[TITLE] Managing the Server Lifecycle with Sytem

Center

[Name] [Title]

Microsoft Corporation

Today’s Enterprise IT Management Challenges • CapEx / OpEx Budget Pressures

• Skill Availability

• Service Availability

• Increasing Compliance Demands

• Consolidation

• Business Service Levels

Addressing the Challenges with System Center

Client Datacenter

Integration and Centralization

Automation Action + Workflow +

Optimization

Knowledge Best Practices

+ Design

Microsoft Platform Skills + Technology

+ Ecosystem

Decrease Costs

Improve

Service Delivery

Physical Virtual

Demonstrate Compliance

Service

Manager

Service Manager 2010 Integrates Microsoft Management Solutions

Completing support for the IT service lifecyle

Assess Inventory & Compatibility

Deploy OS & Applications

Manage User Access Backup, Repair & Restore

Orchestrate People, Process

&Technology

Monitor Performance & Configuration

Integrated Client Management Suite Drive Simplification of Management Through Standardization

Single infrastructure for end to end

management lowers deployment cost

Standardized user environment lowers

training and operational costs

Common knowledge and rules engine

accelerates ROI and improves processes

Simple, cost effective, and flexible

licensing eases procurement process

Assess Inventory

& Compatibility Deploy OS & Applications

Manage User

Access

Backup, Repair, & Restore

Incident, Problem

& Change Management

Monitor Performance

& Configuration

Suite Licensing Lowers Capital Expenditure While Supporting Unified Management

Case Study

Service Manager 2010 The Power Is in the Integration

Portal

Forms

Data Warehouse

Workflows

Configuration Management

Database W

ork

Ite

ms

Co

nfi

gura

tio

n

Ite

ms

Kn

ow

led

ge

Problem Change Incident

Asset Compliance & Risk

Integrated Efficient Business Aligned

•CMDB

•IT Process and workflow Automation

•Service Maps

An Integrated Platform for Orchestrating People, Process, and Technology

•Self Service Portal

•Automated Notifications

•Knowledge Base

•Asset Management

•Compliance and Risk Management

•Informed Decision Making

Anatomy of Service Manager 2010

Data Warehouse Database

Configuration Manager 2007

Server

End Users IT Operations IT BusinessAnalyst

Independent Software Vendors

Operations Manager 2007

Server

Active Directory Domain Controller

Service Manager 2010 Software Development Kit

Configuration Management Database

Service Manager Platform Infrastructure

Other External Systems

ISV Developed Process

Management Packs

Process Management Packs Included in Service Manager

Incident Management Problem Management Change Management

Self-servicePortal

Service Manager 2010 Console

Service Manager 2010 Connectors

Service Manager 2010 Performance and Scale

Service Manager Performance Testing

Criteria Test Details

Performance Time to Complete Task

Over 60 scenarios evaluated across every SM feature

Load Continuous UI and Workflow Load

Actual consoles running in loop creating incidents and change requests resulting in UI and workflow load

Standard Data Profile

20K users & computers 40-50 consoles

200K CIs and 2M+ rows in DB; Used 4 machines with recommended standard hardware (Dual quad-core CPUs, 8GB RAM)

Large Scale Data Profile

50K users & computers 80-100 consoles

500K CIs, 5M+ rows in DB; Standard hardware, except 32GB RAM for database server

• Good results from scale and performance testing for both 20K and 50K user profile

• Larger scale possible for scenario-specific solutions

Recommended Deployment Topologies

Increase # of Servers to Address Scale

Management Group A

Management Group B

Management Group DW_C

Introduce NLB and Clusters for Availability

Connect Multiple SM Mgt Groups to Same DW

Separate Components for Better Performance

Required: Windows Svr 2008/R2 SQL 2008 SP1

Web Portal SSRS

SMDB

DWDBs

Web Portal

Analyst Console

Portal Server

Management Server

Workflows

SM Database

DW Management Server

DW Databases

SSRS

Network Considerations

Same LAN

SM Management Server

SM DB

WAN

Terminal Server

>150 ms Latency

5724 1433

443

1433

Diff. Domain

Portal Web Site

Portal Web Server

Integrated System Center CMDB

Service Manager Configuration Management Database (CMDB) Schema

Common schema across System Center products

IT assets are represented as configuration items (CIs)

Incidents, change requests, and problems are represented as work items (WIs)

Service Manager CMDB Features

Create, update, and view CIs

Create relationships among CIs, WIs, IT professionals, and Active Directory® Domain Services (AD DS) users

