Upgrade Planning for System Center 2012 R2 - Service Manager

Applies To: System Center 2012 R2 Service Manager, System Center 2012 SP1 - Service Manager

This guide outlines the procedures that are necessary to upgrade to Service Manager in System Center 2012 R2.

An in-place upgrade from Service Manager in System Center 2012 Service Pack 1 (SP1) to Service Manager in System Center 2012 R2 is supported. An in-place upgrade is an upgrade of all Service Manager parts on the same hardware. Other approaches, such as side-by-side upgrades or rolling upgrades, are not supported.

Upgrading to Service Manager in System Center 2012 R2 requires preparation. We recommend that you install Service Manager in a lab environment and then replicate your production databases into the lab. You can then perform an upgrade of the new installation in the lab. After you confirm that the upgrade in the lab environment is successful, you can perform the same upgrade to Service Manager SP1 in the production environment.

Evaluation and Select versions

The release of Service Manager in System Center 2012 SP1 was available in two versions: Evaluation and Select. Service Manager in System Center 2012 R2 is available in the same versions. The following upgrade paths are supported to Service Manager in System Center 2012 R2.

Installation location

The default folder for installing Service Manager, Service Manager SP1, and Service Manager in System Center 2012 R2 is \Program Files\Microsoft System Center\Service Manager 2012. However, when you perform the upgrade to Service Manager in System Center 2012 R2, the software is installed in the folder that Service Manager previously used. If System Center Service Manager 2010 was previously upgraded to Service Manager in System Center 2012 SP1, the folder might be \Program Files\Microsoft System Center\Service Manager 2010.

Language support

This release of Service Manager SP1 represents an ongoing progression of support for various languages. In System Center Service Manager 2010, you used the Latin1_General_100_CI_AS collation for the Turkish language. Service Manager, Service Manager SP1, and Service Manager in System Center 2012 R2 support the Turkish_100_CI_AS collation. However, if you upgraded previously from System Center Service Manager 2010 to System Center 2012 – Service Manager, the collation that was used for the Turkish language (Latin1_General_100_CI_AS) was carried forward to System Center 2012 – Service Manager and will be carried forward again when you upgrade to Service Manager in System Center 2012 R2.

Hardware requirements for Service Manager in System Center 2012 R2

Service Manager in System Center 2012 R2 will function on the same hardware that you used for System Center 2012 – Service Manager SP1.

Hardware requirements for Service Manager in System Center 2012 R2 are fully documented in Hardware Requirements for System Center 2012 - Service Manager.

Software requirements for Service Manager in System Center 2012 R2

To upgrade to Service Manager in System Center 2012 R2, you must first apply Cumulative Update 2 for System Center 2012 – Service Manager SP1.

Service Manager in System Center 2012 R2 has the same software requirements for the Service Manager console that System Center Service Manager 2010 SP1 has. In addition, the Service Manager console can now be installed on computers that are running the Windows Server® 2012 R2 operating system.

The Service Manager and data warehouse management servers, along with the Self-Service Portal, are supported with Windows Server 2012 R2.

Software requirements for Service Manager in System Center 2012 R2 are fully documented in Software Requirements for System Center 2012 – Service Manager.

Testing the upgrade

We recommend that you test the upgrade to Service Manager in System Center 2012 R2 in a lab environment.

Upgrade order and timing

The order of your upgrades is important. Perform the upgrades by using the following steps:

1. Back up your databases and your management packs. See the topics "Backing Up Service Manager Databases" and "Backing Up Unsealed Management Packs in Service Manager" in the Disaster Recovery Guide for System Center 2012 – Service Manager.

2. Upgrade the data warehouse management server. You must stop the data warehouse jobs, and you will not be able to start them again until after you have completed the upgrade.

3. After the upgrade to the data warehouse management server is complete, upgrade the initial Service Manager management server. If you created more than one Service Manager management server, the initial Service Manager management server is the first one that you created.

4. Upgrade the Service Manager consoles and any additional Service Manager management servers.

5. Restart the data warehouse jobs.

6. Deploy the new Self-Service Portal.

The timing of your upgrades is also important. After you upgrade your data warehouse management server, you must both upgrade the Service Manager management server and deploy the new Self-Service Portal. After you upgrade your initial Service Manager management server, you must be prepared to upgrade your Service Manager console or Service Manager consoles, additional Service Manager management servers, and the Self-Service Portal at the same time.

Operations Manager compatibility

This section describes the compatibility between System Center Operations Manager 2007 R2, System Center 2012 – Operations Manager, and Service Manager in System Center 2012 R2.

System Center Operations Manager 2007 R2

Operations Manager 2007 R2 agents must be removed from the Service Manager and data warehouse management servers before you attempt an upgrade. Service Manager in System Center 2012 R2 includes a System Center 2012 R2 Operations Manager agent, and it is automatically installed when you upgrade. After Service Manager Setup finishes, you must manually configure the agent to communicate with the Operations Manager management server.

