1. System Center Service Manager 2012 technical overview Walter Pitrof Technology Solution Professional Microsoft Switzerland walter.pitrof@microsoft.com

2. Your Expectation The Power is in the Integration Integrated System Center CMDB Self-Service Portal Incident and Problem Management Change Management Knowledge Management Demo Q & A

4. CONNECTORSCONNECTORS Asset Management (Provance) Self Service IT Business Intelligence (OLAP) Service Level Management Compliance and Risk SCCM 2007SCCM 2012 SCCM 2007SCCM 2012 SCOM 2007SCOM 2012 SCOM 2007SCOM 2012 Orchestrator SCVMM 2012 Active Directory Portal Workflows Knowledge Base Data Warehouse CMDB Authoring Change and Release CSV Exchange 2007 Exchange 2010 Service Request

6. Data Warehouse OLAP = Online Analytical Processing

8. System Center common schema Object Model Based on Operations Manager IT assets and services are Configuration Items (CIs) Incidents, change requests, and problems are Work Items (WIs ) Configuration Management Database (CMDB) features: Connectors sync data with external systems Create, update, and view CIs Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users Automatically track CI change history Service definition and mapping Integrated | Efficient | Business Aligned Relationships

11. Portal Reports & Dashboards E-Mail & Other Clients Excel

19. Portal: Role-based Access, Self Service CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks 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 InvokeMonit or Integration Packs WI activities Notification s Approvals PRESENTATION IT Service Offerings PRESENTATION IT Service Offerings DATA CMDB enables standardization and compliance DATA CMDB enables standardization and compliance Automation Request Processes WORKFLOW Request processes drive automation WORKFLOW Request processes drive automation

21. Release Approved Changes (ChM) Release Planning Release Building Acceptance Testing Release Preparation Release Deployment Change Review (ChM) End

22. Project 1: HRWeb Upgrade CR 1.1 Infra Upgrade CR 1.2 HRWeb App. Upgrade January Release February Release March Release Project 2: OCS to Lync Upgrade CR 2.1 Prepare Environments CR 2.2 OCS to Lync Servers Upgrade CR 2.3 Lync Client SW Upgrade Project 3: New Printing Infra CR 3.1 Network Upgrade CR 3.2 …CR 3.3 …

23. Project IT Operations Change & Release Management

32. Q&A