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[TITLE] Managing the Server Lifecycle with Sytem
Center
[Name] [Title]
Microsoft Corporation
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Today’s Enterprise IT Management Challenges • CapEx / OpEx Budget Pressures
• Skill Availability
• Service Availability
• Increasing Compliance Demands
• Consolidation
• Business Service Levels
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Addressing the Challenges with System Center
Client Datacenter
Integration and Centralization
Automation Action + Workflow +
Optimization
Knowledge Best Practices
+ Design
Microsoft Platform Skills + Technology
+ Ecosystem
Decrease Costs
Improve
Service Delivery
Physical Virtual
Demonstrate Compliance
Service
Manager
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Service Manager 2010 Integrates Microsoft Management Solutions
Completing support for the IT service lifecyle
Assess Inventory & Compatibility
Deploy OS & Applications
Manage User Access Backup, Repair & Restore
Orchestrate People, Process
&Technology
Monitor Performance & Configuration
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Integrated Client Management Suite Drive Simplification of Management Through Standardization
Single infrastructure for end to end
management lowers deployment cost
Standardized user environment lowers
training and operational costs
Common knowledge and rules engine
accelerates ROI and improves processes
Simple, cost effective, and flexible
licensing eases procurement process
Assess Inventory
& Compatibility Deploy OS & Applications
Manage User
Access
Backup, Repair, & Restore
Incident, Problem
& Change Management
Monitor Performance
& Configuration
Suite Licensing Lowers Capital Expenditure While Supporting Unified Management
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Case Study
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Service Manager 2010 The Power Is in the Integration
Portal
Forms
Data Warehouse
Workflows
Configuration Management
Database W
ork
Ite
ms
Co
nfi
gura
tio
n
Ite
ms
Kn
ow
led
ge
Problem Change Incident
Asset Compliance & Risk
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Integrated Efficient Business Aligned
•CMDB
•IT Process and workflow Automation
•Service Maps
An Integrated Platform for Orchestrating People, Process, and Technology
•Self Service Portal
•Automated Notifications
•Knowledge Base
•Asset Management
•Compliance and Risk Management
•Informed Decision Making
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Anatomy of Service Manager 2010
Data Warehouse Database
Configuration Manager 2007
Server
End Users IT Operations IT BusinessAnalyst
Independent Software Vendors
Operations Manager 2007
Server
Active Directory Domain Controller
Service Manager 2010 Software Development Kit
Configuration Management Database
Service Manager Platform Infrastructure
Other External Systems
ISV Developed Process
Management Packs
Process Management Packs Included in Service Manager
Incident Management Problem Management Change Management
Self-servicePortal
Service Manager 2010 Console
Service Manager 2010 Connectors
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Service Manager 2010 Performance and Scale
Service Manager Performance Testing
Criteria Test Details
Performance Time to Complete Task
Over 60 scenarios evaluated across every SM feature
Load Continuous UI and Workflow Load
Actual consoles running in loop creating incidents and change requests resulting in UI and workflow load
Standard Data Profile
20K users & computers 40-50 consoles
200K CIs and 2M+ rows in DB; Used 4 machines with recommended standard hardware (Dual quad-core CPUs, 8GB RAM)
Large Scale Data Profile
50K users & computers 80-100 consoles
500K CIs, 5M+ rows in DB; Standard hardware, except 32GB RAM for database server
• Good results from scale and performance testing for both 20K and 50K user profile
• Larger scale possible for scenario-specific solutions
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Recommended Deployment Topologies
Increase # of Servers to Address Scale
Management Group A
Management Group B
Management Group DW_C
Introduce NLB and Clusters for Availability
Connect Multiple SM Mgt Groups to Same DW
Separate Components for Better Performance
Required: Windows Svr 2008/R2 SQL 2008 SP1
Web Portal SSRS
SMDB
DWDBs
Web Portal
Analyst Console
Portal Server
Management Server
Workflows
SM Database
DW Management Server
DW Databases
SSRS
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Network Considerations
Same LAN
SM Management Server
SM DB
WAN
Terminal Server
>150 ms Latency
5724 1433
443
1433
Diff. Domain
Portal Web Site
Portal Web Server
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Integrated System Center CMDB
Service 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 Features
Create, 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
INTEGRATED | EFFICIENT | BUSINESS ALIGNED
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Knowledge Management Reducing 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
