Brannan Matherson Product Marketing Manager
Symon Perriman
Senior Technical Evangelist
Process
Orchestrator
Automation
Integration
SLA Insights and Analysis
06 | IT Service Management
Microsoft
Virtual
Academy
What does an IT decision maker need? Dashboards on-demand:
usage and performance – your workloads – infrastructure costs – trends
and forecasting based on projects
SharePoint Dashboard
 Price sheets
 Spending trends
 Private cloud costs
 Costs per user
Excel dashboard report
 Price sheets most used
 Trends of reserved cloud
resources
 Usage per cost center
 Usage per resources
Analyze data
$
Apply price sheet
Generate reports
SS Portal
CMDB
Service Manager
=
Orchestrator
App Controller
SM Portal
CMDB
Service Manager
Operations
Manager
Identify clouds with free
resources, and use standardized
workflows and rules for service
management
SS Portal
Orchestrator
App Controller
SM Portal
Development team
Reaching compute capacity,
and requesting resources
Standardized Service Delivery
06 | IT Service Management
Microsoft
Virtual
Academy
Service offering
Request offerings
Templates
The service catalog
Step 1:
Create
Service
Offering
Step 2: Create
service
request
template
Step 3:
Publish
Service
Offering
Step 4:
Create
Request
Offering
Step 5:
Publish
Request
Offering
Step 6:
Add Request
Offerings to
Service Offerings
Types of Services
Manage Multiple Processes
06 | IT Service Management
Microsoft
Virtual
Academy
Release
management
Change
management
Self-service
Reporting
and insights
Problem
management
The service management workflow, managed by the CMDB in Service Manager that
controls a process schema that also compliments ITIL methodologies
CMDB
Service
Manager
Business policy
Benefits and value
Standardizing how IT processes can be applied and built on a robust
CMDB which drives integration, automation and self-service
The data center and environment are
fraught with change
A new compliance
requirement
impacts my
business
A tool update
changed a critical
process
The addition, modification or removal of
anything that could have an effect on IT
services
Results of change
management
Minimize errors
and reduce risk
Reduced disruption
time for users
Enhanced business perception of IT through
improved quality of service
Increased visibility and communication of
changes to both business and service
support staff
-
OLA Insights and Analysis
06 | IT Service Management
Microsoft
Virtual
Academy
Reporting for the IT Admin – Inward Focus
Operational reports
on IT infrastructure
resources
How to customize
and share internal
reporting
Trending reports on issues, requests,
changes , and resources used within IT
Informed planning & decisions
on infrastructure capacity
Host forecasting
and
Host utilization
Systemic problems
Resources requested
most
OM reports help you make logical decisions
about infrastructure capacity and planning
SM reporting helps you to understand what
changes need to be made in systems and
processes
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