Microsoft® System Center Service Manager 2010

Nigel Cain nigel.cain@microsoft.com

Management track

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

Service Manager: The Power Is in the Integration

Portal

Forms

Data Warehous

e

Workflows

Configuration Management DB

Wor

k It

ems

Confi

gura

tion

Item

s

Know

ledg

e

ProblemChange Incident

AssetCompliance &

Risk

BUSINESS

Realize value of the IT investmentAdapt to ever-changing needs of the organizationAutomate compliance mgmt to reduce business risk

DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data centerSimplify compliance and risk mgmt

IT SERVICE MANAGEMENT GOALS

Service Manager Value Proposition

END USER

Enable self-service to lower support costs and increase end-user satisfactionProvide choice and flexibility Efficient support anytime, anywhere

DEMOEnable Self-service to Lower Costs and Increase End-user Satisfaction

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

Scenario: Automating End-user Software Request

Create Packages & Programs

Configure SM Portal

Advertisement Delivered

Software Deployed

End User Requests Software

End User

Manager Approves Request

Manager

DEMOSelf-service Software Provisioning using Service

Manager & Configuration Manager

SYSTEM CENTER INTEGRATION FOR THE IT ANALYST

SC Integration Overview

CMDB

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

BUSINESS

Realize value of the IT investmentAdapt to ever-changing needs of the organizationAutomate compliance mgmt to reduce business risk

DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data centerSimplify compliance and risk mgmt

IT SERVICE MANAGEMENT GOALS

Service Manager Value Proposition

END USER

Enable self-service to lower support costs and increase end-user satisfactionProvide choice and flexibility Efficient support anytime, anywhere

SC Integrated Incident Management

• Incidents from Alerts address these aspects

Downtime •Awareness•Action•Communication

Time to resolution •Context of the problem•Applicability of existing solution•Communication

CONNECTOR

ALERT GENERATED

INCIDENT CREATED INCIDENT RESOLVEDINCIDENT DIAGNOSED

CONNECTOR

INCIDENT CLOSED

Scenario: Automating SCOM Alert Incident

SERVICE MONITORED

IT Analyst / Operator

DEMOAlert to Incident Creation using Service Manager

& Operations Manager

BUSINESS

Realize value of the IT investmentAdapt to ever-changing needs of the organizationAutomate compliance mgmt to reduce business risk

DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data centerSimplify compliance and risk mgmt

IT SERVICE MANAGEMENT GOALS

Service Manager Value Proposition

END USER

Enable self-service to lower support costs and increase end-user satisfactionProvide choice and flexibility Efficient support anytime, anywhere

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)

INCIDENT CREATED

INCIDENT DIAGNOSED

CHANGE REQUESTED

REMEDIATION ACTION

CLIENT MANAGED

DCM DRIFT

Scenario: Automating Compliance with DCM

IT Analyst / Operator

DEMOCompliance Management using Service Manager

and Configuration Manager DCM

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

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

BMC Atrium CMDB

BMC Remedy AR System

BMC Event Manager

BMC Patrol

BMC BladeLogic Operations Manager

CA AutoSys

CA eHealth

CA Service Desk

CA SPECTRUM

CA Unicenter NSM

VMware VI / vSphere

Symantec VERITAS NetBackup

HP Operations for UNIX

HP Operations Windows

HP Operations Solaris

HP Network Node Manager

HP Service Desk

HP Service Manager

HP Asset Manager

HP iLO 2

IBM Tivoli Enterprise Console

IBM Tivoli Netcool/Omnibus

IBM Tivoli Storage Manager

EMC Smarts InCharge

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

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

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

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

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

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

2012

H1

H1

V12010

2011SP1

H1

H2

R2

System Center Service Manager Roadmap

H2

Compliance Solution

Authoring Tool

R2Beta

Flexible solutions to automate common IT processes

ITIL / MOFWorkflowsSelf-service

Deep integration with other System Center products

Configuration MgrOperations MgrActive Directory

Comprehensive, extensible platform for orchestrating people, processes, and systems

Public SDKTools for IT and DevConnectors

Incident and Problem

Change

Portal WorkflowsKnowledge

Base

Data Warehouse

CMDB

Authoring

Summary – Service Manager 2010

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 #ServiceManager hashtags

Setup and Deployment http://go.microsoft.com/?linkid=9727037Incident and Change Management http://go.microsoft.com/?linkid=9727038Data Warehouse and Reporting http://go.microsoft.com/?linkid=9727039Integration with Other System Center Products http://go.microsoft.com/?linkid=9727040Extending and Customizing http://go.microsoft.com/?linkid=9727041