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

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
Agenda
Scenario-based discussions
Please feel free to speak up
at any time! I love hearing
your experiences and
encourage participation.
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
What is all the
fuss about
“IT Service
Management”?
Is technology the cause of downtime?
Research tells us that 80% of IT failures are
related to people and process issues.
Process
People
Technology
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott
Only the remaining 20% can be
attributed to technology failures
Gartner Group
Research

More than 300 self-assessments have
been completed in Gartner's ITScore for
I&O.

Key Findings…
Source: Infrastructure
& Operations Maturity:
How Do You
Compare?
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).
Published: 13 March
2012 ID:G00219151
Of the four dimensions of I&O, process
management remains substantially less
mature than the other three (people,
technology and business management).
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
System Center Service Manager
<3
IT Service Management
Where does it fit in the System Center stack?
Orchestrator
Virtual
Machine
Manager
(Automation)
(Service
Management)
(Provisioning)
Configuration
Manager
App Controller
(App Self Service)
Operations
Manager
(Monitoring)
Service
Manager
(Configuration)
Datacenter
Management
Data
Protection
Manager
(Disaster Recovery)
System Center Service Manager
Service-Based
Approach
Service Demand
Visibility
Self-Service Request
Automation
Reporting with Excel
and SharePoint
CMDB Populated
from AD and Tools
Integrated
Perspective
Simple Product
Configuration
Service
Transition
Service
Operation
Capacity
Management
Service Asset &
Configuration
Management
Incident
Management
Change
Management
Problem
Management
Availability
Management
Supplier
Management
Service Level
Management
Service
Measurement
Risk Management
Compliance
Management
Continual
Service
Improvement
Release
Management
Event
Management
Knowledge
Management
Request
Fulfillment
Service Reporting
IT Service Management
with Service Manager
Service
Design
Service
Transition
Service
Operation
Capacity
Management
Service Asset &
Configuration
Management
Incident
Management
Change
Management
Problem
Management
Availability
Management
Supplier
Management
Service Level
Management
Service
Measurement
Risk Management
Compliance
Management
Continual
Service
Improvement
Release
Management
Event
Management
Knowledge
Management
Request
Fulfillment
Service Reporting
IT Service Management
with Service Manager
Service
Design
Self
Service
Standard
Process
Automation
Workflows
Integration
across Stack
Release
Service
Request
Configuration
Management
Data Base
Knowledge
Process
Workflow
Change
Configuration
Items
Compliance
& Risk
Work Items
Solutions
Service Catalog
Reports
Email / Mobile / Client
Incident
Problem
Forms
Reporting &
Data
Warehouse
Delivering IT as a Service
Achieving “IT as a Service” Objectives
MOF
®
Standardization
Automation
ITIL®
COBIT
Self-service
®
Compliance
Visibility

Reduce Costs

Increase Service Levels

Faster Time to Delivery

Provide More Data

More Transparency

Compliance
Standardization
Delivering
IT as a Service
Automation
Self-service
Compliance
Visibility
Business Process Standardization

Business Process defined
in Templates

Business Process
automated through
Workflows and Activities
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
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
Processes
defined here
drives
automation
Request Offering maps User Input
to Service Request Template
Author
Request
Offerings
Service Offerings is a
collection of requests
Author
Service
Offerings
Service
Catalog Portal
home page
Dynamic Request
Form on the Portal
Request triggers Workflows,
approvals, notifications as
defined by processes in
templates
Rolebased
access
Integrated CMDB
Runbooks
Clouds
Templates
Services
VMs
Fabric
Users
Service Catalog
Author
Request
Template
Service Request
Templates defines
business processes
Standardization
Delivering
IT as a Service
Automation
Self-service
Compliance
Visibility
Incident Management Process
Data Center
Alerts
SOURCES
RECORD
CLASSIFICATION
ROUTING
QUEUES
TRIAGE
RESOLUTION
ESCALATION
CLOSURE
Incident & Problem Management

Standard process and
automation for Incident
& Problem Management

Quickly restore service
through routing and
knowledge

Easily adapt your
process and workflows
ALERT
GENERATED
INCIDENT
CREATED
INCIDENT
DIAGNOSED
INCIDENT
RESOLVED
IT Analyst /
Operator
INCIDENT
CLOSED
Scenario: Automatically
Generate Incident from
Data Center Alert
SERVICE
MONITORED
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.
Configure
SM Portal
End User
Requests
Software
Manager
Approves
Request
End User
Manager
Request
Delivered
Software
Deployed
Scenario:
Automating End-user
Software Requests
Create
Packages &
Programs
Configure
Request
Offering
Request
VM from
Service
Catalog
Service
Request
Created
SM Admin
End User
VMM Admin
Runbook
Invoked
Create VM
Scenario: Automated
Self-service Cloud
Requests
Import
Runbooks
Standardization
Delivering
IT as a Service
Automation
Self-service
Compliance
Visibility
Self-Service Delivery
Portal
Reports &
Dashboards
E-Mail
Excel
Standardization
Delivering
IT as a Service
Automation
Self-service
Compliance
Visibility
Service Manager Enables Compliance
•
Compliance library maps legalese to actionable IT control
activities
•
Compliance is continuously and automatically evaluated
in real time
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
Compliance Example:
FIM 2010 & SvcMgr 2012
Integrated Password Reset
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
Standardization
Delivering
IT as a Service
Automation
Self-service
Compliance
Visibility
System Center Data Warehouse
Data
Warehouse
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
Manage & Analyze within the Console
IT Administrator
Insert /
Update
View
Reports
SvcMgr
Data Warehouse
ETL
Data Warehouse
Drives Continuous
Improvement
IT Analyst
Putting IT All Together:
IT Service Architecture
Portal: Role-based Access, Self Service
DW
PRESENTATION
Service Catalog: Service and Request Offerings
CMDB
Models / Objects:
Quota, Access, Costs,
Templates, VMs,
Services, Clouds,
Runbooks
DATA
Connectors
Business
Events
Subscriptions
Request Processing:
Business process WF engine
Request Processes
WI activities
Monitor
Invoke
WORKFLOW
Orchestrator: IT process automation
Automation Run
books
Integration
Packs
OM
VMM
Other IT
Systems
Notifications
Approvals
Service & Request Offerings
4
Knowledge
Private Cloud
Applications
Users
VM Provisioning
Service Provisioning
Access Requests
Request Cloud
Request Fix for Service
Request Quota
Increase
Schedule
5
User Roles
Cost
2
Business Process
Data and Process Templates
(standardized configurations)
3
Self service models and defaults
(Quotas, access tiers, costs)
Work Items
(in-progress processes)
Review
1
Runbook
Email
CMDB Objects
Runbooks
Clouds
Templates
Services
VMs
Fabric
Users
Data: CMDB enables
standardization and
compliance
SLA
Service Catalog - Request Offering
CMDB
4
Request Template
5
Invoke
Monitor
Runbook Activity
2
SM Runbook Items
6
SCO
Connector
1
SCO Web Service
Service Request
Workflow: Request
processes drive
automation
3
SM Runbooks Folder
SCO Runbook
SCO Runbook
SCO Runbook
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: IT
Service Offerings

Benefits and Outcomes
Email: Jonathan.Liu@microsoft.com
LinkedIn: www.linkedin.com/in/liujonathanc
Need more information on DMVMUG
Visit www.dmvmug.com
Questions?