Installation Guide Live Maps for System Center

Transcription

1 Installation Guide Live Maps for System Center

2 Contents 1. Introduction About This Guide Supported Products Related Documents Understanding Live Maps Upgrade Notice Installing Savision Live Maps Frequently Asked Questions - Installation Which versions of SCOM does Savision Live Maps work with? What are the computer requirements for Live Maps? Pre-Installation Tasks What User Names and Passwords do I need? What Roles & Features do I need to install? SCOM Console install with Connectivity to SCOM Installation Scenarios Express Installation \ Live Maps Web Portal Setup Savision Web Portal Default URL Advanced Installation \ Savision Live Maps Setup Installing the Savision Live Maps Authoring Console Installing the Savision Live Maps Portal Select the Authentication Method to your Live Maps Portal Savision Live Maps Portal Website IIS Application Pool Launching the Savision Live Maps Authoring Console Licensing Savision Live Maps Software Footprint and Backups Live Maps Operations Manager Extension System Requirements Installation Verification De-installation Live Maps Mobile Device Notification Service Firewall Considerations Installation Upgrade Verification Configuration Security

3 4.7 De-Installation Live Maps Portal - Web Configuration SCOM SDK and SQL Server Authentication Setting SQL Operation and Data Warehouse Databases SCOM SDK MAX Alerts and Ignore informational Alerts Disable Help Deploy in a De-Militarized Zone (DMZ) Ability to change the Default Theme via Web.Config Ability to update CI labels; update frequency - Diagrams Dashboards Max Alerts Context Size - Health Explorer Window Multi-Threading for Summary Dashboards performance improvement Live Maps Mobile Console System Requirements Installation Configuration FAQS During the Installation of the Mobile Device notification service I get prompted for System Center Operations Manager credentials, why do I need to specify there? Why is there a slight delay in receiving notifications on a state change? How do I delete a favorite view (regardless of my Mobile Platforms)? De-Installation Show affected Live Maps Alert Task Introduction Installation and Configuration De-Installation Live Maps Service Manager Integration System Requirements Upgrade Notice Installation Setup the Live Maps Connector Verification Business Services Verification Change Management Uninstall Steps Live Maps ServiceNow Integration Firewall Considerations Installation and Configuration Verification Upgrade De-Installation

4 9.6 CI Mapping and Relationships Live Maps BMC Remedy Integration Firewall Considerations Installation and Configuration Verification Upgrade De-Installation Obtaining Documentation, Obtaining Support

5 1. Introduction 1.1 About This Guide This guide describes the steps required to successfully install Live Maps for Operations Manager and Service Manager. 1.2 Supported Products This version of the product is supported on System Center Operations Manager (SCOM) 2016 and 2012 R2. The Service Manager integration is supported on System Center Service Manager (SCSM) 2016 and 2012 R Related Documents Document Live Maps Getting Started Guide Live Maps Advanced Authoring and Operations Guide Description Step-by-step basic authoring and operations scenarios. Step-by-step advanced authoring and operations scenarios. 1.4 Understanding Live Maps Live Maps is a must have to implement Business Service Management when you are using Microsoft System Center. Live Maps structures and visualizes your monitored IT components in SCOM 2012 R2 and 2016 such that it becomes very easy for all stake holders in your organization to understand what the impact and root cause of service outages are. It offers out of the box dashboards for C-level management, Service Owners, IT management, Helpdesk and Application and Infrastructure Engineers. To get familiar with the features of this Live Maps release please follow the step-by-step instructions described in the Getting Started guide. 1.5 Upgrade Notice When you are upgrading from a previous version of Live Maps you can just replace the Live Maps components. All dashboards created with previous versions of Live Maps will be preserved. Special attention is required when upgrading the Live Maps Service Manager Integration. The details can be found in section 8.2 of this guide. Any previously used License Key will not work with Live Maps v8. To request a new License Key for Live Maps v8, contact the Savision Sales Team via at sales@savision.com or use the contact form at /contact. The steps to perform a Live Maps upgrade can be found here: "Upgrading Live Maps to the latest version V8.X" 5

6 2. Installing Savision Live Maps 2.1 Frequently Asked Questions - Installation Which versions of SCOM does Savision Live Maps work with? Savision Live Maps supports Microsoft System Center Operations Manager (SCOM) versions: SCOM 2012 SCOM 2012 SP1 SCOM 2012 r2 SCOM What are the computer requirements for Live Maps? The Live Maps Authoring Console and Live Maps Portal are separate installations that are recommended to be installed on separate machines. The Live Maps Authoring Console can be installed on Windows 2012 Server, Windows 10 or Windows 8 with network connectivity to your SCOM environment. The Live Maps Portal is installed on a Windows 2012 Server or Windows 2016 Server with the IIS role with network connectivity to your SCOM environment. Component Minimum Requirement Recommended Processor 1.4 GHz 2 GHz or faster Memory 2 GB RAM 4 GB or greater Available Server Disk Space 2 GB 4 GB or greater Available SCOM Disk Space 20 GB 20 GB or greater 2.2 Pre-Installation Tasks What User Names and Passwords do I need? Administrator access to the operation system to install the required software A username and password with read/write access to your SCOM Management Group What Roles & Features do I need to install? Add the following Roles & Features onto your Windows 2012 server: Roles: Web Server (IIS) Common Default Document Health and Diagnostics HTTP Logging Security Request Filtering Windows Authentication Application Development.Net Extensibility 3.5.Net Extensibility 4.5 ASP.NET 3.5 ASP.NET 4.5 ISAPI Extensions ISAPI Filters Management Tools IIS Management Console 6

