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Australian Service Manager
User Group
Knowledge Event
February 24, 2015
2:00pm AEDT
Objective
• To share knowledge of SCSM
• To help users get the most from SCSM
• To facilitate an Australian wide community that can peer and network
• To assist users of Cireson apps get the most from their investments
Spread the word
• Tell others about the group
• Share items on social
• Tell us about topics or questions for future knowledge events
This event is being recorded.
Welcome
Agenda
Item Presenter Timing
Welcome John Mustac
Systemology
2:00pm
SCSM knowledge
Class System / Data Model
Mat Barnier
Systemology
15 - 30 mins
SCSM Connectors
Best practices
Chris Ross
Cireson
15 - 30 mins
Open Q&A Open 30+ mins
Close 3:30pm
SCSM Class Structure / Data Model
Mat Barnier
Director, Systemology
Systemology

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ASMUG February 2015 Knowledge Event
Agenda
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Data Model
Model Database
8
• All hardware, software, services, and other logical components that
you want Service Manager to be aware of are described in a model.
• A model is a computer-consumable representation of software or
hardware components that captures the nature of the components
and the relationships between them. In ITIL or MOF these are
Configuration Items (CI’s )
• An example: To Monitor an email messaging service:
• Configuration Level Monitoring
• Involves monitoring a variety of components (mailbox
servers, front-end servers, operating system
components, disk subsystems, Domain Controllers, or
DNS servers)
• Business Service Level Monitoring
• Requires discovering and monitoring the interaction
between these systems, such as monitoring whether e-
mail is flowing through the system.
Modelling in System Center
Service Manager

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Model Database
9
• Based on and extends the Operations Manager
modeling system
• Uses the same terminology
• Management pack formats, SDK, API’s and
the database support for all System
Center Modules
• In Service Manager Model Extended to support
• Configuration items
• Work items
• Other
• Further extends support to the model with
additional class extensions and categories.
Modelling in System Center
Service Manager
• Incidents
• Activities
• Releases
• Service Requests
• Changes
• Problems
Work Item
• Business Services
• Environments
• Computers
• Printers
Configuration
Item
Model Database
10
• Work items are the operational category of things
we work with like
• Incidents
• Change Requests
• Activities
• Problems
• Releases
• Service Requests
• They Inherit properties from their parent objects
and extend the model
• They also may have relationships
Work Item Hierarchy
Model Database
11
• Configuration Items are the operational category of
things we work with like
• Computers
• Business Services
• Network Cards
• Databases
• They Inherit properties from their parent objects
and extend the model
• They also may have relationships, we have different
types of relationships to represent different ways
the Configuration Items may relate to eachother
Configuration Items Hierarchy
Classes Defined in the Model
12

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Model-Based Database
13
The Common
Data Model for
Service Manager
Management Packs
14
• XML-based file that contains definitions for classes, workflows, views,
forms, reports, and knowledge
• Consists of an XML manifest that defines metadata about these
objects and the references to resources that the objects use.
• Used to extend Service Manager with the definitions and the
information necessary to implement all or part of a service
management process.
• You can use a management pack to do the following:
• Extend Service Manager with new objects.
• Extend Service Manager with new behavior.
• Store new custom objects that you created, such as a form or
a template.
• Transport customizations to another Service Manager
deployment or implement the customizations in a newer
deployment.
Introduction To Management
Packs
Classes
15
• Class = property bag (set of properties)
• Each property is defined as
"name/type"
• Properties are always of simple
types such as int, string, double, etc.
• There are no arrays or sets in a
property.
• A class as defined in the
management pack would look
similar to the following:
Introducing Service Manager
Classes
Classes
16
• All classes require a base class
• Except for the class Entity
• A class will define all of its properties additional to the
properties that have been inherited
• Allowed property values can be further constrained using
property attributes in XML
• MaxLength,
• CaseSensitive,
• MinValue,
• RegEx,
• Required
• In the SCSM model, there are no complex properties.
• Complex properties are emulated using relationship types
Properties and attributes of a
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Classes


