Contents

Before starting on the software log onto the phones. ................................................................... 2 Managing Incidents and Problems .............................................................................................. 2 Sample Scenario: Managing Incidents and Problems.................................................................. 2 Scenarios for Managing Incidents and Problems ..................................................................... 2 Managing Incidents .............................................................................................................. 3 Troubleshooting Incidents .................................................................................................... 3 Managing Problems ............................................................................................................. 4 Managing an Incident ................................................................................................................. 4 How to Manually Create a New Incident...................................................................................... 5 How to Change an Existing Incident............................................................................................ 6 How to Contact a User From an Incident Form............................................................................ 8 How to Create an Incident View and and Personalize It .............................................................. 9 How to Resolve and Close an Incident .......................................................................................10 How to Publish an Announcement for an Incident ......................................................................11 Troubleshooting Incidents ..........................................................................................................12 How to Troubleshoot an Incident Using a Service Map...............................................................12 Managing a Problem..................................................................................................................13 How to Create and Edit Problem Records ..................................................................................14 How to Resolve Problem Records and Related Incidents Automatically .....................................16 How to Link an Incident or Change Request to a Problem Record..............................................17 Reports available in Service Manager ........................................................................................17 How to View the Report Catalog ................................................................................................18 How to Add Permissions for Reports..........................................................................................18 How to Run a Report .................................................................................................................19 How to Export Report Data ........................................................................................................20

Before starting on the software log onto the phones.

The phones are not difficult to use when the green light is on them you are logged onto the Help Desk. To logon you need to press the button where the green light is and when it is showing then type 25xx the xx is the number of your computer in the room between1 to 20. To make calls you do not need to be logged onto the phone system, press the group call button and this send a call through to the help desk and can be answered by the logged on operators.

The help- desk software follows: Managing Incidents and Problems

Microsoft System Center Service Manager 2010 helps your company manage incidents and problems by implementing and automating help desk ticketing processes so that these processes comply with the best practices that are described in the Microsoft Operations Framework (MOF) and in the IT Infrastructure Library (ITIL).

Sample Scenario: Managing Incidents and Problems

This sample scenario for System Center Service Manager 2010 helps you achieve your goal of managing incidents and problems by using multiple scenarios end-to-end. You can think of this sample scenario as a case study that helps put the individual scenarios and procedures in context.

Scenarios for Managing Incidents and Problems

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Scenario

Description

Managing an Incident Troubleshooting Incidents

Describes how incidents and incident views are created, edited, and resolved. Describes how to troubleshoot incidents using service maps, running tasks, and by publishing announcements. Describes how to create and edit problem records, resolve problems and related incidents automatically, and how to link incidents or change request to a problem record.

Managing a Problem

Managing Incidents
In the scenario that encompasses incident management, Phil uses incident management to restore regular operations as quickly and as cost-effectively as possible. For example, by using the E-mail Incident template to populate a new e-mail-related incident, he can quickly create an incident and ensure that the correct impact, urgency, assigned analyst, and support tier fields are configured. Carrying the example further, he creates a new incident for a user who is unable to view an e-mail that was sent with restricted permissions. Phil creates an incident view so that he can easily work with all incidents that are created for e-mail problems. When changes are made to an incident, the he edits the incident to reflect changes. In another example, an end user experiences a printer problem, so she sends an e-mail message to the help desk. Upon receipt, Service Manager automatically creates an incident from the message. Phil investigates the problem, in part, by viewing the service. After the underlying problem has been solved, the he resolves and closes the incident. At Woodgrove Bank, connectors are configured so that Service Manager imports configuration items and alerts from System Center Operations Manager, so some new incidents are automatically created. Phil reviews the automatically created incidents for accuracy.