7 Features:.NET Framework 3.5 Features.NET Framework 3.5 (includes.net 2.0 and 3.0) HTTP Activation.NET Framework 4.5 Features.NET Framework 4.5 ASP.NET 4.5 WCF Services HTTP Activation TCP Port Sharing SCOM Console install with Connectivity to SCOM The Savision Live Maps Authoring Console securely interacts with your SCOM environment and requires a SCOM Operation Console to be installed on your Windows 10 or Windows 2012 or Windows 2016 Server. Please refer to Microsoft s Technet article for details on installing a SCOM Operations Console: Once you have installed the SCOM Console, launch it and connect to your SCOM Environment. 2.3 Installation Scenarios To begin the installation of Live Maps, download Live Maps from the Savision Website and double click the installer.exe or mount and run the Live Maps.iso file Express Installation \ Live Maps Web Portal Setup The Live Maps Installation offers two installation paths. The Express Installation provides a quick setup for a Live Maps Web Portal. The Advanced Installation offers installation options to install all Live Maps components. In the Express Installation, enter a username and password with Read/Write access to SCOM environment. An IIS Application Pool and Web Site will be configured on the server. Enter the username and password with Read/Write access to your SCOM environment. Specifically, the user must have DB_datareader access to both of SCOM s OperationsManager and OperationsManagerDW databases. 7

8 The Live Maps Portal will automatically launch at the completion of the Express Installation Savision Web Portal Default URL The default URL for your Live Maps Portal will follow this example: Advanced Installation \ Savision Live Maps Setup Click Advanced Installation to install individual Live Maps Components. Live Maps Authoring Console Create, edit, save Dashboards, Services and Security settings for your Business Services Monitoring needs First Launch of the Authoring Console creates Management Packs and Roles in SCOM License your Live Maps installation with your License Key Operations Manager Extensions Live Maps Web Portal Inserts binaries into the OpsMgr Console to view Savision Dashboards in the SCOM Console Installs and configures a Live Maps Web Portal Select IIS Application Settings and Authentication Methods Mobile Notification Service Installs components for notifications to the Savision Live Maps Mobile Application ITSM Integration Installs Installs components to integrate Live Maps with supported ITSM solutions such as ServiceNow, BMC Remedy and Service Manager 2.6 Installing the Savision Live Maps Authoring Console Click Install Live Maps Authoring Console. Click Next to install the Live Maps Authoring Console to its default location or choose and alternate location. 8

9 2.7 Installing the Savision Live Maps Portal Select the Authentication Method to your Live Maps Portal Choose an Authentication Method based on the devices connecting to your Live Maps Portal. Select Forms Authentication to allow connections with non-windows based devices like Android-based smartphones and devices. Enter the name of your SCOM Management Server Savision Live Maps Portal Website The Live Maps Portal can be installed on a new (dedicated) Website or as an end point on any existing Website on the IIS server (for example, the Default Website) The difference between the two options dictates the URL you wish to ultimately use. Using the Default Website will mean you have to use http(s)://myserveraddress/livemapsunityportal 9

10 The following steps will help you create a new Website on your IIS server. Perform these steps before running the Live Maps Installer if you want to install Live Maps Portal into a Website. 1. Log on to the Web Server (IIS server) computer as an administrator. 2. Click on the Start Menu and select Control Panel. 3. From the Control Panel select System and Security, then select Administrative Tools 4. From Administrative Tools double-click on Internet Information (IIS) Services Manager. 5. Once the IIS Manager appears, right mouse click on the Local Host (server name), and select the menu item Add Website. Fill in the information on this form to create a new Website: 6. Enter a Site name for the Website. This name is used internally to identify the Website in Internet Information Services (IIS) Manager only. 7. Either type in the Physical path to an existing folder or click the browse button (...) to select a folder. (NOTE: You will be asked during the Live Maps Portal installation for this folder location.) 10

