C D HC D H

C D H Service Manager 2010Integrated Integrated Platform for Orchestrating People, Platform for Orchestrating People,

Process andProcess and TechnologyTechnologyProcess and Process and Technology Technology

C D H Quick FactsC D H Quick Facts

Ab U A h P hiAbout Us• 20th Year• Grand Rapids &

Approach• Vendor Agnostic• Non-reseller

Partnerships• Microsoft Gold• VMware Enterprise• Grand Rapids &

Royal Oak• 25 Staff

• Non-reseller• Professional

Services Only

VMware Enterprise• Cisco Premier• Novell Platinum• Citrix Silver

C D H ExpertiseC D H

I f

Expertise

P j M PInfrastructureProject Management PICCAA

Access & Identity ManagementCollaboration

C D H AgendaC D H Agenda

• Source of Operational Problems• Overview• Integrated System Center CMDBIntegrated System Center CMDB• Self-Service Portal• Incident and Problem Management• Change Management• Change Management• Knowledge Management• Service Manager Authoring Tool• 3rd Party Integration• 3rd Party Integration• Opalis• System Center Roadmap

S stem Center Licensing• System Center Licensing

C D HC D H

C D H Source of Operational Problems

C D H Source of Operational ProblemsC D H• Forget• Change

Source of Operational ProblemsOPERATIONS Forget

Something• Lack of

Procedures

Change Management

• Overloaded• Weak Problem

OPERATIONS

Procedures• Backup

Errors/Security

• Weak Problem Detection

OperatorError

ApplicationFailure Error

40%Failure

40%

Other20%

• Hardware/OS• Network

Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002

• Power and Disaster

C D H What our Customer data tells usC D H What our Customer data tells us22% are how-to related – poor /

i21% is

everything else

33% were due to

Installation

improper operations of

the environment

y gcombined

(“unclassified” or ‘other’)

Operational issues48%

Misconfiguration

Installation issues

Operational issues account for 76% of Critical Situations

(CritSits)

Misconfiguration

67% POST installation

6% due to KNOWN bugs-already fixed

installation ‘changes’

3% already fixed

bugs

3% NEW bugs

C D HPeople, Process, or Technology

C D H Problem?

C D HC D H

C D H SCSM 2010 Overview

C D H Service Manager 2010C D H Service Manager 2010The Power is in the Integration

Asset Management

Self Service IT Business Intelligence

Service Level Management

Compliance and Risk

Portal

Incident and ProblemIncident and Problem

Workflows

Knowledge Base Data WarehouseCMDB

Authoring

Change

CONNECTORSCONNECTORSCONNECTORSCONNECTORS

Data WarehouseCMDB

CONNECTORSCONNECTORSCONNECTORSCONNECTORS

Automate and Deploy

Capacity and Utilization

Inventory and Usage

Alert Management

Active Directory

C D HC D H

C D H Integrated System Center CMDB

C D H Integrated System Center CMDBC D H Integrated System Center CMDB

• System Center common schema– Object Model Based on Operations

Manager– IT assets and services are Configuration

Items (CIs) CMDB DataItems (CIs)– Incidents, change requests, and

problems are Work Items (WIs)

• Configuration Management

CMDB Data

Configuration Management Database (CMDB) features:• Connectors sync data with external

systems• Create, update, and view CIs

Work Items

Config Items

• Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users

• Automatically track CI change history• Service definition and mapping

Relationshipspp g

Integrated | Efficient | Business Aligned

C D HC D H

Configuration ItemsConfiguration ItemsConfiguration Items Configuration Items

C D HC D H

C D H Self-Service Portal

C D H Empowering the End UserC D H Empowering the End UserUser self-service portal

Self Service PortalSelf Service PortalSelf Service Portal reduces help desk

calls by 30%

Self Service Portal reduces help desk

calls by 30%

Provision Software View announcementsReset PasswordsCreate/view service requests

Search/view knowledge base

C D HC D H

SelfSelf--Service Portal Service Portal -- Incident Incident ManagementManagementManagement Management

C D HC D H

C D H Incident and Problem Management

C D HIncident Management

C D H Keep users and data center services up and running, and restore service quickly

• Process workflows– Escalations– Notifications

• Customizable templates• Knowledge & History• Knowledge & History• Automatic incident creation

– Desired Configuration Monitor g(DCM) errors

– Operations Manager alerts– Inbound Email

Over 75% of all incidents are caused by

poor Change

Over 75% of all incidents are caused by

poor Change– Inbound Email– Portal

poor Change Managementpoor Change Management

C D H Problem ManagementC D H Problem ManagementEnables organizations to identify and track problems