Troubleshooting Incidents
In the scenario that encompasses troubleshooting incidents, Phil is conducting an initial investigation of the problem that Joe is experiencing. Phil suspects that the root cause of the problem is that Microsoft Exchange Server 2007 SP1 needs to be applied to Joes Exchange server. However, there are other Exchange servers at Woodgrove Bank that probably also need to be updated. Phil starts his investigation by viewing the service that Garret created for the Exchange Service. When any incidents affect a service component, that component is marked with an orange icon resembling a square containing an exclamation point. When a change request affects a service component, the component is marked with a special blue icon resembling a square containing a right-pointing arrow. Phil uses the map view on the Service 3

Components tab to view configuration items and view incidents associated with them. Then he opens other configuration items and adds them to the open incident. To further troubleshoot, Phil wants to ping a remote computer that is exhibiting problems. He can use tasks that are part of the Service Manager console instead of having to use various other tools. After Phil completes his troubleshooting, he can publish an announcement to all SelfService Portal users notifying them of the problem. He can remove the announcement after the problem has been resolved.

Managing Problems
In the scenario that encompasses problem management, Phil has created a change request asking the Exchange Administrators group to apply a service pack that is expected to resolve the problem. When a root cause is found and mitigated or resolved, the change request is completed and Phil is notified. He then uses the following procedures to resolve a problem and automatically resolve incidents associated with the problem.

Managing an Incident
Help desk analysts use incident management to restore regular operations as quickly and as cost-effectively as possible by creating new incidents. They also work in partnership with Service Manager administrators to ensure that incidents that are created automatically or by end-users are correctly categorized and reassigned to appropriate personnel. Methods that analysts use to accomplish these duties include: y y y y Using the E-mail Incident template to create new incidents Reviewing automatically created incidents Reviewing and updating incidents created by end-users who have sent requests by e-mail Publishing announcements for incidents to the Self-Service Portal, when necessary

Follow these steps to manage an incident.

Task Description

Step 1: How to Manually Create a New Incident

Describes how to create new incidents in response to a call from a user or from an e-mail request. Also describes how to create new incidents automatically from the System Center Operations Manager Alert connector. Describes how to make changes to an incident in response to new information. Describes how to contact a user by e-mail or instant message while you have an incident 4

Step 2: How to Change an Existing Incident

Optional step: How to Contact a User From an Incident Form

Task

Description

form open. Step 3: How to Create an Incident View and and Personalize It Step 4: How to Resolve and Close an Incident Describes how to create a view of incidents that match the criteria you define. Describes how to resolve and close an incident after the underlying problem is solved. Describes how to publish an announcement for an incident to all Self-Service Portal users.

Optional step: How to Publish an Announcement for an Incident

How to Manually Create a New Incident

To create a procedures to manually create a new incident in the Service Manager console. For example, you might want to manually create a new incident for a person who is experiencing an e-mail-related problem. You can link other affected items, such as various computers, to indicate that the issue affects more than one computer. To create a new incident from a configuration item view 1. In the Service Manager console, click Configuration Items. 2. In the Configuration Items pane, expand Configuration Items, expand Computers, and then click All Windows Computers. 3. In the All Windows Computers view, filter for the computer for which you want to create an incident, and then select the computer. For example, select Exchange01.woodgrove.com. 4. In the Tasks pane, click Create Related Incident. 5. In the Tasks pane, click Apply Template. 6. Under Templates in the Apply Template dialog box, select Software Issue Incident Template, and then click OK. 7. In the Title box, type a new description, or modify the description inserted by the template. For example, type User is unable to open an e-mail message that has restricted permissions. 8. In the Affected user box, select the user who reported this incident. For example, select Joe Andreshak. 9. Optionally, in the Alternate Contact Method box, enter additional contact information for 5

the affected user. 10. Click the Related Items tab. 11. In the Attached Files area, click Add. 12. In the Open dialog box, select the file that you want to attach to this incident, and then click Open. For example, select the screen shot of an error message that the affected user has received. 13. Click OK. To create a new incident by e-mail 1. In an e-mail program, create a new e-mail message, and then enter the help desk alias or e-mail address in the To box. For example, enter Helpdesk@Helpdesk.Woodgrove.com in the To box. 2. In the Subject box, type a subject. For example, type Unable to print checks. 3. In the message body, type additional information that the help desk analyst can use to correct the problem. For example, type The check printer has a paper jam. I will use a backup printer until the jam is fixed. 4. Optionally, attach files that the help desk analyst can use to correct the problem. To validate the creation of a new incident 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click All Incidents. New incidents appear in the All Incidents view.