11 8. Select a binding Type (http or https), then select the IP address to use for the Website. If you select All Unassigned the Website is accessible on all interfaces and all configured IP addresses. 9. Enter a Port number to publish the Website on. 10. Enter a Host name (A name that is to be used to access this site). 11. Click OK to create the new Website. This Website can now be selected in the Live Maps Portal Installer IIS Application Pool The Live Maps Portal installation creates an IIS Application Pool to connect to your SCOM environment. Select the Web Site for your Live Maps Portal and create a new Application Pool and enter a username and password of an account with Read/Write access to your SCOM environment. You can select an existing IIS Application Pool to connect to your SCOM environment. The Application Pool option "Load User Profile" must be manually set to "Enabled" in order to use Interactive Maps. Once you have completed the Live Maps Portal setup, select to Create a Desktop Shortcut and launch your Live Maps Portal. Connect to your Savision Live Maps Portal with the default URL: Launching the Savision Live Maps Authoring Console Once you have completed the installation, search your Windows 10, Windows 2012 or Windows 2016 Server Apps for Live Maps Authoring Console and click. Use Integrated Security with your current logon account or enter a separate username and password to connect to your SCOM environment. 11

12 2.8.1 Licensing Savision Live Maps The Live Maps Authoring Console will verify Licensing and the first-time launch it will prompt you to enter your Live Maps License key Software Footprint and Backups Savision Live Maps data is stored and maintained in your SCOM environment. Management Packs and Roles are created and maintained within your SCOM environment and Savision Live Maps Dashboards and Services will be backed up with your SCOM backups. A Live Maps Portal and Live Maps Authoring Console machines can be backed up as a part of your Corporate Backup strategy or recreated by reinstalling and connecting it to your SCOM environment. 3. Live Maps Operations Manager Extension 3.1 System Requirements The Live Maps Operations Manager Extension must be installed on a computer running the SCOM Operations Console. 12

13 3.2 Installation To install the Live Maps Operations Manager Extension, follow these steps: 1. Logon to a computer running the SCOM Operations Console. 2. Run Setup.LiveMaps2012.exe from the installation CD/ISO image. 3. Select the install Live Maps Operations Manager Extension option under Install and follow the installer instructions. 3.3 Verification To verify the Live Maps SCOM Extension installation, follow these steps: 1. Start the SCOM Operations Console (Start All Programs Microsoft System Center 2012 Operations Manager Operations Console). 2. In the Monitoring space open a view created with the Live Maps authoring console. 3.4 De-installation Remove the Live Maps Operations Manager Extension via Programs and Features in the Control Panel (or via the Add/Remove Programs option in the Control Panel on computers running previous Windows versions). 4. Live Maps Mobile Device Notification Service The Live Maps Mobile Device Notification Service is a Windows Service that will send notifications to mobile devices such as smart phones and tablets when the health states of individual Live Maps change. Only one Mobile Device Notification Service should be installed per Operations Manager management group. You do not need to install the service if you will not be using any mobile devices with Live Maps. Before installing the service, you should run the latest version of the Live Maps Authoring Console. This will ensure that the management packs that the service depends on are loaded into SCOM. 4.1 Firewall Considerations The server hosting the Live Maps Mobile Device Notification Service needs to be able to contact the management server on port The server also needs to be able to contact the outside world via https on port 443. The server should have the ability to resolve Installation To install the Live Maps Mobile Device Notification Service, follow these steps: 1. Logon to the computer that will host the Live Maps Mobile Device Notification Service. 2. Run Setup.LiveMaps2012.exe from the installation CD/ISO image 3. Select the Install Mobile Notifications option under Install and follow the installer instructions. 4. When prompted for System Center Operations Manager Credentials please provide the server name of a management server as well as the credentials of a user with Administrative rights within System Center Operations Manager. These credentials will not be shared with mobile devices, but will be used to update the devices within Operations Manager. 13

14 4.3 Upgrade 1. To upgrade the Live Maps Mobile Device Notification Service, follow these steps: 2. Logon to the computer that hosts the Live Maps Mobile Device Notification Service. 3. Run services.msc and stop the Live Maps Mobile Device Notification Service. If the service is not stopped before installing a newer version a reboot will be required. 4. Run Setup.LiveMaps2012.exe from the installation CD/ISO image. 5. Select the Install Mobile Notifications option under Install and follow the installer instructions. 6. When prompted for System Center Operations Manager Credentials please provide the server name of a management server as well as the credentials of a user with Administrative rights within System Center Operations Manager. These credentials will not be shared with mobile devices, but will be used to update the devices within Operations Manager. 4.4 Verification 1. To verify the Live Maps Mobile Device Notification Service installation, follow these steps: 2. Start the Operations Manager Console. 3. Navigate to the folder Monitoring Live Maps Mobile Mobile Device Notification Service. 4. Verify that the service is eventually discovered and reported as healthy by Operations Manager (this will require that the server hosting the Live Maps Mobile Device Notification Service is monitored by Operations Manager). 4.5 Configuration If necessary, modify the Live Maps Mobile Device Notification Service configuration using the Mobile Device Notifier Configuration application (Start All Programs Savision Live Maps for SCOM 2012 Mobile Device Notifier Configuration). 4.6 Security Mobile users need access to Live Maps Registered Mobile Device data. This can be ensured by making sure the group scope of the mobile user role contains the All Live Maps Registered Mobile Devices group. 4.7 De-Installation Remove the Live Maps Mobile Device Notification Service via Programs and Features in the Control Panel (or via the Add/Remove Programs option in the Control Panel on computers running previous Windows versions). NOTE: Due to an issue in the installation of Live Maps Version 7.1 and Version 7.2, the uninstall action can raise the following exception: To help you resolve this issue you can download the following tool (Download Tool). This tool will look up the location of the MSI in the registry then stop the Mobile Notification Service. It will correct the MSI and restart the uninstall process for you. 14

