SCSM integrations

2. Microsoft® System Center
Service Manager 2010
Nigel Cain
nigel.cain@microsoft.com
Management track

3. Session Objectives and Takeaways
• Session Objectives:
– Show integration points between Service Manager and other System Center Products
– Encourage adoption of Service Manager
• Key Takeaways:
– Service Manager works well with Configuration Manager 2007
• Self-service Software provisioning
• Desired Configuration Management (DCM)
– Service Manager works well with Operations Manager 2007
• Alert  Incident creation & resolution
• Service definition and mapping
– Service Manager enables data integration across the enterprise
• CMDB + Connectors
• Opalis Integration Server

4. 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 &
Risk

5. BUSINESS
Realize value of the IT investment
Adapt to ever-changing needs
of the organization
Automate compliance mgmt to reduce business risk
DATA CENTER
Improve reliability
Reduce server downtime and improve time to
resolution in the data center
Simplify compliance and risk mgmt
Service Manager Value Proposition
END USER
Enable self-service to lower support costs and
increase end-user satisfaction
Provide choice and flexibility
Efficient support anytime, anywhere

6. DEMO
Enable Self-service to Lower Costs
and Increase End-user Satisfaction

7. Integrated Self-Service Portal
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

8. Scenario: Automating End-user Software Request
Create Packages
& Programs
Configure SM
Portal
Advertisement
Delivered
Software
Deployed
End User
Requests
Software
End User
Manager Approves
Request
Manager

9. DEMO
Self-service Software Provisioning using Service
Manager & Configuration Manager

10. SYSTEM CENTER INTEGRATION FOR
THE IT ANALYST

11. SC Integration Overview
CMDB
Configuration Items are synchronized via connectors
unidirectional into the CMDB
• CM – Computers with inventory, collections, DCM
baselines
• OM – MP inventory, distributed applications
• AD – Users, groups, printers, computers
Work Items are synchronized via workflows
• CM – unidirectional into the CMDB for DCM
baseline violation as Incidents
• OM – Bidirectional for Incidents generated from
Alerts

12. BUSINESS
Realize value of the IT investment
Adapt to ever-changing needs
of the organization
Automate compliance mgmt to reduce business risk
DATA CENTER
Improve reliability
Reduce server downtime and improve time to
resolution in the data center
Simplify compliance and risk mgmt
Service Manager Value Proposition
END USER
Enable self-service to lower support costs and
increase end-user satisfaction
Provide choice and flexibility
Efficient support anytime, anywhere

13. SC Integrated Incident Management
• Incidents from Alerts address these aspects
Downtime •Awareness
•Action
•Communication
Time to resolution •Context of the problem
•Applicability of existing solution
•Communication

14. ALERT
GENERATED
INCIDENT CREATED INCIDENT RESOLVED
INCIDENT DIAGNOSED INCIDENT
CLOSED
Scenario: Automating SCOM Alert  Incident
SERVICE
MONITORED
IT Analyst / Operator

15. DEMO
Alert to Incident Creation using Service Manager &
Operations Manager

16. BUSINESS
Realize value of the IT investment
Adapt to ever-changing needs
of the organization
Automate compliance mgmt to reduce business risk
DATA CENTER
Improve reliability
Reduce server downtime and improve time to
resolution in the data center
Simplify compliance and risk mgmt
Service Manager Value Proposition
END USER
Enable self-service to lower support costs and
increase end-user satisfaction
Provide choice and flexibility
Efficient support anytime, anywhere

17. Compliance Management
• Major scenarios
– Reduce operational cost by managing deviation from
standardized configuration
– Manage regulatory compliance
• Service Manager works with DCM to help with both
– Regulatory compliance is focus of additional solution (BI03)

18. INCIDENT
CREATED
INCIDENT
DIAGNOSED
CHANGE
REQUESTED
REMEDIATION
ACTION
CLIENT
MANAGED
DCM
DRIFT
Scenario: Automating Compliance with DCM
IT Analyst / Operator

19. DEMO
Compliance Management using Service Manager and
Configuration Manager DCM

20. CMDB + Connectors = Data Integration
• Configuration Management Database (CMDB) stores
– Configuration Items (CI) = computers, software, users
– Work Items (WI) = incidents, problems, change requests
– Relationships between CIs and between CIs and WIs
• CMDB schema is extensible using Management Packs and Authoring Tool
– Common schema shared with SCOM
– Authoring tool supports customization of forms, workflows and schema extensions
• Connectors automatically create CIs in the CMDB from other databases
– Connectors run on a schedule and data is watermarked to facilitate efficient data
synchronization
– Service Manager ships with Connectors for SCCM, SCOM and Active Directory
• Data integration with other products is provided by Opalis Integration Server