17
System.Computer
System.ConfigItem
System.LogicalEntity
System.LogicalHardware
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Computer_ExtendedOriginal
Form
Extended
Tab
System.Device
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Classes
18
• Support new types of managed resources or
process artifacts
• Need to add a new behavior.
• For example: managing HVAC units or overhead
projectors would require a new class
• Specialise a new class of incident (called
"HRIncident“) this new subset of incidents will also
require a new class.
• Query for HRIncident, returns the subset of
Incidents called HRIncidents
• New HRIncident class will have a dedicated
set of workflows
• In XML the new class would look like the
following:
Defining a New Class
Classes
19
• Have additional properties and behaviors to add
• If you cannot update the type because it is defined in a
"sealed" management pack
• In XML the extended class would look like the following:
• Adds "DepartmentName" and "MyBugId" to all incidents
and its descendants
• Implemented with the addition of a type Extension.
• The new incidents should behave exactly like an
Incident
• Query returns all classes of incidents including
those derived from the Incident base class and they
all will have the new properties of
"DepartmentName" and "MyBugId."
• When extending the class, all incidents and classes
that that descend from it will have the new
property values
Extending a Class
Cireson Knowledge Share
SCSM Connectors – Best Practices
Chris Ross
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 Active Directory
 Configuration Manager
 Operations Manager CI
 Operations Manager Alert
 Orchestrator
 Virtual Machine Manager
 Exchange
 CSV
Cireson Connectors…
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 Project Server Connector
 TFS Connector
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 How many concurrent, (active) connectors will there be?
Quantity of Data
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takes on disk.
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SQL Server 1 Database 1
Computer 1 Database 1
SQL Server 1 Database 2
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Good Data Bad Data
Incidents (w/ action logs and activities) Users
Service requests (w/o action logs and
activities)
Action logs
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File attachments Computers from SCOM
Knowledge CI data from SCOM in general
Good, Bad Customizations
Good Customizations Bad Customizations
User roles Notification subscriptions
Views* Work item event workflows
Data model extensions Custom workflows
Templates Groups
List items* Queues
Tasks* Service level objectives
DW extensions SCCM connectors, especially w/ DCM
Notification templates SCOM connectors
Reports AD connectors
Portal customizations
SLO calendars & metrics Form customizations
Analysis libraries & Excel workbooks
SCVMM and SCOrch connectors
Scoping Connectors
Active Directory
 Scope by domain, OU, or security group
Configuration Manager
 Scope by collection
Operations Manager – CI Connector
 Scope by Add|Remove-AllowedList cmdlets (white listing)
Operations Manager – Alert Connector
 Scope by alert property query criteria (alert subscriptions on SCOM side)
Design Better Connectors! [custom]
Query once and do business logic in runtime using one of these
options:
 Custom SCSM workflows (PowerShell)
 Orchestrator (scale out)
The difference is hundreds of queries running periodically vs. a single
query running periodically. Evaluating A vs. B vs. … in memory on a
management server is lightning fast.
Don’t roundtrip back to the database! Pass in the data that is needed
to the workflow.

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Connectors: Do These Things…
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 Running multiple connectors simultaneously can cause
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Connectors: Do These Things…
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 Method 1: Change the synchronization schedule using
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 Method 2: Initiate the synchronization using PowerShell
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Connectors: Do These Things…
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Don’t import AD Computers (AD Connector)
 If you're also using the Configuration Manager connector,
there may not be a need for the AD connector to import all
computers
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normalize two sources
 All relevant information about the computers are delivered by
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import computers or subsets of computers from AD
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 Unless needed for a purpose, always select the option:
“Do not write null values for properties not set in Active
Directory”
 Using this setting ensures the connectors do not update the
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Don’t synchronize data you don’t need!
 When in doubt, use the KISS method!

