1. Systems Center Service Manager Overview
Paul Butterworth
Technology Lead, Management
Microsoft UK
© 2006 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.

2. Microsoft Management Summit 2007 March 26-30, 2007 | San Diego, CA
2/10/2018 5:43 PM
Agenda
The Road to Dynamic Management
Optimizing Service Support
Managing Your Assets
Controlling Change
Adapting to the Business
Extending to Meet Future Needs
Project Roadmap
Resources
© 2006 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.

3. Microsoft Management Summit 2007 March 26-30, 2007 | San Diego, CA
2/10/2018 5:43 PM
Optimizing Your Environment
Rationalized
Dynamic
Standardized
Basic
Dynamic Systems Initiative
© 2006 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.

4. Enabling Dynamic Systems
Microsoft Management Summit 2007
March 26-30, 2007 | San Diego, CA
2/10/2018 5:43 PM
Enabling Dynamic Systems
CMDB
Business Aware
People Ready
Processes
Management Tools
Knowledge Driven
Integrated
Applications and Services
Transparent
Adaptable
Workflows
Portals
Decision support
OpsMgr 2007
ConfigMgr 2007
Group Policy
Write Runbooks
Gather Instrumentation
Virtualize Apps
Author Policies
Context Driven Workflows
Integrated Management Infrastructure
Self describing applications and services
© 2006 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.

5. System Center Service Manager
Automated MOF/ITIL Processes
Incident Management
Problem Management
Change Management
Asset Lifecycle Management
Reporting
Trend Reports
Ad-hoc Reporting
Performance Metrics
Dashboards
Integrated Reporting
Self-Service
Provisioning
Knowledge Search
Service Requests
All built on existing Microsoft platform technology
Knowledge base is built on Sharepoint
Forms is built on a combination of InfoPath client and InfoPath server
Data Warehouse is SQL 2005 and SQL reporting services
Windows Workflow Foundation, security and credential management added
Almost amazing we never did it before
CMDB is built outside the Service Manager team
Common model library, how things should look in a DSI world
CMDB
Workflow
Knowledge
Data Warehouse
Forms
MGT302

6. Optimizing Service Support Incident Management
2/10/2018 5:43 PM
Optimizing Service Support Incident Management
Out-of-the-box implementation of core ITIL functionality
Reduce call handle time with instant access to related asset and system health information
Map the system to your business with user defined queues, SLA metrics, and escalation policies
Track team and overall progress through built-in performance dashboards and trending reports
Find answers quickly and accurately through a single unified search engine
Automatic incident creation and escalation from services monitored by Operations Manager 2007
Focus mainly on ITIL but integrate some of the stuff we have specialised in MOF
-Taxonmies
-Key Metrics we need to track
Handle tickets
Assign them to queues
Have escalation workflows
Capture key metrics like time to resolution
First call resolution rate
Not one of our most innovate features, its not the innovation of the process its the efficiency of the tools, not having multiple tools where you copy and paste between them. SCOM SCCM integration where it all gets pulled together.
Problem management
Linking incidents
MGT302

7. Optimizing Service Support Self Service
2/10/2018 5:43 PM
Optimizing Service Support Self Service
Provide a centralized, easy to use interface for end users to get information
Health of their services
Relevant announcements from IT
Status of their requests
Reduce calls to the helpdesk by enabling end users to solve their own problems
Search knowledge base
List of common issues
Create service requests
Reduce service requests by enabling end users to request software and OS deployments to their own assets
Built on ‘Change Management’ it fully supports review, license count check, approval and scheduling workflows
Users only see software they are allowed to request
Bare metal provisioning, O/S upgrade
SM is only doing the association and authentication of charge.
Allows users to search corporate knowledgebase, escalation to with automated creation, of ticket
MGT302

8. Manage Your Assets More than inventory! Built in Connectors
2/10/2018 5:43 PM
Manage Your Assets
More than inventory!
Rich SML models of assets and their relationships
Built in Connectors
SMS 2003, SCCM 2007, OpsMgr 2007, Active Directory
Extendable by partners and customers
Manage the lifecycle of assets from procurement to disposal
Audit actual vs. desired asset configuration
Tracking ownership
Ensuring what you think you have actually exists
Basic license counting
Full license compliance looking forwards, additional components being looked at.
MICROSOFT CONFIDENTIAL
© 2006 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.

