CentreWare Management Pack for System Center Operations Manager User Guide Version 1.8

CentreWare Management Pack for System Center Operations Manager User Guide Version 1.8 CentreWare Management Pack for System Center Operations Manager 1

September 9, 2008 2008 XEROX CORPORATION. All rights reserved. XEROX, CentreWare Management Pack for System Center Operations Manager, and CentreWare are trademarks of Xerox Corporation in the US and/or other countries. Microsoft, Microsoft Windows, Microsoft Windows Server, Microsoft SQL Server, Microsoft System Center Operations Management, Microsoft.NET, Microsoft Core XML Services, and Microsoft Internet Information Services are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries Intel and Pentium are either trademark or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. 2 CentreWare Management Pack for System Center Operations Manager

Table Of Contents Table Of Contents... 3 Getting Started... 4 Purpose of User Guide... 4 Introduction... 4 Key Features and Benefits... 4 Server Requirements... 5 Installing... 6 Installing CentreWare Management Pack for System Center Operations Manager... 6 Uninstalling CentreWare Management Pack for System Center Operations Manager... 14 Managing Printers... 16 Discovering Devices... 16 Override of the Monitors... 22 Performing Tasks... 29 Viewing Alerts... 32 Viewing Usage Counters... 37 Analyzing CentreWare Management Settings... 40 Rules Details... 40 Health Explorer Details... 43 Tuning the Management Pack Objects for Printer Monitoring... 48 Changing Task Settings... 51 Troubleshooting... 53 Appendix A... 56 Glossary... 59 Index... 60 CentreWare Management Pack for System Center Operations Manager 3

Getting Started Purpose of User Guide The purpose of this user guide is to provide you with: a quick overview of the CentreWare Management Pack for System Center Operations Manager (SCOM); a set of instructions on how to install the CentreWare Management Pack for System Center Operations Manager software on a SCOM server; and detailed information on how to use utilities such as rules, tasks, and alerts to manage Xerox network printers. The CentreWare Management Pack for System Center Operations Manager software consists of two components: the CentreWare Management Pack for System Center Operations Manager program that you will install, {for more information, go to Installing and the CentreWare Management Pack for System Center Operations Manager imported XML file that contains the rules for managing printers {for more information, see Importing the CentreWare Management Pack for System Center Operations Manager } The CentreWare Management Pack is automatically imported during installation. Introduction The CentreWare Management Pack for System Center Operations Manager provides the capability to monitor the status of Xerox printers. It contains the following utilities: Network Device Monitor for monitoring the status of printers. Depending upon the status of a printer, alerts are generated. Rules for monitoring Xerox printer usage counters. Tasks for pinging Xerox printers, opening a printer s Web Console, and CentreWare Management Pack for System Center Operations Manager online help. Key Features and Benefits Users can isolate Xerox alerts within the Alerts view, enabling them to quickly and efficiently diagnose printer errors. Usage counters show Xerox printer usage details graphically for a convenient snapshot of printer activity. 4 CentreWare Management Pack for System Center Operations Manager

Server Requirements Before you can start using the software, you must ensure the following minimum requirements have been met. 2.8 Ghz Intel Pentium 4 CPU 2GB RAM for server memory 5MB for hard drive space for CentreWare Management Pack for System Center Operations Manager software Microsoft Windows 2003 server (32-bit version) with the latest service packs and updates - SP1 or greater Microsoft SQL Server 2005 with SP1 Microsoft System Center Operations Manager Microsoft.NET Framework 2.0 Microsoft.NET Framework 3.0 RTM Microsoft Core XML Services (MSXML) 6.0 Microsoft Windows PowerShell 1.0 English language installation package for Microsoft Windows Server 2003 (KB 926139) Microsoft Internet Information Services 6.0 Simple Network Management Protocol Note: Go to Start>Control Panel>Add or Remove Programs>Add/Remove Windows Components>Simple Network Management Protocol Microsoft Windows Installer 3.1 Redistributable (KB 893803-x86.exe) Note: Microsoft Windows Server 2003 Service Pack 1 contains Microsoft Windows Installer 3.1 CentreWare Management Pack for System Center Operations Manager 5

