Microsoft® System Center Service Manager 2010 Nigel Cain [email protected] Management track.
-
Upload
vivien-fowler -
Category
Documents
-
view
216 -
download
2
Transcript of Microsoft® System Center Service Manager 2010 Nigel Cain [email protected] 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