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    Microsoft System Center 2012 Service Manager Cookbook
    Microsoft System Center 2012 Service Manager Cookbook
    Microsoft System Center 2012 Service Manager Cookbook
    Ebook1,092 pages7 hours

    Microsoft System Center 2012 Service Manager Cookbook

    By Dieter Gasser, Samuel Erskine (MCT), Steven Beaumont and

    ()

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    About this ebook

    This book is written in practical cookbook style with plenty of vivid, practical recipes to help you master Microsoft System Center 2012 Service Manager. Each chapter contains step-by-step instructions about everything necessary to execute a particular task. The book is designed so that you can read it from start to end for beginners; or just open up any chapter and start following the recipes as a reference for advanced users. This book will be useful to IT professionals including System Center Service Manager administrators who want to configure and administer System Center Service Manager 2012 and understand how to solve specific problems and scenarios that arise while using System Center Service Manager. It will also be useful to users of 2010 in learning new features and capabilities.
    LanguageEnglish
    PublisherPackt Publishing
    Release dateOct 26, 2012
    ISBN9781849686952
    Microsoft System Center 2012 Service Manager Cookbook

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      Microsoft System Center 2012 Service Manager Cookbook - Dieter Gasser

      Table of Contents

      Microsoft System Center 2012 Service Manager Cookbook

      Credits

      About the Authors

      About the Reviewers

      www.PacktPub.com

      Support files, eBooks, discount offers and more

      Why Subscribe?

      Free Access for Packt account holders

      Instant Updates on New Packt Books

      Preface

      What this book covers

      What you need for this book

      Who this book is for

      Conventions

      Reader feedback

      Customer support

      Downloading the example code

      Errata

      Piracy

      Questions

      1. ITSM Frameworks and Processes

      Introduction

      Understanding ITSM frameworks

      Getting ready

      How to do it...

      How it works...

      ITIL© processes

      Getting ready

      How to do it...

      How it works...

      See also

      Creating an Asset Management process

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Creating a Configuration Management System (CMS) process

      Getting ready

      How to do it...

      How it works...

      See also

      Creating a Service Request Fulfillment process

      Getting ready

      How to do it...

      How it works...

      Creating an Incident and Problem Management process

      Getting ready

      How to do it...

      Incident Management

      Problem Management

      How it works...

      Creating a Change and Release Management process

      Getting ready

      How to do it...

      How it works...

      There's more...

      Creating an IT Service Desk process

      Getting ready

      How to do it...

      How it works...

      Service Level Management process

      Getting ready

      How to do it...

      How it works...

      2. Personalizing SCSM 2012 Administration

      Introduction

      Configuring how long to keep your SCSM data

      Getting ready

      How to do it...

      How it works...

      There's more...

      Configuration Items data grooming using the console

      See also

      Configuring the Incident Management global settings

      Getting ready

      How to do it...

      How it works...

      Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings

      Getting ready

      How to do it...

      How it works...

      Working with Prefix settings

      File attachment settings

      Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident

      Getting ready

      How to do it...

      How it works...

      Auto resolution of child incidents

      Auto reactivation of child incidents

      Status of child incidents when linked with a parent

      Configuring Priority and Urgency for your SLA targets

      Getting ready

      How to do it...

      How it works...

      See also

      Configuring global e-mail notification infrastructure settings

      Getting ready

      How to do it...

      How it works...

      Creating Management Packs in the Authoring tool to save your SCSM personalization

      Getting ready

      How to do it...

      How it works...

      There's more...

      Initial baseline and standards

      Editing options and flexible customization

      See also

      Creating formatted e-mail notification templates

      Getting ready

      How to do it...

      How it works...

      See also

      Creating a basic queue

      Getting ready

      How to do it...

      How it works...

      See also

      3. Configuring Service Level Agreements (SLAs)

      Introduction

      Creating Priority Queues

      Getting ready

      How to do it...

      How it works...

      There's more...

      Service Request queues

      Further queue types

      See also

      Configuring business hours and non-working days

      Getting ready

      How to do it...

      How it works...

      There's more...

