microsoft service manager 2010
DESCRIPTION
In May, C/D/H presented to a group of IT professionals on behalf of Microsoft.. Attendees learned about Microsoft’s Service Manager 2010, an integrated platform for orchestrating people, process and technology. This slide deck illustrates how Service Manager can help you adapt to new business requirements while reducing cost, lowering time to resolution, and aligning IT to the business. For more infomation about C/D/H or Microsoft Service Manager, contact (248) 546-1800 or (616) 776-1600.TRANSCRIPT
![Page 1: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/1.jpg)
C D HC D H
C D H Service Manager 2010Integrated Integrated Platform for Orchestrating People, Platform for Orchestrating People,
Process andProcess and TechnologyTechnologyProcess and Process and Technology Technology
![Page 2: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/2.jpg)
C D H Quick FactsC D H Quick Facts
Ab U A h P hiAbout Us• 20th Year• Grand Rapids &
Approach• Vendor Agnostic• Non-reseller
Partnerships• Microsoft Gold• VMware Enterprise• Grand Rapids &
Royal Oak• 25 Staff
• Non-reseller• Professional
Services Only
VMware Enterprise• Cisco Premier• Novell Platinum• Citrix Silver
![Page 3: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/3.jpg)
C D H ExpertiseC D H
I f
Expertise
P j M PInfrastructureProject Management PICCAA
Access & Identity ManagementCollaboration
![Page 4: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/4.jpg)
C D H AgendaC D H Agenda
• Source of Operational Problems• Overview• Integrated System Center CMDBIntegrated System Center CMDB• Self-Service Portal• Incident and Problem Management• Change Management• Change Management• Knowledge Management• Service Manager Authoring Tool• 3rd Party Integration• 3rd Party Integration• Opalis• System Center Roadmap
S stem Center Licensing• System Center Licensing
![Page 5: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/5.jpg)
C D HC D H
C D H Source of Operational Problems
![Page 6: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/6.jpg)
C D H Source of Operational ProblemsC D H• Forget• Change
Source of Operational ProblemsOPERATIONS Forget
Something• Lack of
Procedures
Change Management
• Overloaded• Weak Problem
OPERATIONS
Procedures• Backup
Errors/Security
• Weak Problem Detection
OperatorError
ApplicationFailure Error
40%Failure
40%
Other20%
• Hardware/OS• Network
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002
• Power and Disaster
![Page 7: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/7.jpg)
C D H What our Customer data tells usC D H What our Customer data tells us22% are how-to related – poor /
i21% is
everything else
33% were due to
Installation
improper operations of
the environment
y gcombined
(“unclassified” or ‘other’)
Operational issues48%
Misconfiguration
Installation issues
Operational issues account for 76% of Critical Situations
(CritSits)
Misconfiguration
67% POST installation
6% due to KNOWN bugs-already fixed
installation ‘changes’
3% already fixed
bugs
3% NEW bugs
![Page 8: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/8.jpg)
C D HPeople, Process, or Technology
C D H Problem?
