Introduction to Service Manager
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Join your System Center experts from Cireson to explore Microsoft’s robust Service Desk platform. Get real world guidance and demonstrations to see how Service Manager enables your ITIL objectives. Likewise, you will discover how the experts leverage common Service Automation outcomes to provide instant gratification for our customers.
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Introduction to Service Manager
- 1. 11 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration The Webinar will begin in 5 minutes…
- 2. 22 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration The Webinar will begin in 4 minutes…
- 3. 33 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration The Webinar will begin in 3 minutes…
- 4. 44 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration The Webinar will begin in 2 minutes…
- 5. 55 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration The Webinar will begin in 1 minute…
- 6. 66 INTRODUCTIONTOSERVICEMANAGER FORSYSTEMCENTER2012R2 Briefing, Discussion and Demonstration Brian Pavnick, ITIL Brian.Pavnick@Cireson.com Phoenix, AZ Tuesday, November 17, 2015 Scott Middaugh Scott.Middaugh@Cireson.com Houston, TX Chris Ross MVP, ITIL Chris.Ross@Cireson.com Houston, TX
- 7. Presentation to Joe Smith7 Presentation to Joe Smith77 SESSIONAGENDA System Center Overview Incident, Problem & Service Request Management Self-Service & Automation Change & Release Management Cireson Solutions for Service Manager Critical Decisions: Where to Deploy Conclusion & Questions
- 8. Presentation to Joe Smith8 Presentation to Joe Smith8 SYSTEMCENTER&SERVICEMANAGEMENT A Discussion around ITIL Service Life Cycle Management with System Center The Right Choice
- 9. Presentation to Joe Smith9 Presentation to Joe Smith99 Provisioning Enterprise-classmulti- tenant infrastructure for hybridenvironments Automation & Self-Service Application-owner agility while IT retains control Service & Asset Management Flexible service delivery& asset lifecyclemgmt App & Infrastructure Monitoring Comprehensive monitoring of applications& cloud infrastructure Configuration Management Manage & monitor configuration& drift COMPREHENSIVE MANAGEMENT for Infrastructure & Applications with System Center 2012 R2
- 10. Presentation to Joe Smith10 Presentation to Joe Smith1010 COMPREHENSIVE MANAGEMENT with Key System Center 2012 R2 Components Service Management Service Manager Integration & Process Automation Orchestrator & SMA IaaS Monitor & Manage Service End to End Operations Manager Data Protection & Recovery Data Protection Manager Virtualize, Deploy & Manage Virtual Machine Manager Design, Configure & Deploy Configuration Manager
- 11. Presentation to Joe Smith11 Presentation to Joe Smith1111 Service Management Service Management is a customer-focused approach to service delivery which crosses organizational boundaries In the age of cloud computing and the coming age of Internet of Things (IoT), Service Management must be easily extensible, integrated and highly automated in order to continue to meet the needs of the business and respond to technological changes and advances
- 12. Presentation to Joe Smith12 Presentation to Joe Smith1212 Third party Mgmt Tools & CMDBs Service Catalog Templates Workflows CMDB WorkItems Configuration Items Knowledge Reporting and data warehousingSelf-Service Standardization Automation EmailMobile Portal SERVICE MANAGEMENT FOUNDATION Building a Master CMDB
- 13. Presentation to Joe Smith13 Presentation to Joe Smith1313 NATIVEUSER Interfaces for enterprise user roles and use cases FULL CONSOLE Targeted to key IT support roles: SCSM Administrators Service Desk Analysts Change Managers Asset Managers SELF-SERVICE PORTAL Targeted primarily to end users and “light” IT users: Incident and service request submission Request approval Knowledge search E-MAIL WORKFLOW Enables productivity when not at the keyboard: Incident and request submission and processing Request approval Service level warnings
- 14. Presentation to Joe Smith14 Presentation to Joe Smith1414 INCIDENT,PROBLEM&SERVICEREQUEST MANAGEMENT Flexible and extensible foundation for core service management functions TEMPLATED Includes default incident, problem & service request templates Ability to add custom templates Promotes and simplifies standardization CONFIGURABLE Configure drop-down menus and text field values to match your process Add custom properties and fields with a visual authoring tool CONNECTED Connectors synchronize hardware items and other relevant info into the Service Manager CMDB Affected assets can be associated with incidents and problems Integration in minutes not days/weeks/months AUTOMATED Automatic ticket creation via connectors, e-mail and orchestration Automatically close child incidents related to a problem
