MGT310 Reduce Support Costs and Improve Business Alignment with Microsoft System Center Service Manager
Download as PPTX, PDF1 like412 views
The document outlines the features and benefits of Microsoft System Center Service Manager 2010, focusing on improving IT service management through automation, integration, and compliance. It emphasizes efficient incident management, knowledge management, and self-service portals to enhance user satisfaction and reduce downtime. Additionally, it highlights the upcoming release timeline and resources for users to provide feedback and access further information.
MGT310 Reduce Support Costs and Improve Business Alignment with Microsoft System Center Service Manager
- 2. Improving User Service & Business Alignment with System Center Service Manager 2010MGT310Clare Henry Director Technical Product MarketingMichael NappiProduct Unit ManagerMicrosoft System Center
- 3. AUTOMATE OPTIMIZE SIMPLIFYPEOPLEPROCESSTECHNOLOGY
- 4. Integrated Platform for Orchestrating People, Process, and Technology INTEGRATEDEFFICIENTBUSINESS ALIGNEDCMDBIT Process and workflow AutomationService MapsSelf Service Portal Automated Notifications Knowledge BaseAsset Management Compliance and Risk Management Informed Decision Making INTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 5. Service Manager : The Power is in the IntegrationIT BUSINESS INTELLIGENCEIT ANALYSTASSET MANAGEMENTPROVANCESELF SERVICE COMPLIANCE AND RISK Incident and ProblemAuthoringKnowledge BaseSERVICE MANAGERWorkflowsPortalChangeData WarehouseCMDB
- 6. Integrated System Center CMDBSystem Center common schemaCommon schema across System CenterObject model is based on Operations ManagerIT assets are represented as configuration items (CIs)Incidents, change requests, and problems are represented as work items (WIs)Configuration Management Database (CMDB) featuresCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mappingINTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 7. Incident Management Restore service quickly75 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 templatesAutomatic incident creation between Config and Ops Manager
- 8. Change Management Minimize errors and reduce risk33% of customers plan to automate change over the next three yearsEmbed standard processesEfficiently create change requestsFill in information quickly using templates
- 9. Knowledge ManagementReducing time to resolutionKnowledge articles:Customer, Partner, and Analyst authored content
- 10. Capture existing knowledge published on the Web
- 11. Links to external and local content
- 13. Keywords
- 14. Related incidents, change requests, knowledge articlesData Warehouse: Business Intelligence for ITIntegrated across System CenterDemonstrate performanceIdentify opportunities for service improvementsData Warehouse repository databaseDatabase PerformanceModel data and prune to the right subsetsBuilt on SQL Reporting servicesModel-driven INTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 15. Service Manager Driving Service Management OutcomesRealize value of the IT investmentEnsure IT governance, risk, and compliance Adapt to ever-changing needs of the organizationBUSINESSProvide choice and flexibility Deliver efficient support, anywhere, anytimeIncrease responsiveness and satisfactionIT SERVICE MANAGEMENT GOALSEND USERReduce downtime, lower time to resolutionImprove reliability Simplify the management of compliance and riskDATA CENTER INTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 16. Scenario – Datacenter IntegrationEliminating costly downtime through auto detectionSERVICE MONITOREDALERT GENERATEDINCIDENT CREATEDINCIDENT RESOLVEDINCIDENT DIAGNOSEDINCIDENT CLOSEDCONNECTORCONNECTORINTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 17. Scenario - Empowering theEnd User The average cost of a single call is $25 to $30 Self Service Portals reduce calls by 30%Provision SoftwareReset PasswordsCreate/view service requestsView announcementsSearch/view knowledge baseINTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 18. Deliver Efficient and Responsive User-Centric ServicedemoCharlie ChaseGroup Program ManagerMicrosoft Corporation
- 19. Service Manager Authoring ToolDrag and drop designers – no code or XML required!Forms customizationAdd/remove/move controls, change formatting, validation rulesExtend CMDB modelAdd new classes, relationships, and propertiesWorkflow authoringCompose workflows using predefined activities
- 20. Define automated activity rules to execute these workflowsExtending Service ManagerdemoTravis WrightSenior Program ManagerMicrosoft Corporation
- 21. Scenario - Automating ComplianceDCM IntegrationCLIENT MANAGEDDCM DRIFTINCIDENT CREATEDCHANGE REQUESTEDINCIDENT DIAGNOSEDREMEDIATION ACTIONINTEGRATED | EFFICIENT | BUSINESS ALIGNED
- 22. Managing Compliance and RiskdemoCharlie ChaseGroup Program ManagerMicrosoft Corporation
- 23. Summary – Service Manager 2010On Track for 1H 2010 RTM!Flexible solutions to automate common IT processesITIL / MOFWorkflow orchestrationSelf-serviceDeep integrationwith other System Center productsConfiguration ManagerOperations ManagerActive DirectoryComprehensive, extensible platform for orchestrating people, processes, and systemsPublic SDKTools for IT and DevConnectorsIncident and ProblemAuthoringKnowledge BaseWorkflowsPortalChangeData WarehouseCMDB
- 24. ResourcesBeta 2 available now fromhttp://connect.microsoft.comGive us feedback through the Service Manager Forumshttp://social.technet.microsoft.com/Forums/en-US/category/servicemanager/Read the Service Manager blogshttp://blogs.technet.com/servicemanagerAdditional info available at: http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
- 25. System Center Roadmap2008200920102011vNext2007 R22007 SP1vNext20082008 R2vNext2007 R22007 SP22007 R320102007 SP12010vNext2009 & R220082010 & R22011 & R2V1V2 & V32007 SP12010
- 26. Related ContentMGT10-IS: System Center Service Manager 2010 "Chalk Talk" Wednesday, 13:13-14:45, Interactive Theatre 5 - YellowRequired SlideSpeakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session.
- 27. Required SlideComplete an evaluation on CommNet and enter to win an Xbox 360 Elite!
- 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.