1. Service Manager – The New Helpdesk & CMDB Solution Amit Gatenyo Infrastructure & Security Manager, Dario Microsoft Regional Director – Windows Server & Security 054-2492499 Amit.g@dario.co.il

3. Ensure IT governance, risk, and compliance

5. Deliver efficient support, anywhere, anytime

7. Improve reliability

8. Make it easier to manage compliance and riskService Centric Data Center

9. Integrated Platform for Orchestrating People, Process, and Technology Business Aligned Integrated Efficient CMDB Core IT Process Automation Knowledge Base Self Service Portal Automated Notifications Integrated Service Maps Asset Management Compliance and Risk Management Informed Decision Making Integrated | Efficient | Business Aligned

10. Service Manager - The Power is in the Integration Compliance and Risk Service Level Management IT Business Intelligence Asset Management Self Service Portal Incident and Problem Change and Release Authoring Knowledge Base SERVICE MANAGER PLATFORM Workflow Portal Data Warehouse CMDB CONNECTORS External Systems Active Directory Domain Controller Operations Manager 2007 Server Configuration Manager 2007 Server

11. Integrated System Center CMDB System Center common schema Object Model Based on Operations Manager IT assets and services are Configuration Items (CIs) Incidents, change requests, and problems are Work Items (WIs) Configuration Management Database (CMDB) features: Connectors sync data with external systems Create, update, and view CIs Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users Automatically track CI change history Service definition and mapping Relationships Integrated | Efficient | Business Aligned

12. Incident ManagementKeep users and data center services up and running, and restore service quickly Process workflows Escalations Notifications Customizable templates Knowledge & History Automatic incident creation Desired Configuration Monitor (DCM) errors Operations Manager alerts Inbound Email Portal Over 75% of all incidents are caused by poor Change Management

13. Change ManagementMinimize errors and reduce risk Typical Change Models Standard, Major, Emergency… Review and Manual activities Customizable Templates Workflows and Notifications Analyst Portal Approvals via Web Relate Change Requests to Incidents, Problems and Config Items

14. Problem ManagementEnables organizations to identify and track problems Problem creation from similar incidents Link Incidents and Change requests to problem Auto resolution of Incidents linked to the Problem

15. Knowledge ManagementReducing time to resolution Knowledge articles Customer, Partner, and Analyst authored content Local content and links to external content End User and Analyst Sections Ratings Knowledge Search Full text, keywords, categories Related incidents, change requests, problems Console and Web interfaces

16. Empowering the End UserUser self-service portal Self Service Portal reduces help desk calls by 30% Provision Software Reset Passwords Create/view service requests View announcements Search/view knowledge base

17. Efficient and Responsive End-User Support Service Manager Workflow Service Manager Console Routes Classifies Configures Administrator Help Desk sees incident in his Queue Submits Incident End User – Ronnie Help Desk – Amir

19. Improve reliability

20. Make it easier to manage compliance and riskService Centric Data Center

21. Operations Manager Integration Alert  Incidents Create incident from Alert Sync and resolve OM alerts View Alert details from SM CMDB Creation of CIs from OM discovered objects OM Health Explorer for CI Services Sync Distributed Applications as Services

22. Enabled Scenarios View global announcements Search and view knowledge articles Create service requests (IR & CR) View request status Password Reset (using ILM v2) Software provisioning (using ConfigMgr ‘07) With or without approvals With our *new* Software Catalog

33. תודה על ההקשבה! Amit Gatenyo Infrastructure & Security Manager, Dario Microsoft Regional Director – Windows Server & Security 054-2492499 Amit.g@dario.co.il