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System Center Service Manager: A Deep Dive Into Automating ITIL and MOF. Sean Christensen, Senior Technical Product Manager System Center Service Manager. Sean Christensen. Contact Details Email: sean.christensen@microsoft.com Blog: http://blogs.technet.com/b/systemcenter

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system center service manager a deep dive into automating itil and mof

System Center Service Manager: A Deep Dive Into Automating ITIL and MOF

Sean Christensen, Senior Technical Product Manager

System Center Service Manager

sean christensen
Sean Christensen

Contact Details

Email: sean.christensen@microsoft.com

Blog: http://blogs.technet.com/b/systemcenter

LinkedIn: http://www.linkedin.com/in/chr1st3ns3n

Twitter: @SeanC_MSFT

agenda
Agenda
  • Service Manager Overview
  • Processes supported by toolset
  • Demos
    • Incident Management
    • Problem Management
    • Change Management
    • IT Asset Management Demos
    • Configuration Management Demos
  • Questions
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

configuration management process
Configuration Management Process

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & Audit

Evaluate & Improve Process

Identification of Configuration Items

configuration management process1
Configuration Management Process

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & Audit

Evaluate & Improve Process

Identification of Configuration Items

configuration management process2
Configuration Management Process

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & Audit

Evaluate & Improve Process

Identification of Configuration Items

configuration management process3
Configuration Management Process

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & Audit

Evaluate & Improve Process

Identification of Configuration Items

configuration management1

Configuration Management

Connectors

Demo. . .

incident management process sample
Incident Management Process Sample

Incident Identification

Incident Categorization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

Incident Logging

Incident Prioritization

incident management process sample1
Incident Management Process Sample

Incident Identification

Incident Categorization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

Incident Logging

Incident Prioritization

incident management process sample2
Incident Management Process Sample

Incident Identification

Incident Categorization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

Incident Logging

Incident Prioritization

incident management process sample3
Incident Management Process Sample

Incident Identification

Incident Categorization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

Incident Logging

Incident Prioritization

incident management process sample4
Incident Management Process Sample

Incident Identification

Incident Categorization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

Incident Logging

Incident Prioritization

incident management1

Incident Management

Email logging

Operations Manager

Web Portal

Analyst Console

Demo . . .

automated resolution example
Automated resolution example

SIM 335 @ 12:15 later today

problem management1
Problem Management
  • Problem Management Process Example
  • Creating Problem record
    • Analyst console
    • Opalis workflow Proactive Problem Creation
problem management sample process
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management sample process1
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management sample process2
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management sample process3
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management sample process4
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management sample process5
Problem Management Sample Process

Problem Categorization

Problem Detection

Resolution

Create KnownErrorRecord

Problem Logging

Problem Prioritization

Investigation & Diagnosis

Closure

Change Needed?

Workaround

Change Management Process

Known

Error

Database

problem management2

Problem Management

Incident to Problem

Automated Problem Creation

Demo . . .

change management1
Change Management
  • Example of Change Management process
    • change template capabilities
  • Demo: Create change template for onboarding a new employee
    • Demo: Extend SM to add employee to AD as an automated activity
  • Demo: include notification to Contoso admin when setup is complete
change management sample process
Change Management Sample Process

Update change & configuration information in CMS

Create RFC

Review RFC

Plan Update

Investigation & Diagnosis

Co-ordinate Change Implementation

Review & Close Change Record

Log RFC

Assess & Evaluate Change

Post Implementation Report

change management sample process1
Change Management Sample Process

Update change & configuration information in CMS

Create RFC

Review RFC

Plan Update

Investigation & Diagnosis

Co-ordinate Change Implementation

Review & Close Change Record

Log RFC

Assess & Evaluate Change

Post Implementation Report

change management sample process2
Change Management Sample Process

Update change & configuration information in CMS

Create RFC

Review RFC

Plan Update

Investigation & Diagnosis

Co-ordinate Change Implementation

Review & Close Change Record

Log RFC

Assess & Evaluate Change

Post Implementation Report

change management sample process3
Change Management Sample Process

Update change & configuration information in CMS

Create RFC

Review RFC

Plan Update

Investigation & Diagnosis

Co-ordinate Change Implementation

Review & Close Change Record

Log RFC

Assess & Evaluate Change

Post Implementation Report

change management sample process4
Change Management Sample Process

Update change & configuration information in CMS

Create RFC

Review RFC

Plan Update

Investigation & Diagnosis

Co-ordinate Change Implementation

Review & Close Change Record

Log RFC

Assess & Evaluate Change

Post Implementation Report

change management2

Change Management

Change Templates

Demo . . .

wrap up
Wrap Up
  • Service Manager and System Center automate ITIL & MOF processes within familiar and flexible tools
  • Service Manager provides control to your organization with the flexibility to adapt to specific organizational requirements.
  • Service Manager runs at scale
community evaluation program
Community Evaluation Program
  • Guided evaluation of Management & Security Products
    • Access to evaluation bits and VHDs
    • Access to product group at Virtual Chalk Talks
  • Community of Participants
    • Share feedback on product and documentation
    • Share best practices and experiences
  • Learn more about programs at
    • https://connect.microsoft.com/site1211
    • Or email mscep@microsoft.com with your interest
system center roadmap

Available Now

Coming Soon

System Center Roadmap
  • 1H CY10
  • 2H CY10
  • 1H CY11
  • 2H CY11

RTM

Beta

Beta

2007 R3

RTM

Beta2

Beta2

6.3

Beta

RTM

Beta

Acquired

Beta

RTM

Beta

2010

IT GRC

Beta & RTM

Beta & RTM

2010

Beta & RTM

Beta

RC

RC

RTW

System Center

Codename “Concero”

Beta & RTM

GA

GA

related content

Required Slide

Speakers, please list the Breakout Sessions, Interactive Discussions, Labs, Demo Stations and Certification Exam that relate to your session. Also indicate when they can find you staffing in the TLC.

Related Content
  • Breakout Sessions
    • SIM 208 - Management in the Datacenter
    • SIM 209 - Microsoft System Center Service Manager - A Deep Dive on How to Automate ITIL or MOF
    • SIM 210 - Sneak Peak at Microsoft System Center Service Manager 2012
    • SIM 335 - Automation - Service Manager & Orchestrator - Better Together
    • SIM 340 - Extending Microsoft System Center Service Manager - Modeling your Business Process
    • SIM 362 - Monitoring IT as a Service with Microsoft System Center
    • SIM??? - Taking the Next Step in IT GRC
  • Interactive Sessions
    • SIM 372INT - How to Deploy and Configure Microsoft System Center Service Manager
    • SIM 373INT - Stump The Microsoft System Center Service Manager team
    • SIM383INT - Managing the Datacenter: Ask a Panel of Experts
  • Hands-on Labs
    • SIM371-HOL Building a Microsoft System Center Service Manager Test Lab - Hall B1
    • SIM372-HOL Incident and Change Management in Microsoft System Center Service Manager 2010 - Hall B1
    • SIM373-HOL Microsoft System Center Service Manager 2010 Data Warehouse and Reporting - Hall B1
    • SIM374-HOL IT Governance, Risk and Compliance Configuration in Microsoft System Center Service Manager 2010 - Hall B1
  • Product Demo Stations TLC – SIM – station 21
  • Find Me Later At…TLC station 21 or @SeanC_MSFT
questions

Questions?

Questions?

resources
Resources
  • Connect. Share. Discuss.

www.northamerica.msteched.com

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

slide44

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slide45

© 2011 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.