How to Change an Existing Incident

You can use the following procedures to change the urgency of an incident, to edit an unassigned incident from System Center Operations Manager, and to link a knowledge article to an incident. Users create simplified incidents using the Self-Service Portal based on the Incident portal template. Because user-created incidents are simplified, analysts often need to revise new incidents with additional information. Additionally, there is no functional difference between incidents created with the Self-Service Portal using either the Need help with a problem or Need repair or fix options. Note Incidents are automatically created by System Center Service Manager 2010 when the Operations Manager Alert connector is enabled. You can edit the new incidents that are generated when an Operations Manager alert is raised and assign the incidents to analysts. 6

To change the urgency of an incident 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click All Open E-Mail Incidents. 3. In the All Open E-Mail Incidents view, select the original incident. For example, select the Unable to print checks incident. 4. In the Tasks pane, click Edit. 5. In the Incident form, in the Urgency list, select High. 6. Optionally, type a comment in the Comment box. If you do not want end users to be able to read the comment, select the Private check box that is above the Comment box. For example, in the Comment box, type The user called to say that the backup printer is unavailable and that this issue is now urgent. Then, click Add. The new comment appears as a log entry. 7. Click OK to close the form and to save your changes. To edit an unassigned incident from Operations Manager 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click All Open Operations Manager Incidents. 3. In the All Open Operations Manager Incidents view, select an incident that was created automatically from an Operations Manager alert. 4. In the Tasks pane, click Edit. 5. In the Incident form, under Support Group, select Tier 1. 6. Under Assigned to, enter the name of the help desk analyst who will investigate the problem. 7. Click OK to close the form and to save your changes. To link a knowledge article to an incident 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click All Open Operations Manager Incidents. 3. In the All Open Operations Manager Incidents view, select the incident that was created automatically from an Operations Manager alert. 4. In the Tasks list, click Search for Knowledge Articles. 5. In the Knowledge Search dialog box, type a search term in the Search for box, and then click Go. For example, type MICR Check Printer Article. 6. Select the article, click Link to <IncidentName>, click OK to close the informational 7

dialog box, and then click Close. To validate incident edits y Open the incident, and then verify that your changes appear. For example, verify that the comment you entered appears as a log entry.

How to Contact a User From an Incident Form

In System Center Service Manager 2010, you can contact a user by e-mail or by instant message when an incident form is open. The presence indicator is shown in the form next to the affected users name and it displays their current status, if known. For the presence indicator to accurately reflect a users status, the user must have an Active Directory account, and the user must be a member of the same domain in which the Service Manager management server has its computer account. Additionally, the computer running the Service Manager console must have Microsoft Office Communicator installed. Note If a users account belongs to a domain other than the domain in which the Service Manager management server has its computer account, the presence indicator might not accurately display the users status. To contact a user by e-mail 1. In an open incident form, click the presence indicator next to the Affected user box, and then click the arrow icon next to the box. 2. Click Send Mail. 3. Your e-mail client program opens and adds the users name to the To field. Compose the e-mail message, and then send it. To contact a user by instant message 1. In an open incident form, click the presence indicator next to the Affected user box, and then click the arrow next to the box. 2. Click Send Instant Message. 3. Your instant message program opens. Compose the instant message, and then send it.

