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System Center 2012 R2 – High Availability: Service Manager

System Center 2012 R2 – High Availability: Service Manager

To continue series about how to implement each product of System Center 2012 R2 suite as highly available and how to backup & recover them, in this article we will focus on System Center Service Manager.

For remember System Center Service Manager 2012 R2 is composed of six major parts, as described below:

  • Service Manager Management Server: Contains the main software part of a Service Manager installation. You can use the Service Manager management server to manage incidents, changes, users, and tasks.
  • Service Manager Database: The database that contains Service Manager configuration items (CI) from the IT Enterprise; work items, such as incidents, change requests, and the configuration for the product itself. This is the Service Manager implementation of a Configuration Management Database (CMDB).
  • Data Warehouse Management Server: The computer that hosts the server piece of the data warehouse.
  • Data Warehouse Databases: Databases that provides long-term storage of the business data that Service Manager generates. These databases are also used for reporting.
  • Service Manager Console: The user interface pieces that is used by both the help desk analyst and the help desk administrator to perform Service Manager functions, such as incidents, changes, and tasks. This part is installed automatically when you deploy a Service Manager management server. In addition, you can manually install the Service Manager console as a stand-alone part on a computer (such as client computer).
  • Self-Service Portal: A web-based interface into Service Manager, that will be mainly used by end-users to create, check and close work items, such as incidents or requests.

In order to make your Service Manager infrastructure highly available you will have to:

  • Deploy multiple load-balanced management servers.
  • Deploy the Service Manager databases on a SQL Server failover cluster or highly available virtual machine.
  • Deploy multiple web content and portal servers.

Backing up Service Manager involves backing up the following elements:

  • Service Manager encryption keys
  • Service Manager database
  • Service Manager data warehouse database

You can backup the Service Manager encryption keys using the SecureStorageBackup.exe command line utility from an elevated command prompt. And you can backup the Service Manager database and the data warehouse database using SQL Server Management Studio or by using DPM.

Additionally, to recover a Service Manager deployment, perform the following general steps (you can learn more about Service Manager disaster recovery here):

  • Restore the encryption key.
  • Install the new Service Manager management server on a computer that has the same name as the original management server.
  • In the event that SQL Server was also installed on the Service Management management server, install SQL Server and restore the Service Manager database.
  • Run the Service Manager installation Wizard, and select the Use and Existing Database option, providing the details of the SQL instance that host the Service Manager database.