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Questions?
Audience Knowledge Share
An opportunity for audience members to share information or
knowledge
Guest
Open Q&A
An opportunity for audience members to ask questions of the group
Questions can be raised via IM or round table discussion
Open Mic
• Recording
• To be posted on Systemology website
• Post questions and topics for next knowledge event
• Post on ASMUG page on Systemology website (coming soon)
• Next Knowledge event
• April 2015
• Share & Social
• Expand the network
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Week 2 - Database System Development Lifecycle-old.pptx
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The best primary keys for each relation are: EMPLOYEE (person_name) WORKS (person_name, company_name) COMPANY (company_name)

UNIT3 DBMS.pptx operation nd management of data base
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The document discusses client-server database architecture. Some key points: - In client-server architecture, multiple clients connect to a central server which provides services to the clients. The server processes clients' requests and returns results. - The architecture divides applications into presentation, logic, and data tiers. The presentation tier handles the user interface. The logic tier controls application functions. The data tier stores and retrieves data from the database. - Advantages include centralized data control and scalability. Disadvantages are potential single point of failure if the server fails and increased hardware/software costs.

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Unit 1: Introduction to DBMS Unit 1 Complete
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This document discusses database management systems (DBMS) and their advantages over traditional file-based data storage. It describes the key components of a DBMS, including the hardware, software, data, procedures, and users. It also explains the three levels of abstraction in a DBMS - the physical level, logical level, and view level - and how they provide data independence. Finally, it provides an overview of different data models like hierarchical, network, and relational models.

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20240702 Présentation Plateforme GenAI.pdf
 

