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System Center Service Manager 2010
Ketan Ghelani, Marc UmenoCorina Feuerstein, Darko Vukovic
Program Managers
Microsoft Corporation
SESSION CODE: MGT313
Session Objectives and TakeawaysSession Objectives:
Service Manager – Extending the value of System Center SuiteDemo Palooza – Service Manager in action
Key Takeaways:Service Manager is an integrated platform with rich set of built in solutionsService Manager as a platform enables partners and customers to extend their knowledge and processes
INTEGRATED EFFICIENT BUSINESS ALIGNED
CMDB
IT Process and Workflow Automation
Service Maps
Integrated Platform for Orchestrating People, Process, and Technology
Self Service Portal
Automated Routing
Knowledge Base
IT Business Intelligence
Compliance and Risk Management
Asset Lifecycle Management
Service Manager RTM Facts
From the Customers57 customers in productionOver 300 RDP customers
From the Partners11 ISVs with solutionsSystem Integrators readyOpportunity to deliver value
From Microsoftwww.microsoft.comXBox LiveMSITSolution Accelerators
From the Engineers10,000+ Bagels consumed250+ DCRs accepted from customers
Customers Love the Integration, ROI, & Simplicity! 57+ Customers Already in ProductionEquiniti “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
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
SI Partners Ready to Support Service ManagerCDW“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
Service Manager: The Power Is in the Integration
Portal
Forms
Data Warehou
se
Workflows
Configuration Management DB
Wor
k Ite
ms
Confi
gura
tion
Item
s
Know
ledg
e
ProblemChange Incident
AssetCompliance & Risk
Starting the Tour Integrated CMDB
Common System Center Model
Easy to configure and populate
Incident Management & Problem Management
Reporting and Dashboards
Self Service Software Request
Forefront Identity Manager Integration
Example: Configuration Data supports Service Desk
ConfigMgr Connector
Computer DataHW and SW Inventory
DCM, SW Updates
End User’sComputer
User DataContact InfoOrganization
End User
CI DataAD User
Windows Computer
Configuration Manager
Active DirectoryDomain Controller
Helpdesk Analyst
Incident aboutEnd User’s Computer
AD Connector
Service Manager
Importing Data from Active Directory and Configuration Manager
Marc Umeno
demo
The Tour Continues
Integrated CMDB
Incident Management & Problem
Management Quickly restore service through routing and
knowledge
Easily adapt your process and workflows
Reporting and Dashboards
Self Service Software Request
Forefront Identity Manager Integration
Incident Management Process Document the process
Visualize the process
Map the process
Classify / Route
Record
Record
Record
Tier 2
HR Apps
Tier 1
Closure
No
No
Yes
YesContinue
TroubleshootingEscalate
Resolved
Data Center Alerts
!
SOURCES RECORD QUEUESTRIAGE
RESOLUTIONESCALATION
CLOSURE
CLASSIFICATIONROUTING
Demo Scenario
OM ConnectorCreates Incident
OM Server
Mail Server
Email WorkflowCreates Incident
Portal WorkflowCreates Incident
Tier 2 -Darko
OM Incidents
Troubleshoots using Knowledge and Service Maps
Posts Announcement
ResolvesProblem
Resolves IncidentsNotifies Users
SM Workflow
Relates IncidentsAnd Creates a Problem
RecordAssigns to Darko
HR WebIncidents
HR Apps – KetanHR Web
Support
Triggers Alert
Emails
Creates Request
UsingPortal
HRWeb Errors
Corina
Marc
!
