Service Manager – The New Helpdesk & CMDB Solution<br />Amit Gatenyo<br />Infrastructure & Security Manager, Dario<br />Mi...
Service Manager unifies IT processes<br /><ul><li> Demonstrate value of the IT investment
 Ensure IT governance, risk, and compliance
 Adapt to ever-changing needs of the organization</li></ul>Business Aligned<br /><ul><li> Provide choice and flexibility
 Deliver efficient support, anywhere, anytime
 Increase responsiveness and satisfaction</li></ul>User Centric<br /><ul><li> Reduce downtime, lower time to resolution
 Improve reliability
 Make it easier to manage compliance and risk</li></ul>Service Centric Data Center<br />
Integrated Platform for Orchestrating People, Process, and Technology <br />Business Aligned<br />Integrated<br />Efficien...
Service Manager  -  The Power is in the Integration<br />Compliance and Risk <br />Service Level Management<br />IT Busine...
Integrated System Center CMDB <br />System Center common schema<br />Object Model Based on Operations Manager<br />IT asse...
Incident ManagementKeep users and data center services up and running, and restore service quickly<br />Process workflows<...
Change ManagementMinimize errors and reduce risk<br />Typical Change Models<br />Standard, Major, Emergency…<br />Review a...
Problem ManagementEnables organizations to identify and track problems<br />Problem creation from similar incidents<br />L...
Knowledge ManagementReducing time to resolution<br />Knowledge articles<br />Customer, Partner, and Analyst authored conte...
Empowering the End UserUser self-service portal<br />Self Service Portal reduces help desk calls by 30%<br />Provision Sof...
Efficient and Responsive End-User Support<br />Service Manager Workflow<br />Service Manager  Console<br />Routes<br />Cla...
Eliminate Costly Downtime in the Data Center<br /><ul><li> Reduce downtime, lower time to resolution
 Improve reliability
 Make it easier to manage compliance and risk</li></ul>Service Centric Data Center<br />
Operations Manager Integration<br />Alert  Incidents<br />Create incident from Alert <br />Sync and resolve OM alerts<br ...
Enabled Scenarios <br />View global announcements<br />Search and view knowledge articles<br />Create service requests (IR...
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Service Manager – The New Helpdesk & CMDB Solution

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  • Service Manager – The New Helpdesk & CMDB Solution

    1. 1. Service Manager – The New Helpdesk & CMDB Solution<br />Amit Gatenyo<br />Infrastructure & Security Manager, Dario<br />Microsoft Regional Director – Windows Server & Security<br />054-2492499<br />Amit.g@dario.co.il<br />
    2. 2. Service Manager unifies IT processes<br /><ul><li> Demonstrate value of the IT investment
    3. 3. Ensure IT governance, risk, and compliance
    4. 4. Adapt to ever-changing needs of the organization</li></ul>Business Aligned<br /><ul><li> Provide choice and flexibility
    5. 5. Deliver efficient support, anywhere, anytime
    6. 6. Increase responsiveness and satisfaction</li></ul>User Centric<br /><ul><li> Reduce downtime, lower time to resolution
    7. 7. Improve reliability
    8. 8. Make it easier to manage compliance and risk</li></ul>Service Centric Data Center<br />
    9. 9. Integrated Platform for Orchestrating People, Process, and Technology <br />Business Aligned<br />Integrated<br />Efficient<br />CMDB<br />Core IT Process Automation<br /> Knowledge Base<br />Self Service Portal <br />Automated Notifications <br />Integrated Service Maps<br />Asset Management <br />Compliance and Risk Management <br />Informed Decision Making <br />Integrated | Efficient | Business Aligned <br />
    10. 10. Service Manager - The Power is in the Integration<br />Compliance and Risk <br />Service Level Management<br />IT Business Intelligence<br />Asset Management<br />Self Service Portal<br />Incident and Problem<br />Change and<br />Release<br />Authoring<br />Knowledge Base<br />SERVICE MANAGER PLATFORM<br />Workflow<br />Portal<br />Data Warehouse<br />CMDB<br />CONNECTORS<br /> External Systems<br />Active Directory <br />Domain Controller<br />Operations Manager 2007 Server<br />Configuration Manager 2007 Server<br />
    11. 11. Integrated System Center CMDB <br />System Center common schema<br />Object Model Based on Operations Manager<br />IT assets and services are Configuration Items (CIs)<br />Incidents, change requests, and problems are Work Items (WIs)<br />Configuration Management Database (CMDB) features:<br />Connectors sync data with external systems<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 />Relationships<br />Integrated | Efficient | Business Aligned <br />
    12. 12. Incident ManagementKeep users and data center services up and running, and restore service quickly<br />Process workflows<br />Escalations<br />Notifications<br />Customizable templates<br />Knowledge & History<br />Automatic incident creation<br />Desired Configuration Monitor (DCM) errors<br />Operations Manager alerts<br />Inbound Email<br />Portal<br />Over 75% of all incidents are caused by poor Change Management<br />
    13. 13. Change ManagementMinimize errors and reduce risk<br />Typical Change Models<br />Standard, Major, Emergency…<br />Review and Manual activities<br />Customizable Templates<br />Workflows and Notifications<br />Analyst Portal<br />Approvals via Web<br />Relate Change Requests to Incidents, Problems and Config Items<br />
    14. 14. Problem ManagementEnables organizations to identify and track problems<br />Problem creation from similar incidents<br />Link Incidents and Change requests to problem<br />Auto resolution of Incidents linked to the Problem<br />
    15. 15. Knowledge ManagementReducing time to resolution<br />Knowledge articles<br />Customer, Partner, and Analyst authored content<br />Local content and links to external content<br />End User and Analyst Sections<br />Ratings<br />Knowledge Search<br />Full text, keywords, categories<br />Related incidents, change requests, problems<br />Console and Web interfaces<br />
    16. 16. Empowering the End UserUser self-service portal<br />Self Service Portal reduces help desk calls by 30%<br />Provision Software<br />Reset Passwords<br />Create/view service requests<br />View announcements<br />Search/view knowledge base<br />
    17. 17. Efficient and Responsive End-User Support<br />Service Manager Workflow<br />Service Manager Console<br />Routes<br />Classifies<br />Configures<br />Administrator<br />Help Desk sees incident in his Queue<br />Submits Incident<br />End User – Ronnie<br />Help Desk – Amir<br />
    18. 18. Eliminate Costly Downtime in the Data Center<br /><ul><li> Reduce downtime, lower time to resolution
    19. 19. Improve reliability
    20. 20. Make it easier to manage compliance and risk</li></ul>Service Centric Data Center<br />
    21. 21. Operations Manager Integration<br />Alert  Incidents<br />Create incident from Alert <br />Sync and resolve OM alerts<br />View Alert details from SM<br />CMDB<br />Creation of CIs from OM discovered objects<br />OM Health Explorer for CI<br />Services<br />Sync Distributed Applications as Services<br />
    22. 22. Enabled Scenarios <br />View global announcements<br />Search and view knowledge articles<br />Create service requests (IR & CR)<br />View request status<br />Password Reset (using ILM v2)<br />Software provisioning (using ConfigMgr ‘07)<br />With or without approvals<br />With our *new* Software Catalog<br />
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    33. 33. תודה על ההקשבה!<br />Amit Gatenyo<br />Infrastructure & Security Manager, Dario<br />Microsoft Regional Director – Windows Server & Security<br />054-2492499<br />Amit.g@dario.co.il<br />

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