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System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
System Center Service Manager (Av Torgeir Bergsvik)
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System Center Service Manager (Av Torgeir Bergsvik)

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  • 1. System Center Service Manager<br />Torgeir Bergsvik<br />Solution Specialist<br />
  • 2. AUTOMATE OPTIMIZE SIMPLIFY<br />PEOPLE<br />PROCESS<br />TECHNOLOGY<br />
  • 3. Integrated Platform for Orchestrating People, Process, and Technology <br />INTEGRATED<br />EFFICIENT<br />BUSINESS ALIGNED<br />CMDB<br />IT Process and workflow Automation<br />Service Maps<br />Self Service Portal <br />Automated Notifications <br />Knowledge Base<br />Asset Management <br />Compliance and Risk Management <br />Informed Decision Making <br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 4. Service Manager : The Power is in the Integration<br />IT BUSINESS INTELLIGENCE<br />IT ANALYST<br />ASSET MANAGEMENT<br />PROVANCE<br />SELF SERVICE <br />COMPLIANCE AND RISK <br />Incident and Problem<br />Authoring<br />Knowledge Base<br />SERVICE MANAGER<br />Workflows<br />Portal<br />Change<br />Data Warehouse<br />CMDB<br />
  • 5. Integrated System Center CMDB<br />System Center common schema<br />Common schema across System Center<br />Object model is based on Operations Manager<br />IT assets are represented as configuration items (CIs)<br />Incidents, change requests, and problems are represented as work items (WIs)<br />Configuration Management Database (CMDB) features<br />Create, update, and view CIs<br />Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users<br />Automatically track CI change history<br />Service definition and mapping<br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 6. Incident Management Restore service quickly<br />75 to 80% of all incidents are caused by poor change management <br />Efficient resolution with knowledge base and history <br />Ensure accurate and efficient recording with pre-defined templates<br />Automatic incident creation between Config and Ops Manager<br />
  • 7. Change Management Minimize errors and reduce risk<br />33% of customers plan to automate change over the next three years<br />Embed standard processes<br />Efficiently create change requests<br />Fill in information quickly using templates<br />
  • 8. Knowledge ManagementReducing time to resolution<br />Knowledge articles:<br /><ul><li>Customer, Partner, and Analyst authored content
  • 9. Capture existing knowledge published on the Web
  • 10. Links to external and local content
  • 11. Ratings</li></ul>Searchable:<br /><ul><li>Full text
  • 12. Keywords
  • 13. Related incidents, change requests, knowledge articles</li></li></ul><li>Data Warehouse: Business Intelligence for IT<br />Integrated across System Center<br />Demonstrate performance<br />Identify opportunities for service improvements<br />Data Warehouse repository database<br />Database Performance<br />Model data and prune to the right subsets<br />Built on SQL Reporting services<br />Model-driven <br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 14. Service Manager Driving Service Management Outcomes<br />Realize value of the IT investment<br />Ensure IT governance, risk, and compliance <br />Adapt to ever-changing needs of the organization<br />BUSINESS<br />Provide choice and flexibility <br />Deliver efficient support, anywhere, anytime<br />Increase responsiveness and satisfaction<br />IT SERVICE MANAGEMENT GOALS<br />END USER<br />Reduce downtime, lower time to resolution<br />Improve reliability <br />Simplify the management of compliance and risk<br />DATA CENTER <br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 15. Demo – Datacenter IntegrationEliminating costly downtime through auto detection<br />SERVICE MONITORED<br />ALERT GENERATED<br />INCIDENT CREATED<br />INCIDENT RESOLVED<br />INCIDENT DIAGNOSED<br />INCIDENT CLOSED<br />CONNECTOR<br />CONNECTOR<br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 16. Demo - Empowering the End User <br />The average cost of a single call is $25 to $30 <br />Self Service Portals reduce calls by 30%<br />Provision Software<br />Reset Passwords<br />Create/view service requests<br />View announcements<br />Search/view knowledge base<br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 17. Demo - Automating ComplianceDCM Integration<br />CLIENT MANAGED<br />INCIDENT CREATED<br />CHANGE REQUESTED<br />INCIDENT DIAGNOSED<br />REMEDIATION ACTION<br />DCM DRIFT<br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  • 18. Compliance and Risk Process Management Pack for Service Manager <br />Regulations and Standards<br />CONTROL OBJECTIVES<br />Exchange<br />WS2008<br />Windows 7<br />CONTROL ACTIVITES<br />Reports<br />Reports<br />Reports<br />
  • 19. ScenarioAlways Ready for an IT Audit <br />Process<br />Controls<br />Map Control Objectives<br />GRC <br />Implement <br />Procedure<br />Program Manager <br />Validate<br />Settings<br />Managing Compliance<br />Detect <br />Failure<br />Record<br />Result<br />Failure<br />Corrective<br />Actions<br /> Actions<br /> Activities<br />GRC <br />Incident/<br />Issue<br />Config<br />Settings<br />Dashboard<br />GRC<br />Problem<br />Monitor<br />Change <br />Control<br />Take<br />Action<br />Operations Engineer<br />Provide Audit Trail<br />
  • 20. Service Manager Authoring Tool<br />First look in Beta 2, ships with SM Console<br />Drag and drop designers – no code or XML required!<br />Forms customization<br /><ul><li>Add/remove/move controls, change formatting, validation rules</li></ul>Extend CMDB model<br /><ul><li>Add new classes, relationships, and properties</li></ul>Workflow authoring<br /><ul><li>Compose workflows using predefined activities
  • 21. Define automated activity rules to execute these workflows</li></li></ul><li>Summary – Service Manager 2010<br />On Track for 1H 2010 RTM!<br />Flexible solutions to automate common IT processes<br />ITIL / MOF<br />Workflow orchestration<br />Self-service<br />Deep integrationwith other System Center products<br />Configuration Manager<br />Operations Manager<br />Active Directory<br />Comprehensive, extensible platform for orchestrating people, processes, and systems<br />Public SDK<br />Tools for IT and Dev<br />Connectors<br />Incident and Problem<br />Authoring<br />Knowledge Base<br />Workflows<br />Portal<br />Change<br />Data Warehouse<br />CMDB<br />
  • 22. www.mms-2010.com<br />
  • 23. We Use Service Manager To … <br />

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