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 Windows Vista 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 ........................................... 12 How to Add the APP3 Server to the Domain ................................................................................. 12 How to Install the Web Server (IIS) role and .NET Feature on APP3 ........................................... 14 How to Add Users to the Corp Domain ......................................................................................... 14 Step 2: Install SQL Server 2012 on APP1 and APP2. Install SQL Server 2008 on APP3............ 16 Step 3: Prepare for Service Manager 2012 SP1 Deployment ....................................................... 17 How to configure SQL Server 2012 features for Service Manager 2012 SP1 .............................. 17 Step 4: Install Service Manager 2012 SP1 ................................................................................... 18 How to Install the Service Manager Management Server ............................................................. 19 How to Install the Service Manager Data Warehouse ................................................................... 21 How to Install the Service Manager Console ................................................................................ 22 How to Install SharePoint 2010 Foundation .................................................................................. 23 How to Install the Service Manager Self-Service Portal ................................................................ 25 Step 5: Verify the installation ......................................................................................................... 26 How to Validate the Installation of Service Manager Management Server 2012 SP1 .................. 27 Step6: Preserve the Configuration ................................................................................................ 28 Step 7: Configure Service Manager to import data from the Active Directory Domain ................. 29 How to Create an Active Directory Connector ............................................................................... 29 Step 8: Configure Incident Settings ............................................................................................... 30

How to Configure Incident Settings ............................................................................................... 31 Step 9: Configure Service Manager User Roles ........................................................................... 32 How to Configure User Roles ........................................................................................................ 33 Step 10: Incident Management ...................................................................................................... 34 How to Create an Incident ............................................................................................................. 34 How to Resolve an Incident ........................................................................................................... 36

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 organizations 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. Install SQL Server 2012 on the applications computers you created in the previous step. Install System Center Service Manager 2012 Service Pack 1 (SP1) using this guide.

Base Configuration Test Lab Guide (http://go.microsoft.com/fwlink/p/?LinkId=236358)

SQL Server 2012 Test Lab 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 5

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. 6

Service Manager 2012 SP1 Configuration

DC1 corp.contoso.com 10.0.0.1

APP3 Self-Service SharePoint 2010 Foundation SQL Server 2008

10.0.0.5

Corpnet 10.0.0.0/24

Cloud

APP1 Service Manager Management Server SQL Server 2012 10.0.0.3

Client 1
APP2 Data warehouse Management Server SQL Server 2012 10.0.0.4

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 System Center Service Manager 2012 SP1 Manager 2012 Service Pack 1 (http://technet.microsoft.com/en-us/evalcenter/hh505660) (SP1) (trial software) SharePoint Foundation Self-Service Portal requires SharePoint Foundation Server 2010 7

Software

Additional Information

Server 2010 SQL Server 2012

(http://www.microsoft.com/en-us/download/details.aspx?id=5970) Microsoft SQL Server 2012 Trial Software (http://www.microsoft.com/enus/download/details.aspx?id=29066)

Windows Server 2012

Download Windows Server 2012

(http://technet.microsoft.com/enUS/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/enus/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

DC1 corp.contoso.com 10.0.0.1

APP3 Self-Service SharePoint 2010 Foundation SQL Server 2008

10.0.0.5

Corpnet 10.0.0.0/24

Cloud

APP1 Service Manager Management Server SQL Server 2012 10.0.0.3

Client 1
APP2 Data warehouse Management Server SQL Server 2012 10.0.0.4

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 Server 2012 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.

10

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.

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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 1. In the Server Manager pane, click Features. 2. In the Features pane, click Add Features. 3. Perform the following steps in the Add Features Wizard: a. On the Select Features page, click .NET Framework 3.5.1 Features. b. On the Add Features Wizard page, click Add Required Role Services. c. On the Select Features page, click Next three times. d. On the Confirm Installation Selections page, click Install. e. On the Installation Results page, click Close. 4. Close Server Manager.

How to Add the APP3 Server to the Domain

The APP3 server will host your SharePoint Foundation Server 2010 and self-service portal. The APP3 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 APP3 1. Start the installation of Windows Server 2008 R2 Enterprise Edition. A Windows Server 2008 R2 Evaluation Free 180-Day Trial is available at http://go.microsoft.com/fwlink/?LinkId=102582. 12

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 APP3 to a network that has Internet access and run Windows Update to install the latest updates for Windows Server 2008 R2. 4. Connect APP3 to the Corpnet subnet. To configure TCP/IP properties 1. In Initial Configuration Tasks, click Configure networking. 2. In the Network Connections window, right-click Local Area Connection, 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 10.0.0.5. 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 Advanced, and then click the DNS tab. In DNS suffix for this connection, type corp.contoso.com, click OK twice, and then click Close. 7. Close the Network Connections window and leave the Initial Configuration Tasks window open. 8. To check name resolution and network communication between APP2 and DC1, click Start, click All Programs, click Accessories, and then click Command Prompt. 9. In the Command Prompt window, type ping dc1.corp.contoso.com. 10. Verify that there are four replies from 10.0.0.1. 11. Close the Command Prompt window. To join APP3 to the CORP domain 1. In Initial Configuration Tasks, click Provide Computer Name and Domain. 2. In the System Properties dialog box, on the Computer Name tab, click Change. 3. In Computer Name, type APP3. In 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 to 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 Switch User, click Other User and then log on to the CORP domain with the User1 account. 11. In Initial Configuration Tasks, click Do not show this window at logon, and then click 13

Close.