Automatically track CI change history

Service definition and mapping

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

Knowledge Management Reducing time to resolution

• Knowledge articles: – Customer, Partner, and Analyst

authored content – Capture existing knowledge

published on the Web – Links to external and local

content – Ratings

• Searchable: – Full text – Keywords – Related incidents, change

requests, knowledge articles

Integration with Active Directory and Operation Manager and

Configuration Manager

Scenario

OM Connector Creates Incident

OM Server

Mail Server

Email Workflow Creates Incident

Portal Workflow Creates Incident

Tier 2 -Darko

OM Incidents

Troubleshoots using

Knowledge and Service Maps

Posts Announcement

Resolves Problem

Resolves Incidents Notifies Users

SM Workflow

Relates Incidents And Creates a

Problem Record Assigns to Darko

HR Web Incidents

HR Apps – Ketan

HR Web Support

Triggers Alert

Emails

Creates Request

Using Portal

HRWeb Errors

Corina

Marc

Service Manager

SOURCES RECORD QUEUES TRIAGE

RESOLUTION ESCALATION

CLOSURE

CLASSIFICATION ROUTING

Document the process

Visualize the process Map the process

Implement the process

Average cost of a call is $25 to $30 - Self Service Portals reduce calls by 30%

• Provision Software

• Reset Passwords

• Create/view service requests

• View announcements

• Search/view knowledge base

Empowering Users with a Self-Service Portal

Self-service Portal

Incident Management Restore service quickly

75 to 80% of all incidents are caused by improper change management

Provides efficient resolution with knowledge base and history

Helps ensure accurate and efficient recording with pre-defined templates

System Center Configuration Manager and System Center Operations Manager can automatically create incidents

33% of customers plan to automate change management in the next 3 years

Change Management Minimize errors and reduce risk

Integrated workflows help ensure consistent processes

Automated workflows are based on industry standard processes

Allows efficient creation and approval of change requests

Enter information quickly using predefined or custom templates

Incident & Problem Management Configuring, Routing, Classification

Workflows

Business Intelligence for IT • Integrated across System Center

– Easy installation through Service Manager setup

– Supports Configuration Manager, Operations Manager, and Active Directory integration knowledge

• Data Warehouse repository database – Store large amounts of dimension

and fact data

– Provide a historical record

– Retain data groomed from the CMDB

– Model-driven: MP extends DW schema

20+ reports in the box

Built on top of Microsoft BI stack

Extensible platform

Incident Reports and Dashboard

Extending System Center Service Manager

• User Interface

• Data Model

• Workflow

• Reports

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

Partners to go to…

all in.

Incident Management Keep users and data center services up and running, and

restore service quickly • Embed standard process:

– Define escalations

– Define categories

• Predefined templates ensure accurate and efficient recording

• History and knowledge base supports fast diagnosis

• Automatic incident creation with Desired Configuration Monitor (DCM) errors and Operations Manager alerts

Change Management Minimize errors and reduce risk

• Embed standard processes

– Review stages and activities

– Fields for standard information like change type and priority

• Efficiently create change requests:

– From CIs

– From incident management

• Fill in information quickly using templates:

– Predefined templates

– Flexibility to adapt

[PRESENTATION TITLE]

[PRESENTATION TITLE] Deployment on Virtualized Fabric

• DOs – 8+ GB of Memory (RAM) for Management Servers

– 2+ CPUs for each Management Server

– 2+ CPUs for each SQL Server

– If CPU Utilization is Near 100 percent, Add Virtual CPUs

• DON’Ts – Don’t put SM and DW DBs on Same VM

– Don’t use Dynamic Virtual Hard Drive (VHD)

– Don’t Allocate More Virtual CPUs than the Number of Available Logical CPUs

Putting it all Together

Recipe for Success on the Job (5 Step Program)

Start with “What you want to monitor…”

Use Configuration Manager for Asset & Updates…

Use System Center Operations Manager as your “Gateway”…

Service Manager drives your incident & problem management tool…

Automate, Automate, and Automate using Opalis to put the platform in motion!

Use “data” points to drive your costly human-driven processes

…and take back your Data Center!

Step 1 – Establish the Foundation

Step 2 – Integrate Service Management

Step 3 – Advanced App/Service Monitoring

Step 4 – Process Definition & Workflow Automation

Step 5 – Leverage the Data (Analytics & Reporting) Understanding the data “Gold Mine”

Custom Views into Troubleshooting & Diagnostics

Business Dashboards & Reporting