How to Create an Incident View and and Personalize It

In System Center Service Manager 2010, you can use the following procedures to create and customize an incident view. Views let you group incidents that share certain criteria. For example, the following procedure helps you create a view that lists all the incidents in which the classification has been set to Email Problems or to some other classification. You can also customize the All Incidents view. To create an incident view 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management. 3. In the Tasks pane, click Create View. 4. In the General section of the Create View dialog box, type a name for the view in the Name box. For example, type E-mail Incidents. 5. In the Description box, type a description. For example, type All incidents in which the classification is E-Mail Problem. 6. Click Criteria. 7. Next to the Search for objects of a specific class list, click Browse. 8. In the Select a Class list, under View, select Combination classes, select Incident (advanced), and then click OK. 9. In the Related classes box, ensure that Incident is selected. In the Available properties list, select Classification Category, and then click Add. You might need to scroll to see the Add button. 10. At the end of the Criteria section, in the Criteria definition area, select E-mail problems. When complete, the criterion resembles [Incident] Classification Category equals EMail Problems. 11. Click Display, and in the Columns to display list, select Status, Classification Category, and Description. Next, under Assigned To User, select Display Name. Then, click OK. To personalize an incident view 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then select an incident view. For example, select All Incidents. 3. Right-click any view column heading to resize columns, to remove items from the results, or to change column sorting and grouping. Repeat this step until you are satisfied with the results. 9

To validate the incident view creation y In the Work Items pane, ensure that an E-Mail Incidents view exists under Incident Management. Ensure the view displays all the incidents in the E-Mail Problems category. Note It might take a few seconds for the new incident view to appear.

How to Resolve and Close an Incident

In System Center Service Manager 2010, you can use the following procedure to resolve and close an incident. After you research a problem and resolve its source, you can resolve and close the incident. An incident is considered resolved when the required change has been made. When the affected user has confirmed that the problem that caused the incident has been eliminated, the incident can be closed. To resolve and close an incident 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click E-Mail Incidents. 3. In the E-Mail Incidents view, select the incident you want to resolve and close. 4. In the Tasks pane, click Resolve. 5. In the Resolve dialog box, select the appropriate category for resolving this incident in the Resolution Category list. For example, select Fixed by higher tier support. 6. In the Comments field, type a comment that explains the resolution. For example, type Resolved by installing Service Pack 1 on the Exchange server, and then click OK. 7. In the Tasks pane, click Close. 8. In the Close dialog box, type a comment about the closure of the incident, and then click OK. To validate that an incident was resolved and closed y In the All Incidents pane, the status for the incident or incidents changes from Active to Resolved when you resolve an incident and from Resolved to Closed when you close the incident. Note 10

It might take a few seconds for the new status to appear. To immediately view the change, click Refresh.

How to Publish an Announcement for an Incident

In System Center Service Manager 2010, you can use the following procedure to publish an announcement to all Self-Service Portal users for incidents. Announcements are displayed in the Self-Service Portal until they expire or are deleted. Note Typically, you access the Self-Service Portal by using a Web browser to open https:// web_server_name/enduser/home.aspx. In the URL, the Web server name you type is the same name that was specified during Service Manager setup. To publish an announcement for an incident 1. In the Service Manager console, click Administration. 2. In the Administration pane, expand Announcements, and then click All Announcements. 3. In the Tasks pane, click Create Announcement. 4. In the form that appears, type a name for the announcement in the Display Name box. For example, type Check Printer IR302. 5. In the Title box, type a title for the announcement. For example, All check printers will be offline from 1 P.M. to 2 P.M. today. 6. In the Body box, type the content of the announcement. For example, type Printer technicians are servicing the MICR check printers from 1 P.M. to 2 P.M. today as part of their annual maintenance program. 7. In the Expiration Date box, set a future expiration date for the announcement. 8. In the Priority list, select the appropriate priority level. To validate the announcement publication y Open the Self-Service Portal, and verify that the new announcement appears under IT announcements.