How to Install the Web Server (IIS) role and .NET Feature on APP3
Before you install SQL Server 2008 on the APP3 server, you will need to install the Web Server (IIS) role and .NET Framework 3.5. Install the Web Server (IIS) role 1. On the Windows desktop, click Start, click Administrative Tools, and then click Server Manager. 2. In the console tree of Server Manager, click Roles. 3. In the details pane, click Add Roles, and then click Next. 4. On the Select Server Roles page, select Web Server (IIS), and then click Next three times, and then click Install. 5. Verify that the installation was successful, and then click Close. Install .NET Framework 3.5 1. In the Server Manager pane, click Features. 2. In the Features pane, click Add Features. 3. Perform the following steps in the Add Features Wizard: a. On the Select Features page, click .NET Framework 3.5.1 Features. b. On the Add Features Wizard page, click Add Required Role Services. c. On the Select Features page, click Next three times. d. On the Confirm Installation Selections page, click Install. e. On the Installation Results page, click Close. 4. Close Server Manager.

How to Add Users to the Corp Domain

Add the following users to the corp.contoso.com domain controller.

14

User

Logon

Role

Jeff Ford Garret Young Aaron Lee Phil Gibbons Kathy Jordan

jford gyoung alee pgibbons kjordan

Computer Repair Technician E-mail Administrator Accountant CEO Help Desk Call Taker

To add users to the domain controller 1. Log on to the DC1 computer with the CORP\Administrator account. 2. On the Windows desktop, click Start, click Administrative Tools, and then click Active Directory Users and Computers. 3. In the Active Directory Users and Computers pane, expand corp.contoso.com, rightclick Users, point to New, and then click User. 4. In the New Object User dialog box, follow these steps: a. In First name, type Jeff. b. In Last name, type Ford. c. In User logon name, type jford, and then click Next. d. In Password and Confirm password, type a strong password. e. Clear the User must change password at next logon check box and select the Password never expires check box, click Next, and then click Finish. 5. In the Active Directory Users and Computers pane, right-click the user Jeff Ford, and then click Copy. 6. In the Copy Object User dialog box, follow these steps: a. In First name, type Garret. b. In Last name, type Young. c. In User logon name, type gyoung, and then click Next. d. In Password and Confirm password, type a strong password, click Next, and then click Finish. e. Repeat steps 6a 6d for the remaining users, Aaron Lee, Phil Gibbons, and Kathy Johnson. 7. In the Active Directory Users and Computers pane, click Close.

15

Step 2: Install SQL Server 2012 on APP1 and APP2. Install SQL Server 2008 on APP3
Carry out the instructions in the SQL Server Test Lab Guide. They describe how to install SQL Server 2012. For more information, see the SQL Server 2012 Enterprise Test Lab Guide (http://www.microsoft.com/en-us/download/details.aspx?id=29572). The SQL Server 2012 Test Lab Guide shows you how to install SQL Server on the APP1 server. For this lab, you will need to perform the same procedure on both the APP1 and APP2 servers. On APP3 Follow the instructions in the SQL Server Test Lab Guide. They describe how to install SQL Server 2008 R2. For more information, see the SQL Server 2008 R2 Enterprise Test Lab Guide (http://go.microsoft.com/fwlink/?LinkId=206340). The instructions in the SQL Server test lab guide use the default collation (SQL_Latin1_General_CP1_CI_AS). Using the default collation in SQL Server will cause the following warning to appear when you install Service Manager 2012 SP1.

Multiple languages will not be not supported in Service Manager if you use the default collation (SQL_Latin1_General_CP1_CI_AS). If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. If you are not planning to support multiple languages in your test lab, you can use the default collation. If you want to test multiple languages in your Service Manager test lab, you will want to change the collation used by SQL Server. During SQL Server setup, on the Server Configuration page, click the Collation tab, and then click Customize for both the Database Engine and Analysis Services entries. For more information about multiple language support, see "Language Support for Service Manager 2012 SP1" in the System Center Service Manager 2012 SP1 Planning Guide (http://go.microsoft.com/fwlink/?LinkId=207215). Important Use the same SQL Server collations for both installations on APP1 and APP2. You can download a copy of Microsoft SQL Server 2012 Trial Software at http://www.microsoft.com/en-us/download/details.aspx?id=29066.

