1. System Center Service Manager How Microsoft Helps Our Customers Tackle IT Service Management JONATHAN LIU IT SERVICE MANAGEMENT CONSULTANT DMVMUG Reston, VA http://dmvmug.com

2. Agenda  Introduction to IT Service Management  Introduction to System Center Service Manager  Delivering “IT as a Service” with Service Manager  Putting It All Together: IT Service Architecture Scenario-based discussions Please feel free to speak up at any time! I love hearing your experiences and encourage participation.

3. Session Objective And Takeaway Session Objective:  Discuss how a service-based approach to IT along with System Center 2012 technology—and specifically Service Manager—can provide more agile, cost-effective, and efficient IT Service Management that drives automation, standardization, and accelerates functions beyond the existing legacy tools Key Takeaway:  System Center Service Manager is built upon IT Service Management proven practices, and through an approach of process and technology can allow IT organizations to better manage the operational environment

4. What is all the fuss about “IT Service Management”?

9. Is technology the cause of downtime? Research tells us that 80% of IT failures are related to people and process issues. Only the remaining 20% can be attributed to technology failures Gartner Security Conference presentation "Operation Zero Downtime," D. Scott

10. Gartner Group Research  More than 300 self-assessments have been completed in Gartner's ITScore for I&O.  Key Findings… The assessment results indicate that, overall, infrastructure and operations (I&O) maturity has not appreciably improved. IT I&O, as a discipline, remains relatively immature: The average maturity is 2.35 (the highest score achievable is 5.0). Of the four dimensions of I&O, process management remains substantially less mature than the other three (people, technology and business management). Source: Infrastructure & Operations Maturity: How Do You Compare? Published: 13 March 2012 ID:G00219151

11. IT Service Management Outcomes Implementing a shared service organization where multiple, geographically disperse operations team were centralized and over 20% of operational budget ($3-4M) was decreased over a 4 year period Re-deployment and rationalization of 16 roles for individual site break / fix and field support staff related to Level 1 Service Desk activities representing approximately $800,000 in annual IT budget savings Supported Release Management efforts by reducing the number of backed out releases by 35% enabling time-to-market increase of an average of 3 months per critical application Increased First Call Closure Rates (FCCR) from 64% to 82% within the first 6 months and increased customer satisfaction ratings from 74% to 92% based on internal IT and HR surveys Increased the rigor of Change and Release Management processes to decrease the number of Priority 1 issues by 45% over a 12 month period saving over $1,000,000 in productivity costs Supported an overall ISO20000 initiative for an outsourcer to better position firm among competitors when bidding for government and F500 outsourcing contracts

12. System Center Service Manager <3 IT Service Management

13. Where does it fit in the System Center stack?

14. Datacenter Management Operations Manager (Monitoring) App Controller (App Self Service) Virtual Machine Manager (Provisioning) Orchestrator (Automation) Service Manager (Service Management) Configuration Manager (Configuration) Data Protection Manager (Disaster Recovery)

16. System Center Service Manager Service Demand Visibility CMDB Populated from AD and Tools Self-Service Request Automation Reporting with Excel and SharePoint Integrated Perspective Service-Based Approach Simple Product Configuration

17. IT Service Managementwith Service Manager Service Design Capacity Management Availability Management Risk Management Compliance Management Supplier Management Service Transition Service Asset & Configuration Management Change Management Release Management Knowledge Management Service Operation Incident Management Problem Management Event Management Request Fulfillment Continual Service Improvement Service Level Management Service Measurement Service Reporting

18. IT Service Managementwith Service Manager Service Design Capacity Management Availability Management Risk Management Compliance Management Supplier Management Service Transition Service Asset & Configuration Management Change Management Release Management Knowledge Management Service Operation Incident Management Problem Management Event Management Request Fulfillment Continual Service Improvement Service Level Management Service Measurement Service Reporting

19. Process Workflow Forms Reporting & Data Warehouse Workflows C onfiguration M anagement D ata B ase Work Items Configuration Items Knowledge Integration across Stack Standard Process Automation Self Service Service Catalog Reports Email / Mobile / Client Service Catalog Reports Email / Mobile / Client Solutions Problem Change Incident Compliance & Risk Service Request Release

20. Delivering IT as a Service

21. Achieving “IT as a Service” Objectives  Reduce Costs  Increase Service Levels  Faster Time to Delivery  Provide More Data  More Transparency  Compliance ITIL ® COBIT ® MOF ® Automation Standardization Compliance Self-service Visibility

22. Delivering IT as a Service Automation Standardization Compliance Self-service Visibility

23. Business Process Standardization  Business Process defined in Templates  Business Process automated through Workflows and Activities

24. CMDB Data Standardization  Integrated CMDB  Common Service Model  Common System Center Schema  Reconciliation of Data  Easy to Create and Maintain a Meaningful CMD  Service Catalog

25. Service Level Agreements  Service Level Objectives (SLOs)  Supported for all work items  SLOs tied to pre-defined Queues  Supports different metrics  Calendars  Business hours, Holidays  Notifications  Views / Forms  Email notifications on warning and breach