      Add holidays in bulk

      Creating SLA metrics

      How to do it...

      How it works...

      Creating Service Level Objectives

      Getting ready

      How to do it...

      How it works...

      See also

      Creating Incident Management SLAs

      Getting ready

      How to do it...

      Resolution time SLA

      First Response Time SLA

      How it works...

      Creating Service Request SLAs

      Getting ready

      How to do it...

      Implementation Time SLA

      How it works...

      Viewing SLA warning and breaches

      Getting ready

      How to do it...

      How it works...

      There's more...

      RAG status in console

      Creating notifications for SLA warning and breaches

      Getting ready

      How to do it...

      How it works...

      There's more...

      Notification for breaches

      Creating repeated notifications before SLA breaches with escalation

      Getting ready

      How to do it...

      How it works...

      There's more...

      Notification timings depending on priority

      Notification for breaches

      4. Building the Configuration Management Database (CMDB)

      Introduction

      Adding configuration items manually

      How to do it...

      How it works...

      There's more...

      Importing active directory configuration items

      Getting ready

      How to do it...

      How it works...

      There's more...

      Mapping active directory domain attributes to Service Manager properties

      Changing the active directory connector schedule via PowerShell

      Importing Configuration Manager configuration items

      Getting ready

      How to do it...

      How it works...

      There's more...

      Mapping Configuration Manager attributes to Service Manager properties

      Importing Operations Manager configuration items

      Getting ready

      How to do it...

      How it works...

      There's more...

      Adding new Operations Manager CIs

      Importing Virtual Machine Manager configuration items

      Getting ready

      How to do it...

      How it works...

      There's more...

      Need to use an account that isn't a local Administrator?

      Setting up a Virtual Machine Manager and Operations Manager integration

      Importing Orchestrator runbooks

      Getting ready

      How to do it...

      How it works...

      There's more...

      Where are my runbooks?

      Using a CSV file to import items into the CMDB

      Getting ready

      How to do it...

      How it works...

      There's more...

      Using PowerShell to find the properties

      Is CSV import just for configuration items?

      Complex CI importing

      See also

      Creating a business service

      Getting ready

      How to do it...

      How it works...

      There's more...

      Raising related incidents

      Personalizing and organizing configuration item views

      How to do it...

      How it works...

      Creating a configuration item group

      How to do it...

      How it works...

      There's more...

      Creating other groups containing other CI types

      5. Deploying Service Request Fulfillment

      Introduction

      Creating Support Groups for Service Requests

      Getting ready

      How to do it...

      How it works...

      There's more...

      Creating sub (child) list items

      Using Support Groups for filtering in reports

      Working with management packs

      The Service Request Groups and Service Level Agreements

      See also

      Creating Service Request templates

      Getting ready

      How to do it...

      How it works...

      There's more...

      Configuring the Service Request activitie

      Configuring required fields of a Service Request

      See also

      Creating Service Request activities

      Getting ready

      How to do it...

      How it works...

      There's more...

      How to configure the other activity types

      Add more activities to a Servplate

      See also

      Creating Service Offering categories

      Getting ready

      How to do it...

      How it works...

      There's more...

      Using Service Offering categories in reports (filtering)

      See also

      Creating Service Catalog Request offerings

      Getting ready

      How to do it...

      How it works...

      There's more...

      Copying Request offerings

      Views for different status of Request offerings

      Standalone Request offerings

      Adding a Request offering to an existing Service offering

      To control the access SCSM 2012

      See also

      Creating Service Catalog Service offerings

      Getting ready

      How to do it...

      How it works...

      There's more...

      Views for different status of Service offerings

      Controlling access of Service offerings using groups and user roles

      See also

      Publishing Service offerings and Request offerings

      Getting ready

      How to do it...

      How it works...

      There's more...

      Publishing Service and Request offerings without the Change Management process

      Unpublish a Service offering or Request offering

      See also

      Working with Service Requests in the portal

      Getting ready

      How to do it...

      How it works...

      There's more...

      Additional User Input after the Service Request is submitted

      See also

      Creating Service Request notifications

      Getting ready

      How to do it...