ASMUG February 2015 Knowledge Event

  • 1. Australian Service Manager User Group Knowledge Event February 24, 2015 2:00pm AEDT
  • 2. Objective • To share knowledge of SCSM • To help users get the most from SCSM • To facilitate an Australian wide community that can peer and network • To assist users of Cireson apps get the most from their investments Spread the word • Tell others about the group • Share items on social • Tell us about topics or questions for future knowledge events This event is being recorded. Welcome
  • 3. Agenda Item Presenter Timing Welcome John Mustac Systemology 2:00pm SCSM knowledge Class System / Data Model Mat Barnier Systemology 15 - 30 mins SCSM Connectors Best practices Chris Ross Cireson 15 - 30 mins Open Q&A Open 30+ mins Close 3:30pm
  • 4. SCSM Class Structure / Data Model Mat Barnier Director, Systemology Systemology
  • 8. Model Database 8 • All hardware, software, services, and other logical components that you want Service Manager to be aware of are described in a model. • A model is a computer-consumable representation of software or hardware components that captures the nature of the components and the relationships between them. In ITIL or MOF these are Configuration Items (CI’s ) • An example: To Monitor an email messaging service: • Configuration Level Monitoring • Involves monitoring a variety of components (mailbox servers, front-end servers, operating system components, disk subsystems, Domain Controllers, or DNS servers) • Business Service Level Monitoring • Requires discovering and monitoring the interaction between these systems, such as monitoring whether e- mail is flowing through the system. Modelling in System Center Service Manager
  • 9. Model Database 9 • Based on and extends the Operations Manager modeling system • Uses the same terminology • Management pack formats, SDK, API’s and the database support for all System Center Modules • In Service Manager Model Extended to support • Configuration items • Work items • Other • Further extends support to the model with additional class extensions and categories. Modelling in System Center Service Manager • Incidents • Activities • Releases • Service Requests • Changes • Problems Work Item • Business Services • Environments • Computers • Printers Configuration Item
  • 10. Model Database 10 • Work items are the operational category of things we work with like • Incidents • Change Requests • Activities • Problems • Releases • Service Requests • They Inherit properties from their parent objects and extend the model • They also may have relationships Work Item Hierarchy
  • 11. Model Database 11 • Configuration Items are the operational category of things we work with like • Computers • Business Services • Network Cards • Databases • They Inherit properties from their parent objects and extend the model • They also may have relationships, we have different types of relationships to represent different ways the Configuration Items may relate to eachother Configuration Items Hierarchy
  • 12. Classes Defined in the Model 12
  • 13. Model-Based Database 13 The Common Data Model for Service Manager
  • 14. Management Packs 14 • XML-based file that contains definitions for classes, workflows, views, forms, reports, and knowledge • Consists of an XML manifest that defines metadata about these objects and the references to resources that the objects use. • Used to extend Service Manager with the definitions and the information necessary to implement all or part of a service management process. • You can use a management pack to do the following: • Extend Service Manager with new objects. • Extend Service Manager with new behavior. • Store new custom objects that you created, such as a form or a template. • Transport customizations to another Service Manager deployment or implement the customizations in a newer deployment. Introduction To Management Packs
  • 15. Classes 15 • Class = property bag (set of properties) • Each property is defined as "name/type" • Properties are always of simple types such as int, string, double, etc. • There are no arrays or sets in a property. • A class as defined in the management pack would look similar to the following: Introducing Service Manager Classes
  • 16. Classes 16 • All classes require a base class • Except for the class Entity • A class will define all of its properties additional to the properties that have been inherited • Allowed property values can be further constrained using property attributes in XML • MaxLength, • CaseSensitive, • MinValue, • RegEx, • Required • In the SCSM model, there are no complex properties. • Complex properties are emulated using relationship types Properties and attributes of a Class
  • 18. Classes 18 • Support new types of managed resources or process artifacts • Need to add a new behavior. • For example: managing HVAC units or overhead projectors would require a new class • Specialise a new class of incident (called "HRIncident“) this new subset of incidents will also require a new class. • Query for HRIncident, returns the subset of Incidents called HRIncidents • New HRIncident class will have a dedicated set of workflows • In XML the new class would look like the following: Defining a New Class
  • 19. Classes 19 • Have additional properties and behaviors to add • If you cannot update the type because it is defined in a "sealed" management pack • In XML the extended class would look like the following: • Adds "DepartmentName" and "MyBugId" to all incidents and its descendants • Implemented with the addition of a type Extension. • The new incidents should behave exactly like an Incident • Query returns all classes of incidents including those derived from the Incident base class and they all will have the new properties of "DepartmentName" and "MyBugId." • When extending the class, all incidents and classes that that descend from it will have the new property values Extending a Class
  • 20. Cireson Knowledge Share SCSM Connectors – Best Practices Chris Ross Cireson
  • 21. Service Manager 2012 Connector: Best Practices from the Field Chris Ross, MVP3, ITIL Director of Program Management Cireson
  • 22. What are the Various Connectors? Out of the box…  Active Directory  Configuration Manager  Operations Manager CI  Operations Manager Alert  Orchestrator  Virtual Machine Manager  Exchange  CSV Cireson Connectors…  SMA Connector  Asset Import  Software Metering Coming Soon…  Project Server Connector  TFS Connector