9. 2/10/2018 5:43 PM
Controlling Change
Out-of-the-box implementation of core ITIL functionality
Standard RFC fields (links to affected CIs, reason, priority, impact, etc.)
Support all roles (initiators, reviewers, approvers, implementers)
Workflows for Minor, Standard, and Urgent RFCs
Accurately create RFCs by initiating directly from incidents or assets
Fill in RFC information quickly using a template system for pre-defining common RFC data
Automatically update the CMDB when RFCs are completed
Measure performance and effectiveness through dashboards and reports
Most complicated area, most complex set of workflows and forms
Change Initiator, Reviewers, approvers
Multiple review stages
Schedule change implementation
Workflows behind the scenes.
notifications, tracking approvals, tracking work items or activities associated with the change.
Measure performance on current changes outstanding changes, Stagnating changes, changes that need escalating
MICROSOFT CONFIDENTIAL
© 2006 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.

10. Adapting to the Business
2/10/2018 5:43 PM
Adapting to the Business
Simple Setup
Wizard driven setup
Support simple and complex deployment topologies
Easy Configuration
Wizard driven system configuration for connectors, queues, user roles
Completely Customizable
Forms editable through InfoPath
Knowledge editable through Word
Workflow and solutions configured through simple forms
Fully Extensible
Extend CMDB and DW schemas
Create new forms, workflows, reports, tasks, knowledge, portal features, connectors, etc.
Scalable solution that grows with the size of the business
MICROSOFT CONFIDENTIAL
© 2006 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.

11. Extending To Future Needs Solution Packs
Forms and Templates
Workflows
Model Extensions
Knowledge Articles
Connectors
Portal Features
Solution Configuration
Views, Tasks, Actions
Reports
2/10/2018 5:43 PM
Extending To Future Needs Solution Packs
MICROSOFT CONFIDENTIAL
© 2006 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.

12. Extending To Future Needs Solution Packs
2/10/2018 5:43 PM
Extending To Future Needs Solution Packs
Incident Management Solution Pack
Knowledge
Articles
Incident Forms
Incident
Types
Workflows
Reports
OpsMgr 2007 Connector
Desired Configuration management, SSD/xml schema
files, WMI, registry items
Operating system level, Configuration items, application level
Some Common pieces but completely customizable
Similar Concept as sealed management packs.
CMDB
Workflow
Knowledge
Data Warehouse
Forms
MGT302

13. Extending to Future Needs Built on Latest Microsoft Technologies
2/10/2018 5:43 PM
Extending to Future Needs Built on Latest Microsoft Technologies
SML Platform
SQL Server 2005 SP2 & SQL Reporting Services
All databases are hosted on SQL Server
Reporting is served through Reporting Services
.NET Framework 2.0 & 3.0
Analyst Console is managed code
Windows Workflow Foundation (WWF) - workflows and linking framework
Windows Communication Foundation (WCF) - SDK/remote access layer
SharePoint 2007
Document library and IT portal are hosted on SharePoint
Search engine drives search for SD
Forms server serves InfoPath forms in browser
Office 2007
InfoPath is used to display forms in the Analyst console
Word is used to author knowledge
PowerShell
MAML. Microsoft assistance markup language
Search capabilities
© 2005 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

14. Project Timeline 2/10/2018 5:43 PM
2Q 2007
Beta 1
Incident SP
Change SP
SMS/AD integration
Self-service provisioning
3Q 2007
Beta 2
Asset SP
OpsMgr ‘07 integration
SCCM ‘07 integration
Reports
4Q2007 RC
Perf/Scale
Address customer feedback
Stabilize
2HCY08
RTM
Quality
© 2005 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

15. Microsoft Management Summit 2007 March 26-30, 2007 | San Diego, CA
2/10/2018 5:43 PM
Key Takeaways
If you have SMS, SCCM or OpsMgr 2007 then Service Manager is the best ITSM solution you can choose
Service Manager provides out of the box implementations of “best practice” knowledge and workflows
Service Manager provides a completely customizable platform that can be extended to meet business needs
Service Manager is the best solution for capitalizing on the enormous commitment Microsoft is putting in to SML
Service Manager is built on many of Microsoft’s best technologies
© 2006 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.

16. Microsoft Management Summit 2007 March 26-30, 2007 | San Diego, CA
2/10/2018 5:43 PM
Resources
Beta 1 Signup
Online Resources
© 2006 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.

17. © 2007 Microsoft Corporation. All rights reserved
© 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.
© 2006 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.