This document provides an overview of Service Manager, a software solution for IT service management from Microsoft. It summarizes the key focus areas of Service Manager including configuration management, incident management, change management, problem management, and knowledge management. The presenter then demonstrates some of the core capabilities of Service Manager like the configuration management database, incident and change management workflows, and how it integrates with other systems like SCOM and SCCM. The presentation aims to explain how Service Manager supports ITIL processes and can help organizations improve IT service delivery.

1. Service Manager
January 2011

2. Quick Facts
About Us Approach Partnerships
• 20th Year • Vendor Agnostic • Microsoft Gold
• Central Region Client
• Grand Rapids & • Non-reseller Experience Award Winner
Royal Oak • Professional • VMware Enterprise
• 25 Staff Services Only • Cisco Premier
• Novell Platinum
• Citrix Silver

3. Expertise
Project Management Infrastructure
Collaboration Access & Identity Management

4. CDH Talks Tech

5. Your Presenter
Jason Sharp
Infrastructure Service Area Lead
MCITP:EA, MCTS
JasonS@cdh.com

6. Agenda
• Service Manager Overview
• Configuration Management Database
• Four Key Focus Areas
– Demos
• Advanced SCSM

7. Overview
• ITIL Aligned Service Management Solution
– Focused on Four Key Areas
• Incident Management
• Change Management
• Problem Management
• Knowledge Management
• ITSM Focus
• MOF Focus

8. ITIL Service Lifecycle

9. Microsoft Operations Framework
(MOF)

10. Overview
• Key Focus
– The RACI Model
• Responsible
• Accountable
• Consulted
• Informed
• Increase Contextual Understanding of
Services

11. Why?

12. The Foundation:CMDB
• Configuration Management Database
– Repository for data (Configuration items)
• Users, Devices, Services
• Both High Level and Granular
• Automatic or Manually Created
• By using the CMDB, you develop
relationships between objects.
• By understanding these relationships you
gain context for incidents, problems,
changes, and knowledge.

13. CMDB Demo
• Configuration Items
• Business Services
• Assets
• Objects
• Connectors

14. Incident Management
• An 'Incident' is any event that is not part of the
standard operation of the service, and
causes, or may cause, an interruption or a
reduction in the quality of the service.
• The objective of Incident Management is to
restore normal operations as quickly as
possible with the least possible impact on
either the business or the user, at a cost-
effective price.
• Put Simply – “Fire Fighting”

15. Incident Management Demo
• Console
• SCOM Integration
• Email Integration
• End User Portal
• Reporting

16. Change Management
• The 7 R’s of Change Management
– Who RAISED the change?
– What is the REASON for the change?
– What is the RETURN on the change?
– What are the RISKS associated?
– What are the RESOURCES required?
– Who is RESPONSIBLE for build, test,
implementation?
– What is the RELATIONSHIP of this and other
changes?

17. Change Management Demo
• Basic Change Management
• Advanced Templates
• Actions / Tasks
• Change Workflows & Approvals
• Reporting
• Link between Incident & Change
Management

18. Problem Management
• Incident Management is concerned with
restoring service as quickly as possible.
Problem Management is concerned with
determining and eliminating root cause (and
hence eliminating repeat problems).
• So from an Incident Management perspective
the best decision is to, for example, reboot a
server to restore the service. This is not ideal
for Problem Management as the reboot may
destroy any diagnostics and prevent
identifying root cause.

19. Problem Management Demo
• Multiple Incident Support
• Group Notification & Tracking
• Change Management Links
• Reporting

20. Knowledge Management
• Internal and External Knowledge
Repository
• History
• Linked to CIs, Incidents, Changes,
Problems
• Searchable

21. Knowledge Demo
• Console
• Portal
• Creation
• Tracking

22. Service Mapping
• Groups Multiple CIs into “Real World”
Service Maps
• Gives IT Visibility into impact, priorities

23. Advanced SCSM Demo
• Customization
– Lists
– Workflows
– Notification
– SLAs, Prioritization
– Custom Forms
– Advanced Monitoring with SCOM
– DCM with SCCM

24. Thank You
Royal Oak Grand Rapids
306 S. Washington Ave. 15 Ionia SW
Suite 212 Suite 270
Royal Oak, MI 48067 Grand Rapids, MI 49503
p: (248) 546-1800 p: (616) 776-1600
www.cdh.com
(c) C/D/H 2007. All rights reserved