      How it works...

      There's more...

      Send different notifications regarding a Service Request

      Notification for activities in Service Requests

      See also

      6. Working with Incident and Problem Management

      Introduction

      Configuring Incident and Problem lists

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Creating an Incident template

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Adding a task to the Incident form

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Creating a workflow to notify the affected user upon the creation of an Incident

      Getting ready

      How to do it...

      How it works...

      There's more...

      Workflows and subscriptions

      See also

      Creating a view to display the Problem Records created in the last 30 days

      Getting ready

      How to do it...

      How it works...

      There's more...

      Available tokens in Service Manager

      See also

      Configuring the Global Operators Group

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Downloading, installing, and configuring the Exchange Connector

      Getting ready

      How to do it...

      Part 1 – Install the Exchange Web Service Managed API

      Part 2 – Install the Exchange Connector

      Part 3 – Configure the Exchange Connector

      How it works...

      There's more...

      Send Email task

      See also

      Making the description field in the Incident form to auto grow

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Extending the Incident class with a new property

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      7. Designing Change and Release Management

      Introduction

      Creating and configuring Change Request Templates

      Getting ready

      How to do it...

      How it works...

      There's more...

      Reporting of scheduled and actual date information

      See also

      Creating and managing Change Management Review Activities

      Getting ready

      How to do it...

      How it works...

      There's more...

      Notification of reviewers

      Add more activities to a Service Request created on a template

      See also

      Creating Manual Activities for Change Management

      Getting ready

      How to do it...

      How it works...

      There's more...

      Notification of Activities Implementer

      Reporting of Scheduled and Actual Date information

      See also

      Creating and managing Dependent Activities in Change Management

      Getting ready

      How to do it...

      How it works...

      There's more...

      Linking activities in Change Requests to activities in Release Records

      See also

      Creating and personalizing Change Management Parallel Activities

      Getting ready

      How to do it...

      How it works...

      There's more...

      How to work with Review, Manual, and Dependent Activities

      How to work with Sequential Activities inside of Parallel Activities

      See also

      Creating and personalizing Change Management Sequential Activities

      Getting ready

      How to do it...

      How it works...

      There's more...

      How to work with Review, Manual, and Dependent Activities

      How to work with Parallel Activities in SCSM 2012

      See also

      Creating and personalizing Change Management Activity notifications

      Getting ready

      How to do it...

      How it works...

      There's more...

      Notify the Implementer of a Manual Activity

      Working with Notification templates

      See also

      Creating and managing Build and Environment Release Records

      Getting ready

      How to do it...

      How it works...

      There's more...

      Builds are not only software related

      See also

      Creating and managing Release Record Templates

      Getting ready

      How to do it...

      How it works...

      There's more...

      Working with Activities

      Add more specific information to a Release Record Template

      See also

      Working with Change Requests and Release Records

      Getting ready

      How to do it...

      How it works...

      There's more...

      Using Environments and Builds

      Using Parent/Child Release Records

      Reporting of Scheduled and Actual Date information

      See also

      8. Implementing Security Roles

      Introduction

      Viewing basic settings for Security roles

      Getting ready

      How to do it...

      How it works...

      There's more...

      Data Warehouse User roles

      See also

      Adding users to the End User role

      Getting ready

      How to do it...

      How it works...

      There's more...

      Beware of the Authenticated users

      Creating and managing Service Request roles

      Getting ready

      How to do it...

      How it works...

      There's more...

      Implied permissions

      See also

      Creating and managing Incident Management roles

      Getting ready

      How to do it...

      How it works...

      There's more...

      Support Group alias (Incident Tier Queue)

      See also

      Creating and managing Problem Management roles

      Getting ready

      How to do it...

      How it works...

      See also

      Creating and managing Change and Release Management roles

      Getting ready

      How to do it...

      How it works...

      There's more...

      Using the built-in roles

      Creating hybrid roles

      Getting ready

      How to do it...

      How it works...

      There's more...

      Advance extensions

      Configuring the self-service catalog security role

      Getting ready

      How to do it...

      How it works...

      There's more...

