4. Stop following incidents Register and analyze Describe your tasks step by step Make it part of your DNA If you know what you did the last month you can see where you need to invest to make you life easier. when incident control you life within IT you need to step back and start prioritizing. Fixing incidents is only one step in the solution, creating knowledge of the stuff you learned is the second. Analyzing you daily and weekly task so you can automate your top 10 task by creating time for the really cool project you never had time to do before! If you run into repetitive tasks, not only in the incident process, start the cycle over and over again. Take your time to Automate

6. Every incident is really important Almost no first or second tier incident fixes Knowledge is knowing who knows Run from incident to incident Need a clone of the IT Admin Automate and promote remediation steps No time for infrastructure improvement projects

7. StandardizedBasicDynamicRationalized

8. After an IT service has been successfully deployed, ensuring that it operates to meet business needs and expectations becomes the top priority. This is the focus of the Operate Phase, which depends on four primary endeavors:

10. Facilitate your IT admins with time and knowledge to change the operation and start automating!! Don’t let the process work you, let the process work for you! Use System Center 2012 SP1 capabilities to leverage your ambition People Process Technology

11. Virtual Machine Manager Operations Manager Configuration Manager Data Protection Manager Virtual Physical Public Cloud Private Cloud

14. X X

15. Consistent UX (Console, Web, SharePoint, etc.)

16. Performance event Exception event Detect Isolate tier Assign owner Triage System state Event details Diagnose

21. 3 rd Party Management Tools Service Catalog Templates Workflows CMDB Work Items Configuration Items Knowledge Reporting and data warehouse Self Service Standardizatio n Automation EmailMobile Portal Service manager service delivery

22. Active Directory Service Manager Configuration Manager Virtual Machine Manager Operations Manager Orchestrator ConnectorConnector ConnectorConnector ConnectorConnector ConnectorConnector ExchangeExchange ConnectorConnector ConnectorConnector SharePointSharePoint ConnectorConnector Service manager integration

28. Warnings EventsAlerts

31. PROACTIVE AND REACTIVE OPERATIONS RELEASE MANAGEMENTSERVICE-LEVEL AGREEMENTS Automation to drive business needs Drive a consistent service- delivery experience Embed support rules and measurements into the workflow and activities for work items Ensure changes to the organization are effectively managed and released to minimize the impact and duration of the disruption to normal business Streamline IT operational processes and activities  Consistent delivery  Greater productivity  Support compliance Facilitate the rapid remediation of errors related to IT assets and enable dynamic self-healing infrastructure, applications, and services

32. Automation Concepts Activities Intelligent tasks that perform defined actions Runbooks System-level workflows that execute a series of linked activities Databus Used to publish and consume information as a runbook executes Standard Activities A rich set of out-of- box activities Invoke Web Services Compare Values Send e-mail Query Database Run.Net Script Get Server ID from DPM Get Data Sources Create Recovery Point Create Incident Create Checkpoint Start Maint Mode Shut Down VM E-mail on error Update on success Return Data Check Schedule

33. Service Manager Configuration Manager Virtual Machine Manager Service Manager Orchestrator ConnectorConnector ConnectorConnector ConnectorConnector ConnectorConnector Orchestrator integration Operations Manager Service Manager Data Warehouse Exchange Active Directory Third party mgmt tools

35. Make it a process Monitor AnalyzeAutomate Keep tuning you Monitoring and have a LOB perspective in you daily operation Analyze you work Know what takes up your time Automate you most time consuming tasks

36. Stop following incidents Register and analyze Describe your tasks step by step Make it part of your DNA If you know what you did the last month you can see where you need to invest to make you life easier. when incident control you life within IT you need to step back and start prioritizing. Fixing incidents is only one step in the solution, creating knowledge of the stuff you learned is the second. Analyzing you daily and weekly task so you can automate your top 10 task by creating time for the really cool project you never had time to do before! If you run into repetitive tasks, not only in the incident process, start the cycle over and over again. Take your time to Automate

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