The document discusses Service Manager 2010's data warehouse and reporting capabilities. It provides an overview of how the data warehouse platform allows for consolidated reporting and analysis of data from Service Manager. It also describes how custom reports can be easily created in Service Manager using the Microsoft business intelligence stack. The document demonstrates creating a custom report in Service Manager.

1. 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

2. 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

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

4. © 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.
INTEGRATED EFFICIENT BUSINESS ALIGNED
CMDB
IT Process and
Workflow Automation
Service Maps
Self Service Portal
Automated Routing
Knowledge Base
IT Business Intelligence
Compliance and
Risk Management
Asset Lifecycle
Management

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

6. 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

7. 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

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

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

10. 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

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

12. 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
Active Directory®
Data Warehouse
DWStagingandConfig
Connectors SCSM Repository
Extract Load
Transform
DWDataMart

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

14. 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

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

16. 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

17. 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)

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

19. Using Reports in Service
Manager
Demo

20. 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

21. Build a Custom Report
Demo

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

23. 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

24. 2012
H1
H1
2010
2011
H1
H2
System Center Service Manager Roadmap
H2

25. 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

26. Q&A

27. 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