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![Service Manager is Ready for You
Customers Love the Integration, ROI and Simplicity!
• Equiniti
With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT
environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,”
Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes
to fix other problems.” Matt Higham, Technical Strategy Consultant
• Avanade
“We deployed the program in a matter of weeks with no real learning curve for our staff, ” Shulik says. “Out of the box, System
Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the
added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.”
Kristin Shulik, Product Manager for IT Management Services
• General Mills
“Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already
collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it
fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager](https://image.slidesharecdn.com/integratiemetsystemcenterservicemanager1-240312195325-c841299c/85/Integratie_met_System_Center_Service_Manager-1-pptx-22-320.jpg)
Integratie_met_System_Center_Service_Manager (1).pptx
- 2. Microsoft® System Center ServiceManager 2010 Nigel Cain nigel.cain@microsoft.com Management track
- 3. Session Objectives andTakeaways • Session Objectives: – Show integration points between Service Manager and other System Center Products – Encourage adoption of Service Manager • Key Takeaways: – Service Manager works well with Configuration Manager 2007 • Self-service Software provisioning • Desired Configuration Management (DCM) – Service Manager works well with Operations Manager 2007 • Alert Incident creation & resolution • Service definition and mapping – Service Manager enables data integration across the enterprise • CMDB + Connectors • Opalis Integration Server
- 4. Service Manager: ThePower Is in the Integration Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance & Risk
- 5. BUSINESS Realize value ofthe IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Service Manager Value Proposition END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere
- 6. DEMO Enable Self-service toLower Costs and Increase End-user Satisfaction
- 7. Integrated Self-Service Portal Theaverage cost of a single call is $25 to $30 Self Service Portals reduce calls by 30% • Provision Software • Reset Passwords • Create/view service requests • View announcements • Search/view knowledge base
- 8. Scenario: Automating End-userSoftware Request Create Packages & Programs Configure SM Portal Advertisement Delivered Software Deployed End User Requests Software End User Manager Approves Request Manager
- 9. DEMO Self-service Software Provisioningusing Service Manager & Configuration Manager
- 10. SYSTEM CENTER INTEGRATIONFOR THE IT ANALYST
- 11. SC Integration Overview CMDB ConfigurationItems are synchronized via connectors unidirectional into the CMDB • CM – Computers with inventory, collections, DCM baselines • OM – MP inventory, distributed applications • AD – Users, groups, printers, computers Work Items are synchronized via workflows • CM – unidirectional into the CMDB for DCM baseline violation as Incidents • OM – Bidirectional for Incidents generated from Alerts
- 12. BUSINESS Realize value ofthe IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Service Manager Value Proposition END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere
- 13. SC Integrated IncidentManagement • Incidents from Alerts address these aspects Downtime •Awareness •Action •Communication Time to resolution •Context of the problem •Applicability of existing solution •Communication
- 14. ALERT GENERATED INCIDENT CREATED INCIDENTRESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED Scenario: Automating SCOM Alert Incident SERVICE MONITORED IT Analyst / Operator
- 15. DEMO Alert to IncidentCreation using Service Manager & Operations Manager
- 16. BUSINESS Realize value ofthe IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Service Manager Value Proposition END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere
- 17. Compliance Management • Majorscenarios – Reduce operational cost by managing deviation from standardized configuration – Manage regulatory compliance • Service Manager works with DCM to help with both – Regulatory compliance is focus of additional solution (BI03)
- 18.
