System Center Service Manager 2010

Ketan Ghelani, Marc UmenoCorina Feuerstein, Darko Vukovic

Program Managers

Microsoft Corporation

SESSION CODE: MGT313

Session Objectives and TakeawaysSession Objectives:

Service Manager – Extending the value of System Center SuiteDemo Palooza – Service Manager in action

Key Takeaways:Service Manager is an integrated platform with rich set of built in solutionsService Manager as a platform enables partners and customers to extend their knowledge and processes

INTEGRATED EFFICIENT BUSINESS ALIGNED

CMDB

IT Process and Workflow Automation

Service Maps

Integrated Platform for Orchestrating People, Process, and Technology

Self Service Portal

Automated Routing

Knowledge Base

IT Business Intelligence

Compliance and Risk Management

Asset Lifecycle Management

Service Manager RTM Facts

From the Customers57 customers in productionOver 300 RDP customers

From the Partners11 ISVs with solutionsSystem Integrators readyOpportunity to deliver value

From Microsoftwww.microsoft.comXBox LiveMSITSolution Accelerators

From the Engineers10,000+ Bagels consumed250+ DCRs accepted from customers

Customers Love the Integration, ROI, & Simplicity! 57+ Customers Already in ProductionEquiniti “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

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

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

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

SI Partners Ready to Support Service ManagerCDW“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

Service Manager: The Power Is in the Integration

Portal

Forms

Data Warehou

se

Workflows

Configuration Management DB

Wor

k Ite

ms

Confi

gura

tion

Item

s

Know

ledg

e

ProblemChange Incident

AssetCompliance & Risk

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

Example: Configuration Data supports Service Desk

ConfigMgr Connector

Computer DataHW and SW Inventory

DCM, SW Updates

End User’sComputer

User DataContact InfoOrganization

End User

CI DataAD User

Windows Computer

Configuration Manager

Active DirectoryDomain Controller

Helpdesk Analyst

Incident aboutEnd User’s Computer

AD Connector

Service Manager

Importing Data from Active Directory and Configuration Manager

Marc Umeno

demo

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

Incident Management Process Document the process

Visualize the process

Map the process

Classify / Route

Record

Record

Record

Tier 2

HR Apps

Tier 1

Closure

No

No

Yes

YesContinue

TroubleshootingEscalate

Resolved

Data Center Alerts

!

SOURCES RECORD QUEUESTRIAGE

RESOLUTIONESCALATION

CLOSURE

CLASSIFICATIONROUTING

Demo Scenario

OM ConnectorCreates Incident

OM Server

Mail Server

Email WorkflowCreates Incident

Portal WorkflowCreates Incident

Tier 2 -Darko

OM Incidents

Troubleshoots using Knowledge and Service Maps

Posts Announcement

ResolvesProblem

Resolves IncidentsNotifies Users

SM Workflow

Relates IncidentsAnd Creates a Problem

RecordAssigns to Darko

HR WebIncidents

HR Apps – KetanHR Web

Support

Triggers Alert

Emails

Creates Request

UsingPortal

HRWeb Errors

Corina

Marc

!

