Q: How do I install System Center Service Manager 2012 RTM?

A: The installation of System Center Service Manager (SCSM) 2012, including the management server, web interface, and data warehouse, is actually quite simple, providing some steps are followed.

For a full SCSM installation, you actually need to install two SCSM servers at a minimum (but they can be virtual). One SCSM instance is the SCSM Management Server and the other is the SCSM Data Warehouse Management Server, and these can't be installed on the same OS instance.

You will also need to have available a SQL Server instance, which may be dedicated or use an existing installation. I'm assuming you are installing on Windows Server 2008 R2.

For SQL Server, if you intend to use multiple languages, you need the SQL Server installation to use the Latin1_General_100 collation for both the database engine and analysis services. It should be configured as accent-sensitive.

If you don't need multi-lingual support, you can leave this as the default. You also need to ensure the .NET Framework 3.5.1 feature is installed on the SQL Servers (assuming you are installing on Windows Server 2008 R2). Ensure you install the SQL Server features below:

  • Database Engine Services including Full-Text Search
  • Management Tools - Basic and Complete
  • Reporting Services - For data warehouse (this may be a separate server depending on your architecture, and if you do use it as a separate server, you still need to install the Database Engine and Management tools as above)
  • Analysis Services - Needed for data warehouse

If using SQL Server 2008, install SQL Server 2008 SP1 post install. Make sure TCP port 1433 is open via firewall exception on the SQL Server so it can be connected to and from Service Manager.

On the SQL Server Reporting server, you need to run a few basic configurations and get information ready for the Service Manager installation. Log on to the SQL Reporting server (which may be your single SQL Server box if you didn't put Reporting Services on a separate box). Launch the Reporting Services Configuration Manager, and run the following sections:

  1. Web Service URL - Leave the defaults and click Apply.
  2. Database - Create New and accept the default (unless you accepted the default during installation, which means it's already configured).
  3. Reporting Manager URL - Accept the default settings and click Apply.
  4. Try to connect to http://localhost/reports to confirm reporting configuration is working. Another step is required on the SQL Server Reporting server as described at this Microsoft article "Manual Steps to Configure the Remote SQL Server Reporting Services." This is key for the SCSM data warehouse, and during the SCSM data warehouse installation you will be asked if these steps have been performed before the installation can continue.

The next step is to create a few Active Directory (AD) accounts and an AD group that Service Manager will use. You need three AD accounts and one group that will contain the SCSM administrators. Create the following:

  1. AD User Account for SCSM Services to run as, e.g. SvcMgrService. This account must be made a local administrator on all SCSM servers
  2. AD User Account for SCSM workflow to run as, e.g. SvcMgrWork. This account is a normal AD user account, with no additional requirements.
  3. AD User Account for SCSM reports to run as, e.g.SvcMgrRpt. This account is a normal AD user account with no additional requirements.
  4. AD Global Group to contain SCSM administrators, e.g. SvcMgrAdmins. Add the account performing the installation into this group.

Log on as an administrator to the Server 2008 R2 box that will host the Service Manager Management Server (make sure the SvcMgrService and SvcMgrWork accounts you created are local administrators). Install the reporting add-in that's available in the amd64\prerequisites folder of the SCSM installation media, in addition to the following components:

Launch Server Manager and ensure the .NET Framework 3.5.1 feature is enabled and the Web Server role, along with ASP.NET, Basic Authentication, Windows Authentication, IIS6 Metabase Compatibility, and IIS6 WMI Compatibility role service options.

Insert the SCSM media (2012) and select the option to install Service Manager Management Server. Follow all the prompts, and when asked, pass the accounts you created and the group for the admins. It's all very intuitive. Once installation is complete, install the Service Manager Data Warehouse.

The next step is to install the portal. Download and install the .NET Framework 4.0 from the Microsoft download site and install it. Then download the SharePoint 2010 Foundation edition and install it, or use a standard edition of SharePoint.

Log on as an administrator to the Server 2008 R2 box that will host the Service Manager Data Warehouse Server (make sure the SvcMgrService account you created is a local administrator). Install the same prerequisite SQL Server components as on the management server.

Launch Server Manager and ensure the .NET Framework 3.5.1 feature is enabled. Insert the SCSM media and select the option to install Service Manager Data Warehouse Server.

Again, just pass the information requested, which will include the URLs you created as part of the SQL Server Reporting Services configuration (if you are unsure, just go back to the SQL Server Reporting Server and run the configuration utility again to see the values).

After the data warehouse is configured, go back to the Service Manager Management Server, launch the Server Manager Console, and on the Administrator overview, select the Register with Service Manager Data Warehouse link at the bottom.

Enter the details for the data warehouse server. You are now up and running with Service Manager 2012.

For a step-by-step video of the entire process see my video on installing SCSM 2012

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