16

Step 3: Prepare for Service Manager 2012 SP1 Deployment

This section describes how to prepare the APP1 and APP2 computers for System Center Service Manager 2012 SP1 deployment. In the Base Configuration Test Lab Guide, you installed Windows Server 2012 making User1 the domain administrator. For the purposes of this test lab guide, you will be using this account to both run setup and for the various accounts you will be creating in Service Manager. This section also describes how to install a mandatory hotfix and security update.

How to configure SQL Server 2012 features for Service Manager 2012 SP1
You will need to add a few features in order to have a fully working Service Manager database, data warehouse database and Self-Service Portal.

Configure APP1 SQL Server Features 1. On APP1 navigate to the directory that contains the SQL Server 2012 Enterprise binaries and double-click Setup.EXE. This will launch the SQL Server Installation Center. 2. On the SQL Server Installation Center, on the left, click Installation. 3. On the right, click New installation or add features to an existing installation . This will launch the SQL Server 2012 Setup. 4. On the Setup Support Rules screen, click Next. 5. On the Installation Type screen, click Add features to an existing instance of SQL Server 2012, and then click Next. 6. On the Feature Selection screen, click Full-Text and Semantic Extractions for Search. Under Share features, click Reporting Services SharePoint and Reporting Services Add-in for SharePoint Products, then click Next. 7. Click Next four times. 8. On the Ready to Install screen click Install. 9. On the Complete screen click Close.

Configure APP2 DATA WAREHOUSE SQL Server Features 1. On APP2 navigate to the directory that contains the SQL Server 2012 Enterprise binaries and double-click Setup.EXE. This will launch the SQL Server Installation 17

Center. 2. On the SQL Server Installation Center, on the left, click Installation. 3. On the right, click New installation or add features to an existing installation. This will launch the SQL Server 2012 Setup. 4. On the Setup Support Rules screen, click Next. 5. On the Installation Type screen, click Add features to an existing instance of SQL Server 2012, and then click Next. 6. On the Feature Selection screen, click Full-Text and Semantic Extractions for Search, click Analysis Services, and then click Reporting Services Native. 7. Click Next four times. 8. On the Ready to Install screen click Install. 9. On the Complete screen click Close.

Configure APP3 SQL Server Features

1. On APP1 navigate to the directory that contains the SQL Server 2008 Enterprise binaries and double-click Setup.EXE. This will launch the SQL Server Installation Center. 2. On the SQL Server Installation Center, on the left, click Installation. 3. On the right, click New installation or add features to an existing installation . This will launch the SQL Server 2012 Setup. 4. On the Setup Support Rules screen, click Next. 5. On the Installation Type screen, click Add features to an existing instance of SQL Server 2008, and then click Next. 6. On the Feature Selection screen, click Full-Text Search, then click Next. 7. Click Next four times. 8. On the Ready to Install screen click Install. 9. On the Complete screen click Close.

Step 4: Install Service Manager 2012 SP1

In this test lab, you will install the Service Manager management server and data warehouse management server on two computers. The first computer, APP1 hosts the Service Manager management server and the Service Manager database. The second computer, APP2, hosts the

18

data warehouse management server and the data warehouse databases. This deployment topology is shown in the following diagram. Service Manager Parts

Important For this release, Service Manager 2012 SP1 does not support case-sensitive instance names. Setup fails if you try to install Service Manager 2012 SP1 on a case-sensitive instance of Microsoft SQL Server.

How to Install the Service Manager Management Server

The first step in the installation process is to install the Service Manager management server, the Service Manager database, and the Service Manager console on the APP1 computer. To install the Service Manager management server, Service Manager database, and console 1. Log on to the APP1 computer that will host the Service Manager management server by using the User1 account. 2. On the Service Manager installation media, double-click the Setup.exe file. 3. On the Service Manager Setup Wizard page, click Service Manager management 19

server. 4. On the Product registration page, type information in the boxes. In the Product key boxes, type the product key that you received with Service Manager, or as an alternative, select Install as an evaluation edition (180 day trial. Read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next. 5. On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager management server will be installed. 6. On the System check results page, make sure that the prerequisite check passed or at least passed with warnings, and then click Next. 7. If the prerequisite checker determines that the Microsoft Report Viewer Redistributable has not been installed, click Install Microsoft Report Viewer Redistributable. After the Microsoft Report Viewer Redistributable 2008 (KB971119) Setup Wizard completes, click Check prerequisites again Warning A warning message appears if you are using the default collation (SQL_Latin1_General_CP1_CI_AS). Support for multiple languages in Service Manager is not possible when you are using the default collation. If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. See "Microsoft SQL Server 2012 Standard and Enterprise in the System Center Service Manager 2012 SP1 Planning Guide (http://go.microsoft.com/fwlink/?LinkId=209672) 8. On the Configure the Service Manager management group page, follow these steps: a. In the Management group name box, type Contoso for the management group name. Caution Management group names must be unique. Do not use the same management group name when you deploy a Service Manager management server and a Service Manager data warehouse management server. Also, do not use the management group name that is used for Operations Manager. b. Click Browse, enter User1, click Check Names, click OK, and then click Next. 9. On the Configure the account for Service Manager services page, click Local System account, and then click Next. 10. On the Configure the Service Manager workflow account page, click Local System account, and then click Next. 11. On the Help improve System Center page, click No, I am not willing to participate, and then click Next. 12. On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next. 13. On the Installation summary page, click Install. 20

