900 Degrees of Service Manager with 3 International System Center Chefs MMS Minnesota 2014 Steve Buchanan (System Center MVP) Dieter Gasser (CPMB - Author) Samuel Erskine (MCT - Author)

About this session? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

SCSM – Why What How? MMS Minnesota 2014 IT Service Management Incident and Problem Service Request Change and Release Service Level Agreement IT-as-a-Service Self-service Portal Service Catalog Role-based offerings System Center Integration AD SCCM SCOM VMM SMA & SCO Business Intelligence Data Warehouse OLAP Cubes Excel Analysis Service Manager

Where are we? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

Configuration Management System (CMS) MMS Minnesota 2014

Why CMS? MMS Minnesota 2014 Enables integrated IT Service Management Single Source of Truth Experts teams own the source Ensures compliance and consistency

Shallow Dive Demo MMS Minnesota 2014

Where are we? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

Self-Service Catalog MMS Minnesota 2014 What is a Service Catalog? It is a list of services that are offered to consumers. A self-service portal is the window into the Service Catalog. It empowers your consumers to perform everyday self-service tasks such as:  Report issues  Search a knowledge base  Approvals  Request services from IT Request Offerings combined with automation = Amazing!

Where are we? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

MMS Minnesota 2014 Just because you can does not mean you should! Planning your customizations What skills and knowledge you need?

Customizing SCSM MMS Minnesota 2014  What authoring tools will you use?  XML (Notepad++)  Authoring Tool  Visual Studio  Common to all  SQL Queries  PowerShell

Where are we? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

Self Service with Charge back – SB MMS Minnesota 2014 Enabling an IT organization to charge for delivered services  Enable Self-service Applications and Equipment  Automate linking apps and equipment to user (Asset Management)  Monthly billing by user consumption

Deep Dive Demo MMS Minnesota 2014

Where are we? MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

Best Practices MMS Minnesota 2014 What makes a Service Manager project successful?  Established Process framework knowledge  ITIL, COBIT  Established ITSM Processes preferred, but not a must  Achievable project plan and milestones  Take small steps – SCSM allows you to do so!  Align with organization’s process cultural level

Best Practices MMS Minnesota 2014  Experienced solution integrator  There are many stumbling blocks, experienced SIs know them  Benefit from their experience in other projects  “How do other customers do it” can be beneficial What makes a Service Manager project successful?  Carefully choose Application Ownership  SCSM is part of System Center, however the Infrastructure Team is rarely a good fit for managing and owning SCSM  Do not “Over-Engineer”  State-of-the-art infrastructure, allocate enough resources

All Done – Your turn MMS Minnesota 2014 SCSM Overview Configuration Management System (CMS) Self-Service Catalogs Self-Service with Chargeback Best Practices Q&A Customizing SCSM

900 Degrees of Service Manager with 3 International System Center Chefs Evaluations Please provide session feedback by clicking the Eval button in the scheduler app. One lucky winner will get a free ticket to the next MMS! Visit all of our sponsors in the expo area and online! Platinum Sponsors: Gold Sponsors : MMS Minnesota 2014 Dieter Gasser Samuel Erskine Steve Buchanan