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System Center Service Manager: A Deep Dive Into Automating ITIL and MOF Sean Christensen, Senior Technical Product Manager System Center Service Manager

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Page 1: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

System Center Service Manager: A Deep Dive Into Automating ITIL and MOFSean Christensen, Senior Technical Product ManagerSystem Center Service Manager

Page 2: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Sean ChristensenContact Details

Email: [email protected] Blog: http://blogs.technet.com/b/systemcenter

LinkedIn: http://www.linkedin.com/in/chr1st3ns3n

Twitter: @SeanC_MSFT

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Agenda

Service Manager OverviewProcesses supported by toolsetDemos

Incident ManagementProblem ManagementChange ManagementIT Asset Management Demos Configuration Management Demos

Questions

Page 4: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Service Manager: The Power Is in the Integration

Portal Forms

Data Warehouse

Workflows

Configuration Management DB

Wo

rk I

tem

s

Co

nfi

gu

rati

on

It

ems

Kn

ow

led

ge

ProblemChange Incident

AssetCompliance &

Risk

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Supported Processes

Service Design

Capacity Management

Availability Management

Risk Management

Compliance Management

Supplier Management

Service Transition

Service Asset & Configuration Management

Change Management

Knowledge Management

Service Operation

Incident Management

Problem Management

Event Management

Request Fulfillment

Continual Service

Improvement

Service Level Management

Service Measurement

Service Reporting

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Configuration Management

Page 7: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Configuration Management Process

Identification of Configuration

Items

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & AuditEvaluate &

Improve Process

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Configuration Management Process

What’s Required How we support this

Identifying what Configuration Items are in the environment

Connector Framework to AD, SCCM, SCOMFiltering rules in Connectors to pull across only what is required.

Having a comprehensive view of Configuration Items

Reconciliation capabilities to transform data into consolidated information.

Identification of Configuration

Items

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & AuditEvaluate &

Improve Process

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Configuration Management Process

What’s Required How we support this

Ensuring CMDB is maintained and up to date Regular synchronization from data sources into CMDB

Verifying that what we have in our CMDB is what’s in the environment.

CMDB shows what’s activePartner solutions such as Provance show the supporting asset management information

Identification of Configuration

Items

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & AuditEvaluate &

Improve Process

Page 10: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Configuration Management Process

What’s Required How we support this

Configuration Item Audit Trail Audit trail for every Configuration Item record

Status accounting of a CI CI Status attribute for each CI

Integration with other Service Management processes

Accessible from all other process modules

Reporting to facilitate configuration audits Yes

Identification of Configuration

Items

Monitor & Verify CMDB

Control & Maintain CMDB

Status Reporting & Verification

Verify & AuditEvaluate &

Improve Process

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Configuration Management

Connectors

Demo. . .

Page 12: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Incident Management

Page 13: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Incident Management Process Sample

Incident Identification

Incident Logging

Incident Categorization

Incident Prioritization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

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Incident Management Process Sample

What’s Required How we support this

Alert monitored from Operations ManagerDCM non-conformanceEmail Received from end userPhone call received by AnalystLogged via Web browser

Incident Identification

Incident Logging

Incident Categorization

Incident Prioritization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

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Incident Management Process Sample

What’s Required How we support this

Unique categorizationUnique prioritization

Incident CategorizationIncident ImpactIncident UrgencyImpact + Urgency = PriorityStandardization via Templates

Incident Identification

Incident Logging

Incident Categorization

Incident Prioritization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

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Incident Management Process Sample

What’s Required How we support this

What’s the impacted CI or Business ServiceAre there any other Incidents related?Has this user logged incidents before?

Built in links to the CMDBRelated Items to show what else relates to this.

Incident Identification

Incident Logging

Incident Categorization

Incident Prioritization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

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Incident Management Process Sample

What’s Required How we support this

Get user back up and runningConfirm resolutionClose Incident

Knowledge articlesIncident tasksResolution & Closure capture

Incident Identification

Incident Logging

Incident Categorization

Incident Prioritization

Incident Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

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Incident Management

Email loggingOperations ManagerWeb PortalAnalyst Console Demo . . .

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Automated resolution example

SIM 335 @ 12:15 later today

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Problem Management

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Problem Management

Problem Management Process ExampleCreating Problem record

Analyst consoleOpalis workflow Proactive Problem Creation

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Problem Management Sample ProcessProblem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Problem Management Sample Process

What’s Required How we support this

Supports identification and logging of problems Related Items against Cis

Manual creation of Problem Records

Automatic Creation of Problem Records

Problem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Problem Management Sample Process

What’s Required How we support this

Problem Categorization Data fields

Problem Prioritization Data fields

CMDB Integration OOB integration to see impacted Configuration Items

Problem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Problem Management Sample Process

What’s Required How we support this

Facilitate investigation of Problem CMDB integration

Problem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Problem Management Sample Process

What’s Required How we support this

Known error documentation Ability to define and relate known errors

Knowledge base documentation Ability to define and relate knowledge base articles.

Problem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Problem Management Sample Process

What’s Required How we support this

Support resolution via feedback to Incident process

Integration to Incident Management ModuleClosure of Incidents when problem closes

Support resolution via integration to Change Management process

Integration to Change Management module

Problem Detection

Problem Logging

Problem Categorization

Problem Prioritization

Investigation & Diagnosis

Create Known Error Record

Resolution Closure

Change Management

Process

WorkaroundChange Needed?

