Walter PitrofMicrosoft Schweiz GmbHwalterp@microsoft.com

IT Service Management mit System Center Service Manager 2010

Agenda

• Source of Operational Problems• The Power is in the Integration• Integrated System Center CMDB• Self-Service Portal• Desired Configuration Monitoring (DCM) • Incident and Problem Management• Change Management• Knowledge Management• Service Manager Authoring Tool• 3rd Party Integration• IT Process Automation with Opalis• System Center Roadmap

Source of Operational Problems

• Forget Something

• Lack of Procedures

• Backup Errors/Security

• Change Management

• Overloaded• Weak Problem Detection

OperatorError40%

ApplicationFailure40%

Other20%

Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002

Source of Operational Problems

• Hardware/OS• Network• Power and Disaster

OPERATIONS

People, Process, or Technology Problem?

Service Manager 2010The Power is in the Integration

CONNECTORS

Asset Management

Self Service IT Business Intelligence

Service Level Management

Compliance and Risk

Service Manager 2010The Power is in the Integration

Automate and Deploy

Capacity and

Utilization

Inventory and Usage

Alert Manageme

nt

Portal

Incident and Problem

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

Change

Active Directory

Integrated System Center CMDB

Integrated System Center CMDB

System Center common schemaObject Model Based on Operations ManagerIT 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 systemsCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mapping

Integrated | Efficient | Business Aligned

Work Items

Config Items

CMDB Data

Relationships

Configuration Items

Demo

Self-Service Portal

Empowering the End UserUser self-service portal

Provision Software(Reset Passwords) with FIMCreate/view service

requestsView announcementsSearch/view knowledge base

Self Service Portal reduces help desk

calls by 30%

Self-Service Portal - Incident Management

Demo

Desired Configuration(Desired Configuration Monitoring in SCCM 2007 R2)

What our Customer data tells us

Operational issues account for 76% of Critical Situations

(CritSits)

6% due to KNOWN bugs-

already fixed

48% Misconfigurati

on

33% were due to

Installation issues

67% POST installation ‘changes’

22% are how-to

related – poor /

improper operations

of the environment

3% NEW bugs

21% is everything

else combined

(“unclassified” or

‘other’)

Desired Configuration Management

VisionDefine configuration baselinesID required and prohibited configurationsAudit compliance of Windows systems

Core Scenarios:Detect server configuration “drift”Improve Helpdesk troubleshooting and “time-to-resolve” Regulatory compliance reportingChange verification

DCM Data flow in SCCM 2007 R2DCM Digests

ConfigMgrAdmin Console

ConfigMgr Server

WindowsServer 2008

CI

CRMApplication

CI

AntivirusSoftware

CI

ConfigMgr Database

CRM ApplicationServerBaseline

ConfigMgr Client

Managed Client WMI

XML

Registry

IIS

MSI

1ConfigurationItems created byimporting valid CI documents

2 New ConfigurationItems authored

3 ConfigurationBaseline defined usingconfiguration items

Configuration baseline targetedat managed client

4

DCM discoversCIs andvalidates dataagainst rules

5 Compliance report sent toConfigMgr Server

6

Script

SQL

SoftwareUpdates

File

ActiveDirectory

ComplianceStateTables

Incident and Problem Management

Incident ManagementKeep users and data center services up and running, and restore service quicklyProcess workflows

Escalations

Notifications

Customizable templatesKnowledge & HistoryAutomatic incident

creationDesired Configuration Monitor (DCM) errors

Operations Manager alerts

Inbound Email

Portal

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

Incident and Problem Management

Demo

Change Management

Change ManagementMinimize errors and reduce risk

Typical Change ModelsStandard, Major, Emergency…Review and Manual activities

Customizable TemplatesWorkflows and NotificationsAnalyst Portal

Approvals via Web

Relate Change Requests to Incidents, Problems and Config Items

Knowledge Management

Knowledge ManagementReducing time to resolutionKnowledge articles

Customer, Partner, and Analyst authored contentLocal content and links to external contentEnd User and Analyst SectionsRatings

Knowledge SearchFull text, keywords, categoriesRelated incidents, change requests, problems

Console and Web interfaces

Knowledge Management

Demo

Service Manager Authoring Tool

Service Manager Authoring ToolDrag 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

Service Manager Authoring Tool

Demo

3rd Party Integration

Provance and Service Manager

Process Management Pack extension that provides IT asset lifecycle management and software asset management

RTM 2Q/2010

Provance IT Asset Management Pack forMicrosoft System Center Service

Manager

Provance IT Asset Management

Demo

ATEA Spintop’s (1/3)

ATEA Spintop’s (2/3)

ATEA Spintop’s (3/3)

Roadmap

Roadmap

RTM

2009 2010

H1 H2 H1H1 H2

RCBeta 1Beta

2

2008

CTP2

OpalisIT Process Automation

Addition Of Opalis To System Center Enables Process AutomationIT Process Automation (ITPA), also known as Run Book Automation

(RBA), is the ability to orchestrate and integrate IT management tools through workflow

Helps meet strategic IT goals through improving service to business

Replaces many manual, resource-intensive, and error-prone activities

Typically cross multiple IT components, disciplines, and/or departments

Configuration Management

(Physical & Virtual)

End-To-End Monitoring

Server Compliance

Data Protection &

Recovery

Event Mgmt

Service Desk

Asset/CMDB

Configuration

Virtual

Security

Storage

Server

Network

Processes Across IT SilosIT Silos Cross-Silo Processes

Incid

en

t R

esp

on

se

Ch

an

ge &

C

om

plia

nce

Pro

vis

ion

ing

Virtu

al S

erv

ice M

an

ag

em

en

t

Clo

ud

Com

pu

ting

Opalis Integration Packs

> BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS> CA AutoSys > CA eHealth > CA NSM > CA Service Desk > CA Spectrum > EMC Smarts InCharge > FTP> HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager> HP Network Node Manager

> IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server > Microsoft System Center Operations Manager > Symantec Net Backup > VMware vSphere

Event Mgmt

Service Desk

Asset/CMDB

Configuration

Virtual

Security

Storage

Server

Network

Automated Processes

IT Silos VM Provisioning Process

Monitor Servicerequest

Stop VM

Updaterequest

Updaterequest

Update & closerequest

Clone newVM

Updateproperties

Remove from Ops Manager

Test VM DeployApplications

VerifyApplication

Add to Ops Manager

Create CI

Retire CI

Createincident

Integration for Virtual Machine Manager 2008 R2 not yet RTM

Detach Storage

Detach Network Adapter

Opalis

Demo

System Center Roadmap

System Center Roadmap

2010

vNext

vNext

vNext

V1

2009 and R2

2010

2007 R2

2007 R2

2007 SP1

2008

2008

2007 SP1

2007 SP1

2010 and R2

2008 R2

2007 SP2

V2 and V3

2010

2011 and R2

vNext

CY 2008 2009 2010 2011

2007 R3