System Center Service Manager 2012 Overview


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  • The IT Asset Management Pack provides the following capabilities that run within Service Manager:IT Asset Life Cycle Management for controlling IT costs and effectively managing hardware and software through their entire life cycleSoftware Asset Management for minimizing software costs and maintaining license compliance by identifying over and under licensed software titlesCost, contract and organizational information to support more efficient and cost effective IT Service Management
  • This slide is intended to speak to how the capabilities of SCCM (left column) are augmented by the capabilities of Provance (right column) and come together in SCSM (middle) to provide better and more comprehensive information across all of the various aspects if ITSM / ITAM & SAM (boxes across the top).In short – these are the benefits (middle column) the customer gets by combining the capabilities of SCCM & Provance in SCSM!Hope this helps!!Wayne
  • System Center Service Manager 2012 Overview

    1. 1. Service Manager 2012 Overview<br />Amit Gatenyo<br />Infrastructure & Security Manager, Dario<br />Microsoft Regional Director – Windows Server & Security<br />054-2492499<br /><br />
    2. 2. Achieving IT as a Service Objectives<br />MOF®<br />ITaaS Objectives<br />Automation<br />Reduce Costs<br />Increase Service Levels<br />Faster Time to Delivery<br />Provide More Data<br />More Transparency<br />Compliance<br />Standardization<br /> ITIL®<br />Self-service<br />COBIT®<br />Compliance<br />Process Design<br />Implementation<br />
    3. 3. Service Manager Enables Controlled Automation<br />Configuration Management DB<br />IT Data<br />Warehouse<br />Knowledge<br />Work Items<br />Configuration Items<br /> Integration <br /> Centralized Data Storage <br /> Automation Interfaces <br />
    4. 4. Service Manager Enables Self-Service<br />Reports & <br />Dashboards<br />E-Mail & <br />Other Clients<br />Portal<br />Excel<br />
    5. 5. Service Manager Enables Standardization<br />Business Process Defined in Templates<br />CMDB Data Standardization<br />Common Model<br />Reconciliation of Data<br />Service Catalog<br />
    6. 6. Service Manager Enables Compliance<br />Compliance is embedded in process, standards, self-service, and automation<br />Compliance library maps legalese to actionable IT control activities<br />Compliance is continuously and automatically evaluated in real time<br />
    7. 7. Your Feedback  Incremental Improvements<br />Incident SLA<br />Parent/Child Work Items<br />AD Connector Improvements<br />PowerShell<br />Subscription Infrastructure Improvements<br />Parallel Activities<br />Performance Improvements<br />Bug Fixes<br />Thank You!<br />
    8. 8. IT as a Service Architecture for Service Manager 2012<br />DATA<br />CMDB enables standardization and compliance<br />PRESENTATION<br />IT Service Offerings<br />DW<br />Portal: Role-based Access, Self Service<br />Service Catalog: Service and Request Offerings<br />CMDB<br />Models / Objects:<br />Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks<br />WORKFLOW<br />Request processes drive automation<br />Request Processes<br />Request Processing:<br />Business process WF engine<br />Notifications<br />Approvals<br />Business Events Subscriptions<br />WI activities<br />Invoke<br />Monitor<br />Automation<br />Run books<br />Orchestrator: IT process automation<br />Connectors<br />Integration Packs<br />Other IT Systems<br />OM<br />VMM<br />
    9. 9. DATA: CMDB enables standardization and compliance<br />Service & Request Offerings<br />1. Connectors import cloud objects & VMM templates, including SCO runbooks<br />4<br />SLA<br />2. Admin creates SM templates to capture business process and the role of runbooks within the process<br />Knowledge<br />Schedule<br />5<br />Cost<br />3. Admin defines models and defaults to standardize offerings<br />Business Process<br />User Roles <br />3<br />2<br />Self service models and defaults<br />(Quotas, access tiers, costs)<br />Data and Process Templates<br />(standardized configurations)<br />4. Admin specifies interaction with users – create questions and map to CMDB data<br />Work Items <br />(in-progress processes)<br />5. Admin configures access roles to the offerings<br />1<br />CMDB Objects<br />Data Sources<br />(OM, AD, VMM, SCO, CM)<br />VMs<br />Clouds<br />Users<br />Fabric<br />Templates<br />Services<br />Runbooks<br />
    10. 10. WORKFLOW: Request processes drive automation<br />Service Request<br />1. SCO Connector syncs Runbook data to CMDB<br />Service Catalog - Request Offering<br />2. Admin uses SM task to create RB activity w/ parameters mapped to properties<br />3. Admin adds to request template includes RB activity, added to Service Catalog<br />3<br />CMDB<br />4<br />Request Template<br />SM Runbook Items<br />4. User creates SR from request offering <br />5<br />5. Runbook invoked with user inputs<br />Invoke<br />SCO Runbook<br />SCO Runbook<br />SCO Runbook<br />6. SM workflow monitors RB status<br />SCO Web Service<br />Monitor<br />SM Runbooks Folder<br />6<br />2<br />Runbook Activity<br />SCO <br />Connector<br />1<br />
