Download - Microsoft Service Manager 2010
C D HC D H
C D H Service Manager 2010Integrated Integrated Platform for Orchestrating People, Platform for Orchestrating People,
Process andProcess and TechnologyTechnologyProcess and Process and Technology Technology
C D H Quick FactsC D H Quick Facts
Ab U A h P hiAbout Us• 20th Year• Grand Rapids &
Approach• Vendor Agnostic• Non-reseller
Partnerships• Microsoft Gold• VMware Enterprise• Grand Rapids &
Royal Oak• 25 Staff
• Non-reseller• Professional
Services Only
VMware Enterprise• Cisco Premier• Novell Platinum• Citrix Silver
C D H ExpertiseC D H
I f
Expertise
P j M PInfrastructureProject Management PICCAA
Access & Identity ManagementCollaboration
C D H AgendaC D H Agenda
• Source of Operational Problems• Overview• Integrated System Center CMDBIntegrated System Center CMDB• Self-Service Portal• Incident and Problem Management• Change Management• Change Management• Knowledge Management• Service Manager Authoring Tool• 3rd Party Integration• 3rd Party Integration• Opalis• System Center Roadmap
S stem Center Licensing• System Center Licensing
C D HC D H
C D H Source of Operational Problems
C D H Source of Operational ProblemsC D H• Forget• Change
Source of Operational ProblemsOPERATIONS Forget
Something• Lack of
Procedures
Change Management
• Overloaded• Weak Problem
OPERATIONS
Procedures• Backup
Errors/Security
• Weak Problem Detection
OperatorError
ApplicationFailure Error
40%Failure
40%
Other20%
• Hardware/OS• Network
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002
• Power and Disaster
C D H What our Customer data tells usC D H What our Customer data tells us22% are how-to related – poor /
i21% is
everything else
33% were due to
Installation
improper operations of
the environment
y gcombined
(“unclassified” or ‘other’)
Operational issues48%
Misconfiguration
Installation issues
Operational issues account for 76% of Critical Situations
(CritSits)
Misconfiguration
67% POST installation
6% due to KNOWN bugs-already fixed
installation ‘changes’
3% already fixed
bugs
3% NEW bugs
C D HPeople, Process, or Technology
C D H Problem?
C D HC D H
C D H SCSM 2010 Overview
C D H Service Manager 2010C D H Service Manager 2010The Power is in the Integration
Asset Management
Self Service IT Business Intelligence
Service Level Management
Compliance and Risk
Portal
Incident and ProblemIncident and Problem
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
Change
CONNECTORSCONNECTORSCONNECTORSCONNECTORS
Data WarehouseCMDB
CONNECTORSCONNECTORSCONNECTORSCONNECTORS
Automate and Deploy
Capacity and Utilization
Inventory and Usage
Alert Management
Active Directory
C D HC D H
C D H Integrated System Center CMDB
C D H Integrated System Center CMDBC D H Integrated System Center CMDB
• System Center common schema– Object Model Based on Operations
Manager– IT assets and services are Configuration
Items (CIs) CMDB DataItems (CIs)– Incidents, change requests, and
problems are Work Items (WIs)
• Configuration Management
CMDB Data
Configuration Management Database (CMDB) features:• Connectors sync data with external
systems• Create, update, and view CIs
Work Items
Config Items
• Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users
• Automatically track CI change history• Service definition and mapping
Relationshipspp g
Integrated | Efficient | Business Aligned
C D HC D H
Configuration ItemsConfiguration ItemsConfiguration Items Configuration Items
C D HC D H
C D H Self-Service Portal
C D H Empowering the End UserC D H Empowering the End UserUser self-service portal
Self Service PortalSelf Service PortalSelf Service Portal reduces help desk
calls by 30%
Self Service Portal reduces help desk
calls by 30%
Provision Software View announcementsReset PasswordsCreate/view service requests
Search/view knowledge base
C D HC D H
SelfSelf--Service Portal Service Portal -- Incident Incident ManagementManagementManagement Management
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C D H Incident and Problem Management
C D HIncident Management
C D H Keep users and data center services up and running, and restore service quickly
• Process workflows– Escalations– Notifications
• Customizable templates• Knowledge & History• Knowledge & History• Automatic incident creation
– Desired Configuration Monitor g(DCM) errors
– Operations Manager alerts– Inbound Email
