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System Center Service Manager 2012 Overview
1. Service Manager 2012 Overview Amit Gatenyo Infrastructure & Security Manager, Dario Microsoft Regional Director – Windows Server & Security 054-2492499 Amit.g@dario.co.il
2. Achieving IT as a Service Objectives MOF® ITaaS Objectives Automation Reduce Costs Increase Service Levels Faster Time to Delivery Provide More Data More Transparency Compliance Standardization ITIL® Self-service COBIT® Compliance Process Design Implementation
3. Service Manager Enables Controlled Automation Configuration Management DB IT Data Warehouse Knowledge Work Items Configuration Items Integration Centralized Data Storage Automation Interfaces
4. Service Manager Enables Self-Service Reports & Dashboards E-Mail & Other Clients Portal Excel
5. Service Manager Enables Standardization Business Process Defined in Templates CMDB Data Standardization Common Model Reconciliation of Data Service Catalog
6. Service Manager Enables Compliance Compliance is embedded in process, standards, self-service, and automation Compliance library maps legalese to actionable IT control activities Compliance is continuously and automatically evaluated in real time
7. Your Feedback Incremental Improvements Incident SLA Parent/Child Work Items AD Connector Improvements PowerShell Subscription Infrastructure Improvements Parallel Activities Performance Improvements Bug Fixes Thank You!
8. IT as a Service Architecture for Service Manager 2012 DATA CMDB enables standardization and compliance PRESENTATION IT Service Offerings DW Portal: Role-based Access, Self Service Service Catalog: Service and Request Offerings CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks WORKFLOW Request processes drive automation Request Processes Request Processing: Business process WF engine Notifications Approvals Business Events Subscriptions WI activities Invoke Monitor Automation Run books Orchestrator: IT process automation Connectors Integration Packs Other IT Systems OM VMM
9. DATA: CMDB enables standardization and compliance Service & Request Offerings 1. Connectors import cloud objects & VMM templates, including SCO runbooks 4 SLA 2. Admin creates SM templates to capture business process and the role of runbooks within the process Knowledge Schedule 5 Cost 3. Admin defines models and defaults to standardize offerings Business Process User Roles 3 2 Self service models and defaults (Quotas, access tiers, costs) Data and Process Templates (standardized configurations) 4. Admin specifies interaction with users – create questions and map to CMDB data Work Items (in-progress processes) 5. Admin configures access roles to the offerings 1 CMDB Objects Data Sources (OM, AD, VMM, SCO, CM) VMs Clouds Users Fabric Templates Services Runbooks
10. WORKFLOW: Request processes drive automation Service Request 1. SCO Connector syncs Runbook data to CMDB Service Catalog - Request Offering 2. Admin uses SM task to create RB activity w/ parameters mapped to properties 3. Admin adds to request template includes RB activity, added to Service Catalog 3 CMDB 4 Request Template SM Runbook Items 4. User creates SR from request offering 5 5. Runbook invoked with user inputs Invoke SCO Runbook SCO Runbook SCO Runbook 6. SM workflow monitors RB status SCO Web Service Monitor SM Runbooks Folder 6 2 Runbook Activity SCO Connector 1
11. PRESENTATION: IT Service Offerings Completely New 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 Portal Features Service Catalog Scoped to User Roles Customizable, Dynamic Forms
12. Terminology Service Request: Work item used for requesting standard IT services Request Fulfillment: Process for managing Service Requests Service Catalog: The set of service offerings and request offerings provided by IT to users Request Offering Request offered by IT to users (e.g., Request mailbox storage increase) Service Offering: Service offered by IT to users including request offerings, SLA & cost/chargeback details (e.g., Mailbox Provisioning) Technical Service (Service Maps): IT-facing service containing a configuration item dependency map supporting incident & change management scenarios – (e.g., Exchange, Active Directory)
13. Service Catalog Theory of Ops Service Request Templates defines business processes Request Offering maps User Input to Service Request Template Service Offerings is a collection of requests Author Service Offerings Author Request Offerings Author Request Template Dynamic Request Formon the Portal Service Catalog Portal home page Processes defined here drivesautomation Request triggers Workflows, approvals, notifications as defined by processes in templates Role-based access Integrated CMDB VMs Clouds Users Fabric Templates Services Runbooks
14. Scenario: Automated Self-service Cloud Requests BUIT End User Import Runbooks Configure Request Offering Runbook Invoked Create VM Request VM from Service Catalog Service Request Created SM Admin VMM Admin
15. Provance IT Asset Management Pack Process Management Pack for Microsoft System Center Service Manager IT Asset Life Cycle Management Software Management License Compliance Contract Management Enhanced IT Service Management
16. Microsoft - Provance Solution License Compliance Software Management IMACD Life Cycle Vendor Management Contract Management Refresh Planning IT Service Management Actual asset deployment and usage based on auto discovery and metering Planned or expected environment based on purchase and organizational information (e.g. user entitlement, s/w license agreements, etc.) Actual + Planned Supplementary detail on inactive assets (e.g. on order, warehoused, decommissioned, etc.) Auto discovery and inventory of active assets currently in operation Active + Inactive Auto discovery of network-connected assets Tracks “non IP-aware” assets, such as telecom assets (handsets and faxes), devices (PDAs, cell phones) and non-IT assets (equipment racks, furniture) Network + Out Of Band Financial detail such as vendor, organization, location, contracts (warranty, lease, rental, maintenance, support) and cost Operational asset detail, such as manufacturer, model, serial number, processor, memory, storage, etc. Operational + Financial
17. System Center Data Warehouse Replace System Center Reporting Manager (SCRM)* Pull data from SM, OM & CM for a comprehensive view of IT Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR) 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 Data Warehouse OLAP
18. Scope of Service Manager 2012 Major Investment Areas Incremental Improvements Service Requests Self-Service Portal Release Management Data Warehouse/Reporting Orchestrator/VMM Integration Incident SLA Parent/Child Work Items AD Connector Improvements PowerShell Subscription Infrastructure Parallel Activities Performance Improvements Bug Fixes
20. Service Manager 2012 Overview Amit Gatenyo Infrastructure & Security Manager, Dario Microsoft Regional Director – Windows Server & Security 054-2492499 Amit.g@dario.co.il
Notes de l'éditeur
The IT Asset Management Pack provides the following capabilities that run within Service Manager:IT Asset Life Cycle Management for controlling IT costs and effectively managing hardware and software through their entire life cycleSoftware Asset Management for minimizing software costs and maintaining license compliance by identifying over and under licensed software titlesCost, contract and organizational information to support more efficient and cost effective IT Service Management
This slide is intended to speak to how the capabilities of SCCM (left column) are augmented by the capabilities of Provance (right column) and come together in SCSM (middle) to provide better and more comprehensive information across all of the various aspects if ITSM / ITAM & SAM (boxes across the top).In short – these are the benefits (middle column) the customer gets by combining the capabilities of SCCM & Provance in SCSM!Hope this helps!!Wayne