14. On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.

How to Install the Service Manager Data Warehouse

The second step in the two-computer installation process is to deploy the data warehouse management server and the data warehouse databases on the second computer. To install a data warehouse management server and data warehouse databases 1. Log on to the computer APP2 by using the User1 account. 2. On the Service Manager installation media, double-click the Setup.exe file. 3. On the Service Manager Setup Wizard page, click Service Manager data warehouse management server. 4. On the Product registration page, type information in the boxes. In the Product key boxes, type the product key you received with Service Manager, or select Install as an evaluation edition (180 day trial)?. Read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next. 5. On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager data warehouse management server will be installed. 6. On the System check results page, make sure that prerequisites passed or at least passed with warnings, and then click Next. 7. On the Configure data warehouse databases page, Service Manager checks the computer you are using to see whether it can host the data warehouse databases. For this configuration, confirm that the database server is the computer on which you are installing the data warehouse management server, and then click Next. Warning A warning message appears if you are using the default collation (SQL_Latin1_General_CP1_CI_AS). Support for multiple languages in Service Manager is not possible when you are using the default collation. If you decide later to support multiple languages using a different collation, you will have to reinstall SQL Server. See Microsoft SQL Server 2012 Enterprise in the System Center Service Manager 2012 SP1 Planning Guide (http://go.microsoft.com/fwlink/?LinkId=207215). 8. On the Configure the data warehouse management group page, follow these steps: a. In the Management group name box, append the DW_ by typing Contoso. The 21

result being that the management group name is DW_Contoso. Caution Management group names must be unique. Do not use the same management group name when you deploy a Service Manager management server and a Service Manager data warehouse management server. Also, do not use the management group name that is used for Operations Manager. b. Click Browse, enter User1, click Check Names, click OK, and then click Next. 9. Service Manager will use the existing computer if SQL Server Reporting Services is present. On the Configure the reporting server for the data warehouse page, accept the defaults, and then click Next. 10. On the Configure the account for Service Manager services page, click Domain account, type the user name User1, type the password, and domain for the account, and then click Test Credentials. After you receive a The credentials were accepted message, click Next. 11. On the Configure the reporting account page, type the user name User1, type the password, and domain for the account, and then click Test Credentials. After you receive a The credentials were accepted message, click Next. 12. On the Configure Analysis Service for OLAP cubes page, click Next. 13. On the Configure Analysis Services credential page, click Domain account, type the user name User1, type the password, and domain for the account, and then click Test Credentials. After you receive a The credentials were accepted message, click Next. 14. On the Help improve System Center page, click No, I am not willing to participate, and then click Next. 15. On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next. 16. On the Installation summary page, click Install. 17. On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.

How to Install the Service Manager Console

The next step is to install the Service Manager console on the CLIENT1 computer. To install a Service Manager console 1. Log on to the computer Client1 by using the User1 account. 2. On the Service Manager installation media, double-click the Setup.exe file. 3. On the Microsoft System Center Service Manager 2012 SP1 page, click Install a 22

Service Manager console. 4. On the Product registration page read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license agreement, and then click Next. 5. On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the location in which the Service Manager console will be installed. 6. On the System check results page, make sure that prerequisites passed or at least passed with warnings, and then click Next. 7. On the Help improve System Center page, click No, I am not willing to participate, and then click Next. 8. On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next. 9. On the Installation summary page, click Install. 10. On the Setup completed successfully page, select Open the Service Manager console when Setup closes selected, and then click Close. 11. On the Connect to Service Manager Server dialog, type app1.corp.constoso.com, and then click Connect.

How to Install SharePoint 2010 Foundation

In this procedure, you install the prerequisite software components for SharePoint Server 2010

To install the SharePoint Server 2010 prerequisite software Foundation on APP3. 1. On APP3, log on using the User1 user account. 2. On APP3, navigate to the location that contains the SharePoint Server 2010 installation files and double-click SharePointFoundation.exe. 3. On the SharePoint Server 2010 Start page, click Install software prerequisites. 4. On the Welcome to the Microsoft SharePoint Products Preparation Tool page, click Next. 5. On the License Terms for software product page, review the terms, select the I accept the terms of the License Agreement(s) check box, and then click Next. 6. On the Installation Complete page, click Finish. Its recommend to restart your computer after the installation of the prerequisites. 7. On the Installation Complete page, click Finish. In this procedure, you install SharePoint Server 2010 on APP3 23

