Service Manger Overview and Building a CMDB with Microsoft System Center Products

John TaylorManager, Enterprise Management & Monitoring Services

ClientDatacenter

Integration and Centralization

AutomationAction + Workflow +

Optimization

KnowledgeBest Practices

+ Design

Microsoft PlatformSkills + Technology

+ Ecosystem

Decrease Costs

Improve Service Delivery

Physical Virtual

Demonstrate Compliance

ServiceManager

IT MANAGEMENTSELF SERVICE IT ANALYSTCOMPLIANCE AND RISK

Incident and Problem Change

PortalWorkflows

Knowledge Base Data WarehouseCMDB

Authoring

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

Incident Management

• Incident KPI reports• Create custom reports• Knowledge reduces time

to resolution• Customer, Partner and

Analyst authored content• Links to External content• Content Ratings• Full Text Search

• Problem management -pro active approach to Incident management

• Create problem from multiple incidents

• Link problem to incidents, change requests

• Auto resolve incidents

ALERT GENERATED

INCIDENT CREATED

INCIDENT RESOLVED

INCIDENT DIAGNOSED

INCIDENT CLOSED

SERVICEMONITORED

IT Analyst / Operator

Integrated Self-Service Portal

• Provision Software

• Reset Passwords

• Create/view service requests

• View announcements

• Search/view knowledge base

Create Packages & Programs

Configure SM Portal

Advertisement Delivered

Software Deployed

User Requests Software

End User

Manager Approves Request

Manager

Change Management

Failure

GRC Program Manager

Operations Engineer

Man

agin

g Co

mpl

ianc

e

Provide Audit Trail

AutomationImplement Procedure

Map Control Objectives

ValidateSettings

Detect Failure

RecordResult

TakeAction

Activities• Process controls• Configuration settings• Monitoring

Reporting

Actions• Change control• GRC incident/issue• GRC problem

CorrectiveActions

Audit Trail• Compliance Reports• Compliance History

INCIDENT CREATED

INCIDENT DIAGNOSED

CHANGE REQUESTED

REMEDIATION ACTION

CLIENT MANAGED

DCM DRIFT

IT Analyst / Operator

Integrated across System CenterDemonstrate performance

Identify opportunities for service improvements

Data Warehouse repository database

Database Performance

Model data and prune to the right subsets

Built on SQL Reporting services

Model-driven

Data Warehouse: Business Intelligence for IT

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

Integrated System Center CMDBService Manager Configuration Management Database (CMDB) Schema

Common schema across System Center products

IT assets are represented as configuration items (CIs)

Incidents, change requests, and problems are represented as work items (WIs)

Service Manager CMDB FeaturesCreate, update, and view CIs

Create relationships among CIs, WIs, IT professionals, and Active Directory® Domain Services (AD DS) users

Automatically track CI change history

Service definition and mapping

Flexible solutions to automate common IT processes Deep integration

with other System Center products

Comprehensive, extensible platformfor orchestrating people, processes, and systems

Public SDKTools for IT and DevConnectors

Incident and Problem

Change

Portal WorkflowsKnowledge

Base

Data

CMDB

Authoring