  • 23. What are the Right Questions to Ask? How Many Objects  What is the quantity of data that will be stored? Transaction Volume  What are the scenarios?  What is the degree of customization?  How many concurrent, (active) connectors will there be?
  • 24. Quantity of Data The bigger the database is the slower every query runs and the more space it takes on disk. Contained data is especially impactful to performance. Computer -> SQL Server -> Database Container Object Contained Object Computer 1 SQL Server 1 SQL Server 1 Database 1 Computer 1 Database 1 SQL Server 1 Database 2 Computer 1 Database 2
  • 25. Good Data, Bad Data Good Data Bad Data Incidents (w/ action logs and activities) Users Service requests (w/o action logs and activities) Action logs Computers from AD or SCCM Contained activities (especially nested) File attachments Computers from SCOM Knowledge CI data from SCOM in general
  • 26. Good, Bad Customizations Good Customizations Bad Customizations User roles Notification subscriptions Views* Work item event workflows Data model extensions Custom workflows Templates Groups List items* Queues Tasks* Service level objectives DW extensions SCCM connectors, especially w/ DCM Notification templates SCOM connectors Reports AD connectors Portal customizations SLO calendars & metrics Form customizations Analysis libraries & Excel workbooks SCVMM and SCOrch connectors
  • 27. Scoping Connectors Active Directory  Scope by domain, OU, or security group Configuration Manager  Scope by collection Operations Manager – CI Connector  Scope by Add|Remove-AllowedList cmdlets (white listing) Operations Manager – Alert Connector  Scope by alert property query criteria (alert subscriptions on SCOM side)
  • 28. Design Better Connectors! [custom] Query once and do business logic in runtime using one of these options:  Custom SCSM workflows (PowerShell)  Orchestrator (scale out) The difference is hundreds of queries running periodically vs. a single query running periodically. Evaluating A vs. B vs. … in memory on a management server is lightning fast. Don’t roundtrip back to the database! Pass in the data that is needed to the workflow.
  • 30. Connectors: Do These Things… Do scope your connectors properly  Properly scoping your connector(s) allows you to ensure your connectors run error free  Limit each individual connector to ≤ 10,000 objects  If you have more objects, create more connectors
  • 31. Connectors: Do These Things… Do schedule your connectors to run at different times  Running multiple connectors simultaneously can cause performance impacts (SCSM or source system)
  • 32. Connectors: Do These Things… Do schedule connectors to run during non-business hours  Method 1: Change the synchronization schedule using PowerShell  Method 2: Initiate the synchronization using PowerShell http://bit.ly/1DMchhh
  • 33. Connectors: Do These Things… Do import AD Users  The AD connector imports all users in a domain, regardless enabled or disabled.  Also if you have contacts in AD that are created as Domain users, these are imported as well.  If is very important to consider which OUs to import, and also whether or not to import both Enabled and Disabled users.
  • 34. Connectors: Do These Things… Do use LDAP queries  This will limit the amount of data returned by the connector  Lets only bring in what is relevant
  • 35. Connectors: Do These Things… Do use unique accounts for connectors  This will create a separate Monitoringhost.exe process on the workflow management server for each connector when it runs  This makes it easier to see which connector is currently running and how much memory/CPU it is consuming  It also makes it easier to isolate that one process from other workflows/connectors so that it can be terminated without affecting other workflows/connectors running
  • 36. Connectors: Do These Things… Do keep Exchange Connector set to 5 min+  If you are using queues for security purposes keeping Exchange Connector set for longer durations allows the needed time for group settings to take effect  Less impact on the Exchange environment
  • 37. Connectors: Don’t Do These Things… Don’t import AD Computers (AD Connector)  If you're also using the Configuration Manager connector, there may not be a need for the AD connector to import all computers  Doing so only means SCSM needs to import, rationalize and normalize two sources  All relevant information about the computers are delivered by the SCCM connector  There could be examples where the AD connector needs to import computers or subsets of computers from AD
  • 38. Connectors: Don’t Do These Things… Don’t use DCM (really DON’T) There is a Rule which exists in the Configuration Manager Connector Management Pack which is called Incident_Desired_Configuration_Management_Custom_Rule.Update This Rule can cause workflows (Subscription Rules) to lag behind a lot and cause the grooming jobs to fail, thus causing the EntityChangeLog table to get very large. In turn this causes in internal SQL Stored Procedure called p_EntityChangeLogSnapshot to take a lot of time to finish. This stored procedure is executed very often and while it is running, the performance of the Console is also impacted a lot. http://bit.ly/1FlY4oq
  • 39. Connectors: Don’t Do These Things… Don’t sync null values in AD connectors  Unless needed for a purpose, always select the option: “Do not write null values for properties not set in Active Directory”  Using this setting ensures the connectors do not update the same attributes, despite being null
  • 40. Connectors: Don’t Do These Things… Don’t synchronize data you don’t need!  When in doubt, use the KISS method!
  • 42. Audience Knowledge Share An opportunity for audience members to share information or knowledge Guest
  • 43. Open Q&A An opportunity for audience members to ask questions of the group Questions can be raised via IM or round table discussion Open Mic
  • 44. • Recording • To be posted on Systemology website • Post questions and topics for next knowledge event • Post on ASMUG page on Systemology website (coming soon) • Next Knowledge event • April 2015 • Share & Social • Expand the network Close