15 If you wish to upgrade your current version to the Live Maps 7.3 or a later version you can do so without being affected by this issue. 5. Live Maps Portal - Web Configuration 5.1 SCOM SDK and SQL Server Authentication Setting SQL Operation and Data Warehouse Databases Direct connections to the SCOM database are used for several read only SQL Queries. The following authentication modes are supported: Windows authentication using integrated security (default) The IIS website application pool user account is used. Windows authentication using credentials - The connection is made by impersonating the user with the credentials defined in the web.config. SQL authentication A SQL authentication connection is configured by setting the user credentials to be used in the appsettings section of the web.config: <appsettings> <!-- SQLAuthentication: WindowsIntegrated, WindowsCredentials, SQLCredentials --> <add key="portal:sqlauthentication" value="sqlcredentials" /> <add key="portal:sqluser" value="" /> <!-- Clear text or encrypted by provided PowerShell script in installation folder --> <add key="portal:sqlpassword" value="" /> </appsettings> SCOM SDK The application account is used for the following two features: Static URL link navigation. Mobile data service. The following authentication modes are supported: Windows authentication using integrated security (default) - The IIS website application pool user account is used. Windows authentication using credentials - The connection is made by passing the credentials defined in the web.config to the SCOM Data Access Service. <appsettings> <!-- SDKAuthentication: WindowsIntegrated, WindowsCredentials --> <add key="portal:sdkauthentication" value="windowsintegrated" /> <add key="portal:sdkuser" value="" /> <!-- Clear text or encrypted by provided PowerShell script in installation folder --> <add key="portal:sdkpassword" value="" /> </appsettings> 15

16 SQL and SDK Passwords can be stored as plain text or encrypted base64 string created using the provided PowerShell script in the Installation folder MAX Alerts and Ignore informational Alerts The application now defaults to only collecting 1000 alerts per call and as of version 8.6 the Ignore Informational alerts on the settings page effects all calls for alerts to the backend. The default for the Maximum alerts to be retrieved can be overridden in the web.config file by either adding or editing the following line in the appsettings section: <appsettings> <add key="maxalerts" value="1000" /> </appsettings> Disable Help Some customers whom are behind a proxy or have an installation that cannot access the internet may want to disable the Help area calls to the Savision.com website to retrieve Knowledge base and Tutorial articles. The default is false but can be overridden in the web.config file by either adding or editing the following line in the appsettings section: <appsettings> <add key="disablehelp" value="false" /> </appsettings> The value must be either true or false. The value true will disable calls to Savision.com Deploy in a De-Militarized Zone (DMZ) Customers may need to use the Mobile Console and the Live Maps Portal from outside their network, while keeping their network highly secure. The solution to this is to deploy in a DMZ. This can be achieved by following this guide on our support portal: There is a difference in how mobile authentication operates when working in a DMZ. The default for DMZ behavior is false but can be overridden in the web.config file by either adding or editing the following line in the appsettings section: <appsettings> <add key="portal:indmz" value="true" /> </appsettings> Ability to change the Default Theme via Web.Config Default theme on install is "Light". However, you may override this by adding a line to the Web.Config in the appsettings section to use Dark or Blue instead. <appsettings> <add key="portal:theme" value="blue" /> </appsettings> 16

17 Or <appsettings> <add key="portal:theme" value="dark" /> </appsettings> Ability to update CI labels; update frequency - Diagrams Dashboards For those that have CI labels on a Diagram Dashboard that is dynamic and changes often (by Default the Portal will not update these labels) a line can now be added to the Web.Config that will update the labels periodically. Caution: this could be heavy on SCOM, we recommend a default value of every 24 hours. Add or edit the following line in the appsettings section: <appsettings> <add key="portal:diagramrefreshhours" value="24" /> </appsettings> Max Alerts Context Size - Health Explorer Window If an OOPS page is received on the "Health Explorer" details pane, this line, when added to the Web.config, gives the ability to increase the output Alerts Context size to correct this error. This setting enables larger Alert Context requests but may require an IIS reset when changed, especially with multiple worker processes. Add or edit the following line in the appsettings section: <appsettings> <add key="maxalertcontextsize" value="100000" /> </appsettings> Multi-Threading for Summary Dashboards performance improvement To improve the Summary Dashboards performance when loading we have added Multi- Threading by default. However, this may not be suitable for all client environments so there is the ablitity to add this override setting in the appsettings section of the Web.Config file to return it to Single Threading. Note: this will remove the performance improvement. <appsettings> <add key="portal:singlethreaddashboards" value="true" /> </appsettings> 6. Live Maps Mobile Console 6.1 System Requirements The Live Maps Mobile Console must be downloaded and installed through either the Apple App store or the Google Play store. On Android we require you to have version 2.3.3(Gingerbread) and up, on iphone we require version 5.0 and up. 17

