System Center Service Manager 2010 ile Yapılabilecekler
-
date post
19-Oct-2014 -
Category
Technology
-
view
1.489 -
download
0
description
Transcript of System Center Service Manager 2010 ile Yapılabilecekler
System Center Service Manager 2010 ile Yapılabilecekler
Mustafa KARABilgeAdam BTASistem ve NetworkBölüm Bş[email protected]
PEOPLE PROCESS TECHNOLOGY
AUTOMATE OPTIMIZE SIMPLIFY
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
Asset Management
Compliance and Risk Management
Informed Decision Making
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
ASSET MANAGEMENT
PROVANCE
SELF SERVICE
IT BUSINESS INTELLIGENC
E
COMPLIANCE
AND RISK
IT ANALYST
Service Manager : The Power is in the Integration
Incident and Problem Change
Portal
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
We Use Service Manager To … Effi
cien
t S
up
port • Implement
ITIL and MOF
• Decrease calls to the service desk
• Provide self-help and provisioning
Inte
gra
ted
K
now
led
ge• Simplify
compliance management
• Decrease cost of resolution
• Integrate workflows
Bu
sin
ess
Alig
nm
en
t • Manage IT assets
• Analyze IT performance
• Increase confidence in risk management
Integrated System Center CMDBSystem Center common schema
Common schema across System Center
Object model is based on Operations Manager
IT assets are represented as configuration items (CIs)
Incidents, change requests, and problems are represented as work items (WIs)
Configuration Management Database (CMDB) features
Create, update, and view CIs
Create relationships among CIs, WIs,
IT staff, and Active Directory® Domain Services (AD DS) users
Automatically track CI change history
Service definition and mapping
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Incident Management Restore service quickly
75 to 80% of all incidents are caused
by poor change management
Automatic incident creation between Config and Ops Manager
Efficient resolution with knowledge base and history
Ensure accurate and efficient recording with pre-defined templates
33% of customers plan to automate change over the next
three years
Change Management Minimize errors and reduce risk
Fill in information quickly using templates
Embed standard processes
Efficiently create change requests
Knowledge Management Reducing time to resolution
• Knowledge articles:• Customer, Partner, and
Analyst authored content• Capture existing knowledge
published on the Web• Links to external and local
content• Ratings
• Searchable:• Full text• Keywords• Related incidents, change
requests, knowledge articles
Integrated across System Center
Demonstrate 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
CONNECTOR
Demo – Datacenter IntegrationEliminating costly downtime through auto detection
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
CONNECTOR
ALERT GENERATED
INCIDENT CREATED
INCIDENT RESOLVED
INCIDENT DIAGNOSED
INCIDENT CLOSED
SERVICE MONITORED
Demo - Empowering the End User
The average cost of a single call is $25 to $30
Self Service Portals reduce calls by 30%
Provision SoftwareReset PasswordsCreate/view service requestsView announcementsSearch/view knowledge base
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
Demo - Automating ComplianceDCM Integration
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
INCIDENT
CREATED
CHANGE REQUESTED
INCIDENT DIAGNOSED
REMEDIATION ACTION
CLIENT MANAGE
D
DCM DRIFT
Compliance and Risk Process Management Pack for Service Manager
Regulations and Standards
CONTROL OBJECTIVES
Exchange WS2008 Windows 7
CONTROL ACTIVITES
Reports
Reports
Reports
CorrectiveActions
ScenarioAlways Ready for an IT Audit
Actions
GRC Incident
/Issue
GRCProblem
Failure
GRC
Program Manager
Operations Engineer
Dashboard
TakeAction
Map Control Objectives
RecordResult
ValidateSettings
Implement Procedure
Detect Failure
Man
ag
ing
Com
plian
ce
Provide Audit Trail
Change Control
Activities
Config Settings
MonitorProcessControls
Service Manager Authoring Tool− First look in Beta 2, ships with
SM Console− Drag and drop designers – no
code or XML required!− Forms customization• Add/remove/move controls,
change formatting, validation rules
− Extend CMDB model • Add new classes, relationships,
and properties− Workflow authoring• Compose workflows using
predefined activities• Define automated activity rules
to execute these workflows
Özet – Service Manager 2010
Flexible solutions to automate common IT processes
ITIL / MOFWorkflow orchestrationSelf-service
Deep integration with other System Center products
Configuration ManagerOperations ManagerActive Directory
Comprehensive, extensible platform for orchestrating people, processes, and systems
Public SDKTools for IT and DevConnectorsIncident and Problem
Change
Portal
Workflows
Knowledge Base
Data Warehouse
CMDB
Authoring
Soru-Cevap
Teşekkürler
Mustafa KARAhttp://www.mustafakara.net.tr
System Center Çözümleri Bloguhttp://mustafakara01.spaces.live.com
http://mshowto.org