- 15. Presentation to Joe Smith15 Presentation to Joe Smith1515 SharePoint-based End User Portal Analyst / Administrator Console E-mail Assignment & Workflow Common Challenges Assignment to Individual Analysts Choice of Work Item Type Up-front No Web Console for Analysts Visibility into Analyst Workload & Team Performance Cireson offers a number of solutions to enhance the out-of-box user experience: OOB Experience Cireson Enhancements Analyst Portal Self-Service Portal My Active Work Items Outlook Console Lync Integration Preview Pane Remote Manage Tier Watcher Group Assign Affected User Dashboards Action Log Notify ENHANCINGNATIVECAPABILITIES with Cireson Solutions
- 18. Presentation to Joe Smith18 Presentation to Joe Smith1818 Configurable & Controlled Translate business language that users understand into IT language Requests can be tailored to capture info required for manual or automated fulfillment Role-based Offerings are delivered based on user’s role in the organization Leverages your existing investment in Active Directory Enables an intuitive and customized self-service experience Simplified Service catalog designed for easy navigation for less technical users Automate high-frequency repeatable tasks Requests can be approved via web or e-mail Service Request Management SELF-SERVICE&AUTOMATION
- 19. Presentation to Joe Smith19 Presentation to Joe Smith1919 SERVICEMANAGEMENTAUTOMATION GOALS The business demands…
- 20. Presentation to Joe Smith20 Presentation to Joe Smith2020 SERVICELEVEL MANAGEMENT Proactively track team performance against KPIs STEP 1: CREATE CALENDAR • 24/7, Business Hours, Holidays, etc. STEP 2: CHOOSE METRIC • Track Response, Resolution, Closure STEP 3: SET SERVICE LEVELS • Set Warning and Breach Thresholds Configurable calendars including hours, days and holiday schedules A wide range of configurable metrics, including response, resolution and closure performance Supports both incidents and service requests
- 21. Presentation to Joe Smith21 Presentation to Joe Smith2121 KNOWLEDGE MANAGEMENT Searchable knowledge base for analysts and end users Searchable via SCSM Console & Self-Service Portal Link KB Articles to Work Items Assign Ownership and Control Visibility Articles in Rich Text Format to Support Rich Content
- 22. Presentation to Joe Smith22 Presentation to Joe Smith2222 SharePoint-based, Silverlight End User Portal Analyst / Administrator Console Web-based Request Approval Common Challenges Portal Not Device Friendly Limited Portal Customization Portal Performance Latency No SMA Integration Cireson offers a number of solutions to enhance the out-of-box user experience: OOB Experience Cireson Enhancements Self-Service Portal Action Log Notify SMA Connector Analyst Portal ENHANCINGNATIVECAPABILITIES with Cireson Solutions HTML Knowledge
- 25. Presentation to Joe Smith25 Presentation to Joe Smith2525 CHANGE&RELEASEMANAGEMENT Powerful framework for managing infrastructure and application updates TEMPLATED Includes change and release templates out of the box Ability to add custom templates CONFIGURABLE Configure drop-down menus and text field values to match your processes Add custom properties and fields with a visual authoring tool CONNECTED Connectors synchronize, rationalize and normalize hardware items and relevant info into the CMDB Affected assets can be associated to any work item (ticket) AUTOMATED Update change activities automatically via e-mail and orchestration Drive change and release approval processes from any device Process automation via workflows
- 26. Presentation to Joe Smith26 Presentation to Joe Smith2626 SCSM Console for Updating Item Status and Activities Self-Service Portal for Item Approvals E-mail for Approval, Activity Assignment and Completion Common Challenges No Change or Release Calendar No Web Console for IT Operations Limited E-mail Workflow Support for Complex Processes Cireson offers a number of solutions to enhance the out-of-box user experience: OOB Experience Cireson Enhancements Change Calendar Action Log NotifyOutlook Console Analyst Portal Self-Service Portal Risk Calculator Release Calendar MS Project Connector ENHANCINGNATIVECAPABILITIES with Cireson Solutions
