Service Manager – The New Helpdesk & CMDB Solution

Service Manager – The New Helpdesk & CMDB Solution
Amit Gatenyo
Infrastructure & Security Manager, Dario
Microsoft Regional Director – Windows Server & Security
054-2492499
Amit.g@dario.co.il

Service Manager unifies IT processes
Demonstrate value of the IT investment
Ensure IT governance, risk, and compliance
Adapt to ever-changing needs of the organization
Business Aligned
Provide choice and flexibility
Deliver efficient support, anywhere, anytime
Increase responsiveness and satisfaction
User Centric
Reduce downtime, lower time to resolution
Improve reliability
Make it easier to manage compliance and risk
Service Centric Data Center

Integrated Platform for Orchestrating People, Process, and Technology
Business Aligned
Integrated
Efficient
CMDB
Core IT Process Automation
Knowledge Base
Self Service Portal
Automated Notifications
Integrated Service Maps
Asset Management
Compliance and Risk Management
Informed Decision Making
Integrated | Efficient | Business Aligned

Service Manager - The Power is in the Integration
Compliance and Risk
Service Level Management
IT Business Intelligence
Asset Management
Self Service Portal
Incident and Problem
Change and
Release
Authoring
Knowledge Base
SERVICE MANAGER PLATFORM
Workflow
Portal
Data Warehouse
CMDB
CONNECTORS
External Systems
Active Directory
Domain Controller
Operations Manager 2007 Server
Configuration Manager 2007 Server

Integrated System Center CMDB
System Center common schema
Object Model Based on Operations Manager
IT assets and services are Configuration Items (CIs)
Incidents, change requests, and problems are Work Items (WIs)
Configuration Management Database (CMDB) features:
Connectors sync data with external systems
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
Relationships
Integrated | Efficient | Business Aligned

Incident ManagementKeep users and data center services up and running, and restore service quickly
Process workflows
Escalations
Notifications
Customizable templates
Knowledge & History
Automatic incident creation
Desired Configuration Monitor (DCM) errors
Operations Manager alerts
Inbound Email
Portal
Over 75% of all incidents are caused by poor Change Management

Change ManagementMinimize errors and reduce risk
Typical Change Models
Standard, Major, Emergency…
Review and Manual activities
Customizable Templates
Workflows and Notifications
Analyst Portal
Approvals via Web
Relate Change Requests to Incidents, Problems and Config Items

Problem ManagementEnables organizations to identify and track problems
Problem creation from similar incidents
Link Incidents and Change requests to problem
Auto resolution of Incidents linked to the Problem

Knowledge ManagementReducing time to resolution
Knowledge articles
Customer, Partner, and Analyst authored content
Local content and links to external content
End User and Analyst Sections
Ratings
Knowledge Search
Full text, keywords, categories
Related incidents, change requests, problems
Console and Web interfaces

Empowering the End UserUser self-service portal
Self Service Portal reduces help desk calls by 30%
Provision Software
Reset Passwords
Create/view service requests
View announcements
Search/view knowledge base

Efficient and Responsive End-User Support
Service Manager Workflow
Service Manager Console
Routes
Classifies
Configures
Administrator
Help Desk sees incident in his Queue
Submits Incident
End User – Ronnie
Help Desk – Amir

Eliminate Costly Downtime in the Data Center
Reduce downtime, lower time to resolution
Improve reliability
Make it easier to manage compliance and risk
Service Centric Data Center

Operations Manager Integration
Alert  Incidents
Create incident from Alert
Sync and resolve OM alerts
View Alert details from SM
CMDB
Creation of CIs from OM discovered objects
OM Health Explorer for CI
Services
Sync Distributed Applications as Services

Enabled Scenarios
View global announcements
Search and view knowledge articles
Create service requests (IR & CR)
View request status
Password Reset (using ILM v2)
Software provisioning (using ConfigMgr ‘07)
With or without approvals
With our *new* Software Catalog

תודה על ההקשבה!
Amit Gatenyo
Infrastructure & Security Manager, Dario
Microsoft Regional Director – Windows Server & Security
054-2492499
Amit.g@dario.co.il

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Service Manager – The New Helpdesk & CMDB Solution

by Amit Gatenyo on Feb 22, 2010

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Service Manager – The New Helpdesk & CMDB Solution — Presentation Transcript