![Page 9: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/9.jpg)
C D HC D H
C D H SCSM 2010 Overview
![Page 10: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/10.jpg)
C D H Service Manager 2010C D H Service Manager 2010The Power is in the Integration
Asset Management
Self Service IT Business Intelligence
Service Level Management
Compliance and Risk
Portal
Incident and ProblemIncident and Problem
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
Change
CONNECTORSCONNECTORSCONNECTORSCONNECTORS
Data WarehouseCMDB
CONNECTORSCONNECTORSCONNECTORSCONNECTORS
Automate and Deploy
Capacity and Utilization
Inventory and Usage
Alert Management
Active Directory
![Page 11: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/11.jpg)
C D HC D H
C D H Integrated System Center CMDB
![Page 12: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/12.jpg)
C D H Integrated System Center CMDBC D H Integrated System Center CMDB
• System Center common schema– Object Model Based on Operations
Manager– IT assets and services are Configuration
Items (CIs) CMDB DataItems (CIs)– Incidents, change requests, and
problems are Work Items (WIs)
• Configuration Management
CMDB Data
Configuration Management Database (CMDB) features:• Connectors sync data with external
systems• Create, update, and view CIs
Work Items
Config Items
• Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users
• Automatically track CI change history• Service definition and mapping
Relationshipspp g
Integrated | Efficient | Business Aligned
![Page 13: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/13.jpg)
C D HC D H
Configuration ItemsConfiguration ItemsConfiguration Items Configuration Items
![Page 14: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/14.jpg)
C D HC D H
C D H Self-Service Portal
![Page 15: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/15.jpg)
C D H Empowering the End UserC D H Empowering the End UserUser self-service portal
Self Service PortalSelf Service PortalSelf Service Portal reduces help desk
calls by 30%
Self Service Portal reduces help desk
calls by 30%
Provision Software View announcementsReset PasswordsCreate/view service requests
Search/view knowledge base
![Page 16: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/16.jpg)
C D HC D H
SelfSelf--Service Portal Service Portal -- Incident Incident ManagementManagementManagement Management
![Page 17: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/17.jpg)
C D HC D H
C D H Incident and Problem Management
![Page 18: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/18.jpg)
C D HIncident Management
C D H Keep users and data center services up and running, and restore service quickly
• Process workflows– Escalations– Notifications
• Customizable templates• Knowledge & History• Knowledge & History• Automatic incident creation
– Desired Configuration Monitor g(DCM) errors
– Operations Manager alerts– Inbound Email
Over 75% of all incidents are caused by
poor Change
Over 75% of all incidents are caused by
poor Change– Inbound Email– Portal
poor Change Managementpoor Change Management
![Page 19: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/19.jpg)
C D H Problem ManagementC D H Problem ManagementEnables organizations to identify and track problems
• Problem creation from similar incidents
• Link Incidents and Change requests to problemproblem
• Auto resolution of Incidents linked to the P blProblem
![Page 20: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/20.jpg)
C D HC D H
Incident and Problem Incident and Problem ManagementManagementManagement Management
![Page 21: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/21.jpg)
C D HC D H
C D H Change Management
![Page 22: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/22.jpg)
C D H Change ManagementC D H Change ManagementMinimize errors and reduce risk
• Typical Change Models– Standard, Major, Emergency…
Review and Manual activities– Review and Manual activities
• Customizable Templates• Workflows and NotificationsWorkflows and Notifications• Analyst Portal
– Approvals via Web
• Relate Change Requests to Incidents, Problems and Config Items
33% of customers plan to automate
change over the next
33% of customers plan to automate
change over the nextConfig Items change over the next three years
change over the next three years
![Page 23: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/23.jpg)
C D HC D H
C D H Knowledge Management
![Page 24: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/24.jpg)
C D H Knowledge ManagementC D H Knowledge ManagementReducing time to resolution
• Knowledge articles• Knowledge articles– Customer, Partner, and