Service Manager
SOURCES RECORD QUEUESTRIAGE
RESOLUTIONESCALATION
CLOSURE
CLASSIFICATIONROUTING
Document the process Visualize the process Map the process Implement the process
Incident & Problem ManagementConfiguring, Routing, ClassificationWorkflows
Ketan GhelaniMarc UmenoDarko VukovicCorina Feuerstein
demo
The Tour Continues Integrated CMDB
Incident Management & Problem Management
Reporting and Dashboards
Data Warehouse Platform for IT Business Intelligence
Create and Adapt Reports to Support Continuous Improvement
Self Service Software Request
Forefront Identity Manager Integration
Data Warehouse Drives Continuous Improvement
IT ManagerAnalyst
Data Warehouse
SCSM
ETL
Insert/Update
View Report
s
Manage & Analyze within the Console
20+ reports in the box
Built on top of Microsoft BI
stack
Extensible platform
Incident Reports and DashboardKetan Ghelani
demo
The Tour Continues
Integrated CMDB
Incident Management & Problem
Management
Reporting and Dashboards
Self Service Software Request
Enable end user software request
End to end automation with approvals
Forefront Identity Manager Integration
Scenario: Automating End-user Software Request
Create Packages & Programs
Configure SM Portal
Advertisement Delivered
Software DeployedEnd User Requests Software
End User
Manager Approves Request
Manager
Self Service Software RequestDarko VukovicCorina Feuerstein
demo
The Tour Continues
Integrated CMDB
Incident Management & Problem Management
Reporting and Dashboards
Self Service Software Request
Forefront Identity Manager Integration
Forefront Identity Manager IntegrationMarc UmenoSenior Program Manager Lead
Forefront Identity Manager and Service Manager are ComplementaryService Manager: central hub for requests, orchestrating work between people/process/systems, and tracking history for compliance & auditingForefront Identity Manager: automation of identity management processes including identity synchronization, certificate and password management, and user provisioningBoth products enable different aspects of self-service, which dramatically reduces the cost of supporting users
Identity Manager
Group Membership
User Provisioning
Password Reset
AD Data Management
Service Manager
CMDB
IT Process Automation
Incident & Change Management
Data Warehouse / Reporting
FIM and Service Manager can be Integrated
Whitepaper being developed by MCS, will publish in Q3 2010Scenarios: User provisioning, password reset, AD group membership
FIM 2010
FIM Sync Service
FIM Service
Portal
FIM CM
Service Manager
Management Packfor FIM Automation
SM Console UI
DW
HR Database
ActiveDirectory
Web Service
CMDB
End User Desktop
FIM Client
Approvals
Self-Service Password Reset Automated
Change Request
Assisted Password Reset
WF
Contractor Provisioning
AD Group Membership
Demo: Integrated Password Reset
AD
DW
AD Data Import
AD Data SyncReset Password
User Desktop Reset
Help Desk Call
User
User
Change Request
FIM
SM
Log DesktopPassword Reset
Perform AssistedPassword Reset
Offline Reporting
Forefront Identity Manager IntegrationMarc Umeno
demo
The Tour Completed
Integrated CMDB
Incident Management & Problem Management
Reporting and Dashboards
Self Service Software Request
Forefront Identity Manager Integration
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
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 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!
Submit your evaluations and be eligible to win cool prizes!
Please Complete An Evaluation FormYour input is important!
Two ways to access online evaluation formsCommNet and evaluation stations located in hallwaysoutside breakout roomsFrom any wired or wireless connection tohttp://mms-2010.com
Related Content
MGT201 - Automating and Simplifying Compliance and Risk with System CenterMGT313 - Microsoft System Center Service Manager 2010: Drilldown
MGT06-INT - Automating and Simplifying Compliance and Risk with Microsoft System Center and Service Manager 2010MGT05-INT - Ask the Experts: Implementing Your Scenarios in Microsoft System Center Service Manager 2010MGT07-INT - Extending and Customizing Microsoft System Center Service Manager
Management Track ResourcesDon’t forget to visit the Management TLC area (Red Section) to see product demos and speak with experts about the System Center solutionsYou can also find the latest information about the System Center products at the following links
System Center Site – http://www.microsoft.com/systemcenter/ System Center Community –http://www.microsoft.com/systemcenter/en/us/community.aspx TechNet Home Page – http://technet.microsoft.com/en-us/systemcenter/ TechNet Community – http://technet.microsoft.com/en-us/systemcenter/cc511266.aspx
Resources
www.microsoft.com/teched
Sessions On-Demand & Community Microsoft Certification & Training Resources
Resources for IT Professionals Resources for Developers
www.microsoft.com/learning
http://microsoft.com/technet http://microsoft.com/msdn
Learning
Complete an evaluation on CommNet and enter to win!
Sign up for Tech·Ed 2011 and save $500 starting June 8 – June 31st
http://northamerica.msteched.com/registration
You can also register at the
North America 2011 kiosk located at registrationJoin us in Atlanta next year
© 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.
JUNE 7-10, 2010 | NEW ORLEANS, LA