Service Manger Overview and Building a CMDB with Microsoft ...
Transcript of Service Manger Overview and Building a CMDB with Microsoft ...
Service Manger Overview and Building a CMDB with Microsoft System Center Products
John TaylorManager, Enterprise Management & Monitoring Services
ClientDatacenter
Integration and Centralization
AutomationAction + Workflow +
Optimization
KnowledgeBest Practices
+ Design
Microsoft PlatformSkills + Technology
+ Ecosystem
Decrease Costs
Improve Service Delivery
Physical Virtual
Demonstrate Compliance
ServiceManager
IT MANAGEMENTSELF SERVICE IT ANALYSTCOMPLIANCE AND RISK
Incident and Problem Change
PortalWorkflows
Knowledge Base Data WarehouseCMDB
Authoring
INTEGRATED EFFICIENT BUSINESS ALIGNED
CMDB
IT Process and Workflow
Automation
Service Maps
Integrated Platform for Orchestrating People, Process, and Technology
Self Service Portal
Automated Notifications
Knowledge Base
IT Business Intelligence
Compliance and Risk Management
Asset Lifecycle Management
Incident Management
• Incident KPI reports• Create custom reports• Knowledge reduces time
to resolution• Customer, Partner and
Analyst authored content• Links to External content• Content Ratings• Full Text Search
• Problem management -pro active approach to Incident management
• Create problem from multiple incidents
• Link problem to incidents, change requests
• Auto resolve incidents
ALERT GENERATED
INCIDENT CREATED
INCIDENT RESOLVED
INCIDENT DIAGNOSED
INCIDENT CLOSED
SERVICEMONITORED
IT Analyst / Operator
Integrated Self-Service Portal
• Provision Software
• Reset Passwords
• Create/view service requests
• View announcements
• Search/view knowledge base
Create Packages & Programs
Configure SM Portal
Advertisement Delivered
Software Deployed
User Requests Software
End User
Manager Approves Request
Manager
Change Management
Failure
GRC Program Manager
Operations Engineer
Man
agin
g Co
mpl
ianc
e
Provide Audit Trail
AutomationImplement Procedure
Map Control Objectives
ValidateSettings
Detect Failure
RecordResult
TakeAction
Activities• Process controls• Configuration settings• Monitoring
Reporting
Actions• Change control• GRC incident/issue• GRC problem
CorrectiveActions
Audit Trail• Compliance Reports• Compliance History
INCIDENT CREATED
INCIDENT DIAGNOSED
CHANGE REQUESTED
REMEDIATION ACTION
CLIENT MANAGED
DCM DRIFT
IT Analyst / Operator
Integrated across System CenterDemonstrate 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
Data Warehouse: Business Intelligence for IT
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Integrated System Center CMDBService Manager Configuration Management Database (CMDB) Schema
Common schema across System Center products
IT assets are represented as configuration items (CIs)
Incidents, change requests, and problems are represented as work items (WIs)
Service Manager CMDB FeaturesCreate, update, and view CIs
Create relationships among CIs, WIs, IT professionals, and Active Directory® Domain Services (AD DS) users
Automatically track CI change history
Service definition and mapping
Flexible solutions to automate common IT processes Deep integration
with other System Center products
Comprehensive, extensible platformfor orchestrating people, processes, and systems
Public SDKTools for IT and DevConnectors
Incident and Problem
Change
Portal WorkflowsKnowledge
Base
Data
CMDB
Authoring