18 To get states and other Live Maps information on your mobile device, we need the Live Maps Portal to be installed and be exposed to the internet. If you want to receive notifications on your devices, we need the Live Maps Mobile Device Notification Service to be installed. 6.2 Installation To install the Live Maps Mobile Console, depending on your device, follow these steps. On your mobile Android device: 1. Go to the Google Play store on you mobile device. 2. Tap the Search button in the upper right corner and type Savision Live Maps for Mobile. 3. After a couple of moments a list should appear with Savision Live Maps for Mobile, tap this. 4. Tap the Install button. 5. Review the EULA and permission required for the app to run. 6. Tap the Accept & Download button. On the Google Play store in your web browser: 1. Type Savision Live Maps for Mobile in the search bar at the top. 2. Click the Install button. 3. If you haven t signed in with your Google Account at this point, the store will ask you to do so. 4. Click the Install button again. 5. Click the Ok button. 6. The app will now begin to download and install on you mobile device. On your mobile ios device: 1. Go to the itunes Store app. 2. Tap on the Search button in the bottom. 3. In the search bar, type Live Maps Mobile, then tap Search. 4. After a couple of moments a list will appear with Live Maps Mobile. Tap on the app icon. 5. Tap on the Install button. 6. As part of the itunes store procedure, fill in your itunes password. 7. The app will now begin to download and install on your mobile device. On the itunes store: 1. In itunes, click on the itunes Store button in the upper right corner. 2. Type Live Maps Mobile in the search bar, located in the upper right corner and press enter. 3. In the iphone Apps section, located Live Maps Mobile and click the free button. 4. As part of the itunes store procedure, fill in your itunes password. 5. The app will now begin to download on your desktop. The next time you sync your iphone with itunes the app will be installed. 18

19 6.3 Configuration On your first launch of the app, it will prompt you to specify the Live Maps Portal address and the credentials you want to use to retrieve the dashboards. If you want to revisit these settings, you can always return to the settings screen and make adjustments. 6.4 FAQS During the Installation of the Mobile Device notification service I get prompted for System Center Operations Manager credentials, why do I need to specify there? Our notifications service needs to keep track of the mobile device and what Live Maps each device is interested in, so we know what notification to send and where to send them. We keep this information registered in the Savision Live Maps Mobile Device Notification Management Pack. We use the credentials provided to update this information. We do not share these credentials with the mobile clients. To see which devices are registered (and checkup on the health of the Notification Service) 1. Start the SCOM Operations Console (Start All Programs Microsoft System Center 2012 Operations Manager Operations Console). 2. In the monitoring space, navigate to the folder Live Maps Mobile. 3. Here you can check the health of the service in the Mobile Device Notification Service view or check which devices have been registered in the Registered Mobile Devices view Why is there a slight delay in receiving notifications on a state change? We poll SCOM every 5 minutes for states changes for the maps the devices have told it to monitor. If a state has changed in those 5 minutes we send a notification to the interested devices How do I delete a favorite view (regardless of my Mobile Platforms)? There are two ways of doing this: 1. In the Favorites Maps View locate the view you want to delete and swipe this view, tap the delete button that appears and wait for the favorite to disappear. 2. Navigate to the Search view (on Android: Menu Search, on ios: Configuration Favorite Views) and type the name of the favorite Live Map (or common denominator of multiple favorites) you want to remove. 3. After the search has completed you can deselect these Live Maps and then return to the Favorites view. 6.5 De-Installation On any ios device: 1. Locate the Live Maps Mobile app on your screen. 2. Tap and hold the Live Maps Mobile app. 3. Once all the icons the screen start shaking, press the X on the icon. 4. Confirm that you want to delete the app. 19