To install SharePoint Server 2010 1. On DC1, click Start, point to Administrative Tools, and then click Active Directory Users and Computers. 2. In the console tree, open corp.contoso.com, right-click Users, point to New, and then click User. 3. In the New Object - User dialog box, in Full name, type SPFarmAdmin, and in User logon name, type SPFarmAdmin. 4. Click Next. 5. In Password and in Confirm password, type Pass1word$. 6. Clear User must change password at next logon. 7. Click Next, and then click Finish. 8. On SQL1, log on with the User1 account. 9. Click Start, click All Programs, click Microsoft SQL Server 2012, and then click SQL Server Management Studio. 10. In Connect to Server, click Connect. 11. In SQL Server Management Studio, in the tree pane, open Security. 12. Right-click Logins, and click New Login. 13. In Login New, type CORP\SPFarmAdmin in Login name. 14. In the Select a page pane, click Server Roles. 15. In the Server Roles pane, select dbcreator, and then click OK. 16. Close SQL Server Management Studio. 17. On the SharePoint Server 2010 Start page, click Install SharePoint Server. 18. On the Enter Your Product Key page, enter your product key as needed, and then click Continue. For the 180-day trial version of SharePoint Server 2010, use the Evaluation . 19. On the Read the Microsoft Software License Terms page, review the terms, select the I accept the terms of this agreement check box, and then click Continue. 20. On the Server Type tab, click Complete, and then click Install Now. 21. When Setup finishes, a dialog box prompts you to complete the configuration of your server. Ensure that the Run the SharePoint Products and Technologies Configuration Wizard now check box is selected. 22. Click Close to start the configuration wizard. 23. On the Welcome to SharePoint Products page, click Next. 24. In the dialog box that notifies you that some services might need to be restarted during configuration, click Yes. 25. On the Connect to a server farm page, click Create a new server farm, and then click Next. 26. On the Specify Configuration Database Settings page, type APP3 in Database server, type CORP\SPFarmAdmin in User name, type P@ssword1 in Password, and then click Next. 24

27. On the Specify Farm Security Settings page, type Pass1word$ in both Passphrase and Confirm passphrase, and then click Next. 28. On the Configure SharePoint Central Administration Web Application page, click Next. 29. On the Completing the SharePoint Products Configuration Wizard page, click Next. 30. On the Configuration Successful page, click Finish. Internet Explorer launches with a tab named Initial Farm Configuration Wizard. 31. In the Help Make SharePoint Better dialog box, click No, I dont wish to participate, and then click OK. 32. For How do you want to configure your SharePoint farm?, click Start the Wizard. 33. On the Configure your SharePoint farm page, in Service account, click Use existing managed account,. 34. On the Create Site Collection page, click Skip. 35. On the This completes the Farm Configuration Wizard page, click Finish. The Internet Explorer tab shows the SharePoint 2010 Central Administration site. 36. Install SharePoint Foundation 2010 SP1.

How to Install the Service Manager SelfService Portal

After youve installed SQL Server 2008 SP1 and SharePoint Foundation 2010 SP1. You will now deploy the Service Manager Self-Service Portal on the APP3 computer. To install the Self-Service Portal 1. Log on to the APP3 computer using the User1 account. 2. On the System Center 2012 Service Manager installation media, double-click the Setup.exe file. 3. On the Microsoft System Center Service Manager Setup Wizard page, click Service Manager Web portal. 4 On the Portal Parts page, click Web Content Server, click SharePoint Web Parts, and then click Next

5. On the Product registration page, read the Microsoft Software License Terms, and, if applicable, click I have read, understood, and agree with the terms of the license terms, and then click Next. 6. On the Installation location page, verify that sufficient free disk space is available, and then click Next. If necessary, click Browse to change the installation location of the Service Manager management server. 25

Note We recommend that you install the Self-Service Portal in the default location. Installing the Self-Service Portal in another location will require that you make configuration changes in IIS. 6. On the System check results page, make sure that the prerequisite check passed or at least passed with warnings, and then click Next. 7. On the Configure the Service Manager self-service portal name and port page, follow these steps: a. In the Web site name box, accept the default name. b. In the Port text box, accept the port 444. c. In the SSL certificate list, select APP1.corp.contoso.com, and then click Next. Note SSL is required of the Self-Service Portal. 8. On the Select the Service Manager database page, follow these steps: a. In the Database server box, make sure that APP1 is displayed. b. In the SQL Server instance list, make sure that Default is displayed. c. In the Database list, select ServiceManager. d. Click Next. 9. On the Configure account for the Service Manager self-service portal page, click Local System account, and then click Next. 10. On the Help improve System Center page, click No, I am not willing to participate, and then click Next. 11. On the Use Microsoft Update to help keep your computer secure and up-to-date page, click I do not want to use Microsoft Update, and then click Next. 12. On the Installation summary page, click Install. 13. On the Setup completed successfully page, clear Open the Encryption Backup or Restore Wizard, and then click Close.