      Dynamic membership

      Excluded members

      Editing the catalog group

      See also

      Listing SCSM security role details with PowerShell

      Getting ready

      How to do it...

      How it works...

      There's more...

      Piping the script output to a text file

      See also

      9. Reporting

      Introduction

      Viewing SCSM reports

      Getting ready

      How to do it...

      How it works...

      There's more...

      Accessing reports from a browser

      See also

      Creating Favorite and Linked Reports

      Getting ready

      How to do it...

      How it works...

      See also

      Creating reports with Report Builder

      Getting ready

      How to do it...

      How it works...

      There's more...

      Installing Report Builder 3.0 on your computer

      Writing SQL queries for your reports

      Copying existing reports

      See also

      Configuring report permissions

      Getting ready

      How to do it...

      How it works...

      There's more...

      Security roles

      Security settings inheritance

      Delivering reports automatically using report subscriptions

      Getting ready

      How to do it...

      How it works...

      There's more...

      Allowing non-Content Managers to define e-mail addresses

      Analyzing data with Microsoft Excel

      Getting ready

      How to do it...

      How it works...

      There's more...

      Using Slicers to filter data

      See also

      Using the Analysis Library to publish Excel reports

      Getting ready

      How to do it...

      How it works...

      See also

      Using SharePoint for advanced dashboards

      Getting ready

      How to do it...

      How it works...

      10. Extending SCSM with Advanced Personalization

      Introduction

      Using the SCSM Authoring Tool

      Getting ready

      How to do it...

      How it works...

      See also

      Extending Service Manager classes

      Getting ready

      How to do it...

      How it works...

      There's more...

      Lists aka enumeration types

      See also

      Sealing management packs

      Getting ready

      How to do it...

      There's more...

      FastSeal.exe

      See also

      Creating new classes

      Getting ready

      How to do it...

      How it works...

      There's more...

      Inheriting from a different class

      System Center Common Model

      See also

      Customizing default forms

      Getting ready

      How to do it...

      How it works...

      There's more...

      The Extensions tab

      See also

      Creating your own forms

      Getting ready

      How to do it...

      How it works...

      See also

      Using an XML editor to modify management packs

      Getting ready

      How to do it...

      There's more...

      Management Pack Schema

      11. Automating Service Manager 2012

      Introduction

      Routing Incidents automatically using workflows

      Getting ready

      How to do it...

      How it works...

      See also

      Downloading and installing SMLets

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Using SMLets to delete a Work Item

      Getting ready

      How to do it...

      How it works...

      There's more...

      Export your unsealed Management Packs using the Service Manager cmdlets

      How to do it...

      How it works...

      There's more...

      Creating a custom workflow in the Authoring Tool – export your unsealed Management Packs

      Getting ready

      How to do it...

      How it works...

      There's more...

      See also

      Autoclose resolved Incidents with SMLets and a custom workflow

      Getting ready

      How to do it...

      How it works...

      Automating your Request Offerings with Orchestrator

      Getting ready

      How to do it...

      How it works...

      There's more...

      Make sure that your Runbook is Checked In

      Be careful when editing your Runbook!

      See also

      A. Community Extensions and Third-party Commercial SCSM Solutions

      Introduction

      Provance® – IT Asset Management, Data Management, and Bar Code for Microsoft® System Center

      Provance IT Asset Management Pack

      Provance Data Management Pack

      Provance Bar Code

      Derdack Enterprise Alert®

      Seven-Winds Call Script Manager

      Call Script Manager – what it does and how it helps

      Call Script Builder

      WebFront for Service Manager 2012

      B. Useful Websites and Community Resources

      Introduction

      Useful community blogs

      Frameworks and processes

      Valuable community forums and user groups

      Websites for SCSM solutions and extensions

      Online Wikis

      Social network resources

      Index

      Microsoft System Center 2012 Service Manager Cookbook

      Microsoft System Center 2012 Service Manager Cookbook

      Copyright © 2012 Packt Publishing

      All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

      Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

      Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

      First published: October 2012

      Production Reference: 1191012

      Published by Packt Publishing Ltd.

