System Center Service Manager, through the power of its integrated platform, reduces costs, improves service levels, delivers informed decision making and reduces the burden of compliance. In this session learn how Service Manager, now in Beta Two, lowers the cost of incident and problem resolution and provides a streamlined approach to change management by providing integrated knowledge of configuration items and the ability to easily assess the current health state of IT services by seamlessly integrating the activities between Service Manager, System Center Operations Manager and System Center Configuration manager. Also see how Service Manager will deliver a compliance and risk process management pack that harmonises over 350 regulatory standards into a comprehensive set of control objectives that can be managed and tracked.

2. Improving User Service & Business Alignment with System Center Service Manager 2010MGT310 Clare Henry Director Technical Product Marketing Michael Nappi Product Unit Manager Microsoft System Center

3. AUTOMATE OPTIMIZE SIMPLIFY PEOPLE PROCESS TECHNOLOGY

4. 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

5. 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

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. Scenario – 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. Scenario - 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. Deliver Efficient and Responsive User-Centric Service demo Charlie Chase Group Program Manager Microsoft Corporation

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

22. Managing Compliance and Risk demo Charlie Chase Group Program Manager Microsoft Corporation

23. Summary – Service Manager 2010 On Track for 1H 2010 RTM! Flexible solutions to automate common IT processes ITIL / MOF Workflow orchestration Self-service Deep integrationwith other System Center products Configuration Manager Operations Manager Active Directory Comprehensive, extensible platform for orchestrating people, processes, and systems Public SDK Tools for IT and Dev Connectors Incident and Problem Authoring Knowledge Base Workflows Portal Change Data Warehouse CMDB

24. Resources Beta 2 available now from http://connect.microsoft.com Give us feedback through the Service Manager Forums http://social.technet.microsoft.com/Forums/en-US/category/servicemanager/ Read the Service Manager blogs http://blogs.technet.com/servicemanager Additional info available at: http://www.microsoft.com/systemcenter/en/us/service-manager.aspx

25. System Center Roadmap 2008 2009 2010 2011 vNext 2007 R2 2007 SP1 vNext 2008 2008 R2 vNext 2007 R2 2007 SP2 2007 R3 2010 2007 SP1 2010 vNext 2009 & R2 2008 2010 & R2 2011 & R2 V1 V2 & V3 2007 SP1 2010

26. Related Content MGT10-IS: System Center Service Manager 2010 "Chalk Talk" Wednesday, 13:13-14:45, Interactive Theatre 5 - Yellow Required Slide Speakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session.

27. Required Slide Complete an evaluation on CommNet and enter to win an Xbox 360 Elite!

28. question & answer

29. Required Slide © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.