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Upgrade Planning for System Center 2012 - Service Manager

Updated: November 1, 2013

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

This guide outlines the procedures necessary to upgrade from either Service Manager 2010 Service Pack 1 CU3 or System Center 2012 – Service Manager RC to System Center 2012 – Service Manager.

In a non-production environment, an in-place upgrade from System Center 2012 – Service Manager RC to System Center 2012 – Service Manager is supported. In a production environment, an upgrade of Service Manager is not supported. If you want to run System Center 2012 – Service Manager in a production environment, you must begin with a new installation of Service Manager.

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 from Service Manager 2010 Service Pack 1 CU3 to System Center 2012 – Service Manager requires more preparation. We recommend that you install Service Manager 2010 Service Pack 1 CU3 in a lab environment and then replicate your production databases into the lab. You then perform an upgrade the new installation in the lab, and once that has proven successful, perform the same upgrade to Service Manager 2010 Service Pack 1 CU3 in the production environment.

Evaluation, Retail, and Select Versions

The release of System Center Service Manager 2010 SP1 CU3 was available in three different versions:

  • Evaluation version (180-day time-out)

  • Retail version

  • Select license version

The release of System Center Service Manager 2010 RC was available only as an evaluation edition.

System Center 2012 – Service Manager available as an Evaluation version (180-day time-out) or Select License edition. The following upgrade paths are supported from System Center Service Manager 2010 SP1 CU3 to and System Center 2012 – Service Manager RC to System Center 2012 – Service Manager

 

Current Version Upgraded Version Status

Service Manager 2010 SP1 CU3 Eval

System Center 2012 – Service Manager Eval

Evaluation period remains unchanged

Service Manager 2010 SP1 CU3 Select

System Center 2012 – Service Manager Select

Licensed

Service Manager 2010 SP1 CU3 Retail

System Center 2012 – Service Manager Select

Licensed

System Center 2012 – Service Manager RC Eval

System Center 2012 – Service Manager Eval

Evaluation period remains unchanged

System Center 2012 – Service Manager RC Eval

System Center 2012 – Service Manager Select

Licensed

noteNote
Upgrading from an evaluation version of System Center Service Manager 2010 SP1 CU3 or from System Center 2012 – Service Manager RC to an evaluation version of System Center 2012 – Service Manager does not extend the 180-day evaluation period.

Installation Location

The default folder for installing System Center 2012 – Service Manager is \Program Files\Microsoft System Center\Service Manager 2012. However, when you perform the upgrade to System Center 2012 – Service Manager, Service Manager will be installed in the folder that Service Manager 2010 SP1 used:

\Program Files\Microsoft System Center\Service Manager 2010.

Language Support

This release of System Center 2012 – Service Manager 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. System Center 2012 – Service Manager supports the Turkish_100_CI_AS collation. However, in an upgrade from System Center Service Manager 2010 to System Center 2012 – Service Manager RC, the collation that is used for the Turkish language (Latin1_General_100_CI_AS) will be carried forward to System Center 2012 – Service Manager RC.

Hardware Requirements for System Center 2012 – Service Manager

All hardware requirements for System Center 2012 – Service Manager are fully documented in Planning for System Center 2012 - Service Manager. System Center 2012 – Service Manager will function on the same hardware that you used for Service Manager 2010 SP1 CU3. Service Manager 2010 SP1 CU3 supported up to 20,000 users, System Center 2012 – Service Manager can support up to 50,000 users. Support for more users requires more RAM for the computers that host the Service Manager and data warehouse management servers.

Software Requirements for System Center 2012 – Service Manager

All software requirements for System Center 2012 – Service Manager are fully documented in Planning for System Center 2012 - Service Manager. Software requirements for the Service Manager console have changed since the release of System Center Service Manager 2010 SP1 CU3. The Service Manager console is no longer compatible with Windows XP, and computers using Windows Vista must have Service Pack 2 (SP2) applied. In addition, the Service Manager console can now be installed on computers running Windows 7 Professional with SP1 and Windows 7 Ultimate with SP1.

The Service Manager and data warehouse management servers, along with the Self-Service Portal is supported with Windows Server 2008 R2 SP1. If you are using Windows Server 2008 R2, you must apply SP1 before upgrading to System Center 2012 – Service Manager.

noteNote
The Service Manager and data warehouse management servers are no longer supported on Windows Server 2008.