• Problem creation from similar incidents

• Link Incidents and Change requests to problemproblem

• Auto resolution of Incidents linked to the P blProblem

C D HC D H

Incident and Problem Incident and Problem ManagementManagementManagement Management

C D HC D H

C D H Change Management

C D H Change ManagementC D H Change ManagementMinimize errors and reduce risk

• Typical Change Models– Standard, Major, Emergency…

Review and Manual activities– Review and Manual activities

• Customizable Templates• Workflows and NotificationsWorkflows and Notifications• Analyst Portal

– Approvals via Web

• Relate Change Requests to Incidents, Problems and Config Items

33% of customers plan to automate

change over the next

33% of customers plan to automate

change over the nextConfig Items change over the next three years

change over the next three years

C D HC D H

C D H Knowledge Management

C D H Knowledge ManagementC D H Knowledge ManagementReducing time to resolution

• Knowledge articles• Knowledge articles– Customer, Partner, and

Analyst authored content– Local content and links toLocal content and links to

external content– End User and Analyst

Sections– Ratings

• Knowledge Search– Full text, keywords,

categories– Related incidents, change

requests, problemsC l d W b i t f• Console and Web interfaces

C D HC D H

C D H Service Manager Authoring Tool

C D HService Manager Authoring

C D H ToolFirst look in Beta 2 ships with– First look in Beta 2, ships with SM Console

– 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 propertiesf– Workflow authoring

• Compose workflows using predefined activities

• Define automated activity rulesDefine automated activity rules to execute these workflows

C D HC D H

Service Manager Authoring ToolService Manager Authoring ToolService Manager Authoring ToolService Manager Authoring Tool

C D HC D H

C D H 3rd Party Integration

C D H Provance and Service ManagerC D H Provance and Service Manager

Provance IT Asset Management Pack forProvance IT Asset Management Pack for

• Process Management

Provance IT Asset Management Pack forProvance IT Asset Management Pack forMicrosoft System Center Service ManagerMicrosoft System Center Service Manager

• Process Management Pack extension that provides IT asset lifecycle

t dmanagement and software asset management capabilities g pwithin Service Manager

• CTP May 2009; Beta A t 2009 RTM S iAugust 2009; RTM Spring 2010

C D H ATEA Spintop’s (1/3)C D H ATEA Spintop s (1/3)

C D H ATEA Spintop’s (2/3)C D H ATEA Spintop s (2/3)

C D H ATEA Spintop’s (3/3)C D H ATEA Spintop s (3/3)

C D HC D H

C D H Roadmap

C D H RoadmapC D H Roadmap

20092009 2010201020082008

RTMRTM

H1 H2 H1H1 H2

RCRCBeta 1Beta 1 Beta 2Beta 2CTP2CTP2

C D HC D H

C D H

The Value of OpalisThe Value of Opalis IT Process Automation

C D HAddition Of Opalis To System

C D Hy

Center Enables Process AutomationIT P A t ti (ITPA) l k R B k A t ti (RBA) iIT Process Automation (ITPA), also known as Run Book Automation (RBA), is the ability to orchestrate and integrate IT management tools through workflow

Configuration Management

(Physical&

Data Protection &

(Physical & Virtual)

End‐To‐End Monitoring

Server Compliance

Recovery

MonitoringCompliance

C D H Processes Within an IT SiloC D H Processes Within an IT SiloEvent Mgmt Triage & diagnose

IT Silos Silo ProcessesEvent Mgmt

Service Desk

Asset/CMDB

Triage & diagnose

Integrate service desks with data center tools

Update CI and assets systemsAsset/CMDB

Configuration

Virtual

Update CI and assets systems

Coordinate audit, compliance and change

Orchestrate lifecycle managementVirtual

Security

Storage

Orchestrate lifecycle management

Patch , user on-boarding, password reset

Provision, verify, manage & retireStorage

Server

Network

Provision, verify, manage & retire

Provision, verify, manage & retire

Provision verify manage & retireNetwork Provision, verify, manage & retire

C D H Processes Across IT SilosC D H Processes Across IT Silos

E M

IT Silos Cross-Silo ProcessesEvent Mgmt

Service Desk

A t/CMDB

IncideR

espon C

Virtu

Asset/CMDB

Configuration

Vi t l

ent nse

Change &

Com

plianc

Prov

ual Service

Cloud C

o

Virtual

Security

St

& ce visioning

e Manage

omputing

Storage

Server

N t k

g ement

g

Network

C D H Opalis Integration PacksC D H Opalis Integration Packs

> BladeLogic Operations Manager > IBM Tivoli NetCool / OMNIbus> BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS

> IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server> BMC Remedy ARS

> CA AutoSys > CA eHealth > CA NSM > CA Service Desk

> Microsoft Systems Management Server> Microsoft System Center Operations Manager > Symantec Net Backup > VMware vSphere> CA Service Desk

> CA Spectrum > EMC Smarts InCharge > FTP> HP Asset Manager

> VMware vSphere

> HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager> HP Service Manager> HP Network Node Manager

C D H Automated ProcessesC D H

E t M t

Automated ProcessesIT Silos VM Provisioning ProcessEvent Mgmt

Service Desk

A t/CMDB

Monitor Servicerequest

Updaterequest

Updaterequest

Update & closerequest

Remove from Ops Manager

Add to Ops Manager

Createincident

Asset/CMDB

Configuration

Vi t l

request

Test VM DeployApplications

VerifyApplication

Create CIRetire CI

Virtual

Security

St

Stop VM Clone newVM

Updateproperties

Storage

Server

N t k

Detach Storage

Network

Integration for Virtual Machine Manager 2008 R2 not yet RTM

Detach Network Adapter

C D H The Value of AutomationC D H The Value of Automation

Capability Value

Improve service performance Orchestrate tasks across systems

Capability Value

and availabilityOrchestrate tasks across systems

Optimize resources and get Standardize and document manual p gconsistent outcomesprocesses

Lower costs & reduce manualAutomate large volume and highly Lower costs & reduce manual, error prone activities

Automate large volume and highly repetitive tasks

Si lif d t tI t t S t C t ith 3rd Simplify data center management

Integrate System Center with 3rd

party tools

C D HC D H

OpalisOpalisOpalisOpalis

C D HC D H

C D H System Center Roadmap

C D H System Center RoadmapC D H System Center RoadmapCY 2008 2009 2010 2011

C D HC D H

C D H System Center Licensing

C D H System Center LicensingC D H

r ** Price for Management Server with SQL

System Center Licensing

SC Ops Mgr ServerPer Instance

Man

agem

ent S

erve

r Price for Management Server with SQL Server 2005Technology (note: this includes the runtime-restricted version of SQL Server 2005 Standard Edition, which means it can only be used to support the management application that it is sold with)

SC Config Mgr ServerPer Instance

SC VMM ServerIncluded with the SMSE

and the SC VMMEnterprise Server ML

SC DPM ServerPer Instance

SC Svc MgrMgt Svr Lic

Per Instance

men

t Lic

ense

ML)

SC Config MgrEnterprise Server ML

SC Ops MgrEnterprise Server ML

SC VMMEnterprise Server ML

Server Management Suite Enterprise (SMSD)Per Processor and Unlimited OSEs

Two Processor Minimum

SC DPMEnterprise Server MLServer Management Suite Enterprise (SMSE)

SC Svc MgrServer ML

SC Config MgrStandard Server ML

Per OSE

SC Ops MgrStandard Server ML

Per OSE

Ser

ver M

anag

em(S

erve

r M Per OSE Per OSE Per Server Device

SC DPMStandard Server ML

Per OSE

Per OSEg p ( )

up to 4OSEs + Parent OSE Per OSE

SC ConfigMgr SC OpsMgr

men

t Lic

ense

ML) SC DPM SC Svc Mgr

Cli t ML

Core CAL Suite Per Device or Per User

Client MLPer OSE or Per User

Client MLPer OSE or Per User

Clie

nt M

anag

em(C

lient

Client MLPer OSE or Per User

Enterprise CALSuite Per Device or Per User

Client MLPer OSE or Per User

C D H Additions to the Server Management C D H gSuites

Previous With New Capabilities

Operations Manager

NEW in H1 2010

NEW in Dec 2009Opalis grant

Service Manager

Data Protection Manager

Virtual Machine Manager

Configuration Manager

Operations Manager

Data Protection Manager

Configuration Manager

Operations Manager

SMSE / SMSDVirtual Machine Manager

SMSE / SMSDVirtual Machine Manager

• Opalis licensed via a grant to new and existing SMSE & SMSD licenses.

• Service Manager is a new component of SMSE / SMSD.

• Both changes effective for Enrollment for Core Infrastructure (ECI) licenses • Excluding ECI Standard which does not include SMSE or SMSD.

48

C D H Thank YouC D H Thank You

Royal Oak306 S. Washington Ave.

Grand Rapids15 Ionia SW

Suite 212Royal Oak, MI 48067p: (248) 546-1800

Suite 270Grand Rapids, MI 49503p: (616) 776-1600p: (248) 546 1800 p: (616) 776 1600

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