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System Center 2012 R2 Service ManagerSCSM OverviewJose RodasCharles Champion

AgendaSystem Center ReviewSystem Center Service ManagerDefinitionsArchitectureComponentsManagement Packs

Self Service

Service Delivery & Automation

System Center Review

Deploy

Configure

Service Model

DC Admin

Operate

Monitor

Virtual

Physical

Public Cloud

Private Cloud

Virtual Machine Manager

Operations Manager

App Controller

Service Manager Service Manager

Orchestrator

Configuration Manager

Application ManagementService Delivery &

AutomationInfrastructure Management

Data Protection Manager

AppOwner

FeaturesIT Service

Management

• Incident and Problem Management

• Change and Release Management

• Service Request Fulfillment

• Service Level Agreement (SLA) support

IT-as-a-Service

• Self-service Portal

• Service Catalog

• Role-based offerings

System Center Integration

• New connectors to VMM & Orchestrator

• Improved connectors to OM, CM & AD

• Orchestrator Runbooks

• VMM Private Cloud integration

Business Intelligence

• System Center Data Warehouse

• OLAP support for reporting and drilldown

Service Manager Architecture

Process Workflo

wForms

Reporting & Data

Warehouse

Workflows

Configuration Management

Data Base

Work

It

em

s

Con

fig

ura

tio

n I

tem

s

Kn

ow

led

ge

Integration across Stack

Standard Process

Automation

Self ServiceService Catalog

ReportsEmail / Mobile / Client

SolutionsProblem

ChangeIncident

Compliance & Risk

Service Request

Release

System Center 2012 R2 Service ManagerService Manager Management Server

- Is the main software component of a Service Manager installation - Supports high availability

Service Manager database Contains - Service Manager - Configuration items - Supports high availability - Work items

- Incidents

SvcMgrDB

- Unified Console- Command Shell

Console - Integrated experience for operators and administrators- Role based security ensures optimized experience for all users

Service Manager DatabasesServiceManagerContains all CI Configuration information with forms, workflows, user roles.

DWStagingAndConfigThe extract process populates the database with data coming from the SM CMDB All Management Packs are stored here, ETL, and other configuration information.

DWRepositoryWhere the extracted source data is transformed in the optimized structure for reporting

DWDataMartThis database is where all data is published to be consumed by the reports

DWSC

DWRep

DWDM

SvcMgr

Service Manager DatabasesDWASDataBaseThe DWASDatabase is used by SQL Server Analysis Services and stores Online Analytical Processing (OLAP) cubes

OMDWDataMartThis database collects data from Operations Manager - can be used for reporting

CMDWDataMartThis database collects data from Configuration Manager - can be used for reporting

DWAS

OMDW

CMDW

Service Manager Environment Example

DefinitionsClass versus InstanceConfiguration Item

Real-World Modeled Objects

Work ItemsUnits of IT Work

Administrative ItemsUsed for Administrative Purposes

ModulesEncapsulate SM System Functionality

Process Management PacksXML BasedContains definition for workflows, views, forms, classes, templates and other WI & CIStore CustomizationsCan be moved amongst different systemsExtension of Operations Manager 2007 R2 Schema

Run-As AccountsSystem Run-As Account

High-Privileged Account for Most SM/DW Modules

Workflow Run-As AccountMedium-Privileged Account for WinWF Workflows

Other Run-As AccountsUsed for Granting Service Manager Permissions Needed to Execute Desired

Operations in External Systems

Data Access Service(OMSDK)

SM Management Server

SMDB

Workflow Host(MonitoringHost.exe)

ManagementService

(HealthService)

Management Configuration Service

(OMCFG)

WCF Host ServiceCRUD ops on CI & WI

Importing Management PacksAuthorization

Encrypt & Store CredentialsManages Workflow hosts

Initializes security context for Modules

• One Process/Account• Shared across workflows

Caches Instance GraphPasses Configuration to Modules

• System Configuration: Credentials, Management Packs

• Configuration Item Instances• Work Item Instances• Staging Tables

DW Management Server

ManagementService

(HealthService)

Configuration &Staging

Management Configuration

Service(OMCFG)

Data Access Service(OMSDK)

RepositoryDataMart

Workflow Host(MonitoringHost.exe)

• Extract, Transform, Load (ETL)• Management Pack Sync• Deployment & Orchestration

• System Configuration Data• Staging of Extract data

• Repository of Transformed Data

• Facts/Dimensions• Data Optimized for

Reports

ResourcesTechEd 2014 SCSM Videos

Channel9: http://bit.ly/scsmteched

Official SCSM DocumentationSCSM Engineering Blog: http://aka.ms/scsmblog SCSM Technical Documentation: http://aka.ms/scsmdocs

SCSM BlogsAntoni Hanus: http://aka.ms/antoni Jose Rodas: http://aka.ms/jorodasCharles Champion: http://aka.ms/cchamp

SCSM BlogsAuthoring Friday: http://www.authoringfriday.com

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