System Center Service Manager for incident and change management

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Service Manager is the pinnacle of the System Center 2012 suite, based on ITIL.



In this session we explore using SCSM for incident and change management, including automated incident generation based on Operations Manager alerts, escalation and mediation, and service offerings using the Self-Service Portal.



View the slide deck to learn the capability of Orchestrator to automate tasks with SCSM, including automating change control and incident remediation.



And for more information on this or other System Center topics, visit our blog at www.cdhtalkstech.com.

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System Center Service Manager for incident and change management

  1. 1. CDH Automating Service Manager IncidentCDH Management with Orchestrator November 2012
  2. 2. CDH Quick FactsAbout Us Approach Partnerships• 22nd Year • Vendor • Microsoft Gold• Grand Rapids & Independent • VMware Enterprise Royal Oak • Non-reseller • Citrix Silver• 30 Staff • Professional • Novell Gold Services Only • Cisco Premier
  3. 3. CDH Microsoft Gold PartnerCompetencies Successes Pinpoint• Four Gold • Customer Excellence • Microsoft’s official• Eight Silver Award partner directory • Virtual Technical • 5-star rating Specialist (VTSP) • Managed Partner • Numerous Partner Awards
  4. 4. CDH Expertise
  5. 5. CDH Get Social with C/D/H C/D/H Talks Tech C/D/H Tweets Tech
  6. 6. CDH Meet your Presenter Jason Cooper • Lead Consultant with C/D/H • Systems Management and Virtualization • With C/D/H since 2005 MCITP:EA | MCITP:VA | MCNE | CLP | CCNA | VCP JasonC@cdh.com
  7. 7. CDH Today’s Agenda • Brief overview of SCSM • Brief overview of Orchestrator • SCSM / Orchestrator Integration Points • Demo
  8. 8. CDH System Center Service Manager
  9. 9. CDH System Center Orchestrator
  10. 10. CDH Process Overview 1. SCOM alert (e.g. Web server down) 2. SCSM alerts connector creates incident 3. Incident template assignment invokes Orchestrator runbook 4. Runbook resolves issue 5. SCOM alert closed 6. SCSM incident resolved
  11. 11. CDH OpsMgr Alerts Connector
  12. 12. CDH SCSM Incident Management
  13. 13. CDH Incident Template
  14. 14. CDH Runbook Activity Template
  15. 15. CDH Orchestrator Integration Packs
  16. 16. CDH Orchestrator Integration Packs
  17. 17. CDH The Orchestrator Runbook
  18. 18. CDHCDH DEMO
  19. 19. CDH CodePlex
  20. 20. SC2012 Solution RunbookCDH Examples
  21. 21. CDH More CodePlex
  22. 22. CDH Thank You Royal Oak Grand Rapids 306 S. Washington Ave. 15 Ionia SW Suite 212 Suite 270 Royal Oak, MI 48067 Grand Rapids, MI 49503 (248) 546-1800 (616) 776-1600 www.cdh.com (c) C/D/H 2007. All rights reserved

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