- 19. DEMO Compliance Management usingService Manager and Configuration Manager DCM
- 20. CMDB + Connectors= Data Integration • Configuration Management Database (CMDB) stores – Configuration Items (CI) = computers, software, users – Work Items (WI) = incidents, problems, change requests – Relationships between CIs and between CIs and WIs • CMDB schema is extensible using Management Packs and Authoring Tool – Common schema shared with SCOM – Authoring tool supports customization of forms, workflows and schema extensions • Connectors automatically create CIs in the CMDB from other databases – Connectors run on a schedule and data is watermarked to facilitate efficient data synchronization – Service Manager ships with Connectors for SCCM, SCOM and Active Directory • Data integration with other products is provided by Opalis Integration Server
- 21. Service Manager DataIntegration using Opalis Service Manager syncs data between its CMDB and other product databases using Opalis to support data integration and interoperability across the Enterprise BMC Atrium CMDB BMC Remedy AR System BMC Event Manager BMC Patrol BMC BladeLogic Operations Manager CA AutoSys CA eHealth CA Service Desk CA SPECTRUM CA Unicenter NSM VMware VI / vSphere Symantec VERITAS NetBackup HP Operations for UNIX HP Operations Windows HP Operations Solaris HP Network Node Manager HP Service Desk HP Service Manager HP Asset Manager HP iLO 2 IBM Tivoli Enterprise Console IBM Tivoli Netcool/Omnibus IBM Tivoli Storage Manager EMC Smarts InCharge
- 22. Service Manager isReady for You Customers Love the Integration, ROI and Simplicity! • Equiniti With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,” Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes to fix other problems.” Matt Higham, Technical Strategy Consultant • Avanade “We deployed the program in a matter of weeks with no real learning curve for our staff, ” Shulik says. “Out of the box, System Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.” Kristin Shulik, Product Manager for IT Management Services • General Mills “Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager
- 23. Customers Love theIntegration, ROI, & Simplicity! 57 Customers Already in Production Equiniti “We’re looking at a definite reduction in the staff hours required to deliver high service levels. It will take half the time it used to for managing the change process, leaving more time to fix other problems.” Matt Higham, Technical Strategy Consultant Avanade “(Service Manager) helps us gather better intelligence about our infrastructure, which enables us to better plan for hardware replacements, software upgrades, and other modifications to our infrastructure.” Kristin Shulik, Product Manager for IT Management Services General Mills “We installed Service Manager and set up the connectors. In less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” Glenn Cozine, Senior Technical Specialist and Project Manager
- 24. ISV Partners DeliveringSolutions with Service Manager Provance “AsanISV,theflexibilityandextensibilityofthe platformallowsustodeliverthesamepowerful capabilitiesweprovideinourstand-alone ProvanceITAssetManagementsoftwarefrom rightwithinSystemCenterServiceManager. Customersgetthebestofbothworlds–our longtimeProvanceexpertiseinITAsset ManagementdeliveredwithMicrosoftSystem Centertechnology.” GordWatts,VicePresident,Marketing
- 25. SI Partners Readyto Support Service Manager CDW “AsaSolutionIntegrator,wearealwayslookingfor thenextbigthing―Iamexcitedtotellyouthat ServiceManagerisit!BythetimeService Managerlaunches,wewillhavedeployeditto over15customers.Workingwithourearly adoptercustomers―andbeinganearlyadopter ourselves―wehavetheconfidenceinthe solution,theknowledge,andtheexperienceto helpourcustomersgetthemostoutofService ManagerandtheentireSystemCentersuite.” DougMiller,PracticeArchitect
- 26. 2012 H1 H1 2010 2011 H1 H2 System Center ServiceManager Roadmap H2
- 27. Flexible solutions to automatecommon IT processes Deep integration with other System Center products Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Incident and Problem Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring Summary – Service Manager 2010
- 28. Call To Action& Resources • Evaluate & Deploy Service Manager 2010 RTM – Hosted test drive & labs – Download installable RTM Evaluation Version http://www.microsoft.com/systemcenter/en/us/default.aspx#download-trials • 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 – Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager – Twitter: Use #SCSM and #ServiceManager hashtags Setup and Deployment http://go.microsoft.com/?linkid=9727037 Incident and Change Management http://go.microsoft.com/?linkid=9727038 Data Warehouse and Reporting http://go.microsoft.com/?linkid=9727039 Integration with Other System Center Products http://go.microsoft.com/?linkid=9727040 Extending and Customizing http://go.microsoft.com/?linkid=9727041