Step 5: Verify the installation

You can use the following procedure to validate installation of System Center Service Manager 2012 SP1. In this procedure, the first computer, APP1 is the computer on which you installed the Service Manager management server, the Service Manager database, and Service Manager console. The second computer, APP2 is the computer that hosts the data warehouse management server and the data warehouse databases. For further information about the configuration and use of System Center Service Manager 2012 Service Pack 1 (SP1), see the following two guides: 26

1. System Center Service Manager 2012 SP1 Administrator's Guide (http://technet.microsoft.com/en-us/library/hh519705.aspx) 2. System Center Service Manager 2012 SP1 Operations Guide (http://technet.microsoft.com/en-us/library/hh519673.aspx)

How to Validate the Installation of Service Manager Management Server 2012 SP1
To validate the Service Manager management server installation On the first computer, APP1, verify that the Program Files\Microsoft System Center 2012\Service Manager folder exists. Run services.msc and verify that the following services are installed, that they have a status of Started, and that the startup type is Automatic: System Center Data Access Service System Center Management System Center Management Configuration

To validate the Service Manager console installation 1. On the first computer, APP1, Press Win Key on your keyboard, and then click Service Manager Console. 2. The first time that you run the Service Manager console, the Connect to Service Manager Server dialog box appears. In the Server name box, enter the computer name of the server that hosts the Service Manager management server In this example, type APP1. 3. The Service Manager console successfully connects to the Service Manager management server. To validate the data warehouse management server installation On the second computer APP2, run services.msc, and verify that the following services are installed: System Center Data Access Service System Center Management System Center Management Configuration

To validate the Service Manager database 1. On the second computer, APP1, Press Win Key on your keyboard, and then click SQL Server Management Studio. 2. In the Connect to Server dialog box, follow these steps: 27

a. In the Server Type list, select Database Engine. b. In the Server Name list, type APP1. c. In the Authentication list, select Windows Authentication, and then click Connect. 3. In the Object Explorer pane, expand Databases. 4. Verify that the ServiceManager database is listed. 5. Exit Microsoft SQL Server Management Studio. To validate the data warehouse installation 1. On the second computer, APP2, Press Win Key on your keyboard, and then click SQL Server Management Studio. , and then click SQL Server Management Studio. 2. In the Connect to Server dialog box, follow these steps: a. In the Server Type list, select Database Engine. b. In the Server Name list, type APP2. c. In the Authentication list, select Windows Authentication, and then click Connect. 3. In the Object Explorer pane, expand Databases. 4. Verify that the DWDataMart, DWRepository, and DWStagingAndConfig databases are listed. 5. Exit Microsoft SQL Server Management Studio. To validate the installation of the Self-Service Portal 1. On the first computer, APP3, start Windows Internet Explorer. Note The address of the Self-Service Portal uses the Hypertext Transfer Protocol Secure (HTTPS) protocol. 2. In the address box, type https://app3.corp.contoso.com:444/SMPortal/, and then press ENTER. 3. In the Windows Security dialog box, type User1 and your password, and then click OK. Verify that the Self-Service Portal home page appears.

Step6: Preserve the Configuration

This completes the System Center Service Manager 2012 Service Pack 1 (SP1) test lab. To save this configuration so that you can quickly return to a working Service Manager 2012 SP1 configuration from which you can test other Test Lab Guides (TLG), TLG extensions, or for your own experimentation and learning, do the following: 28

Preserve the configuration 1. On all physical computers or virtual machines in the test lab, close all windows and then perform a graceful shutdown by clicking Start, and then clicking Shutdown. 2. If your lab is based on virtual machines, save a snapshot of each virtual machine and name the snapshots Service Manager 2012 SP1. If your lab uses physical computers, create disk images to save the Service Manager 2012 SP1 test lab configuration

Step 7: Configure Service Manager to import data from the Active Directory Domain
Part of your installation of System Center Service Manager 2012 Service Pack 1 (SP1) is the Service Manager database that you installed on the APP1 computer along with the Service Manager management server. Now you want to start populating this database with configuration items, items such as users, computers, printers, and so on. Active Directory Domain Services contains this information in your enterprise. You create a connector to import this data from your domain controller.

How to Create an Active Directory Connector

Use the following procedure to create and validate an Active Directory connector on the APP1 computer. To create an Active Directory connector 1. Log on to the APP1 computer by using the User1 account. 2. On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console. 3. In the Administration pane, click Connectors. 4. In the Tasks pane, under Connectors, click Create Connector, and then click Active Directory Connector. 5. In the Active Directory Connector Wizard, follow these steps: a. On the Before You Begin page, click Next. b. On the General page, in the Name box, type ContosoAD. Ensure that the Enable this connector check box is selected, and then click Next. c. On the Domain or organizational unit page, select Use the domain: corp.contoso.com.

d. In the Credentials area, click New. 29

e. In the Run As Account dialog box, in the Display name box, type User1. In the User name box, type User1. In the Password box, type the password for User1, and then click OK. f. On the Domain or organizational unit page, click Test Connection. g. In the Test Connection dialog box, click OK. h. On the Domain or organizational unit page, click Next. i. j. k. On the Select objects page, select All computers, printers, users, and user groups, and then click Next. On the Summary page, ensure that the settings are correct, and then click Create. On the Completion page, click Close.