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Troubleshooting Incidents
The procedure in this section describes how to troubleshoot incidents. For a detailed description of the complete scenario for troubleshooting incidents, see Sample Scenario: Managing Incidents and Problems.

Follow this step to troubleshoot incidents.

Task Description

Step 1: How to Troubleshoot an Incident Using a Service Map

Describes how to troubleshoot an incident using a service map to view the configuration items that are part of a service.

Note You might not be able to successfully troubleshoot all incidents with this step.

How to Troubleshoot an Incident Using a Service Map

You can use the following procedures to troubleshoot an incident using a service map. A service map is a visual representation of a service from the perspective of the business and user that shows critical dependencies, settings, and areas of responsibility. Because a service map can show the relationship between incidents and configuration items, it is especially useful when you troubleshoot issues that might affect multiple incidents and configuration items. For example, if an incident affects one configuration item, other configuration items that are part of the service might also be affected. If necessary, you can add additional configuration items as items that are affected by the same open incident. Additionally, when you use the Service Components tab to view the service map, you can easily determine whether there are active incidents or change requests open for a service component. When any incidents affect a service component, that component is marked with an orange icon resembling a square containing an exclamation point. When a change request affects a service component, the component is marked with a special blue icon resembling a square containing a right-pointing arrow. To view incidents that affect service components 1. In the Service Manager console, click Configuration Items. 12

2. In the Configuration Items pane, expand Business Services, and then click All Business Services. 3. In the All Business Services list, double-click a business service. For example, doubleclick Exchange Service. 4. In the dialog box that opens, click the Service Components tab. Note that the list of service components includes configuration items. For example, the list might include computers running Microsoft Exchange Server. When a service component is marked with an icon, the icon indicates that an incident is associated with the service component. 5. Select a configuration item. For example, select the Exchange01.woodgrove.com server. Note the ID of the record that appears under Related work items for the selected item. To add related service components to an open incident 1. In the list of service components, select an item that has an active incident. 2. Under Related work items for the selected item, select a work item and then click Open to open the incident. 3. Under Affected Items, click Add. 4. In the Select objects dialog box, select the configuration item to add to the incident, click Add, and then click OK. 5. Click OK to update the incident, and then return to the Service Components tab for the service. 6. Repeat the previous steps to add other service components to the open incident. 7. Click OK to close the service item. To validate that the service components were added to an incident y Open the business service to which you added the incident, and then click the Related Items tab. Verify that the new incident appears under Work items affecting this configuration item.

Managing a Problem
In Service Manager, problems are records that are created to help prevent future problems and incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. Analysts can use the Service Manager console to create problem records and to associate incidents with problems.

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Follow these steps to manage problems.

Task Description

Step 1: How to Create and Edit Problem Records Step 2: How to Resolve Problem Records and Related Incidents Automatically Step 3: How to Link an Incident or Change Request to a Problem Record

Describes how to create and edit problem records to group related incidents. Describes how to resolve a single problem to automatically close the related incidents. Describes how to link an incident or change request to an associated problem record.

How to Create and Edit Problem Records

You can create a new problem record from the Service Manager console, from an incident view, or from an incident form. To create a new problem record from the console 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Problem Management, and then click Active Problems. 3. In the Tasks pane, click Create Problem. 4. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions. 5. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions. 6. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box. 7. In the Source list, select the source of the problem request. 8. Select the appropriate values in the Category, Impact, and Urgency boxes. 9. Click OK. To create a new problem record from an incident view 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Incident Management, and then click All Incidents. 3. In the All Incidents list, search for incidents whose titles match the problem record that you want to create, and then click Search. For example, search for restricted 14

