1. Marc Umeno, Darko Vukovic Program Managers Microsoft Corporation SESSION CODE: MGT310

3. *French, German, Italian, Japanese, Korean, Portuguese Brazilian, Russian, Simplified Chinese, Spanish, Traditional Chinese

4. Equiniti “We’re looking at a definite reduction in the staff hours required to deliver high service levels. It will take half the time it used to for managing the change process, leaving more time to fix other problems.” Matt Higham, Technical Strategy Consultant Avanade “(Service Manager) helps us gather better intelligence about our infrastructure, which enables us to better plan for hardware replacements, software upgrades, and other modifications to our infrastructure.” Kristin Shulik, Product Manager for IT Management Services General Mills “We installed Service Manager and set up the connectors. In less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” Glenn Cozine, Senior Technical Specialist and Project Manager

5. Provance “As an ISV, the flexibility and extensibility of the platform allows us to deliver the same powerful capabilities we provide in our stand-alone Provance IT Asset Management software from right within System Center Service Manager. Customers get the best of both worlds – our longtime Provance expertise in IT Asset Management delivered with Microsoft System Center technology.” Gord Watts, Vice President, Marketing

6. CDW “As a Solution Integrator, we are always looking for the next big thing―I am excited to tell you that Service Manager is it! By the time Service Manager launches, we will have deployed it to over 15 customers. Working with our early adopter customers―and being an early adopter ourselves―we have the confidence in the solution, the knowledge, and the experience to help our customers get the most out of Service Manager and the entire System Center suite.” Doug Miller, Practice Architect

7. INTEGRATEDEFFICIENTBUSINESS ALIGNED System Center Integration Configuration Management Database (CMDB) IT Process and Workflow Automation Integrated Platform for Orchestrating People, Process, and Technology Automated Routing and Notifications Role-based Security Self Service Portal IT Business Intelligence Compliance and Risk Management Asset Lifecycle Management

8. Portal Forms Data Warehouse Workflows Configuration Management Database Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance & Risk

9. BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance to reduce business risk DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk management IT SERVICE MANAGEMENT GOALS Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere End User

10. Workflow Data Access Service CMDB Data Warehouse Database Console UI Service Desk End Users Self Service Portal Analyst Portal IT Operations Active Directory Operations Manager Configuration Manager 3rd Party Systems External Systems NotificationsCustom Activities Authoring Tool Administrators User Interfaces Service Manager Users Incident and Change Management Connectors DATA INTEGRATION PROCESS AUTOMATION USER EXPERIENCE

11. Service Manager Performance Testing CriteriaTestDetails PerformanceTime to Complete TaskOver 60 scenarios evaluated across every SM feature LoadContinuous 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

12. “We installed Service Manager and setup the connectors, in less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” - General Mills

14. Management Group B

15. 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

17. ComponentsDetails Management ServersCannot Coexist on the Same Machine ConsolesCan Coexist on Same Machine 2007 R2 Agent on SM Management Servers Supported, must be Installed after SM Management Server 2007 SP1 Agent on SM Management Servers Not Supported OM MPService Manager 2010 MP (for OM) will be shipped within 60 days of SM RTM

19. “One tool for end-to-end service management, where the interface is easy to learn, because it’s the same one used in other System Center tools” - Equiniti

20. Initial Administrative Tasks Import MPs Connectors Assign user roles Notifications Prior to Production Deployment Map processes to product Customization Test in staging environment User training During Production Deployment Process improvements Update solutions Troubleshooting

22. Service Manager Management Packs

23. Service Manager and Powershell

25. Troubleshooting

27. Flexible solutions to automate common IT processes ITIL / MOF ITIL / MOF Workflows Workflows Self-service Self-service integration Deep integration with other System Center products Configuration Mgr Configuration Mgr Operations Mgr Operations Mgr Active Directory Active Directory platform Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Public SDK Tools for IT and Dev Tools for IT and Dev Connectors Connectors Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring

28. 2012 H1 2010 2011 H1 H2

29. Setup and Deploymenthttp://go.microsoft.com/?linkid=9727037 Incident and Change Managementhttp://go.microsoft.com/?linkid=9727038 Data Warehouse and Reportinghttp://go.microsoft.com/?linkid=9727039 Integration with Other System Center Productshttp://go.microsoft.com/?linkid=9727040 Extending and Customizinghttp://go.microsoft.com/?linkid=9727041

32. www.microsoft.com/teched www.microsoft.com/learning http://microsoft.com/technet http://microsoft.com/msdn

34. Sign up for Tech·Ed 2011 and save $500 starting June 8 – June 31 st http://northamerica.msteched.com/registration You can also register at the North America 2011 kiosk located at registration Join us in Atlanta next year