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System Center Service Manager 2012 t echnical overview. Walter Pitrof Technology Solution Professional Microsoft Switzerland Agenda. Your Expectation The Power is in the Integration Integrated System Center CMDB Self-Service Portal

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    1. System Center Service Manager 2012 technicaloverview • Walter PitrofTechnology Solution Professional • Microsoft

    2. Agenda • Your Expectation • The Power is in the Integration • Integrated System Center CMDB • Self-Service Portal • Incident and Problem Management • Change Management • Knowledge Management • Demo • Q & A

    3. Service Manager 2012The Power is in the Integration

    4. Service Manager 2012The Power is in the Integration Compliance and Risk Service Level Management IT Business Intelligence (OLAP) Asset Management(Provance) Self Service Incident and Problem Service Request Change and Release Authoring Knowledge Base SERVICE MANAGER PLATFORM Workflows Portal Data Warehouse CMDB SCCM 2007 SCCM 2012 SCOM 2007 SCOM 2012 OrchestratorSCVMM 2012 Active Directory CONNECTORS Exchange 2007Exchange 2010 CSV

    5. Service Manager Enables Standardization • Business Process Defined in Templates • CMDB Data Standardization • Common Model • Reconciliation of Data • Service Catalog

    6. Replace System Center Reporting Manager (SCRM)* Pull data from SM, OM & CM for a comprehensive view of IT Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR) Enable self service report & dashboard authoring with OLAP cubes OLAP cubes powered by the System Center management pack model Report authoring with Office integration for knowledge workers System Center Data Warehouse Data Warehouse OLAP OLAP = Online Analytical Processing

    7. Integrated System Center CMDB

    8. Integrated System Center CMDB • System Center common schema • Object Model Based on Operations Manager • IT assets and services are Configuration Items (CIs) • Incidents, change requests, and problems are Work Items (WIs) • Configuration Management Database (CMDB) features: • Connectors sync data with external systems • Create, update, and view CIs • Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users • Automatically track CI change history • Service definition and mapping Relationships Integrated | Efficient | Business Aligned

    9. Connectors, Configuration Items demo

    10. Self-Service

    11. Service Manager Enables Self-Service Reports & Dashboards E-Mail & Other Clients Portal Excel

    12. Presentation: IT Service Offerings • Completely new portal • Silverlight web parts hosted in SharePoint Foundation 2010 or higher • Customize out-of-box web parts using SharePoint admin tools • Extensible via SharePoint extensibility for hosting web parts • Portal features • Service Catalog Scoped to User Roles • Customizable, Dynamic Forms

    13. Self-Service demo

    14. Incident and Problem Management

    15. Incident ManagementKeep users and data center services up and running, and restore service quickly • Process workflows • Escalations • Notifications • Customizable templates • Knowledge & History • Automatic incident creation • Desired Configuration Monitor (DCM) errors • Operations Manager alerts • Inbound Email • Portal

    16. Problem ManagementEnables organizations to identify and track problems • Problem creation from similar incidents • Link Incidents and Change requests to problem • Auto resolution of Incidents linked to the Problem

    17. Incident and Problem Management demo

    18. Service Requests

    19. IT as a Service Architecture DATA CMDB enables standardization and compliance PRESENTATION IT Service Offerings DW Portal: Role-based Access, Self Service Service Catalog: Service and Request Offerings CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks Request Processes Request Processing: Business process WF engine Notifications Approvals Business Events Subscriptions WI activities Monitor Invoke Automation WORKFLOW Request processes drive automation Run books Orchestrator: IT process automation Connectors Integration Packs Other IT Systems OM VMM

    20. Release Management

    21. Definition: Release • A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment

    22. SCSM Release Management Story

    23. Release Management in Projects vs. in IT Operations • In Projects: “hand over a project” • “On time, on budget, agreed quality” • Usually is a single app, infrastructure, or a service • Has specific start and end • Quite often treats supportability aspects as low priority • In IT Operations: “Take Over and Operate” multiple Changes • RM’s goal is to deploy many changes in the most efficient, effective and consistent manner through the whole lifecycle of IT services • “Endless” discipline working with multiple projects Change & Release Management

    24. Change vs.andRelease Management in Operations • Change Management makes decisions about individual changes • Risk, Impact, Cost, Feasibility etc. • Release Management deploys one or more approved changes to the controlled environments

    25. Demo: Release Record

    26. Change Management

    27. Change ManagementMinimize errors and reduce risk • Typical Change Models • Standard, Major, Emergency… • Review and Manual activities • Customizable Templates • Workflows and Notifications • Analyst Portal • Approvals via Web • Relate Change Requests to Incidents, Problems and Config Items

    28. Knowledge Management

    29. Knowledge ManagementReducing time to resolution • Knowledge articles • Customer, Partner, and Analyst authored content • Local content and links to external content • End User and Analyst Sections • Ratings • Knowledge Search • Full text, keywords, categories • Related incidents, change requests, problems • Console and Web interfaces

    30. Service Manager Authoring Tool

    31. Service Manager Authoring Tool • Drag and drop designers – no code or XML required! • Forms customization • Add/remove/move controls, change formatting, validation rules • Extend CMDB model • Add new classes, relationships, and properties • Workflow authoring • Compose workflows using predefined activities • Define automated activity rules to execute these workflows

    32. Q&A

    33. © 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.