system center service manager 2012 technical overview walter pitrof technology solution professional...
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System Center Service Manager 2012 technical overview
Walter PitrofTechnology Solution Professional Microsoft [email protected]
Agenda
Your ExpectationThe Power is in the IntegrationIntegrated System Center CMDBSelf-Service PortalIncident and Problem ManagementChange ManagementKnowledge ManagementDemoQ & A
Service Manager 2012The Power is in the Integration
CONNECTORS
Asset Management(Provance)
Self Service IT Business Intelligence
(OLAP)
Service Level Management
Compliance and Risk
Service Manager 2012The Power is in the Integration
SCCM 2007SCCM 2012
SCOM 2007SCOM 2012
Orchestrator
SCVMM 2012
Active Directory
Portal
Incident and Problem
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
Change and Release
CSV Exchange 2007
Exchange 2010
Service Request
Service Manager Enables Standardization
Business Process Defined in TemplatesCMDB Data Standardization
Common ModelReconciliation of Data
Service Catalog
System Center Data WarehouseReplace System Center Reporting Manager (SCRM)*
Pull data from SM, OM & CM for a comprehensive view of ITEnable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)
Enable self service report & dashboard authoring with OLAP cubes
OLAP cubes powered by the System Center management pack modelReport authoring with Office integration for knowledge workers
OLAP
Data Warehous
e
OLAP = Online Analytical Processing
Integrated System Center CMDB
Integrated System Center CMDB
System Center common schemaObject Model Based on Operations ManagerIT assets and services are Configuration Items (CIs)Incidents, change requests, and problems are Work Items (WIs)
Configuration Management Database (CMDB) features:
Connectors sync data with external systemsCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mapping
Integrated | Efficient | Business Aligned
Work Items
Config Items
CMDB Data
Relationships
Connectors, Configuration Items
demo
Self-Service
Service Manager Enables Self-Service
Portal
Reports & Dashboards
E-Mail & Other Clients
Excel
Completely new portalSilverlight web parts hosted in SharePoint Foundation 2010 or higherCustomize out-of-box web parts using SharePoint admin toolsExtensible via SharePoint extensibility for hosting web parts
Portal featuresService Catalog Scoped to User RolesCustomizable, Dynamic Forms
Presentation: IT Service Offerings
Self-Service
demo
Incident and Problem Management
Incident ManagementKeep users and data center services up and running, and restore service quickly
Process workflowsEscalations
Notifications
Customizable templatesKnowledge & HistoryAutomatic incident creation
Desired Configuration Monitor (DCM) errors
Operations Manager alerts
Inbound Email
Portal
Problem ManagementEnables organizations to identify and track problems
Problem creation from similar incidentsLink Incidents and Change requests to problemAuto resolution of Incidents linked to the Problem
Incident and Problem Management
demo
Service Requests
IT as a Service ArchitecturePortal: Role-based Access, Self Service
CMDB
Models / Objects:Quota, Access,
Costs, Templates, VMs, Services,
Clouds, Runbooks
Request Processing:Business process WF
engine
Service Catalog: Service and Request Offerings
Business Events
Subscriptions
Orchestrator: IT process automation
Run book
s
OMOther IT SystemsVMM
Connectors
DW
InvokeMonitor
Integration Packs
WI activities
Notifications
Approvals
PRESENTATIONIT Service Offerings
DATACMDB
enables standardizati
on and compliance
Automation
Request Processes
WORKFLOWRequest processes drive
automation
Release Management
Definition: Release
A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment
Release
Approved Changes
(ChM)
Release Planning
Release Building
Acceptance Testing
Release Preparation
Release Deployment
Change Review (ChM)
End
SCSM Release Management StoryProject 1: HRWeb
Upgrade
CR 1.1 Infra
Upgrade
CR 1.2 HRWeb
App. Upgrade
JanuaryRelease
February Release
MarchRelease
Project 2: OCS to Lync Upgrade
CR 2.1 Prepare
Environments
CR 2.2 OCS to Lync
Servers Upgrade
CR 2.3Lync Client SW
Upgrade
Project 3: New Printing Infra
CR 3.1 Network Upgrade
CR 3.2 … CR 3.3 …
Release Management in Projects vs. in IT Operations
In Projects: “hand over a project”“On time, on budget, agreed quality” Usually is a single app, infrastructure, or a serviceHas specific start and endQuite often treats supportability aspects as low priority
In IT Operations: “Take Over and Operate” multiple Changes
RM’s goal is to deploy many changes in the most efficient, effective and consistent manner through the whole lifecycle of IT services“Endless” discipline working with multiple projects
Project
IT Operatio
ns
Change & Release
Management
Change vs. and Release Management in Operations
Change Management makes decisions about individual changes
Risk, Impact, Cost, Feasibility etc.
Release Management deploys one or more approved changes to the controlled environments
Demo: Release Record
Change Management
Change ManagementMinimize errors and reduce risk
Typical Change ModelsStandard, Major, Emergency…Review and Manual activities
Customizable TemplatesWorkflows and NotificationsAnalyst Portal
Approvals via Web
Relate Change Requests to Incidents, Problems and Config Items
Knowledge Management
Knowledge ManagementReducing time to resolution
Knowledge articlesCustomer, Partner, and Analyst authored contentLocal content and links to external contentEnd User and Analyst SectionsRatings
Knowledge SearchFull text, keywords, categoriesRelated incidents, change requests, problems
Console and Web interfaces
Service Manager Authoring Tool
Service Manager Authoring ToolDrag 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
Q&A
© 2011 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.