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System Center Service Manager 2010

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  1. Required Slide SESSION CODE: MGT313 System Center Service Manager 2010 Ketan Ghelani, Marc Umeno Corina Feuerstein, Darko Vukovic Program Managers Microsoft Corporation

  2. Session Objectives and Takeaways • Session Objectives: • Service Manager – Extending the value of System Center Suite • Demo Palooza – Service Manager in action • Key Takeaways: • Service Manager is an integrated platform with rich set of built in solutions • Service Manager as a platform enables partners and customers to extend their knowledge and processes

  3. Integrated Platform for Orchestrating People, Process, and Technology • INTEGRATED • EFFICIENT • BUSINESS ALIGNED CMDB IT Process and Workflow Automation Service Maps Self Service Portal Automated Routing Knowledge Base IT Business Intelligence Compliance and Risk Management Asset Lifecycle Management

  4. Service Manager RTM Facts • From the Customers • 57 customers in production • Over 300 RDP customers • From the Partners • 11 ISVs with solutions • System Integrators ready • Opportunity to deliver value • From Microsoft • www.microsoft.com • XBox Live • MSIT • Solution Accelerators • From the Engineers • 10,000+ Bagels consumed • 250+ DCRs accepted from customers

  5. Customers Love the Integration, ROI, & Simplicity! • 57+ Customers Already in Production • Equiniti • “We’re looking at a definite reduction in the staff hours required to deliver high service levels. It will take half the time it used to for managing the change process, leaving more time to fix other problems.” • Matt Higham, Technical Strategy Consultant • General Mills • “We installed Service Manager and set up the connectors. In less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” • Glenn Cozine, Senior Technical Specialist and Project Manager • Avanade • “(Service Manager) helps us gather better intelligence about our infrastructure, which enables us to better plan for hardware replacements, software upgrades, and other modifications to our infrastructure.” • Kristin Shulik, Product Manager for IT Management Services

  6. ISV Partners Delivering Solutions with Service Manager Provance “As an ISV, the flexibility and extensibility of the platform allows us to deliver the same powerful capabilities we provide in our stand-alone Provance IT Asset Management software from right within System Center Service Manager. Customers get the best of both worlds – our longtime Provance expertise in IT Asset Management delivered with Microsoft System Center technology.” Gord Watts, Vice President, Marketing

  7. SI Partners Ready to Support Service Manager • CDW • “As a Solution Integrator, we are always looking for the next big thing―I am excited to tell you that Service Manager is it! By the time Service Manager launches, we will have deployed it to over 15 customers. Working with our early adopter customers―and being an early adopter ourselves―we have the confidence in the solution, the knowledge, and the experience to help our customers get the most out of Service Manager and the entire System Center suite.” • Doug Miller, Practice Architect

  8. 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

  9. Starting the Tour • Integrated CMDB Common System Center Model Easy to configure and populate • Incident Management & Problem Management • Reporting and Dashboards • Self Service Software Request • Forefront Identity Manager Integration

  10. Example: Configuration Data supports Service Desk CI Data AD User Windows Computer ConfigMgr Connector Service Manager Configuration Manager AD Connector Active Directory Domain Controller Computer Data HW and SW Inventory DCM, SW Updates Incident about End User’s Computer Helpdesk Analyst User Data Contact Info Organization End User’s Computer End User

  11. Importing Data from Active Directory and Configuration Manager Marc Umeno demo

  12. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Quickly restore service through routing and knowledge • Easily adapt your process and workflows • Reporting and Dashboards • Self Service Software Request • Forefront Identity Manager Integration

  13. Document the process Incident Management Process • Visualize the process • Map the process Tier 1 Resolved Record Yes Closure No Classify / Route Escalate Record Yes Record No Continue Troubleshooting ! Tier 2 Data Center Alerts SOURCES RECORD CLASSIFICATION ROUTING QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE HR Apps

  14. Document the process Demo Scenario • Visualize the process • Map the process • Implement the process SM Workflow Troubleshoots using Knowledge and Service Maps Service Manager OM Incidents • Resolves • Problem Portal Workflow Creates Incident Creates Request Emails Tier 2 -Darko HR Web Support Resolves Incidents Notifies Users Marc Email Workflow Creates Incident Using Portal Relates Incidents And Creates a Problem Record Assigns to Darko Mail Server ! OM Connector Creates Incident Triggers Alert HR Web Incidents Posts Announcement HR Apps – Ketan OM Server HRWeb Errors SOURCES RECORD CLASSIFICATION ROUTING QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE Corina

  15. Incident & Problem ManagementConfiguring, Routing, ClassificationWorkflows Ketan Ghelani Marc Umeno Darko Vukovic Corina Feuerstein demo