Analyst authored content– Local content and links toLocal content and links to
external content– End User and Analyst
Sections– Ratings
• Knowledge Search– Full text, keywords,
categories– Related incidents, change
requests, problemsC l d W b i t f• Console and Web interfaces
![Page 25: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/25.jpg)
C D HC D H
C D H Service Manager Authoring Tool
![Page 26: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/26.jpg)
C D HService Manager Authoring
C D H ToolFirst look in Beta 2 ships with– First look in Beta 2, ships with SM Console
– Drag 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 propertiesf– Workflow authoring
• Compose workflows using predefined activities
• Define automated activity rulesDefine automated activity rules to execute these workflows
![Page 27: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/27.jpg)
C D HC D H
Service Manager Authoring ToolService Manager Authoring ToolService Manager Authoring ToolService Manager Authoring Tool
![Page 28: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/28.jpg)
C D HC D H
C D H 3rd Party Integration
![Page 29: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/29.jpg)
C D H Provance and Service ManagerC D H Provance and Service Manager
Provance IT Asset Management Pack forProvance IT Asset Management Pack for
• Process Management
Provance IT Asset Management Pack forProvance IT Asset Management Pack forMicrosoft System Center Service ManagerMicrosoft System Center Service Manager
• Process Management Pack extension that provides IT asset lifecycle
t dmanagement and software asset management capabilities g pwithin Service Manager
• CTP May 2009; Beta A t 2009 RTM S iAugust 2009; RTM Spring 2010
![Page 30: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/30.jpg)
C D H ATEA Spintop’s (1/3)C D H ATEA Spintop s (1/3)
![Page 31: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/31.jpg)
C D H ATEA Spintop’s (2/3)C D H ATEA Spintop s (2/3)
![Page 32: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/32.jpg)
C D H ATEA Spintop’s (3/3)C D H ATEA Spintop s (3/3)
![Page 33: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/33.jpg)
C D HC D H
C D H Roadmap
![Page 34: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/34.jpg)
C D H RoadmapC D H Roadmap
20092009 2010201020082008
RTMRTM
H1 H2 H1H1 H2
RCRCBeta 1Beta 1 Beta 2Beta 2CTP2CTP2
![Page 35: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/35.jpg)
C D HC D H
C D H
The Value of OpalisThe Value of Opalis IT Process Automation
![Page 36: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/36.jpg)
C D HAddition Of Opalis To System
C D Hy
Center Enables Process AutomationIT P A t ti (ITPA) l k R B k A t ti (RBA) iIT Process Automation (ITPA), also known as Run Book Automation (RBA), is the ability to orchestrate and integrate IT management tools through workflow
Configuration Management
(Physical&
Data Protection &
(Physical & Virtual)
End‐To‐End Monitoring
Server Compliance
Recovery
MonitoringCompliance
![Page 37: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/37.jpg)
C D H Processes Within an IT SiloC D H Processes Within an IT SiloEvent Mgmt Triage & diagnose
IT Silos Silo ProcessesEvent Mgmt
Service Desk
Asset/CMDB
Triage & diagnose
Integrate service desks with data center tools
Update CI and assets systemsAsset/CMDB
Configuration
Virtual
Update CI and assets systems
Coordinate audit, compliance and change
Orchestrate lifecycle managementVirtual
Security
Storage
Orchestrate lifecycle management
Patch , user on-boarding, password reset
Provision, verify, manage & retireStorage
Server
Network
Provision, verify, manage & retire
Provision, verify, manage & retire
Provision verify manage & retireNetwork Provision, verify, manage & retire
![Page 38: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/38.jpg)
C D H Processes Across IT SilosC D H Processes Across IT Silos
E M
IT Silos Cross-Silo ProcessesEvent Mgmt
Service Desk
A t/CMDB
IncideR
espon C
Virtu
Asset/CMDB
Configuration
Vi t l
ent nse
Change &
Com
plianc
Prov
ual Service
Cloud C
o
Virtual
Security
St
& ce visioning
e Manage
omputing
Storage
Server
N t k
g ement
g
Network
![Page 39: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/39.jpg)
C D H Opalis Integration PacksC D H Opalis Integration Packs
> BladeLogic Operations Manager > IBM Tivoli NetCool / OMNIbus> BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS
> IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server> BMC Remedy ARS
> CA AutoSys > CA eHealth > CA NSM > CA Service Desk