Installing Installing CentreWare Management Pack for System Center Operations Manager To install CentreWare Management Pack for System Center Operations Manager: 1. Open the install file. insert CD, or double-click Xerox Printer v1.0.0.msi 2. The installer will load after a few moments, and the CentreWare Management Pack for System Center Operations Manager installation wizard opens. Click Next. 3. The License Agreement screen opens. Read and click I Agree. Click Next. 6 CentreWare Management Pack for System Center Operations Manager

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4. The Select Database Server Name screen opens. Accept the default database server name or enter another name. Click Next. 5. The Database Server Login screen opens. Enter the database login ID and password. Click Next. 6. The CentreWare Management Pack for System Center Operations Manager Information screen opens. Review the Read Me, and click Next. 8 CentreWare Management Pack for System Center Operations Manager

7. The Confirm Installation screen opens. Click Next. 8. The Installing CentreWare Management Pack for SCOM screen opens. The status bar indicates that the installation is in progress. CentreWare Management Pack for System Center Operations Manager 9

9. The Installation Complete screen opens when the installation is finished. Click Close. 10 CentreWare Management Pack for System Center Operations Manager

10. To verify the installation: a. Go to Start>Control Panel>Add or Remove Programs. The Add or Remove Programs screen opens. b. Scroll down to where CentreWare Management Pack for System Center Operations Manager is indicated in the list. c. Click Click here for support information to find the Version number. d. The Support Info screen opens. Locate the version number this information is also important to have when you call Xerox for support. CentreWare Management Pack for System Center Operations Manager 11

e. Go to My Computer>C:>Program Files. Open the Xerox folder. f. The CentreWare Management Pack for System Center Operations Manager folder is indicated. Open the folder. g. Verify that all the files in the screenshot are present, which indicates a successful installation. 12 CentreWare Management Pack for System Center Operations Manager

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Uninstalling CentreWare Management Pack for System Center Operations Manager Installing a new CentreWare Management Pack for System Center Operations Manager software will overwrite the current pack. However, if it becomes necessary to uninstall the pack, follow the steps below. To uninstall CentreWare Management Pack for System Center Operations Manager software: 1. Go to Start>Settings>Control Panel>Add or Remove Programs. 2. The Add or Remove Programs screen opens. Click Remove. 3. A dialog box opens, and asks if you are sure about deleting the program. Click Yes. 14 CentreWare Management Pack for System Center Operations Manager

4. A status screen indicates that the program is being removed. 5. If the uninstall was successful, SCOM is no longer indicated in the list of programs. CentreWare Management Pack for System Center Operations Manager 15

Managing Printers Discovering Devices Computer and Device Management Discovery Wizard The Device Discovery Wizard finds networked Xerox devices and adds discovered devices to the System Center Operations Center (SCOM) database. After discovery, the network devices are displayed in the Network Devices pane of the Administration view, and are ready to be managed. To discover the Xerox printers: 1. Open the SCOM console. 2. In the Operations view, click the Administration button. 16 CentreWare Management Pack for System Center Operations Manager

3. At the bottom of the navigation pane, click Discovery Wizard. 4. The Computer and Device Management Wizard opens. CentreWare Management Pack for System Center Operations Manager 17

5. Click Next. 6. The Auto or Advanced screen opens. By default, the Advanced Discovery option is selected. Under Computer and Device Types, click the drop-down arrow, and select Network Devices. 7. Click Next. 8. The Discovery Method screen opens. Under the Specify Network Addresses, enter a start and end IP address. If you are only adding one printer, you can use the same IP address in the Start and End text fields. Any new discoveries will be added to the current list, if one exists. 18 CentreWare Management Pack for System Center Operations Manager

