BB09: Service Manager Integration with System Center

BB09: Service Manager Integration with System Center

#MM BB09 S Service Manager Integration with System Center Nigel Cain, Senior Program Manager Microsoft Corporation 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 Integrated Platform for Orchestrating People, Process, and Technology INTEGRATED EFFICIENT BUSINESS ALIGNED CMDB Self Service Portal IT Business Intelligence

IT Process and Workflow Automation Automated Notifications Compliance and Risk Management Service Maps Knowledge Base Asset Lifecycle Management Service Manager: The Power Is in the Integration Complianc e & Risk

Change Knowled ge Configuration Management DB Configuratio n Items Workflo ws Incident Problem Work

Items Porta l Asset Forms Data Warehou se 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 IT SERVICE MANAGEMENT GOALS DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Realize value of the IT investment BUSINESS Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce

business risk Enable Self-service to Lower Costs and Increase End-user Satisfaction 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 Scenario: Automating End-user Software Request Create

Packages & Programs Configure SM Portal End User Requests Software End User Manager Approves Request Manager Advertisement Delivered

Software Deployed Self-service Software Provisioning using Service Manager & Configuration Manager demo System Center integration for the IT Analyst SC Integration Overview Config Items Configuration Items are synchronized via Knowledg

connectors unidirectional into the CMDB e Articles CM Computers with inventory, collections, DCM baselines OM MP inventory, distributed applications AD Users, groups, printers, computers Computers Users CI Services Models Work Items Work Items are synchronized via workflows

Worklows CM unidirectional into the CMDB for DCM baseline violation as Incidents OM Bidirectional for Incidents generated from Alerts Incidents Change WIRequests CMDB 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

IT SERVICE MANAGEMENT GOALS DATA CENTER Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Realize value of the IT investment BUSINESS Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk

SC Integrated Incident Management Downtime Awareness Action Communication Time to resolution Context of the problem Applicability of existing solution Communication Incidents from Alerts address these aspects Scenario: Automating SCOM Alert Incident SERVICE MONITORED

ALERT GENERATED INCIDENT CREATED INCIDENT DIAGNOSED INCIDENT RESOLVED CONNECTOR INCIDENT CLOSED CONNECTOR IT Analyst / Operator

Alert to Incident Creation using Service Manager & Operations Manager demo 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 IT SERVICE MANAGEMENT GOALS DATA CENTER

Improve reliability Reduce server downtime and improve time to resolution in the data center Simplify compliance and risk mgmt Realize value of the IT investment BUSINESS Adapt to ever-changing needs of the organization Automate compliance mgmt to reduce business risk 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) Scenario: Automating Compliance with DCM CLIENT MANAGED DCM DRIFT INCIDENT CREATED INCIDENT DIAGNOSED IT Analyst / Operator

CHANGE REQUESTED REMEDIATION ACTION Compliance Management using Service Manager and Configuration Manager DCM demo Data Integration using Service Manager Charlie Chase Group Program Manager Microsoft Corporation 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 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 HP Operations for UNIX BMC Remedy AR System HP Operations Windows BMC Event Manager HP Operations Solaris BMC Patrol HP Network Node Manager BMC BladeLogic Operations Manager

HP Service Desk CA AutoSys HP Service Manager CA eHealth HP Asset Manager CA Service Desk HP iLO 2 CA SPECTRUM IBM Tivoli Enterprise Console CA Unicenter NSM

IBM Tivoli Netcool/Omnibus VMware VI / vSphere IBM Tivoli Storage Manager Symantec VERITAS NetBackup EMC Smarts InCharge Summary Service Manager 2010 Flexible solutions to automate common IT processes ITIL / MOF Workflows Self-service Deep integration with

other System Center products Configuration Mgr Operations Mgr Active Directory Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Incident and Problem Change Portal Authoring Workflows

Knowledge Base Data Warehouse CMDB 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. Were 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 weve 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 System Center Service Manager Roadmap 2012 H1 R2 R2

H2 Beta 2011 SP1 H1 Complian ce Solution Authorin g Tool H2 2010

V1 H1 Call To Action & Resources Evaluate & Deploy Service Manager 2010 RTM Hosted test drive & labs Setup and Deployment Incident and Change Management Data Warehouse and Reporting Integration with Other System Center Products Extending and Customizing http://go.microsoft.com/?linkid=9727037 http://go.microsoft.com/?linkid=9727038 http://go.microsoft.com/?linkid=9727039 http://go.microsoft.com/?linkid=9727040 http://go.microsoft.com/?linkid=9727041 Available April 23!

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) -May 50377: Extending Service Manager 2010 (1 day) June/July Get Involved in the Community Blog: http://blogs.tecnet.com/servicemanager Forum: http:// social.technet.microsoft.com/forums/enUS/systemcenterservicemanager 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.

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