Management

System Center Service Manager & Opalis Overview

Management

Agenda

• System Center core Products• Putting it all together… Service Manager• ITPA aka Run Book Automation: Opalis

Management

A Comprehensive Management Solution

Management

Management Portfolio

• Desktop Management• Server Management• Device Management• OS Deployment• App Deployment• Patch Management• Asset Intelligence• Desired Configuration

Management

• Multi-Hypervisor Management

• P2V & V2V• Quick Storage Migration• OpsMgr Integration• Intelligent Placement• Library & Web Portal• AD Integration• PowerShell

• Cross-Platform Monitoring

• Service Level Monitoring• Automate Routines• SCVMM Integration• 3rd Party Integration• End to End Service

Management• Reporting• Client Monitoring

• Protect Hyper-V• Protect SharePoint• Protect SQL• Protect Exchange• Physical & Virtual• X-Forest Protection• DR & Cloud Integration• Disk & Tape Backup• Continuous Data

Protection

Management

CONNECTORS

Asset ManagementSelf Service IT Business

IntelligenceService Level Management

Compliance and Risk

Service Manager The power is in the Integration

Automate and Deploy

Capacity and

Utilization

Inventory and Usage

Alert Managemen

t

Portal

Incident and Problem

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

Change and Release

Active Directory

Incident Management Restore service quickly

75 to 80% of all incidents are caused by poor change management

Automatic incident creation between Config and Ops Manager

Efficient resolution with knowledge base and history

Ensure accurate and efficient recording with pre-defined templates

33% of customers plan to automate change over the next three years

Change Management Minimize errors and reduce risk

Fill in information quickly using templates

Embed standard processes

Efficiently create change requests

Knowledge Management Reduce Time to Resolution

• Knowledge articles:• Customer, Partner, and Analyst authored

content• Capture existing knowledge published on

the Web• Links to external and local content• Ratings

• Searchable:• Full text• Keywords• Related incidents, change requests,

knowledge articles

Management

End User EmpowermentSelf Service Capabilities

The average cost of a single call is $25 to $30

Self Service Portals reduce calls by 30%

Provision SoftwareReset PasswordsCreate/view service requestsView announcementsSearch/view knowledge base

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

Data Warehouse: Business Intelligence for IT

• Integrated across System Center:• Demonstrate performance• Identify opportunities for services

improvement

• Data Warehouse repository database:• Database performance• Model data and prune to the right subset• Model driven

Management

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

Provance IT Asset Management Pack

• Process Management Pack

• Built on the Microsoft System Center platform

• Enhanced IT Service Management

• IT Asset Life Cycle Management

• Software Asset Management and License Compliance

IT Asset Life Cycle Management

• Control IT costs

– Compare and reconcile purchased inventory with discovery information from SCCM and SCOM

• Visibility and control of assets through entire life cycle

– From procurement to disposal

• Keep track of “out of band” assets

– Stored, On Repair, Retired/Disposed, Non-IP

• Manage asset deployment

– By user, location and department.– Locate and analyze

Software Asset Management

• Minimize software costs and maintain license compliance

• Establish software inventory based on purchasing records

• Assess inventory with deployment and usage information

– Utilizes SCCM and/or SCOM data– Determine true up requirements and re-

harvesting opportunities

• Assign and track software by devices or users

– CAL tracking– Allocate licenses by groups

Financial and Contract Management

• Improves decision support with supplemental cost, contract and organizational information

• Associate cost, contracts, leases, warranties and service agreements with assets

• Supports contract negotiations and vendor retainment/selection

• Supports refresh planning

• Notifications and alerts on contract expiry

– Facilitates optimized renewal and refresh planning– Avoid lease over run penalties

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

Configuration Management

(Physical & Virtual)

End-To-End Monitoring

Server Compliance

Data Protection &

Recovery

ALERT GENERATED

INCIDENT CREATED

INCIDENT RESOLVED

INCIDENT DIAGNOSED

INCIDENT CLOSED

SERVICE MONITORED

Scenario – Datacenter IntegrationEliminating costly downtime through auto detection

