Service Manager Integration with System Center

1. BB09 Service Manager Integration with System Center Nigel Cain, Senior Program Manager Microsoft Corporation

2. Session Objectives and Takeaways • Session Objectives: • Show integration points between Service Manager and other System Center Products • Encourage adoption of Service Manager • Key Takeaways: • Service Manager works well with Configuration Manager 2007 • Self-service Software provisioning • Desired Configuration Management (DCM) • Service Manager works well with Operations Manager 2007 • Alert  Incident creation & resolution • Service definition and mapping • Service Manager enables data integration across the enterprise • CMDB + Connectors • Opalis Integration Server

3. Integrated Platform for Orchestrating People, Process, and Technology • INTEGRATED • EFFICIENT • BUSINESS ALIGNED CMDB IT Process and Workflow Automation Service Maps Self Service Portal Automated Notifications Knowledge Base IT Business Intelligence Compliance and Risk Management Asset Lifecycle Management

4. Service Manager: The Power Is in the Integration Asset Compliance & Risk Incident Problem Change Configuration Management DB Portal Forms Workflows Configuration Items Knowledge Work Items Data Warehouse

5. Service Manager Value Proposition • Enable self-service to lower support costs and increase end-user satisfaction • Provide choice and flexibility • Efficient support anytime, anywhere • Realize value of the IT investment • Adapt to ever-changing needs of the organization • Automate compliance mgmt to reduce business risk END USER BUSINESS IT SERVICE MANAGEMENT GOALS • Improve reliability • Reduce server downtime and improve time to resolution in the data center • Simplify compliance and risk mgmt DATA CENTER

6. Enable Self-service to Lower Costs and Increase End-user Satisfaction

7. Integrated Self-Service Portal The average cost of a single call is $25 to $30 Self Service Portals reduce calls by 30% • Provision Software • Reset Passwords • Create/view service requests • View announcements • Search/view knowledge base

8. Scenario: Automating End-user Software Request • Manager • End User Create Packages & Programs End User Requests Software Manager Approves Request Advertisement Delivered Software Deployed Configure SM Portal

9. Self-service Software Provisioning using Service Manager & Configuration Manager demo

10. System Center integration for the IT Analyst

11. SC Integration Overview • Work Items • Incidents • Change Requests • Config Items • Computers • Users • Services Knowledge Articles Models Worklows • Configuration Items are synchronized via connectors unidirectional into the CMDB • CM – Computers with inventory, collections, DCM baselines • OM – MP inventory, distributed applications • AD – Users, groups, printers, computers • Work Items are synchronized via workflows • CM – unidirectional into the CMDB for DCM baseline violation as Incidents • OM – Bidirectional for Incidents generated from Alerts WI CI CMDB

12. Service Manager Value Proposition • Enable self-service to lower support costs and increase end-user satisfaction • Provide choice and flexibility • Efficient support anytime, anywhere • Realize value of the IT investment • Adapt to ever-changing needs of the organization • Automate compliance mgmt to reduce business risk END USER BUSINESS IT SERVICE MANAGEMENT GOALS • Improve reliability • Reduce server downtime and improve time to resolution in the data center • Simplify compliance and risk mgmt DATA CENTER

13. SC Integrated Incident Management • Incidents from Alerts address these aspects

14. Scenario: Automating SCOM Alert  Incident • IT Analyst / Operator SERVICEMONITORED INCIDENT RESOLVED ALERT GENERATED INCIDENT CREATED INCIDENT DIAGNOSED INCIDENT CLOSED CONNECTOR CONNECTOR

15. Alert to Incident Creation using Service Manager & Operations Manager demo

16. Service Manager Value Proposition • Enable self-service to lower support costs and increase end-user satisfaction • Provide choice and flexibility • Efficient support anytime, anywhere • Realize value of the IT investment • Adapt to ever-changing needs of the organization • Automate compliance mgmt to reduce business risk END USER BUSINESS IT SERVICE MANAGEMENT GOALS • Improve reliability • Reduce server downtime and improve time to resolution in the data center • Simplify compliance and risk mgmt DATA CENTER

17. Compliance Management • Major scenarios • Reduce operational cost by managing deviation from standardized configuration • Manage regulatory compliance • Service Manager works with DCM to help with both • Regulatory compliance is focus of additional solution (BI03)

18. Scenario: Automating Compliance with DCM • IT Analyst / Operator REMEDIATION ACTION DCM DRIFT INCIDENT DIAGNOSED CLIENT MANAGED CHANGE REQUESTED INCIDENT CREATED

19. Compliance Management using Service Manager and Configuration Manager DCM demo

20. Data Integration using Service Manager Charlie Chase Group Program Manager Microsoft Corporation

21. CMDB + Connectors = Data Integration • Configuration Management Database (CMDB) stores • Configuration Items (CI) = computers, software, users • Work Items (WI) = incidents, problems, change requests • Relationships between CIs and between CIs and WIs • CMDB schema is extensible using Management Packs and Authoring Tool • Common schema shared with SCOM • Authoring tool supports customization of forms, workflows and schema extensions • Connectors automatically create CIs in the CMDB from other databases • Connectors run on a schedule and data is watermarked to facilitate efficient data synchronization • Service Manager ships with Connectors for SCCM, SCOM and Active Directory • Data integration with other products is provided by Opalis Integration Server

22. Service Manager Data Integration using Opalis Service Manager syncs data between its CMDB and other product databases using Opalis to support data integration and interoperability across the Enterprise

23. Summary – Service Manager 2010 Flexible solutions to automate common IT processes ITIL / MOF Workflows Self-service Deep integrationwith other System Center products Configuration Mgr Operations Mgr Active Directory Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Incident and Problem Authoring Knowledge Base Workflows Portal Change Data Warehouse CMDB

24. Service Manager is Ready for YouCustomers Love the Integration, ROI and Simplicity! • Equiniti With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,” Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes to fix other problems.” Matt Higham, Technical Strategy Consultant • Avanade “We deployed the program in a matter of weeks with no real learning curve for our staff,” Shulik says. “Out of the box, System Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.” Kristin Shulik, Product Manager for IT Management Services • General Mills “Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager

25. System Center Service Manager Roadmap 2012 H1 R2 R2 Beta H2 2011 SP1 H1 Compliance Solution Authoring Tool H2 V1 2010 H1

26. Call To Action & Resources Available April 23! • Evaluate & Deploy Service Manager 2010 RTM • Hosted test drive & labs • Download installable RTM Evaluation Version http://www.microsoft.com/systemcenter/en/us/default.aspx#download-trials • Get Trained - Microsoft Official Curriculum Courseware • 50217: Planning, Deploying and Managing Service Manager 2010 (4 days) -May • 50377: Extending Service Manager 2010 (1 day) – June/July • Get Involved in the Community • Blog: http://blogs.tecnet.com/servicemanager • Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager • Twitter: Use #SCSM and #ServiceManagerhashtags

27. © 2010 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.