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Microsoft® System Center Service Manager 2010

Management track. Microsoft® System Center Service Manager 2010. Nigel Cain nigel.cain@microsoft.com. Session Objectives and Takeaways. Session Objectives: Show integration points between Service Manager and other System Center Products Encourage adoption of Service Manager

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Microsoft® System Center Service Manager 2010

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  1. Management track Microsoft® System Center Service Manager 2010 Nigel Cain nigel.cain@microsoft.com

  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. 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

  4. 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 ENDUSER 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

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

  6. 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

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

  8. DEMO Self-service Software Provisioning using Service Manager & Configuration Manager

  9. System Center integration for the IT Analyst

  10. SC Integration Overview • 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 CMDB

  11. 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

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

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

  14. DEMO Alert to Incident Creation using Service Manager & Operations Manager

  15. 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

  16. 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)

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

  18. DEMO Compliance Management using Service Manager and Configuration Manager DCM

  19. 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

  20. 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

  21. 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

  22. Customers Love the Integration, ROI, & Simplicity! • 57 Customers Already in Production • Equiniti • “We’re looking at a definite reduction in the staff hours required to deliver high service levels. It will take half the time it used to for managing the change process, leaving more time to fix other problems.” • Matt Higham, Technical Strategy Consultant • General Mills • “We installed Service Manager and set up the connectors. In less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” • Glenn Cozine, Senior Technical Specialist and Project Manager • Avanade • “(Service Manager) helps us gather better intelligence about our infrastructure, which enables us to better plan for hardware replacements, software upgrades, and other modifications to our infrastructure.” • Kristin Shulik, Product Manager for IT Management Services

  23. ISV Partners Delivering Solutions with Service Manager Provance “As an ISV, the flexibility and extensibility of the platform allows us to deliver the same powerful capabilities we provide in our stand-alone Provance IT Asset Management software from right within System Center Service Manager. Customers get the best of both worlds – our longtime Provance expertise in IT Asset Management delivered with Microsoft System Center technology.” Gord Watts, Vice President, Marketing

  24. SI Partners Ready to Support Service Manager • CDW • “As a Solution Integrator, we are always looking for the next big thing―I am excited to tell you that Service Manager is it! By the time Service Manager launches, we will have deployed it to over 15 customers. Working with our early adopter customers―and being an early adopter ourselves―we have the confidence in the solution, the knowledge, and the experience to help our customers get the most out of Service Manager and the entire System Center suite.”  • Doug Miller, Practice Architect

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

  26. 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

  27. Call To Action & Resources • 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) • 50377: Extending Service Manager 2010 (1 day) • 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

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