Additional software requirements for System Center 2012 – Service Manager include the following:

  • Windows PowerShell 2.0

  • SQL Server Analysis Services (SSAS)

  • SQL Server 2008 R2 Native Client

  • ADO.NET Data Services Update for .NET Framework 3.5 SP1

  • Microsoft Analysis Management Objects (AMOs)

  • Microsoft Silverlight 4

  • Microsoft .NET Framework 4

    noteNote
    For System Center 2012 SP1 only: On servers running Windows Server 2012, the Service Manager Portal SharePoint site requires ASP.NET 4.5 for the Web Server role, not ASP.NET 4.5 for the .NET Framework 4.5 feature. You can install ASP.NET 4.5 using the Add Roles and Features wizard by selecting Server Roles and then navigate through Web Server (IIS), Web Server, Application Development and then select ASP.NET 4.5.

  • Microsoft SharePoint 2010

Windows PowerShell 2.0

System Center 2012 – Service Manager requires the Windows PowerShell 2.0 command-line interface for the Service Manager management server and data warehouse management server. For the Service Manager console, you can use either Windows PowerShell 1.0 or 2.0. If you are running Windows Server 2008 R2, Windows Server Developer Preview, or Windows 7, you already have Windows PowerShell 2.0 installed. If you are running Windows Server 2008 or Windows Vista (for your Service Manager console computers), you must install Windows PowerShell 2.0 manually.

Windows PowerShell 2.0 is now part of Windows Management Framework. For more information, see Windows Management Framework Core package.

noteNote
You must restart your computer after you install Windows PowerShell 2.0.

All other software requirements for System Center 2012 – Service Manager are the same as for System Center Service Manager 2010 SP1. For more information, see "System Requirements for Service Manager" in the System Center Service Manager 2010 SP1 Planning Guide.

SQL Server 2008 R2 Native Client

Three different setup files are available for installing Microsoft SQL Server 2008 R2 Native Client based on the microprocessor architecture that you are using, as indicated in the following list:

SQL Server Analysis Services

For data warehouse reporting, System Center 2012 – Service Manager requires SSAS so that it can work with online analytical processing (OLAP) cubes.

ADO.NET Data Services Update for .NET Framework 3.5 SP1

This update is required for both the Service Manager and data warehouse management servers, Service Manager console, and for the computers hosting the Service Manager and data warehouse databases. For more information about the ADO.NET Data Services Update, see ADO.NET Data Services Update for .NET Framework 3.5 SP1 for Windows 7 and Windows Server 2008 R2.

Microsoft Analysis Management Objects

The Service Manager console requires Microsoft AMOs so that it can work with SSAS. Three different setup files are available for installing Microsoft AMOs, based on the microprocessor architecture that you are using:

Microsoft Silverlight 4

The Self-Service Portal has been completely redesigned for System Center 2012 – Service Manager RC. An upgrade of the Self-Service Portal in Service Manager 2010 SP1 is not possible. Client computers that access the new Self-Service Portal through a browser require the installation of Microsoft Silverlight 4. To download Microsoft Silverlight 4, see Get Microsoft Silverlight.

Microsoft SharePoint 2010

The redesigned Self-Service Portal in System Center 2012 – Service Manager requires SharePoint 2010.

Testing the Upgrade in a Lab Environment

We recommend that you test the upgrade of System Center Service Manager 2010 SP1 to System Center 2012 – Service Manager in a lab environment.

Upgrade Order and Timing

The order of your upgrades is important. Perform the upgrade steps in the following order:

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

  2. Start with the data warehouse management server. You will be stopping 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 update the Service Manager management server and deploy the new Self-Service Portal. The MPSync job on a System Center 2012 – Service Manager data warehouse will not work with either the Service Manager management server or Self-Service Portal from Service Manager 2010. 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 Self-Service Portal at the same time.

Operations Manager Compatibility

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

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. You can redeploy the agent after the upgrade. Upgrading Service Manager computers in the presence of an Operations Manager 2007 R2 console is supported.

System Center 2012 – Operations Manager

System Center 2012 – Operations Manager agents are not supported with System Center 2012 – Service Manager. Upgrading Service Manager computers in the presence of an System Center 2012 – Operations Manager console is supported.

Database Impacts

With System Center 2012 – Service Manager, you have the option to install Operations Manager and Configuration Manager data marts. Selecting this option will result in additional space requirements on the hard disk drive for the two databases, as well as 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 if you have not registered 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 RC.

Encryption Keys

When you have finished running Setup to either install or upgrade to System Center 2012 – Service Manager, you are prompted to open the Encryption Backup or Restore Wizard. The encryption keys that were created for System Center Service Manager 2010 work with System Center 2012 – Service Manager SP1. 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.

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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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