  16. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Reporting and Dashboards Data Warehouse Platform for IT Business Intelligence Create and Adapt Reports to Support Continuous Improvement • Self Service Software Request • Forefront Identity Manager Integration

  17. Data Warehouse Drives Continuous Improvement Manage & Analyze within the Console • 20+ reports in the box • Built on top of Microsoft BI stack • Extensible platform IT Manager Analyst Insert/ Update View Reports SCSM Data Warehouse ETL

  18. Incident Reports and Dashboard Ketan Ghelani demo

  19. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Reporting and Dashboards • Self Service Software Request Enable end user software request End to end automation with approvals • Forefront Identity Manager Integration

  20. 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

  21. Self Service Software Request Darko Vukovic Corina Feuerstein demo

  22. The Tour Continues • Integrated CMDB • Incident Management & Problem Management • Reporting and Dashboards • Self Service Software Request • Forefront Identity Manager Integration

  23. Forefront Identity Manager Integration Marc Umeno Senior Program Manager Lead

  24. Forefront Identity Manager and Service Manager are Complementary • Service Manager: central hub for requests, orchestrating work between people/process/systems, and tracking history for compliance & auditing • Forefront Identity Manager: automation of identity management processes including identity synchronization, certificate and password management, and user provisioning • Both products enable different aspects of self-service, which dramatically reduces the cost of supporting users Identity Manager Password Reset Service Manager User Provisioning Incident & Change Management Group Membership IT Process Automation AD Data Management CMDB Data Warehouse / Reporting

  25. FIM and Service Manager can be Integrated • Whitepaper being developed by MCS, will publish in Q3 2010 • Scenarios: User provisioning, password reset, AD group membership End User Desktop FIM Client Contractor Provisioning Approvals Service Manager Self-ServicePasswordReset FIM 2010 Automated Change Request SM Console UI Portal Web Service WF Management Packfor FIM Automation FIM Service HR Database FIM Sync Service Assisted Password Reset CMDB DW FIM CM ActiveDirectory AD Group Membership

  26. Demo: Integrated Password Reset AD AD Data Sync Reset Password FIM User User Desktop Reset Log Desktop Password Reset Perform Assisted Password Reset AD Data Import Change Request Offline Reporting DW SM User Help Desk Call

  27. Forefront Identity Manager Integration Marc Umeno demo

  28. The Tour Completed • Integrated CMDB • Incident Management & Problem Management • Reporting and Dashboards • Self Service Software Request • Forefront Identity Manager Integration

  29. 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

  30. System Center Service Manager Roadmap 2012 H1 R2 H2 R2 Beta 2011 SP1 H1 Compliance Solution Authoring Tool H2 V1 2010 H1

  31. 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 Involved in the Community • Blog: http://blogs.tecnet.com/servicemanager • Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager • Twitter: Use #SCSM and #ServiceManagerhashtags

  32. Required Slide Speakers, please list the Breakout Sessions, Interactive Sessions, Labs and Demo Stations that are related to your session. Related Content • MGT201 - Automating and Simplifying Compliance and Risk with System Center • MGT313 - Microsoft System Center Service Manager 2010: Drilldown • MGT06-INT - Automating and Simplifying Compliance and Risk with Microsoft System Center and Service Manager 2010 • MGT05-INT - Ask the Experts: Implementing Your Scenarios in Microsoft System Center Service Manager 2010 • MGT07-INT - Extending and Customizing Microsoft System Center Service Manager

  33. Management Track Resources • Don’t forget to visit the Management TLC area (Red Section) to see product demos and speak with experts about the System Center solutions • You can also find the latest information about the System Center products at the following links • System Center Site – http://www.microsoft.com/systemcenter/ • System Center Community –http://www.microsoft.com/systemcenter/en/us/community.aspx • TechNet Home Page – http://technet.microsoft.com/en-us/systemcenter/ • TechNet Community – http://technet.microsoft.com/en-us/systemcenter/cc511266.aspx

  34. Required Slide Resources Learning • Sessions On-Demand & Community • Microsoft Certification & Training Resources www.microsoft.com/teched www.microsoft.com/learning • Resources for IT Professionals • Resources for Developers • http://microsoft.com/technet • http://microsoft.com/msdn

  35. Required Slide Complete an evaluation on CommNet and enter to win!

  36. Sign up for Tech·Ed 2011 and save $500 starting June 8 – June 31st http://northamerica.msteched.com/registration You can also register at the North America 2011 kiosk located at registrationJoin us in Atlanta next year

  37. © 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.

  38. Required Slide