This document provides an overview of System Center Service Manager and how the company Cireson delivers complete IT service management with additional products and capabilities. It discusses Service Manager features for incident, problem, change, and asset management. Cireson addresses gaps in Service Manager with products like a self-service portal, integration with Service Management Automation (SMA) for automation, and an analyst browser interface. The presentation demonstrates automated request fulfillment using SMA and the Cireson roadmap.

1. Travis Wright & Paul Sutton
Complete IT Service Management

2. Agenda
• Introduction to System Center - Service
Manager
• How Service Manager + Cireson delivers
complete IT service management

3. SCSM Overview
Connectors
IT Service Management Solutions
Incident & Problem Management
Service Request Fulfillment
Change & Release Management
Configuration Management
CMDB
Platform
DW
Workflow
System Center –
System Center –
System Center –
System Center –
Active Directory
Exchange
Configuration Manager
Operations Manager
Orchestrator
Virtual Machine Manager
Knowledge Management
Self-service Reporting
Self-service Portal
Service Catalog
.NET API Notifications
Console & Forms
Security

4. Value of Service Manager
CMDB
• Store everything
you care about
in one “master”
location
• Provide data to
other systems
and automation
• Integrate data
via connectors
from other
systems
Work Item
Management
• Track who is
doing what, how
long its taking to
do it, etc.
• Audit trail of
changes,
releases,
approvals, work
done, etc.
Self-service Portal
Reporting
• Provide realtime view into
what is going on
to customers
• Anytime
availability to
request things
from IT
• Capture data for
requests in a
structured way
• Access to
knowledge base
• Browser-based
approvals and
activity updates
• Ad hoc access to
data
• Long term
storage of
important data
• SQL Reporting
Services
• Cubes
• Extensible data
model
IT Process
Automation
Platform
• Notifications
• Workflows
• Orchestrator
integration
• Exchange
integration
• SCOM/SCCM
integration
• AD integration
• PowerShell
modules

5. SERVICE MANAGER OVERVIEW
DEMO

6. Value: It’s a Platform for Partners!
• Service Manager Gaps
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•
•
•
•
Self-service portal has many issues
No analyst browser interface
No asset lifecycle management
No connector to Service Management Automation (SMA)
No integration with Outlook
• Feature gaps

7. Feature Gaps
No way to send email
ad hoc from the console
No assign to analyst by group
No risk calculator
No integrated
survey capability
No way to notify end user or
No “intake” form
analyst when action log is updated
Preview pane
Minimal reports
No unified view of
not useful
out of the box
all my work items
Time tracking is
No “toast” notifications
No way to auto
limited to incidents
close work items
No calendar view of
Authoring views
changes and releases
is limited
No GUI for importing data
Knowledge is in RTF format

8. Team Cireson’s Mission:
Complete IT Service Management
with SCSM

9. Cireson SMA Connector

10. Service Management Automation (SMA)
•
•
•
•
•
SMA is a component in the Orchestrator setup
Browser-based runbook authoring integrated into the
WAP Admin Portal
Supports requirements for scale and high availability
Import PS modules and create additional modules and
runbooks for existing resources or to connect into 3rd
party systems (ticketing system, billing system, etc.)
Check out the Building Clouds Blog for an Introduction
to SMA http://aka.ms/IntroToSMA

11. SMA Advantages Over Orchestrator
•
•
•
•
•
•
•
•
•
•
64-bit support
Native PowerShell execution and PowerShell 3+ support
Checkpoint/restart inside runbooks
Runbook servers architecture is more scalable
Ability to export selected variables, using the SMART tool
Save drafts
Versioned runbooks
Schedule runbooks
Parallel processing
Text authoring vs. visual designer

12. SMA Architecture
SCSM Console
SCSM
Workflows
Cireson SMA Connector
Windows Azure Pack Admin Portal
SMA PowerShell Module/Cmdlets
Service Management Automation Web Service API
SMA
Service Management Automation Runtime
PowerShell
Windows Workflow Foundation

13. SCSM–SMA Integration
Key Scenarios
Include a SMA runbook activity in a work item
process
Example: New AD User service request/request
offering
Subscription workflows trigger SMA runbooks
Example: Automated incident troubleshooting

14. Cireson Self-Service Portal

15. Self-Service Portal Features
• Service Catalog
• Make service requests
• Report incidents
•
•
•
•
View/update requests
Search knowledge base
Approve/reject requests
Update activities assigned to you

16. Out of Box Portal vs. Cireson Portal
Out of Box Portal
•
•
•
•
•
•
•
•
•
Built on SharePoint
Requires Silverlight
Limited style customization
Lots of clicks and scrolling
Service catalog, my requests,
knowledge base
Poor performance/scale
Doesn’t work on x-plat/mobile
Internet-facing not supported
Windows-integrated auth only
Cireson Portal
•
•
•
•
•
•
•
•
•
No SharePoint required
HTML 5, No Silverlight
Complete style customization
Minimal clicks and scrolling
Service catalog, my requests,
knowledge base + analyst portal
Excellent performance/scale
Works on x-plat/mobile
Internet-facing supported
Windows-integrated/forms auth

17. DEMO: AUTOMATED SELFSERVICE REQUEST FULFILLMENT

18. Paul’s slides here…

19. Cireson Roadmap
• Q1
• Q2
• Updates to 9 products
• Major updates to Asset
Management and Outlook
console
• 3 free new products
• Action Log Notify
• Time Tracker
• Advanced Send Email
• Self-Service Portal
• SMA Connector
• Analyst Portal
• Updates to products
• Major update to selfservice portal and analyst
portal
• Add asset management to
portal
• Bar code scanning app
• HTML knowledge base
• Beyond…
• Lots more things to come!

20. Questions & Discussion
Travis Wright
Director, Product Management
Cireson
Paul Sutton
Director, Sales
Cireson
travis.wright@cireson.com
@radtravis
paul.sutton@cireson.com

21. Please evaluate the session
before you leave


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