permission. 4. In the search results, select the incidents for which you want to create a problem record. In the Tasks pane under Selected Items, click Create Problem. 5. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions. When you create a problem by using this method, the problem form inherits the title from the open incident if a single incident was selected. If multiple incidents were selected, the Title box is blank. You can change the title of the problem record. 6. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions. 7. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box. 8. In the Source list, select the source of the problem request. 9. Select the appropriate values in the Category, Impact, and Urgency boxes. 10. Click OK. To create a new problem record from an incident form 1. Make sure that an incident is already open. Then, under Tasks, click Create Problem. 2. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions. When you create a problem using this method, the problem form inherits the title from the open incident. You can change the title of the problem record. 3. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions. 4. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box. 5. In the Source list, select the source of the problem request. 6. Select the appropriate values in the Category, Impact, and Urgency boxes. 7. Click OK. To edit a problem record 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Problem Management, and then click Active Problems. 3. In the Active Problems view, double-click a problem. For example, double-click the Outlook E-Mail Restricted Permissions problem. 4. In the problem form, edit information that needs to be changed. For example, if a workaround is found for the problem, click the Resolution tab. Then, in the Workarounds field, type the workaround steps. 15

5. Click OK. To validate the creation of a new problem record y In the Tasks list, click Refresh to view the new problem record, or open the problem record to view the revised information.

How to Resolve Problem Records and Related Incidents Automatically

You can use the following procedure to resolve a problem record and the incidents that are associated with it. To resolve a problem record and the incidents that are associated with it 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Problem Management, and then click Active Problems. 3. In the Active Problems view, double-click the problem record that you want to resolve. Then, in the Tasks pane, click Resolve. 4. Click the Resolution tab, and then click to select the Auto-resolve all incidents associated with this problem check box. 5. In the Resolution category box, select the appropriate category. 6. In the Resolution description box, type a summary of the resolution for this problem record. For example, type Application of Exchange Server 2007 SP1 fixed the restricted permission problem that affected users across forests. 7. Click OK. To validate problem and incident resolution y Verify that the incidents associated with the problem record appear in the All Incidents view and that they have a status of Resolved. Note It might take a few minutes for the incident status to be updated to Resolved.

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How to Link an Incident or Change Request to a Problem Record

You can use the following procedure to link an incident or change request to a problem record if you created a problem record without linking it to an existing incident or change request. To link an incident or change request to a problem record 1. In the Service Manager console, click Work Items. 2. In the Work Items pane, expand Problem Management, and then click Active Problems. 3. In the Active Problems view, double-click a problem record. For example, double-click the Outlook E-mail Restricted Permissions problem record. 4. In the problem form, click the Related Items tab. 5. Under Work Items, click Add. 6. In the Select objects dialog box, either select a work item, or search for and select one or more work items to link to the problem record. Click Add, and then click OK. 7. Click OK to close the form. To validate the link y In the Active Problems view, open the problem record to which you linked a work item, click the Related Items tab, and then verify that the items you linked appear under Work Items.

Reports available in Service Manager

The following reports are available in Service Manager.
Report area Report name Description

Incident management Incident management

Incident analyst report Incident detail Provides detailed information for a specific incident.

Incident management Incident management

Incident SLA List of Incidents Provides a list of all incidents within a certain timeframe. 17

Report area

Report name

Description

Problem management Problem management

List of Problems Problem detail

Provides a list of all problems within a certain timeframe. Provides detailed information for a specified problem.

How to View the Report Catalog

You can use the following procedure to view the catalog of reports available in System Center Service Manager 2010. To view the report catalog 1. In the Service Manager console, click Reporting. 2. Expand Reports, and then click a folder. For example, click Incident Management. The reports that are available are displayed in the results pane of the Report console.

How to Add Permissions for Reports

By default, all System Center Service Manager 2010 users have access to reports through the Reporting workspace. However, before users who do not have administrator permissions can view the Reporting workspace, you need to add permissions through SQL Server Reporting Services (SSRS). You can grant access at the root level, which enables a user to view the Reporting workspace and all the reports in Service Manager. You can also grant restricted access to specific report folders (such as the Incident report folder) or to individual reports. The following procedure describes how to grant SSRS access for all the Service Manager reports to an Active Directory group (woodgrove\SCSMReportAccess). To add SSRS permissions 1. On the computer on which SQL Server Reporting Services is installed, start Report Manager. 2. Locate the folder or report for which you want to define access. For example, locate the Service Manager root folder. 3. Click Properties, and then click Security. 4. Click New Role Assignment. 5. Type the name of the Active Directory group or user in the Group or user name box. For 18

example, type woodgrove\SCSMReportAccess. 6. Set the roles for the group or user. Select the Browser check box to grant access to run reports. 7. Click OK.

