session objectives and takeaways identify the role of service manager in the system center suite...

Cost Effective Incident, Change & Problem Management with Microsoft System Center Service Manager

Session Objectives And Takeaways

Identify the role of Service Manager in the System Center suiteService Manager - Integrating People, Process and TechnologyService Manager – Integration PlatformDemos, Demos, Demos

Client Lifecycle Management

Orchestration

Assess Inventory and

Compatibility

Deploy OS and

Applications

Manage User Access

Backup, Repair,

& Restore

Incident, Problem & Change Management

Monitor Performance

and Configuratio

n

Enhancing the value of ECAL

Service Manager unifies IT processes

• Provide choice and flexibility • Deliver efficient support, anywhere, anytime• Increase responsiveness and satisfaction

User Centric

• Reduce downtime, lower time to resolution• Improve reliability • Make it easier to manage compliance and risk

Service Centric Data Center

• Demonstrate value of the IT investment• Ensure IT governance, risk, and compliance • Adapt to ever-changing needs of the organization

Business Aligned

Integrated

CMDB

Core IT Process Automation

Knowledge Base

Efficient

Self Service Portal

Automated Notifications

Integrated Service Maps

Business Aligned

Asset Management

Compliance and Risk Management

Informed Decision Making

Integrated | Efficient | Business Aligned

Integrated Platform for Orchestrating People, Process, and Technology

CONNECTORS

Asset ManagementSelf Service IT Business Intelligence

Service Level Management

Compliance and Risk

Service Manager - The Power is in the Integration

Automate and Deploy

Capacity and Utilization

Inventory and Usage

Alert Management

Portal

Incident and Problem

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

Change and

Active Directory

Release

Service Manager Capabilities

Integrated System Center CMDB System Center common schema

Object Model Based on Operations ManagerIT assets and services are Configuration Items (CIs)Incidents, change requests, and problems are Work Items (WIs)

Configuration Management Database (CMDB) features:

Connectors sync data with external systemsCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mapping

Integrated | Efficient | Business Aligned

Work ItemsConfig Items

CMDB Data

Relationships

Incident ManagementKeep users and data center services up and running, and restore service quickly

Process workflowsEscalationsNotifications

Customizable templatesKnowledge & HistoryAutomatic incident creation

Desired Configuration Monitor (DCM) errorsOperations Manager alertsInbound EmailPortal

Over 75% of all incidents are caused by poor

Change Management

Change ManagementMinimize errors and reduce risk

Typical Change ModelsStandard, Major, Emergency…Review and Manual activities

Customizable TemplatesWorkflows and NotificationsAnalyst Portal

Approvals via WebRelate Change Requests to Incidents, Problems and Config Items

33% of customers plan to automate change over the next three

years

Problem ManagementEnables organizations to identify and track problems

Problem creation from similar incidentsLink Incidents and Change requests to problemAuto resolution of Incidents linked to the Problem

Knowledge ManagementReducing time to resolution

Knowledge articlesCustomer, Partner, and Analyst authored contentLocal content and links to external contentEnd User and Analyst SectionsRatings

Knowledge SearchFull text, keywords, categoriesRelated incidents, change requests, problems

Console and Web interfaces

Empowering the End UserUser self-service portal

Provision SoftwareReset PasswordsCreate/view service requests

View announcementsSearch/view knowledge base

Self Service Portal reduces help desk calls

by 30%

Deliver Efficient and Responsive User Support

• Provide choice and flexibility • Deliver efficient support, anywhere, anytime• Increase responsiveness and satisfaction

User Centric

DemoService Manager Workflow

End User – Al Young

Submits Incident

Service Manager Console

Analyst sees incident in his Queue

Administrator

Configures

Analyst – Phil Otten

RoutesClassifies

Demo

Eliminate Costly Downtime in the Data Center

• Reduce downtime, lower time to resolution• Improve reliability • Make it easier to manage compliance and risk

Service Centric Data Center

Operations Manager Integration

Alert IncidentsCreate incident from Alert Sync and resolve OM alertsView Alert details from SM

CMDBCreation of CIs from OM discovered objectsOM Health Explorer for CI

ServicesSync Distributed Applications as Services

Connector

CMDB

Service monitored

Incident closed

Incident resolved

Incident created

Alert generated

Incident diagnosed

Connector

Scenario -- Eliminating Costly Downtime through Auto Detection

demo

Align to Business Goals

• Deliver value for the IT investment• Ensure IT governance, risk, and compliance • Adapt to ever-changing needs of the

organization

Business Aligned

Provance and Service Manager

Process Management Pack extension that provides IT asset lifecycle management and software asset management capabilities within Service Manager

CTP May 2009; Beta August 2009; RTM Spring 2010

Provance IT Asset Management Pack forMicrosoft System Center Service

Manager

Exchange WS 2008 Windows 7

Regulatory Docs

Governance, Risk & CompliancePROBLEM / OPPORTUNITY

GRC= 8% of US GDP ($1 Trillion) Adds $7000 in cost / Employee

Reports ReportsReports

CONTROL OBJECTIVES

CONTROL ACTIVITIES

Client Managed

Service Manager CMDB

Scenario – Supporting Configuration ComplianceDCM and incident management

DCM compliance

drift

Incident created

Diagnose Change requested

Remediation action

Connector

Connector

demoManaging Compliance with Service Manager and Configuration Manager

Business Intelligence for ITIntegrated across System Center

Easy installation through Service Manager setupSupports Configuration Manager, Operations Manager, and Active Directory integration knowledge

Data Warehouse repository database

Store large amounts of dimension and fact data Provide a historical recordRetain data groomed from the CMDBModel-driven: MP extends DW schema

We Use Service Manager To …

Efficien

t Support

• Implement ITIL and MOF

• Decrease calls to the service desk

• Provide self-help and provisioning

Integrated Kn

owledge

• Simplify compliance management

• Decrease cost of resolution

• Integrate workflows

Busines

s Alignmen

t

• Manage IT assets

• Analyze IT performance

• Increase confidence in risk management

© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after

the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Service Manager Authoring ToolFirst look in Beta 2, ships with SM ConsoleDrag and drop designers – no code or XML required!Forms customization

Add/remove/move controls, change formatting, validation rules

Extend CMDB model Add new classes, relationships, and properties

Workflow authoringCompose workflowsSystem workflows for other process automations