System Center Service Manager 2010 provides a flexible platform to automate common IT processes. It integrates with other System Center products like Configuration Manager, Operations Manager, and Active Directory. Service Manager allows organizations to manage incidents, changes, problems, assets, and compliance through features like workflows, self-service portals, a knowledge base, and a configuration management database. It aims to help IT groups deliver efficient support, simplify management, and improve reliability through an integrated platform for orchestrating people, processes, and technology.

1. System Center Service Manager 2010 ile YapılabileceklerMustafa KARABilgeAdam BTASistem ve NetworkBölüm Bşk.Yrd.mustafa.kara@bilgeadam.com

2. AUTOMATE OPTIMIZE SIMPLIFYPEOPLEPROCESSTECHNOLOGY

3. Integrated Platform for Orchestrating People, Process, and Technology INTEGRATEDEFFICIENTBUSINESS ALIGNEDCMDBIT Process and workflow AutomationService MapsSelf Service Portal Automated Notifications Knowledge BaseAsset Management Compliance and Risk Management Informed Decision Making INTEGRATED | EFFICIENT | BUSINESS ALIGNED

4. Service Manager : The Power is in the IntegrationIT BUSINESS INTELLIGENCEIT ANALYSTASSET MANAGEMENTPROVANCESELF SERVICE COMPLIANCE AND RISK Incident and ProblemAuthoringKnowledge BaseSERVICE MANAGERWorkflowsPortalChangeData WarehouseCMDB

5. We Use Service Manager To …

6. Integrated System Center CMDBSystem Center common schemaCommon schema across System CenterObject model is based on Operations ManagerIT assets are represented as configuration items (CIs)Incidents, change requests, and problems are represented as work items (WIs)Configuration Management Database (CMDB) featuresCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mappingINTEGRATED | EFFICIENT | BUSINESS ALIGNED

7. Incident Management Restore service quickly75 to 80% of all incidents are caused by poor change management Efficient resolution with knowledge base and history Ensure accurate and efficient recording with pre-defined templatesAutomatic incident creation between Config and Ops Manager

8. Change Management Minimize errors and reduce risk33% of customers plan to automate change over the next three yearsEmbed standard processesEfficiently create change requestsFill in information quickly using templates

9. Knowledge ManagementReducing time to resolutionKnowledge articles:Customer, Partner, and Analyst authored content

10. Capture existing knowledge published on the Web

11. Links to external and local content

12. RatingsSearchable:Full text

13. Keywords

14. Related incidents, change requests, knowledge articlesData Warehouse: Business Intelligence for ITIntegrated across System CenterDemonstrate performanceIdentify opportunities for service improvementsData Warehouse repository databaseDatabase PerformanceModel data and prune to the right subsetsBuilt on SQL Reporting servicesModel-driven INTEGRATED | EFFICIENT | BUSINESS ALIGNED

15. Service Manager Driving Service Management OutcomesRealize value of the IT investmentEnsure IT governance, risk, and compliance Adapt to ever-changing needs of the organizationBUSINESSProvide choice and flexibility Deliver efficient support, anywhere, anytimeIncrease responsiveness and satisfactionIT SERVICE MANAGEMENT GOALSEND USERReduce downtime, lower time to resolutionImprove reliability Simplify the management of compliance and riskDATA CENTER INTEGRATED | EFFICIENT | BUSINESS ALIGNED

16. Demo – Datacenter IntegrationEliminating costly downtime through auto detectionSERVICE MONITOREDALERT GENERATEDINCIDENT CREATEDINCIDENT RESOLVEDINCIDENT DIAGNOSEDINCIDENT CLOSEDCONNECTORCONNECTORINTEGRATED | EFFICIENT | BUSINESS ALIGNED

17. Demo - Empowering the End User The average cost of a single call is $25 to $30 Self Service Portals reduce calls by 30%Provision SoftwareReset PasswordsCreate/view service requestsView announcementsSearch/view knowledge baseINTEGRATED | EFFICIENT | BUSINESS ALIGNED

18. Demo - Automating ComplianceDCM IntegrationCLIENT MANAGEDINCIDENT CREATEDCHANGE REQUESTEDINCIDENT DIAGNOSEDREMEDIATION ACTIONDCM DRIFTINTEGRATED | EFFICIENT | BUSINESS ALIGNED

19. Compliance and Risk Process Management Pack for Service Manager Regulations and StandardsCONTROL OBJECTIVESExchangeWS2008Windows 7CONTROL ACTIVITESReportsReportsReports