Service Manager Connector

Open ticket. Populate with data gatheredEvent

Validation

Gather CI service data,

check for known

outages

Update event with

ticket #Resolve incident

Update & close ticket

& eventVerify Resolution

7 minutes20 minutes 10 minutes 18 minutes

May require escalation and

lag time between

levels

3 minutes7 minutes 3 minutes

How much elapsed time?68 minutes of work time

Triage Diagnose Escalate Fix Report

Incident Management ProcessStep by Step

Event Mgmt

Service Desk

Asset/CMDB

Configuration

Virtual

Security

Storage

Server

Network

Triage & diagnose

Integrate service desks with data center tools

Update CI and assets systems

Coordinate audit, compliance and change

Orchestrate lifecycle management

Patch , user on-boarding, password reset

Provision, verify, manage & retire

Provision, verify, manage & retire

Provision, verify, manage & retire

IT Silos Silo Processes

Processes within an IT Silo

Open ticket. Populate with data gatheredEvent

Validation

Gather CI service data,

check for known

outages

Update event with

ticket #Resolve incident

Update & close ticket

& eventVerify Resolution

1 minute1 minute 1 minute 3 minutes seconds1 minute seconds

Less than 8 minutes total elapsed time

Monitor Ops Mgr

Alert

CheckService

availability

QueryRelated

CIs

LookupScheduled

changes

Create &populate

service deskticket

Update alert in

Ops Mgr

Restoreservice

Verifyservice

availability

UpdateOps Mgr

alert

Closeservice desk

ticket

Triage Diagnose Escalate Fix Report

Incident Management with OpalisStep by Step

Event Mgmt

Service Desk

Asset/CMDB

Configuration

Virtual

Security

Storage

Server

Network

IT Silos Cross-Silo Processes

Incident Response

Change & Com

pliance

Provisioning

Virtual Service Managem

ent

Cloud Computing

Processes across IT Silos

Event Mgmt

Service Desk

Asset/CMDB

Configuration

Virtual

Security

Storage

Server

Network

IT Silos VM Provisioning Process

Monitor Servicerequest

Stop VM

Updaterequest

Updaterequest

Update & closerequest

Clone newVM

Updateproperties

Remove from Ops Manager

Test VM DeployApplications

VerifyApplication

Add to Ops Manager

Create CIRetire CI

Createincident

Detach Storage

Detach Network Adapter

The Automated ProcessesAnalysis

Automate solutions Orchestrate processes Integrate tools

Incident Management • Event consolidation• Triage & diagnose• Escalate & repair• Connect event monitor and service

desk

• Event monitoring• Service desk• Scripts • Tools

Service Management& Provisioning

• Lifecycle management• Build• Provision• Tear down/power down

• Virtual Systems• Change, Service Desk• Asset, CMDB• Server• Network• Storage

Change & Configuration Management Across Platforms and Tools

• Audit and compliance• Patch and repair• Change and verify

• Change, Service Desk• CMDB• Patch tools• Backup

Where to Apply AutomationExamples

Improve service performance and availability

Orchestrate tasks across systems

Capability Value

Optimize resources and get consistent outcomes

Standardize and document manual processes

Lower costs & reduce manual, error prone

activities

Automate large volume and highly repetitive tasks

Simplify data center management

Integrate System Center with 3rd party tools

The Value of Automation

- 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

- Microsoft System Center Service Manager*

- Microsoft System Center Virtual Machine Manager*

- Microsoft System Center Data Protection Manager*

- Symantec Net Backup - VMware vSphere

The Opalis Integration Packs

11

The Solution

Action ServersData Store(Run processes)

GUI(Store process logic) (Design, manage, report)

Opalis Components

WorkflowDesigner

Operator’s Console

Integration Packs

Process Catalogs

Automation Platform

Incident Mgmt

Change & Compliance

Server/Service Management

(physical + virtual)

Asset - CMDB

Backup

Config mgmt

Event mgmt

Network

Provisioning

Security

Service Desk

Storage

Virtual

Management

OpalisDemo

Management

• Opalis can reduce costs, simplify management and optimize resources through:• Multi-vendor integration, no rip & replace or vendor lock-in• Pre-built activities & workflow processes to speed time to

value• Publish and subscribe data bus to share data and initiate

tasks within the silos• Configuration of workflows is done without coding or

scripting• Intelligent workflows with rule-based branching

System Center Opalis Value Proposition

Opalis technology granted to existing and new System Center server management suite customers

Server Management Suite EnterpriseServer Management Suite Datacenter

Simplified, costs effective and flexible licensing to scale to the datacenter

SMSE / SMSD

Opalis Technology Available through theSystem Center License Suites

System Center Roadmap

2010

vNext

vNext

vNext

V1

2009 and R2

2010

2007 R2

2007 R2

2007 SP1

2008

2008

2007 SP1

2007 SP1

2010 and R2

2008 R2

2007 SP2

V2 and V3

2010

2011 and R2

vNext

CY 2008 2009 2010 2011

R3

Management

Q&A

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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.