System Center Service Manager 2010 provides a flexible platform to automate common IT processes. It integrates with other System Center products like Configuration Manager, Operations Manager, and Active Directory. Service Manager allows organizations to manage incidents, changes, problems, assets, and compliance through features like workflows, self-service portals, a knowledge base, and a configuration management database. It aims to help IT groups deliver efficient support, simplify management, and improve reliability through an integrated platform for orchestrating people, processes, and technology.

1. System Center Service Manager 2010 ile Yapılabilecekler Mustafa KARA BilgeAdam BTA Sistem ve Network Bölüm Bşk.Yrd. mustafa.kara@bilgeadam.com

2. AUTOMATE OPTIMIZE SIMPLIFY PEOPLE PROCESS TECHNOLOGY

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

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

5. We Use Service Manager To …

6. Integrated System Center CMDB System Center common schema Common schema across System Center Object model is based on Operations Manager IT assets are represented as configuration items (CIs) Incidents, change requests, and problems are represented as work items (WIs) Configuration Management Database (CMDB) features 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

7. Incident Management Restore service quickly 75 to 80% of all incidents are caused by poor change management Efficient resolution with knowledge base and history Ensure accurate and efficient recording with pre-defined templates Automatic incident creation between Config and Ops Manager

8. Change Management Minimize errors and reduce risk 33% of customers plan to automate change over the next three years Embed standard processes Efficiently create change requests Fill in information quickly using templates

10. Capture existing knowledge published on the Web

11. Links to external and local content

13. Keywords

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

16. Demo – Datacenter IntegrationEliminating costly downtime through auto detection SERVICE MONITORED ALERT GENERATED INCIDENT CREATED INCIDENT RESOLVED INCIDENT DIAGNOSED INCIDENT CLOSED CONNECTOR CONNECTOR INTEGRATED | EFFICIENT | BUSINESS ALIGNED

17. Demo - Empowering the End User The average cost of a single call is $25 to $30 Self Service Portals reduce calls by 30% Provision Software Reset Passwords Create/view service requests View announcements Search/view knowledge base INTEGRATED | EFFICIENT | BUSINESS ALIGNED

18. Demo - Automating ComplianceDCM Integration CLIENT MANAGED INCIDENT CREATED CHANGE REQUESTED INCIDENT DIAGNOSED REMEDIATION ACTION DCM DRIFT INTEGRATED | EFFICIENT | BUSINESS ALIGNED

19. Compliance and Risk Process Management Pack for Service Manager Regulations and Standards CONTROL OBJECTIVES Exchange WS2008 Windows 7 CONTROL ACTIVITES Reports Reports Reports

20. ScenarioAlways Ready for an IT Audit Process Controls Map Control Objectives GRC Implement Procedure Program Manager Validate Settings Managing Compliance Detect Failure Record Result Failure Corrective Actions Actions Activities GRC Incident/ Issue Config Settings Dashboard GRC Problem Monitor Change Control Take Action Operations Engineer Provide Audit Trail

23. Soru-Cevap

24. Teşekkürler Mustafa KARA http://www.mustafakara.net.tr System Center Çözümleri Blogu http://mustafakara01.spaces.live.com http://mshowto.org