20 On any Android device: 1. Locate the settings app. 2. Navigate to Apps (or Applications) All Savision Live Maps for Mobile 3. Tap the Uninstall button. 4. Confirm that you want to delete the app. After this you will need to decide if the Live Maps Portal and the Live Maps Notification Service need to be de-installed. 7. Show affected Live Maps Alert Task 7.1 Introduction Live Maps allows you to launch the Live Maps Portal with the map that is affected by an alert shown on the SCOM Operations Console. 7.2 Installation and Configuration To install the Show Affected Live Maps task, follow these steps: 1. Open the Live Maps Authoring Console (Start All Programs Savision Live Maps for SCOM 2012 Authoring Console). 2. Open the Live Maps Portal URL dialog. (File Settings Live Maps Portal URL ) 3. Fill in a valid Live Maps Portal URL and click Accept. Now the task is automatically created or updated with this URL. 7.3 De-Installation Remove the Savision Live Maps Tasks using the System Center Operations Manager Operations Console. 8. Live Maps Service Manager Integration 8.1 System Requirements Before the Live Maps integration with Service Manager can be used, the proper connectors between SCSM and SCOM need to be established. Two connectors for SCOM are available in SCSM: 1. The configuration item (CI) connector that imports objects that are discovered by SCOM into the SCSM database. 2. An alert connector that can create incidents based on alerts. 20

21 In the section Importing Data and Alerts from Operations Manager of the SCSM Administrator s Guide the steps required to establish these connectors are described. The System Center Service Manager 2012 Product Documentation can be found here. 8.2 Upgrade Notice When you are upgrading from a previous version there are a couple things you need to take into account. The Service Manager integration that was part of Live Maps for 2007 version and Live Maps 2012 version synchronized maps and its members. Live Maps 7.0 and later will only synchronize services created with Live Maps. All connector instances from the previous version will be removed during upgrade. You will need to re-create them after the upgrade. Business Services created with old connectors will NOT be removed during the upgrade but will NOT be kept up-to-date by the new connector. You can migrate your current maps into the Live Maps service model and select the services in the new connector. 8.3 Installation To install the Live Maps integration in Service Manager, follow these steps: Note: If you are currently running Service Manager 2012 SP1 or you upgrade to that service pack in the future, please follow the instructions found in the section entitled PowerShell Tasks Created with the Authoring Tool Do Not Work Properly of the Service Manager 2012 SP1 Release Notes found at 1. Logon to a computer running the Service Manager Management Server. 2. Run Setup.LiveMaps2012.exe from the installation CD/ISO image. 3. Select the Install Service Manager Integration option under Installation and follow the installer instructions. 4. Open the Service Manager Console. 5. Go to the Administration pane. 6. Select the Settings node. 7. Open the Live Maps Settings. 8. Specify the URL to launch the Live Maps Portal. 9. Click the OK button. 10. Repeat step 1-3 on all machines that run the Service Manager Console. 8.4 Setup the Live Maps Connector 1. Open the Service Manager Console. 2. Go to the Administration pane. 3. Right click on Connectors. 4. Select Create Connector -> Live Maps Service Connector. 21

22 5. Provide a name for the connector. 6. Enter the server name and credentials to communicate with Operations Manager. Make sure the account used: Has at least read-only rights to all objects in SCOM Is part of the Administrator role in SCSM Is part of the local Administrators group on the SCSM management server or at least has access to the Windows temp folder. 7. Select the Live Maps Service you would like to synchronize with Service Manager. 8. Select the schedule at which the connector will synchronize. 9. Click Create. 10. To immediately synchronize the Live Maps connector, click on the connector you just created, and click Synchronize Now from the Tasks pane. 22

23 8.5 Verification Business Services 1. To verify the Live Maps integration in Service Manager, follow these steps: 2. Start the System Center Service Manager Console. 3. Go to the Configuration Items pane. 4. Open the folder Business Services -> All Business Services. 5. Select a business service in the All Business Services pane. 6. In the Tasks pane, launch the Open Service Map task. 7. The Live Maps Portal will launch, showing the service map associated with that business service. 8.6 Verification Change Management 1. To verify the Live Maps integration in Service Manager, follow these steps: 2. Start the System Center Service Manager Console. 3. Go to the Work Items pane. 4. Open the folder Work Items Change Management All Change Requests. 5. Select a change request in the All Change Requests pane. 6. In the Tasks pane, launch the Open Related Services task. 7. The Live Maps Portal will launch, showing the map with the affected item. 8.7 Uninstall Steps 1. Uninstall the Live Maps for OpsMgr Service Manager (2012) Integration using Programs and Features. 2. Logon to a computer running the System Center Service Manager Console. 3. Start the System Center Service Manager Console. 4. Go to the Administration pane. 5. Select the Management Packs node. 6. Delete each Savision Live Maps Management Pack in the Management Packs pane. 23

