to explain how we can extend the Incident status levels and how we can automate Status level update with a workflow when certain fields in the Incident Form are updated.

First, look at the default list in the Service Manager console – Library | Lists | Incident Status

As an example, the default list is extended with the following Status levels as sub status of the Active status: (Create a mgmt pack to store the console configuration)

  • Listed: is the default status in this example
  • Assigned: When the Incident is “assigned” (Assigned to field)
  • In progress: When the Incident has an “Owner” (Primary Owner field)

image   –> image

Once the status levels are defined, one Incident Template must be created for each status level that is added to the list.

Create the Incident Status Templates:

In the Service Manager console – Library | Templates | Create Template

  • Store the configuration is the just created mgmt pack.
  • The “Status” field is visible now and status can be set for the template.


  • Repeat this procedure for the “In progress” and “listed” status.

Create the status update xml file:

The creation of the xml file is more or less the same as explained in following blog post: Custom notification workflow on incident assignment or re-assignment

  • Use your own naming in order to recognize that function of the mgmt pack.
  • The “Here is some explanation of some of the sections of the Management pack to better understand the “how” is the information where this mgmt is based on.
    • All info explained in this section can be used for this mgmt pack.
    • The Monitoring Section of the xml needs to be changed in order to get this functionality in SCSM.

Monitoring section of the XML file:

In order to start updating the monitoring section of the xml file it is important to gather the info of the fields that trigger a status update. For certain Incident Form fields it is possible to accomplish the goal by editing the rules in the ‘Incident Event Workflow’.  The wizard there only supports certain subscription criteria:

  • If a property field of the System.WorkItem.Incident triggers a status update, then the console can be used.
  • If relationship properties triggers an update, then xml coding is required.
  • SCSM product team is busy creating a complete model diagram. This will be your main source for finding this information. (I will update this post when this info is published.)
  • In this example the AssignedToUser property triggers the “Assigned” status of the Incident. The AssignedToUser property is and example of the relationship properties and needs xml editing.

As explained in the blog post above, in the Monitoring section we define the Rules. Each rule in generally includes a DataSource and WriteAction section.

  • DataSource define discovery of the instances based on certain criteria
    • In this case we want to discover any incident for which the “Assigned to” user is changed
    • “Assigned To” user is a relationship on the Incident – So whenever the assignment is changed the existing relationship is deleted and a new relationship is added
    • The criteria below discovers all instances of incidents for which a “AssignedTo” Relationship was added
  • WriteAction defines the “action” you want to perform on each instance that was discovered by the rule

DataSource section:

The following xml code creates a relationship subscription for the AssignedToUser relationship on the Incident.

          <DataSource ID="DS" TypeID="SystemCenter1!Microsoft.SystemCenter.CmdbInstanceSubscription.DataSourceModule">
              <RelationshipSubscription RelType="$MPElement[Name=’WorkItem!System.WorkItemAssignedToUser’]$" SourceType="$MPElement[Name=’CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident’]$" TargetType="$MPElement[Name=’System!System.Domain.User’]$">

For the other status (In progress) in the example used for this blog the RelationshipSubscription needs to be modified. PrimaryOwner is the property that triggers the status update.

<RelationshipSubscription RelType="$MPElement[Name=’WorkItem!System.WorkItemPrimaryOwner’]$" SourceType="$MPElement[Name=’CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident’]$" TargetType="$MPElement[Name=’System!System.Domain.User’]$">

WriteAction section:

The following example updates the Incident status by applying the Incident Template. So, the same xml code can be used for both status updates, only the Template GUID must be changed.

To find the Template GUID:

  • In order to get the GUID for your own template from the DB you can use a simple query
  • "select Objecttemplateid from ObjectTemplate where ObjectTemplateName='< Template Name here >’

<WriteAction ID="WA" TypeID="SystemCenter1!Microsoft.EnterpriseManagement.SystemCenter.Subscription.WindowsWorkflowTaskWriteAction">

                  <WorkflowArrayParameter Name="InstanceIds" Type="guid">
                  <WorkflowParameter Name="IncidentTemplate" Type="guid">8bf7765f-f372-debb-f924-e1ebd2ec7ac6</WorkflowParameter>
                  <WorkflowParameter Name="NotificationRulesEnabled" Type="boolean">False</WorkflowParameter>
                <RetryExceptions />

In this way we can create a complete mgmt pack that takes control over the Incident Status updates. (like the default defined Incident Status entries like Active, Closed or Resolved)

I will post the complete xml file that can be used as an example to create your own. The xml file includes the workflows to update the three custom status levels.

Have fun with it!

Kurt Van Hoecke

Avatar of kurtvh

by kurtvh

System Center Service Manager 2010 International RTM!

8:58 pm in Uncategorized by kurtvh

Microsoft has announced that SCSM 2010 International RTM is available! This release contains the localized version of SCSM 2010 and supports the following languages:

  • Chinese (simplified)
  • Chinese (traditional)
  • English
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese (Brazilian)
  • Russian
  • Spanish

180-days evaluation version download link to Microsoft download site.

Important note:

A single installation of the international version of SCSM supports all the languages listed above.  SCSM Console uses the OS Display Language setting and SCSM Portal uses the Browser’s Encoding setting to render the contents in the appropriate language.

Important information about this release:

Frequently Asked Questions about the SCSM 2010 International.

