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System Center Service Manager How Microsoft Helps Our Customers Tackle IT Service Management JONATHAN LIU IT SERVICE MANAGEMENT CONSULTANT DMVMUG Reston, VA http://dmvmug.com

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Agenda Introduction to IT Service Management Introduction to System Center Service Manager Delivering IT as a Service with Service Manager Putting It All Together: IT Service Architecture Scenario-based discussions Please feel free to speak up at any time! I love hearing your experiences and encourage participation.

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Session Objective And Takeaway Session Objective: Discuss how a service-based approach to IT along with System Center 2012 technologyand specifically Service Managercan provide more agile, cost-effective, and efficient IT Service Management that drives automation, standardization, and accelerates functions beyond the existing legacy tools Key Takeaway: System Center Service Manager is built upon IT Service Management proven practices, and through an approach of process and technology can allow IT organizations to better manage the operational environment

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What is all the fuss about IT Service Management?

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Is technology the cause of downtime? Research tells us that 80% of IT failures are related to people and process issues. Only the remaining 20% can be attributed to technology failures Gartner Security Conference presentation "Operation Zero Downtime," D. Scott

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Gartner Group Research More than 300 self-assessments have been completed in Gartner's ITScore for I&O. Key Findings The assessment results indicate that, overall, infrastructure and operations (I&O) maturity has not appreciably improved. IT I&O, as a discipline, remains relatively immature: The average maturity is 2.35 (the highest score achievable is 5.0). Of the four dimensions of I&O, process management remains substantially less mature than the other three (people, technology and business management). Source: Infrastructure & Operations Maturity: How Do You Compare? Published: 13 March 2012 ID:G00219151

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IT Service Management Outcomes Implementing a shared service organization where multiple, geographically disperse operations team were centralized and over 20% of operational budget ($3-4M) was decreased over a 4 year period Re-deployment and rationalization of 16 roles for individual site break / fix and field support staff related to Level 1 Service Desk activities representing approximately $800,000 in annual IT budget savings Supported Release Management efforts by reducing the number of backed out releases by 35% enabling time-to-market increase of an average of 3 months per critical application Increased First Call Closure Rates (FCCR) from 64% to 82% within the first 6 months and increased customer satisfaction ratings from 74% to 92% based on internal IT and HR surveys Increased the rigor of Change and Release Management processes to decrease the number of Priority 1 issues by 45% over a 12 month period saving over $1,000,000 in productivity costs Supported an overall ISO20000 initiative for an outsourcer to better position firm among competitors when bidding for government and F500 outsourcing contracts

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System Center Service Manager