    11. 11. PRESENTATION: IT Service Offerings<br />Completely New Portal<br />Silverlight web parts hosted in SharePoint Foundation 2010 or higher<br />Customize out-of-box web parts using SharePoint admin tools<br />Extensible via SharePoint extensibility for hosting web parts<br />Portal Features<br />Service Catalog Scoped to User Roles<br />Customizable, Dynamic Forms<br />
    12. 12. Terminology<br />Service Request:<br />Work item used for requesting standard IT services<br />Request Fulfillment:<br />Process for managing Service Requests<br />Service Catalog:<br />The set of service offerings and request offerings provided by IT to users<br />Request Offering<br />Request offered by IT to users (e.g., Request mailbox storage increase)<br />Service Offering:<br />Service offered by IT to users including request offerings, SLA & cost/chargeback details (e.g., Mailbox Provisioning)<br />Technical Service (Service Maps): <br />IT-facing service containing a configuration item dependency map supporting incident & change management scenarios – (e.g., Exchange, Active Directory)<br />
    13. 13. Service Catalog Theory of Ops<br />Service Request Templates defines business processes<br />Request Offering maps User Input to Service Request Template<br />Service Offerings is a collection of requests<br />Author<br />Service Offerings<br />Author<br />Request Offerings<br />Author<br />Request Template<br />Dynamic Request Formon the Portal<br />Service Catalog Portal home page<br />Processes defined here drivesautomation<br />Request triggers Workflows, approvals, notifications as defined by processes in templates<br />Role-based access<br />Integrated CMDB<br />VMs<br />Clouds<br />Users<br />Fabric<br />Templates<br />Services<br />Runbooks<br />
    14. 14. Scenario: Automated Self-service Cloud Requests<br />BUIT End User<br />Import Runbooks<br />Configure Request<br />Offering<br />Runbook<br />Invoked<br />Create VM<br />Request VM from Service Catalog<br />Service Request<br />Created<br />SM Admin<br />VMM Admin<br />
    15. 15. Provance IT Asset Management Pack<br />Process Management Pack for Microsoft System Center Service Manager<br />IT Asset Life Cycle Management<br />Software Management<br />License Compliance<br />Contract Management<br />Enhanced IT Service Management<br />
    16. 16. Microsoft - Provance Solution<br />License Compliance<br />Software Management<br />IMACD<br />Life Cycle<br />Vendor Management<br />Contract Management<br />Refresh Planning<br />IT Service Management<br />Actual asset deployment and usage based on auto discovery and metering<br />Planned or expected environment based on purchase and organizational information (e.g. user entitlement, s/w license agreements, etc.)<br />Actual<br />+<br />Planned<br />Supplementary detail on inactive assets (e.g. on order, warehoused, decommissioned, etc.)<br />Auto discovery and inventory of active assets currently in operation<br />Active<br />+<br />Inactive<br />Auto discovery of<br />network-connected assets<br />Tracks “non IP-aware” assets, such as telecom assets (handsets and faxes), devices (PDAs, cell phones) and non-IT assets (equipment racks, furniture)<br />Network<br />+<br />Out Of Band<br />Financial detail such as vendor, organization, location, contracts (warranty, lease, rental, maintenance, support) and cost<br />Operational asset detail, such as manufacturer, model, serial number, processor, memory, storage, etc.<br />Operational<br />+<br />Financial<br />
    17. 17. System Center Data Warehouse<br />Replace System Center Reporting Manager (SCRM)*<br />Pull data from SM, OM & CM for a comprehensive view of IT<br />Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)<br />Enable self service report & dashboard authoring with OLAP cubes<br />OLAP cubes powered by the System Center management pack model<br />Report authoring with Office integration for knowledge workers<br />Data Warehouse<br />OLAP<br />
    18. 18. Scope of Service Manager 2012<br />Major Investment Areas<br />Incremental Improvements<br />Service Requests<br />Self-Service Portal<br />Release Management<br />Data Warehouse/Reporting<br />Orchestrator/VMM Integration<br />Incident SLA<br />Parent/Child Work Items<br />AD Connector Improvements<br />PowerShell<br />Subscription Infrastructure<br />Parallel Activities<br />Performance Improvements<br />Bug Fixes<br />
    19. 19. Schedule<br />Public Beta – Q3 CY 2011<br />RTM – Q4 CY 2011<br />
    20. 20. Service Manager 2012 Overview<br />Amit Gatenyo<br />Infrastructure & Security Manager, Dario<br />Microsoft Regional Director – Windows Server & Security<br />054-2492499<br /><br />