21. Service Manager Data Integration using Opalis
Service Manager syncs data between its CMDB and other product
databases using Opalis to support data integration and interoperability
across the Enterprise
BMC Atrium CMDB
BMC Remedy AR System
BMC Event Manager
BMC Patrol
BMC BladeLogic Operations Manager
CA AutoSys
CA eHealth
CA Service Desk
CA SPECTRUM
CA Unicenter NSM
VMware VI / vSphere
Symantec VERITAS NetBackup
HP Operations for UNIX
HP Operations Windows
HP Operations Solaris
HP Network Node Manager
HP Service Desk
HP Service Manager
HP Asset Manager
HP iLO 2
IBM Tivoli Enterprise Console
IBM Tivoli Netcool/Omnibus
IBM Tivoli Storage Manager
EMC Smarts InCharge

22. Service Manager is Ready for You
Customers Love the Integration, ROI and Simplicity!
• Equiniti
With a more streamlined change management process, Equiniti can better handle the hundreds of changes that occur to its IT
environment each month. “We’re looking at a definite reduction in the staff hours required to deliver high service levels,”
Higham says. “[With Service Manager] It will take 10 minutes instead of an hour to make a change, leaving 50 minutes
to fix other problems.” Matt Higham, Technical Strategy Consultant
• Avanade
“We deployed the program in a matter of weeks with no real learning curve for our staff, ” Shulik says. “Out of the box, System
Center Service Manager gave us all the functionality we previously had in our heavily customized product, with the
added benefit that we can easily deploy new management packs so that we can better manage in our dynamic data center.”
Kristin Shulik, Product Manager for IT Management Services
• General Mills
“Service Manager gives us a ready-made configuration management database [CMDB] by using the data we’ve already
collected with System Center Operations Manager,” Cozine says. “We tried for years to build a CMDB with Remedy, but it
fell apart under its own weight.” Glenn Cozine, Senior Technical Specialist and Project Manager

23. Customers Love the Integration, ROI, & Simplicity!
57 Customers Already in Production
Equiniti
“We’re looking at a definite reduction in the staff hours
required to deliver high service levels. It will take half the
time it used to for managing the change process, leaving
more time to fix other problems.”
Matt Higham, Technical Strategy Consultant
Avanade
“(Service Manager) helps us gather better intelligence
about our infrastructure, which enables us to better plan
for hardware replacements, software upgrades, and other
modifications to our infrastructure.”
Kristin Shulik, Product Manager for IT Management Services
General Mills
“We installed Service Manager and set up the connectors.
In less than two hours, we had a useful, synchronized
CMDB that we had not been able to duplicate with Remedy
in all the years we have had it installed (more than 15
years).”
Glenn Cozine, Senior Technical Specialist and Project Manager

24. ISV Partners Delivering Solutions with Service Manager
Provance
“AsanISV,theflexibilityandextensibilityofthe
platformallowsustodeliverthesamepowerful
capabilitiesweprovideinourstand-alone
ProvanceITAssetManagementsoftwarefrom
rightwithinSystemCenterServiceManager.
Customersgetthebestofbothworlds–our
longtimeProvanceexpertiseinITAsset
ManagementdeliveredwithMicrosoftSystem
Centertechnology.”
GordWatts,VicePresident,Marketing

25. SI Partners Ready to Support Service Manager
CDW
“AsaSolutionIntegrator,wearealwayslookingfor
thenextbigthing―Iamexcitedtotellyouthat
ServiceManagerisit!BythetimeService
Managerlaunches,wewillhavedeployeditto
over15customers.Workingwithourearly
adoptercustomers―andbeinganearlyadopter
ourselves―wehavetheconfidenceinthe
solution,theknowledge,andtheexperienceto
helpourcustomersgetthemostoutofService
ManagerandtheentireSystemCentersuite.”
DougMiller,PracticeArchitect

26. 2012
H1
H1
2010
2011
H1
H2
System Center Service Manager Roadmap
H2

27. Flexible solutions to
automate common IT
processes
Deep integration with
other System Center
products
Comprehensive,
extensible platform for
orchestrating people,
processes, and systems
Public SDK
Tools for IT and Dev
Connectors
Incident and Problem
Change
Portal Workflows
Knowledge
Base
Data Warehouse
CMDB
Authoring
Summary – Service Manager 2010

28. Call To Action & Resources
• Evaluate & Deploy Service Manager 2010 RTM
– Hosted test drive & labs
– Download installable RTM Evaluation Version
http://www.microsoft.com/systemcenter/en/us/default.aspx#download-trials
• Get Trained - Microsoft Official Curriculum Courseware
– 50217: Planning, Deploying and Managing Service Manager 2010 (4 days)
– 50377: Extending Service Manager 2010 (1 day)
• Get Involved in the Community
– Blog: http://blogs.tecnet.com/servicemanager
– Forum: http://social.technet.microsoft.com/forums/enUS/systemcenterservicemanager
– Twitter: Use #SCSM and #ServiceManager hashtags
Setup and Deployment http://go.microsoft.com/?linkid=9727037
Incident and Change Management http://go.microsoft.com/?linkid=9727038
Data Warehouse and Reporting http://go.microsoft.com/?linkid=9727039
Integration with Other System Center Products http://go.microsoft.com/?linkid=9727040
Extending and Customizing http://go.microsoft.com/?linkid=9727041