Service Manager

SOURCES RECORD QUEUESTRIAGE

RESOLUTIONESCALATION

CLOSURE

CLASSIFICATIONROUTING

Document the process Visualize the process Map the process Implement the process

Incident & Problem ManagementConfiguring, Routing, ClassificationWorkflows

Ketan GhelaniMarc UmenoDarko VukovicCorina Feuerstein

demo

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

Data Warehouse Drives Continuous Improvement

IT ManagerAnalyst

Data Warehouse

SCSM

ETL

Insert/Update

View Report

s

Manage & Analyze within the Console

20+ reports in the box

Built on top of Microsoft BI

stack

Extensible platform

Incident Reports and DashboardKetan Ghelani

demo

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

Scenario: Automating End-user Software Request

Create Packages & Programs

Configure SM Portal

Advertisement Delivered

Software DeployedEnd User Requests Software

End User

Manager Approves Request

Manager

Self Service Software RequestDarko VukovicCorina Feuerstein

demo

The Tour Continues

Integrated CMDB

Incident Management & Problem Management

Reporting and Dashboards

Self Service Software Request

Forefront Identity Manager Integration

Forefront Identity Manager IntegrationMarc UmenoSenior Program Manager Lead

Forefront Identity Manager and Service Manager are ComplementaryService Manager: central hub for requests, orchestrating work between people/process/systems, and tracking history for compliance & auditingForefront Identity Manager: automation of identity management processes including identity synchronization, certificate and password management, and user provisioningBoth products enable different aspects of self-service, which dramatically reduces the cost of supporting users

Identity Manager

Group Membership

User Provisioning

Password Reset

AD Data Management

Service Manager

CMDB

IT Process Automation

Incident & Change Management

Data Warehouse / Reporting

FIM and Service Manager can be Integrated

Whitepaper being developed by MCS, will publish in Q3 2010Scenarios: User provisioning, password reset, AD group membership

FIM 2010

FIM Sync Service

FIM Service

Portal

FIM CM

Service Manager

Management Packfor FIM Automation

SM Console UI

DW

HR Database

ActiveDirectory

Web Service

CMDB

End User Desktop

FIM Client

Approvals

Self-Service Password Reset Automated

Change Request

Assisted Password Reset

WF

Contractor Provisioning

AD Group Membership

Demo: Integrated Password Reset

AD

DW

AD Data Import

AD Data SyncReset Password

User Desktop Reset

Help Desk Call

User

User

Change Request

FIM

SM

Log DesktopPassword Reset

Perform AssistedPassword Reset

Offline Reporting

Forefront Identity Manager IntegrationMarc Umeno

demo

The Tour Completed

Integrated CMDB

Incident Management & Problem Management

Reporting and Dashboards

Self Service Software Request

Forefront Identity Manager Integration

Flexible solutions to automate common IT processes

ITIL / MOFWorkflowsSelf-service

Deep integration with other System Center products

Configuration MgrOperations MgrActive Directory

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

Public SDKTools for IT and DevConnectors

Incident and Problem

Change

Portal WorkflowsKnowledge

Base

Data Warehouse

CMDB

Authoring

Summary – Service Manager 2010

2012

H1

H1

V12010

2011SP1

H1

H2

R2

System Center Service Manager Roadmap

H2

Compliance

Solution

Authoring Tool

R2Beta

Call To Action & ResourcesEvaluate & 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 CommunityBlog: http://blogs.tecnet.com/servicemanager Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager Twitter: Use #SCSM and #ServiceManager hashtags

Setup and Deployment http://go.microsoft.com/?linkid=9727037Incident and Change Management http://go.microsoft.com/?linkid=9727038Data Warehouse and Reporting http://go.microsoft.com/?linkid=9727039Integration with Other System Center Products http://go.microsoft.com/?linkid=9727040Extending and Customizing http://go.microsoft.com/?linkid=9727041

Available April 23!

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Two ways to access online evaluation formsCommNet and evaluation stations located in hallwaysoutside breakout roomsFrom any wired or wireless connection tohttp://mms-2010.com

Related Content

MGT201 - Automating and Simplifying Compliance and Risk with System CenterMGT313 - Microsoft System Center Service Manager 2010: Drilldown

MGT06-INT - Automating and Simplifying Compliance and Risk with Microsoft System Center and Service Manager 2010MGT05-INT - Ask the Experts: Implementing Your Scenarios in Microsoft System Center Service Manager 2010MGT07-INT - Extending and Customizing Microsoft System Center Service Manager

Management Track ResourcesDon’t forget to visit the Management TLC area (Red Section) to see product demos and speak with experts about the System Center solutionsYou 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

Resources

www.microsoft.com/teched

Sessions On-Demand & Community Microsoft Certification & Training Resources

Resources for IT Professionals Resources for Developers

www.microsoft.com/learning

http://microsoft.com/technet http://microsoft.com/msdn

Learning

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© 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.

JUNE 7-10, 2010 | NEW ORLEANS, LA