Over 75% of all incidents are caused by
poor Change
Over 75% of all incidents are caused by
poor Change– Inbound Email– Portal
poor Change Managementpoor Change Management
C D H Problem ManagementC D H Problem ManagementEnables organizations to identify and track problems
• Problem creation from similar incidents
• Link Incidents and Change requests to problemproblem
• Auto resolution of Incidents linked to the P blProblem
C D HC D H
Incident and Problem Incident and Problem ManagementManagementManagement Management
C D HC D H
C D H Change Management
C D H Change ManagementC D H Change ManagementMinimize errors and reduce risk
• Typical Change Models– Standard, Major, Emergency…
Review and Manual activities– Review and Manual activities
• Customizable Templates• Workflows and NotificationsWorkflows and Notifications• Analyst Portal
– Approvals via Web
• Relate Change Requests to Incidents, Problems and Config Items
33% of customers plan to automate
change over the next
33% of customers plan to automate
change over the nextConfig Items change over the next three years
change over the next three years
C D HC D H
C D H Knowledge Management
C D H Knowledge ManagementC D H Knowledge ManagementReducing time to resolution
• Knowledge articles• Knowledge articles– Customer, Partner, and
Analyst authored content– Local content and links toLocal content and links to
external content– End User and Analyst
Sections– Ratings
• Knowledge Search– Full text, keywords,
categories– Related incidents, change
requests, problemsC l d W b i t f• Console and Web interfaces
C D HC D H
C D H Service Manager Authoring Tool
C D HService Manager Authoring
C D H ToolFirst look in Beta 2 ships with– 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 propertiesf– Workflow authoring
• Compose workflows using predefined activities
• Define automated activity rulesDefine automated activity rules to execute these workflows
C D HC D H
Service Manager Authoring ToolService Manager Authoring ToolService Manager Authoring ToolService Manager Authoring Tool
C D HC D H
C D H 3rd Party Integration
C D H Provance and Service ManagerC D H Provance and Service Manager
Provance IT Asset Management Pack forProvance IT Asset Management Pack for
• Process Management
Provance IT Asset Management Pack forProvance IT Asset Management Pack forMicrosoft System Center Service ManagerMicrosoft System Center Service Manager
• Process Management Pack extension that provides IT asset lifecycle
t dmanagement and software asset management capabilities g pwithin Service Manager
• CTP May 2009; Beta A t 2009 RTM S iAugust 2009; RTM Spring 2010
C D H ATEA Spintop’s (1/3)C D H ATEA Spintop s (1/3)
C D H ATEA Spintop’s (2/3)C D H ATEA Spintop s (2/3)
C D H ATEA Spintop’s (3/3)C D H ATEA Spintop s (3/3)
C D HC D H
C D H Roadmap
C D H RoadmapC D H Roadmap
20092009 2010201020082008
RTMRTM
H1 H2 H1H1 H2
RCRCBeta 1Beta 1 Beta 2Beta 2CTP2CTP2
C D HC D H
C D H
The Value of OpalisThe Value of Opalis IT Process Automation
C D HAddition Of Opalis To System
C D Hy
Center Enables Process AutomationIT P A t ti (ITPA) l k R B k A t ti (RBA) iIT Process Automation (ITPA), also known as Run Book Automation (RBA), is the ability to orchestrate and integrate IT management tools through workflow
Configuration Management
(Physical&
Data Protection &
(Physical & Virtual)
End‐To‐End Monitoring
Server Compliance
Recovery
MonitoringCompliance
C D H Processes Within an IT SiloC D H Processes Within an IT SiloEvent Mgmt Triage & diagnose
IT Silos Silo ProcessesEvent Mgmt
Service Desk
Asset/CMDB
Triage & diagnose
Integrate service desks with data center tools
Update CI and assets systemsAsset/CMDB
Configuration
Virtual
Update CI and assets systems
Coordinate audit, compliance and change
Orchestrate lifecycle managementVirtual
Security
Storage
Orchestrate lifecycle management
Patch , user on-boarding, password reset
Provision, verify, manage & retireStorage
Server
Network
Provision, verify, manage & retire
Provision, verify, manage & retire
Provision verify manage & retireNetwork Provision, verify, manage & retire
C D H Processes Across IT SilosC D H Processes Across IT Silos
E M
IT Silos Cross-Silo ProcessesEvent Mgmt
Service Desk
A t/CMDB
IncideR
espon C
Virtu
Asset/CMDB
Configuration
Vi t l
ent nse
Change &
Com
plianc
Prov
ual Service
Cloud C
o
Virtual
Security
