IT Service Management mit System
Center Service Manager 2010
Walter Pitrof
Microsoft Schweiz GmbH
walterp@microsoft.com
Agenda
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Source of Operational Problems
The Power is in the Integration
Integrated System Center CMDB
Self-Service Portal
Desired Configuration Monitoring (DCM)
Incident and Problem Management
Change Management
Knowledge Management
Service Manager Authoring Tool
3rd Party Integration
IT Process Automation with Opalis
System Center Roadmap
Source of Operational Problems
Source of Operational Problems
• Change
Management
• Overloaded
• Weak Problem
Detection
OPERATIONS
Operator
Error
40%
Application
Failure
40%
• Hardware/OS
• Network
• Power and Disaster
• Forget
Something
• Lack of
Procedures
• Backup
Errors/Security
Other
20%
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002
People, Process, or Technology
Problem?
Service Manager 2010
The Power is in the Integration
Service Manager 2010
The Power is in the Integration
Self Service
Service Level
Management
IT Business
Intelligence
Compliance and
Risk
Incident and Problem
Asset
Management
Change
Workflows
Portal
Knowledge
Base
Authoring
CMDB
Data Warehouse
CONNECTORS
Automate
and Deploy
Capacity and
Utilization
Inventory Active Directory
Alert
and Usage
Management
Integrated System Center CMDB
Integrated System Center CMDB
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
CMDB Data
Config
Items
Work
Items
Relationships
Integrated | Efficient | Business
Demo
Configuration Items
Self-Service Portal
Empowering the End User
User self-service portal
Provision Software
(Reset Passwords) with FIM
Create/view service requests
Self Service Portal
reduces help desk
calls by 30%
View announcements
Search/view knowledge base
Demo
Self-Service Portal - Incident
Management
Desired Configuration
(Desired Configuration Monitoring in SCCM 2007 R2)
What our Customer data tells us
21% is
everything
else combined
(“unclassified
” or ‘other’)
22% are how-to
related – poor /
improper
operations of
the
environment
33% were
due to
Installation
issues
48%
Misconfiguration
Operational issues
account for 76% of
Critical Situations
(CritSits)
67% POST
installation
‘changes’
3%
NEW
bugs
6% due to
KNOWN
bugsalready fixed
Desired Configuration Management
Vision
Define configuration baselines
ID required and prohibited
configurations
Audit compliance of Windows
systems
Core Scenarios:
Detect server configuration “drift”
Improve Helpdesk troubleshooting
and “time-to-resolve”
Regulatory compliance reporting
Change verification
DCM Data flow in SCCM 2007 R2
1
Configuration
Items created by
importing valid
CI documents
DCM Digests
2
ConfigMgr
Admin
Console
New
Configuration
Items authored
3
Configuration
Baseline defined
using
configuration items
ConfigMgr Database
Windows
Server 2008
CI
CRM
Application
CI
Antivirus
Software
CI
Compliance
State
Tables
CRM Application
Server
Baseline
ConfigMgr Server
Managed
Client
Active
Directory
File
4
WMI
5
Script
XML
DCM discovers
CIs and
validates data
against rules
SQL
Registry
Software
IIS
Updates
MSI
Configuration baseline targeted
at managed client
6
ConfigMgr Client
Compliance
report sent to
ConfigMgr Server
Incident and Problem Management
Incident Management
Keep users and data center services up and
running, and restore service quickly
Process workflows
Escalations
Notifications
Customizable templates
Knowledge & History
Automatic incident creation
Desired Configuration
Monitor (DCM) errors
Operations Manager alerts
Inbound Email
Portal
Problem Management
Enables organizations to identify and track
problems
• Problem creation from
similar incidents
• Link Incidents and
Change requests to
problem
• Auto resolution of
Incidents linked to the
Problem
Demo
Incident and Problem
Management
Change Management
Change Management
Minimize errors and reduce risk
Typical Change Models
Standard, Major, Emergency…
Review and Manual activities
Customizable Templates
Workflows and Notifications
Analyst Portal
Approvals via Web
Relate Change Requests to
Incidents, Problems and
Config Items
Knowledge Management
Knowledge Management
Reducing time to resolution
Knowledge articles
Customer, Partner, and
Analyst authored content
Local content and links to
external content
End User and Analyst
Sections
Ratings
Knowledge Search
Full text, keywords,
categories
Related incidents, change
requests, problems
Console and Web interfaces
Demo
Knowledge Management
Service Manager Authoring Tool
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
Demo
Service Manager Authoring
Tool
3rd Party Integration
Provance and Service Manager
Provance IT Asset Management Pack for
Microsoft System Center Service Manager
Process Management Pack extension that
provides IT asset lifecycle management
and software asset management
RTM 2Q/2010
Demo
Provance IT Asset Management
ATEA Spintop’s (1/3)
ATEA Spintop’s (2/3)
ATEA Spintop’s (3/3)
Roadmap
Roadmap
2009
2008
H1
2010
H1
H2
Beta 1
CTP2
H2
Beta 2
H1
RC
RTM
Opalis
IT Process Automation
Addition Of Opalis To System
Center Enables Process Automation
IT Process Automation (ITPA), also known as Run Book Automation (RBA), is
the ability to orchestrate and integrate IT management tools through workflow
Helps meet strategic IT goals
through improving service to
business
Replaces many manual,
resource-intensive, and errorprone activities
Typically cross multiple IT
components, disciplines, and/or
departments
Data
Protection &
Recovery
Configuration
Management
Server
Compliance
End-To-End
Monitoring
(Physical &
Virtual)
Processes Across IT Silos
IT Silos
Cross-Silo Processes
Event Mgmt
Storage
Server
Network
Cloud Computing
Security
Virtual Service Management
Virtual
Provisioning
Configuration
Change &
Compliance
Asset/CMDB
Incident
Response
Service Desk
Opalis Integration Packs
> BladeLogic Operations Manager
> BMC Atrium CMDB
> BMC Event Manager
> BMC PATROL
> BMC Remedy ARS
> CA AutoSys
> CA eHealth
> CA NSM
> CA Service Desk
> CA Spectrum
> EMC Smarts InCharge
> FTP
> HP Asset Manager
> HP iLO
> HP OpenView Operations
> HP OpenView Service Desk
> HP Service Manager
> HP Network Node Manager
> IBM Tivoli NetCool / OMNIbus
> IBM Tivoli Enterprise Console
> IBM Tivoli Storage Manager
> Microsoft Active Directory
> Microsoft Systems Management Server
> Microsoft System Center Operations
Manager
> Symantec Net Backup
> VMware vSphere
Automated Processes
IT Silos
VM Provisioning Process
Event Mgmt
Remove from
Ops Manager
Add to
Ops Manager
Service Desk
Asset/CMDB
Monitor
Service
request
Create
incident
Update
request
Update
request
Update & close
request
Create CI
Retire CI
Configuration
Test VM
Deploy
Applications
Verify
Application
Virtual
Stop VM
Security
Clone new
VM
Update
properties
Storage
Detach Storage
Server
Network
Detach Network Adapter
Integration for Virtual Machine Manager 2008 R2 not yet RTM
Demo
Opalis
System Center Roadmap
System Center Roadmap
CY 2008
2009
2010
2011