Some highlights:

  • It is not possible to upgrade from English to the International version of SCSM.
  • Starting from SCSM 2010 Service Pack 1, Microsoft is going to ship English and International versions of SCSM as one version of the product (sim-shipping)
  • The language of the server OS (SKU & OS Display Language) doesn’t impact the language of the client (console/browser) UI on the separate client computer.
  • Windows Client can be in any language (SKU & Display Language) supported by Windows Client OS
  • Language SKUs should be the same for all SQL Servers used for SCSM SM Servers and Data Warehouse
  • All SCSM SQL Servers (SMDB and DW) must have the same collation setting from the list of supported SQL Collations.
  • Read more from Microsoft Team blog – URl above


Have Fun,


Avatar of kurtvh

by kurtvh

Service manager @ MMS 2010 – Service Manager Partner Solutions

9:28 pm in Uncategorized by kurtvh

This blog post provides a brief overview of the partner solutions that are presented at MMS. The session “Beyond Service Manager Partner Solutions” was a nice overview of the partner solution around SCSM. Some of them are already available or will be soon (check partner website for availability).

Beyond Service Manager Partner Solutions

  • Provance IT Asset Management Pack: With this SCSM add-on IT service Management (ITSM) and IT Asset Management (ITAM) are integrated in one management console. SCSM CMDB captures IT asset information to support both ITAM and ITSM processes, giving Analysts a broad set of CI information to realize various objectives. The IT Asset Management Pack adds following new capabilities in SCSM: 
    • IT Asset Life Cycle Management for controlling IT costs and effectively managing hardware and software through the entire life cycle, from receipt to disposal.
    • Software Asset Management and License Compliance for identifying over and under licensed software titles, thus minimizing software costs and maintaining license compliance
    • Supplemental cost, contract and organizational information for supporting decision making, resulting in more efficient and cost effective IT Service Management
  • Infront Consulting Group: Infront has developed an AlarmPoint connector for SCSM. This connector automatically forwards notifications (like approvals) to the AlarmPoint notification engine. This SCSM add-on was included in an MMS demo were change approval was forwarded to a mobile device and the “manager” approved the change request from his mobile…
  • Savision live maps v5 for System Center Service Manager: This integrated solution provides the functionality in SCSM to dynamically build and access Savision service maps.
  • Bay Dynamics: IT Analytics for System Center leverages advanced business intelligence and analytics technology to enable SCSM Analysts to maximize the value of the data that resides within System Center Service Manager databases by providing multidimensional ad-hoc analysis, Key Performance Indicators, and robust graphical trending. Features included:
  • Atea Spintop accelerator for Service Manager: This SCSM add-on provides:
  • SVT Audit Manager: SVT Audit Manager is an integrated auditing solution for Microsoft System Center comprised of tools, knowledge and guidance focused on optimizing IT GRC auditing for regulations such as Sarbanes-Oxley, HIPAA, ISO, COBIT, PCI DSS and FISMA.
    • SVT Audit Manager fully leverages the Operations Manager 2007 architecture to provide a unified application and systems performance management and now, an enterprise security auditing solution allowing organizations to consolidate and reduce silos of information, point solutions, manual procedures, reducing the overall cost of meeting today’s complex regulatory requirements
    • Integration with Service Manager further enhances SVT Audit Manager with key security related incident management processes as well as risk, program and change control workflows and automation, all of which help to ensure regulatory alignment and reduced corporate security exposure.
  • Absolute Software System Center Service Manager Management Pack: BIOS-enabled security from Absolute Software’s Computrace platform
    • Computrace Data Protection: Remote data delete
    • Intel Anti-Theft platform disable
    • Computrace call history / statistics from within SCSM UI
  • Service Mgr 2010 Features for Intel Core vPro Processor Family: KVM Remote Control & Power Control
    • KVM Remote Control allows an authorized IT Technician to remotely control the keyboard, video, and mouse of a remote PC independent of OS State
    • Ability to remotely interact with remote remediation images booted through IDE Redirection
    • Implement AMT Power control directly into Service Manager workflow to automated IT business processes.

I will try to keep an eye on the partner solutions that get available and update this blog post accordantly.

Have fun,

Kurt Van Hoecke

Avatar of kurtvh

by kurtvh

Service manager & Opalis @ MMS 2010 – day 1

4:55 pm in Uncategorized by kurtvh

First day of MMS was completely filled with instructor labs.

A very nice instructor lab was the “Data Warehouse and Reporting in System Center Service Manager 2010

  • A more or less complete overview of how to access, use and integrate the Service Manager reports via a variety
    of means. A little overview what was covered in the lab: 
    • Accessing reports via from the Service Manager console and a web browser:
      • Performing and saving simple report customizations from the Service Manager console
    • Creating and deploying a custom report based on the Service Manager data warehouse.
      • Using SQL Server Business Intelligence Development Studio or with Report Builder
      • PowerPivot for Excel (add-in to Excel 2010: )
    • Integrating reports into SharePoint and customizing them for optimal usability within SharePoint
      • Create a simple dashboard within SharePoint
    • Review and manage the datawarehouse jobs using Powershell cmdlets
      • Get-SCDWJob
      • Get-SCDWJobSchedule
      • Set-SCDWJobSchedule
  • Check out Maarten Goet his blog, he did a presentation about this topic in MMS and will post his queries from the presentation. These can be used as a basis for further report creation… ( )
  • This lab proofs the strong reporting capabilities in service manager. I will certainly go deeper in this topic in future blogs.


Another instructor lab was the “Introduction to Opalis

  • The goal of the lab was to provide a basic introduction to the Opalis Integration Server architecture and functionality, as well as the process of creating and running Policies.
  • Basic integration packs are used in this lab. Upcoming integration packs – Q2 2010 (aug):
    • Microsoft Configuration Manager
    • Microsoft Virtual Machine Manager
    • Microsoft Data Protection Manager
    • Microsoft Service Manager

More information is following…