Welcome !

1. Welcome!

2. Agenda for today • 09.30 – 10.45: Effective IT services with System Center Service Manager • 10.45 – 11.00: Break • 11.00 – 12.15: Save costs and resources with Unified Communications • 12.15 – 13.00: Sandwich lunch • 13.00 – 14.15: New breakthrough capabilities of Microsoft SQL Server 2008 R2: Business Intelligence on a self-serve basis • 14.15 – 14.30: Break • 14.30 – 16.30: A new generation of Application Lifecycle Management • 16.30: Closing & drink

3. Next session? • Thursday, April 22, 2010 @ Microsoft • Topics: • Claims-based Identity Metasystem with Active Directory Federation Services version 2 • Biztalkin the field • How Microsoft FAST Search technologies can help your business • Microsoft Software + Services: hybrid scenarios for Business Productivity

4. Feedback form Peter.Hendrickx@microsoft.com

5. Effective IT Services withSystem Center

6. AUTOMATE OPTIMIZE SIMPLIFY • PEOPLE • PROCESS • TECHNOLOGY

7. 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 Asset Management Compliance and Risk Management Informed Decision Making INTEGRATED | EFFICIENT | BUSINESS ALIGNED

8. Service Manager: The Power is in the Integration ASSET MANAGEMENT IT BUSINESS INTELLIGENCE IT ANALYST SELF SERVICE COMPLIANCE AND RISK Incident and Problem Authoring Knowledge Base SERVICE MANAGER Workflows Portal Change Data Warehouse CMDB

9. Integrated System Center CMDB • System 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

10. IncidentManagementRestore Service Quickly 75 to 80% of all incidents are caused by poor change management • Efficient resolution with knowledge base and history • Ensure accurate and efficient recording with pre-defined templates • Automatic incident creation between Config and Ops Manager

11. ChangeManagementMinimize Errors and Reduce Risk 33% of customers plan to automate change over the next three years • Embed standard processes • Efficiently create change requests • Fill in information quickly using templates

12. Knowledge ManagementReduceTime 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

13. Scenario – Empoweringthe End User 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 INTEGRATED | EFFICIENT | BUSINESS ALIGNED

14. Data Warehouse: Business Intelligence for IT • Integrated across System Center • Demonstrate 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 INTEGRATED | EFFICIENT | BUSINESS ALIGNED

15. Service ManagerDriving Service Management Outcomes • Reduce downtime, lower time to resolution • Improve reliability • Simplify the management of compliance and risk DATA CENTER • Provide choice and flexibility • Deliver efficient support, anywhere, anytime • Increase responsiveness and satisfaction IT SERVICE MANAGEMENT GOALS END USER • Realize value of the IT investment • Ensure IT governance, risk, and compliance • Adapt to ever-changing needs of the organization BUSINESS INTEGRATED | EFFICIENT | BUSINESS ALIGNED

16. Scenario – Datacenter IntegrationEliminating costly downtime through auto detection ALERT GENERATED INCIDENT CREATED INCIDENT DIAGNOSED INCIDENT RESOLVED INCIDENT CLOSED SERVICE MONITORED Service Manager Connector INTEGRATED | EFFICIENT | BUSINESS ALIGNED

17. Addition of Opalis to System CenterEnabling the IT Process Automation IT Process Automation (ITPA), also known as Run Book Automation (RBA), is the ability to orchestrate and integrate IT management tools through workflow • Helps meet strategic IT goals through improving service to business • Replaces many manual, resource-intensive, and error-prone activities • Typically cross multiple IT components, disciplines, and/or departments

18. Incident Management Process Step by Step Gather CI service data, check for known outages Open ticket. Populate with data gathered Update & close ticket & event Update event with ticket # Event Validation Verify Resolution Resolve incident Triage Diagnose Escalate Fix Report 7 minutes 10 minutes 18 minutes May require escalation and lag time between levels 7 minutes 3 minutes 20 minutes 3 minutes 68 minutes of work time How much elapsed time?

19. Processes within an IT Silo IT Silos Silo Processes Event Mgmt Triage & diagnose Service Desk Integrate service desks with data center tools Asset/CMDB Update CI and assets systems Configuration Coordinate audit, compliance and change Virtual Orchestrate lifecycle management Security Patch , user on-boarding, password reset Storage Provision, verify, manage & retire Server Provision, verify, manage & retire Network Provision, verify, manage & retire

20. Return on Investment Step by Step Open ticket. Populate with data gathered Gather CI service data, check for known outages Update & close ticket & event Update event with ticket # Resolve incident Event Validation Verify Resolution Triage Diagnose Escalate Fix Report 1 minute 1 minute 3 minutes 1 minute seconds 1 minute seconds Monitor Ops Mgr Alert Check Service availability Query Related CIs Lookup Scheduled changes Create & populate service desk ticket Update alert in Ops Mgr Restoreservice Verifyservice availability UpdateOps Mgralert Closeservice deskticket Less than 8 minutes total elapsedtime

21. Processes across IT Silos IT Silos Cross-Silo Processes Event Mgmt Incident Response Virtual Service Management Cloud Computing Change & Compliance Service Desk Provisioning Asset/CMDB Configuration Virtual Security Storage Server Network

22. The Automated Processes Analysis IT Silos VM Provisioning Process Event Mgmt Remove from Ops Manager Add to Ops Manager Service Desk Monitor Service request Update request Update request Update & close request Create incident Asset/CMDB Create CI Retire CI Configuration Test VM Deploy Applications Verify Application Virtual Stop VM Clone new VM Update properties Security Storage Detach Storage Server Detach Network Adapter Network

23. Where to Apply Automation Examples

24. Capability Value The Value of Automation Orchestrate tasks across systems Improve service performance and availability Standardize and document manual processes Optimize resources and get consistent outcomes Automate large volume and highly repetitive tasks Lower costs & reduce manual, error prone activities Integrate System Center with 3rd party tools Simplify data center management

25. The Opalis Integration Packs - IBM Tivoli NetCool / OMNIbus- IBM Tivoli Enterprise Console - IBM Tivoli Storage Manager - Microsoft Active Directory - Microsoft Systems Management Server - Microsoft System Center Operations Manager - Microsoft System Center Service Manager* - Microsoft System Center Virtual Machine Manager* - Symantec Net Backup - VMware vSphere - BladeLogic Operations Manager - BMC Atrium CMDB - BMC Event Manager - BMC PATROL - BMC Remedy ARS- CA AutoSys- CA eHealth- CA NSM - CA Service Desk - CA Spectrum - EMC Smarts InCharge- FTP- HP Asset Manager - HP iLO- HP OpenView Operations - HP OpenView Service Desk - HP Service Manager- HP Network Node Manager

26. System Center Opalis Value Proposition • Opalis can reduce costs, simplify management and optimize resourcesthrough: • Multi-vendor integration, no rip & replace or vendor lock-in • Pre-built activities & workflow processes to speed time to value • Publish and subscribe data bus to share data and initiate tasks within the silos • Configuration of workflows is done without coding or scripting • Intelligent workflows with rule-based branching

27. Opalis Technology Available through the System Center License Suites SMSE / SMSD • Opalis technology granted to existing and new System Center server management suite customers • Server Management Suite Enterprise • Server Management Suite Datacenter • Simplified, costs effective and flexible licensing to scale to the datacenter

28. Conclusion Orchestrate tasks across systems and automate large volume or highly repetitive tasks through IT Process Automation Lower costs across datacenter management and operations while improving service performance through standardizing processes and execution System Center and Opalis available through unified license model that simplifies purchasing while lowering cost

29. © 2008 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.