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Integration with Active Directory and Operation Manager and
Configuration Manager
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Scenario
OM Connector Creates Incident
OM Server
Mail Server
Email Workflow Creates Incident
Portal Workflow Creates Incident
Tier 2 -Darko
OM Incidents
Troubleshoots using
Knowledge and Service Maps
Posts Announcement
Resolves Problem
Resolves Incidents Notifies Users
SM Workflow
Relates Incidents And Creates a
Problem Record Assigns to Darko
HR Web Incidents
HR Apps – Ketan
HR Web Support
Triggers Alert
Emails
Creates Request
Using Portal
HRWeb Errors
Corina
Marc
Service Manager
SOURCES RECORD QUEUES TRIAGE
RESOLUTION ESCALATION
CLOSURE
CLASSIFICATION ROUTING
Document the process
Visualize the process Map the process
Implement the process
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Average cost of a 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
Empowering Users with a Self-Service Portal
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Self-service Portal
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Incident Management Restore service quickly
75 to 80% of all incidents are caused by improper change management
Provides efficient resolution with knowledge base and history
Helps ensure accurate and efficient recording with pre-defined templates
System Center Configuration Manager and System Center Operations Manager can automatically create incidents
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33% of customers plan to automate change management in the next 3 years
Change Management Minimize errors and reduce risk
Integrated workflows help ensure consistent processes
Automated workflows are based on industry standard processes
Allows efficient creation and approval of change requests
Enter information quickly using predefined or custom templates
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Incident & Problem Management Configuring, Routing, Classification
Workflows
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Business Intelligence for IT • Integrated across System Center
– Easy installation through Service Manager setup
– Supports Configuration Manager, Operations Manager, and Active Directory integration knowledge
• Data Warehouse repository database – Store large amounts of dimension
and fact data
– Provide a historical record
– Retain data groomed from the CMDB
– Model-driven: MP extends DW schema
20+ reports in the box
Built on top of Microsoft BI stack
Extensible platform
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Incident Reports and Dashboard
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Extending System Center Service Manager
• User Interface
• Data Model
• Workflow
• Reports
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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
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Partners to go to…
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all in.
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Incident Management Keep users and data center services up and running, and
restore service quickly • Embed standard process:
– Define escalations
– Define categories
• Predefined templates ensure accurate and efficient recording
• History and knowledge base supports fast diagnosis
• Automatic incident creation with Desired Configuration Monitor (DCM) errors and Operations Manager alerts
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Change Management Minimize errors and reduce risk
• Embed standard processes
– Review stages and activities
– Fields for standard information like change type and priority
• Efficiently create change requests:
– From CIs
– From incident management
• Fill in information quickly using templates:
– Predefined templates
– Flexibility to adapt
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[PRESENTATION TITLE]
[PRESENTATION TITLE] Deployment on Virtualized Fabric
• DOs – 8+ GB of Memory (RAM) for Management Servers
– 2+ CPUs for each Management Server
– 2+ CPUs for each SQL Server
– If CPU Utilization is Near 100 percent, Add Virtual CPUs
• DON’Ts – Don’t put SM and DW DBs on Same VM
– Don’t use Dynamic Virtual Hard Drive (VHD)
– Don’t Allocate More Virtual CPUs than the Number of Available Logical CPUs
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Putting it all Together
Recipe for Success on the Job (5 Step Program)
Start with “What you want to monitor…”
Use Configuration Manager for Asset & Updates…
Use System Center Operations Manager as your “Gateway”…
Service Manager drives your incident & problem management tool…
Automate, Automate, and Automate using Opalis to put the platform in motion!
Use “data” points to drive your costly human-driven processes
…and take back your Data Center!
Step 1 – Establish the Foundation
Step 2 – Integrate Service Management
Step 3 – Advanced App/Service Monitoring
Step 4 – Process Definition & Workflow Automation
Step 5 – Leverage the Data (Analytics & Reporting) Understanding the data “Gold Mine”
Custom Views into Troubleshooting & Diagnostics
Business Dashboards & Reporting