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Service Manager Integration with System Center
4/19/2017 2:01 AM BB09 Service Manager Integration with System Center Nigel Cain, Senior Program Manager Microsoft Corporation © 2007 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.
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Session Objectives and Takeaways
4/19/2017 Session Objectives and Takeaways Session Objectives: Show integration points between Service Manager and other System Center Products Encourage adoption of Service Manager Key Takeaways: Service Manager works well with Configuration Manager 2007 Self-service Software provisioning Desired Configuration Management (DCM) Service Manager works well with Operations Manager 2007 Alert Incident creation & resolution Service definition and mapping Service Manager enables data integration across the enterprise CMDB + Connectors Opalis Integration Server © 2008 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.
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Integrated Platform for Orchestrating People, Process, and Technology
EFFICIENT BUSINESS ALIGNED CMDB IT Process and Workflow Automation Service Maps Self Service Portal Automated Notifications Knowledge Base IT Business Intelligence Compliance and Risk Management Asset Lifecycle Management
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Service Manager: The Power Is in the Integration
Problem Change Incident Asset Compliance & Risk Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge
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Service Manager Value Proposition
END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt IT SERVICE MANAGEMENT GOALS BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk
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Enable Self-service to Lower Costs and Increase End-user Satisfaction
4/19/2017 2:01 AM Enable Self-service to Lower Costs and Increase End-user Satisfaction © 2007 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.
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Integrated Self-Service Portal
The average cost of a single 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
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Scenario: Automating End-user Software Request
Create Packages & Programs Configure SM Portal End User Requests Software End User Manager Approves Request Manager Advertisement Delivered Software Deployed Self-service Demo Sequence 1. Service Manager Console - Administration View list of software packages from SCCM Associate a default program with a package Create a software distribution for a package Publish package(s) to Portal 2. End-user Portal Request software 3. Service Manager Console - Administration Show workflow status 4. Outlook Receive notifications 5. Service Manager Console – Work Items Show CR activity status In Progress 6. Analyst Portal Approve request 7. Service Manager Console – Work Items Show CR activity status now Completed 8. Windows Show advertisement and double-click
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4/19/2017 2:01 AM Self-service Software Provisioning using Service Manager & Configuration Manager demo © 2007 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.
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System Center integration for the IT Analyst
4/19/2017 2:01 AM System Center integration for the IT Analyst © 2007 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.
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SC Integration Overview
Config Items Computers Users Services Work Items Incidents Change Requests Configuration Items are synchronized via connectors unidirectional into the CMDB CM – Computers with inventory, collections, DCM baselines OM – MP inventory, distributed applications AD – Users, groups, printers, computers Knowledge Articles Models Worklows Work Items are synchronized via workflows CM – unidirectional into the CMDB for DCM baseline violation as Incidents OM – Bidirectional for Incidents generated from Alerts CI WI CMDB
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Service Manager Value Proposition
END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt IT SERVICE MANAGEMENT GOALS BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk
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SC Integrated Incident Management
Downtime Awareness Action Communication Time to resolution Context of the problem Applicability of existing solution Incidents from Alerts address these aspects
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Scenario: Automating SCOM Alert Incident
SERVICE MONITORED CONNECTOR ALERT GENERATED INCIDENT CREATED INCIDENT DIAGNOSED INCIDENT RESOLVED CONNECTOR INCIDENT CLOSED IT Analyst / Operator
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Alert to Incident Creation using Service Manager & Operations Manager
4/19/2017 2:01 AM Alert to Incident Creation using Service Manager & Operations Manager demo © 2007 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.
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Service Manager Value Proposition
END USER Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt IT SERVICE MANAGEMENT GOALS BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk
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Compliance Management
Major scenarios Reduce operational cost by managing deviation from standardized configuration Manage regulatory compliance Service Manager works with DCM to help with both Regulatory compliance is focus of additional solution (BI03)
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Scenario: Automating Compliance with DCM
CLIENT MANAGED DCM DRIFT INCIDENT CREATED INCIDENT DIAGNOSED CHANGE REQUESTED REMEDIATION ACTION IT Analyst / Operator
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4/19/2017 2:01 AM Compliance Management using Service Manager and Configuration Manager DCM demo © 2007 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.
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Data Integration using Service Manager
4/19/2017 2:01 AM Data Integration using Service Manager Charlie Chase Group Program Manager Microsoft Corporation © 2007 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.
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CMDB + Connectors = Data Integration
Configuration Management Database (CMDB) stores Configuration Items (CI) = computers, software, users Work Items (WI) = incidents, problems, change requests Relationships between CIs and between CIs and WIs CMDB schema is extensible using Management Packs and Authoring Tool Common schema shared with SCOM Authoring tool supports customization of forms, workflows and schema extensions Connectors automatically create CIs in the CMDB from other databases Connectors run on a schedule and data is watermarked to facilitate efficient data synchronization Service Manager ships with Connectors for SCCM, SCOM and Active Directory Data integration with other products is provided by Opalis Integration Server
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Service Manager Data Integration using Opalis
Service Manager syncs data between its CMDB and other product databases using Opalis to support data integration and interoperability across the Enterprise BMC Atrium CMDB BMC Remedy AR System BMC Event Manager BMC Patrol BMC BladeLogic Operations Manager CA AutoSys CA eHealth CA Service Desk CA SPECTRUM CA Unicenter NSM VMware VI / vSphere Symantec VERITAS NetBackup HP Operations for UNIX HP Operations Windows HP Operations Solaris HP Network Node Manager HP Service Desk HP Service Manager HP Asset Manager HP iLO 2 IBM Tivoli Enterprise Console IBM Tivoli Netcool/Omnibus IBM Tivoli Storage Manager EMC Smarts InCharge
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Summary – Service Manager 2010
Flexible solutions to automate common IT processes ITIL / MOF Workflows Self-service Deep integration with other System Center products Configuration Mgr Operations Mgr Active Directory Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Incident and Problem Change Authoring Data Warehouse Knowledge Base Portal Workflows CMDB
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Service Manager is Ready for You Customers Love the Integration, ROI and Simplicity!
Equiniti With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,” Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes to fix other problems.” Matt Higham, Technical Strategy Consultant Avanade “We deployed the program in a matter of weeks with no real learning curve for our staff, ” Shulik says. “Out of the box, System Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.” Kristin Shulik, Product Manager for IT Management Services General Mills “Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager
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System Center Service Manager Roadmap
TechReady7 Breakout Chalktalk Template 4/19/2017 System Center Service Manager Roadmap 2012 H1 R2 R2 Beta H2 2011 SP1 H1 Compliance Solution Authoring Tool H2 2010 V1 H1 © 2008 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.
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Call To Action & Resources
Available April 23! Evaluate & Deploy Service Manager 2010 RTM Hosted test drive & labs Download installable RTM Evaluation Version Get Trained - Microsoft Official Curriculum Courseware 50217: Planning, Deploying and Managing Service Manager 2010 (4 days) -May 50377: Extending Service Manager 2010 (1 day) – June/July Get Involved in the Community Blog: Forum: Twitter: Use #SCSM and #ServiceManager hashtags Setup and Deployment Incident and Change Management Data Warehouse and Reporting Integration with Other System Center Products Extending and Customizing
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4/19/2017 2:01 AM © 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. © 2009 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.
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4/19/2017 2:01 AM © 2009 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.
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