9. Under Simple Network Management Protocol (SNMP) Community Strings, accept the default or change the community string if necessary. 10. Click Discover. A status bar will indicate that the discovery is in process. 11. When the discovery is complete, the Select Objects to Manage screen opens, indicating a complete list of discovered objects. From the list, select the Xerox printers you want to manage. Note: The Discovery Wizard only displays new devices that were added since the last discovery. 12. Click Next. 13. The Summary screen opens, indicating the number of devices you want to manage. Click Finish. 14. A list of all network devices is indicated on the screen. CentreWare Management Pack for System Center Operations Manager 19

15. In the Administration view, choose Device Management>Network Devices. 20 CentreWare Management Pack for System Center Operations Manager

16. The Xerox devices that you discovered are now indicated in the Network Devices pane of the Administration view. CentreWare Management Pack for System Center Operations Manager 21

Override of the Monitors All monitors are enabled by default in the CentreWare Management Pack for Microsoft System Center Operations Manager. An override can be used to disable a monitor in order to suppress an unwanted alert message. This feature gives you the flexibility to determine which alerts are appropriate for your network environment. For example, you may want to see alerts about service requests and low paper, but not see alerts about low toner. To disable the alert messages from the CentreWare Management pack: 1. Open the SCOM Operations Console. 2. Click Authoring. 3. The Authoring view is now indicated. Under Management Pack Objects, select Monitors. 4. In the Monitors pane, select SNMP Network Device. 22 CentreWare Management Pack for System Center Operations Manager

5. Drill down to Availability. CentreWare Management Pack for System Center Operations Manager 23

6. Select the monitor that you want to disable. 7. In the Actions pane, click Overrides. 8. From the drop-down menu, select Disable the Monitor>For all objects of type: SNMP Network Device. 9. A message asks you to confirm that you want to disable the monitor. Click Yes. 24 CentreWare Management Pack for System Center Operations Manager

To enable the disabled alert messages from the CentreWare Management Pack: 1 Open the SCOM Operations Console. 2 Click Authoring. 3 The Authoring view is now indicated. Under Management Pack Objects, select Monitors. 4 In the Monitors pane, select SNMP Network Device. 5 Drill down to Availability. CentreWare Management Pack for System Center Operations Manager 25

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6 Select the monitor which you want to disable. 7 In the Actions Pane, choose Overrides>Override the Monitor>For all objects of type: SNMP Network Device. 8 De-select the check box to enable the monitor. CentreWare Management Pack for System Center Operations Manager 27

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Performing Tasks There are three tasks included in the CentreWare Management Pack, which provide you with tools to manage the Xerox devices within SCOM: Open Web Console of the Device - launches CentreWare Internet Services (the Web page for the selected Xerox device). Ping Xerox Devices - pings the selected Xerox device. Xerox Help - launches the CentreWare Management Pack for System Center Operations Manager Help system. To view tasks: 1. Click Monitoring. 2. In the Monitoring pane, choose Network Devices State. CentreWare Management Pack for System Center Operations Manager 29

3. The Network Devices State pane opens, indicating all the discovered devices and health status of each device. 4. The third pane indicates tasks that are intended to work with Xerox printers included in the list of Xerox network devices. 30 CentreWare Management Pack for System Center Operations Manager

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Viewing Alerts An alert is a message that indicates a failure or problem with a printing device. By viewing and alert and its details, you can often troubleshoot and solve many printer problems. To view alerts: 1. Click Monitoring. 2. In Monitoring pane, choose Xerox Printer>Alerts. 3. All alerts for the Xerox printer will be indicated in the Alerts pane. 32 CentreWare Management Pack for System Center Operations Manager