6. In the Connectors pane, click the ContosoAD connector that you created. 7. In the Tasks pane, under ContosoAD, click Synchronize Now. 8. In the Synchronize Now dialog box, click OK. 9. In the Connectors pane, scroll to the right and review the Status column for a status of Finished Success. Occasionally, in the Tasks pane, click Refresh. Note To complete the synchronization of data from the Active Directory domain takes a few minutes. To validate Active Directory connector 1. In the Service Manager console, click Configuration Items. 2. In the Configuration Items pane, expand Computers, expand All Windows Computers, and verify that the intended computers from the Active Directory domain appear in the All Windows Computers pane. Note The DC1, CLIENT1, APP1 and APP2 computers appear.

Step 8: Configure Incident Settings

You can use Service Manager to create incidents. There are several settings you can preconfigure for the incidents that you will be creating. For example, you can configure the number of files and the sizes of files that can be attached to an incident. You can also define the priority level assigned to an incident based on impact and urgency. You then define resolution times based on priority. Use the following procedures to configure incident settings.

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How to Configure Incident Settings

Use the following procedure on the APP1 computer to set file attachment limits, incident priority values, and resolution times. To set file attachment limits 1. Log on to the APP1 computer by using the User1 account. 2. On the Windows desktop, click Start, point to All Programs, click Microsoft System Center, and then click Service Manager Console. 3. In the Service Manager console, click Administration. 4. In the Administration pane, expand Administration, and then click Settings. 5. In the Settings pane, click Incident Settings. 6. In the Tasks pane, under Incident Settings, click Properties. 7. In the Incident Settings dialog box, click General. 8. Set Maximum number of attached files to 5. Note In this release, you have to type the number 5 in the list. 9. Set Maximum size (KB) to 500. Note When you create an incident or edit an existing one, you cannot attach more than five files, and each file cannot be larger than 500 KB. To set incident priority 1. In the Incident Settings dialog box, select Priority Calculation. 2. For each of the High, Medium, and Low settings for both impact and urgency, select an incident priority value from 19 as shown in the following diagram: Setting Priority Based on Impact and Urgency

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To set resolution times 1. In the Incident Settings dialog box, select Resolution Time. 2. For each of the priority settings of 19, specify the amount of time for incident resolution as shown in the following diagram, and then click OK. Setting incident resolution times

3. In the Incident Settings dialog box, click OK.

Step 9: Configure Service Manager User Roles

Earlier in this lab, you added users to the domain controller. The following users and their roles in the company are listed in the following table.
User Logon Role

Jeff Ford Garret Young Aaron Lee Phil Gibbons Kathy Jordan

jford gyoung alee pgibbons kjordan

Computer Repair Technician E-mail Administrator Accountant CEL Help Desk Call Taker 32

So far in this lab, you have been logging on to the Service Manager console with the User1 account, and User1 was defined as a Service Manager administrator when you installed Service Manager. As a result, when User1 logs on to the Service Manager account, User1 has had the rights to make administrative changes to Service Manager, for example, create connectors. In this lab, Jeff Ford is a person to whom you can assign incidents, and Jeff Ford can also resolve incidents. Kathy Johnson is a telephone contact at the help desk, and she needs the rights to open and assign incidents, but in her current role, she is not allowed to resolve them.

How to Configure User Roles

Use the following procedure to configure user roles. To configure User Roles 1. Log on to the CLIENT1 computers by using the CORP\User1 account. 2. On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console. 3. In the Service Manager console, click Administration, expand Security, and then click User Roles. 4. In the User Role pane, click Incident Resolvers. 5. In the Tasks pane, click Properties. 6. In the Edit User Role wizard, click Users. 7. On the Users page, click Add. 8. In the Select Users or Groups page, in the Enter the object names to select box, type jford, click Check Names, and then click OK. 9. On the Users page, click OK. Note You have now assigned Jeff Ford to the Incident Resolvers user role in Service Manager. As a member of this role, Jeff can have incidents assigned to him and resolve them. 10. In the User Role pane, click Problem Analysts. 11. In the Tasks pane, click Properties. 12. In the Edit User Role wizard, click Users. 13. On the Users page, click Add. 14. In the Select Users or Groups page, in the Enter the object names to select box, type kjordan, click Check Names, and then click OK. 15. On the Users page, click OK. Note You have now assigned Kathy Jordan to the Problem Analyst user role in Service 33

Manager. As a member of this role, Kathy can create and view incidents, but cannot resolve them. Up to this point, you have been using the Service Manager console as the user User1, where User1 is a Service Manager administrator, and you have had access to all of the features of the console. For now, make a note that, as an administrator, you can click Administration, Library, Work Items, Configuration Items, Data Warehouse, and Reporting.

