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BB09. Service Manager Integration with System Center. Nigel Cain, Senior Program Manager Microsoft Corporation. Session Objectives and Takeaways. Session Objectives: Show integration points between Service Manager and other System Center Products Encourage adoption of Service Manager

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service manager integration with system center
BB09

Service Manager Integration with System Center

Nigel Cain, Senior Program Manager

Microsoft Corporation

session objectives and takeaways
Session Objectives and Takeaways
  • Session Objectives:
    • Show integration points between Service Manager and other System Center Products
    • Encourage adoption of Service Manager
  • Key Takeaways:
    • Service Manager works well with Configuration Manager 2007
      • Self-service Software provisioning
      • Desired Configuration Management (DCM)
    • Service Manager works well with Operations Manager 2007
      • Alert  Incident creation & resolution
      • Service definition and mapping
    • Service Manager enables data integration across the enterprise
      • CMDB + Connectors
      • Opalis Integration Server
slide3

Integrated Platform for Orchestrating People, Process, and Technology

  • INTEGRATED
  • EFFICIENT
  • BUSINESS ALIGNED

CMDB

IT Process and Workflow Automation

Service Maps

Self Service Portal

Automated Notifications

Knowledge Base

IT Business Intelligence

Compliance and Risk Management

Asset Lifecycle Management

service manager the power is in the integration
Service Manager: The Power Is in the Integration

Asset

Compliance & Risk

Incident

Problem

Change

Configuration Management DB

Portal

Forms

Workflows

Configuration Items

Knowledge

Work Items

Data Warehouse

service manager value proposition
Service Manager Value Proposition
  • Enable self-service to lower support costs and increase end-user satisfaction
  • Provide choice and flexibility
  • Efficient support anytime, anywhere
  • Realize value of the IT investment
  • Adapt to ever-changing needs of the organization
  • Automate compliance mgmt to reduce business risk

END USER

BUSINESS

IT SERVICE MANAGEMENT GOALS

  • Improve reliability
  • Reduce server downtime and improve time to resolution in the data center
  • Simplify compliance and risk mgmt

DATA CENTER

integrated self service portal
Integrated Self-Service Portal

The average cost of a single call is $25 to $30

Self Service Portals reduce calls by 30%

  • Provision Software
  • Reset Passwords
  • Create/view service requests
  • View announcements
  • Search/view knowledge base
scenario automating end user software request
Scenario: Automating End-user Software Request
  • Manager
  • End User

Create Packages & Programs

End User Requests Software

Manager Approves Request

Advertisement Delivered

Software Deployed

Configure SM Portal

sc integration overview
SC Integration Overview
  • Work Items
  • Incidents
  • Change Requests
  • Config Items
  • Computers
  • Users
  • Services

Knowledge Articles

Models

Worklows

  • Configuration Items are synchronized via connectors unidirectional into the CMDB
  • CM – Computers with inventory, collections, DCM baselines
  • OM – MP inventory, distributed applications
  • AD – Users, groups, printers, computers
  • Work Items are synchronized via workflows
  • CM – unidirectional into the CMDB for DCM baseline violation as Incidents
  • OM – Bidirectional for Incidents generated from Alerts

WI

CI

CMDB

service manager value proposition12
Service Manager Value Proposition
  • Enable self-service to lower support costs and increase end-user satisfaction
  • Provide choice and flexibility
  • Efficient support anytime, anywhere
  • Realize value of the IT investment
  • Adapt to ever-changing needs of the organization
  • Automate compliance mgmt to reduce business risk

END USER

BUSINESS

IT SERVICE MANAGEMENT GOALS

  • Improve reliability
  • Reduce server downtime and improve time to resolution in the data center
  • Simplify compliance and risk mgmt

DATA CENTER

sc integrated incident management
SC Integrated Incident Management
  • Incidents from Alerts address these aspects
scenario automating scom alert incident
Scenario: Automating SCOM Alert  Incident
  • IT Analyst / Operator