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4. The Alerts pane identifies the following alert attributes: IP address, name, resolution state, and the date the alert was created. To view more alert details, select a printer. The Alert Details pane opens below the alerts list. Note: For more information on alert details, see Appendix A. To view possible alert remedies: 1. From the Alerts pane, select a printer. 34 CentreWare Management Pack for System Center Operations Manager

2. Go to the Actions pane. From the SNMP Network Devices Tasks, select Open Web Console of Xerox Device. 3. The printer s Web Console opens, providing an additional level of details for printer status and configuration. 4. Click Error. The Close the Front Cover screen opens, providing a diagram and instructions for the solution. CentreWare Management Pack for System Center Operations Manager 35

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Viewing Usage Counters To access usage counters: 1. Click Monitoring. 2. In the Monitoring pane, choose Xerox Printer>Usage Counters. 3. The Usage Counter pane shows a graph of current usage and a legend denoting the rules by color. CentreWare Management Pack for System Center Operations Manager 37

Usage graph Legend 38 CentreWare Management Pack for System Center Operations Manager

Reading the Graph The legend indicates the color for each rule depicted in the graph. According to the legend, this graph indicates total impressions (in green) and color printed 2-sided (in red). The y-axis of the graph shows that the total impressions are between 1200 and 1500. The x-axis of the graph shows the time period for the count. The evenness of the green line indicates that the total impressions count remained the same during the specified time period. CentreWare Management Pack for System Center Operations Manager 39

Analyzing CentreWare Management Settings Rules Details A rule is a set of criteria for logging a specific event. You can view rules in the Authoring pane. To view rules in the Authoring pane: 4. Click Authoring. 5. In the Authoring pane, choose Management Pack Objects>Rules. 40 CentreWare Management Pack for System Center Operations Manager

6. In the Rules pane, click Change Scope. 7. The Scope Management Pack Objects by target(s) screen opens. Select View All Targets. Note: If all targets are selected, click Clear All before continuing. 8. Select SNMP Network Device. CentreWare Management Pack for System Center Operations Manager 41

9. The Rules names are displayed in the Rules view. 10. Review the table below for complete details on these rules. Rule Name Total Impressions Power on Impressions Black Printed Impressions Black Printed 2 Sided Impressions Indicates: total impressions counter data in the Xerox printers power on impressions counter data in Xerox printers black printed impressions counter data in Xerox printers black printed 2-sided impressions counter data in Xerox printers Black Printed Sheets Color Printed Impressions Color Printed Sheets Color Printed 2 Sided Impressions black printed sheets counter data in Xerox printers color printed impressions counter data in Xerox printers color printed sheets counter data in Xerox printers color printed 2-sided impressions counter data in Xerox printers Color Impressions Black Impressions color impressions counter data in Xerox printers Black impressions counter data in Xerox printers 42 CentreWare Management Pack for System Center Operations Manager

Health Explorer Details The Health Explorer tool is used to define and diagnose failures in managed Xerox printers. It enables you to view and take action on alerts, state changes, and other issues generated by monitoring network printers. To open Health Explorer for managed Xerox printers: 1. Click Monitoring. 2. In the Monitoring pane, select Network Devices State. 3. From the Network Devices State pane, select the device. 4. From the Actions pane, click Health Explorer. CentreWare Management Pack for System Center Operations Manager 43

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5. The Health Explorer for the selected device is indicated. Under Entity Health, click Availability. 6. Each of the items listed below Availability are called unit monitors. From the right pane, click the State Change Events tab. CentreWare Management Pack for System Center Operations Manager 45

7. The State Change Events pane displays the timing details for each unit monitor. 46 CentreWare Management Pack for System Center Operations Manager

As the status of the printer changes, then the state of the monitors will change accordingly. For example: if the printer s input tray is opened, then the unit monitor Input Tray Missing will change the state from Success to Critical. As the printer status is changed, the state of the unit monitors will be changed and alerts are also generated. CentreWare Management Pack for System Center Operations Manager 47

