2. Clare Henry Director Technical Product Marketing Michael Nappi Product Unit Manager Microsoft System Center

4. CMDB IT Process and workflow Automation Service Maps Integrated Platform for Orchestrating People, Process, and Technology Self Service Portal Automated Notifications Knowledge Base Asset Management Compliance and Risk Management Informed Decision Making INTEGRATED | EFFICIENT | BUSINESS ALIGNED

5. ASSET MANAGEMENT PROVANCE SELF SERVICE IT BUSINESS INTELLIGENCE COMPLIANCE AND RISK IT ANALYST Service Manager : The Power is in the Integration Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring

6. Integrated System Center CMDB INTEGRATED | EFFICIENT | BUSINESS ALIGNED

7. Incident Management Restore service quickly

8. Change Management Minimize errors and reduce risk

9. Knowledge Management Reducing time to resolution Knowledge articles: Customer, Partner, and Analyst authored content Capture existing knowledge published on the Web Links to external and local content Ratings Searchable: Full text Keywords Related incidents, change requests, knowledge articles

10. Data Warehouse: Business Intelligence for IT INTEGRATED | EFFICIENT | BUSINESS ALIGNED

11. Service Manager Driving Service Management Outcomes IT SERVICE MANAGEMENT GOALS INTEGRATED | EFFICIENT | BUSINESS ALIGNED Realize value of the IT investment Ensure IT governance, risk, and compliance Adapt to ever-changing needs of the organization Reduce downtime, lower time to resolution Improve reliability Simplify the management of compliance and risk Provide choice and flexibility Deliver efficient support, anywhere, anytime Increase responsiveness and satisfaction

12. Scenario – Datacenter Integration Eliminating costly downtime through auto detection INTEGRATED | EFFICIENT | BUSINESS ALIGNED ALERT GENERATED INCIDENT CREATED INCIDENT RESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED SERVICE MONITORED

13. Scenario - Empowering the End User INTEGRATED | EFFICIENT | BUSINESS ALIGNED

14. Deliver Efficient and Responsive User-Centric Service Charlie Chase Group Program Manager Microsoft Corporation

15. Service Manager Authoring Tool Drag and drop designers – no code or XML required! Forms customization Add/remove/move controls, change formatting, validation rules Extend CMDB model Add new classes, relationships, and properties Workflow authoring Compose workflows using predefined activities Define automated activity rules to execute these workflows

16. Extending Service Manager Travis Wright Senior Program Manager Microsoft Corporation

17. Scenario - Automating Compliance DCM Integration INTEGRATED | EFFICIENT | BUSINESS ALIGNED DCM DRIFT INCIDENT CREATED CHANGE REQUESTED INCIDENT DIAGNOSED REMEDIATION ACTION CLIENT MANAGED

18. Managing Compliance and Risk Charlie Chase Group Program Manager Microsoft Corporation

19. Summary – Service Manager 2010 On Track for 1H 2010 RTM! Change Portal Workflows Knowledge Base Data Warehouse CMDB Authoring

20. Resources Beta 2 available now from http://connect.microsoft.com Give us feedback through the Service Manager Forums http://social.technet.microsoft.com/Forums/en- US/category/servicemanager/ Read the Service Manager blogs http://blogs.technet.com/servicemanager Additional info available at: http://www.microsoft.com/systemcenter/en/us/service- manager.aspx

21. System Center Roadmap

22. Related Content MGT10-IS: System Center Service Manager 2010 "Chalk Talk" Wednesday, 13:13-14:45, Interactive Theatre 5 - Yellow Required Slide Speakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session. Required Slide Speakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session.

23. Complete an evaluation on CommNet and enter to win an Xbox 360 Elite! Required Slide

25. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Required Slide