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#MMS
Service Manager Integration with System Center
Nigel Cain, Senior Program ManagerMicrosoft Corporation
BB09
Session Objectives and Takeaways
Session Objectives: Show integration points between Service Manager and other System Center ProductsEncourage adoption of Service Manager
Key Takeaways:Service Manager works well with Configuration Manager 2007
Self-service Software provisioningDesired Configuration Management (DCM)
Service Manager works well with Operations Manager 2007Alert Incident creation & resolutionService definition and mapping
Service Manager enables data integration across the enterpriseCMDB + ConnectorsOpalis Integration Server
INTEGRATED EFFICIENT BUSINESS ALIGNED
CMDB
IT Process and Workflow Automation
Service Maps
Integrated Platform for Orchestrating People, Process, and Technology
Self Service Portal
Automated Notifications
Knowledge Base
IT Business Intelligence
Compliance and Risk Management
Asset Lifecycle Management
Service Manager: The Power Is in the Integration
Portal
Forms
Data Warehou
se
Workflows
Configuration Management
DB
Work
It
em
s
Con
fig
ura
tio
n I
tem
s
Kn
ow
led
ge
ProblemChange Incident
AssetCompliance & Risk
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
Enable Self-service to Lower Costs and Increase End-user Satisfaction
Integrated Self-Service PortalThe 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
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
demo
Self-service Software Provisioning using Service Manager & Configuration Manager
System Center integration for the IT Analyst
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
CI WI
Knowledge Articles Models WorklowsConfig
Items•Computers •Users•Services
Work Items•Incidents•Change Requests
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
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
CONNECTOR
ALERT GENERATED
INCIDENT CREATED
INCIDENT RESOLVEDINCIDENT DIAGNOSED
CONNECTOR
INCIDENT CLOSED
Scenario: Automating SCOM Alert Incident
SERVICE MONITORED
IT Analyst / Operator
demo
Alert to Incident Creation using Service Manager & Operations Manager
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
Compliance Management
Major scenariosReduce operational cost by managing deviation from standardized configurationManage regulatory compliance
Service Manager works with DCM to help with bothRegulatory compliance is focus of additional solution (BI03)
INCIDENT CREATED
INCIDENT DIAGNOSED
CHANGE REQUESTED
REMEDIATION ACTION
CLIENT MANAGED
DCM DRIFT
Scenario: Automating Compliance with DCM
IT Analyst / Operator
demo
Compliance Management using Service Manager and Configuration Manager DCM
Data Integration using Service Manager
Charlie ChaseGroup Program ManagerMicrosoft Corporation
CMDB + Connectors = Data Integration
Configuration Management Database (CMDB) storesConfiguration Items (CI) = computers, software, usersWork Items (WI) = incidents, problems, change requestsRelationships between CIs and between CIs and WIs
CMDB schema is extensible using Management Packs and Authoring Tool
Common schema shared with SCOMAuthoring 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 synchronizationService Manager ships with Connectors for SCCM, SCOM and Active Directory
Data integration with other products is provided by Opalis Integration Server
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
BMC Atrium CMDB
BMC Remedy AR System
BMC Event Manager
BMC Patrol
BMC BladeLogic Operations Manager
CA AutoSys
CA eHealth
CA Service Desk
CA SPECTRUM
CA Unicenter NSM
VMware VI / vSphere
Symantec VERITAS NetBackup
HP Operations for UNIX
HP Operations Windows
HP Operations Solaris
HP Network Node Manager
HP Service Desk
HP Service Manager
HP Asset Manager
HP iLO 2
IBM Tivoli Enterprise Console
IBM Tivoli Netcool/Omnibus
IBM Tivoli Storage Manager
EMC Smarts InCharge
Flexible solutions to automate common IT processes
ITIL / MOFWorkflowsSelf-service
Deep integration with other System Center products
Configuration MgrOperations MgrActive Directory
Comprehensive, extensible platform for orchestrating people, processes, and systems
Public SDKTools for IT and DevConnectors
Incident and Problem
Change
Portal WorkflowsKnowledge
Base
Data Warehouse
CMDB
Authoring
Summary – Service Manager 2010
Service Manager is Ready for YouCustomers 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
2012
H1
H1
V12010
2011SP1
H1
H2
R2
System Center Service Manager Roadmap
H2
Compliance
Solution
Authoring Tool
R2Beta
Call To Action & ResourcesEvaluate & 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 Courseware50217: Planning, Deploying and Managing Service Manager 2010 (4 days) -May50377: Extending Service Manager 2010 (1 day) – June/July
Get Involved in the CommunityBlog: http://blogs.tecnet.com/servicemanager Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager Twitter: Use #SCSM and #ServiceManager hashtags
Setup and Deployment http://go.microsoft.com/?linkid=9727037Incident and Change Management http://go.microsoft.com/?linkid=9727038Data Warehouse and Reporting http://go.microsoft.com/?linkid=9727039Integration with Other System Center Products http://go.microsoft.com/?linkid=9727040Extending and Customizing http://go.microsoft.com/?linkid=9727041
Available April 23!
© 2010 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.
