1. Welcome!

2. Agenda for today 09.30 – 10.45: Effective IT services with System Center Service Manager 10.45 – 11.00: Break 11.00 – 12.15: Save costs and resources with Unified Communications 12.15 – 13.00: Sandwich lunch 13.00 – 14.15: New breakthrough capabilities of Microsoft SQL Server 2008 R2: Business Intelligence on a self-serve basis 14.15 – 14.30: Break 14.30 – 16.30: A new generation of Application Lifecycle Management 16.30: Closing & drink

3. Next session? Thursday, April 22, 2010 @ Microsoft Topics: – Claims-based Identity Metasystem with Active Directory Federation Services version 2 – Biztalk in the field – How Microsoft FAST Search technologies can help your business – Microsoft Software + Services: hybrid scenarios for Business Productivity

4. Feedback form Peter.Hendrickx@microsoft.com

5. Effective IT Services with System Center

6. PEOPLEPROCESSTECHNOLOGY AUTOMATE OPTIMIZE SIMPLIFY

7. INTEGRATEDEFFICIENTBUSINESS ALIGNED CMDB IT Process and workflow Automation Service Maps Integrated Platform for Orchestrating People, Process, and Technology Self Service Portal Automated Notifications Knowledge Base Asset Management Compliance and Risk Management Informed Decision Making INTEGRATED | EFFICIENT | BUSINESS ALIGNED

8. ASSET MANAGEMENT SELF SERVICE IT BUSINESS INTELLIGENCE COMPLIANCE AND RISK IT ANALYST Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring Service Manager: The Power is in the Integration

9. System Center common schema Common schema across System Center Object model is based on Operations Manager IT assets are represented as configuration items (CIs) Incidents, change requests, and problems are represented as work items (WIs) Configuration Management Database (CMDB) features Create, update, and view CIs Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users Automatically track CI change history Service definition and mapping INTEGRATED | EFFICIENT | BUSINESS ALIGNED Integrated System Center CMDB

10. 75 to 80% of all incidents are caused by poor change management Automatic incident creation between Config and Ops Manager Efficient resolution with knowledge base and history Ensure accurate and efficient recording with pre-defined templates Incident Management Restore Service Quickly

11. 33% of customers plan to automate change over the next three years Fill in information quickly using templates Embed standard processes Efficiently create change requests Change Management Minimize Errors and Reduce Risk

12. Knowledge Management Reduce 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

13. 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 INTEGRATED | EFFICIENT | BUSINESS ALIGNED Scenario – Empowering the End User

14. Integrated across System Center Demonstrate performance Identify opportunities for service improvements Data Warehouse repository database Database Performance Model data and prune to the right subsets Built on SQL Reporting services Model-driven Data Warehouse: Business Intelligence for IT INTEGRATED | EFFICIENT | BUSINESS ALIGNED

15. IT SERVICE MANAGEMENT GOALS INTEGRATED | EFFICIENT | BUSINESS ALIGNED BUSINESS Realize value of the IT investment Ensure IT governance, risk, and compliance Adapt to ever-changing needs of the organization DATA CENTER Reduce downtime, lower time to resolution Improve reliability Simplify the management of compliance and risk END USER Provide choice and flexibility Deliver efficient support, anywhere, anytime Increase responsiveness and satisfaction Service Manager Driving Service Management Outcomes

16. INTEGRATED | EFFICIENT | BUSINESS ALIGNED ALERT GENERATED INCIDENT CREATED INCIDENT RESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED SERVICE MONITORED Scenario – Datacenter Integration Eliminating costly downtime through auto detection Service Manager Connector

17. IT 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 Addition of Opalis to System Center Enabling the IT Process Automation

18. Open ticket. Populate with data gathered Event Validation Gather CI service data, check for known outages Update event with ticket # Resolve incident Update & close ticket & event Verify Resolution 7 minutes 20 minutes 10 minutes18 minutes May require escalation and lag time between levels 3 minutes7 minutes 3 minutes elapsed time How much elapsed time? 68 minutes of work time Triage Diagnose Escalate Fix Report Incident Management Process Step by Step

19. Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network Triage & diagnose Integrate service desks with data center tools Update CI and assets systems Coordinate audit, compliance and change Orchestrate lifecycle management Patch, user on-boarding, password reset Provision, verify, manage & retire IT Silos Silo Processes Processes within an IT Silo

20. Open ticket. Populate with data gathered Event Validation Gather CI service data, check for known outages Update event with ticket # Resolve incident Update & close ticket & event Verify Resolution 1 minute 3 minutesseconds1 minute seconds total elapsed Less than 8 minutes total elapsed time Monitor Ops Mgr Alert Check Service availability Query Related CIs Lookup Scheduled changes Create & populate service desk ticket Update alert in Ops Mgr Restore service Verify service availability Update Ops Mgr alert Close service desk ticket Triage Diagnose Escalate Fix Report Return on Investment Step by Step

21. Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network IT Silos Cross-Silo Processes Incident Response Change & Compliance Provisioning Virtual Service Management Cloud Computing Processes across IT Silos

22. Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network IT Silos VM Provisioning Process Monitor Service request Stop VM Update request Update request Update & close request Clone new VM Update properties Remove from Ops Manager Test VMDeploy Applications Verify Application Add to Ops Manager Create CI Retire CI Create incident Detach Storage Detach Network Adapter The Automated Processes Analysis

23. Automate solutionsOrchestrate processesIntegrate tools Incident Management Event consolidation Triage & diagnose Escalate & repair Connect event monitor and service desk Event monitoring Service desk Scripts Tools Service Management & Provisioning Lifecycle management Build Provision Tear down/power down Virtual Systems Change, Service Desk Asset, CMDB Server Network Storage Change & Configuration Management Across Platforms and Tools Audit and compliance Patch and repair Change and verify Change, Service Desk CMDB Patch tools Backup Where to Apply Automation Examples

24. Improve service performance and availability Orchestrate tasks across systems CapabilityValue Optimize resources and get consistent outcomes Standardize and document manual processes Lower costs & reduce manual, error prone activities Automate large volume and highly repetitive tasks Simplify data center management Integrate System Center with 3rd party tools The Value of Automation

25. - 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 - Microsoft System Center Service Manager* - Microsoft System Center Virtual Machine Manager* - Symantec Net Backup - VMware vSphere The Opalis Integration Packs

26. Opalis can reduce costs, simplify management and optimize resources through: – Multi-vendor integration, no rip & replace or vendor lock-in – Pre-built activities & workflow processes to speed time to value – Publish and subscribe data bus to share data and initiate tasks within the silos – Configuration of workflows is done without coding or scripting – Intelligent workflows with rule-based branching System Center Opalis Value Proposition

27. Opalis technology granted to existing and new System Center server management suite customers Server Management Suite Enterprise Server Management Suite Datacenter Simplified, costs effective and flexible licensing to scale to the datacenter SMSE / SMSD Opalis Technology Available through the System Center License Suites

28. Orchestrate tasks across systems and automate large volume or highly repetitive tasks through IT Process Automation Lower costs across datacenter management and operations while improving service performance through standardizing processes and execution System Center and Opalis available through unified license model that simplifies purchasing while lowering cost Conclusion

29. © 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.