MGT304 System Center Service Manager – A Deep Dive on How to Automate ITIL & MOF

2. MGT304 System Center Service Manager – A Deep Dive on How to Automate ITIL & MOF Sean Christensen Senior Technical Product Manager, ITIL v3 Expert Microsoft Corporation Travis Wright Gord Watts Senior Program Manager Vice President Product Development Microsoft Corporation Provance

3. From Client to Cloud Using Service Manager Service Manager Datacenter to Cloud Client Automation Action + Workflow + Optimization Integration and Centralization Knowledge Best Practices + Design Microsoft Platform Skills + Technology + Ecosystem Consistent Process Improve Service Delivery Decrease Costs Physical Virtual

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

5. 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

6. Service Manager: • Overview of Technical Components • Terminology • Components • Permissions • Topology • Flow of Data & MPs • Process Capabilities of Service Manager • CMDB & Connectors Incident Management • Problem Management • Change Management • IT Asset Management

7. Components • SM Management Server • Data Access, Workflow Execution Environment • DW Management Server • Transforms Operational Data for Historical Trend Analysis • Portal Server • Enables End-User Self-Service via Web Access • Administration/Analyst Console • Role Based Access to System Configuration and Operational Data • Authoring Tool • Customization and Extension of System Capabilities

8. Definitions • Class vs Instance • Configuration Items • Real-World Modeled Objects • Work Items • Units of IT Work • Administrative Items • Used for Administrative Purposes • Modules • Encapsulate SM System Functionality

9. Process Management Packs • XML Based • Contains definition for workflows, views, forms, classes, templates and other WI & CI • Store Customizations • Can be moved amongst different systems • Extension of Operations Manager 2007 R2 Schema

10. Run-As Accounts • System Run-As Account • High-Privileged Account for Most SM/DW Modules • Workflow Run-As Account • Medium-Privileged Account for WinWF Workflows • Other Run-As Accounts • Used for Granting Service Manager Permissions Needed to Execute Desired Operations in External Systems

11. Topologies - Base Web Portal Analyst Console SSRS DW Databases Portal Server Management Server Web Portal DW Management Server SMDB SSRS DWDBs SM Database

12. Data Flow – Configuration Items Analyst Console Client SDK AD Connector Service Manager Database DAL AD Server Management Server OM CI Connector CM Connector Operations Manager Management Server Extract SSRS DW Management Server Configuration Manager Database Transfer Load Staging and Configuration Repository DataMart

13. Data Flow – Work Items Web Portal Analyst Console Client SDK Portal Server Inbound Email DAL Service Manager Database SMTP Server Management Server OM Alert Connector SSRS DCM Errors Extract DW Management Server Operations Manager Management Server Configuration Manager Database Transfer Load Staging and Configuration Repository DataMart

14. Data Flow – Management Packs Pinpoint Out of Box MPs Download Setup Operations Manager Export Service Manager Database DAL Client SDK Obtain Management Server Service Manager Console Create Partners MP Sync DW Management Server Staging and Configuration Authoring Console

15. Starting the Process Tour • Integrated CMDB Common System Center Schema Easy to Create and Maintain a Meaningful CMDB • Incident Management & Problem Management • Change Management • Asset Management • Reporting and Dashboards

16. Incident & Problem Management demo

17. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Quickly restore service through routing and knowledge • Easily adapt your process and workflows • Change Management • Asset Management • Reporting and Dashboards

18. Document the process Incident Management Process • Visualize the process • Map the process Tier 1 Resolved Record Yes Closure No Classify / Route Escalate Record Yes Record No Continue Troubleshooting ! Data Center Alerts Tier 2 SOURCES RECORD CLASSIFICATION ROUTING QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE HR Apps

19. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Change Management Minimize risk and disruption to production Easily adapt your processes and workflows • Asset Management • Reporting and Dashboards

20. Change Request Management demo

21. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Change Management • Asset Management • Leveraging partners to extend Microsoft’s solutions. • Reporting and Dashboards

22. IT Asset Management demo

23. Runs within Microsoft System Center Service Manager 2010 • Provides Software and IT Asset Management capabilities allowing Microsoft System Center customers to: • take control of IT costs, • improve IT Service Management efficiency, and • reduce security and compliance risks. • Extends Microsoft System Center Service Manager with additional functionality to support: • Software Asset Management, • License Compliance, • IT Asset Life Cycle Management. • www.provance.com

24. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Change Management • Asset Management • Reporting and Dashboards Data Warehouse Platform for IT Business Intelligence Create and Adapt Reports to Support Continuous Improvement

25. Data Warehouse Drives Continuous Improvement Manage & Analyze within the Console • 20+ in the box • Built on top of Microsoft BI stack • Extensible platform IT Manager Analyst Insert/ Update View Reports SCSM Data Warehouse ETL

26. Incident Reports and Dashboard demo

27. Focus for Today’s Demos • Integrated CMDB • Incident Management & Problem Management • Change Management • Asset Management • Reporting and Dashboards

28. 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

29. Thank you • sean.christensen@microsoft.com • Twitter: @SeanC_MSFT • www.microsoft.com/systemcenter

30. Session Evaluations Tell us what you think, and you could win! All evaluations submitted are automatically entered into a daily prize draw*  Sign-in to the Schedule Builder at http://europe.msteched.com/topic/list/ * Details of prize draw rules can be obtained from the Information Desk.

31. © 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.