- 28. Presentation to Joe Smith28 Presentation to Joe Smith2828 Computer and Printer Hardware Assets Software Titles (from ConfigMgr) Accessible via SCSM Console Common Challenges No Support of Contracts and Licensing No Software Title Normalization No Lifecycle Mgmt Workflow Unfamiliar Interfaces for Asset Mgr Cireson offers a number of solutions to deliver enterprise asset mgmt in SCSM: OOB Experience Cireson Enhancements Analyst Portal Asset Import Asset Excel View BuilderAsset Management Dashboards Mobile Barcode Scanner ENHANCINGNATIVECAPABILITIES with Cireson Solutions
- 29. 29 SUMMARY System Center 2012 R2 with Cireson can meet the Service Management needs even in large, complex enterprises: Designed to Support ITIL Ensure users are productive at or away from the office NEXTSTEPS • Schedule a Proof-of-Concept • Reduce Risk with a Deployment Planning Workshop • System Center Training Available Summary & Next Steps
- 31. 31 Azure Hyper-V System Center Cireson Built on proven Microsoft technologies, Cireson brings Azure and System Center closer together World class enterprise management engine provides the backbone of Service and Asset Management functions Cireson extends these capabilities and enables your organization to easily extend business ready solutions THECIRESONPLATFORM Solutions and Streams
- 32. 32 CIRESONSTORE Product Streams Overview Cireson offers add-ins for System Center to enhance the user experience and support for the full Service Management lifecycle, as well as a rich Asset Management feature, bringing true enterprise capabilities to the Microsoft management suite ESSENTIALS MANGEMENT The core suite of Cireson components delivering a rich user experience for key service management roles SERVICE MANAGEMENT Deliver a device-friendly user experience, along with rich asset management capabilities leveraging your existing technology investments ASSET MANAGEMENT Highly automated, full lifecycle management of your organization’s hardware and software assets and related contracts SERVICE AUTOMATION Reduce support costs through self-service automation of common user requests with Microsoft’s automation platforms IDENTITY MANAGEMENT Drive efficiency in supporting user identity through secure self- service password reset across devices with System Center Free Community Apps Free apps built for the System Center community. Coming soon…Business Management Solution ESSENTIALS MANGEMENT The core suite of Cireson components delivering a rich user experience for key service management roles ASSET MANAGEMENT Highly automated, full lifecycle management of your organization’s hardware and software assets and related contracts SERVICE MANAGEMENT Deliver a device-friendly experience, with rich asset management capabilities leveraging your existing investments Available Now!
- 33. 33 CIRESONSTORE Service Management SERVICE MANAGEMENT Analyst Portal Self-Service Portal Dashboard & Reports Tier Watcher Asset Management (via Portal) SMA Connector Outlook Console Lync Integration The Service Management suite delivers a rich, web-based experience, making end users and support teams productive wherever they are on a variety of devices, along with customizable self-service request management to automate frequent requests. Rich asset management capabilities deliver lifecycle management of the technical, business and financial aspects of asset management. HTML Knowledge
- 34. 34 CIRESONSTORE Asset Management, Identity Management, Service Automation and Community ASSET MANAGEMENT IDENTITY MANAGEMENT SERVICE AUTOMATION COMMUNITY APPS Remote ManageAdvanced Send E-mailAuto CloseNotify Analyst Asset Import Asset Excel Mobile Barcode Scanner Password Reset - AD MS Project ConnectorAsset Management Action Log NotifyTime Tracker Ticker App
- 35. 35 CIRESONSTORE Service Manager Essentials ESSENTIALS MANAGEMENT My Active Work Items Change Risk Calculator Group Assign Preview Pane Tier Watcher Change Calendar Affected User Notify Analyst Release Calendar View Builder The Essentials Management suite is a collection of core Cireson apps that enhance the native Service Manager console, providing a richer user experience that drives productivity for key Service Management support roles. Notification enhancements accelerate issue and request processing by driving e-mail updates to both the assigned and requesting users.
