A Deep Dive Into Automating ITIL and MOF Sean Christensen Senior Technical Product Manager System Center Service Manager Sean Christensen Contact Details Email seanchristensenmicrosoftcom ID: 724324
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System Center Service Manager: A Deep Dive Into Automating ITIL and MOF
Sean
Christensen, Senior
Technical Product Manager
System
Center Service
ManagerSlide2
Sean Christensen Contact Details Email:
sean.christensen@microsoft.com
Blog: http://blogs.technet.com/b/systemcenter LinkedIn: http://www.linkedin.com/in/chr1st3ns3n Twitter: @SeanC_MSFTSlide3
AgendaService Manager OverviewProcesses supported by toolsetDemosIncident Management
Problem Management
Change Management
IT Asset Management Demos Configuration Management DemosQuestionsSlide4
Service Manager: The Power Is in the Integration
Portal
Forms
Data Warehouse
Workflows
Configuration Management DB
Work Items
Configuration Items
Knowledge
Problem
Change
Incident
Asset
Compliance & RiskSlide5
Supported ProcessesSlide6
Configuration ManagementSlide7
Configuration Management Process
Identification of Configuration Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & Audit
Evaluate & Improve ProcessSlide8
Configuration Management Process
What’s Required
How we support this
Identifying what Configuration
Items are in the environment
Connector Framework to AD, SCCM, SCOM
Filtering rules in Connectors to pull across only what is required.
Having a comprehensive view of Configuration Items
Reconciliation
capabilities to transform data into consolidated information.
Identification of Configuration Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & Audit
Evaluate & Improve ProcessSlide9
Configuration Management Process
What’s Required
How we support this
Ensuring CMDB
is maintained and up to date
Regular synchronization from
data sources into CMDB
Verifying that what we have in our CMDB is what’s in the environment.
CMDB shows
what’s active
Partner solutions such as
Provance
show the supporting asset management information
Identification of Configuration Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & Audit
Evaluate & Improve ProcessSlide10
Configuration Management Process
What’s Required
How we support this
Configuration Item Audit Trail
Audit trail for every Configuration Item record
Status accounting of a CI
CI
Status attribute for each CI
Integration with other Service Management processes
Accessible from
all other process modules
Reporting to facilitate configuration audits
Yes
Identification of Configuration Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & Audit
Evaluate & Improve ProcessSlide11
Configuration ManagementConnectorsDemo. . . Slide12
Incident Management Slide13
Incident Management Process Sample
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident ClosureSlide14
Incident Management Process Sample
What’s Required
How we support this
Alert monitored from Operations Manager
DCM non-conformance
Email Received from end user
Phone call received by Analyst
Logged via Web browser
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident ClosureSlide15
Incident Management Process Sample
What’s Required
How we support this
Unique categorization
Unique prioritization
Incident Categorization
Incident Impact
Incident Urgency
Impact + Urgency = Priority
Standardization via Templates
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident ClosureSlide16
Incident Management Process Sample
What’s Required
How we support this
What’s the impacted CI or Business Service
Are there any other Incidents related?
Has this user logged incidents before?
Built in links to the CMDB
Related Items to
show what else relates to this.
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident ClosureSlide17
Incident Management Process Sample
What’s Required
How we support this
Get user back up and running
Confirm resolution
Close Incident
Knowledge articles
Incident tasks
Resolution & Closure capture
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident ClosureSlide18
Incident ManagementEmail loggingOperations ManagerWeb PortalAnalyst Console
Demo . . . Slide19
Automated resolution example
SIM 335 @ 12:15 later todaySlide20
Problem ManagementSlide21
Problem ManagementProblem Management Process Example
Creating Problem record
Analyst console
Opalis workflow Proactive Problem CreationSlide22
Problem Management Sample Process
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide23
Problem Management Sample Process
What’s Required
How we support this
Supports identification and logging of problems
Related Items against
Cis
Manual
creation of Problem Records
Automatic Creation
of Problem Records
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide24
Problem Management Sample Process
What’s Required
How we support this
Problem Categorization
Data fields
Problem Prioritization
Data fields
CMDB Integration
OOB integration to see impacted Configuration Items
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide25
Problem Management Sample Process
What’s Required
How we support this
Facilitate investigation of Problem
CMDB integration
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide26
Problem Management Sample Process
What’s Required
How we support this
Known error documentation
Ability to define
and relate known errors
Knowledge base documentation
Ability to define and relate
knowledge base articles.
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide27
Problem Management Sample Process
What’s Required
How we support this
Support resolution via feedback to Incident process
Integration to
Incident Management Module
Closure of Incidents when problem closes
Support resolution via integration to Change Management process
Integration to Change
Management module
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create
Known
Error
Record
Resolution
Closure
Change Management Process
Workaround
Change Needed?