> Microsoft Systems Management Server> Microsoft System Center Operations Manager > Symantec Net Backup > VMware vSphere> CA Service Desk
> CA Spectrum > EMC Smarts InCharge > FTP> HP Asset Manager
> VMware vSphere
> HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager> HP Service Manager> HP Network Node Manager
![Page 40: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/40.jpg)
C D H Automated ProcessesC D H
E t M t
Automated ProcessesIT Silos VM Provisioning ProcessEvent Mgmt
Service Desk
A t/CMDB
Monitor Servicerequest
Updaterequest
Updaterequest
Update & closerequest
Remove from Ops Manager
Add to Ops Manager
Createincident
Asset/CMDB
Configuration
Vi t l
request
Test VM DeployApplications
VerifyApplication
Create CIRetire CI
Virtual
Security
St
Stop VM Clone newVM
Updateproperties
Storage
Server
N t k
Detach Storage
Network
Integration for Virtual Machine Manager 2008 R2 not yet RTM
Detach Network Adapter
![Page 41: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/41.jpg)
C D H The Value of AutomationC D H The Value of Automation
Capability Value
Improve service performance Orchestrate tasks across systems
Capability Value
and availabilityOrchestrate tasks across systems
Optimize resources and get Standardize and document manual p gconsistent outcomesprocesses
Lower costs & reduce manualAutomate large volume and highly Lower costs & reduce manual, error prone activities
Automate large volume and highly repetitive tasks
Si lif d t tI t t S t C t ith 3rd Simplify data center management
Integrate System Center with 3rd
party tools
![Page 42: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/42.jpg)
C D HC D H
OpalisOpalisOpalisOpalis
![Page 43: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/43.jpg)
C D HC D H
C D H System Center Roadmap
![Page 44: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/44.jpg)
C D H System Center RoadmapC D H System Center RoadmapCY 2008 2009 2010 2011
![Page 45: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/45.jpg)
C D HC D H
C D H System Center Licensing
![Page 46: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/46.jpg)
C D H System Center LicensingC D H
r ** Price for Management Server with SQL
System Center Licensing
SC Ops Mgr ServerPer Instance
Man
agem
ent S
erve
r Price for Management Server with SQL Server 2005Technology (note: this includes the runtime-restricted version of SQL Server 2005 Standard Edition, which means it can only be used to support the management application that it is sold with)
SC Config Mgr ServerPer Instance
SC VMM ServerIncluded with the SMSE
and the SC VMMEnterprise Server ML
SC DPM ServerPer Instance
SC Svc MgrMgt Svr Lic
Per Instance
men
t Lic
ense
ML)
SC Config MgrEnterprise Server ML
SC Ops MgrEnterprise Server ML
SC VMMEnterprise Server ML
Server Management Suite Enterprise (SMSD)Per Processor and Unlimited OSEs
Two Processor Minimum
SC DPMEnterprise Server MLServer Management Suite Enterprise (SMSE)
SC Svc MgrServer ML
SC Config MgrStandard Server ML
Per OSE
SC Ops MgrStandard Server ML
Per OSE
Ser
ver M
anag
em(S
erve
r M Per OSE Per OSE Per Server Device
SC DPMStandard Server ML
Per OSE
Per OSEg p ( )
up to 4OSEs + Parent OSE Per OSE
SC ConfigMgr SC OpsMgr
men
t Lic
ense
ML) SC DPM SC Svc Mgr
Cli t ML
Core CAL Suite Per Device or Per User
Client MLPer OSE or Per User
Client MLPer OSE or Per User
Clie
nt M
anag
em(C
lient
Client MLPer OSE or Per User
Enterprise CALSuite Per Device or Per User
Client MLPer OSE or Per User
![Page 47: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/47.jpg)
C D H Additions to the Server Management C D H gSuites
Previous With New Capabilities
Operations Manager
NEW in H1 2010
NEW in Dec 2009Opalis grant
Service Manager
Data Protection Manager
Virtual Machine Manager
Configuration Manager
Operations Manager
Data Protection Manager
Configuration Manager
Operations Manager
SMSE / SMSDVirtual Machine Manager
SMSE / SMSDVirtual Machine Manager
• Opalis licensed via a grant to new and existing SMSE & SMSD licenses.
• Service Manager is a new component of SMSE / SMSD.
• Both changes effective for Enrollment for Core Infrastructure (ECI) licenses • Excluding ECI Standard which does not include SMSE or SMSD.
48
![Page 48: Microsoft Service Manager 2010](https://reader034.vdocuments.mx/reader034/viewer/2022042623/5470e3dbb4af9fcd0a8b4956/html5/thumbnails/48.jpg)
C D H Thank YouC D H Thank You
Royal Oak306 S. Washington Ave.
Grand Rapids15 Ionia SW
Suite 212Royal Oak, MI 48067p: (248) 546-1800
Suite 270Grand Rapids, MI 49503p: (616) 776-1600p: (248) 546 1800 p: (616) 776 1600
(c) C/D/H 2007. All rights reservedwww.cdh.com