How to Run a Report

You can use the following procedure to run a report in System Center Service Manager 2010. In this procedure, you run an incident management report to determine how many incidents were resolved in the previous week. Note Before you can run a report, the ETL process must be complete. For more information about the ETL process and about how to schedule it to run, see How to Enable Data Warehouse Jobs Schedules in the Service Manager Deployment Guide (http://go.microsoft.com/fwlink/?LinkId=180671). The Service Manager data warehouse does not create dimensions for classes or relationships in unsealed management packs. If you are using an unsealed management pack, you will not see any data from that management pack in your reports. Because of this, the best practice is to model all classes and relationships in sealed management packs. For this example, you must have previously created an incident. Otherwise, the report will return no data. To run a report 1. In the Service Manager console, click Reporting. 2. Expand Reports, and then expand a report folder. For example, expand Incident Management. Click the name of the report you want to run. For example, click List of Incidents Report. 3. In the Tasks list, click Run Report. 4. Click Parameter Control Header to display the parameter controls for the report. Use these parameters to customize the report. Each report has a set of parameters you can use to search and filter for the specific items you want to include in the report. For example, in the List of Incidents report, you can set the following parameters: y Date Filter you can search by the date the incident was created, by the date it was resolved, or by the date it was closed. 19

y y y y y y y y y y y y y

Assigned To Priority ID Description Resolution Description Contact Method Source Status Classification Support Group Urgency Impact Resolution Category

5. In the Start Date list, select the date one week before the current date (today), and then click anywhere in the form. 6. Optionally, specify other criteria that you want to filter. 7. In the Tasks list, click Run Report. 8. In the report, review the data to ensure the incident information that you want to view is displayed. If you do not see the information you expect, revise the criteria, and then run the report again by clicking Run Report. In reports that show lists or additional detail (such as the associated sub-reports in the List of Incidents report), you might see multiple rows that contain the same information. This is because an instance can have multiple types (for example, a computer is a Computer and a Windows Computer and a Managed Windows Computer). The granularity for these reports is per type per instance, so these multiple types result in multiple rows. Note If there is no data in the report, ensure that the ETL process is complete. A delay might occur between the start of the process and when data is available for reports.

How to Export Report Data

You can use the following procedure in System Center Service Manager 2010 to export a report into several different types of files so that you can use the data from the reports in different tools.

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For example, you can export the report data into a comma-separated value (CSV) file and then import it into Microsoft Office Excel. To open the report and then export the report data 1. In the Service Manager console, click Reporting. 2. Expand Reports, and then click any view. For example, click Incident Management. 3. In the Incident Management view, select List of Incidents Report, and then in the Tasks list, click Run Report. 4. Click Parameter Control Header to display the parameter controls for the report. Use these parameters to customize the report. 5. In the Start Date list, select the date one week before the current date (today), and then click anywhere in the form. 6. Optionally, specify other criteria that you want to filter. 7. In the Tasks list, click Run Report. 8. In the List of Incidents report, review the data to ensure the incident information that you want to view is displayed. If you do not see the information you expect, revise the criteria, and then run the report again by clicking Run Report. 9. Click the Export icon, and then select the format in which you want to save the report. In the list, select one of the following: y y y y y y y XML file with report data CSV (comma delimited) Acrobat (PDF) file MHTML (web archive) Excel TIFF file Word

10. Save the file to the desktop with a file name of your choice, and then close the report form.

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