Improving User Service & Business Alignment with System Center Service Manager 2010MGT310<br />Clare Henry <br />Director ...
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...
Scenario – Datacenter IntegrationEliminating costly downtime through auto detection<br />SERVICE MONITORED<br />ALERT GENE...
Scenario - Empowering the<br />End User <br />The average cost of a single call is $25 to $30 <br />Self Service Portals r...
Deliver Efficient and Responsive User-Centric Service<br />demo<br />Charlie Chase<br />Group Program Manager<br />Microso...
Service Manager Authoring Tool<br />Drag and drop designers – no code or XML required!<br />Forms customization<br /><ul><...
Define automated activity rules to execute these workflows</li></li></ul><li>Extending Service Manager<br />demo<br />Trav...
Scenario - Automating ComplianceDCM Integration<br />CLIENT MANAGED<br />DCM DRIFT<br />INCIDENT CREATED<br />CHANGE REQUE...
Managing Compliance and Risk<br />demo<br />Charlie Chase<br />Group Program Manager<br />Microsoft Corporation<br />
Summary – Service Manager 2010<br />On Track for 1H 2010 RTM!<br />Flexible solutions to automate common IT processes<br /...
Resources<br />Beta 2 available now from<br />http://connect.microsoft.com<br />Give us feedback through the Service Manag...
System Center Roadmap<br />2008<br />2009<br />2010<br />2011<br />vNext<br />2007 R2<br />2007 SP1<br />vNext<br />2008<b...
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MGT310 Reduce Support Costs and Improve Business Alignment with Microsoft System Center Service Manager

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System Center Service Manager, through the power of its integrated platform, reduces costs, improves service levels, delivers informed decision making and reduces the burden of compliance. In this session learn how Service Manager, now in Beta Two, lowers the cost of incident and problem resolution and provides a streamlined approach to change management by providing integrated knowledge of configuration items and the ability to easily assess the current health state of IT services by seamlessly integrating the activities between Service Manager, System Center Operations Manager and System Center Configuration manager. Also see how Service Manager will deliver a compliance and risk process management pack that harmonises over 350 regulatory standards into a comprehensive set of control objectives that can be managed and tracked.

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MGT310 Reduce Support Costs and Improve Business Alignment with Microsoft System Center Service Manager

  1. 1.
  2. 2. Improving User Service & Business Alignment with System Center Service Manager 2010MGT310<br />Clare Henry <br />Director Technical Product Marketing<br />Michael Nappi<br />Product Unit Manager<br />Microsoft System Center <br />
  3. 3. AUTOMATE OPTIMIZE SIMPLIFY<br />PEOPLE<br />PROCESS<br />TECHNOLOGY<br />
  4. 4. 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 />
  5. 5. 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 />
  6. 6. 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 />
  7. 7. 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 />
  8. 8. 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 />
  9. 9. Knowledge ManagementReducing time to resolution<br />Knowledge articles:<br /><ul><li>Customer, Partner, and Analyst authored content
  10. 10. Capture existing knowledge published on the Web
  11. 11. Links to external and local content
  12. 12. Ratings</li></ul>Searchable:<br /><ul><li>Full text
  13. 13. Keywords
  14. 14. 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 />
  15. 15. 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 />
  16. 16. Scenario – 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 />
  17. 17. Scenario - Empowering the<br />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 />
  18. 18. Deliver Efficient and Responsive User-Centric Service<br />demo<br />Charlie Chase<br />Group Program Manager<br />Microsoft Corporation<br />
  19. 19. Service Manager Authoring Tool<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
  20. 20. Define automated activity rules to execute these workflows</li></li></ul><li>Extending Service Manager<br />demo<br />Travis Wright<br />Senior Program Manager<br />Microsoft Corporation<br />
  21. 21. Scenario - Automating ComplianceDCM Integration<br />CLIENT MANAGED<br />DCM DRIFT<br />INCIDENT CREATED<br />CHANGE REQUESTED<br />INCIDENT DIAGNOSED<br />REMEDIATION ACTION<br />INTEGRATED | EFFICIENT | BUSINESS ALIGNED <br />
  22. 22. Managing Compliance and Risk<br />demo<br />Charlie Chase<br />Group Program Manager<br />Microsoft Corporation<br />
  23. 23. 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 />
  24. 24. Resources<br />Beta 2 available now from<br />http://connect.microsoft.com<br />Give us feedback through the Service Manager Forums<br />http://social.technet.microsoft.com/Forums/en-US/category/servicemanager/<br />Read the Service Manager blogs<br />http://blogs.technet.com/servicemanager<br />Additional info available at: <br />http://www.microsoft.com/systemcenter/en/us/service-manager.aspx<br />
  25. 25. System Center Roadmap<br />2008<br />2009<br />2010<br />2011<br />vNext<br />2007 R2<br />2007 SP1<br />vNext<br />2008<br />2008 R2<br />vNext<br />2007 R2<br />2007 SP2<br />2007 R3<br />2010<br />2007 SP1<br />2010<br />vNext<br />2009 & R2<br />2008<br />2010 & R2<br />2011 & R2<br />V1<br />V2 & V3<br />2007 SP1<br />2010<br />
  26. 26. Related Content<br />MGT10-IS: System Center Service Manager 2010 &quot;Chalk Talk&quot; <br />Wednesday, 13:13-14:45, Interactive Theatre 5 - Yellow<br />Required Slide<br />Speakers, <br />please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session.<br />
  27. 27. Required Slide<br />Complete an evaluation on CommNet and enter to win an Xbox 360 Elite!<br />
  28. 28. question & answer<br />
  29. 29. Required Slide<br />© 2009 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.<br />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.<br />

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