- 36. 36 SUMMARY Enhancements to End User and Analyst and Administrator Experience… NEXTSTEPS Schedule a Trial Review Available Services and Training Opportunities Contact your cireson Territory Manager for additional questions Tip: don’t know who your Territory Manager is? Email: Team@Cireson.com
- 37. 37 WHERETODEPLOY On Premises and Microsoft Azure Deployment Discussion Critical Decisions
- 38. Presentation to Joe Smith38 Presentation to Joe Smith3838 COMPREHENSIVE MANAGEMENT with Key System Center 2012 R2 Components Service Management Service Manager IaaS
- 39. 39 AZURE COSTVS. HOSTING Hosting / On-Prem Azure Cost/month $X 30% more Cost/GB/month 14 GB | $X 24.5 | 30% less Cost/Core/month 5 cores | $X 12 cores | 85% less Windows Server Licensing ?? Included SQL Server Licensing ?? Included Disk space Very limited Unlimited! Pay-as-you-go. Disk speed Standard SSD on SQL Disk spindles 4 (host) in RAID 1 4 just for data on SQL D2 Tip: Talk to a LAR to get discounted pricing
- 40. 40 OTHERCONSIDERATIONS Hosting / On-Prem Azure Scalability Tedious Simple Data Growth Rebuild storage array Bottomless data center Deployment Old school Push button Pricing Model Relatively limited Many different options Services Limited Many related services Internet Speed Good Great Automation Limited Azure Automation/PowerShell Administration Do it yourself Managed to some degree
- 41. 41 On-premises TYPICALSCSMDEPLOYMENTTOPOLOGY On-Premises DC SCSM Management Server Farm SQL Cluster
- 43. 43 SUMMARY Microsoft Azure in conjunction with System Center 2012 R2 and Cireson can exceed the Service Management needs of even in large, complex enterprises: World-Class Infrastructure Azure can cost less Azure provides services that reduce operational costs Moving SCSM to Azure is relatively easy if you know what to do/not to do Moving to Azure can improve performance for the same cost
- 44. 44 NEXTSTEPS Review Azure Reference Architecture Review the Azure Cost Calculator Schedule a Proof-of-Concept Try System Center 2012 in Azure for Yourself Get a free MS Azure trial subscription Deploy a test AD + SCSM environment Get Site-2-Site VPN in place Install the Cireson Portal!
- 45. Presentation to Joe Smith45 Presentation to Joe Smith4545 HTTP://GO.CIRESON.COM/CIRESON_NEWSLETTER
- 46. Presentation to Joe Smith46 Presentation to Joe Smith4646 NEXTWEEK: SCSMHEALTHCHECKNOV19,2015 CHECKYOURINBOXTOMORROW!
- 47. Presentation to Joe Smith47 Presentation to Joe Smith4747 QUESTIONS? team@cireson.com (855) 871-1232 @teamcireson
Editor's Notes
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- Good morning, good afternoon and good evening, wherever you may be in this beautiful world. My name is Chris Ross on top of being your MC for today’s webinar I am a Managing Partner and Product Owner for Cireson. Thank you for joining us today as we explore the world if Service Management with Microsoft’s System Center 2012 R2 Service Manager – otherwise known as SCSM for short. [switch to agenda slide] Today I am joined by our lead Solutions Architect, Brian Pavnick. Brian will be taking us on a journey through Service Manager from an introductory perspective (this is a 100-200 level webinar for those of you just beinging your evaluation or starting your Service Manager journey), Brian will be illuminating and demonstrating the various aspects of Service Manager including Incident, Problem and Service Request Fulfillment. Self-Service and Automation (yes they are intrinsically linked!). Change and Release Management (although we’ll focus entirely on Change Management for this discussion as Release Management tends to be a process that is adopted later in the journey for most customers. Brian will also show us how Cireson’s products can dramatically increase your customer’s experience, and decrease the administrative burden in managing such a vital system. Lastly, I will walk you through one of the most critical decisions you will make in your journey, where to deploy Service Manager and what you will need to keep in mind to make the right decisions! You can as always ask questions along the way and we’ll try to work those into the conversation as appropriate. However, if we don’t get to your question we will, as always, conclude today’s webinar with a question and answer section ensuring every question is answered! Today’s webinar will be recorded and posted to our Vimeo Channel at vimeo.com/teamcireson and our slide deck will be made available on slideshare.com as well. [Switch to slide 3] With that please allow me to pass the controls over to Brian Pavnick. Brian the floor is yours!