SERVICEMONITORED

INCIDENT RESOLVED

ALERT GENERATED

INCIDENT CREATED

INCIDENT DIAGNOSED

INCIDENT CLOSED

CONNECTOR

CONNECTOR

service manager value proposition16
Service Manager Value Proposition
  • Enable self-service to lower support costs and increase end-user satisfaction
  • Provide choice and flexibility
  • Efficient support anytime, anywhere
  • Realize value of the IT investment
  • Adapt to ever-changing needs of the organization
  • Automate compliance mgmt to reduce business risk

END USER

BUSINESS

IT SERVICE MANAGEMENT GOALS

  • Improve reliability
  • Reduce server downtime and improve time to resolution in the data center
  • Simplify compliance and risk mgmt

DATA CENTER

compliance m anagement
Compliance Management
  • Major scenarios
    • Reduce operational cost by managing deviation from standardized configuration
    • Manage regulatory compliance
  • Service Manager works with DCM to help with both
    • Regulatory compliance is focus of additional solution (BI03)
scenario automating compliance with dcm
Scenario: Automating Compliance with DCM
  • IT Analyst / Operator

REMEDIATION ACTION

DCM DRIFT

INCIDENT DIAGNOSED

CLIENT MANAGED

CHANGE REQUESTED

INCIDENT CREATED

data integration using service manager

Data Integration using Service Manager

Charlie Chase

Group Program Manager

Microsoft Corporation

cmdb connectors data integration
CMDB + Connectors = Data Integration
  • Configuration Management Database (CMDB) stores
    • Configuration Items (CI) = computers, software, users
    • Work Items (WI) = incidents, problems, change requests
    • Relationships between CIs and between CIs and WIs
  • CMDB schema is extensible using Management Packs and Authoring Tool
    • Common schema shared with SCOM
    • Authoring tool supports customization of forms, workflows and schema extensions
  • Connectors automatically create CIs in the CMDB from other databases
    • Connectors run on a schedule and data is watermarked to facilitate efficient data synchronization
    • Service Manager ships with Connectors for SCCM, SCOM and Active Directory
  • Data integration with other products is provided by Opalis Integration Server
service manager data integration using opalis
Service Manager Data Integration using Opalis

Service Manager syncs data between its CMDB and other product databases using Opalis to support data integration and interoperability across the Enterprise

summary service manager 2010
Summary – Service Manager 2010

Flexible solutions to automate common IT processes

ITIL / MOF

Workflows

Self-service

Deep integrationwith other System Center products

Configuration Mgr

Operations Mgr

Active Directory

Comprehensive, extensible platform for orchestrating people, processes, and systems

Public SDK

Tools for IT and Dev

Connectors

Incident and Problem

Authoring

Knowledge Base

Workflows

Portal

Change

Data Warehouse

CMDB

service manager is ready for you customers love the integration roi and simplicity
Service Manager is Ready for YouCustomers Love the Integration, ROI and Simplicity!
  • Equiniti

With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,” Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes to fix other problems.” Matt Higham, Technical Strategy Consultant

  • Avanade

“We deployed the program in a matter of weeks with no real learning curve for our staff,” Shulik says. “Out of the box, System Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.” Kristin Shulik, Product Manager for IT Management Services

  • General Mills

“Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager

system center service manager roadmap
System Center Service Manager Roadmap

2012

H1

R2

R2

Beta

H2

2011

SP1

H1

Compliance Solution

Authoring Tool

H2

V1

2010

H1

call to action resources
Call To Action & Resources

Available April 23!

  • Evaluate & Deploy Service Manager 2010 RTM
    • Hosted test drive & labs
    • Download installable RTM Evaluation Version

http://www.microsoft.com/systemcenter/en/us/default.aspx#download-trials

  • Get Trained - Microsoft Official Curriculum Courseware
    • 50217: Planning, Deploying and Managing Service Manager 2010 (4 days) -May
    • 50377: Extending Service Manager 2010 (1 day) – June/July
  • Get Involved in the Community
    • Blog: http://blogs.tecnet.com/servicemanager
    • Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager
    • Twitter: Use #SCSM and #ServiceManagerhashtags
slide27

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.