      Livery Place

      35 Livery Street

      Birmingham B3 2PB, UK.

      ISBN 978-1-84968-694-5

      www.packtpub.com

      Cover Image by Jungfraubahnen Management AG (http://www.jungfrau.ch/)

      Credits

      Authors

      Samuel Erskine (MCT)

      Anders Asp (MVP)

      Andreas Baumgarten (MVP)

      Steve Beaumont

      Dieter Gasser

      Reviewers

      Stefan Allansson

      Steve Buchanan

      Wayne Robinson

      Acquisition Editor

      Andrew Duckworth

      Lead Technical Editor

      Dayan Hyames

      Technical Editors

      Joyslita D'Souza

      Pooja Pande

      Project Coordinator

      Abhishek Kori

      Proofreaders

      Elinor Perry-Smith

      Lesley Harrison

      Indexer

      Tejal R. Soni

      Graphics

      Valentina D'silva

      Aditi Gajjar

      Production Coordinators

      Prachali Bhiwandkar

      Manu Joseph

      Cover Work

      Prachali Bhiwandkar

      About the Authors

      Samuel Erskine (MCT) has over 15 years' experience in a wide range of technologies and industries (public and private) including working for fortune 500 organizations. In 2009 he founded a consultancy practice organization in the United Kingdom focused on implementing Microsoft System Center systems management and IT Service management products. He merged the United Kingdom organization with Syliance IT Services in 2012 and became the third member of the Syliance global management team. He is a Computer Engineering graduate and holds various technology vendor/industry certifications. He is an active participant in the System Center community with a blog at www.frameworktorealwork.com.

      Thanks to Jungfraubahnen Management AG (http://www.jungfrau.ch/) for the Photo of Top of Europe.

      Anders Asp (MVP) started his IT career working with storage and backup solutions, but discovered Service Manager back in 2009 and has been working full time with the product ever since. He is currently working at a Swedish company named Lumagate as a Service Manager Specialist and Product Manager. He also teaches the official Service Manager course at the two largest training centers in Sweden and has presented at several large events.

      He is very active on the official Service Manager forums at TechNet and regularly blogs about the product on his own blog at www.scsm.se. In April 2012, he was awarded with the Microsoft Most Valuable Professional (MVP) title in the System Center Cloud and Datacenter Management area.

      Andreas Baumgarten (MVP), IT Architect with the German IT service provider H&D International Group, has worked as an IT pro for more than 20 years. Microsoft technologies have always accompanied him and he can also look back on 14 years of experience as a Microsoft Certified Trainer.

      Since 2008, he has been responsible for the field of System Center technology consulting and ever since he took part in SCSM 2010 and 2012 and System Center Orchestrator 2012 Technology Adoption Program with H&D.

      With his deep inside technology know-how and his broad experience across the System Center product family and IT management, he now designs and develops Private Cloud solutions for customers all over Germany.

      In October 2012, he was awarded with the Microsoft Most Valuable Professional (MVP) title for System Center Cloud and Datacenter Management.

      Steve Beaumont has been working in IT since 1998, working his way through the ranks starting with low-end system building and support through to managing a crack team of enterprise class support specialists, and to now provide consultancy and designs for System Center 2012 and Private Cloud solutions.

      With the release of Service Manager 2010, he ventured into the dark side of customization and released some solutions to the community via the TechNet Gallery helping to show how to extend the usage of the product.

      He also runs his own blog (http://systemscentre.blogspot.com) covering the full range of System Center components and areas related to desktop design, deployment, and optimization.

      Dieter Gasser is an IT Consultant and co-founder of the company Syliance IT Services, headquartered in Switzerland, and specializes in Service Manager delivery and customization.

      He has been working in IT for more than 13 years and has had a strong focus on Microsoft technologies. He started his career as an application and database developer, and was later appointed IT Manager for an international manufacturing company.

      In 2010 he entered the systems management and automation market. With his technical and managerial background, he has been focusing on Service Manager ever since. Together with his colleagues, he delivers datacenter management and automation solutions based on Microsoft System Center to customers all over Switzerland.

