System Center Service Manager<br />Torgeir Bergsvik<br />Solution Specialist<br />
AUTOMATE         OPTIMIZE         SIMPLIFY<br />PEOPLE<br />PROCESS<br />TECHNOLOGY<br />
Integrated Platform for Orchestrating People, Process, and Technology <br />INTEGRATED<br />EFFICIENT<br />BUSINESS ALIGNE...
Service Manager : The Power is in the Integration<br />IT BUSINESS INTELLIGENCE<br />IT ANALYST<br />ASSET MANAGEMENT<br /...
Integrated System Center CMDB<br />System Center common schema<br />Common schema across System Center<br />Object model i...
Incident Management Restore service quickly<br />75 to 80% of all incidents are caused by poor change management <br />Eff...
Change Management Minimize errors and reduce risk<br />33% of customers plan to automate change over the next three years<...
Knowledge ManagementReducing time to resolution<br />Knowledge articles:<br /><ul><li>Customer, Partner, and Analyst autho...
Capture existing knowledge published on the Web
Links to external and local content
Ratings</li></ul>Searchable:<br /><ul><li>Full text
Keywords
Related incidents, change requests, knowledge articles</li></li></ul><li>Data Warehouse: Business Intelligence for IT<br /...
Service Manager Driving Service Management Outcomes<br />Realize value of the IT investment<br />Ensure IT governance, ris...
Demo – Datacenter IntegrationEliminating costly downtime through auto detection<br />SERVICE MONITORED<br />ALERT GENERATE...
Demo - Empowering the End User <br />The average cost of a single call is $25 to $30 <br />Self Service Portals reduce cal...
Demo - Automating ComplianceDCM Integration<br />CLIENT MANAGED<br />INCIDENT CREATED<br />CHANGE REQUESTED<br />INCIDENT ...
Upcoming SlideShare
Loading in …5
×

System Center Service Manager (Av Torgeir Bergsvik)

821 views
740 views

Published on

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
821
On SlideShare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
27
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

System Center Service Manager (Av Torgeir Bergsvik)

  1. 1. System Center Service Manager<br />Torgeir Bergsvik<br />Solution Specialist<br />
  2. 2. AUTOMATE OPTIMIZE SIMPLIFY<br />PEOPLE<br />PROCESS<br />TECHNOLOGY<br />
  3. 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. 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. 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. 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. 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. 8. Knowledge ManagementReducing time to resolution<br />Knowledge articles:<br /><ul><li>Customer, Partner, and Analyst authored content
  9. 9. Capture existing knowledge published on the Web
  10. 10. Links to external and local content
  11. 11. Ratings</li></ul>Searchable:<br /><ul><li>Full text
  12. 12. Keywords
  13. 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. 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. 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. 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. 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. 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. 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. 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. 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. 22. www.mms-2010.com<br />
  23. 23. We Use Service Manager To … <br />

×