Tuning the Management Pack Objects for Printer Monitoring To reduce network traffic and the number of alerts, you can disable or eliminate any unit monitors that you consider not to be critical to your network monitoring. To disable or delete a unit monitor: 1. Click Authoring. 2. Under Management Pack Objects, choose the object identified as Monitors. 3. In the Monitors pane, drill down to SNMP Network Device. 48 CentreWare Management Pack for System Center Operations Manager

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4. Select a unit monitor. The unit monitor details are now indicated below the list of unit monitors. 5. Right-click and select Delete or Disable. 50 CentreWare Management Pack for System Center Operations Manager

Changing Task Settings As the administrator, you can control whether or not you want to see when a task is running. By default, you ll see all tasks when they run. To run a task silently, follow the steps below. To run a task silently: 1. From the Tasks pane, select a task, right-click, and select Properties. 2. The Open Web Console of Xerox Device Properties screen opens. Select Command Line tab. 3. Under Additional Settings section, de-select Display output when this task is run check box. CentreWare Management Pack for System Center Operations Manager 51

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Troubleshooting This troubleshooting section identifies and provides solutions to correct some of the common performance issues and error messages you may experience while using CentreWare Management for SCOM. One printer is not discovered, but other network devices are discovered Ping the printer from a command shell prompt. If ping is unsuccessful, there is either a problem with the printer's network connection or the printer is configured incorrectly. If the ping is successful, attempt to open the printer's Web page. Examine the printer's network properties for tcp/ip and change as necessary. SNMP Network Device Tasks do not show up in the Action pane When you choose Network Device>Network Devices State or Xerox Printer>Alerts or Usage Counters, and the network device tasks don t show up in the Actions pane, select a device in the Alerts pane. CentreWare Management Pack for System Center Operations Manager 53

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If the Tasks don t show up after selecting the device, go to the Administration view and reload the Xerox Printer Management Pack. The SNMP Network Device Tasks should now be displayed in the Actions pane. CentreWare Management Pack for System Center Operations Manager 55

Appendix A Default Values for Alert Details: Alert Resolution Cause Summary Related Links Low Toner Add toner to printer Toner supply is nearly empty. Add toner to maintain printer operation No Toner Add toner to printer Insufficient toner for printing Low Paper Add paper Paper is low in one or more trays Out of Paper Put paper in printer There is no paper of the size and type required for pending print jobs. Add toner to this printer to maintain image quality. Paper and other supplies may now be ordered online from Xerox. Add toner to this printer to restore printer operation. Paper and other supplies may now be ordered online from Xerox For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox. For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox http://www.xerox.com/supplies http://www.xerox.com/supplies http://www.xerox.com/supplies http://www.xerox.com/supplies Door Open Completely close all printer access doors and covers One or more printer access doors or covers is either or open or not completely closed Printer operation will resume when the access doors and covers are properly closed. The printer s display will provide specific instructions to restore operation If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Paper Jammed Misfed sheets must be removed from the printer to unblock the paper path. A mechanical failure has occurred because the paper path in the printer is blocked by a misfed sheet of paper Printer operation will be restored after the misfed paper is removed If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com 56 CentreWare Management Pack for System Center Operations Manager

