Ketan Ghelani, Marc Umeno Corina Feuerstein, Darko Vukovic Program Managers Microsoft Corporation SESSION CODE: MGT313

INTEGRATEDEFFICIENTBUSINESS ALIGNED CMDB IT Process and Workflow Automation Service Maps Integrated Platform for Orchestrating People, Process, and Technology Self Service Portal Automated Routing Knowledge Base IT Business Intelligence Compliance and Risk Management Asset Lifecycle Management

Customers Love the Integration, ROI, & Simplicity! 57+ Customers Already in Production Equiniti “We’re looking at a definite reduction in the staff hours required to deliver high service levels. It will take half the time it used to for managing the change process, leaving more time to fix other problems.” Matt Higham, Technical Strategy Consultant Avanade “(Service Manager) helps us gather better intelligence about our infrastructure, which enables us to better plan for hardware replacements, software upgrades, and other modifications to our infrastructure.” Kristin Shulik, Product Manager for IT Management Services General Mills “We installed Service Manager and set up the connectors. In less than two hours, we had a useful, synchronized CMDB that we had not been able to duplicate with Remedy in all the years we have had it installed (more than 15 years).” Glenn Cozine, Senior Technical Specialist and Project Manager

ISV Partners Delivering Solutions with Service Manager Provance “As an ISV, the flexibility and extensibility of the platform allows us to deliver the same powerful capabilities we provide in our stand- alone Provance IT Asset Management software from right within System Center Service Manager. Customers get the best of both worlds – our longtime Provance expertise in IT Asset Management delivered with Microsoft System Center technology.” Gord Watts, Vice President, Marketing

SI Partners Ready to Support Service Manager CDW “As a Solution Integrator, we are always looking for the next big thing―I am excited to tell you that Service Manager is it! By the time Service Manager launches, we will have deployed it to over 15 customers. Working with our early adopter customers―and being an early adopter ourselves―we have the confidence in the solution, the knowledge, and the experience to help our customers get the most out of Service Manager and the entire System Center suite.” Doug Miller, Practice Architect

Portal Forms Data Warehouse Workflows Configuration Management DB Work Items Configuration Items Knowledge Problem Change Incident Asset Compliance & Risk

Example: Configuration Data supports Service Desk ConfigMgr Connector Computer Data HW and SW Inventory DCM, SW Updates Computer Data HW and SW Inventory DCM, SW Updates End User’s Computer User Data Contact Info Organization User Data Contact Info Organization End User CI Data AD User Windows Computer CI Data AD User Windows Computer Configuration Manager Active Directory Domain Controller Helpdesk Analyst Incident about End User’s Computer AD Connector Service Manager

Integrated CMDB Incident Management & Problem Management Quickly restore service through routing and knowledge Easily adapt your process and workflows  Reporting and Dashboards  Self Service Software Request  Forefront Identity Manager Integration

Data Center Alerts SOURCES RECORD QUEUES TRIAGE QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE RESOLUTION ESCALATION CLOSURE CLASSIFICATION ROUTING CLASSIFICATION ROUTING

OM Connector Creates Incident Mail Server Workflow Creates Incident Portal Workflow Creates Incident OM Incidents Troubleshoots using Knowledge and Service Maps Posts Announcement Resolves Problem Resolves Incidents Notifies Users SM Workflow Relates Incidents And Creates a Problem Record Assigns to Darko HR Web Incidents HR Web Support Triggers Alert s Creates Request Using Portal Corina Marc Service Manager SOURCES RECORD QUEUES TRIAGE QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE RESOLUTION ESCALATION CLOSURE CLASSIFICATION ROUTING CLASSIFICATION ROUTING

Integrated CMDB Incident Management & Problem Management  Reporting and Dashboards Data Warehouse Platform for IT Business Intelligence Create and Adapt Reports to Support Continuous Improvement  Self Service Software Request  Forefront Identity Manager Integration

IT Manager Analyst Data Warehouse SCSM ETL Insert/Update View Reports Manage & Analyze within the Console  20+ reports in the box  Built on top of Microsoft BI stack  Extensible platform

Integrated CMDB Incident Management & Problem Management Reporting and Dashboards  Self Service Software Request Enable end user software request End to end automation with approvals  Forefront Identity Manager Integration

Create Packages & Programs Configure SM Portal Advertisement Delivered Software Deployed End User Requests Software End User Manager Approves Request Manager

Integrated CMDB Incident Management & Problem Management Reporting and Dashboards Self Service Software Request Forefront Identity Manager Integration

Identity Manager Group Membership User Provisioning Password Reset AD Data Management Service Manager CMDB IT Process Automation Incident & Change Management Data Warehouse / Reporting

FIM 2010 FIM Sync Service FIM Service Portal FIM CM Service Manager Management Pack for FIM Automation SM Console UI DW HR Database Active Directory Web Service CMDB End User Desktop FIM Client WF

AD DW Change Request

Integrated CMDB Incident Management & Problem Management Reporting and Dashboards Self Service Software Request Forefront Identity Manager Integration

platform Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring

2012 H H1 H2

Setup and Deploymenthttp://go.microsoft.com/?linkid= Incident and Change Managementhttp://go.microsoft.com/?linkid= Data Warehouse and Reportinghttp://go.microsoft.com/?linkid= Integration with Other System Center Productshttp://go.microsoft.com/?linkid= Extending and Customizinghttp://go.microsoft.com/?linkid= Available April 23!

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