1. Walter Pitrof Microsoft Schweiz GmbH walterp@microsoft.com IT Service Management mit System Center Service Manager 2010

2. 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 3 rd Party Integration IT Process Automation with Opalis System Center Roadmap

4. Forget Something Lack of Procedures Backup Errors/Security Change Management Overloaded Weak Problem Detection Operator Error 40% Application Failure 40% Other 20% Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002 Source of Operational Problems Hardware/OS Network Power and Disaster OPERATIONS

5. People, Process, or Technology Problem?

7. CONNECTORSCONNECTORS Asset Management Self Service IT Business Intelligence Service Level Management Compliance and Risk Service Manager 2010 The Power is in the Integration Automate and Deploy Capacity and Utilization Inventory and Usage Alert Management Portal Workflows Knowledge Base Data Warehouse CMDB Authoring Change Active Directory

9. System Center common schema Object Model Based on Operations Manager IT 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 systems 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 Relationships

10. Configuration Items Demo

12. Empowering the End User User self-service portal Provision Software (Reset Passwords) with FIM Create/view service requests View announcements Search/view knowledge base Self Service Portal reduces help desk calls by 30%

13. Self-Service Portal - Incident Management Demo

14. Desired Configuration (Desired Configuration Monitoring in SCCM 2007 R2)

15. What our Customer data tells us Operational issues account for 76% of Critical Situations (CritSits) 6% due to KNOWN bugs- already fixed 48% Misconfiguration 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’)

16. Desired Configuration Management Vision Define configuration baselines ID required and prohibited configurations Audit compliance of Windows systems Core Scenarios: Detect server configuration “drift” Improve Helpdesk troubleshooting and “time-to-resolve” Regulatory compliance reporting Change verification

17. DCM Data flow in SCCM 2007 R2 DCM Digests ConfigMgr Admin Console ConfigMgr Server Windows Server 2008 CI CRM Application CI Antivirus Software CI ConfigMgr Database CRM Application Server Baseline ConfigMgr Client Managed Client WMI XML Registry IIS MSI 1 Configuration Items created by importing valid CI documents 2New Configuration Items authored 3Configuration Baseline defined using configuration items Configuration baseline targeted at managed client 4 DCM discovers CIs and validates data against rules 5Compliance report sent to ConfigMgr Server 6 Script SQL Software Updates File Active Directory Compliance State Tables

19. Incident Management Keep users and data center services up and running, and restore service quickly Process workflows Escalations Notifications Customizable templates Knowledge & History Automatic incident creation Desired Configuration Monitor (DCM) errors Operations Manager alerts Inbound Email Portal

20. Problem Management Enables 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

21. Incident and Problem Management Demo

23. Change Management Minimize errors and reduce risk Typical Change Models Standard, Major, Emergency… Review and Manual activities Customizable Templates Workflows and Notifications Analyst Portal Approvals via Web Relate Change Requests to Incidents, Problems and Config Items

25. Knowledge Management Reducing time to resolution Knowledge articles Customer, Partner, and Analyst authored content Local content and links to external content End User and Analyst Sections Ratings Knowledge Search Full text, keywords, categories Related incidents, change requests, problems Console and Web interfaces

26. Knowledge Management Demo

28. Service Manager Authoring Tool Drag 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

29. Service Manager Authoring Tool Demo

31. 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 for Microsoft System Center Service Manager Provance IT Asset Management Pack for Microsoft System Center Service Manager

32. Provance IT Asset Management Demo

33. ATEA Spintop’s (1/3)

34. ATEA Spintop’s (2/3)

35. ATEA Spintop’s (3/3)

37. Roadmap RTMRTM 2009 2010 H1H2 H1 H2 RCRC Beta 1 Beta 2 2008 CTP2CTP2

39. Addition Of Opalis To System Center Enables Process Automation 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

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

41. 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

42. Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network Automated Processes 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 Integration for Virtual Machine Manager 2008 R2 not yet RTM Detach Storage Detach Network Adapter

43. Opalis Demo

45. System Center Roadmap CY 2008200920102011