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

1. System Center Service Manager: A Deep Dive Into Automating ITIL and MOF Sean Christensen, Senior Technical Product Manager System Center Service Manager

2. 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

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

4. 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

5. Supported Processes

6. Configuration Management

7. Configuration Management Process Monitor & Verify CMDB Control & Maintain CMDB Status Reporting & Verification Verify & Audit Evaluate & Improve Process Identification of Configuration Items

8. Configuration Management Process Monitor & Verify CMDB Control & Maintain CMDB Status Reporting & Verification Verify & Audit Evaluate & Improve Process Identification of Configuration Items

9. Configuration Management Process Monitor & Verify CMDB Control & Maintain CMDB Status Reporting & Verification Verify & Audit Evaluate & Improve Process Identification of Configuration Items

10. Configuration Management Process Monitor & Verify CMDB Control & Maintain CMDB Status Reporting & Verification Verify & Audit Evaluate & Improve Process Identification of Configuration Items

11. Configuration Management Connectors Demo. . .

12. Incident Management

13. Incident Management Process Sample Incident Identification Incident Categorization Incident Diagnosis Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Logging Incident Prioritization

14. Incident Management Process Sample Incident Identification Incident Categorization Incident Diagnosis Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Logging Incident Prioritization

15. Incident Management Process Sample Incident Identification Incident Categorization Incident Diagnosis Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Logging Incident Prioritization

16. Incident Management Process Sample Incident Identification Incident Categorization Incident Diagnosis Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Logging Incident Prioritization

17. Incident Management Process Sample Incident Identification Incident Categorization Incident Diagnosis Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Logging Incident Prioritization

18. Incident Management Email logging Operations Manager Web Portal Analyst Console Demo . . .

19. Automated resolution example SIM 335 @ 12:15 later today

20. Problem Management

21. Problem Management • Problem Management Process Example • Creating Problem record • Analyst console • Opalis workflow Proactive Problem Creation

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. Problem Management Incident to Problem Automated Problem Creation Demo . . .

29. Problems can be created automatically too!

30. Change Management

31. 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

32. 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

33. 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

34. 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

35. 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

36. 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

37. Change Management Change Templates Demo . . .

38. 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

39. 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

40. 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

41. 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

42. Questions? Questions?

43. 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

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

45. © 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.