24 9. Live Maps ServiceNow Integration The Live Maps ServiceNow Integration Service is a Windows Service that will synchronize Live Maps Services and their related components with a CMDB database on a ServiceNow instance, every 24 hours (default). Only one ServiceNow Integration Service needs to be installed per Operations Manager management group. 9.1 Firewall Considerations The server hosting the Live Maps ServiceNow Integration Service needs to be able to contact a management server on port The server also needs to be able to contact the outside world via https on port Installation and Configuration To install the Live Maps ServiceNow Integration Service follow the steps below: 1. Install Live Maps into your ServiceNow instance through the ServiceNow Store ( 2. Once Live Maps is installed go to the ServiceNow instance, you will need to create a Live Maps user. Follow steps below: 1. In the search field enter Users. 2. Select the Users link under System Security. 3. On the Users list page select the New button. 4. On the new Users page enter the following information: User ID = Live_Maps_Service_User First name = Live Maps Service User Password = enter a password of your choice (The password will be used in the Live Maps ServiceNow Integration Service configuration dialog) 24

25 Check on the Web service access only checkbox. Finally select the Submit button. This will return you to the Users list page. NOTE: you may create a User ID of your own but the one listed above is the default that is used in the Live Maps ServiceNow Integration Service configuration dialog. 5. Once back on the Users list page search for the User that was just created above. In the Go to section select Name from the drop list. Now enter Live in the search field and push the Enter Key (on the keyboard). 6. Select the Live_Maps_Service_User link from the user list. 7. On the User page select the Edit button, this will allow you to enter the User Roles. 8. On the Edit Members page find and add the following role to the Roles list from the Collection list: 25

26 o x_savis_live_maps.live Maps Role Once the role have been added select the Save button. 9. Log into the computer that will host the Live Maps ServiceNow Integration Service. 10. Run Setup.LiveMaps2012.exe from the installation CD/ISO image. 11. Select the Install ServiceNow Integration option under the Installation section and follow the installer instructions. 12. When prompted for the Live Maps ServiceNow Integration Settings please enter the settings needed for the Service to run. o SCOM Management Server Enter the Name or IP address of a SCOM Management Server o SCOM Credentials Enter the User Name, Password and Domain of a SCOM user account that has permissions to read the services you want to synchronize. o ServiceNow URL Enter the URL of the ServiceNow instance. o ServiceNow Credentials Enter the User Name and Password of a ServiceNow user account that has enough permissions to create configuration items and relationships. (How to create this user is in section 9.2) o Services to synchronize. Choose to synchronize all services or select the individual services to be synchronized. o Create CI s if none exist The Live Maps ServiceNow Integration service can create configuration items when they do not exist in ServiceNow. By unchecking this checkbox it will only relate the configuration items with Business Services that already exist in ServiceNow. o Create known CI s only When this checkbox is checked only the Live Maps components we know of are synchronized to ServiceNow. If this checkbox is unchecked all components are synchronized with ServiceNow and the unknown components will be added as configuration items. o Synchronize every Choose how often the Live Maps ServiceNow service needs to synchronized with the ServiceNow instance. The default is 1440 minutes (every 24 hours). Once all of the information is entered select the OK button. 26

27 After installation the settings can be modify using the Live Maps ServiceNow Integration Settings dialog (Start All Programs Savision Live Maps for SCOM 2012 Savision Live Maps ServiceNow Integration Configurator). 9.3 Verification Once the install has been completed wait a few minutes for the services to be synchronized in the ServiceNow instance. Go to the ServiceNow instance and lookup Business Services. In the Business Services list you will be able to find the Business Services with the same name as your Live Maps Services in SCOM. Check to ensure that each Business Service has the correct configuration items. 9.4 Upgrade To upgrade the Live Maps ServiceNow Integration Service, follow these steps: 1. Logon to the computer that hosts the Live Maps ServiceNow Integration Service. 2. If you made changes to the %ProgramFiles%\Savision\Live Maps for OpsMgr 2012\ServiceNow Integration\MappingXML.xml file make sure you copy it to a safe location. 3. If you don t know the current configuration settings make sure you copy %ProgramFiles%\Savision\Live Maps for OpsMgr 2012\ServiceNow Integration\ Savision.LiveMaps.ServiceNow.IntegrationService.exe.config to a safe location. 4. Run services.msc and stop the Live Maps ServiceNow Integration Service. If the service is not stopped before installing a newer version a reboot will be required. 5. Follow the installation steps 2-4 from chapter 9.2. (Lookup the settings in the copied configuration file if needed.) 9.5 De-Installation Remove the Live ServiceNow Integration Service via Programs and Features in the Control Panel (or via the Add/Remove Programs option in the Control Panel on computers running previous Windows versions). 27

