mgt310 reduce support costs and improve business alignment with microsoft system center service...
DESCRIPTION
System Center Service Manager, through the power of its integrated platform, reduces costs, improves service levels, delivers informed decision making and reduces the burden of compliance. In this session learn how Service Manager, now in Beta Two, lowers the cost of incident and problem resolution and provides a streamlined approach to change management by providing integrated knowledge of configuration items and the ability to easily assess the current health state of IT services by seamlessly integrating the activities between Service Manager, System Center Operations Manager and System Center Configuration manager. Also see how Service Manager will deliver a compliance and risk process management pack that harmonises over 350 regulatory standards into a comprehensive set of control objectives that can be managed and tracked.TRANSCRIPT
Improving User Service & Business Alignment with System Center Service Manager 2010MGT310
Clare Henry Director Technical Product Marketing
Michael NappiProduct Unit Manager
Microsoft System Center
PEOPLE PROCESS TECHNOLOGY
AUTOMATE OPTIMIZE SIMPLIFY
INTEGRATED EFFICIENT BUSINESS ALIGNED
CMDB
IT Process and workflow Automation
Service Maps
Integrated Platform for Orchestrating People, Process, and Technology
Self Service Portal
Automated Notifications
Knowledge Base
Asset Management
Compliance and Risk Management
Informed Decision Making
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
ASSET MANAGEMENT
PROVANCE
SELF SERVICE IT BUSINESS INTELLIGENCE
COMPLIANCE AND RISK
IT ANALYST
Service Manager : The Power is in the Integration
Incident and Problem Change
Portal
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
Integrated System Center CMDBSystem Center common schema
Common schema across System Center
Object model is based on Operations Manager
IT assets are represented as configuration items (CIs)
Incidents, change requests, and problems are represented as work items (WIs)
Configuration Management Database (CMDB) features
Create, update, and view CIs
Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users
Automatically track CI change history
Service definition and mapping
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Incident Management Restore service quickly
75 to 80% of all incidents are caused by poor change management
Automatic incident creation between Config and Ops Manager
Efficient resolution with knowledge base and history
Ensure accurate and efficient recording with pre-defined templates
33% of customers plan to automate change over the next three years
Change Management Minimize errors and reduce risk
Embed standard processes
Efficiently create change requests
Fill in information quickly using templates
Knowledge Management Reducing time to resolution
Knowledge articles:• Customer, Partner, and Analyst
authored content• Capture existing knowledge published
on the Web• Links to external and local content• Ratings
Searchable:• Full text• Keywords• Related incidents, change requests,
knowledge articles
Integrated across System CenterDemonstrate performance
Identify opportunities for service improvements
Data Warehouse repository database
Database Performance
Model data and prune to the right subsets
Built on SQL Reporting services
Model-driven
Data Warehouse: Business Intelligence for IT
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Service Manager Driving Service Management Outcomes
IT SERVICE MANAGEMENT GOALS
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
BUSINESS
Realize value of the IT investmentEnsure IT governance, risk, and compliance Adapt to ever-changing needs of the organization
DATA CENTER
Reduce downtime, lower time to resolutionImprove reliability Simplify the management of compliance and risk
END USER
Provide choice and flexibility Deliver efficient support, anywhere, anytimeIncrease responsiveness and satisfaction
CONNECTOR
Scenario – Datacenter IntegrationEliminating costly downtime through auto detection
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
CONNECTOR
ALERT GENERATED
INCIDENT CREATED
INCIDENT RESOLVED
INCIDENT DIAGNOSED
INCIDENT CLOSED
SERVICE MONITORED
Scenario - Empowering theEnd User
The average cost of a single call is $25 to $30
Self Service Portals reduce calls by 30%
Provision SoftwareReset PasswordsCreate/view service requestsView announcementsSearch/view knowledge base
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Deliver Efficient and Responsive User-Centric Service
demoCharlie ChaseGroup Program ManagerMicrosoft Corporation
Service Manager Authoring ToolDrag and drop designers – no code or XML required!Forms customization• Add/remove/move controls,
change formatting, validation rulesExtend CMDB model • Add new classes, relationships, and
propertiesWorkflow authoring• Compose workflows using
predefined activities• Define automated activity rules to
execute these workflows
Extending Service Managerdemo
Travis WrightSenior Program ManagerMicrosoft Corporation
Scenario - Automating ComplianceDCM Integration
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
DCM DRIFT
INCIDENT CREATED
CHANGE REQUESTED
INCIDENT DIAGNOSED
REMEDIATION ACTION
CLIENT MANAGED
Managing Compliance and Riskdemo
Charlie ChaseGroup Program ManagerMicrosoft Corporation
Summary – Service Manager 2010On Track for 1H 2010 RTM!
Flexible solutions to automate common IT processes
ITIL / MOFWorkflow orchestrationSelf-service
Deep integration with other System Center products
Configuration ManagerOperations ManagerActive Directory
Comprehensive, extensible platform for orchestrating people, processes, and systems
Public SDKTools for IT and DevConnectors
Incident and Problem
Change
Portal
Workflows
Knowledge Base
Data Warehouse
CMDB
Authoring
ResourcesBeta 2 available now from
http://connect.microsoft.com
Give us feedback through the Service Manager Forumshttp://social.technet.microsoft.com/Forums/en-US/category/servicemanager/
Read the Service Manager blogshttp://blogs.technet.com/servicemanager
Additional info available at: http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
System Center Roadmap
2010
vNext
vNext
vNext
V1
2009 & R2
2010
2007 R2
2007 R2
2007 SP1
2008
2008
2007 SP1
2007 SP1
2010 & R2
2008 R2
2007 SP2
V2 & V3
2008
2010
2011 & R2
vNext
2007 R3
2009 2010 2011
Related Content
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Complete an evaluation on CommNet and enter to win an Xbox 360 Elite!
question & answer
© 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.