System Center Service Manager 2012 technical overview

Walter PitrofTechnology Solution Professional Microsoft Switzerlandwalter.pitrof@microsoft.com

Agenda

Your ExpectationThe Power is in the IntegrationIntegrated System Center CMDBSelf-Service PortalIncident and Problem ManagementChange ManagementKnowledge ManagementDemoQ & A

Service Manager 2012The Power is in the Integration

CONNECTORS

Asset Management(Provance)

Self Service IT Business Intelligence

(OLAP)

Service Level Management

Compliance and Risk

Service Manager 2012The Power is in the Integration

SCCM 2007SCCM 2012

SCOM 2007SCOM 2012

Orchestrator

SCVMM 2012

Active Directory

Portal

Incident and Problem

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

Change and Release

CSV Exchange 2007

Exchange 2010

Service Request

Service Manager Enables Standardization

Business Process Defined in TemplatesCMDB Data Standardization

Common ModelReconciliation of Data

Service Catalog

System Center Data WarehouseReplace System Center Reporting Manager (SCRM)*

Pull data from SM, OM & CM for a comprehensive view of ITEnable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)

Enable self service report & dashboard authoring with OLAP cubes

OLAP cubes powered by the System Center management pack modelReport authoring with Office integration for knowledge workers

OLAP

Data Warehous

e

OLAP = Online Analytical Processing

Integrated System Center CMDB

Integrated System Center CMDB

System Center common schemaObject 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 Items

Config Items

CMDB Data

Relationships

Connectors, Configuration Items

demo

Self-Service

Service Manager Enables Self-Service

Portal

Reports & Dashboards

E-Mail & Other Clients

Excel

Completely new portalSilverlight web parts hosted in SharePoint Foundation 2010 or higherCustomize out-of-box web parts using SharePoint admin toolsExtensible via SharePoint extensibility for hosting web parts

Portal featuresService Catalog Scoped to User RolesCustomizable, Dynamic Forms

Presentation: IT Service Offerings

Self-Service

demo

Incident and Problem Management

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

Process workflowsEscalations

Notifications

Customizable templatesKnowledge & HistoryAutomatic incident creation

Desired Configuration Monitor (DCM) errors

Operations Manager alerts

Inbound Email

Portal

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

Incident and Problem Management

demo

Service Requests

IT as a Service ArchitecturePortal: Role-based Access, Self Service

CMDB

Models / Objects:Quota, Access,

Costs, Templates, VMs, Services,

Clouds, Runbooks

Request Processing:Business process WF

engine

Service Catalog: Service and Request Offerings

Business Events

Subscriptions

Orchestrator: IT process automation

Run book

s

OMOther IT SystemsVMM

Connectors

DW

InvokeMonitor

Integration Packs

WI activities

Notifications

Approvals

PRESENTATIONIT Service Offerings

DATACMDB

enables standardizati

on and compliance

Automation

Request Processes

WORKFLOWRequest processes drive

automation

Release Management

Definition: Release

A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment

Release

Approved Changes

(ChM)

Release Planning

Release Building

Acceptance Testing

Release Preparation

Release Deployment

Change Review (ChM)

End

SCSM Release Management StoryProject 1: HRWeb

Upgrade

CR 1.1 Infra

Upgrade

CR 1.2 HRWeb

App. Upgrade

JanuaryRelease

February Release

MarchRelease

Project 2: OCS to Lync Upgrade

CR 2.1 Prepare

Environments

CR 2.2 OCS to Lync

Servers Upgrade

CR 2.3Lync Client SW

Upgrade

Project 3: New Printing Infra

CR 3.1 Network Upgrade

CR 3.2 … CR 3.3 …

Release Management in Projects vs. in IT Operations

In Projects: “hand over a project”“On time, on budget, agreed quality” Usually is a single app, infrastructure, or a serviceHas specific start and endQuite often treats supportability aspects as low priority

In IT Operations: “Take Over and Operate” multiple Changes

RM’s goal is to deploy many changes in the most efficient, effective and consistent manner through the whole lifecycle of IT services“Endless” discipline working with multiple projects

Project

IT Operatio

ns

Change & Release

Management

Change vs. and Release Management in Operations

Change Management makes decisions about individual changes

Risk, Impact, Cost, Feasibility etc.

Release Management deploys one or more approved changes to the controlled environments

Demo: Release Record

Change Management

Change ManagementMinimize errors and reduce risk

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

Customizable TemplatesWorkflows and NotificationsAnalyst Portal

Approvals via Web

Relate Change Requests to Incidents, Problems and Config Items

Knowledge Management

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

Service Manager Authoring Tool

Service Manager Authoring ToolDrag 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 authoring• Compose workflows using

predefined activities• Define automated activity

rules to execute these workflows

Q&A

© 2011 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.