26. Integrated CMDB CloudsUsersFabricTemplatesServices VMs Runbooks Role- based access Dynamic Request Form on the Portal Author Request Template Service Request Templates defines business processes Service Catalog Portal home page Processes defined here drives automation Author Request Offerings Request Offering maps User Input to Service Request Template Author Service Offerings Service Offerings is a collection of requests Request triggers Workflows, approvals, notifications as defined by processes in templates Service Catalog

27. Delivering IT as a Service Automation Standardization Compliance Self-service Visibility

28. Data Center Alerts SOURCES RECORD QUEUES TRIAGE QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE RESOLUTION ESCALATION CLOSURE CLASSIFICATION ROUTING CLASSIFICATION ROUTING Incident Management Process

29. Incident & Problem Management  Standard process and automation for Incident & Problem Management  Quickly restore service through routing and knowledge  Easily adapt your process and workflows

30. Scenario: AutomaticallyGenerate Incident fromData Center Alert ALERT GENERATED INCIDENT CREATED INCIDENT RESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED SERVICE MONITORED IT Analyst / Operator

31. Service Request Automation  Enable IT Self-Service Portal to lower support costs and increase end-user satisfaction  Provide choice and flexibility  Efficient support anytime, anywhere  Increase communication efficiency of SRs, saves time and add convenience for end-user.

32. Scenario:Automating End-userSoftware Requests Create Packages & Programs Configure SM Portal Request Delivered Software Deployed End User Requests Software End User Manager Approves Request Manager

33. Scenario: AutomatedSelf-service CloudRequests Import Runbooks Configure Request Offering Runbook Invoked Create VM Request VM from Service Catalog Service Request Created SM Admin End User VMM Admin

34. Delivering IT as a Service Automation Standardization Compliance Self-service Visibility

35. Self-Service Delivery Portal Reports & Dashboards Excel E-Mail

36. Delivering IT as a Service Automation Standardization Compliance Self-service Visibility

37. Service Manager Enables Compliance Compliance library maps legalese to actionable IT control activities Compliance is continuously and automatically evaluated in real time

38. Compliance Management  Major scenarios  Reduce operational cost by managing deviation from standardized configuration  Manage regulatory compliance  DCM Integration in Service Manager  Regulatory compliance is focus  IT GRC Process Management Pack

39. Compliance Example:FIM 2010 & SvcMgr 2012Integrated Password Reset AD DW Change Request

40. Change Management  Minimize risk and disruption to production  Easily adapt your processes and workflows  Connector to System Center Configuration Manager synchronizes hardware information and other relevant information to Service Manager  Change Management templates out of box. Ability to add custom templates.  Process automation via workflows

41. Delivering IT as a Service Automation Standardization Compliance Self-service Visibility

42. System Center Data Warehouse Data Warehouse

43. Reporting and Dashboards  Enable self service report & dashboard authoring with OLAP cubes  OLAP cubes powered by the System Center management pack model  Report authoring with Office integration for knowledge workers  Create and Adapt Reports to Support Continuous Improvement

44. Data WarehouseDrives ContinuousImprovement Data Warehouse SvcMgr ETL Insert / Update View Reports Manage & Analyze within the Console IT Analyst IT Administrator

45. Putting IT All Together: IT Service Architecture

46. Portal : Role-based Access, Self Service CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks Request Processing: Business process WF engine Request Processing: Business process WF engine Service Catalog : Service and Request Offerings Business Events Subscriptions Orchestrator : IT process automation Run books OM Other IT Systems VMM Connectors DW Invoke Monitor Integration Packs WI activities Notifications Approvals Notifications Approvals DATA Automation Request Processes WORKFLOW PRESENTATION

47. Business Process User Roles Service & Request Offerings Private Cloud VM ProvisioningRequest Cloud Applications Service ProvisioningRequest Fix for Service Users Access Requests Request Quota Increase Data and Process Templates ( standardized configurations ) Data and Process Templates ( standardized configurations ) Work Items (in-progress processes) Work Items (in-progress processes) CMDB Objects Review Runbook Email Self service models and defaults (Quotas, access tiers, costs) Self service models and defaults (Quotas, access tiers, costs) SLA Knowledge Schedule Cost Data: CMDB enablesstandardization andcompliance CloudsUsersFabricTemplatesServices VMs Runbooks 1 1 2 2 3 3 4 4 5 5

48. Request Template CMDB SCO Runbook SCO Web Service SM Runbook Items Runbook Activity Service Request SCO Connector Service Catalog - Request Offering SCO Runbook SM Runbooks Folder Invoke Monitor Workflow: Requestprocesses driveautomation 1 1 2 2 3 3 4 4 5 5 6 6

49. Self-Service Portal  Silverlight web parts hosted in SharePoint Foundation 2010 or higher  Customize out-of-box web parts using SharePoint admin tools  Extensible via SharePoint extensibility for hosting web parts Presentation: ITService Offerings

50. Benefits and Outcomes

51. LinkedIn: www.linkedin.com/in/liujonathanc Email: Jonathan.Liu@microsoft.com Need more information on DMVMUG Visit www.dmvmug.com www.dmvmug.com Need more information on DMVMUG Visit www.dmvmug.com www.dmvmug.com