      About the Reviewers

      Stefan Allansson is a Service Manager Specialist and has worked as a Service Manager consultant at Lumagate since the Beta version of Service Manager 2010. He is also the co-writer at the blog www.scsm.se and is active on the official Service Manager forum, http://social.technet.microsoft.com/Forums/en-US/category/servicemanager.

      Steve Buchanan is currently an Infrastructure Consultant. He has 12 years of hands-on experience in Information Technology and an integrated understanding of how information systems, networks, and people work together to achieve business objectives. As a Microsoft System Center Cloud and Datacenter Management MVP, he is among the highly select group of experts that represent the technology's best and brightest, who share a deep commitment to community and a willingness to help others. He has authored Data Protection Manager 2010 and is an author of the upcoming Data Protection Manager 2012 book with other System Center MVPs.

      He holds the following certifications in A +, Linux +, MCP, MCSA, MCITP: Server Administrator, and MCTS: (Hyper-V, SharePoint 2007, SharePoint 2010, Exchange 2007, Vista).

      His blog is located at www.buchatech.com.

      He is the author of Microsoft Data Protection Manager 2010.

      Wayne Robinson has worked professionally in IT for over seven years, starting out on a service desk at a local IT Consultancy, working his way up to deploying and managing thousands of devices; he has vast experience in Windows Server, Windows Client, and the Systems Center Suite. He spent most of his IT career at a local authority where he managed a wide range of devices through Configuration Manager, Service Manager, and Operations Manager. He now works as a Technical Architect for a firm based in York.

      I would like to thank Steve Beaumont and Sam Erskine for the opportunity to work with them on such a great publication.

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      Preface

      System Center 2012 Service Manager builds on its predecessor System Center Service Manager 2010, by extending the ITIL© process features to include Service Request fulfillment, Release Management, and automated orchestration with significant enhancements in its reporting capabilities. The full set of additions and improvements can be found at the official Microsoft website for the product.

      System Center 2012 Service Manager (SCSM) is a modular product made up of a series of submodular components. Installing the product is simple using the official product documentation and online community resources.

      The post-installation phase requires you to plan and configure the product in a methodical sequence. The aim of the book is to address the challenges faced by many first-time users of SCSM post-installation, and also to share valuable insight from real-world implementations.

      The book is written in the Packt style, which provides the reader with independent task-oriented steps to achieve specific SCSM objectives. The authors recommend that you read the first two chapters as a background for subsequent chapters, if you are new to SCSM and process-oriented software products. The book may be read in the order of interest, but where relevant, the authors refer to dependent recipes in other chapters.

      What this book covers

      Chapter 1, ITSM Frameworks and Processes, aims to provide a background to ITSM frameworks with a particular focus on the Information Technology Infrastructure Library (ITIL©) and Microsoft Operations Framework (MOF). The objective is to explain the relevant key areas of these frameworks and how they relate to Service Manager as a solution.

      Chapter 2, Personalizing SCSM 2012 Administration, covers the initial process dependent critical settings and tasks a Service Manager administrator would need to configure after successfully installing the product.

      Chapter 3, Configuring Service Level Agreements (SLAs), delves into the Service Level Agreement areas of Service Manager 2012 and provides you with recipes, which simplify the implementation of this complex topic.

      Chapter 4, Building the Configuration Management Database (CMDB), shows Service Manager Administrators how to build the SCSM 2012 Configuration Management Database (CMDB). The recipes in this chapter include various options, from a manual approach, right through to automating the importing of information from external systems.

      Chapter 5, Deploying Service Request Fulfillment, focuses on Service Requests in Service Manager 2012. These recipes will show the reader how to set up the underlying components and all the steps required to present Service Requests to end users as catalog items in the Self-Service Portal.

      Chapter 6, Working with Incident and Problem Management, takes two core features of Service Manager, Incident and Problem Management, and provides recipes that will accelerate the reader's knowledge and implementation of these vital ITSM processes.

      Chapter 7, Designing Change and Release Management, provides recipes for Change and Release Management in SCSM. A modular approach is provided to aid the readers understanding of

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