Install Service Manager

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Service Manager is an integrated platform that allows organizations to automate and adapt organization IT Service Management to industry’s best practice, in a single product Service manager provides built-in process for incident and problem resolution, change control and, main focus of this post, assess lifecycle management or if you prefer CMDB like features.

With its inventory and asset data gathering capabilities you could be tempted to think of Configuration Manager as a CMDB tool but simply put that’s not its job as while gathered computer data be customized it is purged regularly from the database true enough retention settings can be modified to retain data for longer period in the long run will impact ConfigMgr server performances and generally speaking it is not a good idea.

In this article I will show you the step-by-step process to Install Service Manager for more how-to and in depth articles don’t forget to visit the System Center Service Manager page where you will find an indexed version of all Service Manager Articles.

The reference architecture I will use throughout the article is the single server deployment which works well only because this will be a LAB deployment and I will not be deploying the Self Service portal which is a web application hosted on SharePoint 2010, in a typical real world scenario at least three servers (two for the smallest deployments) will be needed one for the data warehouse server, one for the self-service portal and one for the service manager server itself.

Install service manager pre-requisites

The first requirement to install service manager on a Windows 2012 R2 machine is .Net Framework 3.5.1 which can easily be installed via either Server Manager or through command line with the following command

dism.exe /Online /Enable-Feature /All /FeatureName:NetFX3 /Source:D:sourcessxs Deployment 
Image Servicing and Management tool Version: 6.3.9600.17031 
Image Version: 6.3.9600.17031 
Enabling feature(s) 
The operation completed successfully.

Once this has been taken care of the other requirement is that of deploying SQL Server as this will be a single server deployment, without data warehouse,  just install SQL Server 2012 on the server you can follow my article on how to  install SQL for Configuration Manager just be sure to select the following components during the install process

  • Database Engine Services
  • Full-Text and Semantic Extractions for Search
  • Analysis Services
  • Reporting Services – Native
  • Management Tools Complete

The Management tools component is not required for Service Manager but will make the SQL Server management much easier.

[su_note note_color=”#ffff96″ text_color=”#000000″ radius=”5″]Note: In the server configuration page be sure to select Latin1_General_100 accent sensitive for both Database Engine and Analysis Services the final result should look like the following

SQL Collation

so to be able to to support languages rather than English in your Service Manager deployment. You can refer to this article for more information about language support in System Center Service Manager.[/su_note]

Last requisite to install service manager is Microsoft Report Viewer  which can be found on the service manager DVD disk under X:amd64Prerequisites or X:x86Prerequisites where X is your DVD drive letter. what is

Create Accounts to Install Service Manager

To be able to install Service Manager you will be asked to provide details for some service accounts that will be used to carry on tasks and grant access to the Management Group below the list of accounts and groups that I have used in my lab

  • mcsesmsa – Service Manager Administrator Account member of local Admin group on the Service Manager Server
  • mcsesmwf – Service Manager Workflow Account member of the SM-ManagementGroup-Admins group
  • SM-ManagementGroup-Admins – Global Security Group to hold administrators of the Management Group

It is important to note that the account used for workflows needs to be member of the Service Management Admin Group (SM-ManagementGroup-Admins in the above example) for email notifications to work properly it goes alone this account needs to have enough permissions to send email through Exchange.

Install Service Manager management server

Once all components are in place to install service manager you simply launch setup.exe from mounted ISO or Service Manager DVD and in the first screen choose Install Service Manager management Server

Install Service Manager

In the following window you will be asked to input the product key or given the option to install service manager in evaluation mode

Service Manager Trial

[su_note note_color=”#ffff96″ text_color=”#000000″ radius=”5″]Note: Be aware that you cannot convert evaluation to RTM/Full installation like you would normally do with other products, if you install Service Manager in evaluation mode the only way to install a license key is to run Setup again reinstalling the product but using a different database. If any management or integration pack have been imported in the database you will need to export them and import again once the fully license version of Service Manager has been installed..[/su_note]

In the Installation Location  simply select where you would like Service Manager binaries to be installed when you click next Service Manager setup will run  requisite checker and will warn you if any software component is missing or hardware configuration is not correct, if you followed all steps to this point requisite checker should not highlight any issue

Service Manager Prerequisites

In the Configure Service Manager Database page select the option to create a new database, using an existing database is useful in recovery scenarios but I will talk about it in another article, adjust database name and size according to your needs as this will be a demo deployment I’ve just accepted default settings

Database Configuration

In the following page you will be given the option to name your Management group and define the Administrators group which was previously created

Management Group Configuration

In the Configure the account for service Manager services you can specify if Service Manager will run under the LocalSystem account or a dedicated service account which in our case will be mcsesmsa the same has been done for the Workflow account configuration page

Service Manager Credentials

Workflow account

Choose if you want to participate in customer experience improvement program  and if Windows Update should be configured to download and install updates for Service Manager

Service Manager Update

Review Installation Summary page and click next to initiate the installation process

Servi e Manager Summary

Install Service Manager Wizard

Once the installation is complete click on the Close button, leaving default check box selections so to start the Encryption Key or Restore Wizard which will guide you through the process of creating a backup encryption key that will be used in case you need to restore the Service Manager server

Service Manager Restore

Just click Next on the first page of the wizard and then select the option to Backup the encryption key

Encryption Key Backup Wizard

Backup Encryption Key

Specify a path where the encryption key will be stored and provide a strong password for it making sure to note it down as it will be needed in case of a restore

Encryption KEy Backup Path

Encryption Key Password

Service Manager Backup Complete

Once the encryption key backup is complete you can launch the service manager console to make sure everything worked as intended on the first run you will be asked to which management server you want to connect as only one is present not much to choice here

Service Manager Console

If everything was installed correctly the Service Manager console will appear where you can start configuring the management server

Service Manager Console Full

In  subsequent articles I will show how to configure the Active Directory Connector  for a full AD integration and how to configure incidents and common activities.


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