Sofia Event Center November 2013 IT Service Management Damien Caro Technical Evangelist Manager Microsoft Corp

Infrastructure Provisioning Enterprise-class multi-tenant infrastructure for hybrid environments IT Service Management Flexible service delivery

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Provide guaranteed levels of service for the key applications and workloads IT Decision Makers and business unit owners need rich views into the organization’s infrastructure Take advantage of hardware innovations, while still using existing hardware to maximum advantage Ensure optimal resource availability for key applications & workloads Better decisions made on accurate and current data -- better IT planning and usage Ensure optimal resource availability for key applications & workloads Extended management to external clouds Provide guaranteed levels of service for the key applications and workloads Charge for services used, and accurately price new requests

Enable self-service – users make requests on demand Standardize and deliver Templates, workflows, processes and a common CDMB enable automation The Service Catalog surfaces standardized service offerings IT and Business Units reap the rewards Increased efficiency - enable IT resources to focus on work that adds business value Services easy to find, request and provision Improve service reliability across multiple tools, systems, and department silos Reduced errors in service requests and provisioning

Deploying the Self-Service Offerings Service offering Service catalog items available to request Service request template Request offering

Release management Change management Self-service Problem management Reporting and insights Service Manager The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies

Benefits and value Business policy Standardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-service

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IT Demands System Center 2012 R2 Delivers Enable easy publishing & consumption of IT services Integrate people, process and knowledge Efficient resource utilization & SLA tracking Self-service requests for private cloud capacity Industry-standard service management and process workflows Business and operational insight Flexible service delivery

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