Datawarehouse and reporting in service manager

Service Manager 2010: Data Warehouse and Custom Report Creation Dr. Eduardo Castro Martínez Microsoft MVP ecastro@grupoasesor.net http://comunidadwindows.org http://tiny.cc/comwindows http://ecastrom.blogspot.com

Session Objectives and Takeaways • Session Objectives: – Provide a data warehouse & reporting platform overview • Key Takeaways: – Reports in Service Manager are easy to use and customize – It’s easy to get new data into the warehouse – It’s easy to create custom reports in Service Manager

From Client to Cloud Using Service Manager Datacenter to Cloud Service Client Manager Consistent Improve Decrease Process Costs Service Delivery Physical Virtual Microsoft Platform Knowledge Automation Integration and Skills + Technology Best Practices Action + Workflow + Centralization + Ecosystem + Design Optimization

INTEGRATED EFFICIENT BUSINESS ALIGNED CMDB Self Service Portal IT Business Intelligence IT Process and Automated Routing Compliance and Workflow Automation Risk Management Knowledge Base Service Maps Asset Lifecycle Management © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Service Manager: The Power Is in the Integration IT GRC Asset Change Problem Incident Portal Configuration Forms Management DB Work Items Knowledge Configuration Items Workflows Data Warehouse

Service Manager Features • Integrated CMDB • Incident Management & Problem Management – Quickly restore service through routing and knowledge – Easily adapt your process and workflows • Change Management • Asset Management • Reporting and Dashboards • Compliance and Risk

Service Manager Features Integrated CMDB Incident Management & Problem Management Change Management Minimize risk and disruption to production Easily adapt your processes and workflows Asset Management Reporting and Dashboards Compliance and Risk

Example: Configuration Data supports Service Desk CI Data AD User Windows ConfigMgr Connector Computer Configuration Manager Service Manager Active Directory Domain Controller Computer Data Helpdesk Analyst HW and SW Inventory DCM, SW Updates Incident about End User’s Computer User Data End User’s Contact Info Computer Organization End User

Incident Management Process Document the process Visualize the process Map the process Record Tier 1 Yes Resolved Closure Record No Classif No y/ Escalat Continue HR Apps Route e Investigation Yes Record Data Center Alerts Tier 2 RESOLUTION CLASSIFY/ QUEUES SOURCES RECORD ESCALATION ROUTE TRIAGE CLOSURE

Service Manager Features Integrated CMDB Incident Management & Problem Management Change Management Minimize risk and disruption to production Easily adapt your processes and workflows Asset Management Reporting and Dashboards Compliance and Risk

Scenario CR 123 – Apply HBI Policy Manager Approval Automated Activity - Adds Computer to Group Closed

Data Warehouse Overview • Non-transactional data store for fast, consolidated reporting – Doesn’t interfere with day-to-day operations – Ingests and optimizes data for fast reporting and analysis – Integrates data from one or more management groups (supports scaling out Service Manager) – Automatically reconciles data from multiple sources • Self managing • Highly extensible via management packs Transactional Processing Data Warehouse Extract Transform Load Active Directory® SCSM DWStagingandConfig Repository DWDataMart Connectors

Data Warehouse Overview • Optimized for analysis – Traditional star schema Dimension 1 – Dimension tables represent classes, properties, enums – Fact tables represent Dimension 5 Dimension 2 relationships, measures, and key performance indicators Fact (KPIs) Table 1 • Conformed dimensional model Dimension 4 Dimension 3 – Closes the gap between class-based model and Dimension 6 relational database – Simplifies queries – 500+ classes flattened to Dimension 10 Dimension 7 <60 semantic dimensions • The data warehouse manages Fact Table this complexity for you… no 2 coding required Dimension 9 Dimension 8

Service Manager Features Integrated CMDB Incident Management & Problem Management Change Management Asset Management Reporting and Dashboards Data Warehouse Platform for IT Business Intelligence Create and Adapt Reports for Continuous Improvement Compliance and Risk

Data Warehouse Drives Continuous Improvement • 20+ reports in the box Manage & Analyze within • Built on top of Microsoft BI the Console stack • Extensible platform IT Analyst Manager Insert/ View Update Reports SCSM Data Warehouse ETL

Reporting Overview • Leverages the Microsoft business intelligence (BI) stack – Report infrastructure based on SQL Server Reporting Services (SSRS) – You can customize reports using tools you already know – Renders Reporting Services reports from any data source • Easy to use – Easy to find the information you need – Report controls automatically extend to stay in sync with class changes

Easy to Find the Information You Need • Reporting Services UI – Filter layout isn’t always user friendly – Doesn’t understand Service Manager classes and properties • Service Manager console – Provides advanced controls for a simplified experience – Filter by custom properties rather than picking from lists (i.e., cost center of the computer)

Manage and Analyze with the Console IT Manager Analyst Insert/ View Update Reports Manage Jobs SCSM Data Warehouse Reporting Services ETL & Stored MPSync Procedures

Using Reports in Service Manager Demo

Creating Custom Reports • Full SSRS support – Report Builder – Business Intelligence Development Studio • Easy to include in Service Manager Console – Deploy reports to SSRS under /SystemCenter/ServiceManage r folder – Any report/folder under that folder will show up in the console – Enables consolidating reports in one place

Build a Custom Report Demo

Announcing Service Manager Dashboards! http://technet.microsoft.com/en-us/library/ff758669.aspx

ISV Partners Delivering Solutions with Service Manager Delivers out of the box OLAP cubes Integrated Key Performance Indicator authoring http://baydynamics.com/ITAnalytics.aspx Dashboard solution IT Managers can create new dashboards, no coding required http://www.altosoft.com/products/system_center.shtml Rich, silverlight data visualization tools No precanned solutions, but demo could be useful selling tool http://consulting- demo.dundas.com/MSDashboardViewer/MicrosoftDashboardViewer.aspx

System Center Service Manager Roadmap 2012 H1 H2 2011 H1 H2 2010 H1

Call To Action • Get the Tools to Sell Service Manager – System Center Web – includes “RFP Helper”! – Installable Bits and Demo VHDs – Customer “Open Invitation” SCSM Overview Live Meetings – Hosted Test Drive/Labs – Ramp Up Materials, webcasts, more webcasts, even more webcasts • Get Trained - Microsoft Official Curriculum Courseware – 50217: Planning, Deploying and Managing Service Manager 2010 (4 days) - – 50377: Extending Service Manager 2010 (1 day) • Get Involved in the Community – Blog: http://blogs.tecnet.com/servicemanager • Guest bloggers welcome! – Forum: http://social.technet.microsoft.com/forums/en- US/systemcenterservicemanager/threads/ – Twitter: Use #SCSM and #ServiceManager hashtags – Internal Discussion DL: scsmtalk – Community Lead: twright

Service Manager 2010: Data Warehouse and Custom Report Creation Dr. Eduardo Castro Martínez Microsoft MVP ecastro@grupoasesor.net http://comunidadwindows.org http://tiny.cc/comwindows http://ecastrom.blogspot.com

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Datawarehouse and reporting in service manager

by Eduardo Castro on Oct 28, 2010

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Datawarehouse and reporting in service manager — Presentation Transcript