System Center Service Manager 2010 ile Yapılabilecekler

Mustafa KARABilgeAdam BTASistem ve NetworkBölüm Bşk.Yrd.mustafa.kara@bilgeadam.com

PEOPLE PROCESS TECHNOLOGY

AUTOMATE OPTIMIZE SIMPLIFY

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

Asset Management

Compliance and Risk Management

Informed Decision Making

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

ASSET MANAGEMENT

PROVANCE

SELF SERVICE

IT BUSINESS INTELLIGENC

E

COMPLIANCE

AND RISK

IT ANALYST

Service Manager : The Power is in the Integration

Incident and Problem Change

Portal

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

We Use Service Manager To … Effi

cien

t S

up

port • Implement

ITIL and MOF

• Decrease calls to the service desk

• Provide self-help and provisioning

Inte

gra

ted

K

now

led

ge• Simplify

compliance management

• Decrease cost of resolution

• Integrate workflows

Bu

sin

ess

Alig

nm

en

t • Manage IT assets

• Analyze IT performance

• Increase confidence in risk management

Integrated System Center CMDBSystem Center common schema

Common schema across System Center

Object model is based on Operations Manager

IT assets are represented as configuration items (CIs)

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

Configuration Management Database (CMDB) features

Create, update, and view CIs

Create relationships among CIs, WIs,

IT staff, and Active Directory® Domain Services (AD DS) users

Automatically track CI change history

Service definition and mapping

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

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 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

Integrated across System Center

Demonstrate 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

CONNECTOR

Demo – Datacenter IntegrationEliminating costly downtime through auto detection

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

CONNECTOR

ALERT GENERATED

INCIDENT CREATED

INCIDENT RESOLVED

INCIDENT DIAGNOSED

INCIDENT CLOSED

SERVICE MONITORED

Demo - Empowering the End User

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

Demo - Automating ComplianceDCM Integration

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

INCIDENT

CREATED

CHANGE REQUESTED

INCIDENT DIAGNOSED

REMEDIATION ACTION

CLIENT MANAGE

D

DCM DRIFT

Compliance and Risk Process Management Pack for Service Manager

Regulations and Standards

CONTROL OBJECTIVES

Exchange WS2008 Windows 7

CONTROL ACTIVITES

Reports

Reports

Reports

CorrectiveActions

ScenarioAlways Ready for an IT Audit

Actions

GRC Incident

/Issue

GRCProblem

Failure

GRC

Program Manager

Operations Engineer

Dashboard

TakeAction

Map Control Objectives

RecordResult

ValidateSettings

Implement Procedure

Detect Failure

Man

ag

ing

Com

plian

ce

Provide Audit Trail

Change Control

Activities

Config Settings

MonitorProcessControls

Service Manager Authoring Tool− First look in Beta 2, ships with

SM Console− 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

Özet – Service Manager 2010

Flexible solutions to automate common IT processes

ITIL / MOFWorkflow orchestrationSelf-service

Deep integration with other System Center products

Configuration ManagerOperations ManagerActive Directory

Comprehensive, extensible platform for orchestrating people, processes, and systems

Public SDKTools for IT and DevConnectorsIncident and Problem

Change

Portal

Workflows

Knowledge Base

Data Warehouse

CMDB

Authoring

Soru-Cevap

Teşekkürler

Mustafa KARAhttp://www.mustafakara.net.tr

System Center Çözümleri Bloguhttp://mustafakara01.spaces.live.com

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