Step 10: Incident Management

In this section, you create and resolve an incident. In this exercise, User1 had discovered that a red LED on one of the hot-swappable hard drives is flashing on the APP1 computer. User1 calls the help desk. Kathy Jordan answers the call, opens a Service Manager console, and then opens an incident for this issue. She assigns this incident to Jeff Ford to resolve this issue. Upon receipt of the incident, Jeff removes the failed hard drive and replaces it with a new one. He then resolves the incident.

How to Create an Incident

In this exercise, the user User1 had discovered that a red LED on one of the hot-swappable hard drives is flashing on the APP1 computer. User1 calls the help desk. Kathy Jordan answers the call, opens a Service Manager console, and then opens an incident for this issue. She assigns this incident to Jeff Ford so that he will install another hard drive. To create an incident 1. On the CLIENT1 computer, log on as the user kjordan. 2. On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console. 3. In the Connect to Service Manager Server dialog box, in the Server name box, type APP1, and then click Connect. Note The Connect to Service Manager Server dialog box is only displayed the first time you start the console, and because this is the first time that Kathy Jordan (kjordan) has started the console, she is prompted to specify the Service Manager management server computer name. 4. In the Service Manager console, click Work Items, and then click Incident Management. 34

5. In the Tasks pane, click Create Incident. 6. Complete the following procedures in the Incident IR2 New form. a. In the Affected user box, type User1, and then click the green check button (just to the right of the Affected user box). b. In the Title box, type Hard drive failure on APP1. c. In the Description box, type a description of the problem. For example, type On the APP1 computer, a red LED is flashing on the second hard drive (second from the top).

d. In the Classification category list, select Hardware Problems. e. In the Source list, select Phone. f. In the Impact list, select Low. g. In the Urgency list, select High. Note Impact was set to Low because this is a backup hard drive. Urgency was set to High as this problem occurred on a critical business computer. As a result of the priority calculation table that you created How to Configure Incident Settings, this incident is rated a priority level of 3. h. In the Support Group list, select Tier 1. i. In the Assigned to box, click the ellipses () button. Note The Select User dialog box displays. Because the Active Directory connector you created earlier imported both users and computers into the Service Manager database, you can use this list to select a user to assign this incident to. j. k. l. In the Available objects list, click the First Name column header two times. Scroll down the list and click Jeff Ford, and then click OK. Scroll down the Incident form and in the Affected Items area, click Add. Note Again, because the Active Directory connector imported computers into the Service Manager database, you can select the affected computer from this list. m. In the Available objects list, click APP1.corp.computer.com, click Add, and then click OK. n. In the Incident form, click OK. To verify the incident 1. In the Service Manager console, in the Incident Management pane, in the Views area, click All Incidents. 2. In the All Incidents pane, observe that your newly created incident is displayed. 35

Note If your incident is not displayed immediately, in the Tasks pane, in the All Incidents area, click Refresh. Now that you are running the Service Manager console as Kathy Jordan, and because Kathy's user role within Service Manager is that of a Problem Analyst, notice that she has access to only Work Items and Configuration Items in the Service Manager console. 3. Close the Service Manager console. 4. On the Windows desktop, click Start, click the right arrow next to Shut down, and then click Log off.

How to Resolve an Incident

Jeff Ford (jford) has removed the defective hard drive and replaced it with a new one. Jeff logs on to the CLIENT1 computer to resolve the incident. To resolve an incident 1. Log on to the CLIENT1 computer with the user name jford. 2. On the Windows desktop, click Start, click All Programs, click Microsoft System Center, and then click Service Manager Console. 3. In the Connect to Service Manager Server dialog box, in the Server name box, type APP1, and then click Connect. Note The Connect to Service Manager Server dialog box is only displayed the first time you start the console, and because this is the first time that Jeff Ford (jford) has started the console, he is prompted to specify the Service Manager management server computer name. 4. In the Service Manager console, click Work Items, expand Incident Management, and then click All Open Incidents. 5. In the All Open Incidents pane, click the incident with the ID of IR2. 6. In the Tasks pane, under the incident, click Resolve. Note The Resolve dialog box is displayed. 7. In the Resolution Category list, select Fixed by analyst. 8. In the Comments box, type Replaced defective hard drive with a spare. Replication to the new hard drive is complete. Returning the defective hard drive to the manufacturer for warranty replacement. 36

9. Click OK. 10. In the Tasks pane, click Close. 11. In the Comments box, type Replaced hard disk, and then click OK. 12. In the Tasks pane, under All Open Incidents, click Refresh. 13. Verify that your incident is no longer displayed.

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