2. Microsoft® System Center Service Manager 2010 Nigel Cain nigel.cain@microsoft.com Management track

3. 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

4. Service Manager: The Power Is in the Integration Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance & Risk

5. BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk 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 Service Manager Value Proposition Enable self-service to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere

6. DEMO Enable Self-service to Lower Costs and Increase End-user Satisfaction

7. 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

8. Scenario: Automating End-user Software Request Create Packages & Programs Configure SM Portal Advertisement Delivered Software Deployed End User Requests Software End User Manager Approves Request Manager

9. DEMO Self-service Software Provisioning using Service Manager & Configuration Manager

10. SYSTEM CENTER INTEGRATION FOR THE IT ANALYST

11. SC Integration Overview CMDB 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 Work Items are synchronized via workflows CM – unidirectional into the CMDB for DCM baseline violation as Incidents OM – Bidirectional for Incidents generated from Alerts

12. BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk 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 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

13. SC Integrated Incident Management Incidents from Alerts address these aspects Downtime Awareness Action Communication Time to resolution Context of the problem Applicability of existing solution Communication

14. ALERT GENERATED INCIDENT CREATED INCIDENT RESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED Scenario: Automating SCOM Alert  Incident SERVICE MONITORED IT Analyst / Operator

15. DEMO Alert to Incident Creation using Service Manager & Operations Manager

16. BUSINESS Realize value of the IT investment Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk 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 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

17. 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)

18. INCIDENT CREATED INCIDENT DIAGNOSED CHANGE REQUESTED REMEDIATION ACTION CLIENT MANAGED DCM DRIFT Scenario: Automating Compliance with DCM IT Analyst / Operator

19. DEMO Compliance Management using Service Manager and Configuration Manager DCM

20. 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

21. 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

22. 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

23. Customers Love the Integration, ROI, & Simplicity! 57 Customers Already in Production 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

24. ISV Partners Delivering Solutions with Service Manager 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

25. SI Partners Ready to Support Service Manager 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

26. 2012 H1 2010 2011 H1 H2 System Center Service Manager Roadmap H2

27. platform Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring Summary – Service Manager 2010

28. Call To Action & Resources Evaluate & Deploy Service Manager 2010 RTM –Hosted test drive & labs –Download installable RTM Evaluation Version http://www.microsoft.com/systemcenter/en/us/default.aspx#download-trials Get Trained - Microsoft Official Curriculum Courseware –50217: Planning, Deploying and Managing Service Manager 2010 (4 days) –50377: Extending Service Manager 2010 (1 day) Get Involved in the Community –Blog: http://blogs.tecnet.com/servicemanagerhttp://blogs.tecnet.com/servicemanager –Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanagerhttp://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager –Twitter: Use #SCSM and #ServiceManager hashtags 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