Known
Error
DatabaseSlide28
Demo . . . Problem ManagementIncident to ProblemAutomated Problem CreationSlide29
Problems can be created automatically too!Slide30
Change ManagementSlide31
Change ManagementExample of Change Management process
change template capabilities
Demo: Create change template for onboarding a
new employee
Demo: Extend SM to add employee to AD as an automated activity
Demo: include notification to Contoso admin when setup is completeSlide32
Change Management Sample Process
Create RFC
Log RFC
Review RFC
Assess & Evaluate Change
Plan Update
Investigation & Diagnosis
Co-ordinate Change Implementation
Review & Close Change Record
Update change & configuration information in CMS
Post Implementation ReportSlide33
Change Management Sample Process
What’s Required
How we support this
Recording of change details
Change
Title and Description
Recording affected services and computers
Capturing Related Configuration Items
Capturing default change activities
Change Templates
Create RFC
Log RFC
Review RFC
Assess & Evaluate Change
Plan Update
Investigation & Diagnosis
Co-ordinate Change Implementation
Review & Close Change Record
Update change & configuration information in CMS
Post Implementation ReportSlide34
Change Management Sample Process
What’s Required
How we support this
Change Reviews to ensure all captured and the Change should proceed
Review
activities
Create RFC
Log RFC
Review RFC
Assess & Evaluate Change
Plan Update
Investigation & Diagnosis
Co-ordinate Change Implementation
Review & Close Change Record
Update change & configuration information in CMS
Post Implementation ReportSlide35
Change Management Sample Process
What’s Required
How we support this
Authorizing Change to Proceed
Review activities
Planning change
Data
fields to capture plans for change
Create RFC
Log RFC
Review RFC
Assess & Evaluate Change
Plan Update
Investigation & Diagnosis
Co-ordinate Change Implementation
Review & Close Change Record
Update change & configuration information in CMS
Post Implementation ReportSlide36
Change Management Sample Process
What’s Required
How we support this
Coordinate Change Implementation
Scheduling
fields
v.Next
Integration for Release Management.
Review change completion
Review activities
Create RFC
Log RFC
Review RFC
Assess & Evaluate Change
Plan Update
Investigation & Diagnosis
Co-ordinate Change Implementation
Review & Close Change Record
Update change & configuration information in CMS
Post Implementation ReportSlide37
Change ManagementChange TemplatesDemo . . . Slide38
Wrap UpService Manager and System Center automate ITIL & MOF processes within familiar and flexible toolsService Manager provides control to your organization with the flexibility to adapt to specific organizational requirements.Service Manager runs at scaleSlide39
Community Evaluation ProgramGuided evaluation of Management & Security Products
Access to evaluation bits and VHDs
Access to product group at Virtual Chalk Talks
Community of Participants Share feedback on product and documentationShare best practices and experiencesLearn more about programs at
https://connect.microsoft.com/site1211Or email mscep@microsoft.com with your interest Slide40
RTM
Beta
1H CY10
2H CY10
1H CY11
2H CY11
RTM
Beta2
2007 R3
System Center Roadmap
2010
IT GRC
Beta & RTM
2010
Beta & RTM
System Center
Codename “Concero”
RTM
Beta
RC
RTW
Acquired
RTM
Beta
6.3
Beta
Beta
Beta2
RC
Available Now
Beta
Beta
Coming Soon
GA
GA
Beta & RTM
Beta & RTMSlide41
Related Content
Required Slide
Speakers,
please list the Breakout Sessions, Interactive Discussions, Labs, Demo Stations and Certification Exam that relate to your session. Also indicate when they can find you staffing in the TLC.
Breakout Sessions
SIM 208 - Management
in the DatacenterSIM 209 - Microsoft
System Center Service Manager - A Deep Dive on How to Automate ITIL or MOF
SIM
210 - Sneak
Peak at Microsoft System Center Service Manager 2012
SIM
335 - Automation
- Service Manager & Orchestrator - Better Together
SIM
340 - Extending
Microsoft System Center Service Manager -
Modeling
your Business ProcessSIM 362 - Monitoring
IT as a Service with Microsoft System Center
SIM??? - Taking the Next Step in IT GRC
Interactive
Sessions
SIM 372INT - How to Deploy and Configure Microsoft System Center Service Manager
SIM 373INT - Stump The Microsoft System Center Service Manager teamSIM383INT - Managing the Datacenter: Ask a Panel of
Experts
Hands-on
Labs
SIM371-HOL Building a Microsoft System Center Service Manager Test Lab - Hall B1
SIM372-HOL
Incident and Change Management in Microsoft System Center Service Manager
2010 - Hall B1
SIM373-HOL Microsoft System Center Service Manager 2010 Data Warehouse and Reporting - Hall
B1
SIM374-HOL IT Governance, Risk and Compliance Configuration in Microsoft System Center Service Manager 2010 - Hall B1
Product Demo Stations
TLC – SIM – station 21
Find Me Later
At…TLC station 21 or @
SeanC_MSFTSlide42
Questions?Questions?Slide43
Resources
www.microsoft.com/teched
Sessions On-Demand & Community
Microsoft Certification & Training Resources
Resources for IT Professionals
Resources for Developers
www.microsoft.com/learning
http://microsoft.com/technet
http://microsoft.com/msdn
Learning
www.northamerica.msteched.com
Connect. Share. Discuss.Slide44
Required Slide
Complete an evaluation on
CommNet
and
enter to win!Slide45
©
2011 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.Slide46