28 9.6 CI Mapping and Relationships In order to keep track of what object in SCOM is mapped to what configuration item in ServiceNow we store the SCOM ID in the built-in ServiceNow field correlation_id. In some case this conflicts with other solutions that integrate with ServiceNow which also use that same correlation_id field. In the Live Maps 8.9 release we have added a new advanced feature that allows the customization of the correlation_id field. With this new feature you will have to add a custom correlation_id field to every CI class in ServiceNow and then customize the field mappings in the transformation tables. Once that is completed go to the ServiceNow Integration configuration file Savision.LiveMaps.ServiceNow.IntegrationService.exe.config and modify the value in the new setting called 'Correlation_id_fieldName'. This will be used to override the default correlation_id field name. C:\Program Files\Savision\Live Maps for OpsMgr 2012\ServiceNow Integration Set the <value> to your new custom field name. </setting> <setting name="correlation_id_fieldname" serializeas="string"> <value>correlation_id</value> </setting> NOTE: Because this requires the knowledge of inbound web services and transformation mappings in ServiceNow this is an advanced setting and will only work if you know exactly what needs to be done on the ServiceNow side. 10 Live Maps BMC Remedy Integration The Live Maps BMC Remedy Integration Service is a Windows Service that will synchronize Live Maps Services and their related components with a CMDB database on a BMC Remedy instance, every 24 hours (default). Only one BMC Remedy Integration Service needs to be installed per Operations Manager management group Firewall Considerations The server hosting the Live Maps BMC Remedy Integration Service needs to be able to contact a SCOM management server on port The server also needs to be able to contact a BMC Remedy system running the Jetty service via http 8008 (default) or https 8443(default) port. Here you can find where the BMC Remedy REST API service ports are configured and how to configure the REST API service Installation and Configuration This integration requires a working System Center Operations Manager with Live Maps V8.1 or higher and a BMC Remedy environment including BMC Atrium CMDB. 28

29 NOTE: When using http to connect to the BMC Remedy REST API service the password is unencrypted in the http request when the integration service is logging in. Here you can find a solution for this. To install the Live Maps BMC Remedy Integration Service follow the steps below: 1. Log into the computer that will host the Live Maps BMC Remedy Integration Service. 2. Run Setup.LiveMaps2012.exe from the installation CD/ISO image. 3. Select the Install BMC Remedy Integration option under the Installation section and follow the installer instructions. 4. When prompted for the Live Maps BMC Remedy CMDB Integration Settings please enter the settings needed for the Service to run. o SCOM Management Server Enter the Name or IP address of a SCOM Management Server. o SCOM Credentials Enter the User Name, Password and Domain of a SCOM user account that has permissions to read the services you want to synchronize. o BMC Remedy Connector Type The integration service supports one connector type called Rest API for BMC Remedy 9.0 and higher, which can write directly to a data set in the BMC Atrium CMDB. o BMC Remedy URL Enter the URL of the BMC Remedy Jetty service. o BMC Remedy Credentials Enter the User Name and Password of a BMC Remedy user account that has enough permissions to create business services, configuration items and relationships. o Services to synchronize. Choose to synchronize all services or select the individual services to be synchronized. o Create CI s if none exist The Live Maps BMC Remedy Integration service can create configuration items when they do not exist in BMC Remedy. By unchecking this check-box it will only relate the configuration items with Business Services that already exist in BMC Remedy. o Create known CI s only When this checkbox is checked only the Live Maps components we know of are synchronized to BMC Remedy. If this checkbox is unchecked all components are synchronized with BMC Remedy and the unknown components will be added as configuration items. o Synchronize every Choose how often the Live Maps BMC Remedy service needs to synchronize. The default is 1440 minutes (every 24 hours). 5. Once all of the information is entered select the OK button. 6. After installation the settings can be modify using the Live Maps BMC Remedy Integration Settings dialog (Start All Programs Savision Live Maps for SCOM 2012 Savision Live Maps BMC Remedy Integration Configurator) Verification Once the install has been completed wait a few minutes for the services to be synchronized in the BMC Remedy environment. In BMC Remedy Navigate to the Asset Management Console Advanced CI Search. 29

30 Choose the data set you have synchronized the Live Maps Service with. In Quick Search fill in a part of a service or configuration item name and click Search. Check if you can find the synchronized services and configuration items in the search result Upgrade To upgrade the Live Maps BMC Remedy Integration Service, follow these steps: Logon to the computer that hosts the Live Maps BMC Remedy Integration Service. If you made changes to the %ProgramFiles%\Savision\Live Maps for OpsMgr 2012\ BMC Remedy Integration\MappingXML.xml file, make sure you copy it to a safe location. If you don t know the current configuration settings make sure you copy %ProgramFiles%\Savision\Live Maps for OpsMgr 2012\ BMC Remedy Integration\ Savision.LiveMaps.BMC.IntegrationService.exe.config to a safe location. Run services.msc and stop the Live Maps BMC Remedy Integration Service. If the service is not stopped before installing a newer version a reboot will be required. Follow the installation steps 2-5 from chapter (Lookup the settings in the copied configuration file if needed.) 10.5 De-Installation Remove the Live Maps BMC Remedy Integration Service via Programs and Features in the Control Panel (or via the Add/Remove Programs option in the Control Panel on computers running previous Windows versions). 11. Obtaining Documentation, Obtaining Support Please refer to related User Documentation on discovering and creating Services as well as importing Distributed Applications, creating Dashboards, Lists, Diagrams and Best Practices and How-To articles. 30