- To Brian…. To start off, it is important for everyone to understand that System Center is a comprehensive solution for managing your client and data center infrastructure, applications, and business centric services.
- Script: <click> The Microsoft System Center 2012 is the provides the functionality for all aspects of the Service Management lifecycle Configuration Manager delivers …. Virtual Machine Manages enables…. Operations Manager provides… and Data Protection Manager enables… Orchestrator and SMA provide behind the scenes are the glue providing a underlying layer of component integration and automation of background and user-facing processes. while Service Manager provides deep capabilities to implement enterprise Service Management and since no tool is perfect (including System Center), System Center Alliance partners like Cireson bring advanced capabilities, such as a BYOD-friendly web and self-service experience, as well as enterprise Asset Management capabilities. At the fabric layer, Microsoft Hyper-V and Azure IaaS provide the foundation for highly stable and scalable hosting of the System Center management platform.
- Mention: Asset Management Webinar
- Notes: CMDB is the Microsoft SQL Server database that contains the Service Manager configuration items (CIs) from the IT Enterprise and work items, such as incidents, change requests and the configuration for the product itself. The CMDB also holds other Service Center products & MS products such as Configuration Manager or AD when integrated via the connectors. The CMDB is the foundation of any service management / asset management (SM/AM) strategy, and the quality of the CMDB is a key indicator of future success in implementing SM/AM successfully. Self Service - Give consumers of IT services the ability to identify, access, and request services as needed. Controlled empowerment. Request offerings displayed based on user role. Intuitive, easy-to-navigate portal. Standardization - Standardize the services provided by IT to consumers. Define the services to be offered. Define the request offerings that will be contained within a service offering. Identify who needs to be involved (approvals, notifications, fulfillment). Automation - Automate the service processes and systems necessary to the fulfillment of consumer requests. Automate routing of requests for approval and notification. Automate provisioning of the service request.
- This is a good time to educate about Activity Management.
- At finish of Demo: 1. Topic Review… 2. Are there any Questions pending… (up to two questions)
- Tie into how this is easily achieved when automation is in place.
- At finish of Demo: 1. Topic Review… 2. Are there any Questions pending… (up to two questions)
- This is a good time to educate about Activity Management. Templated: Leveraging standardization for success Connected: Integration is the key to success for any ITSM objective!
- At finish of Demo: 1. Topic Review… 2. Are there any Questions pending… (up to two questions)
- At finish of Demo: 1. Topic Review… 2. Are there any Questions pending… (up to two questions)
- Pass ball back to Chris.
- Why Azure… Great for a lot of different scenarios such as; Patch Testing– There’s been a rash of rereleased patches recently where Microsoft has discontinued updates due to QA issues. Wouldn’t it be nice to be able to deploy and test the patch in a non-production environment before deploying throughout the organization? Use a VM to test patches to minimize business disruption and support headaches. Application Deployment– How long does it take to deploy an application accurately and with company-specific policies (i.e., silently and with explicit features)? Use a Windows Azure VM to create and test the latest application deployment. Instant Lab– I don’t know how many times I’ve heard IT folks complaining that they have no budget for lab equipment, and instead have to simulate a lab environment the best they can. The Windows Azure VM environment gives you instant access to all the lab resources you need. OS Testing– How long did it take your company to decide if the next version of Windows Server provided enough new features to warrant an upgrade? Or, how long does it take to figure out those annoying Linux driver issues? Crazy, I know, but Windows Azure supports Linux VMs, as well as, Windows Server, giving you the ability to determine your OS upgrade path without too much headache. Application Testing– Testing application compatibility has often been a hit-and-miss situation where you only learn of compatibility issues after the new application or new application version is rolled out. Use a Windows Azure VM to test that questionable app before it brings your company’s finance application down for a day.
- Highlight pain points…
- At this point, we’re 100% in Azure.
- At finish of Demo: 1. Topic Review… 2. Are there any Questions pending… (up to two questions)