To validate that the Operations Manager agent was installed, open Control Panel and verify that the agent is present. To manually configure the Operations Manager agent, see Configuring Agents.

You can upgrade Service Manager servers in the presence of an Operations Manager 2007 R2 console.

System Center 2012 – Operations Manager and System Center 2012 R2 Operations Manager

System Center 2012 – Operations Manager agents were not supported with System Center 2012 – Service Manager. However, the agent that Service Manager automatically installs in System Center 2012 R2 is compatible with System Center 2012 – Operations Manager, System Center 2012 – Operations Manager SP1, and System Center 2012 R2 Operations Manager. After Service Manager Setup finishes, you must manually configure the agent to communicate with the Operations Manager management server.

To validate that the Operations Manager agent was installed, open Control Panel and verify that the agent is present. To manually configure the Operations Manager agent, see Configuring Agents.

You can upgrade Service Manager servers in the presence of a System Center 2012 – Operations Manager console.

Database impacts

In Service Manager in System Center 2012 R2, you have the option to install Operations Manager and Configuration Manager data marts. Selecting this option will require additional space on the hard disk drive for the two databases, in addition to associated file groups and log files.

Backing up Service Manager before upgrading

Before you start any upgrade, we recommend that you back up your Service Manager and data warehouse databases and the encryption key. If you have already backed up your databases and encryption key, you can continue to run the upgrade. Otherwise, review the backup procedures in the Disaster Recovery Guide for System Center 2012 – Service Manager before you continue the upgrade.

Registering with the Service Manager data warehouse

If you have installed a data warehouse management server in your environment, as part of the upgrade process, you must be able to view the status of the data warehouse jobs. You cannot perform this task until you register with the Service Manager data warehouse. If the Data Warehouse button is not visible in the Service Manager console, complete the procedure in "Registering with the Service Manager Data Warehouse to Enable Reporting" in the Deployment Guide for System Center 2012 – Service Manager.

Encryption keys

When you have finished running Setup to either install or upgrade to Service Manager in System Center 2012 R2, you are prompted to open the Encryption Key Backup or Restore Wizard. If you have previously backed up the encryption keys, no additional action is required. If you never backed up the encryption keys, use the Encryption Key Backup or Restore Wizard to back up the encryption keys on the Service Manager management servers.

Authoring Tool workflows

When you use the System Center 2012 R2 version of the Authoring Tool in Service Manager to create a workflow, custom scripts that the workflow calls will fail if they use Windows PowerShell cmdlets. This failure is due to a problem in the MonitoringHost.exe.config XML file in Service Manager.

To work around this problem, update the MonitoringHost.exe.config file by using the following steps:

1. Browse to %ProgramFiles%\Microsoft System Center 2012\Service Manager\ or the location where you installed Service Manager.

2. In the MonitoringHost.exe.config file, add the section in italic type from the following example in the corresponding section of your file. You must insert the section before <publisherPolicy apply="yes" />.

3. Save your changes to the file.

4. Restart the System Center Management service on the Service Manager management server.

   Note

   For System Center 2012 R2 Service Manager, the System Center Management service was renamed to Microsoft Monitoring Agent.

<?xml version="1.0"?>
<configuration>
  <configSections>
    <section name="uri" type="System.Configuration.UriSection, System, Version=2.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089" />
  </configSections>
  <uri>
    <iriParsing enabled="true" />
  </uri>  
  <runtime>
    <assemblyBinding xmlns="urn:schemas-microsoft-com:asm.v1">
      <dependentAssembly>
        <assemblyIdentity name="Microsoft.Mom.Modules.DataTypes" publicKeyToken="31bf3856ad364e35" />
        <publisherPolicy apply="no" />
        <bindingRedirect oldVersion="6.0.4900.0" newVersion="7.0.5000.0" />
      </dependentAssembly>
      <dependentAssembly>
        <assemblyIdentity name="Microsoft.EnterpriseManagement.HealthService.Modules.WorkflowFoundation" publicKeyToken="31bf3856ad364e35" />
        <publisherPolicy apply="no" />
        <bindingRedirect oldVersion="6.0.4900.0" newVersion="7.0.5000.0" />
      </dependentAssembly>
  <dependentAssembly> 
         <assemblyIdentity name="Microsoft.EnterpriseManagement.Modules.PowerShell" publicKeyToken="31bf3856ad364e35" />
        <bindingRedirect oldVersion="6.0.4900.0" newVersion="7.0.5000.0" />
     </dependentAssembly> 
      <publisherPolicy apply="yes" />
      <probing privatePath="" />
    </assemblyBinding>
    <gcConcurrent enabled="true" />
  </runtime>
</configuration>

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For additional resources, see Information and Support for System Center 2012.

Tip: Use this query to find online documentation in the TechNet Library for System Center 2012. For instructions and examples, see Search the System Center 2012 Documentation Library.
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