Alert Resolution Cause Summary Related Links Offline the fault as shown on the printer s front panel. Further action may be necessary, such as rebooting or calling for service. The printer automatically goes offline (not available to receive further print jobs) when certain faults occur. Correct the fault by performing the task as indicated on the printer s front panel. Further action may be necessary, such as rebooting or calling for service/assistance If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Service Requested Place a service call. A fault has occurred at the printer that requires a service call A fault of this nature normally causes an error code to be posted on the printer s display. This faultcode will be cleared when the printer is serviced. If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Input Tray Missing Return the paper tray to the operating (closed) position. One or more paper trays are either removed from the printer or not properly closed This Alert is caused by one or more paper trays incorrectly positioned for printer operation. If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Output Tray Missing Correct the problem(s) with the printer s paper destination This may be caused by a fault with a finishing device (if installed) or incorrect printer configuration. Check the printer s display. If you are not able to correct the problem, call for service If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Marker Supply Missing Replace the Xerographic unit. The Xeroographic replaceable unit has been removed from the printer The Xerographic unit contains components for marking the paper. This is a customerreplaceable unit (CRU). Check the printer s display. If you are not able to correct the problem, call for assistance. Paper and other supplies may now be ordered online from Xerox http://www.xerox.com/supplies If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Output Bin Near Full Remove completed print/copy jobs from the printer s output tray Printed jobs and/or copy jobs have nearly filled the printer s output tray Too many completed jobs are in the printer. Remove the completed jobs to avoid interrupting printer operation If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com Output Bin Full Remove completed print/copy jobs from the printer s output tray Printed jobs and/or copy jobs have filled the printer s output tray. Too many completed jobs were left in the printer. Printer operation has been suspended pending removal of completed jobs from the output tray If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com CentreWare Management Pack for System Center Operations Manager 57

Alert Resolution Cause Summary Related Links Input Tray Empty Put paper in printer There is no paper of the size and type required by this printer For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox. http://www.xerox.com/supplies Overdue Preventative Maintenance Call for service The printer is pastdue for a preventative maintenance service call Preventative maintenance is required to maintain quality printing Contact your local system administrator or call Xerox Customer Support at 1-800- 821-2797. Online support is available from http://www.support.xerox.com 58 CentreWare Management Pack for System Center Operations Manager

Glossary Actions pane: lists the tasks used to manage Xerox printers. Administration view: top-level view used for configuration management with SCOM 2007. alert: a message that indicates a failure or problem with a printing device. Authoring pane: a SCOM feature that allows you to modify existing rules device discovery: the method used to find networked Xerox devices and adds discovered devices to the System Center Operations Center for 2007 (SCOM) database. Discovery wizard: the utility within SCOM that leads you through the device discovery procedure. Health Explorer: a tool that helps you define and diagnose failures in managed Xerox printers. It lets you view and take action on alerts, state changes, and other issues generated by monitoring network printers. Importing management packs: the act of adding a management pack to the existing SCOM 2007 database. management pack objects: rules, knowledge (such as vendor-specific information), and views. management packs: a collection of rules, knowledge, and public views that make it possible to get a wide range of information from different sources. Management packs are used to determine how a SCOM 2007server collects, handles, and responds to data. Monitoring pane: shows the status of network Xerox devices. Multi-function device: Xerox multi-function printers are also sometimes referred to as multi-function devices or MFDs. rule: a set of criteria for logging a specific event. You can modify rules in the Authoring pane. state change: a change in the status of a networked device. Some state changes cause an alert to be sent. task: a utility to manage a Xerox printer or network device, such as Ping Xerox Device. network device: within the context of Xerox printer management pack, it s a discovered device that will be monitored and managed within SCOM 2007. SA or system administrator: a user with complete rights to the server, which allows them to make changes to the server as necessary. Usage counters: indicates that the number of sheets printed. CentreWare Management Pack for System Center Operations Manager 59

Index Analyzing CentreWare Management Settings. 40 Discovering Devices... 16 Getting Started... 4 Health Explorer Details... 43 Installing... 6 Installing CentreWare Management Pack for System Center Operations Manager... 6 Introduction... 4 Managing Printers... 16 Override of the Monitors... 22 Performing Tasks... 29 Purpose of User Guide... 4 Rules Details... 40 System Requirements... 5 Troubleshooting... 53 Tuning the Management Pack Objects for Printer Monitoring... 48 Uninstalling CentreWare Management Pack for System Center Operations Manager... 14 Viewing Alerts... 32 Viewing Usage Counters... 37 60 CentreWare Management Pack for System Center Operations Manager