Known Error

Database

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Demo . . .

Problem Management

Incident to ProblemAutomated Problem Creation

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Problems can be created automatically too!

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Change Management

Page 31: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Change Management

Example of Change Management processchange template capabilities

Demo: Create change template for onboarding a new employee

Demo: Extend SM to add employee to AD as an automated activity

Demo: include notification to Contoso admin when setup is complete

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Change Management Sample Process

Create RFC Log RFC Review RFCAssess & Evaluate Change

Plan UpdateInvestigation & Diagnosis

Co-ordinate Change

Implementation

Review & Close

Change Record

Update change & configuration information in CMS

Post Implementation

Report

Page 33: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Change Management Sample Process

What’s Required How we support this

Recording of change details Change Title and Description

Recording affected services and computers

Capturing Related Configuration Items

Capturing default change activities Change Templates

Create RFC Log RFC Review RFCAssess & Evaluate Change

Plan UpdateInvestigation & Diagnosis

Co-ordinate Change

Implementation

Review & Close

Change Record

Update change & configuration information in CMS

Post Implementation

Report

Page 34: Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance

Change Management Sample Process

What’s Required How we support this

Change Reviews to ensure all captured and the Change should proceed

Review activities

Create RFC Log RFC Review RFCAssess & Evaluate Change

Plan UpdateInvestigation & Diagnosis

Co-ordinate Change

Implementation

Review & Close

Change Record

Update change & configuration information in CMS

Post Implementation

Report

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Change Management Sample Process

What’s Required How we support this

Authorizing Change to Proceed Review activities

Planning change Data fields to capture plans for change

Create RFC Log RFC Review RFCAssess & Evaluate Change

Plan UpdateInvestigation & Diagnosis

Co-ordinate Change

Implementation

Review & Close

Change Record

Update change & configuration information in CMS

Post Implementation

Report

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Change Management Sample Process

What’s Required How we support this

Coordinate Change Implementation Scheduling fieldsv.Next Integration for Release Management.

Review change completion Review activities

Create RFC Log RFC Review RFCAssess & Evaluate Change

Plan UpdateInvestigation & Diagnosis

Co-ordinate Change

Implementation

Review & Close

Change Record

Update change & configuration information in CMS

Post Implementation

Report

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Change Management

Change Templates

Demo . . .

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Wrap Up

Service Manager and System Center automate ITIL & MOF processes within familiar and flexible toolsService Manager provides control to your organization with the flexibility to adapt to specific organizational requirements.Service Manager runs at scale

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Community Evaluation Program

Guided evaluation of Management & Security ProductsAccess to evaluation bits and VHDsAccess to product group at Virtual Chalk Talks

Community of Participants Share feedback on product and documentationShare best practices and experiences

Learn more about programs athttps://connect.microsoft.com/site1211Or email [email protected] with your interest

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RTMBeta

1H CY10 2H CY10 1H CY11 2H CY11

RTMBeta22007 R3

System Center Roadmap

2010IT GRC

Beta & RTM

2010

Beta & RTMSystem CenterCodename “Concero”

RTMBeta

RC RTW

Acquired RTMBeta 6.3

Beta

Beta

Beta2

RC

Available Now

Beta

Beta

Coming Soon

GAGA

Beta & RTM

Beta & RTM

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Related ContentBreakout Sessions

SIM 208 - Management in the DatacenterSIM 209 - Microsoft System Center Service Manager - A Deep Dive on How to Automate ITIL or MOFSIM 210 - Sneak Peak at Microsoft System Center Service Manager 2012SIM 335 - Automation - Service Manager & Orchestrator - Better TogetherSIM 340 - Extending Microsoft System Center Service Manager - Modeling your Business ProcessSIM 362 - Monitoring IT as a Service with Microsoft System CenterSIM??? - Taking the Next Step in IT GRC

Interactive SessionsSIM 372INT - How to Deploy and Configure Microsoft System Center Service ManagerSIM 373INT - Stump The Microsoft System Center Service Manager teamSIM383INT - Managing the Datacenter: Ask a Panel of Experts

Hands-on LabsSIM371-HOL Building a Microsoft System Center Service Manager Test Lab - Hall B1 SIM372-HOL Incident and Change Management in Microsoft System Center Service Manager 2010 - Hall B1 SIM373-HOL Microsoft System Center Service Manager 2010 Data Warehouse and Reporting - Hall B1SIM374-HOL IT Governance, Risk and Compliance Configuration in Microsoft System Center Service Manager 2010 - Hall B1

Product Demo Stations TLC – SIM – station 21

Find Me Later At…TLC station 21 or @SeanC_MSFT

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Questions?

Questions?

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Resources

www.microsoft.com/teched

Sessions On-Demand & Community Microsoft Certification & Training Resources

Resources for IT Professionals Resources for Developers

www.microsoft.com/learning

http://microsoft.com/technet http://microsoft.com/msdn

Learning

www.northamerica.msteched.com

Connect. Share. Discuss.

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Complete an evaluation on CommNet and enter to win!

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© 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.

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