Service Manager: More than a help desk support solution
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Service Manager January 2011
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System Center Service Manager 2010, released last May, integrates with other System Center and third party products to provide ITIL and Microsoft Solutions Framework aligned processes and practices for incident management, change management, and deployment management. But don’t get confused. It’s not a help desk! Using workflows, integrated configuration items, and reporting and tracking you can manage the services in your organization to create a more dynamic, reliable environment for your organization. View the slide deck and explore the benefits of Service Manager with Jason Sharp, C/D/H's Infrastructure Service Lead, and a regional expert in systems management solutions. Contact C/D/H for more information about this and other topics – or check our blog at www.cdhtalkstech.com for tips on Systems Center and other technologies.
Transcript of Service Manager: More than a help desk support solution
Service Manager
January 2011
Quick Facts
About Us• 20th Year• Grand Rapids &
Royal Oak• 25 Staff
Approach• Vendor Agnostic• Non-reseller• Professional
Services Only
Partnerships• Microsoft Gold
• Central Region Client Experience Award Winner
• VMware Enterprise• Cisco Premier• Novell Platinum• Citrix Silver
Infrastructure
Access & Identity Management
Expertise
Project Management
Collaboration
Talks TechC D H
Agenda
• Service Manager Overview• Configuration Management Database• Four Key Focus Areas
– Demos• Advanced SCSM
Overview
• ITIL Aligned Service Management Solution– Focused on Four Key Areas
• Incident Management• Change Management• Problem Management• Knowledge Management
• ITSM Focus• MOF Focus
ITIL Service Lifecycle
Microsoft Operations Framework (MOF)
Overview
• Key Focus– The RACI Model
• Responsible• Accountable• Consulted • Informed
• Increase Contextual Understanding of Services
Why?
The Foundation:CMDB
• Configuration Management Database– Repository for data (Configuration items)
• Users, Devices, Services• Both High Level and Granular• Automatic or Manually Created
• By using the CMDB, you develop relationships between objects.
• By understanding these relationships you gain context for incidents, problems, changes, and knowledge.
CMDB Demo
• Configuration Items• Business Services• Assets• Objects• Connectors
Incident Management
• An 'Incident' is any event that is not part of the standard operation of the service, and causes, or may cause, an interruption or a reduction in the quality of the service.
• The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
• Put Simply – “Fire Fighting”
Incident Management Demo
• Console• SCOM Integration• Email Integration• End User Portal• Reporting
Change Management
• The 7 R’s of Change Management– Who RAISED the change?– What is the REASON for the change?– What is the RETURN on the change?– What are the RISKS associated?– What are the RESOURCES required?– Who is RESPONSIBLE for build, test,
implementation?– What is the RELATIONSHIP of this and other
changes?
Change Management Demo
• Basic Change Management• Advanced Templates• Actions / Tasks• Change Workflows & Approvals• Reporting• Link between Incident & Change
Management
Problem Management
• Incident Management is concerned with restoring service as quickly as possible. Problem Management is concerned with determining and eliminating root cause (and hence eliminating repeat problems).
• So from an Incident Management perspective the best decision is to, for example, reboot a server to restore the service. This is not ideal for Problem Management as the reboot may destroy any diagnostics and prevent identifying root cause.
Problem Management Demo
• Multiple Incident Support• Group Notification & Tracking• Change Management Links• Reporting
Knowledge Management
• Internal and External Knowledge Repository
• History• Linked to CIs, Incidents, Changes,
Problems• Searchable
Knowledge Demo
• Console• Portal• Creation• Tracking
Service Mapping
• Groups Multiple CIs into “Real World” Service Maps
• Gives IT Visibility into impact, priorities
Advanced SCSM Demo
• Customization– Lists– Workflows– Notification– SLAs, Prioritization– Custom Forms– Advanced Monitoring with SCOM– DCM with SCCM
Royal Oak306 S. Washington Ave.Suite 212Royal Oak, MI 48067p: (248) 546-1800
Thank You
Grand Rapids15 Ionia SWSuite 270Grand Rapids, MI 49503p: (616) 776-1600
(c) C/D/H 2007. All rights reservedwww.cdh.com
