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