St
& ce visioning
e Manage
omputing
Storage
Server
N t k
g ement
g
Network
C D H Opalis Integration PacksC D H Opalis Integration Packs
> BladeLogic Operations Manager > IBM Tivoli NetCool / OMNIbus> BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS
> IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server> BMC Remedy ARS
> CA AutoSys > CA eHealth > CA NSM > CA Service Desk
> Microsoft Systems Management Server> Microsoft System Center Operations Manager > Symantec Net Backup > VMware vSphere> CA Service Desk
> CA Spectrum > EMC Smarts InCharge > FTP> HP Asset Manager
> VMware vSphere
> HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager> HP Service Manager> HP Network Node Manager
C D H Automated ProcessesC D H
E t M t
Automated ProcessesIT Silos VM Provisioning ProcessEvent Mgmt
Service Desk
A t/CMDB
Monitor Servicerequest
Updaterequest
Updaterequest
Update & closerequest
Remove from Ops Manager
Add to Ops Manager
Createincident
Asset/CMDB
Configuration
Vi t l
request
Test VM DeployApplications
VerifyApplication
Create CIRetire CI
Virtual
Security
St
Stop VM Clone newVM
Updateproperties
Storage
Server
N t k
Detach Storage
Network
Integration for Virtual Machine Manager 2008 R2 not yet RTM
Detach Network Adapter
C D H The Value of AutomationC D H The Value of Automation
Capability Value
Improve service performance Orchestrate tasks across systems
Capability Value
and availabilityOrchestrate tasks across systems
Optimize resources and get Standardize and document manual p gconsistent outcomesprocesses
Lower costs & reduce manualAutomate large volume and highly Lower costs & reduce manual, error prone activities
Automate large volume and highly repetitive tasks
Si lif d t tI t t S t C t ith 3rd Simplify data center management
Integrate System Center with 3rd
party tools
C D HC D H
OpalisOpalisOpalisOpalis
C D HC D H
C D H System Center Roadmap
C D H System Center RoadmapC D H System Center RoadmapCY 2008 2009 2010 2011
C D HC D H
C D H System Center Licensing
C D H System Center LicensingC D H
r ** Price for Management Server with SQL
System Center Licensing
SC Ops Mgr ServerPer Instance
Man
agem
ent S
erve
r Price for Management Server with SQL Server 2005Technology (note: this includes the runtime-restricted version of SQL Server 2005 Standard Edition, which means it can only be used to support the management application that it is sold with)
SC Config Mgr ServerPer Instance
SC VMM ServerIncluded with the SMSE
and the SC VMMEnterprise Server ML
SC DPM ServerPer Instance
SC Svc MgrMgt Svr Lic
Per Instance
men
t Lic
ense
ML)
SC Config MgrEnterprise Server ML
SC Ops MgrEnterprise Server ML
SC VMMEnterprise Server ML
Server Management Suite Enterprise (SMSD)Per Processor and Unlimited OSEs
Two Processor Minimum
SC DPMEnterprise Server MLServer Management Suite Enterprise (SMSE)
SC Svc MgrServer ML
SC Config MgrStandard Server ML
Per OSE
SC Ops MgrStandard Server ML
Per OSE
Ser
ver M
anag
em(S
erve
r M Per OSE Per OSE Per Server Device
SC DPMStandard Server ML
Per OSE
Per OSEg p ( )
up to 4OSEs + Parent OSE Per OSE
SC ConfigMgr SC OpsMgr
men
t Lic
ense
ML) SC DPM SC Svc Mgr
Cli t ML
Core CAL Suite Per Device or Per User
Client MLPer OSE or Per User
Client MLPer OSE or Per User
Clie
nt M
anag
em(C
lient
Client MLPer OSE or Per User
Enterprise CALSuite Per Device or Per User
Client MLPer OSE or Per User
C D H Additions to the Server Management C D H gSuites
Previous With New Capabilities
Operations Manager
NEW in H1 2010
NEW in Dec 2009Opalis grant
Service Manager
Data Protection Manager
Virtual Machine Manager
Configuration Manager
Operations Manager
Data Protection Manager
Configuration Manager
Operations Manager
SMSE / SMSDVirtual Machine Manager
SMSE / SMSDVirtual Machine Manager
• Opalis licensed via a grant to new and existing SMSE & SMSD licenses.
• Service Manager is a new component of SMSE / SMSD.
• Both changes effective for Enrollment for Core Infrastructure (ECI) licenses • Excluding ECI Standard which does not include SMSE or SMSD.
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C D H Thank YouC D H Thank You
Royal Oak306 S. Washington Ave.
Grand Rapids15 Ionia SW
Suite 212Royal Oak, MI 48067p: (248) 546-1800
Suite 270Grand Rapids, MI 49503p: (616) 776-1600p: (248) 546 1800 p: (616) 776 1600
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